10-07-2019 10:29 PM
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.
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.
10-09-2019 10:48 AM
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.
Would it possible for you to ask you girlfriend to contact us so that we may assist her?
10-09-2019 11:43 AM
10-09-2019 12:01 PM
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.
10-15-2019 10:02 AM
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.