Best Buy Willowbrook Store 214

I purchased a 13" Macbook Pro from this store on January 26, 2013. The explained to the best buy employee that I wanted the 2 year warranty with the accidental damage protection, as this is the plan we get with all of our laptops. He agreed and I checked out. Upon leaving, I noticed the employee charged me for the 3 year plan, so I immediately went back to him and told him. He apologized and refunded me the cost for the 3 year plan and added the 2 year plan, and I assumed it was the same plan with the accidental damage protection except 1 year less. I never had to use my warranty until yesterday, after my laptop accidentally fell and shattered the screen and bent the shell. I went to the Best Buy in Humble, as it is the closest. They were very friendly and helpful, but at the end, the computer system asked for a payment. He took a look at my receipt and saw the plan was only the protection plan and not that ADH plan. He saw I originally was charged for the 3 year ADH, but then only given 2 year protection. He spoke to his manager and they told me to go to the store I originally purchased my laptop at and because they believe it was an employee error, the store should fix my laptop under their store warranty and cover my costs. 
I then left the store and called the willowbrook store, as it is a drive and I didn't want to waste time driving there. I spoke to Bethany whom I explained my situation to and she then placed me on a few brief holds. She then told me that because my warranty was expiring in a 10 days, there was nothing they could do except charge me to fix my laptop. I asked why they could not fix my laptop under the store's warranty. She told me they could, but the charges incurred would be charged to me. I asked to speak to a manager and she told me she already spoke to 2 managers and that is what they told her. I again requested to speak to a manager. I was transferred to Spencer. Upon explaining the situation again, he told me there was nothing they could do. He said it could not be proven that the employee made a mistake, all he could go by is the receipt which says I purchased the 3 year ADH plan and then returned it and got the 2 year protection plan. I asked him if he discussed the plan he wanted with a sales rep and then saw he got something more and went back and got it exchanged, would he not assume he was getting the same plan but just one year less? He said yes he would, but as what is given to him, he can only see what I purchased and that his employee did not make a mistake. He told me he could not even prorate a refund because my warranty was expiring soon. I told him I was not looking for a refund and I was only trying to get my laptop repaired as I was told by the other store, could be done here. He told me that I signed off on the warranty and had the terms and conditions emailed to me so there was nothing more possible. I told him I did sign the warranty, which was for the 3 year plan, but when exchanging it, nothing was explained, nor was I asked for another signature. He said yes but again, you were given the terms and conditions. He also asked me why I did not question the big price difference between the two plans with only a year difference. I told him I was never given the prices or information, I only asked for what I wanted and when charged for something more, I went back and got it fixed (or so I assumed). I also told him I do not know what the prices are so I am not going to question the costs. He then told me that was all, he was not going to fix my laptop for me and with it only being 10 days away from expiring, there was nothing he was willing to do for me. 
I was really upset by his service, he did not do anything to make the customer happy. I asked if there was a supervisor above him I could speak to and he said no they do not exist. I assured him that there had to be a district or regional manager I could speak to, if not then there was corporate as well. He said no there was not, nor was there a phone number or contact information he could give me. He told me he would give me corporate's number, but they did not handle these issues. I took the number any way and told him I'd give it a shot. That number was only the main number to set up appointments or purchase by phone. I still tried to reach a supervisor. I was transferred to different departments and call centers, but I patiently waited. Each person did not understand what I was trying to do, I only wanted to speak to a supervisor about my experience and how little help I was offered for a mistake by an employee. Each time, the agent on the phone went through my information and told me what kind of warranty I had. The second to last person I spoke to, Janelle, told me she would transfer me with the case ID number of {removed per forum guidelines}. She told me I did have ADH plan. I asked to confirm if it was the 2 year plan. She said yes it is the 2 year plan with ADH and expires on 01/31/2015 because I am given a grace period. She then transferred me to someone who asked for all the information again and put me on hold while he read the notes. He did not do anything with the case number. He then came back on the line and told me I was transferred to the wrong department and he would transfer me accordingly. I waited on the line for 10 minutes until the system told me the call could not be completed and to hang up. That was a total of 45 minutes to an hour gone to waste. I then tried to call the geek squad number to try to get a supervisor through them. I told the agent what I was calling for who then looked up my information and told me what plan I had. I told him that many people have told me that, I just want to speak to a supervisor. He said he would transfer me. He place the phone down, but did not put it on hold as I could hear other people talking. He then picked up and said the supervisor would get my call in a few minutes. He put the phone back down and I could hear people talking still. Finally he transferred me to where the call just kept ringing with no answer. I held on the phone for 5 more minutes as I was desperate to get this handled. Finally, after no one would pick up the other end, I hung up. 
I am very frustrated and tired of going through different routes to get someone to help me. I am very upset and disappointed with the quality of service I was provided by the store and via the call centers. I would appreciate it greatly if someone could help me in my situation and contact me. 

