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New Member
Posts: 5
Registered: ‎03-11-2018

A bit more than slightly irritated.....

Ok, Feb/22/2018, my wife and I had decided that it was time to seek out a better tablet than the 2 year old Acer, which had become beyond obsolete. We decided to go to Bestbuy because, the year prior, we had bought one from a competitor, and that tablet literally blew up in my hands. Needless to say, we chose Bestbuy because of their advertising "knowledgeable associates", "geek squad tech support" and most importantly, the additional "protection plan". Our sales associate was beyond energetic, and a bit on the pushy side. He insisted that we should buy a more expensive unit which, I must admit, was far nicer than the ones we had originally been checking out. We explained to him that functionality and durability were most important, as I have a medical condition that on occasion, has caused me to fall and sometimes drop things. He said,"not a problem, we can set you up".  He then all- but ran around aisles grabbing an item and to the register we followed. We are not a wealthy household by any means, so paying double our budget for the tablet alone, was a big step. He also sold us on a "case" that he said would "help cushion a fall and likely prevent damage." He then sold us on the "protection plan" by explaining that as long as the damage wasn't negligent or intentionally done, that we could " walk in to any Bestbuy anywhere and get a repair or replacement immediately". Now, I generally use my tablet for earning income and playing games, so as a tool that I use to help support my family with, we liked the concept of not having the burden of being without that tool. Unfortunately, we could only afford the one year plan, but figured that by the time a year was up, it would likely be obsolete and need replacing. Now, this morning I was walking down a hallway towards my home office and the tablet fell right out of the case and landed flat on the screen. The screen basically shattered. The tablet fell out of the case because apparently, the tablet was too big for the "case".. the "case", is in reality, more like a folder with a keyboard and bungees to hold the tablet in place. I arrived back at my local store today, at 11:00am, with tablet, box and sales receipt, in hand, to use that "protection plan" that my wife and I had paid extra for and had faith in. After more than 15 minutes of waiting and being sent from associate to associate, then to a guy from geek squad, I was informed that I had to allow them to send my tablet out for repairs and it might be done in 10-15 days, but could be longer.... Basically, I was lied to from almost the beginning of this ordeal. What was the point of purchasing the "protection plan"? It seems like I got screwed into buying the same exact service that the manufacturer offers with the purchase. This debacle has left my wife and I very upset to say the least! We feel like the sales associate deliberately lied to us about 2/3 of the purchases we made. 

Posts: 2,565
Topics: 17
Kudos: 258
Solutions: 136
Registered: ‎11-29-2016

Re: A bit more than slightly irritated.....

Hi Jester_Jinx1,

 

Welcome to our forums, albeit under such unfortunate circumstances.  I know how upset I would feel if I dropped a brand-new tablet, especially after only owning it for a few short weeks, so I can only imagine your disappointment after such an incident.  To hear your experience with your Geek Squad Protection Plan (GSP) has added to this frustration is especially disheartening, and I apologize for any inconvenience this experience has caused.

 

As it sounds like you may be aware, any attempts to utilize a GSP to repair a tablet would not be performed by our Geek Squad agents at your local store, and would have to be shipped to our service center for any repairs.  I apologize if there was any confusion as to how your GSP would be utilized during your initial purchase.

 

Although we’re unable to expedite the repair process, please don’t hesitate to utilize the Track Your Repair feature on BestBuy.com to keep an eye on the status of your tablet’s repair.

 

Regards,

SeanM|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎03-11-2018

Re: A bit more than slightly irritated.....

I'm not sure I can attribute this situation to confusion, the salesman was very confident in the blatant lies he sold, and selling a universal folio under the guise of it being a protective case, was bogus. The folio he sold us for it failed, it failed because the tablet was too big. Granted, fixing physical damage in store may not have been viable, but that's where the replacement would have came in to play. I mean, that's why we paid the extra to begin with, otherwise, the manufacturers warranty would have been sufficient. Perhaps you could explain why anyone, who wasn't lied to about the coverage, would pay extra for the exact same service that the manufacturer offers free with the purchase.... So it seems that the plan should have issued a replacement, or the plan is just a way to scam a buyer out of even more money, while giving the buyer one heck of a false sense of security... I have a feeling that this will be the last purchase anyone from this household will ever make from Best buy... Walmart  would have been a better choice by the looks of it... One tough and expensive lesson I guess, buyer beware...

Posts: 2,565
Topics: 17
Kudos: 258
Solutions: 136
Registered: ‎11-29-2016

Re: A bit more than slightly irritated.....

