Trying to help our ** year old retired pastor, I purchased a Samsung Galaxy S* tablet...

GetHuman-geriwagn's customer service issue with Best Buy from December 2018

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The issue in GetHuman-geriwagn's own words
Trying to help our ** year old retired pastor, I purchased a Samsung Galaxy S* tablet, a HP printer, a case and keyboard for the tablet, and a **-month Office *** subscription.**Everything is fine except with the Office ***, which is a Microsoft product.**The first product key that we used off a scratch off card purchased in the Dewitt store would not load the software. My pastor, at ** years old, took his tablet and the scratch off card to the store after we made several attempts to load it. He spent an hour and a half with the Geek Squad. They could not get the software installed either, and suggested that "I" had done something wrong when trying to upload it.**I drove to Syracuse, an hour away, to try to help him. I was on the phone with Microsoft (Pete) Case *********** ***-***-**** for some ** minutes and I was told that the key code was "inactive" and I needed to return it to Best Buy to have it re-scanned on their check outs.**I drove to Best Buy and told Customer Service what occurred. She informed me that just three days ago (that would be December *) the store had been notified that there was a glitch on some of the scanners in the store, and that any product like the Microsoft software, Game Play, etc. that had been scanned with those scanners, was not going to work. She expects a long line of people coming into the store after Christmas, with software that was given as a gift, that does not work. She said I was lucky to get ahead of the pack and get there early.**She worked it out to give me a replacement card, and I went back to my house with my pastor's tablet, and attempted to upload the software. I got a "just a moment" message, and watched the spinner go around for over ** minutes. I talked to a "remote" Geek Squad person who said it would take awhile for the software to load because it is a tablet, and needs better speed, etc. So I noticed windows open and closed them to not bog down the tablet. When I returned to the upload page, the key code had disappeared from the text field. When I typed it back in, I got a message that this key code had already been used. It would go no further.**I called the Geek Squad remote and waited for nearly an hour for an "expert" to tell me that I needed to call Microsoft.**So I called "Pete's" number again and got another tech person. After two hours, and bringing on a tablet expert, and then a Microsoft engineer, taking over my lap top remotely to get the software installed, they couldn't get it to work. They said they would call me back the next day (today) at ** a.m. with a fix. No one ever called.**I contacted Microsoft and asked for a refund, but was told because I purchased the software from a third party (Best Buy) I had to go to them for a refund. So I called the Best Buy Dewitt store and waited for a long time to be told that the Store Manager, Andrew Carter, would not give me any kind of a refund, or even a gift card, because the card had already been used.**So...I have paid $**.** for something that does not work. I ended up downloading "Open Office" for my pastor, which was free, and which uploaded and started working in less than two minutes.**I want Best Buy to simply give me a refund for my original purchase price of $**.**. I am attaching a copy of the receipt. And i would like you to know that you need to come up with some better customer service than what I have received from your store manager, whose only solution was for me to drive an hour back to Syracuse and make an appt. with the Geek Squad to upload the software, even though my pastor had already done that to no avail.**So I'm spending my time writing this letter to you, in hopes that you can give me some kind of relief from this consumer anger that I am feeling toward Best Buy. You may not keep my money for something that does not work, and that cannot be used.**Thank you, I look forward to hearing from you asap.

GetHuman-geriwagn did not yet indicate what Best Buy should do to make this right.

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Best Buy

Customer service issue
Reported by GetHuman-geriwagn
Dec 12th, 2018 - 3 years ago
Not resolved
Seen by 23 customers so far
Similar issue to 5907 others
0 customers following this

Timeline

GetHuman-geriwagn started working on this issue
Dec 12th, 2018 2:20pm
GetHuman-geriwagn shared this issue with followers on Twitter
Dec 12th, 2018 2:21pm
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Dec 12th, 2018 2:22pm

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