Best Buy & Geek Squad Policies

[denblagoi]

I'd like to file a formal complaint against one of the employees at BestBuy and shameful tactics to sell Geek Squad protection plan. I purchased a Canon DLSR T2i from BestBuy on 23rd St. and 6th Ave NY (Store 482) 10010 on 04/20/2010 at around 6:30 PM. When I arrived, I asked for the camera which showed available online and was told they didn’t have any. After asking Harry to check the inventory, he confirmed there were 4 in stock, but all of those cameras had to be purchased with 4 year BestBuy warranty aka Geek Squad. Now keep in mind this is a “hot” item, so clearly Harry knew he can “bargain”. I was taking back and inquired why and was told that the cameras came with BestBuy warranty as a bundle. Harry tried to appear as he was helping me and said he can do me a favor and take $100 of $900 camera. I advised that I don’t need any additional warranty, but was told to take it or LEAVE it. I am very surprised BestBuy is more interested in selling warranty than the actual product. I next went over to the register assuming I would have to buy the warranty and after speaking to the Cashier advised her I wasn’t interested in it. She said no problem and just charged me for the camera. I came to BestBuy to purchase the item and walked away feeling cheated, though I didn’t purchase the warranty, I felt as I was taking advantage off with a simple sales gimmick. How can Harry tell me the camera HAD to be purchased with the warranty and cashier simply saying you don’t have to? This is outright shameful and sleazy. I will consider my future purchases from BestBuy, but with a distrustful eye for personas such as Harry. I feel insulted.

[Adamtech Emerging Expert]

Hi there and welcome to the Community! I apologize for the way one of our associates tried to sell you our Geek Squad Black Tie Protection plan. We would never force anyone to buy anything they do not wish to purchase. Your experience will be passed along to the local store's management team and, if you would like, there is a survey on the bottom of your receipt that you can fill out online as well.

[SlimJim77]

Harry was so desperate to sell a warranty that he let a cashier ring you up?

[Justin-BBY Community Connector]

Hello denblagoi,

That Canon DSLR T2i camera is certainly a popular camera and is a fantastic choice!  I am very disgruntled to hear about your NY store encounter with Harry when wanting to purchase it.  I would love to take the opportunity to provide you with some assistance. 

I cannot provide explanation why you were advised from Harry that Canon camera could not be sold without Geek Squad® Black Tie Protection plan coverage.  I looked it up online and you can opt to add-on the additional coverage if desired, but it is not required.  Unless the store had a different promotional bundle for your Canon camera, that is not seen online; I don't see why you ran into such problems.  Additionally, we do our best to make sure our customers have a pleasant shopping experience every time they enter our stores and from what you described, that clearly shows it did not happen.  We do not condone such behavior and I want to extend my deepest apologies for your interaction and inconvenience. 

I have already passed your concern along internally with the proper levels of store management, so they're aware of your situation.  If you have any additional concerns or questions, feel free to reply to this topic or you may send me a private message by clicking on "Private Message" within my signature bar.

Thanks for posting,