Best Buy & Geek Squad Policies

[x5m]

Hello hows it going, I have the most ridiculous issue i ever faced before. I bought a home theater from Best Buy 2 years ago, which cost around 18 thousand dollars. Today i call up Geek Squad because i had an issue with my remote, around a year ago they came to repair it and removed the battery which for some reason i was not able to remove it myself. Which is the reason why i called them in the first place, so i spoke to one of the techs in the repair department and she told me that my installation warranty is up but i still have a year on my repair warranty. She told me this is not a repair related service and she cant send a tech to my home, she went on to tell me i should try and see if the blaster for my remote is unplugged or not.

I told her i have no idea what a blaster is or how to look behind my receiver which had many wires. She told me i have to do it myself and that it's okay it will be fine, so i moved the receiver myself and found nothing there which i seen was unplugged. About a minute later i noticed that my back speakers were not working after moving the receiver around, i told the agent and she told me that the best she can do is charge me 99 dollars to send a tech to troubleshoot the issue. After she made me move my receiver and mess up my speaker setup she had told me that i have to pay to get an issue she caused fixed. I could not believe what she told me i even had to ask her a few times to repeat herself, i asked to speak to a supervisor and she told me fine and 2 minutes later the call was lost.

I call Geek Squad back and ask to speak to a supervisor and they put me on hold for 15 minutes only to transfer me to a department that is closed. I have no idea what to do, i will without a doubt never buy a product from Best Buy ever again. I was on the phone for 2 hours and my issue was not resolved, i guess the best thing to do is BBB or Attorney General. It's not really even about the money for me, I just cant believe how they treat a loyal customer.

[Mariel-BBY Community Connector]

Hello x5m -

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

[APR28]

If you don't mind me asking, what did buy for 18K from Best Buy?

Full Martin Logan speaker set-up?

BDI entertainment stand?

65" Sony Bravia?

[AndyH]

Did you get the protection plan on the stuff you bought? Because once the MFG warrantee is up unless you have the protection plan the Geek Squad has to charge for tech support and repairs.

[Allan-BBY Community Connector]

Hi x5m,

The fact that your speakers stopped working right after you moved this receiver does seem to imply that this is due to you moving the unit, and I can certainly see why you would be upset that you were then told that sending a tech out would cost $99.

It is true that we guarantee our Home Theater installations for the period of one year, and after that any in-home troubleshooting of the install would be at cost to the customer. I show this installation was completed on 10/20/2009, which does mean this agent was correct to advise you an in-home service call would be at cost to you.

With that said I have sent an email to the manager of the installer that set up your system asking if there is anything they can offer as a resolution in this matter. Once I hear back from him I will post back to this thread.

Thanks for posting,

[Allan-BBY Community Connector]

Hi x5m,

I heard back from the manager of the technician that set up your home theater system, and he should have a resolution to your concern. I am sending you a private message with the details. To check your messages you should log into the forum, and then click on the letter icon in the upper right-hand corner of the page.

Thanks,