3 years ago I purchased a Sirius radio (sportster 4) on sale for$121. The sales person was more than happy to explain how these radios are fragile and I should get an extended warranty. He then proceeded to explain that I can use this warranty for a brand new replacement even if I just didn't like the way it looked anymore.. or smashed it... any reason Best Buy will make it right and give me a new unit, the upgrade to this unit was going to come out in 2 months and he said the coolest thing is when the new one comes out if there isn't any of these in stock they will automatically give me the upgrade. Three years later and my unit is experiencing a power issue that is the fault of the power adapter for sure seeing the radio works on my boom box, but hey it's time to cash in my 4 year warranty and enjoy an upgrade that I was promised when I bought this item. I went to the store with all of the original items and pieces of this radio and explained the situation and showed them my receipt. they then walked me back to the car audio department and picked out the new upgrade sporter 5, only difference is a color screen. The retail price difference is $10 from the one I originally purchased. They began to ring me up for the exchange, the way they explained it I would have to pay the difference between the two which sounded fair to pay the $10 difference from the old one being 149.97 and the new one 159.97. No, here comes the horror story... they want me to pay the total sale price difference between the old one and the regular non sale price of the new one... almost $60. So I asked for the store manager, she then grabbed out the black tie book and underlined in it the line about price difference. So I was going to be penalized cause I bought this radio on a great sale price and because this specific week the radio I need to exchange for is not on sale I have to pay the whole difference, so Now I sit with a radio and have to watch the Best Buy ads for a great sale like I found when I originally purchased this. I was very calm and collected this and went to the original Best Buy I bought this from seeing they gave me a story about how returns hurts their stores numbers and maybe the store I bought it from will help me out more... HORRIBLE CUSTOMER SERVICE SO FAR from the 28th street location in Grand Rapids, MI.. went to the Walker, MI location and they sent me to the Geek Squad who explained the exact same thing to me and wanted me to pay the total sale to non sale difference.. and this guy thought he'd give me an analogy.. well if you buy a car and drive it you can't expect for you to get an exact new one without paying fees.. and I gave him one of mine.. so you're saying if I buy a washer and dryer set and they go out during the warranty period if I bought them on sale I'd have to get the model down from the one I researched and carefully purchased or have to pay a difference just because the new model is out? Basically told me there is nothing he can do this is policy... Well, I plan to tell as many people about this.. I will also be making copies of my receipt and a copy of the best buy terms in their warranty booklet and I will not be standing in line this year for the Black Friday Sale I hope many of you will print this out and bring it to the store with you and show this to the sales rep when they try to sell you the warranty.. unless you're paying regular price.. you'd be better off buying it from the manufacturer.

I purchased a television a year ago and opted for the extended warranty which was recommended by the representative. Four weeks ago my television back light stopped working so I called the warranty company. They sent a local company to pick up my television for repairs. Mind you this television was not that expensive and figured on it being replaced. I was given the timeline of 7 to 10 business days for them to decide if they were going to replace it or repair it. I went 3 weeks without a television. On the 10th day I received a call at 4 p.m. stating my television was not repairable and was given a confirmation number. Now during this time while I waited for my television to be repaired or replaced, I went to Best Buy. During my visit I found a great deal on a television package but could not purchase it at the time because the status of my television was in limbo. I certainly missed, what I think was a great deal. When I received the news about the status I went to Best Buy and the deal was no longer. I was very upset because of the delay in which it took to give me the status of my T.V. missing the opportunity to purchase a package deal. So, I sent an email to Best Buy expressing my disappointment. I was given a confirmation that I would be called in 3 business days. No call. I had to call Best Buy and file my complaint. I waited on the phone for one hour and fifteen minutes for them to offer me $175. I made a counter offer of $250 which of course is roughly the cost of the sound system that came with the package. I was then sent over to a manager who said "No, we cannot retro offer a deal that is past" I explained because of the numerous delays caused by the warranty company I had no choice to pass on the offer. I was told again "Sorry but that is our final offer" What was I suppose to do? I accepted grudgingly. I would like to point out the representative I spoke with was Royal or Royce or Roy. I acknowledged I did not raise my voice nor make insults or threats. Nor did I make any insults. I do not think its fair Best Buy say that its not retro-active when I see and hear on the news it happens in laws and insurance etc.

