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New Member
Posts: 6
Registered: ‎07-11-2017

Protection plan refusal by Geek Squad in Greensboro, NC

Hi my name is Maria. I am a longtime Best Buy customer and I have had a nightmare trying to get Geek Squad to honor my protection plan. I will outline what has happened to this point.

 

1. PC is bluescreening so I get my new computer support tech to look at it. He rules out the hard drive, as it is fine. He tells me the RAM is not the original and is not officially supported by the motherboard. He uses RAM that IS officially supported by the manufacturer to test and the machine still has errors, even with the correct RAM. I informed him that it has a protection plan. We assumed Best Buy upgraded the PC to the aftermarket RAM because I get my service done there and don't even remember getting this machine upgraded. He drops it off to Geek Squad, explaining the confusion about the RAM. 

 

2. After keeping the machine for many days, Geek Squad says "this is aftermarket RAM we can't honor the protection plan with this RAM". The RAM in it was Crucial 16GB DDR3 pair. Geek Squad rep claims BB never sold Crucial brand RAM so it couldn't have been them. They offered to sell me officially supported RAM and install it free as part of my extended warranty and protection plan. The rep (female) said that if it still has errors with the RAM they installed, they will honor the protection plan.

 

3. My father picked up the PC and paid for the RAM. I cannot find the receipt for this and Geek Squad is claiming they don't remember or have record any of this. It's baffling! They did not return the RAM that was in it. They claimed it was incompatible, not bad, so why would they keep my RAM that is worth $120? 

 

4. Computer sits on a shelf for my busy season until my tech gets time to set it up to test it. He ran "Windows Memory Diagnostics Tool" and it showed a hardware error overnight. Geek Squad had said it was fixed. This left a log of the test and failure in the system logs.

 

5. Return to Geek Squad, they have no record of installing the RAM that is now in it or any trace of my missing RAM. They refuse to run the "extended test" WIndows Memory Diagnostic for themselves and claim the PC is fine. They refuse to look at the log for the failed memory test because "it could be planted there to get a free PC replacement".

 

 

I need this PC repaired or replaced. I need the RAM it was returned with returned or replaced. The cost of the RAM that I purchased to satisfy the Geek Squad policy I do not expect to have returned, as that puts the machine back in a state that is covered by the protection plan.

I am linking this thread to my tech, he has a video to add.

New Member
Posts: 6
Registered: ‎05-22-2017

Re: Protection plan refusal by Geek Squad in Greensboro, NC

Hello, I have posted before abouy this matter. See my post history for details.

Picture of the RAM that Best Buy installed as a solution for the first service visit, they can't find any record of doing it (lol): 

https://drive.google.com/open?id=0B_VsOmTE-v5QWThtMEp3WHF5WFU

 

Video demonstrating hardware error using built-in Windows diagnostics:

https://drive.google.com/open?id=0B_VsOmTE-v5QWHdKVEh6eWhnSlk

New Member
Posts: 6
Registered: ‎05-22-2017

Re: Protection plan refusal by Geek Squad in Greensboro, NC

I would just like to add a couple things. The support people at the Greensboro store have been polite. However they did say the log from the built-in Windows Memory Diagnostic could potentially be planted to defraud BB into replacing a good PC. Since they have brought up fraud, let's have a step back and look at this. The PC bluescreens and has a protection plan, it hasn't been fixed in over 6 months. That could be seen as fraudulent. The 16GB set of RAM it was turned in with was kept by BB, a $110 value. This is theft, no way around that. As an IT professional I can tell you with certainty that nobody would throw that away. Bottom line, an associate has this customer's RAM. Instead of honoring the protection plan, an 8GB set of RAM was sold to the customer. I consider this predatory, they saw an opportunity to deny a claim and managed to turn it into a sale, somehow off the books because they deny having any record of this.

 

If your associates have incentive to deny replacement as much as possible, you need to look at your system here. It really seems like the associates have some kind of incentive to fight doing the right thing.

Posts: 4,788
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Registered: ‎01-21-2014

Re: Protection plan refusal by Geek Squad in Greensboro, NC

Hi there, Maria,

 

I’m sorry to hear you’re having problems with your computer and you’re unsure where your aftermarket RAM might be after it was reportedly uninstalled. It sounds like there might be a couple parties involved with this device, so it’s understandable why you’d be reaching out to us for assistance. While I can’t make any guarantees as to the outcome, I can certainly review your Best Buy account to see if I might shed some light on the situation.

 

Due to our Privacy Policy though, I’ll need some additional information from you before proceeding. As such, I’ll be sending you a private message shortly. Once received, you may view it by logging into the forum and clicking on the envelope icon in the upper right-hand corner of the page.

