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Sprint: I was with them for 4 years. 4 years and my biggest complaint was that I couldn’t use all the minutes in my plan. I had a good plan- and at 4 years old compared to the current prices I was indeed getting a sweet deal by staying with them and renewing that plan. A great benefit of Sprint- was their cheap data plans in a world filled with the rising costs for other carriers. $15 a month on my awesome plan and I could pick out a sweet PDA/Smart phone and still be a great price.

I never needed to call customer service. When my phone broke I went down to the local Sprint store in Orem and they replaced it - twice - for free. I recently had my contract run out and I thought I would take advantage of upgrading to a new phone and get $150 discount by renewing. They have 30 day trials there, which I am gracious for because I wanted to find a phone that fit my needs/likes: and it was nice to know I could try a few. Initially I tried the HTC mogul, LG Musiq, and messed around with a few others. I didn’t quite like any of them so I took them back- and each time I was always using my old plan and the added data plan to it.

Finally they pitch me this “Samsung Instinct, the iPhone killer”. . . the new hotness. . . I double check- make sure I can do the 30 day trial, that I don’t have to buy a different plan, and that if I cancel I will still retain my old plan. With an annoyed looks, my ignorance cost their patience and the rep said in a pissed off tone, “Yeah…. of course…You’ve tried it 4 or 5 times now already, just figure it out and realize that’s how it’ll always be”.

I go to buy the phone, and guess what: I HAVE to buy a new plan. The rep who made me feel stupid was probably laughing inside when he asked, “which plan do you want? $89.00 plan?”… What?! Double what I am paying? .. ..needless to say, I had a debate right then and there. If it is a lot like the iphone, I could love it and only have to pay $100 for the phone and the plan is the same price as the iPhones. Also- this is my last attempt with Sprints phone selection before I stick to my old plan and just get a one of their freebie flip phones….besides, it’s just a trial anyway and I was curious. They sales reps tell me he’s sure I am going to love it, and blah blah blah. I double check that I can cancel and go back to my old plan within 30 days- and pull the trigger and buy it.

So when I decide I don’t like it? The Sprint store in Orem tells me I CAN’T go back to my old plan. No way- no how- their system is programmed that no matter what I do- I can’t have my old plan back even if I return the phone and cancel. I have to pick a new plan? For the same price as my old plan I had to choose a plan that had half of the services I was getting before. But, I am not in contract- but have to pick a new plan? They say the plan is ‘best for the company, an enhancement for more streamlined services’.

I made my decisions based on getting the plan back. I took a cheap plan and tried calling into customer service to see if they could help. Of course they gave me the ‘we upgraded our system’ BS and that I can’t go back. I mention I’ll likely cancel and I get nothing back and the call just became frustrating. If I would have been given clear and truthful information in the beginning, I would have not done the purchase trial of the Instinct- i would have just spent a lot of time in the store testing it out- but my old plan and my desire to stay with it was much higher than risking it on a $100 P.O.S. poor attempt at giving an alternative to the iPhone. Not to mention……. there were 4 or 5 other people at the store at the same time as me, returning their Samsung Instincts too!.

The Iphone 3g comes out not too much later, and I’ve been a very happy camper with Cingular/AT&T/Apple and I really do think my current phone is what I was looking for. AT&T has even proactively called ME 3 times since I signed up to ensure everything is working and to remind me of some benefits.

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Its been a long time coming for a blog redesign and since all 5 of my readers likely use RSS- they never get to see the actual design of the website (so just in case I attached a screen shot.) Likely: The majority of my 5 readers are the ones who taught me wordpress, html, and photoshop: So any feedback or suggestions for over-all improvement would be welcome.

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When it comes to retail, customer service, and everything someone would expect a company to provide, you’d first of all expect a mass retailer would consider the huge securities around being able to run and use your debt/credit card properly. If ever they don’t do it in the secure, trusted process we all expect: we would at least hope they’d provide some compassion and assistance in rectifying the situation. This was not the case in my experience at a local Best Buy store in Nampa, ID.

