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.

RESERVED FOR PRICING
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.

Similar Messages

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.

The Worst Customer Service of My Life and Why I Will Never Shop at Best Buy Again

This afternoon I decided I wanted to buy a Playstation 4. I discovered, while browsing Best Buy's website, an offer to trade in a PS3 Slim and controllers for $100 +$10 per controller. I took in the console, three controllers, and two games valued at $12 and $5 respectively for a total of $147 in trade in value. I knew what I was supposed to be getting when I walked in the door.
So I enter store #1155 (Charlotte-Northlake) with the intention of trading in my PS3 and accessories, for a PS4 Destiny bundle. A very simple transaction, that could have easily been handled quickly (and was later handled quickly and painlessly by GameStop). I approach the desk and encounter this lethargic looking automaton named Ashlyn. Or something like that. I explain to her what I want to do, and how much I expect to get out of the trade in. She says "Well, you'll get whatever comes up on the thingy". So I set my console, 3 controllers, 3 cords (HDMI, power, controller), and two games on the counter next to the thingy (computer) and she proceeds to test to see if the console works. She incompetently moves the device and power cord over to the plug in station/screen to see if it works. After much confusion over which plug goes in what hole (I literally watched her try to plug the power cord into the HDMI slot), they stand around trying to turn on the controllers and connect them to the console. She finally discovers she needs the controller cord and asks me for it. I look on the counter to discover that it is no longer there. So I run out to the car to see if it's there, and it isn't. I come back in, and ask her if maybe she dropped it when she picked up the power cord, and she looks at someone else and says in her best impression of an incredibly rude person, "He only brought in two cords". I told her to look on the floor, and of course she found it. So they plug everything in, everything works, great. Now punch in whatever it is you punch in on the thingy and give me my PS4. Nope. Now she has to spend 20 minutes sighing and shaking her head at the computer while repeatedly asking me if my PS3 slim "is 500 GB" to which I respond, literally every time, yes. Eventually she gets help from a distracted eastern european co-worker who asks me "How much is it?" and I say "100" to which Ashlyn replies in another fantastic impression of a terrible customer service worker "He told me it was 500". I clarified that I meant $100 and 500 GB and they proceed to shake their heads and sigh at the screen as they fail to understand what I can only assume were heiroglyphics. So at this point Ashlyn has called me a liar twice, and has not once made eye contact with me, or attempted even the most basic customer service. She finally comes to the price of $117 dollars which I say "That's not right, did you get the controllers?" Naturally she did not. But also neither of them knew how to use the heiroglyphic thingy in front of them, so finally they said "Well, we can't do it in our system, so you'll have to take $117". I said no, took my stuff, and walked out. Ashlyn is a terrible customer service "specialist" and should be quickly fired.
Part 2:
So shaking and fuming I walk out the door to my car with my console and accessories in tow, and decide to call the other Best Buy near me at Concord Mills (Store #268). So I call, explain what I went through, and the girl on the other end of the line says "Oh, some people just don't know where to find the the right thing to do it" and said I could come down there and get it taken care of. So I head down to Concord Mills with hopes of finally making my simple transaction. I get there, tell the girl at the desk what happened, she more or less ignored me, and said she had to take it in the back and test it. Fine, do your thing. She comes back, and says "Where did you see the hundred dollar thing?" so I look it up, and WHILE I'm looking it up she says "I know what deal you're talking about, but I can only give you $40 dollars because this is in poor condition" once again in what I can only assume is corporate standard "Terrible Customer Service Rep Tone". I told her that a console is still in good condition if nothing is broken and it works perfectly, and that a few scratches don't mean "poor condition", this isn't a disc. She says "I'm not marking this as good condition, all I'll give you is $40." so I angrily picked up my stuff, and walked over to the GameStop in the nearby mall. Told him what happened, he took the console, checked that it worked, gave me $140 for everything, I paid the difference for a PS4 and they sent me on my way. 15 minutes. 2 hours of rude customer service reps at Best Buy sent me to GameStop, and I will honestly never set foot in Best Buy again.
So that's my story.
{Removed per Forum Guidelines}
Charlotte, NC Resident and Former Best Buy Customer

