• Report: #866163

Complaint Review: Best Buy

  • Submitted: Mon, April 09, 2012
  • Updated: Thu, July 12, 2012

  • Reported By: FrankChasteen — Sycamore Illinois United States of America
Best Buy
bestbuy.com Dekalb, Illinois United States of America

Best Buy Didnt honor warranty Dekalb, Illinois

*Consumer Suggestion: Read the Facts

*Consumer Comment: Not covered

*Consumer Comment: LOL

*Consumer Comment: Thing is.. there are no "tricks"....

*Consumer Suggestion: "No" to all of the above

*Consumer Comment: Illiteracy could be part of the problem here

*Consumer Comment: Wow this "in theknow" is a seriously disgruntled ex employee or customer you think?

*Consumer Suggestion: Geek Squad employee - farcical

*UPDATE Employee: Geek Squad Service Plans

*Consumer Comment: It is up to the consumers...

*Consumer Suggestion: Good Value?

*Consumer Comment: All joking aside..

*Consumer Comment: My TV was hit by a meteorite..

*Consumer Comment: What's not covered?

*Author of original report: will be making a point of being very selctive of where i make any future purchases

*Consumer Comment: ????

*Consumer Suggestion: Read the Terms

*Consumer Comment: abuse

*Consumer Comment: Why would they cover that type of impact?

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Purchase a 37" tv early feb of this year along with the extend warrantie.        

a few months later i come home from work and disover that the tv was hit by an item "remote"

figured , well no prob, i had bought the extra warranty, so i tooke the tv to B/B and had my reciept reprinted so i could show proof of the extra warrenty.

at this point the G/S employee pluged tv in and discoverd that the screen had "impact" damage,

i was told at that point that it wasnt covered.  i asked why not!!! and was told that "impacted isnt covered on tv's...only computers and that they dont offer any such thing for tv's.

well at this point i tried to explain that i wasnt told that when i made my purchase...

lol...this is where i got my first flag...

2 of the G/S (geek squad) told me that the cashiers dont make a point of telling the customer that "impact" isnt coverd.

so at this point the manger for the G/S told me that the repair would be about what a new tv would be and even offered a store brand.....

2nd Flag!!!!!   why offer a new tv!!!! sounds like a scam!!! why would i want to go thru this twice!!!...lol

the whole point of me buying the extra warranty is that i have small kids, figured if something happens i covered....

so i left store and left tv to whatever they do with them when they arent bieng fixed

went next door to Wal-Mart and questioed the salesperson there about there tv proction plans/warratnies..and was tols the jest of things.   i then asked "what isnt covered" i was told "loss/theft"....

3rd FLAG   why is it that walmart  a company that is just as big will cover impact but best buy doesnt???!!!

so i returned to B/B had a rather umpleasnt talk with the G/S maneger got his card and B/B's complaint number

have since called them, gave them an EAR full, 3 of the 5 rep's i talked to agreed that i should have been told verbally about the "impact" not being covered at the time of sale.....

so at this point im waiting for the Store GM to get back with me later in this week to see what can be done to resolve this

while on the phone with the reps's i did find out that i could at least get back the full price i paid for the extended p/p. 

ok..well i guess that i should have made apoint of grabbing an info book about there p/p but im very sure it wasnt offered or given to me...

had the cashier been upfront with me and told me outright that "impact" wasnt covered!!!

I would NEVER had bought anything that day from them.

This report was posted on Ripoff Report on 04/09/2012 07:37 PM and is a permanent record located here: http://www.ripoffreport.com/r/Best-Buy/Dekalb-Illinois-/Best-Buy-Didnt-honor-warranty-Dekalb-Illinois-866163. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
1Author 18Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Suggestion

Read the Facts

AUTHOR: IntheKnow - (USA)

LOL all you want.  Selling, managing, administering plans with much of the consumer electronics industry for eons.  There are many smarter ways to shop than at BBY.  One does not have to frequent there (other than for occassional research) to be an industry expert.  Show me where a particular post is factually incorrect rather than making ignorant comments.  Just look at the volume and type of posts. 

Fact is, the shopping experience is soured by the selling of service contracts and protection plans because the associates at ALL retailers will either voluntarily or involuntarily misspeak how a plan works or some of its specifics.  Pressure to sell is enormous.  Sure, as many would argue, it is the burden of the consumer who listens to a kid trying to make an impression, rather than scrutinize terms and conditions.  There's also a reason terms and conditions are written in mouseprint and never, never scrutinized on a sales floor.  
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#2 Consumer Comment

Not covered

AUTHOR: The Outlaw Josey Wales - (United States of America)

 Anything against team Rebutt policy is not covered
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#3 Consumer Comment

LOL

AUTHOR: jko2005 - (United States of America)

Let me get this straight intheknow, you have never worked for best buy, and have shopped there maybe twice, yet you know SOP better than anyone? I believe that deserves your original title of farcical.

