Best Buy = Crooks

[sralmas]

I wanted to share this story:

I purchased a laptop at BustBuy in late September 2002.  I mentioned to the sales rep that it was important that the laptop be reliable as it was my primary computer for work (at that time) and that I couldn't be without it if it malfunctioned.  She said "then you will NEED our replacement plan.  If anything goes wrong within the 3 year term of the plan, bring the laptop back and we'll replace it with a comparable model.  This way you don't have to send it back to the manufacturer for repair." or words to that effect.

Yep, you guessed it.  Last week, I had a problem with the laptop, I brought it back and  . . . . . no such thing as "replacement plan"  They only have a repair plan that "requires" the laptop be sent out for repair.  Minimum 2 weeks.  If it cannot be repaired within 5 weeks, they'll replace it.  That doesn't help me much.

Long story short: I was lied to and nobody at the store level will take responsibility for it.  I am commensing a lawsuit in small claims court against Best Buy for, at a minimum, a refund of the cost of the so called "replacment plan" and I will NEVER shop Best Buy again.

Thanks for listening.  I feel better now.

[Tixx]

I'm curious as to the result. Keep us informed:)

[cbulock]

Yea, they are crooks. I bought a laptop from there, and they told me I got a free year of MSN internet as part of the purchase. I said I didn't want it as I was never going to use it (I have cable internet, and there isn't any local access numbers where I live). But it turns out I was given it anyway. I purchased the laptop with cash, but it seems they have my debit card number on file because they gave it to MSN and I was charged for access for six months unknowingly. (I don't always look at my bank statements that carefully, so maybe I'm at fault somewhat.) I called MSN to cancel and try to get my money back, but they said there was no way to refund the money, I would have to talk to Best Buy. I called them and now I have to go there and talk to them in person. The Best Buy is about an hour away, so I hope they refund the money as I don't want to have to make to many trips up there.

[VicAjax]

good luck. unfortunately, unless you have something in writing, your chances may be slim. i actually canceled a purchase of a best buy laptop because i wasn't comfortable with their return policy, or with shelling out 249 bucks for their extended warranty.

[jiserrab]

Sorry to hear about your misfortune, sralmas. Apparently you are not the only ones displeased with BestBuy. Check out THIS (http://www.bestbuysux.org/) site . I see it more as entertainment(the site). I mean how could you not like a store so much as to dedicate a lot of time and a whole website to it. Just don't shop there if you don't have a good experience. I have never had any problems with BB so I can't relate.

I do hope you win your case in small claims court though. I did hear one salesperson mention to a consumer that with the service plan if there is "something wrong"(he actually used his hands and quoted) you can bring it back and they will give you credit for what you paid for the item. The person was actually looking to buy a M130.

I think CompUSA actually has a replacement plan, though it does cost quite a bit more.

[KelAZ1]

Originally posted by sralmas
I wanted to share this story:

I purchased a laptop at BustBuy in late September 2002.  I mentioned to the sales rep that it was important that the laptop be reliable as it was my primary computer for work (at that time) and that I couldn't be without it if it malfunctioned.  She said "then you will NEED our replacement plan.  If anything goes wrong within the 3 year term of the plan, bring the laptop back and we'll replace it with a comparable model.  This way you don't have to send it back to the manufacturer for repair." or words to that effect.

Yep, you guessed it.  Last week, I had a problem with the laptop, I brought it back and  . . . . . no such thing as "replacement plan"  They only have a repair plan that "requires" the laptop be sent out for repair.  Minimum 2 weeks.  If it cannot be repaired within 5 weeks, they'll replace it.  That doesn't help me much.

Long story short: I was lied to and nobody at the store level will take responsibility for it.  I am commensing a lawsuit in small claims court against Best Buy for, at a minimum, a refund of the cost of the so called "replacment plan" and I will NEVER shop Best Buy again.

Thanks for listening.  I feel better now.

You MUST keep us posted as to what happens! What a cliff hanger! I love to see the little guy take on the big guy...especially when the little guy wins! Good Luck!

