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New Member
Posts: 2
Registered: ‎11-27-2019

Geek squad protection return issue

I just went to store and tried to get my son's Vmoda wireless headset that is only 3 1/2 months old fixed and was told they just replace them. I was asked to look for them myself and after 2 hours ijn store I was told they didn't have them and when they now looked online they could not order his black model, so we decide to get rose gold. I was now told they would return broken model and give a credit and then make a purchase for the new one. It didn't matter to me just as long as my son received his headset that worked. After the transaction, the customer service person tried to sell me a extra warranthh for the new headset. I explained that we have a 4year warranty on the original. She explained that warranty doesn't count towards the new one. So i paid for an extra warranty and the headseg stop working after 3 months and now thegg wat me to pay for another warranty for the headset that i am receiving under warranty. Something is very wrong with that. I am so mad I just told her to get the replacement for hi m and I didn't pay for a new warranty. The headset is still under a manufacturers warranty. This is the most insane explanation I have ever received. Can someone please try to explain this to me.

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Best Buy Employee
Posts: 1,153
Registered: ‎01-09-2015

Re: Geek squad protection return issue

If you utilize the manufacturer's warranty, oftentimes you mail it off to that manufacturer that seither repairs your current headphones and send it back or mails a refurbished unit to you.  As you brought it to Best Buy, we utilized the protection you purchased from us to swap it for a new pair.  Any time that a replacement is provided under our Geek Squad Protection, the plan would be considered fulfilled and a new plan would need to be purchased on the replacement unit should you want that coverage.  In the future, you are always welcome to go through the process of the Manufacturer's Warranty instead of utilizing your coverage with Best Buy but you may be without a headset for a longer period of time.  On my B&W P7's, it took 18 days for the whole process as there was no Best Buy coverage at the time.  I would have rather taken the route you were able to take, even if it meant purchasing coverage on the new pair.

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***
Contributor
Posts: 376
Registered: ‎09-03-2018

Re: Geek squad protection return issue

Was the item physically broken? That would give even more value to the protection as the manufacturer wouldn’t help with that at all.
New Member
Posts: 2
Registered: ‎11-27-2019

Re: Geek squad protection return issue

It started playing with crackling in one ear.