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New Member
Posts: 4
Registered: ‎01-03-2019

geek squad complaint concerning mobile phone

[ Edited ]

January 2,2019

Dear Best Buy ,

I want to bring your attention to unfair and unprofessional treatment that I received from your Geek Squad (mobile service).

From July 2017 to July 2018 I was on a diplomatic assignment in China. I returned for Christmas 2017 and requested through Geek Squad under my protection plan a  replacement Galaxy S6 mobile phone due to a weak battery . I was told at the local Best Buy that my phone would arrive for me to activate before I returned to China on January 2nd, 2018.

Unfortunately the phone did not arrive in time.  It was delivered to me in January in China by a colleague. However, Verizon would not allow me to activate the new mobile phone overseas from China so I was forced to continue using my old mobile phone with the weak battery.

 In February, Best Buy Geek Squad charged me $265 since I did not send in my old mobile phone in the required 30 day timeframe. My wife called Geek Squad to explain the situation with the expectation that the $265 charge would be waived until my return when I could send the old mobile phone  to Best Buy. Unfortunately Best Buy Geek Squad did not agree and charged my credit card on February 2nd 2018.

When I finally returned in July 2018 I spoke to several supervisors / managers who agreed that, under the circumstances,  the $265 should be refunded once I sent in my old mobile phone . The following 4 cases were opened by Geek Squad supervisors / managers who understood my situation and believed I should be reimbursed:

  1. Case{removed per forum guidelines} submitted by Tom , emp # {removed per forum guidelines}Tom instructed me to send in my old mobile phone and that upon receipt he would reimburse the $265. Based on Tom’s advice I sent in the old phone. I was not called and I did not receive a credit.
  2. Case {removed per forum guidelines} submitted by Chris, emp #{removed per forum guidelines}Chris submitted this new case to get me reimbursed and advised that a back office associate would call. I did not receive a call or any other notification.
  3. Case {removed per forum guidelines} submitted by Grimm emp# {removed per forum guidelines} Grimm agreed that I should be reimbursed and that he would call me personally after back office approved. I was not called.
  4. Case {removed per forum guidelines} submitted by Jay emp# {removed per forum guidelines} Jay advised me that all prior cases were rejected but agreed that it was unfair for Best Buy to now have my $265, and my old mobile phone.

I finally received a call from a Geek Squad employee to tell me that all cases were rejected and that I would not receive my $265 OR my old mobile phone that I was instructed in the first case to return. His answer was that it was MY mistake to send it back to Best Buy…..even though in the first case I was instructed to do so.

It’s unacceptable that Best Buy would treat me like this given my overseas diplomatic service situation. And to reject the final case while keeping both the money and the old phone is totally unfair.

I would appreciate an answer from the complaint department at Best Buy as to why Best Buy believes they deserve to keep both the $265 as well as the mobile phone.

Regards, Joseph {removed per forum guidelines}, Best Buy rewards member ID {removed per forum guidelines}

{removed per forum guidelines}

H {removed per forum guidelines}   C {removed per forum guidelines}

Posts: 1,719
Topics: 45
Kudos: 226
Solutions: 85
Registered: ‎10-19-2017

Re: geek squad complaint concerning mobile phone

[ Edited ]

Hello brett0923,

 

Thank you for taking the time to reach out to us on the Best Buy forum! I can see why you may have questions about the money you were charged when you did not return an old phone after a replacement was processed under your Geek Squad Protection Plan (GSP). Travelling for work must be quite challenging so I can also understand wanting to make sure that your previous refund denials have been reviewed. With that in mind, I’m happy to take a look at the details of your situation.

 

After examining the cases and account information you provided in your post, it looks like you’ve been in contact with us regarding this situation quite a bit. While I understand that you’re saying refund was promised to you, it appears the cases you’ve referenced were submitted as requests to see if an exception could be made and not promises of refund. From your post, it sounds like you were advised that not returning the phone within 30 days, regardless of the circumstances, meant that you would be charged as you said that your wife called before that charge was applied and was told directly that it would not be waived. This is per the Terms and Conditions of your Geek Squad Protection Plan (GSP). You can see the full details of those Terms and Conditions from the applicable GSP drop-down menu here.

 

While not the answer you were hoping for, you have been correctly advised that Best Buy is not able to comply with your requests for refund or return. Thank you again for taking the time to reach out about this situation so I could look into it further. If you have any other questions in the future, please feel free to reach out to me here.

 

Respectfully,

Kayla|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎01-03-2019

Re: geek squad complaint concerning mobile phone

[ Edited ]

Kayla,

Your response is the standard reply I received over and over and doesn't address the issue which is the following:

 

Geek Squad ordered me to send in my old mobile phone after I returned in July 2018 and, yes, the first manager did , in fact PROMISE me a refund..... So after many case submissions now Best Buy has both my old phone AND my $265. This is unfair!!!!!

 

Please respond to why you think having both my old phone and the $265 is the correct solution.

 

Regards,   Joe {removed per forum guidelines}

New Member
Posts: 4
Registered: ‎01-03-2019

Re: geek squad complaint concerning mobile phone

[ Edited ]

Kayla,

Please give me the mailing address and email address of upper management so I can send a formal complaint to them. All of the Geek Squad managers agreed with me and thats why all those cases were submitted. I now need to raise this complaint to higher authorities.   Regards, Joe {removed per forum guidelines}

Posts: 20
Topics: 0
Kudos: 3
Solutions: 2
Registered: ‎07-27-2017

Re: geek squad complaint concerning mobile phone

[ Edited ]

Hi there, Joe,

 

My name is Mel and I am one of the managers for our social media customer care team. 

 

The answer to your question is that per the terms and conditions of your Geek Squad Protection Plan (GSP), you needed to return your old phone as originally instructed within a certain time frame. As this was not completed as instructed, the authorized card was charged. You can review the GSP contract that you agreed to upon purchase by selecting the appropriate plan from the drop-down menu found at the link Kayla sent you in her previous message. These terms are why all previous requests for reimbursement have been declined.

Our team is located within Best Buy's Corporate Campus, and is empowered to handle and respond to all contact types. I will ensure your complaints are recorded in full, and while I know this outcome is far from ideal, there would not be a separate email or mailing address to refer you to at this time. 
 

Respectfully,

Mel|Social Media Supervisor | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 4
Registered: ‎01-03-2019

Re: geek squad complaint concerning mobile phone

Mel,

 

Your response is totally wrong.......All you folks do is repeat the policy instead of reading my situation. Any other customer-centric company would understand and reimburse my money. 

 

You didn't answer my last question which is : what is the name and address of Best Buy's senior management responsible for your horrible customer service?     Joe

Highlighted
Best Buy Employee
Posts: 973
Registered: ‎01-09-2015

Re: geek squad complaint concerning mobile phone

It seems she did.

 

" I will ensure your complaints are recorded in full, and while I know this outcome is far from ideal, there would not be a separate email or mailing address to refer you to at this time. "

I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***