Best Buy Geek Squad TV Warranty is Terriblw!

I'm in my third week of waiting and I still don't have my TV repaired! What a frustrating experience! I called Best Buy Geek Squad 17 days ago to report that my TV stopped working. I had purchased the repair warranty so I assumed I could get it fixed in a timely manner. Wrong. I had to call every single day the first week just to try and get a service date. Finally a repair service agreed to come out but cancelled without reason the same day. I talked to many Geek Squad personnel and was constantly transferred so many times to other people. Each time they expressed concern that my problem was not being handled but then promptly transferred me to someone else. On at least three occasions I was promised that someone would call me back to schedule service. None of those promises were kept. No calls were returned. In the second week I finally got a repairman to stop by the house. He told me he wasn't authorized to fix the TV, but rather had to figure out the problem and report back to Best Buy. He narrowed the problem down to three different components and left. I received a call from someone at Best Buy who told me that they were assigned to assist me through this process. It's been ten days and I haven't heard back from this person. My repairs were apparently approved at some point and I'm still waiting for replacement parts. I filed a complaint with the Better Business Bureau but was told by Best Buy that they couldn't do anything, such as replace the TV, for at least 30 days. So I'm in week three and still waiting!
I had this problem one other time and after weeks of scheduled repair appointments where the service personnel failed to show on at least three occasions Best Buy finally sent me a gift card to replace the TV. I should have learned from that experience. Now it's happened a second time! I've spent thousands of dollars over the years on TVs, computer systems, and electronics at Best Buy. I can assure you that after this experience my family and I will shop elsewhere for our electronic needs! I'm very disappointed!

Hello usms2617,
I can’t even begin to count how many shows I watch on my days off from work. Because of this, I know I’d be frustrated too if I went without my TV for a long period of time, especially if a repair took longer than anticipated. While rare, repair delays do occur and are usually due to part delays or technician availability. It seems though that there may be other issues in play though. I’m sad to hear that your TV repair hasn’t progressed as smoothly as we would’ve hoped, and I am sorry for any aggravation this has caused.
When one of our customers is underneath a Geek Squad Protection plan and a repair is necessary, we ask them to set up a service claim with us by either calling 1-800-GeekSquad or by scheduling an appointment online. There are times though when our Geek Squad agents are unavailable for certain areas, and our third party team takes over the repair to assist. Upon review of your work order using your email address on the forum, I’ve found your repair is currently processing through one of these third party teams.
However, the quality of service should still stay the same no matter who is repairing your television. As we want to ensure that your television repair progresses as smoothly as possible from here, I’ve contacted Matt from our Special Forces team who handles situations likes yours. As your repair time is longer than normal, I understand he has reached out to you to discuss this further.
Please know that I will keep my case open with you and watch its progress as Matt and I are working together to resolve this. I appreciate your patience and I’ll send you a private message once an update is available. You may view it by logging into the forum and clicking on the envelope in the upper right-hand corner.
Thank you for posting!
Alex|Social Media Specialist | Best Buy® Corporate
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Best Buy Geek Squad Warranty is terrible!!!

