Re: Geek Squad Black Tie Protection complaint

I too was unaware that loaner phones were no longer offered. It was a major selling phone when I signed up in the first place. After this weeks experience, I will be canceling my coverage as I don't feel very "protected" at all...
I took my iPhone 5 to Geek Squad because the battery was going (dying at 30% sometimes higher) and they ordered me a new phone. It arrived and when they went to activate it they could not turn it on (it was sent uncharged which they said was unusal, but not a big deal) so they could not activate it for me in store. I was told that the process was easy and that I could do it at home.
I took the phone home and charged it. It booted up with "invalid sim". By this time the store had closed. I brought it into the store first thing the next morning and 2 hours later they finally deturmined that this phone was also broken. So now, through not fault of my own, I don't have a phone (I can't even check my voicemail as no phone is registered under my number right now) and I have to wait.
This was Best Buy's error - sending me a non-working replacement phone and sending me phone with it. It should have never happened and I should not be made to go without a phone when I am not at fault.

Hello malitina,
After the poor experience you had surrounding your Geek Squad Protection (GSP), I can understand your lack of confidence with your plan. I hope I can help provide you with some insight to how this plan can still benefit you by protecting your device.
The Rapid Exchange program is an enhancement to GSP with the intent to provide customers with a faster turnaround time when needing service on their phone. Once your original phone is checked into our system for service, a refurbished replacement can be sent without waiting to receive your faulty phone. However, the store should not have let you leave with a replacement phone that hadn’t been activated. They could have offered to charge the phone up a bit so they could power the phone on and then perform the activation. Even if the phone was still not functioning after this had been attempted, this could have saved you an additional trip back to the store.
This experience is not at all what our customers should go through when trying to receive the benefits of their GSP plan. If you could please inform me of the store at which you received this service, I will ensure their leadership is made aware of how your visit transpired.
I look forward to your response,
JD|Social Media Specialist | Best Buy® Corporate
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Similar Messages

Apple Care vs. Geek Squad Black Tie

Hello, I am entering college in this fall, and as a gift, my mother has decided to purchase a MacBook Pro for me. Through connections at her workplace, she is purchasing the laptop through a co-worker's relative at Best Buy. Honestly, I would rather that the laptop be bought straight through Apple, but her co-worker gave a generous offer, it would have been very rude not to accept it. Plus, possibly an employee discount may be used? It was really nice of her to do it, so I accepted the offer.
Now, looking at the warranty that Best Buy offers, my mother and I decided that both the 2-year standard protection plan, and the 2-year accidental protection plan would be best.
BUT, I know deep down that buying a warranty through a third-party dealer is the worst deal that one can make. I had the worst experience with the warranty service for my HP Laptop that my father purchased through P.C. Richard. After numerous times of having to send out my laptop to repair a crashed hard drive, my screen came back busted... OFF THE HINGE. I had to reprimand the manager at the repair service center for his incompetent employees. I also had to tell him that whoever touched my laptop, obviously did not receive proper training to become a technician and that their company is pure trash and unreliable.
I do not wish to have this same experience with Best Buy. I understand that if a MacBook is bought through Best Buy, we are automatically given 30-day phone support and the standard Apple 1-year limited manufacter warranty.
--Is it possible that I can ask Best Buy to give a FULL refund on the service plan?
--Do we have to wait for the laptop to arrive BEFORE or AFTER to ask for a refund?
I know that AppleCare doesn't cover accidental damages, but I'm looking into dorm insurance policies, and I've already inquired about using the homeowner's insurance with my mother.

Haha, I'll be rolling in mud before I let them touch it. I tried to get transferred to the Geek Squad department to ask questions and I swear the operator was trying to give me attitude when I asked about refunds on the service plan.

Black tie Protection and Trading phones

I had bought a LG Rumor Touch with Virgin Mobile coverage in the summer and I had gotten it with the Black Tie Protection. Since I have had it, it has gotten a scratch down the middle of the screen and it randomly turns off for no reason. I was wandering if your aloud to trade the phone in for another more expensive Virgin mobile phone but pay the difference of the two?

If the store determines that the scratch does not void the coverage, yes.

