05-09-2019 07:45 PM
Bought my PS4 in summer 2017, and purchased a protection plan after the sales associate told me I could/should keep it in case something happens to the PS4. And, "if nothing happens, you can bring it in before it expires and swap it out for a newer PS4. That way, you have a good one for longer."
I was sold this deception about 8 years ago (HK stereo), and when I called to inquire about it, I was told that the plan didn't work that way.
But this time, I thought that maybe something had changed.
On another note, I also purchased an extended plan on my washing machine, which turned out to be a lemon. I was told that BBGS had to keep attempting repairs, per OEM, but after 5 visits and the washing machine not working, I felt like my protection plan should have allowed for more to be done.
Back to the PS4...I go in Tuesday (day before expiration), after I spoke on the phone for 10 minutes w/store associates, with my PS4 and controller. On the phone, I explained that my controller had been acting buggy lately, and I was told that it would be more beneficial for me to bring the entire system (covered under the Geek Squad protection plan) in for replacement. Since there may be a price delta in the original 2017 price and the new model, I'd be responsible for any difference (understood, and completely fine with me). Even the associate at the Customer Service desk is ready to swap this out for me. BUT...not so fast....I'm sent over to Geek Squad, who tells me that the unit will get sent out to the service center. When I asked, "what happened to being able to just swap it out for a newer model, like I was told on the phone (and at the service desk)?" The Manager, and Geek told me that "that is not how our plans work," despite me being told this 1) at the time of purchase, 2) while on the phone with customer service and 3) while at the customer service desk.
Why does Best Buy continuously get away with this deception? I've even recorded conversations on the sales floor of associates saying "if you buy a protection plan, you can just bring it back and swap it out." This is ridiculous and fraudulent behavior. The Manager was even entimating that my plan wouldn't cover the Geek Squad looking at the PS4 (which should be the whole purpose of the plan).
At this point, I'm just making up my mind that my dealings with Best Buy may be limited to buying Blu Rays and games. It's just a waste of my mental space and time to deal with this fraudulent protection plan nonsense.
On top of all of this, the claim service (means of checking on the claim) is busted. The morning after dropping off my PS4, I got a message saying that the PS4 was on its way back to me. When I called the Customer Service number, they told me that the device had been shipped back to the store. When I called the store, I got put into some ridiculous automated system that told me I didn't have a protection plan with Best Buy....I'm just done and irritated.
05-10-2019 09:39 AM - last edited on 05-14-2019 12:49 PM by Bill-BBY
Hi there, macraig!
Welcome to the Best Buy Support Forums!
I understand you have some concerns regarding the Geek Squad Protection that you had purchased for your PS4. Our Geek Squad Protection Plans offer a lot of great benefits to our customers, like protecting them in the event of a product failure. These protection plans are not, however, designed to be used as a way to upgrade to the newest system right before the plan expires. I understand that you may have been provided with some misinformation about this and I do apologize for any disappointment this news may cause you.
When it comes to gaming consoles, we will repair or replace the unit if it fails, at our discretion, but it does need to get sent out for inspection first. We do offer coverage for the original accessories that come bundled with your console, although we would not replace the entire console in the event of a controller failure. For more information about the your Geek Squad Protection, including what is covered and what is not covered, please review the terms and conditions that should have been emailed to you shortly after purchase, or review it anytime on our website, here.
Should you have any other questions that we could assist with, please feel free to let us know on here!
05-11-2019 01:41 PM
Thank you for following up, but if this is the case (the intent of the Protection Plan) then the associates need to stop spreading false information to consumers. You can look across this Forum and see that far too often, store associates tell consumers that they can get their devices replaced if there is a problem. I have experienced first-hand that this information is misleading (LG Washing machine).
Even if the intent of the plan isn't to swap out devices for newer ones (which associates repeatedly state), I came in with a unit that was having issues and when I called in on the phone I was told that it would be as simple as swapping out the equipment. Since I was told this (by more than one associate) it should have been swapped out. In fact, when I walked up to the counter, the associate had gone to pick up another PS4 unit to replace my malfunctioning unit.
Now, I'm sitting here wondering where my PS4 is currently located.
