Manufacturer Warranties and Protection Plans

[dannyliu]

It all stated Wednesday (05/25/2011) with a e-mail from Best Buy (BestBuyInfo@emailinfo.bestbuy.com) Subject:  Your warranty expires soon, so protect your product now,  so, I follow the link to Best Buy Geek Squad website, bought the 2-year plan.  After 48 hours, got my confirmation e-mail with all the plan information, then I notice there is a SKU number, so I ckeck the SKU number on Best Buy website, it comes as a 24" LCD TV, but wait , I have 46" LCD TV, I don't have a 24" LCD TV.  So, I call 1-800-GEEKSQUAD:

-ask them to check and change that information

-after 10 Mins, rep. says they can't change it

-so I ask to cancel it

-rep. says I need to transfer you to a different department

After 5 Mins

-different department picks up

-rep says, print out your e-mail confirmation take it to local Best Buy to cancel it

So, I did take it to my local Best Buy, after talking to three different people at my local Best Buy, they can't cancel the plan, they need me to call 1-888-237-8289 to do the cancellati​on.  (15 Mins drive)

Got home, call the 888 number:

After 5 Mins

-Best Buy picks up

-start my story...............................................................

-rep says, I have three choice, mail, fax or e-mail, for me to cancel the service plan

So, I have send a e-mail to Best Buy (AdminTeam@bestbuy.com) to cancel my service plan,  lets hope that works.

Cancelling is so hard, so do not buy any Best Buy protection plan via e-mail or online.

VERY UNHAPPY CUSTOMER

[AndyH]

this is definitely an issue, one of the community connectors should get back to you within 3-5 business days from your post, hopefully they can look into this for you so you can get some sort of resolution.

[Ryan-BBY Senior Social Media Specialist]

Hello dannyliu -

Allan, from our Community Connector team, will be reaching out to you regarding your concern.  Thank you for your patience until he is able to connect with you.

[Allan-BBY Community Connector]

Hi dannyliu,

After reading your description of this current interaction with us I don’t blame you at all for be upset and frustrated with us. I was surprised to hear that you were told that they couldn’t update this service plan to reflect the correct product, and am honestly disappointed that this has caused you to think twice about our service.

Our stores do not have the ability to cancel renewal service plans, and I am truly sorry that you were advised to go to your local store to get this done. Renewal service plans must be cancelled in writing, which does mean the last rep you spoke to did give you the correct advice on how to get this plan cancelled.

The email address you were given is the correct email address to request that your renewal Geek Squad Black Tie Protection (GSBTP) plan be cancelled. I would like to see if there is anything I can personally do to resolve this for you, and I am sending you a private message to start that conversation. To check your messages you should log into the forum, and then click on the letter icon in the upper right-hand corner of the page.

Thanks for posting,

[BrianSteffens]

At least you could find Black Tie Protection renewal online. I received a postcard suggesting I renew my protection plan.

Step 1: Go to www.GeekSquadBlackTieProtection.BestBuy.com

Step 2: Enter your access code #####

Step 3: Follow the instructions ...

But WAIT, 



or 



If they can't get something like a working URL and online renewal process working, why should we expect their actual SERVICE to work or be worth whatever they want to charge for this (don't know the cost, because I can't access it).

And yes, I entered the URL several times, carefully checking that I didn't mistype it. And I sent an email to customer support (which hasn't been answered). 

This doesn't inspire faith in their service. Best Buy used to be darn good ... but I'm thinking Amazon in the future.

[hydrogenwv]

There's no "www."

 Remove it and the site works fine.

[hydrogenwv]

Here...

https://geeksquadblacktieprotection.bestbuy.com/

[dannyliu]

UPDATE:

I have send a e-mail to Best Buy (AdminTeam@bestbuy.com) to cancel my service plan on 05-27-2011.  Got a reply back on 06-06-2011:

Dear Danny Liu,

The Best Buy Corporate office has received your request for cancellation of your service plan.  Your request will be processed in the order received.

Sincerely,
Theresa and the Best Buy Customer Care team
Reference # 86855023

Now, today date is 06-19-2011, stay no refund or e-mail of plan cancel.

Should I e-mail Best Buy (AdminTeam@bestbuy.com) and ask what is going on?  Can I stay cancel after 30 days of purchase?   Is Best Buy dragging, so I get stuck with the plan?

Some one please help?

[Allan-BBY Community Connector]

Hi dannyliu,

Thanks for reaching back out to us on this. I do see that we received your email requesting we refund this service plan, and I see this request is currently being processed on a first-come-first-serve basis. I have emailed that team to see if I can get you a more specific timeframe in which to expect your refund, and as soon as I hear back from them I will post back to this thread.

Thanks,

[Allan-BBY Community Connector]

Hi dannyliu,

I did hear back from the team that processes these requests stating they are working on these on a first-come-first-serve basis, and will hopefully get to your request by the end of this week.

Thanks,