Best Buy Extended Warranties

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Michelle of Chicago, IL June 13, 2009

On 4/20/09 We purchased a 52' LG LCD Flat Screen TV, I had a baby later that day and he was born with a heart defect and needed surgery so the TV was not a priority to us, we left it in the box in our living room. Things have settled down and we finally took the TV out of the box on 6/12/09 and its broken...The screen is damaged on the inside of the TV. I called best buy and they said since we had the extended warranty to call Geek Squad, they said it wasn't covered due to the type of damage. So we called the manager at Best Buy who told us that it didn't leave his store damaged and that we did it. I called 888-Best Buy and they said we waited too long to plug in the TV to find out it was damaged and it couldn't be returned and we had to pay for any repairs.

Darena of Springfield, MO June 8, 2009

This is the 3rd laptop I have purchased at Best Buy. The 1st was an HP, 2nd a Toshiba, the 3rd HP. I purchased the full service warranty on the second computer (TOSHIBA). The computer hit the skids and I only had it for 2 years. I decided to buy a new computer and send the second one off for service through Best Buy. I could not do my school work and work without having a laptop while the second was being fixed. I have to admit, my first 2 laptop purchasing experiences at Best Buy were uneventful.

The 3rd purchase was disastrous. I came in to discuss how the service agreement worked for my broken laptop. Also, I intended to buy the new laptop. I had researched a few computers and had an idea of what I wanted/needed. I started looking on the floor and asked an associate about one of the computers. I mentioned I was sending another computer for service and the associate didn't even let me finish what I was saying before he told me I had to speak to the "Geek Squad" first. I did not need to because I had already spoken to them and regardless I was going to buy a new laptop. The guy was rude and I continued to look on my own. It was nearing closing time, so I returned the next day to finish looking and complete my purchase. I bought my (3rd computer) the HP laptop. The associate "sold" me on the 80 set up plan. In selecting the laptop, I asked the associate if it had Bluetooth. He indicated that it did and even helped me pick out a Bluetooth mouse!

I left my laptop around noon w/ the geek squad to set up the computer and remove all of the introductory crap. They told me I could come back at 4p. I would like to note, every trip from my house to Best Buy is THIRTY MINUTES! I came back over to Best Buy about 6 pm (two hrs after I was promised my laptop). The geek squad person told me it was not ready. Again annoyed, I left and went back home. I called the store about 8 p to see if my laptop was ready. The clerk said no, but it would be ready before closing. At 8:15p I started my 3rd trip of the day back to Best Buy! I got to BB and the computer was still not ready to be picked up. I asked the desk clerk..."what the heck is going on here!?” I was there 15 minutes to closing time and the laptop that was left almost 9 hrs prior was STILL NOT FINISHED!

I felt sorry for the clerk, but I drove a TOTAL OF 3 hours in the same day back and forth about this computer. The clerk said they would not leave until the laptop was finished. It was already 8:45 and I did not have the time to sit there and wait for an UNDETERMINED amount of time. At that point, I would have expected someone in management to apologize or SOMETHING! It was not the clerk’s fault. I called late the next morning and the laptop was finally ready. I drove back to Best Buy and picked it up. I came home and started to familiarize myself with the laptop. I tried to install the Bluetooth mouse, but could not get it to work. I called the HP help line to figure out how to activate the Bluetooth. The guy from HP talked to me about 45 minutes and I could not get the Bluetooth to work. I had already wasted about thirty minutes prior to calling the help line on the FAQ and the manufacturer's website. The next day, I took the laptop BACK TO BB. Counting trips, this is my 5th trip to BEST BUY. I went to the geek squad and the clerk was very nice and she could not get the Bluetooth to work either. She suggested returning it for a new one because something was wrong with the computer. Okay fine. I had some personal information on the laptop and could not leave it to be exchanged without taking off my personal information, documents and photos I had transferred from the old computer.