[Macabre Man]

Not all places are bad. :)

[Unregistered]

You just shouldn't listen to what the employees say. Read the fine print. Also, could you really expect that the laptop would be replaced immediately if *anything* went wrong with it? No company offers that kind of warranty, without charging a huge amount for it. Best Buy is great if you odn't pay attention to what the employees say and use your brain.

[Clie_Tek]

I have to agree with the unregistered post above, if you didn't bother to actually read the agreement and simply took a minimum wage employees word for it then it's your own fault. You should have asked to see it in writing, espically for a high ticket item like a notebook, if you were really that concerned about it.

[sralmas]

I hate to knock you off of your soap boxes, but I didn't get anything in writing until after the purchase, which was a little leaflet stapled to my receipt and the salesbot said "I'll jut put your receipt in the box for you."  I am sure that when you get home with your new laptop the first thing that you do is read things like leaflets stapled to your receipt.

Further, last time I checked, it is against the law in New York to intentionally make a statement of fact that is materially misleading with the intent to deceive and/or defraud.  I am an end user; why should I be charged with the knowledge of the financial viability of a paid-for insurance plan on a 1,000 laptop.  At $200 for the plan (20% of the purchase price), it doesn't seem unreasonable for a replacment plan.  Heck, a replacement plan for a $500 PDA is about $100, isn't it?

[wnm]

My experience with BB, is that if you don't know what you want and the specifics of their programs/plans don't bother with them. They will do to you as they did to sralmas. My wife and I went there last saturday to buy a flat screen tv, and the first thing out of the sales girls mouth was "do you have a line conditioner and you should get our replacement plan". We passed. Everyone I talked to since said they never heard of or the need for a line conditionner.

Not to mention that the store was too crowded and too loud.

[cgjohn70]

Should you have a line conditioner? It's a debateable subject, but a good surge protection/line conditioning unit will improve your picture - on some TV's it will be more noticable than others - and on some you'd have to hook up a bunch of diagnostic equipment to see the actual change...... do you really need it? Well if you are like me and a bit of an audio/videophile then you probably will end up getting it. Your average TV watcher - probably wont.

There is a good 35-50% markup on the cost of those items and they push them at you to try an boost margins. Accesories= higher margins = more income for the company you are buying it from.

:)

[sdsdsd]

I hate to knock you off of your soap boxes, but I didn't get anything in writing until after the purchase, which was a little leaflet stapled to my receipt and the salesbot said "I'll jut put your receipt in the box for you." I am sure that when you get home with your new laptop the first thing that you do is read things like leaflets stapled to your receipt.

You could (and should) have asked to see the leaflet before the sale. If they failed to provide a copy, I would have walked. Hey, you're spending $250 on this plan. When I spend $250, I want to know what I'm getting, and I won't just take a salesperson's word for it. A verbal agreement is worth the paper it's written on. Good luck in your suit, though I don't think you're going to get much of anywhere in a "he said, she said" situation.

[sralmas]

First, upon reading the service plan, it is within the discretion of the repair department to allow an exchange without sending out for repair.  In my case, the department manager simply failed to excercise the discretion and demanded that the laptop be repaired, despite my advising him of the background to the story and my business need for the computer without interruption.

From a practical perspective, it matters little to me whether I prevail in small claims court.  The purpose of the suit is really to show Best Buy and the department manager that there is a cost associated with the way in which they handled this situation.  While I might technically lose in court, it won't be without dragging the department manager and perhaps even a Best Buy lawyer to a small claims court on two seperate Tuesday evenings at 6:30pm in order to resolve the case (here in Albany, NY, the first appearance in court is to see if the case can be resolved; if not, a trial date is scheduled and a second appearance is required).  When Best Buy finds itself spending time and money defending cases like this, it will think again about how much pressure it places upon its employees to sell these plans, whether dishonesty will be permitted, and how it will handle situations such as mine when confronted with an unscrupulous sale of a "replacement plan."

My suit is not frivilous.  I have a ligitimate case and am entitled to be heard by the court.  Best Buy will have to make a business decision whether it wants to defend the case and at what expense.

