Best Buy Damaged Tv

I recieved a Samsung 50 inch tv from my mother and father for christmas. The box was unopened and untouched until me and my husband moved into our new place in March. When we opened the box the tv screen was cracked under the styroform. No damage to the outside of the box, or inside but somehow it was cracked. When we took it to the bestbuy store in Simi Valley CA, they at first said no problem we will return it for you. Waited 20 minutes and then was told that no it had to be shipped to the manufacturer. Which was fine. Another 20 minutes later and they took 35$ from us for shipping and then we left the tv with them. 3 hours later they call up and say, oh no actually we can't ship the tv out its too big, and in fact you have to come pick it up TONIGHT BEFORE CLOSING. The actual nerve of them to say that is a complete joke. So we had to come back before closing and pick the tv up. The one that THEY delivered damage and now will do nothing about. The manufacturer wont do anything either because its cracked and it was delievered cracked. So now we are out 600$ and I feel terrible my parents spent that amount of money to be completely wasted. Someone please tell me how you can have damaged goods delievered and not be held responsible. The customer service at Bestbuy is appaling and my family and I will not be buying anything from there again.

Hello kklein23,
I can imagine little that would be more frustrating than receiving such a fabulous gift as a big, new TV only to find upon unpacking it that it was damaged. It is regrettable that your visit to the Simi Valley store did not result in the action you expected and, instead, added more aggravation to the situation. I apologize for your having to endure such an experience.
Our friends jxs2 and autotech796 are largely correct in their conclusions: our Return & Exchange Promise allows for the return of a product, defective or otherwise, only within 15 days of the date of purchase (30 days for My Best Buy Elite members and 45 days for Elite Plus members). Outside of that time frame, Best Buy is unable to offer a return or exchange. With that said, I'd like to look into your particular situation in more depth, but will need more information to begin. Please watch for a private message from me with that request. To check your forum inbox, ensure that you have signed in with your user name and password, then click on the envelope icon in the upper right of this page.
I look forward to working with you and I am grateful that you took the time to write to us with your concerns.
Sincerely,
John|Social Media Specialist | Best Buy® Corporate
Private Message

Similar Messages

My laptop had water spilled on it 3 days ago, I let it sit as instructed by best buy . I am on it right now but the mouse movement isn't smooth anymore and it is slower. The first time I turned it on it didn't respond at all, how bad is the damage.?

My laptop had water spilled on it 3 days ago, I let it sit as instructed by best buy . I am on it right now but the mouse movement isn't smooth anymore and it is slower. The first time I turned it on it didn't respond at all,can anyone tell how bad the damage really is without actually seeing it ? Do you think maybe it will be just a simple repair or am I looking at a whole new logic board?

Until you take it in so that a technician can look at it, it is all guessing and nothing more.
Allan

Received Damaged Collectors' Edition item (damaged in-store by Best Buy staff)

Order Date: 03/19/2014
Product: South Park The Stick of Truth Grand Wizard Edition Windows
Order Total: $87.19
Dear Best Buy,
My name is Arthur. I am a frequent, loyal/long-time customer, and Best Buy Elite Member. I recently placed an online order for a Windows/PC game, “South Park Stick of Truth: Grand Wizard Edition (Collectors’ Edition).” The game has been sold out since its release, early this month, but I excitedly managed to order a copy online from your website and had high expectations/anticipation to be receiving a new/flawless copy, since this is a collectors’ edition.
After waiting about 1 week for its arrival, after I ordered, I received an e-mail notification that my item was ‘ready for pickup.’ I rushed over to Best Buy in Glendora, CA to pickup my item, but to my disappointment, when the Best Buy customer service employee had pulled out my item from under the counter cabinet, I noticed my item had been placed under heavy items at the store location, which resulted in the collectors' edition box of my item being heavily damaged. I brought up the matter to the attention of the customer service person that was assisting me. She offered to try to find a new item in stock to replace the box; unfortunately, she was unable to locate another new item. She said she was sorry and that 'there was nothing else she could do to help me, being the item was essentially “out of stock” everywhere at Best Buy.'
I hate to sound like a complainer, but I paid nearly $90.00 for a collectors’ edition product. For a 'collectors’ edition product', I would have loved to/expected to receive a ‘mint/brand new’ product (including the box) to keep for as long as I own it. However, this item, sadly, is very damaged and I’m highly disappointed that I spent so much money on what looks like a “used box, damaged item.” If I had known I was going to receive a damaged product by Best Buy, I would have purchased it on Ebay, Amazon, or somewhere else, with the assurance that I would be receiving a “new, mint condition” product.
If there is any possible way you can assist me to remedy this situation, I would greatly appreciate it. At this point, I just feel very disappointed, and a bit cheated. I have photos of the damaged box if you need to see substantiation. Not sure I will be ordering such items online from Best Buy again, after today.
Thank you,
Arthur.
Solved!
Go to Solution.

Dear Arthur,
I know the excitement and anticipation that builds leading up to picking up a new video game! I am sorry if this feeling had to switch to disappointment and frustration when you received your game damaged.
Normally stores only receive enough stock to fulfill the amount of collector’s edition preorders that customers placed for that store. This could explain the stores inability to replace it. The store associates should have been more careful with the products that were waiting for In-Store Pickup.
I would like to get some more information about your store visit via private message so I can reach out to them with this feedback. To check your private messages, click on the envelope in the upper right-hand corner while you are logged into the forums.
Warmly,
JD|Social Media Specialist | Best Buy® Corporate
Private Message

Damage control Best Buy!***********!

Take these steps immediately to avoid the PR nightmare that this has become. 1.Immediately investigate and terminate all employees who sold to family members and friends. Dozens of customers reported being called to pickup their phones only to be called back and told forget it they are not getting a phone. The easiest way to investigate this will be to verify receipts. Preorders that were not fulfilled will have a timestamp. If a timestamp on one preorder was June 15th 12pm and didn't receive a phone yet a Iphone was sold to someone with a timestamp of June 16th 10am there is your culprit. 2.Contact all preorder customers. Update them on the status and apologize for this mess. Let them know when the next shipment is expected and what number they are to receive it. 3.Compensate all preorder customers with something whether it's a $25 gift card or free case it doesn't matter. 4. Inform the media, customers on what steps will be taken in the future to prevent preorders from being subject to diversion from customers to friends and relatives of employees.

