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New Member
Posts: 2
Registered: ‎10-06-2017

Terrible phone replacement plan!

I purchased a Samsung Galaxy S8+ at the end of Aug 2017 (5 weeks ago). At that time, the guy recommended the Best Buy/Geek Squad protection plan because it was so much more convenient and easy to use than the Verizon plans. The biggest selling point he made was that I could go into a best buy and get the phone replaced immediately and walk out with another phone. THAT WAS WHY I BOUGHT IT!

 

Unfortunately, I dropped my phone and the screen cracked Wednesday, October 4th. No big deal, I have this amazing replacement/protection plan, right? WRONG! I went into (1st visit) the Best Buy in Henderson, NV and spoke with Matt (the mobile service manager) at approximately 1800. He told me they could replace it in store but they were all out of stock at the moment. He walked me to the Geek Squad. Geek Squad told me they were too busy and that I would have to come back later or call the Geek Squad customer service phone number. I came back around 2000 that evening (2nd visit), figuring well, if they are out of it maybe they can tell me if another store in the Vegas area has the phone and I’ll just go there. The assistant store manager, Joe told they have the phone in stock but that they cannot do this replacement in the store. Mind you, this is the same store I was just at 2 hours before! Joe told me the replacement would have to be processed and mailed to me, but they were closing.

 

I called the Geek Squad customer service phone number the next day 10/5/17 (because I had already gotten the run-around from best buy enough for one day) at 1800-433-5778. I asked for a supervisor, I spoke with "Michael". I told him what had happened at the store and that when I bought this plan; I was told I could get the phone replaced in the store if they had it. He took my phone number to look up my account information. He set up the ticket for the replacement phone but told me it would take 3 business days. I asked if there was a faster way to do get this done. He told me I could go to the store and it would be replaced in the store. I specifically told him, the store told me they couldn't. He told me to ask for a manager and go to the Geek Squad counter. Still not understanding why I am getting continually different information. I asked him if Geek Squad and Best Buy are technically companies (thinking maybe that’s why the store and the geek squad customer service line are saying different things. He assured me they are the same company.

 

This morning, 10/6/17, I went back to the Henderson, NV store (3rd visit). I went to the Geez Squad desk, explained the situation. The guy there got both Joe and Matt again. They repeatedly told me they cannot (I am sure it’s just that they won’t) do this in the store. I left. I called the Geek Squad customer service phone number again at 1430 today. I asked for a supervisor. Explained the situation again and he looked up may account. I specifically asked what the fasted way to get this taken care of was. He told me I could go to the store. I explained what I had been through over the last 3 days with them. I specifically asked if I do that, I will be leaving with a phone? He said yes! I asked him to 'walk' me through step by step the process of getting this done in the store. He told me to go to the Geek Squad counter and ask them to do "fulfillment services" and they would do it. I asked very specific and pointed questions to make sure there was no miscommunication or that I was somehow being vague in what I wanted. This supervisor told me the Geek Squad counter in the store could call the customer service and talk to them if needed.

 

Because I am tired of driving 25 mins each way to go to Best Buy, just to have them give me the run around, I called a different store's (on 6950 Arroyo Crossing Pkwy in Las Vegas) Geek Squad. They told me this was something that had to be sent to my house and I could not do it in store. I told him that customer service said they (in store geek squad) could call if they needed to. He told me it didn't matter if they called, that they absolutely could not do it.

 

I've had enough! What is going on with your people? Why was I sold a replacement plan on the basis that I could go into a store and get it replaced? Why have two different supervisors on the Geek Squad customer service line told me I can go into the store? Why was I told on my first visit that they could do it but were out of them, then two hours later that they had the phone in store but could not do it in the store?

 

The funny thing is that if all of your people would have been on the same page and given me the same information, I would have a phone by now! Instead right at this moment if I call Geek Squad customer service and ask what the fasted way to get a replacement is, they will tell me to go to a store.

 

Lisa

 

 

Posts: 5,528
Topics: 320
Kudos: 176
Blog Posts: 12
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Registered: ‎01-21-2014

Re: Terrible phone replacement plan!

Hello Lisa,

 

Purchasing a Geek Squad Protection (GSP) plan with your cell phone is always a good idea, particularly as it should give you the peace of mind knowing that you’re covered should something go horribly wrong. I’m sure you weren’t worried at all when your new S8+ had an unfortunate accident, and given that a screen crack should be covered under the plan, it’s incredibly disheartening to hear you’ve been sent on this wild goose chase. I appreciate you joining the forum and allowing us a second chance to further assist you.