I went home, removed my information and returned the computer BACK to BB. On my 6thTRIP and 6 hours of driving back and forth, the clerk who helped me this time told me the laptop WAS NOT Bluetooth capable. I was nearing the end of my rope and bought some type of USB adaptor. Truly exhausted and worn down, I went back home and attempted to get the USB drive to work. I COULD NOT. I was so angry with best buy and the geek squad and the huge run around I received. I packed up all the crap I had bought including the laptop, the Bluetooth mouse, and the worthless adapter and took off on my 7th trip to BB. I arrived at the store and told the clerk I wanted to RETURN everything. Unfortunately I had to exchange the stupid laptop. I told the clerk that I DID NOT want the 80 set up again because I did not have any more time to WASTE on the computer OR in BB!!!

The clerk informed me the 80 set up fee would not be refunded. I was stunned. Here I had driven 7 hrs round trip to best buy plus the hours I wasted on the HP site and with the HP Help. There was no way in H&LL I was going to waste any more time in the store. I told the clerk to just get his supervisor because my 80 was the LEAST I should be “given”! The supervisor came out and said they do not return service. I told him the service did not help me in the least and I had wasted way too much time, frustration, and gas dealing with this nonsense. The clerk said he could not refund my service amount even though I wanted nothing to do w/ this "service" on my new laptop. I told the clerk he might as well go get the store manager because I was not leaving without my 80! An apology would have been nice too. Another "manager" came out and said they were going to make an exception but to be advised in the future services would not be refunded. I told this "manager” I had spent several thousand dollars in Best Buy (tvs, 3 laptops, service plans) and I had no intention in EVER buying anymore of Best Buy's services. He said it is not their fault how far I live or had to drive. Agreed, BB is not responsible for where I live, but they are responsible for errant advice, hassle and inaccurate completion times. That is what I got for 7 hours of driving, wasted time and a laptop I was STILL NOT happy with!!!! How about a sincere apology?

UNFORTUNATELY, I still have to take my second laptop back to send it off for service. I have waited several weeks because I cannot stand the thought of BB let alone having to having to walk in the place in conduct business. Regretfully, there are not a lot of electronic stores BESIDES Best Buy. Clearly they are aware and conduct business accordingly!!

Tricia of Redwood City, CA May 14, 2009

Don't bother buying any "warranty" from these folks. My washer broke after only 2 years (Duet Whirlpool Front Loader for 1,200 bucks) UNDER WARRANTY and they took a week before they could send out a technician, then he "diagnosed" the problem, then another 7 days before they could send out the part and tech guy again. This is ridiculous. Wait over 2 weeks for service? My laundromat bill was 35 each 3 days. Horrible.

Well, finally the tech DOES come out, an hour late, and when he opened the box with the new motor (yes the old one broke after only 2 years!) the new motor was broken as well. Guess what? Another week wait for the new part and appointment. DON'T BUY ANYTHING AT BEST BUY THAT NEEDS A WARRANTY PURCHASE. You will get NO service. They laid off many service people so the guy is over worked he said. No technicians to handle the load.

Joyce of Cincinnati, OH May 16, 2009

We bought an extended warranty on our Whirpool dish washer when we bought it going on 5 years ago., which we only got to use a hand full of times out of the five years we had it. The extended warranty was 300.00 plus the dishwasher was 500.00 We have no idea if it was how they hooked it up or what, which we paid for the installation also, but never did clean our dishes. I would call them and they would say I wasn't loading the dishes right, or I should use a different dishwasher liquid

We have called several times because it just would not clean our dishes, their guys would come out , and they would take something out and we would have to wait for a week or two, just for something else to go wrong, since it started leaking at the sides of the door, not the bottom but at the sides, and this is how it has been since we had the dish washer, to finally they send one of their guys to change the motor, and they poked a hole in the drum, now they say it isn't covered with the extended warranty. They want to blame us for the hole, but it is funny the hole is directly under the heating element, right were they take the motor out. It didn't leak while he was here and turned it on, but when I went down stairs our ceiling was pouring.

