Monday, January 9, 2012

A VERY UNHAPPY BEST BUY CUSTOMER

 
 --------------- Original message ---------------
 
 
Subject: Email from Best Buy
Customer Submitted - Contact Us
Topic: I found a bug
 
Subcategory:
Submitted on: Jan 09, 2012 13:35:45.5587406
Full name: PHYLLIS CARTER
ID Details deleted here

 
I purchased a Samsung computer monitor on January 7, 2012 and I am having serious trouble with it.
 
I have spent many hours trying to solve the problems on my own without success. For one thing, the instructions on the screen are in a foreign language - Hungarian or Finnish or Swedish - not English.
 
Secondly, the "pictures" - pages - are enormous. It is like being zoomed in to the largest possible images and I can not back away to see full pages.
 
Emma served me at the Geek counter. I am handicapped and bringing the equipment to the store is an enormous burden for me. I need to talk to someone who may be able to help me correct the problems by phone. When I am online, my phone line is busy so please send me-mail first.
......................................
 
Dear Phyllis Carter,
 
Thank you for contacting Best Buy Customer Service about your inquiry.
In order to recieve assistance please contact our Geek Squad at 1-866-787-7991.
If there is anything else we can help you with, please contact us again by emailing customerservice@bestbuycanada.ca or by calling 1-866-BEST-BUY (1-866-237-8289).
 
Sincerely,
Stephanie 61592
Best Buy Canada
 
© 2009 Best Buy Canada Ltd. All rights reserved
Privacy Policy Terms & Conditions
 
--------------- Original message ---------------
 
From: Phyllis Carter
To: <customerservice@bestbuycanada.ca>
 
Subject: Re: Email from Best Buy - TO STEPHANIE 61592 FROM PHYLLIS CARTER

Stephanie,
 
I have spent hours on the phone trying to resolve this problem.
 
1. The menu on the Samsung monitor is in a foreign language.
 
2. The guide manual is on a disc. My computer plays CD's and DVD's but it says this disc is not in a supported format.
 
3. All the pages and web sites and icons and texts are in zoom mode - huge pictures and texts so it is impossible to see a full page or the edges of pages.
 
4. I am a 75 year old, handicapped person and this experience has been draining and very upsetting. I was told that this monitor was discounted (by about $5.00) but that it had been checked and there was nothing wrong with it. They should never have sold it to anyone without telling the client about these problems.
 
It was an enormous job for me to take apart my computer and all the components and go to Best Buy to buy a new monitor. I could barely lift my computer an inch off the floor to pack it so that a kind neighbour would be able to bring everything to Best Buy - in awful winter conditions, snow and sleet and slippery roads. And all for NOTHING. I am so upset.
 
At the Geek Squad number you gave me - 1- 866-787-7991 - the machine demanded a "gift card number". Since I have no such number - it just disconnected.
 
I finally contact "Cindy" at Geek Squad and she connected me with Samsung. Best Buy told me I could have a Geek Squad person come to my place, but I am a crime victim and handicapped and I never allow anyone in my apartment.
 
I spent about an hour with Samsung and got disconnected and finally found out the language on my screen is Hungarian, and there is nothing they can do about it. They told me to bring the monitor back to the seller. If it were just that simple.
 
What a miserable experience.
 
There is one thing that would help. If someone from Best Buy could give me a lift with my computer and the monitor to and from the store. It would cost me about a hundred dollars in taxis to make the trip.
 
A very unhappy customer,
Phyllis Carter
See PHYLLIS CARTER'S JOURNAL
It is all about Justice
http://phylliscartersjournal.blogspot.com
Now with more than 41,000 readers around the world.
.........................................
 
In a message dated 09/01/2012 11:16:04 P.M. Eastern Standard Time, customerservice@bestbuycanada.ca writes:
 
Dear Phyllis,
 
Thank you for contacting Best Buy Canada in regard to your TV issues. I apologize that I cannot direct this to Stephanie. Our system operates on a queue, and we do not get to select who answers particular emails.
 
If I understand correctly, you have exhausted all possible options to get the TV into an operable condition, and need to return it. Unfortunately, the online store has few solutions to offer you, since it appears that this was an In Store purchase. We do not have access to In Store orders, and cannot process Returns for items purchased In Store. We also don't have access to local shipping options. Had this been an Online order, we could have arranged an RMA and shipper to pick it up from your door, but we cannot do this for In Store purchases.
 
As frustrating as it may be, your best bet may lie in trying to contact the Manager of the store where the item was purchased. Begin by explaining your handicapped situation, so that he/she knows you have fewer options available to you from the start, especially in this difficult season. I hope he can arrange something with you. Perhaps one of their product experts may even know a solution that Geek Squad and Samsung did not that might make the TV operational.
 
If there is anything else we can help you with, please contact us again by emailing customerservice@bestbuycanada.ca or by calling 1-866-BEST-BUY (1-866-237-8289).
 
Thank you for contacting Best Buy Canada, we look forward to serving you in the future.
 
Sincerely,
Chris
Agent ID 66493
Best Buy
............................................

Reply to Chris at Best Buy
 
I did not buy a TV. I bought a monitor for my computer as I wrote in my email to you.
 
Further, I have spent hours on the phone trying to reach ANYONE at Best Buy in Pte. Claire. They do not answer their phones. I tried all day without success. So it is impossible to speak to any person at the store by telephone.
 
I will report this experience on my blog and on Facebook and see what my readers suggest.
 
Phyllis Carter
 
 
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