Best Buy & Geek Squad Policies

[DavidScott]

I purchased 6 of the same model PC from Best Buy. One of them crashes. It is under warranty.

I removed the drive and Ram from one that runs fine and put it in the bad PC.

It still crashes. Geek Squad called and said it had a virus $199.00 to cure. Told them that couldn't be the problem

He insisted there was nothing else he could do.  Spoke to his supervisor.  He said the computer had no Virus just adware.

Still nothing he could do since the computer passes manufacture specs.

If I had taken the first persons word I would be out $199.00 and have a bad PC.

I am not an idiot. I would not have taken a PC to them for repair if it did not have problems.

Just because a problem may be difficult to find doesnt mean you should dump it back on the customer.

[AaronE]

What brand and model is the machine?

Do you get a blue screen with a bug check code when it crashes? If not, can you elaborate on what you mean by crashing?

If you get a blue screen (often called a BSOD) what is the bug check code/information on it?

I'd agree that if you swapped the HDD with one of the other 6 you purchased and it's still acting the same way it's not a virus.

[DavidScott]

HP Smarttouch 310 1125Y, Yes blue screen but the PC is at the Best Buy Geek Squad now. 

I convinced the store manager to leave it run for a while to get the error. 

If it doesn't error he says nothing elese he can do. 

This will mean Best Buy will not take my word that it crashes or Bad PC, too bad.

[rellarillear]

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AaronE wrote:

I'd agree that if you swapped the HDD with one of the other 6 you purchased and it's still acting the same way it's not a virus.

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How so? It's the same HDD, with the same potentially corrupted OS, and with the same potentially infected files.

[DavidScott]

This happened months ago, I am just getting around to taking it in for repair.

HP Smarttouch 310 1125Y,  crashes. (computer A)

Drive and Ram removed from HP Smarttouch 310 1125Y, (computer B)

and installed in computer A.  Computer A still crashes.

Drive removed from computer A and put back in Computer B.

Computer B we still (after many months)  running fine and has never crashed.

[AaronE]

I wish I knew what the bug check code info was. That'd likely be helpful in narrowing down the potential cause. I wonder if the crashed created minidump logs which would also be helpful. 

How reproducable was the crashing? 

[DavidScott]

If they can not reproduce it I will post the error.

It happened very often and will be no problem to reproduce.

Thank You for your concern.  Very different than the store people.... 

[Blake-BBY Community Connector]

Hello DavidScott,

I'm sorry to hear that your computer isn't working and I'd like to apologize for how your situation was handled.  I can understand how you must be feeling.  When did you purchase the computer?  Did you purchase a Geek Squad Black Tie Protection plan on it?  At what store did this occur?  I'd like to document your situation. 

The Geek Squad will have to reproduce the issues you're having before they can repair the computer.  

Keep me updated on what the store advises and the status of the repair.