Misleading ADH Information Provided By Best Buy Associates

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

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

I recently was approved for a best buy credit card and when I applied they did not attach my old my best buy account number so it automatically issued a new one. I know my membership number and when i click on the link that allows me to link a different my best buy membership, it says the member id does not exist. I try looking it up using the information on my best buy and it also says it cannot find it. I should have points on my old account, but I cannot access the account to find out if I have enough for a certificate yet. Help!

Greetings kjacks58, and welcome to the Best Buy forum,
Before you try linking your accounts (BestBuy.com and My Best Buy™), I would suggest we look into merging your two My Best Buy™ accounts. The new account that is associated with your Best Buy credit card would be made the primary account, and any active points/certificates in the secondary account would transfer over to the primary following the merge.
With that being said, I will need some additional information from you before I can look into performing a merge. Please send me a private message with the information below and I will see what I can do to help. You can send a private message by clicking on the blue button in my signature that is labeled "Private Message."
Name
Phone # (current and old)
Mailing address (current and old)
Email address
My Best Buy ID #s
Merging My Best Buy™ Accounts
Thank you for posting and for being a member of the My Best Buy™ program!
Derek|Social Media Specialist | Best Buy® Corporate
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I wanted to purchase a Computer at Best Buy but they currently have nothing that fits my needs.

Best Buy had a very nice ASUS Desktop with a new i7 processor for a very resonable price about a month ago.
I just looked, and it's no longer offered, but in the same price/performance currently there's only an iMac
and some Voice Recorder PC?
I would really like to purchase a PC from Best Buy, however there's not a single machine I can
find on their website within the 1200-1500 price range I would be willing to purchase. I do not
want a MAC, and do not want a Voice Recording PC>??
I'm now looking at a very nice Gateway for 1299 somewhere else with an i7-950 3.0Ghz processor
and 9GB of Ram. Why can't I find a similar deal at Best Buy? If I can't find something that fits
my needs at Best Buy soon, I'm going to take my money elsewhere.
Kind Regards,
-Chris

Yah on October 22 we will have a very large release of many laptops and all new product will be available for purchase. Its very exiting how much there will be available.
Brandon
Best Buy Associate | Geek Squad Agent
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Lied too by a Best Buy Mobile Associate

Went in too BestBuy to add a cellphone line to my sprint contract. I researched cellphones prices before i went out to buy. Found Best Buy had a LGG3 for $1 a new or add a line 2yr contract and includes a $200 gift card from Best Buy. Off to the store to buy it. At the store, the cellphone associate informs me. NO! You only get the $200 gift card if you lease or buy the phone with monthly payments. I ask again, on your website it shows the phone with $200 gift card and the $1 price with 2 yr agreement. She says, its still no. Thats not how it works, i know our promos. I ask her to still politely too just conform with her mgr. She says, mgr is at lunch n asks next cubicle associate about the promo. Oh no, only with monthly payments. Then the 2nd associate reiterates, thats how all the phones are going now. Leases or monthly installments. So i give up, she gets the paperwork. On the creditcard machine thingy. Sign here, here, and there. Thats it your done. I get the phone n call my wife. Well atleast the phone works, im tired of the run around. Get home n start playing with new phone. Cant get data, thinking bad connection. Nope, good on every other phone. Try wifi, nope nothing no network only errors. Get on phone n call sprint. 30 mins later, they cant help. Need to take to a sprint repair center for programming. Forget it, im tired of this phone. Wait 2 days, let me call sprint again n see if another tech can help. 30 mins later, still nothing. Told by sprint, take phone back n get new one. 3 days later, i get on BestBuy to double check that $1 promo on LGG3. Still there, just then chat window pops up. So i start talking BB chat. She asks her manager n informs me. Yes, you can buy that LGG3 w 2 yr agreemsnt n get the $200 giftcard. So still not believding it. I get another phone of mine n take a pic of the screen where the BB chat tells me yes i can n the options. So igo back to BestBuy (30 miles) with screen shots of the website n the chat in hand. I go over n talk with BestBuy mobile mgr and he will assist me. Told him, about the $1 on the website which shows i can. He says No, says its not a promo they are running. I tell him its right n even their own chat says i can. I ask him to call the sprint rep, which he does. The sprint rep says No. Now im fricken mad. Hour goes by, tell him i want some answers. Can you call the store mgr over. He talks to him n tells him about the screenshots with chat n their own website. He says, they can push it through but its still not a promo they are running. By this time, find im sick of this yet a other run around. He then informs me, they are out of stock in Black n i will have to wait 3-4 days for it. Forget it just give me the next color you have. So i get the phone, it works and i get the $1 price. Pay the tax on the full retail of the phone. Dont get me started on that either. But only after 2 trips to a BestBuy 30 miles away. Talking n being on hold with sprint reps for over 2 hours, then getting a phone which i didnt like the color til this day. Still never got a YES you were correct on the pricing. I got a smirk n a see ya next time from the BB mobile mgr. I think im done with BestBuy over this one. Its not worth the time or agravation to buy or attempt to but one of their products. Still waitimg on BB corporate customer service to get back to me. Not holding my breath tho!

