Best Buy & Geek Squad Policies

[Harbortug1]

Dear Readers,

First and Foremost; I am Speaking for a friend who had services rendered with your Geek Squad Dept.

:::::::::::: SENT LAPTOP FOR FAN REPLACEMENT - LOST $5,000.00 OF SOFTWARE / REPLACED HD W/O PERMISSION :::::::::::::

MY fan was making noise and obviously needed to be replaced.

I took it to Best Buy, Geeksquad under Full Warranty... ***

Sounds easy enough right???

Well, They ran a Diagnostics, replaced Fan and allegedly found an error on HD. no specifics as to what the error was as there is NO diagnostics report provided to justify actions taken By Technician.

I was not contacted to confirm Backup of my DATA.

There was no problem with my HD.

I thouroughly scanned my computer weekly with various Software Solutions.

AD AWARE, PANDA, DEFRAG, other system tools provided by MSWINDOWS.

Furthermore; I do see a pattern in regards to Geek Squads Diagnostics software being ran.

Once it is ran, Your Hard Drive is not longer operational. and requires replacement.

*One reccomendation:::: Do not run the Diagnostics unless requested. and do let customer know of the possibility of HDD (Hard Drive, DATA LOSS, WITHOUT NO PROBABILITY OF GETTING IT BACK)FAILURE.

Unlike others on this site, I was informed by Kristine at this #:281-337-8617 x 4 you will get KC(casey) and he will more than likely transfer you to Kristine(Christin. Kristin)

and she Said "We write zero's to your Hard Drive and you can not get your old data back. It is an impossibility.

************Question: Why did i not get that courtesy call the others did in asking if I would like to replace the HDD?

Granted, There is a waiver, and it states clearly to remove media prior to sending in laptop for repair.

However, My wife took it in for me, and I was not there to read the fine print. Only once she returned with the signed waiver and with the unfortunate news that I lost my HD and over $5,000.00 worth of software and un-replaceable Software which was Company related used for training purposes.

personal pictures, financial data, etc...

The Frustration is with the lack of followthru with contacting me to confirm with the LAPTOP owner

if I would like to Replace My old Harddrive with a new one. and LOSE everything.

anyones obvious answer to this question: "Sir, Would you like to erase your entire hard drive and lose all unsaved data ?" Uhhh, No Geek Squad I would like you to return my Laptop and I would like to retrieve all data before proceeding to "OPERATION CLEAN SWEEP" of my HDD.

SO CODE RED to all persons attempting to obtain services rendered by any Service Technician.

And Geek Squad, Please add this to your "TO DO LIST" (****VERBALLY EXPRESS WITH CLEAR AND CONCISE INTENT CONTAINING DEFINITIVE VALUE***) ::: 1. Customer, Would you like to retain your Hard Drive prior to One of our technicians (in an Indisclosed location) Running a potentionally

Threatening Diagnostics program on your computer which has the potential to Erradicate all data from your Hard Drive? Symptoms may include; Nausea, Frustration, High Blood Pressure, Aggravation, Animosity towards other Technicians in the future.

So, In a nutshell.... The Purpose of this Message is to Ask that Some policy amendments are taken into consideration for all obvious reasons stated herein. (please read others TESTIMONIALS on this site on this exact ISSUE **HDD WIPED CLEAN**)

I pray my words here are both Clear and Concise. and better yet Understandable and you can RELATE with the people that expect such services from the said company Geek Squad and all constituents. It will rain negativity upon your name be it that no appropriate action takes place to remedy this Unacceptable Technical Service being offered. **PLEASE REVISE TRAINING TECHNIQUES AND SOFTWARE PROGRAMMING**

Consequently, I will not receive any beneficial response to this Message I post and simply Hope that it may result in guidance in someone making some changes for the sake of others.

One word, Carelessness.

Thank you for taking your time to read this and if any of my words or statements vex you in any way I believe my frustrations to be Justifiable.

