Best Buy Stores, LP - US Headquarters Renewal Plans a SCAM Internet, Internet

Below is the report from the BBB that I maintained while trying to get my issue resolved. I initially filed a complaint about BEST BUY geek squad not honoring my protection service plan. I was told my plan had full coverage and accidental when I first purchased the plan in 2007. I renewed the plan in 2010 and I never received details of any changes to my plan. Long story short best buy claims they only cover normal wear and tear and I would have to pay for my computers screen to be repaired. I was also told my model laptop is so old that most likely they dont have the parts to fix it. I am furious because Best Buy never provided details of the renewal plan and I should not have to pay outta pocket for any repairs. Also they shouldnt sell renewal plans for older models if they are not going to be able to make proper repairs. Their warranty and protection plans are SCAMS.  

Consumer's Desired Resolution:
I want my laptop either repaired or replaced.

BBB Processing

01/01/2012                web       BBB        Complaint Received by BBB

01/03/2012                TC         BBB        AB Complaint Reviewed by BBB staff

01/03/2012                Otto      EMAIL     Send acknowledgement to Consumer - AB

01/03/2012                Otto      EMAIL     AB Send acknowledgement to Business

01/13/2012                              BBB        MORE INFO RECEIVED FROM THE CONSUMER :

Today is Jan 13, 2012 and I have yet to receive any word from the best buy company.

01/16/2012                OttO     BBB        No response from business

01/17/2012                TC         BBB        No response to first notice to business

01/17/2012                Otto      EMAIL     Second Notice to Business

01/19/2012                WEB      BBB        RECEIVE BUSINESS RESPONSE : Dear Mrs.

Thank you for contacting Best Buy through the Better Business Bureau in reference to the terms and conditions of your service plan.
 Confirming our telephone conversation of today; an email was sent to your address of the terms and conditions of your plan. After considering the cost to repair the computer screen, the prorated amount refunded if your plan is canceled and the cost to purchase a new computer, you will let me know your decision.

Your gift card will also arrive in 10 to 14 days. Please let me know if I can be of further help to you. I look forward to hearing your final decision.

It was good to meet you and Happy New Year.


01/19/2012                TC         EMAIL     Forward Business response to Consumer

01/24/2012                WEB      BBB        RECEIVED CONSUMER RESPONSE : (The consumer indicated he/she DID NOT accept the response from the business.)

 I do not accept the response from Best Buy. The reasons are Best Buy has still failed to provide me with a DETAILED copy of the conditions and terms of the renewal plan. I was emailed a screen shot of the performance service plan which
I already have from when I bought my laptop back in 2007. In the pamphlet it states on my copy and the one I was emailed and I quote '' Most plans are renewable at the expiration of this plan. Renewal terms and conditions may vary
from this plan. Renewal inquires or purchases can be made by calling 1-888-bestbuy.'' That is not sufficient information and I am disappointed that at this point no one can still provide me with the terms and conditions of my renewal. I called like I said in my initial complaint to inquire the details of my plan and I would like a copy or if someone can track that call record to verify what information was ex-changed between myself and the customer server I spoke to. I was given incorrect information and false hopes of having my laptop repaired. Second, not only can Best Buy provide actual proof of this renewal plan but the only resolutions they are offering me is a $50.00 giftcard and possibly a prorated refund of my renewal expense if I submit a written letter to the company. I was also told that the lowest price for a laptop at their
store is $349.00 that's nice but I do not have $349.00 to buy a brand new laptop. My laptop was in working condition until my screen cracked. And since I never received any details of my renewal, I was unaware that accidental damages
were not covered. I am now without a laptop and I just started graduate school classes. This whole situation is making me very stressed and at this point I am ready to contact my attorney and go to the local news station to report Best
Buy for fraud and false advertisement if my laptop is not repaired or replaced.

01/24/2012                TC         EMAIL     Forward Consumer Response to Business

02/06/2012                OttO     BBB        No Response from Business re: Consumer

Rebuttal
02/07/2012                TC         BBB        RECEIVED SUBSEQUENT RESPONSE FROM

BUSINESS : Dear BBB,

 I just received an email from Mrs. on Sunday. I have responded to her email, requesting additional information. We are continuing to work on resolving her matter.
  Respectfully,
 Teresa

02/07/2012                TC         EMAIL     Forward Business response to Consumer

02/16/2012                WEB      BBB        RECEIVED CONSUMER RESPONSE : (The consumer indicated he/she DID NOT accept the response from the business.)

 The issue has not been resolved. I provided all information asked. I mailed back the 50.00 gift card because under no circumstances will i accept a 50.00 gift card when i paid well over 600.00 for that laptop. I still have not heard from
from anyone as to what can be done about this. Im extremely upset and fraustrated its taking this long. It has causes me a great deal of inconvenience not having a working laptop. After this ordeal I will no longer be a customer of best buy and I will let my family and friends no that this business is a fraud when it comes to honoring their insurance and warranty plans.


02/17/2012                TC         EMAIL     Forward Consumer Response to Business

02/28/2012                OttO     BBB        No Response from Business re: Consumer

Rebuttal

02/28/2012                TC         BBB        RECEIVED SUBSEQUENT RESPONSE FROM

BUSINESS : Hello Mrs.,
  Thank you for contacting Best Buy through the office of the Better Business Bureau about your laptop computer repair or replacement request under the Performance Service Plan (PSP). I am Steven with the Executive Resolution Team at Best Buy Corporate Headquarters.

I am sorry to hear about the information received regarding the PSP coverage benefits for your laptop computer and I understand the frustration that this situation must cause for you. We value feedback such as this, as it helps us
make decisions for the future of our company.  I wanted to begin by introducing myself. I am reaching out to others in the
company regarding this, and we will be in touch with you again soon. We will need a bit of time to look into your complaint, to give you the best assistance possible. At any point you are welcome to email or call me directly, at my
contact number listed below. You may also be contacted by local management about this.
  Thank you again for your email. We will be in touch with you again soon.
  Respectfully,
  Steven Waligoski
 Executive Resolution Team
  Best Buy Corporate Campus

(612) 292-0142 (Direct) (952) 430-5176 (Fax)   steven.waligoski@bestbuy.com

02/28/2012                TC         EMAIL     Forward Business response to Consumer

02/28/2012                              BBB        MORE INFO RECEIVED FROM THE BUSINESS :

Mrs.,
  I am very sorry we did not offer the solution you were hoping for. I believe we offered the Best Buy gift card to sincerely express we understood this was a disappointing experience. This would be the solution we can offer. I provided below a link to our Geek Squad website sharing the terms and conditions to our renewal service plans. Directly we would not be able to offer a replacement or continued repairs.
 http://www.geeksquad.com/uploadedFiles/wwwgeeksquadcom/protection_plans/103402-BBY%20Renewal%20SF%20Copy.pdf

  Thank you for bringing your continued concerns to our attention.

  Sincerely,
 Jennifer King

  Best Buy Co.