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New Member
Posts: 4
Registered: ‎10-19-2017

Why buy geek squad insurance when they won’t help you

So here is the story: 

 

One evening I turned on my tv in my bedroom and it had red and green lines going down the center. So I call geek squad since I bought the protection plan and the automated voice tells me since the tv is under 42” I have to bring it in.  By the way this is a 40” TV.  So I schedule an appointment online for a few days later.  In the process of me picking it up and moving it from my bedroom to the car I crack the screen right in the center.  So obviously I’m furious at this point because they told me to bring it in and I crack the screen. 

 

I get to the store and even before telling the agent this whole story, he said “yeah we will take care of it, you have it under protection”.    So at this point my relieved and thought Best Buy had great customer service, they are taking care of me.  And the wait time was around 2-4 weeks and I understand.  So I’m waiting and I get a call saying “your TV is ready for pick up and it actually came back unrepair, so you can come pick it up”.  

 

Now im back to furious at this point because I was told it would be fixed and now it isn’t?  That doesn’t make any sense to me.  So I go to pick it up and they don’t even think about giving me store credit for a replacement and all they say they can do is give me my prorated amount back for the insurance.   HOW FRUSTRATING IS THIS!!!!! 

 

Why create a process for a customer to only have the choice to bring it in and then you won’t do anything and take ownership of it.  I understand I caused PART of the issue but the original issue goes unfixed.  What a terrible experience, I go from being a happy customer, and probably life-long customer, to feeling like I got cheated because of the process YOU ALL created. 

 

All I want is a replacement TV

Posts: 6,691
Topics: 125
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Registered: ‎11-30-2015

Re: Why buy geek squad insurance when they won’t help you

Hello Woelfel22,

 

Noticing damage to your TV is not good, and I’m happy to hear that you had a Geek Squad Protection Plan. It’s discouraging to hear that you damaged your TV while getting it to your local Best Buy for your appointment. Thank you for taking the time out of your day to share your experience with us. I’d be happy to discuss how Geek Squad would be able to assist you at this time.

 

Geek Squad is only able to assist you per the terms you agreed to when purchasing your Geek Squad Protection Plan. I’m sorry that physical damage is something your plan doesn’t cover. It’s discouraging to hear that your local Best Buy didn’t articulate this to you when you dropped your TV off, and may have provided incorrect expectations moving forward.

 

Since we’re unable to service your Geek Squad Plan you’re welcome to request a cancellation of your plan, and receive a prorated refund for unused portion of you plan. You can cancel your plan by giving our agents over the phone a call at 1-800-GEEKSQUAD.

 

Please let me know if you have any questions about the terms you agreed to, and I’d be happy to help you answer those questions!

 

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎10-19-2017

Re: Why buy geek squad insurance when they won’t help you

Know one seems to understand that the first issue was still not fixed, the green and red lines down the screen. Per the terms of the agreement you are suppose to fix that defect in the TV. Help me answer that, why wasn’t the first issue fixed!

And the process is terrible that you force customers to bring in the TV on their own and won’t fix something during that process. If I HAD the option to have someone come service it, I might have done that.
New Member
Posts: 4
Registered: ‎10-19-2017

Re: Why buy geek squad insurance when they won’t help you

No* not know, still angry I can’t spell
Posts: 2,003
Kudos: 142
Solutions: 97
Registered: ‎01-08-2011

Re: Why buy geek squad insurance when they won’t help you

It's not repaired because there is physical damage to the panel and physical damage is not covered by your extended service plan.
They're not going to guess at what issue happened first, nor does it matter in this case.

You're taking your car in to get some scratches removed. On the way to the shop, you get into a car accident and total your car. Do the scratches matter at this point?
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I am not a Best Buy / Geek Squad employee. All comments and opinions are my own.
New Member
Posts: 4
Registered: ‎10-19-2017

Re: Why buy geek squad insurance when they won’t help you

Understand but my point is that I was forced to bring it in without any other option.

I could call a mobile detail company to take care of my car, I at least have any option to do one or the other.

It’s also annoying that I was told it would be fixed and waited 2 weeks for them to tell me they won’t fix it.

There just seems to be so many bad choices made by Best Buy to not have all employees understand the policy and to force a consumer to bring something in where something could happen in the process. Just terrible customer experience in my opinion. I’m not some random guy talking about customer experience. Where I work full time we stress customer experience and will go out of our way to make a customer happy if we did something wrong or if along their journey something bad happened and we will fix it.
Posts: 2,003
Kudos: 142
Solutions: 97
Registered: ‎01-08-2011

Re: Why buy geek squad insurance when they won’t help you

Yes, they shouldn't have sent it out once they saw the physical damage as there is no way it would be covered.  


You've purchased a service plan for the TV which has a specific set of guidelines dictating how repairs are initiated and what coverage entails. "Making a customer happy" in this case would be for the store to eat the cost of the TV and give you a new one.  Exceptions like this are always possible, but generally, won't happen unless the store is at fault. 


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I am not a Best Buy / Geek Squad employee. All comments and opinions are my own.
Posts: 6,691
Topics: 125
Kudos: 426
Solutions: 304
Registered: ‎11-30-2015

Re: Why buy geek squad insurance when they won’t help you

[ Edited ]

Hello Woelfel22,

 

Thank you for clarifying your frustration with this matter! I’d be happy to address your additional concerns. I understand that you feel the like damage wouldn’t have occurred it other options were present for servicing your TV.

 

Regardless of the initial issue of the red, and green lines Geek Squad would be unable to assist you with your TV repair. Once physical damage is present we’re unable to determine how, or when that occurred. Initially, the pixels were just having technical issues and now they’re physically damaged. Fixing the TV’s processor, and the technical issues present will not result in your TV being usable at this point.

 

I'm sincerely sorry that your local Best Buy advised you incorrectly, and sent the TV for repair. As I stated prior you’re more than welcome to review the terms you agreed to at the time of purchase to see how Geek Squad would be able to assist you.

 

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
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