Best Buy & Geek Squad Policies

[jrpowell02]

Quick and too the point. My computer wouldn't boot up anymore, I tried everything. So I took it into Best Buy saw Geek Squad. They checked it out and didn't know what was wrong. So they said they can send it "in" and have it repaired. Which is fine, I had a warranty, no problem. I was told maybe at a week at the most that they would call and it would be fixed. 3 Weeks pass so I called, they said another few days. I received a call, said it was ready to be picked up. Now, I do not live close to a Best Buy, by any means. So I went there, waited in line for about 30 minutes. Tried to start it no luck, said insert Boot Disc. They told me they replaced the hard drive. That they would need the boot discs. That they didn't have any. So I would have to go back home get them and bring them back. I said, "fine I will".  Next day I brought them in, they told me "it will take about 4-6 days". "Fine" again, So I went back home. About a 5-6 days pass, got a phone call saying "it was ready". So I went back in, they hand it too me plugged it in too check it, and again said, "Insert boot discs". So blah,blah,blah was told to me, said it should be ready in 1-2 more days. So I came back home, now I need to go back in hopefully it'll be ready pick it up and a nice looong drive back home. I am very frustrated at this time.

        Too make a long story short, for the past 6 months my wife and I have been seriously looking at new TV's there at Best Buy, because in about 1 month we want to get 1 for sure. I hardly doubt we will shop there for a new TV now. There's always a Wal-Mart. It would be nice for a little comp. for this headache and hopefully restore my faith in this company. Thanks for listening

[Ryan-BBY Senior Social Media Specialist]

Hello jrpowell02 -

Doug from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[jrpowell02 · Accepted solution]

Well this is the following day, I was told last night when I was there at Best Buy it would definately be fixed this morning first thing. So I leave work drive all the way to Best Buy, well, guess what, its no ready............Now I am told there may be a problem with my boot discs. These discs are the ones they created when i purchased this computer. Now really? This is gone past frustration, now Im just tired of it. I asked to talk to the supervisor, they told me that they will call tonight........Well see what happens.....Till next time

[jrpowell02]

No it hasnt been resolved, I clicked the wrong button.

[Douglas-BBY Community Connector]

Hello jrpowell02,

Thank you for being so patient while we worked to get your computer repaired.  I know that it isn’t a convenient drive to make and I’m sorry that we asked you to make it so many times.

Repairs typically take 2-3 weeks to turn around from start to finish.  While we don’t have the restore discs on hand for every computer, once we have them, we should be able to get you all set up.  I’m disappointed that someone didn’t check to make sure that everything was running correctly before letting you know that it was ready for pick up.  I can imagine it was frustrating to show up only to find out that we still had work to do.

I would like to follow up with our local management team to make sure that our agents are following our guidelines to avoid mix-ups like this. Would you mind sending me a private message with your service order number? You can send me a private message once you’re logged into the forums by selecting the envelope icon in the upper right corner of the page.

Regards,