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New Member
Posts: 2
Registered: ‎02-28-2019

Please HELP with Geek Squad Protection Plan.

I have bought a XBOX ELITE Controller at a Best Buy near me ( 115 N 76th St, Omaha, NE 68114 ) and I also payed for the protection plan through Geek Squad. This controller is natorious for 1 of the bumpers breaking. The 1st controller I had maybe 3 months before the bumper broke. I exchanged it and payed for a protection plan again. This one lasted almost 2 years but again the bumper broke. I have been calling Geek Squad just over 2 weeks now because they seem to never have Elite Controllers in stock to exchange the broken one I have. They tell me to go to the store on 170th ( 333 N 170th St, Omaha, NE 68118 ) because they have some. I am not going to drive 8 miles to a store I dont shop at. I also told them it doesnt matter if I need to wait a week or so for them to get it in ( about 3 weeks later) the store to finish this replacement and GEEK SQUAD says there is nothing they can do. SOMETHING IS NOT RIGHT HERE and it needs to be looked in to. I payed for a protection plan at the store I shop at and Id expect them to be able to follow through in the store I paid for it. IM STILL WAITING TO GET MY PROTECTION PLAN RESOLVED.

Posts: 6,578
Topics: 93
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Solutions: 361
Registered: ‎12-23-2016

Re: Please HELP with Geek Squad Protection Plan.

Hi, PBowen,


Welcome to the Best Buy Community forums.  I’m sorry to hear that your Elite controller is having issues. A malfunctioning controller is never fun.


The folks at the closer store should be able to help you out with this. Even if they don’t have the controller in stock, they should be able to take an exchange on the broken one and order a replacement in for you. I apologize if the Geek Squad told you otherwise.


Have you gone in to that closer store to try and process the exchange yet? The customer service team should be able to get that all set for you.


If you have any questions or concerns, please let me know.


Sincerely, 

Kyle R|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎02-28-2019

Re: Please HELP with Geek Squad Protection Plan.

i called the store again and spoke with someone other than GEEK SQUAD. They explained to me how it can be taken care of in which all 3 times I called and talked to Geek Squad they just told me to go to another store that had the product and never suggested another way to handle it.
With that said I followed what the sales department told me and had Geek Squad order me another controller after i go through the exchange process. It is now taken care of, but I still have concern about how Geek Squad has not tried very hard to take care of the problem for me and I had to talk to someone other than a Geek Squad representative to get answers. That problem is now taken care of but you should really look into the support GS is giving.
Posts: 6,578
Topics: 93
Kudos: 598
Solutions: 361
Registered: ‎12-23-2016

Re: Please HELP with Geek Squad Protection Plan.

Hi again, PBowen,


I’m happy to hear that you were able to get everything resolved. I assure you that the kind of service you received is not at all typical of what we provide, and I’m confident that you’ll have a much better experience the next time you shop with us. 


Thank you so much for taking the time to joining us and share your experience. It truly helps us figure out where we need to improve, and I truly appreciate you taking the time to let us know about this.


If there’s ever anything else we can help you out with, or if you ever find another gap in our service, please come on back to the forums. 


Sincerely, 

Kyle R|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!