Best Buy & Geek Squad Policies

[benhopp]

I am reposting this from the Car Audio section as I think it is more a customer service issue than a technical issue.  I have went ahead and purchased the $99 service plan from Viper, but I really feel like Best Buy should accept some responsibility for the issue.

Just had a Viper SmartStart VSS4000 installed.  When I went to activate it, it said I had to setup a service plan, even though it says on BestBuy.com and I was told by the Best Buy salesperson that the first year is included.

Best Buy told me to call Viper.... Viper told me that they no longer include the first year of service and that I should talk to Best Buy.

I really don't like having to pay an additional $50 for a service I was told was included

Here is the page that says service is included: 

http://www.bestbuy.com/site/Viper+-+Remote+Start+System+with+SmartStart+(Basic+Install+Included)+-+B...

  "    Requires service plan

  1-year service plan is included.   "

[benhopp]

Looks like the link got broken in my post.  Here is the correct link.

http://www.bestbuy.com/site/Viper+-+Remote+Start+System+with+SmartStart+(Basic+Install+Included)+-+B...

[Dorothy-BBY Community Supervisor]

Hello benhopp -

Josh, from our Community Connector team, will be reaching out to you regarding your concern.  I appreciate your patience until he is able to touch base with you.  Thank you!

[benhopp]

Has there been any progress on this? I have yet to hear from Josh.

[radzer0]

Yep, they changed the webpage so you have no grounds to stand on. 

[benhopp]

It is still here: http://www.bestbuy.com/site/olspage.jsp?_dyncharset=ISO-8859-1&id=pcat17071&type=page&st=SmartStart_...

and if that page gets corrected:

[benhopp]

http://www.bestbuy.com/site/olspage.jsp?_dyncharset=ISO-8859-1&id=pcat17071&type=page&st=SmartStart_...

[Josh-BBY Retired: Community Connector]

benhopp,

I'm sorry about any information on the site that was not correct when you went to activate your free year of service from SmartStart. We rely on the Manufacturer's themselves for the information we post about their products and services on our site and we are working to find the correct information and fix the statement on the site if that has been changed since we first offered the product for sale.

In the Conditions of Use for BestBuy.com under the Errors on Our Site heading it does state that we will of course correct any errors where discovered and provides a statement where we do reserve the right to revoke any incorrect offers. That's not to say we do not have a way to help with this. To see what information you've been told previously and to connect on some details I have found I've sent you a private message. In order to read your message please ensure you are logged into the forum and click the envelope shaped link in the upper right hand corner of the page.

Thank you for your patience and I hope we can help getting your SmartStart up and running!