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Registered: ‎07-09-2019
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No Support In-Store or Online - No Answers - Taylor, MI Store

After purchasing a $1000+ soundbar along with 5 year warranty support, I actually have an issue. When checking online with warranty support, I was told to just bring the device components into the store and they would swap it out with the same or like unit. This made sense, as it was what was told to me when decinding to purchase the warranty.


Before going home to take the system apart, I decided to drop by the Taylor, MI support where I purchased the unit to verify that this was the case, and to make sure that whatever it was to be swapped with was in stock at the store. Lance who is their Samsung "specialist" looked up my warranty and verified that I could bring in the defective unit, after explaining that I had done firmware upgrades, and numerous power cycles every week etc. I was told to just bring it in. I felt good about my decision to purchase the warranty at this point.


However...I asked if I needed to bring in all of the wall mounting hardware as well. Lance then walked me over to the Geek Squad service desk to verify if I could just bring in the speakers and cords. The Geek Sqaud rep there told him that his information was incorrect, and that they would have to ship the unit out to have Geek Squad try to repair the unit(which files every week, but is required to be used for a few days before each failure.) When I informed them that this is NOT what was communicated at time of warranty purchase, or online chat, or with Lance - I was told that "That's just how it has to happen." To top it off, there was no information as to how long it would take for my item to be returned to me.


In my frustration, I then went to Best Buy online support chat to discuss with "Agent Robert" to ask him to verify what my coverage actually covers. He would not give me ANY info as to what my purchased plan actually covered! I was just told to take my unit into the sore and I would be given the "best option" for my issue. I informed him that I was inquiring as to what my PAID plan covers, and was told that I would hve to take it into the store. Very, very unhrlpful. I will never give Best Buy my oney for warranty support again, as all my purchase has provided me is unclear details and the runaround. Ripped off.

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Registered: ‎10-19-2017

Re: No Support In-Store or Online - No Answers - Taylor, MI Store

[ Edited ]

Hi there, Csdukus, 


Receiving conflicting information isn't how an experience with us should go, and we appreciate you reaching out to let us know about your experience. I see that you wanted to know what your Geek Squad Protection does cover, and you can find that here


I've reached out directly to the leadership at the Taylor store and requested that they give you a call using the number I was able to locate from the information you entered when signing up for our page. They should be in touch within the coming business days.


If you have any further questions, feel free to send us over a private message. 



Faith|Senior Social Media Specialist | Best Buy® Corporate
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