• Report: #236565

Complaint Review: Best Buy/Geek Squad

  • Submitted: Mon, February 19, 2007
  • Updated: Wed, February 21, 2007

  • Reported By:Manhattan Beach California
Best Buy/Geek Squad
5000 W 147th St Hawthorne, California U.S.A.

Best Buy Warranty Scam Basically just a ploy to take your money. They don't fix anything just send it away. Hawthorne California

*UPDATE EX-employee responds: how to get a new Ipod from best buy

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I bought my ipod 30 GB photo basic in June of 2005. I also bought the 3 year warranty which is a ripoff because if you come back in the first year they blame apple and say its apple's warranty. So basically I was sold a 3 year warranty at the price of 2 years. At the time, there was no geek squad.

In January of 2007 my ipod died like most ipods are known to do...and it wasnt because of the battery. After waiting 1 hour to get to the front of the customer service line, I was put into a Geek Squad line for another half an hour. I was serviced by some kid who had no clue what he was doing and even thought my ipod was a video ipod (5th generation).

So then I describe the symptoms and he drops my ipod and then attempts to plug in my ipod...it charges so he says my ipod is fine, hands it back to me and drops it again. Frustrated by this kid's incompetence and his failure to listen to my symptoms of whats wrong, I leave and get in the line for the other employee.

Again, he has no clue what hes doing so i run the diagnostic built into the ipod to show him that it clearly doesnt work. Amazed and somewhat insulted, he agrees to send my ipod in. It takes a month and really nothing was fixed as I get it back and its again corrputed. Not only that but my ipod's screen is all scratched up (which i had used a screen protector to protect it before this).

I return to best buy today and this geek squad guy takes my ipod into the back..he lies about how he rans tests on it under PSP (no clue what that means) and i say here lemme show you how its corrupted. I notice there is no battery left and i ask him to plug it in...OOPS big mistake for him because now he says I couldnt find the adapter...so how did you run tests on it when I know before hand it had no battery...his next lie...the usb cable...nice one bring it out and plug it in and charge via usb..he agains admits he lied and he can't find that either so he decides to send my ipod back in..again. I expect it not to be fixed. again. for the 3rd time. Do something best buy and geek squad...im calling you out.

Harry
Manhattan Beach, California
U.S.A.

This report was posted on Ripoff Report on 02/19/2007 07:13 PM and is a permanent record located here: http://www.ripoffreport.com/r/Best-BuyGeek-Squad/Hawthorne-California-90250/Best-Buy-Warranty-Scam-Basically-just-a-ploy-to-take-your-money-They-dont-fix-anything-j-236565. 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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#1 UPDATE EX-employee responds

how to get a new Ipod from best buy

AUTHOR: Kristy - (U.S.A.)

How to get a new IPOD from Best Buy

there is a new feature just added to the best buy service (PSP) plan a few weeks ago (some locations late last year) called "rapid exchange"

basically what you do.. is totally discharge the unit so it won't turn on.. then go into geek squad during off peak hours (not weekend if possible to avoid the lines due to labor cuts) and say "the unit wont hold a charge" and that you would like to take advantage of the new "rapid exchange" PSP program.. since it's a new program you might have to tell the geek agent how to do this.. basically say when they create the Star tag .. don't select "repair" but rapid exchange..

at this point you give them your old ipod.. and the factory sends you a refurb model (that looks like new of the exact same model# as your existing one) your should recieve it in about 3 business days..

your service plan warranty still runs to it's original ending date.. the differance between this "rapid exchange" program and the "no lemon" after 3 qualified (where parts are changed) repairs is... no Lemon gives you a brand New Ipod off the sales floor.. meaning if you purchase a Generation 3 model and today's version is GEN 6.. you get the GEN6 the rapid exchange is for the same model as yours (gen3)

if you've already sent it in for repair (which it appears to be in your case) then I would call the store and ask the name of the stores Geek Squad "counter-ops" person is.. and ask to speak with them (no one else) this person although NOT a manager tends to handle all the geek paperwork and in my opinion knows more about the process then the service manager or "DCI agent"

ask them to file an escalation to the service center to have the item rapid exchanged or fixed ASAP due to you having to leave it in for repair multiple times. if they don't approve that and it comes back again unrepaired.. 1st ask the store manager if he will do an instore exchange.. some will for customer satisfaction reasons, if not then wait a few days and send in for rapid exchange. the tech was incorrect during the 1st year best buy will cover any repair under the PSP but they bill apple for it (transparent to you the buyer)

Warning to all Best Buy customers:

one last comment about your attitute in the posting below.. I understand your frustration but I would suggest trying to be VERY polite and VERY Calm when dealing with Best Buy employees. there is a perception that "the customer is always right" and that it's ok to yell or scream at retail employees.. The truth is the company WANTS you to get angry, to yell & scream in the store, and make a scene perhaps customers think by doing this other customers will see what is happening and will leave without buying anything.. it will totally backfire on you..

The truth is .. store managers are trained for this.. when a customer starts yelling they will politely ask you to calm down or leave the store.. when you say "I'm not going anywhere until this is resolved" they will pickup the phone and dial 911.. the Police will arrive and they will NOT listen to your "civil issue" they will tell you to leave or arrest you for criminal tresspassing..

when other customers ask any best buy employee "what's going on" we were told to say "I can't go into specifics of this situation" (to prevent being sued) but to imply a "safety issue" In one case at my old store a Mom asked "what do you mean?" I overheard the manager say.. "well.. it might be a good idea to keep a close eye on your daughter while shopping in public.." Yes I'm not kidding.. by getting upset at the store over a bad repair, or refusing a refund.. the store will imply your a nutcase or much worse. then when you, the customer, try to gain support for your issue from other customers nearby.. they will either walk away or say things like "stay away from me you creep.." you won't be able to figure it out

understand dealing with retail stores is a power game.. they will push your emotional buttons to get you to react or bait you with "sir I don't feel comfortable with your tone of voice.. are you threatening me if I don't return this item for you" remain calm and stick to the issues..

best of luck and I hope this help you get a new IPOD..
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