Hello knb2000,
Receiving the LG G3 for only $1 and receiving a $200 gift card would be a pretty amazing deal and hard to pass up! I was able to locate the offer you seem to be speaking of, and it appears that this offer varies based on the mobile carrier, which may have contributed to the level of confusion you seemed to encounter. Nonetheless, we should ensure we are fully aware and knowledgeable about such offers, and I’m sorry that you had such a hassle.
Given the information shared on the offer page here, with Sprint you should be able to receive a $200 Best Buy gift card when choosing a 2-year agreement or monthly installment plan. I apologize if you were provided any misinformation during your interactions at the store and if you have currently been left with a phone in a color you don’t prefer. Please know that I will be reaching out to the store to ensure they are fully aware of the promotion and your dismal experience with attempting to participate.
Ultimately, I’m glad you were able to finally receive the 2-year agreement and the $200 gift card under this offer. With that said, I was able to locate your purchase history using the information you used to register with the forum. It appears your last exchange of the phone was performed on 5/26/15, so you would have 14 days to exchange your phone for a preferred color under our Return & Exchange Promise. If you should have any questions, please let us know!
Respectfully,
Tasha|Social Media Specialist | Best Buy® Corporate
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I recently upgraded by iMac iOS to Yosemite, and I find that my best buy provided Trend Micro stopped working. Question, what security software is recommended, if any for an iMac. Thanks

I recently upgraded by iMac iOS to Yosemite, and I find that my best buy provided Trend Micro stopped working. Question, what security software is recommended, if any for an iMac. Thanks

Uninstall Trend Micro software. It is not needed and could prevent your computer from operating properly. If there is no uninstaller for the software, then see the following:
Uninstalling Software: The Basics
Most OS X applications are completely self-contained "packages" that can be uninstalled by simply dragging the application to the Trash. Applications may create preference files that are stored in the /Home/Library/Preferences/ folder. Although they do nothing once you delete the associated application, they do take up some disk space. If you want you can look for them in the above location and delete them, too.
Some applications may install an uninstaller program that can be used to remove the application. In some cases the uninstaller may be part of the application's installer, and is invoked by clicking on a Customize button that will appear during the install process.
Some applications may install components in the /Home/Library/Applications Support/ folder. You can also check there to see if the application has created a folder. You can also delete the folder that's in the Applications Support folder. Again, they don't do anything but take up disk space once the application is trashed.
Some applications may install a startupitem or a Log In item. Startupitems are usually installed in the /Library/StartupItems/ folder and less often in the /Home/Library/StartupItems/ folder. Log In Items are set in the Accounts preferences. Open System Preferences, click on the Accounts icon, then click on the LogIn Items tab. Locate the item in the list for the application you want to remove and click on the "-" button to delete it from the list.
Some software use startup daemons or agents that are a new feature of the OS. Look for them in /Library/LaunchAgents/ and /Library/LaunchDaemons/ or in /Home/Library/LaunchAgents/.
If an application installs any other files the best way to track them down is to do a Finder search using the application name or the developer name as the search term. Unfortunately Spotlight will not look in certain folders by default. You can modify Spotlight's behavior or use a third-party search utility, EasyFind, instead.
Some applications install a receipt in the /Library/Receipts/ folder. Usually with the same name as the program or the developer. The item generally has a ".pkg" extension. Be sure you also delete this item as some programs use it to determine if it's already installed.
There are many utilities that can uninstall applications. Here is a selection:
    1. AppZapper
    2. AppDelete
    3. Automaton
    4. Hazel
    5. AppCleaner
    6. CleanApp
    7. iTrash
    8. Amnesia
    9. Uninstaller
10. Spring Cleaning
For more information visit The XLab FAQs and read the FAQ on removing software.