Not usually a social media poster, but when I searched this topic and found I was not alone, had to vent. As previously mentioned in other posts, it seems that there is a general trend for BB GS warranty service to have a major DISCONNECT between their phone operators/technicians/customer service people and the actual technicians that are sent out to do the repairs, and the subsequent repair of their TV's.
It has been 23 days since I first contacted GS and I have had two home visits from GS and will have 3 different sets of parts ordered by the time they return next weekend!
Some history- I too have bought most of my bigger electronics from BB mainly for lack of serious competition where I live (mainly only Sears). I have bought at least 5 TV's from 32"-55" from them in the last 5 years, and this is the second large TV that has gone out on me within 2.5 years! The first one was a Samsung 47" LED that was 6 mos post warranty and basically the amount that they were going to charge to repair was something crazy! Thus, thinking that it was just the brand, I did my research and settled on a Panasonic Plasma rather than pay for an expensive repair.
Fast forward to 23 days ago. TV fails to turn on, notice power button blinks 8 times. Google search the problem, call GS. This time I did buy the extended warranty, but the tv is still under the manufacturer warranty. Talk to a tech he says no problem, will order parts for you and set up a home repair for after the parts arrive. I get no tracking # from UPS only when it should arrive. Arrival day comes and no parts! Repair is scheduled for the next day! Call GS, (who by the way is NOT 24/7 for repairs, only for tech support) and they say that the parts are delayed so will reschedule the repair appt. Parts arrive 3 days later and next day tech comes and finds out we need different parts! He tells my wife, I'll be back a week from now. No tracking for parts, so figure maybe the tech will bring it with him. Day that the tech said he will be back (a week after his first visit, as per his statement), we get no phone call or visit from the tech. Call GS that night, but of course have to trick the answering system to talk to a LIVE person, a salesperson, that is, and they say I have to call back tomorrow. Talk to them the next day only to find out the parts will arrive the next day and the tech will visit Saturday(yesterday). Tech comes and finds out he needs ANOTHER part! WTH!!! Tells my son, who stayed home to answer the door, that we will be back next week! Call GS and talk to a tech who tells me about the 30 day window or that they will replace the TV. He tells me that he is pretty sure that after the next visit that the tv will work! He also goes on to tell me that if it was him, he would have known what parts to order the FIRST time! He goes on to tell me that there is nothing that he can do since he works from home and that if I have further issues it be best to call corporate HQ and complain! TOTALLY UNACCEPTABLE!!! In all fairness to the telephone support people, they have all been overly nice and apologetic, but "so sorry" only goes so far. Why can't my local BB GS get on the same page with the techs that troubleshoot over the phone? Best thing to do is never buy from you clowns again! Hope Sears doesn't shut down all their stores here!

Hello beyondpeeved-
I can certainly understand your frustration, no one likes to be without the service of a major electronic product like a TV, but it’s especially annoying when you are faced with delays as well due to parts, etc.
I absolutely apologize for all the delays that you have gone through up to this point and what appears to be a lack of communication on our part regarding the progress of that repair. I’d like to look further into this for you, but I could not find any customer information for you with the email address on your forum profile.
If you could send me a Private Message with your full name, phone number and email address that I might locate a customer profile under, I would appreciate it. If you could also include any work order numbers that you might, that would help as well. You can send me a Private Message by logging into the forum and clicking on the button across from my name on this post.
I look forward to hearing back from you,
Bill|Senior Social Media Specialist | Best Buy® Corporate
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How do I file a complaint to Best Buy?

I have had a long, drawn out (unpleasant) experience with Best Buy that someone needs to be aware of.... I finally just had enough aggravation that I wanted to pass along, so hopefully others do not have to.    I think their intentions are good, but it seems there needs to be some improvement in a few areas.
We had a Samsung dishwasher that was constantly needing repairs-- because of this, I had decided to extend my Geek Squad protection plan after the 5 years was up and did so on Jan 14.
I had an ongoing repair problem that started on 12/26-- and after a couple of calls, I spoke to a Geek squad agent who said we qualify for a lemon replacement, which was approved and set up around 1/29.
We went to the store on 1/31 (Wentzville MO) and this is where things began to go bad-- we got to the store right after 10AM, started working with the geek squad agent and sat there until 1 PM!!!!!!!!    It was a nightmare--because the agent was having trouble setting up our delivery and install... I think her name was Sheila-- she made at least 15+ phone calls getting the run around -sitting on hold- being referred to another person, etc etc... As we sat there, the manager-April, was fully aware since Sheila had called her early on, for direction. The crux of the problem was they had changed delivery services and we being just under 50 miles away from the store apparently were in a no delv zone.... (Which is ridiculous-- if we want to spend a bunch more money, which we did-- shouldn't have to worry about delivery).   So we sat and sat--listening to the whole debacle until I finally told her-- Please---GET her manager over here to get this squared away!   April came over and gave about 10 min of her time to help and didn't seem too concerned that we were sitting on the same stool for over 2 plus hours.     After her 10 min, she left and we still ran into some problems where Sheila needed the manager for an override or something and had to call and call until another mgr came over.   IF I was that manager, I would have stayed until the entire process was completed and apologized -- but she didn't- and did not seem to care at all.   SO three hours later we walked out in total shock that it was such an ordeal.
Delivery and install of the new machine went fine-- but here we go again, another problem.
Geek squad and the store told me that to get a refund for my old protection plan and extension on the old machine, I just need to call them and set it up.   I won't go into the gory details, but I've had to make calls on 1/31, 2/8, 2/17 and 2/26-- had 2 cases opened and spoke to some extremely unknowledgeable agents, with one telling me on 2/17 that I can't get my money back. My last case # was {Removed per Forum Guidelines}-- I was told on 2/27 that the case was finally approved on 2/26 (again, I started this on 1/31).. but that I have to wait "1 to 2 billing cycles" to get my money back--which converts to 1 to 2 more months.   I have never heard of a refund taking that long and now I regret purchasing another 5 year protection plan on our new machine.    This has been some of the worst customer service experiences I have ever had--and really sours me from using Best Buy /Geek Squad protection any longer.

