Very disappointed! I'm an Elite Member (highest level) of their loyalty club. I purchased a Sony FDR-AX100 Prosumer Camcorder ($1,500) in 1/17. With the camcorder, I purchased a Geek Squad service contract that included accidental damage ($300).
In the way the Geek Squad failed to assist me in trying to track down my camcorder (“cc”) and in the way the repair transaction was handled, I was treated with disregard and disrespect. DO NOT PURCHASE Geek Squad Protection and AVOID the Colma Store.
I took the camcorder in to the Colma, CA store for repairs on 9/2/2018. I was assisted by Mark who was professional, helpful and knowledgeable. He told me that the cc was being shipped to the company who does the repairs (Precision Camera) and that I would be kept updated every step of the way. Which was true until I received an email from the Geek Squad telling me that the cc had been shipped from the repair facility to the store and that I should expect to hear shortly that I could pick it up at my store.
Fast forward 12 days - you miss absolutely nothing. No calls, emails or updates to Best Buy's website. I call the Geek Squad number on the website and try to explain my situation. The customer service agent I spoke with only wanted to hear what kind of equipment I had brought in and that only so he could forward my call to Precision. This despite the fact (who cares, right?) that I received an email stating that my cc had been shipped back to the store.
Precision, an East Coast store, closes at 5pm Eastern which I found out after being transferred to then TWICE, again without the agent listening to what I had said.
I called Precision the next day and obtained the UPS tracking info for my cc. It showed that my cc had been signed for on 9/11/18 by Lance who I later found out was the Geek Squad Manager in the Colma Store.
I then called the general Geek Squad number and told the agent that I needed the Geek Squad to take responsibility and track down my cc and to confirm, if possible, that it was waiting for me to pick
up at the store. The agent said that she would have to transfer me to Precision. I told her that was unacceptable. She said, "let me check" and put me on hold. 5 minutes later, I was transferred to Precision without ever hearing anything more from the agent.
On 9/23/2018 I drove to the Colma Store to see if I could get any help there.
One would think that this would be where the story got better, but one would be wrong.
When I arrived it took them 20 minutes to locate the cc. When they did, it hadn't been checked to confirm that the necessary repairs had been done. The agent told me that their records show the cc had been delivered the previous day, contradicting UPS's records. I believe UPS as their records and Precision's match.
I told them that I had to e and asked that they do the checks. She came back to tell me that it would take quite a while because the battery I had brought in had gone dead since I brought it in. I asked her to please find a Sony power cord and complete the check. She said that the only thing she could do was to put the battery into a battery charger and, when sufficiently charged, check the cc. I declined to wait that long.
Among the repairs requested was the repair or replacement of the lens hood, a plastic piece that fits ever the end of the lens and shields it from glare. Mine had cracked. It was shipped with the cc to Precision and was inexplicably not repaired or replaced. I told the agent that I needed the lens hood replaced. She told me that I could shop for it online. I explained to her that I believed it was covered under the Geek Squad plan and that I wanted it replaced by Best Buy. She checked to see if Best Buy carried the part and when she found that it didn't, told me I could shop for it online. I again explained that I felt it was not my responsibility to shop for and pay for a part that I believe ( and have not been told otherwise) us covered under my Geek Squad plan. She refused to...
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