[quack]

I agree that the suit is not frivolous (though I'm not sure I would the have energy to go for it). I doubt the employee was lying to you; I think it more likely that this person was dumb and misinformed. I've noticed at these large places like Best Buy or Fry's, a lot of the employees know less about the product that I want than I do; I've also noticed that when they don't know something straight off, they'll make up an answer. This has happened for a lot of my large item purchases. I'm not sure why since I'm assured that BB employees make no comission.

I was once told by a Fry's employee once that if I dropped my PDA and broke the screen that the store would replace it. I didn't believe him and asked for the plan details.

Fry's employees do make comission, i think, so maybe HE was lying...

*sigh* let the buyer beware...

[sralmas]

just a post to keep this on the site.

[wnm]

Originally posted by cgjohn70
Should you have a line conditioner? It's a debateable subject, but a good surge protection/line conditioning unit will improve your picture - on some TV's it will be more noticable than others - and on some you'd have to hook up a bunch of diagnostic equipment to see the actual change...... do you really need it? Well if you are like me and a bit of an audio/videophile then you probably will end up getting it. Your average TV watcher - probably wont.

There is a good 35-50% markup on the cost of those items and they push them at you to try an boost margins. Accesories= higher margins = more income for the company you are buying it from.

:)

We have digital cable. Since we got it 18 months ago, we have never had a service interruption, and the picture is perfect.

[madkins007]

Sue them! Stores that allow (or encourage) employees to misrepresent store policies need to told in no uncertain terms that this is not only illegal, but terrible business that may provide a small profit today but will hurt them tomorrow.

There is NO EXCUSE for a store to lie to customers, or to have employees who don't know what they are talking about- except that the public usually just rolls over and lets it happen.

[Unregistered]

Originally posted by sralmas
<snip>the department manager simply failed to excercise the discretion and demanded that the laptop be repaired, despite my advising him of the background to the story and my business need for the computer without interruption.
<snip>
When Best Buy finds itself spending time and money defending cases like this, it will think again about how much pressure it places upon its employees to sell these plans, whether dishonesty will be permitted, and how it will handle situations such as mine when confronted with an unscrupulous sale of a "replacement plan."


First, I believe you were wrong and that there should be a measure of recompense, however.........

The Department manager DID excersise his discreation, may be not the way you wanted or he should have, but hed did excersise it.

Second, prior to the claim, I would have contacted the territory manager. I was a district manager for a large electronic retailer, albeit 12 years ago, and these were our priority and we were measured on the resolutions.

And last, this will not cost Best Buy anything beyond, perhaps, some extra time for a low paid employee or manager. The lawyers are theirs, getting paid wheter they go to court or not. Also, unless things are different where you are, attorneys are not allowed in small claims court.

The way this should have played out was the store manager contacted, he evaluated the situation and (assuming you weren't questioning someones heritage by this point) he should have bit the bullet, at the very least offered you some type of loaner and had a talk with the employee in question. I've never understood why they fight these tooth and nail since these policies are underwritten by an insurance company and they get at least a partial if not full recovery.

Also, if a extended warranty is around 10% they are usually worth it, at 15% they become questionable, over that they are rarely worth it unless it is a true insurance policy and offers replacement.

While I truly hope you get somewhere, the court will probably go with the written contract.

[Baloo]

I hate when I do that. THe above post is mine and I meant to say you were "wronged" not "wrong"

[Unregistered]

Originally posted by madkins007
Sue them! Stores that allow (or encourage) employees to misrepresent store policies need to told in no uncertain terms that this is not only illegal, but terrible business that may provide a small profit today but will hurt them tomorrow.

There is NO EXCUSE for a store to lie to customers, or to have employees who don't know what they are talking about- except that the public usually just rolls over and lets it happen.

So let me get this straight: You are told about a replacement policy. You buy the product, accept the replacement policy and get a written description of the replacement policy. You did not read the details of that replacement policy and now it's time to sue?

Or in the other case, you tell them not to charge you for MSN and they do anyway and you admit to not checking your bank statements frequently. What about the receipt? Wasn't it on there??

In both cases, the onus falls on the consumer. The Best Buy employees may or may not be giving the full information. However, if you are given a document, it is your responsibility to read it and make sure it is correct.

Accept the responsibility here. Best Buy didn't steal from you, you stole from yourselves.

