I purchased a Geek Squad membership with my laptop Sept 30,2017. When I went to the store to use my membership on Oct 7 I was told that I had to buy a separate membership for my wife (Wendy Robbins), who lives in the same household as I, to be able to access Geek Squad. We purchased the 2nd membership.
On March 7, 2108 my wife went into a store, using the Geek Squad membership, and the store manager told her that we only need one membership per household and directed her to go contact Geek Squad for a refund.
On March 9 we attended the store where we purchased both memberships and the manager agreed that we should receive a refund for the 2nd membership. Together with the store manager we called Geek Squad and spoke to (CSR: Customer Serivce Rep) CSR Lina and were advised that we would received a callback in 3-5 days to confirm the refund (conf #39104743).
On April 9, 2018 I called Geek Squad and spoke to CRS David who advised that the prior agent, Lina, had only cancelled the 2nd membership but did not process the refund. He adjusted the notes and said I would receive a call to confirm refund processing in 20-30 days, attributing the delay to a new billing system. He stated same confirmation # applied.
On June 1, 2018 I called Geek Squad again and spoke to CSR Sebastian. He stated file had been closed without refund being issued as they found no duplicate billing on my account. I clarified that we had been sold 2 memberships, one had been cancelled and we now have one remaining and I am seeking a refund on the 2nd membership, in my wife's name which is now closed. He escalated request for refund and clarified in notes that there were 2 separate memberships sold to one household, that one was cancelled and clarified request is for full refund for 2nd membership paid from October 2017 to March 2018. Advised I would receive call to confirm refund processing in 5-7 days. Same confirmation # provided.
On June 12, 2018 I called Geek Squad and spoke to CSR Alexander. Advised I would receive call back on June 14 or 15. I advised I am not satisfied with this as I had been advised I would receive call backs on every call I had made over 3 months and have NEVER received a call back from Best Buy. Requested to speak to manager.
Transferred to manager, Sharon, who was not helpful at all. Stated issue is with "upper management" and they have to "follow process" to which she refused to advise me of the process, although she stated she was aware of process but would not share this information with me. She refused to allow me to speak to anyone above her and stated, quoting her "someone will call you back eventually". I expressed my frustration and dissatisfaction with this and she advised me that if someone didn't call me back again I could call them again next week.
I was advised by 2 store managers that I am owed a refund on the full amount of the 2nd refund. I have attended the store of purchase, and called Geek Squad on 4 occasions over 3+ months and still have not received ANY call backs or communications from them or a refund. Best Buy has NEVER contacted me to follow up on any of my calls, despite being told that I would receive a call back every time I called them. And today I'm told that "eventually" someone may call me. This is not acceptable.
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