Hello raemo,
As AWBrown said, we certainly aren’t perfect, and we recognize mistakes are bound to happen every once and while. However, I feel that this was maybe not a mistake but rather a series of events that just never quite lined up as they should have. When an exchange is offered underneath a Geek Squad Protection Plan, it’s supposed to be a smooth and easy transaction, and clearly, your experience was far from this.
Delivery is a great way to get larger product to your home and should be hassle free. As we realize this is a popular service, we do hire a 3rd Party installation team called Optima to assist us. While Optima does have services throughout the United States, there are rare times where a customer falls outside of their serviceable area. I’m glad to hear though that Sheila was able to talk it through with them on your behalf and ultimately scheduled you for the delivery.
On the customer service side, managers are meant to be on hand to assist with the difficult transactions and support our associates and customers when help is needed; I’m not sure why April wasn’t available to provide the necessary support. I realize this situation is one that would take time to correct, but our level of customer service shouldn’t drop, and I’m sorry if she seemed dismissive of your concerns and time.
On top of this, I did see you experienced difficulties in receiving a refund regarding your renewal of your protection plan. When the exchange of your dishwasher processed, you were still covered by the original plan as the extended coverage you purchased wouldn’t have gone into effect until March. Therefore, you shouldn’t have encountered any issues when you asked for the refund. However, I do see here that our systems released the refund just a couple of days ago. As your credit card’s issuing bank also needs to process the refund, it could take up to a few more business days before you see the fund appear back onto your account.
Having said this, I do want to speak with you further regarding your recent experiences, and to do this, I will send you a private message. You may view this message by logging into your forum account and clicking on the envelope in the upper right-hand corner.
Thanks for posting!
Alex|Social Media Specialist | Best Buy® Corporate
Private Message

Re: Cell Phone Insurance and Service is Horrible at Best Buy Mobile

We were sold a GSP with an Iphone purchase last year - I pay $15+ a month for this plan and have already paid well over $200 to date. We had initially planned to get the insurance through our carrier ($6.99/mo) or an Apple plan, however this sales person talked us out of it telling us with those plans if you needed a repair you'd have to pay a deductible and other fees and with the GSP you could basically walk right of the store at that moment throw the phone into a puddle and smash it, come right back into the store and you would be give a NEW, NOT REFURBISHED, phone for free - no questions asked. Sounded like a no-brainer! My daughter's phone stopped working a week ago, she brought it to the store they assessed and told her they would order her a new phone. She picked up the "new" phone a few days later. When she picked up the phone she was told that they were having "wifi issues" and could not restore her back up onto her new phone that she would have to go home and do it herself. She went home and began the process and kept getting error messages; she called the Geek Squad at the store and explained what was going on; they told her they could not help her and that she would need to call Apple. She called Apple who initially did not want to help her as she did not have the Apple plan, but I guess felt sorry for her after hearing about Best Best Buy and decided to help her. As they talked her through the process, her "new phone" kept powering off. After it happening several times Apple told her that she had a defective phone and that she should bring it back to Best Buy. She did this yesterday morning. The Geek Squad checked the phone and told her it was fine. She explained that it keeps powering it self off randomly and they told her they would have to see the phone do it. She also asked to speak to a store manager to explain her dissatisfaction and tell them she just wanted a new phone like she was promised when we took out the insurance - this man was rude and refused to help her. He told her to go home and call 1-888-BestBuy. As the phone and the plan are actually in my name (her mother) I took over and called - the technician I spoke with on the phone - knew immediately that it was a power problem with the phone and that it needed to be replaced. He explained that sometimes the Techs that work in the store really don't have enough training and don't understand that certain issues don't show up on diagnostic tests. He apologized for the rude treatment that my daughter received at the store by the Geek Squad and the store manager and he would call the store to let them know we were bringing the phone back and they needed to get a replacement. At that moment things were fine. He then transferred me to the store and the Geek Squad who informed me that they would not give us a new phone - it would be another refurbished phone. So, after work today my husband and I headed back to Best Buy for yet another battle - that is if as Johnny from the Geek Squad put it - "they could squeeze us in" - they might not be able to talk to us without an appointment. This is for a phone exchange - not brain surgery. Best Buy is the worst store when it comes to customer service, and gross misrepresentations. I would never, every make a purchase from this store again and will tell everyone I know to stay away as well. I'm sure that this is not the end of our story - we already know that we will leave the store later completely dissatisfied and that the employees at Best Buy/Geek Squad will NOT handle this in an intelligent professional manner.

