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Member
Posts: 10
Registered: ‎10-22-2016

Geek Squad refurbished phone scam

I have never been so aggrivated and dissapointed in a business to the point that i would drag my problems onto a web forum, yet here i am. (Among other forums i have explained my issues with geek squad in.) Bestbuy and the geek squads phone protection scam is screwing a lot of people over and it simply isnt fair to the consumer.

Ever since geeksquad updated its policy to have a deductible for every claim you make on a phone they have trapped their customers into paying a fee for lower quality refurbished phones that will prematurely fail causing you to pay MORE deductibles on MORE dud refurbed phones. If their refurbished phones were of good quality this would not be an issue, the problem is most of them are not quality refurbed phones. Approximately 5 of the replacement phones i have recieved from geeksquad in the past few years have failed because of hardware issues caused not by neglect of the phone but because of either low quality repairs or just plain bad parts they are using. Ive even had a phone be a dud straight out of the geeksquad packaging.

Now this never bothered me much since geeksquads old policy was for it to be replaced for free, holding geeksquad liable for the low quality "dud" phones i would recieve as replacements from them. Now that their policy has changed they are holding customers responsible for the low quality phones they are using as replacements by charging customers 150$+ deductibles for them. They do allow a 1 month return if the device breaks within 1 month. The main problem with this is that most of the dud phones i have recieved from geeksquad have failed around the 3 to 8 month mark. Which leads me to believe the 30 day warranty more or less looks good on paper but serves a minimal purpose for protecting the consumer from these dud phones.

My most recent experience with best buy and geeksquad go as follows:
Bought a brand new lg g4 from best buy.
After about 6 months i break the phone and pay the deductible for a replacement from geeksquad.
New phone arrives and sits in box for over a month before i turn it on. (Hated the G4 at this point)
Finally i put my sim card in the phone and power up.
Within minutes the phone is rendered useless by what i believe to be a software issue, Bootlooping i believe. (No physical damage what so ever.)
Contact geeksquad rep for a replacement and after much hassle and complication i end up paying ANOTHER 150$ deductible for a phone that was doomed before i even turned it on. Granted i left it in the box for a month going over my free warranty so i paid up thinking it wont happen again. WRONG
Replacement phone comes in and works.
Woohoo no more problems! Right? WRONG
5 months later my phone starts freezing and eventually wont even boot up fully. Just continually bootlooping. (Again no physical damage what so ever. Case and screen protecter since day 1.)Best buy screwed me again.

My options as of now:
1. Pay best buy ANOTHER 150$ deductible for a phone that will most likely die within a few months.
2. (Can not divulge do to forum rules).
3.Cut my losses and ties with best buy. Cancel my geeksquad protection and refrain from purchasing from best buy.
Instead of wasting another 150$ to geeksquad, put it towards a new phone and better insurance plan. (At this point the best and easiest solution to prevent best buy from wasting more of my time and money.)

THE MAIN issue here being this:
Best buys geek squad repair team is seanding out refurbished phones with low quality parts and labor that are not up to factory specifications. Which is clearly against policy.

Dont you love it when companies make everything sound so safe and easy while selling you a service yet it ends up costing you more than just your hard earned money but your valuable time in the end.
Please share any similar stories with me and others to prevent these bad business tactics from going unnoticed and unnaffected.
Thank you for your time.
(Reposted due to forum guidlines.)
Posts: 4,308
Topics: 68
Kudos: 272
Solutions: 194
Registered: ‎11-30-2015

Re: Geek Squad refurbished phone scam

Greetings cmdcmd20,

 

Purchasing a Geek Squad Protection Plan should make a situation in which you need a repair much easier, and smoother. It’s discouraging to hear that this hasn’t been your experience with the mobile protection plans you’ve purchased.

 

Thank you for taking your time to express your frustration, and to seek additional help on this matter. I was able to locate which Geek Squad Protection Plan you purchased, and looked to see how we may be of further assistance. Please know I located the following information:

 

Mobile Phones:

 

1. You will be required to pay a service fee as specified on your receipt ranging from $29.99 to $199.99 for each claim made on a mobile phone that is covered under the GSP Plan or GSP Plan with ADH Coverage (except when we only replace your battery on your existing device); and

 

2. Our obligations will be fulfilled under this Plan (a) if we replace your device with a new device or issue you a gift card for its current market value not to exceed the original purchase price of your Covered Product including taxes, as explained in Section 7(b); or (b) if we have fulfilled 3 mobile phone claims in any 24 month period (excluding claims where we only replace your battery on your existing device), as applicable, by replacing your device with a new or refurbished product.

