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New Member
Posts: 3
Registered: ‎02-11-2019

File Complaint

I have been a customer of Best Buy for years. We have purchased several tv and computers. In December we purchased a drone for our business. And we purchased insurance for it. I was told by the salesman that I could return it if for any reason at any time and it would be replced no question. I took the drone back because it was broke. The manager “Matt” told me that it would have to be sent off. I informed him what I was told by the salesman- Matt told me that the salesman was coached wrong. He did replace the drone but he canceled the insurance and I was told that I would have to purchase the insurance again for the replacement. He was rude and he turned and walked off. Now I have no insurance for the drone if anything happens to it. I would like the insurance to be reinstated for the drone that I have. This is not good business.
Posts: 5,532
Topics: 60
Kudos: 517
Solutions: 320
Registered: ‎12-23-2016

Re: File Complaint

Hello, Jsjohnson2018,

 

Thanks for joining us at the Best Buy Community forums.

 

Under the Terms & Conditions of our Geek Squad Protection Plans, most products will be repaired rather than replaced. I apologize if the salesperson you worked with didn’t give you accurate information about this.

 

It sounds like the manager at the store made an exception for you and fulfilled that plan in order to swap out the drone in store. Once a plan is fulfilled, it can no longer be used. If you do want to continue coverage on your new drone, you would need to purchase a new Geek Squad Protection Plan. That plan would, again, cover repair rather than replacement.

 

If you have any questions, please let me know.

 

Sincerely,

Kyle R|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎02-11-2019

Re: File Complaint

I asked the salesman three times that this item would be covered with this insurance no matter how many times I brought it in and he assured me that it was. I was treated so badly by Matt that he would not talk to me. The insurance is high and I think it’s ridiculous that you can only use it one time. I feel I will have to pay the price because the salesman was not “coached” correctly.
Posts: 5,532
Topics: 60
Kudos: 517
Solutions: 320
Registered: ‎12-23-2016

Re: File Complaint

Hi, Jsjohnson2018,


I apologize again if the employee you spoke with didn’t provide you with accurate details of how the Geek Squad Protection Plan works. When an item is sent for repair, the plan is not fulfilled, and can be used again, until the full value of the product is spent on repairs.


That said, we never want a manager to be rude to a customer. I’d like to at least document this for you. If you could please send me a private message, by using the link in my signature, with your name, email address, phone number, and the customer service PIN from your purchase receipt, I’d appreciate it.


Sincerely,

Kyle R|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎02-11-2019

Re: File Complaint

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Posts: 5,532
Topics: 60
Kudos: 517
Solutions: 320
Registered: ‎12-23-2016

Re: File Complaint

Hello again, Jsjohnson2018,


Thank you for providing that information. I’ll shortly be sending you a private message to discuss this further. 
You can check that message by logging in to your forum account and clicking on the orange envelope in the top right corner of the page.  


Sincerely,

Kyle R|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!