Arrrgh... On the iphone forums I frequent, everyone and their mother already have their iphone 4. Apparently only us people stupid enough to believe in Best Buy right now are still sitting around waiting for something we ordered 2 weeks ago. (not trying to call anyone else stupid, but I just really feel stupid right now, considering I already knew how unreliable Best Buy is about anything)

Best Buy Associates lied about protection plan through Geek Squad

I finally have the time and energy to re-address the ongoing issue that I am having with Best Buy and their geek squad. Before the Thanksgiving holiday of 2013, my sister came to visit me from Virginia. She is currently in the military and came home for a final visit before a 9 month deployment. She was in a need of a new phone, so being the loyal Best Buy customer that I am, I took her to Best Buy and signed up for a new 2-year agreement so that she could update her phone. The rep was nice enough to explain that there was a Geek Squad protection plan that I could purchase through Best Buy that would cover the phone if ANYTHING were to happen to the phone. I was told that I could just bring the phone in and they would either fix it or replace it. Previously I would always get my insurance from my cellular service provider, but this Geek Squad protection seemed like a great deal. I was satisfied with my purchase and the Geek Squad protection, and returned later on in the week to purchase a new phone for my Mother as an early Christmas gift, and I was sold the EXACT same Geek Squad protection.
Every month over the next several months, there was $20 dollars deducted from my account, $10 for my sister’s phone and $10 for my mother’s phone. My sister had since been deployed overseas and had an accident with her phone where it is completely un-responsive. Feeling fully confident that we had insured the purchase and that Best Buy would uphold their end of the bargain, I had her mail her phone back to the United States.
I took the phone to Best Buy and explained that the phone is not powering on and that I was covered under the Geek Squad warranty. To my complete surprise, I was informed that I was misinformed. The Geek Squad agent told me that the Cell phone group was misinforming customers and that in fact the protection information that was relayed to me, not once, but twice was the incorrect information. This is a big issue because I was given this false information twice and I have been clearly misled.
I was given a number to the Geek Squad line. I called and explained the situation and the woman basically said that there is nothing that she can do, so I inquired about a refund of the money that I paid for the protection plans. The rep stated that she would put a case in. When the case was settled, I received $20 dollars for the current month. I paid for the insurance for more than one month, I paid for 5 months. After the $20 dollar refund, I decided that instead of continuing on with the back and forth, I would just keep the insurance that I had been misled about. So I called back. Low and behold, just a few days after the initial call, I was informed that they could no longer assist me because I had dropped the insurance. I was given a corporate number who told me they couldn’t assist me and that they didn’t know why I was given their number. I went around the entire loop again and was referred to the store manager, who left a VM that I would need to contact the geek squad 1-800 number.
Just as this is a long letter, imagine the time and energy it took to go through this entire process. Lying and misleading loyal and faithful customers is bad enough, but to know that when my sister who is serving our country overseas, and who has been doing so for the past 7 months will come home to a phone that doesn’t work is very upsetting. I was tempted to let this situation go but being a loyal customer to Best Buy should mean something to the store and to the management. If I am a future best buy customer will be dependent on how Best Buy handles this situation. Customers shouldn’t be lied to and mislead.

Hello CM2014,
Staying in touch with family members is difficult without a phone, even more so when a loved one is overseas. It was very nice of you to make sure your sister had one while on deployment, so I can imagine your frustration if we denied her request for service when you brought in her mailed phone for repair. I’m not sure of the exact reason as to why this might’ve happened; however, there are a few reasons why a Rapid Exchange repair underneath her Geek Squad Protection (GSP) plan wasn’t an option.
With Rapid Exchange, a damaged or non-working phone should be sent out for service. To save our customers valuable time, a service order is simultaneously created from our service provider to ship out an already repaired phone. These phones go through a rigorous refurbishment process to make sure that a customer receives a phone meeting its manufacturer’s standards. If a smartphone is damaged though, we do request that a $149.99 deductible be paid to receive a repaired phone. This fee will also be applied should service be needed after the manufacturer’s warranty has expired. You are limited to three claim submissions after which the plan would be considered fulfilled.
Our GSP plan should cover any hardware issues with the phone along with liquid spills or damage such as a cracked screen. Please know that it wouldn’t cover products that have been submerged, dropped from extreme heights, or have been run over by or fallen from moving vehicles. Having said this, our associates should be fully explaining why a phone was rejected for service, and I’m sorry if this wasn’t the case. If you don’t me asking, what was wrong with your sister’s phone?
To see how I may help with this, I pulled up your account using the email address attached to your forum profile. I did notice though that the GSP plan is underneath a name other than your own, and due to our Privacy Policy, I’d be unable to discuss the situation at hand. Please have the owner of the phone and plan create a forum profile and private message me with their contact information so that I may see what options we may have available from here. To send me a message, please have them sign into their profile, and click on the button in my signature below.
Thank you for posting,
Alex|Social Media Specialist | Best Buy® Corporate
Private Message

Best Buy needs to reevaluate customer service.

First, let me start by saying that I have always bought all my major appliances and electronics from Best Buy, but that may change soon. On November 30, 2014 I ordered a Whirlpool Convection over the range microwave and a French door Samsung refrigerator. We had the microwave delivered to our house and it arrived on December 9, 2014 with a dent in it. So we returned it to the Avon, IN store where they reordered it delivered to the store so that it wouldn't be damaged. The new one arrived and we got it home to find it also damaged, so we returned it to the store and asked for a refund as we did not have time to deal with it at that moment.<br>Our refrigerator was delivered on Saturday, December 13th. We were first emailed that it would be delivered between 11:30am and 1:30pm, then got a call saying 12:30-2:30pm. When it did not come by 2:30 we called and they said that they always showed it as being delivered between 2:30-4:30pm. The refrigerator was delivered at 6:00pm with no apology. When I called customer service about this the lady told me that yeah in the last year Best a Buy had been going downhill and she wasn't sure why, is that really what you want your reps telling your customers? Then 4 - 6 days later the refrigerator stopped working while my husband and I were out of town on vacation. Our grown daughter found it after it had not been working for a couple of days, everything was spoiled by the time she found it. She called customer service and tried a couple of recommendations but it didn't work and the technician recommended that we request a replacement. I immediately called customer service on December 19th and was told they would deliver a new one on the 20th. My daughter waited and never got a call, so around noon she called and they told her they couldn't possibly deliver it as they did not have it in stock. NICE! I then tried calling customer service several times and kept getting cutoff, so gave up as I was traveling. On the 23rd I spent over a hour and numerous attempts to talk to customer service, I kept getting cutoff and then having to start over the whole process. Finally I got a gentleman who was extremely helpful and my refrigerator is now scheduled to be delivered the 29th between 1:30-3:30, do I really expect it to show - NO! I then asked the gentleman to reorder the microwave that was previously returned at the original $399 price, he was checking but didn't see a problem with that. Guess what, he cut me off when he put me on hold. So here I go again, next customer service person verifies refrigerator is to be delivered on the 29th, nope I still won't believe it until I see it. When I ask about reordering the microwave for the sale price, they said no, even though I had went through the whole story with them. THIS IS ABSOLUTELY ridiculous, I am asking for a $50 price discount for all the troubles I went through and my business isn't worth it to Best Buy. I did not buy it since they couldn't give me the $50 off and I can buy it anywhere at the same price, I will take my business elsewhere. I think you all need to revisit your customer service and what you want to do to retain a valuable customer. If the refrigerator doesn't show up on time tomorrow I won't be here and I will use social media to tell my story.

