11-05-2009 07:00 AM
They really should call people when they replace harddrives, the problem is that Geek Squad City is the largest computer repair facility in the country and they do hundreds of repairs per day, there simply isn't the staffing or the time to call that many people. And even if you did say don't fix the drive, they'd have to send it back without doing ANY repairs because our agreements require us to fix anything we deem defective. By signing that disclaimer, you're saying its ok for them to fix whatever they find wrong even if that means losing data. The agents at the service center figure if it is that important, you would have backed it up prior to shipping.
Also, Best Buy operates on a core system, so when a drive (or any component) is replaced it is returned for a core credit to the manufacturer/vendor. If we do not return that we get hit with the cost of the drive and usually additional fines. So in the majority of cases we are unable to return core parts.
11-05-2009 07:06 PM
I can assure you that we definitely care if you ever shop with our company again, and no representative of Best Buy® should ever make you feel otherwise. I can definitely understand expecting a phone call telling you that your hard drive needed to be replaced, but it is true that there is no process in place to perform this service.
Agent_Will is correct that the paperwork that you signed on your service order does state you waive any data loss or media claims due to the repair, and that you authorize us to repair all defective hardware needed to get your computer in working order. It is true that our Geek Squad® agents in the store are expected to inform customer’s that their data might be lost due to the repair, and to advice a backup, but in case this isn’t communicated we have put it down in writing for our customers to read for themselves.
We would not be able to get your old hard drive back, and in fact after a hard drive is replaced we make sure the data would not be accessible to anyone in the future. I can relate to you having programs on the computer that you paid for and downloaded off the internet, and I can personally attest to the difficulty in getting these programs back after recently installing Windows 7 on my own computer.
I can also say that if you purchased these programs you still own them even if you didn’t get a disc from the software manufacturer. Years ago I purchased a game for my wife from a software company online, and when that computer failed I was forced to get a new computer. I contacted the software manufacturer, and they provided me with another copy of the game. I would suggest contacting the software manufacturer’s of the programs you are now missing, and as long as you provided them with identifying information they will most likely be able to get you the software that you purchased from them.
I am sending you a private message to gather some personal information to see if there is any help I can personally offer to assist in resolving this for you. 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,
11-07-2009 01:47 PM
I've personally never had any problems with a bestbuy warranty, and have been a customer for many years...
but this problem seems to stem from Bestbuy wanting to go the extra mile (and do stuff like "replace your hard drive").
So I propose a solution.
Use the money you would have spent on the backup service...
now buy an equivalent or bigger sized harddrive, internal or external, (obviously with a price tag smaller than that of the backup service).
Now use a free/open-source "drive cloning" tool...
You can even do this in another computer (in case yours doesnt turn on) just look for help online
You should now be more-than-satisfied when best buy decides to throw in a new harddrive!!!
As for the power supply goes... I honestly think Geek Squad should be able to run any test they need w/o my harddrive.
I just got an idea!!!
I would remove it.
If they notice its missing... do u think I would get new one??? worth a try... ;p
Well good luck with this issue of yours. But seriously, everyone should be backing up their computers.
I cant stress this enough. You never know when your harddrive is going to fail.
(Data Recovery takes usually longer, and results might not be complete iIF ANY.)
11-14-2009 08:05 PM
Wow! You certainly do have all the answers don't you? I sure wish I had been able to talk to you BEFORE I spent $150 on the "Advanced Date Management" system that I purchased from Best Buy to completely back up my system BEFORE they sent it off to repair. Of course I wouldn't have even been thinking about buying a new hard drive since this one was barely a year old. Don't tell me about Best Buy going the EXTRA MILE for me because not only did they replace my hard drive---they also charged me $150 to back up all of my data, but here's the real kicker-- THEY LOST OR NEVER BOTHERED TO BURN ALL OF MY DATA ONTO DISKS. I was like you, having gone to Best Buy for many, many years -- having a wonderful relationship with them. But not anymore. I've lost all of my pictures. It was bad that they replaced my hard drive, but I wasn't completely devastated knowing that my "data" and pictures were safely backed up on disks. This was even verified by the store manager on not once, but 2 different occasions. I hope you too can have your hard drive replaced, by them going that Extra Mile and that they can lose all of your data as well--because that's just good Customer Service.
11-14-2009 08:10 PM
Hi Agent Will,
I sure hope you are able to read my response to the rude person that posted under you, because my data WAS THAT IMPORTANT!! I paid Best Buy $150 to do an ADVANCE DATA MANAGEMENT backup on all of my data. But you know what happened, they either LOST ALL OF MY DISKS OR NEVER BOTHERED TO BACK IT UP IN THE FIRST PLACE. This after the store manager assured us not once, but twice that all of our backup disks were there and we could pick it all up with the computer. I now have my computer back and nothing else. Oh, the manager gave me a $50 Gift card and told me he'd call me when they found my data, but I'm sure not holding my breath!
11-15-2009 05:16 AM
I dont appreciate the sarcasm... on the other hand, I was not being sarcastic, You could have saved yourself this headache, had u only used your systems built-in (free) tools to back up your data.
I provided what might seem like a comical, but perfectly valid alternative to using BB's back up system.
Besides had you never gone to best buy, (like you wish you hadn't), your harddrive would have eventually failed possibly rendering all of that valious data useless. (Yes even at <1yr. ) I have seen some fail at a couple months.
Additionally, the original message was not mainly intended for you, as all your data is already lost, but instead at anyone looking to take their computers to BB.
Once again, before any service, anywhere... back up! (ON YOUR OWN!!!)