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Posts: 2
Registered: ‎08-12-2017

misrepresentation of a service

[ Edited ]

I was told by the sales person that by getting the coverage, it would take care of my hard drive and any questions I may have along the way and they would also be able to do it with remote access.  When I picked up my compute the person with a black shirt explained that I would have coverage along with a guy with a white shirt.  They showed me the button to press 24 hours a day. One of the reasons for this was that I couldn't add Outlook there because of security.  They said the access button would have someone who would take care of it for me.  After getting home and trying to do it, it still didn't work. Long story short they explained I didn't have coverage and it got very confusing because I knew I had coverage. I explained I would call the store at which I did. I spoke with a tec who had worked on my computer and told him about it. He looked at my account and said of course you have that coverage to which he said he would talk to his manager to see how they could make sure it showed and I could call them back. He came back on the phone saying they changed the policy in June and I wasn't covered for that it would be $100 more regulary $199.99.  I spoke to the manager and he said they wouldn't help me out only to sell me the plan.  I explained 4 employees said the same thing and it was misrepresentation even by mistake.  I asked to speak to his manager to which he replied, they are busy but it won't do any good, you need to contact corporate.  I was totally fed up & asked for the number to which he gave me the best buy 888 number.  After speaking to two men I found out they were not corporate nor could put me through to them.  That was the second man that let me know that.  I have no idea how to reach anyone about my complaint that cares and I feel it was there error and need to stand by it.  If you need names of employees I have them, I just didn't want to put them out here.  If anyone can help me I would appreciate it, I would like to let on to people there was an issue but Best Buy stood by their good name verses that Best Buy does not stand by their company and they don't care about the customer.  Thank you, Kathleen {removed per forum guidelines}

Posts: 3,189
Topics: 14
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Registered: ‎12-23-2016

Re: misrepresentation of a service

Hello Kathleen,


Thanks for coming to us at the Best Buy Community forums with your concerns about your protection plan. I know how frustrating it can be to think you have coverage on a product only to find out that you don’t, and I apologize for the miscommunication about what your plan covers.


From the sound of it, you purchased a Geek Squad Protection plan on your computer, which covers the physical parts on your computer. We also offer a plan called Geek Squad 24/7 Support which would cover software services on your computer. I haven’t been able to locate your purchase receipt, but from what you have described I believe you purchased the hardware coverage on your computer and not software support. Again, I apologize if this distinction wasn’t correctly explained to you when you made your purchase.


I’d like to gather those additional details you mentioned about the folks that you worked with, and I’d also like to review your purchase receipt for you. If you could please send me a private message, using the link in my signature below, containing the names you mentioned and the customer service PIN from the bottom of your receipt, I’d appreciate it.


I look forward to hearing back from you.



Kyle R|Social Media Specialist | Best Buy® Corporate
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