Best Buy & Geek Squad Policies

[BearGT]

On March 18th I took my Mid 2010 in to my local Best Buy to have the trackpad replaced.  It has broken three times previously and was replaced by Apple under warranty.  Now that I am out of warranty I took it to GeekSquad under my Black Tie Protection Program.  The agent who took it in was an empathetic Mac fan who was a great help.  He explained it might take up to 4 weeks for the repair.

After 10 days I picked up my MBP.  The first thing I noticed was the trackpad felt the same as it had before.  The agent said the service center deemed it was ok and had shipped it back.  He gave me the number to the service center in KY and suggested I take it up with them saying: "If they said it's ok, it probably is."  Anytime the Mac is used for more than an hour the trackpad stops working (bad connector) Apple has already replaced it...three times...This second agent's comments had me seeing red, until I got home and realized the side of my laptop was badly dented...It was fine when I dropped it off.

The next day I returned and spoke with an operations manager who immediatly empathized with me and explained what had happend.  Apparently the service center in KY had preformed no hardware test under conditions (they did a Apple style hardware diagnostic from a cold boot) since they saw no fault they sent it back with no further testing.  The manager could not account for the dent but was empathetic.

He said they would "rush" the laptop back to the service center, a corporate manager (Bob Bridges? Bill Bridges?) would be looking over the case, they would replace the trackpad and casing and the manager gave me a $100 gift card for my frustration.  I use this laptop for work and have lost about $100 not having it over the last few weeks.

I appreciate the manager's quick response and positive service, I can't say I trust GeekSquad to do the job right the second time around and I am curious what my course of action could be if it isn't fixed this time.  The laptop was sent off on the 30th and the website only shows the laptop as "shipped" so much for "rush"...

[Mariel-BBY Retired: Community Connector]

Hello BearGT -

Aaron, from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[BearGT]

How long might that take?

[hydrogenwv]

After being assigned, you should hear from the Community Connector within 3-5 business days. Your issue was assigned on April 6th, so you should be hearing from them either the end of this week (as early as Wednesday) or early next week. They will post here, and may send you a private message as well, but keep your eye out on this thread.

[Aaron-BBY Community Connector]

Hi BearGT,

I’ve got some good news for you, so please make sure to check your private messages.  You can do so by signing into the forum and then clicking on the letter icon in the upper right-hand corner of the page.