Complaints

This profile includes complaints for Best Buy Canada Ltd.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Best Buy Canada Ltd.

  102 425 W 6 Ave Vancouver, BC V5Y 1L3

• 

  Best Buy Canada Ltd.

  27 32700 S Fraser Wy Clearbrook, BC V2S 2A6

• 

  Best Buy Canada Ltd.

  100 1876 Cooper Rd Kelowna, BC V1Y 9N6

• 

  Best Buy Canada Ltd.

  1191 Robson St Vancouver, BC V6E 1B5

• 

  Best Buy Canada Ltd.

  90 20150 Langley Bypass Langley, BC V3A 9J8

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/10/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a open box certified desktop computer, right on the very first day it was crashing all the time. So I contacted support and they provided me with a return label, so everything seemed fine. Went that same day within two hours to ****** **** yo send back the desktop. After that things started to really turn for the worst. It was a fight just to get Best Buy to eefund the added protection plan I purchased. That did get resolved eventually by getting a manager involved.
  
  The issue then came to be the return. Contacted ****** **** as it was supposed to be delivered on the 28th, ****** **** told me that Best Buy needed to contact them, they also stated not to worry as once it left my hands using the return label I was not liable. So I contacted Best Buy phone support that told me if not delivered by Monday I would be taken care of, so Monday came and still nothing. This time I went on live chat which told me that they are going ro look into it and I will receive a call within 48 hours. The 48 came and no call!
  
  Now I am waiting on the almost $1000 that is owed back to me.

  Business Response

  Date: 06/10/2022

  Hi *******,
  
  I am Christophe a Customer Care Associate. A returned item would be refunded when the depot receive it, it can take up to 10 business days to be done.
  
  As the tracking shows no movement for more than 5 business days we will open an investigation about it and will reach out to you as soon as we have the results.
  
  For your warranty extension refund it will be done in the next 3 to 5 business days and you will receive an email to confirm the refund.
  
  Thank you for your patience,

  Christophe
  Customer Care Associate,
  Best Buy Canada Ltd.
  

  Customer Answer

  Date: 12/10/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:06/10/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a ******* 4K Smart TV from best buy in 2020. I bought and paid for the extended warranty for a four year coverage. Sunday, September 25, 2022 my tv stopped working. I called Best Buy the same day around 11am to notify them of the situation (putting a claim in) and was told that someone would get back to me in 24 to 48 hours. By Wednesday, September 28, 2022 when I got no response, I called them back. They told me the claim went through and a technician would call me back. I called the technician and we arranged the pick up of my tv. The technician called me on Friday, September 30 to tell me what was wrong. He told me that half my screen was not working and that he was going to email Best Buy the problem and ask them how he are to proceed. I called today Monday, October 4, 2022 to ask what is going on and I wasn't given any information and was hung up on three times. My mother called to complain and was told that unless she gives the person her personal information they would not let her talk to a manager. I spent $1, 400 on the TV and I did not appreciate the way my mother and I were treated. I have every right to know what Best Buy is doing with my tv and they insist on keeping me in the dark. I found the automated phone service to be frustrating and impersonal. The customer representatives are rude and unhelpful. I cannot believe that I am made to wait for a service that I paid extra for. I no longer want to do any business with Best Buy and I want my money back so I can buy another tv with another company. I have only one tv that I have been without it for almost two weeks.

  Business Response

  Date: 11/10/2022

  Hello,

  We are sorry to hear about the issues you have had with your television and with the protection plan.
  
  I am currently looking into this. I do see that there are multiple cases regarding this issue on our system, and also see from these cases that it has not been moving swiftly.
  
  In the process of looking into this I have been reaching out to other departments internally to gather information and attempt to speed up a resolution.
  
  Typically, when refunds are processed on Protection Plans, what some call extended warranties, by the terms of those plans the refunds are to a gift card allowing the customer to purchase a new unit. If it is necessary, in this case, I could possibly facilitate an exchange of the unit for you as well. 
  
  I will be sending you an email directly. It will contain the text of this post. This email gives you a line of communication with us at Best Buy CHQ so we may discuss/coordinate on next steps.
  
