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New Member
Posts: 5
Registered: ‎12-28-2018

Complaint: Geek Squad Protection

I bought a new samsung galaxy s8 with tthe geek squad protection in May knowing that I would probably end up cracking the screen at least once during the lifetime of the phone. The came the day I cracked it so I looked online to schedule a screen replacement and back glass replacement (The agent that sold me the phone told me I could go into any best buy to have it replaced). Turns out there are no best buys anywhere around me that offer to replace samsung screens same day. After a lengthy but useless online chat session I scheduled an appointment to go in to a best buy near me to have them ship the phone to another best buy to have the screen and back glass replaced for the $99 it says on the website.

 

I went to the appointment and they said the only option was to have them ship my phone in and get a new one shipped to me or have a new one shipped to me then ship my phone out to the company. Both of which cost $150. I agreed as they explained that there was only one best buy certified to do the same day in the us and they didnt ship things to them. Before leaving I checked my phone again and showed them the $99 option for both glass replacements can be done by any store as they will ship it to the one that can do the repairs. None of the geek squad agents or store manager were able to figure out how to this so they gave the 1800 geek squad number to call.

 

I then called the geek squad member and had a 30 minute conversation with him over half of which I spent on hold. Nothing came out of the call other than him telling me if I had done the ship to the other store that can do same day replacement it would be weeks without my phone, and that he had  filed a complaint on my half about the best buy in question but couldnt do anything other than send me back there.

 

I do not want to deal with transferring everything to a new phone just for a cracked screen as that is not worth the effort for me. I also wanted the charge on my credit card not the phone statement which they also said they could not do as it was through the carrier's insurance. 

 

This whole geek squad protection is a joke and I would highly advise everyone against getting it no matter how much they LIE to you to get you to purchase it.

Contributor
Posts: 481
Registered: ‎02-07-2011

Re: Complaint: Geek Squad Protection

I saw one best buy in every state i clicked on, on their website that does Samsung repair. Nowhere that i saw said they could ship it to one of these stores, only that it has to be dropped off by a certain time for same day service. I didn't see it in the protection plan you would have signed also.
Posts: 1,915
Topics: 34
Kudos: 314
Blog Posts: 15
Solutions: 99
Registered: ‎08-08-2017

Re: Complaint: Geek Squad Protection

Hello and welcome, rbs311,

 

Like you—and many others, I’m sure—I never know what's going to happen to my phone on any given day, so I like to protect it with accidental damage insurance.  I also know how inconvenient it can be to go without my phone for a few hours, let alone an entire day, so I see why you might shy away from shipping your phone off to a repair center, especially if it would cost more than same-day repairs.

 

While almost all of our stores can process Geek Squad Protection claims for mobile phones, a handful of Best Buy locations have been selected as Samsung Authorized Service Providers and offer same-day repairs for select models.  Those stores are listed on the page linked above, so if you visited a store that wasn’t on that list, it could explain why you didn’t qualify for the $99 back glass and battery replacement service.  From what I understand, there isn't a process in place for us to mail devices to a store that does offer same-day repairs from a store that doesn't, so I truly apologize for any incorrect information shared with you by our chat agents.

 

Moving forward, you are welcome to proceed with same-day repairs at a participating store.  However, if you choose to swing by your local store which is not authorized to participate in the program, the fees and turnaround times for service would vary.  You may wish to schedule an appointment to speak with a Geek Squad Agent in person to get a better idea of what both of those factors would look like for you.

 

If you have any further questions or concerns, please let me know.  Thanks for taking the time to bring your concerns to our attention.

Sam|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎12-28-2018

Re: Complaint: Geek Squad Protection

Can you send me the info on where this store is in Colorado? Because if I go onto you website here https://www.bestbuy.com/site/geek-squad/samsung-authorized-service-provider/pcmcat1476123982741.c?id... Colorado isn't even on the list...
New Member
Posts: 5
Registered: ‎12-28-2018

Re: Complaint: Geek Squad Protection

You should really make that clear as it is incredibly deceptive to tell me I can go to any best buy and pay $99 for the replacement then tack on an extra $50 plus make me waste my time transferring my data and dropping my phone off at the post office. As had I known that the geek squad protection would not have been close to worth it.
Posts: 1,915
Topics: 34
Kudos: 314
Blog Posts: 15
Solutions: 99
Registered: ‎08-08-2017

Re: Complaint: Geek Squad Protection

Hi rbs311,

 

It doesn't look like any of our Colorado locations are Samsung Authorized Service Providers at this point in time.  Unless you are able to make it to one of those locations, we'd need to process this repair under the standard Geek Squad Protection coverage at your local Best Buy. 

 

I realize this may not be the most convenient option, and you have my apologies for the lack of clarity up front.  I will ensure your feedback is made available to our Corporate teams to ensure the terms of our programs and services are made clear to everyone at the time of purchase.

 

Sincerely,

Sam|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎12-28-2018

Re: Complaint: Geek Squad Protection

That was an incredibly deceptive sales tactic and just poor business in general selling it marketed that way. Especially when the employees (geek squad regular, geek squad manager, and store manager) at the store and help line have no idea what I am talking about when the information is on the website and the program has been around for a while. I will be filing complaints with the BBB and the FTC for deceptive business practices and I would like a corporate email to complain to as well.

Thank you,
Ryan
Posts: 1,915
Topics: 34
Kudos: 314
Blog Posts: 15
Solutions: 99
Registered: ‎08-08-2017

Re: Complaint: Geek Squad Protection

Hi rbs311,

 

Our intent is never to deceive customers, as it serves neither you nor us to create enmity.  I’m discouraged to hear this experience has led you to re-think shopping with us, but we appreciate your feedback nonetheless.  Our forums here are moderated by Corporate employees such as myself who are authorized to speak on behalf of Best Buy, and I will ensure your remarks are documented appropriately.

 

Thank you for writing to us.

Sam|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎12-28-2018

Re: Complaint: Geek Squad Protection

Thank you for passing on my grievances with the process but I feel as though something should be done to educate the employees selling these plans and the geek squad employees servicing these plans as it is completely inexcusable that one shared completely incorrect information with a potentional customer and the other had no knowledge of the plans.