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New Member
Posts: 3
Registered: ‎05-23-2019

Formal Complaint

i just had the worst experience I have ever had with Best Buy today in trying to get my Geek Squad Protection plan honored. The supervisor (Terrance) who attempted to "help" me was very dismissive and argumentative and even told me to reach out to corporate because there was nothing they could do. They were attempting to charge me for a repair that was covered under my plan because one system said my plan was expired despite my online account showing the plan was still active and they even provided me a print out that showed my plan would be active today and they still refused to help me. I called into customer service and every agent I spoke to confirmed my plan was still active and even tried to call the store to try to assist, but the person at the store HUNG UP ON THE CUSTOMER SERVICE AGENT! I had to go back to the store to complain to the store manager for continued assistance. The manager was apparently aware of the issue and wasn't even apologetic. My interactions with leadership there made me feel like my issues was inconveniencing them. I even spoke to a supervisor on the customer service line who was supposed to be reaching out to the store to help, but the call dropped and they never called me back despite the fact that when my call dropped earlier in my issue the agent I was speaking to was able to reach back out promptly to try to resolve my issue. 2 hours later one Geek Squad representative (Kiana) finally decided to call support herself and had them fix the issue on their end to resolve the issue. I can't for the life of me understand why this had to be so difficult and why the only people to show any empathy for my situation were the agents (Kiana & Fred). And it took 2 HOURS for someone to take initiative instead of putting everything back on me. This experience was nauseating and I have 0 confidence that the leadership in that store cares at all about the frustrations they caused me or the time I wasted trying to get the issue resolved.

Posts: 324
Topics: 21
Kudos: 131
Solutions: 12
Registered: ‎10-03-2017

Re: Formal Complaint

Hi, imurph200,

 

Thanks for your post to us and welcome to our Community Forums. 

 

Having to spend time on issues that are caused by a system error is never a fun time, and I know that I'd be just as upset if I were you in this situation. I'm sorry that you've had to work so hard to try and take use of your protection plan that you have with us, and for the way that you had been made to feel when visiting one of our stores. We expect our managers to be professional in every interaction, as well as ready and willing to help out with any issue. 

 

I am glad, though, in the end that everything was able to get fixed so that your plan could be utilized. Have you now been able to get your item sent off to get repaired? 

 

Thanks,

Cameron|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎05-23-2019

Re: Formal Complaint

At this time, yes. My device was finally able to be shipped off for repair under the protection plan.
Posts: 11,529
Topics: 146
Kudos: 318
Blog Posts: 21
Solutions: 549
Registered: ‎01-03-2013

Re: Formal Complaint

Hi there, imurph200, 

 

Thank you for following up with us regarding this experience. We're glad to hear your repair service has been able to get underway, albeit after jumping through a few hoops to get the expiration error dealt with. We greatly appreciate you taking the time to share this experience with us, as our customer's feedback is always welcomed and provides us with the best information to know how we may improve in the future. 

If you should need any further assistance, please let us know. 

Sincerely,

Tasha|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎05-23-2019

Re: Formal Complaint

I'm not asking for a full explanation of your internal escalation process. I want to know if any additional steps are being taken because of this situation. I frequent this store because it is walking distance from my house, but it doesn't feel like my business is appreciated and there's nothing so far that gives me any confidence that my experience would be any different if I do decide to continue to do business with that store at all.
Posts: 11,529
Topics: 146
Kudos: 318
Blog Posts: 21
Solutions: 549
Registered: ‎01-03-2013

Re: Formal Complaint

Hello, imurph200, 

 

Thank you for following up with us. Please know that we've received your private message as well, and will be sure to respond to you there. 

Regards, 

Tasha|Social Media Specialist | Best Buy® Corporate
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