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New Member
Posts: 8
Registered: ‎09-01-2019

customer service

today was the worst customer service experience I've ever had.. at the visalia ca store with in store manager David. I drove to store and received sub par customer service on basic question " I don't know.., it's on them.. and if that what they told you then that's what it must be.., . call 1800 # if they can help you then come back.. I called the 1800 number a waited 2.45 hours on phone [ on hold] on three attempts made, transferred to billing, geek squad, and supervisor and back to geek squad. speaking to Mike, lorenzo, then Sup Alex only to ask a insurance coverage question.. only to be told that yes I could renew.. no you cant.. and when asked to speak to sup I was placed on hold 45 minutes..... when spoke to sup Alex he was in professional, unknowlegable, un supportive, and basically demonstrated a lacked the ability to relate to customers, knowledge to preform his basic customer service functions. I asked to speak to his supervisor when he/ she was available, when asked for sup name, per Alex " yeah I cant give you his name.., I was not asking for phone # or address just name as reference for Monday. at this point my 2400 TV and damaged product is the least of my concerns. the lack of customer service, insensitivity, lack of knowledge, and incompetence by team members is frankly sad. in my profession I'm in a leadership role and today's events would be an embarrassment not only to team members but also company.. sad to realize that an organization that stands and provides excellent products had under performing team members..
Geek Squad Agent
Posts: 3,493
Registered: ‎03-20-2012

Re: customer service

Not 100% sure if this is what you're needing, but only our old plans have the renewal option available. Take a closer look by clicking the link below!


Customers receive a renewal notice via mail and/or email at the conclusion of their original Geek Squad Protection plan. Once this notice is received, you can call 1-800-GEEKSQUAD to renew your existing coverage. One-year term extensions – and longer, in some cases – are available on most products. These plans are not sold at Best Buy stores.

 

I am a CAR Geek Squad Autotech, 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***
Was the question answered click solution and kudos the post?!
Geek Squad Agent
Posts: 3,493
Registered: ‎03-20-2012

Re: customer service

Geek Squad Protection Renewal Plan

I am a CAR Geek Squad Autotech, 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***
Was the question answered click solution and kudos the post?!
New Member
Posts: 8
Registered: ‎09-01-2019

Re: customer service

unfortunately, autotech796 you provided incorrect information. I called 1800 number as requested to renew. when i called i spoke to Jonathan, per Jonathan " autotech769 gave you wrong information, we can renew on line. you have to into store and renew. I drove 40 minutes to store, when there i was informed that you guys both gave me wrong information. that they do not renew at store. I was very frustrated by then.. Again.. asked to speak to store manager. when I spoke to her she stated they have not renewed protection plans for 4 years....... I requested store manager call back along with corporate 1888 number to file a formal complaint not only about my TV issue but now on the lack of professionalism and knowledge provided by 4 reps and 2 supervisors at visalia ca store and 1800 support.
New Member
Posts: 8
Registered: ‎09-01-2019

Re: customer service

cant renew on line..
Best Buy Employee
Posts: 1,061
Registered: ‎01-09-2015

Re: customer service

Autotech796 is spot on, you need to call the number listed in his post to renew plans. The store cannot process these extensions, the exact details of each type of plan is listed in the link provided by Autotech796 as well.
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***
New Member
Posts: 8
Registered: ‎09-01-2019

Re: customer service

thank you for response.. but that's exactly what I did as per his advise. the 1800 rep [ Jonathan] from autotech's response and info provided,, Jonathan is who sent me to store... to renew.. this after I asked him to verify and validate that he was proving accurate info.. that's exactly my frustration. bounsed from 1800 to store meanwhile I'm dealing with original issue and no one can provide accurate feedback. all I wanted was to schedule a service call, potentially renew protection plan but by now I'm interested in the lack of customer service, customer acknowledgment, and best buys team members providing acute concise information to a customer. as best buy employees, the patient experience should be primary.
New Member
Posts: 8
Registered: ‎09-01-2019

Re: customer service

can anyone provided some feedback on time frame for hearing something back on a complaint..via 1888, I file a concerns and dead air!! for 1 week
Geek Squad Agent
Posts: 3,493
Registered: ‎03-20-2012

Re: customer service

No clue about when you might hear back from the 888 support team, however, a moderator could be by when your post comes into the up next on their queue.

 

 

I am a CAR Geek Squad Autotech, 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***
Was the question answered click solution and kudos the post?!
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New Member
Posts: 8
Registered: ‎09-01-2019

Re: customer service

would you happen to know the corporate e mail. I want to file a complaint vial written form.