Best Buy & Geek Squad Policies

[BHKelly1138]

When I purchased my laptop from Best Buy a few years ago, I was pleased with the accessibility of Geek Squad's Black Tie Protection Plan.  I had previously tried to address warranty issues with HP's and Dell's third party customer services; which was a nightmare.  However, I have recently discovered that Best Buy does not fulfill it's service obligations.

The aforementioned laptop was clearly a factory defect.  The LCD screen has been replaced twice, a sector of the keyboard once, and the touchpad twice - a total of three repairs...  Each repair has taken 2-6 weeks.  When the computer was returned the last time, it immediately started to make sounds like a vacuum cleaner and the touch pad yet again functions intermittently.

I brought the device to Best Buy yet again and the Geek Squad refused to accept it for repair.  I later learned that because of the Lemon Law, Best Buy must replace a product that breaks more than three times.  Therefore, instead of fulfilling it's legal obligation, the Geek Squad member lied to my face saying that he did not think that the computer needed to be fixed.  I had repeatedly tried to contact Best Buy's customer service to no avail.  I have either been directed back to the store or not responded.  I have consequently drawn the following conclusions:

• BEST BUY'S CUSTOMER SERVICE PRACTICES ARE UNETHICAL 
• THE GEEK SQUAD BLACK TIE PROTECTION IS NOT WORK THE EXORBITANT COST
• AMAZON.COM IS A SAFER BUY WITH A MORE RELIABLE PROTECTION PLAN
  

[hydrogenwv]

I assume you are talking about the No Lemon Policy... which states you must have 3 qualified repairs and be in need of a fourth, and further explains what counts as a qualified repair.

They should have taken the laptop in for repair again if there were issues. That's when it would have been sent to the service center where they would have made the determination if it should be replaced under the No Lemon policy.A Community Connector will be by to check your service record and see what they can do for you.

That said, the person you should be upset here is the customer service representative that wouldn't send the laptop off for repair. If he had, and you have had 3 qualified repairs before, you'd have your replacement laptop by now. Therefore, I disagree with the first of your two conclusions. My conclusion is that there is an employee that need to be retrained, based on what you've said.

[BHKelly1138]

I thank you for the first substantial response I have had regarding this issue in 3 months; which is precisely what has compounded my dissatisfaction. I have reached out to Best Buy and Geek Squad by phone and email numerous times. I have received no responses to email and every phone representative has deferred me back to the store to resolve the problem on my own. What purpose does a centralized service department serve if it is not empowered to resolve these issues?

[Dorothy-BBY Community Supervisor]

Good afternoon BHKelly1138 -

Blake, from our Social Media team, will be reaching out to you regarding your concern.  Thank you!

[Blake-BBY Community Connector]

Hello BHKelly1138,

I can understand the disappointment of having your computer sent out for repair on several occasions.  Then to be informed that the Geek Squad is unable to assist in the computers repair is regrettable to say the least.  First, I would like to personally apologize for any inconvenience you’ve experienced.

The Geek Squad Black Tie Protection plan provides the benefit of having the product exchanged in the event the unit has had three previous qualified repairs and now requires an additional fourth repair, also known as the No Lemon Policy.   However, the Geek Squad or Service Center must be able to replicate the malfunction on the unit. Unfortunately, an intermittent failure would not qualify if it was unable to be reproduced.

Still, I would like to look into your situation further.  To begin this conversation I’m sending you a private message to gather more information.  To check your private messages, make sure you’re logged in and click on the envelope icon on the upper right hand corner of the page.

[BHKelly1138]

Obviously I've got an axe to grind with Best Buy's Geek Squad (so-called) Service, but I think you will find these points to be valid regardless of the purchase:

1. Vegas Odds: The odds that you will get your value in service is low.  This can be said of any extended warranty.  You are basically paying for piece of mind.

2. Service Center: If your computer breaks, Best Buy will ship it off to a service center where it can take over a month to repair.  This makes in no more convenient than a manufacturer's warranty.  In fact, probably less convenient since it cost two trips to Best Buy.

