Don't use Geek Squad-Best Buy, bait and switch

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  • Updated 7 months ago
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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

 
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ctgager37

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Posted 7 months ago

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claudiu_botezatu

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"Unfortunately I didn't update my Geek Squad info..."

Well, you got your answer...

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ctgager37

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Yes because when I update a credit card, I switch the auto pay, day-to-day-----anti-virus was not something I remembered. And, by the way, that's my statement, not an answer
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claudiu_botezatu

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Your statement is the answer of why things happened .
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TM_JimL

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Hi Tim, and welcome to the Trend Micro Home Users Community!

We're very sorry to hear about this recent setback that's happened to you.

Can you confirm with us if the Trend Micro subscription you gained was from the remaining months of your Kaspersky subscription?
If so, it might be that the Trend Micro subscription you got is running until April 2018 unless renewed through them.

Rest assured, we will verify this matter and clear things up with Geek Squad to avoid this in the future.

I'd recommend you to contact us, though. So you can give us more details regarding this and perhaps we can provide you better options for your subscription renewal.

Ways to Contact Support
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ctgager37

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It was the remaining months of Kaspirsky subscription.  I just called your support team and they did nothing to help--just told me to call back Best Buy/Geek Squad

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