Best Buy & Geek Squad Policies

[gary]

I bought a Dell laptop on Jan. 22. I also purchased the extended warranty for 299.99.

While using the laptop on Feb. 10,  I got the blue screen of death.

I took the laptop back the next day to Geek Squad.

I picked the laptop last night. I was told the hard drive needed to be replaced.

I turned on the computer right there to make sure everything was working.

Guess what? The operating system was not reinstalled.

I asked the Geek about it and he said that it was not covered under the warranty I purchased.

If I wanted the operating system reinstalled, it would be another $149.99.

This is the nickel and diming I hoped to avoid when I purchasing the extended warranty. Arggghhh!!!

So let me get this straight, I spent over $1000 to buy the laptop and the warranty. I have had the computer for about 33 days and 12 of those days, the computer was with Best Buy for repairs.

Apparently, the extra warranty does not cover any software.

I did not expect the laptop to be in the same exact condition as it was before the hard drive failed but, I expected the software that was preinstalled on the laptop to be still there. At the very least Vista.

I have read and reread the warranty. There is no language about hardware vs. software.

I was warned not to buy the Geek Squad warranty by family and friends. Against their advice, I went ahead and bought it anyway.

[Harrumph]

Ohmygosh.... dare I say, welcome to our horrible club?     I too am dealing with the unprofessionalism of the Geeks and "management" of Best Buy.  Erg.  (they damaged my new laptop, but claim I can't prove it.  HUH?)

Since you bought your new computer in to the "Squad" during the first 30 days after purchase, they SHOULD (ha, ya right) replace it.  Perhaps... if you used a credit card, you could put a stop pay on the transaction.  That might get their attention.

Good luck.  I feel for ya.

Harrumph

[RealGeorgeW Emerging Expert]

If you purchased the blue or red Studio laptop (mentioned in the Computers Topic) I would just exchange the whole thing for a similar model/brand. From what I've experienced setting them up, they are just bad apples.

As for $149.99 to do an OSI, that is incorrect. An Operating System Installation is $129.99.

[gary]

AgentGeorgeW,

I have the blue Dell Studio 1537. When I brought in my laptop initially, I asked about exchanging it but, it was not an option because the return period for laptops is only 14 days. I had the computer for 16 days already.

If I wanted to exchange it now, how will go about doing that? If I try exchanging it now, Best Buy is going to tell me that I can only do that after I bring in the laptop for repairs 4 times as the extended warranty stipulates.

My problem with this whole experience is that I expected the laptop to be at the very least closte to same condition as to when I purchased it. I should have been able to turn on the computer and get going right away. I should not have to install anything myself.  Whatever software that was pre-installed when I originally purchased it should still have been in the laptop when I got it back.

If this was not possible, it should have been explained to me when I brough it in for repairs. Best Buy / Geek Squad should be more up front as to exactly what condition my laptop was going to be in when I got it back.

This is like me taking my car to a mechanic to repair the brakes. When I get the car back, the brakes are fixed but, the tires are not on the car and I am told by the mechanic that I am responsible for putting the tires back on myself.

[Elizabeth-BBY Community Supervisor]

Hi gary! 

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.

[Aaron-GS Community Connector]

Hey gary,

I’m not quite sure why you would be quoted a fee for O/S reinstallation after having your computer’s hard drive replaced. This is a standard service that Best Buy® provides free of charge whenever hard drives are replaced under either factory warranty or service plan coverage – customers simply need to provide their recovery discs. I do certainly apologize, however, if this does not reflect your recent experience!

To clarify, O/S reinstallation does not include programs that you may have previously installed on your own. Video games, anti-virus/anti-spyware and productivity tools that were not preloaded onto your computer at the time or purchase would be your obligation to install, or could be installed by one of our technicians for an additional fee.

If you are still in need of additional assistance, I would strongly encourage you to speak with a Geek Squad® agent at your local store. One of our in-store technicians should be able to help you out.

Thanks for taking the time to share with us.

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

[gary]

Aaron,

Thank you for your response.

Are all Geek Squad/Best Buy employees aware of the policy of free installation of the O/S recovery discs when the hard drive is replaced?

I would have happy to provide the recovery discs to them for reinstallation. However, I was not told to bring them in when I picked my laptop.

Is there somewhere on the Best Buy/Geek Squad site that provides a complete detail of what is covered and not covered under the extended warranty I purchased? If this issue came up again, I want to be able to show something in writing that I am entitled to this service free of charge.

Also, I had to bring back my Dell laptop again last night because it was not completely fixed the first time. Aside from needing a new hard drive, my laptop monitor was malfunctioning ("bouncing effect").

My question to you now is how to get a guarantee that my laptop will be fixed correctly this time?

[Aaron-GS Community Connector]

Hello again gary,

Our O/S reinstallation policy is documented within our SOP, as well as a number of other tools readily available to every Best Buy® employee. Your service plan brochure does not include this information, however, as the pamphlet is only intended to outline the terms and conditions of your coverage, and not its implementation or our in-store procedures.

As far as follow-up work is concerned, remember that we offer a 30-day warranty on all services we provide. While we cannot guarantee that technology will not fail, we offer this warranty as an assurance to our customers that we stand behind the work we perform.

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

Message Edited by Aaron-GS on 02-27-2009 04:21 PM

[gary]

Do you have a link to the Best Buy SOP?

[fedecas]

Stay ahead of the game.

The first thing you should do after you set up your computer is make an image (I use Acronis True Image) of it in an external USB drive.

The drive plus software will cost you the same the Geeks charge for an OS installation, plus you get to keep your USB drive for other backups.

If you have backup of your data and need to restore your computer to a working condition, all you have to do is boot with the Acronis boot disk and restore the "image" that you made earlier.

Each time you do this you save $150. for the OS installation charge plus, you save a lot of time re-installing all the software that you already had working after the OS is running.

After that you restore your most current data and you're up and running.  No trips to the store to deal with the Geeks.