BLACK TIE PROTECTION WARNING

I originally posted my experience in the forum for mobile devices as well as for cell phones. It seems *someone* deleted the post that was in the cell phone department. Maybe it was a repost, but it's still relevant to those who are even consdering an investment in the black tie for their mobile devices.
Whatever, conspiracies aside, see the original post HERE.

zildjian215,
This board is for product discussion, as the post where your issue was assigned is for customer service. That was the reason your post was moved. Doug will be reaching out to you on your customer service thread.
Ryan|Senior Social Media Specialist | Best Buy® Corporate
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Anti viru/spyware included or not with premium black tie?

Just purchased an acer laptop ,and premium blacktie protection,was told if i wanted to purchase trend product with install for 120.00 but also told if black tie premium was purchased 120 was included and comp would come with protection any way didnt come with antivirus/spyware(so I'm told)had to purchase seperately. All paperwork i recieved (black tie service brochure and geek squadnew computer setup form(yellow), clearly state "one year security software included in all security&performance packages". manager said i was wrong, confused, wouldnt listen, while at the service desk I was told that the computer does come with it but you have to subscribe to it... everyone I spoke with in this matter was perplexed ,but moreso uptite with me for bringing the whole thing up. seriously, geek squad employees should at least be on the same page, thier confusion as well as the managers scares me as these are th people I may have to deal with if a problem should occur with my laptop.. please i spoke to terry at corporate he didnt have a factual answer to give me ,people lets clear the air

in order to get the full benefite of the Geek Squad Black Tie Protection, the associate need to charge you:
advance security & protect
number of years of VI-Spy corresponding to the number of years of the black tie premium you choose
Antivirus/Antispyware software with the coressponding of the years of subscription
plus the amount on the screen.
usualy for an acer it goes around 400-500 total, including the software, the labor, and the protection.

Mobile Phone Black Tie warranty Issues.

In Short: If a Best Buy sales associate tells you that they "simply replace your phone if it is broken" if you purchase the Black Tie warranty - it is most likely a lie.
I purchased a Droid X on 8/12/10 at the Margate FL(Store # 1424), Best buy Mobile. While the phone was being activated, the salesperson told me that I should purchase the Black Tie warranty. I was told verbally that it was a bit more expensive than the carriers warranties, but that the advantage was that if the phone was badly broken (not wear damage like scratches or battery failure) they would simply replace my phone and I would not have to go through the normal hassle of sending the phone out for repair.
On 9/6/10 (less than a month after the purchase) the phone stopped charging. There was nothing wrong with the charging port itself - it just seems the charging circuit stopped functioning. On 9/7/10 I took the phone in to Best Buy in Boynton Beach (Store #00808 as it is closer to my home) to see what my options were for service. Juan in the Mobile department was very helpful, but told me right away that they do not replace smartphones under any circumstance (only certain low end pay as you go phones) and that the sales associate in Margate told me something that was definitely not the policy of Best Buy's Black Tie warranty, no matter what I was told in order to get me to purchase it..
The phone was sent out on 09/07/10 (The Service Order is 00808957341909 with 33461 as the zip) I have called Juan at Best Buy mobile several times - and though he has been exceptionally professional and help and I was told the issue would be escalated to the manager for review several times - it is still out "awaiting parts" nearly a month later.
Best Buy has now had my phone (which suffered from a manufacturers defect) longer than I have. Add to that I believe I am paying $9.99 a month for the WORST possible warranty option (compared to the manufacturer or carrier) and was lied to by the sales associate who sold me the warranty.
I am pretty sure the sales associates replacement reference when I bought the Black Tie warranty is considered an 'oral contract' in the State of Florida and as such I will be contacting the Attorney General with this information as 3 others in my office all purchased the Black Tie warranty from Best Buy with their phones and all 3 were told the same thing about the phone being replaced with the Black Tie warranty.
I would like the manager from #00808 or #01424 will contact me about this issue, and make good faith efforts to get it resolved amicably.

Greetings all,
I just wanted to pass along some information to you concerning the Black Tie protection plans that may help clear some things up. Phones are only replaced instore under exceptions generally decided by a manager, every phone for the Black Tie protection plan needs to go to the service center first. They attempt to repair the phone, and if it's not reasonably repairable it is posted for "junk out." At that point your recieve a store credit for up to the full retial value of the phone. With that store credit you can purchase another phone - doesn't have to be the same phone, it could be a different phone. This is a BRAND NEW PHONE!!! Never been used by anyone. Any service provider insurance policy provides you with a referbiushed phone which, many times, have problems of their own - not to mention the deductable you have to pay in some cases. The service center has to do something with the phone whthin 30 days of recieving the phone...ie: it needs to be shipping back ot you or approved for junk out etc. If not, the store can make a request to have the phone junked out anyway. Then you get your store credit and your new phone. Please keep in mind it's 30 days from the time the SERVICE CENTER recieves your phone, not the store. Also during the time your phone is out for repair the Best Buy Mobile location has loaner phones available. You'll want to check with the specific location on what phones they have available etc...
If you want to discuss the issue with a manager I would recommend stopping in or calling the store to speak with them, many times detials that are helpful can be skewed or not explained correctly when they go through multiple people. I know they would want to deal with the entire issue to make sure that it was 100% resolved.
I hope this info helps. Please let me know if you have other questions.

