Geek Squadplan renewal notification failure

I
This review was posted by
a verified customer
Verified customer

I purchased a Lenovo laptop and Geek Squad protection plan in January 2016. There was a 6 month trial of Kaspersky Protection. When the 6 months were up [July 2016], I went in to renew Kaspersky and extend the Geek Squad protection as well. So today, 6/25/2017 when I called to renew Kaspersky and Geek Squad Protection, I was told that the GeekSquad plan expired in January, 2017! I explained MANY times that I did not receive any renewal notification. And was told that because it had expired the only option available to me was $199.99 per year/ or $99.99 plus $7.99 per month for coverage which is much more than the $99.99 annual renewal I signed on for. I had been transferred from support to billing in total 6 times, I repeated explained the situation, one person even hung up on me although I was not rude in the least. When I finally got a supervisor - she only echoed that because it had expired- that the original plan could not be reinstated. And even though I did not get a renewal email notification "I should know when my plan expired". I explained again, that I thought it was in July which is why I was NOW calling to renew. That point was lost! There was no record of renewal notification and after I asked repeatedly to renew at the original rate, I was told that could not be done. Exceptions are always made - especially when there was a failure in communication from the Merchant. After an hour and 10 minutes of this nonsense, I gave up. With the exception of Amanda, it was impossible. Why would I call to renew 6 months after an expiration?! I have been a good customer!

Post your comment

    By clicking Submit you are agreeing to the Complaints Board’s Terms and Conditions

    IN THE NEWS

    Unhappy consumers gather online at Complaintsboard.com and have already logged thousands of complaints.
    If you see dozens of complaints about a certain company on ComplaintsBoard, walk away.
    One of the largest consumer sites online. Posting here your concerns means good exposure for your issues.
    A consumer site aimed at exposing unethical companies and business practices.
    ComplaintsBoard is a good source for product and company gripes from especially dissatisfied people.
    You'll definitely get some directions on how customer service can best solve your problem.
    Do a little research on the seller. Visit consumer complaint websites like ComplaintsBoard.