  While acknowledging that it has already been a couple of weeks since this issue began, I do ask for continued patience while I look further into this and gather the necessary information.

   

  Best Buy Customer Care 

  Customer Answer

  Date: 31/10/2022

  Yes, it was. They took their sweet time and gave me the run around, but they got it done.

• Initial Complaint

  Date:03/10/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought elliptical machine. Normally elliptical machine has walking motion. As soon as I use this machine, I realize motion of the machine is more like climbing stairs not walking. Which is causing knee pain to me after using for few days. there is no adjustment either.
  I contacted best buy to return it. They told me it can only be return if it is unopened.
  Best buy doesn't have any fitness equipment on demo in their store to try out before buying. so how can consumer find out if it works or not without opening it?
  Please let me know if there is any consumer protection in this case. details of order are listed below.
  Oder Date: August 21, 2022
  Store Name: Best Buy
  Order Number: ********** Item: *********** ********** **** Elliptical - 2021 - 30-Day **** Membership Included
  Model Number: *********
  Web Code: ******** Website: ****************************************************************************************************************************************************************************** 
  Looking forward to hear from you soon.
  
  Thanks
  ****** *******

  Business Response

  Date: 11/10/2022

  Hello ******,

  Thank
  you for your recent online purchase.
  A
  case has been created for you (********) to assist you with your inquiry.
  One of our Customer Experience team member will be in contact with you shortly
  to assist.

  
  Thank
  you for bringing this to our attention.
  
  Thank
  you,
  Best
  Buy Customer Experience Team

  Customer Answer

  Date: 16/10/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and just waiting for return shipping.
  Bestbuy has scheduled a return pickup on Tuesday without asking me if I am available or not. So now I am trying to make arrangements that someone be Available during that time or have to reschedule pickup time.

  
  
  
  Sincerely,
  
  
  
  ****** *******

  Customer Answer

  Date: 18/10/2022

  Best Buy has schedule a pickup on Oct 25 Tuesday. Once they receive the equipment back then they will give me refund. So it is in process. I will update you once I get the refund.

  Business Response

  Date: 31/10/2022

  Customer have been provided a refund of their product 

  Customer Answer

  Date: 02/11/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:03/10/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In September 2020 I had Geeksquad protection on two phones one phone was mine, an * ***** 11 XR and the other was my daughters and she had an * ***** 7. Her phone (the ****** 7) had broke and when we went into Best Buy to see if we should have it repaired they advised us that it would be more money to repair it and advised us to upgrade the phone so I upgraded my phone to * ***** 11 and gave her the * ***** 11 XR. I had phoned Best Buy after the purchase to cancel the * ***** 7 protection plan as it was no longer in use and to keep the protection on the * ***** 11 XR and added a new one to the * ***** 11. On a later instance when I had phoned inquiring information on the phone they still had the * ***** 7 protection plan in use and not the * ***** 11 XR at that time they told me they had fixed it. Fast forward to this sept 2022 when I had called about another inquiry they still had the * ***** 7 under protection and not the 11 XR. I have tried multiple times to inquire about this on the phone and they keep insisting that they are looking into the Calls and it has been escalated but they do not have any resolution this has now been going on for about a month and still have no resolution as they are still “looking it to and trying to find the call that I in fact cancelled the 7”. I have requested to speak to supervisors and they seem to not ever be able to contact them they say they are busy and will call me back. I have yet to receive any call backs from them. I am having to continue to call them with no resolution so I am looking to have this resolved. I have even asked for a contact higher then the supervisor and they will not provide me with any other contacts. So I am looking to be refunded for all of the monthly payments I have made over the last 2 years to a plan that was connected to a phone that was broken and that they failed to put it to the correct phone.

  Business Response

  Date: 11/10/2022

  Hi ******,

  Thank
  you for contacting Best Buy.

  
  A
  case has been created for you (********) to assist you with your inquiry.
  One of our Customer Experience team member will be in contact with you shortly
  to assist.

  
  Thank
  you for bringing this to our attention.
  
