Good Evening/Morning:
I was hoping to personally send an email to contact your customer support but cannot seem to find one. So instead, I will have to resort to posting this here. I will try to make it as short as possible, although trying to wrap up 17 hours in two days' worth of dealing with Best Buy in person at my local Concord NH store and through phone support as well as Sprint is not easy, to sum up in a message. But here it goes,
On Tuesday 2/21 I attempted to purchase two Sprint Samsung Galaxy S7 Edge cellphones on BestBuy.com. After being denied online it directed me to my local store. So I drove one hour to my nearest BestBuy in attempts to find out why I was unable to purchase these phones online. After spending 3 hours it was discovered I had a previous account with Sprint that had to be cleared. So I called Sprint and was able to clear the account immediately thru a few questions and answers and they had assured me I was all set to go ahead and get these phones. So the next morning, Wednesday 2/22 I went ahead and attempted to order the phones online again. And of course, it did not go thru. So after calling Sprint and spending 3 hours on the phone with them they had again assured me I was more than able to get these phones and to call Best Buy as it was something on their end. So I called BestBuy's number and (here is where I just have to really sum things up shortly) spoke to 13 people (customer support, back office mobile, regional sales support, district call center, two local store associates) a total of 6 more hours everyone at each of your locations that I called had no idea why it wasn't working.
So finally your back office mobile team called Sprint directly. Sprint told them I was approved on their end that it had to be on BestBuy's end and it was determined thru further conversation that Sprint had a shell account for me, for approval purposes, that BestBuy's website/system would not bypass causing it to deny me. So Best Buy back office mobile said that they could not fix this over the phone as they are not allowed to do orders or fix orders over the phone for cell phones so that my only way of getting these two $500 e-gift cards by purchasing these two Sprint phones was to call my local store and speak with the manager as the manager is the only one who has the authorization to approve me getting this promotion in store. So I took this gentleman's advice and called back my local store. (Mind you I am 13 hours already into working on this mess) So when I called the local store, I got the call center, and spoke to a man, I believe named Tom (Spoke to him twice before already he can back this story as can my notes under my best buy rewards card as that was how they tracked all my calls) anyways Tom had told me he was responsible for the Manchester NH store but I told him I was very close to Concord and would like to speak to the Concord Store Manager. He informed me it was very tricky to get ahold of management at this store but he would give it his best shot. So he called, of course, the lady who answered would not give him the manager but instead directed him to best buy mobile sales and then it hung up on him. So "Tom" came back on the phone with me, told me what happened and said he was going to try again. So he did, and this time again would not put the manager on the phone but only the mobile sales who did answer. So I spoke to mobile sales and was told it was best to just go into the store.
So I drove all the way back to the Concord store for a second day in a row. When i arrived I was told there was no manager that I could speak with but that Aaron M. in mobile sales could assist me. So I explained to Aaron my situation and he couldn't believe all that I had went thru and was very sympathetic in wanting to help me. So I explained everything to him that this shell account with Sprint was basically causing the Best Buy system to deny me yet Sprint and Best Buy said a lot people have these shell accounts and it should go thru they didn't understand why it wouldn't. So Aaron, had me try again on my phone and show him the process. Well, this time selecting the phones and adding the Sprint unlimited plan caused the issue of not allowing the phones to stay in the cart to be purchased. So after Aaron and other team members tried to figure out this new issue (2.5 hours later) tech support was able to assist in saying that the cart issue was the particular plan being picked and to choose another one for the sake of fixing the cart so I can buy the phones and then change the plan later with Sprint. So we did this and of course denied again. So I begged and pleaded for a manager to speak with but Aaron had stated there was no manager there that could assist me with this and he felt very bad. So I am this point exhausted from hours and hours of trying to get these two promotional $500 gift cards that I had to go ahead after 4 hours of working with Aaron and the other 13 with yours and Sprints phone support get the phones in store. Which of course approved no problem but lost out on the $500 gift cards and instead got stuck with only $200 gift cards.
So overall, I just want to say after 17 hours of me trying to get the promotion that was advertised, that I qualified for and dealing with countless members of your customer service, tech, and support teams, I should have been able to speak with a manager who could have honored that promotion as it was clear (Your support team backed me up 100% that it was Best Buys Online system that had a glitch, there are notes in your system under my account) that denied me getting these promotions. So I lost out on $600 worth of gifts cards ( I had to settle for 2 $200 ones or nothing) and I fully believe that your store should have supported me and honored those gift cards. If it wasn't for Aaron M. in mobile sales in Concord NH store being so supportive and helpful and patient and working so diligently for over 4 hours of his time to help me I would never ever shop with you folks again and may still not as these should have been honored considering the circumstances beyond my control.