07-03-2021 11:40 PM
I bought my son a computer in December 2020 online thru Best Buy. By June 23rd it was no longer working and we brought it to Best Buy. We were lectured about making an online appointment and that the local number is actually a national number as they no longer answer phones. We were called "Boss" by many of the staff and I dont appreciate that. That was trivial but the starting point of this nightmare. The Geek guy said what he thought and encouraged us to buy a Total Tech plan as it would be cheaper than the actual repair. I agreed and provided cash which he refused to take unless I provided my debit card "for the file". He reassured me several times that it would NEVER be charged without my permission. I releneted. When we got home and looked at the paperwork it was clearly stated at the bottom of the recent we purchased a yearly plan that automatically renewed. Please tell me that Geek dude did not intentionally LIE to my face to make his sale.
On June 25th we picked up the computer and it is not much better than when we started. I immediately called to cancel the Tech Plan and the woman was very short with me and tried to convince me that I had to accept a store card because I paid in cash. I did my homework BEFORE calling and made it clear she was in the wrong and I wanted my money back. I made it clear I would NOT be doing with Best Buy again and to get a supervisor. I got to hear how she is working from home but she could try. Mind you, just calling the Best Buy number gets you looped thru voiceless propmpts and eventually you will be on hold for over 20 minutes. She finally got back on the line and told me the plan was canceled and I would have a check mailed to me within 30 days. Seemed an extreme wait time for my cash refund but as long as I was done with company then great.
June 30th I attempted tp purchase a plane ticket for my family vacation July 5th and I had insufficient funds in my account. I was shocked to discover that Best Buy TOOK $53.99 AND $215.99 with the notation "Best Buy Renewal". First of all they should have no plan to renew since on the 25th I canceled the only plan I had. Second even if the plan was canceled I had a year before the renewal and it had only been 7 days.
July 1st I started what would turn out to be multiple phone calls with hours of wait times. Each worker told me a differnet storie. The rude ones that informed they were working from home would eventually place me on holds and then disconnect. One very nice women and her supervisor apologized and stated it was a "systems error" and that they could have the money back to my card 24-48 hrs. She also told me that the worker on the 25th never canceled the plan or generated my refubd so she took care of it. Ok. Acceptable
July 2 my money is still gone and I start the multiple calls again with similiar experience as the day prior. When I finally got a nice worker he infomed me he could see the FIRST refubd check was in process. He could NOT see the refund generated for the money that was taken from me without my permission and that the worker the day before was completely wrong with everything. He then directly stated he knew it was Best Buys error but simply did not know how to fix it. He dug deeper and informed me if I emailed GSPmonthlybilling they would be able to fix the problem and give me my money back and I would make it for my vacation Monday.
I cant sleep. Ive been having panic attacks. Hundreds of dollars spent already on a vacation I cannot go on because a million dollar coorporation that brags they are the best tech company out there had a "glich" and now their call center imployees are allowed to be rude and ignorant. Oh yeah...and the cooperate number I tried went like this, I asked the woman if I had reached the cooporate office and she said yes. At the end of my rant she stated she had to transfer me as she was in customer service. LISTEN TO THE RECORDINGS! OH, how about the online chat I tried and she straight up said I had no options to get my money and when I requested an email copy of our chat I was told 2 hours. That was two days ago!!! How does this company get away this????
I just want both my refunds so I can NEVER EVER have to think about this company again. This is the most disgusting thing I have ever been subjected to. I am not even sorry about the typos. Go the keyboard at Best buy and four of the keys stick. Go figure
07-04-2021 01:00 PM
Good afternoon, juliebush51,
Welcome to our forums, and thank you for sharing your experience with us. Our Total Tech Support membership is ideally a great way to save money on your services with us, so it’s disappointing to hear your experience with your membership thus far has not gone as smoothly as we would have hoped.
While we’ll be unable to assist with the cancellation and refund of your plan through our Support Forums, if you’re still in need of assistance, I recommend continuing to work with our phone support teams at 1-888-BESTBUY or 1-888-237-8289, and I’m optimistic they’ll be able to assist in getting you the refund you’re requesting.
07-04-2021 10:42 PM
Your response only made it worse. A canned response. The number you suggest I keep working with is giving me panic attacks and nightmares. I posted here in the hopes of acutal help. I clearly stated that I have tried multiple times to resolve calling that number. I have done NOTHING wrong and have follow every instruction and I was given many. I was lied to. Your call center employees are allowed to be rude and ignorant. Not one person in any way has been able to help me. I would have appreciated it more if you had simply not responded. Its like Im in a twilight zone of endless looping back to the call center people!
07-05-2021 08:08 AM
I think you misunderstood SeanM-BBY's response, it wasn't a canned response as it was typed out specifically for you. The information provided to call the number is correct, the team that works here has no ability to cancel recurring subscriptions like your TTS plan so they must direct you to the team that can.
07-06-2021 03:26 AM
I did not misunderstand anything. No matter where I turn within the horror that is Best Buy I get these scripted responses that have no accountability and no solutions. I literally woke one morning with money taken from me. Every effort to get it back leads me to the same call center people. I've wasted enough time here. I should have no it would be the same result. I do want to thank the man who commented earlier today in supporting to share his story. I can't seem to find it. Was it deleted? I wouldn't even be a little surprised if you did.