Complaint Review: Geek Squad - Myrtle Beach South Carolina
Geek Squad Best Buy Warrantee vs no warantee Myrtle Beach South Carolina
COMPLAINT CASE #245590628
In December of 2016, I purchased a Microsoft Surface Pro4 with accessories from Best Buy in Myrtle Beach, SC with a 2 year Geek Squad protection plan expiring on January 14, 2019. On November 30, 2018, I received a renewal notice by email for this plan. I purchase the renewal at that time and on January 15, 2019, I was charged $161.99 on my visa card for this GEEK SQUAD RENEWAL. I was prompted to print out the paperwork that indicated an expiration date of 1/14/2022.
My computer started to have problems in July 2020 and I called the Geek Squad for an appointment to have the computer evaluated. I was told at that time by “Mike” that my warrantee expired on 1/14/2019. I told “Mike” that I had renewed the warrantee and gave him all the pertinent information I had printed out including the expiration date of 1/14/2022. He stated that I had never renewed, however, he gave me an appointment for the Geek Squad at the Myrtle Beach store.
I took all my information and arrived timely for the appointment. After about 30 minutes, I was told again that there is no renewal and there would be a fee. I presented all the renewal paperwork to which I was told that this type of warrantee was discontinued several years ago and my renewal was never completed. I was nice and left the store.
When home, I called the Geek Squad help line again, waited 60 minutes and spoke with “Chris” who went through all the particulars again and again stated that there was never a renewal according to their records. Again, I explained that I completed the renewal and gave the dated of the emails from them and the date my visa card was charged as well as the expiration date of the new warrantee. “Chris” then said that I would have to speak with billing department and it would only be two minutes and she would tell them everything so I wouldn’t have to repeat myself for the third time. Then left me on hold for 45 minutes.
The next woman was with the billing department who again asked for all the information again and again stated that I did not renew the warrantee and it expired 1/14/2019. The previous girl did not pass on the information but placed me in the back of the cue for answering. Now after all her going back and forth and giving me no new information on my renewal, I then said that I have documentation from my credit card company they were paid on 1/15/2019 the amount of $161.99 for a renewal of the warrantee with an expiration date of 1/14/2022. Since she was telling me that I never renewed the warrantee, I said that I want a refund for the money they accepted and did not deliver. After another twenty minutes on hold, she said that they could not give me my refund because now they have a found a receipt and whatever I purchased was now expired. At that point, I asked for a supervisor to which she said “NO” and a supervisor could do nothing to help. When I refused to accept that, she laid the phone down until it disconnected. You could hear her moving around through the microphone.
I called back and left my number and waited two hours for a return call and then spent another 45 minutes on this call. I spoke with “Jamar” and again stated all the particulars. There was nothing noted in the file and he again stated that I never renewed the warrantee on 1/14/2019. I requested a refund because they charged my credit card and never gave me a warrantee. He responded that he could not do that because they would terminate him. I again requested a supervisor to which he said “NO” but did put me through when I would not accept his “NO”.
I then spoke with Cecelia who said she was a supervisor and went through all the particulars again. She stated that there was never a renewal and if I thought I did renew that it never went through. When I told her OK and to just refund the $161.99 they charged my credit card for the renewal, there miraculously was a renewal that expired and there was no refund to be given.
Why are you making your customers that spend a lot of money in your store be subjected to this SCAM. This is a SCAM. I have all my documentation to support my claim. I paid for a warrantee that according to Best Buy’s own records was never renewed and when I requested a refund, a renewal miraculously appeared BUT it had expired. I spent 12 hours on July 16 working on this to no avail. I am just disgusted, frustrated and exhausted. I have a computer that needs repaired and I was going on my documentation from your company that I renewed, paid for and had a warrantee to be effective until 1/14/2022.
I also am appalled that you have outsourced your customer service to the Philippines and give them a “script” to say and they repeat the same thing over and over and you get nowhere. You are not allowed to speak with a supervisor and they will say anything not to give a refund in fear of termination. Where are your morals.
I AM EXTREMELY DISGUSTED WITH YOUR BUSINESS PRACTICES. I TRUSTED THAT YOU WOULD PROVIDE ME WITH THE PRODUCT THAT I WAS SOLD BY YOUR EMPLOYEE BUT INSTEAD I GOT NOTHING. YOU TOOK MY MONEY AND DID NOT DELIVER THE PRODUCT.
This report was posted on Ripoff Report on 07/29/2020 05:15 AM and is a permanent record located here: https://www.ripoffreport.com/report/geek-squad/myrtle-beach-south-carolina-1498176. 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content
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