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#4 Consumer Comment

Thing is.. there are no "tricks"....

AUTHOR: Ronny g - (USA)

The whole point is that it comes up at any point of sale is so there can be no "tricks". It simply asks FIRST a simple question which is do you accept the plan(s)?. Then it asks "would you like the terms emailed to you or a hard copy?". Why does this seem like a trick to you? As stated they could also shove a cattle prod up your butt and shoot voltage up it if you do not have the mental capacity to answer a question but...it seems a more civil approach is that they simply ask all customers at the register just in case. That makes them some kind of scam to you?
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#5 Consumer Suggestion

"No" to all of the above

AUTHOR: IntheKnow - (USA)

@ronny g - as the defense attorney for the Geek Squad employee, you missed not only the point of the post, but the facts in it as well.

Nothing wrong with consumer advocacy for the hoards of people, yes, who do not know how to shop at BBY.  With the number of posts in the sum total of all complaint blogs, BBB formally filed complaints, state depts of consumer affairs complaints, direct calls to BBY stores and corporate (of which we will never know) about these recurring themes, as you know, there ARE hoards of consumers who might choose otherwise if they DID have myself or even YOU hand holding them.  We could point out every single trick or point of deception about the Bleak Squad Black Eye deception plans.  BBY by no means is alone here, other guilty parties (er, retailers) tend to do a better job nipping these issues in the bud before getting to these threads.

Never worked for BBY, and may have purchased a total of two items there ever.  Certainly understand the culture and SOP - better than most.
 
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#6 Consumer Comment

Illiteracy could be part of the problem here

AUTHOR: Southern Chemical and Equipment LLC - (USA)

It appears that the OP is borderline illiterate. This could explain the majority of the problem here.
If you communicate like a third grader, people may assume you are one.

I have never seen any warranty that covers abuse or physical damage other than an actual physical damage plocy.
Therefore, if it was not presented as a physical damage policy, then physical damege would not be covered.

Just common sense here.

Try going back to the third grade so you can then communicate effectively in the English language, and may be able to understand something as simple as an extended warranty plan.

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#7 Consumer Comment

Wow this "in theknow" is a seriously disgruntled ex employee or customer you think?

AUTHOR: Ronny g - (USA)

All it does is ask YOU, the consumer if you would like the terms emailed to you, or to take a hard copy. Is this really that tough of a decision? It only has two choices, "YES" or "NO"...that really so confusing to you?

Where do you get that "no one is allowed to see the terms prior to the resister?" All you or "they" need to do is ask. If you or "they" did not have the ability to "ask" then once at the register it will ask for you. So what should Best Buy do next???  Maybe a cattle prod up your butt if you can not make a simple decision by reading a screen ?

Sorry "intheknow" you seem to be quite clueless and need your mommy to teach you how to shop.
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#8 Consumer Suggestion

Geek Squad employee - farcical

AUTHOR: IntheKnow - (USA)

"First of all, when you accept the protection plan at the register, it asks you if it is acceptable to email you the term & conditions of the protection plan. If you hit accept, it will send all of the information to your email that you have on file with the company. If you hit decline, they are required to give you a physical copy of the terms and conditions, in which the screen will ask you if you were presented with this. If they didn't, you definitely should not hit yes. "

So, one is not allowed to see the terms prior to the register???  If I say no, they "give me a copy of the terms" - that's comical itself.  So, you admit that BBY expects a rash and uninformed decision at the register.

"As far as coverage goes, for 37" television and larger, it is covered for in-home consultation. You wouldn't even have had to take it into a store. All you had to do was call 1-800-GEEK-SQUAD and they would have scheduled an appointment to come to your home or business to check on your item. "

"Consultation" - uh no.   Your service administrator assigns local repair shops who accept their fees to fix your TV; Geek Squad is not an authorized repair facility.  At most, GS would mail it out under certain circumstances.  So, with Geek Squad, there is potentially double or triple the work; without such, a repair company would make the first visit.