Black Tie Service

What is the difference between Black Tie Service and the Manufacturers warranty on a cell phone when the cell phone has warranty service issues?

Manufacturer's warranty covers everything that could possibly be the manufacturers fault. Defective parts, etc. It should cover what you are experiencing. The manufacturer's warranty is, of course, free.
The Best Buy plan is $10 a month and covers a couple things that the manufacturer wouldn't, like damaging it in the course of normal use. Neither the mfg warranty or Best Buy will cover a phone that is lost, stolen, dropped in water, dropped from extreme heights, dropped out of a car, etc (damage that would not be caused by normal use).
The manufacturer will typically be a bit more responsive with repairs. My experience with best buy is a minimum of 3 weeks and I have had one repair that is currently at 7 weeks and counting - and yes, during this time you're continuing to pay for the service plan even though they have possession of your phone.
In my experience, your best bet for cell phone insurance is your mobile service provider - Sprint, Verizon, etc. It is about half the price of Best Buy's plan, covers the same items, and they will replace your phone on the spot instead of having to wait 3-8 weeks (and realistically, who wants to bring their phone in and then wait 56 days to get it back). The downside is you have to pay a ~$50 deductible, but the difference in plan price between Best Buy and Sprint/etc makes up for that pretty quickly.
There is, quite literally, no reason to ever buy the black tie protection plans. Despite whatever claims the employee may make, they will not exchange your phone in the store.

Black tie plan/customer service nightmare

So I bought an htc g2 last year with 4g, microsd card slot, keyboard etc. I have black tie protection plan drop the phone and break the screen. It gets sent out for repair and comes back 3 weeks later with a working screen but broken headphone jack and keyboard. It also resets itself once an hour. Send it back out get rapid exchange. Refurbished phone screen goes black the next day. Rapid exchange again-same problem. Go to get another refurb phone and they dont have g2s anymore so they offer me the nexus which is 3g, has no keyboard and no slot for my 32gb microsd card. They cant even send my phone out for repair. I talk to the manager at my union square store who says he will send an escalation. Never hear back from him. Go to the mobile store across the street where a woman helps me and sends a new escalation. I call back a week later and she says they never got back to her and says she will call me back. She calls back and tells me they said its out of their hands. I call 1888 best buy the next day and get a great customer service rep who understands that im being downgraded and says his supervisor will send an email to my local best buy store to allow a "junk out" . I think wow this is great and go to my store where the manager says he knows of the issue but hasnt gotten the email. I wait 5 more days and try to get back in touch with the missouri call office i spoke with. After finally finding someone who can transfer me there i leave a message because the person i spoke with and his supervisor are in a meeting. I am promised i will get a call back. Never happens. I again am lucky enough on the 4th call to get transferred to the same office and am told that the email was sent. I call my local best buy and am told there is no email. I cant believe the frustration.
what do i do next? after 3 crapped out phones and a month of not being called back and told misinformation I still have a brick that was sent to me defective.

They don't honor the black tie policy at all I haves asked for a junk out and the offer me a $75 gift cars instead the whole thing has become a joke.

Cancellation of Geek Squad Complete Protection Plan for Phones

Geek Squad does not make it easy to cancel their plan. I purchased to S5s through Best Buy on Black Friday weekend, and along with that, purchased the GPS for each phone. Decided to cancel the two plans a couple of days later, so, 1) called their 1-800 number the first time, within about a week of purchase. The guy gave me the confirmation code, and told me both phones had their plan canceled, and that I would be receiving a refund for the amount I paid for the GPS plans at the time I bought my phones; 2) went into my local BB store, and double-checked that my plan was canceled with the Geek Squad there. They were no help, and just had me call the 800 number again, went through the automated process of cancelling my plans; 3) looked at my bank statement this week, noticed I had been charged for this month for the Geek Squad Protection plan, even though I had canceled everything; 4) called the 800 number again tonight, and told them I want a refund for the charge, and to cancel my plans. She said the first agent did not cancel my plans, and that I would be receiving a refund only for the charge that happened this week, but not my initial purchase of the GPS plans, which the previous agent said I would be refunded. I want to make sure the Geek Squad Protection plan for BOTH phones has been canceled, and want to make sure I will not be charged again in Jan.

