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Visitor
Posts: 3
Registered: ‎03-30-2021

2 YR Replacement Plan - Warning

I have had the worst experience this week with Best Buy that I have ever had.  Last Monday 3/22 my husband’s gaming headphones started not working.  I tried to call the store to see how to bring them in since I have not returned anything since Covid started and wanted to make sure there wasn’t anything special I needed to do.  Apparently the stores do not take phone calls anymore so I got transferred to a call center.  I spoke to a nice lady there who told me that I could just go into the store and return them to get a new set.  I told her I could not get to the store until this weekend and she told me my warranty expired on 3/24.  I asked if it was ok that I go in on the weekend since that would be the first opportunity I had and she said that would be fine and that I needed to just tell the person at the store I spoke with her and explain the situation.  

When I got to the store, the gentleman was very nice and he had the transaction going and needed a manager override he said since the warranty was expired.  The manager told him the system would not allow the item to be returned and that we needed to call 1-888-best-buy to have them issue a refund or “E-Giftcard”. 

I spent the next 3-4 hours in an endless loop telling the whole story to someone, then transferred to another department to tell them what happened only to be hung up on or disconnected. 

Ultimately, my problem is not resolved and all I am looking for is store credit to spend with you guys.  If I would have known it was going to be like this, I would have just gone during the week and rescheduled some prior responsibilities.  

Emerging Expert
Posts: 7,792
Registered: ‎02-25-2013

Re: 2 YR Replacement Plan - Warning

Well truely you should have made every effort to bring your head set in before the expiration date



I am not an employee of Best Buy. All opinions and comments are my own.
I am not an employee of Best Buy and all opinions left on this forum are my own. Please leave Kudo’s if you like a post or click Accept as Solution if a post answers your query.
Visitor
Posts: 3
Registered: ‎03-30-2021

Re: 2 YR Replacement Plan - Warning

Wasn’t I doing that by calling them?
Emerging Expert
Posts: 7,792
Registered: ‎02-25-2013

Re: 2 YR Replacement Plan - Warning

What your supposed to do is get online with your account and set up a geek squad appointment.

 

https://www.bestbuy.com/services/triage/home 

 

But no, calling is not the same as being there. 



I am not an employee of Best Buy. All opinions and comments are my own.

 

 

 

I am not an employee of Best Buy and all opinions left on this forum are my own. Please leave Kudo’s if you like a post or click Accept as Solution if a post answers your query.
Posts: 4,662
Topics: 50
Kudos: 500
Solutions: 281
Registered: ‎11-29-2016

Re: 2 YR Replacement Plan - Warning

Good afternoon, Ekheuv,

 

Welcome to our forums, and thank you for sharing your experience with us.  As a gamer myself, I know how much a good headset or pair of gaming headphones can add to your experience, so it’s disappointing to hear your husband’s stopped working, especially so close to the expiration of the Geek Squad Protection plan (GSP) you purchased with them. 

 

In regards to how our GSPs are fulfilled, or utilized to service the products they cover, this can vary depending on the product, and the service needed.  While there are a few different ways to schedule an appointment with our Geek Squad to obtain service for your device, be it by phone at 1-800-433-5778, or online here, once your plan has expired, we’ll be unable to offer you any service for your device.  I apologize if this information was not relayed to you accurately during your visit to your local Best Buy store, and if you have any additional questions regarding the terms of your GSP, you’ll find more information, along with the terms and conditions of your plan here.

 

Respectfully, 

SeanM|Social Media Specialist | Best Buy® Corporate
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