I bought a Boost clutch phone from the Best Buy store in Panama City, FL back in March 2010 for $69.95 which included a SIM card and wall charger. Earlier this month my ear piece went out on my phone and I could only hear my calls if I put them on speaker. I called the Best Buy and spoke to a lady in the cell phone Department. I explain that I had lost my receipt and what was going on with my phone. She asked if I had used a Rewards card and I told her yes. She said that as long as it is under 90 days old, they can look it up with the card and print out a receipt for me and that my phone would be exchanged under a manufacturer's warranty for no additional charge.
When I got to the store they looked up the receipt and printed it out for me and handed me off to a young black man. He told me that since I didn't purchase the 2 year replacement plan with Best Buy that there was nothing he could do and he looked over my shoulder at the next person in line. I explained to him what the lady had told me. He rolled his eyes and went and got another phone exactly like mine. After 5 minutes of fooling with the computer he told me that he was going to override the system just this once for me, but I was going to have to pay an additional $10.60 for the exchange since the phone was not on sale anymore and that if I didn't buy the replacement plan that they were never going to exchange anything for me ever again. I told him that I didn't think that was fair to have to pay more money for exchanging an item for the same exact product. He told me that he was very busy and asked me if I wanted the phone or not and was very sarcastic. So I paid the additional money and walked out of the store very mad.
When I call the Best Buy customer service number they told me that I should not have been treated the way I was, but there was nothing they could do about me having to pay the additional money since that's a Best Buy policy. I told them again I didn't think it was fair, that any other store I have gone to never charged me additional money just because the price went up or the item went off sale, and that I can get everything Best Buy offers at other stores or online for the same or lower prices. The lady said that she was sorry to see me go as customer and hopes that in the future I'll come back to Best Buy.
I will NEVER buy anything from Best Buy again since I have to PAY to exchange an item for the same exact one and deal with HORRIBLE customer service!
Pros: Good products
Cons: High priced, lousy customer service
more