I was told to contact for some renewal options after I was told something which was a lie

  • 1
  • Question
  • Updated 2 years ago
  • Answered
Via geek squad
I switched to Trend Micro in January, and was told I'd get an additional year upon expiration April 28
There was a card on file.
That card was stolen late January....I received a new card.
I didn't give that information nor did I know OR WAS INFORMED that my account was NOT being given the one year addition I was told I'd get
I found out on an e-mail sent last month that I was to expire 4/18. My first thought was "there must be an error"
When I called not only was i treated rudely, but I was told there was nothing that could be done.
I kept calling, reached a supervisor last week and they were the first and only person who realized my card was different. They said I was all set until April 2019---

Then I received another notice of 2018 expiration, and to make things worse, there was zero record of conversation I had last week.

This is poor customer service and not honoring what was told to me.
Photo of ctgager37


  • 120 Points 100 badge 2x thumb

Posted 2 years ago

  • 1
Photo of ctgager37


  • 120 Points 100 badge 2x thumb
This reply was created from a merged topic originally titled Don't use Geek Squad-Best Buy, bait and switch.

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

Photo of TM_Phebs

TM_Phebs, Employee

  • 2,486 Points 2k badge 2x thumb
Hi ctgager37,

Sorry for the trouble, I can see that you already have an existing case with us and you've sent us an email as well. Please check your email for our reply, for us to assist you further we will be needing some information. 

Looking forward for your reply. 

Trend Micro Home Users Community