I would say Best Buy did the right thing. The customer got his product repaired but because someone forgot to ask if the customer wanted to pay the charge they screwed up ... ok - so they cancelled the charge. That does not equal bad customer service - rather its a small mistake that was fixed. To sue them over that seems almost frivolous.

Someone on the ground level clearly did not follow corporate policy - that does not make all of Best Buy an evil corporate entity. Most Best Buy asociates that the customer interact with are barely out of their teen years - full of piss and vinegar, but not a lot of brains and common sense. If something like this ever happens the best thing to do is to contact the corporate HQ because they usually have all the interest in the world to make things like this right but they never hear about it until it is too late.

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- Ravenheart