Best Buy & Geek Squad Policies

[charliessimpson]

Has anyone else had a problem with Geek Squad missing all the "my documents" and everything on their desktop? I paid them to move all my files (everything from C and D drives) to my new computer (after paying $1200 for other things at best buy). They forgot everything under the "users" folder. I am now in another country without my old computer, which is locked up and not accessible in New York by anyone there, and without a single one of my files or folders. They refuse to help or even apologize for this huge mistake. Of course there were things in the "users" folder as there are in any computer, but my "users" folder is completely empty. This is an amateur mistake which has cost me a huge amount of time and money. Does anyone know of a competant manager I can speak with to get this resolved professionally?

[CrystalWoW Community Veteran]

Do you have a folder on your desktop with the entire backup on it? THey normally don't put it back in the same folders, but put a backup folder with all the data somewhere.

[charliessimpson]

I wish you were right in this instance but I know how to check for files throughout the computer; I have the backup folder to which you refer and in it is the old "users" folder with nothing in it. Other folders like "pictures" are there. They didn't copy anything that was in the [what is now called] "libraries", which windows automatically protects. It's a very simple solution to copy "my documents" if anyone with computer experience had done the transfer. This was not the case, which is why they didn't even check to see if they had moved my "desktop" files. Luckily I had searched for my desktop files and folders before i left the country, noticed they didn't move them with the other data, and easily moved them myself. I didn't think any professional would "finish the job" without checking for my "documents", the default folder in which most people place their documents.

I have none of my ppt or visio or word or excel files! None of my tax files! None of my professional files! None of my files on my property! None of my employment files! Nothing important to me except my pictures and my music!

They didn't transfer any of "documents" as the "users" folder within the "backup" is entirely empty. All they transferred were pictures and music and old program files.

I would like a manager's name.

Thanks!

[Mbrguy Emerging Expert]

Bring it back.  If they missed data files during the transfer they should redo the transfer.

[charliessimpson]

Problem is that i am in another country, 18 hours by flights away. If i had access to my old computer, then I would've already gotten my data myself--I've transferred data and replaced hard drives hundreds of times in my life; the only reason I had best buy do this in the first place was because I was in a rush leaving the country and thought I'd outsource this very simple task. The old computer is locked in storage in America. For me to find someone I trust to pay them to unlock the storage and drive 45 minutes to best buy, wait for the incompetent people to do it right, and drive back the 45 minutes, after I've sent the key oversees ($102 just by mail to send a key), by then I could've flown back to NY and done it myself. They are incompetant and have not once apologized. I would like a manager to speak with who will pay for the key to be sent and also to supervise the data transfer so I don't waste another couple hundred dollars on them.

[Justin-BBY Community Connector]

Hi charliessimpson, 

I have to say that I cannot blame you for wanting to speak with store management about your data backup/transfer situation, and I'm sorry to hear that you're not nearby to go back to the store in order to do so. After researching, I've gathered your purchase details, including your data backup/transfer information, and I'll relay this experience to the store management. It's important that they see your concerns, and any updates I receive, I'll let you know as soon as possible. 

Thanks for posting, 

[charliessimpson]

Thank you Justin. To your point, I wouldn't have any problem at all if I were in the proximity as I have coppied full hard drives, ghosted computers, transferred files, etc. many times in my life. The ONLY issue is that I am out of the country. And that was the only reason I paid best buy to do the transfer was because I was leaving the country and preferred to outsource that work due to my limited time, which turned out to be a horrible decision on my part. This Best Buy mistake has cost me thousands of dollars. I am reviewing my accountant's tax returns at the moment, for example, and have none of my tax files against which to compare. I am shocked no one at best buy has even tried to apologize or offer to pay to have the key sent to the united states, have someone go to southampton and perform the data transfer there as it is 45 minutes from the best buy store location and I would have to pay someone $50/hour (assuming I already got them the key, which takes $102 plus a week to get there by UPS) to bring the computer to the best buy location.

[Justin-BBY Community Connector]

Good Morning charliessimpson-

After conversing with store management, Steve, the store's GM told me that all of your files were partitioned on the drive. What that means is that it should all be there, but you might have to open subfolders to access those files. Again, I'm very sorry for the inconvenience. 

Sincerely, 

[charliessimpson]

Well, if you can find them, great! I searched hidden files and folders for anything with "ppt" extension and no results. I have many power point files. And I searched specifically for my desktop files and they were not moved so I luckily moved them myself. The entire "users" folder is empty. Please tell me how you think the files might still be there; I'd be very happy to have them. I had the salesperson multiple times try to help me and there was no result so I'm quite surprised they told you something quite the opposite. Please very quickly get back to me. I told him and am telling you now that I am happy to share my screen with screenleap and have you walk me through exactly where they should be. I had visio files, excel, ppt, word, and access files, none of which are returned when I search the whole computer or c and d drives separately. I was a biochem major at cornell and have worked in IT for 12 years so am always happy to learn more if they moved these files to some hidden place I can't find. I do, however, find it strange that in all this time no person at best buy was able to direct me to my files. I look forward to your prompt response.

[Justin-BBY Community Connector]

Hello charliessimpson, 

I have some feedback from the store. Cean, the store's DCI of Geek Squad, stated that you would just have to bring them the source of the data (old computer) and they can either copy the data to another computer that is provided, or they can try and copy the data to DVDs or an external HD that you provide. They would just need to have the machine brought to them.

Sincerely,