Non-Xbox Gaming Forum

Forum for discussing any games that are not on the 360

170 DAYS!

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MarvzMitts
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Last post: 19 Feb at 18:14
Posted on 24 November 12 at 00:47
I have been a LOYAL Best Buy customers for many years. I spends thousands of dollars each year at Best Buy on movies, games and electronics. Enough to maintain my Silver Premier status into Feb 2014 as of this writing. Who knew that spending almost $3,000 dollars on a new television back in June would complete screw up my reward zone programs. I have been dealing with all kinds of issues for months and I am completely fed up with the lack of action. Their customer service reps are professional and nice enough on the phone, but there has been absolutely ZERO follow through on fixing my problems. Each and every time I call we are at the exact same point.

Like I mentioned, I purchased a new TV on June 6, 2012. I took advantage of a 0% APR by setting up and using their Best Buy Credit Card. In the midst of my purchase I was never asked by the sales people if i had a reward zone card (which I already did). So when you apply for a Best Buy Credit Card you are automatically enrolled into their reward zone program. Anytime I make a purchase in a store I have been asked if I am a Reward Zone Member. Where was the common sense to ask me if I was already enrolled that day? How can Best Buy not see that I already had a reward card in their system after the purchase? Do departments not share information with each other?

Well since they enrolled me into a second account the only course of correction was to merge the two accounts into one account. A very logical step, but guess what, they can only merge you to the new credit card account that had zero perks associated with it instead of my original account. My original account was set up and working nicely. I was receiving 1.25 points for every $1 I spent because of the Silver Premier status. I am also part of the @Gamer [Unlocked] program which gives me double points for all my gaming purchases. I was receiving the monthly magazine in the mail. I had enrolled with a Best Buy partner that also gave me points for my energy delivery through Energy Plus/PSE&G. These are the major perks of having the reward program, which has banked me about $200 worth of reward certificates right now. Because of the merge I also wanted an accounting of all my purchases on my original reward account mailed to me. A complete list of all my purchase so that I can review and cross reference with my receipts. This was something only the mysterious back office can handle according to the customer reps.

Originally I was told the process could take 8 to 10 weeks to complete. I feel that is a completely ridiculous timetable, how can something so clerical take up to ten weeks? Well we are now 5 months (170 Days) into this aggravation. I never received an accounting of my old reward zone account from the back office. They never synced up all of my rewards like I had asked them to do. My points with the Energy Plus partner is not being added to my rewards, my @Gamer subscription still has not been sorted out. The label on the monthly magazine I receive says I am good until Aug 2013. Yet I received an email saying my subscription is about to run out. I am no longer receiving the monthly magazine. I am not receiving double points on my gaming purchases. I also can not log into my account using my email address. For security reasons the reward zone web site makes you log in again after x amount of time has passed. So I need to enter in my reward zone account number instead of my email. An email, how can they not get an email right? This is not major, but an inconvenience none the less. The only thing they have managed to get right after me calling them out on it, was issuing me the 1.25 points for every $1 spent. That only happened because I called multiple times to sort out that one issue.

My last phone call to the Silver Premier Customer Service was on Oct 4th about mid morning. I by passed the usual CS Rep as it has gotten me nowhere. I wanted to speak with a supervisor. I had to wait for a supervisor named Scott to call me back after 5 pm. I explained every single issue I have been having because of the merge. His answer was that he needed to elevate this matter to his manager. Scott's manager was going to contact me and he was the one that would resolve my issues. Scott would not give me the manager's name. Well a month has passed, the manager never contacted me and I have not receive any resolution to my problems. I am completely fed up with the amount of time I have to spend correcting something BEST BUY has broken. This company is fractured into so many departments because they need specialist to handle customers. They are doing a piss poor job of it, and on top of that more then half the time I am being transferred to another department I get hung up on.

I have a Best Buy Dept, a Premier Silver member Dept, a @Gamer Dept and a Credit Card Dept. Between four departments I have yet to find a competent person that can fix my problems! There is ZERO accountability on Best Buy's part for having these issues linger for over five months. There is no one with any kind of real authority that I complain or talk to.

So the next step is for me will be to publicize how much this company is shooting itself in the foot with one of it's best customers. This letter will be mailed to a customer service center in Minnesota since I could not get a name to address it to. Another copy will go to the CEO of Best Buy. I will be posting on all of Best Buy's social media outlets. I will also be posting this on all the gaming and social media sites I frequent to spread the good word. I am going to become a pest till this get resolved properly and to my satisfaction.
Hoffman
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Last post: 11 Jun at 20:41
Posted on 24 November 12 at 04:27, Edited on 24 November 12 at 04:34 by Hoffman
Cool Story Bro?

