Best Buy & Geek Squad Policies

[ESmythe]

My hard drive was wiped out. So, I sent my laptop to Best Buy Geek Squad to be fixed. They said it would take 3 weeks. Its been well over a month now and no laptop. They said they sent it out for servicing 3 times and it was really 4 times when the manager finally spoke to me. I am so fed up. I truly am. Even the manager is playing games. He told me that the deadline was Tuesday. I would get it back either fixed or brand new. Now, they have the nerve to tell me that they are sending it back out for servicing and I would have to call back Thursday? They do not honor their customers or their warranties. What is the point? I never had service like this before. Its the worst. It was just a wiped out hard drive that they said they replaced. Its just phony. They need to honor the warranty. If its that bad and you obviously cannot fix it, then give me a brand new computer. They are toying with my patience.

[GeraldRose]

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ESmythe wrote:
My hard drive was wiped out. So, I sent my laptop to Best Buy Geek Squad to be fixed. They said it would take 3 weeks. Its been well over a month now and no laptop. They said they sent it out for servicing 3 times and it was really 4 times when the manager finally spoke to me. I am so fed up. I truly am. Even the manager is playing games. He told me that the deadline was Tuesday. I would get it back either fixed or brand new. Now, they have the nerve to tell me that they are sending it back out for servicing and I would have to call back Thursday? They do not honor their customers or their warranties. What is the point? I never had service like this before. Its the worst. It was just a wiped out hard drive that they said they replaced. Its just phony. They need to honor the warranty. If its that bad and you obviously cannot fix it, then give me a brand new computer. They are toying with my patience.

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Wow that is certainly frustrating, you said you spoke to a Manager. Was this the Genral manager? If not, then trying speaking to that person. Otherwise I would wait for a Mod here to try and help you out, it may take some time but they are very good here with getting answers and results. Good luck.

[Elizabeth-BBY Community Supervisor]

Dear ESmythe,

Thanks for posting your concern on our Best Buy® Forum. Your issue has been assigned to one of our Community Connectors for further review and response, and you should be hearing something within the next few business days. Thanks for your continued patience as we work to assist all of the customers who have reached out to us on this forum.

[Dorothy-BBY Community Supervisor]

Good afternoon ESmythe -

Being without your computer is never a fun thing, and to continue to receive false return dates would test my patience also.  I certainly can understand your frustration with this situation, and I do offer my sincere apologies.  

I can see since your initial correspondence that Melissa from Consumer Relations was able to provide you with an update on the status of your computer.  If you require any further assistance, please feel free to contact me by clicking on my name and choosing "compose new message". 

Thank you for sharing your experience. 

Regards,

Dorothy

Community Connector

Best Buy® Corporate

[ESmythe]

Hello Dorothy,

I am still having the same problem. I received a phone call last night saying that the computer would either be ready in a few hours or by lunch time the next day. When I called today, the technician said he don't know why anyone tried to guarantee the computer would be ready by then. He told me that they will contact me once more when the computer will be done. Its a headache and is making me want to remove it from them to give it to another repairman to fix. On top of that, it was sent back in the same condition. They never did anything and I was told it was fixed when I received the call back from the 1-888 number. The restore disc and the computer are not registering the information. I am tired of hearing this now and I do want a new computer. They are acting like I cannot get one, though. Like its not an option and leaving me to go on another week waiting for them to fix it. I wish I could receive further help, but when I spoke to someone before they made it seem like it was out of my hands until they fix it which could be the next decade at this point. I keep getting the run around and being lied to. Its just poor service by them.

[drnancy]

Sorry to hear about your trouble.  They don't honor anything they say.  The service

plans are worthless and the employees (not all but most) have a very bad

attitude as soon as they see there is a problem.  They walk away, won't look at you, and

in my case called the police.  I hope they help you.

[drnancy]

Wow, I just read the reply where someone asked if you spoke to a manager.  Are they

kidding?  Every person there told me they were the manager, but no one could help

me get what a wanted, a new phone like I was promised when I bought their insurance.

[ESmythe]

You know what? I agree with you. This time I got what they said was a prank call from someone that guaranteed my computer would be fixed. When I called up there by lunchtime to see if my computer was ready I was told that it was sent back from the repair place still in the same shape. That means that they waste my time telling me it is fixed. They tell me basically that they are not doing anything but letting it catch dust. If they cannot honor their warranty service, I wonder if there is something I can do above them such as public relations. The whole situation makes it seem like there is a gimmick there by making you by an extended warranty and then not honoring it at all. It should be something legal that I can get them on because this is not going to go on 2 months for me. I am fed up and think that is just what I am going to do. Thank you.

[Surge]

I am not having the exact problem its a little different but its basically the same. ok i sent my laptop in because the screen would shut of if u moved it. well they returned it the next week saying nothing was wrong with it so i go home and turn it on and guess what it still turns off. so i take it again and still it has the same problem. they send it in and send it back and guess what they said everything is fine so i take home thinking it works guess what IT STILL TURNS OFF!!!!!!!!!!!