Best Buy & Geek Squad Policies

[Zero0400]

Hi,

I have a laptop situation that maybe someone can help with. Just over a year ago I purchased a Gateway M - 6850 FX Laptop from a Best Buy in Pasadena, Texas. Shortly I realized that it would occasionally freeze - basically programs would lock up, but the mouse pointer is still functional. It happened very seldomly, so I let it go.

 Fast forward to present. Unfortunately, the problem has gradually gotten much worse. The same freezing effect will happen, but now after about 20 or so minutes from boot up.I took it in to the Best Buy Geek Squad to take a look at it and run the 70 dollar(!) diagnostic. 3 days go by and I call them asking if it's ready. When I ask them about the freezing problem they said that they aired it out and it no longer freezes.

I go home and it still has the same freezing problem. I'm actually quite frustrated with this, since I paid quite a bit for this laptop, over a thousand dollars. That, and since the Geek Squad really didn't solve anything for me. It would really stink if I paid that much for a door stop Also, unfortunately, I did not take the extended warranty : /

Is there anything I can do?

[Adamtech Emerging Expert · Accepted solution]

Hi there and welcome to the Community! I would take it back into the store and have the Geek Squad redo the diagnostic and tell you why it is still freezing. Keep in mind that the diagnostic is only going to tell you what the issue is, there may be additional charges based on the problem. You would be able to approve or decline any additional work.