Hello puckettsd,
My younger brother got his hands on his own PlayStation 4 a few months ago, and ever since then, I don’t think he’s talked about anything else. In fact, whenever I go to my parents’ house for a visit, I can always hear him discussing game strategy with his friends through his headset. While I’m not much of a gamer myself, I certainly understand the PS4’s appeal, so I can see why you were excited to take advantage of our Sony PS3 Slim Trade-In offer and trade up to the new console. It’s disappointing to hear that your visit didn’t go as smoothly as planned though, and I’m sorry for any frustration this caused while you tried to figure this out on your own.
With any trade-in offer, we should always be assessing the item in question to determine its condition. This is done to make sure you are getting the best offer possible. An item may fall under in four categories - Good, Fair, Poor and Substantially Impaired/Not Working (see here for descriptions). As Ashlyn wanted to figure out which category your PS3 Slim fell under, she took the time to see if your console powered on and made sure your controllers worked properly. This doesn’t explain why she may have had difficulties adding on your controllers to the promotion though. If an associate isn’t sure about how to do something within our systems, they should be asking a member of leadership for guidance. I’m sorry if oversight caused you to leave the store unsatisfied.
Having said this, I appreciate it that you were willing to provide us a second chance and visited our Concord Mills store. I can understand your frustration though if this store didn’t feel that your console met the terms of the promotion and therefore didn’t meet minimum $100.00 offer. In the terms and conditions of the trade-in offer, we do state that the console must be in good condition to qualify. I truly apologize for this discrepancy. Regardless, I’m glad to hear that you were able to trade in your PS3 Slim for a new PS4 console, even if it wasn’t through us.
Experiences like the one you describe are never ones we like to hear, but thank you for taking the time out of your busy day to let us know about it. As a company, we realize there may be areas in need of improvement, and without feedback like yours, we wouldn’t be able to identify them properly to promote better service. Please know that I have documented your concerns as this a great opportunity for the store to learn from, and it is my hope that you give us a second chance in the near future.
Respectfully,
Alex|Social Media Specialist | Best Buy® Corporate
Private Message

