03-29-2021 11:59 AM
On December 2, 2020 I made a purchase of a Samsung S20 Plus at the Rochester Hills, MI location. The sales person who worked with me suggested a Device Protection Plan through Geek Squad. When I mentioned that my previous phone was covered by Verizon he strongly recommended geek squad as being superior, and since Best Buy was a national known company I signed for the Geek Squad plan,
To my surprise that was a complete lie and fabrication. Upon approaching the Geek Squad counter at The Shelby, MI location (Rochester Hills had closed) I was told it would be a $200 deductable PLUS a FIVE DAY turn around for the repair or refurbished unit. I protested the cost and delay to the Geek Squad Manager who responded to take it up with the store manager where it was purchased. Really? At a store that was closed!
If I had maintained my Verizon Device Plan I would have received a refurbished replacement in 24 hours at a cost of between $50 and $100. Therefore, why would I have switched coverage for a significantly decrease in coverage? I was clearly lied to by a Best Buy employee.
As a side note, when speaking with the customer service desk I received a fairly glib response to my issue.
03-30-2021 01:28 PM
Good afternoon, rkonicov,
Welcome to our forums. While there are quite a few benefits to our Geek Squad Protection plans, it’s disappointing to hear your experience thus far with the phone you’ve purchased has ended on such a sour note.
Using the information you’ve provided here, I see you also have a case open with our Executive Response team, and were contacted by a representative from that team earlier this week. Going forward, they will be your point of contact regarding this matter, and I recommend following up with them for any additional concerns you may have.
03-30-2021 01:35 PM
Thank you for your response. However, I have not been contacted by any individual from Best Buy Corporate.
Addiionally, I fail to see any advantage to a Geek Squad device protection plan when the turn around time is five days at a cost of a $200 deductable.
03-30-2021 02:00 PM
Thank you for following up, rkonicov. I’d like to make sure we’re on the same page going forward, so I’ll ask that you send me a private message with the following information:
So I might reach out to the Executive Response representative with your case. To send me this information privately, you’ll want to use the blue “Private Message” button in my signature, and if you’re accessing our site on a mobile device, you’ll want to use the “Full” or “Desktop” view before this button is visible to you.
03-30-2021 02:47 PM
Thank you for getting this information to me. While I’ve removed your last name, and other pieces of private information you’ve posted to our public forums, I have forwarded this information to the representative within our Executive Response team to request they follow up with you at their earliest convenience. As mentioned, they will be your point of contact going forward regarding this matter.