Best Buy & Geek Squad Policies

[Slaton]

I just sent a message to Justin of Geek Squad and will be calling the number posted above. My story is as follows:

I purchased a laptop and during checkout the sales representative scanned the Kaspersky disc. I already had antivirus, but because he said there wasn't any fee and no renewal it wasn't a problem.

Funny thing is, my antivirus was Kaspersky.

I am calling Best Buy and I will let the forum know how I fare.

[JustusRyan]

This would be better served in a new thread, but several months ago, Besy Buy dropped the credit card requirement for subscription software. So your sales associate was 100% correct.

[Justin-BBY Community Connector]

Hello Slaton,

I just sent you a private message with details.  You can check your private messages by logging into the forums and clicking on the letter icon in the upper right corner of the page.

Cheers,

[Ellaw]

I am dealing with this same issue and I have bought 6 laptops and netbooks in the last yr that were gifts.  I recognize that this is something that the staff is to make mention of and well as it is in the fine print. Well to my recollection on the 4 times I made purchases--I bought 3 at once around Christmas--no one mentioned.  Needless to say, I am not please and likely will no longer be making any purchases at Best Buy again.  I did not mind buying the laptops as gifts for family and friends but I never had any intention of supporting--as in paying for their virus protection for said laptops indefinitely.  I recognize too, that some people like the convenience of auto withdrawals. Well I am not one of those people.  And I did call and they are suppose to be putting the money back--we shall see.  And this is just purely speculation on my part but your customer service I talked to knew exactly what I was talking about with very little explanation on my part and came crossed as very frustrated by.  In a " it's not my fault manner".  So I'd say this is obviously a too common issue.  I may have neglected to read said fine print wherein I had to waste my time by calling to decline said auto renewal for laptops I bought, but I know no one who "rang" me up at the register made mention of this fact either.  And your customer service I talked  on the phone with Friday were quick to point out those in the stores are suppose to mention this as in point the finger elsewhere.  So yes, I am a unsatisfied customer too and will be looking to take my business elsewhere.       

[RealGeorgeW Valued Expert]

Do you remember signing the pad when each one was rung up? You did, or it wouldn't have activated. Anyway, that was signing that you agreed that the software would automatically recharge you if you did not cancel it.

The person ringing you up should have mentioned and explained this, but, if you did indeend buy it around X-Mas, then I know how crazy/crowded/hectic it can get.

If I remember right, as long as you called and cancelled it within 30 days of it recharging, you will get a full refund. But, let it be a lesson to read things before you sign them.

[Justin-BBY Community Connector]

Hi Ellaw,

I'm very sorry if upon purchase of your Kaspersky anti-virus software, you did not receive a clear explanation of auto-renewal terms for subscription.  I realize your position and feelings about the matter, and I would love to provide you with additional assistance.

As I'm sure you're aware by RealGeorgeW's statement, once you signed the box before leaving the store; you acknowledged that you were given all the necessary information with your purchase.  Generally, a full refund is received if you cancel the subscription within 30 days of purchase.  Otherwise, as long as you cancel it before the subscription automatically renews, then you'd receive a pro-rated refund for any unused portion.  However, I'm glad to hear that you are able to receive a refund, but sincerely apologize for any inconvenience. 

I will surely pass along your expressed concerns through Best Buy®.  I'm sending you a private message to continue our conversation.  You can check your private messages by logging into the forums, then clicking on the letter icon in the upper right side. 

Thank you for sharing your experience with us here on the forums! 

Sincerely,

[leahotrp]

I have my Kaspersky anti-virus on auto-renew program so my laptop won't be left unprotected. Here are the details of the confirmation email from bestbuy subcription software:

Product: Kaspersky AntiVirus Software
Protection Plan: Annual
Best Buy Serial Number:{removed per forum guidelines}
Transaction Date: 1/25/2010
Renewal Price: $42.39

Yesterday as I used my laptop I saw that my anti-virus was already expired, barely 9 months after my last renewal and my protection plan was for a year. This is not the first time this kind of problem happened to me, the first was also my Kaspersky Anti-virus 2009 which i also bought from bestbuy.

I'm planning to cancelled my protection plan and the auto-renew but I don't know how the procedure is and I hope I get a refund for the unused months from my protection plan which is not really protecting my computer.By the way, right now I'm only using a free Kaspersky Anti-virus trial which last only for a month.

[cr_client]

leahotrp-

You probably should have started a new thread, and it's DEFINITELY not a good idea to post the serial number for your software on a public forum, as anyone could steal it and use it for themselves now.

My theory on why your renewal "only lasted 9 months" would be if the original trial was for only 90 days (3 months). Renewing for a year could mean renewing to the anniversary of the date you originall bought the computer/trial plan, which would then be 9 months after the trial ran out.

Hang tight and a Community Connector should be along in the next couple of days to help address your issue.

[cr_client]

And, actually, looking at the dates, it's only been 7 months since the renewal, which makes little to no sense at all.

[leahotrp]

Thanks, can I edit the post so I could remove some details?