Best Buy & Geek Squad Policies

[awful]

Is the absolute worst thing I have ever paid for in my entire life.  I had it for 2 years without too many complaints, with the exception of how long it took them to service my computer every single time it was sent in, and the fact that it would be returned and the original reason I had it sent in was not worked on instead my keyboard was cleaned.  I was ready for the plan to end, but due to being in school my dad convinced me to renew my service plan so I could keep my computer until I was done with school and not be without a computer.

I sent in my check for  my service plan to be renewed in July, Best Buy cashed my check immediately and took no further action.  My plan was not renewed.  I went in October to have my computer worked on to learn that my plan was inactive.  I spent an hour in the store and on the phone with the geek squad.  They worked it all out, my service plan was reactivated, no problems, it would take 3 days for the store to get the notification and my computer would be sent out.  Which that was fine b/c they had to give me an external hard drive.  A week later I went in to pick up my hard drive to learn my computer wasn't being worked on.  Apparently, an electronics store is incapable of connecting their computers to each other.  So, the store computer was never updated and informed that I had a service plan, only geek squad computers were aware of that.  So AGAIN, I went through the same headache of spending an hour in the store, talking on the phone, etc.  Everything was set to go.  A week went by, no notice from best buy but they told me it would take up to 3 weeks for it to be worked on- this is with expedited shipping and promising me my computer would be worked on immediately b/c of the inconvenience I dealt with.  After 1 1/2 weeks I decided to call to double check that my computer was being sent off.  Funny thing about calling best buy, NO ONE answers.  I spent 8 minutes listening to the phone ring.  I finally was kicked back over to some very nice man who tried to resend me to geek squad.  Again, I sat there listening to the phone ring for so long until it was kicked back again.  Unfortunately, not only does geek squad and best buy computers not connect, the computers in every dept of best buy and the geek squad dept of best buy don't connect either, so the only person who answered the phone couldn't answer my question about my computer's status....I began to realize that not only is the service plan crap, but best buy in general is operated by a large number of illogical, under educated people.  The man left geek squad a note-I heard him walk up to their desks and leave it there, requesting a call back.  I decided to just go right into the store and check for myself. 

Not even 10 minutes later I walked up to the geek squad counter where 3 workers were standing around shooting the sh!t with each other.  I asked to pick up my computer, they said it hadn't been worked on and I said I figured.  I took my computer home and called to cancel my service plan.  I had to fax in a request to cancel my plan (which I found out yesterday-a month after I sent in my fax, I can go to the store and cancel it).  However, I wasn't guaranteed the full amount of my service plan that I paid.  Apparently, although service was never provided, nor available to me because of BEST BUY'S inconsistencies, I am still charged a prorated amount, due to "policy".  Which let's face it, and remember this as you do your best buy shopping, policy can be adjusted when service is so terrible to a customer that best buy did not follow their end of the bargain, but best buy has no concern for their customers.

A month after all of this happens I call best buy again- the 1-800 #-to find the status of my refund.  I was originally told the accounting dept would call me within 15 days of receiving my fax to speak to me about my issues with being refunded the pro-rated amount.  I never heard back from them.  I talked to a number of people-I spent more time on hold being transferred back and forth than I did getting my questions avoided.  Finally I called back, after calling the renewal information number they gave me that was a wrong number (I was told I would be connected to best buy, instead I was connected to someone who told me to press star to be charged $9.95/mo for text messages....).  I called and spoke to a manager who couldn't give me any answers, unsurprisingly, the accounting dept computers aren't connected to the customer service computers, and customer service has no way of sending me an email to verify they sent accounting an email or to tell accounting to send me an email verifying they received this information (this is something I inquired about b/c considering the fact that geek squad never did their part to ensure my renewal to the store went through why should I count on customer service to send anything anywhere). 

To sum it up, I went to Office Max and purchased my new computer-an MSi.  I received a higher quality computer at lower cost, a higher quality service plan at lower cost, I received up from service that cleaned my computer of the spam windows' starts with.  If I bring my computer into Office Max 3 times, with the exception of power cord issues, I receive a new computer for the amount I originally paid.  So, ask yourselves as you are out shopping for computers this holiday, or whenever, are you wanting to give the gift of joy to someone? If so, don't shop best buy, if you are hoping to destroy the spirit of the holidays and ruin the magic that one might experience otherwise, definitely purchase from best buy.

[Dorothy-BBY Community Supervisor]

Hello there -

Thank you for sharing your experience.  Coral, from our Community Connector team, will be reaching out to you to gather more information and ensure your concern is addressed internally. 

[Coral-BBY Retired: Community Connector]

Hello awful –

Thank you for taking the time to voice your concerns regarding the recent service on your computer.  I can understand how this would be frustrating with numerous trips and calls to the store and ultimately not receiving the services you requested in a timely manner.

When a Performance Service Plan is renewal is purchased, all Best Buy and Geek Squad systems should be updated with the renewal information within 14 days of the purchase.  In the event that the renewal is not posting in the Best Buy or Geek Squad systems, we are generally able to have to have it updated within a few business days.  I understand this wasn’t the case in your experience and I apologize for that.

In the event that you are choose to, you may return the Performance Service Plan at any time.  Per the return policy for Performance Service Plans, any returns done after 30 days from the date of purchase would receive a pro-rated refund.  Unfortunately, there are no exceptions to allow a full refund after the 30 day return policy.

I want to apologize for any inconvenience this situation caused and any misinformation you received from the store and  I am glad to see that you were able to obtain a computer that fits your needs, albeit elsewhere.  I have documented your concerns here at the corporate office and hope we can provide a better experience next time. 

I am not able to locate your service orders or Performance Service Plan information from the forum registered email; therefore I cannot speak to the specifics of those.  However, I would be glad to address these concerns further if you would like to send me a private message with your information.  To send a private message, click on the envelope in the upper right hand corner while logged into the forum and compose a message to myself “Coral-BBY.”

Thank you, Coral

[awful]

DO NOT purchase best buy's service plan if you wish to give the gift of joy and happiness this holiday season.  Best buy works very diligently at ensuring headache and hassle to all who own a computer with a service plan.  However, if you wish to ruin the spirit and magic of the season and destroy someone's holiday gift getting, DEFINITELY buy at best buy.

[axina]

I do not think so.