Best Regards,

Joseph A. {last name removed per forum guidelines}

CEO - I.T. CONSULTANT

{email removed per forum guidelines}

Computer Intelligence Agency

Friend Of Adam {last name removed per forum guidelines} (owner of Laptop)

Message Edited by Elizabeth-BBY on 03-12-2009 08:44 AM

[MobileExpert]

I understand the pictures and financial data, but couldn't the software just be reinstalled?

[GeraldRose]

Not that I doubt the story but if this person if your friend, why would he take his computer to BBY to replace a fan, when he has a friend who apparently is the CEO of a company called "Computer Intelligence Agency, and a I.T. Consultant?

You didn't mention whether or not it was under a service plan or mfg warranty you just said "full warranty"

I'm confused with this post.

Message Edited by Elizabeth-BBY on 03-12-2009 08:46 AM

[Harbortug1]

***CLEARLY A SIMPLE FAN REPLACEMENT!!! NOT A HD ERASE REQUEST***

If I work on it, It *VOIDS* the warranty. He paid for a 3 year extended warranty. Also, Most new purchases come with an Automatic 1 year mrg warranty.

How are you confused? It clearly says "computer Is under a Full Warranty."

It's Simply a post to warn others about their media when taking in their computer or laptop for a tech to look at it.

-

Why is This post is grabbing negative attn?  Looks like to me someone is missing the Entire point here. 

*** and as for the replacement of the software... : B.S.! He shouldnt have this problem to begin with. 

The only responses we are getting are from others criticizing my post and not seeing the big picture here. 

It's the point of the matter. Read the post again. then respond buddy.

*****

 Geraldrose, Nice quote. But Success comes to those to help(please) others and those others will aid in their succession.

[MobileExpert]

Nothing is coming out of your pocket, though. Surely your time is valuable, but don't claim to have lost money.

[Harbortug1]

Nothing is coming out of pocket? How do you think all the software is going to be replaced?

Through emmaculte conception? Manifest my programs into reality?

[Harbortug1]

And secondly MobileExpert,

Dont know about your side of the tracks... Time is money. not to mention the software packages.

[Starflyer59]

 A fan replacement is pretty easy and a IT CEO should have people who could replace a fan without the manufacuter every knowing about it. I can replace a fan in a laptop and you would never even know I opened the chassis.

[MobileExpert]

Forget it, forget I said anything.

[GeraldRose]

---

Harbortug1 wrote:

***CLEARLY A SIMPLE FAN REPLACEMENT!!! NOT A HD ERASE REQUEST***

If I work on it, It *VOIDS* the warranty. He paid for a 3 year extended warranty. Also, Most new purchases come with an Automatic 1 year mrg warranty.

How are you confused? It clearly says "computer Is under a Full Warranty."

It's Simply a post to warn others about their media when taking in their computer or laptop for a tech to look at it.

-

Why is This post is grabbing negative attn?  Looks like to me someone is missing the Entire point here. 

*** and as for the replacement of the software... : B.S.! He shouldnt have this problem to begin with. 

The only responses we are getting are from others criticizing my post and not seeing the big picture here. 

It's the point of the matter. Read the post again. then respond buddy.

*****

 Geraldrose, Nice quote. But Success comes to those to help(please) others and those others will aid in their succession.

---

I believe in my post O simply wrote that HE didn't say whether it was a mfg warranty or a BBY plan.

My point was if it was a mfg warranty if BBY sent it to the mfg they may have been the ones to replace the HD. He didn't make it clear.

If his friend has a service plan (which apparently he did) then that does change things.

As far as me writing why bring it to BBY. It's not that I expect his friend to give him something for free or do something for him because he knows about it.

But someone who knows all about computers and is a CEO of a computer company in some respect and an IT expert. You think he would look at it first to see if there was something he could do.

My friend works in IT and he has fixed my computer several times. For the record if I knew someone who worked at a car dealership, I would of course go see him/her if my car needed to be replaced, I wouldn't expect a free car but I wouldn't expect BS either.

Next your going to tell me I shouldn't have my CPA wife do my taxes for me.