Best Buy & Geek Squad Policies

[wabihouesw]

I received a Nikon Coolpix S630 and the 2 year protection plan as a gift in February of 2010.  Shortly after the 30 day mark it started acting up.  I sent the camera in for repair.  I should have tested it right at the store when I picked it up, but I didn't.  I brought it back the second time on 6 Nov. 2011 and waited patiently for some form of communication that the camera was repaired.   On 26 November I received a BB auto generated email update assuring me that my camera was in the repair process.  I'm pretty satisfied that all is well. 

On 10 December I have a letter in my mailbox that says my camera repair was completed on 19 November.  It indicated that it had been there 15 days and they were unable to contact me.  A legal disclaimer followed advising me that they are not responsible after 30 days.  Imagine my astonishment!  I immediately tried to call the store to confirm the camera was there and make arrangements to hold it but could not get a representative on the phone.  This was a problem.  I live 20 miles from the store and had not planned on an emergency stop, drop, and run to BB.  But it had to be done.

Upon my arrival to store 00428 in Albany, NY I immediately asked for the Manager.  I showed Nate my original receipts, repair records, the email I received, and the letter.  He actively listened as I explained my complaint.  The email and letter had conflicting information and I had not received any form of BB communication that repairs were complete. After all, I am not psychic!  I also politely explained that while I understood BB is not a storage facility, BB should actually be performing the steps the law requires to absolve their liability for my property.  Not just sending a warning letter that states they did.  I felt that a 7 day demand for pick-up was extremely inconvenient and unreasonable during the holidays.  He was very apologetic.  I realize it wasn't his fault.  He got me over to the GS where we checked the camera.  Imagine my anxiety level when it has the exact same problem and has not been fixed. 

Nate gave me two options:  Send it back again and he would provide a loaner until it was returned OR brand new camera.  This was a no brainer here.  Send me to the camera guy!  Neil was very knowledgeable and was able to answer all my questions which made it very easy to choose a camera that was comparable in features and better on specs than the camera that didn't work. (Better specs primarily due to 2 year advancements in camera technology for those in same price range) Nate and Neil both did an excellent job of ensuring that I was completely satisfied.

Let's face it, when a manufacturer makes 50,000 of a product, statistically there WILL be lemons not matter how reliable the product/manufacturer historically is.  I normally do not buy protection plans myself.  In fact, I am not sure that buying a protection plan is really a value for me after all the time, travel, gas, and effort that I wasted trying to use it.  I missed out on taking pictures of several memorable occasions trying to do so over the last two years.

Ultimately, I have a brand new camera for the holidays! I do have to admit that it makes this experience go down a whole lot smoother.  This one does NOT have a protection plan.  It will go in the trash and I'll replace it next time.

In all, BB relies too heavily on automated systems to provide customer services which results in inconsistent and confusing information being sent to the customer.  In some cases information isn't sent at all.  In this case, GS auto-generated status email says camera under repair dated 26 Nov.  BB auto-generated postal letter says repair complete on 19 November and attempts  made to contact customer.  No communication by automated systems confirming repair completion was ever received.  Further contradictions were reported from the repair center that stated service was actually completed on 26 Nov.  Was unable to get through automated phone system to a Manager for assistance.  A human or two should be tasked with monitoring the consistently and reliability of the customer service tasks/data crossing between these auto-systems.

Wanted to share my positive experience, express my gratitude for a job well done, and wish you both Happy Holidays!

Thanks Nate & Neil!!!

I am not an employee of, nor have I ever been employed by Best Buy.  My comments are merely my opinions that I have formulated from both my previous experience as a Firedog Tech and as a customer of typical retail chains.  It is not my intent to be disrespectful in any way to the honest, hard working individuals that work there.  Trust me, I've done your job and I don't miss it

[wabihouesw]

I received a Nikon Coolpix S630 and the 2 year protection plan as a gift in February of 2010.  Shortly after the 30 day mark it started acting up.  I sent the camera in for repair.  I should have tested it right at the store when I picked it up, but I didn't.  I brought it back the second time on 6 Nov. 2011 and waited patiently for some form of communication that the camera was repaired.   On 26 November I received a BB auto generated email update assuring me that my camera was in the repair process.  I'm pretty satisfied that all is well. 

