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New Member
Posts: 2
Registered: ‎04-21-2022

Unfair 84.95 Fee

Device broken, brought in Febuary 18th, 2022, repaired but customer found camera and touchscreen were nonfunctional. Customer brought in device a second time hoping for repairs to be made under warranty. Instead BestBuy did not communicate with customer on fees, service, and disrespected customer at store location along with charging customer who was unaware, for a fee never preiviously discussed. No repairs made, and warranty was not held. 
I was under impression after meeting with a service agent at BestBuy Costa Mesa on March 27th, 2022, that I would not be charged for any services under warranty, including the cost of shipping under my warranty for my device repair. On April 20th, 2022, I visited the store again to pick up my device. I had declined to repair my camera as the servicer opted to charge me again for repairs. The touchscreen issue was never resolved or spoken about. After picking up my device and leaving the store, the employee who I forgot to ask his name pressured and coerced me to come back into the store, then proceeded to charge me $84.95 for “shipping”. I felt unfairly coerced to pay after exiting, disrespected, unsupported, and exploited for these fees which have totaled my estimated repair of $575 to almost $700.
I just want the $84.95 charge to be dropped from my account. I was further under impression that I would not have to pay by the policies listed in print, “the service dealer may not charge for work done or parts supplied in excess of the estimate without prior consent of the client”. The documentation provided to me reflected this charge as “service”. I was NEVER told about this fee until the day of. 
GeekSquad was not able to fix any issues, camera or touchscreen, after ensuring me that my device was fully functional after my paid for initial service. GeekSquad told me all functions were working, and that they "ran tests". On April 20th, 2022, employee did not check for device funcitonality. I have been trying to resolve this issue for months and would greatly appreciate this charge to be dropped in consideration of my wasted time, effort, and unsatisfactory treatment. 
When I asked for help, the employee who was supposed to support me, told me to call a number on the back of a folder. Asking for more detail, the employee told me that they wouldn’t even help. I believe employee wanted me gone and did not care about providing any service. Employee seemed to give this number with knowing I wouldn’t be able to make any case. 
I hope I as a customer have been responsive, prompt, and cooperative, and want nothing but this charge to be dropped. 
Posts: 38
Topics: 0
Kudos: 9
Solutions: 2
Registered: ‎08-05-2019

Re: Unfair 84.95 Fee

Hey there, applesandorange,


Thank you for connecting with us here on our forum! Having issues with your camera is never ideal, and I too would be looking to get it fixed as soon as possible. Seeing a shipping charge for a service order like this can raise some concerns, so I do understand bringing this to attention.


For best assistance with your inquiry and recent service order, I recommend reaching out to our Geek Squad support. Our Agents are available at (800) 433-5778, or via online chat here.


I am confident that they can take a closer look into your service order and further assist.

Jack|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: 2
Registered: ‎04-21-2022

Re: Unfair 84.95 Fee

This is not a solution, how long are you going to have customers running in circles before they are able to talk to a representative that can assist them? Those resources do not help me get anything done.