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Posts: 1
Registered: ‎08-30-2021

GSP Plan a Joke

I have always had great experiences and customer service with Best Buy but today was not one of them.

I purchased a set of Bose Sport Earbuds as a birthday gift on 6/08/2021. I got it on sale for $159 where the usual price is $179. When checking out we were offered the protection plan. It was not explained to use, just that it was for 2 years and would cover any issues we had. So we purchased it for $49.99. In total spending $222.98 including taxes.

A few weeks ago my fiancé was working outside and touched the right earbud and it fell off the ear piece tip! It hit something and was lost. He searched and searched but it could not be found.

I figured ok we can replace the whole earbud, no problem. Well I went online looking for help. I chatted with Geek Squad and they told me to set an in person appointment to see about getting some type of replacement. But suggested I go through customer service first.

I looked online at Bose and chatted with their customer service as well. Apparently they do not replace one earbud as both earbuds are connected and I would need to replace the whole unit. They offered me a discounted price that wasn't much of a discount. I decided to try customer service for Best Buy to see what they could do. I chatted with a customer service representative and he told me I was covered under the plan with accidental coverage. He scheduled my in person appointment for me and I was very thankful for the help.

I go into the best buy and explain to the customer service employee. He doesnt even look any information up, just tells me the plan doesn't cover that. He checked with someone over the earpiece and came back to me with, "We don't cover that. If you had the piece we could look at it." If I had the piece I wouldn't have an issue!! I leave upset and call customer service where Im on hold for 30 minutes before I speak to someone.

The representative tells me that the plan doesn't say coverage for loss and proceeds to read me the options of the plans. I tell her it doesn't say it covers but it doesn't say it doesn't cover. We spent over $200 on these earbuds with a protection plan and no one can do anything? Why offer a plan when it doesn't cover anything for a lost component. It would be fine if the other earbud worked but they have to go together. So shouldnt this be covered under some aspect of the plan since you need both to work??

The sad part is if we found the other earbud it would be ruined due to rain and outside weather exposure. BUT the plan would then cover something. My question is why offer a plan that doesn't cover a loss? Why did the cashier offer us a plan that was a waste. Over $200 down the drain because no one will help.
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Registered: ‎11-29-2016

Re: GSP Plan a Joke

Good afternoon, Mlee1,

 

Welcome to our forums!  A Geek Squad Protection plan (GSP) is a great way to ensure your products are protected beyond what’s typically offered by the manufacturer’s warranty, so while I’m glad you purchased one for your fiancé’s earbuds, it’s disappointing to hear your experience has been soured when attempting to utilize it.

 

In regards to what is and is not covered by this particular GSP, as it sounds like your local Best Buy store has mentioned, this would cover things like damage from handling or a power failure from normal wear and tear, however, loss of one or both earbuds would not be covered.  You’ll find more information regarding the benefits of our headphones GSP here.

 

With that said, I would like to take a closer look into your purchase to make sure we’re exploring all options available for you.  In order for me to do so, I’ll ask that you send me a private message with the following information:

 

  • Your first and last name
  • Your phone number
  • Your email address
  • The “Customer Service PIN” from the bottom of your store receipt

 

As you can imagine, we’ll want to keep this sensitive information out of the public view of our Support Forums, so be sure to sue the blue “Private Message” button in my signature to get this sent my way.

 

Looking forward to hearing from you,

SeanM|Social Media Specialist | Best Buy® Corporate
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