Hello Zebo welcome to the forums!
I'm sorry to hear that you had a bad experience about your delivery of your appliances. Kitchen appliances are a big purchase and it sounds bad when one gets a damaged unit. Please note that your posting will serve as receipt of a Best Buy staff acknowleding your troubles, and as long as you are subscribed to this thread, if you encounter any further troubles, please post back here and let them know, you will continue to receive email notifications when a BBY Staff responds to your inquiry.
Best Buy is a little bit backed up right now considering the end of the holiday season so you may encounter a delay in an official reply from them.
Your patience is greatly appreciated and I'm hoping for the best on your replacement delivery on your kitchen wares
*******DISCLAIMER********
I am not an employee of BBY in any shape or form. All information presented in my replies or postings is my own opinion. It is up to you , the end user to determine the ultimate validity of any information presented on these forums.

Best Buy is not a good business...

I recently bought an iPad Air 2 from Apple.com, 3 days ago. I went into best buy to get a screen cover. The installer mishandled the new device and scratched it. I was a bit taken back, as I just bought this device for $700+ and took it in to be protected but walked out with the screen protector installed incorrectly and a scratch to the device. I asked what they would or could do and they offered a free protective case. I thought: "what's the point now? Yeah it will protect further damage but what about the damage done just now by the store?" I then asked if I bought a new iPad from them... could I return the broken one, they said no we can't do that, you will have to contact Apple. I then left the store and contacted best buy corporate on the phone who told me the same "we teach our technicians to use care so this wouldn't happen." So I again asked so "what can I do about this? it's a brand new iPad and I am confused as to why it cannot be replaced."
He said no replacements, but maybe (and he said I can't make any promises.") I can talk to the store about potential reimbursement in the form of a $20 gift card. At that point I was quite surprised and annoyed but thanked him for his time and hung up.
Best buy told me in a nutshell "oh we damaged your $700 device... Sorry, you snooze you lose."
It amazes me on how a company like this treats their customers.
I know people always say this when they have a bad experience at a store... But, I will never shop at best buy again, this was beyond poor service and business practice. I used to shop at best buy exclusively for electronics and am an "elite rewards member" but now i'd rather go to Walmart for electronics.
Kal.

Hello Kal,
No matter how expensive, our customers should be able to trust us when their devices are in our care. It’s disappointing to hear that something went horribly wrong when you visited our Orem location, and it left you with an iPad in less than pristine condition. I’m truly sorry for any frustration this situation may have caused.
While I’m glad to hear an exchange was granted through Apple, I wanted to see if I may help. Using your email address attached to your forum profile, I pulled up your case with our phone representative, Kristan. In a combined effort with her, and our general manager, Caralee, I understand that this matter has been resolved. If this is not the case, please feel free to let me know. I’ll be glad to answer any further questions or concerns you may have.
Best wishes,
Alex|Social Media Specialist | Best Buy® Corporate
Private Message

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

Best Buy Customer Service

I ordinarily accept that companies will have less than adequate customer service, but my experience with Best Buy has been so bad, I actually decided to take the time to create a profile an write about it.
I ordered a front load washer as a christmas gift for my sister. I was forced to cancel the delivery as it was a surprise, because my niece and nephews school was cancelled and therefore my sister would be home ruining the suprise.
I rescheduled the delivery, and took off work so that I could be present to accept. When I did not receive a call giving me a time window as I had the 1st time it was supposed to be delivered, I called customer service for help. Customer service was anything but, and told me that it was set to rechedule in the system, and that they spoke with the warehouse and it was because they had not received delivery of the washer yet, so they could not deliver. I informed her that this was not possible as they previously had scheduled my washer for a delivery and it was me who cancelled after I had recieved the smaller delivery window. She advised that she "spoke to the warehouse and they don't have it, I don't know what to tell you." I insisted that she call them again, as they must be mistaken because it doesn't make sense that they would have the washer over a week ago and be able to give me a delivery window, and they now don't have it. She said "no, they deffinately don't have it, i just talked to her." I insisted that she call them again, and asked her if it was not possible that they made a mistake. She eventually relented and claimed to call the warehouse. She then said that they were closed, so she could could not give me any more information, and that I should call back tomorrow (the day it was supposed to be delivered). Eventually she admitted that she could see the same thing in the computer that the warehouse people could see, and there was no information about my washer. Basically she lied and said it was not delivered instead of provide me with the truth that they really didn't know what was up.
I called again the next day, waited on hold forever again, and eventually spoke to someone. This person said that they had the washer, but there was no way that they would be able to deliver that day, that the girl had made a mistake and didn't get it entered in for delivery correctly. This was frustrating because I took off work, and I am a contractor so I don't get paid if I don't work. They were able to get it scheduled for the next day, and told me they would be calling with a specific time instead of a window so I could meet them on my lunch break.
I only got an automated call, which said they would be there between 1 and 3 pm. A while after the call, I recieved an automated text message which said they would be there from 12 to 2. The next morning I called to find out if I would get my specific time, or at least what window was correct. I was on hold for nearly half an hour, and then on the phone for another hour after I spoke with someone, just to get the correct time, and for them to tell me I would not get my specific time. They said that the 12-2 window was correct. I was getting ready to leave work, and the delivery guys called and said they were going to be there 30 mins early. I of course couldn't make it early, but they accommodated me.
The delivery guys were very friendly and courteous. They called me onto the truck to show me that my washer had been damaged by a forklift in the warehouse. the cardboard was damaged, the inner packing styrofoam smashed, and there was a dent on the washer. They asked me if I wanted for them to still deliver, and told me I should call customer service and let them know it was dented. I advised to deliver, mainly because I was scared I would not be able to get another one before christmas, and it was a washing machine so a dent would not be the end of the world, even though it was a gift. Nonetheless I was paying over 600 dollars for a new washer, and you expect no dents.
I called customer service and Holly said that they could come and remove it, or they could offer me a 10% discount if I wanted to keep it. I agreed to the 10% discount. I was then told that she could not process the discount because the computer still said "in transit" and that I would need to call back the next day and give them a service number she gave me, and then they could give me my discount. I attempted calling the next couple days and the got a message that they were experiencing high call volume to call back at a different time, and on Monday I was on hold for 30 mins and never able to talk to a person.
Tonight the computer system offered to call me back, so I did that, and eventially spoke with customer service when they called back. I was put on hold many times and eventially spoke with a customer service person in the appliance department. I am pretty sure this was the same customer service person that lied to me on thursday, based on her voice. She told me that they could see that I was told that I would receive the 10% discount, but that the individual did not put who authorized the discount into the notes, and the warehouse was closed and they were the only ones that would be able to authorize the discount, that I needed to call back the next day. This was after being on the phone for one hour and 20 mins. I asked why I needed to call back, why could they not just process my discount, and she said that was the only way I was getting my discount. I asked why they could not call me, and she said "we do not call people."
Eventially I realized I was getting nowhere. This is simply the worst customer service I have ever experienced. I will have to call again tomorrow, wait on hold again, probably just to get the runaround. I do not know how they manage to stay in business. Very disappointed.