[cbulock]

Let me clarify the MSN thing. I was given a year free. Once the year was up, I never heard from MSN or even sent a bill. The reciept doesn't even mention MSN. But apperently I was signed up for it. So once the year was up they just started charging my debit card for the service. It was very sneaky since I never even gave MSN my debit card number. I'm going to look more into this since Best Buy gave them my number and I never even approved it. It must somehow be against the law. Yes, I don't allows look that closely at my bank statements. I use the debit card usually two or three times a day, so a charge of 21.95 doesn't really stick out that much.

[Unregistered]

Originally posted by cbulock
Let me clarify the MSN thing. I was given a year free. Once the year was up, I never heard from MSN or even sent a bill. The reciept doesn't even mention MSN. But apperently I was signed up for it.

cbulock,

I apologize! That was certainly not your fault!!

[IanTustin]

Hey guys,
I work saterdays at a place in the UK, comet, as a salesman. It sounds similer type of place. The warrentys are good, but you have to read the small print and play the company at there own game.

My 2 1/2 year old 200 pound mini disk player took a drop a month or two ago, and I now have a brand spanking new one all for a 34 pound cover plan ;)

As I say, do read the small print, and get a feel for the sales people. Some are real cowboys and they will take you to the cleaners if you give them an inch. BUT some are nice people who will give good advice, regardless of the profit/value.

It depends on the store/salesperson/managers/time of the day/time of the year/weather.. what sort of advice you'll get.

Ian.

[Griff]

My 2 1/2 year old 200 pound mini disk player took a drop a month or two ago, and I now have a brand spanking new one all for a 34 pound cover plan

Took me a moment to realize you were talking about cost and not weight <LOL>.

Seriously, any insurance is a gamble. How many people ever get the actual value from health insurance, or auto insurance? But we still pay those, just in case.

[sralmas]

[i]Seriously, any insurance is a gamble. How many people ever get the actual value from health insurance, or auto insurance? But we still pay those, just in case. [/B]

Yes, but if yu buy auto insurance and you get in an accident, barring outrageoous circumstances, your insurance company covers the loss.&nbsp; They don't deny your claim&nbsp;on the grounds that the policy only&nbsp;covers collisions with a bus full of penguins.&nbsp;&nbsp;And when you are sick, your healthcare insurance company pretty much covers the costs and doesn't deny your claim based upon the grounds that your illness isn't curable by a blood-letting by leaches.&nbsp; All kidding aside, the "replacement policy" that I was sold has a huge hole in it allowing for the manager to use his discretion and the salesperson sold it on the explicite misrepresentation that management always replaces the unit.&nbsp; In this case, either (i) the manager's decision was either&nbsp;arbitrary and capricious or (ii) the manager never considered replacment.&nbsp; Either way, Bust Buy should have to explain itself to a Judge.&nbsp; If I lose, I'll take my lumps; but I won't do it laying down.

[rei]

Future Shop (owned by Best Buy) did everything short of accuse me of theft when the shipping list/receipt serial number of the Motorola V60G cellphone I bought and decided to return (never even activated or used it, only charged it) didn't match the number on the box.

[ghettobuddha]

Originally posted by davemohan

I tend to look at all extended service or replacement plans as very unlikely to be a good value.&nbsp; These are not offered out of altruism, they have to be profitable.&nbsp; And to get an idea of just how profitable, look at how hard they are pushed.&nbsp;



This is true. But plans are also there because many customers DEMAND them. Seriously.


Originally posted by davemohan

This is usually a bonus commission to the employee, typically at a higher rate that standard commission, hence the drive.



Best Buy employees do NOT work on comission. At Circuit City there is more commission for workers, but as of last week CC has STOPPED paying their employees on commission; many have quit.


I quit working at Best Buy because the customers want way too much from a non-commissioned employee and I was NOT getting paid enough for all the work I did. I got tired of customers, especially educated customers, coming into the store looking to cause trouble by outsmarting the employees as if it was some sort of entertainment.