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, what is a loyal customer worth?

I have never written this type of message before but I felt this to be important for Best Buy to read. I was in retail for 37 years. I started out stocking shelves and ended my career a Senior Director. What I experienced in the last 3 days over a cell phone purchase with Best Buy is certainly why businesses today are not truly worried about developing loyal customers.
I was in the market for an i-phone 6 plus and went on line searching for any kind of deal on this phonefor Christmas. On Best Buy.com in bold print was the offer, "Receive a Free $150 Best Buy gift Card when you purchase any Verizon Smartphone with a NEW 2-year or Edge activation." I printed off this copy and went in to a store and asked about the promotion. I was told they had none of the phones, the deal was over on Friday so there was nothing they could do. I went to another store and got the same story. Feeling defeated I went home and got back on my computer and there was an e-mail from Best Buy saying I left this phone in my cart, are you still interested? I decided to call customer service and ask about the promotion and if I could get the phone. I got a guy named Ralph who said he was familiar with the promotion. They had phones to order on line and would help me all the way through. He did say that he was not sure if this meant just for new customers, but he said it does not say that so I will go through your purchase with you and make sure you get the gift card.
He helped me all the way through and said at the end of the transaction was when they would get me the gift card. At the end, the gift card offer still did not come up and he said, "now I see in my notes you will receive an e-mail from us within 4 hours with a link for you to get the gift card." Well, that did not happen. I waited for Friday after Thanksgiving and called customer service. This person said you get the gift card when you activate the phone. Just take the phone to the store when it arrives, activate the phone and that is when you will get the gift card.
My new phone came today and so I took it into Best Buy. I handed the associate my printed copy of the promotion and my phone and told him, I wanted to activate the phone, but only if I was going to receive the $150 Best Buy gift card. He proceeded to tell me that the promotion was last week but the "New 2-year activation" was only meant for new Verizon Customers. I asked him where it said that. He said "that is what it means" the Verizon person told us that. I again tried to tell him, I would be signing a "new 2-year activation" with the activation of the phone but I was already a Verizon Customer. He said that is an upgrade 2-year activation, not a new customer 2-year activation. I again pointed out that this distinction was not made in the add. He called his boss. His boss said the same thing that the add "meant" new customers. I said so it does not say that but I am supposed to know what it means. He told me this was a Verizon promotion and that is what they told him. So I asked if I could take this over to Verizon and would they honor it? His words" they won't, they are worse than we are."
At this point I could not beieve my ears and I said I will just return the phone. This $150 Best Buy gift card, that would be used on your merchandise with your margins would maybe have cost you $75. I will probably not purchase anything at Best Buy for a long time unless I have to. My story will certainly be discussed at gatherings as we all talk about our Christmas shopping trials, good deals and bad experiences. Best Buy, was it worth it? Do you even care? If you want to make this right, you can e-mail me at the e-mail address associated with my "unboxed" account.

Hello putter,
Welcome to the forum. I'm very sorry for the delay in replying to your post. It's always a smart idea to look for a good deal when you are ready to upgrade your phone. It sounds like you received conflicting information when you tried to take advantage of the promotion, and I sincerely apologize for any frustration, and disappointment this has caused. I also hope I can provide further clarification.
Per the terms and conditions of the promotion, which you can view in the link MMaier kindly provided, it states: "Valid only for customers NEW to Verizon." I'm very sorry if the agent that helped you when you called was not aware of this information. Using the e-mail you registered on the forum I was able to locate your information, and viewed that you have since returned the phone. Are you still interested in purchasing a new phone? Is there any way I could further assist you? We truly do appreciate our loyal customers, and I assure you I will also be documenting your comments for further employee training.
Thank you again for posting here on the forum, and I hope you will give us another chance in the near future to offer you a much better experience.
Respectfully,
Maria|Social Media Specialist | Best Buy® Corporate
Private Message

