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Posts: 1
Registered: ‎07-21-2019

Lied to regarding extra warranty

Wow, I cant believe that best buy is going to lose a customer of over 20 years because of a $75 pair of headphones! I purchased a pair of skull candy wireless headphones for my son's birthday, and passed on the extra warranty as I always do when making a purchase for myself. After talking with my wife we decided to purchase the extra warranty based on the fact that my son can be a little clumsy with things. I was told the warranty would cover anything that happened to the headphones except for loss or theft. I talked to the person selling me the warranty for a couple minutes to make sure I understood, and he told me that any damage would be taken care of "no questions asked..." - that is not what happened.

Sure enough, a couple weeks later - my son was in the car and dropped the headphones when my wife hit a bump. The over the ear ear piece cracked and is now hanging by the wire.

Now I'm being told that the extended warranty is not going to cover physical damage - which is the whole reason I purchased the warranty!

Really disappointed at how arrogant I was treated by the manager, and the fact the employee who sold me the warranty either did not understand the details of what I was told, or flat out lied to me... either way its disappointing that this is what my experience has been.

I guess it's true that good service is not found in a big box store... looks like I will be taking my business elsewhere over $75!
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Registered: ‎10-03-2017

Re: Lied to regarding extra warranty

Hello, ColemanDonnelly,

 

As the saying goes, kids will be kids. Then again, things of this nature happen to all of us. I can totally understanding you wanting to protect these headphones. Our basic Geek Squad plan indeed does not cover accidental damage. However, an accidental plan may have been an option at checkout. I'm curious to see what plan you purchased and if I can help further. To do so, I simply ask that you send us over a private message with your full name, email address, phone number, and your purchase information. Once I have that I'll have a better idea of what options, if any, we might have.

 

Best,

Dave|Social Media Specialist | Best Buy® Corporate
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