Best Buy + Pioneer = Worst Service

Big box retailers are known for their low prices and lousy service. It's a trade-off we accept for ready access to cheap imports built by slave labor. If you know what you want, it's a reasonable bargain and by ordering online you can avoid the deafening cacophony and endless lines. Everything's fine...until something goes wrong.

I've had XM Radio since June of 2003 and love it. It puts the fun back in radio and is quite addictive. In February of 2006 I ordered a Pioneer AirWare XM2GO portable receiver over the Internet from BestBuy.com. It worked fine, although the sound through the internal FM transmitter wasn't so great in the car and reception when undocked and outside of major urban areas was kinda iffy. My job at the time was mind numbing and I had been bringing it to work to help me through my day.

Everything was great until August 20 when I came home from work, put it in its dock and powered up. The display was extremely faint and it would no longer receive anything except the preview channel. I tried redocking and pulling out the battery. No change.

Monday, August 21

Waking up the next morning without my beloved XM radio, I took a trip to the Pioneer web site and sent customer service an e-mail via the contact form:

I purchased an XM2GO AirWare satellite receiver in February from BestBuy.com and it stopped working last night. The visual display is extremely faint and it no longer indicates that I have XM service. To my knowledge, I did not subject it to any undue physical shock. I queried the web site for a service center but none is listed. I assume it is still under the one-year warranty and I would like to know how I should proceed to get it repaired or replaced.

The submit page didn't give any message to indicate that the e-mail had been sent, so I submitted again just to be sure.

Tuesday, August 22

My doubly-sent query received two similarly chirpy responses from the girls at Pioneer:

Dear Pioneer Customer:

Thank you for contacting us about the problem with your Pioneer unit.

The model number you have listed is currently part of an advanced exchange program with the authorized dealer. Please contact the dealer so they are able to make the exchange within the one year warranty. Please also provide a copy of your purchased receipt.

Again, we thank you for contacting us about your Pioneer product, and we look forward to your continued business. If you have any questions, please reply via e-mail, or call (800) 421-1404, Monday through Friday, between the hours of 6:00 AM and 4:30 PM Pacific time.

Thank You,

Carina

Response #2

Hello Michael,

Thank you for your correspondence. Airware is one of dealer exchange units. It comes with 1 year warranty,and while it is under the warranty, you need to take it back to the dealer, Best Buy and they will exchange it for you.

Thank You,

Masumi
Customer Service Representative

This all made sense, so I fired off an e-mail to Best Buy via the customer service contact form on their website:

I purchased a Pioneer AirWare xm3go receiver from you in February (order number given above). Over the weekend it stopped working - the display has become very faint and it will not receive anything except the preview channel. To my knowledge, I did not subject it to any unusual physical shock and I believe my XM account is up to date. I contacted Pioneer and they said that I needed to contact you to arrange for repair or replacement under warranty. Please let me know how I should proceed.

Wednesday, August 23

The next day I received a response from Best Buy:

Michael,

I am Carol with Best Buy Customer Care.

I understand your concern about the repairs of your Pioneer Air Ware XM2GO.

To provide you with the proper service required to fix your product, you can take it to your local Best Buy store to have one of our technicians look at it.

You can locate the phone number for your local Best Buy store by going to our Store Locator at: http://www.bestbuy.com/site/olspage.jsp? id=cat12090&type=page&isCarFi=null

For appliances or televisions over 27?s, you can contact our in home service department by calling 1-888-BESTBUY (1-888-237-8289).

We look forward to your next visit to one of our stores or to www.BestBuy.com.

Thank you,
Carol
Best Buy Customer Care Team

Not what I was hoping to hear, but it didn't seem too strange...

Wednesday, August 24

There's a Best Buy in Chelsea, a 20-minute subway ride away, so I decided to take it there. I usually keep all my original packaging, especially since this device has so many external adapters and cables.

After waiting about 10 minutes in a long returns line, I explained the situation to the first associate. She didn't know what I was talking about so she called a manager. After another ten minutes, the manager came by and referred me to the service department.

I walked over to the service department and waited another 10 minutes. I explained the situation a third associate who then asked if I had a service plan (which I never buy). I explained again that this was a warranty return and that Pioneer and Best Buy had told me to bring it in. The associate took out the receiver and gave it a cursory look (I had to explain how to release the back cover to inspect the battery). Finally, after punching some numbers into his terminal, he handed me a Pioneer warranty form (similar to the one that came with the radio) and said I needed to contact Pioneer. He explained that he could ship it to Pioneer for me, but that I would have to pay the postage. I declined and got his name (Anthony) and the store number (#482).