Best Buy in Bolingbrook, IL

I decided to post here instead of writing a review on Google, as I know how detrimental those can be to an individual store, but they really deserved it. Maybe someone can make it right, or at least straighten out the issues with this store.
In April of last year I came into a large chunk of change, shortly after being robbed, and of course I decided to spend a bunch on gaming. What better way to get over that kind of stress? I very rarely shopped here, primarily for business when I did. So I came to this Best Buy (why not?), bought a 55" TV and roughly a dozen PS3 games. The very first thing that went wrong was the God of War debacle (Sony's debacle, that is). There was a collection out at the time that, unbeknownst to me, did not come with all of the games that said "includes" in big bold letters on the front. You had to download a couple of these games, and I remember calculating that would be 17 GB, bandwidth I did not have. But that didn't even matter, because the voucher was expired. This store was still selling these. So I came back to return mine. I showed the item to the guy at the door as I walked in. He nodded. I went to the customer service desk and explained the situation and the guy behind the desk gave me possibly the most condescending look I've ever been given. He raised one side of his upper lip and one of his eyebrows at me, and explained they would not accept it, and I had to contact Sony. This was a small item of a huge purchase, so it definitely would have been in his best interest to accept it, but even if he didn't, that look he gave me began to stew, and has been stewing ever since. It should also be noted that even after bringing it to their attention, these were still on the shelves the next several times I went into the store.
I was at the store for a while after this, picking out more games, and I believe this was when I was buying the TV (possible the events are out of order). Anyways, I'm paying for something, and the girl tells me, "Next time you come in here, you need to ask the guy at the door for a sticker, because it looks like you stole that." She was referring to the open God of War case. The guy at the door should have stickered the item when I walked in and showed him, if that were the case. One should not have to inform a store of their own policies. Up until this point I had no unpleasant experiences with anyone in a blue shirt, just the white shirt guy, but she might as well have said, "you look like a thief."
So far, majorly condescended unto twice, and denied what I feel was a perfectly reasonable return. I was already beginning to lean away from coming back here at this point. Then, a week later or so, I started hooking up my retro systems from my old TV to the new one, as those are mainly what I play. I realize, the upscaler in this TV has HUGE lag, and after much googling I realize this problem has been ongoing with this and similar models for a while and will not be resolved. The lag made everything that used composite signal unplayable, as everything you did happened over a second late. I already know that this Best Buy is not going to accept the return, but I decided to look at online reviews of this store, just for kicks. "Maybe my experience was a fluke," I thought. Nope, many other people have the same sentiments I have about this store - people swarm around you trying to sell you stuff, and if anything ever goes wrong you're out of luck. So instead of wasting my time, I just sold the TV, informing the new owner of its downfall. This was the third burn from this store - still selling a known defective model.
What I have not mentioned yet is that I used to buy things here for business until this stuff happened. After this, I decided not to utilize Best Buy in my work's entire computer network upgrade (that is, all computers and all network equipment), so (mainly) the smug white shirt lost them a ton of money.
A few months passed, and I had a few tech emergencies, most went okay. One day though, not that long ago, I was buying a network switch, once again in an emergency. Keep in mind, I am in ways both blue collar and white collar. I am the entire "IT department" and I run our maintenance department. I fix everything that goes wrong, computer or otherwise, so I am often wearing stained clothes. Because of this, I had to come to Best Buy wearing dirty clothes. I passed a blue shirt, and out of the corner of my eye I saw her head whip around, and when I look back she's looking at me like I was scum. The look she gave me can only be compared to Bernie Mac's bit about the little girl and the cookies. She noticed that I had noticed her, and she turned back. Normally I could disregard something like this but not after the aggravation caused on the other visits.
There are many good employees at this store, but overall the attitude is very bad, and I've lost money and time. These are not the only incidents I've had, just the ones that stuck out the most. I'm a very patient guy and, to date, this is the first time I've complained to a business, ever. Many times I've gone in this store, someone was arguing with customer service. It's just so unpleasant. I no longer go to this store, virtually ever. I just go to the TigerDirect in Naperville (which is unfortunate because I dislike that store anyways). Surely I am not the only person who commands so much money that they have shunned away. No one extremely major event happened here, but I was chipped away with many small ones, basically.
Anyways, we are currently doing renovations now including tech upgrades, and I felt someone should know why they are not getting my money (and many other people's).
Thank you for reading, and if someone decides to try to do something about it, best of luck to you. I feel better now having finally decided to speak up.
-- J. {removed per forum guidelines}

