So how far is CT to OH....

Because I'm tempted to drive over there myself and pick up the damn camera it would surely get here a lot faster if I went that route. Spoke to James not too long ago to see what was going on. The only thing he told me was that it had been sent into escalation because he has no idea why it is taking so long and they can not do much on their end except that because it's not Best Buy it's a completely separate company. So I asked why I needed to wait for the camera to get back and he said that if they do the exchange without the camera that will close out my service order as complete which I get but then he said that they wouldn't send the camera back to them which now that I think of it that makes no sense why would Precision keep the camera.

So of course as soon as I get off the phone with him I call Precision speak with Sandi was put on hold for a good long & boring 5 minutes she said it's getting shipped out today, which honestly mean nothing because Jenisa said the same thing on Thursday. This time I got a reference number that I can look up on their website and that by tonight or tomorrow morning there should be a UPS tracking number. So here's to hoping not that I really have any left but if nothing is done by tomorrow Precision will be getting a BBB complaint as well.

!&*(#^#@%!@)

Yep, you guessed it still not camera and best of all it hasn't even left Precision and who knows when it will. I called Best Buy today because the GM told me they would receive either yesterday (which I thought was weird cause it was a Sunday) or today and they told me they didn't have it but it was "shipped." I asked for a tracking number so I could track it's progress back from Precision and being the incompetent geeks that they are they gave me the tracking number for when they sent it to Precision. So I call Precision to get a tracking number from them only to find out that it had not even been shipped and that it still needs to be processed which can take a few days. Why is that exactly I asked and he said I couldn't tell you. I refused repair on 8/4 called back on 8/6 when I found out it hadn't shipped yet and was told it would definitely go out that day and here we are on Monday and still no camera.

I'm so angry I'm laughing I can't even try to explain it. I guess it's better I laugh at there moronic incompetence then get myself so worked up I drive over there and start screaming my head off :X

Still No Camera

When I spoke with James (BB's GM) on Tuesday he said by Thursday it should be in. Well that didn't happened I called this morning before I went to run errands and it was not in yet and from their records it hadn't shipped from Precision yet either. So yet again they were going to escalate it which should make it get shipped today and be here within two days according to Luke at Geek Squad (but we all now how knowledgeable they are). So I call up Precision and in fact it's still sitting there for some odd reason but she apologized and said it would be sent out today. So I asked when I should receive it by and she said not till mid next week. I really wanted it for this weekend but that does not look like it's happening. I just can't wait till this is all over :(

Some Good News

Well today started off badly of course. I had not heard back from Tina since I called last week left two messages and she did not answer this morning. So I called the 800 number and they connected me with someone else names James who quiet frankly was a really a**hole. He told me that the claim she escalated was denied because of the error blah blah blah so I told him I wanted to speak to someone else then I finally get Tina. She told me the same thing and that there was no one else I could speak to because the people who made the decision do not deal with customers. Well that's great but I don't care so she's like there nothing I can do I'm the highest person you can talk to. I kept insisting I talk to someone else finally she gave me corporates address and told me to write a letter.

So I start writing my letter and just as I am about to conclude it the phone rings it's James Lorenzi the general manager from Best Buy. He said he was just hearing my story now and wanted to know what he could do to make this right and wanted to hear my side of the story. I told him everything and told him to research the error himself and that this is a common issue with Canon cameras I told him about the one website I came across (http://e18.bitnet.cx/comments.php) that had over 7000 complaints of people having the same problem. I told him I wasn't stupid and wasn't trying to rip them off I just wanted my camera fixed. He apologized for all the problems I've encountered trying to get this resolved and he's giving me a NEW camera. They are going to credit me the amount that I paid for the camera ($399.99) towards getting a new one. I am beyond ecstatic that there seems to be an end to this and a good one.

I'm really trying not to get my hopes up too much until I have the new camera in my hands which hopefully will be by Thursday. He said I have to wait until they get the camera back from Precision.

Just a little update about nothing

I haven't heard back from them yet. My son's birthday is tomorrow and I bought a disposable camera. I'm bummed I will not be able to take video of him blowing out his candles or eating his cake. I called Best Buy (Tina) twice this week and she has not returned neither of my calls. The first was after the whole Precision thing saying that they had not heard a thing from them, then I called early this afternoon and still nothing. Really discouraging but not enough for me to give up. I'll be sure to update if I hear which will hopefully be on Monday.

Complaints Filed by BBB & Attorney Generals Office

Just checked my email this morning and received these two:

From the BBB:

Your BBB has received your complaint. We have forwarded it to Best Buy Stores, LP - US Headquarters asking for a written response. The company may respond to you directly. If they respond to the BBB, we will share that response with you.

Your BBB will automatically follow up on your complaint. We will let you know if we do not receive a response within six weeks. You may access your complaint case file at www.thefirstbbb.org by clicking on 'access a complaint' and entering your case id, ******** and your password, ******. Please select 'complainant'.

Your BBB handles complaints involving marketplace transactions only for the amount of the goods or services. We cannot request compensation for you for time lost, inconvenience, or other consequential damages. The courts decide these amounts.

Most businesses desire to resolve disputes. If you hear from the company, please let us know, so the BBB's record on this company is accurate.

The BBB's services are supported by its Accredited Businesses. Thank you for using these services.

Sincerely,

Maureen Slater
Community Mediation Center Director
651 695-2427 mslater@thefirstbbb.org


From the Attorney Generals Office:

July 29, 2009



Re:
Best Buy

Complaint #: ******

Dear Ms. Lawrence:

I am in receipt of your complaint concerning the above-named supplier. I have reviewed your complaint and will be corresponding with this supplier regarding your allegations. It could take as long as 90 days to get a response.

Let me explain the dispute resolution program we offer. We have sent a copy of your complaint to the supplier and requested that they respond to our office in writing. If, in their response, the supplier disagrees with your version of the problem, then our program may not work to resolve the issue. However, there may be other avenues of relief available to you such as Small Claims Court or your own private counsel, if either is applicable in your situation.

As soon as I receive any correspondence or information you will be notified. If you have any questions please feel free to contact me.

Respectfully submitted,

RICHARD CORDRAY
Attorney General of Ohio



Anne Davis
Consumer Protection Specialist
Consumer Protection Section
(614) 995-1747
adavis@ag.state.oh.us
(800) 282-0515 Toll Free
(866) 537-5667 (Fax)


Keeping my fingers crossed that something good comes out of this. In the meantime I purchased a disposable camera for my son's 1st birthday on Saturday should be interesting lol being that I haven't used one since early high school. What is film again :P

Are you kidding me???

3:24pm - Kim from Precision Camera Repair calls asking if we were going to pay for the repair to the camera. Ummm hello I spoke with someone else twice before and told them it was Best Buy's problem. Come to find out according to her records they haven't even spoken to Best Buy once!!! There are no records of any phones calls and apparently they make notes of this to each account. She said she couldn't say for email because she didn't have access to them but someone would call me who did but Dennis specifically said on Saturday that he just had gotten off the PHONE arguing with them!!!