This is the worst customer experience I have had in any store. The series of events leading to this untoward incident-<br><br>On Saturday, the 30th of Nov. I go to the Best buy store in Frisco, Tx to purchase a iPhone 5s as I am eligible for a discounted price and was excited to know that best buy was offering a discounted price.<br>The mobile section has 3 personnel attending customers and there were 4 people in the line. I went and stood in the line.<br>After standing in line for more than one hour I get my turn and get my new 5s.<br><br>Return home and notice in the evening that the phone has a display defect. The number 6 does not display on the home screen. Instead there is a blur on the LCD in that space. I'm very disappointed and decide to try my luck exchanging.<br>I call the same best buy location and check availability of replacement phone and get an answer in affirmative.<br>I go the store at 9:00 pm (the close at 10:00) and head to the Customer service section. <br>I show the personnel the defect and request replacing the phone. She asks me to go to the mobile section. I look toward the mobile section and there are 5 people in line. I explain to her that I had already stood in that line and had waited for over an hour when I first got the phone and that's it's not fair to ask me to do so again. She asks me to wait and goes to get the manager.<br><br>The manager, Ryan comes and I again go over the problem showing the defect on the phone. He points toward the mobile section and says I need to go there. Again I explain that I had already went through that rigmarole and purchased the phone after more than 1 hour of standing in the line. I explain to him that since a defective phone was sold to me by Best Buy it would customer service responsibility to handle this. He just says he cannot cut the line and I have to go to the same line or I can come back at 10 in the morning the next day. I ask him if I return at 10:00 if he would guarantee that I don't have to wait and he says there may only be 3-4 people!!. At this point I'm quite frustrated. He either does not have any idea how long it's taking the personnel to serve 3 or 4 people or he is just being a brick and not offering me any solution. What is the point of me leaving and then coming back the next day and stand in the same line? At what point is Best Buy customer service taking responsibility for the defective product and do the necessary so that the customer does not experience further inconvenience. Why are there not more personnel serving kid the average wait it over an hour? <br>Ryan gives no response except for pushing my phone box toward me and pointing to the mobile section. I ask if there is someone else above him I can talk to and he says no.<br><br>At this point I'm appalled by the lack of responsibility and transparency. Adding to it was the fact that the manager was apparently playing a joke on me by asking me to come back and stand in line the next day!<br>I went back to Ryan and asked him if I could make a video of our conversation so that I could put it on the web for people to judge. He immediately threatens he will call the cops if I don't leave and then starts calling the cops on his phone. I took my phone and left that store. <br><br>Aditya<br>