Best Buy & Geek Squad Policies

[amywood71605]

Hi Sportsmom

Argh, ANOTHER bad geek squad story.  I started my own thread in another forum, but am going to put it here as well I think.  I dropped my laptop off saturday...called them today as I had heard NOTHING.  They said its a bad memory stick, but that they dont have one, so either Dell will send one to them or they may have to send it out...seriously????  I could have sent it to Dell myself, because the laptop came with a hardware warranty from Dell.  Wth did I pay extra for???  To me, it seems that I spent over 100 dollars for some guy to run a diagnostic test, and now, whether dell sends the part or they want to send it to dell, the dell warranty is covering the rest.  I could have done this!!  They better call me after they talk to dell, and NOT just send it out.  If they say they have to send it, I'm done.  I'll go pick up my computer, order a memory stick from Dell myself (already found the webpage on their site!), and then hire a computer tech around here to put it in.  Yeah I know the part would be free/repair/labor free with my warranty, but this is ridiculous!  I seriously feel like I paid that much $$ just for them to have Dell deal with it.  And, how long does it take to talk to dell, seriously?  If I can find their website, well the page, that sells memory sticks/RAM, and could order one right now if I wanted, how freaking hard can it be for geek squad to get the part THERE and not send it to dell???  

I for one will never ever again buy any "extra" warranty or coverage, its a total rip off.  And, if things keep going like this, I may not ever buy anything at best buy again...period. 

[UnhappyCust2011]

Today I received a call from a Geek Squad supervisor who apologized about what happened and offered to take a look at my computer himself to see if it could be repaired at no extra cost. He also said that he would refund my $69.99 for the diagnostic I never requested, so I will return to Best Buy and see what happens. Thanks again to Allan for looking into this!

[Allan-BBY Community Connector]

Hi UnhappyCust2011,

Thanks for updating us on the current status of your concern! I was glad to hear they will be refunding you this diagnostic fee, and hopefully they will be able to get your desktop back up and running.

Thanks,

[UnhappyCust2011]

Unfortunately they were not able to fix my computer, but I did get a refund for the $69.99.

[QuantumThunder]

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UnhappyCust2011 wrote:
QuantumThunder, you must be kidding. Geek Squad are supposed to be the experts- not me. If they never mentioned anything about needing to test NEW hardware from their store for defects that THEY helped me pick out, and also never indicated that the installation might be problematic or cause my PC to stop functioning altogether, why would I think there would be any problem?? They absolutely should NOT have performed the installation if they thought my PC couldn't handle it or at least inform me of the risks instead of acting like they could do it with no problem.

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Where in my original post did I say test NEW hardware? Now you are putting words in my mouth which I would request you do not do, my exact words were you did not pay them to diagnose ANY of the equiptment prior so while they were operating on the assumption you provided them with a fully functional computer. If all the equiptment was in good working order the services they performed would not have caused irreperable damage.

[UnhappyCust2011]

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Where in my original post did I say test NEW hardware? Now you are putting words in my mouth which I would request you do not do, my exact words were you did not pay them to diagnose ANY of the equiptment prior so while they were operating on the assumption you provided them with a fully functional computer. If all the equiptment was in good working order the services they performed would not have caused irreperable damage.

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No, I still believe that the damage was caused by either incorrectly installing the hardware or installing hardware that shouldn't have been installed in the first place. If a customer brings in a functional computer, why would the customer think to pay Geek Squad extra to make sure the computer is error-free before installing new hardware? You would think any prep needed would already be included in the $49.99 per hardware installation price. Geek Squad never suggested to me that there were any potential risks with having new hardware installed aside from potential loss of data, so it's not reasonable to suggest that I should've requested that they do additional tests on my computer before installing the hardware.