Dear hazelnutcns,
When you purchase our Geek Squad Protection (GSP) for a device, it should be on the full understanding of how you are being protected by that plan. I am sorry if you were led to a different expectation based on what you were told at the time of purchase.
The Blue Shirts in our stores should be very knowledgeable on the major terms of the GSP plan so they may speak to those benefits confidently with our customers. The GSP for mobile devices, as autotech touched on above, can cover the type of issues your daughter was experiencing if it can be replicated by a Geek Squad agent in store. Our agents test these items in store because sometimes we can avoid sending out the device altogether by troubleshooting the issue(s) you are having, thus saving you a trip back to the store or time without your device. In the event you can’t locate your terms and conditions of your GSP, you may find them by clicking here.
Typically, stores shouldn’t let you leave the store with a phone that isn’t fully functional. They could have offered to keep the phone for you while they remedied the network issues that were preventing them from getting your daughter up and running again. This could have saved your daughter from calling for support. When I was working in our stores as a manager, I have also had Geek Squad agents keep customer’s devices for a couple hours or overnight to test sporadic issues like the one your daughter’s phone was facing; rather than sending you home with a device that may be truly defective. Were you able to receive a replacement phone in the end?
All in all, yours and your daughter’s experience with us should have looked much different. Using your email address you supplied here on the forums I was able to pull up your purchase history to see your Geek Squad Protection plan. I have already moved your feedback along to the leadership at the North Haven, CT (store 1488) location. Please let me know if you have any other questions or concerns as I would be glad to address them for you. I genuinely hope you give us another chance in the future to demonstrate the world class customer experience we work hard to provide each and every customer.
Warmly,
JD|Social Media Specialist | Best Buy® Corporate
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Can Best Buy back up my files without saving my computer?

Best Buy told me they have to remove my virus to save my computer. I asked them to back up my files of course there is a fee. Is there a way for them to back up my files on a CDR or DVR and not fix the virus. I don't care if they dump my computer and I get a new one. I just need my files.

Find a KNOPPIX or Ubunutu Linux LiveCD, and boot from that. Back up your files to an external hard drive using the LiveCD.
Then virus scan the external HD. DO IT FROM THE LiveCD! A LiveCD can't get infected by a virus (read-only media), and in addition 99%+ of Windows viruses can't infect a Linux distribution.
*disclaimer* I am not now, nor have I ever been, an employee of Best Buy, Geek Squad, nor of any of their affiliate, parent, or subsidiary companies.

Best Buy Version of Samsung Galaxy Tab 10.1

Is the Samsung Galaxy Tab 10.1 that Best Buy sells strictly a Wifi model or is it 4G capable? (obviously I understand that if it is capable it still requires a monthly fee with an actual provider to actually get the 3G/4G). But I am not interested in being limited with only a Wifi model.

casey51295 wrote:
Is the Samsung Galaxy Tab 10.1 that Best Buy sells strictly a Wifi model or is it 4G capable? (obviously I understand that if it is capable it still requires a monthly fee with an actual provider to actually get the 3G/4G). But I am not interested in being limited with only a Wifi model.
I don't believe any 3G/4G models are available in the United States yet.
I haven't found wifi-only limiting as my phone supports Wifi Hotspot functionality.
If you do get a 10.1 from BBY, make sure that when it boots there is an image of an unlocked padlock. Some units are sold with locked bootloaders. (I consider this to be a major defect since unlocked devices are sold at the exact same price, and locked units are not marked as such. There is NO justification for a locked bootloader on a wifi-only device.)
*disclaimer* I am not now, nor have I ever been, an employee of Best Buy, Geek Squad, nor of any of their affiliate, parent, or subsidiary companies.