 

Thanks for posting,

Alexandra|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 6
Registered: ‎07-11-2017

Re: Protection plan refusal by Geek Squad in Greensboro, NC

I would just like to follow up on this for Internet records. The local Best Buy didn't make a record of installing the RAM. They told me that if I bought the RAM from them and had them install it that they would honor my service plan if the PC still had issues. It did still have issues. They never returned the RAM that was in the PC when I dropped it off. I believe someone kept it and they can't admit to corporate that they installed the new RAM, because they have no explanation for the missing RAM.

Now they will not honor my service plan at all, stating that the aftermarket RAM that I originally dropped it off with disqualifies it from the plan. I don't consider this a good outcome, in fact it's horrible. I appreciate the help from Alexandra. However, that has not changed the fact that my RAM was stolen and I was sold $70 in RAM, which BB installed, because I was told they would honor the plan if I did that.

 

I have been scammed by my local Geek Squad.

Posts: 4,788
Topics: 248
Kudos: 194
Blog Posts: 11
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Registered: ‎01-21-2014

Re: Protection plan refusal by Geek Squad in Greensboro, NC

Hello Maria,

 

Unfortunately, we do not have any record to support the claim that the aftermarket RAM was removed and the purchased RAM was installed. If you can provide proof that it was, we are more than willing to re-open our investigation from there. I would also suggest reaching out to any third party diagnostic team you were working with as well (like chgso) to see if they have records of any service they may have performed.

 

That said, I have received your recent private message, and I will be following up with you 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: 6
Registered: ‎07-11-2017

Re: Protection plan refusal by Geek Squad in Greensboro, NC

[ Edited ]

You are calling me a lier when your store manager is the one misleading you. She was very clear to me on the phone. She also spoke with Charlie and told him the same thing. My father picked up the PC from the service and Charlie never opened the PC before we retruned it again. We are all certain, she is covering for herself or for an employee that stole my old RAM. The worst part is that I'd happily forget the $110 of stolen RAM if my PC could be repaired FINALLY. 8 MONTHS of fighting and lies and you tell me I don't know what happened. 

 

 

Here is the receipt my father was given when he picked up the PC. He DID BNOT INSTALL THE RAM, NOR DID A THIRD PARTY. BEST BUY DID THIS.

{removed per forum guidelines}

 

 

You need to make a record of this because this manager WILL have issues like this again. I suggest you came find me when it happens and correct this. Until then you have lost a customer. 

New Member
Posts: 6
Registered: ‎07-11-2017

Re: Protection plan refusal by Geek Squad in Greensboro, NC

Can you explain what "STAR MISC" is on my receipt? It has a service tag on it too. Why would it have a service tag if no service was performed? 

If I go to Best Buy now and buy RAM, will it have that item on the receipt?

New Member
Posts: 6
Registered: ‎07-11-2017

Re: Protection plan refusal by Geek Squad in Greensboro, NC

"Unfortunately, we do not have any record to support the claim that the aftermarket RAM was removed and the purchased RAM was installed. If you can provide proof that it was, we are more than willing to re-open our investigation from there. I would also suggest reaching out to any third party diagnostic team you were working with as well (like chgso) to see if they have records of any service they may have performed."

I have the receipt from the RAM that has the service order number on it. The service order number matches the service order receipt I have. It's all here in writing, this is 100% proof. Please explain how it isn't for everyone to see.

 

I have redacted information to conform to forum rules. If you must remove it, please tell me why so I can redact that information as well. I am trying to follow the rules, I'm sorry about posting the receipt unredacted originally.

Here is the receipt from the RAM which has a service number for which it was installed by Best Buy:

https://drive.google.com/open?id=0B_VsOmTE-v5QWmtaT0QwazJBeWs

Here is the receipt for the service that matches the service ID on the receipt for the RAM.

https://drive.google.com/open?id=0B_VsOmTE-v5QLUVfQVNqeVNHd00

 

Again, please don't delete these links without telling me what I missed. Explain how this is not proof. If I just purchased RAM and installed it myself, why would they put the service ID on the receipt for the RAM?

Posts: 4,788
Topics: 248
Kudos: 194
Blog Posts: 11
Solutions: 230
Registered: ‎01-21-2014

Re: Protection plan refusal by Geek Squad in Greensboro, NC

Hello again, mpcdm,

 

I am aware that you (or your father) purchased a new RAM with the intention of having Geek Squad install it, particularly as there is a service order number attached to the receipt. However, the installation of that item was not completed under that service order number, and we do not have any record of the service actually being performed with us. This is why I suggested reaching out to any third party servicer you may have used in the past for possible review.

 

Because of this, we would not be able to honor your request for service under your Geek Squad Protection plan, nor can we provide a refund of the aftermarket RAM. In addition to this, please know that unless new information is brought to our attention, this is Best Buy’s final answer and further communication regarding this matter will not be addressed. I truly apologize for any frustration this may cause; however, please feel welcome to post on the forum again should you have any questions unrelated to this particular case.  

 

Respectfully,

Alexandra|Social Media Specialist | Best Buy® Corporate
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