Complaint Review: Geek Squad at Best Buy

Might I ask how you got home and "discovered your screen was cracked"? If you did have the advanced plan that covers accidental damage, they should cover a replacement if the repair cost exceeds that of the value of the computer. However, if they did research and deemed that the "accident" was no real accident and was actually "intentional damage", there is a clause in the terms and conditions that states (in standard English terms) that you will forfeit your protection plan. Oh, and believe me, it happens. There was a computer that came into our store just the other day that this couple didn't buy Black Tie on, but they tried to bring in a receipt from a different computer they HAD purchased Black Tie on. Yes, we can tell the difference. As illiterate as some people think we are... Back to the story, this computer that this particular couple was trying to "trick" us into fixing for them looked like they hit it with a sledge hammer. So, basically, their computer was getting old and they wanted a new one before the other computers protection plan expired so they intentionally damaged it in order to get a new laptop.

Best Buy has to put clauses like this into it's terms and conditions or else dishonest people would put us out of business. It's hard enough to not get people to openly steal in our stores. We lose at least one tablet a week from theft. We have to cover ourselves in order to not go "under" like Circuit City did.

Please understand that this is based off of my own personal opinion and experiences and does not reflect the view of the Best Buy company as a whole.

"Limits of Liability: For any single claim, the limit of liability under this Plan is the lesser of the cost of (1) authorized repairs, (2) replacement with a product with similar features, (3) reimbursement for authorized repairs or replacement or (4) the price of a comparable product. The total liability under this Plan is the fair market value of the product, as determined by us, not to exceed the original purchase price of your product, including taxes. Technological advances may result in a
replacement product with a lower selling price than the original product. In the event that the total of all authorized repairs exceeds the fair market value of the product or we replace the product, we shall have satisfied all obligations owed under the Plan."

What this means if someone can not understand it..is that new products are released by the manufacturers that may not only have similar features, but may as well have a lower retail price.

Yes...takes a real brain surgeon to figure that one out??

This clause is intended to protect the service plan administrator, in this case NEW, from excessive costs.  It is extremely deceptive as what is "pitched" by uber-aggressive "sales" people does not match the actual claim procedure limits.

Bro you are spending too much time trying to over complicate things. What Best Buy sales associate is so "uber- aggressive" that they could sucker you???  So you feel a high school kid "got over" on you and want to condemn an entire company for this?


The problem here, as the OP encountered, is that WORST BUY doesn't take care of the customer, while other retailers do - that is, even though this clause exists, "If you bought the plan, you get the service," philosophy exists with other retailers who REALIZE that for the small percentage of customers who actually USE the plan, they can take care of them regardless of the clause.  The service plan administrator invoking the clause transfers the burden to the stores that, other than BBY, generally take the hit on the return/exchange - they retain the customer's business.

What "clause? Santa Clause?

Over and over again - stay clear of these Bleak Squad Columbian Neck Tie plans

Yes,.stay clear of these plans. Or ever better yet stay clear of shopping period if you are an idiot and next time bring mommy with you to hold your hand.

The following clause exists in EVERY terms and conditions statement in the service contract fine print.  I have NEVER encountered either a consumer OR store manager/employee who has read or even UNDERSTOOD this (verbatim) clause:

"Limits of Liability: For any single claim, the limit of liability under this Plan is the lesser of the cost of (1) authorized repairs, (2) replacement with a product with similar features, (3) reimbursement for authorized repairs or replacement or (4) the price of a comparable product. The total liability under this Plan is the fair market value of the product, as determined by us, not to exceed the original purchase price of your product, including taxes. Technological advances may result in a
replacement product with a lower selling price than the original product. In the event that the total of all authorized repairs exceeds the fair market value of the product or we replace the product, we shall have satisfied all obligations owed under the Plan."

This clause is intended to protect the service plan administrator, in this case NEW, from excessive costs.  It is extremely deceptive as what is "pitched" by uber-aggressive "sales" people does not match the actual claim procedure limits.

The problem here, as the OP encountered, is that WORST BUY doesn't take care of the customer, while other retailers do - that is, even though this clause exists, "If you bought the plan, you get the service," philosophy exists with other retailers who REALIZE that for the small percentage of customers who actually USE the plan, they can take care of them regardless of the clause.  The service plan administrator invoking the clause transfers the burden to the stores that, other than BBY, generally take the hit on the return/exchange - they retain the customer's business.

Over and over again - stay clear of these Bleak Squad Columbian Neck Tie plans.

You say you bought the plan two months ago, how old is the computer? If its several years old, they are probably correct. They can cash you out what the computer is worth versus fixing it. They do owe you something though.

You state in your report and I quote "Two months later the screen cracked.."

I do not have accidental damage on my laptop so I can not read the terms but I would assume the term "accidental" must meet some type of criteria other then "the screen cracked".

 I mean seriously if I got mad and punched the screen, or tossed it at the wall, or went surfing with it..surly any of those situations could cause the screen to crack but would not be considered an accident that is covered by the plan. Or did I miss something? Is the reason they give you for not honoring the plan stated in writing?