Considering upgrading through Best Buy instead of AT&T.

So here it is again- the end of my 2 year contract. I have had many versions of the iPhone since they launched in 2007 and instead of upgrading from my iPhone 4 to the lackluster iPhone 4S, I am deciding to shake it up. I am going to go the route of android.
More specifically the Galaxy Note. It was meant to be. It even comes out on my birthday. It's a Phablet. Just like I always wanted.
But I digress.
A friend told me about the awesome promotions going on through bestbuy. The $50 gift card (already signed up for it.) and the free case that comes with the galaxy note if you preorder it.
It is clearly the better deal to go through best buy, but I guess I have a few questions:
1. Can I preorder the phone at the store or do I have to do it online? I would like to be able to use the $50 gift card towards the phone (As it says I can in the fine print) rather than waiting for the gift card to arrive.
2. I am not the account holder (my mother is.) but I am an authorized on the account. Should I have her come with me or do I just need her info?
3. Does best buy typically get the phones in stock on the Release date (In this case the 19th) or later than that?
Thanks for reading.

'manufacturer warranty = from manufactr so is same no matter seller of item. buy item, it comes w manufacturer warranty, whatever it is. period.
protection plans are a best buy (or competitor store) warranty. if you like terms, fine, if not, dont add it to order. stores will still take yr $ -- and you can still buy items at sale prices advertised. salesperson earns lower commission is all.
cell carriers also offer own protection plans, fwiw. your call to add to your plan -- or not.
any or all of above may be considered a ripoff or added value, your call. but are addititonal to sale of item poster is considering.
prices on phones on bestbuy generally are NOT a ripoff, when we purchased ours was handled well, from moving address books etc to new phones to setup email accts, to not messing up the plan we wanted...
also, bestbuy will take the Sprint upgrade discount right off the purchase price, so you walk out the door spending less/ get taxed on a lower price. most other places make you mail in a Sprint rebate form and wait for weeks/months to get a check in the mail.

Misc. Ailments (San Diego band) and Best Buy Musical Instruments

Check out Misc. Ailments from San Diego, CA. They are one of the bands featured on the Best Buy Musical Instrument "Play.Listen.Learn." video clips. Visit their myspace, add them and leave some comments if you like what you hear. Here is the direct link in case theone above does not work. www.myspace.com/miscailments

I for one have had a few instances where the Murrieta Best Buy didnt give the best customer service. Overall the majority of the employees are ok. HOWEVER, I WILL NOT EVERY BUY ANOTHER PRODUCT FROM BEST BUY. I will go to COSTCO from now on or Walmart for small accessories. I was sold a warranty plan that I didnt ask for. I told the sales rep. that I wanted a 1 year warranty and that I was going to purchase another warranty when that 1 year expired. He sold me a 1 year warranty that IS NOT renewable. Because I am past the 180 day limit I cant buy a renewal from the manuf. I am basically left out in the cold with my $1500 with nothing to show for it. This same computer had the hard drive crash after a few months. The battery stopped working after another month and it took Best Buy 3 MONTHS to get me the correct battery, after 3 attempts. The only way I found this out was when I contacted Best Buy to renew my warranty. When I initialy took it in for repair they never said that they would have to use the manuf. warranty because my warranty was the correct one. It was an accident warranty, accident warranty for a laptop that sits on a desk? All Im told is that were sorry, nothing we can do. Coming from a multi million dollar company this is flat out WRONG. I was told that the sales rep who sold me the plan is the guy who trains their employees, lol. The guy is a pretty helpful guy (as I have seen him many times) and I believe intends to help out people, BUT to give me a warranty that I cant renew after he knew I was going to renew it is beyond me.