Hi Tbpatel,
This sound like a terrible experience with us, and for that I truly am sorry. The Willowbrook store is correct that the damage to your MacBook is not covered unless your Geek Squad Protection (GSP) had Accidental Damage from Handling (ADH) coverage. Given these plans are underwritten by an insurance company we adhere strictly to the terms of the plan in question.
I do have to be honest with you that going by your description of this the repair of this MacBook will most likely be at cost to you. I would like to look into this further into this and would truly appreciate it if you could send me a private message with your phone number, and your GSP number. To send me a private message click on the link in my signature.
Thanks for posting,
Allan|Senior Social Media Specialist | Best Buy® Corporate
 Private Message

Similar Messages

  • Best Buy and Sprint have no sense of morals- I do not recommend either

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    Hello User834811-
    It was definite nice of you to allow your ex-boyfriend to remain on your phone plan.  I’m sorry to hear that he may have taken advantage of that generosity by opening some new services which have added to your bill.
    Regrettably, by providing that security code to our sales associate and allowing your ex-boyfriend to be on the account, we cannot be responsible for any extra services that he started.  While it is painful to hear, this sounds like something that you need to discuss with him, especially if it’s financially impacting you.  I can also only recommend working with Sprint to see what assistance they can provide to either cancel or refund those services.
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    Sincerely,
    Bill|Senior Social Media Specialist | Best Buy® Corporate
     Private Message

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    Hello Mav2u,
    I was very disappointed to read about your experience in attempting to return your Marketplace purchases from BestBuy.com. I apologize for any confusion about Best Buy Marketplace purchases and our approved third-party retailers who make their products available on our website.
    We do our best to inform you on our website which products are sold by Marketplace partners and who those partners are. All you have to do is roll your pointer over the word "Marketplace" for a description of what that means. For even more details, you can visit our What is Best Buy Marketplace? page.
    I'm disheartened to read that this experience may influence your future shopping destination. It's my hope that you will give BestBuy.com another chance to win you over one day soon.
    Thank you for writing to us and for your feedback on Marketplace.
    Sincerely,
    John|Social Media Specialist | Best Buy® Corporate
     Private Message

  • Best Buy has Zero iPhone4s but the AT&T store NEXT DOOR has 80 (with more arriving!)

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    iOS: Troubleshooting applications purchased from the App Store

  • Best Buy manager escorted me out of the store after refusing to price match

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    SAN RAFAEL CA (Store 1021)
    700 Du Bois St
    San Rafael, CA 94901-3905
    Manager - Earl
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    At this point he pointed to his employees as if they were security guards or something and they ESCORTED me out of the (removed per forum guidelines) store! Like I was a thief that just got caught stealing something! At this point I was mortified because now there WERE people who were looking and I had to do the walk of shame back to my car as if I were some second rate citizen. 
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    EMERYVILLE CA (Store 499)
    3700 Mandela Pkwy
    Oakland, CA 94608-3566
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    Best Buy - 2 / Me - 0 
    Thanks for the most horrific retail experience ever, Best Buy. You win. 

