Best Buy & Geek Squad Policies

[halfpint545]

I posted yesterday in the warranties section but thought I would add to this category. My computer was sent in for a fourth repair (supposedly overnighted to repair center on a Friday night but not received on the status update until following Tuesday) and the geek squad agent told me it was being sent for no lemon review. Though I have been frustrated since I have not had the computer more than a couple weeks in 2010, I did not suggest the no lemon review-I just want a working laptop. The status now shows "parts ordered" and when I called my store for info they couldn't tell what parts they were waiting for and why they were ordered at all. They sent an escalation (whatever that does to clarify things) but i just would like to have some communication regarding the issue. I was missing a part from the laptop when it was returned the last time, too. Yikes. There must be a better way for the geek squad in the stores to communicate with repair centers as the store agents have to deal with frustrated customers.

[Apathy]

Unfortunately, Geek Squad is very limited with their communication to the main service center.  The service center is not equipped with a call center that would be capable of supporting all of the Best Buy stores.  Escalations are an e-mail to the service center which a representative replies to the Agent with an update of the PC or additional information.  As for the, "Parts Ordered" status I could only assume it did not qualify for a junkout.  This could be because it wasn't listed properly in the repair notes, it doesn't have enough qualifying hardware repairs, or an overlook on the part of the service center.  The escalation will have them research this and inform the store, which they can then communicate to you.

[halfpint545]

I know, I just feel badly for the in-store agents who have the face time with customers and have to deal with the frustration. It's weird to not give stores access to a direct number to repair centers-what is going on there? Thanks for your thoughts!

[starhelper2587]

They don't have a direct # b/c like the other user on this thread stated, GS City doesn't have a call center to support all the BB stores in the US calling in all the time.  GS City is a repair facility and I guess they see answering inquiries by e-mail much quicker than answering phone calls all day long instead of working on client's repairs.

[juvevk]

Actually, depending on where you live, the service center might or might not have a call center. The facility in Chino, California has a number you can call and they can look into the status of your device. Now, they don't go around the actual work areas to see the progress of the repair, but they can give you updated information before it is posted on your ticket number and the e-mail is sent out.

A lot of people here are under the impression that there is only one service center and this is not accurate. Depending on the region you live in on the service center you get assigned. It also has to do on what you need fixed. Some devices might need to get sent to a service center further away just because the one nearest you is not equipped to fix that device in particular.

The service center in Chino, California has a direct number. I don't know about Louiville, Kentucky or any other centers in the country.

[starhelper2587]

I've privately asked one of the Community Connectors to clarify this.  I've been with the company a while now and have never heard of what you're stating to be true so I'm just going to wait on one of them to tell us.

[halfpint545]

I understand that the service centers do not want bombardments of phone calls but every time I have called the store for clarification they send an escalation to the service center as they don't seem to have all the info on their system and therefore can't provide me with an answer.

[juvevk]

halfpin545,

Your best bet right now is to wait for someone from corporate to get in touch with you. I know it might take a couple of days, but they are in a better position to contact these centers directly and get you detailed information about your laptop.

[halfpint545]

How do I know that will happen?

[Aaron-BBY Community Connector]

Hey halfpint545,

I’ve responded to your other thread here and have sent you a private message with some additional information.  You can check your private messages by signing into the forum and then clicking on the letter icon in the upper right-hand corner of the page.