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 and Geek Squad Do it to me again! Arrrrgh!

I bought an iMac from Best Buy about 4 years ago, and the hard drive failed at 14 months. No problem, took it back to Best Buy, the Geek Squad told me for a couple hundred bucks could get this super eco friendly 2 TB drive put in for less than it would cost me for a Seegate 1 TB. Good drive I asked? Yep, great drive. Paid the man, got the iMac back, and every time I turned it on, the hard drive SCREAMED. Very loud. So loud I could not use it. Asked Geek Squad what to do. Did they offer to replace it. NOOOOO, all I had to do was search the internet forums, get a driver download aind it would be fixed. Common problem. Tried this fix off and on for months, no deal. By then the warranty expired, so no Geek Squad help there. And to rub salt in the wound, was told those eco drives were so horrible, no one sells them anymore.. Well, that made me feel MUCH better.
Fast forward to this week. I go into different BB, and relate the story to the store manager, while buying a cable on sale, and he tells me HIS Geek Squad will fix that problem for me, they will install a good Seegate drive, and the iMac would be better than new, after all, they are much better than those Geek Squad dolts up the road. So, bring my iMac in, tell them upgrade the hard drive to an S-Gate and max out the ram. Well, here's where it gets uglier.
"Here's the bill for the ram upgrade and we have to send this off for installing the new hard drive, cost you $34.95 for shipping." Hmmmm. Do we ship the hard drive up with it, I'll pay for that now. "No sir, we don't have the hard drive you want here, we are out, but the repair shop will call you and check with you before they install one." Hmmmmm. Good, but you do know I want to put an S-gate in there right, no more of these crappy hard drives like the last ones you guys installed. "No sir, trust us."
Got an email from the Geek Squad today, says call this 800-433-5778 number and we will discuss you repair costs. Call that number. For 20 minutes, the recording on that number took my informaiton and at the end said, "You will have to call another number for that repair, please call 800-433-5778. 7 times I tried calling that number, tried pushing buttons, asking for different options, nothing, routed back through the same stupid do loop. Finally, when the recording asked me for more info (on the 8th try), I just screamed at the recording. "Sorry, did not understand your response, let me connect you to a customer service rep."
Human on the line, she was very helpful, but could not tell me a thing about my repair except the part number and the cost. Dear, I do not want the part number, I want to know what hard drive is going into my computer, you guys (not you dear) screwed me the last time. "Sir, I am just a call center operator, I will have to connect you back with the store you shipped your computer from." Dear, they told me the repair center was going to call me, they had no clue what the repair center was going to offer me, except that they would pass on I wanted an S-gate. "Sorry sir, but that's all I can offer." Okay, put me through.
Geek Squad from the store on the line, "Sorry sir, the repair center called you on your work phone, and could not get you." That's not my work phone and I have not used that number in over 4 years, and was not the number I put on the contact sheet for the repair center to call me on this job. "Sorry sir."
Okay, this is simple, I just want confirmation that I am going to get the drive I want. "Sorry sir, the repair center may not carry the drives we carry in the store." What? "Sir, they use parts that we don't necessarily get in our stores, they may not even have S-gate drives.
Okay, let me get this straight, you charged me $34.95 for shipping to a center you know may not have the drive I specifically asked for, after tellling you you company SCREWED me the last time, but I am back here because you PROMISED you would put the drive I wanted in the computer, then you shipped it off to a center you know might not carry the drive I wanted, the center ignored the telephone number I put on the contact sheet to call me, redirected me into a contact number that does not work, forced me to waste an hour on the phone for something I should have been able to resolve in a 20 second phone call, and are now telling me I could forfeit the $34.95 in shipping if I do not accept WHATEVER drive the tech at the repair center offers me, which is why I swore off purchasing anything at Best Buy for 4 years?"
'Yes sir, but it is not our fault because everything we have done to your computer, from the beginnning, is in line WITH Best Buiy policies. Is there anything else we can do to help you today?"