    They do not match online prices for Fry's under their new policy. Hence it would only be if there was a Fry's within 25 miles of the said store
    "The Details:
    At the time of sale, we price match all local retail competitors (including their online prices) and we price match products shipped from and sold by these major online retailers: Amazon.com, Bhphotovideo.com, Crutchfield.com, Dell.com, HP.com, Newegg.com, and TigerDirect.com.
    We match BestBuy.com prices on in-store purchases and in-store prices on BestBuy.com purchases.
    If we lower our price during the return and exchange period, we will match our lower price, upon request.
    Our Price Match Guarantee covers one price match per identical item, per customer, at the current pre-tax price available to all customers.
    Our Price Match Guarantee does not cover:
    The online prices of retailers not listed.
    Contract mobile phones sold by any online retailer.
    Products shipped from or sold by third-party sellers (Marketplace sellers) on websites.
    Competitors' service prices, Best Buy For Business transactions and BestBuy.com Clearance & More and Marketplace items.
    Any financing offers, bundle offers, free items, pricing errors, mail-in offers, coupon offers, items that are advertised as limited quantity, out of stock items, clearance items, open-box items, refurbished items, pre-owned items, deal of the day, daily deals, special hour sale event items, credit card offers, gift card offers, rent/lease to own items, and items for sale Thanksgiving Day through the Monday after Thanksgiving, whether offered by Best Buy or a competitor."
    "What is considered a local retail competitor?
    A local retail competitor for retail store purchases is a retail store authorized by a vendor to sell a new, factory-sealed product with a warranty and is located in the same market area (within a 25 mile radius) of your local Best Buy store. A local retail competitor for BestBuy.com purchases is a retail store authorized by a vendor to sell a new, factory-sealed product with a warranty and is located in the same market area (within a 25 mile radius) as either the billing address or the shipping address on record for the purchase."
    http://www.bestbuy.com/m/e/promotion.jsp?id=pcmcat296900050018

  • Vendors, I noticed the price of the IPAD 2 was identical at Walmart,Best Buy, Frys, and the Apple store the sales person at The Apple Store told me the main benefit to buying the IPAD 2 from the Apple Store is that they do all the initial set up is this t

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    Take a workshop. On the house.
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  • Free Activation Fee Druing Valentine's Sale 2015 All major Verizon Third party Retailer like SAMs, Best Buy,Walmart had poster up in their stores

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  • Is there any obvious benefit to buying my imac from the apple store vs. Best Buy?  Saves $40 so I am contemplating not haggling with crowds at Apple Store.  Any thoughts?

    is there any obvious benefit to buying my imac from the apple store vs. Best Buy?  Saves $40 so I am contemplating not haggling with crowds at Apple Store.  Any thoughts?

    Return policy may be different from Apple's vs Best Buy. Regardless of crowds, only buy from Apple. Dealing with Best Buy in the future, if there's a problem it may not be worth what you believe to be a $40 savings.
    You can make an appointment in advance at the Genius Bar.
    Apple Retail Store - Genius Bar

  • Just bought a laptop in store, now trying to get a promo code from best buy

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    Best Buy is no longer participating in the xbox promo.
    Crystal
    Superuser
    Forum Guidelines | Terms & Conditions | Community Guidelines | What is a Superuser?
    *Remember to mark your questions solved and click the star to give kudos to show your thanks!*
    While I used to be a Best Buy Employee, I no longer have any affiliation with Best Buy.
    My opinions do not in any way shape or form represent Best Buy's Official decisions.

  • Seekonk Mass Best Buy Store

    So, I have a Pioneer receiver that stopped producing audio, and I updated the firmware as the support forums suggested, and this solved the problem for a bit, and then about a month later it failed completely. I decided to go to the Best Buy store in which the receiver was purchased to see if it was still under warranty. I was promplty greeted by a visiting Best Buy employee. He informed me that the unit was still covered and that I should just bring it in, to be exchanged under the warranty. I did this, only to be informed by a Geek Squad employee that that wasnt the policy no matter what anyone said, and that they would send the product out for service. I asked to speak to a manager at this point to clarify the situation to which he said that the employee should have known better than to say something like that, and that I was out of luck. I was also able to speak to the general manager of the store, who basically insulted me. After explaining the situation to her, she basically said to me, "That employee that told you that information does not work for me, and I do not need to listen to what he says. This is my store and it is my word that matters, and we do what I say here." I then told her I was going to call Customer Relations, to which she replied "Go ahead and do that. That way they will call me, and I can tell them the truth about what is happening here." They ended up sending out my receiver for service, and at this point no one knows where it is.
    The customer service in this store is truly unbelievable. This is not the first time there have been issues like this at the store, and I urge anyone considering making a purchase at a best buy to look at any other store. I have spent thousands of dollars at this store, and it is amazing the level of disrespect that is showed to the customers. 

