Best Buy, Geek Squad, ESIS Insurance
TV Installer Left Knife Cuts in New Kitchen Tile

In April, we purchased a Samsung 52 plasma television from Best Buy for our newly constructed home. We were so excited. We even purchased a complementary Samsung surround sound system to make sure we would get the full home theater entertainment experience. We brought the items home ourselves and scheduled an installation appointment with the Geek Squad.

The Geek Squad reps arrived as scheduled. They were friendly and courteous and worked quickly to set up our new TV and sound system. However, when they left, we noticed a 10 slice and a 14" slice in our brand-new kitchen tiles. The slices, which appeared to be made by an X-ACTO knife, are exactly the same size as the TV box and located precisely where the box had been cut open by one of the Geek Squad reps. The gashes quite simply could not have come from any other source.

So we called Best Buy to see what recourse we had. Best Buy reps forwarded us to ESIS insurance who asked us to get a repair estimate from a qualified tile company. We did.

We faxed and refaxed the estimate to the number we had been provided. Phone calls to both Best Buy and ESIS proved futile.

Finally, in total exasperation, I called Best Buy corporate headquarters and asked for a supervisor. This gentleman took the time to listen as I told my story for what must have been the 15th time. He asked me to fax all paperwork directly to him and that he would see that our matter was resolved.

Less than a week later, we received a letter from ESIS stating that they were refusing to pay our claim as Best Buy/Geek Squad was not liable.

Are you kidding me?

The Geek Squad Terms and Conditions clearly state the Geek Squad is not liable for any damages except for direct property damage that results from Geek Squad's negligence.

Not giving up, I contact the CEOs at all three companies. A rep from "Executive Resolutions" called me. Finally! After sending her our original report, a copy of the letter from ESIS, and photos of the floor damage, she asked the Geek Squad rep for his side of the story.

He admitted negligence and our paltry claim was paid. Of course he didn'T.

He claimed the knife marks were made by us (even though the TV box was unopened when he arrived). The Best Buy rep said, in essence, "Well, he says he didn't do it so we believe him." So the aftermath of the quintessential "we said"/"you said" saga, is... We, the customer, loses.

What's wrong with this company? The small claim we filed was much less than the money we already paid for our entertainment system and installation and far less than the future business Best Buy would have received from us had they done the right thing.

Company: Best Buy, Geek Squad, ESIS Insurance
Country: USA
State: Minnesota
City: Richfield
Address: 7601 Penn Avenue South

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