Best Buy & Geek Squad Policies

[Nokia]

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rawbery79 wrote:

The laptop wasn't sent to the service center, it was done in store.  No way it would have only taken five days if it hadn't been done in store.

And I'm sorry, you haven't presented me with enough credentials to prove you know anything about anything...until someone who is officially with Best Buy responds, your reply means nothing to me.

I'm returning the other laptop today, I don't want to be responsible for a low end laptop that is crappier than mine.

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Oops, sorry about that. From the post, it looked like it had been sent in.

That's fine. I'm not going to try to convince you that I know anything. All I gave was some info.

[leo730]

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rawbery79 wrote:

Well, I called Customer Service this morning; they are working on things and getting back to me.

I can't believe you are willing to defend their incompetence.  Either way, this is going to get resolved, one way or another.

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Trust me, you aren't the only one that people this community do this to.  I have argued with many of the members here over this.  The actual BB mods are very helpful so being a little more patient is going to net great results.

Although I am currently having a huge problem with BB, the mods around here are doing an excellent job at trying to resolve my issue.  I'm confident that you came to the right place to voice your concerns as the actual BB mods here can make contacts with the stores/employees that have wronged you.  They are also very dang friendly and avoid giving you excuses.  I hope you get your issue resolved.

Best of luck!

[rawbery79]

THANK GOODNESS.

I only had to call Customer Service three times and talk to about six people, but FINALLY I was able to get to someone who got in touch with the Geek Squad manager at the store.  I got a loaner right off the shelf and was able to work a deal that did NOT cost me $400.  They are putting in an expedite order for my laptop, and then will try to overnight it back to me if it isn't a lemon.

This really all could have been avoided, but at least (for now) it's resolved.

[Allan-BBY Community Connector]

Hi rawbery79,

I’m sure after waiting a week for this laptop to be repaired, and then finding out that the DVD drive was damaged, was very upsetting. I can completely understand you being upset that you are now being told that you have to wait for this laptop to be sent out to a service center before this can be resolved for you, and just wanting us to replace the laptop right away.

Your Performance Service Plan (PSP) is intended to repair your laptop, but in certain circumstances it would replace it with a comparable model as determined by the store. Your laptop should be replaced by your PSP if it has had three previous qualifying repairs, and there is a diagnosis from an authorized service technician that a fourth qualifying repair is needed. Simply put a qualifying repair is when a non-consumable part(s) is installed, and due to that part(s) installation the technician determines that product is functioning properly.

Our technicians in our stores are not authorized to make this diagnosis, and that is why your laptop is being sent out to one of our service centers that does have a technician authorized to make this determination. Unfortunately this does mean that we would have to wait until the technician that looks at the laptop makes their diagnosis.

I can also understand you being upset that you were asked to pay $400 for a loaner laptop to use while yours was out for service, and the use of the word loaner is actually inaccurate. Our stores don’t actually have any laptops that are dedicated as loaners. They do allow customers to purchase a laptop to use while theirs is out for service, and then waive any return period or restocking fee once their laptop comes back from service.

Since you returned the laptop your boyfriend purchased to have you use while yours was sent out for service he shouldn’t be charged any interest on that purchase. I would like to work with you towards the fastest possible resolution to this, and I am sending you a private message to begin that conversation. To check your messages you should log into the forum, and then click on the letter icon in the upper right-hand corner of the page.

Thanks for posting,

[AGENTG]

Glad you got it worked out.