Computer / Geek Squad Nightmare
I have to say...buying a computer at Best Buy has been the worst experience of my life, bar none.
I bought a Dell 117-B desktop pc at Best Buy with Geek Squad standard protection warranty on January 1st, 2009. I spent 5 hours installing my office software, etc. Ten days later the CD-ROM drive went out. When I took it back to Best Buy, the Geek Squad told me that they couldn't get the monitor to come on to do a diagnostic and the video card must be bad also. They suggested exchanging for a new machine since I was still within my 14 day return period. They didn't have any more comparable Dell's in stock so they suggested buying an HP A6750Y desktop pc. They told me that HPs don't come with recovery disks, but that for $70 they would be willing to create recovery disks and "optimize my system". I paid $70 for the "optimization" service and exchanged for a new HP which I picked up two days later. Mind you, I never would have had to pay the $70 for recovery and optimization if they had been able to sell me a replacement 117-B Dell since Dells already come with those disks free of charge.
When I got home, I installed Kasperky antivirus 2009 and ran a full system scan (came back clean) on the HP and spent another 5 hours re-installing all of my software. Eleven days later, my computer began crashing with a blue screen (happened 4 times) and throwing an error message. I took back in to Best Buy Geek Squad with a copy of the error message and was told that they would have to throw it on "the wall" for diagnostics and that I could either A) request a refund right then or B) exchange for another machine or C) just wait for the diagnostic to come back. I explained that I was concerned about the 14 day return period expiring if I did not make a decision that day and so didn't have time to wait for the diagnistic to come back, and didn't want to have to buy a new machine and go through the pain of re-installing all of my software all over again. The Geek Squad agent consulted with a Best Buy manager who then exchanged and sold me back the same computer thereby extending the 14 day period to allow for the Geek Squad to run their diagnostics.
The diagnostics were supposed to be done the next day, but three days later had still not been completed. The explanation that I was given was that someone had "forgotten" to put the machine through the diagnostic. It was a week before the diagnostic was completed. The result? Geek Squad told me that they couldn't replicate my issue and that I was going to have to "wait it out". They also stated that it appeared that Specter Pro (a big brother program) was on my machine and that they would be willing to remove for $129. I was outraged about the non-find and the $129, after all, it was a new machine running the same antivirus software used by Geek Squad and to be honest I felt like the specter pro thing had been contrived to get more money out of me. It was my personal machine and no-one else could have installed specter without my knowledge. Was it put there by a Geek Squad agent when they had done the set up? The Geek Squad agent suggested taking the machine back home to back up my data and bringing the machine back to the store for a refund since they couldn't find the issue with the blue screen. I asked about the $70 recovery disks if I brought the machine back for a refund and he said "just bring the disks in with you and they will give you a refund for them as well". I wouldn't have any use for the disks if I brought the machine back.
I went home and backed up all of my data. I also ran a full antivirus scan with four different anti-virus programs recommended by a Microsoft MVP to scan for the "Specter Pro" and they all came back clean. I was really beginning to question the integrity of the Geek Squad.
So...I took my machine in for a refund. When I got there, I was hounded to death about exchanging rather than asking for a refund. I was told that they would have to run a check on the machine before I could return. I told them that I had already had a system check run and that it was at their own recommendation that I had backed up my files and returned for a refund. I was questioned ad nauseum by the manager about the "blue screen" error and that they couldn't seem to replicate the issue. Basically, they inferred that I was a liar and seemed to be looking for a way out of the exchange. I told them that I did not want to exchange, or wait for further tests, that after three exchanges, I was tired of the nonsense and hassle I was being dragged through and just wanted my money back. Why was I receiving this sort of treatment when I was within my 14 day period? Why can't they just apologize for my poor experience, wish me the best and that i'll buy something else again soon and process my refund? I began to feel very angry.
After about 20 minutes of argument, they agreed to refund my computer and warranty cost, but the Geek Squad manager insisted that he would have to charge me a 15% restocking fee on the desktop machine. I was outraged sine it would be over $130 not to mention the fact that he was also stating that they would not refund the $70 I had paid to have my system "optimized". We went in circles for what seemed like an eternity about the restocking fee, with him refusing to budge until he was reminded by another associate that "there is no restocking fee on desktop computers". What a joke.
The $70 system "optimization" fee? They refused to give me a refund and stated that they couldn't provide a refund since they had spent time working on the machine which could not be recouped. I reminded them that I had spent over 15 hours installing software on two machines and preparing them to be returned that I could not recoup, not to mention the multiple trips in to the store. The time argument cuts both ways. This whole fiasco has wasted a TON of my time.
I asked to speak with a manager and he told me "i am basically the geek squad manager and we don't budge on the policy". I reminded him that I had been told by his own staff that I could get a refund if I brought the disks back with the computer to which he refused to respond. He stated, that they aren't allowed to change Best Buy policy. Baloney....someone in that store has the authority to make business decisions in exceptional cases. I think three exchanges and still broken ought to permit me to speak with a manager if I want to.
The optimization service is a waste of money, don't buy it, or if you do....expect mediocre service
The Best Buy policy is that installation services are non-refundable, but aren't they guaranteed for 30 days? I am not at 30 days let alone 14 from when the service was provided. How can they guarantee a service and then recommend that I exchange for a new machine since they can't fix the issue and it would be more convenient for them than fixing it?
How can my system be optimized and crashing with a blue screen? What good is a service for a machine that I couldn't even keep since it was broken? The offered to "optimize" another machine for me at no cost, but why would I want to endure the pain of yet a fourth exchange and turn it over to a team of IT "professionals" that can't even fix problems if they come up?
Conclusion
I won't be buying anything else from Best Buy and would appreciate a response from someone at Best Buy Corporate about when my refund will be here for the $70 I wasted on the Geek Squad.
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