Thy do not honor the lemon law. This isn't the first time with us with Best Buy, you would think we learned our lesson the first couple times with the computers we have bought from them. They say they have a geek squad, for what? They are of no help, and they are rude. Well we have learned our lesson...we will never buy from them, and we encourage anyone that is planning on buying to buy else where. I am sorry we have spent as much money at Best Buy through the years when we have got nothing that works. Oh by the way, they will misplace your records also until someone else finds them. All the times we have had trouble with them, they never once honored what they promise.

Susan of Centereach, NY May 18, 2009

Purchased a Samsung 46" DLP in 2005 with an extended warranty. On April 7, 2009 we experienced the tv shutting off intermittently. I called in for a repair at Best Buy. Best Buy sent a third party to check it out, Rod's TV repair service. Rod's service came in to my home and carted away my tv to be repaired. They told me it would be 10-14 days.

I called Rod's, 3 weeks later and said they are waiting for Best Buy to order the part. I called Best Buy and they had no idea that a part needed to be ordered. It is going on the 7th week that I do not have my TV and each time I call Best Buy they have no idea when the part is coming. They told me they are still searching for it. How long are they going to search-until my warranty is up? Every week I call into Best Buy and they don't seem to have a clue to what is going on with my situation or the part.

Geek Squad has the worst customer service and really don't care about the customer. They always end the call with, "I apologize for any inconveniences and I am going to follow up on this and give you a call back tomorrow." Needless to say I never receive a call from them the next day. I would like someone from Geek Squad to live without a tv for almost 7 weeks now.

Today I have called and spoke to the supervisor and he didn't have any answers today either. He didn't even have an ETA for the part. I will be visiting the store where I bought the TV and start screaming over there as well. If they can't find the part and fix my TV then they should issue me a new one without question!

I paid 3000 for the TV and another 400 for the warranty and I'm receiving very bad customer service and no tv for 7 weeks. Not even a date insight for when it will be repaired!

Jan of Napa, CA May 3, 2009

I took out the extended warranty. 8/7/07 -bought an hp pavillion dv2550se laptop. started having problems a few months ago. they replaced the mother board. Had a bad ethernet. brought it home/still was not working 100%. This was just a within the past month. Then it was freezing up/stalling/took it back they said to a system recovery. I had made the back up disc. But when it came time to using them the system would not recognize them. I paid Staples locally to handle the backup on an external hard drive and do the recovery.

Brought the computer home still was not working right. Took it back to Best Buy I was told by Staples that the hard drive more than likely was bad. Under the extended warranty with Best Buy I should not be charged for Analysis of system which they did charge for 69.00 dollars. They called two days later said, I had a bad hard drive. They did reinburst the 69.00 dollars. I was then told it would be 130.00 for them to do the recovery.

I was told to call an 800 number to get the new recovery disc. I did and pd for the new disc. Dropped it off at Best Buy. Was then told I didn't have to pay for the recovery process. Left the disc. Went back yesterday May 2,09 and was told the recovery disc that had been sent to me was wrong. I was then told by Best Buy to call again and get proper disc. I called. The manager I spoke with said I had purchased the correct disc. This disc would not be recognized by my system with the new hard drive. I phoned Best Buy back spoke with assistant Manager Tiffany. I told her I was both frustrated and angry that my system less than two years old was having so many problems. Not to mention all the flack with her help in the Geek Squad and trying to have me pay for things that were covered under warranty. I told her my story. She said she would look into the matter and call me back in 24 hrs. I called her today, Sun May 3rd and nothing has been done. I said if they could not resolve the matter they could give me a new system. I have the original receipt. Total payment was 1511.10 349.00 was for the extended warranty for three years. Now I am out my system. I told them I was unwilling to call the 800 number they provided me with again after much undo stress in speaking with someone from Asia who could not speak English properly.