3. No Lemon Policy?: Good luck with that.Read the fine print on this policy if you can even find it.

4. $299!: Geek Squad's extended warranty service is costs almost twice as much as the equivalent plan on Amazon.com.

5. 1-800-NO-HELP: Best Buy's phone and web support appear not to be empowered to resolve any customer service issues.  You will just be directed to the store.  What is the point?

[k13k07]

I agree wholeheartedly. I'm going through issues with a Best Buy "warranty" (I use the term VERY loosely) and all I get is a run-around, no answers, and a different story from each person I speak with. Good luck!

[visivopro]

Clearly the research was not done on this before posting.

1. Probably the only one I somewhat agree with, but think of it this way you don't buy health insurance because you plan on breaking your leg or getting sick do you?

2. The reason they have a service center is not to make it inconvenient for the customer, its because it is the only place they have room to stock all the parts for the some thousands of parts needed to fix all the computers. Also your so very wrong about it being the same as a manufactures warranty. One, it covers you if you damage it, the manufacture does not, and two most manufactures can take 2 to 4 months to process a repair, and 3rd you have to wait for them to send you a box to ship it in. With geek squad you go in, check it in, and wait 3 weeks how is that inconvenient?

3:The no lemon policy is stated several times on a 5 page pamphlet that you receive when you purchase the warranty, the one you signed for. It's in the same font as the rest of the info. It is also on their website, and in some cases on the receipt. It states that on the 4th qualified repair they will replace your computer with like technology or the same model. This means that you could own a computer for a year and receive a brand new computer if you had unfortunately had that much trouble.

4: I am not sure why you listed this price as it is common knowledge that the price for ADH or accidental coverage varies based on the price of the product. This means the price you listed is the most expensive of the options meaning the product would be anywhere from $1000 and higher, which I would gladly pay to protect my product.

5. Never had to call the 1800BestBuy number because I have never had unrealistic expectations. Also GSBTP is a store warranty not an over the phone warranty.

Here is another tid bit of info you may not know, unlike any other store, if you purchase a TV over 32" with a Black Tie Warranty and your TV stops working they will send a technician to your house free of cost and replace any and all parts needed instead of making you send it out. Tell me another store like WalMart that does this. Also Best Buy is one of the very few stores that even provide an accidental warranty plan.

[BHKelly1138]

1. That is an invalid argument based on the fact the the consumer's liability is bounded by the cost of the purchase.  Insurance covers unforeseen expenses that would be a financial hardship on the insured.  Still, I purchase a warranty for the piece of mind just the same.  That is until I lose faith in the warranty provider's credibility.

2. Why can't the parts be ordered from the service center to be repaired at the store?  In any case, none of the options are convenient. The reason I purchased the warranty is because I didn't want to deal with the manufacturer.  My point is that in my experience with Best Buy, the additional warranty isn't worth the cost.  Best Buy took over a month to fix my computer and it was returned to me with more defects than when I brought it in initially.

3. I agree that the No Lemon Policy is stated several times.  However, I find it strange that the specific details of the policy (the fine print) are much more discreet.  Since you are clearly affiliated with Best Buy in some way, could you please provide a link to that information?  My laptop has been repaired four times already and Best Buy has not fulfilled its obligation regarding this policy.  Neither has anyone been able to provide an adequate reason why my laptop cannot be replaced.

4. I specifically stated an equivalent plan - meaning for a product in an equivalent price range.  Amazon.com's extended protection plans are much more economical.  Amazon.com has achieved a much higher level of corporate confidence in its brand; in my experience, at least. 

5. This argument does not even merit a response...

I am beyond reconciliation with Best Buy at this point.  I have been through the details of the issue with several representatives from Best Buy and Geek Squad and not once have I been presented with a solution (much less: an acceptable solution).  My only consolation is to now discourage as many Best Buy customers as possible until I feel vindicated for my loss.  To that end, I thank you for your reply and for helping me demonstrate my point more effectively.

[CrystalWoW Community Veteran]

As far as why your computer hasn't been replaced yet, how far apart were the repairs? Has the computer ever worked since the first time it went out or have all the other repairs been a part of the solution to the first problem?