Hello neveragain30,
Thank you for sharing your feedback here on the forum. I'm sorry for the delay in replying to your post. I was honestly speechless for a moment after I read about your delivery experience. It is very generous of you to have purchased a washer for Christmas for your sister, and I am so very sorry if we offered you such a poor delivery experience. I assure you this is not the level of service we expect our delivery team to offer our customers.
Using the e-mail you registered on the forum, I was able to locate the order, and confirmed that they applied the discount as promised. I do appreciate you taking the time to bring this to our attention here at the corporate office. I assure you I will be documenting your comments for further employee training as we clearly have an opportunity here for improvement. I also have some information I would like to share with you so I will be sending you a private message. To view your messages, please make sure you are logged into the forum, and click on the envelope in the top right hand corner.
Again, I truly apologize for any inconvenience this may have caused, and keep an eye out for that message coming your way.
Sincerely,
Maria|Social Media Specialist | Best Buy® Corporate
Private Message

Best Buy Return Policy for Cell Phones

I bought an LG G Flex on 1 July. I rooted it when I got home. A couple of days later, I found out that I would have to unroot it in order to get the KitKat update, so I returned it to stock condition and tried to get the update. It booted into Jellybean fine, I made sure that the recovery was back to stock, and I made sure that the SU binaries were not present.
I ran the update for KitKat, and my phone ended up shutting off and not turning back on. I had a full battery at the time. I'm not entirely sure what happened during the update process, but it looks like a partition got corrupted. I couldn't tell, because I couldn't turn the phone on. I figured I'd exchange the phone for a new one. I checked online to see if any of the Best Buy stores in my area had any G Flexes left in stock, and they didn't. I had to drive about an hour and a half away to Schaumburg, IL to try to do the exchange. While they were going through the process of trying to fix the phone before exchanging it, I told them that I could have fixed it if I could get it to boot into Download mode or recovery. They then asked me if I had rooted my phone. I told them that I had, but I returned it to stock in order to take the KitKat update. They refused to do the exchange, so I had to drive to the Best Buy in Arlington Heights, IL. At this store, a "multi-channel sales supervisor" named April {removed per forum guidelines} told me that they wouldn't be able to process the exchange because they couldn't turn the phone on. She directed me to call 888-BEST-BUY, which I did. The customer service representative looked at my account and told me that she had no idea why I was told I couldn't exchange my phone. By this time the Arlington Heights Best Buy had closed. I had to drive back out there the next day to get the issue resovled. It took me an hour and a half to get there. I was able to do the exchange at that time, and I saw April at the customer service counter and told her that the CSR I spoke with over the phone had no idea why I was told I couldn't do the exchange. She then told me that she had received an email from the Schaumburg store that I had rooted my phone and to not do the exchange. She then kicked me out of the store.
Firstly, the return policy says this regarding mobile device returns:
If you decide to return a phone or device with a plan, you are responsible for canceling your service contract with the carrier, and for all carrier charges.
There are two ways to return your phone or device and cancel your service:
• Return your device to a Best Buy store. Be sure to tell the store associate that you want to cancel your service. Carrier service cancellation policies may vary.
• Call Best Buy Mobile at 1-877-702-2211 (6 a.m. to midnight, CT) for instructions on how to return the device by mail. Let the phone associate know that you want to cancel your service.
There is nothing there about rooted or jailbroken devices. If Best Buy wants to exclude those devices, all it takes is adding one sentence: "Mobile devices with custom or altered firmware are not eligible for return or exchange under this Policy." Because there is nothing in the stated return policy against returning such a device, the Schaumburg store should have accepted the return. At the very least, they should not have notified other stores, seeing as I wasn't trying to get anyone to violate the return policy.
Secondly, I don't appreciate being lied to, and I feel that April lied to me. She was also incredibly rude to me when I asked about why she had directed me to call customer service. If she had told me that Schaumburg had told her that my phone was rooted, I could have dealt with the Schaumburg store and spoken with their manager. Asking me to leave the store for trying to figure out what the hell was going on (and after she had found out that I had already gotten my phone exchanged) was even more rude. I was not looking for a fight. I just wanted answers, and perhaps a little consideration for the fact that I had to waste four hours of my life dealing with this when it should have been dealt with the previous day.
These experiences, along with an ongoing problem with an online order that is not relevant to this topic and which I have explained in a thread that was about a similar problem, are making it incredibly unlikely that I will ever shop at Best Buy again. Not even for things that I have an urgent need for, like replaement charging cables when mine crap out. I can wait two days for Amazon to ship them to me. I am also more likely to tell my friends and family to avoid shopping at Best Buy because of these experiences.
The employees of the Best Buy stores in Schaumburg and Arlington Heights certainly seem like they actually want this:
into this:
{removed per forum guidelines}