Good afternoon PJK12,
Our Geek Squad Protection plans are great ways to protect your devices and your wallet when the unexpected occurs. With mobile phones, they can be especially helpful with drops, spills, or even loss or theft. I'm sorry to hear you changed your mind and decided you didn't want to have these plans cover your new Samsung Galaxy S5's.
I am truly sorry for the difficulties you experienced when canceling these plans. Please know that this is not indicative of the usual experience when canceling a Geek Squad Protection plan, as it is generally a simple process. Using the email address you registered with the forum, I was able to locate your plans. Please know that I am researching the cancelation of your plans further and will be in touch as soon as I have more information for you.
Your ongoing patience is greatly appreciated!
Sincerely,
Tasha|Social Media Specialist | Best Buy® Corporate
Private Message

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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How can my Geek Squad protection plan be cancelled without even notifying me!?

I bought my Iphone 5 back in September 2012 and had to get it replaced in June 2013 because it kept crashing. When I got it replaced I had to cancel my Geek Squad protection plan from my old phone and purchase a new one to cover me till June 2015, which I did. So when I went in to Best Buy Monday to try to replace my charging cable, boy was I surprised that apparently I wasn't covered anymore. So I called customer service to straighten it out and their story changed three different times. I was told that my Best Buy credit card was not the same card on my Geek Squad account, then I was told that I was the one that cancelled my protection plan to which I explained about my replacement phone, then ultimately I was told that I did not pay for my plan for over three months so it was cancelled November 2013. First of all, I was speaking to someone who I could not even understand and it was frustrating. Second, the fact that they accused me of not paying my bill was not only insulting, but absolutely ridiculous because my protection plan was ALWAYS automatically charged to my account so how could I have stopped paying it? Third, I was angry that it is now March 2014 and I had not receive one letter, email, or phone call notifying me of this cancellation? Fourth, I was told that even if I were to pay my "outstanding balance" that my plan would still be cancelled and I would not be able to get a new one. I am a silver member and I make numerous big purchases at Best Buy, but after dealing with how absurd the whole situation is I am not going to buying any protection plans.

Hello JennyMyers,
I am sorry you have reached out three different times and received inconsistent communication each time. I can certainly see how that would be frustrating in this situation. Also, I apologize if you felt like the phone agent was accusing you of doing something you didn’t intentionally do, and rather, were unaware of altogether.
I was able pull up your purchase history using your email address you provided on the forums. It appears that your last successful automatic payment was on 11/14/2014. The first payment to not go through was 12/14/2013. After that, no successful payments were collected for December 2013 – March 2014. I was also able to see that we reached out to you via email on 01/14/2014 to notify you of the missed payment.
Since we hadn’t collected successful payment for the last four months, your Geek Squad Protection plan was cancelled. I’m sorry for any inconvenience and frustration this has caused you and I hope that you won’t completely write of the benefits of the Geek Squad Protection plans that we offer. I’m glad we were previously able to get you a replacement for your broken phone.
Regards,
JD|Social Media Specialist | Best Buy® Corporate
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Adding a device to geek squad protection

if i have a lg g3 cell phone thats just a month old can i still have the geek squad total protection plan added to it now . also would i then be entitled to the trade in premium after 30 days or what is the wait time for tht part of the program . how much is a lg g3 currently worth as a trade in under the plan

Welcome to Plug-In
A Geek Squad Protection Plan can be added within 30 days from purchase, as long as your item is still eligible for coverage. Follow this link for more detail on the Trade-In Program, there is a calculator you can use to estimate the value but you'll have to check in store for the actual number.
Any reason you want to trade it in so quick?

