Best Buy & Geek Squad Policies

[BridgetMilan]

I bought a laptop from best buy and purchased a warranty. within three months my laptop had 50 viruses. i took it to get repaired and they said they would have to send it off. that process took two weeks. when i went to get it, the screen was blown out. They said that would take another three weeks.

When i went back to get it from that time the mousepad was broken and they had completely erased my hardrive. I told them that apparently my computer was faulty and that I needed a new one. They said they would have to send it off two more times before I would even get "considered" for a "no-lemon." So, I had to wait two more weeks for them to fix my mouse and then another two weeks to get my hard drive repaired. Once that happened and i went to get it from the geek squad they said that it wouldnt reinstall my system drivers and i had to wait another three weeks while they replaced my motherboard. I explained to them that I hadnt had my computer in almost three months and that I felt like that was poor customer support. They called the manager and said I was being unruly! So, I left and I'm currently waiting on it to come back.

About two days ago I recieved a call saying that my warranty didnt have a "no-lemon" policy in it. The warranty that i spent almost $200 on wasnt included. All-in-all best buy sold me a lemon and refused to fess up to it and replace my computer. The geeksquad sucks and i would NEVER suggest it to ANYONE!

[Elizabeth-BBY Community Supervisor]

Hi BridgetMilan,

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

Thanks for posting,

[darthgonzo7]

Call 1-888-BESTBUY immediately and ask for Customer Relations. I say this because I just reviewed the information for our Black Tie Protection Plan for Laptops and every single plan we have offers a No-Lemon Policy.

Report your issue to Customer Relations and hopefully between them and our Community Connectors on this site they can resolve your issue for you. The Community Connectors are off on weekends so expect a response from them early next week.

[starhelper2587]

Did you have AV/AS software installed?  I can't imagine having 50+ viruses!!  Do you download from LimeWire?

[Dorothy-BBY Community Supervisor]

Good afternoon BridgetMilan -

Being without my laptop for even a day is an inconvenience so I can only imagine your level of frustration at this time being without your unit for such a long period of time.  It sounds like you have been more than patient and for that I thank you. 

You mention that the store relayed that your service plan does not include a No Lemon clause.  While most of our plans do include No Lemon, there are some plans, such as ADH only and renewal plans, that do not cover No Lemon. 

I am a bit unclear about some of the details of your case, and would like to speak to you to clarify them, and see if we can work to come up with a suitable solution.  I am sending you a private message so please be on the lookout.   You can access your private messages by first ensuring you are logged into the forums, then clicking the envelope in the upper right hand corner. 

Regards,

Dorothy

Community Connector

Best Buy® Corporate