I had a horrible experience with Best Buy customer chat. First I chatted with roy then with supervisor elman, very disappointed that $30 would make me never use best buy again. I attached the transcript below.
It makes no sense when you have this same computer as an open box item at $899 and you have 13 available
31-Mar 03:52 PM
You : so how is that not price matching?
31-Mar 03:52 PM
Roy S : If it were a new item, we would have price matched it. Apparently, we do not price match open box items.
31-Mar 03:53 PM
You : then how come I got charged more for an open box and you have them listed online for a cheaper price, are you saying you rip off people who do not look at your ads online
31-Mar 03:54 PM
Roy S : Let me go ahead and double check that.
31-Mar 03:57 PM
Roy S : Please give me a few minutes.
31-Mar 03:57 PM
You : thx
31-Mar 03:57 PM
You : http://www.bestbuy.com/site/asus-2-in-1-15-6-touch-screen-laptop-intel-core-i7-12gb-memory-2tb-hard-drive-black/4777104.p?id=1219819879763&skuId=4777104
31-Mar 03:59 PM
You : this is the ad
31-Mar 03:59 PM
Roy S : Thank you for waiting. It appears that the open box price of the item is $999.99 plus a tax of $60.
31-Mar 03:59 PM
Roy S : Would you mind if I provide you with a recommendation?
31-Mar 04:00 PM
You : for the ad to say $899 for an open box item, which is what I got and I got charged more and best buy doesn't want to take care of me, then I will return the item and never do business with best buy again, and I will make sure this transcript gets sent to corporate
31-Mar 04:02 PM
From <https://www-ssl.bestbuy.com/247/247chat.html>
31-Mar 03:43 PM
Roy S : Yes, it was an Open-Box item. But we cannot assure that the product has the same quality that you brought.
31-Mar 03:44 PM
You : I just bought it yesterday, can I speak to a manager
31-Mar 03:44 PM
Roy S : I understand your frustration and I can get a Supervisor for you to chat with.
31-Mar 03:45 PM
You : please, cause then your telling me that you might of sold me an open box item that is defective
31-Mar 03:45 PM
Roy S : I will transfer you now to one of our Manager to assist you further on your concern.
31-Mar 03:47 PM
Roy S : Hi, This is Elman, one of the supervisors. Please give me a few minutes to go through the transcript so I can understand what's going on. I appreciate your patience. Thank you.
31-Mar 03:48 PM
You : thx
31-Mar 03:48 PM
Roy S : I apologize for any inconvenience this may have caused you. Apparently, this is an open box item which we cannot do a price match on. If you'd like, I can look for a similar item that may suit your needs. Returning the item is also an option if you'd prefer it.
31-Mar 03:51 PM
You : it makes no sense when you have this same computer as an open box item at $899 and you have 13 available
31-Mar 03:52 PM
From <https://www-ssl.bestbuy.com/247/247chat.html>
do I need to wait till tomorrow for it to show up
31-Mar 03:37 PM
Roy S : The order is actually showing on our system after you purchased the product. It seems the last agent didn't noticed it.
31-Mar 03:37 PM
Roy S : Upon checking.
31-Mar 03:37 PM
You : thx
31-Mar 03:37 PM
Roy S : I'm afraid that we cannot process an allowance for an Open-Box item. Because these are products that have been opened by store personnel or by customers who returned them. They are inspected to work and may not have original packaging. Basically, the product doesn't have the same value with other Ope-Box item even if they are the same.
31-Mar 03:41 PM
Roy S : This might be due to different quality of the product that sold as Open-Box.
31-Mar 03:41 PM
You : so do I just return this laptop and just order an open on
31-Mar 03:42 PM
You : one
31-Mar 03:42 PM
Roy S : That's another option for you to take advantage of the price on other Open-Box item.
31-Mar 03:42 PM
You : this was an open box item
31-Mar 03:43 PM
You : and on the website it said an open box laptop is $899
31-Mar 03:43 PM
From <https://www-ssl.bestbuy.com/247/247chat.html>
I talked to an associate this morning, and he wasn't seeing the purchase of an open box laptop I purchased yesterday, cause, I paid for an open box laptop $929.99+tax and I went onto the website and you have the same open box laptop for $899.00 and he was going to credit the difference onto my best buy card
31-Mar 03:26 PM
Roy S : Thank you for choosing Best Buy, my name is Roy. How may I assist you today?
31-Mar 03:26 PM
Roy S : If I do understand your concern, the associate said that he will process an allowance for the difference of the Open-box?
31-Mar 03:27 PM
You : yes but he said he couldn't do it until it showed on my account since I just bought it yesterday, and I m not sure if it's finally showig
31-Mar 03:28 PM
Roy S : Thanks for the information, please give me a couple of minutes to review your chat transcript with the agent.
31-Mar 03:28 PM
Roy S : I'm still checking on the information, please give me few more minutes here to verify. I really appreciate your patience of staying the chat.
31-Mar 03:31 PM
You : thx
31-Mar 03:31 PM
Roy S : If I may ask, did you purchased the item in store right?
31-Mar 03:33 PM
You : asus q553ub
31-Mar 03:35 PM
Roy S : Thanks for confirming.
31-Mar 03:36 PM
You : do I need to wait till tomorrow for it to show up
From <https://www-ssl.bestbuy.com/247/247chat.html>