  Thank
  you,
  Best
  Buy Customer Experience Team

• Initial Complaint

  Date:03/10/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing about order **********. I ordered two items but I am missing the ***** ** *** *** *** Pro In-Ear Noise Cancelling Truly Wireless Headphones (Item ********) in the package. I have tried to get in touch with Best Buy through email and live chat. No one has responded to the email that the ******* representative told me to reply to and on the live chat, they continue to say they will investigate a lost package whereas I am saying I got the package but in the package I am missing the ***** headphone. It has now been a week and no one has been in touch and live chat is never able to provide an update nor seem to understand the issue. It is different from saying it is a lost package as I got the package but the package is MISSING 1/2 items which is ***** ** *** *** *** Pro In-Ear Noise Cancelling Truly Wireless Headphones (Item ********).

  Business Response

  Date: 05/10/2022

  Hi ****,
  
  
  Our apologies in the delay in our response.
  
  This email is to confirm that we have opened a full investigation regarding the missing ***** Fit Pro Headphones you have reported missing from your order, #  **********.
  
  We will work to resolve this situation for your as quickly as possible.

  We are sending you an email directly to you from the email account [email protected] under case number ********.

  
  If you have any questions, concerns, or queries please do not hesitate to respond to that email and we will respond to you within 48 Business hours.
  
  Thanks,
  
  The Best Buy Team

  Customer Answer

  Date: 11/10/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:03/10/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  September 4th I went into best buy and bought a drone it was 3000 dollars and I paid cash, on the way home I was ****** I formatio. And I found out that I needed a license to fly the **** thing and that they seem to have some self flying issues either way no license had to take it back, when I returned to the store they didn't have enough cash on hand to refund me so I left and asked that they contact me when they did. Few days no call, try calling can't get ahold of them, so I go in again the guy working unwrap the package looks at it and says he won't return. It and he will make sure no store does, so I stop off at another best buy on my way home they will return it but charge me 20% because it's open..... uhhh nooo the other store opened it, it's open they have to charge 20%, whatever I'm here I'll call head office and figure it out from there nope can't return it because it's already been returned by the original store .so now I'm stuck with a drone that's been opened by their staff that I cannot fly because I don't have a license for it which BTW they shouldnprobably tell someone buying a 3500 drone that they need a license to fly the damn thing.......**** ** *** **** ********** ** ******** ***** ****** and where's my 3500 where did they money for the returned drone that obviously not been returned wheres the money for that? ** ********* ****** *** ** ***** **** so figure that one out no one noticed the till being over like 4000 bucks come on somethings not right here no wonder buddy wouldn't return it he knew it was already returned In their system and then opened it on me so I'd be ******* and well well here we are I would like my money back please

  Business Response

  Date: 28/10/2022

  Hi ******,
  
  
  I am looking into your BBB complaint, ID ********, regarding the purchase and refund of your *** Drone. 
  
  I see the purchase on from the Dundas store for $3,902.73 cash under invoice ******************.
  
  I also see a refund process at the Leaside store for $3,902.73 cash under invoice ******************
  
  I don't see any restocking fee being charged. Do you have another invoice showing the restocking fee?
  
  I have attached a copy of the return invoice in the email I sent you through our support system. 
  
  Thanks,
  Michael

• Initial Complaint

  Date:03/10/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *********** ***** ********* ********
  
  Employee who conducted
  transaction: Parmeet S****
  
  Transaction amount: $372.89
  
  **** ************ ****** **** ******* **** **** * ****** ** **** ****** 
  I had purchased an ***** watch from Best Buy Orangeville and when making the purchase i had to enter my card in the terminal twice because the employee told me that the first transaction failed. After entering my card into the terminal the second time he said the transaction was successful and he gave me a reciept for the sale. When i had checked on my credit card statement on monday there was one charge that was completed and one that is still pending, i contacted my bank and was told to go into the best buy ang get it resolved. On monday september 26th i went into best buy. At the customer service desk an employee took information about the transaction including photo copies of the reciept and scanned the card used in the terminal. She told me that to get my money back she has to check with their system and to get the money back i would have to come back in the store once they find the issue instead of it just being charged back to my card which they already have on file which i thought was odd. I waited until today saturday October 1st when i still did not recieve a call i went back into the store ant talked to who i believe was the manager. He told me that the employee had not emailed him about this and things like this can usually take 3-5 days to which i responded can you not just check your inventory and see only one product was sold? He said that they can not see that information and he has to contact corporate and get the information from the backend.