Hello rside,
After reading through your post, it seems that your latest experiences have one thing in common and that is poor customer service. We can have the best selection of products at the lowest of prices, but that doesn’t mean anything if we aren’t treating our customers with a kind, professional experience. I’m sure this was far from what you were expecting from us, and I’m truly sorry for the disappointment this surely created.
Our stores should not only be friendly and informative, but our associates should courteous with our customers when they are requesting assistance. It sounds like something missed the mark though if you felt insulted after having tried to return your God of War game. Although we weren’t able to help with your game’s expired voucher, this doesn’t excuse the condescending nature you describe from our customer service agent. Even more troubling to me is the reported implied accusation of our cashier, and I’m sorry for any aggravation this caused.
No matter what a customer is looking to purchase, they should feel confident knowing they are buying something that fits their needs and wants for it. This is because our associates should be asking clarifying questions to narrow down what the purchase would be used for specifically so that they may provide you with your best available options. I’m sorry to hear that something was clearly missed though if an associate didn’t realize you needed a television that would be compatible with your retro gaming systems. We certainly can’t afford for experiences like yours to be repeated considering the many competitive choices customers have today, and I appreciate you taking the time to tell us about it.
Please know that as a company, we realize we do have room for improvement, and we are actively working to change this. It’s clear to me that we may not have ironed out all of the kinks yet, and I’m very sorry it has been at your expense. I am forwarding your post to our team leadership including our general manager, Jonathan, as direct customer feedback is the best way to highlight which areas need the most focus.
Once again, I appreciate that you took the time to share your experiences in the level of detail you did. If it were me, I’m sure these would be stories that would be told time and time again whenever friends and family discussed poor service. It is my hope, however, that we have proven to you that we care and are committed to do better. I know you didn’t write with the intention of receiving any grand gesture in return, but I do hope you will let me know if there’s anything more we can do to show our appreciation and invite you back.
Respectfully,
Alex|Social Media Specialist | Best Buy® Corporate
Private Message

