Best Buy Geek Squad Best Buy stole $250 from me because they can Stuart Nationwide

Best Buy / Geek Squad 


It has been over 48 hours since my last call.  I have still not received an email confirming my refund of $250.02.  I would really like a response back regarding this matter.  I am now paying interest on your charge.    


Sent from Yahoo Mail for iPhone 


On Wednesday, March 23, 2016, 10:43 AM, Joelle Fritz <fritzjoelle29@yahoo.com> wrote: 
On January 9th I went into a best buy store with a phone (772-204-4682) that I have insured under Geek Squad protection plan.  Since then the following has taken place: 


1/9/16 Service Request # 1112051 


1/12/16 I received a refurbished phone that was unable to be unlocked.  I called geek squad and after multiple calls and going into a best buy store to have a technician assist me, the phone was still unable to be unlocked. 


1/14/16 Spoke with Sharon @ Geek Squad who issued a gift card @ 910 am.  confirmation number provided was 304796 


1/18/16 I received a second refurbished phone from geek squad and the same problem occurred with the second refurbished phone.  Again i went into best buy store and worked with a technician.  The SIM card was exchanged and still the phone would not unlock. 


1/19/16 began working with Apple who issued me another phone since geek squad said the problem was not on their end and that they could no longer help me.  Apple and Sprint were able to help me unlock the NEW phone that APPLE sent me.  I returned the initial broken phone to Geek Squad.  I returned the 1st locked refurbished phone that Geek Squad sent me to Geek Squad. 


1/26/16 Spoke with Rachel for 27 minutes and case was escalated. This was due to emails that I was receiving that the phones I returned to Geek Squad were locked.  Rachel assured me that the case would be resolved and I would not be charged.  Case # 173550016 


2/6/16 called again after receiving another email demanding that I unlock the phone or be charged.  I was dispatched to the department that handles charges.  Case # 174434897 


3/1/16 called again after my credit card was charged $250.02.  Spoke with Jennifer for 39 minutes and then was transferred to supervisor Cher for a total of 50 minutes and 23 seconds.  At that time, I was told the case would be resolved and that the charges would be refunded.  I was told we are so sorry for the inconvenience but there is nothing we can do except refund the charges and to escalate the case for someone in Best Buy or Geek Squad to call you back from corporate.  I was provided with 2 emails to contact customer service. 


3/23/16 Charge of $250.02 has still not been refunded.  I called again today.  This charge is on a credit card that I am being charged interest on.  This is the worst customer service and communication I have ever experienced.  I have used Geek Squad for 10 years.  After this experience I have nothing good to say about the company or your service.  Case #  176797003.

3/29/16 I called again and spoke with Anyuri in the Renewal and cancellations department.  Then Shannon in the customer relations department.  Then Danielle in mobile department (ID #A1219611).  At the end of that call I was finally transferred to Edgar in the mobile service department.  He explained to me that we could walk through the unlock your Iphone again to assure that the phone was not locked.  Case # 177083450.  Due to not having the sign in email/password I had to call once my son got home from school.  I did so again on 3/29/16, calling 1/888/Best-Buy and spoke with Wally.  Wally went through the case with me again and walked through assuring that the iphone was not locked.  Wally then escalated the case to a GSER (Geek Squad Emergency Response) with Jovan and told me that I would hear back via email the results.

4/5/16 Filed a complaint to dispute the charges with the credit company that the charge was charged to.

4/5/16- No response, I called 1-888-Best-Buy again.  Spoke with Ryan who said the case is still open.  Ryan asked me if Best Buy sent me the phone back since it was no longer useful to them.  I explained to him that I was told it was in a bin with hundreds of other phones.  Ryan then transferred me to Diana in the Mobile Services Department.  Diana again told me my phone is locked and it is my responsibility to respond to the emails that were sent out and because I did not so within the 30 days that the charge is valid and there is nothing that they can do for me.  I explained to her that I have called multiple times through February to assure that I was not charged.  She said there is nothing further that she can do for me.  I asked who I could speak to and she said her supervisor and then said it will be awhile.  I explained to her that I spent 3 hours on the phone on 3/29/16 and I would gladly wait to speak to a supervisor so that I could get someone high in Best Buy to hear my complaint.  She stated "its going to be a long day"

Additional Case #'s from other undocumented calls 
Case # 173077289 
Case # 173073274