Best Buy & Geek Squad Policies

[Hsingh187]

I purchased a laptop from Best Buy last summer before the school year started.  I was told by the worker assisting me in the check-out that it would be a good idea to buy a service plan with the laptop.  He said that if there is any problems, bring it in and we'll fix it with no extra cost.  Not realizing that was a complete lie, I bought a 3-year service plan.

Within the first few weeks I noticed the laptop started freezing as soon as I connected to any network other than mine.  Soon after that it started to freeze on random occasions. Next, the ac jack came loose.  Then, as I tried closing my screen, the loose ac jack caused my screen to crack. I did not take it in to Best Buy at the time because I needed the laptop for school.  I decided to go to Best Buy as soon as my school year was finished.

When I showed a representative, my laptop about the freezing and damage, he told me that the laptop isn't covered under warranty and it is a write-off and it would be a good idea buying a new laptop. 

I'll conclude this message by stating that I was ripped off and decieved into buying a service plan that

pretty much has no value and the customer service I recieved was horrible.

[darthgonzo7]

Wait, wait, hold on...Who exactly did you speak to? Was it a BB sales person or did you bring it to the Geek Squad? Also, do you still have your receipt from the time of purchase showing your 3 year service plan information? There should be absolutely no reason why Geek Squad would not at least attempt to service the unit before making such an outrageous statement.

I would recommend maybe trying a different location if such a possibility exists and making a call to 1-888-BESTBUY to report your experience. If this particular store is telling people their products are "wirte-offs" they have a serious problem going on.

[Hsingh187]

I brought it to the Geek Squad in-store, and the only help I got was being told to send it in to Sony (it is a Sony laptop) and see if they will repair it.  Thanks for the advice btw.

[darthgonzo7]

Did the Geek Squad rep even verify whether or not you had a service plan before they directed you to Sony? An active service plan should have required them to begin working on the issue. Even if they ultimately had to send it to the GS service center or even Sony for repairs that would be under your service plan and not on your shoulders to have to make happen.

I wish you luck in getting this resolved.

[darthgonzo7]

I almost forgot. Our Community Connectors will also be responding to your issue here sometime next week and they might be able to give you some more information then I am able to provide. They are gone on the weekends but hopefully you'll hear from them on Monday or Tuesday.

[Elizabeth-BBY Community Supervisor]

Hi Hsingh187,

I've asked Aaron, one of our Geek Squad Community Connectors, to review and respond to your concerns.  You should hear from him within the next few business days.

Thanks for posting,

[Aaron-BBY Community Connector]

Hey Hsingh187,

Repairs are rarely a welcome prospect, so I can imagine how frustrated you must feel to be encountering difficulties with your laptop. I would be equally disappointed if I found myself in a similar situation.

Like darthgonzo7, however, I’m not quite sure why you would have been told that your laptop could not be repaired under either your factory warranty or service plan coverage without having it first seen by a factory-authorized technician – especially if you purchased a service plan with accidental damage from handling (ADH) coverage.

I would like to take this opportunity to gather some additional information from you, so please keep an eye on your private messages (the letter icon in the upper right-hand corner of the page) for further communication.