Best Buy & Geek Squad Policies

[stlsinger]

I am hoping something can be resolved with my issue, but we shall see.  I am just going to put the basics initially.  I have a Toshiba laptop and a BB extended warranty for it.  I brought the computer to the Geek Squad because the AC adapter jack stopped working.  In the store itself we tested another AC adapter to make sure it wasn't the adapter itself that was faulty as well as the battery to make sure that it wasn't causing the problem.  The battery was fine and the jack would not read any other adapter, so it was decided it was in fact the jack that was broken.  This required the computer to be sent off for repair to have the jack replaced.  Now, the hard drive and operating system were fine went I sent it off.  Everything worked on the computer except the AC jack.  I approved the jack to be repaired.  It was covered under my warranty so I did not have to pay anything.  I got a call that the computer was back about 2 weeks later.  Fine.  When I picked the computer up, I found out the hard drive had been replaced.  There were no specifics as to why this had happened, i.e. what malfunction or problem had been detected that necessitated replacing what had appeared to be a fine-working hard drive.  I was never notified that there was a problem with the hard drive and was never asked for approval to replace it.  Naturally, all my data is gone.

Now, I understand that apparently under the warranty when the computer is sent off for repair, they run diagnostics and fix any problems that may come up.  Of course, this was explained AFTER the fact.  However, I also believe I should be notified before these excess repairs are done, especially if they necessitate replacing a hard drive.  The service order disclaimer does state the notification is supposed to be done for approval of repairs exceeding the minimum approved amount on the service order.  Now, since I had the warranty there really was no minimum approved amount.  It was $0 since the repair of the jack wasn't going to cost me anything.   Does this really mean that BB does not need to notify me of repairs beyond the one listed on the service order??  The fact that the laptop is under a warranty means you can wipe my computer out for no reason without my approval, when I only sent it off to have a jack repaired?  This is ridiculous.

I have been told by the Geek Squad that they can get my data off my old hard drive but that I will have to pay a few hundred dollars for it.  I don't think so.  It was removed without my approval or notification.  I would like my data recovered and given back to me at no charge.  That isn't asking a lot.

[Elizabeth-BBY Community Supervisor]

Dear stlsinger, 

Thanks for posting your concern on our Best Buy® Forum.  Your issue has been assigned to one of our Community Connectors for further review and response, and you should be hearing something within the next few business days.  Thanks for your continued patience as we work to assist all of the customers who have reached out to us on this forum.

[sup3rmark]

Honestly, had you received your computer back from service, only to have the hard drive die days later, you'd be no here complaining that your hard drive died even though you'd just sent it out to service. Granted, you should've been called, but maybe the number that was on file for you was incorrect- which is something you should've noticed when you signed your Geek Squad service order form.

[stlsinger]

First of all, I did NOT send the HARD DRIVE out to get serviced.  I sent the computer to get the AC JACK replaced, which is directly stated on the service order.  The hard drive was fine.

Secondly, they did have the correct phone number on my service order.  I have it sitting right it front of me.  Moreover, they called the number to tell me the computer was ready to pick up.  They have also called it in the past for a different time I had to take the computer in.  So I know for a fact that they had the correct phone number with which to contact me.  Which they were supposed to do and didn't.  I spoke to a manager the evening I picked up my computer and found out what had happened, and she in fact told me that the procedure is to call the customer if any additional repairs are found to be needed that are not listed on the service order.  Now the GS is trying to back track and say that it's standard procedure to just do whatever they want without notifying the customer.

It was never explained to me that they would run diagnostics on my computer while it was being worked on and that any "problems" would be fixed.  I had no idea that would happen.  They did not offer to do a back up or anything beforehand.  No one told me anything would be touched on my computer except the AC jack.  I had no idea that they would even touch my hard drive or do anything except turn the computer on and see if the AC adapter was being recognized.

[Aaron-GS Community Connector]

Hey stlsinger,

I’m disappointed to hear about your recent laptop troubles! Repairs are never a fun prospect to consider, especially when it comes to integral parts such as the AC adaptor or battery. While I do not own a laptop myself, I know that I would be equally frustrated in your situation.

Occasionally, our technicians may find additional problems that extend beyond the original issue after the repair process has begun. Since most repairs do not take place within our retail stores, full diagnostics and hardware stress tests are generally performed by technicians at our off-site repair facilities. If any hardware failures are detected beyond the originally diagnosed problem, it is then Best Buy’s responsibility to address those failures and ensure that defective parts are replaced under both factory warranty and service plan coverage. While our service centers may attempt to contact customers in these circumstances, they are not required to do so. Unfortunately, this means that if you did not elect to backup your data (or request that Geek Squad® do it for you) prior to repairs, you would be required to pay for that additional service.

I would like to take this opportunity to gather some additional information from you, so please keep an eye on your private messages (the letter icon at the top right-hand corner of the page) for further communication.

Agent Aaron
Geek Squad® Community Connector
Go Ahead. Use Us.