"I'm not sure how they explain the protection plan is described in the store where you purchased it, but in my store, we are all required to state that it covers one time replacement of the remote, if pixels go out or image gets blurry, if the television overheats, or you have a power surge. I'm sure that no one would tell you that accidental damage is covered, as it is most definitely not covered for a stationary object such as a television. "

As a rule, remotes don't wear out in the contract period, batteries do.  BBY/GS takes no liability in YEAR 1 as the mfr is legally responsible.  Yes, your plans start from Day 1 - this is a major point of confusion/deception.   As for power surge, unless the power supply in the TV is blackened, like a good catfish meal, the mfr repairs any electrical issue if in their hands in YEAR 1.

I do purchase the protection plans on all of my own products, as I believe in the service on a personal level. I was a consumer before I was an employee, and that is what drew me to the company on a professional level."

At least you admitted your conflict of interest.  By purchasing the plans on all your products, congratulations, you're a BBY dream customer.  You are contributing exhorbitant amounts of extra profit to your store.   Personally, you could have done 401k with that money as a much better investment.   Using the best research, 2-3% of major brand TVs have a failure in years 1-4.   On and on. Plus, how about this:  A whole segment of society has for years, deemed service contracts irrelevant (excl contract cell phones) as a consumer electronics purchase:  Asians and Asian Americans that is, Japanese, Chinese, Korean, Indian consumers DO NOT purchase these plans and "scoff" at the absurdity of the American consumer.  They are much better schooled on risk, insurance and the probability of failure than most others (high SAT).  Plus, they understand, inherently and factually, product life expectancies.
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#9 UPDATE Employee

Geek Squad Service Plans

AUTHOR: Anonymous1112 - (United States of America)

First of all, when you accept the protection plan at the register, it asks you if it is acceptable to email you the term & conditions of the protection plan. If you hit accept, it will send all of the information to your email that you have on file with the company. If you hit decline, they are required to give you a physical copy of the terms and conditions, in which the screen will ask you if you were presented with this. If they didn't, you definitely should not hit yes.

As far as coverage goes, for 37" television and larger, it is covered for in-home consultation. You wouldn't even have had to take it into a store. All you had to do was call 1-800-GEEK-SQUAD and they would have scheduled an appointment to come to your home or business to check on your item. Also, whoever said it previously is correct. Accidental damage protection is offered as an Advanced Protection Plan on portable devices only (i.e. laptops, tablets, cameras, ipods, portable gaming consoles, etc.)

I'm not sure how they explain the protection plan is described in the store where you purchased it, but in my store, we are all required to state that it covers one time replacement of the remote, if pixels go out or image gets blurry, if the television overheats, or you have a power surge. I'm sure that no one would tell you that accidental damage is covered, as it is most definitely not covered for a stationary object such as a television.

My views are my own opinion and not that of Best Buy. However, as an employee of Best Buy, I do purchase the protection plans on all of my own products, as I believe in the service on a personal level. I was a consumer before I was an employee, and that is what drew me to the company on a professional level.
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#10 Consumer Comment

It is up to the consumers...

AUTHOR: Ronny g - (USA)

To read the plan and decide if it is best for them.

Some people would like to have a plan that is 179 to replace the laptop if they drop it vs having to buy a new laptop. Some people choose not to have accidental damage but just want a longer warrany period since one year is not much from the manufacturer. 

If someone does not want any plan or does not see the value...just say no. Or get the computer elsewhere. How has Best Buy ripped anyone off here is the real question. I have yet to read a legit argument.
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#11 Consumer Suggestion

Good Value?

AUTHOR: IntheKnow - (USA)

C'mon Ronny G - "actually a good value?"

Without going across the board on all products:



Damage insurance (aka premium plan) for a $399 laptop = $179; this covers years 1 & 2.  45% of the price.   You're already covered for Year 1 for anything other than damage.   $99 just to double the mfr warranty without the damage coverage.



Sadly, these prices are pegged to the retail price of the product, while there is no greater risk of failure or damage based on the retail price.   PLUS, as you know and you've already opined in the past, if a product is replaced with a gift card, it is at the depreciated value.   Anyone with an iota of awareness and knowledge of risk and insurance would not even fathom a thought about these plans.  Only a fraction of all plans sold are used.



All of the gullible, uninformed consumers who still shop at BBY, you are keeping them in business by purchasing these Bleak Squad Black Eye deception plans.   
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#12 Consumer Comment

All joking aside..

AUTHOR: Ronny g - (USA)

...I think this OP still needs some further clarification..

A laptop is a "portable" item. A TV is not. So there is no reason for any consumer to be interested in "accidental" damage on a TV since it is not likely to be dropped..a lap top is much more likely to.