Beats by Dre Geek Squad Protection

I bought a pair of Beats by Dre back in Feb of 2014 and purchased the 2 year protection replacement plan. Recently the left head phone stopped working. My understanding when I bought the 2 year protection is if they were to break from normal use then I would receive a new pair. When I took them in to the store the geek squad rep told me they don't honor the plan because apple wont honor it. Isn't this a Best buy warranty not an apple warranty. It has nothing to do with apple. So they rep said they will ship it to get repaired so I agreed to have them repaired. After thinking about it the original protection plan I bought with the headphones should be honored. I just don't understand what this has to do with apple buying Beats. If repaired what are the odds of the headphones malfuctioning again. I think I should receive a new pair of headphones if thats the original contract stated.

Hi so yes the terms on how they are repaired/replaced have changed per apple but the terms you agreed to are the same in a sence that you agreed you can get back a replacement/refurbished or new or repaired. the terms apple has with bestbuy have changed since april of 2015 so all apple products are to be sent out to apple authorized repair to deem if thge apple product is in fact broken/defective and if so they will repair them and send them back to the store repaired.
now to touch on who GSP is who etc it has everything to do with apple all repairs GSP GSP-R or ADH plans are the way they are because the vender in this case apple allows bestbuy to offer such plans on the terms the vender sets so if apple says hey for now on we only want this product to be repaired then that is how bestbuy has to go about with the GSP that is on the device etc

How to file the complaint for GEEK SQUAD installation for car remote and alarm security ?

My name is Benny. I want to install the remote start and alarm in My 2015 Toyota Highlander. before I make an appointment. I go to Bestbuy store and make sure it's compatible with the Viper Responder LC3 5706V 2-Way Remote Start and Security System. Bestbuy print out the document everything say is compatible with my vehicle. and then I make an Appointment on July 31, 2015, 01:00 PM 4 Hrs162 SANTILLI HWY EVERETT MA Confirmation Number: VRJF2718. it is the lady help me to install it. she say it take 4 to 5 hours to finish. I said I wait here at Bestbuy out there until finish installation. After more than 5 hours. I come in the Bestbuy mobile installation there. and the lady tell me my car is broke fuse link. The vehicle will not start. and also she said she did not touch anything. I ask why the fuse is broke if you did not touch anything. she said the fuse broke all the time. It is normal. My car less than 1400 miles. just like new. My all family use Toyota. 6 year never broke the engine fuse. She try to tell me the fuse link broke is not because the installation process. She try to tell is not her responsibility. She said already call Woburn Toyota repair on Monday. I m so worry about my car. I take the subway to Wellington station and walk to Bestbuy on the next day. and then she tell me the car has to tow to Woburn Toyota to repair. on August 4. I went to Bestbuy with my friends. We talk to the Geek Squad manager I think his name is Jason. He tell me the car can fix and pick up today about 1PM, I called Woburn Toyota and they tell me pick up my car. after pick up my car. I have to go back to Bestbuy finish the remaining installation because the viper already installed in my car. About 2:30PM. Tom said it take about 20 to 30 minutes to program the key. after Program the key. It has problem to start the engine. Sometime the engine start only a few seconds it shut it down. He don't know how to program the key, the key has the code has to match the car. Tom keep try and try to start the engine until the car battery is dead. and then use the jump starter to charge the battery. and keep try and try. I don't remember how many time he try to start the engine. it make me very scare. I ask Tom many time about the compatible. He said yes. about 6PM. I talk to the manager, I said do you think will tow my car again. He tell me to talk to Tom. I told Tom I have to use my car tomorrow for work. I paid to much for the cab. And then he take out the Vipers. Wednesday 4:40am in the morning. I drive for my job. I found out the automatic light is not on. it has other issue. The Auto switch is on, but the automatic light is not on. me and my friends went to Bestbuy again and talk to manager. First He said is not my responsibility. You already pick up the car. I m telling you. no one will know the automatic sensor will broke if not drive at night or dark place. I have my KDLINKS X1 FULL HD WIDE ANGLE CAR DASHBOARD CAMCORER WITH GPS install in my car. The installation day is July 31. All drive load recorded. July 31. I drive my friends to China town and get in the Tunnel and then go back to Bestbuy get in the tunnel again. It show the light automatic on. No any problem when I drop on Bestbuy. I have alot Evidence prove. No one touch my new car. Only Geek Squad. I lost money because the Viper Responder LC3 5706V already used. It can't return it. Also I lost time. wait long time in Bestbuy, 4 hours job it take 5 days. I have no car to use. I have to paid the cab for my job. I have to drive my car to Woburn Toyota to see what is broke on 08/7/2015. After 5 hours long wait. The Toyota said Tom forgot to connect the wire. They said the first time broke the big fuse link and tow to Toyota repair. It is the big problem. It broke because they start the engine more than hundred time. I know because I took the chair and wait inside the second time with Tom. He try to start my engine between 5 second. I know what is troubleshooting. but if you try to start the engine 3 time and not work. You will know is sometime wrong. You have to find out the problem and maybe get help. Not just keep try to start the engine on the remote. I tell Tom even you try thousand time. it could be the same. I know I complaint the first time when they broke my car big fuse. but please don't treat my car like that. I want to ask you. if you take your car there for installation. You wait there more than 5 hours and your new car is broke by them. and you have no car to use for your job. Are you happy about that. Second time he said only take 30 minutes to program the key. It take me wait there 5 hours. He forgot connect the wire. If you don't believe, you can call Woburn Toyota. Everyone know Bestbuy broke my 2015 Toyota Highlander. Bestbuy should reimburse my lost. I lost time and money. The Viper I can't return to other retail store because it used by your company. It fail to install and broke my car. I try to call Geek squad 18004335778 two times and talk to different people. they just hand up my phone after I tell my stories. They never give me the solution. and I know I post the message here may not helpful. I will keep try other way to tell my stories to other if Bestbuy not give me the solution. My phone numbers is {removed per forum guidelines}.