On that note, the morning after dropping off my PS4, and being told that it had to be sent out (and not just done in store, which seemed easy enough and what I was told would happen), I got a tracking number and message saying that the PS4 was already repaired and coming back to me (via FedEx). Then hours later, I get an email saying that the PS4 is with UPS and coming back to me. When I called the Geek Squad Customer Service number, they tell me that the PS4 has been fixed and is back at the store. when I call the store, I can't even get a real person to answer, and the automated system tells me that I don't have any GSP items even in the system.
When I finally got to speak with someone at the store, I am told the PS4 is not there and should be at the Service Center (which makes sense), although I have no idea if this is so, because (surprise) the tracking number is incorrect.
Again, I blame myself for falling for the lie about how the GSP plan worked, as I should have known better. I did think that perhaps so many people complained, the plan actually did what was claimed by the associates.
This whole process is such a mess. I'm not going to put myself through this again. Best Buy just hasn't done enough to keep my business or trust, which is a shame because I have been a loyal customer for decades.
05-11-2019 01:59 PM
Hi there, macraig,
Thank you for elaborating on this situation. I know if I was in your position, I would expect for the store associates to provide me with correct info so it's certainly frustrating that there was confusion on their end. We know how important it is to provide customers with accurate information before making a purchase, it's disheartening that your experience with Geek Squad Protection Plans has not been a reflection of those values.
While I can't make any guarantees toward a result, I would like to look into this situation further. If you'd be interested in us assessing our options, please use the blue "Private Message" option in my signature to send over your full name, phone number, email, and service number.
05-15-2019 09:50 PM
So I got my PS4 back this afternoon....
1. I received 0 updates from the link I recieved initally. I got 1 notes with the case number, and a tracking number (that didn't update for the first few days), and a status that said "Processing."
2. I didn't know what was happening with the machine - was it getting replaced? Was it crapped out? Was it now an alien?? The only way I found out anything at all was from the Forum (thankfully).
3. The refurbed PS4 arrived with NO DOCUMENTATION! With 0 emails/status updates and no paperwork, I don't know anything.
4. The package arrived with only a core unit - no power cord or controller. This was apparently taken and sent in by mistake. So I had to get in my car and drive to the other side of town to get a controller and cord.
All in all, I feel mislead by Best Buy, as well as having been taken advantage of. I still don't see myself looking to them first for anything (aside from movies). This was just an awful experience.
05-16-2019 10:40 AM
Welcome back to the forums. I’m sorry about his bad experience with the service. The folks at the store absolutely should have let you know that those parts don’t go out with the broken PlayStation. In addition, we should have provided better tracking details.
I see that you also sent in a private message with some additional questions. I’ll shortly be sending you a reply to that message.
05-23-2019 06:21 AM
Just when I thought my story was all done....I get a call from my local Geek Squad regarding my plan.
When I called back, the agent did some typing, and told me that they were ready to switch out my device for a brand new one (as I was promised 2 years ago). I ask a million questions - "are you sure?" (A: "Yes"). "What do I need to bring?" (A: Nothing).
So, I travel to the store and meet with an agent. He gets my paperwork and begins to tell me that I'm supposed to get a new PS4 (?). After some time and confusion (by both of us), he gets a manager to come over, at which point she tells him that "we just called him to come in and pick up the controllers we accidentally sent off by mistake."
So I drove all of that way to pick up my original controller, which was mistakenly sent off in the first place, for a plan I was promised would replace my device (but was later told that wasn't how it worked).
So I guess that the moral of the story is that no one on the Geek Squad really knows how these plans work (or is at least honest enough to admit this truth).
05-23-2019 06:47 AM
05-23-2019 09:05 AM
I see. Every GS Agent I spoke with said that it would be exchaned out, until it was time to actually do something. Then it had to be sent away.
And the managers are the ones that told me standard practice was to "send them in"
05-23-2019 11:08 AM
Hi there, macraig,
Thank you for following up with us regarding your PlayStation 4. I can certainly understand how frustrating it would be receive this phone call only to be told something different when you arrive in store. I apologize for the confusion but I'm glad to hear that you were able to speak to a store manager and get this sorted out. I know this experience wasn't ideal and I appreciate you taking the time to provide us your feedback about this process. Please don't hesitate to reach out to us if you ever need assistance in the future, we'll be here to help.