Best Buy & Geek Squad Policies

[Klaudio-]

Well here's my story on 9/17/09 I went to the store to return an ipod touch because the bettary was dying way too fast.  Ok so when I bought the ipod I was told that if I bought the insurance plan I would be able to exchange the ipod for a new one if anything happened to it be it screen getting cracked or battery problems or anything, at least thats what the salesperson told me, anyway when i go to the store the lady at the front gives me some papers and tells me i have to go around to the geek squad ok i go there and the guy there tells me they have to send it in and they will send me a new one back within a week and that they would call me to go pick it up so I told him ok.

So a week passed and no calls so i thought ok I would give them some more time two weeks passed and still nothing, so I go to the store and the same guy tells me that he has no idea where it is and that the only thing he knows is that it was send to a third party and he assures me that within 3 days he would find out where it is and call back, well 4 days passed and no calls from this guy, so i decided to go to the store again and I was told the same thing so i waited another few days went back same thing this time so i tell him i want to talk to a manager and he calls him, I explained to him the situation and he assured me that it would be ready for me to pick up the latest 3 days later and today i went again and they tell me they have no idea when it will be ready for me pick up and that they ran into some technical problems while fixing my ipod.

So here we go first they tell me I would get a new one within 1 week than 3 weeks pass by and no ipod and now they tell me they ran into some technical problems I mean come on all they had to do was change a d**n battery for ***** sake.

And the last thing they told me was that they have no idea when they will have it in so I have to wait for them to call me and that i shouldn't call them.

This is bulls**t and the worst costumer service I have ever had to deal with, rude and unprofessial staff, I dont think thats how you run a store. That is the last time I ever buy there again seriously.

So I would really appreciate it if someone would give me a number or a place where I can complain to.

[Dorothy-BBY Community Supervisor]

Hello Klaudio-

Sarah, from our Community Connector team, will be reaching out to you regarding your concerns with your iPod protection plan.  I appreciate your patience until she is able to contact you!

[Sarah-BBY Retired: Community Connector]

Hi Klaudio,

Thank you for purchasing your iPod with one of our Plans from us, and I am very sorry to hear of your poor experience when sending it off for repair.

Please be advised that we do strive to complete all repairs as quickly as possible, but their can sometimes be a number of factors that could contribute to a repair taking longer than anticipated, and I am very sorry again if this was the case. 

Unfortunately, I do not have the information necessary to check into the status of your repair to confirm that you have now received your unit back.  However, if there is anything additional I can do at this time to help with this situation please feel welcome to contact me by private message - including your repair Service Order number.  You can send a private message to me by clicking on the “private message” envelope in the upper right-hand corner of the page and then composing a new message to my username “SARAH-BBY”.

Last but not least, thank you for this feedback as it is certainly the strongest tool we have to try and improve our services in the future!