Best Buy & Geek Squad Policies

[CrappyService]

OK, I'll try to summarize briefly.

1. Called GS Renewals on Saturday, 3/24 to renews BTPP on my Sony Vaio. Was quoted a price, as I recall, of $99 for 2 years.

2. Next day, noticed in my online banking a charge for $122 ($119 + tax). Called GS. Was told it was for 1 year. They said they would send me a gift card for $25. I said, "fine, for 2 years right?" They said, "No, only 1 year." I said, "No, that's not what I was told yesterday. I was told $99 for 2 years." Was told to call back later

3. Called a 2nd time on 3/25. Was told they would look into it.

4. Still no action on 3/29, so called again.

5. Still no action on 4/4, so called again. Was told by supervisor (Nick or Nicholas, I believe) that he would put in a request for the original call center to listen to the call recording to see what renewal agent told me. Supervisor said it would take 7-10 days.

6. Called back after 13 days on 4/17, still no action. Spoke to Norma and said they would submit request again.

7. Called back again on 4/23, still no action.Nick/Nicholas was not in so...

9. Called back again on 4/24. Sp to Tonya, Nick not in. Also spoke to Jeremy (supervisor).

10. Called 5/3, still no action. Spoke to Jeremy. Said Nick would be in later in the day. I asked Jeremy to have Nick give me a call.

11. Called 5/3 again when I had not heard from Nick.

12. Called 5/3 again when I had still not heard from Nick.  Dusty told me that Nick had 'escalated it to corporate.' Nick, through Dusty, said the request was sent on 4/4, but had not heard anything back.

13. Called corporate BB number and transferred to GS call center in KY; spoke to Adam. He put me on hold to talk to someone and basically came back and said there was nothing he could do.

Summary:

- 6 weeks

- At least 12 phone calls

- No progress in resolving

- My request has only been that they listen to the recording of the original call to see what Dymon (renewal agent) told me regarding price and term. I contend I was told $99 for 2 years, which I agreed to. BB says, "well, we sent you a $25 gift card to make up the difference." True, but BB is only providing 1 year on the BTPP. I want 2 years if that is what I was told.

Any suggestions on how to deal with such incompetence?

Thanks,

HalfSwede

[Ryan-BBY Senior Social Media Specialist]

Hello CrappyService -

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

[Douglas-BBY Community Connector]

Hello HalfSwede,

I apologize for any miscommunication on our part while you were buying a renewal plan with us. It sounds like you’ve been chasing down a resolution for a while now and I would like to jump in to see what I can do to help.  Could you please send me a private message with your home phone number and any case numbers you might have from your previous calls?  You can send me a private message by logging into the forums and hitting the button to the right of my signature below.

Cheers,