Best Buy Willowbrook Store 214

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

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

Best Buy Rewards Elite Member was Lied to and severely mistreated by BESTBUY

BEWARE TO ALL CUSTOMERS WHO READ THIS.....Beware of lying BB salespeople and condescending BB Managers.
The following excerpts are my (an 'Elite' customer) attempts to open a dialog with the management at BESTBUY. A month has gone by now, I have sent the following information 7-9 times and this "company" has yet to reply. If you are a potential BB customer please read this and realize that when BB salespeople tell you something you must take their words with a grain of salt and all the while think of them as, well, Used Car Salespeople. If you are in fact BB Management you should know after reading this that I was one of those valued customers that you spend $MILLIONS$ each year to attract and do nothing to EARN. I have spent a ton O' cash over the last few years at BB on 3 Big Sceens, 2 i7 Computers, all of our iPhones, multiple office printers, 3 years of GEEK SQUAD memberships, 2 Kindle Fires, 2 iPad minis, 1 surround sound system, 2 BluRay players, Many software packages and finally ONE REMOTE CAR STARTER which is the reason for my initial query.
--THE FOLLOWING IS THE CORRESPONDENCE THAT I SENT REPEATEDLY TO BESTBUY--
Best Buy Management,
I have now sent 3 emails to your “Lisa.Smith” email address and after about two weeks have not yet received a reply. What do I need to do to get a reply from Best Buy. I’ve spent thousands of dollars (That’s $1000.00’s) and now feel that I am being severely disrespected by the management at Best Buy. I don’t make threats but I am very disappointed in that fact that I have been so loyal as a customer to a company that seems not to care about me as a customer at all. It’s odd that someone can spend so much money to a company thinking that such loyalty would be rewarded, only to be ignored and disrespected.
I am very well connected and respected in the media in St. Louis as well as in all social media and I do not want to use those platforms to air this out but I will if I don’t get a response from Best Buy.
The following is the entire initial email that includes what has transpired to this point:
Hi Lisa,
My name is Ken {removed per forum guidelines}. I am a “My Best Buy” Elite member and my acct.# is @@@@@. In the past I have purchased thousands of dollars worth of products from Best Buy. I have always been a loyal Best Buy customer and I’m writing you today to ask that I receive the same respect, loyalty and trust that I have given to Best Buy over the years.
Last December I went to the Best Buy on Watson Road in St. Louis, Missouri looking for an item for my wife for Christmas called a Viper 2-way Remote Start System, model number 4806v. I saw it at BestBuy.com. I went back to the area where you keep this item and the sales guy was really nice and helped me find the only one that you had left in stock. I told him that I wanted to have this installed in my wife’s car. I told him the year and model of the car, (2007 Toyota Rav 4) and asked if this was all that I needed or if I had to pay for installation. The salesman told me that their was no additional charge for installation. He said that all I needed to do is purchase the product and take the box home today. Give the present to my wife and then have her set up an appointment to have the remote system installed. He said that it could take as much as 3 hours and I was fine with that.
Today, my wife called the local Best Buy on Watson to set up an appointment to have the remote installed in her car and the sales guy on the phone told her that they could do it on February 23rd but there would be an additional charge of $250.00 since there were other parts that were needed to have this product installed in a Toyota Rav 4. My wife called me to tell me what was said and I then called and asked for a manager to discuss this issue.
A manager named Tim got on the phone. I explained everything to Tim as I have written in this email. After listening to me, Tim was very brief and simply said; “So, I can give you a refund for your purchase if you have the receipt.” I told him that I was happy with the product and my wife really wanted this in her car, I just needed to know how I could get it installed for the price that we originally agreed on. He asked if I remembered the salesperson’s name and I told him that I didn’t but was it listed on the receipt? He said “No the salesperson’s name was not listed on the receipt.” Tim said that I couldn’t get the item installed in my wife’s car unless I paid the extra $250.00 or I could get a refund. He added that if he gave 200 dollar installations to every customer who called and claimed they were told this then Best Buy would go out of business. I asked Tim if he was calling me a liar and he said no but I should understand why he can’t simply believe every customer who calls to complain. I asked him to be reasonable and let the installation go as originally agreed on and Tim said that he would not allow this but I could get a refund. I asked him if I could talk with someone higher up and he said that there wasn’t anyone higher up that I would be able to talk to. He said that those decisions stop with him. I told him that he was being very disrespectful considering all that I purchased from his location and he was silent for a second and then replied, “So, do you want a refund?” I told him not at this time but I would be calling his Corporate office and he replied with “Have a nice day.”
I then got online and found the BestBuy number “1-888-237-8289” and called it. I finally got to a live person who was very nice and they attempted to get me in contact with customer relations. The online salesperson kept coming back to me saying “don’t hang up I’m just trying to get a number to call.” She then told me that she was trying to get “Justin” on the phone to help me. After literally 15+ minutes Justin got on the line, he asked my name and then the phone beeped twice and hung up.
I was shocked but repeated the process above. After again waiting on the phone the online salesperson get me in touch with Customer relations. I started to speak to the person in CR and again, the phone beeped twice and hung up.
I tried a third time, explained everything in this email so far to the new online salesperson and she gave me the extension number to call if this happens again. It happened again.
I again called and asked the next online salesperson to connect me with x@@@. She said that they weren’t picking up but they were having some phone issues. She then gave me your email address and told me to tell you everything that I told her.
Here we are.
Please let me know what I need to do from here. If you look up my account you will see the extensive list of purchases that I have made from Best Buy. I believe that I have more than displayed my willingness to pay fair prices for good quality items but I will not be “bait and switched.” I think that the manager Tim had it wrong. He won’t go out-of-business if he helps qualified customers but he will if continues to treat good customers with such disrespect.
Thank You and I look forward to your reply.
Ken {removed per forum guidelines}
---POST NOTE-- For me, it's not about the $$$$ but about the way Tim talked to me and my wife. I have a wife and 11 and 15 year-olds. I estimate between them and I we will be spending well over $10,000.00 over the next four years for electronics and related services. The only question is will I be spending it at BEST BUY? After all of this, would you?
Please respond as soon as possible.
Thank You,
Kenneth {removed per forum guidelines}

