Best Buy & Geek Squad Policies

[JustinR]

Well, it's good to know that in Best Buy's eyes, a simple change to their website was good enough. To them, I guess calling the customer back to explain what their course of action would be or to discuss the poor customer service wasn't necessary.

[SlimJim77]

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JustinR wrote:
Plasma screen cracked. When I took the tv to the store and also showed them the site saying that it's covered "no matter what" they took quite a while trying to figure out how to handle it. They went to the back and made phone calls multiple times. I don't think anyone had ever questioned their website before. They seemed a little confused on how to handle it. The gentleman in the store was nice. I had no problem with him.

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You're not going to elaborate on the nature of the crack? Like how you think it got there.

[Ryan-BBY Senior Social Media Specialist]

Hello JustinR -

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

[Jimmienomam]

I have seen reports of TVs cracking because of faulty glass, glass treatment, heat and/or bezels. That being said it was never a 1 time issue and would cover a whole product run due to faulty mechanics or pieces.

The website always had a catchall to look at the policy. I can understand your frustration, but there is no legal ramification on BBY here.

The terms were spelled out in the T&C you signed, the verbiage on the site clearly stated to see the T&C page for more info. I assume that the crack was due to an unfortunate accident that happened on your side.

If you do choose then go ahead and take it to court, but knowing the facts I do doubt it would do anything besides rack up legal fees for yourself.

[ncoclub]

Well that makes 3 of us (or more) who "knew" this was all about a cracked screen long before the OP posted it.

[JustinR]

It's obvious that most of you have some sort of affiliation with Best Buy. You're all doing a great job of representing your company in a positive, friendly, non-sarcastic light. Best Buy should be proud to have you as spokespeople and employees.
To be clear, I never said anything about a lawsuit. When it comes down to it, if the "loose" policy that Best Buy chooses to display on their site states "no matter what happens" then the nature of damage shouldn't matter. I could throw it off the roof of my house and technically that would fall under the umbrella of "no matter what." Obviously that's a little extreme, but it's the principle. Due to my situation they must've had second thoughts on the wording of their site because it no longer says that. My case raised a red flag somewhere and someone must've realized that the phrase "no matter what" doesn't represent their black tie policy in an honest manner. Good for them. I applaud them for correcting a falsely advertised service that they sell. To be honest, a simple asterisk next to the original statement with a little clarification or disclaimer at the bottom of the page would've been sufficient, but they chose not to do that. In the end, the type of damage isn't what's important here. I didn't jump on this forum so I could get belittled and ridiculed by others on the nature of my broken tv. I simply wanted to try a different avenue of contact, since returning a phone call is too difficult. I also never said what I'd like the resolution to be, however you are all assuming that I'm trying to milk a new tv out of this.
I've gotten the response I need from "Ryan-BBY" (thank you, Ryan) and I hope to hear from Allan shortly. So far, I'm on the right track.
Thank you all for your sincere concern on my issue.

[ncoclub]

Now THAT'S funny.....Dont work for BBY, have never worked for BBY. If you had read my previous posts you will in fact find I am not a fan of BBY. Just ask "Slim Jim"...he recently called another poster like me a "Terror!st"!!! That's even FUNNIER!!

[Jimmienomam]

The mods fighted long before NCO. If anything these mods are one of the few brightly shining beacons of BBY CS. NCO had little to do with that.

What NCO does bring is a yin to the yang of the normal posters. While I have been classified many times as a best buy homer, I really try to look at situations objectively, seeing both sides.

The court aspect was because it was fresh in my mind from other posters threatening lawsuit on other threads.

In the page that said "no matter what" I do remember seeing an explanation at the bottom of the screen saying to see T&C for further details. I can see where it would have been better to explain it on that page itself, but that would make a lot of added text.

I do however agree that "no matter what" was a stupid phrase for marketing to use.

[ncoclub]

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usndoc wrote:
Yup, thats me the Active Duty navy te^&orist. This guy (slim)is clearly a brainwashed mentally challenged piece of trash- Hes wasting our air. Just b/c he cant handle our giving out encouragement to those wronged by worst buy- he reverts to name calling. Great representative of BB. NCO, keep up the good work making sure these posters get the relief they are due. Keep forcing these mods(who have minimal power) to keep fighting to give the consumer the proper resolution to these persistent and pervasive powers. Ill leave the "ter^&orism" to you...

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Thank you for your post (and your service). I am retired (Army). I hope you read my response to Slim Jim when he used the word terror!st to describe you. The man has obviously never spent a day in uniform. I, however spent 9 years in customer service so unlike him I have an idea of both sides of the sales counter. I hope you aren't one of those caught up in the cuts the military is making but hey, you could always get a job at Best buys!!!!

[ncoclub]

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Jimmienomam wrote:
The mods fighted long before NCO. If anything these mods are one of the few brightly shining beacons of BBY CS. NCO had little to do with that.

What NCO does bring is a yin to the yang of the normal posters. While I have been classified many times as a best buy homer, I really try to look at situations objectively, seeing both sides.

The court aspect was because it was fresh in my mind from other posters threatening lawsuit on other threads.

In the page that said "no matter what" I do remember seeing an explanation at the bottom of the screen saying to see T&C for further details. I can see where it would have been better to explain it on that page itself, but that would make a lot of added text.

I do however agree that "no matter what" was a stupid phrase for marketing to use.

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Thanks J....I think. I have never thought of you as a BBY fanboy even though I disagree with you most of the time. At least you try and help when you can instead of throwing gas on already burning fires like some (Mbrguy) likes to do.