Dear BonzaiB,
I am so sorry to hear that you have had issues with getting your computer fixed. I have had a computer in the past that had a bad hard drive too and it’s certainly no fun to get replaced. I didn’t have mine screaming at me though, I can’t imagine how annoying that would be.
We try to keep a big focus on the communication to our Geek Squad clients when they have devices out for service. The service center and our stores should be keeping you up to date with the status of your repair pretty regularly so that you don’t have to fuss with calling in yourself. I am glad that you were able to speak to a customer service rep but I apologize that it took so many tries to get to that point. By the sounds of it, had your desired phone number that you provided been input into the system, that call process could have been totally avoided. That’s not the kind of experience we want to provide for Geek Squad clients.
I was able to pull up your service order using your email address provided here on the forums and was able to see the notes that align with your post. I also reached out to the service center and was informed that you spoke with Darnell from the Desktop Repair Line about your computer today. Did he answer all of the concerns you had with the repair? I’m happy to hear that you will have a computer that won’t scream at you anymore.
I would still like to get more details from you via private message about your store experience so I can address the proper people 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

My hard drive was replaced last week. The geek squad from Best Buy backed up all my information prior to replacing the hard drive. they reinstalled everything on the new hard drive including iTunes. When I opened I tunes, my playlists were missing

My hard drive was replaced last week on my macbook pro. The geek squad from Best Buy backed up all my information prior to replacing the hard drive. They reinstalled everything on the new hard drive including iTunes. When I opened I tunes, i had some but not all my songs listed. All my playlists and purchases were missing. I attempted to sync my iPod so my playlist and information would be reinstalled but iTunes does not recognize the iPod to allow it to sync.

Hello Boylen33,
I was very disappointed to read about your experience when taking your phone in to the Geek Squad for service. I agree with avm5689, purchasing the Geek Squad Protection plan is a great way to protect your investment in a product that is so necessary to our everyday lives. The agent should have known exactly what steps to make the exchange an easy, and smooth process, and I sincerely apologize for the frustrating experience you received instead.
I assure you every single post on the forum from our customers is of utmost importance to us, and we are always happy to help in anyway we can. As per the terms and conditions of your Geek Squad Protection plan, you should receive one battery per the life of the plan, and you can order it simply by calling our Partstore. As I mentioned previously, this is something the Geek Squad agent should have explained to you, or as the mobile specialist did, call them for you, and I'm truly sorry this wasn't handled in that manner causing you to waste a lot of time at the store. Using the e-mail you registered on the forum, I was able to locate the service order, and I will be documenting your experience for further training opportunities.
Once again, I am very sorry for any disappointment this has caused, and I appreciate very much you bringing this to our attention. I hope you will give us another in chance to offer you a much better experience.
Respectfully,
Maria|Social Media Specialist | Best Buy® Corporate
Private Message

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

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!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

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

What type of warranty does a laptop computer come with at best buy

My computer crashed few months into buy

They normally come with a 1 year warranty but however they only cover normal hardware failures. Meaning if it is physically damaged, viruses/software only they will not cover those types of repairs. For example if it is a bad hard drive that is causing the unit not to load windows or run properly that would be covered. Your best bet is if you can back up your data and bring it to your local Geek Squad along with the proof of purchase if you did not purchase any optional coverage.

Best Buy Warranty???

