Best Buy & Geek Squad Policies

[Strangedogs]

My laptop is in the Jacksonville Store (Regency) GEEK SQUAD Repair. It was BRAND NEW in December - we also bought an extended Warranty. I have had NOTHING BUT PROBLEMS with this issue. It started Shutting Itself Off so we brought it to them - THEY SENT IT OFF and the Hard Drive was replaced - NEVER IN 20+ YEARS OF WORKING ON COMPUTERS have I ever seen a hard drive cause a computer to SHUT ITSELF OFF. I explained it was OVERHEATING and shutting off. Sent it back with a BLANK HD - no OS - NOTHING! Started shutting off the same night we got it back! It's back there now - they called today to complain it's got a BARE OPERATING SYSTEM ON IT (VISTA) MISSING A LOT OF DRIVERS - yeah - I know - it can't connect and download anything AS IT WON'T STAY RUNNING LONG ENOUGH to download them? It's a HARDWARE ISSUE not software. My ACER came loaded with stuff including Vista and all the drivers - it also had a hidden partition I could restore from in case of a problem BACK TO FACTORY CONDITION by simply pressing F10 on initial Boot - NOT ANYMORE cause these fools replaced my hard drive THAT WAS NOT THE PROBLEM IN THE FIRST PLACE. I do have Restore DVD's I made BUT IT WON'T STAY RUNNING LONG ENOUGH TO RESTORE. THIS IS REDICULOUS. I'm ready to contact an Attorney AND PAY HIM to SUE BESTBUY AND EVERYONE CONCERNED. I have a computer that doesn't work - all my stuff has been wiped out and they still call me to complain about it - FIX IT RIGHT and I'll pick it up and I WILL NEVER ENTER A BESTBUY STORE EVER AGAIN! or maybe I'LL HIRE AN ATTORNEY AS THIS IS BECOMING A NIGHTMARE. I have had to go to the Store on the 15th, the 16th, the 17th and the 19th and they are still calling to complain about a BARE OS THAT'S MISSING DRIVERS - I had a working computer till they got a hold of it - now it's a BOX! Can you help? Renee H./Patrick V.{removed per forum guidelines}

[Sassums]

They are service plans, not extended warranties, an extended warranty would simply send your computer off to the manufacture.

If the computer's hard drive locks up, sure it might cause the computer to shut down, just because you haven't seen it, doesn't mean it's never happened.

The hidden partition for a restore is not the best idea, in fact, recovery disks are significantly better - you should have used those if you insist on restoring it.  Using a restore partition will only restore the operating files, which could be infected with a virus if you had one on the normal partition.  So recovery disks are bad, not to mention these disks would have all the drivers and software required already on them.  This service should have been offered when you purchased the computer.

If the hardware is failing, they might have thought it was the hard drive, which is why they replaced it.  If that wasn't it, maybe the next best thing is the motherboard, being a computer, there are so many things that could cause issues.

A few personal suggestions:

Use spaces and paragraphs, it makes everything easier to read.  Otherwise it makes it hard to read, which is ridiculous. 

SUE SUE SUE - The American Way.  Typical.  I can assure you throwing out threats will not speed anything up, it's better to just stay calm and work with Management or Best Buy Corporate, it allows everything to get done smoother and it makes people more willing to work with you on things.

[Dorothy-BBY Community Supervisor]

Hello Strangedogs -

Jacob, one of our Community Specialists, will be reaching out to you regarding your computer concern.  I appreciate your patience until he is able to make contact with you!

[Strangedogs]

Sassums I'm  glad we have the GRAMMER POLICE dropping in to voice their 2 cents...  you sound like a sharp Dude - see ya' on the flip flop old buddy.  And your opinions are just that.

[Strangedogs]

Thank you Dorothy... I have not tried to list all the problems I have been dealing with but we have been to the store 4 times in 4 days NOT BECAUSE WE WANTED TO.  I could tell you stories that would make a gremlin laugh concerning this whole ordeal.  It borders on ABSURD.  My wife and I are so frustrated now we're not even speaking about this.

[Kirara]

First of all, the caps lock is incredibly obnoxious. I understand you're frustrated, but please don't take it out on the reader. And Grammar.

As S previously mentioned, the warranties that best buy offers are not extended warranties. They are Service Plans, or Protection plans, as they are calling them now. Too many people just assume that these extend their manufacturer warranty when they are much more than that.

Please also keep in mind that it is not every BBY store associated with this. Also, threatening to sue has really lost its weight since everyone seems to want to do that nowadays. You are going to get better service if you keep in mind that the people helping you are just that... people. If someone yelled at you about suing you, etc. etc. etc., you would be much less inclined to go out of your way for that person.

[Jacob-BBY Community Web Planner]

Good morning, Strangedogs.

Thanks for sharing your feedback with us!  I know this is an unfortunate situation that would leave me frustrated as well.  I want to apologize for our service center repairing only the hard drive the first time.  Clearly, there is more that needed to be done.

Your computer is on its way back to the store and repairs are completed.  The technician at the service center replaced the motherboard, processor and heat sync.  I'm hoping this resolves the issues you were having.

The UPS tracking shows a scheduled delivery of the 28th.  Feel free to let me know if you have any further questions.

Regards,