[ Edited ]

Welcome back, Jester_Jinx1,

 

To answer your question, Geek Squad Protection offers coverage that isn’t typically offered by a manufacturer’s warranty.  In the instance of your tablet, any damage that results from a drop or spill, while not covered by the manufacturer’s warranty, will be covered by your GSP.  I realize this process hasn’t gone as quickly as you would have liked, and I do apologize for any inconvenience to you, but I’m optimistic you’ll have a tablet again soon.

 

If you have any other questions regarding what’s covered by your GSP, this link may provide some additional insight.

 

Hope this helps,

SeanM|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎03-11-2018

Re: A bit more than slightly irritated.....

Actually, according to the manufacturers website, the first 30 days would have been covered the same, dropped or not, just like Nintendo and many others do. However, because I didn't go through the manufacturer and went through bestbuy, the manufacturers warranty could be null and void, depending on the interpretation of the wording.. Either way you cut it, my issues remain valid, I was lied to by a sales associate, sold something for my tablet that failed because it was never intended to prevent damage, and also failed, causing the damage because it was too small to fit the device. I was flat out lied to about the coverage plan by the sales associate who sold me the items. Regardless of how you attempt to spin it, I'm sitting and waiting, because of the over- zealousness to make a sale and lies told by the sales associate. I also must again go to the geek squad Representative's response when I told him what the sales rep said, "that's our(bestbuy-geek squad) old policy", now if something is sold with certain implications and/or guarantees, by a representative who is acting on behalf of an establishment such as bestbuy, then I can't imagine why said consumer would have issue with the establishment disregarding, renegotiating or breeching the agreement. Furthermore, the way that you tried to imply or spin things to make the consumer either ignorant to what they purchased, or to feel at fault in any way, is shameful.. I can't wait until this ordeal is over, just so I can be done with best buy, geek squad and the dishonesty perpetrated by Representative's thereof... If you were in our shoes, would you sit content after being lied to at a financial expense? I highly doubt it. I think that you or any other reasonable person would stand up and call a spade a spade. Silence is consent..

Posts: 2,565
Topics: 17
Kudos: 258
Solutions: 136
Registered: ‎11-29-2016

Re: A bit more than slightly irritated.....

Good morning, Jester_Jinx1,

 

I apologize if there was any miscommunication at the time of purchase regarding the GSP plan’s coverage.  We provide the full terms and conditions to our customers at the time of purchase, and they are available to anyone in advance at the bottom of the link I previously provided.  If you’d like to review the full terms and conditions, please follow this link.

 

The terms indicate that if your product needs service, at our discretion we will repair or replace the item.  Replacement is generally only provided if there are no service options available, or it is not cost-effective to repair.  This should have been explained to you at the time of purchase, and I am sorry if that was not the case.

 

At this time, we will need to wait for the repair to proceed.  I can certainly ensure that your concerns with the way this was sold to you are made visible to the appropriate leadership team for any coaching or training opportunities that may present themselves.

 

Thank you,

SeanM|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎03-11-2018

Re: A bit more than slightly irritated.....

I understand that you were not the person who handled this sale, nor are you the geek squad rep that was involved, so I do apologise if you took my correspondence as personal, that wasn't/isn't my intent. I do wish that the correct terms had been explained and not fabricated to get a quick sale. Had the sales associate been in the store when I went back, he probably would have only lied again when confronted. Maybe I'm just "old school" and don't appreciate being lied to or to be sold an item that wasn't only incorrect, but also was the main cause of this insanity. Retail 101: the customer is always right, unless the retailer can explain to the consumer exactly why they might be wrong. In this case, the customer seems to be wrong regardless of if they are right. Repeating the exact same thing over and over, with different wording, isn't going to negate the facts nor appease the person who got shafted. Since this whole thread and the main issues here have seemingly gone over your head, it seems that I must follow suit and contact corporate directly, perhaps someone there may grasp the concept of "customer service" and offer some sort of meaningful response and not some cookie cutter answers that seem scripted. I do want want to say, I appreciate your time spent and what I can only imagine was an attempt to help the situation. Have a nice day and good luck trying to soothe the next disgruntled customer. Hopefully for your sake, they accept the scripted responses that attempt to negate any wrongdoings by employees of best buy, better than I have or ever will. No matter how you slice this, the employee was at fault for this whole mess and the customer is catching the blame, the burden and the expense of it....