Best Buy & Geek Squad Policies

[jgnuyen84]

I bought an HP laptop 2 years ago cost me about $1200. I also bought the 3 year warranty which is a rip-off because if you come back in the first year they blame   HP and say its HP's warranty. So basically I was sold a 3 year warranty at the price of 2 years. But's that's fine, as long as they take care of my laptop.

The first time I brought the laptop to geek squad because the screen got loose and the battery got hot. They replaced it and I got the laptop back and it work fine. The second time I got the keyboard problem and brought them in again, and they fix it again. By this time, I like the warranty plan so far.

But this time, I got the screen problem again, it's not on properly. I brought it in again and the geek say he has to send them to somewhere. After a few days, someone call me back and say the board is burnt and the reason is because of liquid. What so funny is that I never place my laptop near water so how can liquid got in the laptop???

They said my warranty doesn't cover accidental and they're not gonna fix it???????????

When I bought the warranty, they said everything is cover. If there anything wrong with the laptop, just bring it in, they'll fix it. If they can't fix it, they will replace a new one. That's sound safe, that's why spend about $300 more for the 3 years warranty. The laptop is expensive that's why I bought warranty so I don't have to worry about it.

Now they say they don't fix it because for some stupid accidental reason and blame that my plan didn't cover it. I came in and talk to them about it, they said that guy who sold me the warranty doesn't work here anymore so they can't do anything about it. Is this how geek squad being irresponsible?

I'm very upset right now, basically bestbuy warranty is fraud. Sold 2 years plan for 3 years price, and when they can't fix it, they just make up a reason and blame your warranty plan doesn't covered. I'm never going to bestbuy again, and so my friends and family. I'm going to twit this on fb and myspace, and the better business bureau.

This is soo unfair and I am very disappointed at bestbuy. It's USED to be my favorite place for any electronic stuff.

[jgnuyen84]

Is there anybody know how to deal with this? PLEASE HELP, THANKS A LOT

[Dorothy-BBY Community Supervisor]

Good afternoon jgnuyen84 -

Aaron, from our Community Connector team, will be reaching out to you regarding your concern.  I appreciate your patience; you should hear from him in no more than 3 -5 business days.

[HammertimeAZ]

Read BEST BUY = WORST BUY...Black Tie = Black Eye...There is NO answer! THE BLACK TIE is a BLACK EYE!!!

[Mbrguy Emerging Expert]

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HammertimeAZ wrote:
Read BEST BUY = WORST BUY...Black Tie = Black Eye...There is NO answer! THE BLACK TIE is a BLACK EYE!!!

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Before he reads that, I recommend to read the Terms and Conditions that he was given when purchasing the computer.

You can find the Terms and Conditions here.: https://www.productassist.com/tandc/TandC.html

[Mbrguy Emerging Expert]

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jgnuyen84 wrote:

I bought an HP laptop 2 years ago cost me about $1200. I also bought the 3 year warranty which is a rip-off because if you come back in the first year they blame   HP and say its HP's warranty. So basically I was sold a 3 year warranty at the price of 2 years. But's that's fine, as long as they take care of my laptop.

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The Black Tie Protection Plan (BTP) is INCLUSIVE of your manufacturer's (HP's) warranty.  For the first year, HP covers it's normal warranty stuff such as hardware defects.  The BTP covers things in addition to HPs warranty such as damage from normal wear and tear, power surges, damage caused from internal dust, heat, humidity, and one battery replacement.  After the first year, when HP's warranty expires, the BTP covers everything it covered initially and then it also covers everything that HP's warranty covered in its first year.  There is no need for the BTP to cover hardware defects in the units first year when HP already covers it.  That would be redundant and unnecessary.

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jgnuyen84 wrote:

When I bought the warranty, they said everything is cover. If there anything wrong with the laptop, just bring it in, they'll fix it. If they can't fix it, they will replace a new one. That's sound safe, that's why spend about $300 more for the 3 years warranty. The laptop is expensive that's why I bought warranty so I don't have to worry about it.

Now they say they don't fix it because for some stupid accidental reason and blame that my plan didn't cover it. I came in and talk to them about it, they said that guy who sold me the warranty doesn't work here anymore so they can't do anything about it. Is this how geek squad being irresponsible?

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There is the Standard BTP which it looks like what you purchased and then there is the more expensive ADH BTP which covers Accidental Damage from Handling such as cracked LCDs and damage from minor spills.  Did you look at your receipt when you purchased it to see which plan you purchased?  If you saw on your receipt which plan you purchased and read the Terms and Conditions (which everyone should do since it is a binding legal contract) then you could have returned within 14 days from purchase after seeing that the plan you purchased didn't cover Accidental Damage, and you could have exchanged your Standard Plan for an ADH plan with only paying the difference between the two.  

This is why it is IMPORTANT to always READ the Terms and Conditions pamphlet when you purchase the BTP.  If you find any discrepancies between what you were told or what you believed to be a part of the plan, you can return the BTP within 30 days for a FULL refund.  After that 30 days you can return it for a pro-rated refund.  If you keep the BTP, and need service, the service will be provided per the Terms and Conditions since there is no way to verify what you say that you were told by an employee of what it covers.  That's why Best Buy gives you a 30 day window for returns, so that you can read the Terms and Conditions and if you don't like them or have an issue with them, you can return it.

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jgnuyen84 wrote:

Is this how geek squad being irresponsible?

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I hate to sound a bit blunt, but is Geek Squad irresponsible for abiding by the Terms and Conditions of the Black Tie Plan terms that you agreed to?

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jgnuyen84 wrote:

I'm very upset right now, basically bestbuy warranty is fraud. Sold 2 years plan for 3 years price, and when they can't fix it, they just make up a reason and blame your warranty plan doesn't covered. I'm never going to bestbuy again, and so my friends and family. I'm going to twit this on fb and myspace, and the better business bureau.

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I understand that you are upset after realizing that the plan you purchased did not cover what you expected it to cover.  Anyone would be upset after finding that out.  A Community Connector will be on here within a few business days (Business Days = Monday - Friday) and maybe they can help you out some.  

[Aaron-BBY Community Connector]

Hey jgnuyen84,

It’d be difficult to determine what your options are without additional information regarding both your service plan and your laptop’s repairs.  I’d be glad to look into this situation on your behalf though, so please make sure to check your private messages.  You can do so by signing into the forums and then clicking on the letter icon in the upper right-hand corner of the page.

[JoshSB]

Do you have the receipt?