Best Buy & Geek Squad Policies

[Lduss86]

I Purchased a notebook I have given the geek squad 2 times to fix it. It would not connect to the internet and I told them that it needed to be repaired I was told both times I had taken my computer in that the diagnostics said there was nothing wrong with it.  I am giving customer service a chance to tell me how to  get my computer repaired without getting a replacement that is not of the same that I thought I was purchasing.

I have tried 2 stores and both tried to tell me it was adware that was causing my problem.  I recently purchased Norton 360 that the geek squad said was not as good as webroot which slowed down my computer and it showed This:

Inoperable Hardware DevicesShow Details

Problem : Norton 360 has detected inoperable hardware devices.

Recommendation : You may want to configure these hardware devices. Run Device Manager to properly configure hardware devices.

Fix Now

This section lists any hardware devices that are not working.

Data Type Device Problem and Description

Device Type	802.11 n WLAN
Device Status	Device drivers are not installed. (Code 28)
Plug and Play ID	USB\VID_0411&PID_01A2\1.0

This is the part I have told them that was not working or going out I have to drive 60 miles to get to Best Buy and I feel the Geek Squad is not treating me properly. 

 It has been aproximately 1 year since I have taken my computer to them I purchased a mini usb card to access the internet which was aprox.  60.00 dollars (I did not make the purchase at BestBuy).  I am going to give customer service the oppurtunity to make this right. I will post what happens after I speak with them. 

I am not expecting much with my previous experiences at the Pflugerville Texas store and The College Station Texas stores which both  stores said my computer had nothing wrong with it.  This does not include my experience with the store at Tech Ridge in Austin where I returned the Brother printer today that has not worked properly for several months and was only willing to give me a store credit even though I purchased the extended warranty which I paid cash for. I paid the difference for another printer but the manager nor the sales person cared when I said that would be my last purchase from Best Buy.  I proceeded to leave Best Buy and purchase my Norton 360 from another store after that experience which was for  5 computers so that is at least 100.00 they will not get from me.

I regret that I purchased all of the items in the past from BestBuy 2 Desktop  Computers 2 notebook computers numerous printers several cameras I cannot count how many computer accessories games, cds.  I do know there are several companies who appreciate when you buy those items from them.  I will be purchasing those items from the other companies from now on even if I have to pay extra on some items but most companies will match the price even if BestBuy  does happen to be the  I that will be better than supporting a company that does not appreciate my money. 

[deusexmachina Valued Contributor]

Sounds like you're missing drivers for that USB wireless card or they need to be reinstalled. Go to the USB wifi card's MFG website and download the latest drivers for it. If it's still not working, you will probably need to buy a new wireless card.

As far as your printer return goes, you will never get cash back regardless of if you have a service plan or not. The only exception is if you're doing a return within the standard return period. Otherwise, you'll get a store credit/gift card or a comparable unit.

[Lduss86]

i Have repeatedly  installed  the drivers which the notebook dumps the drrivers on its own.  This unit has been to the Geek squad 2 times.  I purchased a usb mini network attachment I do not have any problems after I purchased it for 60.00.  I tried to get the Geek Squad to replace the Network card instead they just said there was nothing wrong with the  notebook. 

I am going to have to step back into a Best Buy store because now the screen will black out unless I have it open to a certain angle. I am not looking forward to dealing with the geek squad again since they have ignored my request before and I was able to get the notebook to duplicate the problem in front of the geek squad employee. 

I have contacted customer care and advised them if I am treated in the same manner as before I will take my notebook and leave and decide how to deal with once I leave the store.

[Lduss86]

I have to open it to at least 135 degree angle for the screen not to black out.

[xl]

I have the 71.... Pop open the hinge and give the wire a little wiggle.... Bad design.

[Blake-BBY Community Connector]

Hello Lduss86,

Wow, that’s quite the story!  I can only imagine how frustrated and disappointed you must feeling with the service you’ve received.  I’d like to personally apologize for the nonchalant response you've received.   I’ll document your situation and thank you for bringing this to our attention.  I want to help in your situation, but I’ll need more information.

When did you purchase the computer?  Do you have a Geek Squad Black Tie Protection plan on the computer?  Are the Geek Squad agents unable to replicate the problem?

I look forward to hearing from you and again I’m sorry for how poorly your situation has been handled.  

[xl]

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Lduss86 wrote:

I have to open it to at least 135 degree angle for the screen not to black out.

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Your description of "black out" has been mentioned as "flickering" or "white screen" on the internet.  I was about to send my machine back to ASUS when I read many people who did this got nowhere.  It's a real shame since I spent $2000 on this laptop when I got it new.

Basically there is a wire that is being stretched each time the screen is open.  Have a look at this video.

  http://www.youtube.com/watch?v=Xw7NYYLhO6U

This is basically what my computer looks like.  The hinges are removed so I wiggle the wire each time the screen goes funny.  Really sad.

  http://www.youtube.com/watch?v=7yJ-LNIhnE4

Lookng forward to a new laptop when Win8 is released.

[Lduss86 · Accepted solution]

I will be adding my name to the list of former Best Buy Customers.