This conversation has been merged. Please reference the main conversation: I was told to contact for some renewal options after I was told something which was a lie
In January I was informed that Geek squad was no longer
associated with Kaspirsky anti-virus and I had choices. If i submitted my credit card for auto renew for a new company (trend-micro), I'd get one year added on, which would take me to April 2019. Offer expires 2/3
I did everything--all set, auto renew--check, except one week later there was some fraudulent transactions on my card, so I called the credit card company and they issued me a new card. Unfortunately I didn't update my Geek Squad info...and two months later i get an e-mail stating my anti-virus wil expire in April 2018.
What happened to my year?
What happened next was laughable, and shameful for a multi-million dollar company to do to a loyal customer. I called various agents, and even the billing company - who had no information but said there was NOTHING that could be done. Offer expired. In the process, I was spoken to in a smug manner----hung up on-----and had a call dropped after talking to an agent for ten minutes. Total time ONE HOUR FIFTEEN MINUTES
Finally, I reached someone who spotted the mistake. All I have to do is give her the new card and the mistake would be rectified. I got a reference number, and asked for a confirmation e-mail stating I was set for 2019. I didn't receive one but I trusted that the mistake was fixed by finally, a helpful agent.
What happened next was equally ridiculous for a multi-million dollar company to do. I received another e-mail stating my anti-virus will run out in April 2018. So I called them right now. I just got off the phone with Geek Squad. Not only is there not a record of the last conversation I had confirming 2019 was the coverage date----they said I was all set to be charged in 2018. This new agent kept interrupting me, and stated the offer had expired....Holy smokes, I just turned the clock back to two weeks ago and the 90 minutes of bad customer service, where there was nothing they can do. There is always something a large company CAN DO. They can make things right for their customers..
What happened to the days of good service, and the customer being right? Even if I wasn't right, which I was, I was told that I was "all set until 2019," Those were the exact words. I'm extremely disappointed that the company had not honored their word---twice! I'm not trying to get something for nothing, I just want Best Buy and Geek Squad to honor what was told to me. This is not right at all