Is something wrong happens to the vacuum they fix it or swap it null

Question

Andrea · Accepted Answer

I had the Geek Squad plan for my Roomba. Made appointment at Henrietta, NY store with Geek Squad as the Roomba was grinding. Got there, still had to wait (so making an "appointment" was a waste of my time). They looked up something on their computer and said it couldn't be fixed, that they'd replace it. I was then sent to the customer service line for the exchange. The woman could not find my plan, she was questioning me if I even had a Geek Squad plan (though I brought my email print out showing all the info including plan number and date purchased). I got a hold of the Geek Squad guy and he explained it to her. Had to wait wait wait as they couldn't locate me and my plan in the system. They finally found the plan on their "older file system"--even though I purchased the Roomba less than 2 years ago. So finally they go to grab a replacement for me. She brings to the service desk a newer model Roomba with Bluetooth (that I hate as it has no spot clean option). She then tells me I have to pay $80 as the model I have is older and no longer available. WHY DID I HAVE TO PAY $80 for a "replacement". I am so very DISAPPOINTED as this Geek Squad coverage should have covered the replacement and not charged me the difference. No, I don't recommend Geek Squad plan. I have never run into this pay some money for the replacement situation with any other plans I purchased through Walmart or Amazon! Best Buy has lost my business, and I'll stick with spending my hard earned money at Walmart and Amazon.

Answered by Andrea 6 years ago

Verified Purchase

Answer

I was told when I purchased the total tech membership that all items under the warranty would be replaced if damaged. My Roomba drove itself off the stairs and stopped working. Two associates in the store said they'd replace the device for us. The manager wouldn't authorize and then proceeded to tell us that we would need to pay 10% of the cost of the device in order for them to send it out for refurbishment. The service would take 2-4 weeks and we have to come back to the store to pick it up after it was refurbished. Device is less than 5 months old and we will not be getting a new one (just getting the old "repaired" one back)

He then said sine the device is less than a year old we only actually need to pay if they are able to fix it (as opposed t paying before it gets sent out). If they can't fix it we would get a new one. If they fix it and we pay, and for whatever reason it still does not work properly- we would have to bring it back to the store, get it sent out a second time, wait another 2-4 weeks and them have them "fix" it again. (only the second time we won't have to pay again apparently) We'll see.

For a $200 membership, this seems way overcomplicated for the customer to have to make multiple trips back and forth to the store to may or may not have to pay for the repair and then pay or may not actually get the device repaired.

I'm looking at possibly 2 months without my roomba...

David62 · Answer

They swap it but you must buy another warranty reguardless of the amount of time left on your warranty

Daisy · Answer

They will swap it out or give you a gift card even though you pay for it in cash or you paid for it on your Best Buy credit card with the accidental plan without that I have no idea and they don’t ask you exactly how you want it

Answered by Daisy 3 years ago

Answer

My insurance on my vacuum is over can I get it fixed

Luciediamonds2019 · Answer

My vacuum simply stopped working.
I was allowed to upgrade and purchase a new warranty from Best Buy.

Dulaney · Answer

They tell you to clean the sensors

“Is something wrong happens to the vacuum they fix it or swap it”

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