Best Buy & Geek Squad Policies

[ladybug1]

I took my HP IQ526 in for repair 1/6/2011. I had purchased an extended warranty. I found out the PC was back on 1/17/11 only after calling the store. No call from Best Buy or Geek Squad to let me know. I went to get the PC at Best Buy in Trussville. When they brought the computer out the top of the bezel was full of small scratches al...l the way across the top of the monitor (all in one PC). I brought this to attention of the geek squad rep. All it did was give me a paper to sign stating I had received the PC. No way was I going to take it. It was sent off again for replacement bezel 1/17/11. Not back yet, no help from Trussville store and they cannot get an update. They say they can only communicate with service center via e-mail. No PC for month and no idea of when I will have one. Not happy.

Received a call from the Best Buy store manager, Brandon. He is no more concerned than the Geek Squad at his store. He will e-mail Service to escalate (third time) but still cannot tell me when I can expect my PC. They are waiting on a bezel from the manufacturer and having some difficulty getting it so he has no idea when I can expect my PC back. AWESOME! Wonderful customer service. Someone at the store could at the very least pretend you care instead of telling me it's out of their control and wait to see what happens.

[deusexmachina Valued Contributor]

It is out of their control. They can file an escalation to check for the status, as they have, but if they are waiting for a part...they are waiting for a part. The computer can be in "awaiting part" status for 30 days before it gets replaced. The Geek Squad probably had Brandon call you, as he probably would never have even known about this computer unless told about it by an agent.

[ladybug1]

I called two days before and asked for a call from the store manager. My issue is that I did not damage the bezel, it was Best Buy/Geek Squad and because of this I am without my PC for over a month now and I have no idea when I will get it back. It did not have a couple of scratches it had several hundred small scratches at the top of the bezel like it had been placed on the bezel on a rough surface when repaired and they expected me to take it back as is. This is an all in one PC that was expensive and looked like new. When I purchased the PC this is not what I was told to expect from BLACK TIE Protection.

[bobbyjimmy]

Baloney! If Best Buy really cared they would allow the store manager to actually CALL the repair service and verify the customer's complaint. Then the repair serviec folks could look up that piece of equipment and inform the manager that the part would have to be ordered. The customer could then sign an agreement to continue using the equipment until the new part arrived. The manager would then contact the customer to coordinate the return and repair. It really isn't that difficult. I understand that Best Buy is a large company, but if you want to be the first choice that a customer makes when purchasing a product, then you have to give great customer service with no excuses!

[Dorothy-BBY Community Supervisor]

Good afternoon ladybug1 -

Aaron, from our Community Connector team, will be reaching out to you regarding your concern.  Thank you for sharing your experience.

[Aaron-BBY Community Connector · Accepted solution]

Hi ladybug1,

I’m not sure why repairs wouldn’t have been completed on your computer’s first trip to the service center, but I can imagine why you’d be frustrated!  Having to part with your computer for any length of time is always difficult, and discovering that follow-up work may be necessary certainly doesn’t make the situation any easier.

I saw that you reached out to us via e-mail over the weekend as well, so I replied to your message earlier this afternoon.  Please make sure to check your e-mail for additional communication.  

[ladybug1]

Thanks for helping with my problem and for solving it quickly. Awesome job! Thanks!