Thanks your reply. I mean no one know my feeling. except if the new car is your. If Geek Squad can't install it. Just let me know and go. right? I ask many time? Are you ok to finish? He said yes. First time fail after 5 hours long wait and tow my car to Toyota repair. Second time said only take 20 to 30 minutes to program the key. but fail again after about 4 hours 30 minutes long wait and head light is not automatic turn on at night. I have to take a day off drive to Toyota repair. My time is money. wait there more than 10 hours and done nothing. 5 days no car and take the subway Bus and long walk. How do I feel? I m the customer. if without the customer. How you get pay? Geek Squad use my remote start and alarm and I can't return it. I loss time and money. My new car has a repair record. That is what Bestbuy want to do for the customer. Geek Squad work for Bestbuy. right? You are not just loss one customer. You will loss more and more than the remote start alarm cost. Bestbuy will not know? How come just 200$ remote start alarm and the 50$ module. Bestbuy don't want to reimburse. I m not tell you to pay me 5 days for rental car. why don't just want a happy ending? Bestbuy is big company. I m very small. 250$ it cost Bestbuy nothing. You can't let the customer loss money because you. right?

Panasonic Plasma TV repair - Geek Squad

Hello community -
Two years ago I splurged, and purchased a beautiful 55" Panasonic plasma TV. I am frugal, and do not do this often, so I also decided to protect it with a 4 year Black Tie Geek Squad warranty.
Been very pleased with it, up until 20 days ago. When, it would no longer turn on. 7 blinking red lights, were the "code". Simple internet search showed a specific faililng component.
I called Geek Squad, who was very helpful and pleasant. And, arranged an appointment to have it replaced. Well, now that appointment has been cancelled for the 3rd time due to a parts delay. It is very obvious, that 1) This is a product defect, based on the # of issues people are having 2) This part will never arrive.
I just spoke with Geek Squad again, asking that they help me with a replacement. They quoted a 30 day period, until after which they cannot consider it. Only after 30 days will they "start" the process.
Question for the group ---- have you had this experience too? Have you found a way to navigate these waters? And, once I pass 30 days what sort of expectation should I have for actually getting a replacement?
I am normally very reasonable. However, my patience is wearing thin. And, I am VERY RELUCTANT to ever purchase from Best Buy again. They were my go-to brick & mortal and on-line store, but I've reconsidered that.
Thanks for your perspective. If anything, it is healthy to vent. Because I do not expect a good outcome.

Hello sledwith,
Thank you for visiting the forum. I'm sorry to hear you are having troubles with your Panasonic TV. I enjoy very much watching TV on our 55" screen so I can certainly understand your frustration at having to wait possibly up to a month for it to be repaired.
Using the information you provided on the forum, I was able to view the service order, and I will be looking into this further to see if I can help. Once I have further details, I will be sending you a private message. To view your private messages, please make sure you are logged into the forum, and click on the envelope in the top right hand corner.
I look forward to continuing to work with you, and I will be in contact as soon as possible. In the meantime, please do not hesitate to let me know if you have any further questions or concerns.
Sincerely,
Maria|Social Media Specialist | Best Buy® Corporate
Private Message

Re: Geek Squad Black Tie Protection complaint

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