I purchased a Microsoft Surface Pro March 9 2012. (Today is March 9 2014). The total cost was approx 900.00. I also purchased a 1 year warranty protection plan from Best Buy. At some point during the last year the Surface Pro would no longer accept a battery charge. In other words, the Surface Pro could not be charged and thus could not be operated unless it is plugged into an electrical power source. I took the Surface Pro to Best Buy on March 6th 2014 for warranty work. The following is an account of my experience with Best Buy.
March 6, 2014
"Hello, what can I do for you?" After a lengthy conversation I was informed that the Surface was under warranty. However, Best Buy would not repair it. But they would replace it.
"So if you wish, why don't you take the Surface Pro home with you and remove all of your personal data. Then bring it back to us and we will replace it. We have one Surface Pro in the store which is available."
March 9, 2014 Approximately 1M
I return to the store with the Surface Pro with the intent of exchanging it for the one in the store.
"Hello what can I do for you"?
"Well here is the Surface Pro. I have removed all of my personal data and would like to exchange it".
"Ah, yes, Now I remember your case. What is the problem with the Surface Pro?".
"Recall, you tested it and found it would not take a charge. You said to take it home and remove all of my personal data. You said that you had opened a "process" or "case" and recorded all of the details concerning the Surface Pro. You said that it would be a simple matter of an exchange".
"Oh yes, Now I remember. What is your name again?"
"Good, let me look it up." "Ah, yes. Here it is. Hmmm, the problem is we don't have one in the store and there are none in the warehouse. Someone has placed a hold on it."
"I see, can you check and see if other nearby Best Buy stores have a Surface Pro in stock"
"Yes, there is one in stock at our San Francisco store, and one in our San Rafael store."
"Good, can you ask them to send one to your store so I can exchange it?
"No, we don't do that".
"But let’s see, I think I can offer you a store credit for 599.00 and you can spend that on another tablet."
"Oh, Oh, I just checked your warranty again and it looks like you warranty has expired."
"But the warranty is for one year and it was purchase exactly one year ago today. And besides, you said you opened a process for my case and recorded all the details on the Surface Pro 3 days ago."
" I know, but the process I started 3 days ago hasn't been closed so it expired today"
"How can that be. 365 days will not have passed until midnight tonight. Therefore the warranty is valid"
"No, we don't actually go by days. We go by the hour!"
"I see, but you can see from my receipt that I purchased the Pro March 9 at 3M. And its only 1M at the moment. so even with an hourly deadline, the warranty is still valid"
"No it is not. The warranty hour is eastern time which at this moment is 4 PM. So the warranty has expired."
" Let me summarize the service you can or cannot provide.
1. You will not exchange my Pro for the one you have in the store because someone has a hold on it although I thought I had a hold on it 3 days ago.
2. You have 2 other Best Buy Stores nearby, that each have a Surface Pro in stock, but you will not have them delivered it to your store here.
3. My warranty is expired because it is based on Eastern Time, although I am here 2 hours before the warranty expires by local time.
4. And although I paid approximately 900.00 for the Pro 1 year ago, you could only offer me 599 of store credit if my warranty was valid"
And so, my visit to Best Buy ended. I picked up my broken Surface Pro and left feeling like I had just been given the royal shaft. So please beware if you are considering purchasing anything from Best Buy. Alternatively, I have had nothing but great service and satisfaction from Amazon -- highly recommended.

Hello eisaaks,
Having an exciting new device develop problems is always at least a little bit aggravating as I know from my own experience. I certainly regret it if any action on our part added to your frustration.
Mbrguy was quite right about our not reckoning the warranty's expiry by the hour, but by the day. In the case of your Surface, the product was covered by Microsoft for a period of one year from the date of purchase. As you acquired the Surface on March 9, 2013, the factory warranty in fact elapsed on March 8, 2014 at 11:59:59 p.m., the 8th being the 365th day.
At this point, the only option that I can think of is to contact Microsoft directly for any potential options for your Surface. They should certainly be able to offer you repairs so that your Surface will function as intended. However, with the warranty expired, those repairs will likely be at your expense.
I'm grateful that you took the time to share your experience with us.
Sincerely,
John|Social Media Specialist | Best Buy® Corporate
Private Message

Can I purchase an Apple Care extended warranty for an iPad Air if I purchase it at Best Buy?

CAn I buy an Apple Care extended warranty for an iPad Air if I purchase it at Best Buy?

For me? Buying from best buy was my only option since the closest apple store is over an hour away. (and technically in another state)
Also, when I bought my iPod the warranty that Best Buy offered was far more comprehensive than Apple Care with accidental damage protection for up to 3 years.
And, when my iPad's charging port messed up, I took it into Best Buy and they swapped me out for a new one while at an Apple store I likely would have gotten a refurb.
When I swapped out my iPod 4 for my iPod 5 I took it into best buy, got $70 towards the purchase of the new device by trading in the old one.
Best Buy isn't perfect and not every store is a good one, but they are a good alternative or other option to explore for those buying devices.
I think my biggest beef when buying my iPad and later iPod at Best Buy is when I bought my iPad I bought the screen protector and they wanted to charge me to apply it...and it kinda rankled for me to be plunking down over $600 dollars to have them want to charge me $15 for a screen protector install.

Best Buy Geek Squad TV Warranty is Terriblw!

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