Best Buy & Geek Squad Policies

[SaxtonSells]

You know, I never wanted to believe the horrible reviews that both Best Buy and the Geek Squad get.. but now, it rings VERY true for me.  I bought my lap top back in 2006.  I also purchased the equivalent of a black tie service plan.  at the end of that plan I renewed it.  The paperwork PLAINLY states that the accidental damage coverage is STILL included, yet **magically** the Geek Squad keeps skipping over that sentence.  They think I'm stupid. I'm not forking out $400 to repair a laptop screen when IT"S FREAKING COVERED YOU FREAKING IDIOTS!!!!!!!!!  I'm cancelling my warranty, telling everyone I know to NEVER shop at Best Buy for ANYTHING at ALL (did I mention we're about to buy 2 wonderful flat screen TV's and 2 computers?!)  IM NEVER SHOPPING AT BEST BUY EVER AGAIN!!!!!!  If their techs are too stupid to be able to read that I DO have this coverage, why would I want to have them repair my laptop????   I have the paperwork to prove my coverage, yet NO ONE at the Dover Delaware store answers or returns calls.  The main store picks up, and they take your name and number and then...   no one ever calls you back.  YOUR SERVICE SUCKS!!!!!!   I'm so glad I gave my money to C*rcuit C*ty even if they did go out of business.  At least it didnt go in Best Buys pocket!!!!  

[starhelper2587]

The Community Connectors (BB corp employees/forum moderators) will probably need more info to properly assign your thread to a CC to work with you and the store towards a resolution.  Keep in mind, threads are assigned in the order they are posted and CCs don't work overnights, weekends, or holidays.  Once your thread is assigned, the responding CC has 3-5 days to answer/work on a resolution.

Anyway, maybe the claim was denied under the ADH plan b/c the service center determined the screen was damaged negligently.  The ADH coverage will not cover a "negligent accident" if the item wa being used in a manner that the MFG deems as inappropriate.  For example, if one puts his/her laptop on the top of a vehicle and drives off and the laptop falls and smashes, the claim will most likely be denied b/c the MFG states a laptop is not intended to be used on the top of a vehicle.  I know the logic sounds silly, and not in the client's favor, but please keep in mind, many repairs must be done per the MFG's guidelines, not BBs.  The MFG sets these guidelines.

I know when a warranty is renewed, the no lemon policy no longer applies if the item was needing to be replaced ... I'm not so sure if the ADH continues, as you were told by the store or whoever you spoke w/ to renew the plan.

[SaxtonSells]

Thanks for your reply.

The Geek Squad agent who put the claim in for me told me it would be covered, verified the coverage was there and then sent it off to be repaired.  The woman on the other end of the phone keeps telling me that I dont have a service plan, then she found the service plan but that it never covered this, etc.  WHAT?  I HAVE IT IN WRITING. 

Clearly, they think I'm stupid and that Im just going to fork over $400 to have it repaired.

The damage was caused by my dog biting the top portion of the screen.  My accidental damage coverage states that I could spill a drink on my computer and it would be covered.  I could drop it and it would be covered...  I dont see how this was any different.  I didnt purposely try to break it, nor was I using it as a sled in the snow storm etc. 

Im still cancelling my warranty and making my purchases else where.  Oh, and I forgot. Since no one will answer the FING phone in Dover Delaware, I cant get in touch with the idiots at the geek squad to tell them they need to repair the cracked hinge yet again (this makes FOUR times in the last year)...   this is just from normal, everyday use.  So, they're going to replace some of the parts anyway... 

I cant wait though to get my replacements and not have to deal with this kind of crap from something I already paid for.  Gotta love it. 

[Nokia]

The damage to the screen would not be covered. It would be classified as negligent damage, which the plan does not cover.

Also, please discontinue the use of disguised profanity.

[starhelper2587]

I thought the ADH pamphlet didn't provide specific examples?  And if it did, I know the issue has been brought up before on here, that the small print in the ADH pamphlet states it's up to the service center to determine if the unit was being used per MFG's guidelines and they had to also determine if the accident was negilgent or not.  

Actually, I'm about 90% sure the ADH info provides no specific examples for this very reason ...  was this a handwritten statement by the sales associate?  Or something you had noted yourself when you received the info from a store or call center associate? 

[SaxtonSells]

Nokia, do you work for Best Buy or the Geek Squad?

[SaxtonSells]

Is there a way to attach images or a pdf here?  I can show you what it says.  it was in PRINT. 

[starhelper2587]

No, he doesn't.  At least not officially LOL

Yes, there is a way to attach photos on this site.  I think you have to use photobucket site-type links or something, but I'm not sure.

[Nokia]

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SaxtonSells wrote:
Nokia, do you work for Best Buy or the Geek Squad?

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No.

[Dorothy-BBY Community Supervisor]

Hello SaxtonSells -

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, and you should hear from him in no more than 3 - 5 business days. 

Thank you!