I wanted to let people in these forums know about the issues I am having with my Geek Squad replacement plan return. I also intend to post these comments in other forums as my assumption here is that people in these forums are already having some of the same issues.
For record: all of the CSRs have been polite, but completely incapable of providing any information or direction other then “wait 5 to 10 business days and call back.” My complaint isn’t about any individual CSR. Instead I my complaint is aimed at Best Buy and/or Geek Squad’s ineffective process. To walk people through the situation:
1. In early February I started noticing my Xbox would intermittently not load games. Pulling the game out and wiping it off appeared to work sometimes, but the problem became more persistent as time went on.
2. I dug out the plan and the receipt on February 12th and called the 800 number. I was told I would have to wait for an email, print out the form and mail the item back.
3. I receive the form on Saturday 2/14 and mail the item back on the Saturday 2/16. My first issue is there is no way to insure the item or get a delivery conformation. You can get a small stamped form that says you mailed something and to what address, but it’s not terribly specific.
4. No matter, I call about a week later (2/24) to see if anything had been received, and was told it had been and that I should take roughly 5 to 10 business days to release the card and 5 to 10 days for the card to get to me in the mail.
5. I wait the allotted time and call back sometime during the week of 3/16 only to be told this time it appears my Xbox wasn’t processed until roughly 3/1, the card had been sent and I should see it sometime in the next week.
6. I wait through the end of the following week until the next week (roughly 3/30) and am told the card was returned because the mailing address was incorrect. The CSR read the address back to me and there were no issues. At this point he said another card would be sent. For safety sake I verified that I had gotten credit card bills, utilities, etc and have been unable to identify any other person having issues getting me mail – including Best Buy’s own junk mail.
7. As of today, 4/13, roughly two months later there is still no resolution to this issue. When I called to inquire I was told to wait another 5 business days and call back. When I asked about a point of escalation at Geek Squad I was told my only point of contact was via regular mail.
At this point, roughly two months later, there has been no resolution to this issue and no clear indication to whom I should escalate my complaints. Furthermore, while the CSRs at Geek Squad have been polite, they are clearly not empowered to do anything other than tell you to wait 5 to 10 days and call back. I realize in the grand scheme of things asking either my daughter or myself to go two months without and Xbox is hardly a capital crime. However, the frustrating part is the clear lack of interest proving anything other than a perfunctory semblance of service or willingness to create a positive customer experience. I can’t think of any other area where after talking to colleagues the consensus is Microsoft provides a better level of post-sale customer service. My two cents are just go-ahead and but Microsoft extended warrenty.
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