Best Buy & Geek Squad Policies

[scozat46]

I am very frustrated that I am the one that has to pay for the repairs. The one thing I dont understand is how it had viruses and no one detected them before. Also, I bring it in for a pointer issue. They call me back and tell me it's fixed. But, now my speakers don't work. If I want that fixed. It's $199. What kind of BS is that?

[scozat46]

Here is a update for you. I just got off the phone with the geek squad. They informed me that they replaced my software. The cost is $199 as discussed the previous day. The problem is that my speakers still do not work. They were positive it was a software issue with my speakers. They told me they tested my speakers and it was the corrupt software causing the problem. Now they say it is a hardware issue and they have to send my computer off for repairs. Was there ever really a software issue? Does the geek squad actually know what they are doing. Or do you hire some doof off the street, give him a screwdriver and tell him he is a tech. By the way I am still out the $199. How in the heck do you not expect me to get ticked off and frustrated with this type of incompetence? I seriously wonder if someone didn't screw it up in the first place and I am the one paying for it. By the way I have been telling my friends, family and coworkers about my experience so far. I am also posting everything on FB. Everyone can see and hear my side and draw their own opinion.

[scozat46]

I finally got my computer back on the 9th of Apr. I have had it for one day and now it is back with the geek squad at best buy. For what you may ask? The same problem. They erased and reinstalled my software and replaced my speakers. Well as soon as you hook it up to an HDMI cable, the sound will not play on the TV. It won't even play a dvd. Now they are telling me it is another software issue. Three techs tried to figure out what is wrong with it. They are not sure what the problem is. How many times do I have to bring this computer in before they fix it? I have asked for someone from best buy to call me. I have yet to receive that phone call. From my experience and what I have read in this forum. I truly believe that best buy is not concerned with customer service.

[hydrogenwv]

I honestly think they are just doing their best to track down the problem. It sounds like you have a fairly uncommon issue that is difficult to diagnose. Just as diagnosing human illnesses can be tricky sometimes, the same happens at times with computer hardware. The symptoms will suggest one diagnosis, and you try that. If it doesn't work you try the next logical one until eventually you find the right one.

  If they keep claiming software problems, start restoring the PC to factory settings (format and reinstall windows) before taking it in, then they will have more evidence that it's not a software problem. Also, if you aren't already, determine EXACTLY how to replicate the issue and let them know, so you don't risk getting the laptop sent back with a note saying "No problem found". It's an unfortunate situation, but it does appear that they are trying. Hopefully they'll just junk it out and replace it if they can't solve it before too long...

  I wish you the best of luck.