Getting back to the point, it is YOUR job as a consumer to protect YOURSELF. Just because you were told something doesn't mean anything; how are you going to PROVE that they told you? You can't simply provide ANY evidence that you were told, we just have to go by your word, and that does not fly in court. All you can provide as far as in evidence is that leaflet and your receipt, both of which state that Best Buy may send out your unit for repair.

I completely understand your anger, but you gotta hold yourself somewhat accountable. You'll know better next time, and I'd still reccommend shopping at Best Buy, just protect yourself better next time. (Best Buy still has some of the best prices :P)

As far as in CBULOCK's case, I'm not sure how they charged you for the MSN. It isn't possible without the debit card present. I believe you may have unintentially signed up on ANOTHER purchase when you acutally used your card. Did an employee ever tell you that you "qualified for a free 30 days of msn"? If that is so, then they actually used your card and signed you up. I've heard several complaints about a few stores actually doing that. Look into your billing periods for MSN; call them and ask when you first "signed up".

Good luck, I'll STFU now.

[Griff]

Sralmas...I wasn't commenting on your case...but on those that said the agreements were rip offs.

Imagine the homeowner who has insurance, and has his house flood, then realizes he doesn't have flood insurance.

As with anything, it's in the details.

[Noah]

The BB service plans aren't all bad though. I had a friend that had one on his M505 and it went crazy. (That static electricity cradle option...) Anyway, they replaced it- no questions asked and he got a Clie!! So it was a happy ending. :)

Seriously though, I've had a little experience with them myself and here's how I see it. The contract says that they will "replace or repair" their option. THIS IS IMPORTANT TO UNDERSTAND!! They do have several things that they just throw out. (Awia Car CD players for example- like mine :D ) So for those, if they see that it's bad, you walk to that department wave your flyer thing at them, and they swap it out right there. Not a bad deal.

The thing though, is to understand that if they want to repair it, they can. It's in writing for crying out loud! The salesmen can yell and scream at how you'll get to walk in and swap it out at your liesure for 4 years, but you have to think and understand the whold picture.

I've had great experience with them, and I'm comin' back. Till I get burned anyway.

I feel better now. :) (And no, I don't work for them.)

[parmesian]

i am sure the manager has instructions based on the cost point of the product being returned. low cost point items (ie. pda's, car audio, portable cd players, etc.) cost as much to get sent off and fixed (very few stores can afford to have techs in place for every product) as it would to change the product out. higher cost point items (big screen tv's, computers, etc. can usually be fixed with simple board swaps by the in store techs and these items are very unlikely ever swapped for new (unless there have been multiple returns of the product).

while this does not in any way excuse the employee from infering (or outright saying) that all problems are fixed with a swap, it does help understand why it wasn't done in your case. in my case, i have an new nx70v to replace my old nr70v which refused to hold a charge for more than twenty minutes (low cost point).

good luck holding the store responsible for the actions of its employees.

[Unregistered]

blah

You MUST keep us posted as to what happens! What a cliff hanger! I love to see the little guy take on the big guy...especially when the little guy wins! Good Luck! [/B][/QUOTE]

[doni]

I for one LOVE BB! I call it the toy store. I've never ONCE had a bad experience there.

I purchased the replacement plan when I bought my Handspring Visor. Then when the screen got scratched, they replaced it without question (I upgraded to a Visor Deluxe for another $20). Then about a year later the screen on the VDX started "shifting" in the case. Again, they replaced it without question (at this time, I upgraded to a Clie T615 for another $15).

The replacement plan doesn't actually "replace" the product per-se. If the covered item, is damaged, they issue you a store credit. Then you can take that store credit (of the full amount you paid, not what that item sells for when you activate the service)and buy anything else in their store that you want.

[Unregistered]

I am an employee at Best Buy in the Wireless/PDA department. I always keep myself informed with the latest PDA news. The "replacement plan" that everyone is talking about is not offered on big ticket items. However, a "SERVICE plan" is. A "product SERVICE plan" is sold to people wanting to buy a PDA or other big ticket item. The plan will either REPLACE or REPAIR at the manager's discretion. The "product REPLACEMENT plan" states that it will REPLACE the unit right then and there. Unfortunately, the "product SERVICE plans" have to be pushed very hard because it means the difference between getting paid and being unemployed. When I am working, I always set the Plan in customers hands for them to look over. I do admit to explaining the benefits and not the downsides because I would be fired if I did so. It IS the responsibility of the customer to read the Plan before they purchase it.

