Add Product

Search Results:

Reply
Highlighted
Member
Posts: 24
Registered: ‎08-13-2020
Accepted Solution

no escalation for Elite Member?

I'm an Elite Memeber of Best Buy.

 

Yesterday I visited to give my laptop to Geek Squad protection plan, but I heard that it will take around one month to fix up. I know that there might be many repair orders accumulated, but does Best Buy take no special care of its 'Elite' customer?

 

I've purchased several laptops from Best Buy and have always purchased Best Buy's warranty (aka Geek Squad's protection plan", but as I recall this is my first time to take advantage of its repair service.

 

If Best Buy lets its elite customer who distinctly spent more money than any other non-elite customers, then actually it is very disappointing.

 

No escalation available for an elite customer?

Highlighted
Member
Posts: 24
Registered: ‎08-13-2020

Re: no escalation for Elite Member?

some typo fixed:


I'm an Elite Member of Best Buy.


Yesterday I visited to give my laptop for Geek Squad protection plan, but I heard that it will take around one month to fix it up. I know that there might be many repair orders accumulated, but does Best Buy take no special care of its 'Elite' customer?


I've purchased several laptops from Best Buy and have always purchased Best Buy's warranty together (aka Geek Squad's protection plan", but as I recall this is my first time to take advantage of its repair service.


If Best Buy lets its elite customer who distinctly spent more money than any other non-elite customers wait as the same, then actually it is very disappointing.


No escalation available for an elite customer really?


* I hope this board will support 'edit' function for a uploaded post.
Highlighted
Best Buy Employee
Posts: 2,048
Registered: ‎01-09-2015

Re: no escalation for Elite Member?

The time frame has to do with the worldwide shortage of parts due to COVID-19 as well as a larger than normal workforce needing their machines at home to run perfectly. Unfortunately Elite or Elite Plus members do not garner any different support choices at the repair center, parts are fulfilled as quickly as possible and there is no separate repair part stockpile reserved for Elite Members.
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***
Highlighted
Member
Posts: 24
Registered: ‎08-13-2020

Re: no escalation for Elite Member?

I don't think it is practical at all to let a customer wait for one-month (or even might be longer than that) repair. Not only for gaming, I also need my high-performance laptop for my works too. Remember: Geek Squad Protection Plan is not free, I paid additional my money for that.

 

Do not make poor excuses on your business. If the COVID-19 hits you, actually whatever hard time you have in your business, anyway it is absolutely you Best Buy's responsibility to get enough stock, parts, workforce or whatever. Do you want me to take care of your stocks or business situations when I'm not get paid by you as a staff?

 

If Best Buy cannot, it just means that it is incompetent and no one will have positive experience for it. (Already some websites in this year's google search are giving one out of five stars to Geek Squad protection plan rating)

 

Personallly I won't blame you jdogg836 for my annoyance because I believe you're not in charge of BBGS's repair system. But I want to tell the company CEO or whoever in charge "Get your job done right when you get paid".

Highlighted
Member
Posts: 24
Registered: ‎08-13-2020

Re: no escalation for Elite Member?

@jdogg836 Anyway I accepted your reply as solution because you gave me some explanation about what's currently going on.

Stay safe and healthy.

As a still-dedicated customer, I hope the Best Buy will keep prospering as long as possible. I believe BB and GS can do better.
Highlighted
Best Buy Employee
Posts: 2,048
Registered: ‎01-09-2015

Re: no escalation for Elite Member?

I don’t think anyone, including those at Geek Squad, are satisfied with the time frames involved. But, as I said there are a lot of things outside of Best Buy’s control that led to the longer than normal delays. It’s also not limited to just Best Buy. Repairs on MacBooks through Apple are also in extended repair times, my Denon AVR was repaired in Denon’s service center yet it also took a few days over a month.

When it comes to repair centers, with the exception of common failure components, parts are NEVER back stocked by service industries. They are ordered “on demand” when needed. This isn’t the auto industry, these parts often only work on one model and are not interchangeable in most cases.

Hope this helps.
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***
Highlighted
Member
Posts: 24
Registered: ‎08-13-2020

Re: no escalation for Elite Member?

@jdogg836 I got it. Thanks for your reply again.

Let me wait for the repair. I hope it'll be done good.

If later I suffer from any other issue then I'll put another post about it here.

Again: Stay safe! Health is the most important asset in life. Smiley Very Happy