  Business Response

  Date: 04/10/2022

  Hello *******,

   

  Thank
  you for your recent purchase.

  A
  case has been created for you (********) to assist you with inquiry.
  One of our Customer Experience team member will be in contact with you shortly
  to assist.

  Thank
  you for bringing this to our attention.

   

  Thank
  you,
  Best
  Buy Customer Experience Team

• Initial Complaint

  Date:03/10/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I initially made a call about my washing machine about a month back, up until today nothing has been done. When I called again today, they said the case has to be reviewed. I would like to know when is my machine going to be fixed? This is not acceptable because every time I called they are telling me different information about my washer

  Business Response

  Date: 07/10/2022

  Hello,

  I am sorry for the issue you have had but in looking into this I do see that an exchange was processed for you on October 4th with a delivery currently scheduled for October 12th.

  
  

  I am glad we were able to get this resolved, and I will be reaching out to you directly to provide you with a point of contact directly with our office in cause you have any further issues with this order.

  
  

  Thank you.

  Customer Answer

  Date: 13/10/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:03/10/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Apr21/22 there is a recall from Best buy regarding the ******** AirFryer. Immediately I registered and began the process of returning the item for a refund (in a form of gift card). After all was done the item was returned Jun24/22. On August i reached out to Best Buy for status but was told that "item was not received", After i provided the tracking number they confirmed that it was received and that it takes more time to process because my refund is more than $75. (i paid around $99). The rep said it will be another few weeks. On Sep27 i got another email advising me that they did not receive the item. So i had to call again and provide the tracking number. Now they said they will send to escalation and have to wait another few weeks.
  
  I feel like Best Buy is making this refund process extremely difficult for the mass. If i did not follow up constantly they would of gotten away with not refunding most of these people. Lucky the fact that i took a picture of the return label. Or else it would be even more difficult for me to talk to them. They would not even entertain me and again get away with not refunding me anything. They are constantly delaying the process and it is going no where. I feel like another few weeks will pass and they will say oh we didn't get your item. The cycle just keeps going on and on. If you promised to pay customers for the recall. Do it. I am not asking for anything extra. Just pay what you promised for the recall. That's it.

  Business Response

  Date: 04/10/2022

  Hello ** ******* **,

  I would like to inform you that we have reviewed your case thoroughly and taken into consideration all the information provided. We are aware of the extended processing times for this case and our teams are working hard to satisfy you. Unfortunately, we would not be able to assists you further on our end as these need to go through ONLY recall team. We invite you to review the requirements and limitation on the website below:

  ***************************************************** Recall Hotline Contact: 1-877-650-5411

  Thank you,

  Best Buy Customer Experience Team
  

  Customer Answer

  Date: 05/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  

  Please see attached  I have screenshot previous complaints with the same situation  your company was able to identified the gift card sent in july

  that means you can escalate this to the correct department 

  and have the gift card sent to me asap  

  please escalate this  as it’s been 100 days since I sent the item back 

   

   

  
  
  Sincerely,
  
  
  
  ******* **

  Customer Answer

  Date: 17/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I know they are looking into it but everyone keeps saying they are looking into it. Can I keep this case open until they response with their escalation? I feel like they are just going to look into it and that’s it. They’ve been looking into it’s for half a year 
  
  
  
  Sincerely,
  
  
  
  ******* **

  Business Response

  Date: 21/10/2022

  Hi ** **,

  I have an update from our partner. It seems that your return has been located and it has been processed on October 11. You will be in the next batch to receive your credit. Unfortunately, we don't have more visibility than that, so if you need more information, please contact ******** Recall Hotline at 1-877-650-5411.

  Thanks,

  Sam

  Customer Care Associate

   

  Customer Answer

  Date: 24/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  I appreciate the update. I would like to keep this case open until I receive the credit. 
  they have been pushing this far too long. I am tired of them updating me that it’s upcoming and it’s half a year already 
  
  
  
  Sincerely,
  
  
  
  ******* **

  Business Response

  Date: 31/10/2022

  Hi ** **,

  As far as I know, the process is ongoing and unfortunately may still take some time. As we still have no visibility on the process, please let us know when you have received your gift card so we can update your case accordingly.

