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New Member
Posts: 4
Registered: ‎08-12-2017

truly disappointed best buy elite member I NEED HELP-botched insurance time of checkout!

[ Edited ]

I sent out letters to the Best buy corporate address and they are on their way....I purchased a ps4 pro...i placed pre order on october 17th and the release date i picked it up on was Nov 10th, 2016...my history for all my expensive electronics i buy personally for myself all have the geek squad protection as i have spent thousands of dollars in best buy at the dedham, ma location...I noticed I did not add the protection over the computer so when i went to the local store to do a pick up the agent reminded me you do not have the protection would you like to add it...I said sure go ahead add it....so I had to supply my license and my credit card used to verify the pick up and the agent was suposed to add the insurance that i agrreed too...i left the store thinking so was done...now fast forward to june 2017...i returned a go pro which also had the insruance on it....i asked my local agent at dehdam can you please go down the list for me and tell me when my plans expire for geek squad...she went down the list and the ps4 pro was never mentioned being in shock it was never applied!!!! I have spent countless hour on the phone being transfered to person to person about helping me having spent soemtimes up to 40 minutes on the line and having the call dropped....i have gone to the local store saying they cant help me....my history shows i have always always bought insurance for all my expensive elctronic products...in my letters I have wrriten what i have written here....and i have also sent pictures showing the ps4 pro is in perfect working condition because I am not trying to pull a fast one but i feel an a best buy elite member I am not valued by such disappointment in this situation and the constant run around I have had to deal with. ..I am going to be giving best buy 59.99!! of my hard earn money to get the insruance i rrightfully requsted...i never had an issue like this before at the store and I am truly disappointed... and may never ever shop at best buy again after my preorders for some ps4 games i have because I am a gamer club member too...i have spent alone over $500 plus dollars easy on insurances at best buy 249 alone on just my tv.......and this isn't me trying to have the agent reprimended in anyway because mistakes happen but I as a valued customer should not be the one that has to pay the consequences....my personal email is {removed per forum guidelines} as an alternative way to contact me...please help me i have been trying to get this issue resolved since june when i found out this mistake had taken place by the agent

Recognized Member
Posts: 176
Registered: ‎02-09-2011

Re: truly disappointed best buy elite member I NEED HELP-botched insurance time of checkout!

The warranties are backed by an insurance company and Best Buy can not sell them to a customer after the return period. It's unfortunate that the associate didn't add one when you did your pick up, but unfortunately they more than likely will not be able to assist you with purchasing one this far out - regardless of your Elite status. While you may purchase protection plans on the rest of your products, the fact is you did not (despite your intentions) on this one.

A corporate moderator will be by shortly to assist you further - they are the representatives from corporate so they can provide the official Best Buy response.
New Member
Posts: 4
Registered: ‎08-12-2017

Re: truly disappointed best buy elite member I NEED HELP-botched insurance time of checkout!

everything in this world is all about getting out of wrongfull situation with their wordings...and saying despite my intentions is a phrase to save best buys behind because it was not my intention only to have it added but it was what i requested to pay for and it was not done at the time of the checkout by the negligence of the agent therefore the customer service that was supposed to be recieved was not up to par. It being out so far is the reason why i stated in my original post.

Recognized Member
Posts: 176
Registered: ‎02-09-2011

Re: truly disappointed best buy elite member I NEED HELP-botched insurance time of checkout!

I understand that, and frankly I was on your side. I am not a representative of corporate and was merely stating why the store's can not add it on after the fact - whether you agree with it or not. As I stated, a representative of corporate will be by shortly to assist, but please be advised that it can take a day or two as these forums are handled on a first come first serve basis.
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New Member
Posts: 4
Registered: ‎08-12-2017

Re: truly disappointed best buy elite member I NEED HELP-botched insurance time of checkout!

I am sorry if I came of strong my "intentions" where def not that way but my disappointment in this whole situation has gone to a new level becasue i pay for insurance on all my persoanl elctronics for peace of mind and having spent 399.99 and the possiblity of it breaking with no preotection just gets on my nerves having absoluetly requested it at the time of check out....i have had nothing but the absolute best experiences at that best buy....i bought an open box tv the tv was damaged so they gave me a new one for that same price....but this situation has me truly upset about the run around and not having my order done right

Posts: 2,499
Topics: 48
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Blog Posts: 6
Solutions: 113
Registered: ‎10-10-2012

Re: truly disappointed best buy elite member I NEED HELP-botched insurance time of checkout!

Hello vkanellis88,

 

Welcome to the forum, and thank you for being a My Best Buy Elite member. I can imagine your shock when you realized the Geek Squad Protection plan had not been added as per your request to the PS4 Pro you purchased back in November of 2016. As consumers we want to make sure our expensive electronics are covered should something unfortunate happen to them. I'm very sorry if the agent did not do as you asked and missed adding the protection plan to your console.

 

Regrettably, we are unable to add a protection plan to an item after the return and exchange period has expired. I assure you we truly appreciate your business and value you as a customer of Best Buy, and if there was a way to add it we would do so, but our insurance underwriters will not allow it. I assure you I will be documenting your experience here at the corporate office for future employee training. 

 

Again, I'm very sorry for the disappointment this has caused. Thank you again for posting here on the forum. 

 

Respectfully,. 

Maria|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎08-12-2017

Re: truly disappointed best buy elite member I NEED HELP-botched insurance time of checkout!

But how does it make sense for me to have to pay the consequences for the agents mistake...because I have no problem taking my business to Amazon...how is it fair that a mistake is made in store and a valued customer is not taken cared of and they get a simple sorry that does absolutely nothing to help the situation. I honestly didn't expect anything different as far as a resonse but anything different would have set best buy apart as far customers who are valued 

Posts: 2,499
Topics: 48
Kudos: 98
Blog Posts: 6
Solutions: 113
Registered: ‎10-10-2012

Re: truly disappointed best buy elite member I NEED HELP-botched insurance time of checkout!

Hello vkanellis88,

 

I understand your frustration and I have some details to share with you so I'll be sending you a private message. To view your private messages, please make sure you're logged into the forum, and click on the yellow envelope in the top right hand corner. 

 

Thank you and keep an eye out for that message coming your way shortly.

Maria|Social Media Specialist | Best Buy® Corporate
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