Best Buy & Geek Squad Policies

[SlkJanesville]

I was reassured over and over, after I asked 4 or 5 times whether or not what I was buying (Extended Geek Squad Warranty) if it would cover REMOVING VIRUSES, fixing the computer if anything went wrong, everything, and I was told time and again, yes, yes it would, I wouldn't have to pay for anything..NOW less than a year later, I have what they suspect are viruses (I'd purchased Webroot from them on their recommendation too, so how did that happen?) and in fact the same exact month I bought the computer, I was getting a pop-up which states something about MOM_component or something.

So I call them up to clean out my computer, like they said they would, of viruses THINKING IT WAS FREE, like they'd said, because I was reassured there'd be no charge (we aren't rich) and the geek squad tells me"It'll be $200.  for the virus cleaning, blah blah blah, and if you want it'll cover 3 computers, blah blah blah (I only have 1 computer, why would I need 3!! besides I already paid for this service, I thought!!)  and this changed as of March (I bought my computer in February!!! the end of the month in fact! 

And then they keep saying well this will cost this, and that only includes them looking, and if they find something they'll let you know and then proceed if you want them too!!  I'm like, WAIT when I bought this extended waranty I was assured it would cost NOTHING EXTRA but the money I spent on the waranty and I  could just drop the computer off anything and you'd clean up the viruses that were on it, NO CHARGE!! Now I'm being charged????  

Plus what about that fancy anti-virus you sold me, you're now telling me it's not protecting my computer?? I already had a life-long subscription to one that kept my old computer totally clean and now this ones infected, I have to pay an extra $200. for that, PLUS more money for you to clean it out, PLUS additional services?? ARE YOU INSANE!!

Why was I told I was covered, I could bring my computer in as often as I wanted to get it cleaned out, no charge, and not I'm being told I'm going to be charged over $200. to have it done!!!

I wasted money buying it at best buy, next time I'll go elsewhere, spend more and GET REAL SERVICE.  I will turn everyone I can from buying there, I'm sorry, but I HATE LYING and being deceived, and that's what happened.

Best Buy???  No WORSE BUY!!

[hydrogenwv]

No virus scanner is 100%, especially with newer viruses. Not to mention that virii have gotten much mroe sophisticated and hard to find/clean lately.

It is true that the BTP doesn't cover software issues, and the employee should never have told you it did. A community connector will be by within 3-5 business days to address this issue.

[Jesse-BBY Community Connector]

Hello SlkJanesville-

I can only imagine the frustration you’re dealing with here, and I apologize if there was any miscommunication in regards to what the Geek Squad Black Tie Protection (GSBTP) plan covers.  We expect our employees to be clear when speaking about the GSBTP and benefits it offers.  It is true that the GSBTP does not cover any software related issues, as it is a service plan that will provide for hardware related repairs for the duration of the plan.  Viruses are very complex and sophisticated programs that are designed to wreak havoc on computers.  Even with a virus protection program the user still has the ability to open files- and programs that may contain one of these malicious programs and we can’t be responsible for that.  

I would really like to provide your feedback to the store in reference to your situation, and I will send you a private message to request that information.  To check your private messages, make sure you logged into the forums and click the little envelope in the upper right hand corner.

I hope you are having a great day!

Respectfully,

[SlkJanesville]

I kept asking throughout being told of the waranty, whether or not it would cover everything, and was reassured that it would, that I would have to pay nothing, because that was my top concern.  Knowing that I'd be able to bring my computer in and have any issued taken care of was extremely a draw to the waranty, which is why I purchased it.   I'm very frustrated now to find out it doesn't, especially after having asked several times during the conversation, I should have been told that I'd have to pay the extra up front.  If I had been, I would have said no to the waranty and it would have been done with.

Thank you for your responses, I have answered the message sent to me, I appreciate your responding, but I doubt it'll do any good.