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Posts: 1
Registered: ‎11-22-2019

Frustrating Geek Squad Experience



I recently arrived home after a very frustrating experience at Best Buy.  I arrive at 6:15pm, for a 6:20pm Geek Squad appointment.  An area of the screen was not responding to touch. I had the best buy protection plan and they said I could get the phone replaced.  But because it was a Pixel 3a, they had the refund me the cost of the phone, which could then be applied to another new phone.  That was fine.  But then the process began.  I worked with three different people.  The backup took some time, which was to be expected.  But the process of activating my phone took 3 hours.  There was miscommunication between the three Best Buy employees.  Two of them did not know how to work with a google pixel, which led to them having to activiate the SIM and setup the transfer twice.  The third employee forgot to apply the store credit (issued by Geek squad) to the new purchase - so that process had to happen twice.  And and more frustrating, I had to pay $130 on top of the gift card.  I had to re-purchase the protection plan, even though it has only been 2 month into the protection plan on the original phone.  It also cost more because I purchased an open box for the first device.  It seems unreasonable to have to repurchase the plan.  And it was even more unreasonable that I had to spend 3 hours resolving this issue.  I would really like Best Buy to remedee the time I wasted waiting around while the employees made the process drag out.  I'd like a response from a Best Buy representative.  

Posts: 133
Topics: 4
Kudos: 15
Solutions: 1
Registered: ‎12-04-2018

Re: Frustrating Geek Squad Experience

Greetings, kimmiemacl.

Thank you so much for taking the time to join our Community here on the Best Buy Forums. Although, I do sincerely wish it were under better circumstances. We rely on our cell phones daily to keep connected, so there is never an ideal time to be without one.

Furthermore, it is certainly never our intention for these kind of processes to take any longer than absolutely necessary, and I do sincerely apologize for time lost to dealing with this process.

Regarding your Geek Squad Protection (GSP) plan, your plan is considered fulfilled should we end up replacing your phone, or issuing you a store credit for your Covered Product. This can be found in the Terms & Conditions under 12. c. I. if you wish to learn more about this.

I do understand this may not be the answer you were hoping for, however, I do sincerely hope this information helps. Please let me know if you have any additional questions as well. I'm always happy to help.

Kindest regards,

While I understand this may not be the answer you were hoping for

Michael|Social Media Specialist | Best Buy® Corporate
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