Best Buy & Geek Squad Policies

[andydam]

I have had enough of Geeksquad. It has been about 5 weeks since I sent my computer in for repairs. On the estimated date for my repair to be finished, I went to the booth, let them get somethings on their computer, then they said my computer was still being repaired, when my computer was sitting right behind them, on a counter. I had to ask them another time, and point out my computer, which they then said, "Oh yeah, its done repairing". So then I went to check if the computer still had it's problems, which it still did. After talking to the Geeksquad employee, I found out that they hadn't even sent out the computer to the repair center. 3 weeks, and they hadn't sent it out. I hadn't gotten a phone call too saying that I could pick up my computer. So then, they said they would send out the computer as it still had problems, and told me to come back in 2 weeks. I came back today, and they still didn't have it. I am very pissed about Geeksquad. What were they doing the first 3 weeks?

[Sassums]

They could have been scanning it for problems at the store, hoping it could get repaired instead of being sent out.

Or they could have been really busy.

I just took my camera in and they told me two weeks, so I will check in 2 weeks

[Starflyer59]

I don't care how busy someone might be..it does not take 3 weeks to troubleshoot or scan a computer for problems. If GS cannot handle the workload then just tell the customer they can't handle it and outsource the service to a company that can handle it.

[Elizabeth-BBY Community Supervisor]

Hi andydam,

I've asked Dorothy, one of our Community Connectors, to look into this and offer her assistance.  You should hear from her shortly.

Thanks for posting!

[andydam]

Thanks, but I don't think there is a need any more, as I believe that my repair is complete. I have recently gotten an email from an Apple repair center that my repair was complete. I had paid for Geek Squad's warrenty, and not AppleCare, and I expected Best Buy themselves to repair it. I am also wondering what they did during the first 3 weeks. Also, in the AppleCare email, there was a linked survey. Under one of the questions, they asked how long the repair took, and only had choices for 1 - 12 days. So my repair should have been fixed weeks ago? Have I been ripped off? Note that AppleCare is waayyy cheaper than Geek Squad's warrenty.

[Nokia]

Some manus. don't allow BB to fix their products. They require them to be sent to their service center. Examples are RIM, Apple, etc. Unfortunately, due to the stubbornness of these companies, this causes extra delays for the customer.

You're right. It shouldn't have taken nearly that long, and it DEFINITELY shouldn't have taken them three weeks to ship it out.

AppleCare is a lot cheaper. It also covers a lot less. AC is just an extended warranty. In addition to everything AC covers, the GSBTP covers damage from dust, heat, humidity, power surge, and normal wear and tear.

[andydam]

Don't mean to double post, but you guys don't have an edit function. You guys should also lend out computers to use while they are being repaired. It is tiring to use my iPod to check emails, browse online, etc.

[Nokia]

I believe a loaner program is in the works.

To edit your post, you have to delete it, then repost. However, if your post has already been replied to, it cannot be deleted.

[Dorothy-BBY Community Supervisor]

Good afternoon andydam -

I am pleased to hear that your computer is now on the way back to you, however I am dismayed that you had such a wait.  Without more information, I am not able to explain exactly why there was such a delay, but this is absolutely not the norm.  

As far as the coverage on your computer, it is true that even under a GSBTP plan or PSP, we are required by some manufacturer's to send the product to them during the factory warranty period. This can cause a slight delay sometimes.  The benefit of having a GSBTP plan though, is that we do cover quite a bit more than the manufacturer's warranty.  Nokia mentioned a few, such as protection from dust, heat, humidity, normal wear & tear, and power surge.   Some of our plans also cover accidental damage and liquid damage.  A laptop plan also will cover a battery replacement.  In addition, we have a no lemon clause and most of our plans are renewable.  These are just a few of the added benefits over and above some of the factory warranties out there. 

If you need any further assistance, please feel free to contact me by clicking my user name (Dorothy-BBY) and choosing the "Send user a private message" on the right hand side of the page.  

Thank you!

Dorothy

Community Connector

Best Buy® Corporate

[Sarge0568]

I have had this problem as well where they left it in the wharehouse and it sat there for at least a week before it got sent cause we came in to ask about it. Oh, it was also sitting in the defective merch area...so yeah nice job GS on getting it to the right location for service.