[noah]

Well said. This really isn't that hard to understand- (especially if an Okie like me can get it ;) )
Originally posted by doni
I for one LOVE BB!
Make that two of us. :cool:

[sralmas]

Prior to filing my suit against Best Buy (see above), I had them send the laptop for repair.&nbsp; The laptop is 4 months old and still under the manufacturer's warranty.&nbsp; I found out today that, upon receiving the laptop at the Albany store, they held onto it for two days and then put it on a truck to the BustBuy service center in Boston to be examined.&nbsp; Boston is 3.5 hours from Albany, yet it took 4 days to arrive in Boston.&nbsp; After holding onto to the laptop for an additional two days, BustBuy decided that, because it was under the manufacturer's warranty, it must go to HP for repair.&nbsp; The laptop spend another day in transit to HP and has now been with HP for two days.&nbsp; They will have it for 3-7 more days while they fix it before they send it back to the BustBuy center in Boston, which will have to check HP's work for 2 days and then 4-5 more days in transit back to Albany.

So, in summary, if I DID NOT have a BustBuy warranty, I would have had my laptop back from HP in 5-10 days.&nbsp; BECAUSE I have a BustBuy warranty, it will take a minimum of 3 weeks.&nbsp; You do the math.&nbsp; This is on top of being lied to by BustBuy as described in my initial post.

[sralmas]

Stormi:

A small point, in my recent talks with the folks at BustBuy they are quick to point out that the cover of the pamphlet says SERVICE contract not REPLACEMENT contract. So now I ask you: did you buy a PDA SERVICE contract or REPLACEMENT contract. You see, even you are getting tripped up in the meaningless distinctions drawn by the names of these plans and what they cover. As for reading the pamphlet, did you read every line on the printed receipt for your PDA purchase. Or even the PDA's warranty . . . line by line . . I didn't think so. In any event, sounds nice to say as a Monday morning quarterback, but when you are inundated with manuals and reading material, the little brochure that they slip into a bag isn't on the top of your mind.

Finally, as I have said previously, I don't really care if I win or lose. The point is to inconvenience BustBuy as much as they are inconviencing me; whether or not I win. Either way, it's a judgment call that the judge will have to make based upon the totality of the evidence. I think there is something there; maybe not a slam dunk, but something to talk with the judge about.

[sralmas]

Stormi:

Also, even assuming that it was incumbent upon me to completely ignore the misrepresentations of the sales person, can you please explain to me how it is MY fault that the repair will take three times longer to be completed BECAUSE I have the BustBuy warranty. With it: at least 3 weeks. Without it: probably 5 but no more than 10 days. Seems to me that if I paid extra for a warranty, the least that BustBuy could do is to use all of its efforts to expedite repairs; not take 6 days to get it to a service center that is 3.5 hours away -- twice -- once in each direction to and from the Center.

That is just BAD SERVICE.

[mrdeucie]

Originally posted by Unregistered
The "replacement plan" that everyone is talking about is not offered on big ticket items. However, a "SERVICE plan" is. A "product SERVICE plan" is sold to people wanting to buy a PDA or other big ticket item. The plan will either REPLACE or REPAIR at the manager's discretion. The "product REPLACEMENT plan" states that it will REPLACE the unit right then and there.

I am not too clear on this. What exactly is considered a "big ticket" item?

[destarr]

Wow- so surprised to see that I am not the only one who has had difficulties with the people at BB and CC. As for my personal experience, while many of you have quoted "look at the details, read the fine print." Sorry, but you are all wrong. The idea here is to help yourself, not to help BB and CC. If you follow the guidelines and rules verbatum on the contracts, you will always lose. If you stick to the "picture perfect" way you will always be getting a rip off.