  Thank you for your patience and understanding.

  Sam

  The Best Buy team

   

  Customer Answer

  Date: 02/11/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* **

• Initial Complaint

  Date:03/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a ******* *** ** for my son, ****** *******, online from bestbuy Canada (where we live) on Aug 4, 2022 and purchased Geeksquad protection that we were told would also cover him while in the U.S. ** ** ** ******** ** ********** *****. Invoice number for the purchase is **********. The computer screen stopped working while he was at school. Called Bestbuy Canada and we’re on hold for a while then got disconnected. Tried chatting with an agent and after about an hour was told by the agent that my son had to take the computer to a bestbuy store in the U.S. to be assessed/repaired. He took the computer to the Danbury Best Buy in Connecticut on Sept 19, 2022. The agent there explained that because the computer was purchased outside the U.S. he would have to take the laptop to ***** as that is the service provider used for U.S. based bestbuy stores. The agent explained that he would have to pay upfront for ***** to do the repair and then submit the receipt to Bestbuy for reimbursement. My son did all of this this on Sept 19 and sent the receipt to [email protected] as advised by the agent. On Sept 29, 2022 we received an email back from them telling us they could not process the reimbursement and that we have to contact a Canadian Best Buy agent for help, like we did at the beginning. At this time we are completely frustrated, out $561.52 USD or $768.14CAD on top of the $2,000 it cost us for the computer and we are getting the runaround.
  
  Details for our Geeksquad protection coverage:
  
  Start Date: 08/06/2022
  Best Buy Protection SKU: ********
  Product Description: ***** *** ********* **********
  Product SKU: *******6
  Global Contract ID: ******************
  
  We are requesting to be reimbursed $768.14 for the cost of repair. I have attached receipts and a picture of the computer screen before it was fixed.

  Business Response

  Date: 12/10/2022

  Hi ** ****** *************,
  
  My name is Sam from the Best Buy team. I will assist you for the request about the repair of the *** **** *** **.
  
  Our Geek Squad partner is reviewing your case for reimbursement. Usually, they need an estimate before proceeding with repairs under the Global coverage. The documents you sent us clearly
  indicate that the original unit was replaced by *****, however, there is no
  diagnostic report or an indication as to the cause of failure. Also, the amount
  charged appears to be for a partial cost of the replacement
  (possibly the difference to upgrade to a higher-end model). 

  Regarding this matter, the Geek Squad will follow up with you directly to discuss further. 

  Best Regards,

  Sam

  Customer Care Associate

   

  Customer Answer

  Date: 12/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  I feel like I am getting the run around yet again. I do have a document that details the diagnostic for the repair. Please see attached document and a picture of the screen problem. Also ***** replaced the whole computer because they did not have a replacement part in stock; however they only charged what it would have cost for the replacement part. 
  
  
  Sincerely,
  
  
  
  ****** *************

  Business Response

  Date: 14/10/2022

  Hi ****** *************,

  I followed up with the Geek Squad. For what I know from them, it seems that the picture shows an impact damage and unfortunately this is not something that the warranty would cover or be able to reimburse for. 

  We are sorry for the inconvenience that may have caused.

  Sincerely,

  Sam

  Customer Care Associate

   

  Customer Answer

  Date: 17/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: there was absolutely no impact damage to the laptop at all, the computer was just a month old, and if it was an impact damage it was likely done during shipping. Additionally, we were not told by the bestbuy Geeksquad agent at the Danbury Connecticut location that it would not be covered under warranty. He advised that it be taken to ***** for repair and then submitted to [email protected].  We were lead to believe that there would be no problem getting reimbursed. Bestbuy should stand behind the quality of the products they sell, especially for such large purchases, and the representative agents should give customers the correct information.  It seems very convenient to blame the customer for an issue with the product in question to get out of paying for the repair. I would like Bestbuy to do the right and fair thing and provide the reimbursement that I was told by them I would receive. 
  
