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New Member
Posts: 1
Registered: ‎05-18-2020
Accepted Solution

Complaint

I bought my son a monitor for Christmas with the protection plan. He accidentally knocked it over and the screen broke. So today I call and wait on hold for almost an hour and a half, I understand with Covid 19 it’s slowing things down but really an hour and a half. Then I was told that the protection plan I bought didn’t cover that type of accident, it only covers things like power surge damage. If I would have known that I wouldn’t have purchased the coverage. If I would have known there were different types of coverage I would have definitely chose the one with accidents like spills and falls. Anyways I told the gentleman, “well I guess that was a waste of money “. He proceeded to hang up on me without a “is there anything else I can do for you” or a “goodbye”. Super rude!
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Best Buy Employee
Posts: 1,923
Registered: ‎01-09-2015

Re: Complaint

The plan should be refundable up to the prorated amount left. It should be worth noting that ONLY Geek Squad Protection with Accidental Damage from Handling covers this sort of damage. It is sometimes abbreviated ADH on the plan documents and your receipt. Generally speaking, this is available on portable devices like phones, tablets, laptops, cameras, etc. and not stationary items like TVs, monitors, refrigerators, etc.

It’s unfortunate that the associate presented it in the manner he did. We expect employees of all levels to provide information in a polite and professional manner, even when providing news that may not be what you wanted. I’m sorry you had to deal with that.
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