Rip off on Best Buy Geek Squad Subscription

April 2, 2010 at 22:48:24
Specs: Windows Vista
Has anyone had Best Buy charge them for a "renewel" of BB's Webroot Spysweeper with AntiVirus Software? I just checked my checking account (I Use a debit card) and had a charge of $45 for a Renewel on my 6-month old laptop.

1) I never signed up for this "protection".
2) I was never told I had a 6-month "Free Trial".
3) They automatically charged my account, which was only authorized by me for the purchase of my laptop
4) I called the 800 # and the support person tried to tell me where webroot should be located on my computer. It was never installed.
5) BB will credit my account, but it will take 30-60 days for this to process. Comapny Policy.

I asked if it was BB company policy to perform all of the above transactions without my permission and then float my money for 2 months. Wouldn't normally be a big deal, but I'm currently unemployed.

Let me know if you have experienced this.


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#1
April 3, 2010 at 03:31:52
I think you should take this up immediately with your bank.

Here in the UK, they would be in deep trouble, as organisations operating direct debit and/or standing order functions to take payments from their customers have to meet stringent criteria

Furthermore taking 30-60 days to refund is highly suspicious, as it could be taking them outside of repayment period terms.

Also you should post this on Craigslist or similar as a warning to others.

Advise back how you get on.

Good Luck.


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#2
April 3, 2010 at 08:30:43
There's nothing explicitly illegal with aggressive marketing & the practice is not uncommon in the business world. It is your responsibility as the consumer to educate & protect yourself to avoid inconveniences such as the above.

Why do they get away with such practices? They have a loophole: EULA.

Very rarely do people pay attention to what is being agreed to when installing an application, or, read their EULAs & they are aware of this innate consumer weakness. So; why not exploit it to the legal max, since it's not really their obligation to make sure people do.

I would not recommend wasting your time with Worst Buy arguing over company policies: companies don't typically take callers with such concerns seriously. I'm sure they have proof of you -- directly or indirectly -- authorizing the transaction: remember, their EULA is drafted by attorneys. You can rant, but your focus should be on getting your money back without expending anymore than the least amount of effort necessary & you seem to have negotiated that, even though, it falls short of your expectation.

Next time though, put the transaction on a credit card. You can file a dispute with them directly & get the charge(s) dropped immediately, while you iron things out with Webroot.

I do suggest calling Webroot @ 1-866-612-4227, they are open Monday through Friday, 7:00 am to 6:00pm (Mountain Time.) Be sure to talk to a live operator at the renewal queue -- don't choose the cancellation queue -- about your subscription. They should be able to delete or cancel your subscription & issue an immediate credit.

Just be more proactive in the future & remember, no one's looking out for you.

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#3
April 3, 2010 at 09:18:33
Thanks for the advice! I will contact my bank first and see what they say. If their is any issue with their policies, I will check with Webroot.

I keep an eagle eye on my account as it is a Debit. I don't have a credit card anymore, but I can have it processed as a credit card and will do so in the future.

Can you imagine the millions of dollars BB reaps by this kind of practice? At least when CC was still around, you had a viable alternative.

Thanks again guys!


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#4
April 3, 2010 at 11:42:34
AOL once did that same thing, Ithey sold my credit card information to an aol travel agency (they denied that of course). Needless to say, I had my card terminated and my bank sent me a new CC.
I would be notifying the better business bureau on that action with Best buy. Obviously BB sold your credit card info to Webroot.
Get your credit card to look after the problem.

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#5
April 3, 2010 at 12:47:02
"Can you imagine the millions of dollars BB reaps by this kind of practice? At least when CC was still around, you had a viable alternative."

I imagine a ton of money, since they get a commission out of every one of such transactions. But, again, there's nothing illegal or unethical about the practice. It may not be in every consumer's interest, but what is in every consumer's interest is subjective.

As far as Circuit City being a viable alternative to Worst Buy, I wouldn't put such practices past them as well if they want to be competitive, but they already folded, so I guess it really doesn't matter ... lol!

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#6
April 11, 2010 at 11:30:52
Hmmmmm. If you had made the same purchase from me and I offered to refund the money on this issue to make you happy a judge would say that my actions by offering the refund is an admission of guilt. Yes I am sure there is some loophole that was not read or understood had it been read in the EULA however a reputable comapany would have given notice before taking payment. I used to pay my light bill by automatic bank draft, it came out of my account on the same day each month and still I got notice from the light company 3 days prior every month. I would look into either fraud charges or identity theft maybe. 30-60 days for a refund is unacceptable 3-7 days sure.

Likely


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#7
June 17, 2010 at 18:52:18
You actually slide a credit/debit card for the anti-virus. You
have to think, you would wonder what you were sliding your
card for, if not the whole purchase. Throughout the whole
transaction you have to slide a card for the anti-virus, then
again for your purchase. It is an employees fault if they did
not inform you fully, but you are also at fault for sliding your
card for it. They also require an email address for this as
well. If you gave a correct email, they would have been
sending you emails about the updates. I would say it's not
Best Buy who is at fault here, and by refunding your money,
they are not "admitting fault," but rather doing the honorable
thing, since to say you didn't know about this issue.

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#8
June 18, 2010 at 09:56:06
Simple answer.....

Don't use Best Buy / Geek Squad. Problem solved!

