Best Buy & Geek Squad Policies

[Aaron-BBY Community Connector]

Hey mbdruid,

I’m not quite sure why you would have been referred back to HP for repairs if your computer is still covered under the original factory warranty, but I sincerely apologize if this was the case. Best Buy® is an authorized HP service provider, so you should have been presented the option to send your computer out for diagnostics and repairs if you were encountering any difficulties.

Now, while I understand that you may have contacted AMD for support, please bear in mind that we are unable to accept the results of third-party over-the-phone diagnostics. An authorized technician must have the opportunity to examine hardware before repairs can be provided, whether it is through the manufacturer itself or one of our off-site repair facilities.

Repairs may be sought through your local store or any other authorized service enter (including HP itself), but if no hardware fault is found or technicians are unable to replicate the problem then we would be unable to provide support for the unit under the manufacturer’s warranty and service fees may apply. It’s regrettable if this does not meet your expectations, but remember that your factory warranty coverage provides repairs first and foremost - your computer would only be exchanged at HP’s discretion.

Should you choose to return to your local store and present your computer for service, please do not hesitate to let me know. I would be glad to monitor any necessary repairs on your behalf. You may send me a private message by clicking on the letter icon in the upper right-hand corner of the page and composing a new message to my user name “Aaron-GS.”

[Lodenk]

Oh and for the record, this is why we offer Geek Squad Black Tie Protection. We realize how stressful dealing with Manfacturers to get repairs can be and try to take some of that hassle off the customer. In addition to this, you need to realize that if we cannot replicate the problem there is not much we can do.

As far as the manager issue goes, I come into close contact with that every day. I have people that call the store and ask for a manager just to see if a CD is in stock. Best Buy's employee's are in a position to make business decisions. Unlike other retail locations Best Buy's employee's are highly trained and understand the Business in a way I have never seen. I have been in retail almost a decade and with Best Buy for most of it and I can tell you, I walk into other store and their employee's could not tell you the difference between profit and loss much less how to calculate NOPAT.

I am sorry you are having a hard time with this.