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Registered: ‎11-18-2022

FORMAL COMPLAINT GEEK SQUAD, PRIMARY SUPPORT, AND BEST BUY CO. INC.

I would like to place a formal complaint against Geek Squad and Primary Support.

 

I have been trying to resolve this issue for the past two days; spending 8+ hours chatting, talking on the phone, and visiting my local Best Buy store. To say that I am extremely frustrated is a huge understatement. 

 

My original issue:

I purchased a Fujifilm X100V camera two years ago with the Geek Squad Protection Plan with ADH. I was recently experiencing issues with my camera, so I provided it to Geek Squad for repair. Please note that the camera was still within the coverage period. After one month, Geek Squad contacted me to inform me that they were not able to repair it. Since the camera is a high-demand item and currently out of stock, they were not able to provide a replacement. Without asking me what I would like, they provided my reimbursement in the form of store credit. The store credit is useless to me since the camera is out of stock, and I am not able to purchase it. The Terms and Conditions of my Geek Squad Protection Plan state that

  • "Reimbursing you for the costs towards the purchase of a replacement product of like kind, quality and comparable performance with a store credit, gift card, or check in an amount not to exceed the non-discounted Best Buy retail price, including taxes, of your Covered Product at the time you purchased it."

That being the case, I have been jumping through endless loops requesting my reimbursement be provided via check. As of the writing of this post, my request has not been honored.

 

Issue that led to my formal complaint against Geek Squad and Primary Support:

During the 8+ hours of requesting my reimbursement via check, I have experienced these issues: (1) Geek Squad agent and Primary Support Agent transferring me back and forth on the phone; (2) Live chat agent informing me that only the local store can accomodate my request; (3) Geek Squad agent from my local store informing me that only Geek Squad department on the phone can accomodate my request; (4) Same Geek Squad agent from my local store informing me that he does not know what the Terms and Conditions are since he "does not read them"; (5) Primary Care agent being very aggressive and refusing to provide Name and Employee Number after numerous requests; (6) The same Primary Care agent refusing to transfer me to his direct supervisor after numerous requests; (7) Another Primary Care agent informing me that I will receive a call from a Supervisor after the phone call ends; (8) Shortly after, the Supervisor calls me twice but ends the call without saying anything.

 

I would also like to note that these are just the glaring issues. Throughout this whole ordeal, I have been placed on hold for long periods of time without any notification whatsoever. 

 

Issue that led to my formal complaint against Best Buy Co. Inc.:

During this whole ordeal, it has been clear to me that Best Buy Co. Inc. does not adhere to their own Terms and Conditions. Again, the Terms and Conditions clearly state "Reimbursing you for the costs towards the purchase of a replacement product of like kind, quality and comparable performance with a store credit, gift card, or check...". It clearly does NOT state "Reimbursement will be provided to the same method of payment used during time of purchase.", nor "Check Reimbursement will only be provided if the product is within the Exchange/Return Period". Both of these reasons were provided to me by various Best Buy agents. 

 

During this whole ordeal, I have remained calm and respectful to everyone that I have interacted with. I have wasted more time and energy than I should on this matter. This has also caused me tremendous stress and anxiety. I am at the end of my rope, and am seriously considering taking legal action against Best Buy Co. Inc. for not following their own Terms and Conditions, and for inflicting this unwarranted stress and anxiety on me. 

 

If there are other Best Buy customers that have experienced the same issues that I have shared here, please send me a private message. Perhaps it could be beneficial for us to have a discussion together.

 

All I wanted was to spend my hard-earned money to purchase a camera at Best Buy. Unfortunately, I have been met with nothing but resistance during this whole ordeal by Best Buy agents.

 

 

Posts: 95
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Registered: ‎11-08-2021

Re: FORMAL COMPLAINT GEEK SQUAD, PRIMARY SUPPORT, AND BEST BUY CO. INC.

Good Morning, CaiThangKhanh.


Welcome to the Best Buy Community Forums. I certainly understand how you are feeling after sending your camera out for service, only to learn that it is unable to be repaired and unexpectedly receiving a store credit. Following this, not finding the support you were seeking when you contacted our teams. 

 

It appears that your camera was junked-out. This is a plan fulfillment used whenever the available parts to complete a repair under warranty are unavailable. When this occurs, Best Buy provides you with the amount you originally paid for the product in the form of store credit. You are able to use this store credit just like you would a Best Buy Gift Card, towards any purchases within Best Buy, whether that be towards a new camera, or another product. The reimbursement may take the form of a store credit, gift card, or check. However, there is no option to select the form of reimbursement you would prefer to receive. 

I would be happy to learn more about these concerns. Please feel free to send me a private message with your full name, phone number, and email address.

 

Kindest regards,

Bobby|Social Media Specialist | Best Buy® Corporate
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