Best Buy Mays Landing

I am extremely frustrated and disappointed with the experience I’ve had with Best Buy and Geek Squad regarding a protection plan that was clearly misrepresented when we purchased his college computer. Last year, when I bought a laptop for my son, I specifically asked about accidental damage coverage with the protection plan. I was told that the coverage was all-inclusive and that accidental damage repairs would be covered with no additional fees by both the sales person and the supervisor on site that day. About 3 weeks ago my son slipped on ice at school while the laptop was in his backpack. The fall caused the screen to bubble and the side of the computer to chip. When he brought the laptop in for repair, he was told he had to pay an $84 shipping fee to send the computer out for repair. As a college student, he paid the fee. When he told me about it, I contacted Geek Squad support on February 25 and spoke with Eduardo, who clearly stated that there should NOT be any shipping fee under the protection plan. He opened a case for review and said the charge would be addressed. After over two weeks with no response, I called again today, March 13th and spoke with Kelly, who transferred me to Nandhini. At that point I was given a completely different answer, that I would need to drive two hours to the Best Buy location near my son’s college to request a refund in person. It also appears that the original case Eduardo opened was never followed up on. When I asked to speak with a supervisor, I was told a supervisor could not help me and I would not be transferred, which is completely unacceptable customer service. This is particularly frustrating because this is the second time I’ve had issues with repair coverage despite having protection plans. When my daughter’s Samsung laptop screen cracked previously, I was told the repair would cost $600 even though we had coverage. 2 years later I was told that information was given to me at that time was incorrect. I should of fallowed up back them when my daughter, also a college student took the laptop for repair. That issue was not accidental. Because of that experience, I made sure to confirm the details of the protection plan when purchasing my son’s laptop with a supervisor. I was assured all repairs, including accidental damage, would be covered. Now we are being charged unexpected fees that were never disclosed. At this point, it feels like the protection plan is being used to sell peace of mind but not actually honor what customers are told when purchasing it. My son should never have been charged this $84 fee, and it is unacceptable that I am being told to drive 2 hours to fix a mistake that should be easily refunded. I am requesting that Best Buy review this situation and refund the $84 immediately.

Great service

They have the nicest employees working here will definitely be back.

Couldn't find my headphones and was headed to Atlantic City. While on the road with friends I went on the website and ordered an open box set of Shokz (my favorite). Recieved my email as I was approaching the store. In and out in less the 10 minutes and back on the road Thanks Best Buy you saved my snowy winter weekend