11-13-2019 06:51 PM
So, first off I want to say that the sales person who recommended that I purchase the Geek Squad protection plan for my Mavic Air drone was very misleading. He made it seem like the repair process would be quick and painless if I were to ever need replacement parts for my drone. This is absolutely not the case. I understand that the sales agents are under quite a bit of pressure to sell these protection plans, so I can understand why they would be dishonest in how they sell them.
All I wanted was a replacement battery, as the drone had crashed and the battery was obviously dismantled into pieces. The drone itself was operating fine, I just needed a new battery.. and per policy, a battery replacement comes with the protection plan. So I drove 45 minutes to the other side of town to the 2nd BestBuy store in area, because they had the battery I needed in-stock, on the shelf. So, I had to wait in one line, so they could forward me to another line, in which then I had to make an appointment. (hours wasted.) After showing the gentleman that the battery was obviously damaged, he said that he was not allowed to replace the battery and "PER POLICY" it must be sent off to GeekSquad for repair. He told me the timeframe would be appx. 2 weeks, with a 45 day MAXIMUM.. it has now been 2 months, and my service order number shows "No order found."
He asked if there was anything else wrong with the drone, I sited a few minor issues and said the 2nd battery from the FlyMore kit had a known issue from March 2018 according to DJI. DJI offered to replace the batteries for me, BUT, since I PAID $350 for GEEK SQUAD WARRANTY, I was under the impression that taking it into the store would be quick and most effective. This is when he determined it would be best to send both batteries and have a "complete inspection" done, whatever that means? I really just wanted a new battery, but no one would listen, just kept saying "Policy, policy, policy..".. so what happens to when I'm lied to about the 45 day "promise" policy? Nothing, right?
What's crazy is.. it took 1 week to check the drone in, 1 week for a GeekSquad repair tech to look at the drone, then 2 weeks to determine the drone would need to be sent to the manufacturer, and now it's been at the manufacturer the whole time? For a broken battery? That the manufacturer already offered to replace when I called them? What the hell is going on?? This is literally a 5 minute fix.. going on 2 months.
Had I known this would of been the scenario, I would have never purchased the Geek Squad protection plan. Had I known that it would take OVER 2 MONTHS for service/repair, I would have never purchased the Geek Squad protection plan. Had I known that you would lose my order, and I would of had to spent more of my personal time on the phone/waiting in line/explaining myself, I would have never purchased the Geek Squad protection plan.
I feel like I was lied to and mislead so that your company could push your service based subscription product.. Shame on you BestBuy. I will never ever recommend your GeekSquad protection plan to anyone. I want my drone back and I would like a refund for the dishonest GeekSquad service that I was sold.
11-15-2019 01:27 PM
Thanks for reaching out here on the Best Buy Forums. Welcome to this community, although we do wish that you joined under better circumstances.
Drones look awesome, and although I do not personally own one (yet), I can certainly understand how you would want yours back as soon as possible. I’d be happy to look into this and see what updates I may be able to provide on your repair.
To get started, please click on the blue button in my signature below to send me a private message. Once there, please provide your full name, email, phone number, service order number, and the location you brought the device to for repair.
11-17-2019 01:27 PM
Quinton followed up with the BestBuy that lost my drone.
The GeekSquad manager called and pretty much deflected blame towards DJI.. and rather than accepting responsibility for lying about the 45 day promise window, they made a number of excuses.. ALL WHILE ADMITTING THEY STILL DON'T KNOW WHERE THE DRONE IS..and they refuse to refund me.
I should have just gone to DJI directly.. would have saved 2 months of my time and gotten the service I needed immediately.
Warning; DO NOT use the Geek Squad service.. It is garbage.
11-18-2019 11:03 AM
Thank you for posting your update. I see that you also sent Quinton a private message, and since he is not available at the moment, I hope you don’t mind me further assisting your questions.
The Geek Squad Protection Plan (GSP) coverage is a great option for any technology gadget. We’re sorry to hear that you don’t feel the same way. It is true that under specific circumstances a GSP, we will replace the item it covers, including the battery, and we should be strictly abiding by the terms of the GSP that were in effect at the time of purchase.
As of October 21, your drone was sent out to DJI for repairs per the manufacturer's request. Per the terms and conditions of the GSP, while we try to complete service as quickly as possible, we are not responsible for delays caused by factors beyond our control, including but not limited to manufacturer delays, parts availability, shipping to a regional service facility, Acts of God or other external causes. For more information, please visit this link.
While I understand that waiting 45 days is not easy, we appreciate your patience.
11-18-2019 11:34 AM
I dropped off my drone on September 14th, was promised 45 days.. and now I am being quoted on "Policy"...
Geek Squad is a scam. I should have never purchased it. Very misleading.
11-18-2019 11:51 AM
We're sorry to hear that you feel that way and we do hope that your repair is completed promptly!
If anything changes, or if you are in need of anything additional, please don't hesitate to let us know via Private Message.