Best Buy & Geek Squad Policies

[aethelwyn]

I have been getting the run around on trying to get my PC back after it was fixed in the geek squad city facility.  No one will give me any relevant information except that the PC has been repaired, but they won't ship it because there is a dirty label on it.  No kidding they are holding it becasue of a dirty label.  No one has the abaility to contact anyone and get them to ship it, except through the escalations process will will take 4 days to get and answer.

Any helop anyone can give on on how to eslaclate this issue would be greatly appriciated.

[Aaron-BBY Community Connector]

Hey aethelwyn,

 

I’m sorry to hear about the delays you’ve been encountering with your computer’s repairs!  I would be glad to help you out though, so please keep an eye on your private messages for further communication from me.

 

Thanks,

 

Agent Aaron

Geek Squad® Community Connector

Go Ahead.  Use Us.

[aethelwyn]

I received a private email today from an employee of Best Buy.  I am not sure why they did not want to put this information in the forum, but being fair I will post it without their name.

I wonder why no one in the store or at 1888 best buy, or the 800 geek squad numbers could tell me any of this, or why everyone tried to make things up.  At least one very polite woman told me she had no idea what a bezel was, so I explained it to her.

OPEN QUOTE

I was not able to find anything in our repair records regarding a potential problem due to a label or sticker issue, so this may simply have been a misunderstanding.  Unfortunately, repair delays may have occurred for two different reasons.

 

First of all, it appears that our Council Bluffs store had attempted to perform a diagnostic and repairs on-site prior to sending the computer out for service.  This means that while the unit was originally checked into the store on 10/01/2008, it was not shipped out for repairs until 10/09.  UPS delivered the unit on 10/13 and it was immediately assigned to a technician.

 

Second, due to a slight backlog at the repair facility, parts were not ordered for your computer until 10/22.  The tech’s notes indicate that a hard drive and bezel have been requested, but that it might take an additional 5-7 business days for them to arrive.  The service center has agreed to expedite repairs as soon as these two parts are delivered, and you should be contacted once your computer is safely back at the store.

 CLOSE QUOTE

[aethelwyn]

After trying to throw up some smoke and mirrors with half answers, an employee finally gave me this information.

Alternatively, you may also call our main corporate offices at 1-(612)-291-1000 for further assistance.

Once I save some money for a long distance phone call, I will find out if this number is of any use at all.