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New Member
Posts: 6
Registered: ‎07-10-2018

Warranties

I posted yesterday to spread the word on how Best Buy has informed me they do not acknowledge manufactures warranties.  Unfortunately, I was a little annoyed by this and used profanity so my post was deleted. 

 

With that said, here is the issue and information I am putting out there so others know what they are getting into beforehand.  Best Buy will only warranty return/exchange an item within the first 15 days (UNLESS YOU PAY EXTRA FOR THE GEEK SQUAD PROTECTION PLAN.)  Anything beyond 15 days, the sonsumer is left with no support and must contact the manufacture directly.  This was told to me by the Customer Service Rep in the store, the Manager of that store, as well as Customer Service online.  

 

The response I recieved on my post yesterday is "most companies will not allow them to warranty the items Best Buy sells."  That is by far the silliest thing I've heard in a while.  

 

It is in the policies of Best Buy and I obviously should have read them before making a purchase.  I just wasn't expecting this type of customer service from a corporation like Best Buy.

Posts: 1,095
Topics: 14
Kudos: 118
Solutions: 47
Registered: ‎10-19-2017

Re: Warranties

Hey there, Rubicon407,

 

Welcome! Thank you for taking the time to reach out to us on the Best Buy forum with your feedback. I know how important it is to feel protected with a manufacturer warranty so I’m glad you reached out so I can provide some clarity.

 

In regards to purchase of a Geek Squad Protection Plan (GSP), that is a great way to receive service outside of a standard manufacturer’s warranty. If you haven’t purchased a GSP but you still have a manufacturer’s warranty it is typically a great idea to actually contact the manufacturer for service or fulfillment of that warranty. Some manufacturers have special considerations in regards to warranty fulfillment so Best Buy may not be able to file a warranty claim on your behalf.

 

As to what you’re saying about fulfillment of warranties for 15 days, I believe there may be some confusion there. Best Buy does have a Return & Exchange Promise where most customers and products have a 15 day window to return or exchange a product under that policy, but that wouldn’t be considered fulfillment of a warranty service. You can see the full Return & Exchange Promise here.

 

With this in mind for your particular situation, when did you purchase your product? Have you contacted the manufacture regarding their warranty? Please let me know!

 

All the best,

Kayla|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 6
Registered: ‎07-10-2018

Re: Warranties

No. It wasn't the actual product that is the issue and why I have made this post.  The lack of support from the Best Buy stores confirmed why Amazon is now the place to buy. I have personally, in the past, shopped at the big box retail stores because of the person to person contact. The customer service experience was worth spending the extra money to buy in person. Now that this isn't the case and after realizing Best Buy's policies are far greater importance to them than their customers, I too have now made the jump to Amazon.  If I'm not getting better customer service by shopping in person, then why pay more for something I can order online and have the next day. 

Posts: 5,605
Topics: 88
Kudos: 303
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Registered: ‎11-30-2015

Re: Warranties

Hello Rubicon407,

 

I appreciate the time you’ve taken to explain your frustrations with your experience in further detail. Supporting you for the life of your product is very important to us. We’re able to do this when customers purchase services like a Geek Squad Protection or Total Tech Support on eligible products. When these kinds of plans aren’t in place we’d have limited options available to assist you further outside of your Return & Exchange Promise. Select items like laptops for example, may be serviced by Geek Squad under a manufacturer’s warranty at one of our service centers. However, we can’t guarantee options like these would exist for all the items we offer in-store or on BestBuy.com.

 

Manufacturer’s warranties are extended to you by the manufacturer, and it’s a promise that they’ve made to you as the customer. Most times they have a very specific way assistance can be requested, and received under that warranty. This is typically noted on their website. As Kayla shared we’d be happy to review your situation specifically, and help see if we can point you in the correct direction at this time. We’d be happy to look up a phone number for that manufacturer for you, and research their website to see if we can help you find specific directions on how to redeem your warranty. We look forward to hearing from you!

 

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 6
Registered: ‎07-10-2018

Re: Warranties

You aren't the only one that sells the products you sell. There are many other companies that sell the same products, most of which support the customer when warranting a product by standing behind it. I'm not saying you're wrong on the way you are doing it. It's in your policies and as a consumer, I should've asked before making the purchase.
At this point I've thrown the pack away and moved on. I'd rather not deal with it anymore and have a constant reminder of this epic customer service experience.