I was going to purchase sku ******* open box for $***.** plus $*** for the Protection P...

GetHuman2615122's customer service issue with Best Buy from March 2019

Help with my Best Buy issue
The issue in GetHuman2615122's own words
I was going to purchase sku ******* open box for $***.** plus $*** for the Protection Program by *:** PM mst when Kendrick said it was ok it would be on sale until Saturday. I asked if it was safe in my cart & he said yes. He sent me a link to show the flash sale did not apply to my product & that the rest of the computers with that sku would remain on sale for $***.** with $*** * yr Protection until Saturday. So I let him help me look at some other items. When I went to the cart, my item was marked up to $*** & the protection plan was gone! I could see the exact open box computer on the site was there but the supervisor refused to help me get it saying it had sold out... it was still on the website from the same place!!! She kept saying all the computers were gone when they were all marked up & I told her what Kendrick had told me. I asked for another supervisor because I could see them marked up on my screen, but she said she was the highest & she was all there was at that time.**Best Buy needs to make this right. I was COMPLETELY PREPARED to make the purchase on time & was told I " not to worry, dear shopper" as he reassured me of the date. I even copied the conversation! The supervisor assured me if I closed the chat that was the only way to get another supervisor, but then I was just locked out! This is NOT OK!**I have been a loyal customer buying my computers with service plans from Best Buy for nearly * decades & NEVER been mislead, dumped & treated like this! The computer i tried to buy open box is still on your website. Whether it is there or not by morning, it is only right I be allowed to purchase the Asus * in * Notebook computer with * T HD for $***.** * $*** * yr Protection plan. Mahalo for making this right & sending it to my Belmar Best Buy store in Lakewood, CO, near Denver.**Aloha, Tam*

GetHuman2615122 did not yet indicate what Best Buy should do to make this right.

