02-20-2019 04:00 PM
I purchased headphones as a gift at Christmas. They had issues so I went in this week to exchange them. I was told the $35. For added protection doesn’t transfer to new set. I asked if then just refund then and she said no it’s policy I just lost it. Then they wanted me to repurchase it. I feel like I’ve been ripped of. Never again will I purchase it from Best Buy.
02-20-2019 04:27 PM
Welcome to our community. I listen to music almost every hour of every day, so I'd instantly notice an issue with my headphones if one occurred. Covering your products with a Geek Squad Protection (GSP) plan is always a great idea, but I'm sorry to hear you still left our store feeling disappointed after seeking help with your product. I'll be happy to clarify a few things here.
Since we're no longer within the parameters of our extended Holiday Return & Exchange Promise, Best Buy would be unable to offer a refund at this point in time. However, as it sounds like your headphones are still within the manufacturer warranty period, you should have two options. First, you could request an exchange under your GSP plan (as you did) which would fulfill the plan, and you'd have to purchase a separate on the new headphones since your first one essentially covered the cost of a replacement product. Your second option would be to seek assistance through the manufacturer, in which case your GSP coverage would still apply to your product if the manufacturer replaced it. I'd invite you to review the terms and conditions of your GSP plan (to which you agreed at the time of purchase) if you have further questions or concerns.
Thank you for writing to us.