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New Member
Posts: 1
Registered: ‎01-11-2019

DO NOT BUY THE PROTECTION PLAN: Best Buy Plan Does Not Cover Anything

I purchased a 50-inch TV from Best Buy in Feb 2017 along with a 5-year geek squad protection plan. Throughout the year, the TV would randomly restart itself, which made watching any programming very difficult.

 

July 2018: I called Geek Squad to fix the issue and the first time, the technican says he doesn't know what the issue is but recommends that I purchase a new router with a long HDMI cord because it may be a wifi issue.

 

I purchase the items that he recommends.

 

Nothing changes. TV continues to restart itself randomly.

 

August 2018: I call Geek Squad again. They send out another technican. The technician can't figure out why the issue may be happening. He unplugs the TV to restart it and plugs it back in again. Then he says that should fix the issue.

 

Nothing changes. TV continues to restart itself randomly.

 

September 2018: I call Geek Squad again. They mail a new wifi card and network card. Technician installs it.

 

Nothing changes. TV continues to restart itself randomly.

 

I just live with the issue until Jan 2019 due to work demands.

 

January 2019: I call Geek Squad to make another appointment for the same issue. They inform me that my 5-year plan is now expired and cancelled. When I inquire why, they say it's because it's been fulfilled. The technican solved the issue and I've met the "monetary" portion of the claim. There is nothing more they are able to do unless I pay cash out of pocket for another diagnostic.

 

In conclusion, despite paying for a 5-year protection plan, Best Buy cannot fix the one issue that plagues my less than 2-year old device.

 

Do not purchase a "Geek Squad Protection Plan" unless you want to end up with a faulty device, hours wasted on customer service, and lies from Geek Squad.

New Member
Posts: 2
Registered: ‎01-11-2019

Re: DO NOT BUY THE PROTECTION PLAN: Best Buy Plan Does Not Cover Anything

Personally after having repaired TV's for almost 30 years, I'd never think it would be WiFi related. There is a possibility that if the TV is connected VIA HDMI to an audio receiver and it's doing all the switching, that could be the issue, Personally all of my devices are routed through our Onkyo receiver VIA HDMI switching. About every few months the TV will turn itself on by itself along with the receiver. Once I perform a master reset on the receiver, the issue goes away. In my case unfortunately it's the nature of HDMI and control signals over the cable. Hope that helps Smiley Happy

Posts: 2,976
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Registered: ‎11-29-2016

Re: DO NOT BUY THE PROTECTION PLAN: Best Buy Plan Does Not Cover Anything

Good afternoon, Katherine_W,

 

Welcome to our forums, and thank you for sharing your feedback with us.  I can only imagine my disappointment if my new TV was no longer functioning as expected, especially so shortly after my purchase, so I completely understand your frustration with your experience thus far. 

 

As it sounds like you’re aware, once your Geek Squad Protection (GSP) has been fulfilled, there would be a charge for any services our Geek Squad performs on your TV.  While I can’t promise a different answer than what you’ve previously been given, I would like to review your purchase further, to make sure we’re exploring all options available to you.

 

For me to review your purchase, I’ll need you to send me a private message with the following pieces of information:

 

  • Your first and last name
  • Your phone number
  • Your email address

 

This should be enough information for me to begin my research.  To send me this information privately, be sure to use the blue “Private Message” button in my signature.

 

Looking forward to hearing from you,

SeanM|Social Media Specialist | Best Buy® Corporate
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