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

Let me start by saying that I have never been escorted out of ANY retail store or business. It was appalling and embarassing and I left so angry that I might never return to Best Buy again. The store in question is:
SAN RAFAEL CA (Store 1021)
700 Du Bois St
San Rafael, CA 94901-3905
Manager - Earl
The Story:
Yesterday, Fry's Electronics started an online/storewide sale on one of their LG LED HDTV's which I'm assuming was to clear out inventory. It was a great sale and I was hoping Best Buy would have one in stock because the nearest Fry's location was several cities away--while there were at least three or four Best Buy's on the way. And having used Best Buy's price matching system before, I was confident that everything would go well if I decided to drop by.
I walk in, immediately go to the TV department at the above mentioned Best Buy location and I asked one of the employee's to run the SKU number to see if he had one in stock. He had 1 left. I told him I'd take it and I also asked him if he would price match it to Fry's. He said no problem as long as I showed him the link or advertisement, step-by-step. So I took my phone out (also purchased at Best Buy...) and went through the Fry's website. All good.
He kept staring at his computer and after a while, said, "Sir... I can't give the TV away at that price ($349). It's too low--however, I can go down to $399 for you". I was a bit confused and eventually asked him why my price matching request all of a sudden became an auction or barter for pricing. He said something along the lines of "Well, it's case by case really, and under these circumstances and considering we only have one unit left, I cannot let it go for such a steep price cut". I was starting to get frustrated so instead of taking the conversation any further, I simply asked him if I could speak to his manager. He pointed towards the front of the store and told me to look for a guy named Earl. I actually asked him if he could just intercom the manager to come over to the TV department and he said "No, he's right in front over there".
So I walk over to the register area and of course, the manager is NOT there. So I asked one of the guys in front to grab Earl for me and a few minutes later he showed up. Now at this point, I wasn't looking to fight or argue with anyone. I know people who scream for the manager every time something trivial happens and I'm just not that type. I just wanted someone with authority to explain in better detail and I have never even talked to a Best Buy manager before. Earl came up to me and I introduced myself and shook his hand.
I started out by asking him about the Price Match policy and he immediately said "Yes, we price match but we don't do it for 1 day sales and stuff--you're the one talking about that TV right?" I explained that I had no idea whether or not that particular sale was for exactly a day but asked him why it mattered in the first place. I proceeded to tell him that it's not some kind of special "holiday" event and that it was probably just for clearing inventory purposes--which also explains why Best Buy only had ONE left.
He paused for a second and said "Well, you know even if that were true, we couldn't price match it because technically it's not a local retailer... it only applies to brick and mortar stores that are within 25 miles from our location here and I know for a fact that the nearest Fry's is farther than 25 miles from here". I was a bit stumped at his response but eventually asked him whether or not that part of the policy was referring to independent, local businesses in the area that also sold similar items--and not referring to MEGA RETAILERS like Fry's that has an online shopping and ordering system (because Best Buy had no problems price matching to Amazon or Newegg in my experience).
I actually said "You would give me the TV if Fry's was 24 miles away, but somehow won't if it turned out to be 26? Do you see how strange that sounds?" He said that if I wanted I should look it up on the map to verify for sure. I looked and indeed it was 34 miles away. While I was looking, I also noticed that there were 2 Best Buy locations that were closer and within that "25 mile radius". So I asked again "Sir, you're not making much sense. There's no reason why THOSE Best Buy locations would price match but you won't. I REALLY don't think that the 25 mile radius rule was made for this kind of scenario...not to mention that the sale that I found was on Fry's website...".
I could tell that he was getting frustrated at this point but seemed pretty stubborn. He asked me if I wanted a printed copy of their Price Matching guidelines. I said "Absolutely... go for it. I'd love to see what you're talking about". This guy took 3 steps towards the counter before turning around and said "You know what, I'm not going to do that for you--and as a matter of fact, I think it's time for you to leave". THIS made me furious--but I took a step back and asked him why? Sure, we were having a bit of an arguement over Price Matching but I wasn't yelling or screaming or causing any sort of public disturbance. There weren't even any customers nearby--the only people who might have overheard us was a few of the Geeksquad technicians since we were standing next to their booth.
I told him again, that I just wanted to know why he seemed so adamant about not price matching the TV set. He said that he tried explaining to me but that I wasn't "getting it" so it was time for me to leave. I said "You know what, all you keep doing is pulling excuses everytime I ask a question. What if I walked in here tonight and told you the sale was from Amazon or something? How is this different..?"
At this point he pointed to his employees as if they were security guards or something and they ESCORTED me out of the (removed per forum guidelines) store! Like I was a thief that just got caught stealing something! At this point I was mortified because now there WERE people who were looking and I had to do the walk of shame back to my car as if I were some second rate citizen.
As absolutely embarassing as that was--I still wanted to purchase the TV. So I called another store that was much farther away from me but I figured it would play into that 25 mile radius quib--not that it should matter:
EMERYVILLE CA (Store 499)
3700 Mandela Pkwy
Oakland, CA 94608-3566
Spoke to a very nice lady at their location and she checked to see if they had any in inventory. I was on hold for a while but she physically went around the store to see if they had one. Again, they had ONE. This time, it was an open-box unit. Because I didn't want to waste any more time, I immediately asked her if they would be willing to Price Match to Fry's. She said of course--and that so long as the sale was visible online and that I could show her, that would be no problem. She also said that if I decided to take advantage of Price Matching, I would not receive their open-box discount (the discounts don't "stack"). I said that's fine and asked her if she could do her best to hold it for me as I was on the way and slightly stuck in traffic.
She spoke to the TV department folks and they said they would hold it no problem til the end of the night (it was already 7pm when I called). She took my name and number and I told her I would be there in about an hour.
Lo and behold I arrive and the TV is gone. I couldn't track down the girl who spoke to me over the phone, and the TV department guy that I spoke to said he had no knowledge of them holding any sort of TV for anyone (he wasn't lying--he really didn't seem to know). Awesome.
Best Buy - 2 / Me - 0
Thanks for the most horrific retail experience ever, Best Buy. You win.

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

Market Place is a scam! Ridiculous return problems! I feel betrayed an tricked by Best Buy!!!!

