Best Buy & Geek Squad Policies

[MilleniaFL]

Good evening,

I first brought my laptop into the Millennia, FL store in Orlando back in NOV 11 for repairs with my black tie warranty. The experience seemed  stressful right from the start as they did not properly repair my computer. I then returned to the same store atleast 10+ times up until now (MARCH 2012)(with the same problems and others)

 After my 6th visit to the store and 2 different geek squad employees witnessing my computer sitting on a black screen I decided it was time to talk to a manager. I spoke to 3 different managers, a cusomter service manager, and 2 geek squad managers. It continued to go to the service center and they would just keep saying " it passes all tests" although...when I would go to the store to retrieve the PC. it would not boot!! or it would show hardware errors.

For the last month I've tried getting in touch with the general manager for the store, but this has proven fruitless and a complete waste of my time. Ive emailed the store manager and requested the store manager through consumer relations, and the other managers. They tell me she's either on vacation or not available everytime..Almost like they don't want me talking to her. Today, I went to the store once again only to be talked down to by a manager. All he could seem to talk about was the fact that it was "all my fault" and that I shouldn't pursue trying to speak with a manager, and that I have to wait around for best buy to tell me what to do. Well Ive waited long enough and IM quite upset.  To top all this off my computer was returned with 19 viruses. Viruses in which did not show up on all the other visits. Where did these come from? / So, now Im sitting here with a laptop OUT of warranty and it wont boot into windows, or do anything..Its' completely unusable. FYI, it went in before warranty expiration.  

I feel this whole experience has been unfair, unprofessional, and pressured upon me to accept a faulty machine. 

This makes me feel uncomfortable to shop at this best buy, which is a shame. I used to enjoy going to this store. 

P.S. I got the laptop back filled with stickers/half torn stickers, scratched and filthy!. Ive always kept my electronics clean and in good shape. 

Thanks for hearing me.

-J

[Ryan-BBY Senior Social Media Specialist]

Hello MilleniaFL -

Doug from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[Douglas-BBY Community Connector]

Hello MilleniaFL,

Thank you for taking the time to share your thoughts about getting your computer repaired. I took a quick look through your computer history and it looks like you have had quite a few problems with this computer along the way.

In the past, we’ve been able to identify specific hardware problems and replaced the necessary parts, such as the motherboard, but in this case it looks like our service center couldn’t find anything wrong with your computer’s hardware.  I can’t speak to where the viruses may have come from, but we’d be happy to help you clear them with our in store Virus and Spyware Removal service.  Cleaning your system of infections is usually the first step to getting it back up and running correctly.

I’m sorry that you’ve had trouble getting in touch with our General Manager at your local store.  I have personally followed up with our management in Orlando to discuss this further and reiterate your concerns with the General Manager. We definitely want to make sure we do everything we can to send you away happy with your repair.  Please don’t hesitate to let me know if you have any other questions or concerns here or by private message.

Regards,

[MilleniaFL]

Hi Douglas,

Thank you for getting back to me on my issue.

At this point I refuse to deal with them at the store. When I went in on monday it took almost 2 hours of a manager trying to tell me my computer was perfectly normal. So I told him..ok bring it out and lets boot it up. Well, when he brought it out we powered it up only for it not to boot into windows...Thats when they tried blaming me for viruses. Im done with it. I dont trust them with my pc anymore. I was told in the past it would be sent out for a junk out which didnt happed. The only thing at this point that would take care of the issue would be a refund or junk out like I shouldve gotten before they made the warranty run out with all the shenanigans.   If the junk out can't happen just let me know and I will go else where to buy a computer.

Thanks for your help,

-J