Best Buy & Geek Squad Policies

[chatterbox92]

I've turned my HP laptop into Geek Squad several times since buying it 2 years ago. The latest issue was water damage causing the speakers and keyboard to break. I turned it into Geek Squad and just got it back today after 20 days of repair. They said that they had replaced the keyboard and the speakers and fixed my fan as well because I was also having trouble with the unit overheating. I took it home and turned it on, only to find that my "new" speakers are crackling and popping just as badly as the day that I turned it in! In addition my laptop is now running slower than it did to begin with. I really don't want to bring it back in because I know it will have to be shipped out yet again for another two weeks to be fixed, and what's worse is my warranty expired during the time it was being fixed. At this point I just want a replacement, not another bad repair.

[Dorothy-BBY Community Supervisor]

Good afternoon chatterbox92 -

Aaron, from our Community Connector team, will be reaching out to you regarding your concern.  You can expect to hear from him in no more than 3 - 5 business days.  Thank you!

[Aaron-BBY Community Connector]

Hello chatterbox92,

I’m not sure why repairs wouldn’t have been completed on your laptop’s first trip to the service center, but I can imagine how frustrated you must feel.  Being without a computer is always difficult – especially if you normally rely on one for business, school or to stay in touch with family and friends – so your disappointment is certainly understandable.

I regret to inform you, however, that your laptop would need to be sent back out for follow-up work under our 30-day service guarantee if you are still experiencing difficulties with the unit.  Additionally, please keep in mind that your laptop would not qualify for a replacement unless it is approved for an exchange by the manufacturer or it meets the requirements of any applicable service plan coverage.

If you have not already done so, I would encourage you to bring your laptop back to the repair counter at your local store.  Once there, simply send me a private message with the new service order number provided by the store and I’d be glad to see what can be done to assist you.  You can send me a private message by signing into the forums and then clicking on either my signature below or the letter icon in the upper right-hand corner of the page.

[chatterbox92]

Turned it back in today, replacement will be on its way in the next week. 

[hockeycanuckjc Trusted Contributor]

GREAT! Let us know how it works out for you