I didn't even know there was a Market Place! Until I just tried to return something I purchased online to Best Buy local Store. Imagine my surprise as an Elite PLus Member when they told me I had to contact each vendor individually to return something I purchased from BestBuy.com. Thats when they showed me the teeny tiny little bitty blurb of text on the item page that said sold by xyz company. I'm busy ordering a bunch of stuff online for Xmas. How am I suppose to stop and read every blurp of text on a Bestbuy.com website to see if they changed how they sell stuff they apparently don't offer at Best Buy but is instead sold by shady third persons. I shop at Best Buy because I know Best Buy policy and return procedures. I like their customer service in the local store.
If I wanted to buy crap from third party vendors, then have to pay to send it back to them, I'd buy from a catalog sold at the corner magazine rack. I shouldn't have to endure this sort of process from Best Buy. (removed per forum guidelines) who blatantly shows you that your not buying from (removed per forum guidelines) will handle your problem like you did buy it from (removed per forum guidelines) and even ship it back to (removed per forum guidelines) on their dime!!!!!
I feel what Best Buy did was sneaky, deceptive, and in no way what I'd expect as a long time customer. That fact that I have to find each indiviually seller I purchased from, call or email them to ask for a return request, assuming I don't have to call or email several times to get ahold of them. Then to make me have to pay to return the item??? Becuase I can't take it to a Best Buy store to return it as I have always been able to do?!!!
This is the last time I buy anything online from Best Buy. At least if I buy it in the store I know I can return it if I need to. Not sure I even want shop again with Best Buy after this!!! I already warned all my Friends on Facebook an twitter about what has happened.
I should write a article an post to (removed per forum guidelines) an see if they will run the article so others won't have to endure what I'm going through.
Listen up Best Buy!!! If I wanted to purchase from shady third parties I would!!! But I don't want to. I shop Best Buy because I can return it to the store! If I have a problem or I can call Best Buy customer service an they take care of it. I don't want to deal with some third party shady shop in NY running a business in the subway station on his cellphone.
NOT a happy customer!!! The fact I have so much run around to return two items I purchased from what I thought was my normal Best Buy dot com store an instead was some third party yahoo people who make me pay to return it after three days of trying to get a hold of one of them pisses me off. The fact I still haven't heard from the second vendor after emails and phone calls really annoys me. Even your own customer service can't get ahold of the business. Just a message machine where no one calls you back.
You just lost an Elite Plus Member!!!

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

BEST BUY CREDIT CARD DEBT PROTECTION SCAM!! BEWARE

I, like several other BB account holders that have written regarding this same exact issue, have been scammed by the debt protection service - for over $1000.
Upon signing up the the best buy card, I was somehow enrolled in the debt protection service. I certainly did not sign on for this service with any knowledge of doing so, and wasn't "asked" by a rep if I wanted the service.
Very long story short, I had been charged for this service without my knowledge, to the point where I now have paid over $1000 for it. As others have pointed out, I am to blame for not being more diligent in regards to analyzing my electronic statements - but for my extremely busy lifestyle, that is the purpose of auto-pay. I know what my payment is supposed to be, and I trust that is what I will be paying.
Once I realized that I had been charged for this service every billing cycle - I began calling Best Buy regarding this issue. My experience was identical to others who have experienced this debt protection scam. They pass me on to several different departments until I am beyond frustrated and exhausted from talking with all of these people and re-explaining my story over and over. Then in the end they always say that the issue will be looked into and resolved within 30 days. I've gone through many of these 30 day cycles. At an escalated level, they conveniently pass all blame onto Citibank as the single entity that controls the debt protection - so all responsibility is ignored by Best Buy.
I've had a horrible experience dealing with this, and despite all of the calls and promises of it being taken care of, I am nearing the end of my time with Best Buy. They are not going to work with me, and I am going to pay for this service and be done with Best Buy for good.
I'll probably receive a scripted response from a Best Buy "Social Media Specialist" as all of these identical complaints have received - stating in the message body "Citibank, N.A. is the issuer of your My Best Buy credit card account. Due to this, we don’t have access to their accounts". Again conveniently deflecting all call for action to Citibank. And I promise that Citibank and/or Best Buy will do nothing to resolve, or even try and help.
You can say that I'm at fault and have to deal with the consequenses of unknowingly signing up for this service and not analyzing my statements more thoroughly - BUT isn't it interesting that so many others have had this same exact problem with Best Buy Debt Protection? Is it all just a coincidence - and are we all just ignorant people who can't manage their accounts? I believe this Debt Protection is set up in a way to do exactly what it has done to me. To take money from people. Upon doing all of the electronic sign-up for the account, it's convenient to sign up for paperless statements - and if you don't watch closely, they will slip and extra charge in there for you.
For all new account holders - or if you are considering becoming an account holder - BE CAREFUL! Once they take your money they will have no sympathy for your situation, regardless of what it is.