How GetHuman2615122 fixed the problem
Get human wouldn't work for me or allow me to call again using their service after only one ring. Trust me, I wasted hours trying to get them to dial for me again. Sadly, I won't recommend their site or app to dial*call for you, which I uninstalled because of this, but their site is better for solutions*help, online numbers & steps (ie push * or * repeatedly, etc) than another connection website even though the other's website is slicker & seems more professional. (Wonder who is sponsoring*funding theirs?)**The steps I went through are after this part. This is the SOLUTION that worked for Best Buy: ** is realize even sales with advertised end dates of Saturday before midnight CAN CHANGE PRICES AT ANY TIME, EVEN WHILE THE ITEM IS IN YOUR CART & YOU ARE DAYS*HOURS*MINUTES from the advertised end date*time. If you see an item you REALLY want, get it & resume shopping. - The advertised sale's end date for my computer was * days away! (Yes, I know there are laws against false advertising, etc, but the disclaimer they have about prices being subject to change is their chant & won't give you your product). You can cancel or return it if you change your mind, but when it is in your shopping cart it is NOT safe or guaranteed at all & if it is gone or they sell the quota set at that advertised price, no one online or at any of their customer service call centers can or will help you. In fact, ALL of them repeat the same scripted replies. If the item*price changed while in your cart, etc, read on.**DO NOT CLOSE OR END CHAT UNTIL YOU HAVE AT LEAST OPTED TO HAVE CHAT EMAILED TO YOU OR COPIED & PASTED AS DESCRIBED BELOW!**If you have the issue I did where the agent reassured me repeatedly by chat that the item was safe, Copy all of chat from Best Buy online chat box & paste into MS word, Notepad or other word document program. If on your cell, there are Note APPS that come with your cell or free to download from google store. In a pinch, paste it, capturing as large a portion as will fit, I to your texts & send them to yourself. They will be smaller entries & take time but you will have "proof". In chat box, click on icon & you will see option to have chat emailed to you after the chat ends to show issue & in my case, agent error. Just enter your email address. It comes shortly afterward using GMT (England) times for your chat. The one you copy directly with your smart cell or computer will show using the times on your computer*time zone.**Go into the local Best Buy store & ask to speak with the Store Manager. I realize many people don't live near one & it could be quite a drive. The effort depends on how much you wish to be helped. Had I not gotten the help I wanted at my favorite Best Buy, I would have gone to other ones after I got off work that day. (Ie, There is one closer to my home, but I drove further for HELP & RESULTS.) DO NOT CALL THE STORE BECAUSE THEY ARE NOT OBLIGATED OR TRAINED TO HELP. FACT is FACE-TO-FACE, CALM, KIND INTERACTIONS ARE KEY. I had a great history of buying from that store over the years, and although this Assistant Manager, Tiffany, & on hand staff had NEVER seen me before, she believed me. (Obviously could have looked up my purchase history using my cell *, too, but she didn'task for it until we were ringing up my NEW $*** DISCOUNTED PURCHASE!)**Tiffany read the chat showing the agent had repeatedly reassured me the item in my cart was safe & I had until Saturday to purchase though I had planned to buy it right then before doing any more online shopping. Because the price changed while it was in my cart & I went to get it later during the chat, Tiffany immediately checked their inventory for the COMPUTER SKU & Protection Pkg I had typed into the chat ALONG WITH PRICE. Because it was an open box item with a price $** lower than the sales price, she found it at Best Buy in Boulder, CO & saw it had not yet sold. She contacted the manager up there & learned the computer was so bad, management was pulling it from inventory & was refusing to sell it.**She kindly came out with a new computer from their inventory saying she could only drop the price $*** to the sales price of the night before on new computers & give me the * yr product protection plan at the price it would adjust to for the computer. I felt so blessed! To get a computer without bugs was worth the extra $**. By the time the price adjusted on the Protection Plan, I was only paying $** more than I would have for both items online!**If you have a problem, get yourself to a Best Buy store with a good manager. Take a laptop with the chat email & purchase screens from your online experience already on your laptop or smart phone. Tiffany had to type a bunch of codes into the register computer as if she was writing a program, but she did it for me & we both won! I got an amazing new Asus *-in-* **.*" ** Gig, *T HD laptop computer & *yr protection at a wonderful price. They got a happy customer who will loyally do much more shopping & purchasing at the Belmar store in Lakewood, CO near Denver PLUS TONS OF FREE, Happy PR no commercial can outdo!!!**Tons of stuff I did for * hrs to correct issue.that you shouldn't waste time trying. Other than using Get Human to automatically call, after the unhelpful supervisor & being told I could log out of chat to get another supervisor only to be blocked out (there were * minutes left according to their hours ending at midnight EST, but she didn't advise*warn me during our hour long chat & it refused me anyway) I called their service center myself. When Get Human wouldn't call again for me, I set my alarm for a *.* hr nap at *am mst hoping it would be open spoke w *st agent & immediately asked for supervisor. While explaining issue, waited over ** minutes for supervisor. That supervisor could do nothing about price or receive email I had of chat transcript with agent who messed up purchase. Asked, asked & ASKED to be escalated to another supervisor or department. Finally sent to purchase center & repeated same process except this time the agent was not as cooperative about getting her supervisor. Was on hold until on call for *hr ** min then disconnected without ever speaking to *nd supervisor.**While *nd department's agent said same thing about not being able to verify chat or receive chat email sent by Best Buy, I got on my computer & initiated chat with online Best Buy hoping they would be there again. Made same request with Sarah who was quick to get me her Supervisor Simon Peters. Asked him to read last night's chat & he took over ** minutes to do so even though I told him specific time frames to read in chat. Got same unhelpful dialogue - as if a script - from him as I did from online supervisor last night & the agents & supervisor I was on phone with at center.
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Best Buy

Customer service issue
Reported by GetHuman2615122
Mar 28th, 2019 - 4 years ago
GetHuman2615122 shared how to fix
Seen by 22 customers so far
Similar issue to 9125 others
0 customers following this
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GetHuman2615122 started working on this issue
Mar 28th, 2019 8:48am
GetHuman2615122 confirmed the issue is fixed. Hooray!
Mar 29th, 2019 4:40pm

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