Best Buy Repair Support

[kenzieblair23]

My name is Mackenzie {removed per forum guidelines}. I purchased a Vizio 70”, now at this point, a year ago. I also purchased a “protection plan” with which I was WORD FOR WORD from your sales employee would cover everything “literally if you get mad while playing video games and throw the controller and break it, our plan covers it”
As of 11/10 my family and I moved cities and somehow along the trip the tv screen was broken. It is not heavily damaged as it was not even noticeable until you turn it on, then you can see the little impact area.
My issue is the way I have been treated since.
11/14 I returned to the store I purchased my tv from assuming since I had the protection plan, I was covered. I walked to customer service. The girl I originally talked to was sweet and helpful. She looked up my info, saw I had the protection plan, had me carry the tv into the store, and told me she had to have a manager come sign it off and that “ I fell within the time frame of my protection plan and she didn’t see an issue with it “ I was then met by the manager on duty who was absolutely HORRIBLE to me. He told me there was no way I purchased a protection plan because they “don’t exist for TVs” I told him what the sales employee told us about damage and throwing a controller and he told me well “nope there’s nothing I can do for you”
I asked him if there was a way to have it repaired and he even went on to tell me that “he could send out the geek squad but they would tell me it was pointless.” Then proceeded to tell me my tv was “trash at this point.”
With the way he treated me I was mortified, and left. I have never been treated like that. And have used the protection plan once before for a blue tooth speaker years prior.. I assumed I would just try a different Best Buy location, where the manager there took the time to explain to me I had purchased the wrong protection plan.. she told me it was an issue the store could not handle but I would possibly have luck calling customer service and seeing what they could offer me and wished me good luck.
I talked to 5 different people. Told the story more than 5 times. Some of the people couldn’t even understand my story and most the calls were dropped. We finally spoke with one man who sent out geek squad this morning who then tells us HE CANT REPLACE THE SCREEN. Finally having someone in person we tell him the entire story. Which he explained the protection plans DONT COVER TVS.
I AM SO DISAPPOINTED AND EVEN CONFUSED AT THIS POINT.
WHAT DID I PAY FOR?? Was I lied to from your sales employee just to make a sales??

I have been ran through the ringer and retold my story literally 15 times and still have not even received an honest answer.

My family and I have purchased many products from Best Buy over the years and have always purchased protections plans. Ive even told friends and family to purchase from Best Buy and get their protection plans because I thought you guys stood behind your plans!

I want an honest answer on if my money was wasted by purchasing a tv from you. If this is how you run your business, I will take my business elsewhere. And be sure to share my experience with others around me.

[jdogg836]

Honest answer:  Geek Squad Protection does not include Accidental Damage from Handling coverage unless specifically stated. This shows up on the receipt with an extra ADH.  The types of devices that have these are generally small, portable, and easily dropped items like phones, cameras, laptops, etc.  Items excluded from this would be most of your large stationary devices such as refrigerators, washers, tvs, etc.  

While I was not there and cannot speak to what was presented, I do know that every purchased protection plan generates an email with a link to the coverage terms and conditions for this very reason, to give you the ability to review and make sure it's the right fit for you.  Within the return period, the coverage is fully refundable.  A year later, you'd still be entitled to a pro-rated amount equal to the remaining 3 years of coverage that you were unable to use.  

With a cracked 70" panel, it is unlikely that you'll find the repair to be advantageous.  If the panel itself is available, you'll most likely find the cost of that major part + the labor to be cost prohibitive.  In most cases, this type of repair can exceed the cost of a new television.

[AndrewB-BBY Social Media Specialist]

Good afternoon, Mackenzie,

Welcome to our community forums and thank you for taking the time to let us know about your experience with this Geek Squad Protection plan. Having recently purchased a new TV, I know how important it is to have the peace of mind that these plans offer. Our goal it to make it as easy as possible to use this and I'd be happy to help clarify what benefits that these plans offer.

Geek Squad Protection plans are designed to extend and enhance your manufactures warranty. This includes coverage for things like bad pixels, remote failure, as well as wear and tear. While I wish I had a different answer, accidental damage is not covered under a Geek Squad Protection plan for a TV.

I would like to make sure our store locations are providing the correct information. Which stores did you visit? Do you recall the name of the store manager you spoke to? Any additional information would be very helpful so I can continue to look into this.

Regards,

[kenzieblair23]

Thanks for reaching back out!
I know this is not an issue with you personally so I apologize when I come off harsh.
I never received an email but I did still have a receipt from purchase date that showed I had purchased one. The “fine print” shouldn’t matter if you have “trusted” sales associates telling you what all your purchasing entails. It’s not like he told me it covered everything and then leaned over and whispered, I’m totally lying to you.
I know the rhetoric lines you all are to follow are 9 times out of 10 scripted to de-escalate conflicts that arise but it does not take away from the issue at hand.
It is wrong to promise one thing when purchasing an item and then say it doesn’t exist or “if you read the fine print”. That is flat out WRONG. And reading through reviews online this has been an issue with numerous people. There are plenty of other companies who offer protections and stand by what they say. I will be sure to give them my business and be sure to inform others the truth of Best Buy’s “protection plans”
The Best Buy i purchased and then visited again was 5801 N May in Oklahoma City, OK.
I never received the managers name as he made it obvious he hardly wanted to talk to me. I visited on a Sunday afternoon of 11/14. And I can guarantee you, I will never be back.
I also could not even call location to ask for his name. You have automated services that direct you to a customer service that is miles and states away. Smart way to prevent and to control conflict but also very very wrong to treat people like so. I’d have to go into store and act a complete idiot to even be heard. It is ridiculous!!

[AndrewB-BBY Social Media Specialist]

Hello, Mackenzie,

Thank you for following up with me and providing some more details about your visit to our Best Buy Oklahoma City North location. I'd like to document your feedback here at our Corporate Campus so we can continue to improve our customer service in the future.

I will need some more information in order to do so. Can you please send me a private message that includes your:

Full name

Email address

Phone number

You also mentioned that the original sales associate you spoke to provided the wrong information. Do you recall their name? You can send me a private message by clicking on the blue button at the bottom of this post. I look forward to hearing back from you.

[kenzieblair23]

Mackenzie {removed per forum guidelines}
{removed per forum guidelines}

{removed per forum guidelines}

I unfortunately don’t know his name i looked on the receipt and couldn’t find a name either. He was younger, and dark hair. I even walked the store to see if I could find him with no luck.

[AndrewB-BBY Social Media Specialist]

Hi there, Mackenzie,

Thank you for following up with me. I had to remove several pieces of information from you post as it was not sent as a private message.

I'll be sending you a private message shortly. You can check your inbox by clicking on the orange envelope in the top right corner of your screen after logging into your forum account.

[nckhammond]

A couple of things popped into my head while reading this.

Generally accidental damage claims only apply to things that happen during 'normal use' of the item. They would probably Deni that the damage occurred outside of that anyway.

And. Did you happen to rent a U-Haul for.the move? If you did and purchased Thier insurance maybe it would be covered by uhual?