Hello edgars-
Credit cards can definitely be a double-edged sword. While at times they allow for greater economic freedoms, they also can cause untold headaches as well. I’m sorry to hear that in this instance, the account protection service on your Best Buy credit card is the cause.
Depending on how long ago you applied for your Best Buy credit card, the option to opt out or in for account protection would either have been a check box on the application or a sign off on the keypad in the store. It’s disappointing to hear that at the time you applied, this particular section was not pointed out to you to make you aware of what you were agreeing to with the card.
As you’ve stated, while the Best Buy logo is on the card, Citibank, N.A. is the issuer of the card and we don’t have access to your account to make any changes or refunds to it. However, it is our goal to try assisting our customers with concerns regarding the Best Buy credit card. If you can send me a Private Message with your full name, phone number, and mailing address, I will communicate this concern to them for review. Generally they should contact you within 3-5 business days of when I submit this information to them. Please keep in mind that I cannot guarantee any particular outcome from that review.
You can send me a Private Message by logging into the forum and clicking on the button across from my name on this post.
Thanks for connecting with us,
Bill|Senior Social Media Specialist | Best Buy® Corporate
Private Message

Best Buy moved delivery date by 20 days only 18 hours before originally scheduled delivery

I purchased a Samsung gas range/convection oven on December 3, 2014. Delivery was scheduled for December 30, 2014. On December 29th, at 12:05 p.m. CST, a mere 18 hours before scheduled delivery, Best Buy emailed me to alert me that the delivery had been unilaterally rescheduled until January 19th.
Unfortunately, do to the late nature of the notice of rescheduling, I had already sold/gotten rid of my old oven. In response to this issue, I contacted Best Buy customer service and, after speaking with 6 different people of the course of 2.5 hours, was provided the following options: 1) Cancel your order; 2) Wait until the order is filled; or 3) Contact your local stores to check for availability.
When asked if Best Buy would consider providing a partial discount on the oven purchase to cover the potential costs associated with renting an interim stove, the customer service representative told me that she was unable to help me in that regard and to ask my local store.
Has anyone had experience getting a similar situation effectively resolved? Has anyone ever spoken to a customer service representative with Best Buy that was actually able to resolve an issue?

Dear rtjamison,
When receiving a scheduled delivery date like this, I can understand your foresight around creating the space for your new oven by getting rid of the old one beforehand, and I respect that. It pains me to hear that this responsible act will now affect you negatively due to the untimely rescheduling of your order. I am very sorry for any inconvenience this has already caused you.
On occasion, orders can be rescheduled because of sudden inventory constraints. Other times, scheduling issues can occur if a store is the one fulfilling the delivery and are absent an available delivery driver due to sickness; although, you would typically be provided with an explanation around this. Without being able to look up your order, I am not sure what the reason was in your case specifically. The options you were provided by the phone agent are all viable choices; however, I would like to work with my support team to see if there are any other options available to us at this time.
As I was unable to pull up your purchase history using your email address you provided here on the forums, I will be reaching out to you via private message to obtain your purchase information so I may investigate further. To check your private messages, click on the envelope in the upper right-hand corner while you are logged into the forums.
Sincerely,
JD|Social Media Specialist | Best Buy® Corporate
Private Message

Re: Using a Price Match with the USPS Best Buy Coupon - ISSUES

Hello Tasha, I just had the very same experience at my local best buy. I've read the terms of the "Price Match Guarantee" in full. It absolutely does NOT say in those terms that you can't use a coupon with that price match. I suggest you give it a read yourself. If I hadn't had Best Buy gift cards, I would have walked out of the store. I've purchased 3 TVs from Best Buy and this will be the last unless this is resolved. I also plan on filing a complaint with the BBB.

Hello claydog84,
I’m all for getting an awesome product for an amazing price, and coupons are a great way to make sure that I’m getting the best bang for my buck. According to our Low Price Guarantee however, coupons offers cannot be used in conjunction with your price match. This is mentioned within the fifth bullet point underneath the subtitle “Our Low Price Guarantee does not cover”.
Any financing offers, bundle offers, free items, pricing errors, mail-in offers, coupon offers, items that are advertised as limited quantity, out of stock items, open-box items, clearance items, refurbished/used items, deal of the day, daily deals, special hour sale event items, credit card offers, gift card offers, rent/lease to own items, and items for sale Thanksgiving Day through the Monday after Thanksgiving, whether offered by Best Buy or a competitor.
If you have any further questions or concerns, please don’t hesitate to let me know. I’ll be glad to help.
Best Wishes,
Alex|Social Media Specialist | Best Buy® Corporate
Private Message

When will Best Buy offer Vista Service Pack 2?

