Manufacturer Warranties and Protection Plans

[Rashaad2k2]

I purchased the Geek Squad Protection warranty with when i bought my 16GB 2nd Generation IPOD Touch for peice of mind. After a year of owner, a minor repair was needed. I took it to bestbuy in DC, Store 1092 to be serviced. 3 weeks had pasted and i have not contacted. I contacted the store, and they could not locate my IPOD. While investigation the issue they found that my ipod had been repaired and had been sent back 2 weeks ago, but they couldn't locate it. I contacted several GeekSquad Agents and employees and they finally found my IPOD. It had been replaced with a "new" IPOD. WHen i went to pick it up, they tried to give me a 32gb 1st Generation IPOD TOuch. I tried to inform them that the 1st generation was a downgrade to what i previously had...Hence the Name 2nd GENERATION!!! They stated that it was an upgrade to my IPOD. They stated that this was there policy. When i asked for a copy of their policy, they were hesitant. WHen i asked for the name and contact information of their district manager, they referred me to the 1800BestBuy number. I recieved the run-around the entire time. I had to other employees to the side to ask them casually, "Hey whats the name of your district manager?", then "Do you have his email"...Completely unacceptable! Clearly this issue could have been handle by the manager, however he chose to prolong the issue by not giving my the comparable model, which is the 3rd Gen IPOD. I have contact his District Manager and will continue to post and inform everyone in his chain of command on his poor management of consumer satisfaction. I really hope that this post is read by someone who can make a difference. Or a consumer who is considering purchasing from this Store or Company. I can't say that all BestBuy stores are like this...however, Store 1092 in DC definitely needs some training on customer relations.

[Dorothy-BBY Community Supervisor]

Hello Rashaad2k2 -

Sarah, from our Community Connector team, will be reaching out to you regarding your concern.  Thank you for taking the time to share your experience with us and I appreciate your continued patience!

[Sarah-BBY Retired: Community Connector]

Hi Rashaad2k2,

Thank you for purchasing one of our Plans with your iPod and I am very sorry for any disappointment that may have occurred during your repair/replacement process.  I wanted to let you know that I am currently looking into the matter further to see what can be done to help, and while I do not have any new information as of yet, I will be in contact with you by private message as soon as I do!  Therefore, please keep your eyes open for a “new message” alert in the upper right-hand corner of the page (when signed in) to follow shortly, and please feel welcome to contact me with any questions in the meantime as well.

Thank you for your patience and have a great weekend!