Best Buy & Geek Squad Policies

[sra5544]

I''m so disappointed with Best Buy Geek Squad. I wasted one hundred dollars. I scheduled a in home consultation with the Geek Squad because I have a flat screen TV that I wanted mounted to my bedroom wall. It was only after the transaction was completed that the young lady informed me that the in home consultation was nonrefundable. I had no choice but to be okay with that situation. So I proceeded to schedule the consultation and the Geek squad came out to my home. Literally the young man from the geek squad was in my home at ten a.m. And at 1005a.m. He stated that mounting my TV to the wall would be impossible, because my wall were made of plaster. I fell if the service is nonrefundable there should be a list of qualifying or nonqualifying questions Best Buy should ask the customer before taking there money or scheduling an appointment. I am so disappointed with Best Buy and will never use there services again or shop at any of there stores. I wasted one hundred nonrefundable dollars on a five minute useless consultation. My friend and family will be made aware of how much of an rip off Best Buy is.

[stldude29]

I would talk to the Store Services Manager about this interaction and ask what he can do about it. That person is in charge of all Services(Car Installation, the Geek Squad, Home Theater Services, Appliance Installations) in the store as well as all services that get sold, so he is held accountable if his "Services Numbers" arent good, so he might not like losing an install. There are typically a couple HEA's(Home Theater Advisors) in a specific market, I would request that a different person go out there and check it out. All services CAN be refunded if they have not been fulfilled/completed.

stldude29 <-- Not an employee, but does have a TON of knowledge about the BBY

[Elizabeth-BBY Community Supervisor]

Hi sra5544, 

Thanks for posting your concern on our Best Buy® Forum.  Your issue has been assigned to one of our Community Connectors for further review and response, and you should be hearing something within a maximum of 3-5 business days.  Please note that it may be sooner depending on the complexity of your issue and the current volume of posts.  Thanks for your continued patience as we work to assist all of the customers who have reached out to us on this forum.

[JustusRyan]

So you wanted them to come to your house and perform a service (which they did) by advising you about home theater products in your house and because you don't like the answer they gave you, you want a refund? It's not Best Buy's fault you can't mount a television in your house.

[sra5544]

FYI. I did not place blame on anyone. I simply stated in my blog that BEST BUY should mention that the service is nonrefundable before any transactions occur and that there should be some qualifying or nonqualifying questions asked before suggesting any further action. And as far as I can remember I did not mention anywhere in my blog wanting a refund.

[GeraldRose]

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sra5544 wrote:
FYI. I did not place blame on anyone. I simply stated in my blog that BEST BUY should mention that the service is nonrefundable before any transactions occur and that there should be some qualifying or nonqualifying questions asked before suggesting any further action. And as far as I can remember I did not mention anywhere in my blog wanting a refund.

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The return policy states that services like that are in fact NON refundable. Should BBY have to also mention that a tv has a 30 day return policy, or that a cd needs to be unopened? ZThats why they have those GIANT signs in EVERY store.

Additionally, about qualifying questions, that is sort of what a consultation is for, you obviously didn't know you couldn't hang a tv on a plaster wall, why should BBY give you free advice or tell you what you can or cannot do and not recieve compensation.

Should BBY also tell you how to set up your home network, or tell you how to install a home theatre system?

Consulatation by defenition is as follows;

con⋅sul⋅ta⋅tion   /ˌkɒnsəlˈteɪʃən/ Show Spelled Pronunciation [kon-suhl-tey-shuhn] Show IPA Pronunciation

–noun 1. the act of consulting; conference. 2. a meeting for deliberation, discussion, or decision. 3. a meeting of physicians to evaluate a patient's case and treatment. 4. English Law. a writ returning a case to an ecclesiastical court from a temporal one. 5. Australian. lottery.

This service is not free. The fact that it only lasted 5 minutes is not BBY's fault.

[Aaron-GS Community Connector]

Hey sra5544,

I’m sorry to hear about your recent experience! I can certainly imagine how frustrated you must feel, especially if no explanation of our services fees appears to have been provided prior to your purchase. Although it is true that services are non-refundable once they have been rendered (including consultations), it surprises me that alternatives to wall mounting would not have been suggested during your appointment. Even in cases where wall mounting is not possible, other options – which may include ceiling or in-wall mounting – should generally exist.

I’d like to look into this situation on your behalf, so please keep an eye on your private messages (the letter icon at the top right of the page) for further communication.

Thanks,

Agent Aaron
Geek Squad® Community Connector
Go Ahead. Use Us.