10-04-2019 01:02 PM
Purchased a new 5 grand Sony TV about a month ago. To get a protection plan, I was forced to also buy a Total Tech Support plan for $200.00. Use it anytime for any reason they say. Even if you didnt buy it here they say.
Upon having a question about the TV's function, and instead of the rep trying to research and help answer my question, he (Tony) immediately tried to schedule an in-home appointment for another $49.99 + a trip charge for being outside the metro area, and once the geek got here, I would bet they would try and get me to buy more stuff like unneeded cables and crap.
Forced to purchase something I didnt want, then when I try and use it, its going to cost me even more. I spent many thousands of dollars with BestBuy and this is what I get in return?
Best Buy protection plans are nothing but a scam to get more money from your wallet. What was I forced to pay $200 for? Access to a phone number so they can tell me how they're going to charge me more? Seriously?
Unlimited tech support! 95% of issues resolved within 45 minutes! What a load of balogna (wouldnt allow me to post the real words)!!!!!
10-04-2019 05:26 PM
10-04-2019 06:11 PM
10-05-2019 03:04 PM
I purchased a 5 year extended warranty on the TV. It was $999 but supposedly discounted to $799. However I was forced to buy the Total Tech support package with that $200.00 discount portion.
So its "you're gonna get it whether you want it or not" because you're going to pay the $999.00 regardless. You dont just simply get the $200 off or cash back either one. Yet another rip. Discount? Nope, just a scam.
So I figure, ok I was forced to buy this tech crap even though I didnt want it, so what the heck, I'll try it out only to find during support chat the rep was immediately trying to talk me into a $49.99 + travel time in-home visit. He didnt even lift a finger to try and answer my initial question on a 5 grand TV Best Buy just sold me.
10-07-2019 04:32 PM
It's certainly strange to hear this whole sequence of events. Our Total Tech Support is something entirely different from our Geek Squad Protection plan. The latter is intended to protect the item you're purchasing, in this case a TV, should any issues come up down the line. Our Total Tech Support is more broad of an option and can be used for a variety of different electronics. Do you recall when you purchased this TV? I'd love to see exactly what transpired during this purchase.
10-07-2019 06:24 PM
Yeah, it was purchased on Aug 17th. Store 1401
Had a 20% off 5 year warranty plan. However, I was forced to use that $200 discount to purchase Tech support stuff, auto installation stuff, and I cant remember what else. On top of what I already stated above, this tech crap I didnt/dont want renews yearly, so I have to make sure its canceled or best Buy will rip me again!
10-08-2019 09:20 AM
Hello there, DJRC,
Thanks for letting us know about this. Upon reviewing your posts, I believe that I have a good understanding of what may have happened here. To be honest, I do not think that it was the stores intention to "force" you to buy the Total Tech Support membership in this case. I believe that the store had offered you the membership, by explaining it's many benefits, including a 20% off savings on Geek Squad Protection Plans. In your case, since your Geek Squad Protection was going to cost $999, you would have essentially saved $199.99 with Total Tech Support, which is why it makes sense to purchase the Total Tech Support with your purchase, as the cost of the Total Tech Support is $199.99. If you did not purchase the Total Tech Support, you would not receive the 20% off the protection plan, as that is a benefit that is exclusive to Total Tech Support members.
Keep in mind, with Total Tech Support, you get access to free tech support for all of your devices, many free services, and discounts on in-home visits, advanced repairs and installations, as well as Geek Squad Protection Plans. This being said, it does disappoint me to hear that the only solution provided was for an Agent to come to your home to take a look at your TV. I would recommend trying to give us another call at (800) GEEK-SQUAD or (800) 433-5778 to see if we can help you a different way with regards to your TV. Also, since your questions are about the function or specific features of your TV, you may also want to try giving the TV's manufacturer a call, as they may also be able to assist you with your questions.
Should you have any other questions about this, please feel free to let us know!
10-08-2019 11:28 AM
"If you did not purchase the Total Tech Support, you would not receive the 20% off the protection plan"
^^^^ Thats what I mean ^^^^^^
It was presented as a 20% off the protection plan, but no where until after it was purchased is the customer told that $200 discount has to be used to buy the tech support plan, or you dont get the discount, period. Its a terrible way to present a discount. Very deceiving!
"Also, since your questions are about the function or specific features of your TV, you may also want to try giving the TV's manufacturer a call, as they may also be able to assist you with your questions."
^^^^^ I can do that yes ^^^^^^
but then, why the heck did I pay $200 to get help from the people that sold me the darn thing? Especially the way Best Buy presents their "know it all" Geeks tech support are suppose to be able to do anything, right?
I believe I will not be purchasing from Best Buy in the future, and I will also cancel the Best Buy credit card. To be treated like this (including the attempt to get me to pay for an in-home visit issue) after spending such a wad of money tells me that company is basically a scam. "Elite status" Pfffft, what a friggin joke! Thats about like one step up from some Joe Blow walking down the sidewalk in front of a Best Buy entrance.
10-08-2019 11:49 AM
While I understand how you feel, I feel that the store did not mean to offer the Total Tech Support membership in the manner that you are describing. Yes, it is true that the discount would have only been given on the protection plan if you had Total Tech Support, as this is one of the many advertised benefits of Total Tech Support. I personally do not feel that explaining that you will receive 20% percent off of your protection plan for signing up for Total Tech Support is deceiving, but can understand if it made you feel this way. It's also important to add that the $49.99 price that you are seeing for an in-home service is a discounted price for being a Total Tech Support member. Without Total Tech Support, an in-home service would typically start at about $99.99.
We do hope that you can understand that you in no way were forced to buy something that you did not want, and you could have opted against purchasing the Total Tech Support membership, although you would then not have been able to take advantage of the many perks of being a Total Tech Support member. Should you still need assistance with your product, we recommend giving us another call and allowing us another chance to see how we can better assist you with your questions.