Best Buy & Geek Squad Policies

[ams1_9_9_2]

I had bought an Asus G73SW series laptop, and though I have read that many were recalled, I had not discovered if mine was or was not. Now I've had this laptop for awhile, though I am unsure as to when I bought it, all I know is the original warranty is up, and Black Tie is all I have left (unfortunately.) I live a pretty decent distance from a Best Buy store and can not drive, as I don't have my license. I've been having problems with this laptop since day 1 and foolishly thought they may become better. Recently I brought my laptop into a geek squad service center at the "local" best buy. My family had to go near, so I dropped it off then. I told them my problem, which mainly is the Computer freezing up, causing the track pad to glitch, randomly zoom and unzoom pages, and when in browsers it pulls my page to the previous one I was looking at, or to the next. I actually have video of this, and it frustrates me beyond belief. It messes up any documents I attempt to write because I cannot save and the only way to get it working again is a hard reset. It messes up my gaming because I can no longer move my sights and am then very quickly taken out or I lose. It messes up pretty much everything. I also had an entire line of pixels go out on my screen horizontally, this they fixed. The thing is, the product wasn't ready, and I don't understand why Best Buy would let a product like this out of the store. It's gone through updates, the trackpad drivers were reinstalled and updated and still, the computer has the same issues. I am VERY displeased with my service, and I believe many people here may have it right in saying that Best Buy isn't siding with their customers after money has exchanged hands which is very disappointing. If I could get a refund or even close compensation to invest in different products I would be pleased, because I believe my laptop to be on the line of recalls. Unfortunately Best Buy couldn't verify for sure that was the case. Although I mentioned it to the Geek Squad service member. If the issue continues and nothing is done to resolve this problem, I will discontinue my continued loyalty with this store. I have never felt unfairly treated or ripped off before by this company but to sell a computer at that high of a price and not back it up or appease a customers concerns isn't right. Black Tie protection requires it to be brought in 4 times for a refund to be offered, and that, is complete and utter nonsense. Best Buy, if anyone from your store reads this, I will be using the refund at Best Buy, all of it, to get different hardware. I shouldn't spend over a thousand dollars and get the quality of components I have. It is a great system if it didn't have so many flaws, and all of the little policies that are hidden in the background of your services are frustrating many people, including myself. So please reply, and please try to help, because I am extremely displeased, and I feel completely scammed with this laptop. Thank you for your time if you read this, and I hope it helps others in the same position if there are responses.

[ams1_9_9_2]

Just wanted to check in, hoping I could have some sort of response in the near future. Posted this lastnight, will give it awhile. Just hoping to have some sort of contact with someone who could help. Thanks.

[deusexmachina Valued Contributor]

General response time is 3-5 business days. So it'll be a few days still.

[deusexmachina Valued Contributor]

The Geek Squad in store techs will need to verify the hardware issue before sending it out for service. They will run diags and such to test the hardware, but if the issue is intermittent, it will be very hard to replicate. Bring in the video of the trackpad glitching out so they have more to work with.

Best Buy does not and cannot check product for defects before they are sold. If you were having issues from day 1, the best course of action would have been to bring it in within 14 days and gotten a new unit during the return period. Now, a year later, getting a replacement without qualifying for a no lemon replacement will be quite difficult. However, had you not had the GSBTP, you'd be paying for a new screen out of pocket if it was outside the 1yr MFG warranty...LCD replacements run $300-$400.

GSBTP is a service plan and will cover the service of your computer for however long you purchased the coverage for. There is a "no lemon" clause in the service plan which will get the laptop exchanged if there are 4 valid and qualifying hardware repairs.

Also, gaming with a trackpad? ಠ_ಠ

[Mbrguy Trusted Contributor]

Did you at least check the computer in and let the Geek Squad run a diagnostic on it?

If there is something wrong with the hardware that is covered by Black Tie, they will repair it, but they won't refund the money on the computer just because some others were recalled by the manufacturer.  The 4 times until refund thing you were referencing is handled a bit differently.  Under the No Lemon policy, the computer has to be sent off to the Service Center 3 times previously for a qualified repair and the computer must be needing a 4th qualified repair.  If this happens, they will authorize a replacement for a comparable specced computer.  A qualified repair is on in which a non-consumable hardware part is replaced and that replacement fixes the computer. 

For the full terms of the plan, you can find a copy of it at this link.

If you have any other questions, feel free to post them here.

[Mbrguy Trusted Contributor]

Dang, ninja'd by deusexmachina.   

[ams1_9_9_2]

Thank you for the replies everyone. As I wrote in the first message, I had brought the computer into Geek Squad, where they sent it in for repairs. The monitor was replaced and the trackpad drivers were reinstalled. The monitor is fine, the trackpad still has issues. The problem doesnt just lie in the trackpad. I have external USB mouses I use for gaming as well, and yes, gaming with a trackpad does not make one inexperienced and should not be looked down upon. Actually it makes things more difficult, and to do well gaming with the trackpad should be reverse of what you made it seem. If I don't have my mouse with me, I use the trackpad, otherwise, Im using the mouse. Same issues. If I could find out which model had the recall, that would be great, or at least find out how they determine it when it's being tested. Also, I said in the first post as well that I cannot drive. So the 14 days thing was kind of out of the picture being I would have to have someone drive me within that time. I am frustrated with the quality of service and the policies that degrade a very large investment by selling bunk products. Whether Asus knew or not, I believe strongly in honesty and integrity and Best Buy is a corporation so Asus letting out a bunk product with Best Buy in support knowledgable or not, it's frustrating that they would back up such products rather than stand by their customers. If Im looked down upon for occasionally playing games with a trackpad and not being able to drive, and members of the Best Buy "Team" were behind that, my loyalty and that of friends who have also been loyal but have seen this product and the quality it is, will most likely discontinue as well.

[deusexmachina Valued Contributor]

I think it safe to say that gaming with a trackpad will 100% of the time be worse than with a mouse.  The accuracy with a trackpad vs. mouse is not even arguable. I can only imagine someone playing Counter-Strike and telling their team "I know my K/D ratio is 2-20, but I'm playing with a trackpad and its really difficult...but you should be impressed because I'm using inferior tools and still managing to be mediocre". There is a reason people don't use joysticks instead of a mouse...there is a better option.

As far as your actual issue, it sounds like a palm check problem. Are you disabling your trackpad when using your external mouse? If not, you're hitting your trackpad with your palm when you rest your hand on the keyboard/palm rest.  If you are having the same issues with a usb mouse, then the problem is probably not with the computer.

There is no need to try and blow things out of proportion. Do I truly care if you use a trackpad for gaming? No. Do I think that gaming with a traditional mouse is without a doubt better? Yes. Did anyone say anything negative about you not being able to drive? No. Were the policies surrounding the length of time of the return period explained? Yes.

[hydrogenwv]

It's not Best buy's responsibility to track recalls. When you purchase a new computer, there is a form included to fill out and register the computer. If you filled that out and mailed it back in, they would likely contact you if a recall for your model was announced. There are literally tens of thousands of models of computers, so it'd be ridiculous for Best Buy to maintain a list of recalled computers when there is a system in place to notify the consumer already.

  That said, focus on getting the computer repaired. Bring your video into geek squad showing what it's doing, and pay attention to the issue as much as possible to describe when it happens or, better yet, how to replicate it. If they can't find any problems, they will be reluctant to send it out, so help them see the problem. Just my 2 cents.

[Ryan-BBY Community Connector]

Hello ams1_9_9_2-

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