Best Buy & Geek Squad Policies

[Kristian]

Over the past two months my computer has been sent in for repair almost four times by Geek Squad. This all started in early November when I realized my screen was not coming on and I submitted my computer for repair. It took Geek Squad a month to fix it during this time they sent it back to my store unrepaired and then my store had to send it back. This led to me not recieving the computer until almost mid December, when it had arrived to the store me and the Geek Squad agent looked at the computer and was surprized to find that not only was there a bright pink line down my screen but also my wifi card was damage. However, because I need my computer for exams I took it back to school and then returned it to Geek Squad once arrived home for Christmas Break. Now after me and my store have called every day to try to figure out if my store's lemon request will be approved, or will they restore my computer. I find my self extremely enraged at Best Buy and Geek Squad because no one knows whats going on! I return back to school in a week and need my computer and I am extremely exhausted with this game that Best Buy is playing with the repair of my computer and I am thinking about taking legal action. The Geek Squad is responsible for breaking my computer and I think they should take the responsiblity for fixing it correctly or agreeing with the store's request to lemon out the product. I am extremely angry and fustrated and this has pretty much been messing with my school work so much that I may have to scarfice paying for books in order to buy a new computer from somewhere else. Throughout this entire experience I have had rude customer service agents at both best buy and geek squad over the phone, no clue of where my computer is located, and extremely slow service. This experience has ruined my trust and liking for best buy as a company. 

[u_hsen]

did you buy the protection service plan? if you did up to the 4th repair, with the "no lemon policy" best buy can give you a free computer.

[Kristian]

I do have a service plan and it has been submitted by geek sqaud under "no lemon" however "no lemon" does not automatically work the way you think it still has to be approved by geek squad and this is where the problem is. Geek Squad has not contacted anyone about whether it has been approved.

[u_hsen]

4th repair means: "4th qualified repair" which means repairs that you don't have to pay anything for it that's covered.

[Kristian]

Ok. I have gone through this process before and I know what fourth repair means. However this situtation is different for several reason: Geek Squad caused the damage and the request has been submitted but the geek squad response rate has been unreasonible considering the situtation. And inadditon for a "no lemon" request to be granted the store cannot decide it has to be sent out to geek squad for approval.

[Kristian]

This is the fifth/sixth time it has been sent out by best buy to geek squad.

[u_hsen]

be paitent who knows you may be getting a free laptop soon.

in our store, i've seen a lot of people gotten approval for a free laptop and they walk away with one without paying anything.

unforunately they do take a while because of shipping. UPS shipping is slow as every knows it.

[Kristian]

The problem that I and the store are both having is that it is taking way too long on the geek squad end of this situtation. They are not communicating with neither me nor the store. The store is just as fustrating as I.

[u_hsen]

geek squad's policy is usually they won't contact you unless your product is in the store and ready for pick up. they don't have the time and phone lines and employee to follow up on every product they send out. sometimes when the product is in the 3rd party service center, geek squad doesn't know what they're doing with it because the 3rd party service center do not communicate with geek squad (because same story, even they don't have enough employees, and time to communicate with geek squad of every step they do)

that's pretty much the same situation for everything.

[Kristian]

From what it was told to me and the way that it has been explain because of the situtation the service center is suppose to contact my best buy store asap because of my spefic situtation which involved the damage of my property by a third party.