12-27-2020 03:30 PM
Our 501(c)(3) nonprofit org purchases a lot of our presentation gear at BB. In August, we purchase a fourth TV and Protection Plan. We see these in the system's Purchase History in our BB account, almost immediately, upon buying them in-store.
Months later, the TV it emits a piercing "car alarm" sound when we pause a presentation. Our setup also involves an Onkyo receiver and Shield TV (all purchased at BB). Subsequent testing and further research reveals, the "car alarm" sound is a known issue with Vizio TVs.
We visit a local BB and ask what to do. It is recommended we get the newer Shield TV Pro. As advised, we purchase an upgraded Shield TV Pro in-store and test it with the same setup. Nevertheless, the "car alarm" issue persists.
We decide to use our 2-Year Protection Plan to exchange the Vizio for a Sony Bravia at BB, paying the difference between our purchase price and the more expensive Sony. BB Customer Service (in-store) says this is doable.
But, then the CS rep says she can't find our Protection Plan in her system.
We log into the BB phone app and call up our Purchase History, in order to show her the Protection Plan is there. She sees it and scrolls through the purchase history, calling over a supervisor. They both remark on how weird it is, that it's not showing up in their system.
FWIW, all in-store staff are doing their best to resolve this discrepancy. Ultimately, the manager explains that Protection Plans sometimes show up differently, because it's a corporate thing, so I might have to call the 888 number.
As advised, we call the 888 number. We're transferred multiple times. During our fourth transfer to a different department, the rep accidently disconnects the call.
We wait for, but do not receive, a callback from the rep. So, we begin a Chat session with CS. We ask if they can see our BB account Purchase History, on their side. They cannot.
We ask to share our login and password with them, so they can access our Purchase History. They say that's not allowed.
We ask if we can upload screenshots via Chat, or get an email address to which we might send them the screenshots. They say Chat sessions don't allow image uploads, and, there's no email address available for CS.
They suggest we take our phone into the store, and show CS in person. We say we did that. We explain how the in-store rep suggested we call the 888 number, which we did (see above).
Community Forum allows images, enabling us to share the screenshots of our Purchase History. That's what we're doing here.
We get Protection Plans for major purchases in case something goes wrong. The issue with the Vizio is incredibly jarring. I mean, it's bad. And apparently the issue is common to the model. So, we decided to get a higher-tier brand, by turning in the Vizio and applying the exchange to a Sony X900 or something similar.
The purchase of the 2-year plan is clearly reflected in our Purchase History. It's been there all along. It's still there, now.
That's a Purchase History screenshot (above) from today. So it's in the system. Same as the day we purchased them.
But when we try to use Plan, to do what it's designed to... we are told it's not there. Yet, we're looking right at it.
Confusing and disconcerting. What can we do now?
Thanks for the opportunity to share this info with you.
12-29-2020 01:49 PM
Hey there, artpeers,
Welcome to our community, and for keeping Best Buy in mind for your tech needs. Taking advantage of a Geek Squad Protection plan is always recommended, and with the issues that your TV is currently facing, I can certainly understand wanting to bring this to our attention and get the appropriate support with this. It is certainly strange that this plan wasn't pulling up when you were trying to arrange an appointment.
For clarification, have you since been able to schedule an appointment with your Geek Squad Protection plan for this TV since reaching out to us here?
12-29-2020 11:27 PM
Thank you for replying, especially over the holidays.
Yes, we went to our local store and explained that we experienced a ‘known issue’ with the Vizio’s ARC input (specifically, when using a Shield TV device.) We asked what the next steps would be, with regard to the protection plan, to try and solve this. We indicated we were willing to purchase a different brand of TV, even if it cost more than the Vizio. We asked if we would need to have it looked at, first.
The manager (in-store) said we’d be able to exchange it (return it) and apply that toward a different brand of TV, given that the issue was a hardware defect. We said that was fine, and we wanted to move forward with that process.
When the staff member tried to begin the exchange, that’s when they discovered the glitch, preventing them from seeing the plan on their side of the system. (On our side, it’s right there, in our Purchase History, with everything else we’ve ever bought at BB.)
The staff members in-store were very helpful. They were as confused as we were. But they were definitely trying everything they could. We were able to able to show the in-store team the records in our account, using the BB app on my phone. Ultimately, the in-store team suggested we just contact the 888 number, because it appeared to a glitch on the corporate side, rather than something in-store.
So, we called the 888 number. We got transferred around for an hour+ and then disconnected. It was clear, though, that a phone call wasn’t going to enable staff to see the records in our account. It all shows up as it should on our side of the system, but not on the staff side, for whatever reason.
We thought that Chat would enable us to upload the screenshots from our purchase history, but that was not possible.
tl;dr – yes, the first thing we did was to visit our local store, to figure out ‘next steps’ with regard to the Geek Squad protection plan.
12-30-2020 09:01 AM
Thank you for the clarification on this, although I am sad to hear that this hasn't been sorted out yet. I'd like the opportunity to look further into this and assist however possible! Since I will need to collect additional details to review this, can you please send me a private message that includes your:
Customer Service PIN located near the bottom of your receipt
You can send a secure message by using the Private Message button below in my signature. I look forward to hearing from you!