Livid, I proceeded into a cloudy Manhattan evening. Realizing that this situation would not get a timely resolution and starting to get jittery from XM withdrawal, I went home and ordered a Samsung Nexus directly from the XM Radio store.

Thursday, August 24, 2006

I returned to the Best Buy website and fired off yet another e-mail, including a copy of my earlier correspondence.:

As previously directed by "Carol" (see below), I took my broken XM radio to Best Buy store #482 for warranty coverage. However, "Anthony" indicated that because I did not have a service plan, I would have to return it to the manufacturer - which is directly opposed to the information I was previously given by Pioneer and Best Buy Customer Care (see below). Please advise where I should ship this thing for repair or replacement under warranty. I received a "Merchandise Return Form" with the initial shipment addressed to the return center in Findlay, OH.

Tuesday, August 29, 2006

Five days passed before I received a meaningless response from le grande fromage at Best Buy customer service:

Michael,

Thank you for contacting Best Buy about manufacturer's warranties. I'm Rich with Customer Care.

We appreciate your concern about getting your XM radio repaired or replaced. For the most current information about your manufacturer's warranty, we would encourage you to contact the manufacturer directly. You can reach Pioneer at 1-800-421-1404.

Please refer to Best Buy for questions on Best Buy policies.

Thank you for sharing your comments with Best Buy. Please do not hesitate to contact us with additional questions or concerns.

Best Wishes from Best Buy,
Rich and the Customer Care Team

In the meantime, my Samsung Nexus arrived and I called XM Radio to activate it. While on the phone with " Ariel", I asked him who was supposed to deal with my defective Pioneer unit. He replied that this was something he had recently experienced with Wal-Mart and that it was Best Buy's responsibility.

Wednesday, August 30, 2006

In the morning, I fired off another e-mail to Best Buy:

I have been in contact with you regarding a return or replacement of my defective Pioneer XM2GO AirWare receiver and the copies of my communications with you and Pioneer are provided below.

In the most recent communication today from Best Buy, "Rich" indicated that I needed to contact Pioneer for manufacturers warranty coverage. This is in direct contradiction to previous communications from "Carol" at Best Buy and information I have received from "Carina" at Pioneer and from "Ariel" at XM Radio. Under Pioneer's "advanced exchange program" with Best Buy, Best Buy is responsible for dealing with repair or replacement of this defective receiver.

Please advise on where I should ship this receiver to obtain service or a replacement.

Michael Minn

Surprisingly, I received a response that evening (perhaps morning in India?):

Michael,

Thank you for your response.

It can be frustrating when your product doesn't function properly. We'd be happy to explain how to receive service. If you have a product in need of repair, please bring it into one of our stores, along with any relevant receipt and Performance Service Plan documentation, and our store associates will be happy to help you. To find the store closest to you, visit our store locator at http://www.bestbuy.com/site/olspage.jsp? id=cat12090&type=page&isCarFi=null.

Thank you for sharing your comments with Best Buy. Please do not hesitate to contact us with additional questions or concerns.

Best Wishes from Best Buy,
Rich and the Customer Care Team

This can't be incompetence - it must be part of an intentionally obfuscated customer service process. My response that night:

Rich:

As I indicated in my earlier messages, on August 24 I brought the unit (with original packaging) to Best Buy #482 here in Manhattan and spoke with three associates, the last being "Anthony." He refused to accept my unit saying that he could not accept it because I did not have what I assume is the "Performance Service Plan" that you mentioned in your last communication. He indicated that I needed to contact Pioneer directly for service.

However, as I also indicated in my last message, I was informed by on August 29 by "Ariel" at XM Radio and on August 22 by "Matsui" and "Carina" at Pioneer that Best Buy is an authorized dealer with an "advanced exchange program" and that Best Buy was responsible for repair or replacement under the manufacturer's warranty.

There is obviously a systemic issue with Best Buy customer service in regards to this "advanced exchange program." Therefore, it is not appropriate for me to waste an afternoon at my local dealer and repeat this futile process. Please speak with your manager and get me an address and some kind of authorization code so I can ship my defective unit for repair or replacement. I have included a complete list of my communications below for your reference.

