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New Member
Posts: 3
Registered: ‎04-19-2021

Poor Customer Service

Hello, 

 

        tI had purchase a laptop  HP Spectre on /11/2018 with a plan. on 4/13/2021 I called your customer service asking to check status on the plan because the screen broke and need to get it fix. Your rep told me that they plan had expire 2 days ago. She told me that the store could do an expecion considering that it had only been 2 days. She advice me to go to the store and speak to Supervisor for aprovel. So i did. I visit the store i Carolina PR. When I get to store, I spoke to rep and she told me and she can speak to supervisor. When she came back she told me that Best Buy had sent an email advicing that the plan were extented because of Covid 19. SO i asked if she can see if my plan was extended. She check and tokd me no but she will again speak to supervisor to see what thney can do. One of the manager came out and told me that in order for the to send it the approvel needs to come from the corporate offivce. she gave me the phone number and told me to have them do it and update my account. While I was in store I spoke to 4 different rep. 2 of them told me that this is something that the store does. Spoke to Diego fro Billing he told me he would send this to another department to get the approver to wai 3 days and I would received an email. I yet to receive a responce. I called a few days go they told me to wait 12hrs. waiting longer and nothing. Call today an as I was speaking to Rep call got disconected. Its unbelivable that no ne can seem to be able to help me. They tell yes the execption can be made but no one whats to give the approval. They keep bouncing me to different dept.  Will send this info to the Dept of BBB and Bussiness dept and my county. 

Valued Contributor
Posts: 2,442
Registered: ‎02-07-2011

Re: Poor Customer Service

The store is unable to extend service plans. Service plans themselves are generally not extendable. Was it an accidental damage plan?
New Member
Posts: 3
Registered: ‎04-19-2021

Re: Poor Customer Service

yes. Not asking to extended. It was for an exception considering it had ony been 2 days from when the plan expired. It can be posible considering that a similar situation happend with a family member had issues with Boss headphone that the plan had expired and supervisor approved it to exchange it for another one. 

Posts: 6,255
Topics: 213
Kudos: 450
Solutions: 319
Registered: ‎08-21-2017

Re: Poor Customer Service

Good afternoon, jessimedina,

 

Thank you for taking the time to reach out to us here on our community forums. As a student, I know that having a damaged or inoperable computer can have a major impact. I appreciate you letting us know about your experience and can help clarify what options you have moving forward.

 

While I wish I had a different answer, we are unable to provide service or honor a Geek Squad Protection plan once it has expired. Employees and agents of Best Buy have no authority to alter or modify the terms and conditions of this Plan.

 

With that said, the Geek Squad does offer computer repair options if you don't have a current Geek Squad Protection plan or are a Total Tech Support member to help you explore what may be possible.

 

I hope I was able to provide some additional information, please let me know if you have more questions or concerns that I can help with!

AndrewB|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎04-19-2021

Re: Poor Customer Service

why would different representative from your bussiness tell me other wise. why tell me to go to the store if is something that can not be done. Wasting my time and money. I currently just got a job that needs me to use my laptop. Been unemployed due to cov and dont have the funds to be driving around. Its very upseting when a company provides wrong information due to lack of customer serice training.  

Posts: 6,255
Topics: 213
Kudos: 450
Solutions: 319
Registered: ‎08-21-2017

Re: Poor Customer Service

Hi there, jessimedina,

 

I would be unable to speak to what information different agents had available when you spoke to them. I would be glad to document your experience here at our Corporate Campus so we can continue to improve the customer service experience in the future.

 

I will need a bit more information in order to do so. Can you please send me a private message that includes your:

 

Full name

Email address

Phone number

 

Once I have these details I'll also be able to review your case history with the agents you spoke to. You can send me a private message by clicking on the blue button at the bottom of this post. I'll keep an eye out for your message.

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