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Posts: 1
Registered: ‎02-06-2019

Re: Geek Squad Horrible Customer Service and a Lack of Communication

As an Elite BB member, the buyer of 2 computers, 3 TV's and 2 Refrigerators in the last 3 years,(all from Best Buy) I had my worst experience with the Greek Squad Protection plan. I do not always buy the protection plans, but we had an ice maker issue with our Samsung Refrigerator after 3 months (as it seems by their website, everyone does) So we bought extended warranty. In 3 years we have had 3  replacements.

My warranty ran out on Jan 30, 2019. I was out of town and tried to renew on Monday Feb 4, to no avail, had trouble understanding the gentleman due to language barrier, got mad hung up. Called back Tuesday was told as an Elite member have a 30 day grace period, was sent again to GS protection plan, spoke to a nice hard to understand gentleman, he said NO.


Could understand if I was real late or had a existing claim, but no grace period. Samsung customer service is a real treat to deal with. Will buy Samsung TV's never appliance again and thinking my Best Buy days are over. Geek squad great for TECH stuff, awful for appliances.

Posts: 2,152
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Registered: ‎08-08-2017

Re: Geek Squad Horrible Customer Service and a Lack of Communication

Hello melvinblue,


Welcome to our community.  Whenever I save up for a big purchase, I tend to add on any protection plan or warranty available to me to ensure my money doesn’t go to waste in the event something happens to my product. 


Geek Squad Protection (GSP) plans are underwritten by an insurance company, and once they’ve expired, they cannot be renewed.  I’m sorry if you were informed otherwise over the phone by one of our agents.  In the past, whenever a GSP plan was eligible for renewal, you’d receive an email about 30 days prior to the plan’s expiration date in case you wanted to renew the plan.  However, as of February 3, 2019, Best Buy is no longer renewing GSP plans for products sold at Best Buy.  We will, however, continue to assist with service issues and honor all claims related to your existing service plan(s).  


While I’d be unable to renew this plan or any active GSP plans in your account, protecting your products continues to be a smart decision.  I’d recommend choosing the longest-term Geek Squad Protection plan available when making future protection plan purchases online or in store.  I regret any inconvenience this may cause you and appreciate you bringing your concerns forward.


Thank you for writing to us and for being a My Best Buy™ Elite member.

Sam|Retired Social Media Specialist | Best Buy® Corporate
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