 

It’s my recommend moving forward, and taking the information above into consideration to try a Rapid Exchange Replacement once more. If the replacement phone would happen to fail again we’d be able to explore options above in further detail.

 

Please let me know if I can be of further help.

 

P.S. Thank you for reposting according to Forum Guidlines so I could  respond to you publicly in case other customers may have similar issues, and need advice.

 

Respectfully,

 

Mariah|Social Media Specialist | Best Buy® Corporate
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Member
Posts: 10
Registered: ‎10-22-2016

Re: Geek Squad refurbished phone scam

Yes i understand the no lemon policy from geeksquad and i also understand the terms of me paying for a replacement. While i do not agree with the ethics of this policy i do understand them.

I must say though it does seem like you are avoiding the main issue of my problem and this post all together.


Best buys geek squad has sent me MULTIPLE refurbished phones with parts that are failing and obviously not performing to manufacturer specifications. This being AGAINST GEEKSQUADS POLICY.


Posts: 4,308
Topics: 68
Kudos: 272
Solutions: 194
Registered: ‎11-30-2015

Re: Geek Squad refurbished phone scam

[ Edited ]

Hello cmdcmd20, 

 

As laid out in our Geek Squad Protection (GSP) Terms and Conditions, we’re committed to repairing or replacing damaged products with new or refurbished units that are equivalent to new in performance and reliability. 

 

Please know that I've already taken the steps to document your concerns that we aren't meeting those expectations here at our Corporate Offices. 

 

Respectfully, 

 

 

Mariah|Social Media Specialist | Best Buy® Corporate
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Member
Posts: 10
Registered: ‎10-22-2016

Re: Geek Squad refurbished phone scam

Thank you for your help in getting this issue sorted out Mariah. When will someone from corporate be contacting me and through what route? Im sure you already have my information in your report.
Also if you could send me a copy of your documentation it would be greatly appreciated. Be it by pm in this forum or email. (Pm me for my email address if you do not already have it.)
Thanks again.
Posts: 4,308
Topics: 68
Kudos: 272
Solutions: 194
Registered: ‎11-30-2015

Re: Geek Squad refurbished phone scam

CmdCmd20, 

 

Once a formal complaint is filed it sparks an internal review process that looks at the situation to help develop/update/critique policies, or to point out any training opportunities that may be present. Please know the results of the above aren't able to be shared publicly as it's an internal review. 

 

Respectfully, 

 

 

 

Mariah|Social Media Specialist | Best Buy® Corporate
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Member
Posts: 10
Registered: ‎10-22-2016

Re: Geek Squad refurbished phone scam

Understood. Again ill ask my first question.
What kind of time frame am i looking at, as for corporate to contact me and through what route?
If this is not procedure then i would like the phone number and email address to best buys CEO or their assistant (CEOs are busy, i understand) so that i can follow up with the formal comlaint. I have plenty of first hand consumer experience with this issue and im sure it would be helpful for them to here my stories along with this complaint. Thanks Mariah
Posts: 4,308
Topics: 68
Kudos: 272
Solutions: 194
Registered: ‎11-30-2015

Re: Geek Squad refurbished phone scam

Hi cmdcmd20, 

 

Please know that I do work in our Corporate Office located in Richfield, MN, and here on the forums is an official way for us to communicate with customers. 

 

Moving forward with this issue I will not be able to provide you a follow-up to the formal complaint I've filed on your behalf, nor am I able to provide you our CEO's information. I'm sure you can understand why sharing our CEO's email, or any contact information would be highly frowned upon. 

 

I've addressed your concerns, and documented them to the best of my ability with the details you provided. This will be my last communication regarding this matter. 

 

Respectfully, 

 

 

Mariah|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
Member
Posts: 10
Registered: ‎10-22-2016

Re: Geek Squad refurbished phone scam

Thank you again for your help Mariah.
Member
Posts: 10
Registered: ‎10-22-2016

Re: Geek Squad refurbished phone scam

Oct 25th. Solution Tbd..