Best Buy & Geek Squad Policies

[cmartin0915]

Wow! I can honestly say that when and IF I ever get my laptop back... I will never use best buy services for anything. Here is my story, sorry it is sooo long. On January 27th I brought my laptop which was purchased from Best Buy in September with the Black Tie Protection to my store for some minor repairs. A thin piece of plastic that goes around the speaker was cracked from my hand resting there when typing and the zero key would not depress. Very minor issues but I figured that I paid for the protection I might as well use it.... note that it was in perfect working order otherwise. 2 weeks later I get a call that it was back in the store but I needed to bring my recovery discs in because they had to mess with the hard drive. I bring in my discs on Feb 9th. Februaury 10th they call me and say that they are unable to restore my information and aren't sure why so they have to send it back to the service center. I am assured by the staff that it will be overnight mail and rushed because of the inconvenience and Mischa says she will call me to update me on the status of repairs. I never receive any calls but check daily online with my service order number. She also assures me that it will be back within a week. On wed 15th I check and the status says Final Inspection waiting shipment. I check last night and it says "Picked up by customer" account closed? Uhhhh... ok. This morning I recieve an email with a new service order # stating parts order can take 2-10 days to be received. What the heck is going on? How is it that someone can drop off a laptop that is a few months old working perfectly and your service specialists use their magic fingers to turn it into a paperweight?! It is going on a month that I have bee without a computer. I am a full time stay at home mom and STUDENT that is currently enrolled in 26 credits! I rely on my laptop heavily and I am sooo behind now. I am completely screwed. I am sitting here on an old slow desktop and kicking myself for not sending it directly to HP. They advised me thay would have sent me a box for shipping, done a complimentary back up if needed, and priority mailed it back to my door in much less that 1 month time. Since this has been going on I have talked with several family and friends that have had similar horror stories with "Geek Squad" services. In 1 week it will be 1 month, if I don't have my laptop back or am not given a new one I will be hiring a lawyer.... ridiculous... NEVER AGAIN

[Ryan-BBY Senior Social Media Specialist]

Hello cmartin0915 -

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

[SoMeAm]

Dear Christy (cmartin0915),

We do regret your product issue and your being without your notebook for about a month.  However, we see that Partner Doug from Best Buy will be contacting you to get your issue resolved. 

We would like to comment on your statement pertaining to your call to HP.  If you are still under the manufacturer's standard warranty and do not have any warranty with the retailer, it is often quicker to go through the manufacturer's repair process.  However, since you have a protection plan with Best Buy I understand why you contacted Best Buy regarding your notebook issue.  Yes, it's true that HP would have sent a box for you to ship the notebook to HP and if there is no part backlog I have occasionally seen computers repaired and shipped  the next day.  We normally advise at least a week for return after HP has received the notebook.  I do question the phrase in your response about HP automatically doing a complimentary backup.  My understanding is that this is currently not a repair option.

Doug will be able to update you, and we hope that your notebook is returned very soon. 

Regards,

[Douglas-BBY Community Connector]

Hello cmartin0915,

Welcome to the Forums.

Thank you for all of your patience while our agents work to get your computer running back up to speed.  It does look like your original service order was closed out and another one was opened to help us keep track of some of the paperwork.  I apologize for the confusion; please let me know if you need any help finding the status of your service along the way.

I know you weren’t expecting us to swap your hard drive while your computer was out, but once we send it off to the service center, we want to make sure we do it right.  With each repair we run a full set of diagnostics on all of your hard ware.  We ask your permission via signature to take any steps necessary to get all of the hard ware running correctly again while your computer is out. This isn’t meant to be an inconvenience, but meant to save everyone time and hassle.  If we sent that hard drive back without getting repaired and you came back to us a week or a month later with issues, this would be an entirely different conversation and not necessarily an easier one to have for either of us.

I’m a part time student myself, so I can sympathize with how important having a working computer is to your success in school. I have this sympathy in mind when I say thank you for your patience and please allow our agents the chance to get your computer running correctly before getting it returned.  I think it will save you time and frustration in the future.  It is estimated to head back later this week.  Let me know if you have any other questions in the meantime.

Cheers,

[Douglas-BBY Community Connector]

Hello cmartin0915,

Thank you once again for all of your patience.  Your computer shipped from our service center back to your local store yesterday.  It should arrive in the next business day or two;  you'll get a call from your local store to confirm when they have it back in and ready for pickup.

Please let us know if you have any other questions about your repair moving forward and have a great weekend.

Regards,

[cmartin0915]

Yet again Best Buy has dropped the ball. When my computer was shipped from the service center it wasn't Next Business Day shipping as promised. Everytime I call the store and speak with the Geek Squad supervisor he has no recollection of who I am despite the fact that I have spoken with him at least once a week for the last 5 weeks. His supervisor gauranteed me that she would call me personnaly to update me throughout the process. Surprise, not a single phone call. I am so thoroughly disgusted with this company. It has been excuse after excuse and apology after apology. If I ever get my laptop back. I will never set foot in a Best Buy again. I thought someone should know that Best BUy has lost a customer for life. The only reason I am posting here is because I can't get the manager or assistant manager to call me or take my call at the store. This has been the worst customer service experience I have ever had. 

[SoMeAm]

Dear Christy (cmartin0915),

Thanks for the update, and we apologize that you still have not received your notebook.  You write that you have called the store multiple times.  Have you contacted your Best Buy Connector Doug who can check into this again on your behalf?

Regards,