It looks like all the Vista PC's on bestbuy.com have service pack 1. Microsoft released Service Pack 2 on May 26. When will Best Buy PC's come with Vista Service Pack 2 installed? It is hard for a person to upgrade to SP2l themsevles?

When you purchase your computer from best buy with optimization service (or for an existing PC) the update to SP2 is done during The optimization. At least at my precinct we do.
J
Any advice given on this forum is strictly measured against your ability to interpret that advice and in no way reflects the opinions, legality, policies or opinions of myself nor that of Best Buy.
When all Plausible explanations have been eliminated the the only explanation that remains no matter how ridiculous is the truth
Just Because You Think your an IT Professional doesn't mean you are one..... and Check your spelling.
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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
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Best Buy/Shopkick Customer Service FAIL

Over the past week, I made two major purchases in your store, totally more than $1400 in sales. I am a regular user of Shopkick and to say I'm frustrated is an understatement.
I purchased a computer on 4/19 for $900 from a knowledgable and helpful sales associate, but was not awarded the Shopkick points for this purchase, however. I contacted Shopkick who told me I needed to "return" the product to the store to have the points loaded onto my account. I did this on 4/23, and it still didn't work. I contacted SK again. They said they couldn't do anything if it wasn't run correctly through your store.
I AGAIN drove the 1/2 hour to your store to get this straightened out. They reran it as an "exchange" because I couldn't return a return. Still, the points were not awarded. Now Shopkick is telling me that because the total on my exchange slip is showing $0, that they can't award me the points. They also indicated that it's Best Buy's fault that this is happening, which is even more frustrating.
I am at wit's end, because I'm owed over 2000 points on my shopkick account for this purchase, which is the equivalent of getting about a $10 gift card! I've now spent more than an hour and a half of driving, as well as time on the phone/email with your store and with Shopkick, to straighten this mess out. They said there is nothing more they can do, so I tried emailing Best Buy for help. Then YOUR customer service told me to drive BACK to the store to have them rering the purchase AGAIN! This is not only frustrating - it's INFURIATING! At this point, it's the principle of the issue -- you mean to tell me that NO ONE at either Shopkick or at Best Buy can help to make this right in some way without me having to waste more of my time??? Horrible, horrible customer service.
Please help!

Hello JennyLynn,
I’m sure all you want is your Shopkick points, so it’s truly regrettable to hear you’ve been led around on this wild goose chase when trying to resolve this on your own. I can imagine how confusing this would be, and I apologize for any frustration this may have caused.
As you may be aware, in order to receive points, your Shopkick account must be attached to your purchase at the register. After reviewing the original purchase from 4/19 using the email address attached to your forum profile, it seems your account wasn’t attached. This could explain why Shopkick referred you back to us to return the purchase and re-ring it in order to receive the points. However, as we merely did an even exchange and not a return and repurchase, the total purchase price appears as $0.00. As such, Shopkick wouldn’t recognize the purchase, and this could explain why there weren’t any points awarded.
As I realize this experience has been far from ideal, I’ve sent you a private message to discuss the options we may have available to us at this time. In order to read this message, please log into the forum and click on the envelope icon in the upper right-hand corner of the page.
Thank you for posting,
Alex|Social Media Specialist | Best Buy® Corporate
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BEST BUY ONLINE NEEDS SOME HELP AND CUSTOMER SERVICE NEEDS TO BE HELPFUL

After having just spent an hour trying to order something that the website says was in stock, and then finding it really wasn't available, it became obvious to me that Best Buy online leaves something to be desired. It seems like a classic bait and switch. Get people to the website with a low priced "deal", only to find it isn't available, however a more expensive version is available.
So, I call customer service. I get someone who assures me the order will go through, provide my credit card, redeem my points, and only to find it would not work after all, as it didn't for me. So I ask for a supervisor. And I get someone who says "I don't know" and has no answers except that this is the way it is. To add salt to the wound, he announces that unlocked phones cannot be ordered via telephone. When asked why the rep didn't know that, yes, another "I don't know".
As a Best Buy customer who spends way too much money at Best Buy, I find this entire situation unacceptable. As they say, vote with your feet, I will be exploring other stores to spend my money at. A website that says something is available, and then isn't, simply is bad business. And customer service who can only say "I don't know" isn't really customer service at all.
A "out of the box" idea would be to listen to what I'm saying, and fix it; this isn't the first time this has happened. Simply saying "I don't know" is only irritating customers who are trying to buy things from Best Buy. I am so frustrated with the situation and I assure you I will look elsewhere for future needs/wants.