  
  
  Sincerely,
  
  
  
  ******

  Business Response

  Date: 20/10/2022

  Hello ** ****** *************,

  
  I understand your concerns. It is important to always contact Geek Squad Canada when your device under warranty is defective. Our agents are then able to determine if the repair can be done under warranty (excluding physical damage).
  
  In your case, our experts at Geek Squad, using the information provided, have determined that the screen defect was due to physical damage. Since your warranty does not cover physical damage, it is unfortunately not possible for them to proceed with a refund for the repair cost made by *****.
  
  Sincerely,

  Sam

  Customer Care Associate

   

   

  Customer Answer

  Date: 28/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  I did contact a Canadian BestBuy/Geek Squad agent from the very beginning. They are the ones who told us that it had to be taken into the BestBuy store in Connecticut because that is where my son ** ********* *********** The BestBuy/Geeksquad agent at the Danbury Connecticut store then gave us the instructions to take it to ***** have them repair it and then submit the receipt for reimbursement. We were told that bestbuy in the U.S. deal with ***** for their warranty repairs. We have followed all the instructions we have been given by all the bestbuy/Geeksquad agents. There was absolutely no damage to the computer on our part and I will refused to be blamed for this issue. If Bestbuy is not willing to help even somewhat, I will be taking this issue more public. Please try to understand how you would feel if this was happening to you. 
  

  Sincerely,
  
  
  
  ****** *************

  Business Response

  Date: 04/11/2022

  Hello ** ********

  We are reviewed your case thoroughly and we are not able to locate records that you contacted Geek Squad Canada before taking the computer to the US store for repairs.

  I understand your disappointment but unfortunately, there is nothing more we can do. The condition of the screen pictured suggests physical damage not covered by your Protection Plan. 
  
  As an exceptional gesture of goodwill, we are willing to offer you an electronic gift card in the amount of $120. If you accept our offer, we will send it to you by email within two business days to your email address: *************************

  Sincerely,

  Sam

  Customer Care Associate

   

   

  Customer Answer

  Date: 06/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I am sending you the record to show that I contacted Geek Squad Canada on Sept 19th, 2022 before taking the
  computer to the US store for repairs.  This record was sent to me from bestbuy to my email.  If you need the email record, I can provide that too.  Kindly note that we spoke to this online agent after getting disconnected and not receiving a follow-up call by an agent over the phone.  The details are as follows:

  ******* *** *******************
  ***** *********************
  ******* ***** *****
  
  **** ** ********* ***** *** ** ******** ****** ** *** ******** ** *** *** ** ******** *** ** ********* ************* *** ***** * ********** *** **** ***** ******* ******** * **** **** ************ **** **** *** ** ****** *** ****** ** ********** *** *** *** *** ***** **** *** **** **** ******* ** **** ******** **** ******* **** **** ***** * ***** **** ** ****** ** ********** *** *** **** **** ** *** ******* * ***** ** ******* ** *** *** *********** ** *** ***** **** ** ********* ** *** *******  ***** *** ** ***** ******** *********** ** *** **** *** **** ** *** ****** ***** *** ************** ** ***** ** ******** **** *** *** ** ** ***** ** ******* ************ 

  Sincerely,

  ******

  Business Response

  Date: 14/11/2022

  Hello ** *******,

  I apolopgize for the delay. Unfortunately, after doing research the agent you mentioned seems not from of our Geek Squad team based on the details provided. I would appreciate if you can provide us the complete email record you have regarding this matter.

  Sincerely,

  Sam

  Customer Care Associate

   

  Customer Answer

  Date: 15/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Additional information was required from Bestbuy, which I have now uploaded.
  
  
  
  Sincerely,
  
  
  
  ****** *************

  Business Response

  Date: 24/11/2022

  We did some research with the information provided by the customer but unfortunately it turns out that the customers contacted Geek Squad US and not Geek Squad Canada. Officially Geek Squad Canada did not ask the customers to have the computer repaired in the USA or with *****, which takes away all responsibility from them. 

  As a gesture of goodwill, we would like to offer the customer a gift card compensation in the amount of $200 which is almost the price of the Best Buy Protection. 

  Regards.