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Posts: 1
Registered: ‎03-12-2018

Not told about my warranty/ Customer Service/Poor Service

In August of 2017 I purchased an HP Envy x360 from a Best Buy in Reston, Virginia. While I was in the store selecting a laptop to buy, the employee was very helpful, but they repeatedly insisted on me buying a warranty from Best Buy that cost somewhere around a hundred dollars. My mother and I repeatedly declined to buy the warranty, by the employee persisted until my mom put her foot down.

Unfortunately, in February of this year one of the hinges on the laptop separated from the keyboard and I need to get it repaired. Of course, I went to Best Buy to see how much it would cost. I was told it would cost around $250-$300 to fix my laptop, and that it would take about three weeks. My mom and I decided that that price was too expensive, considering that the laptop cost at least $890. Not knowing what to do, I asked some of my nerdier friends what I should do or where I should go to fix my laptop. They told me that my laptop probably had a warranty with HP. After checking on the HP website, I discovered that my laptop did in fact have a year long warranty. The warranty included free repairs and free shipping for those repairs.

When I bought my laptop from Best Buy I had an overall positive experience, although the employee assisting me persisted on me buying the warranty to the point of it being irritating. What the employee didn’t mention is that I had no need to buy the Best Buy warranty ( which would have lasted for about a year, I believe), because I would have a year long warranty from HP upon buying the laptop. I understand that the Best Buy warranty might have additional benefits that the HP warranty didn’t have. However, I find it rude and inappropriate that the employee didn’t tell me that I would have a warranty from HP. I am irked by the fact that the employee withheld this information, and on top of that tried to sell me a warranty.

I ended up using my HP warranty to fix my laptop for no cost, including free shipping. I understand that by selling warranties, profit is generated for your business, however that does not give you the right to not tell customers only some of the information about the product the customer is buying. I understand that the problem I have had with your company may just be a rare experience, but I have reason to believe that this policy of withholding information about warranties is something that may be company wide, and it is ethically wrong.

Ultimately, my poor experience with Best Buy and the employee that assisted me, makes me not want to shop at Best Buy again; and buy all of my electronics from, seek all assistance from, and repair needs, from other businesses.

Trusted Contributor
Posts: 4,830
Registered: ‎02-25-2013

Re: Not told about my warranty/ Customer Service/Poor Service

What you fail to understand is warreny from HP only covers manufacuters defects.  Best Buys service plans are generally for 2 to 3 years and would also cover accidnetal damage. 

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Posts: 2,112
Topics: 16
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Registered: ‎11-29-2016

Re: Not told about my warranty/ Customer Service/Poor Service

Greetings, Popcorn98,


Welcome to our forums!  Although I wish your experience with our Geek Squad Protection (GSP) plan, and more specifically, our Reston, VA store had been more of a positive one, I do appreciate you taking the time to join our Community and share your feedback with us.


As it sounds like you’re aware, our GSPs do offer a range of benefits not typically covered by the manufacturer’s warranty, which may explain why the sales associate was so persistent in offering you the GSP.  With that said, while we certainly want to make sure our customer’s purchases are protected beyond the manufacturer’s warranty, we hate to have our customers feel irked by the way the GSP is presented to them, or our associate’s persistence is seen as rude or inappropriate in any way.  I know how I would feel given the experience you’ve described, and I apologize for any disappointment this experience has caused.


We’re constantly looking for ways to improve the level of service we provide our customers, and it’s posts like this yours that help us do that.  While it sounds like this experience has led you to question your future with Best Buy, I’m hopeful you’ll give us another chance in the future, and give us the opportunity to provide you the level of service I know we’re capable of.


Thanks for posting,

SeanM|Social Media Specialist | Best Buy® Corporate
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