Gift Card Given for Unfixable PDA, But Fixed -- Ethics?

December 28, 2004 3:59 PM

A while back, my Palm died and I took it back to Best Buy. I had an extended warranty, and they said they were unable to fix it, so they gave me a gift card for the price of the PDA. I just got a call from their service department saying they got the PDA back and it works fine and I can come pick it up. Should I go pick it up? I know it's not exactly scrupulous, but I really hate Best Buy. Consequences?
posted by anonymous to Grab Bag (24 answers total)

They called you and told you to pick it up. Follow their directions.
posted by sled at 3:59 PM on December 28, 2004

I would pick up the fixed PDA, return the gift card. No matter how much you "really hate" Best Buy, it will be good karma returning the gift card. Do the right thing (tm) :-)
posted by ataraxian at 4:00 PM on December 28, 2004

Best Buy isn't into the karma thing.

I say pick the thing up. Perhaps they cancelled the gift card? Teehee. Try not to get yourself fired.
posted by shepd at 4:06 PM on December 28, 2004

Shepd, I hear you and agree that many if not most corporations do many unethical things.

However, I guess my philosophy in life is to "try and not be like the wrong doer" and thus my advice to anonymous.

Thanks,
posted by ataraxian at 4:14 PM on December 28, 2004

The fact that you ask this question indicates that you already know the "right" answer and are seeking ethical exoneration for an act you understand is inherently unethical. My advice is to forget the "karma" prattle, forget BestBuy's questionable customer policy, and rely on the principle of "two wrongs don't make a right". Hell, if you explain the situation, they may be happy to comp you the card just for being honest about their fuck-up.

Then again, MetaFilter is the home of "We Have Cameras", so...
posted by Danelope at 4:17 PM on December 28, 2004

I have a family member who works at BB. He says 1) BB erred in giving you the gift card before the Palm came back from service and 2) they're not going to cancel the gift card bc they don't keep track of that shit.

So keep the card and pick up your Palm. It might conk out on you again, anyway.

(And no, BB will not comp you for doing the right thing.)
posted by damn yankee at 4:21 PM on December 28, 2004

Two wrongs don't make a right, but three rights make a left.

My philosophy in life is "If someone/something sucks only give them what they deserve". :-D Okay, I'm nicer than that.
posted by shepd at 4:32 PM on December 28, 2004

Based partly on what damn yankee says, I say you should pick up the PDA and keep the card. As someone who's personally been screwed by BB's extended warranty program, I feel entitled to suggest that you are Best Buy's karma, and not the other way around.

But in the future I would stay away from Best Buy AND their warranty program.
posted by coelecanth at 4:33 PM on December 28, 2004

Half of BBY's profits come from the sales of extended warranties.
posted by Coffeemate at 4:38 PM on December 28, 2004

Fuck 'em. Pick up the Palm and spend away. Their error, not yours.
posted by robbie01 at 4:47 PM on December 28, 2004

Best Buy's left hand may not know what it's doing...

But your left lobe knows what your right lobe is thinking.

I'm in the karma kamp - don't be dishonest.
posted by seawallrunner at 4:59 PM on December 28, 2004

I say keep the card, and use your newfound 'karma' wisely. If you need help to sleep at night, perhaps use some of it for a charitable cause? Or sell the PDA and donate the money. You'll make someone much happier than you would make BB by returning the card.
posted by cogat at 5:08 PM on December 28, 2004

Another thing: if you're feeling saucy, it would be fun to see the manager's face if you went into BB, picked up the PDA, then said, "Thanks! Now, can I buy another one with this warranty gift card?"
posted by cogat at 5:13 PM on December 28, 2004

Spend the card. Spend it however will make you feel best (batteries for shelters / tsunami victims / etc vs. New Xbox). BestBuy needs to be taught many lessons regarding customer service.
posted by robocop is bleeding at 7:30 PM on December 28, 2004

BestBuy needs to be taught many lessons regarding customer service.

