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New Member
Posts: 2
Registered: ‎12-25-2017

Worst Purchase Experience Ever!!!!!!!!

[ Edited ]

Bought my son an iphone 8 plus ($1140.55) and AppleCare on November 24, 2017 (while he was home from college for Thanksgiving). When he returned to school his phone began to randomly shut down and the home button and speakers stopped working. There was no local Best Buy so he went to an Apple store where they reinstalled the software on his phone. Again a few days later the phone was experiencing the same issues. Now entering final exams, I told my son we will take care of the phone when he returns home shortly for Christmas break.

 

Upon his return, we went back to a local Apple store (Roosevelt Field, NY); they advised the phone had a software issue that was not covered under the Applecare plan. We were instructed to return to Best Buy. After explaining the events above to Best Buy, the salesman (Dennis) explained returns must be made within 14 days (we were there 4 days late). He was sympathetic and explained he can view the Apple Store's phone diagnostic, which he did, he also called Apple and spoke with a tech only to be advised what we were already told - AppleCare does not cover software issues.

 

Frustrated and still hopeful that by possibly speaking to a manager Best Buy would allow me to return, exchange, or swap out the phone. I met Kevin {removed per forum guidelines} (mobile sales manager) who was unsympathetic to us, and just repeated the store policy. After hours of pleading we were told "to have a nice day", and left with a phone that did not work.

 

I eventually went to a Verizon store where they allowed me to trade in the unusable Iphone 8 plus and I purchased an Iphone X for $780 dollars more, which is working perfectly.

 

Fortunately, I have never had such a bad customer experience before anywhere. I feel completely ripped off.

Posts: 6,972
Topics: 140
Kudos: 382
Solutions: 322
Registered: ‎11-30-2015

Re: Worst Purchase Experience Ever!!!!!!!!

Good Afternoon oldticker,

 

Welcome to the Best Buy Support Online Forum Community! Getting a new phone is certainly exciting, and I appreciate the time you’ve taken to share the issue with your son’s phone with us. I’m sincerely sorry for my delayed response due to the holiday season we’ve been busier than usual, and we’re doing our best to catch up.

 

As you can understand since you purchased a device attached to a carrier plan an exception to the Return & Exchange Promise wasn’t an option due to the agreement with your mobile provider. I’m happy that Verizon was able to assist you directly with your concerns though.  My sincere apologizes that the agents at your local Best Buy weren’t able address your concerns in a professional manner.

 

Thank you for sharing your experience with us!

 

respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎12-25-2017

Re: Worst Purchase Experience Ever!!!!!!!!

Thank you for your reply Mariah,

 

"As you can understand since you purchased a device attached to a carrier plan an exception to the Return & Exchange Promise wasn’t an option due to the agreement with your mobile provider".

 

I'm not exactly sure why you're assuming I purchased a phone attached to a carrier plan?. I purchased an unlocked phone that could be used on any network as I am not currently under contract with any carrier. I respectfully think you have missed the real issue with my "Worst experience ever", by providing no explanation as to why Best Buy was unable to assist me in any positive manner such as making a return, exchange, or phone replacement, etc. Instead, I had to spend an additional $779.92 at Verizon (where I am not under contract) to buy a new phone, because Best Buy sold me a defective phone and refused to assist in any way.

 

Please consider I spent $1140.55 at Best Buy for an IPhone 8 plus (the defective phone) and was forced to trade it into Verizon (because they offered a trade in option) shortly after for $432.00.

Posts: 6,972
Topics: 140
Kudos: 382
Solutions: 322
Registered: ‎11-30-2015

Re: Worst Purchase Experience Ever!!!!!!!!

Morning oldticker,

 

Thank you for providing more clarification for me regarding your purchase of the iPhone 8 at your local Best Buy. I apologize for my assumption that you had purchased the device attached to a carrier plan. However, that doesn’t change how we would’ve been able to assist you since you did request assistance outside of your Return & Exchange Promise for a defective item. Our policy is very clear in that we’d be unable to accept back items in a different condition than which it was sold to you. I’m sincerely sorry that your local Best Buy wasn’t able to articulate in a professional, and kind manner that they’d be unable to help you. I appreciate the time you’ve taken to share your feedback with us.

 

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!