PowerMac 9600(1 ghz G4)
512mb RAM
50gb SCSI
ATi 9200 PCI


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#9
June 18, 2010 at 11:36:26
re: "I asked if it was BB company policy to perform all of the above transactions without my permission and then float my money for 2 months."

What was their answer?


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#10
June 18, 2010 at 12:37:13
The geek squad has more than tore their @ss with me in the past. Thanks to them best buy will never get business from me again nor will I recomend to anyone else. Last time I was there I was looking for a part for a friends computer. I asked a salesman and he attempted to see is they had it and told me he was from a different department but would get me someone to assist me. He sicked the goon squad on me. This minimum wage brat was only interested in selling memberships. After a third attempt to inquire about the part and getting hit with another sales pitch I had to see a manager just to shut him up. Even the sad department manager had no intrest in selling me the part just defending this .......kid. On to the store manager. He said he would have the part located. I suggested he deposit the part in the kids back side and left. A total waste of an hour. Never again.GOOD BYE BESTBUY!!!!

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#11
June 29, 2010 at 20:38:04
I've purchased a laptop at bestbuy a month ago and just checked the recipt. OMG it has charge of "geek squad pc setup $69.99"!! It's my fault that I didn't check the reciipt well before I paid but I have never agreed to use geeq squad. Also there is a charge of "ask a agent $19". What is this?? I will call them up tomorrow and see.

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#12
June 29, 2010 at 21:56:42
90 bucks for nothing? There's gotta be something wrong with that...

Skip
Audares Juvo


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#13
June 30, 2010 at 11:56:42
I've just called them up. They explained that the Geek squad PC setup is already installed in the Laptop and if I don't want it I have to ask the laptop without it. How did I know that? Nobody explained that to me when I purchased it. They should have made it clear that there is 2 kinds of PC with or without Geek Squad and price is $70 diffence. To begin with who needs geek squad service for laptop? Why it is preinstalled? This is completely a ripoff way of doing business!!

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#14
June 30, 2010 at 11:59:56
so take it back and get that refund...what is stopping you?

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#15
June 30, 2010 at 22:04:58
Yeah what he said.

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#16
August 5, 2010 at 19:17:49
I have been working at Best Buy for two years now. Used to have my own business, but in this economy you've got to do what you've got to do (I'm 48 years old!). Happy to report that as of May 2010, the Geek Squad no longer swipes credit cards for the anti-virus. It's six months free, and after that it's up to you to renew it. That's the way I feel it should have always been... Also, regarding the $19.99 "Ask an Agent," that's the way it rings up. Look closer at your receipt: that $19.99 was subtracted from the cost your computer -- insetad of, say $699.99, your computer cost will read $680.00. Again, no credit cards are swiped for anything except the purchase itself. I'm sure they caught a lot of crap for it, and that's why the policy changed. I for one ALWAYS tell my customers what they're getting, and I go over each receipt with them before they leave.

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#17
August 6, 2010 at 15:47:36
I applaud you Don. The Best Buy I have visited here no longer gets any business from me thanks in part to their goone squad. I haven't had issues with payments just some young kid that, I don't care if he took a computer class in high school, has no experience trying to push junk on me that I didn't want or ask for just to fill a sales quota. The last time I went there I forget what I was looking for but they didn't have it. Ok fine that sucks but it happens. To me that the end of the shopping trip. They didn't think so. So now I would rather shop on ebay.

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#18
August 19, 2010 at 15:28:03
did the same thing to me yesterday renewed webroot for two computers I had purchased from them 41.99 x 2 83.98 that took me totally by surprise .I did not authorize these withdrawls either .Very sneaky taking advantage of the consumers ignorance ,and being totally oblivious as to this theft .Now I am informed it is canceled but good scenario a return of funds in 5-7 days worst scenario 30 days or more . Not unemployed but my debt ratio is very high and this wasn't any help in my attempt in getting out of debt. needless to say I am pissed

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#19
August 19, 2010 at 19:22:54
Actually, Norton does the same thing once they have your Credit Card.
I uninstalled Norton, the client notified them that she never needed it. They used her CC to renew the subscription 3 months later. She had quite a fight and got it straightened out.

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#20
November 5, 2010 at 07:46:48
it is made clear on every card diplayed in the computer department.... havent anyone of you actually shopped at bestbuy????? read the card and info presented on it..... all it takes is a couple seconds to do...... just most people are lazy and want everything done for them.....hmmm..... what a concept

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#21
November 6, 2010 at 19:37:00
When I first started tinkering with computers bust buy was a great place to get parts if you didn't want to wait for shipping. Were I was they were a bit cheaper than most and had everything. The last time I was in one all they had were bells and whistles. Nowhere did I see a sign that says "If you are desperate enough to swipe a credit or debit card here we will give you a surprise screwing in the future". I did see plenty of folks try to pawn off worthless service subscriptions that I am guessing are self renewing from the sound of things.

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#22
November 6, 2010 at 19:40:00
Best Buy = 2% mark up on computers and 789% markup on bad services that you must have and agree to keep to buy the computer?

Likely


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#23
November 6, 2010 at 19:52:37
hey static8ball, do you work for Trashbuy? Sounds like it.

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#24
November 7, 2010 at 01:45:56
Considering he has only been a member since November 5, 2010 and has only made two posts dated uh November 5, 2010 both in reply to bad buy issues I am thinking you hit the nail on the head XpUser4Real.

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