For example: When a customer's PDA under extended warranty fails and you can't repair it, give them a gift card for the value of the device. And when you do actually manage to repair the device, call them to return it.

Yes, damn them and their infernal customer service and warranty plans! What have they ever done to deserve anyone's business?
posted by Danelope at 8:01 PM on December 28, 2004

I know it's not exactly scrupulous, but I really hate Best Buy.

"I know it's wrong to steal, but what if I really dislike the person?"

Call it a snark, but you're an ass for even asking.
posted by cribcage at 8:02 PM on December 28, 2004

Doh. Touche, Danelope you win this time!
And likely many more times to come, but dammit Gadget, I'm due!
posted by robocop is bleeding at 8:04 PM on December 28, 2004

I wouild pick up the PDA. Once everything is complete, mention the gift card. If they say, "Just keep it", it's yours, and your conscience is clean. If they want it back, well, all that "it's the right thing" stuff takes over. But in either case, you conscience is still clean.

I bet they will let you keep the gift card.

I recently bought a computer and the guy said they had a $50 rebate on some software I bought with it. When I got around to filling out the form a week or two later, I saw that the rebate expired the day before I made my purchase. I took the receipts and form back, told them, and they took $50 off the total bill.

I used to detest BB customer service, but the last year or two I think things have improved.

(And I'm one of those pain-in-the-ass customers that actually redeems my rebates.)
posted by Doohickie at 8:46 PM on December 28, 2004

Hell, I'll exonerate you. Do it.
posted by jackofsaxons at 9:55 PM on December 28, 2004

FFS, tell them the situation and let them decide. If you try to pull a fast one, this slow company will only come back and bite you at a later date.
posted by krisjohn at 11:42 PM on December 28, 2004

First, I don't believe this is left hand/right hand situation. It's all the same department.

You said "awhile back." Evidently, you had to wait for awhile for them to try to fix it the first time. Then they called to offer you the gift card because they couldn't fulfill their contract (fixing the PDA.)

So they give you a gift card (instead of refunding your money in cash and letting you choose to buy the PDA somewhere else.) Standard fulfillment of their contract with you.

Then some bright tech does fix the PDA. At that point it is their PDA to do with as they wish. They purchased it from you.

They chose to give it back to you. I believe this is a smart business practice. By spending $0 they make a customer happy. A customer who has given them free advertising on a very popular board frequented by people known to purchase their products. I'd say you and the company have a win/win situation. Spend your gift card with karmic reckless abandon.

(disclaimer: I do business with that company. A large amount of business. I find some of their policies atrocious; yet some of their employees know when spending little will do the right thing to compensate a customer for his or her time and trouble.)
posted by ?! at 5:42 AM on December 29, 2004

I've been in similar situations; take back the card. You'll never think twice about your decision later.
posted by pepcorn at 6:42 AM on December 29, 2004

Pick up the PDA and keep the card, for reasons ?! said better than I probably could. I really don't even see it as taking advantage of Best Buy giving you the card in any sort of negative way. They gave it to you so unless there's some part of this contract that says "but if we manage to fix your device after telling you we can't, you have to give us back the gift card which you may have already spent or given away." I'm sure they could make some fine print that worked out that way (so it's definitely in your best interest to check, if you can) but I don't think that's a good way to do business, which makes me think, even though Best Buy doesn't exactly have a great customer service track record, it's easily possible the company is aware it compensated you with a gift card and is still going to give you your device back without wanting the gift card returned.
posted by DyRE at 8:04 AM on December 29, 2004

I would wager that if you told the Rep 2 when you'e picking up the PDA, she would grab a manager, who would tell you to keep it. This sort of thing just isn't handled at the store level, so it's likely that no one there will feel empowered to do anything about it.

Of course, there's no way to actually test this theory unless you're willing to give up the gift card.
posted by Coffeemate at 8:47 AM on December 29, 2004