Best Buy, Bowie, MD - Bought a 50" Sony HDTV, cables, 4 year Service Agreement, and a $39.99 COMCAST HDTV Best Buy Kit - didn't receive promised e-mail

Best Buy, Bowie, MD - Bought a 50" Sony HDTV, cables, 4 year Service Agreement, and a $39.99 COMCAST HDTV Best Buy Kit - didn't receive promised e-mail

Best Buy and COMCAST Fail to Honor Commitment

Best Buy in Bowie, Maryland. Bought a 50" Sony HDTV, cables, 4 year Service Agreement, and a $39.99 COMCAST HDTV Best Buy Kit on 15 April 2004. The Best Buy/COMCAST Kit had coupons in it (movie and free high definition installation) supposedly worth $100. Jamal entered the information in the Best Buy computer and gave me the 6-page printout that provided me information and a order number of 936041. The instructions said I would receive a confirmation email with further instructions.

That email never came. I called two different COMCAST phone numbers that were either in the kit or on the 6 page printout. Personnel at both COMCAST numbers said they were unaware of the promotion. I called Best Buy and they said to come out the next day at 3 P.M. as the COMCAST representative would be there and I could get this straightened out. My two college sons went the next day and the COMCAST representative was not there.

On 18 April 2004, I went back to Best Buy and saw Jamal, apparently a customer service representative. He called both COMCAST numbers and came back and told me that he could not resolve it and that both COMCAST and Best Buy apologized for my trouble. I asked to see a manager. I saw Alan Eisgrau. I told him and Jamal that they weren't taking care of me or honoring Best Buy's commitment. Alan was of no help. Jamal put another order in the Best Buy computer with a new 6 page printout (Order 939961).

He told me even if that didn't work that the COMCAST installer would probably honor the free installation coupon. First, no email came. Second, the next day the COMCAST installer declined to take the coupon after calling the COMCAST manager. So, I had to have $37.50 charged to my credit card. On 20 April 2004, I called Best Buy to report this to them. Jamal answered, I explained that COMCAST would not honor the COMCAST/Best Buy coupon.

He apologized and said I could have a refund of the $39.99 kit if I came in. I told him I also wanted a refund of the 4 year service agreement as they couldn't honor a commitment for a $39.99 kit, I could not trust Best Buy to honor an expensive service agreement (especially after reading complaints on complaints.com). I went in and got a refund on both items. But, I lost a lot of valuable time and was very frustrated with this poor customer service.

Tom B

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