In November of 2007 I made a purchase of Guitar Hero II at a recently opened Best Buy. I paid by debit card and received my receipt as usual. As completely opposite to my expectations for that kind of an establishment, two weeks later I noticed in my online-banking account summary that I had two exact same amounts taken out of my bank for the Guitar Hero purchase at Best Buy. One was posted the same day of the actual purchase (this was charged as a regular debit) and one three days later (I later discovered this was charged as a credit card transaction, AND was dated the same day and time of my original Guitar Hero purchase).

I immediately called the store at the Best Buy in Nampa Idaho where this all took place to express my concern and get more details. They of course promised the manager would call me back very soon. It didn’t happen. Three days later I called back and asked for the Manager to get on the phone right then and there. I explained my situation and she said that she would “investigate it.” She didn’t call me back.

After a few days I, yet again, called back and asked for her by name. She said, “Oh, I will call you in one hour”. This I was naturally very skeptical of, based on past history. She did call me back a few hours later though and said that she had completed her investigation of it and found nothing out of the ordinary. I asked her what she had done specifically in the investigation to which she replied, “We counted the inventory and it came out as it should.” I erupted and said, “What?!!! Do you think that a double transaction for the same item isn’t worthy of doing some accounting investigation?! What is to stop an employee from taking one, when they know the inventory would be just fine?” She said, “Oh our employees would never do that.” Thinking, and knowing that’s absolutely ridiculous, I say “What planet do you live on?! Employee theft is the number one cause of shrink in a store – I work for a large retailer and employees do take money and products.” Well…… I never got anything from her but a denial and the runaround until she could end the phone call. No more investigation followed on BestBuy’s part..

So, I contacted my bank again (previously I had them explain the two transactions which as mentioned before were done at the same exact time – one debit and one credit) and they said that they would put that transaction on hold and would investigate. Two weeks later I got a resolution letter and a copy of just my debit transaction. I had explained to them what they should be looking for and they only provided one small piece, the debit receipt. I called them back and pushed for a supervisor - this call went into an foreign call center.

By now I have lost patience with the whole thing. I am frustrated. I am trying to find someone to just simply help me by either showing actual proof or realizing how easily recognizable this problem is. I explained that they need to get BestBuy to show me legal documentation (signature of a Master Card “credit” transaction would suffice) which should have been posted to the bank. Full well knowing they need to at least prove the two sales, they say “oh, we are sorry about the last investigation, we will do it thoroughly this time.” They again put my transaction in my account on hold.

About two weeks later I received an official letter from the bank that they were satisfied that I had made two purchases at Best Buy – one a debit and one a credit on the same day yes still didn’t provide me with anything other than lip service. Likely, it was yet again coming down to an ‘inventory count’.

I called up the bank and they refused to do any more work. They never provided me with a copy of a credit receipt with a signature which BestBuy requires for credit purchases. I called Best Buy and asked for a copy of my credit and debit transaction. Yet AGAIN, They only sent me a copy of the debit purchase. As far as they are concerned I purchased two guitar heroes but refused to do anything more for me.

So – as you are now gathering, I have truly gotten the royal run around- all co-ordinated by BestBuy. It seems SO obvious that there is a problem needing a legal resolution with had taken place, but I do not have the evidence I asked for, because they (best buy and/or my bank) won’t produce it. What ever they said to the bank made the bank go to their side: but why still leave the customer in the dark with ambiguous nonsense? Neither has produced a copy of my credit card transaction to at least resolve my part of the dispute.

I think that Best Buy has a very poor method of looking for an accounting problem and if any of their employee’s really catch wind, they could easily (if they don’t already) have some serious issues with employee theft via double charging a random shoppers card. Granted the store was newer so we can assume some stumbling blocks, but this whole thing with BestBuy was ridiculous. “Our inventory count matched our records.” Well of course it does and someone at that store is secretly laughing about how easy it was to get a Guitar Hero probably knowing full well you wouldn’t give a hoot.

I guess one would resort to small claims court, but I don’t have any evidence to prove my case at this point. I would need a lawyer and some subpoena’s to get to the bottom of it. Alas, it is not worth that type of effort and I am sure that this retailer and many others know this. What effort is it worth? Telling my story online. BestBuy sucks. If I had to review BestBuys overall service, it’s probably for family friendly for you to enter the expletives/4 letter words of your choice.

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