04-03-2010 02:40 PM
It takes 2-3 days to get an escalation back, perhaps longer due to the fact that they have to find the Hard Drive.
And the reason they normally do not return it is because the Insurance company gives us credit back for the part, if we give it back to every client we get dinged for that part.
04-03-2010 03:16 PM
My only question is if the data on this laptop is irreplaceable who in their right mind would not back it up prior to parting with their laptop for ANY repair service.....Some responsibility (and according to the service order whereismyhd signed, all the responsibility) falls on the end user to ensure their data is backed up.
It says clearly in the terms and conditions of the service plan if Best Buy deems the pc uneconomical to repair it is replaced. Your getting a new computer, not many people complain about that :-) lol
04-03-2010 04:01 PM
Well if it's true that they do have a number then I"ve been lied to multiple times. Because I was CLEARLY told by both the people at my local store and the 800 number that there is no other way of reaching them other than an sending an escalation and they have no number, which I don't believe whatsoever.
I don't really care what the technicalities are in the fine print are. The issue here is that as soon as it was junked out I asked for my hard drive and all that was done was an escalation was sent, which did nothing. How difficult would it have been for someone to pick up the phone and help me at the time when it was most likely to have been effective?
Let me be clear about this: I was told multiple times there is no number and no way to reach them other than "sending an escalation" That is atrocious customer service and obviously not true in my opinion.
04-03-2010 04:06 PM
Quantumthunder, If you would read my post you would know that I DO have most of it backed up.
I unexpectedly couldn't get the laptop to power on, so I had no way of knowing exactly if I had EVERYTHING on the hd. There WAS no problem with it when I gave it to them, and they FOUND no problem with it either. I asked for it as soon as it was deemed junked out and I feel that I was lied to about what they could have done for me.
04-03-2010 04:15 PM
There is no published number for the stores or customer service to contact the Service Centers.
Imagine for every issue if a SVC employee had to answer the phone, it is far more effective to communicate via email, which takes 2-3 days.
I hate to play devils advocate, but you signed a data decline sheet, which said you are responsible for all data, and that Best Buy is not responsible for any of your data, therefore it is not their fault that it has to be exchanged, and you were responsible for th data regardless of what state it went in.
What if it fell off the back of a UPS truck, or was dropped being routed to a SVC counter?
04-03-2010 04:30 PM
I beg to differ that it's more effective if someone's hd is destroyed in the two or three day wait time. I'd imagine I'm not the only person who would like to know for sure I have everything I would want from my hd. The issue here is that if they destroy the hd's, wouldn't it be good customer service to make the turnaround faster than two or three days? I haven't received a call from anyone in the entire time they've had my laptop and that's including when it was junked out.
That's hardly good communication
And it didn't fall off some truck or get lost so why are we even hypothesising on that?
Actually I"m wondering if it was damaged in transit somehow since there is a problem with the lcd screen all of a sudden
04-03-2010 04:34 PM
I am saying that the minute you sign the agreement to have Geek Squad service it you acknowledged your computer could never come back and you may not get ANYthing back, including the hard drive.
Second of all, they USUALLY do not touch the parts until the junkout is complete, so waiting for the escalation is the best idea.
04-03-2010 04:40 PM
I am aware of what I signed, thank you. Can we please get off the topic of what the waiver covers? It's irrelevant at this point and if you would read what I'm saying you would know that COMMUNICATION is my main issue here.
04-03-2010 04:54 PM
There was a client on here recently with the same issue. The store did the same thing (issue an escalation) and luckily, her HD ended up being recovered. She was very fortunate b/c her HD contained pictures of a family member that had just passed. The service center just hadn't done anything w/ it yet in her case. But remember, the HD could have went out for recycling (or whatever happens to that piece of hardware) immediately when it was deemed un-repairable.
04-04-2010 11:41 AM
From my personal experience, two days after my computer was declared a junk out, I was able to get both my hard drives. The rep that handled my case on here, contacted the service center and had them over night them to my nearest BB.
So just because your case shows that your computer has beem deemed a junk out, it doen't mean that they trash the whole things right away. There might be exceptions and this pracdtice can also vary from service center to service center.