08-30-2019 05:00 PM
Original xbox elite controller started to double press each button. I had geek squad warranty so I assumed I would be taken care of. I was pretty wrong!
Take to store - no replacements, said they can't order me one, lady was not friendly, seemed really annoyed.
asked what I wanted to do, I had no idea? I bought the replacement plan, I figured she'd give me options?
received gift card for price of controller minus the price of geeksquad.. apparently it's one time use now - would have been nice to have been updated on this fact.
Ordered "New open box Excellent" replacement and paid for 1 day shipping
Replacement arrived, obviously NOT a new controller
Paddles do not work, and the left trigger has an odd click (like it's been smashed)
Called BBy support. I asked for free 1 day shipping for my troubles, he said they could do that, no problem. I returned my controller to a physical best buy so I could get the gift card back.
I called bby suppoort. He told me the previous rep wouldn't promise to comp 1 day shipping for free. Not friendly at all. He also said he can't order the controller online, even though I had the SKU. I could add it to my cart, no issues. He asked me to wait on a silent hold for 2-3 minutes. 40 minutes later I called BBy support because I was still on hold.
This final female rep was THE FIRST friendly person I talked to at Best Buy. She let me place the order, then she credited me the 1 day shipping cost back.
New controller arrived, it had NO BOX. I'm dissapointed, I like to collect the fancy boxes on expensive electronics. At least the controller works, but I'm very dissapointed. I'm worried about trying to replace this for one with a box, as support has been a nightmare.
Just sharing my experience. I am very dissapointed. IF you record phone calls, I think you'd be very interested in how the reps treated me and broke promises.
BE CAREFUL OUT THERE FOLKS.
09-02-2019 02:53 PM
Hi there, BenD188,
Welcome to our Best Buy forum community! While I wish you had discovered us under happier circumstances, we're grateful that you took the time to share this experience with us.
The point of our Geek Squad Protection is to make your life easier in the rare case of a beloved product no longer working as intended, so it's disappointing to hear your time getting this replaced was anything but stress-free. That is not how we wanted things to go, but I'm glad you let us know so we can work to provide a better experience going forward.
If we're unable to repair or replace the product, providing you with a gift card for the amount paid would be the next step for fulfilling your Geek Squad Plan. That said, I can understand your confusion that the employee you worked with made you feel like you were supposed to know the next step. That should be on us to know, so it hurts me to hear that's not the impression you received.
We know you have other things to do than spend hours on the phone, so I'm disappointed to hear you didn't receive the level of support we strive to provide to make your time on the phone as easy as possible. While I wish things had been handling with getting that charge credited back to you the first time around, I'm glad that one of our phone agents got that taken care of.
I'd be happy to take a look into your order to see if doing a reshipment, so you can have a controller that comes in the box, is an option we have available at this time. For me to check it out, please send over your full name, phone number, email and order number using the "Private Message" option in my signature below.
09-02-2019 06:42 PM
09-03-2019 08:46 AM
Thanks for sharing this with me! I know how confused I would be if I got that error message, especially if I had never sent a Private Message before. I'm unsure as to why you received that error, but I'm happy to see that it has since been corrected, as I'm seeing a Private Message came through from you, which I will respond to shortly.
We understand that calling in for support doesn't work for everyone. That's why we also provide support through our forum, Twitter at @BestBuySupport, our Facebook page, and chat.
I'm glad that you discovered us here, so we can provide support in a way that's more convenient for you!