Welcome to the forum, iChannel, and thank you for being an Elite My Best Buy member!
Minnesota winters can be bitterly cold, and I can imagine having a remote starter installed in my car would be amazing. It was very nice of you to purchase one for your wife, and I’m sure she was absolutely thrilled to have it installed. It’s regrettable to hear that some additional installation requirements came as such a shock to you though, and I truly apologize if we failed to properly explain the necessary costs associated with our car services.
When helping you figure out the essentials for a particular car installation, we go by a fit guide of sorts to provide you a cost estimate of the service. We do this by narrowing down the year, make, and model of your car and figuring out what components are necessary for the service you are wishing to purchase. It sounds like our associate who helped you find the stereo you were looking for may have been unaware of this guide, and consequently, may have provided you some inaccurate information regarding our services. This could explain why one of our certified auto technicians may have told your wife additional parts and payment were required to perform the remote starter installation.
No matter the situation though, our associates and managers should always be kind and courteous when assisting you, and I’m sorry if we were less than helpful when trying to work this out with you. It’s clear to me this situation has been far from ideal, and while I cannot erase what’s already transpired, I’d appreciate the opportunity to try to assist you. Please know I’ve sent you a private message to collect some further information from you to see what options we may have available to us. You may view it by logging into the forum and clicking on the envelope icon in the upper right-hand corner of the screen.
Thank you for posting,
Alex|Social Media Specialist | Best Buy® Corporate
Private Message

Best Buy Lie!

So, to start out I just purchased a Gallaxy S5 at a Knoxville Tn. location. In the shopping process I ask the sales person what are the advantages of me purchasing my phone from best buy. The answer I got was that if I also got the insurance that if anything happened to the phone, all I would have to do is return it to the geek squad and it would be repaired right in the store. Well I tried this, because after a week my Gallaxy S5 with the miracle glass called gorrilla glass, developed a crack in the lower left hand corner. So, when I arrived back in town I went to best buy and walked to the geek squad desk only to find out that for another $190.00 and my brand new phone I could get a like new (used) remanufatured phone. (what a deal) I was told that any crack, no matter the reason (even defective glass) was considered an accident and would not be repaired but replaced as mentioned before. But another problem is that they assumed that the crack was from an impact, not even considering or listening to the fact that there was not an impact from a fall or any other reason. I guess the assumtion was that I was the one lying. What ever happened to good old customer service ( where the customer is always right). I guess the way best buy sees it is the more customers we can deceive the better.

Hello GAHargis,
One of our goals is to ensure that we provide the best, most accurate information that we can about our products and services and I regret very much if our associate didn't live up to that easily obtainable objective at the time of your purchase. What you describe is not the superior level of service to which we aspire!
The associate with whom you worked could have chosen better language when discussing your phone's cracked screen. The Terms & Conditions of your Geek Squad Protection plan define a cracked screen as damage and so our representative was correct, though apparently not very tactful. In the case of a cracked screen, a service fee is assessed in order to provide a replacement. This is also described in the Terms.
I hope this helps clarify your coverage. Please know that I'm grateful that you took the time to write to us about your experience.
Sincerely,
John|Social Media Specialist | Best Buy® Corporate
Private Message

What does it take to get Best Buy to do the right thing?