About 6 months ago my laptop started acting up on me. I called the repair people at CC service and began my long road to recovery. I followed the rules exactly and never strayed off course. Due to this I was without a computer for a whole semester of college, all because of 3 faulty motherboards. In the contract the service providers are given 3 tries within a year to "fix" my computer. They failed three times on me, each worse than the faulure before it (the last one I found right as soon as I got it out of the box). So following the rules I said "Well, I guess I'll be getting a new computer then, right CC. They said no, they said that they would pick a computer for me, refurbished or not, and if I did not like their offer then I would just have to settle for the money that It would cost them to get that computer. THe computer that they chose for me did not have a 3.5 drive and my old one did, so I asked if they could afford the measly $50 to give me the drive, they said no, impossible. So they wanted to give me either a refurbished computer that did not even have the same number of drives as mine or $1000, to replace a computer that cost me $2500 the 1.5 years ago that I bought it.
Needless to say I was livid. I marched right into my local CC ready to tear apart about thirty red shirted fools, but then I learned the great secret to the game. By actually talking with someone and forgoing the contract, I was able to walk away with a computer that was 10 times better than the one I hassled with. By explaining my hassle and letting them feel my pain in a sense, I was actually pleased once again with CC.

I have also had good results at BB with appealing to people rather than sticking to the contracts.

Cell phones: Reception wasn't as good as It once was, got the brand new model for my two year old one

Palm pilots: Best one yet:) I had an old cassiopeia, grayscale that I traded for a new casiopeia e-125 (said the battery wasn't charging well), then got tired and frustrated at the cassiopeia, did the same thing again and got a Clie nr70v

sralmas what you should have done after getting snubbed by the one manager is go down the street to the other BB and try again ,almost a guarantee that the results would have been different.Ignore these guys and their lawerlike words, stick with your gut, you were wronged and living in a service economy that is everything

[mashoutposse]

Damn, destarr -- register! Your post was so on-point.

I had IMMENSE problems trying to exchange an NR70V for the NX70V using my warranty. I argued with the people at BB Store #1 and was stonewalled. I sat in my car, pissed off for a few minutes that they 'won.' I said to myself, "Store #1 might have won, but no matter what, I'm coming home with a brand new NX70V TONIGHT." I once read a book about dealing with people, and I learned a very valuable lesson:

To get what you want from people, it is infinitely more important to be nice than to be 'right.'

So I went to Store #2 and tried a differnt approach -- less aggressive, more personal. Cut out all of the pseudo-lawyer know-it-all talk. In about 10 mintues, I had my new NX70V, as promised to myself ;)

[davy19]

best buy are crooks, and i refuse to ever buy anything again.

i tried to exchange my nx70, they told me when i bought the warranty, any probalems just come in and we will repalce if we dont have you get anything else for the same price.


I finally got what I was told, but it took a long fight and for the employee to make it sound like he was doing me a big favor and this is the only time they will help me.


i dont understand the use of an extended warranty if all they do is it send it back to the manufacturer? We can do the same thing and probably get it quicker and will go through less hands.

[mrdeucie]

Originally posted by davy19
best buy are crooks, and i refuse to ever buy anything again.

i tried to exchange my nx70, they told me when i bought the warranty, any probalems just come in and we will repalce if we dont have you get anything else for the same price.


I finally got what I was told, but it took a long fight and for the employee to make it sound like he was doing me a big favor and this is the only time they will help me.


i dont understand the use of an extended warranty if all they do is it send it back to the manufacturer? We can do the same thing and probably get it quicker and will go through less hands.

Well if they can get it repaired for free after the Sony warranty is void the extended warranty makes sense, otherwise it doesn't make sense to give it to them while the Sony warranty is still valid.

[davy19]

Originally posted by mrdeucie


Well if they can get it repaired for free after the Sony warranty is void the extended warranty makes sense, otherwise it doesn't make sense to give it to them while the Sony warranty is still valid.


True but the sony warranty is good for 1 year and by that time, most people get new palms..lol at the rate sony puts out new ones.

but seriously the point is they are being very unethical when it comes to deceiving you.

yes maybe by letter of law they are allowed to get away with it, but still bad customer service.

[cbulock]

Originally posted by davy19
i dont understand the use of an extended warranty if all they do is it send it back to the manufacturer? We can do the same thing and probably get it quicker and will go through less hands.