 

When customers start a service claim for a mobile phone while under a GSP plan, they may be subject to a non-refundable service fee if the phone is accidentally damaged due to handling (ex: cracked screen, spill damage, etc.) or is outside its 1-year manufacturer warranty and service is needed. Once paid, we should ship you a previously repaired device to ensure you get your hands on a working phone as quickly as possible. The only time we would theoretically be able to provide you a replacement at your local store is if service is requested and we do not have a serviced replacement readily available. If so, we should issue you a credit for the current market value of the device (not exceeding the original purchase price) to allow you to purchase a replacement at your leisure. I truly apologize if we failed to properly explain this at the store or when calling us for assistance and for any frustration you may have endured as a result. Please know though that your feedback is greatly appreciated, as we do like to hear from our customers about what is and, more importantly, isn’t working within our company. I’ve also personally documented your concerns here at the corporate campus to ensure they’re made available for internal review for possible future changes company-wide.

 

With that said, if you haven’t started service yet, you may do so by clicking the link here. If you have any questions about this process from here or do not have the necessary information needed to start the claim, please feel free to send me your name, phone number, and email address via private message by clicking the blue “Private Message” button included in my signature below. I'd be happy to help however possible.

 

Thanks for posting,

Alexandra|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎10-06-2017

Re: Terrible phone replacement plan!

[ Edited ]

Let me address a few things:
1. I know about the service fee
2. As you said above, "failed to properly explain this at the store or when calling us for assistance". I guess I wasn't clear enough when I explained what happened. The sales guy in the store I bought the phone from specifically stated that this plan was better than the verizon pritection plan that I've always had. He sold this as more convenient specifically for the reason that if anything happened and the phone was still carried in the store that this plan was superior because I could go into the store for replacement. That is not a "failure to explain" that is complete misrepresentation.
3. Two of you geek squad supervisors (one named Michael), when asked what the fastest way to get a replacement phone was, told me to go into the store and it would be replaced then and there.

Update on best buy's continued ridiculous customer "service":
I called geek squad early Tuesday morning 10/10/17, a female representative by the name of "Zil", who spoke and understood almost no english. She went through the entire process only to tell me my phone was not available for replacement. Ha. Of course. She said she thought could figure it out and would call me back. To her credit, she did call me back in about 10 mins. She explained that she had some kind of computer error and the phone is available.
Continued the process with her, when giving her my shipping information I knew it was going to be a problem. I live in Boulder City, NV. She repeatedly asked if the word 'city' was in the name and had to be entered that way. After 3 times of very slowly going through my address, I also had her repeat it back to me.
I specifically asked if a signature would be required for the package. She said no. This was a very specific question.
I asked when the package would arrive. She said 2 business days and it should be thursday. So of course on Thursday I get a confirmation email that the package has just been shipped Thursday and that it would REQUIRE a signature! If your employee would have known the answer to this very easy question I would have had it shipped to my office address!
It's Friday today, and I had to take the day off for this. Well, turns out ups updated their site with the package as "undeliverable due to wrong street address"

So here I am 10+ days without a working phone. Ups has to track down the driver to see if he's still in town but most likely I will get it on Monday, at the earliest!
None of this ridiculous situation is because of a misunderstanding or failure to explain. This is blatant false sales pitch just to trick someone into getting this awful protection plan and poor training of all of your geek squad phone agents.

I am sure I won't get a response to this for seveal days but I waited to respond because apparently I had some kind of hope that best buy would still come through. NOPE!

This is what needs to happen:
1. A person who speaks english needs to call me and arrange for me to get a phone in the store! This is what should have happened in the first place. I was lied to and tricked into getting this plan over the verizon protection plan. I have never in almost 9 years EVER had anything even close to this chaos happen when dealing with verizon customer service.

My name is Lisa {removed per forum guidelines}. My phone number is {removed per forum guidelines} and my address is {removed per forum guidelines}

Highlighted
Posts: 5,528
Topics: 320
Kudos: 176
Blog Posts: 12
Solutions: 316
Registered: ‎01-21-2014

Re: Terrible phone replacement plan!

Hello Lisa,

 

I apologize for the lateness of my reply. I’m typically work Monday-Friday, but as I was out of the office until recently, I wasn’t able to respond as quickly as I would normally like.

 

Upon review of your service order using the information you proactively provided, I see that you were able to successfully pick up your replacement device this past Saturday. With that said, it’s clear to me things did not go according to plan even when setting up the service. Although you may always call us at 1-888-BestBuy if you wish to speak with someone regarding this issue over the phone, please know I’ve sent you a private message to discuss this matter further. You may view it by logging into the forum and clicking on the envelope icon in the upper right-hand of the page.

 

Thanks for posting,

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