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New Member
Posts: 5
Registered: ‎08-07-2017

Geek Squad gave incorrect date, and now I'm out $60 having to change the location

I recently had made a Geek Squad insurance claim this past Sunday at the Tupelo, MS location. I currently am in a separate state from my permanent address, which is back in Omaha Nebraska, where I will be returning to this Friday. When processing the order, they had said it would take over a week for the replacement to come in, so I had to tell them to ship the replacement back to my Omaha address, as that is where I will be next week. However, I received an email today stating that the replacement will actually be delivered tomorrow to my home adress, which I am not in any position to receive the package or return my damaged phone. I went to try to change the UPS delivery location to an address here in Oxford, MS, where I will be until Friday. However, I am being charged an additional $60 for this action. If I had been told the correct information concerning that my phone was to be delivered within 2 days, I would have sent it to my current location, because I need to be able to return my damaged device within the appropriate time window. Ultimately, this extra $60 I have to pay UPS just because of an error on the Geek Squad agent I talked to is not fair in the slightest to me. 

Posts: 3,410
Topics: 46
Kudos: 356
Blog Posts: 11
Solutions: 248
Registered: ‎07-27-2015

Re: Geek Squad gave incorrect date, and now I'm out $60 having to change the location

Hello zsabata922 –

 

Welcome to the forums and thanks for bringing this to our attention. It’s disappointing to hear the quote you were provided to receive your replacement phone was incorrect, and lead to this issue. I do apologize for the unexpected cost and disappointment this has caused, and will be happy to look into this for you.

 

Using the information you registered with our forum I believe I was able to locate the service order in question. That said you do not appear to be the named owner of the protection plan or service order for the express replacement, so we’re regrettably unable to assist you with this. As required by our Privacy Policy please have the plan and service order owner reach out to us directly here over our forums, or by calling 1-888-BestBuy for further assistance.

 

Regards,  

Michael|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎08-07-2017

Re: Geek Squad gave incorrect date, and now I'm out $60 having to change the location

The plan is officially under my mother's name, as we do with all purchases in our family to consolidate rewardzone points. However, I am the one who paid all expenditures, and am owner of the email address associated with this claim. Are you saying all I would have to do is just change my name on here to my mother's name and then I would be able to talk to you about it? That's the only information that she is connected to on this, all other information regarding payment is my own, so I don't see how I'm not able to discuss it

New Member
Posts: 2
Registered: ‎08-08-2017

Re: Geek Squad gave incorrect date, and now I'm out $60 having to change the location

Here is the account from the original owner of the plan. What can I do to discuss this?

New Member
Posts: 2
Registered: ‎08-08-2017

Re: Geek Squad gave incorrect date, and now I'm out $60 having to change the location

Here is the account with the name and email from the original owner, now am I able to discuss this further with you?

New Member
Posts: 5
Registered: ‎08-07-2017

Re: Geek Squad gave incorrect date, and now I'm out $60 having to change the location

You just banned the account of the plan owner. I made it WITH HER PERMISSION. She doesn't know what to do, so she told me to make the account for her. What else am I supposed to do when I am currently 700 miles away from her and can only correspond via email, because I don't have a phone since I am waiting for it to be replaced

New Member
Posts: 5
Registered: ‎08-07-2017

Re: Geek Squad gave incorrect date, and now I'm out $60 having to change the location

She was in the process of verifying her email too, if that counts. Sorry I have to make the account for my mom because she isn't tech savvy. So do I wait a week until I get access to my phone to tell her what she has to do? Oh wait, you banned the email so she can't.

Posts: 3,410
Topics: 46
Kudos: 356
Blog Posts: 11
Solutions: 248
Registered: ‎07-27-2015

Re: Geek Squad gave incorrect date, and now I'm out $60 having to change the location

[ Edited ]

Hi zsabata922 –

 

If your family have been sharing a single My Best Buy rewards account, and the terms of our My Best Buy program has not been clarified with past purchases, I do apologize. Please know that a My Best Buy account is intended to be used by a single individual, and sharing an account with others is in violation of the My Best Buy Program Terms and Conditions. Because the Protection Plan in question was not purchased under your account we are unable to provide assistance in accordance with our Privacy Policy.

 

Additionally, creating other profiles to circumvent our Privacy Policy will lead to that profile being banned. Going forward the Protection Plan owner will need to call 1-888-BestBuy to verify their identity and seek assistance with this issue.

 

Regards,  

Michael|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: 5
Registered: ‎08-07-2017

Re: Geek Squad gave incorrect date, and now I'm out $60 having to change the location

This is the first time in nearly 20 years I've heard anything regarding a violation. Even when I used to be a blue shirt, I was never told to stop people from using "their parent's" card, and neither were my coworkers. That wasn't a fake email account you banned, as it was in fact my parent's email and under her name, and she is in possession of access to that email, so it was simply abiding by what you had stated, necessitating that plan and service order owner reach out to us directly here over our forums. I wasn't trying to pull wool over anyone's eyes, as she had stated for me to do it since "she doesn't know how to work any of this". (Her being owner of the "family account" is remnants from as a kid, still more tech savvy than her even then!) I can instruct her what to do when I get back home, but I just need to know, then, does this case hold water for getting even a partial refund on the change in address. I did it because I was told by two Geek Squad agents that I had 48 hours to return the defective phone, or pay a fee. They were unable to clarify whether having the item held at UPS until I returned home would count in this 48 hour window.

I apologize for being too upset earlier, it's just been a mess to clean this up, as UPS has given 2 incorrect addresses on top of it all too, and I am near $220 on replacing a phone that I paid $180 to preorder before the GSP.