Best Buy & Geek Squad Policies

[acspsych]

I brought my 4 year old Apple to Best Buy Geek Squad due to sporadic shut downs. After reading information on the internet about similar problems, I informed the Geek Squad that I suspected a bad power supply. They informed me that they charged a $70 diagnostics fee. They also informed me that there would be a $100 charge to add 2 gigs of RAM about which I inquired. After three days, I got a call stating that the problem was in the Operating System and that a $130 services was needed to fix the problem. The 2 gigs of RAM were now going to cost $170, not the $100 originally quoted. Service to fix the problem was OK's, but addition of the RAM was not. I had just updated the OS several months before, and never had a problem, but they are the experts, right? Several more days passed, calls were exchanged, and I was able to pick up the computer. After bringing it home, it shut off just as before. They said it was still under warranty for the services performed, and to return it. After several more days, I received a phone call stating that the problem was the power supply after all, a suspicion I reported when I brought there in the first place. I was informed by the Technician that the power supply was a "proprietary" item, to which they did not have access. "If you can bring us the part, we can put it in." Promises of obtaining the part number and returning phone calls were not kept. I was informed by the Technician that my service charge (prepaid prior to work performed) would be refunded. I informed them that I would pick up my computer and wanted a full refund, including the diagnostics charge because they withheld information about not being able to fix a suspected problem in the first place. The supervisor stated that it is not their policy to refund and that all services were OK'd by me. They offered to find and install the part, which previously was unavailable. By this time, Geek Squad had proven themselves to be non-trustworthy and inept, so further service was declined. The Geek Squad wasted 2 weeks of my time, performed unnecessary work, delayed repair of my computer, and they refused to refund any of my $212. I filed a complaint with their central public relations division, but they reported they could do nothing about securing a refund. They seemed genuinely disinterested that their employees provided misinformation, low-balled estimates, performed unnecessary services, failed to follow through on promises, and showed a pattern of general deception.

[Starflyer59]

I don't know if it was deception. But it is a perfect example of  more GS incompetence. I can't believe they get away with this garbage.

[rmack215]

So it seems that you came to geek squad with a 4 year old laptop that needed service and upgrades so it would be able to meet todays standards. So they run a diag and i'm guessing all hardware passed but they found some problems with your os, being used for 4 years with no restore.. i would guess it would have alot of build up of junk and maybe some spyware. Not sure what you mean by updateing os as in a update from apple for your OSX or a restore from the OEM disc. As for the diag they do give you 30 day labor warranty because they know not all problems can be found with a diag test, or like a hdd could go at random in that 30 day span. So it seems that they fix all your problems and/or gave you a solution to help them fix your problem. So if you just wanted the power supply replaced they would of done it but you wanted a complete repair and thats what you got, it just turned out to be a little more then what you thought to get it up and running. Only thing i see wrong was maybe them telling you it wasn't worth the money to get fixed. As in if you go to pep boys for your tires wearing a little to fast and i see a bent rim and needs to be aligned im going to want to fix both for a end to end solution.

[Elizabeth-BBY Community Supervisor]

Hi acspsych,

I've asked Aaron, one of our Geek Squad Community Connectors, to look into this and follow up with you.  You should hear from him within the next few business days at the most.

Thanks for your patience,

[acspsych]

Thank you for your response.  At present, I have sent a formal demand letter requesting a refund prior to initiation of legal action.  Please note that my problem with the Geek Squad is the withholding information or providing inaccurate and misleading information at every step off the decision making process, making an informed decision regarding options to repair my computer  impossible.  These actions, (five seperate incidents, by three separate members of the Geek Squad), are in clear violation of Consumer laws. 

[acspsych]

Re: My post of Deceptive Communications of two weeks ago.  As of this date, I have not had any response to my letter to the geek squad.  I have had no response as promised "no later than a few days" be a Geek Squad community coordinator.  I have had no response from my telephone complaint to GS central.  At this point it is clear that my attempts to resolve this matter internally have been ineffective and that outside agencies/methods are necessary to pursue resolution.  Also, this new post is being done because further replies to my  orignal post have been locked out. 

[Elizabeth-BBY Community Supervisor]

Hi acspsych,

In your response dated 8/10, you indicated you were sending a formal demand letter with intentions of initiating legal action.  I apologize for any misunderstanding - we are unable to discuss or debate legal issues with you here.

If you have not sought representation or initiated legal action regarding this issue, we'd be happy to continue working with you in hopes of reaching a mutually agreeable resolution.

Can you please advise us of who you were working with at the store (technician, manager), and also share the customer service pin # off the bottom of your receipts showing the charges for the services?  Please send this to me via private message by clicking on my username Elizabeth-BBY then 'Send this user a private message' on the right-hand side.

Thank you,