Best Buy & Geek Squad Policies

[Lisaoliver]

   About a year and a half ago I purchased a tv for my husband.  When the employee asked if I wanted to purchase the extended warranty I turnt him down at first because i have been lied to about warranties from other places and didn't trust them.  He continued to tell me the deal was the best around. It didn't matter what was wrong with the tv even if it fell I bring it in and they give me a new one of equal or lesser value. Stupid me for believing it but it sounded to good to be true so i had the emloyee write his name down and kept it with the reciept.

   The tv started acting wierd so we took it in to use the great warranty I had purchased.  Guess what? the employee lied. The tv would have to be sent out and it would take two weeks before we knew if it was fixable or not. Only then would I get a new tv or get it back fixed. I informed the manager how it was represented to me and was ready to just accept that nothing could change it when I told the manager he should have  a talk with the employee and make sure he knows how the warranty works before he explains it wrong to more people. At that point he turned to me and cockily replied about how good of an employee the employee was and I didn't know what I was talking about. Well I have never been talked to in such a way so I proceeded to call customer service when I got home to complain.

    Big mistake they talked to me the same way.  I have come to the conclusion that best buy trains thier employees not to be respectfull but to be as rude as they can. I have made sure that everyone I know will not shop in a best buy store again. Shame to because my friend was in the process of purchasing a laptop with her best buy credit card when she went else where after reading the complaints on this page and cut up her card. They also lost my business because when the tv started acting up me and my husband decided to upgrade to a 60 inch flat screen with the home entertainment system and pass the other tv to the kids.  Now that purchase will be made elsewhere.

[JustusRyan]

Hello Lisa!

I was sorry to read about your recent experience in your Best Buy store. Best Buy takes customer and client satisfaction very seriously and I'm glad you took the time to reach out to the on-line community. While that is never a way a guest should be treated, I was happy to hear you did take advantage of our Geek Squad Black Tie Protection; without which, the repairs could potentially be very expensive for your television. With Geek Squad Black Tie Protection, your parts and labor are covered 100% and a dedicated Agent will make sure you get your television back as soon as possible.

[Lisaoliver]

I'm actually sorry I wasted my money to buy the protection plan because I know from experience that once a tv breaks no matter how well it is fixed it will eventually break in time.  Oh and the two week wait that was promised to me was a lie to. Surprise. The manager was wrong I probably have to wait three weeks for it back. I found that out when I called after recieving a message about a delay in repairs due to computer upgrades. Surprisingly no one knew why I recieved that call. But that is how best buy runs it's business. I have already purchased a new 60 inch tv with home entertainment from another business and my kids will enjoy the tv till it breaks again.

[JustusRyan]

Well everything breaks over time, regardless if the unit has failed before. I've never seen any evidence to that statement, do you have something we may see?

[janebrad]

Amen to all these posts. Judging by these threads, I am glad I walked away when geek squad techs advised it would be a three week turnaround time would be about three weeks just to fix a crack in the case on my Macbook.  Sounds like I would have been without the computer much longer than that.

For a 350.00 service plan, three week turnaround time is completely unacceptable. I want my money back for my Black Tie Protection if it is this useless!  I emailed Best Buy Customer Service over a week ago and never heard anything. I will never shop there again, and may write Apple asking them to reconsider having Best BUy sell their product.

[Nokia]

You can receive a pro rata refund for the GSBTP plan. Just bring your receipt in to your local BB.

As for writing to apple, it'd be a waste of time. Allowing BB to carry their product has drastically increased their sales. I couldn't see them pulling out.

[Allan-BBY Community Connector]

Hi Lisaoliver,

I truly do apologize for any rude behavior by any representative of Best Buy®, and for any miscommunication that happened at the time of the transaction. I can assure you that we take customer service very seriously, and the manager you spoke to should have taken the information you gave them seriously.

It is true that our service plans are intended to service the product they cover, and you TV should be repaired unless certain replacement qualifications are met. As in any repair services there is no guaranteed turnaround time on the repair, but you should have been given an ETA as to when your TV should be repaired by when it was sent out for service from our store.

I would like to personally look into this, and do my best to get you the quickest possible resolution. I am sending you a private message to gather some personal information. To check your messages you should log into the forum, and then click on the letter icon in the upper right-hand corner of the page.

Thanks for posting,

[wisetoyou]

We will NEVER buy from this crap hole again!!! Worst service I have ever encountered and most mis-informed employees I have ever run across. Even with an extended warranty it costs you $$ so really not much point in it. If we ever get our computer back I can say I will never again step foot in this store.