09-15-2011 11:13 PM
I brought my computer into Best Buy on Tuesday, September 13th to have the Geek Squad analyze what was wrong with my computer. I had been receiving a VGA Input: No Input Signal message for several days and couldn't figure out what was going on. I checked out several forums to see what might be wrong with it, so I had an idea what I was up against already. The Texas A&M computer center help desk had looked at my computer and told me that replacing my graphics card may fix the issue. It didn't fix the issue. So, I took my computer into Best Buy for them to fix it and they told me that my power supply was likely not powerful enough to support my new graphics card I had just bought. So, I purchased a new power supply off of Amazon.com, and it came in today.
I took my computer into the Best Buy here in College Station, TX, to have a brand new power supply installed by the Geek Squad this evening. They said that they would install it, and that it would be done by the end of the night. They charged my $54.11 for the hardware install when I dropped it off. Less than an hour after I got back to my apartment, I got a call from Best Buy. The Geek Squad representative that I spoke with on the phone was named "Mark". He told me that the video card slot on my computer was likely not transmitting anything through the video card slot on the motherboard anymore and that I would have to get a new motherboard. He then asked me if I wanted them to leave the new power supply in the computer or take it back out. I specifically asked him if it mattered whether or not they took it out because either way they would keep the money I paid them. He said that I would receive what I had paid for labor if they removed the new power supply and put the old power supply back in. After pulling my folder, he said I would receive the fee I had paid. So, I told him to go ahead and do that. That was the only reason I had them remove the power supply. Otherwise, I would have kept it in, and paid Best Buy to send my computer off to replace the motherboard.
Well, I went up to Best Buy to pick up my computer and told the Geek Squad representative what Mark had told me on the phone. He seemed puzzled and was not willing to refund the fee for me, like Mark originally told me they would do. He started to tell me how they ran diagnositcs tests on my computer because there was still no picture coming up, and that those tests were easily worth $200, and they didn't charge me for that. I told him that I only asked them to install a power supply, and that's all I paid them to do. Now I am finding out that they ran diagnostics on my computer without my permission, and they were justifying not refunding my money because of services they chose to provide. The Geek Squad representative then went to go get another representative. He told me that they would not refund my money because they had already done the work and that they "went above and beyond" for me by doing diagnostics. I didn't ask them to do diagnostics for me, and yet they were using it as a reason to justify why they would not refund the money the Geek Squad representative told me they would. After talking to this second representative for about 5-7 minutes, he then told me he was standing next to Mark when I was on the phone with him, and that Mark didn't say he would refund my money. How strange that after talking to this representative for that long he would just then bring it up that Mark didn't say I would be refunded, when that is the issue we were talking about the entire time. He then asked if I would like for him to go get Mark. I said sure. He was back there for a little bit longer than he probably needed to be. I expect he was probably briefing Mark on the situation. Mark came out and echoed the same things about how they did diagnostics, and how he never said he would refund my money. The truth is, Mark did tell me he would refund me what I had paid. I left the College Station Best Buy store IRRATE!!!
This was absolutely the worst customer service experience I have ever had to go through. To tell a customer one thing on the phone and then tell them the exact opposite in the store is terrible. Plenty of my friends had told me to not take my computer to Best Buy and the Geek Squad because they would rip me off. I actually gave the Geek Squad the benefit of the doubt. I WAS WRONG to have done that. Because of this event, I will NEVER EVER go to any Best Buy, or use the Geek Squad, again!!! Best Buy just lost an extremely faithful customer.
09-16-2011 12:53 AM
The Geek Squad should have been able to tell you at the counter whether or not your power supply would have fixed the problem or not. Thye definitely should not have performed any other diagnostics on your computer without your consent. They should have just installed the power supply, and if it didn't work, uninstalled the power supply and refunded the hardware installation fee. This seems like a fail on the part of the Agent that checked in your computer. I usually question the scenario if a client brings in their computer and a part asking me to install it. Why? Because the client may or may not know for sure if the part is even the correct one that would fix their issue. This is why the Geek Squad offers a free 5-15 minute preliminary diagnostics of every computer that is brought to their counter.
09-16-2011 10:58 AM
09-16-2011 01:09 PM
09-19-2011 02:25 PM
It's regrettable the way that you were treated at the Geek Squad. I realize how disappointing it must have been to be given information over the phone only to go into the store and be told something completely different. The treatment you described from our Geek Squad in College Stations is not what we expect, and I’m sorry that it left you feeling irate with your experience. Unfortunately, labor and installation fees are non-refundable services; however if you were told they would be refunded, then we want to make this right.
I would like to see if I am able to assist you. Make sure you’re logged in and click on the envelope icon on the upper right hand corner of the page to check your forum inbox.
I look forward to hearing from you.
09-19-2011 03:05 PM
09-19-2011 03:29 PM
Best Buy could of lost your business at no cost to them, without giving you a refund!
But they were nice enough to give you a refund, in violation of policy. And you show your gratitude by publicly dissing them, and embarrassing the person who approved the exception.
The only thing that your peculiar ungrateful attitude might accomplish. Is to convince Best Buy management. That it is foolishly counterproductive to ever make a policy exception, especially when it involves a refund. Making it that much more difficult for the next person to get an exception.
I suppose that you must be real proud of yourself.
09-19-2011 03:53 PM