By definition, the extended warrenty is giving you a warranty longer than the manufactures warrenty. If you planned on getting a new PDA before the regular warrenty is up, why would you get an 'extended' warrenty?

[destarr]

Originally posted by mashoutposse
Damn, destarr -- register! Your post was so on-point.



I am, I just was in a hurry when I wrote the post, glad to see that I am not the only on to pick up on the "easy" answer to what has now turned into a huge deal. 10 minutes sounds much better than days of frustration

[cpuhog]

Originally posted by cbulock


By definition, the extended warrenty is giving you a warranty longer than the manufactures warrenty. If you planned on getting a new PDA before the regular warrenty is up, why would you get an 'extended' warrenty?

During several visits to BB I've been told that you could even use the Service Plan as a way to upgrade to a better PDA if you "know how to present your intentions". So, naturally,&nbsp;some customers have taken advantage of this.

I have had good and bad experiences with BB. I'm lucky that around my area there are 3 BB stores so what doesn't work in one may work in any of the other two. At the end of the day I&nbsp;have always got some level of good service out of them - just by working the system.

Now, I&nbsp;strongly believe and agree that they are taking advantage of the human nature (which apparently means nothing or has not consideration when there is a piece of yellow-&amp;-black paper defining the "Replacement" or "Repair" service agreement)... I feel the frustration of some as I have experienced it too ... but you do learn (in a good way or bad way) how they work, how they&nbsp;over-simplify their service agreements, how they &nbsp;try to help, and how they may not... so next time is your turn to win.

This country is about believing in something ... if you strongly believe in your the legality of your claim then go for it! Best of luck ... perhaps you may make a difference (big or small but a difference indeed).

At the end ... it is people dealing with people... BB is out to get as much $$ from you as possible ... while you are trying to get as much from your&nbsp;$$ as possible.

Just some thoughts before my morning cup of java ... hope it makes sense.

-cpuhog

[SprSaiyan8]

Originally posted by jiserrab
Sorry to hear about your misfortune, sralmas. Apparently you are not the only ones displeased with BestBuy. Check out THIS (http://www.bestbuysux.org/) site . I see it more as entertainment(the site). I mean how could you not like a store so much as to dedicate a lot of time and a whole website to it. Just don't shop there if you don't have a good experience. I have never had any problems with BB so I can't relate.

I do hope you win your case in small claims court though. I did hear one salesperson mention to a consumer that with the service plan if there is "something wrong"(he actually used his hands and quoted) you can bring it back and they will give you credit for what you paid for the item. The person was actually looking to buy a M130.

I think CompUSA actually has a replacement plan, though it does cost quite a bit more.
somrone need to make one for wal-mart

[Baker1369]

I have had a great personal experience with Best Buy. I got a service plan on my original N610c that i bought two years ago (I think). I had problems with three of them and on the third time I took it in, I got a brand new T615. After a year of owning the 615, the digitizer went out. I took it in and got a brand new nx60 for the price difference. I was never in the store longer than about fifteen minutes and the only problem was one rude employee. Their pda replacement policies are excellent imo. They have saved me a ton of money in the last two years as far as my pda "habit" goes...I guess people just have different experiences.

[Baker1369]

I also know quite a bit about the pdas they sell (more than the people who work there) but I just played stupid and nice when I went in...it worked like a charm. I let them tell me all about what I already knew and made them feel like they were selling me on something...$200 for a new nx60 ain't half bad.

[mrdeucie]

Originally posted by Baker1369
I have had a great personal experience with Best Buy. I got a service plan on my original N610c that i bought two years ago (I think). I had problems with three of them and on the third time I took it in, I got a brand new T615. After a year of owning the 615, the digitizer went out. I took it in and got a brand new nx60 for the price difference. I was never in the store longer than about fifteen minutes and the only problem was one rude employee. Their pda replacement policies are excellent imo. They have saved me a ton of money in the last two years as far as my pda "habit" goes...I guess people just have different experiences.

When your digitizer went out the whole screen no longer functioned?

[Baker1369]

a little spot at the top about as wide as the menu bar went out...it surprised the heck out of me that they took it but it got me a nx60...