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New Member
Posts: 7
Registered: ‎03-04-2018

Geek Squad Renewal Deceitful practice

I received an email to renew my annual Geek Squad protection in December of 2017.  The renwal price was the same as I had paid the year before ($106.00) so I went ahead and confirmed my renewal in the email.  A message appeared that I would not be charged until my actual expiration date in January of 2018 and the purchase was confirmed.

I received my Best Buy credit card statement but did not see the charge and thought that it had missed the cut off date.

We purchase all of our electronics on our Best Buy card and have for years.

 

On January 22 I received an email that the card they had on file was closed and I needed to update my card information.

They did not use my Best Buy Credit Card but somehow had an old credit card that had been closed.  I followed the link and was told I had to contact customer support.  Upon doing so and explaining the situation I was told that I would be sent a new link that would give me access to update my informtation.  I was told there would be no problem as I was within a 30 day window that would allow me to do so and I would keep the same price.  That was call #1.

 

No email arrived...I called again, and again and each time was given the same information.  My case was being reviewed, but not to worry I would receive the "new email with a link".  I went to our local Best Buy store.  They called and we were all told the same thing.... "no problem, sorry for the delay"  we will take care of it.

Well, the thirty days are up and I have heard nothing.  

The price on an annual renewal has doubled.  I feel I have been used, make a fool of , and taken advatage of.

I am going to file a complaint with NYS Attorney General's Office as well as the Better Business Bureau.

We have given Best Buy thousands of dollars of business over the years, and it shameful how we have been treated.

 

Posts: 5,247
Topics: 299
Kudos: 177
Blog Posts: 12
Solutions: 263
Registered: ‎01-21-2014

Re: Geek Squad Renewal Deceitful practice

Good morning, Isomma, and thanks for joining the Best Buy Support forum,

 

I’m all for making sure my big ticket items are covered should the worst happen, and one great way to do that is by purchasing a Geek Squad Protection (GSP) plan whenever possible. Renewing it is also always a good idea in my mind, so I’m glad you made to decision to do so for your device. I’m sorry to hear things went south so quickly though despite your best intentions! I’d be happy to clarify the situation, as well as offer my assistance from here.

 

As you may know, we should be contacting our customers about a month prior to a GSP plan’s expiration date to ensure they have ample time to make a decision. These plans, however, are underwritten by our insurance company, and once expired, we would not have a way to reinstate them. Based on the information provided, it sounds like we simply weren’t able to renew your plan as anticipated using the credit card we had on file, so we sent you an email asking that the payment method be updated. Please know though the link included in that communication should have worked unless the plan itself was already expired. This could explain why you then had difficulties trying to get this sorted out, as there isn’t a 30-day grace period after the plan is canceled. I truly apologize if we informed you otherwise at the time of your call.  

 

With that said, I can’t say any of this with complete certainty without first viewing your GSP plan, particularly as the cost shouldn’t have later doubled in price. I’d be more than happy to review your case further, so please be on the lookout for a private message heading your way shortly. You may view it by logging into the forum and clicking on the envelope icon in the upper right-hand corner of the page.

 

Sincerely,

Alexandra|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 7
Registered: ‎03-04-2018

Re: Geek Squad Renewal Deceitful practice

After multiiple emails and phone calls regarding this matter I was told to contact Best Buy at the number listed in the response from your moderator.  This, after going back and forth explianing my situation I was told the information on my forum registration did not match my account information and no information could be provided.  ARE YOU KIDDING ME??

My husband and I have been on the same account for years and have spend thousands of dollars with this company.

I did call the best buy customer support number again with my husband present and they didn't even want to talk to him.  The same response......there is nothing we can do.  

When I said I was going to report this to the Better Business Bureau,  their response was "maybe you should"

How's that for great customer service?

 

 

Posts: 5,247
Topics: 299
Kudos: 177
Blog Posts: 12
Solutions: 263
Registered: ‎01-21-2014

Re: Geek Squad Renewal Deceitful practice

Hello again, Isomma,

 

I realize this situation is far from ideal, particularly as you’re still looking for assistance regarding your GSP plan. Regrettably though, we would be unable to further assist you here on the forum due to our Privacy Policy. This is why I advised you via private message to have the original purchaser of the GSP plan call us at 1-888-BestBuy if further assistance was needed.

