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New Member
Posts: 9
Registered: ‎02-21-2019

Awful geek squad protection plan

Hello. I purchased a warranty on my surface pro which I filed a claim on for water damage : since my local store could not make a decision. It was sent off to a service center . I was told I would hear back within 5 days. I see where it was delivered but the status has not been changed. I have called every phone number and chat feature listed and not one person can help me. I’ve even called the flower mound service center 3 times during the afternoon and each time a recording said they were closed. Is there ANYONE at all who can help me? I’m a student and was under the impression this was a fast process at the time of pirchase. I am a Best Buy elite member but sadly I will lose that status this year as customer service has gotten so poor.
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New Member
Posts: 9
Registered: ‎02-21-2019

Re: Awful geek squad protection plan

[ Edited ]

You are currently connected to Agent Patrianna.
7:29 P.M.
Agent Patrianna:
Thanks for contacting Geek Squad! Before we get started, may I please have your full name and phone number?
7:29 P.M.

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sure
7:29 P.M.
{removed per forum guidelines}:
currie {removed per forum guidelines}
7:29 P.M.
Agent Patrianna:
Cool! Thanks for being a member! How may I assist you today ?[
7:32 P.M.
{removed per forum guidelines}:
well my laptop was sent off for a warranty claim but I think they lost of shipment
7:33 P.M.
Agent Patrianna:
Could you please elaborate your issue ?
7:33 P.M.
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Ups is saying they delivered my laptop to the bestbuy service center but its still showing as in transit and has not been checked in
7:34 P.M.
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I am assuming it got lost once it was delivered
7:34 P.M.
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And I am really needing this to get resolved. I thought I was buying the extra protection to help me fix issues fast. Sadly, I was mistaken.
7:35 P.M.
Agent Patrianna:
Allow me few minutes please while I check it.
7:36 P.M.
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sure
7:37 P.M.
Agent Patrianna:
Thank you for your patience.
7:44 P.M.
{removed per forum guidelines}:
No problem
7:44 P.M.
Agent Patrianna:
Is the laptop delivered to you ?
7:44 P.M.
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did you read anything I typed?
7:45 P.M.
Agent Patrianna:
#l
7:45 P.M.
Agent Patrianna:
Could you please elaborate your issue ?
7:45 P.M.
{removed per forum guidelines}:
#!
7:46 P.M.
{removed per forum guidelines}:
Agent Patrianna:
Thanks for contacting Geek Squad! Before we get started, may I please have your full name and phone number?
7:29 P.M.
{removed per forum guidelines}:
sure
7:29 P.M.
{removed per forum guidelines}:
currie {removed per forum guidelines}
7:29 P.M.
Agent Patrianna:
Cool! Thanks for being a member! How may I assist you today ?[
7:32 P.M.
{removed per forum guidelines}:
well my laptop was sent off for a warranty claim but I think they lost of shipment
7:33 P.M.
Agent Patrianna:
Could you please elaborate your issue ?
7:33 P.M.
{removed per forum guidelines}:
Ups is saying they delivered my laptop to the bestbuy service center but its still showing as in transit and has not been checked in
7:34 P.M.
{removed per forum guidelines}:
I am assuming it got lost once it was delivered
7:34 P.M.
{removed per forum guidelines}:
And I am really needing this to get resolved. I thought I was buying the extra protection to help me fix issues fast. Sadly, I was mistaken.
7:35 P.M.
Agent Patrianna:
7:46 P.M.
{removed per forum guidelines}:
So if the Bestbuy Service center is to me then yes
7:46 P.M.
Agent Patrianna:
I would like to request you to visit our Best buy store. Our expert agent will assist you in better way. If you want I can book an appointment for you and also I am providing you the link so that you can schedule the store appointment by yourself in your preferable time.
https://www.bestbuy.com/services/triage/home#geeksquad/triage
7:47 P.M.
Agent Patrianna:
Is there anything else I may assist you today ?
7:48 P.M.
{removed per forum guidelines}:
so why did you waste my time
7:48 P.M.
{removed per forum guidelines}:
do you have a supervisor you can transfer me to
7:49 P.M.
Agent Patrianna:
I am sorry no supervisor is available right now . Please contact us later .
7:50 P.M.
{removed per forum guidelines}:

7:51 P.M.

Highlighted
Valued Contributor
Posts: 1,602
Registered: ‎02-07-2011

Re: Awful geek squad protection plan

5 days from when?? You didn't say when you dropped it off. Seems like its usually a couple week turn around, if they decide to fix it maybe a little longer.
Highlighted
New Member
Posts: 9
Registered: ‎02-21-2019

Re: Awful geek squad protection plan

Thanks, I would assume having a warranty that the Geek Squad could make a decision at the store level. The product is still showing in transit but UPS is saying delivered. So now I don't know if it was delivered to a wrong location since it was never checked in at the service center in Flower Mound.  I now understand is a Microsoft Center that has unlisted numbers that nobody can call for an update.  I have learned my lessons with these warranties. Apple Care is the way to go from now on. 

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Posts: 1,110
Topics: 37
Kudos: 5
Solutions: 35
Registered: ‎11-04-2014

Re: Awful geek squad protection plan

Last Time I checked Surface Pro's along with any Surface product normally is a Rapid exchange AKA you turn in your product and get a refurbished one within 7-14 days unless its out of stock which I believe would then prompt for a instore exchange after a certain period.

Though things could have changed since I last worked for Geeksquad but unlikely.
The views that I post are my own and not that of Best Buy. ***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
Highlighted
New Member
Posts: 9
Registered: ‎02-21-2019

Re: Awful geek squad protection plan

Hey propex I think things have changed: now these computers go to an actual Microsoft service center In Flower Mound Texas. I’m shocked that nobody within the Best Buy company knows how to contact this center..
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Posts: 2,320
Topics: 165
Kudos: 236
Blog Posts: 16
Solutions: 134
Registered: ‎08-08-2017

Re: Awful geek squad protection plan

Hi curriecan,

 

Thank you for your messages.  I've responded to your private messages about this matter and am continuing to follow up with both the service center and your local Best Buy store to get a better idea of the status of your repair.  I'll continue to monitor this and send you updates via private message as they become available. 

 

Thank you for your continued patience.

Sam|Retired Social Media Specialist | Best Buy® Corporate
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