Hello again Sloppy_Carlton,
I’m glad to see you are utilizing the forums to reach out to us about multiple experiences, although I am sorry to see that neither of the experiences you posted about left you feeling delighted.
Per our Return & Exchange Promise, we may return or exchange almost everything; however, devices that are damaged would be excluded. It seems the unauthorized modification (rooting and unrooting the phone) may have been the cause of the phone not turning on when attempting to update your operating system to KitKat. We would not be able to accept this device for an exchange or return as it would be considered damage from the unauthorized modification.
That being said, I’m glad to hear you seem to have been provided a one-time solution to this experience. We truly value your insight and the time you have taken to share these insights with us. If you should need any further assistance, please feel welcome to reach out to us.
Thank you for posting on the forum!
Tasha|Social Media Specialist | Best Buy® Corporate
Private Message

Customer Service Issue Tyler Tx Best Buy

I recently had the worst experience at the Tyler TX Best Buy. I sent an email via the website to the store manager.
Below is what I sent.
"I have been a loyal patron of the Tyler Best Buy ever since it opened and never have I been treated so poorly. I believe this needs to be brought your attention.
Three or four days ago I came into your store and picked up a Nintendo Captain Falcon Amiibo figure. Upon check out I was told the item was put on the shelf by mistake and they WOULD NOT (was it necessary for the rude sales guy to emphasize "would not") sell it to me until it's release on 12/30/14. I asked him if there was anything that could be done, because it's not my fault your employees put it plainly on a peg for all the world to see. I was told there was absolutely nothing that could be done. The only option presented to me was to return today, on 12/30/14, and purchase the item then. I frustratingly agreed and went home and told my kid he would have to wait until the 30th. I have heard nothing but Captain Falcon from him since then.
So I made sure I was the first person in the store today. I walked to the Amiibo section and, SURPRISE, there was no new products. I told the associate what I've written so far and he asked another guy who said to check the store room. I very patiently waited for him to return only to be told he could only find one of a different character. I explained again to him the situation and there was no way captain falcon had already sold out. I mean, I would assume the same practices are standard to each customer in the same situation, right? He asked me to wait a minute and I was soon met by a gentlemen in a black Best Buy shirt. (Great - they only send in the black shirts when some thing is wrong)
He asked if I was the gentleman looking for the Amiibos and I nodded. He told me the character was spoken for already. I asked how that was possible and once again reiterated my story to him. I was met with a blank stare and a "yea." He told me, more than likely because he wasn't "too sure," that the item must have been placed back on the shelf and when somebody raised a big enough stink about it the manager let them put their name on it so they could return on the release date. Really? Street dated items are continually being put on the shelf? Needless to say I was floored. When I asked why these exceptions were made for others and not myself he told he didn't know. I said thank you and turned and marched out the store.
Never have I been so disappointed and angry at the same time about customer service. When I asked if it was a possibility I was vehemently told no, yet other customers who complained got an edge up on a street dated item. I was going to elevate this situation to the district manager, but I will let you take care of that. I am extremely irate about this. Not to mention I had the explain the situation to the kid. I promise you I will NOT be returning to your store. This whole experience has left me with the most terrible impression of your customer service.
I sincerely hope you take this opportunity to educate your subordinates on consistent customer service practices. "
As of today I have yet to receive any kind of response. No we are sorry for wasting your time. Not even a simple acknowledgment of the complaint. This is truly infuriating. Will somebody please at least recognize the situation?
Thanks for your help.

Dear Brawdon4,
Before coming to work at the corporate level, I was a member of leadership in our stores for years. The teams I was a part of were always seeking the voice of our customers by utilizing the customer surveys listed on the bottom of our receipts and through face to face interactions with patrons shopping in our store. I am sorry if your concerns haven’t been treated with the same haste or care up until this point.
Items that have a hard street date are not able to be sold before that date. This can permanently damage or sever our relationship with the respective vendor. Stores are typically very careful of ensuring these products aren’t prematurely merchandised on the sales floor. This would explain why the associate was unable to make an exception on your behalf. However, stores are also instructed to not make unpaid holds for products as they usually create issues somewhere down the line. Much like it did during your return visit upon the products release date.
While we are all human and accidents can happen, your frustration is completely warranted as this situation could have been avoided entirely. I have personally shared your feedback with the general manager of the Tyler, TX (store 246) location to be addressed with his leadership team for coaching and training. Please let me know if you have any other questions or concerns.
Warmest regards,
JD|Social Media Specialist | Best Buy® Corporate
Private Message