I had an issue where my HTC Titan wasn't properly registered with Geek Squad and called on Friday night, so they told me it would take two weeks to get the enrollment running, and THEN I could register it online for repair. I called back on Monday morning and complained until I got the right person. It was sent out that day, and by Wednesday I had a brand new phone back courtesy of geek squad.
Please, pardon my absence. The Great One will return shortly.
Noremac the Gr8 - Back on the WP achievement grind!
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Last post: Yesterday at 14:07
Posted on 24 November 12 at 05:46
So stop shopping at Best Buy?...
DTI April
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Last post: 14 Aug at 09:49
Posted on 24 November 12 at 09:07
Interesting story and it's sounds like something that would really annoy me too. I presume it's like other reward schemes where they have clauses that allow them to revoke any offers at any time and they will probably use that as an excuse to get out of actually resolving anything for you.

Hope it works out for you though.
It is pitch black. You are likely to be eaten by a Grue.
MarvzMitts
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Last post: 19 Feb at 18:14
Posted on 24 November 12 at 15:29
Hoffman said:Cool Story Bro?

I had an issue where my HTC Titan wasn't properly registered with Geek Squad and called on Friday night, so they told me it would take two weeks to get the enrollment running, and THEN I could register it online for repair. I called back on Monday morning and complained until I got the right person. It was sent out that day, and by Wednesday I had a brand new phone back courtesy of geek squad.
Great! Glad they were able to get it fixed for you.
DakotaThrice
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Last post: Today at 11:59
Posted on 24 November 12 at 15:35
Maybe you should have spoke up and said you already had a card instead of waiting for them to ask like any sensible person would have done. All this mouthing off other something you seemingly did nothing to prevent in the first place. YOu could of even gotta nay use outta the new card then just ditched it and gone back to the old one that would have still held all its benefits as you wouldn't have attempted merging them.
MarvzMitts
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Last post: 19 Feb at 18:14
Posted on 24 November 12 at 15:35
Noremac the Gr8 said:So stop shopping at Best Buy?...As annoying as this has been, I still like Best Buy and I am giving them every opportunity to fix this. Many people say Best Buy will eventually go under because people buy online. For the most part that is not me, I like products in hand when I shop and this story is more then just getting my reward zone program fixed. It's about accountability and customer service. If you want to remain in business, customer service is king!
MarvzMitts
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Last post: 19 Feb at 18:14
Posted on 24 November 12 at 15:41
DTI April said:Interesting story and it's sounds like something that would really annoy me too. I presume it's like other reward schemes where they have clauses that allow them to revoke any offers at any time and they will probably use that as an excuse to get out of actually resolving anything for you.

Hope it works out for you though.
No not really, there has never been talk of revoking anything. The reward program works like this. Sped $1 get 1.25 points, spend $1 on gaming get 2 points. Get 500 points you get a $10 gift certificate. Apparently merging two accounts into one is not a common thing, because the first level of customer service people are not getting it done. I am now in the stage of working with a supervisor and that is not working that well either. I spoke to one on Nov 14th. Was told that I would be contacted within a week. I am still waiting.
MarvzMitts
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Last post: 19 Feb at 18:14
Posted on 24 November 12 at 16:08
DakotaThrice said:Maybe you should have spoke up and said you already had a card instead of waiting for them to ask like any sensible person would have done. All this mouthing off other something you seemingly did nothing to prevent in the first place. YOu could of even gotta nay use outta the new card then just ditched it and gone back to the old one that would have still held all its benefits as you wouldn't have attempted merging them.Sensibility has nothing to do with it. Buying that TV and getting approved for the credit card was a completely different experience from a regular purchase at Best Buy. So it was not on my mind to offer my Reward Zone card to them when I was going through the purchase. On top of that if you do not have your card on hand for the purchase you can add your purchase to your reward zone account from home on their website. I was also not told that I would be given a reward zone account automatically because of the credit card application and approval.

That should have been the salesperson's responsibility to inform me, as they were giving me plenty of other information about my new credit card. I also did ask to keep my original account and just do away with the second. Best Buy insisted the only way to fix the problem was merging accounts and the credit card account (the newly created second account) took precedence over my original account. So, I did make the attempt.
MarvzMitts
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Last post: 19 Feb at 18:14
Posted on 26 November 12 at 18:51
Day 173

Now that the Thanksgiving Holiday is over I decided to give Best Buy another call. I was issued another Case # by the 1st level rep. No supervisor was available to speak with me, nor could one get back to me later today. I was again told that the back office would have to handle it. I pressed her to give me a contact in the back office. She could not and then my phone mysteriously went silent after an hour of talking to the rep. Customer Service FAILURE again.
MarvzMitts
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Last post: 19 Feb at 18:14
Posted on 29 November 12 at 17:14
Day 176

Looks like Best Buy is starting to move in the right direction. Oddly enough, but not a surprise it wasn't the back office that helped. It was a Mike from the Twitter Team. He actually called me on my phone and went out of his way to contact Energy Plus to reinstate my energy bonus points. He also addressed some of my other issues. I will be checking my account each day to see how quickly the changes actually hit my account.

Social Team > Back Office!