 

With that said, please know that if the card on file was invalid when attempting to renew a GSP plan and it wasn’t updated prior to the plan’s expiration date, this could explain why the plan reportedly canceled. Because GSP plans are underwritten by an insurance company, we cannot reinstate them once cancelled. This is because we must uphold the terms and conditions that were set for the plan, much like we would if the plan was valid and service was requested. I truly apologize if we weren’t able to advise you of this at the time of your call and for any frustration this may cause.

 

Respectfully,

Alexandra|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 7
Registered: ‎03-04-2018

Re: Geek Squad Renewal Deceitful practice

I am done with this.  The origianl purchaser(s) were my husband AND I.  I called the number you gave me.  No one asked to speak to my husband who was sitting next to me listening to the conversation.  

 

Since we have always used our best buy card for purchases I had no idea you had this card on file.  It is my error for not reading the email more closely.  That being said I told the woman I spoke to on the phone that I was going to contact the BBB and the Attorney General to file a complaint with regard to this matter.  Her response to me wss

 

             "MAYBE YOU SHOULD"

 

I was stunned.  You can give me all the reasons you want.  Your customer service is terrible.  

New Member
Posts: 7
Registered: ‎03-04-2018

Re: Geek Squad Renewal Deceitful practice

[ Edited ]

One last issue.....

One of your customer service people renewed a service contract on our Vizio 50 inch TV. in error.  Our plan was due to expire in 2019...she pushed it out to 2020.  I do not want my credit card charged in 2019 when the current card expires.

Please look into this so that does not happen.

 

GSP Plan ID 

{removed per forum guidelines}

Posts: 5,247
Topics: 299
Kudos: 177
Blog Posts: 12
Solutions: 263
Registered: ‎01-21-2014

Re: Geek Squad Renewal Deceitful practice

Hello again, Isomma,

 

As previously advised, we simply cannot confirm your identity via this communication platform (see our Privacy Policy here for further details). Because of that, we would not be able to assist you regarding any specific concerns regarding GSP plans and would ask that the original purchaser on file call us at 1-888-BestBuy for additional assistance.

 

Thank you,

Alexandra|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 7
Registered: ‎03-04-2018

Re: Geek Squad Renewal Deceitful practice

[ Edited ]

I filed a complaint with the BBB  and received a response that Best Buy would honor my original price.  The letter stated to go on line to renew my protection plan for my HP computer.  Of course going on line just kicked me right back to your toll free number .  If you need verification the BBB complaint number is {removed per forum guidelines}.  The letter was signed by Sarah {removed per forum guidelines} form your corporate headquarters.  Please let me know how to go about finishing this process.  I do nor want to spend another month going in circles!!!!!!

 


@Alexandra-BBYwrote:

Hello again, Isomma,

 

As previously advised, we simply cannot confirm your identity via this communication platform (see our Privacy Policy here for further details). Because of that, we would not be able to assist you regarding any specific concerns regarding GSP plans and would ask that the original purchaser on file call us at 1-888-BestBuy for additional assistance.

 

Thank you,



@Alexandra-BBYwrote:

Hello again, Isomma,

 

As previously advised, we simply cannot confirm your identity via this communication platform (see our Privacy Policy here for further details). Because of that, we would not be able to assist you regarding any specific concerns regarding GSP plans and would ask that the original purchaser on file call us at 1-888-BestBuy for additional assistance.

 

Thank you,


 

Posts: 5,247
Topics: 299
Kudos: 177
Blog Posts: 12
Solutions: 263
Registered: ‎01-21-2014

Re: Geek Squad Renewal Deceitful practice

Good morning, lsomma,

 

I’m glad to hear Sarah was able to help with your BBB case! Please know though that the only way to renew a Geek Squad Protection plan would be to either do it online or call our Geek Squad Renewal line at 1-866-242-4568. I realize you haven’t had the best of luck when calling previously; however, we would strongly advise that the original purchaser on file call us to discuss the situation at hand to ensure we don’t miss the opportunity to resolve this situation fully.

 

Thank you,

Alexandra|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 7
Registered: ‎03-04-2018

Re: Geek Squad Renewal Deceitful practice

I am on the phone at the number you provided.  Again, they are telling me there is nothing they can do since the plan has expired.  I am now on hold while the person on the other end has gone off somehwhere to talk to someone.