Public Mediation

Xoom sold fraudulently by Best Buy

T. J. vs. Best Buy, Motorola
Grand Rapids, Michigan, United States
Amount Involved: $800.00
    • Status: In Negotiation
      This claim has posted for public comment and negotiation. It will remain posted until resolved to the claimant's satisfaction. Suggest a resolution to help these parties reach a settlement.
       (seeking public comment)
    • Claimant Seeks: View.
    • Claim #: 1234825
    • Amount Involved: 800.00
    • Filed On: Apr 15, 2011
    • Posted On: Apr 30, 2011
    • Complaint(s):
      • Bad business practices
      • Problem with a service
      • Product Defect
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Statement of Claim
Complaints Involved (5) - View
Claimant says:
"On Weds April 13th I returned to the same Best Buy that I had gone to, where I was researching the best Android tablet. For the second time, a young Best Buy (BB) salesman told me that the new Motorola Xoom was best and assured me that it worked with a wireless modem branded as "Mi-Fi" by Verizon (a Novatel wireless card). I explained that my use of the device was for mobile computing, and they told me that they had this product on the shelves for 2 weeks and it worked well, was their current favorite.
So I took it home and spent 3 hours trying to configure it for a wireless connection. The Xoom "read" the mobile Wi-Fi card, and seemed to connect, but couldnt, repeatedly. I called the store's Geek Squad and they assured me that the MiFi did indeed work, but I asked for the Motorola customer service which I eventually got into after long hold times, and spoke to a rep there. After much time offline, the rep came back and told me that the Xoom will connect to home wireless networks, but not to a MiFi, and that the software patch to make the Xoom work with a MiFi would come "sometime in the second quarter, maybe July". I complained that I had spent so much time and gotten useless, fraudulent, misleading, wrong information from one of their outlets, a major one named Best Buy. This is a matter of lousy communication between Motorola and Best Buy; BB reps should have been better trained and not promote nonworking popular machines. I called the Geek Squad again and they had a rep call me back and tell me to bring in the machine and they would fix it, ignoring my explanation to the rep I spoke, further infuriating me. Of course, when I called back, that manager was gone for the day and I got a promise that he would call me back.
To further verify that Verizon's MiFi would not work with Xoom, I called Verizon and got ahold of a bright, sympathetic agent who quickly refunded a month of service for my hassle. He indicated that they did not know there was a problem, either.
Bottom line: Best Buy, Verizon, and Motorola are deceiving and lying and withholding information about the quality of their new hot Xoom. The retail reps are either grossly misleading people or are grossly undertrained by the major retailer Best Buy. Misrepresentation or fraud, or extreme negligence,which is it?
To add salt on the wounds, when I called and was put on hold, I got a snippy young agent at Geek Squad named Kristen who didnt address my complaint that it didnt work, but went off on a tangent that Best Buy wouldn't come to my house to pick up their useless item from me and issue a refund. Wow, what customer service. BB needs a lot more training in compassion for their reps, they can really be immature."
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What Claimant Wants Hide
1. Lost time, 4 hours at $200/hr. Apr 30, 2011 $800.00
Cash total : $800.00
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Respondent's Counteroffer

There has been no response to this claim from Best Buy, Motorola. This claim will remain posted until resolved
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