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New Member
Posts: 2
Registered: ‎11-10-2018

Geek Squad SCAM

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!

Best Buy Employee
Posts: 554
Registered: ‎01-09-2015

Re: Geek Squad SCAM

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.

I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
New Member
Posts: 2
Registered: ‎11-10-2018

Re: Geek Squad SCAM

I appreciate your comment... but I don’t think you understood. I’m not looking for more than the tv is worth. I want the tv that I have to be fixed in accordance to my agreement. Or a comparable 1 for 1 replacement to the tv. The repair technician said he could replace the panel but they chose not too. And according to the technician, they will not deliver the tv. I am willing to mount and un-mount the tv’s myself but he said I will have to ask Best Buy if they will pick up and deliver the tv’s. I won’t hold my breath waiting for that to work out favorably....
Member
Posts: 18
Registered: ‎11-09-2018

Re: Geek Squad SCAM

Wish they had that plan when i bought my first plasma. 2700$ buys a hell of a better tv now.
Best Buy Employee
Posts: 554
Registered: ‎01-09-2015

Re: Geek Squad SCAM

Wow, I can certainly understand your frustration. There are definitely some big opportunities for improvement.

In accordance with the terms, if at our discretion, the cost of repair is too high we will opt for a replacement. When there isn’t one available, a credit up to the value of the television is provided. Do you have the model number handy and price paid for the set? Perhaps I can shed some light on why they deemed no comparable sku and were offering a credit. Unless the tv was bought under a deep discount, or it’s a feature that has lost popularity and is only on high end niche TVs, typically a 1-1 exchange is possible.

As for the second point, I would definitely revisit that portion with the store’s leadership because that is simply not true. The standard delivery team would be able to deliver and pickup on a junkout exchnage, it’s sort of standard fare in their world. The only catch, as I mentioned before is the mounting situation which you’re willing to do.
I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
Member
Posts: 18
Registered: ‎11-09-2018

Re: Geek Squad SCAM

Cant figuire this out says jdogg836 bestbuy employee. No one not an employee can give you that entilement. So why the last paragraph?
Best Buy Employee
Posts: 554
Registered: ‎01-09-2015

Re: Geek Squad SCAM

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. 

I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
Member
Posts: 18
Registered: ‎11-09-2018

Re: Geek Squad SCAM

Not the tv guy. I'm just a guy that wants you to help your company fix your policies/problems an treat people right. Is all over a simple cell phone ploy with no apology. Of course you could of givien sony help also biut instead gave him some "rude customer service' and delete the sony customer service line phone number i gave him? How pathetic are you guys?
Member
Posts: 18
Registered: ‎11-09-2018

Re: Geek Squad SCAM

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Best Buy Employee
Posts: 554
Registered: ‎01-09-2015

Re: Geek Squad SCAM

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.  

I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***