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New Member
Posts: 4
Registered: ‎10-07-2019

Store being investigated for fraud. Former employee GSP not honored

Backstory: camera purchase is under my girlfriend who was a Best Buy employee 2+ years ago. At this time we have filed a report with Best Buy’s claim handling company called Sedgewick and have not heard anything back.

 

Camera damage:

Lens 1: Fell while hiking and scratched the lens and had water get inside of it.

Camera + Lens 2: fell about a month later. Lens taking brunt of impact and camera screen getting broken off.

 

Everything was taken to Best Buy at 1 time due to not needing lens 1 immediately.

 

All stuff we have been told by Geek Squad at multiple locations falls under the accidental policy.

 

Timeline of events:

Aug - 28: Dropped Camera and 2 Lens off for GeekSquad Repair.

Sep - 4: Notification that camera has reached repair service center.

Sep - 12: Given tracking number for shipment back to store.

Sep - 19: Still no information on the camera or lens shipping information. Called GeekSquad and was told it was shipped.

Sep - 25: Go into store and get informed the camera was not repaired and service has been declined. No notes informing why it was declined as the camera is just a normal drop damage. The GeekSquad manager then informs us that the camera was declined due to employees at the store committing fraud with GeekSquad transactions (employees doing fake junkouts and collecting the money) and because my girlfriend was a former employee about 2-3 years ago, our protection won’t be valid. One of the lenses is quite damaged as it took the brunt of the fall but the body and other lens had regular drop damage. So the GeekSquad manager said they need to send it out again.

Sep - 26: Get a call from the store saying the store manager does not want to send it out again due to already being under investigation and that we need to pick up our camera and call 1800bestbuy number

Sep - 27: After getting the run around from every department reachable from the 1888 number I was finally put in contact with Sedgewick and submitted a claim.  Was told I will be called on Tuesday Oct 1st at the latest.

Oct - 1: still have not heard from Best Buy or Sedgewick after leaving a voice mail on their system.

Oct - 7: Posting this on the forums as we have still not heard anything back.

New Member
Posts: 4
Registered: ‎10-07-2019

Re: Store being investigated for fraud. Former employee GSP not honored

Bottom line, I could careless about employee fraud, I just want my issue resolved.
Posts: 137
Topics: 7
Kudos: 12
Solutions: 8
Registered: ‎02-08-2019

Re: Store being investigated for fraud. Former employee GSP not honored

Hello, caseyjames95.

We appreciate you reaching out to us to obtain a resolution pertaining to your camera damage. We can only imagine the frustration this has been for you, especially when capturing moments in our lives from a photo perspective is so important.

Just as important is protecting the privacy of our customers. So, while you mentioned that the camera purchase was based on a transaction with your girlfriend, it would be imperative that we conduct our conversation with her through her personal social media account. We invite you to learn more about our Privacy Policy.

Would it possible for you to ask you girlfriend to contact us so that we may assist her?

 

Regards,

Wesley|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎10-07-2019

Re: Store being investigated for fraud. Former employee GSP not honored

Yes she is more than willing to contact you,Can we please have a specific number. We have already called all the general 1800 numbers and just kept getting transferred even after submitting a claim we can’t get a call back. It seems I need a specific person to contact.
Posts: 137
Topics: 7
Kudos: 12
Solutions: 8
Registered: ‎02-08-2019

Re: Store being investigated for fraud. Former employee GSP not honored

Caseyjames95,

Understanding that you have already contacted our Best Buy Primary Customer Care. We, however engage solely through social media, so our communication would be through the common platforms or Facebook, Twitter, Instagram or our Community Forums.

Regards,

Wesley|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎10-07-2019

Re: Store being investigated for fraud. Former employee GSP not honored

Still have not received any sort of message back from bestbuy support on twitter.

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Posts: 9,020
Topics: 83
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Blog Posts: 47
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Registered: ‎09-29-2008

Re: Store being investigated for fraud. Former employee GSP not honored

Hi caseyjames95,

 

I responded to your tweet. Your girlfriend needs to contact us via social media in order to get her any possible resolution in this matter.

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
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