Best Buy & Geek Squad Policies

[dyurescko]

Hi,

I bought my son an 8gig Ipod Nano for Christmas last year (either in November or early December). I was sold a Geek Squad Gadgets and Gizmos plan and the associate said it would cover normal wear and tear, but what really sold me was they said if Apple came out with a new "Gen" my son could trade it in for an upgrade to the new "Gen". I really can't remember any more details than that, and I can't find the receipt now but it is on my Rewards account and they said that the system would keep track of the purchase in case the receipt was lost. Since I can't find the receipt or plan documention I was hoping someone could provide any details on this plan. I tried searching this site as well as Googling it and I cannot find anything on it. I am starting to suspect it was something that was just told to me to get me to buy the plan.

Thanks in advance for any insight you can provide...

Dawn

[dyurescko]

Well, I managed to get in contact with someone from customer service in online chat. I regret to say that I too have been the victim of unscrupulous sales methods employed by Best Buy associates. I was told in no uncertain terms when I purchased this Nano that not only did this plan protect from damage due to normal wear and tear, it protected against the technology becoming obselete within the coverage time. I specifically asked if this only applied if it had to be returned for service and he said no. Today "Karen" advised me that I should have read the brochure that I was given when I purchased the item and returned it immediately if it did not meet my needs. Well her delivery could use some work but she is correct, I should have known better than to trust someone that is just trying to separate me from my money. I wonder how much money Best Buy makes every year on this scam. I have read other "official" responses stating "well we have no way of knowing what they told you" ... indeed, how convienient. Well it was a relatively inexpensive lesson learned, I now know not to waste my money when I make my bigger ticket purchases later this year... IF I even go back to Best Buy.

[Allan-BBY Community Connector]

Hi dyurescko,

I have to start by saying I truly do apologize for any miscommunication that happened between you and the sales associate that you spoke to at the time of your purchase of this iPod.

Since I rarely read the terms and conditions of service plans or warranties I purchase I can relate to you not having read them either, but it is true that there is nothing in the terms and conditions of your Geek Squad Black Tie Protection (GSBTP) plan that says you could upgrade this iPod to the next generation iPod any time during the life of the plan.

Unfortunately your GSBTP plan is intended to repair your iPod not replace it, and this would only happen if the iPod was not functioning properly. Keeping this in mind I would still like to see if there is something I can do to resolve this to your satisfaction. I am sending you a private message to start that conversation, and to check your messages you should log into the forum and click on the letter icon in the upper right-hand corner of the page.

Thanks for posting,

[dyurescko]

Allan,

I appreciate your willingness to facilitate a resolution, but as I said in my PM response, my dissatisfaction lies squarely with Best Buy's sales practices when it comes to these plans.  I doubt you will be able to offer a resultion to my dissatisfaction with the fraudulant sales pitches that are prevelant at Best Buy. If this was an isolated incident I would be willing to chalk it up to a miscommunication. This was a flat out lie to get me to buy this plan. In my experience the associates expend more energy trying to hard sell these plans than they do on selling the actual products. On past purchases I have been told it covers pretty much anything including dropping it in the toilet, running it over.. "pretty much anything except theft or loss since you have to have something to turn in". After locating and reviewing the documentation on geeksquad.com I see that none of the claims are true. I do not want an exception made for me. I wanted what I bought. Apparently what I bought was this plan does not cover much of anything.

[dyurescko]

Allan, I want to thank you once again for attemping to facilitate a solution to this issue but this experience has only strengthed my disatisfaction with Best Buy. On the 14th I did recieve a call from AJ at the Fairview store which I missed by a few minutes. I immediately returned the call and there was no answers at the number he provided. I looked up the fairview number online and called that and again no answers. I called again on the 15th: left one message and two no answers. I called again on the 16th no answer left one message. I called twice on the 17th to no answer and when I did get through I was told AJ had left for the day and left another message. Today, on the 18th I called and got someone on the phone both times. The first time I was told he was not in yet and was asked if I wanted to leave yet another message which I declined since he has returned none of my calls. This evening I called and asked to speak to AJ and the girl said one moment, came back and asked who was calling. I declined to provide my name since he appears to be actively avoiding me. She said one moment and transferred me to someone else, NOT AJ. When I explained I was supposed to be getting transferred to AJ he said well if AJ doesnt have time to answer the phone it gets transferred to me and then asked me for my name so he could transfer me (??? who is he going to transfer me to if AJ is too busy to take my call???). I again declined and he said if I did not give him my name he couldn't transfer me. 

To summarize, I immedately tried to return a missed call. Subsequently called 13 times 8 of which were just not answered and left 3 messages and apparently AJ just refused to come to the phone on the last call and the last person refused to transfer me. First of all, I don't know why he needs to know my name unless he is avoiding my calls. When a customer calls to speak to a manager is their name going to even mean anything to him? Does he keep track of every person that is unhappy with Best Buy? Maybe it is just the associates chosing to antagonize an already irate customer. Whatever the reason, the phone ettiquette leaves a lot to be desired at that store. Second of all, he doesn't know how to return a call? I immediately returned the call when he left me a message. I can only assume that him calling at all was an empty gesture just so he can say "hey, I called". It leads me to wonder what he would have done if I HAD answered the phone that first time. Probably hung up on me. Third, EIGHT times no one answered that phone. I have been in that store. I find it hard to believe that every single time I called people were just TOO busy to answer the phone. Are you telling me that that guy that stands at the front by the door all day can't pick up the phone... eight times? I guess they were too busy making up things that those worthless warranties cover.

