Best Buy & Geek Squad Policies

[Tshilts30]

Brought my broken camera in for a covered repair on November 30th.  Today was the date on the paperwork for the estimated completion, understandably just an estimate.  However, when I called them Friday for information I was told online and in-store the latest update was on the 6th stating it was assigned to a repair technician.  On Friday I was told that I'd get an update for sure today (12th) since that was the date on my paperwork.  Today on-line the latest information is still from the 6th so I called the store.  The store associated stated that in her information it states we were contacted by them on Friday the 10th, but that she could not access what was supposed to be communicated to us.  Why does the website say contact the store for more information when the store has less than the website?  Why are promises made that aren't followed through on such as that updates will be given by certain dates? And finally why will no one give me any answers regarding my camera?  I was sure it would be done by Christmas but now I'm doubtful and angry at the lack of communication.

[Tshilts30]

Just to update, the agent I spoke with yesterday who said we were supposedly contacted Friday, promised she would escalate the issue so we would be called this morning and updated by Geek Squad.  So far, no call.  

[Ryan-BBY Senior Social Media Specialist]

Hello Tshilts30 -

Allan from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[Tshilts30]

Thanks Ryan,

I was updated by Geek Squad today that the camera parts for repairing it are on backorder, with no date in sight for the parts to come in or the repair to be completed.  She did though encourage me to purchase a new camera for Christmas and just return it after the Holiday.  I'm not quite sure the ethics of that advice from an employee, but at least she was honest.

[Allan-BBY Community Connector]

Hi Tshilts30,

Not having a camera during the holidays would be frustrating for anyone, and I can certainly understand your disappointment with the lack of communication on our part as to the current status of your repair.

I would like to look into your repair, and see if there is something I can do to speed this along towards a happy ending. I am sending you a private message to gather some personal 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.

Thanks for posting,