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New Member
Posts: 4
Registered: ‎12-14-2020

Poor Customer Service and lied to about Protection plan

I purchased a PlayStation 4 Pro in Dec 2018. While at the cash register, the cashier asked my husband and myself if we wanted the Geek Squad Protection. At first we said no. She then stated that if anything happened to the ps4, during the 2 year period, then we could bring it back to Best Buy and have it replaced with a new one. We decided to purchase it. On Friday Dec 11, 2020 we took the ps 4 into our local bestbuy, where we purchased it from. The game had been freezing on our son. The cashier at the desk said no problem but since they did not have any in stock, she would have to issue us a gift card. We were fine with that. But her register would not allow for her to issue it. She sent us to the geek squad counter. We were informed at that point that the plan did not provide a replacement, it would only fix it and they had to send it out for repair. 

     I explained that was not what we were told by the cashier that sold us the plan and I expected for them to honor what we were told. The geek squad person checked the stock to see if there were any in the store. He then stated that there were not and he couldn't replace it. I asked for the store manager. He went to talk to her but she couldn't be bothered to talk to us because she was on her way out the store. An Asst. Manager came over to talk with us and told us that he could not exchange or issue a gift card. I explained to him again what my expectations were because that is what was told to us by a Best Buy employee. While at the store, the cashier called the 1-800 Best Buy number for me at my request. I explained to that person what was going on. The person on the phone said that the store had the discretion to issue the gift card. I told the asst manager what the rep said over the phone and he said that information wasn't correct. At that point the conversation went down hill. I repeatedly told him that the plan was sold to me using false information and I wanted him to rectify it and exchange or give me a gift card like they said they would. He stated that since I felt the plan was sold under false information, then he would refund the protection plan, but essentially I would have a dead play station because they would not fix it. He was rude. I didn't want to deal with him so asked the hours of the store manager. He would not give them to me. 
    We left the store and on Saturday I called the 800 number. I was transferred 4 times, was told a supervisor would call me back within 1 hour and they did not. I called back and got transferred again 2 additional times and then hung up on. I called the corporate number today at 11am. I spoke with 4 reps, transferred 2 times then placed on hold for 1 hour. Then call disconnected. I want this issue resolved and no one is willing to take ownership of my issue and help me!! This has got to be the worst customer experience  have ever had!!! I need to have the number of  Corp escalations or something. No customer should ever have to go through what I have been through!! 

New Member
Posts: 7
Registered: ‎12-12-2020

Re: Poor Customer Service and lied to about Protection plan

My suggestion is to find another Best Buy that has one in stock. And bring it to the geek squad or customer service in store.
New Member
Posts: 4
Registered: ‎12-14-2020

Re: Poor Customer Service and lied to about Protection plan

From what the asst manager said, they won’t get anymore in stock
Valued Contributor
Posts: 1,984
Registered: ‎02-07-2011

Re: Poor Customer Service and lied to about Protection plan

No Best Buy employee can change the language of a service plan. Even if they or you were mis informed originally.

The correct procedure is to send it in where they will ether repair or authorize a replacement or credit for it.

New Member
Posts: 4
Registered: ‎12-14-2020

Re: Poor Customer Service and lied to about Protection plan

If the sales associate stated incorrectly what the plan does, the store needs to honor it. As I was standing in line at Geek Squad and other customers were listening to me, they were given the same information. It is a store issue. The bigger issue here now is that Best Buy makes it impossible to speak to anyone.  I have been promised call backs 4 times now and no one has called back, you call the corporate number and they transfer you to the wrong department. This is ridiculous. 

Best Buy Employee
Posts: 2,169
Registered: ‎01-09-2015

Re: Poor Customer Service and lied to about Protection plan

The “corporate number” isn’t corporate at all, it’s our phone support line. They are fallible employees just like the staff in the stores. There isn’t a contact phone for “corporate” because the majority of people who work in the offices aren’t in customer facing roles. Their skills range from IT to demand planning and things like business forecasting.

Our customer facing corporate team works via this forum or our other social media platforms. There is currently a 7-8 day time for a reply by that team, like our staff in store there are lots of customers needing assistance during the holiday season...especially due to the pandemic.

Nckhammond was correct though, the plan cannot be altered by any employee. We expect our associates to provide accurate information, and in the interest of transparency you received an email within a few minutes of your purchase that had the full terms and conditions for your protection plan. If you feel a local store representative did not provide accurate information, I personally would discuss this with the management at that store. They have the sole authorization to make exceptions for that particular store. Typically, the moderators here have to follow the terms as outlined in the plan documentation as they were not present and did not hear what the associate might have said.
I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
New Member
Posts: 4
Registered: ‎12-14-2020

Re: Poor Customer Service and lied to about Protection plan

We asked to speak with the store manager when we were in the store. I saw the associate approach her, but she was leaving for the evening and did not talk to us. The Asst Store Manager said he did not have the discretion to override the pos system but he would refund the cost of the protection plan but if he did that we would have a dead PlayStation because at that point they wouldn't do anything. This is why they need to have a Corp person to talk to because the store was rude and not helpful at all. 

Best Buy Employee
Posts: 2,169
Registered: ‎01-09-2015

Re: Poor Customer Service and lied to about Protection plan

That sounds like the manager of the store opted to not make an exception to the policy and follow the written terms. When the moderators arrive at your post, estimated 7-8 days, they will assist you further. They are part of corporate.
I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
Valued Contributor
Posts: 1,984
Registered: ‎02-07-2011

Re: Poor Customer Service and lied to about Protection plan

We are trying to advise you that you might want to send it in... that way you will at least get a working unit or a credit. If you wait until your plan expires you will get nothing, as those cant be extended or renewed. 

Posts: 984
Topics: 71
Kudos: 200
Solutions: 44
Registered: ‎10-19-2017

Re: Poor Customer Service and lied to about Protection plan

Hello, Shamar88,

 

Welcome to our Best Buy forum community and thank you for taking the time to share this experience with us! Having Geek Squad Protection on a product is meant to make your life easier if it stops working like it should. However, I can understand how it wouldn't feel that way if the info you were given at the time of purchase doesn't match the Terms & Conditions of your plan.

 

Our goal is to provide the best shopping experience possible, and we understand that an important part of that is our employees providing accurate info so you can make an informed decision before making a purchase. That's why it hurts me to learn that wasn't the case during your transaction. 

 

You mentioned that you heard other people in line being told that if they purchased Geek Squad Protection, the products would be replaced if anything went wrong during the plan coverage. I can understand why that rubbed you the wrong way! We do offer Geek Squad Replacement plans on certain products, which does work the way your Geek Squad Protection plan was described to you at the time of your purchase, so that seems to be what is causing the confusion. We appreciate you bring this to our attention so that we can work with the store to provide more training around that.

 

I know I'm not a fan of calling in, only to not receive a call-back to resolve my concerns. That's a far cry from the excellent customer service we want to provide. While I can't speak as to why you didn't receive a call-back or get to talk to the General Manager the day you were in the store, I do work at our Corporate Office and look forward to the chance to turn your time with us around.

 

For me to look into this situation and how we can assist, can you please send over your full name, phone number, email, and the store location you visited via our "Private Message" option in my signature below?

 

Cheers,

 

 

 

 

Elle|Social Media Specialist | Best Buy® Corporate
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