Best Buy & Geek Squad Policies

[WishfulLaptoppe]

I love that everyone who comments works for Geek Squad. This is terrible PR practice for your company and I cannot wait to blog about it and quote these examples. It's not entitlement...it's an expectation of acceptable service, which I did not receive. And now your employees are harassing me. Looks like this isn't the first time you guys have tricked customers: http://ctwatchdog.com/2010/12/13/best-buy-settles-with-attorney-general-over-secret-web-site-used-to...

[AaronE]

AndyH and CrimsonRain don't work for Best Buy/Geek Squad so not everyone who has replied to this topic works for Best Buy/Geek Squad. It's been roughly 50/50 as far as employees/non-employees. This is a public forum, people will respond to you.

[deusexmachina Valued Contributor]

You did post on a Best Buy site... in the Geek Squad section...talking about Geek Squad service. Who would you expect to respond to you? People that have no idea what you're talking about? I doubt anyone cares enough to harass you on Facebook... even though you did supply way too much information on a public forum. Why automatically assume that they are employees? Anyone can see your name in your profile if they care to look for it regardless of employee / other status.

The service you received was more than satisfactory per the contract you have with Best Buy... and again, it seems that the store went above and beyond for you while trying to stay within the binds of your contract. You do not have a replacement plan with Best Buy... so your unit was serviced like promised. You feel that Best Buy shouldn't have honored their contractual agreement with you, and replaced your laptop for you?

Did you even read what you linked? How does that have anything to do with your issue?

[Mbrguy Emerging Expert]

I'm getting out my popcorn.

[Mbrguy Emerging Expert]

I'm curious.

Did you purchase a Geek Squad Black Tie Protection Plan or do you just have the Dell Manufacturer's Warranty?

[WishfulLaptoppe]

LoL! Thank you for that Mbrguy. A brief reprieve was totally needed in the face of this completely frustrating situation where I cannot get any help from anyone and have a bunch of BB groupies on my back. Terrible, terrible. This further displays the terrible condition of customer servive at that company. I don't even have the strength to respond on this forum anymore, though I will be filing a complaint with the Attorney General for deceptive practices as well as against the individual on Facebook who has notoriously been targeting other Best Buy negative comments.

[deusexmachina Valued Contributor]

Please update us with the state of that complaint.

[CrimsonRain]

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WishfulLaptoppe wrote:

I love that everyone who comments works for Geek Squad. This is terrible PR practice for your company and I cannot wait to blog about it and quote these examples. It's not entitlement...it's an expectation of acceptable service, which I did not receive. And now your employees are harassing me. Looks like this isn't the first time you guys have tricked customers: http://ctwatchdog.com/2010/12/13/best-buy-settles-with-attorney-general-over-secret-web-site-used-to...

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I don't work for Best Buy or Geek Squad. I just chime in on posts which I believe to be people crying and complaining because they fail at reading comprehension or have this unjustified sense of entitlement. Funny story, I left the company a year and a half ago to teach law at a univeristy. One thing I teach my students in Adjudication Processes is that it's usually a bad thing if the plaintiff offers a settlement before the defendant. It's almost a form of extortion because you are in essence saying, "Hey, I'm going to sue you unless you pay me $x." before an initial hearing has even taken place.  Usually, the defendant offers the settlement first in civil suits as if to say, "Hey, I'm not admitting wrongdoing but I don't have the time to deal with this so I will pay you $x to go away." If I am reading the complaint you posted correctly, it looks like the plaintiff jumped the gun...

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WishfulLaptoppe wrote:

 I don't even have the strength to respond on this forum anymore, though I will be filing a complaint with the Attorney General for deceptive practices as well as against the individual on Facebook who has notoriously been targeting other Best Buy negative comments.

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In your complaint to the AG, be sure to tell them that this is over a laptop. I'm sure in the state of the economy, the AG has all the time and resources in the world to deal with a <$1000 laptop. Because you know, there's no other crimes going on out there right now...

One question the AG will consider is, "Is Best Buy following its contractual agreement?" Contractual meaning what is written and paid for. From the looks of it, I'd say they are.

[Justin-BBY Community Connector]

Hi WishfulLaptoppe-

Oh my goodness!  Having any problems with your Dell laptop is aggravating, especially if you've encountered multiple issues within such a short time.  I'm glad you've expressed your concerns and I would be glad to further assist you with this topic.  

Rather than repeating what others have stated, I'd like to point out some additional details which I hope clarify some confusion.  As you stated, I see that you've had 3 HDD replacements on prior repairs; however, your Dell laptop only has AdH (Accidental Damage due to Handling) coverage.  This means that in addition to your manufacturer's warranty coverage, your AdH plan will only provide for protection against product failures due to unexpected or unintentional damages that may result from normal usage.  One year AdH plans do not cover the no lemon policy, battery replacement, pixel repair damages, power surges, failures due to dust, heat, humidity, or normal wear and tear.  I sincerely apologize if you were not aware of this information. 

I find it very troubling that you've received miscommunication about your laptop's coverage and I will certainly address those issues internally through the proper channels of both store management, as well as Best Buy®.  If you have any other concerns or questions, feel free to reply to this topic or send me a private message by selecting the link beside my name.  

Thanks for posting, 

[ndg2006]

Wishful, as much as it sucks to have a computer go out on you, I would suggest the following items to help you out:

#1, Always have a backup computer.  I have 4 computers in my household and I use them for school and leisure.  If one goes out and needs repair, I always have another.

#2, Have a backup solution handy.  You mentioned you lost your data twice and this bothered you.  It's poor computer practice to not have a backup solution available.

#3  Ask for a terms and conditions brochure if you purchase any kind of protection plan.  It will save a lot of headache and frustration when it comes time to use the plan.  As much as I hate to say it, there is always fine print and it's best to associate yourself with that fine print so it's less hassle.

Now on a different note, I really despise people that put themselves ahead of others.  Yes, I work for Geek Squad, but you are not the only person in the world who uses their computer for a business, or really needs their computer.  I deal with anywhere from 5 to 20 computers in a day and that means 5 to 20 customers per day.  It's not feasible to repair the laptop the same day with 5 to 20 people that have to have their computer that day.  It's the same situation with any other company out there.  It is 2011 but every company has more than one person to help so it's best to not waste any time and get your laptop in queue for repair ASAP.  Again, I completely understand your frustration, but there are ways around it with the tips I pointed out above.  Hopefully your next repair will get you the replacement you are seeking.