Michael Minn

Tuesday, September 5, 2006

Having waited in vain for almost a week, I decided to write Pioneer again for more details on the "Advanced Exchange Program" - which appears to be three lies in one. Unfortunately, their website was having serious response problems all day and I wasn't able to send the message until late in the evening:

I have been attempting to get warranty service from Best Buy for my defective Pioneer AirWare XM2GO receiver. On August 22, Carina from Pioneer customer service indicated that this receiver was part of an "advanced exchange program." However, Best Buy has been unresponsive to my protestations that warranty service is their responsibility. Can you give me any additional SPECIFIC information that I can provide to Best Buy on this "program" so their customer service people will understand the situation more fully and resolve this issue? If there's any way you can intervene on my behalf, that would be even better.

I also fired off an e-mail to XM Radio seeking help:

I have been having problems getting warranty service from Best Buy on a defective Pioneer AirWare XM2GO radio. On 8/29, "Ariel" at XM customer service confirmed information I had earlier received from Pioneer that Best Buy is part of an "advanced exchange program" and is responsible for handling the return. I would like to know if you have any further information on this "program" that I can use in my discussions with Best Buy. And if you have any suggestions on how to approach this matter or if you can advocate on my behalf, that would be even better.

XM's customer service was prompt, but not very helpful:

Dear Michael,

Thank you for contacting XM Satellite Radio.We received your email and are aware of your concern.However were not able to advise you on this matter as pioneer makes the radio and best buy supplies it xm only sell and maintain the services.You may need to contact pioneer at 1-800-421-1404 for further information.

Thank you,
Cyan
XM's Listener Care Email Team.

In the meantime, I found my new radio to be thoroughly unsatisfying. The Samsung Nexus was the cheapest "portable" available at the time ($80). But it was really just an MP3 player with an XM Radio docking station making it impossible to use while walking around. Transportation of the receiver required carrying a large number of oddly shaped and fragile plastic devices. Automobile operation required purchase of a $75 car kit. I decided to return the Nexus to XM and purchase a legitimate portable. The returns process to XM was seamless and I was able to find a Delphi portable receiver for $184.23.

Tuesday, September 7, 2006

Having waited a week for a response from Best Buy, I sent them another e-mail via their website form mail:

I have not received a response to my inquiry of 8/30 regarding warranty service on my defective Pioneer XM2GO receiver. I am including a copy of that message and a listing of all communications related to this matter below. Because there is obviously a misunderstanding in customer service regarding Best Buy's relationship with Pioneer in regards to this product, I would request that you escalate this matter to the appropriate company official for resolution and response.

Michael Minn

Monday, September 11, 2006

Almost a week later, an autoresponder e-mail response from Pioneer:

We are in receipt of your request for customer service assistance.

The Pioneer Customer Service Department is open Monday through Friday between the hours of 6:00am and 4:30pm PST

We will be in contact with you shortly in response to your request.

Don't forget to register your product online at https://www.pioneerelectronics.com/pna/v3/pg/product/registration/entry/...

For more information about Pioneer products, parts, and service, please call (800)421-1404, or visit our website at www.pioneerelectronics.com.

PIONEER CUSTOMER SERVICE

Wednesday, September 13, 2006

Eight days after my last missive to them, I received a response from Pioneer that was oblivious to anything that had come before:

Thank you for contacting Pioneer Electronics, Inc.
Sir, what's wrong with the unit?
Did you talk to tech support, and if so what was diagnosed?
If the unit is not working normally, you should have no problem exchanging it with Best Buy. If you have any further questions please call us at 800-421-1404

Thank You,

Ramon
Customer Service Representative

Yup...this has to be intentional

Thursday, September 14, 2006

After a two-day wait, there was finally some motion from my homeboy Rich at Best Buy:

Michael,

Thank you for your response.

We appreciate your concern for taking advantage of your manufacturer's warranty. For the most thorough information on getting your Pioneer XM2GO receiver repaired or replaced under the manufacturer's warranty, we would encourage you to contact the manufacturer. You can contact Pioneer at 1-800-421-1404. You can have Best Buy send your unit to the manufacturer, but the store will have to charge you the $25 shipping fee prior to the shipment of your receiver to the manufacturer.

