Best Buy & Geek Squad Policies

[aliron]

Yesterday (12-11-08) I took my computer to the Geek Squad at Best Buy in Prescott, AZ because Outlook Express would not open. The employees ran a virus check, uninstalled Outlook Express, re-installed Outlook Express, and couldn't get it to work. Before they kept it over night, they convinced me to buy more RAM. I was told to wait for their phone call. I respectfully told them that in my experience the phone call never comes and no one at this Best Buy answers the phone when I call. My computer wasn't ready the next morning when I was told it would be ready. I was told to return later in the day. When I picked up the tower, I was told it was repaired and the RAM was installed. My receipt for the work done was not returned to me after I gave it to the tech. When I got home I can find no way to access Outlook Express ( there is no icon or evidence of OE on my program list. I have repeated called the store and the Geek Squad and no one answers. I would like the computer fixed without multiple trips to the store. I would like to speak with a real person, instead of the recording, and I would like to share my experience with the Store Manager.

[Matthew-GS Community Advocate]

Hi aliron!

Having worked both in a store Geek Squad Precinct and here in our call center I uniquely understand the frustrations on both sides of the phone line. We certainly want to answer the phones as quickly as possible and perhaps save you a trip to the store. Best Buy® made this a priority last year by adding Sales Operators to many stores during peak hours. Also be aware that you may check the status of service orders at www.geeksquad.com. However, you may have additional concerns and I would like the opportunity to assist in resolving the installation issue. Please click on the Messages envelope to the upper right of the page and reply to my private message request.

Message Edited by Matthew-GS on 12-22-2008 11:57 AM