Best Buy & Geek Squad Policies

[CaraJensen]

Customer service is a joke! The customer doesn't matter at BB. I bought a fridge that is a lemon. After three months of fighting with BB and Samsung, I am finally getting a replacement. So, I went in today to do the exchange...get this...They will not deliver the new on till the have the old one IN THEIR WAREHOUSE!! So, in other words, I am going to be without a fridge for 3-4 days and there is nothing I can do about it! BB refused to even see if thy can help me. What about the food that I have in there? What about my frozen food? This is crap! I will never buy from BB again! I will advise everyone I know not to buy from them! I am so mad right now I could spit! I have never in my life been treated so bad by any company before! I am absolutely disgusted!

[fairness23]

Cara,

If you have the Geek Squad Black Tie protection plan, there is protection against food spoilage included in that plan.  Unfortunately, yes, they can't deliver the new one until they get the old one due to limitations with systems and 3rd parties.  That might be annoying but theres nothing they can do about that...

[DerekC]

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fairness23 wrote:

Cara,

If you have the Geek Squad Black Tie protection plan, there is protection against food spoilage included in that plan.  Unfortunately, yes, they can't deliver the new one until they get the old one due to limitations with systems and 3rd parties.  That might be annoying but theres nothing they can do about that...

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Why is the protection plan from "Geek Squad"? That sounds rediculously absurd as nearmost everyone that has been to a Best Buy knows that Geek Squad services computers and IT, not refridgerators... Wouldn't it sound just a little more professional to call it the "Best Buy Appliance Protection Plan"?

[fairness23]

DerekC,

Best Buy/Geek Squad has started doing repairs themselves and is less dependant on 3rd parties for repair.  So those technicians who sometimes fix TVs, appliances, etc could be Geek Squad technicians.  2nd thing - Geek Squad is not just about computers and IT, its a branding thing (being knowledgable, etc) as I'm sure you're aware.

[Elizabeth-BBY Community Supervisor]

Hi CaraJensen,

To me, a refrigerator is the most important appliance in a home and thus, the most frustrating appliance to have break down.  I've asked Allan, one of our Community Connectors, to help get this resolved for you.  You should hear from him shortly.

Thanks for your continued patience,

[Allan-BBY Community Connector]

Hi CaraJensen,

I never like hearing that one of our customers was disappointed with the service they have received from us, and I definitely agree that it would be extremely difficult to be without a refrigerator for 3-4 days.

It sounds like the store is finally exchanging your refrigerator, but unfortunately we would have to have the defective refrigerator back in our possession before we could process the exchange. One exception to this would be if your refrigerator has been approved for replacement under the no lemon clause of a Geek Squad Black Tie Protection plan, and you had paid for delivery on the original transaction. Once the exchange is processed in your local store they should then be able to arrange for your new refrigerator to be delivered.

I would like to do my best to assist you in getting your new refrigerator and getting this finally resolved for you so I am sending you a private message. 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,
Allan
Community Connector
Best Buy® Corporate

[Lois]

I hear you!

Their costumer service is horrible. They kept my computer for a month, I would call every week and they would just say that they were working on it. After a month they told me that I actually had to send it to the factory myself. But I guess it was my fault for returning to them. I should have learned my lesson the first time when they gave me a bogus store credit that ended by being empty. I will NEVER EVER buy anything from them again. Enough!