Best Buy Fort Wayne

To be fair, I'm going to start this review with the fact I normally ONLY shop at the Apple Glen location, but due to a recent injury, and surgery I was stuck in a wheelchair and this location was closer. KUDOS to Ben and the Geek Squad Staff who were patient, sympathetic and very kind to me while I stood in the store, broken, in pain and crying real tears of frustration. I felt bad for them because their hands were tied with Corporate Red Tape, unfortunately. I bought a brand-new HP OmniStudio X All-in-One Desktop on BestBuy.com as a paying Total member, with my Best Buy credit card after researching the exact model I wanted to purchase, and after the Best Buy staff informed me they did not have it in stock, directed me to the website to complete my purchase. It was then shipped to my home while I was working and out of town. Upon our return home, we decided to unbox it and the monitor we bought on the same day, same online order. On first assembly, less than a month after delivery, the stand’s locking clip failed, the display fell, and the screen was destroyed. We took it to Northcrest Geek Squad the next morning, the Geek Squad technicians assessed it informed us it was due to a defective mounting clip that could not support the weight of the very large, very heavy computer screen. Best Buy then notified me they could NOT return, refund, nor repair the item because it was a "3rd party vendor," (XTI, Inc), who sold it to me, NOT Best Buy!!!!???? They informed me I would have to deal with the 3rd party vendor, XTI, Inc. to settle the return. Not sure why WE have to deal with a THIRD PARTY we DID NOT BUY FROM, when we are BUYING from a BEST BUY WEBSITE? Regardless, I attempted the return with 3rd party who REFUSED TWICE, and then shifted the blame to HP and told me to file under their warranty. I was then forced to waste more time contacting HP to try to resolve the issue and get a replacement. It sounded hopeful at first, we sent everything over, and their own records state the clip “failed structurally,” yet HP will not honor its warranty because it was an "accidental drop and fall." BUT-FOR THEIR defective part, it would NOT be broken. They sent me back to Best Buy. So I went back to Best Buy again and left the computer with them so they could go higher up the Corporate Chain. I filed a BBB claim and they are still refusing to replace or repair a BRAND NEW computer they sold with a defective part even after I sent XTI and Best Buy a Legal Written "Notice of Revocation of Acceptance and Notice of Breach" due to sale of defective merchandise, requesting a refund or replacement. Which both Best Buy AND XTI, Inc REFUSE to honor. HIDDEN MARKETPLACE WARNING: Best Buy did not clearly disclose or provide any WARNING at checkout that this was a third-party purchase NOR did they disclose or provide any warning this purchase would NOT QUALIFY for the Extended Warranty or Best Buy Total Protection Warranty I paid for which covers purchases and extends a return window to 60-days. My receipt shows only Best Buy’s name. The company clearly knew this was an issue because shortly after this purchase, Best Buy sent me an email notifying me they were extending the Total Protection to Marketplace items. I received the email TWO (2) days before my computer failed, yet since my BBB complaint, Corporate still has not offered a replacement or refund. I have also filed with the Indiana Attorney General, the Federal Trade Commission, and CFPB. This purchase was made on BEST BUY'S website, the invoice only had BEST BUY's name on it, had NO reference to third party vendors, had NO warnings and did not disclose my extended protection policy would NOT cover this. Best Buy will not stand on the products they sell on their website. BEWARE!

Nikolai (sp?) was very helpful and patient with me. I'm 79 n not to savy with technology. He found my problems on both phones! 🙂

**** UPDATED**** See below for original review. Best Buy responded promptly to this review and the support person that I contacted understood my frustration, apologized for the problem and is helping to make it right. Changed the rating from a 1 to a 3 because of the prompt reply and support. Went in to buy an IPAD with 3 requirements... 128GB, WIFI, & Cellular. The "old best buy" would have changed the service over on my mobile but this one said we can't do that anymore - you need to go to your provider. Not a big deal but I drove an hour to get there, then an hour back to my cell provider... it was at that point that they told me that the IPAD they gave me was wifi only.... another 2 hours of driving to get it correct and not even an apology, discount, or anything. Best Buy has definately lost their edge when it comes to customer service. Buy Amazon - and save 4 hours of driving. Seriously dissappointed

. I have a complaint against the service person who has been out to my house several times. His name is Chad. He was awful! He doesn’t want to work and when I asked him why he’s not helping us he became rude and irate. He raised his voice and walked away. I asked him to at least tell me what he did rather than having us schedule another appointment. I asked him to show me because when he comes out he’s done in 2 minutes. He slammed my door and I thought he was going to fall apart. I asked for his supervisor name and he didn’t give it to me. After asking him to show me we went back in the laundry and sure enough he heard the issue and then said he would order the part. I need someone to call me asap! I’m a customer and I feel violated. I have cameras all over my home so I have proof of his behavior when he left he swong my door open and was saying something under his breath. Trying to reach a supervisor or manager is nonexistent!!! You will have to go in the store and hope for the best. If you call you will be transferred 5 times , lied to and left on hold. No managers!!