Best Buy & Geek Squad Policies

[alplayer]

On 10/31/09 I took my laptop to the local Geek Squad to be fixed (the screen had gone black, although the lights indicated that the hard drive was working and the backlight was clearly on inside the screen).  From the start, the whole experience was awful.  The girl that took my information informed me of the diagnostic cost, and then immediately rang it up before I had a chance to think about whether or not I wanted to have them repair my laptop.  She just basically said, "You owe $300 for us to take a look at it--credit or debit?"  I was stunned, and ran my card without really thinking about it.  I wish I had!  She then paused to have an extended conversation with another customer service rep about a different customer (one that wasn't present or on the phone--probably not an emergency), leaving me standing and waiting.  She entered my information wrong, listing my husband's cell as my primary contact number, meaning that he was contacted first whenever there was an issue.  My husband is not my message service, so I only found out about some of these calls well after the fact.  Once she had my money and my computer, she gave me an estimated completion date of 11/3, but assured me that they would call me tomorrow to let me know what they thought might be the problem.  When I didn't receive a call the next day, I called, only to be told (rudely) that no one could have possibly told me that I would be called that day.  Okay, fine.  Who doesn't love to be told that they're imagining things?  I was called (the only time I was called on the correct number) the day after my estimated completion date and told that they would need to put my files on a backup hard drive, which I authorized, despite the additional charge.  When I pointed out that my estimated completion date had passed, the rep said that he had no way of giving me another estimation, since he would be off for the next couple of days.  Unprofessional.

My husband was called and was told that my laptop was ready.  When we went to the store to pick it up, we were ignored for about 15 minutes.  Finally, we got the attention of a surly rep who located my laptop, plunked it down in front of me, and charged me for the external hard drive.  He didn't know anything about what had been done to my computer (to the tune of $400).  I got the laptop home, turned it on, used it for a few hours, then carefully powered it down.  The next morning, I turned it on, only to have the exact same problem I had before I spent $400 and ten days getting it "fixed".  I checked the invoice only to find that the only "repair" that was done was a diagnostic check and a virus scan.  So I got online (at work) and used the feedback form to which I was directed to complain.  I was assured that I would be contacted.  I also contacted the Better Business Bureau.  I did not have any desire to deal with the customer service at my local Geek Squad--I had seen how they behaved when I was polite, and I certainly didn't expect to get a lot done if I actually had a problem.  So I went straight to corporate.

Silence.  Then I was telling my husband I couldn't believe that no one had contacted me when he suddenly remembered that HE had gotten a call about my complaint (that he had forgotten to tell me about).  I knew I had put my own number into the complaint forms!  For some reason his number was still being used.  He said he deleted the voicemail, but I thought surely they would contact me again.  After a couple of days, I decided to send another complaint on the Geek Squad website, just to resend the correct number (and vent my frustration about my husband still being the one contacted despite my filling out a minimum of three forms with my number listed).  That was Nov. 20.  I still have not heard anything from anyone (although I did receive the email auto-confirmation on Nov 20 that my complaint was received).  The BBB complaint has already passed one deadline and is set to pass the second one on Thursday.  Above all, I still am $400 poorer with a non-functioning laptop.

I am astounded that this is the way this issue has been handled.  I really just want an apology and my money back, but I've become convinced that Best Buy/Geek Squad is trying to let the time run out so that they can keep my money for doing absolutely nothing (except treating me poorly).  I am a Best Buy credit card holder, and have purchased most of my electronics from Best Buy.  Why won't anyone contact me?

[Dorothy-BBY Community Supervisor]

Hello alplayer -

Josh, from our Community Connector team, will be reaching out to you regarding your concern.  Thank you for your patience!

[alplayer]

Thank you, Dorothy.  It's just nice to have someone respond at all!

[alplayer]

Once again, silence on the part of Best Buy and Geek Squad.  Three days and I've heard nothing!  I am really astonished that these two places stay in business if this is how they treat customers!

[Dorothy-BBY Community Supervisor]

Hello alplayer -

Our team is diligently working through all the issues from the recent busy shopping times.  While I do certainly apologize, please understand that normal response time on the forum is 3 - 5 business days.  Thank you. 

[alplayer]

I do understand that it's a busy season--but it's important to consider  too that for me this issue has been going on since Oct. 31 with only one single attempt to contact me about it, despite the fact that I have made at least six separate attempts to resolve this issue.  I can't imagine that it's really been that busy since Halloween that an entire corporation could only make a single phone call.

[Dorothy-BBY Community Supervisor]

Thank you again for your feedback.  I did bump your concern in Josh's priorities so I can only imagine you will hear from him early this week. 

However, please understand that our team was only made aware of your concern through your initial post on here.  I wish we had known earlier, and maybe it could have been resolved so much sooner.

I appreciate your considerable patience!

[alplayer]

Thank you for moving me up.  I appreciate it.  I know it's not the fault of anyone taking care of this forum.

To update--I did receive a call from a Pamela at Geek Squad on Thursday, asking me to call her back and ask for her, which I did.  The agent that picked up said that Pamela was gone for the day and would not return until Sunday.  He said he would try to help, and then put me on hold to try to look up my "case".  When he returned, he asked if I knew what she had called regarding.  I said that I had filed several complaints, and was not sure to which she was responding, but I could fill him in on the situation.  He then proceeded to put me on hold several more times, each time saying that he would help me as soon as he could find the description of the problem.  When he finally returned, he asked if he could call back within ten minutes.  I said he could, and then he asked me if the phone number he had was the best way to reach me--it was my husband's phone number!  I said no, delete that number anywhere it appears.  He said he would, and then said that if I didn't hear from him within three days to call him back!  Absurd!  After he had just told me that he would call me back within ten minutes!  Then he tried to get off the phone without getting the correct contact number.  I was not surprised when Sunday came and went without a call from him or from Pamela.  Obviously, again, I understand that this is not the fault of anyone assisting with this forum.  I will be pleased to hear from Josh when he has a chance to call me, and hopefully we can get this resolved!

[Pepe86]

It seems you've joined the club...