Best Buy & Geek Squad Policies

[kiki0581]

I have been a long time believer in the best buy service contracts.  They do good work and for the most part are very accommodating though their time lines are a little long.  I have recently had a very unpleasant experience with them. 

For 3 months I started to notice that cracks were occurring in the case of my macbook (a $1000 laptop).  In addition the dvd drive was taking a really long time to read discs. Some of the keys were sticking as well and the mouse button hadn't worked right since the last time I had brought it in for service.  Since school was out for the semester I figured I would bring it in to have the problems taken care of before school starts up again.

December 27, 2009:  I brought the computer in and they told me it would be fixed in 2 weeks which meant I would have it back in plenty of time to start school.  I was very specific about what I wanted fixed and he assured me that he was writing it all down

January 13, 2010:  My computer comes back from service and I go to the store to pick it up.  Excited to have it back since school would be starting the last week of the month I ran to the store after work.  I open it up and turn it on...Only half the problems were fixed.  There is still a piece of plastic missing and the DVD drive hadn't been looked at.  The geek squad agent apologizes and promises me he will expedite it and have it back to me within a week. 

January 20, 2010:  It has been a week and parts were just ordered for my computer. I begin writing to geek squad with and receive no response.

January 22, 2010:  I called the store that I dropped it off at.  The first time I call it is 12:15 and I am told the manager is out to lunch and will call me back in an hour.  1:45 I call and I am told the manager has been in meetings all day but will call me back shortly..  (apparently I was lied to the first time) 6:15pm I finally call the store back and get a manager on the phone.  He assures me that my computer has been shipped GROUND which is 3-5 business days.  Now that it is Friday that means that the computer wont really ship till Monday which means the earliest I will have it back is Wed!!!!!  I start school on Monday and need my laptop for work on my thesis.  We were told when we took part one of the thesis last semester that we needed our computers starting on day one.  Now what am I going to do?  I asked the manager and he said he will see if he can get approval to give me something for my trouble.  IF he can get approval???What is that supposed to me? 

We will see where we end up but I am a big best buy customer and spend thousands of dollars there every year.  I am a rewardzone silver member and always send my family to best buy. This is totally leaving a bad taste in my mouth and I am unsure I will ever buy anything there again.  I am very unhappy and in a bad situation without a laptop for class next week. 

[Dorothy-BBY Community Supervisor]

Hello kiki0581 -

Welcome to the Forums!  Aaron, one of our Community Connectors, will be reaching out to you regarding your concern.  Thank you for your continued patience until he is able to make contact. 

Regards,

[kiki0581]

PLEASE LET ME KNOW WHEN I CAN EXPECT TO HEAR FROM HIM  I HAVE STILL NOT GOTTEN A RESPONSE   THANK YOU

[cr_client]

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kiki0581 wrote:

PLEASE LET ME KNOW WHEN I CAN EXPECT TO HEAR FROM HIM  I HAVE STILL NOT GOTTEN A RESPONSE   THANK YOU

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The typical response time from a BBY rep is 3-5 business days.  Based on time stamps, it appears that it has only been 3-5 hours.

On a side note, I don't know why anyone would get BBY's protection plan on an Apple Laptop when Apple a) has a 1-year warranty included, and b) sells a warranty extension that turns it into a 3-year Apple warranty.  In that case, the people at Apple, who are most familiar with Apple products, will be the ones doing all of the work on it.

[kiki0581]

First geek squad sends it to people trained by apple and the protection plan is for accidental damage which apple doesn't offer. Being that I am constantly travelling and do work with children the computer has already been dropped once and they fixed it. I am not knocking thE plan just lack of customer service.

[Aaron-BBY Community Connector]

Hey kiki0581,

Repairs are rarely a welcome prospect, so I can imagine how frustrated you must feel to be facing them again so soon after your laptop was returned from service!  Although I do not know why multiple repairs would prove to be necessary, rest assured that I’d be glad to help you out.

I would like to take this opportunity to gather some additional information from you, so please keep an eye on your private messages.  You can check your private messages by signing into the forums and then clicking on the letter icon in the upper right-hand corner of the page.