Best Buy — Attraction in Scottsdale

WORST CLIENT EXPERIENCE OF MY LIFE. WARNING, please read before purchasing Best Buy warranties! Buy your electronics through Amazon or Costco. I personally have spent close to $6K with Best Buy at this specific location over the past 5 years. I put warranty on everything I buy, and this is my first time using the warranty offered by Best Buy. This is the worst client experience ever, full of zero communication, misinformation, and no clarity. I work for a Fortune 400 IT company and I manage warranty team. The incompetence is unacceptable.

My Story - 2017 I bought a brand new 4K Samsung 65" TV. Come 2020 the pixel are shot (picture is below). I called into Best Buy to open a warranty ticket on 10/19. It took me 50 minutes on the phone to open a simple warranty case. Warranty coverage was confirmed by the BEST BUY representative. I was informed a technician would be by on 10/22 to look at my TV. 10 MINUTES after I hung up the phone from my hour journey to open a ticket, I received a text from a random phone number telling me the scheduled technician has been pushed back to 10/26. I called the number and informed this mystery person I just got off the phone with Best Buy and my appointment is for 10/22. The gentleman who called from a (414) area code, informed me, Best Buy can't see our schedule and we can't make that date." He then asked me to text him a picture of the serial number and model number, and they will order the parts. I responded but you haven't seen my TV, how do you know what parts to order? I was told they are "familiar" with the TV. Ummm okay.

10/22 I received an automation phone call from Best Buy confirming my technician appointment for today. Wait, I thought it was moved back the 10/26? No surprise, no technician showed up. 10/26 my door bell rings and it's THE TECHNICIAN. He came in, briefly looked at my TV, and said the pixel are gone. He took 2 pictures and told me my warranty team will contact me to replace the TV. He was in and out of my home in 5 minutes. I don't think he touched my TV. I'm still confused why I was asked to send a picture of the serial number and model number.

When I say no direction or follow-up occurred after that, I'm being nice. For the next 5 days I received no communication. I tried multiple times calling the Best Buy warranty team, and repeatedly hung up on. Finally I was forced to go into the store location. I went to the Geek Squad counter, they confirmed warranty coverage for the second time, and sent me back to the Magnolia area where I originally purchased the TV. I spoke to their representative and he slid a receipt in front of me saying it doesn't show I purchased a warranty. He called his counterpart over to his computer screen and he said, "it's right there in the system. A tech went out, so we are just waiting on the notes from the Tech for a repair of refund." I was told the notes are usually update with 24 hours.

Now it's 11/4 and my case was escalated twice with no response from Best Buy's warranty team or manager. I was told on multiple occasions to expect an email. I followed up with Magnolia for the latest status today. The response I received via text message was, "the warranty manager doesn't see a receipt of protection on that TV, I don't think there will be anything we can do." Warranty coverage was confirmed on two occasions, and it took them 2 weeks to inform me this is going to be Best Buy's stance.

RECAP - So Best Buy confirmed warranty on multiple occasions, sent out a technician to MY HOUSE deemed under warranty who looked at my TV. Hours out of my day were wasted on the phone and in person trying to initiate communication updates on my case. Two weeks later I'm told they don't see protection/warranty on Magnolia's side from 2017.

Instead of honoring my warranty and approving a refund that I would hand right back to Best Buy with an additional $1,500 to upgrade my TV, they lose my business. Not the sharpest crayons in the box. Amazon now gets...

PSA - Fraudulent Warranty Ticket by Rena Toma (Experience Manager). Her business card is attached, she should be fired immediately. Money gone AND no property! You NEED to read this BEFORE buying from any Best Buy, or purchasing their warranties.

My wife and I purchased a Dell Laptop for our son a few months ago and were sold a FULL COVERAGE ANNUAL WARRANTY by 'CJ' at the time in the computer department. This warranty was to cover anything that should happen to a laptop. We thought this would be perfect since our son in High School and travels between two campuses. Parents, you know what I'm talking about.

I got a call from my son, at school, regarding the laptop. It had been dropped and the screen was separating from base. No worries, we bought this FULL COVERAGE ANNUAL WARRANTY that includes accidental...I'll just swing by the store and pick another one as promised at the time of sale.

