Best Buy & Geek Squad Policies

[User144259]

As a long time customer and shareholder, I’m disappointed with the service that I recently received from Best Buy and Geek Squad.  I’d recommend that you avoid this location as they are not concerned with their customer experience. 

Let me explain – I took a laptop to the Geek Squad (3/14) to perform a data recovery as I received a virus and need to wipe my hard drive.  I was charged $170 and was given a Toshiba External drive.  The laptop was delivered in perfect condition and was noted that only finger prints existed on the top of the lid (Service Order {Removed per Forum Guidelines}).  The back-up was completed later that day and I went to pick-up my laptop.  Immediately, I noticed that the cover had been scratched.  It most likely occurred when the technician took the hard drive out, it was placed face down on a dirty surface which led to scratches (poor mistake for an organization that performs so much computer maintenance).  The Geek Squad Tech called a Operations Manager, Robert {Removed per Forum Guidelines} to assist me.  Robert explained that he would send the laptop to Toshiba to have the lid replaced and I could expect the laptop in 2-3 weeks.  Robert informed me that I would be compensated for my trouble and lack of laptop.  On 3/24, I received a call that my laptop was ready.  I was pleased that it only took 10 days for something that should never have occurred.  The laptop had a new lid placed on it and it was returned to its original state.  Robert (Operations Mgr) was not working that day so I was assisted by Mike {Removed per Forum Guidelines} (Mobile Mgr).  He called Robert and was told to give me a $50 credit.  I expected more as I was not able to use my laptop for 10 days and as a small business owner was unable to conduct some of my day to day business.  I escalated to Dave {Removed per Forum Guidelines} (Store Mgr).   Dave stated that the credit was not compensation and he would only authorize $50.  I guess when BBY damages your property they feel that fixing it makes everything better.  Personally, I was without a computer that I needed…At the very least, receiving a credit for the full service charge would have been respectable.  Instead, I received $50 which equates to $5 per day that I was without my laptop. 

BBY’s customer experience is poor and I would avoid Geek Squad and this location.  There are plenty of other businesses that will provide a data recovery at a better price and with better service.

I’ve heard many times that Best Buy has become Amazon’s Showroom…AND I’ve experienced it first hand.  I’ll no longer purchase anything from Best Buy and will never refer any friends or family.

A former customer,

G.S.

Portland, OR

[CrystalWoW Community Veteran]

To be honest, while they had to fix it, they didn't have to give you any compensation for it. That $50 is a good will gesture and it sounds like they sent it expedited otherwise it wouldn't have only taken 10 days.

[User144259]

I guess the customer experience at Best Buy doesn't matter.  If you are without your equipment - its not Best Buy's fault even though they caused the damage!

The reply I received from Crystal at BBY:

To be honest, while they had to fix it, they didn't have to give you any compensation for it. That $50 is a good will gesture and it sounds like they sent it expedited otherwise it wouldn't have only taken 10 days.

[deusexmachina Valued Contributor]

That sounds quite reasonable... they got it fixed and gave you $50 for the trouble. What exactly did you want...?

On a side note, how do you run a business with only one computer? That scares me....

[CrystalWoW Community Veteran]

I don't work for best buy so I don't know why you put at bby and my response was already fully public right above your reply.

[User144259]

It would have been reasonable to credit the entire data back up service ($170).  I dropped off a laptop for what was supposed to be a 24 hour service & it turned out to be 10 days because of negligence.  The lack of a clean working surface at Geek Squad is irresponsible.

My small business only has one laptop because we are mobile and rely on iPad/iPhone’s on the go.  The laptop is used for book keeping & invoicing only.

[CrystalWoW Community Veteran]

They have clean working surfaces that are padded and the material doesn't cause scratches but of course accidents do happen. A screw gets underneath the lid or some other object and a scratch happens, or when they put it in the storage bin the top gets scratched. That is why they made it right for you and fixed it and gave you a goodwill credit.

[User144259]

Sorry Crystal...still getting used to this community when I replied.  Thanks for your comments.

[Ryan-BBY Senior Social Media Specialist]

Hello User144259 -

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

[jayturner]

I believe he wanted his laptop back within the 24 hours GS quoted him. The fact that damage was done to the laptop while in GS possession resulted in the loss of use of his laptop for an additional 10 days may not seem like a big deal to you, but most people cannot afford to have multiple laptops and the fact that GS's negligence caused physical damage to his laptop demonstrates the level of care that GS employees use while working with customers' equipment. Honestly, I would be livid if I was told I need wait 10 days for my laptop to be repaired when I was expecting a 24 hour turn around. I understand that accidents happen, but why should the customer have to suffer as a result of a GS employee's accident? In my opinion, the entire service cost should have been refunded in this particular case.