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Posts: 1
Registered: ‎12-26-2017

Broken Switch and Horrible Customer Service

I spent all day driving around to Best Buys to find a red and blue joycon nintendo switch and finally found one through an online order! Unfortunately, when I got home and opened it, the screen wasn't working and I couldn't use my new $300+ purchase. I came back to best buy to ask what they could do, knowing that the red and blue joycons were the most important part of my long search today, and I was offered nothing. No solution, no help, and the manager wouldn't even place a phone call to other stores. We were basically pushed away. I've been a best buy rewards AND gaming club member for years and I've never had a bad experience with best buy until now. I'm horrified and angered. How can we not even be offered an apology? Being defensive and angry when you have no solutions as a manager, is not good training. How on earth do I contact anyone in charge at corporate to get this issue resolved?
Posts: 5,232
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Registered: ‎07-27-2015

Re: Broken Switch and Horrible Customer Service

Hello Mlovely –


Thanks for reaching out to us, and for your patience while we work to respond to everyone during this very busy time of year. The Neon Joy-Con variant of the Switch has been difficult to keep in-stock since its release, and has been exceedingly popular. That said it’s quite concerning to hear after searching diligently you were able to secure one, however it arrived defective. Your clear disappointment with this is absolutely understandable, and I apologize that we were unable to provide you with a replacement during your visit to your local store.


If your local stores did not have another Neon Joy-Con model to replace your defective one with than we should have offered either a full refund or exchange for a Gray Joy-Con variant since is also sold out of Neon models. I absolutely understand not being satisfied by those options, however they are the only resolutions we’re able to offer due to supply limitations. I do thank you for taking the time to post and share your experience with us here, and invite you to post again should you have any questions or other concerns we may address and be of assistance with.


Best Wishes,

Michael M|Social Media Specialist | Best Buy® Corporate
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