Best Buy & Geek Squad Policies

[Phelis]

I turned my HDX18 laptop into the best buy in Bel Air, MD on the 11th of May.  Per the emails that were sent to me they got the laptop into the Kentucy repair center on the 12th of may where it sat for over 2 weeks waiting to be looked at.  Following that it sat for another week before being assigned to anyone who ordered parts that took the full 10 days to come in followed by another 2 weeks now of being repaired.

This is really sad.  I was quoted 2 weeks for the repair of this new model laptop(not like the parts would be scarse), and still NOTHING.

On the rare occasion i can get someone at the bel air best buy to actually answer the phone(1 in 10 calls at best) i cant get the same answer from anyone there.  Its being repaired, its being extended testing, its waiting on parts still.

This is not customer service.

Whats the deal?  Is service always this bad?

[Phelis]

FYI, ive also sent an email to the geeksquad reguarding this complaint and i very quickly got an automated answer saying it would be answered in short order.  That was 4 days ago, still havent heard back from them yet either.  I also still have no idea what was wrong with it as the phone call i was SUPPOSED to get after they diagnosed the problem never came in.

Typical so it would seem.

The laptops now been in the shop twice as long as id owned it before turning it over to GS.

Makes ya real happy when ya spend $2800.00 on a comp and then get this sort or treatment.

[Elizabeth-BBY Community Supervisor]

Hi Phelis,

I've asked Dorothy, one of our Community Connectors, to see how she can help with your ongoing laptop repair.  Six weeks is an extremely long time for repair, and the fact that you can't seem to reach anyone at the store or get a solid answer about the status would be even more frustrating for me.  As the weekend is approaching, I hope you understand that you may not hear from Dorothy until Monday or Tuesday at the latest.  Please know we are committed to helping as best we can!

Thanks for posting,

[Phelis]

Here is my order/service number to help move this along for whomever would need it.

{removed per community guidelines}

Message Edited by Elizabeth-BBY on 06-20-2009 02:11 PM

[Elizabeth-BBY Community Supervisor]

Hi Phelis,

I had to remove your service order number as this is personally identifiable information, which is not allowed per our guidelines.  I did, however, forward this number to Dorothy.

Thanks,

[Dorothy-BBY Community Supervisor]

Good afternoon Phelis -

Being without my computer for even one day is maddening, so I can only imagine how frustrated you must be after such a long period of time without your unit.  I want to thank you for your patience, and also apologize for the delay. 

I would like to offer you my assistance, so I am sending you a private message. To access your private messages, first ensure you are logged into the forums, then click the envelope in the upper right hand corner of the page. 

Thank you!

Dorothy

Community Connector

Best Buy® Corporate

[Phelis]

So the left hand obviously doesnt know what the right is doing.  The mods here, who HAVE been assistive in this issue are giving me conflicting answers from the repair center.  A common denominator through this entire ordeal.  Hers what the repair center has sent me.

06/22/09 5:27pm Shipped Product is complete and has been shipped from the repair location back to the store. Depending on the type of product, shipping may take between two and seven days

06/22/09 2:50pm Final Inspection, Awaiting Shipment Product is ready for final inspection and shipment

06/09/09 11:30am In Repair Product has been assigned to a Geek Squad Agent or a certified technician for repair or upgrade

05/29/09 5:10am Parts Ordered Awaiting arrival of parts ordered from the manufacturer or approved parts supplier for repair. Depending on the supplier, parts arrival may take between three and ten days

05/15/09 12:30pm Received Product has been received at the repair location and is being assigned to a Geek Squad Agent or a certified technician for repair

05/12/09 9:51am Checked In Product has been checked in and is awaiting shipment

So the repair center told me that they ordered parts, put the unit into repair, installed the parts, completed the repair, extended testing done and shipped the unit back coimpleted and fixed to my local store. 

The mods here on the boards, who again i restate have been most helpful(thank you ladies) are telling me that the units faulty parts cannot be supplied by HP and that the unit itself needs to be replaced in its entirity.

So now what im going to have to do is make the drive to my best buy, pick up my broken unit and send it to HP for a replacement.  

Basically BBY has wasted 6 weeks of my time.  Im going with geek squad being wrong about the repairs and taking the word of the mods here who seem to kno their stuff in saying the unit is unrepairable.

This is the most horrific customer service experience i have ever had in my entire life.  Lies and subterfuge.

As things stand now i will be doing my Christmas, birthday etc.. shopping somewhere other than BBY.  Why in gods name would i go back!

Dorothy- May ur Health pots all heal for the max and may your gamer loots all be rolled from the top.  Thank you for your help, its the only assistance ive gotten through this entire trauma.

Mike.

[Dorothy-BBY Community Supervisor]

Good afternoon Phelis -

I can see you read a bit about me and my gaming ways!  Thank you for your kind words.  

I wish I could come here and say something magical to make this all better, and to have all the answers, but the best I can offer is the explanations I have already shared with you. 

I agree that your time seems to have been wasted, and while I firmly believe the delays were caused by HP not having parts, I do feel that we fell short on our end of communication and pursuing the matter in a timely fashion.  

Check your private messages, I have some final information for you that hopefully might help a bit. 

Regards,

Dorothy

Community Connector

Best Buy® Corporate