Best Buy & Geek Squad Policies

[shjohns]

I purchased a Sony Vaio laptop from Best Buy in September 2006. When I purchased it, I also got the three-year service plan, thinking it would be a good thing to have if I needed repairs.

On 1/10/09, I took my Vaio to my local BB in Kansas City, MO to see about getting it repaired. The DC jack on the side of the computer was no longer functioning so I could not charge or power it. They talked me into doing a backup of everything just in case something happened during repair. Since it wasn't anything to do with the hard drive, I thought it was unnecessary, but I couldn't risk it. So I told them to do the back-up. I was told the repair would take about 2 weeks. So I left my laptop and power adaptor with them.

On 1/13/09, they left a message on my voicemail that the back-up was done & the laptop was being shipped to Louisville, KY for repair.

On 1/24/09, I called to check to check the status of my laptop. When they checked, they discovered that it had not even been shipped to Louisville yet. It had been sitting there for 2 weeks. They told me it was a mistake on the part of the tech who had done the backup. They told me it would ship that night and they would escalate the repair. When I checked online, it showed that it was shipped 1/24/09.

The next time I checked the status on line was on it showed received for repair on 1/31/09, 3 weeks from the day I dropped it off.

2/6/09 (3 weeks 6 days from drop off, parts were ordered to complete the repairs.

2/12/09 I receive a voicemail from the tech in Louisville that they had been notified that I no longer wanted the repairs done. He said the repairs had already been completed and that there would be no charge for that since I had purchased the service plan. However, if I wanted them to take the new parts out and put the old, non working ones back in, I would have to pay for that. First of all, I never notified them that I wanted the repairs halted. Secondly, if it was being repaired for free, why would I pay to get it back broken?

I called my local BB and they said they saw no notation that I had ever said I didn't want it repaired. They sent an email to Louisville to have it shipped.

2/12/09 It was shipped back to my local best buy.

5 weeks and 2 days later....

2/16/09 Got a message from my local BB today that my laptop was finaly back. Went to pick it up...but guess what? They didn't bother to ship the power cord & adaptor back! So I have my laptop, but still cannot use it. Once again I was told that they would escalate it and they would call when the cord came back. So still I wait to have access to my laptop.

I just cannot believe how much has gone wrong with this repair. It worries me because we also bought a Plasma TV around the same time, along with the service plan. I hope nothing goes wrong with it!

I will never again but a service plan from BB, but will instead by an extended warranty directly from the manufacturer when necessary. I have dealt with Sony repairs previously on a digital camera, and the camera was back from Sony within 1 week.

[MobileExpert]

With a company as big as BB, there will always be mistakes made. After all, every company is run by people, and as the saying goes, "I'm only human." I'm sorry to hear that you had a bad experience with BB, but I'd hope that you won't allow one store to tarnish your image of the entire company.

[shjohns]

I don't know....we'll see if they locate my power cord and how soon I get it back.....

[Elizabeth-BBY Community Supervisor]

Hi shjohns, 

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.

[shjohns]

Update on my situation:

2/17/08 Talked with Geek Squad, they still have not located my power cord & adaptor. They tell me I should call back in a few days and they should have an update, including a tracking # since they were convinced it was still in the Louisville, KY repair center.

2/19/08 Stopped by the local BB when I was in the area. Spoke with an agent there who said there were still no comments about the cord on the account. She suggested I call the supervisor the following morning to see where things stand.

2/20/08 Called this morning & spoke with the supervisor. The Louisville KY center said they never received the cord though the Geek Squad precinct at my local BB say they shipped it. So, the supervisor told me they would order me a new power cord and call me when it comes in next week.

Total days without being able to use my laptop: 41

[Dorothy-BBY Community Supervisor]

Good afternoon shjohns -

I dislike being without my computer for even one day, so I can only imagine how inconvenient as well as frustrating it must be to wait as long as you have to have yours fully functional.  I would like to offer my sincere apologies for this. 

While I cannot change the wait time you have experienced, please rest assured that I am documenting this issue and forwarding it to the appropriate channels for internal review.  I would also appreciate the opportunity to speak with you on this issue further, so I am sending you a private message.  Please ensure you are logged into the forums and click the envelope in the upper right hand corner to view this message. 

Thank you!

Dorothy

Community Connector

Best Buy® Corporate

[shjohns · Accepted solution]

Update:

2/25/09: Today I picked up a new ac adaptor & power cord purchased for me by BB & Geek Squad. Original parts could not be located.

I can finally use my own laptop again after 47 days.