My husband and I recently went to Best Buy in Paramus, N.J. to purchase a new washer and dryer. After taking time to find the pair we loved we then proceded to buy them. Before we left the store we were informed that they no longer had the washer, they were not making that model anymore. Disapointed, the superviser gave us and option to buy the floor models for a bit less money. We agreed, so they did a return on our sales slip and gave us our delivery date. We inspected the machines and had a form to fill out showing what scratches were on the pair. When they arrived there were many more [very noticeable] sratches on the both of them. I was very upset and should have told them right then and there to bring them back, but needed a washer terribly! Before I even had time to think one of the delivery men took a scrubby sponge off of my slop sink and started to scrub the scratches. He totally ruined it now! The paint was scrubed off! The other driver felt so bad he said he would hook up my dryer for free![we paid for the washer hook up but not the dryer] I even gave him a $20 tip! for doing that. Still upset he informed me to call the Best Buy in Paramus and they will help me or even let me return these if I wanted to, so I said O.K. He had me sign a pink slip stating that the machines WERE DELIVERED. That Saturday my husband and I went to the Paramus store with my picture phone showing them what happened and they offered us to pick out another set. When the warehouse faxed the paper I signed it wasn't what I even signed! I asked for the origanal of what I signed and no one would let me have it! I never signed a paper that asked if ther were any damages to the machines and cirlcled NO! Somehow they actually put my signature on that line and got away with it! It seems to me that this is illegal! So, we left the store with nothing, but a phony paper I didn't sign. I didn't want to get the driver in any trouble, but he took the paint right off of my washing machine and I have to look at it every day! and know that they are doing very fishy things in that warehouse. I had a witness with me the day this all took place, but I'm not in a position to hire a lawyer to help me. If I had the origanl paper I signed it would show I signed only that they were delivered! Not that there was no damage during delivery. Oh I even called the manager at the warehouse and she was extreemly nasty to me when I requested the original paper I signed, and told me NO! So I am left holding the bag and not knowing where else to turn for help and even a little justice, as they put my signiture on another form I never signed, and got away with it! It would give me great pleasure to just get the original paper I DID sign, not what they scamed up.

I bought a 50 samsung TV from best buy roseville, ca in November 2005. I was talked into extended warranty (covers 24 months). My TV got green screen 18 months after I purchased it. I called best buy warranty department oct3, 2007 and was told they would send out technician this took 1 week. The technician said I needed new digital card and said he would order, it would take 3 to 4 days. 2 Weeks pass, no phone call. When I called to inquire I am informed that card was never ordered and ticket was closed. Setup another appointment for another tech to come out.

He too says need digital card and says he will order. 2 Weeks pass. I call to get update and I am told he did not order part. 2 More weeks pass to escalate issue. Supervisor finally orders part. 2 More weeks pass. Part finally ships and I receive at my house. Now it is December 2007. Tech comes to install. Tv works for 3 days and then I get green screen again. I escalate to manager. (You cannot ever get a last name and they never let you go higher than manager). Manager says they will have local repair company come investigate. 1 More week passes. This company does not call me because they don't support samsung! I call best buy customer service again. I am given the name of pro tech in roseville, california. This guy comes out and says best buy does this all the time and he gets a lot of business from them. He said there techs are not experienced. He takes part number of TV and says he will talk to samsung and let me know. 1 Week passes and I call him. He says samsung cannot find my TV model and to give him more numbers off back of TV. I do this. He then orders part.

Last Saturday January 7, 2008 he comes out and says part samsung sent is not same part number is device in TV. He says he has to order another part and really does not know what is wrong with TV. From oct 3, 2007 to today January 10, 2008 my TV still does not work!

I purchased a 42 plasma TV from BestBuy in Feb of 2006. I also purchased a 4-year extended warranty for it. In July of 2008 the set started to have several issues. I called Best Buy and they had a local service center pick the TV up for repair. It was picked up on July 18th 2008. I have not seen my TV since. The service center is unable to repair the set due to unavailable parts. Not to mention, the service center is a boarded up storefront in the worst part of town. I have photos of the service center. The service center rarely answers their phone and never calls back when they say they will. Best Buy also never returns promised call either. Two different supervisors over at Best Buy put in replacement requests. Both of which were denied by their insurance carrier. So now, my TV is still sitting at the service center after 4 months, with no hopes of being repaired or replaced at this point. Best Buy has FAILED miserably in fullfilling their warranty obligations on this item. I have documented all calls made to Best Buy as well as the TV service center showing the dozens of times and countless hours I have had to spend trying to get this resolved. At this point, I doubt that we will EVER get our TV returned to us in working order, or replaced for that matter.