Hello User269123,
I apologize for the lengthy delay in responding to you. While we try to reply to all customer service issues posted on the forum within 3 to 5 business days, we don’t usually receive requests for assistance through our IdeaX board. In the future, please make sure that you are posting any customer service related issues to the Customer Service boards to ensure a timely response.
Having said that, I pulled up your account via the email address attached to your forum profile to properly document your ideas to make sure we take advantage of the feedback you’ve offered. I was glad to see your concerns reached Dan on our executive support team and that he was able to address your case in a timely manner.
Thank you for posting,
Alex|Social Media Specialist | Best Buy® Corporate
Private Message

Re: Best Buy Webroot Anti Virus Disables Computer if you DO not PURCHASE

The $300 you quoted is bare minimum charge without parts. Best buy forces you to buy web root as part of their service contact, they charge $80 for data backup (which should be included in cost of contract. Why would they attempt to service any type of device that stores data without backing up that data add a matter of practice?), and if tout data doesn't fit on the 2 disks they allot you (and they don't specify disk size) they then attempt to get you to purchase an external hard drive quoting a price tag of $150 or at bare minimum charge you $25 for a 32g flash drive. That minimum charge is already at $305 without any parts and is what you have to pay up front before they even look at the problem. And every best buy employee can get on here and dispute this until their faces turn blue. I've got documented proof and I'll send a copy to any customer that asks me for it. Being forced to buy WebRoot when you don't need it and don't want it is criminal. I had Norton and didn't want their Webroot crap. They deleted my software and put their garbage on there and then they tell you your warranty is invalid if you take it off. DO NOT USE BEST BUY FOR YOUR SERVICE. THEY MAKE THEIR MONEY ON SERVICE CONTRACTS AND THEIR SERVICE IS DEPLORABLE. IF YOU WANT TO BE CHARGED $300+ FOR THEM TO DO A FACTORY RESET ON YOUR SYSTEM BECAUSE THEY ARE EITHER TOO STUPID OR TOO LAZY TO READ TECH BULLETINS, FORUMS, ETC AND ACTUALLY FIX THE PROBLEM THEN GO AHEAD TO BEST BUY. YOU'LL PAY TO GET YOUR COMPUTER BACK WITH NONE OF THE SOFTWARE THAT CAME PRELOADED ON YOUR SYSTEM NOR ANY OF THE SOFTWARE THAT YOU BOUGHT OUTRIGHT AFTERWARDS. YEAH YOU'LL HAVE YOUR $305 PLUS TAX DATA BACKUP ON A FLASH DRIVE AND THE WEB ROOT THEY FORCE ON YOU BUT THAT'S IT. GOOD LUCK DOING ANYTHING WITH THAT EXPENSIVE DATA BACKUP YOU JUST PURCHASED WITHOUT THE PROGRAMS THAT UTILIZE THE DATA. I WILL NEVER EVER BUY ANYTHING FROM BEST BUY EVEN IF I HAVE TO PAY MORE SOMEWHERE ELSE FOR THE SAME ITEM BECAUSE THEIR SERVICE IS THAT BAD.

Hello MsDeMeanor,
With Geek Squad Tech Support, a customer pre-requisite is that up-to-date antivirus software must installed on the device, per the terms and conditions agreed to upon purchase. That being said, it is my understanding that you should be able to choose the antivirus you prefer, and I’m sorry to hear you may have been left feeling you had no choice other than Webroot.
As for the charges you have mentioned surrounding the data backup, it is true we charge for this as a separate service. Many find it unnecessary as they are able to complete their own data backups. If you do elect to have us back up your data, there may be further charges for large amounts of data to backup. You may check out more info on our data backup or transfer service here. I apologize if you find this service and the respective prices to be unreasonable.
Sadly, I was unable to locate your Geek Squad Tech Support plan to take a further look at this. What seems to be going on with your computer that you need to utilize the plan?
Sincerely,
Tasha|Social Media Specialist | Best Buy® Corporate
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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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NEVER GET YOUR CELL SERVICE FROM BEST BUY