I brought my laptop in with a hard drive that was beginning to show problems and asked that they transfer all of the media onto a new drive and install it. I further asked that they not install any new software only keep the original software that was on the laptop. This was noted on the receipt. But because the employee charged me $200 for a years technical service including additional virus protection that he wrote on the receipt that I asked not to include. He now says I did not ask for the correct service. Do you think he sold me the wrong one? One that can't be refunded and gets him a kick back? Do you think just maybe he was expecting me to roll over and pay the additional fee to then transfer the data when I picked up the laptop?
I have already contacted two customer service representatives from corporate that have promised same day return phone calls. I have not heard back from either! Tomorrow I forward all information that I have on this case to the news and to the State Attourney's office. It is my belief at this point that Best Buy has no intention of providing customer service only in delaying, frustrating and hopefully causing those they can to give up. I will not give up, you have my computer, my hard drive, my USB back up, my software, my money and continue to deplete my valuable time. Having been a formerly good customer and owning a business that recommends technology to senior citizens it will be my pleasure to post the poor performance of the technical service, customer service and corporate response to local issues in Melbourne Florida.

Greetings TecntEz,
Parting with a computer for any length of time can be difficult, so I can imagine how frustrated you must feel. I'd be disappointed too if I found myself in a similar situation, especially if there was any confusion regarding what fees might be applicable.
Under normal circumstances, customers who request in-store hardware installation, operating system installation, and data transfer services will be quoted separate prices for each of these stand-alone services. Based on what you mentioned though, it sounds as though the staff at our Melbourne store offered to perform all three services under a new Geek Squad Tech Support (GSTS) membership as a courtesy instead -- a significant savings over purchasing them separately. GSTS plans also do not typically include data transfer or backup, and customers must pay an additional fee for these services.
That being said, I was able to locate your work order using the e-mail address you used to reigster for the forum and can confirm that instructions were left for technicians to not install the antivirus program provided with your GSTS membership. Jessica, the rep you spoke with earlier today, has reached out to the store's management team on your behalf to confirm what work was done on your computer, as well as to obtain clarification on the fees you paid earlier this week. While we cannot guarantee an immediate response, rest assured that either Jessica or I will be in touch with you as soon as additional information is available.
Thank you for your patience and understanding, as well as for taking the time to post.
Aaron|Social Media Specialist | Best Buy® Corporate
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Best Buy needs to change their delivery policy

I ordered a small electronic item, and have been going through a hassle to get it. It is being shipped by UPS, which has been totally uncooperative. I waited at home until after 5 p.m. yesterday, and then had to leave for an appointment. UPS attempted delivery at 5:56. I live in an apartment building with a locked front door and no resident manager. I can't count on my neighbors to be home to get my package, either.
When I called UPS today and requested that my package be held so that I could go pick it up, they told me Best Buy has a policy that their packages cannot be held. This means that I have to either spend another day waiting for UPS to arrive at an unknown time or let the package go undelivered. This is unacceptable.
Best Buy tells me I can't cancel my order, and that all I can do is let the package go undelivered for three days, and they will credit my account.
This means that either I lose my order or be a virtual prisoner waiting for UPS. If Best Buy would have informed me that I could not either pick up my package at a store or get it held by UPS, I would not have placed the order.
Either the holding policy needs to be changed, or customers need to be informed about it up front. I am angry enough to not do business with Best Buy in the future.

Good afternoon mantelli,
Waiting for packages to arrive can make anyone anxious and excited, especially if it’s a package you are in dire need of receiving or something you've waited a long time to order. To not receive the order, or find it may be sent back if not delivered, would be quite frustrating, and I am sorry if this is where you stand with your order.
After the 3rd attempted delivery in which the package cannot be delivered, it will typically be sent back to us for a refund. While some people cannot be home during the delivery, we have a store pickup option that can assist in such situations as we do not allow packages to be held at UPS locations for pickup. Instead, you may choose to pick up your purchase at a nearby Best Buy store, which may allow you to pick it up as early as that day, or in a few days’ time. For more info, you can check out our Store Pickup page on BestBuy.com.
I apologize if this is not the resolution you were hoping for, and if you are dissatisfied with this ordering experience. I was able to locate your order using the email address you used to register with the forum, and I see that it is on the truck today for the 2nd delivery attempt.
I truly hope that in the future you will allow us to provide you with a better experience, and greatly appreciate you sharing your experience and providing your feedback!
Sincerely,
Tasha|Social Media Specialist | Best Buy® Corporate
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Misleading ADH Information Provided By Best Buy Associates

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