Laura of Charlotte, NC May 8, 2009

I bought a notebook from Best Buy and purchased their extended warranty. I was told that if the same thing broke on my computer three times within the warranty, on the fourth time I would get a new computer of my choice. In the first year I owned the computer, it had multiple problems. I sent it in through my manufacturer's warranty because it was about three times as fast as shipping it out through Best Buy. After my manufacturer's warranty ended and my computer broke again I sent it in through Best Buy. It was already my third hard drive. I was told (for the first time) that because I had sent it in through Gateway and not them that the repairs did not count towards "junking out" this computer. NO ONE ever told me this. NO ONE gave me a copy of my warranty. It was falsely represented. They should be happy I had it repaired through Gateway- it saved them money!

They would not accept the documentation from Gateway proving the repairs were done. I was also promised a new computer by the Geek Squad when it was sent in because it had so many problems. I did not get a new computer even though I complained. There is no one to call about the warranty, and the service center avoids customers by not having a phone number. You can only complain through the Geek Squad, and they have no power to do anything and they also do not care. My computer is in for the fifth time right now (through the Best Buy warranty alone; this does not count the times I sent it in to Gateway). They are STILL denying me a junk out. I have complained that when they have repaired the computer the same things they have repaired keep breaking.

I think they are replacing the parts with parts that are about to give out (saves them money I guess). The integrity of the repairs is VERY poor. When they put my keyboard back on after replacing some things under it, they did not line it up correctly and the keys crunch when I try to type just to add to my frustration. Since there is no one to complain to, my only option is to hire an attorney. They know that, and they know that it's not worth it for someone to do. The warranty is a sham, the employees are undertrained about it, and they DO NOT HONOR IT. I will NEVER shop at Best Buy again for any reason.

Michael of East Falmouth, MA May 5, 2009

I bought an Acer Laptop computer and when I was checking out, the saleperson advised that I purchase the VERY expensive "Accidental damage" warranty. This person told me that absolutely anything was covered. I work on ships and considered this a worthwhile policy to buy, even though it was almost as expensive as the computer itself. My son borrowed the computer to bring to college and dropped it from a moving vehicle. I told him not to worry as it was 'covered'...NOT!!!!

The geek squad told me it WAS NOT COVERED! When I told them how the policy was represented to me, that ANYTHING was covered,they refused to help. I feel like I was ripped of by some street corner hood! What a joke it is to deny any help after being stupid enough to purchase a very expense warranty.

Never Again will I buy from this place!

John of Hueytown, AL May 2, 2009

Purchased a HP 42"Plasma tv in Aug. 2009, I purchased a PSP at that time. April 26, 2009 the picture started fading in and out, no stability at all. I called Best Buy April 27, 2009, and was given an appointment for May 1. The geek squad member arrived, turned on the tv told me it needed a Z card and he didn't have one. He had by chance had to use his last one earlier in the day for another customer. He idd say the new Z card would be ordered and shipped by second day air and the appointment for replacement would be May 12th. I didn't realize that 2nd day from May 1 was May 12. The bad thing is I'm recovering from surgery on my leg and spend most of each day in a recliner with my leg in the air.

When the geek squuad member left a email was received showing a customer charge of 746.63 One thing I do know is that I will never shop Best Buy again

Jerry of Tullahoma, TN April 16, 2009

bought a new laptop from this store. one big reason was they said they handled the warrientes there, bought 3/22/09 have 1 year warriety. 4/14/09 it would not boot up. carried it back. was first told it was a software issue then was told operating system problem. and for 280.00 they would reboot it for me or sell me an operating disk for 40.00 but it would take two wks. for it. that was my only options. they said if i did not do it i had an expensive paper weight.

i contacted the bbb. they suggested i contact toshiba, they said they would send me the disk free of charge and that best buy had no right to demand payment for the warrenty work wheather they booted up or gave me a toshiba disk.

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