Misleading ADH Information Provided By Best Buy Associates

Let me start by saying that Best Buy WAS my most FAVORITE store UNTIL walking into store on 03/08/14 in Alabama. I am a 31 yr old customer that has been purchasing electronics from Best Buy since 2003. The management and sales associates in the store I normally go to is AWESOME! Now I would be one of the first to say that "Yes, it seems that Best Buy's T&Cs on GSBT/GSRP/ADH Plans change often." Whenever I go into any Best Buy, I look at the little pamphlets that was given out when you purchased any GS protection plan. I notice they looked different from time to time. Maybe a different color or size. I mean, go to <http://www.geeksquad.com/protection-plans/terms-and-conditions.aspx> and look. It goes back to July 2007. Has it always been available online? Nope. The first extended warranty/protection Plan I purchased was on a laptop purchased in 2003 when I left for college. I don't see it on there. So it's very safe to assume they haven't always been readily available and from looking at previous comments and posts after googling "Best Buy ADH 2012," I see I'm NOT the only customer that has been mislead by the sales associates on ADH. Why not trust that the employees are explaining important details? I mean SOMETIMES you're handing me a pamphlet with the T&Cs and giving me misleading info that you claim is in there. But at the time I had every reason to trust and believe the associates are providing me with important details and accurate info that is found in what you're placing in my hand (I've been to MANY Best Buy's and purchased MANY things from each Best Buy depending on where I'm at at that time).
In 2012 I bought two iPads (3rd generation). I bought one 16gb and a 32gb along with ADH for each one (one for my parents and one for myself). And like any electronic device I buy from Best Buy, I was ALWAYS told, "Don't forget to purchase the protection plan!" Well, if you look at my history, I ALWAYS purchased the "extended warranty" or "protection plan." Like I said, when I moved away for college in 2003, I purchased a brand new laptop, had GS to hook it up and also paid for the "extended warranty" as it was called at the time. I never had to use any warranties or protection plans I purchased. I purchased protection plans on the 2 laptops I bought, a washer and dryer I bought (that was stolen when I went on vacation) and also the new ones I purchased to replace the stolen set, a washer I bought AFTER I moved (because mine was in storage and I damaged my parents older washer by overloading it with a comforter) and even on cellphones I've had in the past. Basically, if Best Buy offered it on a device, I purchased it because I felt confident that if ANYTHING went wrong, Best Buy would take care of it. Why?? Because that's what I was told when I purchased it. Now, that being said, my parents are 66 and 70 and not in the best of health. Last year, my mom dropped the iPad and broke the screen. I was confident that Best Buy would replace it with a new device like I was told. I get to the closest Best Buy to me (which is an hour and fifteen away from home; the original store where I purchased them is two and a half hours away). The iPad still powered on but of course the glass screen was shattered. Who wants to use an iPad with cracked glass and risk cutting a finger? Well, low and behold, that store reprinted the receipt and replaced the iPad 3rd gen with a NEW iPad 4th gen (there were no more iPad 3rd gen at the store) just like the sales associates said. No questions asked. No hassle. No problem. I don't even work for Best Buy but yet ANYBODY I talked to (friend, family, stranger in the store), I would push "protection plan...get it!...it's worth it!"
March 7th, 2014, while working, I accidentally dropped my 32gb iPad and cracked my screen. I had already made plans to go out of town on March 8th so I did my research and saw there's a Best Buy an hour away. I was confident that Best Buy would replace my device in store so that Monday, March 10th I would be able to go back to work and have a working iPad that's not going to slice and dice my fingers up. I get to the GS desk and I gave the GS agent my phone number to reprint my receipt so he could go ahead and replace my iPad. (Why was I so confident? My parents iPad was replaced with no issues). Well the GS agent proceeds to tell me that "Your iPad qualifies to be replaced with a refurbished iPad. Would you like to pick it up in store or have it shipped to your home?" Excuse me? Refurbished? Picked up or sent to my home? No no no. Now, I told him, "When I purchased the iPad (that I paid $599 for BRAND NEW) and the 2 yr ADH, I was told by the sales associate if anything happened to it, any Best Buy would swap it out in store with a new device that way I wouldn't have to go without." He proceeds to tell me, "The plans have changed. It might have been that way when you purchased it but the plans have changed since 2012." (Thank goodness I didn't go in the store by myself. I had two friends with me that heard all of this non-sense). Now it's always that if the T&Cs change after you purchased yours, they have to honor the T&Cs that you had from the beginning. That's like a cellphone company telling me "You cannot keep your unlimited plan because we don't offer it anymore." You can't do that. So because the company changed the T&Cs AFTER I purchased it, you're not going honor what that??? So I asked for a manager. The GM of the store comes. The same thing I explained to the GS agent, I repeated once again to the GM. He says the same thing the GS agent said. By then, I'm in shock and not only is my blood pressure going up, I'm getting more and more upset thinking about each and every ADH/GSBT/GSRP I purchased (and didn't use EXCEPT for one). Then my mind went to everybody that bought an ADH and was mislead with the same T&Cs shared by the sales associates. The GM then goes on to tell me, "Your iPad is still functional. You can keep it until your refurbished iPad comes in." I'm looking at my iPad and I run my finger across it and I feel sharp pieces of glass. I asked him "What if I cut my finger?" He then opened his mouth and let the CRAZIEST thing come out. He said, "I can discount a Zagg Invisible Shield for you if you would like." I'm thinking "what kind of FOOL does he take me for????" Seriously???? (1) You COULD replace it but you won't (which he stated it's at HIS sole discretion if he wanted to replace it or not but because the computer said send a refurbished one, he doesn't want to go against that) and (2) You want me to BUY a invisible shield that you're going to discount??? That's WHY I purchased the ADH (so I wouldn't have to spend any money later on if something happens to it). So I told him to go ahead and send it but I'm not happy about and I would call and complain about it. I now have to go to work Monday and Tuesday without the iPad I DEPEND on to do my job. I refuse to pay for a screen protector when I know the iPad could be exchanged there in the store.
I NEVER thought I would live to say "I will NEVER EVER spend another dime in Best Buy or any affiliates they may have from today going forward unless the problem is resolved." I JUST spent over $1400 in Best Buy a couple of weeks ago on a PS4 (ADH as well), 3 PS4 games, an iPod Touch 32gb, a griffin case and a set of headphones. I will be canceling that ADH on the PS4 ASAP. It's not worth it. It's not worth the hassle. My friends that witnessed all of this have now been turned away from a business that I once loved. Is it because I told them to turn away? No. It's because they know that that is poor customer service and misleading info that was provided. They've even purchased ADH on devices they've purchased and was provided the SAME misleading information that I was provided (and I'm talking about three different stores providing each of us with the same exact information). I know that myself and the two other people that were with me today will not hurt Best Buy's business by not returning and buying electronics from there. But everyone knows that one unhappy customer will go back and tell a family member or friend what happened. And that family member or friend will go and tell another family member or friend that will tell another........it then turns into a chain reaction. Do I wish anything bad on Best Buy? Nope. What I do wish is that (1) my iPad is replaced with a NEW iPad 3rd gen or better (ain't no going back to a 2nd generation) and (2) Best Buy needs to retrain EVERY employee (manager, supervisor and regular associate) to make sure instead of saying "With ADH, if anything happens to it, bring it back to any Best Buy and we'll replace it in store!" the associates need to be truthful and say "With ADH, it is at our sole discretion to replace the device in store OR have a refurbished device sent to the store where you can pick it up when it comes in or either we can have it sent to your home!" But that's too much like being right. I now see it's all about getting a sale and getting numbers up. It's not about providing excellent customer service cause if it was, I would've walked out of that store with a new iPad. I am literally SICK just thinking of the thousands of dollars I've spent in Best Buy. Lesson learned though.