Thank you for sharing your comments with Best Buy. Please do not hesitate to contact us with additional questions or concerns.

Best Wishes from Best Buy,
Rich and the Customer Care Team

I wish they had told me that before, but after all this there was no way I was going to give any more of my money to Best Buy. But what to do?

Tuesday, October 3, 2006

I had to take a couple of weeks to deal with some family issues, but I came back refreshed for my quest for justice. Early on I made the tactical decision to try to do everything via e-mail, because I thought it would be a more efficient and well documented process. But since I had apparently reached the procedural limit of what the e-mail customer service folks were authorized to do, I broke down and made a phone call to Pioneer Customer Service

After three minutes navigating menus, I got the obligatory message:

We're experiencing a high volume of calls, your expected wait time is... ten minutes.

23 minutes later I made contact with Keana, a surprisingly pleasant rep with a slight African-American accent. I explained my situation and received the response:

"Those are, um, exchange-only units, not repair. Um...and the warranty is for them to exchange it at the dealer. But...I'll have to set you up with a case."

She gave me a case number and asked me to fax my receipt to them.

A total of 37 minutes on the phone. About normal

Tuesday, October 3, 2006

I faxed my receipt to Pioneer, which cost me a dollar since I don't have a fax machine.

Monday, October 9, 2006

About a week later I received an e-mail from Pioneer:

Dear Pioneer Customer:

Thank you for contacting us about the problem with your Pioneer portable XM unit. Pioneer will proceed with the exchange of your portable XM unit.

Carefully package the receiver only WITHOUT the battery, headphones, charger or other related accessories or hardware. Prepay, insure, and address it to:

Pioneer Electronics Service, Inc.
ARA: 15653247
1925 E Dominguez Street
Long Beach, CA 90801

Once we have received and inspected your unit, we will ship your replacement. If the evaluation reveals other than a manufacturer's defect, we reserve the right to rescind this offer.

Again, we thank you for contacting us about your Pioneer product, and we look forward to your continued business. If you have any questions, please reply via e-mail, or call (800) 421-1404, Monday through Friday, between the hours of 6:00 AM and 4:30 PM Pacific time.

Thank You,

Henry

Amazing.

Tuesday, October 10, 2006

I shipped the receiver back to Pioneer via UPS.

Friday, October 27, 2006

Justice. After two months of haggling, I received a replacement Pioneer AirWare receiver from Pioneer. This left me with a bit of a dilemma, since I had already purchased a replacement receiver and wasn't sure whether to keep the AirWare as a backup, give it to a friend or sell it on eBay. I took some time to ponder.

Friday, November 3, 2006

I decided to list it on eBay.

Friday, November 10, 2006

The receiver I had worked to hard to get ended up only getting $39.78 from a gentleman in Texas.

Monday, November 13, 2006

I shipped the receiver

Thursday, November 16, 2006

The receiver arrived in Texas. However, I had failed to notice something before shipping:

Hi,

I received this item and it looks excellent. Only problem is that the home a/c adapter is missing. Any chance that you still have it?

Thanks,

Kevin

Damn. I looked around my apartment and couldn't find it, so...

Kevin

I'm sorry for the missing power adapter. I thought I had left everything in the box and I'm not sure what happened to it as it does not seem to be any place obvious in my apartment. I can credit you $15 so you can get one from Circuit City, Radio Shack or http://www.myradiostore.us. Does that sound fair? I could send you the one from my current Delphi receiver, but it would probably be easier and quicker for you to get one on your own.

Again, my apologies.

Michael

Response:

That would be great! I appreciate the good customer service!

Kevin

Conclusions

The bottom line: I got $24.78 for two months of haggling. But I learned some lessons:

• When making online purchases, if possible, either buy direct from the manufacturer, or from retailers that you know have good customer service (like Amazon or Costco).
• While an extended service plan would have helped me in this situation, I've never needed one before. If you buy quality stuff from reputable outlets, the manufacturer's warranty should be adequate. Service plans are a ripoff.
• If you do have a problem, customer service via e-mail seems kinda useless. Just carve an hour out of your schedule and make a phone call
• eBay is a great way to get rid of junk you can't liquidate any other way. But if you have a moral attachment to an item that has any real value, you might just consider giving it to a friend. The satisfaction and goodwill you engender will be worth more than the fractional sum you get on auction.