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New Member
Posts: 5
Registered: ‎05-15-2019
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Live chat and Geek Squad customer phone line is unreliable.

I preordered an Oculus Quest on May 13th. I looked at my Best Buy account, read my order details, and I see a message that reads "There's still time to protect your purchase" for a 2-Year Accidental Geek Squad Product Replacement. Underneath there is a button that says "Add plan" I clicked it to see more details and it gives me the option to pay for it online. 

 

I went to live chat and asked the representative how long I had to make a decision before I could no longer add the plan. The representative told me there was no time limit as to when I could add the plan. From previous experience this sounded false so I chose to call the Geek Squad number. I explained my situation and how I see "Add plan" online and asked how long I had. The representative immediately told me since I already received the item that I would have to go in-store to add the plan. I reinterated that I have not received the product yet and I had the choice to add the plan online. She then told me 14 days from purchase date. 

 

Since she sounded like she wasn't listening to what I was saying I decided to do a live chat with a Geek Squad representative to confirm the 14 day time period. I asked the same question as to how long I had to make a decision and their very slow response was that I had to go in store to purchase the plan. My question for the time period was ignored with a generic, go to the store to buy it, response. I told the representative that their response did not answer my question and they took quite a while to respond with "Yes you can buy it". After asking my question one last time they took their time to tell me to go in store for any questions. 

 

So two live chat representatives and one phone call later. I'm still not confident that I got my original question answered using these means. So if you are looking for correct confident answers I would not recommend calling or using Live Chat. Going in-store to answer this seemingly simple question I hope will yield me with the correct answer.

 

Posts: 9,159
Topics: 424
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Registered: ‎09-29-2008

Re: Live chat and Geek Squad customer phone line is unreliable.

Duke_William,

 

Welcome to our community. There is really not much I abhor more than not being able to get a good answer to what seems to me to be a simple question. Certainly what you've encountered with varying responses is not the superior experience for which we strive and I regret any inconvenience you endured.

 

The ability to add Geek Squad Protection (GSP) after your order has been created is effective until the product is delivered to you. After that time, GSP can only be added by visiting your local Best Buy store.

 

I'm at a loss to explain why this information could not be provided during your prior conversations, but I hope this helps. Please know I am grateful you wrote to us to share your experience and feedback.

John|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎05-15-2019

Re: Live chat and Geek Squad customer phone line is unreliable.

John-BBY,

 

Thank you for the welcome and for your response to my post.

 

Though my original question of, how long do I have to add GSP before I no longer have the option to purchase the plan, still isn't answered. 

 

I can understand I have until the item is delivered to purchase GSP online and afterwards in-store. But do I have an unlimited amount of time after it's delivered to purchase GSP in-store? Do I have 14days? Or is it neither?

 

Your response gave me hope that my question could be answered without having to make a trip to ask in-store. Thank you kindly.

 

 

 

Posts: 9,159
Topics: 424
Kudos: 647
Solutions: 403
Registered: ‎09-29-2008

Re: Live chat and Geek Squad customer phone line is unreliable.

Duke_William,

 

Thank you for your message. I apologize for the incomplete answer.

 

GSP must be purchased within the product's return period, so generally within 15 days (30 days for My Best Buy Elite members and 45 days for Elite Plus members). For online orders, the return period begins the day you receive your order.

 

If you are purchasing a plan that features Accidental Damage from Handling, the store may require that you bring along your product for inspection before the sale can be completed.

 

If you have additional questions or concerns, please do not hesitate to let me know.

John|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 5
Registered: ‎05-15-2019

Re: Live chat and Geek Squad customer phone line is unreliable.

John-BBY,

 

That does answer my question and was very informative. Thank you kindly for your time.