Best Buy & Geek Squad Policies

[Colby1992]

I purchased a 16GB iPod Touch about 1.5 years ago from Best Buy, with the Geek Squad "Black Tie Protection Plan." I was informed at the time of purchase that this was better than Applecare because it covered the battery, power surge, lemons, etc. I had Applecare on my previous iPod and was very impressed with Apple's service when my old iPod Classic needed a headphone jack replaced. I figured the Geek Squad plan would be better, considering you can just go to any Best Buy location and get it serviced.

About 3 weeks ago, I took my iPod Touch into a Best Buy (Dodge Street location in Omaha, NE) for servicing because the battery was no longer holding a charge. The Geek Squad agent was very nice and offered to "rapid exchange" my iPod, at no cost to me. After waiting a week, UPS delievered the refurbished iPod Touch to my residence and I was disappointed to find that the unit would not turn on. I went back to the same Best Buy location the next day and waited for over half an hour (only one Geek Squad agent was on staff and helping 8-9 people at once) to get helped. He confirmed that "they" had shipped me a "dummy unit" and that all Geek Squad could do is ship out another refurbished unit. I gave Geek Squad another chance and waited another week for a refurbished iPod. Excited, I opened the box today to find an iPod Touch whose lock button does not work (it sticks very badly) and the backlight does not work (I have to hold it in the light to see the LCD). Frustrated, I went back to Best Buy, where the Geek Squad agent told me I can only get it "rapid exchanged" again. He refused to give me any kind of refund or new replacement, despite there being a "no lemon" policy.

The two refurbished units that I received from Geek Squad were of much lower quality than refurbished iPods from Apple. I could not tell any difference between a new Apple iPod and a Apple refurbished iPod. However, the units refurbished from Geek Squad were of considerably poorer quality (buttons sticked, very cheap/awful headphones, loose dock connectors, etc), sans the problems I had mentioned above.

I previously had a high opinion of Best Buy and Geek Squad, although I don't use them much myself (I'm quite tech savvy) but, this experience has really put a "sour taste in my mouth." I would like to see some kind of refund (Best Buy gift card?) or new product replacement, as promised by the "no lemon" policy, when I purchased the plan. Thanks in advance for your response.

[Neihn Valued Contributor]

Unless something has changed he refurbished models you got were refurbished by Apple. Apple generally doesnt allow 3rd party companies to repair products such as the iPod, iPad, and iPhone. But that aside hopefully a community connector here can resolve your issue. One should be by within a few days to assist you.

[Abel]

Patently untrue.

Apple allows third party vendors to supply warranties and submit repairs on IPODS.

I'm guessing (guessing mind you) that Best Buy has a stock of refurbished IPODS. They just don't have as high QA standards as Apple does (And I dislike Apple by the way).

[Colby1992]

Thanks for backing me up. I took the iPod to an Apple Store and asked a Genius if it was indeed refurbished by Apple. He said Apple has no part in refurbishing Geek Squad's iPods and noted several unique differences:

1. Apple doesn't polish off the back of the iPods to plain stainless steel (and ship them that way), unlike Geek Squad.

2. Apple does not ship the earphones I got. He said they were Chinese knockoffs.

3. Apple would not ship a unit of that low quality (buttons that stick).

Furthermore, he said that stated that they've seen Geek Squad's work on the insides of some iPods and were appalled. Apparently they need to learn what a "cold solder joint" and a "solder bridge" are.

[Abel]

I'm not surprised and I'm laughing. Seriously, laughing out loud.

Good luck!

[Dorothy-BBY Community Supervisor]

Good afternoon Colby1992 -

Aaron, from our Community Connector team, will be reaching out to you regarding your concern.  I appreciate your patience until he is able to contact you.

[Aaron-BBY Community Connector]

Hey Colby1992,

I can imagine why you’d be upset!  Like you, I’d expect a refurbished replacement to be in tip-top shape and would be disappointed to receive anything less.  Although I don’t know why you would’ve encountered difficulties with not one, but two different replacement iPods rest assured that I’d be glad to help you out.

I’d like to take this opportunity to gather some information, so please make sure to check your private messages.  You can do so by signing into the forums and then clicking on the letter icon in the upper right-hand corner of the page.