11-13-2019 06:24 PM
As background, I purchased a Sharp 60" tv almost two years ago. I decided to get the Geek Squad Total Protection plan because I knew there were risks involved in investing in a budget level tv. As luck would have it, the TV started to exhibit problems a little less than a month before the coverage plan was set to expire. I logged my issue with Geek Squad, and I received an email that a certified technician from a third party would be scheduled for an at-home repair. I spoke with the tech on the phone prior to the appointment, and based on the information I provided him, he determined that a part for the TV would have to be ordered before any repairs could be completed. We agreed to hold off an appointment and he would keep me in the loop regarding the part.
I learned that the part was to be ordered through the warranty provider company AIG and was on backorder. It has been over three weeks, and there has been no information given. The technician does not have access to AIG to determine the timeline of this part. Within this span, the TV has gone completely dead. I attempted to contact Geek Squad via onlien chat to request a phone number to call AIG about the part. The two phone numbers i received brought me to AIG's life insurance and retirement services, nothing to do with tech support or tech warranty. I called the Geek Squad hotline instead, and spoke to a representative who gave me two new phone numbers. Calling these numbers got me to AIG representatives, but we immediately hit another dead end as they had no information with my name, phone number, or email address in their system and thus had no way of looking up this order. This is concerning because it brings into question whether or not ANYONE even knows about my repair order even though I have emails indicating that I did indeed raise the issue and have the third party vendor contact.
I am running out of options and this is entirely unacceptable. The amount of time I have had to spend waiting on the phone, contacting numerous people, all to be met with run arounds and dead ends is not what I expected. If anyone on here can help raise this issue it would be much appreciated, as this seems to me to be a total breach of contract as I raised the issue well within the period of my coverage period and I know for a fact that this issue is indeed covered by the plan.
11-14-2019 04:13 PM
As an update to this situation, I had gone to my local Best Buy (Best Buy Tustin, CA) and spoke with the Geek Squad rep who was there. They were not able to find records of my repair request other than that I did have a plan but it expired in the midst of this fiasco.
I was then introduced to this person's manager who said he would escalate the issue after taking some information down, and informed me I should receive a call within 1 or 2 business days. Well, I haven't received any calls at all from anyone, and am still at a loss with what to do. All I have is a useless coverage plan THAT I PAID FOR and a broken TV that should have been covered. Best Buy, seriously, is this how all repairs are going to go? I honestly never want to deal with this terrible excuse for customer service ever again, but its such a financial hit for me to invest in a new TV without getting anything for the one I currently have. I need to know what the deal is with my request and whether or not anything is going to be done about this.
11-15-2019 01:26 PM
Thank you for joining our community forums. I know that buying a TV is no small investment and if I were in your shoes I would want to take full advantage of the Geek Squad Protection plan. I'd like to take a look at your previous case history to get a better understanding of what happened and to see how we can best assist you moving forward. Can you please send me a private message with your:
You can send me a private message by clicking the blue button at the bottom of my post across from my name. I look forward to further researching this for you.