Best Buy & Geek Squad Policies

[AnnoyedCustomer]

I have a Sony Camera. I bought my first one from Best Buy, and the lens broke. I didn't know about the PSP at that time, so when I found out it would cost more to repair than to buy a new one, I bought a new, upgraded one with the PSP.

Well, the lens broke. I took it into Best Buy, and had it back within 1 week. This has been the case 3 times now. 

The lens broke again. According to the store, it is the 4th time "Qualified Repair", but they still have to send it out. Fine. Well, here it is one week later, and no information. This time all they have to do is verify that yes the lens is stuck out, but it's taking longer than when they fixed the actual lens. 

I was told to call today if I hadn't heard back from the store. I called. I called and I called. All I got was hung up on.  After 1 hour of this, I called 1-800 BEST BUY. The rep I spoke to didn't listen to me, just said "Sorry, I can't help you." and tranferred me. I asked to document a complaint on the second line, and was not offered this option, but I was told it would be at least another 10 days before they will look at my camera. WHAT?!?!? It takes 3 times as long to verify a broken camera as it does to fix it? 

Or is Best Buy trying to bide it's time until my service contract is up (beginning of March) so they don't have to replace my camera?

[RealGeorgeW Valued Expert]

I can't speak to the time it's taking, that is unfortunate and I hope it doesn't take that long.

As to waiting out your service plan, that's incorrect, as long as the service order is created before the end of your plan, it's covered.

[Elizabeth-BBY Community Supervisor]

Thanks for posting your concern on our Best Buy® Forum.  Your issue has been assigned to one of our Community Connectors for further review and response, and you should be hearing something within the next few business days.  Thanks for your continued patience as we work to assist all of the customers who have reached out to us on this forum.

[AnnoyedCustomer]

I appreciate that 4 days after I posted my complaint, I received a note that I will be contacted in a couple of days. The speediness of this company just amazes me. (Yes, that's sarcasm)

[Allan-BBY Community Connector]

Hi AnnoyedCustomer,

I have to say that three weeks without a diagnosis on what is wrong with your camera does seem like way too long to make you wait. Although your Performance Service Plan (PSP) is intended to repair your camera, you are correct that in some circumstances your camera would be replaced by your PSP. If your camera has had three previous qualifying repairs, and if it is diagnosed to need its fourth qualifying repair this time, your PSP should replace your camera. To be clear a qualifying repair is when parts are installed on your camera, and due to those parts being installed your camera is determined to be functioning properly by your authorized service technician.

In no circumstance is it alright for a representative of Best Buy® to hang up on one of our customers, and AgentGeorgeW is correct that as long as the service order was created before your PSP expired your camera would be covered by the PSP. I would like to see if I can get you resolution in this matter so I am sending you a private message. To check your messages you should make sure you are logged 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

[AnnoyedCustomer · Accepted solution]

Well, no one ever called me, but today on a whim I stopped by the store to find out what was going on. (Not an easy task as it is 20 minutes away). Turns out it had been approved for replacement. I worked with an employee named Chris who was the most knowledgeable and best employee I've dealt with in Saugus. I was able to get a replacement camera, and I'm all set.

Too bad no one was able to call and let me know.