09-23-2013 01:58 PM
I am very disappointed in Best Buy. I purchased a Lenovo A100 tablet in July 2013. The Best Buy employee offered the geek squad protection and i was hesitant because back in March 2011 an employee lied to me about what it covers on a TV I bought and said that it covered physical damage and it didn't. So i read the pamphlet he gave me before purchasing it and he said I would have coverage for a year. That it protected against physical damage and any software problems for 1 year. My daughter dropped the tablet and the screen cracked so I brought it in to Best Buy and dropped it off to be sent out for repair on Aug 30 2013. On September 10th I called the store and was told that the geek squad representative was with a customer and they would call me back.I called back on September 16th 2013 and was told the same thing so i called Geek Squad's 800 number and was told that the resolution was reached on September 4th 2013 and that all i had to do was go into store and they would swap it out. No one called me to tell me that it was ready???? So I called the store and spoke with a Manager by the name of Kelly and she said that normally they get an email with the list of people who need to be called about service from the Geek Squad and my name wasn't on the list she apologized and offered to buy me a case for my tablet. I was still annoyed but mistakes are made so I got over it. I went into the store to pick up my new tablet and was asked did I want to purchase the Geek Squad protection and I was confused because I already have it. The employee told me no that if something is replaced that it cancels the insurance. By now im beyond mad because I told her I did not read that in the pamphlet that was given to me and she pulls out a Geek Squad pamphlet that is all white and goes over the terms and conditions. I told her that is not the pamphlet that was given to me. Mine was black and orange. She stated those were old. I got the pamplet less than 2 months ago on July 20th 2013. Im honestly done with best buy. I will never go to your stores or buy anything from you again. I have bought my computer, tablet, Xbox360, Playstation, and 2 tvs from best buy in the past 3 years. As a customer service representative who deals with contracts for services provided by my company wether or not it is included in the terms and conditions we are still required to over key points with customers. I am beyond mad and completely disatisfied and I see that I am not the only one who has complaints about the Geek Squad protection and being lied to by store employees so that I purchase it. I will be filing a claim with the better business bureau because this is the 2nd time I have been lied too.
09-23-2013 02:14 PM
I can say I've never once lied or misrepresented any facts to any customer/client.
The store is correct that if the unit is deemed unrepairable or not cost effective to repair and is replaced that the plan is fulfilled. It states this in the terms and conditions of the plan. I don't know what flyer you were looking at but it doesn't sound like any of the terms and conditions booklets I've ever seen.
Good thing you had it though since it did get you a new tablet. Had you not had that coverage you'd be stuck with a tablet with a broken screen since the manufacturer doesn't cover damage.
09-24-2013 01:41 AM
Your plan is considered fulfilled once the replacement is done. This has always been a part of the Geek Squad terms and conditions.
09-25-2013 09:45 AM
Communication is very important, especially when you're dependent upon someone else for information and next steps. It's also important for knowing what to expect as a situation develops. Clearly, we failed to communicate meaningfully with you when you purchased Geek Squad Protection, while your Lenovo tablet was in repair, and when you visited our store to pick up your replacement. I can absolutely understand your disappointment and misgivings about Best Buy -- I would have them too in these circumstances.
I've seen the black-and-orange brochure that you mention. It's intended as an information aid to provide you with the "bullet points" of coverage offered by Geek Squad Protection. At the time of your purchase, you should also have received a copy of the full terms and conditions of the plan -- the white booklet that you were shown when you picked up your replacement tablet. It's so important that you receive this that we actually require that you sign that you have received it when you purchase Geek Squad Protection. I'm at a loss to explain why you would not have received a copy.
As you were informed, replacement of the covered product constitutes the fulfilment of the plan. If you wish to have the same coverage for the tablet you received in replacement, a new plan must be purchased. This is described in the full terms and conditions along with the benefits and processes of coverage. If needed, you may review the Terms & Conditions.
Please know that I reget the inconvenience and delay of resolution caused by our lack of notification about the status of your repair. I'm grateful that you took the time to write to us.