Samsung Epic 4G Touch buyer gets surpise after purchasing unit at Best Buy
it should have been deleted first, which of course, isn't really the point. Not exactly happy with the manager's response, the customer drove back to the store and spoke with a different manager who understood how serious a matter this really was. This manager apologized and said that this was not typical Best Buy behavior. She assured the customer that the rep pictured (his name is Victor, according to the customer) would be properly reprimanded and the customer would exchange the unit for a new one. Best Buy also threw in a $25 gift card. By the way, the first model was having problems charging up, so the customer was happy to make the exchange.
When we run happily over to the local store to purchase that hot new device, we always assume that the new device being handed over to us is indeed new. But as this story illustrates, you really never know if that hot new phone has been manhandled before you ever get a chance to use it. Has an incident like this ever happened to you? Drop us a comment in the box below!
26. Goldeneye (Posts: 354; Member since: 22 Jan 2011)
"the first model was having problems charging up" here we go, another device full of hardware/software issues
33. downphoenix (Posts: 2357; Member since: 19 Jun 2010)
I doubt its true, it was probably the customer not being aware of how to plug in the charger correctly.
41. happy face (unregistered)
I don't think that the happy face is enough to hide that employees identity, he has a big ass tattoo on his left arm....
3. Droid_X_Doug (Posts: 5856; Member since: 22 Dec 2010)
Something is fishy with this story. Every phone I have purchased has come out of inventory sealed from the factory and the sales rep used either a box cutter or penknife to cut through the seal so that they could open the box to set-up the phone. This was the same process for the HTC Flyer that I purchased from Best Buy....
Maybe Best Buy was selling a demo unit as new? If so, the customer should have got more than a $25 gift card....
42. Ic00 (unregistered)
man...i have to tell you how speechless I was as watching my gf opening HTC phone and samsung galaxy tab box without even
touching and breaking the seal, and then put it back like it was never been opened. Believe it or not, I watched with my own eyes!
43. Troy (unregistered)
Best Buy would not sell a demo unit as new. I am sure what happened is that the unit was opened so that the employees could check the device and see how it performed and looked. After it was open someone must have placed it back with regular inventory by accident. I always buy my phones at Best Buy and have never had an issue in doing so. When the Galaxy S II releases for At&t I will go to Best Buy to purchase it.
44. Winfly (unregistered)
Says the Best Buy rep.
4. ArmageddonX (Posts: 96; Member since: 11 May 2011)
This totally doesn't surprise me. Best Buy has probably the worse customer service on the planet.
5. Jeepinainteasy (unregistered)
They are always used at some point. It's the (time period) money back guarantee. I have a techy friend who buys ever single phone on his network. He buys if at full price tries it out and returns it.
6. biggles (Posts: 213; Member since: 15 Oct 2009)
That's all? I thought maybe someone was surfing porn. Although, it may not have been returned in that case - LOL.
8. Alantef (Posts: 286; Member since: 14 Sep 2011)
you should have seen phones that get returned with porn on them (home made that is)....wow...some nice videos I've seen...and some.....gross but makes the day fun
7. Alantef (Posts: 286; Member since: 14 Sep 2011)
if the person in the picture was fried how is that his fault???...and not the person taking the picture?..but yea every cell phone store opens up new phones and rips them apart and resales them as new and even my store does it but only sales it if its the very very last one but we are always sure to master reset the phone.....best buy has no excuse for this....and only $25 gift card i would have been after way more than that with these big companies... don't give me an reason
11. KParks23 (Posts: 452; Member since: 13 Oct 2010)
I was thinking the same thing how is it the guy in the pics fault.. I do the same thing when random ppl take pics of me I hate that. I would of gotto more than 25 bucks tho I know that that's not even gas money to drive back lol.
12. Alantef (Posts: 286; Member since: 14 Sep 2011)
yea i hate my picture taken (look at my profile picture for example lol)...so middle finger f**k you dude ya know!....it should of been the person who HAD THE PHONE!!! the same thing would have happened if he was just standing there with a bible in his hand....no matter what she was bringing the phone back because it wasn't new
9. RORYREVOLUTION (Posts: 3033; Member since: 12 Jan 2010)
at least he can buy one. No sprint best buy Wal-Mart all don't even know when they are f**king getting it. Waiting and waiting
14. ZayZay (Posts: 561; Member since: 26 Feb 2011)
We are waiting for our shipment hopefully monday. There losing me money and Sprint money.
13. clevername (Posts: 1428; Member since: 11 Jul 2008)
WOOOOHOOOWOOOOHOOO Riverside California!
Sorry, hometown excitement....
Anyway, the manager prolly asked victor who took the picture and they were reprimanded too. Unless victor took the no snitch route...which I doubt.
