Best Buy & Geek Squad Policies

[scozat46]

I purchased a Laptop computer in Jan of this year. An HP dv7 with a few extras in it. I dont use it much. I use my work computer most of the time. I had it less than a month. When one evening I was online and an odor of melting/burning wires were coming from my laptop. The screen froze and I had to force a shutdown,

I put my computer back in the box and took it to the Best Buy in San Luis Obispo. They checked it out and stated they would have to send it off for repairs. So, we filled out the paperwork and my computer was gone for a couple weeks. I received a phone call stating that the computer was repaired and I could pick it up.

I picked up my computer and it seemed to be working. The repair order stated that they only replaced the lower outer body/case so that the battery would properly fit.

I asked the geek squad about the burning issue and they stated that the only thing fixed was the battery case.

I reluctantly took it home because it seemed to be working.

Sure enough, 2 days later when I tried to watch a movie on Amazon prime. It would not work. I took it back to Best Buy and they were able to fix it in the store. Very quickly, I was surprised at how fast they did it.

So, again I took it home and watched some movies. It seemed to work fine for a couple days.

Then the mouse started to lock up on the computer. I take it back down to Best Buy and it is still there. They said that they fixed they pointer issue but now my computer is full of viruses. They supposedly cleaned it up, but now there is another issue with my speakers. They said it was a software problem and that I would have to pay for it.

Keep in mind, They still have not addressed the original issue and all the other issues arose within 10 days after I received my computer back from it's initial repair.

I have talked to the store manager and twice to customer relations. Both have told me that I am basically stuck with an $800 paper weight unless I want to pay for the repairs.

The computer has been in the possession of Best Buy just as long as mine.

Nothing like the consumer getting bent over as usual

[SlimJim77]

Welcome to the forums, Scott.

Just to be clear...what is the CURRENT issue with your laptop? You ended your post saying the mouse pointer was fixed, but Geek Squad brought to your attention OTHER issues. What is the current state of the unit in YOUR assessment?

[scozat46]

According to them. They fixed the pointer problem. But now my speakers dont work. They stated it was a software issue and I am responsible for the cost.

I sent it in for one problem and now I have another.

[scozat46]

I failed to mention. They stated that they would have to uninstall the software and I would have to purchase and install  new software.

[SlimJim77]

I will assume you have confirmed that the speakers(internal) do not work. Does the headphone jack work? If it does, this makes the situation an easy fix.

[Berv63]

Best Buy has a subscription called Tech Support. Just about any software related issues (other than loss of data) are included under this service. You can download 100 viruses and they will be gone within the week. If these viruses cause software failures in the operating system, they will be fixed. The cost of Tech Support in the long run will ALWAYS!!! be less than what you would have to pay in the end of all services being separate. Any Hardware related issues are covered under the protection plan and some are even covered under the manufacturers warranty. Depending on the software that you would need to purchase, the cost is very low. If the software mention is a new copy of the OS. Call the manufacturer and they will send you discs for as little as $30. Anti-Virus comes included with Tech Support so if that is the software issue at hand, you will get it fixed. Any other software you can usually call the manufacturer if you have already purchased it and get a new CD Key. Best of luck to ya!

[scozat46]

They mentioned something about them being hooked up externally and working. Its just one thing after another. Thats 4 issues within 3 wks. Each time it goes in. That problem gets fixed and another arises. The computer is only 2 month's old.

 It is still sitting at the Best Buy In San Luis Obispo. I have yet to pick it up.

If you want to talk to the store. My service order number is {removed per forum guidelines}. The phone number for the store is 805-783-1659.

I am just soooo ticked off that I have spent all that money and have been a customer for years, This is how I am repaid as a loyal customer?

[Berv63]

A normal human being can only fix a problem that they can see. If you say that the computer works normally when you leave the store, then that is what the tech saw when it was in the store. They do have diagnostic tools to try to catch those things, but a loose wire can not be tested. There are just too many components to a computer to get everything. I understand that it has been multiple issues very quickly. If you purchased the protection plan, then after 4 HARDWARE RELATED repairs that are sent into the service center, the system should be replaced for you. Before any of these services occure you should be sure to BACKUP ALL YOUR DATA!!! or ask the Geek Squad to do it for you. When a system is replaced, everything will be GONE!!! Also, I would not recommend posting personal information on this site. If I call the store, (and they follow policy), they should only talk to the person whose name is on the service order. Your info does me no good except the online lookup tool.

disclaimer

[Ryan-BBY Senior Social Media Specialist]

Hello scozat46 -

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

[Aaron-BBY Community Connector]

Hi scozat46,

I can imagine why you’d be upset!  I’d be frustrated too if problems persisted after my computer was returned from service, especially if repairs proved to be necessary just a few short months after the purchase date.  Your disappointment at learning service center techs were unable to identify the cause of the burning odor you noticed is also understandable.

I’ve had the chance to look into this situation and it’s my understanding that the techs at your local store were able to reinstall your laptop’s operating system earlier today.  An on-site rep should be in touch with you shortly to discuss their findings, so I’d encourage you to keep an eye on your voicemail + inbox.

Thank you for your patience!