I go into the store and everything WAS going a promised and the staff went and found a replacement. All normal UNTIL the 'Experience Manager' Rena Toma steps in and says 'are you ready for the bad news sir' in a typical corporate B.S. tone. Because of the damage we have to send this to our repair facility for up to 14 days. I'll get into why this is B.S. in a minute. So I have no other option than to leave my son's laptop...it has been over 14 days since and today I get a call that the parts are on back order with no expected arrival date. So I go into my Best Buy Account and look at the order status (picture attached). Now I see that the employee, under the direction of Rena Toma submitted a fraudulent claim that I 'prefer not to replace the computer if possible'. THIS IS A COMPLETE LIE! I went to the store to get a new replacement, a nice young man got my replacement, then Rena Toma decided not let him do his job.

Now the scary part for you the average customers, I'm a Microsoft Partner, and a 20 year owner of a software and service company. I was also a Director of IT for a 10,000 employee company in Seattle, WA. I knew for a fact the only way to fix that computer was to ship an entire new shell, disassemble it, and swap the old motherboard. That assumes the motherboard was any good, I couldn't test it. This is what backups are for folks. I have also recommended to clients (Law Firms & Automotive), that they purchase this warranty when shopping at BestBuy, and they have...but NEVER AGAIN. Turns out I have a client going through the SAME EXPERIENCE back in Bellevue, WA with a $2000 Dell XPS 15. I should mention this client is one of my legal clients and they're BEYOND pissed off to the point where questions are being asked if this is systemic with Best Buy customers (VICTIMS) across the United States. I don't know, but I HOPE they're looking into somethings involving the term 'CLASS ACTION'.

I know I'm fortunate in that I'm self employed in IT...and that I have an attorney for my personal and business affairs. You bet I'm referring this to my attorney and connecting them with my client, the law firm in Bellevue, to compare notes.

It is amazing to believe all the TENS OF THOUSANDS of dollars my clients and I have spent at Best Buy over the last 20 years.

I will be hitting EVERY social media connection I have with this information AND all 95,354 contacts (Automotive Shop Owners in the USA & Canada) from my CRM. I wish I could do more, but I guess the lawyers will have to help make things right for the public from this point on.

To the Best Buy Executives - Good Luck! Oh, and I see you just had massive layoffs in your 'Geek Squad' team...well I'm just shocked. Any of you...

HANDS DOWN THE WORST CUSTOMER SERVICE EVER! As a 40 year old, I worked in retail for many years as I was younger and I was taught that you should help customers with in mins walking in or at least acknowledge them. I been going to this location for many years now and each year the customer service gets worse. When I walk in typically the person at the front door never says hi, I also typically know exactly where I need to go so I go to the area that I need help in. I seem to always have to wait for along time before getting any help. As I wait I look around and typically there Are multiple spots were 3 to 5 employees are just talking and none of them are even aware/care of the customers that may need their help. However today was a bit different. Today I went in to get my iPhone fixed since I cracked the back. I also have AppleCare I wasn’t too worried, however the first representative that I spoke with told me since that I have an iPhone 12 Pro Max and there non in stock so I would have to wait to have one shipped to me as it will need to be fully replace... when I told him no, I have the 11 Pro Max, he was very strict and decided to keep arguing with me telling me that I was wrong and it was a 12 Pro Max. After a few mins of arguing with that employee, the girl that I spoke with the other day came out and told him that I do have the 11 Pro Max and not the 12 and we had plenty in stock. After that, the employee that was argumentative, never even apologized to me but simply walked off. The nice girl took over and I was able to get my Pro Max 11 replaced with no issues. After that I proceeded to go over to the mobile unit to see if I could try to upgrade my phone to now the new 12 Pro Max as I was eligible for that upgrade. The employee that was at the mobile unit was very nice and helpful at first, but after finding out they didn’t have what I wanted and I was not going to upgrade my phone, he became distant and didn’t want to help me with further questions nor help me with setting up the new replaced phone I got... If this job was commission base I would understand why someone would act this way as I would not be making him any money, however they are not commission based and I was so put off by not understanding why somebody would not want to help a customer if they actually needed further assistance. At this point I was so fuking over on how I was being treated, I decided to go back to the geek squad and ask if I can just get my old phone back and I can re give them the one they just gave me (Which by the way was not even set up yet nor have I left the store at that point) I was told by manger that my phone has already shipped back to Apple. When I called her out on her BS because I only got the replacement 5mins ago she then decided to walk away from me with out giving me any explanation. Yes at this point i said some not so nice things about that store and the lack of customers service I received. I was just so fed up with how this all was handled from the start. Honestly, I’m just really sad that this store has gone to sht. I been coming to this location in N. Scottsdale for many many many years and it seems like this store gets worse and worse though the years, yet other Best Buy stores around the valley excel in customer service skills and thrive in wanting to help people. I truly feel like this store just does not give two sh*ts about the people that shop there. I will be leaving this same review on all...