• Report:  #1227770

Complaint Review: Best Buy Geek Squad - Aventura Florida

Reported By:
Ron - Hollywood, Florida, USA

Best Buy Geek Squad
21035 Biscayne Blvd Aventura, 33180 Florida, USA
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I bought a new Samsung Galaxy S5 at the Best Buy in Aventura, FL not more than 3 or 4 months ago. The salesperson sold me on their extended protection plan by Geek Squad and assured me that it was superior to any type of other handset insurance option. He also said that it included nationwide protection, whereas I could literally walk into any Best Buy Geek Squad nationwide and walk out with a replacement handset the same day!  I spent $99 for a 1 year protection plan, on top of the $600 I spent on the phone!

The phone has been giving me problems for the past few days so I went to my local Best Buy yesterday and sure enough, everything the salesperson assured me of turned out to be a lie. And the CRAZY thing about it was that the Geek Squad representative I spoke with even acknowledged that the salepeople there have a tendency to lie about the protection plans, thus forcing the Geek Squad people to deal with the aftermath of their lies!

Long story short, they told me to file a claim online and that I would have the replacement soon.  Today I found out that, unlike other handset protection plans, Geek Squad ships out handsets by UPS GROUND service.  So now I'm stuck with a non-working phone for at least another 4 or 5 days, and this is what I spent $99 on???  I could have stayed with my carrier's coverage for $7 per month and had overnight replacement!

It's just not right, and the fact that their employees even openly acknowledge the sales reps' propensity to mislead customers is completely awful. I got screwed...lesson learned.  I will never again shop at Best Buy or use Geek Squad for anything!  Shame on you guys...

1 Updates & Rebuttals


South Carolina,
Best Buy is still to blame but...

#2Consumer Suggestion

Thu, July 09, 2015

When you get a prepaid device, they only offer the 1 or 2 year protection that covers the device for a in store replacement (Which is called a Product Replacement Plan PRP) Contract phones have to be serviced over the phone or via web order and are deducted every month as a Product Service Plan PSP. Takes like 2 business days or something like that to get it to your house. UPS 2 day shipping usually. 

What most likely happen is that the Geek Squad agent saw the phone and the reciept and thought, "This doesn't work and we don't have it in stock. You just need to call Geek Squad because I am really bad at my job." What they should have done was taken the phone and said, "Sorry about that. We are all out in store. So, you have the option to get your money back on a Store Credit for the phone or you can use GeekSquad.com to file a claim."

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