10-01-2020 05:40 PM
I purchased 9 products from Best Buy last year (all online) after moving into a new home. All products were purchased with Geek squad protection plans, but only 3 of the 9 products were properly linked to my account.
We did not realize there was an issue until a technician visited our home earlier this year to look at our dishwasher. The technician told us the dishwasher was not covered. I showed him the confirmation email, but he said he could not do much since the protection did not show up on the account, and I should call customer service to get it straightened out.
Over the past couple of weeks, I have spent over 4 combined hours on the phone talking to different agents and still no progress (while at work). I thought this process would be easy since I already collected all of the proof of coverage, including order numbers, protection plan ID's and emailed receipts from 2019.
Aside from not seeing the plans appearing on my account, despite paying for them, I am moreso disappointed with the overall quality of service that I have received while talking to over 15 different agents in the past couple of weeks. There have only been 2 that tried their best to help, but said they did not have access to make the final changes.
I just would like someone from Best Buy / Geek Squad to show accountability on the issue, and point me to the right team who can actually resolve it.
10-02-2020 10:54 AM
Thank you for taking the time to register for the forum and connect with us.
Before we get to the matter at hand, there is no reason why anyone should ever have to speak to more 15 different agents about anything. We do have separate teams that specialize it the different aspects of the business, so I can understand a phone call may need to be transferred sometimes; however, that just means you likely had to repeat your story over 15 times, which is just sad to hear. I want to make sure I'm the last person you need to discuss this with.
While a Geek Squad Protection (GSP) plan is necessarily tied to a specific rewards account, you should still be able to view active plans when logged into your rewards account, as long as the details shared by your GSPs and rewards account match. I may need to update your details listed in our system, combine customer profiles if you have multiple, or even process a merge if you have more than one rewards account. If everything I try for some reason doesn't resolve the display issue, then I may need to partner with our tech team.
Before I can do anything though, I'll need to gather some additional details from you. Please send me a private message with the details listed below, and I'll see what I can do to finally get this resolved for you. A private message can be sent by first logging into the forum and then clicking on the blue button in my signature that just so happens to be labeled "Private Message." I look forward to further speaking with you.
GSP ID #s