Best Buy & Geek Squad Policies

[ecua131]

It has been over 42 days since I've initially contacted Best Buy / Geek Squad about my Macbook and they have yet to find a  resolution / fix my problem. I believe I've been beyond patient with this matter and they have had more than ample time to address the situation.

The issue I'm having is that I cannot connect my wireless to 802.11 b/g networks, although it connects to 802.11 n networks fine. At the Best Buy store location, I have no problem connecting to the wireless network there, but outside of the store -- even at the starbucks on the corner of the same complex, I cannot get a wireless signal. Same problem happens at my home or other places that has a hotspot / wireless access...this also rules out it being a home network problem and narrows the problem down to the airport card on the machine.

I've had the Apple Genius Bar verify this problem at their store (couldn't get a wifi connection there btw) within 5 minutes. But despite Apple verifying the problem the geek squad  still refuses to replace the part because 'it works on their end.' 

I'm currently waiting on my 5th service order to be completed. I wanted to see how many people had similar experiences with the geek squad / best buy with servicing their Mac / Apple Products.

[SlimJim77]

Welcome to the forum, ecua131.

Now the obvious question becomes "Does your local Best Buy use wireless N"? You neglected to mention that. I'll got out on a limb and assume they do not.

You've also neglected to mention when the Macbook was purchased. I'll, again, assume this unit is outside of the manufacture warranty.

How should the store "address" the situation? They have not been able to replicate the malfunction. I suggest you get more creative in the demonstration of the defect.

With that said, stay tuned for an official response from the moderators of this forum.

[cr_client]

I have no experience using GeekSquad to repair a Mac, but I DO have experience with Macbooks and wifi.  And, in my experience, if you don't have SSID broadcasting turned on, Macbooks really don't like to connect.

Why didn't you have the Genius Bar fix your computer while you were there?  Why did you take it to Best Buy to fix after that?

Apple has their own extended warranty (Applecare) available for purchase, and I can't really say that I would ever pick Best Buy's warranty over Apple's, nor can I say that I'd pick Best Buy as my first choice to fix my computer under Applecare, either.  Unfortunately, those essential details are missing from the story.

[ecua131]

I went to three different Best Buy stores within my area, two of which confirmed that the store uses N band signal...the other didn't know what the store was running. 

The Macbook was purchased roughly two years ago and I had purchased the Protection Service Plan (PSP) instead of the AppleCare... on paper it seemed a better option. 

I've been in contact with the store and once my product comes back from the repairs they will come with me to verify that it works at a local coffee shop in the same complex. 

I would have had the genius bar fix it while I was there, but out of principle, this should be covered under the PSP. A hard lesson to learn, especially being that I'm a big Best Buy fan, but don't opt for their extended warranty the next time. 

[ecua131]

Also forgot to mention that the store they uses replicators to have a stronger signal.

It's great that my laptop works at the store but I bought it so it can work at home. 

[yasuke]

If it works at the store/service center and not at your house, then something is wrong at your house.  It could be anything from cordless phones, other networks or your microwave causing the issue.  The networks at Best Buy are 802.11G networks not N networks.  It wouldn't make sense to have N networks at a Geek Squad counter when 90% of computers can't connect to them.

[Nokia]

All N routers are backwards-compatible with G.

[yasuke]

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Nokia wrote:

All N routers are backwards-compatible with G.

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True in a sense but not what you're thinking most likely.  If you're running N on the 2.4Ghz frequency and a G device connects, then all connected devices will be running at G speeds.  Dual band routers could run N at 5 Ghz and G on the 2.4 Ghz frequency but those routers tend to suck.

The stores are likely using G only routers or single band routers on the 2.4Ghz frequency which are likely just G anyways.

[Nokia]

But I doubt they're worried about speed. They're more worried about range. A store would set up an N router because they have 50+ wireless devices within the store to run. They also want to cover the entire store.

[ecua131]

At home I have 3 products (game system, pc laptop, and phone) that connect to my network via wifi with no problems. And outside of my house, ie, starbucks, hotspots at hotels, I can't connect....I'm running a 2wire b/g router.