Hello,
There is very little more frustrating than having a device that you use every day develop a need for service, whether through defect or damage. I've had similar situations arise myself and been aggravated too. It's also important to live up to the terms of our agreements with you and our other customers -- in this case the written Terms & Conditions of the Geek Squad Protection plan you purchased. Further, it is imperative that we communicate how the coverage works accurately. I regret any miscommunication that there may have been about how the terms of your plan would be fulfilled.
The Geek Squad Agent's choice of language was unfortunate. You're quite correct in that the terms of the plan do not change once it's been purchased. However, the process by which we fill those terms can be subject to change. We reserve the right -- as stated in the Terms -- to provide a refurbished unit to fulfill our obligation under the plan.
We cannot provide the refurbished unit to you without taking possession of the damaged unit. The Agent at the store should have been specific that if you kept the damaged iPad to use in the interim, the replacement could not be shipped to you, but rather to the store for this reason. Please know that I apologize for any inconvenience to you.
Finally, I'm wholly disheartened to read that this experience may prompt you to change your future shopping destination. It is my hope that you will give Best Buy another chance to win you over one day soon. Thank you for taking the time to share your experience with us.
Sincerely,
John|Social Media Specialist | Best Buy® Corporate
Private Message

Best Buy Just Lost a Long Time Customer

I am sharing this with the community and Best Buy to showcase the epitome of poor customer service as it relates to a "one-size-fits-all" policy, to warn others, and to tell Best Buy that they've lost a good customer.
On Black Friday, I purchased a new LG 55" LED TV on bestbuy.com. The TV was to be placed in my gameroom which was being remodeled. Like a good boy, I also purchased the geeksquad protection program just in case something were to happen in the future. The television arrived a week later on 12/6. Being that I was not ready to install the TV, it sat in the same place that the drivers placed it until 2 days ago when I opened it for installation.
The television screen was completely shattered. I immediately called best buy Customer Care, and they relayed to me their policy that unless you open the package within 14 days, there is nothing they could do. I told them that I understood that this policy is designed to prevent fraud, which unfortunately I'm certain they deal with all of the time. I did explain however, that the plastic and stickers are still all over the TV and that the screen is shattered from the bezel outward, indicating a squeeze or shipping impact from the side. They did not care.
I called Geed Squad to see if my protection program covered this, they gave me the same story essentially saying that had I opened it within 14 days I could have returned it, but that the plan I bought didn't cover cracked screens.
I went to my local store, where employees relayed to me that they are aware of shipping damages occurring all of the time. They apologized to me and tried to find a way to help me, however given the current policy, they were also unable to help while AT LEAST telling me that they believed that I did not cause the damage myself. In fact, one employee told me that this same exact thing happened to them, and Best Buy wouldn't help them, an actual employee of the company. Nice huh?
LG will not do anything to help me either, stating that it would be on Best Buy to cover the damages somehow.
Again, I understand the intent with these policies and unfortunately dishonest people game the system and ruin it for honest people. That said, this is a one-size-fits-all policy that in this case has failed a long time customer.
I have made many big ticket purchases via Best Buy over the years. No more. I will never shop at Best Buy again, and will spread the word to as many other people as possible to never shop at Best Buy if they expect good customer service.
As of now, I have a $600 paper weight. Thanks for nothing Best Buy, you just lost a good customer.

Hello mw7778,
I can think of very little more upsetting than having an exciting new purchase be damaged when I opened the box. I apologize for your having to cope with such unfortunate circumstances.
With regret, what you've been informed heretofore is true. Outside of the return period, which was extended to January 15, 2015 for Holiday purchases, we are unable to offer a return or exchange for your TV. Geek Squad Protection coverage does not extend to the kind of damage that you describe. Geek Squad should be able to provide repairs, but they would be at your expense. I'm sorry that I do not have better news.
While I understand your reasons, I'm disheartened that this experience may influence your future shopping destination. It is my hope that you will give Best Buy another chance one day.
I'm grateful that you wrote to us about your experience and for your feedback on our Return & Exchange Promise.
Sincerely,
John|Social Media Specialist | Best Buy® Corporate
Private Message

Why I will never shop at Best buy again, EVER!

I will never shop at best buy again! Over the years I have made sure to buy anything tech at best buy. I was a premier member for several years. Ive bought MacBook’s, Tvs, tablets, all kinds of tech. I used to send my customers to best buy to purchase all things tech because of the accidental warranty. Ive used the accidental warranty A LOT. It has been a great blessing as I am a darn cluts! Ive tripped and dropped MacBook’s, even had one randomly crack right across the screen. Ive had some pretty stupid battles with cuomer services In electronics that have failed. Im a network engineer with a degree in my field nd love all things tech. I one time put a solid state drive in my last mac which shorted out. I was told it would not be covered because I shouldn’t have changed the hard drive as I was not qualified. This flat out ticked me off more than anything. After speaking with their legal department about how the book that cam with the darn laptop they sold me had section on how to change the HDD and this would not void the warrenty. I decicded to go to best buy to swap it instead of apple. Which was a MAJOR MISTAKE. Not only did they junk it out on me but I had to pay to have it replaced with in its first year!!! I never even thought of the manufacturer warranty as it sent me into a MAD war path. So I reckon I deserved the $300 dollar loss…I was able to recover from most of this. I realize that most of the geek squad crew lacks education in the technology field. One of the most amazing feats of the local geek squad was when I was using canned air to blow the keyboard out on the mac. Yip it be my luck one blew off. Brought to best buy. Got a cell phone call before home that it was fixed. Now I had researched these keyboards and what was required to replace them. This was not a snap it back on feature. Went and picked it up. Was told by a supervisor named Paul that they had a keyboard in stock. Got home (youp silly me) opened her up. The key was crooked, it was even loose. Pressed it a couple time. Popped off with a string y substance. Yup they glued the darnkey on. MIND BLOWN
Anyway through the years and the issues I just kept piling up. My wife bought me an alienware computer for Christmas. I fell in love!! I loved every bit of it. Much to my despair I left it on the table one day and my very curious 2 yearold yanked on the cord and down it came into many pieces. It never ran the same again. At this point I was bed ridden due to a rare disease. I jad just finished a series of 14 surgeries and was recovering for a few months or so. My wife bought it to Best buy they had decided they wouldn’t fix it on the warranty that it was cheaper to replace. My wife called, and told me . I was a bit disappointed but I said as long as it works im fine. Well the phone rang a few min later, my wife, the manager did not have another alien ware, I told her I would wait and asked if she could have them order it. We were told best buy no longer carries them. So we would need to pick a different one. I was really upset. The had nothing equivalent to my alienware for playing games. I will be in a chair or bed for the majority of my life at this point. So I had gotten into PC gaming and invested a bit of cash into software. SO they hooked me up with an ASUS that was supposed to be equivalent of my alien ware. Of course that wasn’t the case. We had been snookered. Some of my games did run. Well, I had a working computer. Well like an idiot I had spilled water on it in a few months. Its was so dang slow. I sent it off to geek squad 4 times. They kept arguing with me So for a few months I used a computer that was slower than a P4. Well I got a new one. Now keep in mind each time its replaced I have to pay cash. For the warranty. I had spent another couple of thousand on warranty issues when these idiots screwed up. Granted a couple of times for the spill were my fault but gluing a darnkey on my mac??? I had to pay almost 300 to insure it!!! CUZ THEY GLUED A KEY ON. BULL CRAP. Well when I got the new one it took 2 days to reload my software, welp wouldn’t you know it was defected? Wife brought it back sent it off nothing wrong. They JUNKED IT AGAIN. ANOTHER almost $300 BUCKS FOR A WARRENTY!!!! But you know what, it was my darn fault for not realizing they were stealing and using my wifes lack of knowledge. Perhaps for me it was all the pain killers, I don’t know. But what I can say, I got MAD and had My wife put me on speaker phone as I lost my composure. Well 3 more ASUS same model, same store, all within a DAY had defects, I was so darn angryI told my wife to get our money back wed go buy elsewhere. Well they didn’t want to do that!!!!! They wanted to give me less than what my aleinware cost!!! I already took a loss with the friggin ASUS 3 computer in a matter of days, wouldn’t work. Which brings us to today. Computer sucks, wont run new games. I got screwed by best buy. Yes it is my fault I was stuck in bed after surgery. But that’s why I paid an extra $300 for that reason and knowing with 4 kids and a clutz I needed to buy that protection. So I am thankful for it. But I know Geeksquad and best buy took advantage of my wife who is not computer literate. I haven’t been able to get up for long. But soon I will take this asus back to the store AGAIN. Once I get it replaced I will sell it on amazon or craigslist in its sealed state!
So this is why I will never shop best buy again. Dell offers the same warranty. Not only is it cheaper, but they send our parts next day and a tech come to you next day and fixes it at your home. So hopefully by weeks end ill have the strength to go into best buy I will ne returning 2 wireless a routers and any other things I can. Then I will terminate my business with them. I can’t even believe that the 3 months I was under hospital care that best buy would use a pregnant women as such. But now they have lost a lifetime customer. I am