The funny thing was I don't think I even put the Ipod at that store. Good to see I can except the same standard of awful customer service no matter what store I go to. Far from making the situation better, this has really just progressed to the point that I just don't see my self shopping at Best Buy ever again. Customer complaints are not taking seriously, customers are flat out lied to, customer are ignored (in store and on the phone) and treated rudely. I have reviewed this forum and it is pretty clear I am not the only one that feels that way. Your company should stop acting like it is the only game in town.

[Nokia]

I wanted to point out that "the guy that stands at the front by the door all day" is an Asset Protection associate, and he is there to deter theft. There is no way for a customer to be transferred to him. That extension is internal only. When you call, the call goes to a Sales Operator, who either answers your question or transfers the call accordingly.

[dyurescko]

     Well, Nokia, I want to thank you for ignoring the point of my post and taking the time to educate me on yet another thing that someone in the store cannot do to help. Your initiative in taking the time to speak out on behalf of Best Buy and correct what you thought I meant instead of offering a helpful suggestion, or even saying nothing at all, has in no way made the situation worse. No, really... this attitude meets my expectations 100%.

     Just to clarify, my point is since the associates are quite obviously too busy (including this "sales operator) to answer the phone, then I don't see why the guy that stands there all day can't answer the phone.

     Although I missed A.J.s call, I returned it within minutes at the number he indicated and there was no answer. I also tried the main number of the store which also was not answered. When the phone was answered I either left a message that was never returned, or today I was rudely refused a transfer although A.J. was apparently in the store.

     I was not trying to get anything out of Best Buy. I did not ask A.J. to call me.  Allan took it upon himself to ask A.J. to call me after I specifically said I was not trying to get something that was not covered by the plan. A.J. is the one that failed to return a call for 4 days although he was apparently in the store at least 3 of those days and he or someone that works for him made the decision not to transfer that call today. I would think since I took the time to return his unasked for call, and since I was not expecting anything more than an explanation of why this practice is so rampant he could take 2 minutes to return or answer my call back.

I would suggest before you (and a handful of other "trusted contributors") that troll these boards post again, you think about the effect you are having on a customer that is clearly already unhappy with Best Buy. When you speak to their policies and practices you are in fact percieved as representing the company. Just saying you don't officially represent Best Buy does not change that perception. You may not get in trouble with the company but you have the still have the ability to damage its credibililty and reputation with its customers.

[Nokia]

I was just letting you know that he doesn't just stand there all day. He does have a job, and having to constantly answer the phone is not it. That is the job of the Sales Operator.

One thing I never like is when someone's job is marginalized. I feel that happens to the AP associates all too often. Many customers think they are basically the BB equivalent of the WM greeter, which is a great disservice. They have a very tough job, one of the toughest in the store actually.

If the phone is not being answered, the Sales Operator is not doing their job. That issue should be taken up with them. Giving their responsibility to someone else certainly would not solve the problem.

I would also like to know what AJ wanted to tell you. I share your feelings in that I'd be extremely interested in what he wanted to say to me. I know if I was in your position, I'd be going down to the store and waiting until AJ arrives. I can't imagine why he would not return your call, as that is something I always strive to do. I know currently there is a customer I need to call, but I cannot locate his phone number. Everytime I go to work I am distressed that I cannot give him the information I have. I'd be thrilled if he called me back, but that is not his responsibility. I believe you went above and beyond in trying to get this situation resolved.

[dyurescko]

Nokia,

Do you have anything of value to add to the conversation or do you intend to just keep arguing with me about irrelevant side topics? Quite frankly I do not care WHO answers the phone or what your feelings are about someone's job being marginalized. You should be more concerned about the customer being marginalized. It is not my job to care about who answers the phone. It is not my job to take issues up with this sales operator. It is not my job to drive out of my way and WAIT at the store for AJ to show up. For you to even suggest that is absurd. I just expect when I do someone the courtesy of returning their call at the number they left... SOMEONE answer and eventually return my call. By the way, you are not helping AJ's case or doing the reputation of Best Buy any good in my book by admitting you are also failing to call your customers back. He was emailed my number by Allan, something I never even asked him to do. I was doing AJ a courtesy by returning his call and giving Best Buy the benefit of the doubt when I know for a FACT that I was lied to in order to get me to buy that plan. I have no intention of going over to Best Buy and waiting for AJ to see what he has to say. I have better things to do with my time. I was scammed by Best Buy but you know what they say about fool me once. As I said before, this time it relatively inexpensive but I have learned a lot about how Best Buy treats it's customers. This was no misunderstanding, the sales person told me straight out after I declined it the first time that this was a benefit of that plan.  My complaint is with poor customer service and deceitful sales practices and you defend them by arguing with me (the customer) and trying to change the subject to something else entirely.  You and AJ have, if anything strengthened my perception that Best Buy only cares about how much money they can squeeze out of a customer.

[Nokia]

If you do not believe my posts are valuable, there is no need to reply to them.

Also, you have stated you do not want any exceptions made for you. What outcome would you like to see?