Best Buy Repair Support

[Eletrik]

I purchased a philips hue hdmi sync box back in late 2019. I bought the geek squad extended warranty. All of this was done on your web page. I am now having an issue with it and it does not power on. Prior to this it was having issues randomly losing picture. Now it just doesn't work at all. I tried to place a claim but I was told I need to take it into a store. Why should I have to drive this item purchased online to a store during a pandemic? I have people in my house who are elderly and with a lot of health issues that would probably die if they got covid. This to me is just terrible customer service.

What would happen if I lived in an area with out a best buy that's close? Would you tell the customer oh well guess it sucks to be you. Your competitors do replacements with out going into stores with their warranties.

[nckhammond]

Some items can be mailed in, evidently this item can not and would need to be brought to a store.

[Deysha-BBY Social Media Specialist]

Hello, Eletrik,

Welcome to the Best Buy Community Forums!

I appreciate you taking the time to write us regarding your Phillips - Hue Play HDMI Sync Box. Having a Geek Squad Protection Plan is meant to make these situations simple. It saddens me that this hasn't been your experience.

We definitely appreciate your loyalty, and I'd like to get this documented, and look into any other options available for you. First, I am going to need some more details from you. Please send me a private message with your full name, phone number, and e-mail address. To send it, click on the blue "Private Message" button next to my signature. I look forward to hearing back from you.

Regards,

[Eletrik]

That's pretty awful customer service when other warranties through your competitors have you send it in. If it wasn't a pandemic and I didn't care about my families health I would bring it in. What if I was like my friend and live over an hour to the closet best buy? I would have to drive it to a store?