Greetings cm6pack,
Welcome to the forum! After reading through this debacle with your Alienware and ASUS laptops, I can understand why you would be frustrated with the outcome. After having so many exchanges, who wouldn't be disappointed in the experience you have described? I am truly sorry for any inconvenience or discouragement these exchanges may have caused you.
When a device is exchanged under the manufacturer’s warranty, the Geek Squad Protection plan may carry over to the new device under some circumstances. However, if it is exchanged under the Geek Squad Protection plan for accidental damage, per the terms and conditions of the Geek Squad Protection plan, the plan is considered fulfilled and a new plan must be purchased to cover the new device. That being said, unfortunately it seems that the store would have been correct in fulfilling your some of the previous plans if the device was exchanged due to accidental damage, requiring a new one be purchased.
I was able to locate the receipts form these exchanges using the email address you registered on the forum, and I am sending you a private message with some further information in regards to this issue. You can check your private messages by signing into the forum and clicking the envelope icon in the top right corner of the page.
Sincerely,
Tasha|Social Media Specialist | Best Buy® Corporate
Private Message

Computer Services offered by Best Buy.

Hello, I'm Racer and I've noticed that many people on these forums are not fully aware of the services offered by Best Buy. I hope to shed some light on what Best Buy can and cannot do for you in terms of services offered on computers.
There are three main computer services offered by Geek Squad/ Bestbuy; Tech Support, Black Tie Protection, and PC Setup with Restore CD's.
Tech Support - Covers software issues:
-With the purchase of Tech Support you can be covered on a total of three computers.
For example: PC of purchase, your mothers laptop, and your friends computer that's had a virus for a year. Crazy right?
-Includes a matching term of antivirus software.
If you purchase the plan for a year, you also get a year of antivirus free.
Pick from Webroot, Norton, Trend Micro Titanium, and Kaspersky.
-Unlimited virus removal, and PC diagnostics.
Yes, I said unlimited.
-Correction of incorrectly installed programs.
Just in case you messed something up, and you are now terribly confused.
-Repair of operating system (must have restore CD's).
Seriously, they need the restore CD's. You wouldn't change your cars oil without new oil.
Covers blue screens, and boot up issues.
Black Tie Protection (GSBTP) - Covers hardware issues with no deductables.
Protection comes in two coverage plans: Accidental, and Standard. Accidental Coverage covers everything covered in the standard plan as well.
-Repair for damage caused by spills and drops. (Accidental Coverage) - Not for Desktops
The answer is absolutely. If you drop your laptop running to class or spill coffee on your laptop in the morning, you are absolutely covered no matter how many times you are clumsy. Absolutely, they even cover you if you cracked that screen.
-Repair for damage caused by surges and brownouts. (Standard Coverage)
Now you don't have to be afraid of thuderstorms, sweet!
-Issues with screen like broken pixles and burned in images. (Standard Coverage)
That's right, now you can leave your PC on all day without fearing a burned in image.
Also covers other issues in screen damage.
-Normal wear and tear from dust, heat, and humidity. (Standard Coverage)
Sure, Bestbuy has your back for living in hot, humid places with lots of dust.
-Battery replacement. (Standard Coverage)
You mean that $120 battery that I had to pay to replace a year into having that last laptop? Yes, I mean that one.
-Replacement of product after three qualified returns. (Standard Coverage)
Because Bestbuy knows after you have an item fixed three times, it's basically broken anyways.
PC Setup with Restore CDs - Time saver.
Saves you about three hours of your time, and allows you to go home with a computer already setup.
-Installation of your antivirus software.
Geek Squad will install your choice of antivirus software.
-Removal of junk software.
Removal of all that advertisement software that came with that computer.
-Geek Squad registry tweaks.
Geek Squad preforms an exclusive registry tweek that makes your computer magically boot up faster and run much smoother.
-Creation of Restore CDs.
Yes, the same ones that are needed for the operating system repair offered by Tech Support.
-Update of Windows operating system.
Geek Squad will update the Windows operating system to the most up to date service pack.
I'm Racer, I'm a Bestbuy employee who volunteers on these boards on my own time. I am not paid for posting here, and you should understand that my opinions are exactly that - opinions. I also do not represent Bestbuy in any way.

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I'm Racer, I'm a Bestbuy employee who volunteers on these boards on my own time. I am not paid for posting here, and you should understand that my opinions are exactly that - opinions. I also do not represent Bestbuy in any way.

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