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New Member
Posts: 1
Registered: ‎05-08-2020

Formal Complaint

Hello everyone,


I've recently had an awful experience with Best Buy. One and a half years ago I purchsed a Macbook Pro from Best Buy in Oakland, CA. Now, when I bought the laptop I was offered accident coverage which I purchased in store that day. At least that's what I thought I was purchasing when they rep sold me Total Tech Support. I vividly remember the rep telling me that I could spill an entire glass of water on my $2,000 Macbook Pro and that I would be covered. Fast forward a year and a half and lo and behold I spill coffee on my latop and it is fried. At first I'm very upset, but then I remember that I have the accident coverage. The next day I call geek squad to ensure my coverage and to set up a repair appointment at a sore in New Hampshire. I now live in Maine but because of our current pandemic New Hampshire was as close as I could get an appointment, its an hour drive each way.


I am informed by the rep on the phone that Total Tech Support does not cover accident damage I explain to him the situation and that I was told that TTS covered accidents. He put me on hold to speak with his supervisor and when he returned he told me that Best Buy was going to honor the accident coverage! I was very happyand thankful. He informed me that he was going to send notes to the store in New Hampshre explaining the situation and that I would be all set when I got there for my appointment I the ask the rep for a confirmation and a case number both of which he gives to me. This phone call took an hour. 


The next day I drive to New Hampshire, one hour, and when I arrive at the store they have my appointment, but that's it. No notes, no nothing. I explain to them the situation, and the General Manager of the store double checks all of his emails and let's me know that there's no notes.I give him the case number and drop off my laptop with the geek squad rep. At this point I assume that there's just a small miscommunication and I am happy because I have the case number and I'm sure that this will get straightened out. This meeting at the store took abour an hour, with a one hour drive home. We're at a grand total of four hours of my time. 


Today I wake up and call geek squad again with my case number handy. I get in touch with a rep and I give them the case number. There are NO NOTES at all. I then explain the situation to this person who is very polite and she assured me that she was taking extensive notes on our conversation. I'm on the phone with her for 45 minutes we hit a dead end and I ask to speak to her supervisor. She puts me on hold. I'm on hold for 10 minutes and then the call is cancelled, not dropped, but cancelled. I was disconnected. I wait an hour and I recieve no call back. We're at 6 hours.


I call back after the hour and I speak with a rep. I once again have to explain the entire situation because there are NO NOTES from my previous conversation even though the last rep assured me that she was taking extensive notes. I once again hit a dead end with the person I'm talking to and they transfer me to a supervisor. Third time's the charm! I feel at least I'm going to talk to someone now who has the power to actually help me. Instead of that happening this person was extremely rude. Implied that I'm making things up and told me that this situation sounded like my problem and my fault. They were rude throughout and just refused to even attempt to help me. I was shocked. I left the line after he refused to transfer me to somebody else. We're at 8 hours of my time.


I am shocked by the complete lack of care, customer service, or communication from Best Buy with this situation. It honestly feels like they'd prefer to gove me the run around rather than help me with my problem. I have spent thousands of dollars at Best Buy over the years. I am an elite member. I even paid $400 over the last two years for Total Tech Support, a product that I was under the impression would protect my computer, I don not need this product at all. 


This has been an awful, stressful, and frustrating experience. Best Buy just lost a loyal customer.



Valued Contributor
Posts: 1,711
Registered: ‎02-07-2011

Re: Formal Complaint

Normally they sell apple care for apple products. Have you tries typing you serial number in on Apples web site to check?
Posts: 687
Topics: 28
Kudos: 122
Solutions: 28
Registered: ‎11-23-2018

Re: Formal Complaint

Hello, woodnote8, and welcome to our online community!

Thank you for reaching out to us through the forums. As you can tell, we are a little backed up on inquiries, and I apologize for this delayed response. Regardless, we want to make sure you receive the support you've been searching for with your recent repair experience.


I understand your time is valuable, and I hate to hear about the difficulties you've experienced when trying to service your laptop under a Geek Squad Protection plan. I know how frustrating miscommunication can be in this kind of situation, and I'm hoping I can provide any further assistance you may need now.


Please send me a private message including your full name, email, phone number, and any service numbers. I'm happy to look into your previous cases and account on my end. You can find the blue option to message me to the right of my name, below.


All the best,

Allison|Social Media Specialist | Best Buy® Corporate
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