10-29-2019 03:17 PM
This is more about the geek squad than it is about best buy. The geek squad tends to want to wash their hands of issues with products despite the warranty you purchase. I tried to take my Xbox one x back with issues it was having. They said they would have to send it out and could take about 4 weeks and they more than likely they won’t even fix it because they couldn’t find a problem at the GEEK SQUAD counter. CHRISTIAN, the geek squad manager recommended I take it to the Microsoft store in San Diego because it was still under the manufacture warranty. Keep in mind I have a 2 year best buy warranty and was only 9 months into the warranty. When I took it to Microsoft the tech acknowledges the issue right away said he recommend the console to be replaced by best buy in order to keep my best buy warranty and he would right up a letter explaining that the console was defective and needed to be exchanged. We called BestBuy and when I spoke to the geek squad about this again CHRISTIAN the manager, they said they would not honor it a letter from Microsoft, He then said have them exchange it there and give him the serial number of the new one and they would change that information in the system. Once we did that Christian said that he couldn’t change it because the system couldn’t find that product code. He said the best he could do at that time was refund my warranty at ap prorated amount. Now I have an Xbox one x and no warranty.
I am a premier plus customer of best buy but after this I am not sure I want to deal with best buy anymore in particular the Geek squad.
10-30-2019 06:27 PM
Welcome to the forums!
Issues with an Xbox can definitely bring up a lot of concerns. While they are essentially a computer, they don't have the interface of one. So diagnosing issues can be a little trickier. In this situations, the consoles are usually not inspected or repaired in-store. They are sent out for repair or replacement at our repair facility. That being said, it is strange to see that you had issues with your Geek Squad Protection plan but I'd ask that you continue to work with the store to see if they can assist in any way. Once the plan is closed, it can't be reinstated, and we are generally unable to move a protection plan over to another device that isn't replaced by us.
11-12-2019 04:59 PM
I have tried that. No success. Christian the geek Squad Manager of the El Cajon, CA washed his hands of it . I ended up getting a replacement via Microsoft with no warranty. I am Not a happy customer at all.
My complaint here is that I was willing to ship it out and I had a replacement at home since last year we bought 3 Xbox one x for the house. However Christian the geek Squad Manager kept telling me that they would not find anything wrong with it because he couldn’t find anything wrong it. Red Flag #1 he is not a TECH. So that is why CHRSITAIN the geek squad manager told me to take it to the Microsoft Store in San Diego, CA. If that is NOT the Policy why did he suggest this in the first place? He assured me that if the Microsoft tech there found the problem to have them exchange it out, and to give CHRISTIAN the Geek Squad Manager the serial number and he would move the geek squad warranty to that serial number. once the exchange was done CHRISTIAN the geek Squad Manager informed me that he couldn’t switch it and all he could do at that point is refund me my pro-rated warrant money. SERIOUSLY THAT IS A BORDERLINE SCAM!!!!. Microsoft even was going to send a letter to them explaining the problem and that an exchange was needed. and CHRISTIAN the geek Squad manager said that wouldn’t work because they don’t do exchanges.
RESULT= Remanufactured XBOX ONE X REPLACMENT VIA MICROSFOT CORP (NOT BEST BUY) with no warranty.
In my opinion CHRISTIAN should either be retrained of BEST Buy 's Policies and Procedures and customer service or replaced with a more inept customer friendly Manager for Geek Squad.
Needless to say, since ZERO resolution took place via Best Buy, I will be shopping else where for electronics for the holidays this year. Last year we spent over $10k at best Buy on TV,s 4 Cell Phones, 3 Xbox ONE X , 2 surround sound system , car stereos and installations, several high end noise canceling headphones, and several games and blue rays. This is NOT How a customer should have to go through let alone a “My Best Buy Elite Plus “customer.
11-13-2019 11:00 AM
Thank you for providing us with those additional details, although we wish it were under different circumstances. This certainly isn't what we like to hear as it doesn't line up with our core values or expectations. When tech doesn't work optimally, it's important to get it repaired as quickly and efficiently as possible. We appreciate you choosing and trusting Geek Squad with your tech.
We apologize for any confusion or inconvenience this may have caused you. As Dave mentioned, this would best be discussed with the store leadership team. Since receiving the replacement unit, have you had a chance to speak with the Geek Squad Manager about your experience and for more details about what happened?
11-13-2019 01:14 PM
I tried to Speak the the Store Manager however i am met with they will hvae to call me back and i have yet to receive a call. in Fact i visited the store again on Veterns days 11/11/19 at 630pm and was told i would get a call from a manager. I am still waiting on that call. I refuse to Deal with the Geek Squad Manager since he was what caused all this to take place to begin with . I am at wits end on who to contact in regards to this situation.
11-13-2019 01:33 PM
I appreciate that clarification, although it is strange that you have not heard back from that team. I'd be more than happy to reach out the leadership team at that location on your behalf. To do so, can you please send me a private message that includes your full name, phone number, and email address? You can send a secure message by selecting the "Private Message" option below in my signature. I look forward to working with you!