46. moreclever (unregistered)
Seriously? they don't know which employee has the big ass tat on his forearm so they have to ask someone who it is? you riverside people must be slow.
15. me (unregistered)
Why not erase the picture and let it go?! That man probably got fired because someone had to be an asshole and claim the picture is sooooo vulgar, like they never saw a middle finger before!!! The fact that it came this far to make it on this site just makes me sick. People just love making other ppls lives harder
16. nb2six (Posts: 298; Member since: 27 Apr 2011)
its not that the picture was one there, it's that they sold a supposed "brand new" device to someone, when in fact it was no longer brand new. The factory seal had already been broken and the phone had been used prior to the person who actually bought it started operating it.
17. RORYREVOLUTION (Posts: 3033; Member since: 12 Jan 2010)
Exactly. Who wouldn't be upset that they bought a brand new phone with a two year contract attached to find out some idiot worker decided to screw around and play with it. Who's to say they didn't drop it or they didn't damage it in some way. I even heard it doesn't even charge so obviously it was damaged. In a business you must be professional with your customer because as an employee you are representing that company and the customer will view the company negatively
18. Steve88 (unregistered)
Too bad assholes like you don't get used phones like this. There will always be morons like you blaming victims. You sound like an Obama voter.
If you read beyond the picture issue you would have read that the person who got this "used" phone sold as new, also had charging issues.
Btw I'm sure this was an isolated incident, yeah right. About time they got caught messing with phones and selling them as used.
19. Mooooo (Posts: 212; Member since: 27 Aug 2011)
The smiley isn't that a Walmart thing not a Best buy thing.
20. shakeitup (unregistered)
Lmao I totally work at that store and I know exactly who that is. Wow wonderful.
29. Michaelbolton (unregistered)
Me too. And wow. I can't believe we are on the news! But for really bad stuff, it makes us look bad and those guys are some bad eggs.
21. Whateverman (Posts: 3224; Member since: 17 May 2009)
There is an epidemic of fake outrage going around now a days. People get pissed instantly over everything, start calling managers and calling people assholes over the slightest little thing. This is no big deal to me. I'd check the call logs, and if not satisfied with the codition of the phone I would have brought it back too. But I would have gone directly back to Victor, instead of immediately looking for a manger. This could have all be taken care of descretely without becoming PA news.
24. StevenH (unregistered)
That guy in the picture was also a victim. They should get the idiot who used the phone and took the picture. He was probably getting harrassed by the idiot with the phone so as a response he flip him a finger and the idiot took a picture of it. The idiot then intentionally left the picture on the phone so someone can buy the phone and see it.
Yes its not professional but it was done in private away from public view of the store.
22. BESTBUY 110 (unregistered)
THis store is filled with managers who don't know wth they are doing. It's suppose to be professional, yet the managers keep employees like Victor close to them, so i doubt he will be fired. If it were someone that the managers could careless about they would be gone in seconds. HR should really look into this store and stop thinking that just cause they hired managers in that store, doesn't mean they are being professional. Half the time Best Buy firers people who are coming forth with the real problems in a store, just so they can cover their own asses. Well well well 110 i hope you start getting exposed for the s**tty management team you guys really have.
23. kevindeluxe (Posts: 1; Member since: 17 Sep 2011)
Really! A phone is not "used" because a picture is on it. A phone is used only after being active on an account. I guess everyone who is outraged about the "used" phone also bought their "new" cars with Zero miles. If everyone here really thinks that every "new" phone that they have bought has never been turned on before their maiden power up then I laugh at them.
25. hearts (unregistered)
I guess the sad thing about it all is this person( VICTOR) is still working for for BEST BUY... SAD SAD SAD!!!
27. Nuhring (Posts: 1; Member since: 17 Sep 2011)
Employees at Best Buy are encouraged to demo the devices prior to selling them. A new device indicates that it has never been activated with a carrier. Often, since Best Buy lacks in the 'live demo displays' (not so much recently) for their phones, when customers ask to see a live model, Best Buy will open up a sealed box in order to showcase the device. The picture is obviously the real problem here... I'm sure there is much worse seen on their demo phones in the store > take a look next time you are in the store.
30. RORYREVOLUTION (Posts: 3033; Member since: 12 Jan 2010)
yes they have demo units not ones they f**k around with and put back in the box and sell you. The ones you buy are suppose to be factory sealed.
28. giffstr (unregistered)
Agree with me (unregistered) life is hard enough dealing with the public and maybe the reps want to know what's cool about the phone so they can properly inform the customer on what they may like. Its like if you buy a new car and someone test drives it before you buy it then its still sold as new... its once its sold that it becomes used... so it never left the store and has same warranty as any other phone off the shelf. Give me a break everyone just loves to be a victim and complain to get soothing for free.
