10-27-2018 02:49 PM
Solved! Go to Solution.
10-29-2018 12:28 PM
Welcome to the forums and thanks for the post! It’s never ideal when you have one of your devices quit working, but I’ve certainly been in similarly disappointing situations. It doesn’t sound like you had the best experience in dealing with this. I’m sorry.
Typically, we’d be unable to determine exactly what the options are with a device until it is looked at and I apologize that you were told otherwise. Once you brought the tablet in to the store, were they able to give you an exact reason as to why they were unable to help with the tablet? Additionally, may I ask what kind of issue it is that you’re having with it?
10-29-2018 01:56 PM
Thank you for your message regarding my service experience at the Best Buy in Everett Ma.
The item was the Amazon Fire Kids tablet... it comes with a 2 year warranty that covers EVERYTHING, including any type of human error or damage. I told the person who answered the phone this and he agreed with me and told me that I could come to the store and they would look up the manufacturer's warranty on my specific device for date of purchase at customer service and then give me a replacement tablet.
The problem with the tablet was the charging port was broken or loose??? it stopped charging a week or so ago
But honestly my issue was with the way I was treated... the Geek Squad manager came over when the customer service employee wasn't sure what to do... he immediately told me i should have bought a Geek Squad warranty, which really doesn't make sense when the product comes with a full and unconditional warranty to cover any and all damage...he then made a point of telling me repeatedly 'I AM NOT WILLING TO DO AN EXCEPTION REFUND'... i had no idea what an exception refund was, and the fact that he kept saying over and over 'I AM NOT WILLING'... like it was his choice and he decided who he would provide good customer service to and who he wouldn't... I finally had to ask him what an exception refund was and he told me 'you are returning something you used for a year, that's an exception'... well, I didn't change my mind after a year, the tablet broke and was covered by a warranty... not exactly the same thing...
10-29-2018 02:08 PM
Thanks for that additional information! It sounds like the root of the problem lies in the difference between the manufacturer’s warranty and a Geek Squad Protection Plan.
Amazon Fire Kids tablets do indeed come with a manufacturer’s warranty. As the name implies, however, this would be fulfilled through the manufacturer and is not something we are able to process at Best Buy due to it not being a Geek Squad Protection Plan. You have my sincere apologies that this expectation was not made clear on the phone as we certainly wouldn’t want to over-promise what we’re able to offer for our customers.
It sounds like overall this wasn’t properly explained, even once you arrived at the store and for that I’m very sorry. I appreciate that you shared this experience you had at our Everett location with us as we’re always looking for feedback that allows us to provide a better experience for our customers.