07-20-2022 03:31 PM
I have bought a warranty on everything I have ever bought from Best Buy, and like most people, ive never had to use them really. So I called Geek Squad because the screen on my laptop was messing up. I had 2 agents tell me, Yes, its covered until 11/30/22. (Its currently 7/20/22). So my wife drives 1.5 hours to the nearest Best Buy to have it repaired (the agents on the phone even emailed me a receipt showing the warranty is still valid). She gets there, and is instantly told no. I tried to speak with the lady on the phone but she wouldnt hardly listen to anything i had to say. Im also being told i bought the warranty, and then canceled it the same day... right..
Now i've been on the phone with Geek Squad for over an hour. The first agent couldnt help so he forwarded me to the Supervisor, the supervisor literally said "i dont know, i cant tell you anything for sure", so he then tells me "ill forward you to billing.. they'll be able to help you come up with some sort of plan". I get placed on hold, finally Billing answer. Billing ask me what the issue is, I explain it to him. After 10 minutes he says, one sec, im gonna forward you. He forwards BACK TO A GEEK SQUAD AGENT who has no idea whats going on.....
I'm so irritated its unreal. Someone dropped the ball somewhere, and it wasnt me. Yet, no one can answer me on anything. I want to go back up to the store and talk to a manager, but thats another 3 hour round trip that i find to be pointless..
Ive had a commercial account for a year that I did $100,000+ worth of business last year with Best Buy. I'm going to have to close my account and move business elsewhere. Forwarding someone around like that is terrible business practice. I guess they were hoping I would just get frusturated and give up, but im not going to.
So if you read this and you're shopping at Best Buy, think twice before buying that $2000 laptop, theres a big chance that when it breaks (even if its covered) you're going be stuck without one, or paying that much out of pocket to have it fixed.
07-20-2022 03:34 PM
Update: Finally had to hang up after 2 hours on the phone (I had to get back to work). The last thing I was told is "you need to go to the store and talk to a manager, this isnt in my scope of work" by a Geek Squad agent.
07-20-2022 04:33 PM
Thanks for reaching out to us here on Best Buy Forums. I can certainly understand the need to have clear and concise communication when it comes to your Geek Squad Protection Plans. I would be happy to look into your account and assist directly.
To get started, kindly send me a private message with your full name, phone number, and email address.
07-27-2022 09:05 AM
After talking to the Rep above and continuing to talk to the store, nothing has changed.. Pretty much just being told no. No resolution, no meet in the middle, just straight up "No". Im so disappointed in this customer service. They have completely lost any future business from me, my company, and my family. I will continue telling everyone I know about this awful transaction.
Do Not Buy From Best Buy / Geek Squad, go straight to the manufacturer website and buy from them (Best Buy is just a middle man), at least the manufacturers honor their warranties.
I even talked to my local computer repair guy, the fix is super minor, of course Best Buy wouldnt know this, because I never even got a chance to show them what happened..
08-06-2022 07:12 AM
As of now 8/6, nothing is solved still. And on top of that, I just woke up with a 70 charge to my Debit Card from Best Buy... I have no idea what it is for or why they even still have my card information.
This is almost like a joke at this point. Im now waiting til 10 o clock.... before i can even talk to anyone. I mean really... Best Buy? You wrong me on my laptop, and wouldnt do a darn thing to fix it, now i have a random 70 dollar charge? TAKE MY CARD INFORMATION/PERSONAL INFORMATION EVERYTHING OFF YOUR SYSTEM.
08-06-2022 10:12 AM
Thanks for reaching back out here on the Forums, although I wish it were under better circumstances. I see you were previously working with Ravi, but he is unavailable at the moment. I would be happy to see what I can do to help here and investigate the $70 charge on your account.
Since it has been some time since you spoke with Ravi, please send me a private message with your full name, phone number, and email address to complete our verification process. I look forward to hearing back from you!
08-06-2022 05:08 PM
I hadn't heard back from you yet and just wanted to let you know I will be out of the office the next 2 days. I am still looking forward to assisting you, and will be able to respond to any messages sent first thing Tuesday morning. Have a great weekend!