Best Buy & Geek Squad Policies

[RippedOffByGeek]

I recently took my 2 year old Toshiba 135 series in to the Geek squad b/c of slow performance. Well after upgrading my hard drive to let's see I had 1 GB and they sold me a 1 Gb for 29.99 and a 2 GB for 59.99 plus the cost of diagnostics  and repair I spent $ 340.00 almost and my computer runs worse now than before I took it in. I tried several times thru live chat and once thru the 1800 geek squad to get something done. I broke my back several days ago and the lady on the phone said if the squad came to my house it would cost me some more money. My husband is currently deployed and my family lives in Germany so there is no way for me to take the computer to them. When my 30 days is up for their so called warranty I guess I will be out $ 340.00 and still not have a computer. I am thinking seriously about hiring an attorney. I think they may have switched computers on me due to the fact all my original seriel number stickers are now peeling off when they were fully in tact when I took the computer in. If this is the way Best Buy and Geek Squad treat consumers then a class action lawsuit would serve them right. When I got the computer back they didn't even tell me what all they had to do it just listed the same crap they sold me. No information as to a virus or anything. They are just out to make money and to heck with the little man or in my case the little woman.

[starhelper2587]

If you purchased it 14 days ago or less, return or exchange it.  Your extended warranty would transfer (if you purchased a GSBTP warranty) and the stocking fee would be waived if your PC was deemed defective.  Did you bring in the PC after this period had expired?  Did they offer you this option before repairing the PC?

[Elizabeth-BBY Community Supervisor]

Thanks for posting on our Forum!

I've asked Aaron, one of our Geek Squad Community Connectors, to review and respond to your concerns.  You should hear from him in the next few business days.

[RippedOffByGeek]

Well obviously my last post isn't going to get any response from the moderators on this site either. It is really a shame that a person spends as much money as I did to have a computer fixed and it comes back in worse shape than before. I was checking the other complaints out there and there are many. These are against both BB and GS. SInce this is the Memorial Day weekend I will be contacting the BBB in Valdosta on Tuesday morning. I am taking the computer back to BB today and having my original hardware reinstalled and demanding a FULL refund of the $ 340.00 I was charged for services that were not performed.

How can you make a claim that you fixed something, allege you made a repair but only show the consumer the products the consumer purchased on the reciept. And above everything else they take it upon themselves to add desk top icons which in all honesty are USELESS!!! It's probably a good thing my back is broken or I would probably being go to jail today!!!

[starhelper2587]

"Due to the Memorial Day holiday, our Community Connector team will not be available until Tuesday, May 26th.  We will work to respond to your concerns as quickly as possible when we return; in the meantime, other users may be able to respond to your questions or offer suggestions related to your customer service concerns.  If you require immediate assistance over the weekend, our Consumer Relations call center can assist at 1-888-BestBuy."

This came from a Community Connector's post.  That's probably why no one has responded to your post.  They should be responding promptly on Tuesday. 

[RippedOffByGeek]

I expect something. I didn,t have 4 days to pay and I still got shafted. Plus when I took it into the store I was told they "MAY" have missed a hardware issue? For the money spent it should have had a fine tooth comb,brush and a complete harware massage done to it!!!!

[Nokia]

If you have an urgent issue, call Consumer Relations at 1-888-BESTBUY.

[RippedOffByGeek]

Well unless that number connects me to someone who can actually fix my computer and not offer poor excuses about why the computer is worse than when I originally brought it in then that number is of no use to me. If you can't do the job right the first time then don't try and give petty excuses as to " well we may have missed something". I went in and was going to just by a new laptop but the associ(e said " it would be a waste of money", looks like the geek squad was the actual waste of time and money.

[Nokia]

Well then you'll need to be patient, and wait until the start of the Tuesday business day.

[Aaron-GS Community Connector]

Greetings,

Hardware upgrades are often an excellent way to improve the performance and prolong the life of older computers, but I can certainly imagine how disappointed you must feel if you have encountered a decrease in performance after having two new devices installed.

It’s regrettable if your recent experience does not meet your expectations, but be forewarned that all services (such as hardware installation and diagnostics) are non-refundable once they have been performed. We do, however, offer a 30-day guarantee on all services we provide, so if you are still having difficulties with your computer I would strongly encourage you to return to your local store for further assistance. Remember that in-home service cannot be provided free of charge if the initial work was performed at one of our retail stores.

Should you ultimately choose to seek follow-up work, please do not hesitate to let me know. Simply send me a private message with the new service order number and I would be glad to monitor any necessary repairs on your behalf. If you are not satisfied with the new hardware though, remember that you may always request that it be uninstalled and returned within 30 days of the purchase date.