Never again will I get my cell service through Best Buy, here's why.
In Nov of 2012 I decided to change my cell service to AT&T. I went to the ATT store and to Best Buy in South Nashua, NH to investigate the price plans and cost of the phone. I was going to buy a Samsung Galaxy S3, (top phone at the time) everthing was exactly the same at the two stores except for one thing, the insurance. The insurance from BB had unlimited claims, a lower price and no deductible. The sales agent from BB noted the process worked as follows "You bring your phone in, we ship it out to be fixed and give you a loaner phone. The loaner phone will not necessarily be a S3 but one that is equal to it." This is what other friends of mine had told me too, and that was the reason I went to check out Best Buy. Since everything was equal I decided to go with Best Buy ONLY BECAUSE OF THE INSURANCE OFFERED.
Now, March of 2014 I have a problem with my phone and it needs to go in for repair. I'm still under contract with Best Buy. I wait in line for at least an hour (did you know that you need to call ahead to make an appointment? I do now.), I tell the customer service guy my problem and he prepares the phone to be shipped out. Then he brings out the loaner. It's a Pantech P7040, a ghetto version of a black berry from 5 years ago. Not an Android phone, not a smart phone, not anywhere even close to what my Galaxy S3 is. I made note of this fact to the gentleman and he said it was the best they had for loaners. I then informed him that I USE my phone for work. Numerous apps in there that I really use EVERY day at work. I travel and my phone's apps are super important. We had some discussion about this situation that I would now be in and how the salesman informed me that I would be given a comparable loaner if I ever need to bring my phone in when they were selling me the service plan. This guy told me they used to do that but don't do that any more. I said that this does not weigh very favorably with my choices of whom to use to when renewing my contract. He told me that he didn't care. It's not his rules.
I realize that you don't make the rules you only follow them but still, the salesman told me (and apparently many other people are complaining about this at BB) that I would get a "comparable loaner" to my phone. The customer service guy said that they stopped that policy back in November or December of last year. I told him that I realize policies change to maintain efficiency but I bought a specific service and they need to honor what they sold me. You can't sell a service and then not give the customer what you sold them because you no longer like that policy, you can change the policy with the new contracts you sell if you want. He told me "If you read the entire contract, it doesn't say it anywhere in there that they will give you a loaner phone." Ya that's fine, but the salesman told me they would, that's an oral contract and is binding in a court of law. He then told me that they didn't have to give me a phone at all. (That didn't help this situation) I then informed him that if I had come in here and was told that I would not have a phone for a week "I would #$@% explode!", "Considering the fact that I was told I would get a comparable loaner, and then told that I wouldn't get any". I also asked that since I was traveling when my phone broke, could I call ahead to the store to have them order a replacement that I can pick up when I come home. "No, we have to see the phone first and send it out."
My repaired phone or possibly a replacement might be available by Wednesday. However, I leave for work again on Tuesday so I'm without my smartphone and stuck with this ghetto junker for over a week until I get back. This is not the service that I was sold and this is not the service that I was expecting. This wasn't one rogue salesman lying to customers to get sales, it was the company's policy to inform customers that they would get a comparable loaner phone. BB is liable to honor their oral contract with their customers. I would like my money back for the the service contract. I will NOT be back to BB to renew my cellular service. My intentions are to inform others that Best Buy salesmen will tell you what you want to hear in order to make a sale.

Hello,
I was quite disheartened to read about your experience in seeking repairs for your Galaxy S3. It sounds like your visit was less than ideal with the long wait and a store representative who was less than sympathetic. We strive to provide superior service and I very much regret that we didn't live up to that goa, or to your expectations of us.
The loaner cell phone program and Geek Squad Protection (GSP) are separate things. Any of our customers were permitted to take advantage of a loaner phone if they needed one even if they did not purchase GSP. While some stores still have phones that can be provided as loaners, you were informed correctly that the program was discontinued last year. If you wish, you may obtain a prorated refund for GSP by visiting a Best Buy store with your original GSP purchase receipt.
I'm disappointed to read that this experience may influence your future shopping destination. It is my hope that you will one day give Best Buy another chance to win you over. Please know that I'm grateful that you wrote to us about this.
Sincerely,
John|Social Media Specialist | Best Buy® Corporate
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