03-29-2012 03:26 PM
I purchased my laptop at the Best Buy in Nampa Idaho along with GS protection, and have had nothing but problems with it, the service center and the store! When I got the BSOD I took back to the store and after being tested they shipped it off to the service center to have the hard drive replaced. I requested the old one back because I had Christmas picture and other data I hadn't have the chance to back up. I was told no problem. I got the call to come pick it up (I live about 30 miles away) when I got there they hadn't checked to make sure the drivers were reinstalled and the service center hadn't returned my old hard drive. The store sent an msg to the service center requesting the hd (later I was told they had sent it back to the manuf. So bye bye pictures forever) and I had to wait around for over 2hrs while they finished my computer. Within 2 days the BSOD was back. Back to the store and was told again my hd was bad. This time it was fixed in the store and I have to make an extra trip over to bring the recovery cd because the store had no access to it. I picked up my computer and within a day noticed my WIMAX wasn't working. Back to the store with it because the driver wasn't installed. After a couple of days I picked my computer back up. Again within a couple of days it quit working. I took it back to the store who sent it off to the service center. This time I had a deadline. I was having surgery in less than a week and needed to get this fixed ASAP. The store sent them a mgs saying so a few times but had no way of calling because "stores don't have a way of calling the service center so they won't bug them". So I didn't get my laptop back until 2 weeks after my surgery because I couldn't drive. Oh and this time they replaced the CPU ( it had a 1 gen i3 and they weren't even decent enought to replace it with a 2 gen i3 after all the crap I've been though).
Ok folk still with me? Good. Now I get my laptop back and guess what? yep started screwing up again. Now it shuts down, reboots, freezes up, etc. I take it back in and the gscs rep tells me it's probablly a software issue not resolved when they changed the CPU. I then speak with the store mgr and ask why don't they check the computer out before calling me (and this wasn't the first time they didn't check before calling me)? Now this is 2 days ago. I was told it would be a 24hr check and call me. I called and asked for the status and explained no one called me and was told that there were a few more test and he would call me back that evening (last night). So I just got off the phone with the store and was (AGAIN) told they needed to run a few more test and they would "call me". I asked to speak w/the store mgr. "He's not in, but I have a mgr you can speak with" No thanks I want the store mgr when will he be in?" " I don't know he doesn't have a schedule". Are you serious he doesn't have a schedule?? Why is it I've called before other store employees have told me when he would be in?? Idk that's just the way it is." Great I guess I need to contact the Corp Office good bye. So now this has been at least 7 (60 mile) round trips, countless hours of running back and forth and waiting around because either the service center or store "forgot" to check and make sure the laptop was running right and weeks without a laptop. So can you explain why I have had so many problems with one computer? Oh ya one other thing for all you other customer reading this DON"T try to resolve anything thought the toll free number. You get no where and are treated like you are scum of the earth!!!!
You know there are several companies who thought they could treat their customers like crap and get away with it because they were at one time the best of the best or had no competition. All of them are no longer in business. Best Buy might want to take a long hard look at history and then give themselves a good swift kick in the a** because if they don't change they will be gone like all the rest!
03-29-2012 03:31 PM
That sounds horrible. A Community Connector (corporate employee that moderates these forums) will be on within 3-5 business days and can look further into this for you. I hope they can contact the store and either get this taken care of, or get your computer replaced with a different one. You shouldn't be having these types of issues with your computer.
Oh and this time they replaced the CPU ( it had a 1 gen i3 and they weren't even decent enought to replace it with a 2 gen i3 after all the crap I've been though).
You can't just slap any CPU on any motherboard. If the specs of the computer was for the origiinal generation i3 processor, they will replace it with one of those based on the manufacturer's guidelines.
03-30-2012 01:05 PM
03-30-2012 03:15 PM
You can't just slap any CPU on any motherboard. If the specs of the computer was for the origiinal generation i3 processor, they will replace it with one of those based on the manufacturer's guideline
Well I would hope that no one would "slap" anything onto a motherboard! And since you no longer work for Best Buy why are you answering for them?
03-30-2012 03:32 PM
The store has contacted me and the manager has offered to replace my laptop. The employees at the Nampa store are a really good bunch to work with, and really work at treating the customer like they're gold. The only 2 issues I have with them is; 1) they never call like they say they will; and 2) they have called and said my computer is ready w/o checking it. I drive over and either have to wait (over an hour) or come back. Other than that they have been great to work with and if they don't know something they tell you and then try and find the answer instead of making crap up
I refuse to shop at the Boise store. I've spent thousands of dollars there for one of our schools (only because it was the best deal at the time) and they still act like I have leprosy. They must have taken their cue from the Customer Service (Geek Squad) service line.
04-03-2012 03:04 PM
It sounds like you’ve had a terrible time waiting on getting your computer fixed. I’m glad to hear that our team in Nampa was finally able to replace your computer and I hope that you’re able to find you a new computer you can get excited about.
From what I read, I think we dropped the ball in a few places and I appreciate you taking the time to share your story with us here on our forums. We should absolutely be checking to make sure that your computer is working properly after each repair, and we should absolutely be following up with you whenever we promise to. I apologize for the miscommunication on our part and will report your feedback to our management at the District level. If you have any other questions or concerns, please feel free to let me know here or by private message. I’m happy to help in any way that I can.