Best Buy & Geek Squad Policies

[jameswlane]

SnowxWhite,

If you started having issues with it two days ago, what changes if any was made to the system software or hardware wise? What are the errors that you are getting and what is the fatal error causing it to blue screen? How do you know its a hardware issue it could be software? Some malware or viruses could cause such a issue. As for exchanging it, I am not too sure on the return/exchange policy. But I do know when you purchase a new computer from Best Buy you get 60 days free Geek Squad "Ask An Agent" service. They can help diagnose or turn you to the right direction to get the issue fixed. That's available at 877-448-5678 or help.geeksquad.com.

[SnowxWhite]

I don't know if it's a software issue or not. I'm at a loss here. I just don't want this computer to die on me since I spent all that money on it and need it to last for college. Here's something of what I'm getting when it crashes:

APC_INDEX_MISMATCH

Problem signature:

  Problem Event Name:                        BlueScreen

  OS Version:                                          6.1.7600.2.0.0.768.3

  Locale ID:                                             1033

Additional information about the problem:

  BCCode:                                               1

  BCP1:                                                    FFFFF8000336FA52

  BCP2:                                                    0000000000000000

  BCP3:                                                    000000000000FFFD

  BCP4:                                                    0000000000000000

  OS Version:                                          6_1_7600

  Service Pack:                                       0_0

  Product:                                               768_1

Files that help describe the problem:

  C:\Windows\Minidump\071510-26707-01.dmp

  C:\Users\Owner\AppData\Local\Temp\WER-88109-0.sysdata.xml

I have no idea what the problem is. I might give geek squad a call, but they've never been very helpful before. And since I live an hour-and-a-half from the nearest Best Buy, they want to charge me around $130 plus fees for the drive. That's why I don't really want to turn to them.

[skylarmacminn]

Edit: Prior to running any diagnostic tools or a system repair/restore, I highly recommend unplugging any devices that are not critical to the initial boot. The ONLY items you should have plugged in are your keyboard, mouse, etc. It is a known issue with Windows Vista/7 that when additional items such as a Camera, video controller, or other usb devices are plugged in that it can error out (BSOD) on boot.

Additional information may be required to correctly diagnose the issue, but the easiest and quickest solution may be to run a "System Repair" from the boot menu (information on how to access will be below). Now some times when the system repair is unable to find a valid solution, it will do something similar to a System Restore. The restore will run automatically, and will restore to an earlier date when things had been working (usually a few days or weeks prior). Your DOCUMENTS data is usually fine, but it may roll back any recently installed software such as Video Games, or other applications.

If the system repair/rollback doesn't solve the issue then I am willing to bet that it is a HARDWARE related issue, which would require you to return the computer for repair. There are a few other diagnostics we can run that may be related to the issue as well, which I would like to do if the initial repair/suggestions do not fix your issue.

As the computer restarts, press and hold the F8 key before the Windows Logo appears.

Use the arrow keys to select “Repair the computer” in the “Advanced Boot Options” menu.

Choose a keyboard layout and login using username and password. You will need administrator password if it is set on the system. If you have never set it, then just click on “Continue”.

Choose Startup Repair from the menu for “System Recovery Options”. The Startup Repair process will try to repair the computer.

Please post with the results! If this doesn't fix the problem, then I have a few other items we can run prior to returning the Laptop for repair.

[skylarmacminn]

Also if you can provide any additional information it would be helpful.

Have you recently done any WINDOWS updates?

Have you recently updated your video card drivers? Either by manually downloading, or by using Windows Update?

This error can also be an indication to a Video Card/RAM failure, or a Video Card driver managed to install itself incorrectly -- causing the issue.

Are you able to get into the computer at all after disconnecting unrequired devices? If you can, you can go to the Solutions Center in Windows Vista/7 and it will search for a solution to your issue (which may be as simple as re-installing or updating an existing video card driver).

[SnowxWhite]

Hey, thanks for your replies! It means a lot. Anyway, the only updates that have been made are the ones that Windows does automatically. I'm using Windows 7. I'll check about the drivers.. Oh, and I did that Startup Repair from the System Recovery Options like you mentioned. It only took about three seconds. Is that normal? Anyway, no blue-screeings have occured as of yet. I'll let you know if or when it appears again.

[skylarmacminn]

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SnowxWhite wrote:

Hey, thanks for your replies! It means a lot. Anyway, the only updates that have been made are the ones that Windows does automatically. I'm using Windows 7. I'll check about the drivers.. Oh, and I did that Startup Repair from the System Recovery Options like you mentioned. It only took about three seconds. Is that normal? Anyway, no blue-screeings have occured as of yet. I'll let you know if or when it appears again.

---

Depends on what it finds. Sometimes the error is really easy for the repair tool to find so it has a fix pretty fast. Othertimes it can take a while -- nobody really knows

If it works it works. Let me know if anything happens!

[JoshSB]

NO NO NO!!!

If it is in the 14 day return policy GO EXCHANGE IT!!!

You do not want to have to do repairs to a laptop that is less than two weeks old.

If it is over the 14 day return policy you may be able to get Geek Squad/Best Buy to help you out in some other way.

If they cannot help you without a fee (which is possible) then perform the tasks listed here.

[SnowxWhite]

Okay, now I'm freaking out. My system crashed AGAIN, giving me the same blue screen and APC_INDEX_MISMATCH error. I bought this laptop on July 4th, so if I were to exchange it, it would have to be in the next 4 days...and the problem with that or asking the Geek Squad to look at it is that I live no where near a Best Buy. Please help me! What do I do now?? I spent my graduation money on this thing and I don't want it dying on me!!

[revelated]

If you're nowhere near a Best Buy where'd you get it from initially?

I agree with a previous poster.  Even if it's an 80 mile drive, I'd return it and get it exchanged.  Get a new laptop and make sure it's not just a lemon.  There are some potential fixes, but I wouldn't take the chance of them not working.  Get a new laptop, restart the clock, and if it keeps happening then you can do some troubleshooting.

[Allan-BBY Community Connector]

Hi SnowxWhite,

I’m sure having issues so soon with this laptop, after spending your graduation money on it, has been very upsetting.

It is true that you have 14 days from the date of taking possession of it to return or exchange this laptop, and there would be a 15% restocking fee if it isn’t found to be defective. We do require the laptop to be in like new conditions, and all the accessories be with it, in order for us to return or exchange the laptop; we don’t require that the packaging to return or exchange the laptop.

With that being said I would suggest you bring it to your nearest Best Buy® store at the soonest possible time to have the Geek Squad® look at it to see if it is indeed defective. If it is defective they should exchange it for a new laptop.

I would like to work with your towards getting you a working laptop, and I am sending you a private message to pass along some information. To check your messages you should log into the forum, and then click on the letter icon in the upper right-hand corner of the page.

Congratulations on your graduation!