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| - Would be 0 stars if possible. I bought a Macbook Air in November 2016 with a 4-year Geek Squad Protection plan (the plan was $399.99). So you think paying for the extended warranty would give you better service right??? NO. DO NOT, AND I SAY THIS WITH EVERY FIBRE OF MY BEING, DO NOT GET CONNED INTO BUYING THEIR EXTENDED GEEK SQUAD WARRANTY.
Here's the story: a couple weeks ago, I noticed my Macbook AIR shutting down by itself around a 50% charge, but I could still use it. Last week, it started shutting off on a 95% charge, and eventually wouldn't even open unless plugged into the outlet. I called geek squad. Dead silence first call. Second call, was put on hold for a "6 minute", "6 minute", "8 minute", "11 minute", and "15 minute" queue. Why are queue times increasing? Wouldn't staying on the line reduce my queue? Ridiculous. So eventually I gave in to the *call you back at the number you called with* option. Guess what? That 15 minute queue has turned to 100+ hours (I am still waiting for my call back). Guess 24/7 phone support is nonexistent. I figured okay, it's under manufacturer's warranty so I'll call apple and see what they say. They picked up immediately and set up a Genius Bar appointment. I arrived in-store, and was serviced right away. I picked up my fixed laptop within 40 minutes! I wish I got Apple Care instead of this crappy Geek Squad warranty, so I looked up the terms and conditions to cancel this policy. I noticed it said under clause 10.b) that I can call to cancel for a pro-rated refund. So, I called Geek Squad repeatedly and was always given dead silence (4 times). I gave up and contacted online support. Two occasions with two different agents: Danny O and David both called me from the Online Support and they said "not my department" so they transferred me to the Billing department: Jessica and Sandra, who then said "not my department" and transferred me AGAIN. To what exactly? DEAD SILENCE. The phone disconnected on these two separate occasions again after waiting on the line for 15+ minutes explaining my issue TWICE. The third time I contacted their online support through a number they provided me, they transferred me to billing again and I told billing to actually connect me with someone. This time they connected me to someone, who also said "not my department", that there was nothing he could do, and to go in-store for the refund!
So obviously frustrated wasting 2+ hours of my life chasing people for answers, I gave in and went to the store in-person. I see three people at Customer Service. Only Tiff was doing her job initially, with two girls on their phone in the back. For sure one Caucasian woman wasn't on break because when the line was building, Tiff asked her to hop on the next desk, and she left her little corner nook and did it asap (if you are reading this Best Buy, check your cameras for the Customer Service desk around 11:10 am on July 17, 2017). So I explained my situation to Tiff and she called Geek Squad, who didn't pick up for her either. One east-asian man and the caucasian woman then chime in to look at my receipt and come to tell me I cannot get a refund. Frustrated, I refer to clause 10.b which states I can get a pro-rated refund. I then hear the caucasian woman mocking me 3m away, telling the other two that (paraphrased): she looks so innocent, but then *chihuahua noise*. Tiff responds, "it's the quiet ones". I then get called over to look at the computer and look up the terms and conditions myself. Apparently I was looking at the wrong terms and conditions. WHAT? All Geek Squad had to do was PICK UP THE PHONE and tell me I couldn't cancel so I didn't have to waste so much time on the phone and my time to come in-store. The east asian man asked me what was wrong with my computer and said I could have just brought it into the store. I said, am I not paying for the 24/7 remote service? and he said "yes but you have to come in-store for the diagnostic test anyway" and I'm thinking ARE YOU KIDDING ME? SERIOUSLY, WHAT DID I PAY $400 FOR? DEAD SILENCE? MY PAMPHLET CLEARLY STATES 24/7 CUSTOMER SERVICE. He said it was unfortunate that I went to Apple instead of coming to Best Buy because I made the initiative to go to Apple. Well sir, I went to Apple because they actually picked up their phone and could actually set up an appointment for me! Horrible and frustrating experience, and equally frustrating employees. He said I came in there "guns blazing" when I could have just brought my laptop in for repair, mind you, I'm sure anyone who paid $400 for 24/7 support to receive NONE of it would be pissed off too. The misinterpretation here is that I am dissatisfied with their poor service to PICK UP THE PHONE to diagnose my problem and to cancel the warranty, not that they didn't service my laptop.
Anyway, it's been real folks. DO NOT BUY GEEK SQUAD WARRANTY. They will give you the runaround on the phone for hours resulting in nothing but wasted time for the consumer.
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