I bought a laptop from Best Buy about a year ago, and decided to get the protection plan for peace of mind. The fan on my laptop stopped working about 6 weeks ago. On December 11th I took my laptop to the Geek Squad in Colorado Springs. Upon speaking with the Geek Squad employee, he informed me that my laptop would have to be sent to HP to be fixed, apparently they are not qualified to repair laptops. I was told they would call me when they received it back, and I would DEFINITELY have it back in 3 weeks. At the 2 week mark, I called them just to check on the status. First off, I let the phone ring at the Geek Squad for 17 minutes with no answer, I had to hang up, call back and press a different button to speak with a sales associate and have them get me a Geek Squad employee. The employee (unfortunately I didn't write his name down) told me it was shipped back to them and should be there in 2 days, they would call me to pick it up, and verified the phone number they have on file. I was also given the tracking number by this employee. Upon getting off the phone I attempted to track the laptop on the UPS website, and the tracking number was invalid. I decided I would wait for a few days since he told me it was on it's way. A week later, I called back, once again letting the phone ring for almost 20 minutes before it was finally answered. This time, the gentlemen I spoke with couldn't pull up my information. Only under an old phone number, which I had changed an verified atleast twice was he able to pull up my information. He told me it was shipped that day (1-5-09) and gave me correct tracking number, that was completely different from the first one I was given. He explained to me that when the UPS website said it was delivered meant they had it, but I would still have to wait for them to call to come pick it up. According to the UPS website, my laptop was delivered to Best Buy on 1-9-09... 4 days ago. They have not called me, nor returned my 3 messages. I have tried several times to contact them, letting the phone ring for 20 minutes with no answer. Because I am attending an online college, a computer is a part of my everyday life. I have been forced to purchase a new computer, but have very important documents on my laptop. At this point, I wouldn't be surprised if it was lost. I know 100% they have had my laptop for 4 days and haven't called me to pick it up, that's insane. I will NEVER purchase anything from Best Buy again. Not to mention, use the protection plan. I realize its not their fault that they had to send it to HP to be worked on, but the fact that they apparently lack the skills necessary to make a phone call is pretty disturbing. Word of mouth goes a long way, especially in a bad economy when people don't have money to waste. Judging by the numerous complaints that can be found online, I would say Best Buy better work on their customer service skills, before all their customers go elsewhere.
Message Edited by Edwards1021 on 01-13-2009 12:21 AM
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