Best Buy & Geek Squad Policies

[beatdown]

WAY back in October we bought our daughter a router...because they have so few GEEK Squad techs in our area it took a while to get him there.  When he did show up he connected it and left (all of five minutes).  He never checked to see if it actually worked...it didn't. It took until DECEMBER for him to come back and tell us that the router was defective.  He told us to buy a new one and he would install it because he didn't check the first one.  We bought the new one and made calls to set up an appointment AND that's when I became shockingly frustrated.  I spent no less than four hours on the phone.  One lady would say, "Yes, I see the problem!! You are absolutely right!! Let me call the tech and I'll get back to you."  She NEVER called back.  (I have all the names and times) Then after many more conversations like this the last one literally went like this: A woman gets on the phone, finds all my information, is ever so sweet, kind, and considerate.  Tells me that she should be able to fix it...puts me on hold and sends me to a guy that informs me that my case number no longer exists."  ALL IN THE SAME PHONE CALL!!!  He says that there is nothing documented except the repair in December and too bad soo sad.  WE paid $189 dollars for 10 mins of service....

[GeraldRose]

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beatdown wrote:
WAY back in October we bought our daughter a router...because they have so few GEEK Squad techs in our area it took a while to get him there.  When he did show up he connected it and left (all of five minutes).  He never checked to see if it actually worked...it didn't. It took until DECEMBER for him to come back and tell us that the router was defective.  He told us to buy a new one and he would install it because he didn't check the first one.  We bought the new one and made calls to set up an appointment AND that's when I became shockingly frustrated.  I spent no less than four hours on the phone.  One lady would say, "Yes, I see the problem!! You are absolutely right!! Let me call the tech and I'll get back to you."  She NEVER called back.  (I have all the names and times) Then after many more conversations like this the last one literally went like this: A woman gets on the phone, finds all my information, is ever so sweet, kind, and considerate.  Tells me that she should be able to fix it...puts me on hold and sends me to a guy that informs me that my case number no longer exists."  ALL IN THE SAME PHONE CALL!!!  He says that there is nothing documented except the repair in December and too bad soo sad.  WE paid $189 dollars for 10 mins of service....

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I find this very hard to believe. This story makes very little sense. While you may get lackluster service, I fail to believe the tech would leave without seeing if the item worked, seemingly he/she would connect to the internet to confirm it is set up properly. Also, how do you know how many Geek Squad techs are in your area, the techs in the store don't make house calls, it;s the Double Agents that do that.

Seeing as how your so mad, YOU would never allow at the very least more than a month go buy without calling GS and explaining your issue.

Nice pretend complaint, what are you hoping Best Buy offers you a million dollars or something?

[KeithP]

I have to agree, this would never happen to any company, much less one that resolves issues as great as Best Buy.

/sarcasm. 

No idea wether the guy is having problems and will admit that, but your reponse pretty stupid. 

[GeraldRose]

Service may not be perfect, but I fail to believe the GS person would leave the house without checking if it worked firstly, also, I fail to believe a customer wouldn't inspect the work prior to the GS person leaving.

The fact that BBY charges a large sum of money for a service is not relevent. Capitolism is great!

I would bet this is not a legit complaint, or the "customer" is leaving out massive details.

[gmbjr]

I dont find any of it odd, though I am not saying this about Best Buy but I have gone through  a half dozen techs on the same problem with my cable in the past before a competent one shows up with a new box and replaces it like I asked 2 months previous and solves the issue. 

I once spent 5 years being able to listen in on occassion to other people's calls, and I assume they could sometimes hear mine.  The phone company always blamed it on my in house wiring.  Joke was on them, I am a union electrician and had rewired the entire house in cat 5 and tested it.  Finally they sent a 20 year old out ( i figured here we go again), who found a problem in the lines on the poles where squirrels had chewed and allowed water to cross circuit the calls.  You never know who the smart one will be.

This person's timing may just be a rant after finding the forum, not an attempt to get help after 2 months.   Cut them a break.

[Elizabeth-BBY Community Supervisor]

Hi beatdown,

I've asked Aaron, one of our Geek Squad Community Connectors, to review and respond to your concern.  You should hear something within the next few business days.

Thanks for posting,

[beatdown]

If BB needs details I would be happy to provide them.  We knew within one day that the router wasn't working but it took until December for the tech to return to check the problem. He canceled THREE seperate appointments because HE couldn't make it to the house at the scheduled time. These appointments were scheduled two weeks apart.  I was giving BB the benefit of the doubt that there were few techs...why else would the same tech call to cancel OVER and OVER? He said he could only schedule our area on Mondays. Again, I can provide names and dates of different "agents" I spoke to on the telephone.  

[Aaron-BBY Community Connector]

Hey beatdown,

Dealing with networking issues is never fun, and I can certainly imagine your frustration if you were still encountering problems after multiple service appointments. It also disappoints me to hear that you were unable to find a resolution to this issue despite numerous calls to our in-home service department. I’m not quite sure why one representative was able to locate records of your installation service while the next one could not, but I know that I would be just as upset in such a situation.

I’d like to take this opportunity to gather some additional information from you, so please keep an eye on your private messages (the letter icon at the top right-hand corner of the page) for further communication.

Agent Aaron
Geek Squad® Community Connector
Go Ahead. Use Us.