12-24-2017 01:11 PM
The restock fee policy has a huge problem.
If a product is "not right", there is no recourse for the purchaser.
The product must fail to function at all.
I have such a situation.
I went to the Cascade Station store and explained focus problem with a 50mm Sony lens.
I was told there was no return for dissatisfaction in performance.
I worked with the Sony salesperson. He convinced me a firmware update was needed on camera and lens.
I went home and made the attempt to update.
The camera and lens were already at the latest firmware available!
Lens behavior goes from sort of OK to insane!
That goes for me too!
01-04-2018 01:55 PM - edited 01-04-2018 02:13 PM
Thank you for taking the time to write to us. I apologize for the delay in response during this busy time of year.
Getting a new camera should be exciting. I know I would also feel upset and frustrated if my new camera wasn't working in the way that I was expecting it to.
I'm sorry for any disappointment caused by our Return & Exchange Promise. In certain areas of the country, there may be a 15% restocking fee for the return of an opened item. If the store was unable to replicate your issue, you may still be able to place the return, but there may be a restocking fee for doing so. If you feel an exception should be made, I would encourage you to speak with the management at your local store, as they would be best situated to assist you with this. Cameras purchased October 29th, 2017 through December 30th, 2017 can be returned through January 14th, 2018.
It sounds like you feel that there could be changes that we could make to our Return & Exchange Promise. I would encourage you to share the details of your ideas with us on Best Buy IdeaX. If other customers upvote your idea, we may be able to implement some of your suggested changes!