11-10-2018 05:46 PM
BEWARE -- Geek Squad protection plan is a complete FRAUD! DO NOT fall victem to their lies. I was told if my TV broke that they would replace the TV if it could not be fixed. LIES! they refuse to replace OR repair the TV. Instead, they will only refund the original purchase price of the TV MINUS the cost of the protection plan. I am also responsible for unmounting the tv and returning it to the store for the refund of course.. Completely contradictory to what I was told. Do not trust what they tell you or take their word for anything. They only care about telling you whatever you need to hear to separate you from your money. Also, be prepared to wait on hold for 30 minute to an hour to talk to one of their rude "customer service" agents. SCAM!
11-10-2018 06:50 PM
It sounds like they are following the process according to the terms of the plan. In the instance where the tv cannot be repaired, they will replace it with a comparable unit up to the initial price paid for the item. Typically, as technology improves and costs go down, the process is simple and seamless. There are always going to be exceptions, and those are usually tied to purchases made at extreme discounts like a Black Friday Sale or Open Box discount. This is the reason we outline it in the terms and conditions: it should be pretty straightforward that you'll never get more money back to put towards a tv than you initially spent but this comes up on occasion so we make sure to include it in there so that there is zero confusion.
As for the cost of the warranty being refunded, this Protection Plan is what is allowing the return to happen. Just because it is covered by the plan doesn't mean that there are zero costs associated with it. If you use your car insurance and they total your car, they don't refund your premium. This is really no different than that.
Within at least the last 5 years Geek Squad Protection does cover unmounting and reinstallation, but only if you originally had Geek Squad mount the television in the first place. This is due to the liability associated with mounting a television, we simply cannot guarantee that the original installer did it correctly. If you are willing and able to remove the set from the wall, they should be able to set up a return/exchange pickup eliminating the need to head back to the store. Of course, reinstalling the television on the wall would not be covered but can be added as an additional service if you like.
I hope this helps guide you through the information you received and quells any notion of impropriety. Best Buy strives to get the right information in front of our customers so that they can make informed decisions on their purchases.
All the information I have provided can be found here: https://www.bestbuy.com/usw/termsconditions/anonymous All you need to do is select the date range of your purchase under Geek Squad Protection Plan.
11-10-2018 07:12 PM
11-10-2018 07:23 PM
11-11-2018 12:38 AM
Simple - as the last paragraph states I AM an employee....however, I speak from experience and general knowledge with no real authority to resolve issues. I like helping others and love my job, so I hang out here on my own time assisting when I can. Due to the amounts of traffic that flow through the boards, oftentimes the contributors can point people in the right direction before the moderators get to their posts. The folks here that have -BBY in their board name work out of corporate on the Social Media Team are the ones who provide the OFFICIAL answers, have access to a deep variety of resources to solve problems, and can get in touch with other teams in order to resolve issues.
11-11-2018 12:39 AM
11-11-2018 12:48 AM
I think you have the wrong post, this person has not even mentioned the brand of their tv. You posted that in another topic, and the Sony number is still there.