    StephenH83 wrote:
    I understand policy but I don't take well to verbal abuse by not only the general manager but also the geek squad employee and assistant manager.
    You stated earlier that the Geek Squad Employee simply informed you that exchanging wasn't the policy regardless of what you were told before, then you asked to speak with a manager.  Were you not telling the whole story before, or were you using hyperbole in your last post about "verbal abuse?"
    I DO NOT work for Best Buy. I used to be a Geek Squad Agent for 2 years and this is why I am well versed on their policies and procedures, but I do not work for them anymore. My posts are my own opinions and do not represent any opinions of Best Buy. If you do not like my posts, and want to report me, you can do so by clicking this link and reporting me to the moderators.
    ---Nearly all virus infections are a result of a problem between chair and keyboard---

  • Do you have Sharknado 2 in the Greensboro North Carolina Best Buy Store?

    Do you have Sharknado 2 in the Greensboro North Carolina Best Buy Store?

    Hey ElizabethStanley!
    I think we talked on Facebook today! For information on on whether Sharknado 2 is available on DVD or Blu-ray at your local store, please click the previous link and then on "Check Shipping & Availability." I hope this helps!
    Regards,

  • Confirm extra Meta Knight Amiibo at Best Buy Stores?

    Can any Best Buy support person here confirm that Meta Knight Amiibo SKU 1375009 will have extra stock besides the pre-orders? I don't want to drive to the store to find out there is none. Any other information would be great.
    Thank you.

    Hello Dxtra30,
    Unfortunately, this is an incredibly popular item and we would advise you to reach out to your local store on release day for its availability.  Please continue to check here for online updates as well.  
    Blake|Social Media Specialist | Best Buy® Corporate
     Private Message

  • My BB huge store but only receiving 15 phones nice good job best buy

    A store as huge as #559 and receiving scraps. My advice is to avoid taking 100 preorders next time. I for one will never shop at best buy again.

    I don't get how you can blame Best Buy for this at all. From the get-go they've been up front with customers explaining that they have NO IDEA what kind of inventory they will receive. If you look at some of the leaked inventory and order lists out there, you'll see that they ordered more than enough to cover their pre-orders. They have no control over what Apple decides to ration to them. Even though they may have ordered 100, Apple can say "Sorry, you're only getting 5 on 6/24".
    Further, while your experience may have differed, by pre-order sales rep explicitly told me - almost as if reading from a script - that "Although Best Buy *expects* to receive ample inventory on 6/24, we cannot guarantee that we will receive ANY devices on launch day. The only guarantee we are making to you is that you will get the (insert pre-order # here)th device we receive. If we receive the (pre-order #) device on 6/24 it's yours. Otherwise, when we get it, YOU GET IT."
    I'm not involved with Best Buy in any way, shape or fashion -- I just think it's completely unfair to blame them for this fiasco when they're in the same boat we are.

  • HT4623 Got a IPad 2 for birthday 11/18/2013 new from Best Buy, would ike to trade it in at Apple store for a IPad Air, wonder how much it will bring?

    How much trade in for IPad 2 for new Ipad air at Apple store?

    gypsycowboy wrote:
    How much trade in for IPad 2 for new Ipad air at Apple store?
    Apple will not give a direct trade in on and older device. Best Buy might (or depending on how long you have had may refund your money, as suggested, but don't hold your breath). There are a number of sites such as Gazelle.com where you may be able to get a pretty good price for it.
    As for lizdance40's comments, everyone I know with an iPad Air is perfectly delighted with it. Google "concerns" and pretty much any mobile device and you will get plenty of hits.

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