On 10 December I have a letter in my mailbox that says my camera repair was completed on 19 November.  It indicated that it had been there 15 days and they were unable to contact me.  A legal disclaimer followed advising me that they are not responsible after 30 days.  Imagine my astonishment!  I immediately tried to call the store to confirm the camera was there and make arrangements to hold it but could not get a representative on the phone.  This was a problem.  I live 20 miles from the store and had not planned on an emergency stop, drop, and run to BB.  But it had to be done.

Upon my arrival to store 00428 in Albany, NY I immediately asked for the Manager.  I showed Nate my original receipts, repair records, the email I received, and the letter.  He actively listened as I explained my complaint.  The email and letter had conflicting information and I had not received any form of BB communication that repairs were complete. After all, I am not psychic!  I also politely explained that while I understood BB is not a storage facility, BB should actually be performing the steps the law requires to absolve their liability for my property.  Not just sending a warning letter that states they did.  I felt that a 7 day demand for pick-up was extremely inconvenient and unreasonable during the holidays.  He was very apologetic.  I realize it wasn't his fault.  He got me over to the GS where we checked the camera.  Imagine my anxiety level when it has the exact same problem and has not been fixed. 

Nate gave me two options:  Send it back again and he would provide a loaner until it was returned OR brand new camera.  This was a no brainer here.  Send me to the camera guy!  Neil was very knowledgeable and was able to answer all my questions which made it very easy to choose a camera that was comparable in features and better on specs than the camera that didn't work. (Better specs primarily due to 2 year advancements in camera technology for those in same price range) Nate and Neil both did an excellent job of ensuring that I was completely satisfied.

Let's face it, when a manufacturer makes 50,000 of a product, statistically there WILL be lemons not matter how reliable the product/manufacturer historically is.  I normally do not buy protection plans myself.  In fact, I am not sure that buying a protection plan is really a value for me after all the time, travel, gas, and effort that I wasted trying to use it.  I missed out on taking pictures of several memorable occasions trying to do so over the last two years.

Ultimately, I have a brand new camera for the holidays! I do have to admit that it makes this experience go down a whole lot smoother.  This one does NOT have a protection plan.  It will go in the trash and I'll replace it next time.

In all, BB relies too heavily on automated systems to provide customer services which results in inconsistent and confusing information being sent to the customer.  In some cases information isn't sent at all.  In this case, GS auto-generated status email says camera under repair dated 26 Nov.  BB auto-generated postal letter says repair complete on 19 November and attempts  made to contact customer.  No communication by automated systems confirming repair completion was ever received.  Further contradictions were reported from the repair center that stated service was actually completed on 26 Nov.  Was unable to get through automated phone system to a Manager for assistance.  A human or two should be tasked with monitoring the consistently and reliability of the customer service tasks/data crossing between these auto-systems.

Wanted to share my positive experience, express my gratitude for a job well done, and wish you both Happy Holidays!

Thanks Nate & Neil!!!

I am not an employee of, nor have I ever been employed by Best Buy.  My comments are merely my opinions that I have formulated from both my previous experience as a Firedog Tech and as a customer of typical retail chains.  It is not my intent to be disrespectful in any way to the honest, hard working individuals that work there.  Trust me, I've done your job and I don't miss it

[Allan-BBY Community Connector]

Hi wabihouesw,

Sorry for the scare by making you believe we would be throwing out your camera if you didn’t come pick it up right-away, and it is true that after very specific conditions are met we would dispose of a customer’s item sent out for repair that is not picked up in a timely manner.

I’m sure it was very disappointing to discover this camera was still not repaired, and I was glad to hear that Nate and Neil were able to provide you a resolution in this matter! I hope you had a great holiday, took a lot of new photos!

Thanks for posting,