Best Buy & Geek Squad Policies

[MSR]

I purchased two laptops along with what the sales person claimed was the best warranty that covered all issues including broken screens.  When I went to the Geek Squad section of Best Buy to have the broken screen repaired, the technician informed me that it was not covered under the warranty.  When I purchased the warranty the sales person said that everything and anything was covered, which is false information when in reality there are two warranties: one that covers wear and tear while the second covers accidents.  I was not informed that there were two different warranties even though I did my due diligence in asking what types of scenarios were covered including dropping and water damage.  Now I have to pay an extra $300 dollars for something I was told was covered under the warranty.  I shouldn't have to pay for something that I was explicitly told was covered under the warranty I purchased.  I refuse to pay the $300 and now I'm stuck with a laptop with a broken screen.  Management refused to accommodate my situation at the Salem New Hampshire store.  

[CrystalWoW Community Veteran]

If the plan on your receipt says that you have a non accidental plan, then you would have to pay for repairs out of pocket. When you purchased the plan, you were required to click on the signature pad that states that you received and understood the full terms and conditions of the plan which is a brochure that states the different plan options and that adh must be purchased for you to be covered from accidents. The accidental plan costs quite a bit more than the standard plan and says ADH rather than Standard on the receipt.

[MSR]

This is fine, if I would have been informed that there are  different plans.  I made sure I asked what was cover and was only shown one plan, so when I went back and bought my second laptop i did not make further enquireies. It's the salesperson's job to be accurate with information when asked, and on neither occasion was I informed of any other plan than the standard.

[CrystalWoW Community Veteran]

The problem is, they have no idea what was said to you so alls they can go by is the contract that you agreed to when purchasing the specific plan that you did.

[MSR]

I used to work retail, so I know the pressure of making sales goals, but that does not excuse selling something inaccurately.  I went to the store specifically to speak to someone about making a computer choice for a Masters program I enrolled in online.  Not only did I buy the floor model, because it was the only one left, I added upgrades in memory and did the backup disks.  In short, I paid a significant amount more to upgrade my system with Geeksquad.  I asked the salesguy for the best warranty I could get to protect the machine, specifically because I have Multiple Sclerosis, and paraesthesia, or numbness, which makes it difficult to hold things at times.  I made sure I was clear and concise with my requirements, but was only shown that one option. 

I went to the store on two occasions for this incident.  The first, I was advised by one geeksquad employee to talk to management because I had the wrong warranty plan.  He sent out the computer, for the estimate but strongly urged me to talk to management about the sales error.  Upon the return of the PC to the store, I went to the store and the manager who had signed off on the purchase originally, was the same one who attended me.  I asked if I could exchange plans since I was sold the incorrect one, and was told that can't happen until my original one expires, but because it was an error in information I could go online and buy the screen and they would replace it. 

Unfortunately that doesn't solve my problem because I remain under an incorrect warranty should any other mishap happen.

[Bagman]

I went in to Best Buy in Reno, NV to talk about getting another phone on my contract I was handed a flyer that compared what the carriers cover and what Black Tie covered, it said that Srint DOES NOT COVER Lost or Stolen phone (Lie) Then I asked about Black tie Coverage if my phone had gotten ran over by vehicle (Has happened to me before) and the Associate said "Black Tie COVERS that even if the phone was dropped in a wood chipper" I had asked the associate how can he say that to customers when the Terms and condition which is in writing that you agree to when you purchase says IT DOES NOT COVER phones that are ran over. The Associate told me "When he had gotten trained from the Corporate Employee that trained him They had told him that Black Tie covers phones that are ran over by vehicles and even crushed by a horse, as well as dropped in wood chipper" Alot of Deceptive sales practices go on at Best Buy-Even in writting!!

[APR28]

They will say whatever you want to hear to sell the warranty. Trust me. I know. I worked at CC for 2 years and our Sunday morning meetings consisted of nothing but selling warranties/accessories/installs. You don't know how many times I told customers that "everything is covered".  We used to joke about the shady ways we got people to buy warranties.

I would rather pay an independent repairman double the cost of the warranty than give BB money up front for an 8% chance of failure or even 15% for a laptop/pc

[Aaron-BBY Community Connector]

Hello MSR,

I’m not sure why you would’ve received any misinformation regarding your plan coverage, but I can imagine why you’d be upset!  I’d be frustrated too if I received an estimate for repairs, especially if the management team at my local store wasn’t able to offer any alternative solutions.

Like CrystalWow mentioned, customers are required to sign an electronic waiver at the time of sale acknowledging that they received a copy of their service plan, as well as understand its terms and conditions.   Your receipt should also indicate what type of service plan you purchased – plans that include Accidental Damage from Handling (ADH) coverage are listed as “ADH BTP” or “BTP w/ ADH.”  If your receipt does not include either of these descriptors, then your service plan does not include ADH coverage.

It’s unfortunate if this does not meet your expectations, but rest assured that the appropriate parties will be notified of the situation.  We rely on our in-store associates to provide detailed and accurate information, so it’s disheartening to learn of situations where that expectation may not have been met.

Thank you for taking the time to post.

[Nytwyng]

C'mon now, Aaron...we all know exactly why he would've gotten misinformation.  Extended warranty contracts are nearly pure profit, so, despite the sales staff not receiving commission, they are VERY strongly "encouraged" to push the contracts on any and all applicable items.  The "get out of jail free card" is that the T's & C's of the contract likely have verbage to the effect of "in the event of contradictory information supplied either orally or in writing, the terms of this contract shall control."  The customer is prompted to agree to the terms to complete the transaction, and by that point, is unlikely to have the transaction suspended to read the full T's & C's, clicks "I agree," and that clause - from a legal standpoint, anyway - absolves the sales person of any responsibility for misinformation provided (knowingly or unknowingly).  So, sales people can say (or not say) whatever is necessary to sell the contract.

I say this as someone who spent some 7-8 years fielding escalations about similar extended warranties and having to choke back my own bile every time I had to say, "I'm sorry if a sales person gave you incorrect information. You agreed to the terms when you purchased the contract."