I spent $8k on a home theater system from Best Buy along with the "Black Tie" added guarantee. I began having issues with the sound about 6 mos.
after purchase. The Geek Squad refused to come and resolve the issue but instead had me call Sony. A Sony tech came and inspected the system and found nothing wrong with the TV but suggested it might be the Dish Receiver. I had a new Dish Reveiver installed and the problem was unresolved.
The Dish tech it most likely was the Harman Kardan AVR. I am now over 3 years into the frustration in attempting to resolve the issue (each tech I had look at took multiple phone calls and much convincing to look at the problem. I again call Best Buy Geek Squad at the store where I bought it but they will not deal with the issue and told me to call their less than customer friendly 800 service number. After multiple transfers and holds over a 90 minute phone call I was finally told by a tech that she was a tech for TVs and I would be transfered to a tech for sound...after a long hold I hung up.
I am convinced that the Black Tie Service at Best Buy is nothing but a scheme to collect extra money at the time of sale and then just delay and frustrate the customer with an issue after the sale until you go away.