But it is not like any laptop from Best Buy just so happens to come with accidental damage coverage. You still have to choose it. They have service plans in ADDITION to accidental damage plans as they do with any portable item such as cell phones and GPS and cameras.  You will be offered these plans at the point of sale since all employees are encouraged to offer them since not only does Best Buy profit from them..but it is actually a good value...aka very cheap insurance. But no one is "forced' to accept any plan, nor expected  to "assume" anything about them. You decide based on the merits no matter where you shop.

Do you take your TV on trips and vacations and to work with you and to the beach? No? So maybe accidental damage is not needed?

BTW no one will cover if your brat throws a a remote through the screen. That might be covered if you have home insurance but even if they were smart might try to recoup from the little monster lol.

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#13 Consumer Comment

My TV was hit by a meteorite..

AUTHOR: Ronny g - (USA)

...and they never told me it was not covered so I expect they give me a new TV or I will lodge a rip off report.

Coast...you made me laugh so hard soda came out of my nose. Thank you, Once in a while we just need a good laugh even at the expense of some minor sinus damage.
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#14 Consumer Comment

What's not covered?

AUTHOR: coast - (USA)

Did the sales rep mention if the TV would be covered under warranty if it is crushed by a circus elephant?
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#15 Author of original report

will be making a point of being very selctive of where i make any future purchases

AUTHOR: FrankChasteen - (United States of America)

well,  looks like im the idoit this time around; bought eP/P plan in good faith, but didnt take the time to ask or read before buying.

sure if i had read/ asked i would have "known", last time i do/buy anything on "good faith", sure in the future will be readin all info and asking for full detail about gen p/p and well as e.p/p, if i dont like what i hear or what im after is avail.   will not be making a purchase at that store.

still find it a lil strange that laptops get drop/user damage protection, but not tv's, guess they arent as concerned about a tv suffering user damage as there are laptops and other moblie items.

well, not a buyer beware this time..unfortuately a buyer ask,ask,ask and read before buying anything.







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#16 Consumer Comment

????

AUTHOR: Flynrider - (USA)

" was told that "impacted isnt covered on tv's... "
" well at this point i tried to explain that i wasnt told that when i made my purchase "

   If I'm reading your complaint directly, you are upset because you weren't told what was NOT covered by the warranty?    Do you really expect a salesperson to list things that are not covered, as opposed to what is covered?   That doesn't make much sense.  

   Given that extended warranties are generally for the purpose of covering defects in materials or workmanship, expecting coverage for impact damage isn't something one should normally expect to be covered anyway.   

" the whole point of me buying the extra warranty is that i have small kids, figured if something happens i covered. "

  I think you're confusing warranties with damage insurance.   They're not the same thing.

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#17 Consumer Suggestion

Read the Terms

AUTHOR: IntheKnow - (USA)

OP, can I ask a simple question?  Why would you listen to "sales" associates at BBY, much less Walmart, much less a cashier at either?  NONE of them would be considered experts in both the operation of and terms and conditions of the extended service contracts.  In fact, I can almost guarantee that the vast majority of "pitches" for these plans have at least one incorrect interpretation or outright lie in every single "pitch."



Without copying as such, FACT: neither BBY NOR Walmart cover physical damage/impact to TVs, only electrical and electronic failure.  TV's are solid state and are not portable.  Why would I, as a business, incorporate damage insurance into the plans and inflate the prices beyond belief when the items are not portable? 



OP, as long as you haven't actually had BBY invoke the plan, you should still be able to get a prorated refund on the plan.  Look at the extreme mouse print concerning cancellation. 





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#18 Consumer Comment

abuse

AUTHOR: coast - (USA)

Equipment abuse is not covered under warranty.
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#19 Consumer Comment

Why would they cover that type of impact?

AUTHOR: Ronny g - (USA)

When you make any purchase at Best Buy if the product has any kind of service plan available be it an "extended warranty" type, or accidental damage which would cover "accidental" impact you can not say "yes" without being offered the terms in writing. Go ahead and try it. First you have to agree to accept the plan at the machine where you swipe the card, and then you have to agree that you received the terms or choose to have them emailed to you. Unless you were shopping while asleep I do not see how you failed to miss this.

I can understand why you would be upset but it is not a scam if you did not have a warranty to protect against impact and then when it gets damaged from impact they do not cover it. Just think of it like car insurance. I would ask if I have coverage from impact, theft liability etc before I pay. Not to imply I am wiser then you or a better shopper but how is this report legit if it is you who made a mistake by not knowing what you were purchasing?  What if it got burned up in a fire. Would you blame the sales associate or the company because they did not tell you it is not covered in a fire when you bring in a melted down TV for warranty?



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