Best Buy & Geek Squad Policies

[JenOrgano]

Please excuse because this is my 2nd complaint.  Very disappointed again, This is so far my 2nd complaint with Best Buy.  My first issue has been resolved, yet again because I read my documentation clearly and I re-read over and over to be sure I am understanding the policy.  My fist issue was regarding a promotion I clearly read regarding reserving a certain number of games that were going to release and receiving a gift card after purchasing the games.  My issue regarding that promotion has been resolved and thank you.

My issue now is regarding an item that I have received as a gift, because I am a loyal Best Buy customer and purchase majority of my products with Best Buy.
Subject of my issue/complaint I would like resolved: Geek Squad Black Tie Protection Lemon Policy.
I have copied all my receipts if needed, will mail in to customer care regarding my receipts and lemon policy I was aware of that was provided by the internet and the handbook received.
Original Purchase Date: 4/10/2010 (2 days after my birthday)
Customer Service Pin from Receipt {removed per forum guidelines}
Item Purchased: 32GB IPod Touch 3rd Generation
Purchase Location Best Buy # 483
Total Amount: $402.82

Service 1 date 2/24/2012
Service 2 date 3/6/2012
Service 3 date 3/20/2012
Service 4 date 4/11/2012  the day Best Buy failed to complete the Lemon Policy agreement located in the Geek Squad Black Tie Protection

 I have recently just made time to do more house things and my personal items.  My IPod Touch I have is acting up, I followed the instructions with servicing within Best Buy through Geek Squad.  I have talked to several different Geek Squad associates regarding my issues and I would have a Rapid Exchange done and still an upcoming issue.  My last service I assumed because of the policy in the handbook that I would qualify for the Lemon Replacement because I have serviced a sufficient amount of times.  The representative that last assisted me stated I would not qualify because they were already providing a rapid exchange for my item.

Yet, as the customer is that my responsibility that the rapid exchange item either was jamming/freezing/not completely updated with the current software?  I informed the geek squad rep, I followed the instructions to update when the rapid exchange of received and then the item malfunctioned and the rep. stated “ OH, THAT HAPPENS BECAUSE THE UPDATES ALWAYS HAVE ERRORS”  Is that my fault as the customer?  I would assume that Best Buy would follow through with the agreements/policies printed on the hand book.  The Geek Squad rep. stated the hand book has changed, how was I suppose to be aware.  I should be honored with the handbook and guidelines with the previous handbook because I have a previous purchase.  How is the Geek Squad reps. Trained to throughouly? Check the items because to be honest quick clicks on my IPod Touch and that was it.  Very unprofessional.  No technical support provided either at the Best Buy Stores.

Forms that I will forward my complaint:
1- Bestbuy.com Contact Us
2- Mailing a letter with my documents to Customer Care
3- Geek Squad Contact Us
4- Facebook
5- Best Buy Unboxed
Reason for so many contact because I do not know how your customer service response time is.

My suggested resolution please: I would like a “voucher or gift card of equal value of my purchase” which I am quoting from the Geek Squad Black Tie Protection Booklet. Please contact me as soon as possible.  My working hours are Monday through Friday 8-5pm E.S.T. please leave a message if I am unable to answer the calls. Also contact by email or mail.

Thank you,

[Ryan-BBY Senior Social Media Specialist · Accepted solution]

Hello JenOrgano-

Aaron from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[Mbrguy Emerging Expert]

The "No Lemon" policy was not approved because Rapid Exchange items do not qualify under No Lemon since they are not repairing the same item multiple different times.  No Lemon is meant to provide a replacement if you have had the same product in for repairs 3 times for a qualified repair and it requires a 4th qualified repair because these repairs typically take 2-3 weeks each.  Rapid Exhange items are replaced typically within 3 business days and is not what the "No Lemon" policy was created for.

[Aaron-BBY Community Connector]

Hi JenOrgano,

We received your e-mail from yesterday, so I've replied to that message.  If you haven't already done so, please make sure to check your inbox.

[JenOrgano]

I have been contacted by phone and my situation has been resovled.

Thank you,