07-14-2009 03:15 PM
Solved! Go to Solution.
07-14-2009 04:24 PM
Wow that is awful.
I'd never leave my laptop with an organization that would junk my harddrive without telling me, or without backing it up to a new harddrive first, ESPECIALLY when the problem was with the LCD SCREEN.
Think of all the highly sensitive and confidential work they may have junked for you. Or all the memories in terms of pictures of your children or something.
Not only should Best Buy refund you the cost for this "service," they should give you a new hard drive for free and compensate you heavily for trashing all of your personal data without your permission.
07-14-2009 05:21 PM
07-16-2009 11:16 AM
07-16-2009 03:48 PM
I regret your service experience was anything less than inspiring. I imagine that hearing the term "junk out" (a now antiquated phrase) is enough to make most people panic a bit. Others have reacted similarly in cases where a product exchange is the unexpected outcome. When customers view their service request to be an "easy repair" or not related to their hard drive, they often may not consider that the cost of repair could outweigh replacement and connect that with a need to backup data. I apologize for any confusion or frustration that may have resulted; I welcome your input. What do you feel we should do differently for customers, especially if a data backup is declined at the time of drop off?
Thank you for also reaching out to me in a private message. Please check for my reply to learn about the partnership with your local store for a possible data backup resolution. You should be able to process the exchange normally and without delay. I hope you enjoy your new computer and will continue to participate in the forums. Feel free to keep us updated on your progress.
07-17-2009 07:39 AM
Thank you so very much for your prompt reply to my message and my posting. I have not heard from the store yet but hopefully they will call today. Perhaps a more detailed explanation when people drop off their computers would be in order. In my case it was just the hinges that were broken so I would never have envisioned they would toss the whole laptop and not return the hard drive. Maybe a policy should be made to give people the option of having their hard drive returned should it be replaced - possibly a fee up front to have this done. However, it should be made clear when the computer is dropped off. If the agent had told me any of this when I dropped it off, I would have taken it back home to back everything up. Also more communication is needed. My other laptop was at the Geek Squad for almost six weeks and nothing was posted from 6/18/09 to 7/15/09. Between the two it was quite a frustrating experience. I do think some sort of policy should be put in place in regard to hard drives. Again thank you so much for your help. It was a pleasure dealing with you. I will let you know how I make out with our local store.
07-24-2009 09:02 PM
Just wanted to let Matthew know that I finally got my hard drive back from the store today. It is nice to have a forum like this to help with problems one is having - in my case with the Geek Squad. Again thank you so much.