Best Buy Extended Warranty isn't worth the paper it's written on

Question

My daughter bought me an iPad 3, when it first came out, for Mother's Day.  She was talked into buying the Best Buy Warranty instead of the Apple warranty.  For the past 3 months I've been having nothing but trouble with my iPad so my daughter said I needed to hurry to Best Buy before the expensive extended warranty runs out. 
I went to the Best Buy on 62nd and Broadway (NYC) and, after waiting and hitting the counter a couple of times, was able to speak to a tech.  I use the title tech loosely here.
He first said that my problems were a result of the new software update, then it was too many apps, next it was "Hey, after two year the battery is going to be slow".  So, essentially, it will lock up, freeze, shut itself off, need to be charged twice as much as it used to and be unresponsive to my finger tough (as well as my stylus).  He himself saw the issue as he would have to swipe a number of times to clear the screens - so he ran the "Geek Squad Triage App".  According to my app, the ipad is fine.
So now, after an hour of watching him just move screens and open apps, and putting my entire iPad back to factory default, I was told "Oh well, we can't do anything at all unless we see the issue happen in front of us."  "You have to recreate the problem and then we will take it and send it away for repairs."
This was NOT what my daughter was told would happen - she was assured that if there were a problem, and they could not fix it there, they would take the iPad and replace it with a refurbished iPad - which APPLE would have done.  They need to do some honest advertising - you will have to bring the iPad to us, we'll stare blankly at it for awhile, we'll reset it, we'll open and close apps and then send you home saying good luck.
I am beyond furious and intend to file complaints with the store, the Geek Squad Co., the BBB and, just to be certain that people are not taken advantage of again - as my daughter was - at every location I can find that asks which Warranty to choose, or allows me to review this warranty.
Shame on you Best Buy and Shame on you Geek Squad - you've taken advantage of a young person, not to mention a wounded veteran, to make a couple of dollars more off of her.  She is absolutely heartsick that this happened - and I could not be more angry if I tried.
Up until now I've always went to Best Buy for all of my electronics, my TV, my Computer, my Laptops - but after this I cannot justify going there again.
Stay away from any Extended Warranties or Geek Squad members at Best Buy!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! 

Answer 1

Dear Ftrainryder,
I’m sure if I had received such a nice gift, like an iPad with Geek Squad Protection (GSP), I would also be angered after being turned away when trying to receive service. Please pass my apologies onto your daughter if she feels that she was misled when purchasing the GSP for your iPad.
The information she was given about the protection plan is correct. This being said, the Geek Squad agent should have sent your iPad out for service if he was experiencing the same issues as you had described. I am so very sorry that you didn’t receive that option.
The agents are supposed to do what they can to replicate the problem our customers are experiencing with their products before sending anything out. It sounds as though he spent a healthy amount of time troubleshooting with you and testing your device. The Geek Squad app is a good tool that both employees and customers can use to test the widespread functions of our mobile devices. The issues that he spoke of can happen; however, they generally aren’t issues you will always experience after owning a device for an extended period of time.
I would like reach out to the store leadership at the Upper West Side (Store 1448) about your recent visit. As such, I’ll be sending you a private message to get some more details from your interaction with the agent. To check your private messages, click on the envelope in the upper right-hand corner while logged into the forums.
Respectfully,
JD|Social Media Specialist | Best Buy® Corporate
 Private Message