Sincerely, MAB

I am livid.

I have just had one of the worst customer service experiences in the past two years. On Monday, I purchased a Zagg Invisible Shield to protect the screen for my iPhone. The previous screen protector was horrible and bubbled and full of fail. Anyway, when I finally got home with the package, I tore it open to find that it was missing the promised micro-fibre cloth. No biggie, we have a ton of them kicking around. So, I went ahead and used the non-included micro-fibre cloth to do the installation, and sure enough, it failed miserably. Somehow the backing of the screen protector got absolutely covered in some weird gunk and it bubbled like crazy, despite my valiant attempts to squeegee them out.

So, naturally, I brought it back to Best Buy to get a simple exchange. Who would have thought a simple exchange would be so difficult! First, you need a sticker on your merchandise to prove that it's yours, as if the receipt wasn't enough. Then, when you finally get to the returns counter, they only have one person on, and there are at least three or four people in line. I got to the front of the line, explained the situation, and was sent to the Mobile Phone department to process my return there. I spend a few minutes waiting around for an available staff member. Of course, when I finally find someone, they send me back to returns. I go back to returns, empty-handed at this point, telling me that I should be able to get my product exchanged at the mobile department. I politely restated that they sent me here. So, she said she could process my exchange, but I'd have to go get the replacement product myself, because she wasn't allowed to leave her station.

So back I go to mobile, to pick up the exchange product, only to find that they don't have any in stock. After waiting another five or so minutes for staff to help me, I ask them to check their systems, and "Did you check the shelves?" Of course I checked the shelves. They look, and they say, "We should have lots of them on the shelves." To which I reply that no, in fact, they do not have the particular model I require on the shelf (I had to explain the difference between an iPhone 3g (that I own) and an iPhone 4 (which I covet). Finally, I manage to convince her to go to the back to find one for me, and ten minutes later she returns with one. And then proceeds to send me back to the Returns counter to exchange the product.

So back in line I go for another 10 minutes. When I'm the second one in the queue, the girl behind the counter says, "Sir, you should get your exchange done at mobile, she can do it there for you." I explain to her what has happened to date, and she picks up the phone and tells Mobile to take care of my exchange.

So I go back to mobile, exchange products in hand, and finally go through the administrative hassle of giving out all my personal details for the sake of the exchange. All told, I spent about an hour in Best Buy, trying to get a simple exchange. I have never had this much trouble exchanging something clearly defective...

I think I'm going to write a sternly worded letter.