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New Member
Posts: 5
Registered: ‎03-10-2019

Disappointed!

Hello There,

I usually trust my technology needs to Best Buy and Geek Squad to protect my purchase. I purchased my HP laptop from Best Buy back in 2016 and purchase the Geek Squad 3 years maintenance plan. In June 2017 the laptop needed a service. I took the device to my local Best Buy store and they informed me that they have to send it out for repair which will take about 2 weeks. I decided to drop it off while I will be gone on vacation in mid July. I returned back in mid July with my laptop and left it to be repaired. I picked it up back in August of 2017 after I returned from my vacation. 

In January 2019, I noticed that the battery life is getting shorter and is not holding charges for long. I spoke to a Geek Squad associate while I was at the store purchasing another laptop and he told me that I need to drop off the laptop because the battery for this laptop is internal and cannot be shipped individually to my house. He also suggested to order me a charger to see if that will fix the problem. Two days later, I received just a "Cable" not a charger. I went the store and told another associate the story and he informed me that my Geek Squad plan was canceled!!!  

I became very disappointed but had to go because I had work. I tried calling Customer service and no one was able to help me. They said that the laptop was fixed THREE times back in 2017 and reached the maximum benefit allowance. I was surprised because I was NEVER informed about that before. Also the laptop was repaired only ONCE not three time. I feel mislead because I knew that my investment should be protected by the plan till August 2019 and I was surprised to find out that I have no protection over my purchase. I am requesting the attention of someone who can authorize a solution to this problem. I believe it is NOT fair to mislead your customers who trust you with the plan that can protect their investment. 

while I completely understand the terms and conditions of the plan, customers should be notified and be made aware if the repair will cost them their whole plan to be terminated (which in my case never took place). I have purchase maintenance plans from other stores such as Sam's Club and when I ran to a similar problem, they refunded me with the price of my device. I understand that Geek Squad plans work in a similar way but was never informed that the ONE and ONLY repair that ever performed on my laptop had cost me to lose my plan. I paid $800 for the device and $300 for the plan and now I own a piece of junk!!!!!

I will never trust Geek Squad or Best Buy with my technology needs and I have learned a lesson that cost me $1100. I am very dissatisfied and if I was to rate this service I would give it 0 out of 10

Posts: 256
Topics: 13
Kudos: 21
Solutions: 16
Registered: ‎10-19-2017

Re: Disappointed!

Hi Nermin, 

 

I am a big fan of Geek Squad Protection and the benefits it brings so I can understand the disappointment that acme when you found out that your plan had been cancelled. 

 

While we are unable to reactive cancelled plans and cannot guarantee any specific results, we'd be happy to take a more in-depth look into your experience. So that we can, could you private message us your phone number, full name, and email?

 

To send a private message, simply select the blue box labeled Private Message to the right of my signature. 

Faith|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎03-10-2019

Re: Disappointed!


@Faith-BBY wrote:

Hi Nermin, 

 

I am a big fan of Geek Squad Protection and the benefits it brings so I can understand the disappointment that acme when you found out that your plan had been cancelled. 

 

While we are unable to reactive cancelled plans and cannot guarantee any specific results, we'd be happy to take a more in-depth look into your experience. So that we can, could you private message us your phone number, full name, and email?

 

To send a private message, simply select the blue box labeled Private Message to the right of my signature. 


Hello Faith

I have replied privetly to your message and it had been about a week and no one ever contacted me! This adds to the frustration.

 

Posts: 8,865
Topics: 422
Kudos: 612
Solutions: 382
Registered: ‎09-29-2008

Re: Disappointed!

Hello, Nermin,

 

Thank you for your message.

 

On looking into your situation, I note that Faith did reply to your private message. To check your forum inbox, ensure that you have signed in with your username and password, then click on the envelope icon in the upper right of this page.

 

Thank you for writing to us.

John|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎03-10-2019

Re: Disappointed!

 Thanks John

I just noticed that Faith did reply. I apologize for stating that she never did. However she replied through a private message and I never received an email or a phone call.

I still disagree since I was never made aware that one repair would cost me my plan. My understanding is that in case if the repair will cost close to, or more than, the value of the device itself, they should replace the item and roll over the protection plan. In my case the repair was made, and the plan was canceled without a notification or an approval from me.  There should be another way of looking at this. I am well aware of the plan terms and conditions but the fact that I was never informed of the cost of that repair job and the fact that the cost had exceeded the allowance of the plan and the decision was made to go forward with the repair was on my expense. I still feel it is not fair.

That is why I don't accept that as a solution.

Thank you

Posts: 2,649
Topics: 81
Kudos: 173
Solutions: 90
Registered: ‎09-29-2008

Re: Disappointed!

Hi, Nermin, 

 

I can understand that you would be upset to have the Geek Squad Protection Plan fulfilled. There is no approval needed from the customer when the product has exceeded the maximum amount of benefits available. I apologize for the inconvenience that this might have caused you, and our team appreciates your feedback on the matter. We will be happy to document your experience to have it available for our business partners to review. 

 

Respectfully, 

Karina|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎03-10-2019

Re: Disappointed!

While I appreciate your time Karina, and your help to bring the problem to the team. However how this is going to help solve my problem or improve my current issue?

I am still not convinced that Best Buy reserves the rights to cancel my plan without any notice and without any prior notice! I believe that the customer should reserve the right to be notified on a minimum level.  

I feel mislead and deceived over this protection plan which I thought my investment is protected for another 6 months while I have had NO protection!

Posts: 2,649
Topics: 81
Kudos: 173
Solutions: 90
Registered: ‎09-29-2008

Re: Disappointed!


I am sorry that the answer we sharing is not the response you were hoping to receive when you posted on our boards.

 

For details on the the Geek Squad Protection terms and conditions visit us online here.

 

Thank you for visiting Best Buy's forum,

 

 

Karina|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎03-10-2019

Re: Disappointed!

Thank you, Karina, for your time and effort. I am sorry but I am still not seeing it fair so I will file a complaint with the FTC.