31. vvelez5 (Posts: 623; Member since: 29 Jan 2011)
Working at Best Buy Mobile I will tell you this happens all the time. Only dumbasses take pictures of themselves though. Also with a product being open and never used is bull we actually open the phones and turn them on for customers who are interested in purchasing even if they dont buy it. that is of course we dont have a display model. Ive sold several phones that are technically used because they have been opened and fiddled with.
32. thetruthshallbespread (unregistered)
ummmm.. so it's official Victor got a heads up from the Manager Steve S that HR was going to firer him,so he told him to quit. There you have it HR,your Managers @ Best Buy 110 have there FAVORITES; like us employees have been telling you in view point for how long. If this was any other employee in 110, that isn't one of their favorites he/she would have never got the heads up they would have let HR fire them!!! So fellow employees lets have fun @ a meeting tomorrow due to the stupidity of these people. Oh and guess what HR now when victor wants to apply for your company again he can... So good luck with him screwing up your reputation again :P ha ha ha ha
34. downphoenix (Posts: 2357; Member since: 19 Jun 2010)
I think the customer overreacted, its just a guy giving out a middle finger. That said, pretty bad of them to sell a used phone as new, are they the Gamestop of the mobile phone business or soemthing?
35. big (unregistered)
best buy people behave rash with the customers and the demo peice might be sold.
37. Best Buy Mobile Employee (unregistered)
As a Best Buy Mobile employee myself, I can attest that the company does indeed give us permission to open a phone and turn it on for a customer if we do not have a demo available. However, this practice can vary according by location. I am at a store very close to Riverside but we very very rarely take out a brand new phone for any customer to look at. I can't remember the last time my store opened a new phone and turned it on just to show a customer. We have demos for almost all the major smartphones, so we demo a similar model if we can. Otherwise, we don't open them unless a customer truly insists and we are near positive he or she is going to buy it. We(myself and the other employees at my location) understand that customers would be upset to not have a brand new untouched phone, especially those that they are spending several hundred dollars on. We would feel the same way if someone had been "playing" with our brand new phone before we got to. In this case, it was even more negligent because the employees just took it out to look at it. We would never ever take a phone out and use it in this way just to satisfy our own curiosities, besides, it's just the Epic Touch. An exciting new model? Yes Somehow so different and new that we need to take it out and get fingerprints all over it, break the seals, etc? No Way. And we are certainly not stupid enough to forget to erase the picture. This was just pure stupidity all together. Overall though, there are stupid employees everywhere as well as those who think before they act. Unfortunately it's always the employees that do stupid sh*t who make everyone else look bad. Best Buy as a whole only sells new phones....established fixed demos are never ever mixed back in with sold phones in any way. Our number one priority is ALWAYS customer satisfaction. It is disappointing that the first manager this person talked to didn't even understand the severity of the situation. What a shame. Best Buy is still the best place to buy phones though!!
38. Jaygar1986 (unregistered)
I work receiving at Bestbuy and I almost never see a phone come in sealed, All it takes is a slight shift and it's gonna fall all over the place. All of us do pull the phone out to take a look, although i've never seen someone to go as far as powering it up and snapping pictures.....maybe in the Bestbuy mobile department.....
39. Dadler22 (Posts: 161; Member since: 11 Dec 2008)
When I was much younger i got a Nokia 6620 that had someones email already registered in it, so not only was it not new it was returned and repackaged by at&t.
but now-a-days its whatever, with the high fail rate of all the newer smartphones I know im just bound to end up with a refurb in a few months anyways, as of right now im on my 3rd iPhone 4, 1st and 2nd were not replaced for accidental damage either.
the fact that the manager said it wasn't a big deal that they were playing with the phone, not really testing it at all, and leaving vulgar images on it is retarded, they should be reprimanded too for letting their monkeys behave like that.
40. victorbby110 (unregistered)
victor is full of s**t he shoulda been fired years ago he was a asshole and best buy got the ***est crew they dont know s**t about sells or phones fucc geek squad and they got nothing but sluts working thier fucc the manegers fucc their workers i pick wal mart over u guys anyday and i bought a phone from u guys last week and i seend 2 naked guys kissing eachother and one of em was victor thats the last time i went to that store like really come on dude get ur self together we dont wanna see that *** s**t i bought that fone for my son now he likes guys cuz of that now he thinks thats right is that what best buy sells *** porn i rate you guys a negative 10
45. Bestbuyblows (unregistered)
It was a silly prank and two kids lost their jobs over it. Was it wrong sure, but blown way out of proportion