The general manager of Best Buy thanks a customer for bringing poor customer service to their attention during a purchase of a MacBook Pro and other items. While the store cannot provide a refund due to restrictions in their contract with Apple, the manager offers to personally speak to the representatives involved and gives the customer a 10% discount on their next purchase to regain their trust as a loyal customer.

1. 3750 SW Archer Rd
Gainesville, FL 32608
Jan.10, 2014
Jessica Eagerton
701 SW 62nd Blvd. Apt. U149
Gainesville, FL 32607
Dear Ms. Fraden,
I would like to thank you for contacting me about my staff’s customer service. As the
general manager, I can assure you that I will personally be speaking to each
representative that you spoke with that day. I would also like to thank you for choosing
our store to purchase your MacBook Pro along with other items you have acquired in the
past.
Unfortunately, our contract with Apple, Inc. restricts us from providing refunds for
damages that the insurance policy does not cover. We have an agreement with Apple,
Inc. that explicitly states hardware, software and accessories that we can and cannot
replace. We train our employees to have a solid understanding of each insurance policy
that we offer and they are expected to effectively communicate each policy to every
customer.
We greatly appreciate your loyalty to Best Buy and are thankful you brought this issue to
our attention. We hope in the future you wont encounter another problem like this and
because of your patients. I would like to offer you a discount of 10 percent off your next
purchase at our Gainesville Best Buy.
As a customer of our brand, we do hope we can regain your trust and have you as a
returning customer to our store. Please feel free to contact me if you have any more
questions or concerns.
Sincerely,
Skip Pryor