Best Buy & Geek Squad Policies

[gipsywing]

I am officially boycotting Best Buy.

After an incident and a conversation with the Manager "Roy" at the Fayetteville, NC store, I will NEVER buy anything from them, step foot in the store, or support their business in any way.

I have learned something shocking through trying to help my mother-in-law through a bad experience there.

It is Best Buy's policy that if you take a computer in for warranty repair (or any other repair) they will ask if you would like a back up of your data.  Whether it is a hardware repair or a software issue, the price is anywhere from $99.00 to $159.00 for them to back up your data from your hard drive. In my case it was $99.00 but they advertise $159.00 on their website. 

I would have thought a company would back up the drive while working on said computer just for their protection and as a courtesy to the customer.  I was further told that Best Buy will NOT do ANY work or touch any component and not be paid to do so either by the customer or the manufacturer.

The Best Buy warranty policy states that their warranty covers the hardware, and the individual is responsible for their data.  Even Best Buy carries external drives for back up starting at $94.99.  You would think they would offer to sell you the back up drive, back up your data for a nominal fee or hourly rate, and you could take it home with you.  They would get the profit from the sale and the nominal fee/rate! And the customer would leave happy and not empty handed and feeling screwed.

I feel that this is an absorbent amount and is designed to pad the pockets of the company by charging this fee to victims that don't know any better or in a bad situation.

Back up of your data is very important under any circumstance because static can wipe your hard drive or damage files.  Be sure to back up your computer on a regular basis to avoid losing data in the event that you do have computer failure.  And this in itself will avoid any unnecessary back up fees. 

Please help me to spread the word to everyone so they too can avoid this fee.

Thank you,
Melinda {Last name removed to comply with Community Guidelines}
Lillington, NC

{Message edited to comply with Community Guidelines}

Message Edited by Aaron-GS on 06-18-2009 04:13 PM

[hockeycanuckjc Trusted Contributor]

Geek Squad backup is not for everyone, but for those who need it, this rate is a heck of a lot cheaper for a certified professional to do it then to find a local mom and pop shop who hired a high school graduate that thinks they know what they are doing , but at the end mess everything up.

Note, that backing up data yourself can pose risks as well at any time.  

[SlimJim77]

That's right folks...back up your data, because Best Buy ain't your mommy.

[JustusRyan]

WOW! Best Buy won't do any work for free? That's unheard of in business! Especially the part about they won't touch anything without being paid!

[Elizabeth-BBY Community Supervisor]

Hi Melinda,

I've asked Aaron, one of our Geek Squad Community Connectors, to review and respond to your concerns.  You should hear from him within the next few business days.

Thanks for posting,

[Heisenberg11788]

I dont understand why this is an issue. If you own and use a computer, backing up your data regularly is a routine task that you should expect to do on your own.

[Aaron-GS Community Connector]

Hello Melinda (gipsywing),

I’m sorry to hear about your mother-in-law’s recent computer troubles. I can imagine how disappointed she must have felt to be in need of repairs, especially if she did not have the opportunity to back up her data prior to seeking service. Like others have pointed out, however, remember that it is ultimately the consumer’s responsibility to ensure that their data is safe and secure. Neither our service plans nor most factory warranties include coverage for software-related issues (such as data backup and data recovery), so consumers must pay an additional fee if they would like either of these premium services performed.

Now, I’m not quite sure why there would have been any confusion regarding our service fees, but I certainly apologize if this was the case. Best Buy offers three different levels of data backup services, each with its own unique benefits:

http://www.geeksquad.com/services/computer/category.aspx?id=2553

As hockeycanuckjc mentioned though these services are not for everyone – we offer them as a convenience for our customers who may prefer to not backup their data themselves or did not have the opportunity to do so prior to encountering hardware difficulties. Regardless of why these services are sought, bear in mind that the associated flat-rate fees are competitive with other service providers.

That being said, it’s regrettable if your recent experience did not meet your expectations; please know that management will have the opportunity to review the situation. If you have any other questions or concerns in the meantime, please do not hesitate to let me know. You can send me a private message by clicking on either the icon in my signature below or the letter icon in the upper right-hand corner of the page.

[reidman]

First off time cost money, it seems that price is a little high so why did you go there in the first place?

Second just because you bring a computer in for service doesn't mean you will lose your data.

Third if they are going to do a reload they should tell you before they do.

In my company if a computer comes in with a virus its a flat $75.00 fee no matter what, Before I start I backup the document folder

just in case. If computer needs a reload because its so bad then its still $75.00 flat fee no ups no downs you know what you will pay.

So If I can make money why can't they tell you up front what it will cost?

Lastly aways backup your own data first before you need a repair!!!