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New Member
Posts: 2
Registered: ‎09-03-2017

Disappointed in your services

Hello.
 
I bought a Lenovo laptop from the Best Buy in Lawrence, Kansas around a year ago. I bought this laptop so that I would be able to attend the University of Kansas, for having a laptop is necessary. When I bought this computer, I was offered a product warranty for around $300. I was told that if anything went wrong, my computer would be fixed or replaced for free. That was obviously a complete waste of my money. On May 27th, 2017 I brought my laptop into Best Buy because the screen was glitching every time I turned the computer on. They sent it out to be fixed and the computer was "fixed" and ready on June 9th,2017. About a week after picking the computer up, the same glitching was occurring. It was annoying, but I ignored it and figured it was normal. I also noticed some damage to the outside of the computer (minor scratches/dings) that were not there before. Since then, every time I use the internet, the screen goes black except for the address bar at the top. I minimize the screen multiple times until the page appears again, and continue my usage. On August 30th, however, the computer screen went completely black while I was completing my homework. The computer had a full charge and everything else seemed to be working properly besides the screen. I tried turning it off and on multiple times, and nothing. Frustrated, I took the laptop into Best Buy again on the 31st of August and was told the only thing they could do was send it away to be "fixed". That is not an option for me at this moment, for I have class that I need this computer for. When I asked about a replacement, I was told that the computer had to be sent in three times for the same problem, and then I would get a prorate on another computer. ARE YOU KIDDING ME? PRORATE? No. I was told that if I needed a replacement, it would be free. This is ridiculous and I am very upset about the lies that I was told. This is not acceptable service and I will not let this go unnoticed. 
Posts: 1,030
Topics: 35
Kudos: 136
Solutions: 32
Registered: ‎11-04-2014

Re: Disappointed in your services

Hello Erinventura and Welcome to the Best Buy forums

 

Having a device sent out for repair and coming back with the same issue can be quite annoying and frustrating. If a device comes back from service and is need to be serviced once again we should do everything in our power to assist our customers with speeding up the repair process. As a person who uses his computer daily I would hate having to be without my desktop for any time frame and I apologize for the repair qality you have received.

 

I would recommend speaking to the Geek Squad Manager and see if anything can be done such as upgrading your shipping or sending out an escalation to ensure a repair is done in a timly manor. With any Geeksquad protection plan we do have in our terms and conditions that our clients will not be with a lemon of a device. In the case of your device being unable to be repaired or if you are issued a new device because of our No lemon policy (three repairs that are the same) your would get the same value not exceeding the orginal purchase price. This will not prorate your protection plan or the value of your laptop but keep in mind this will fulfill your protection plan with BestBuy.

 

For more information on the subject please refer to this.

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Posts: 3,352
Topics: 57
Kudos: 267
Solutions: 153
Registered: ‎11-30-2015

Re: Disappointed in your services

Hello erinventura,

 

Welcome to the Best Buy Support Online Forum Community! Thank you for taking the time out of your day to share with us. College can be stressful, and adding a laptop repair in mix can be frustrating. I’m sorry to hear that root issue may not have fixed the first time, and it wasn’t detected during functionality testing at Geek Squad City. I understand sending out your computer for additional repair isn’t ideal this point, however, it’s the only option available. I apologize for any inconvenience this may cause you.

 

Geek Squad is only able to assist you per the terms you agreed to at the time of purchasing your Geek Squad Protection Plan. As proprex911 explained unless this is the third qualified repair a replacement item will not be offered at this time. It’s discouraging to learn that how Geek Squad services items may not have been clearly articulated to you at the time of purchase.

 

You’re more than welcome to review the terms you agreed to here. Please note it does explain the options if your plan can be fulfilled. Options may include replacement laptop of comparable value, or a gift card for the current value of your unit to not exceed the original price you paid.

 

Please let me know if you have questions regarding your Geek Squad Protection Plan terms. I’d be happy to help you answer them.

 

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎09-03-2017

Re: Disappointed in your services

Thank you poprex and Mariah for completely disregarding my problem. My computer was poorly taken care of while in your care. It had a couple minor dings when I sent it in, but came back with more. I do not think this is acceptable. The problem was not fixed, and I need my computer NOW. It is not my fault that GeekSquad messed up and did not fix the problem. why should I be punished for giving you $300? Is there a cooporate email that I could contact? If so, could you please supply me with that contact information? Thanks.

Posts: 3,352
Topics: 57
Kudos: 267
Solutions: 153
Registered: ‎11-30-2015

Re: Disappointed in your services

Hello erinventura,

 

Thank you for reaching out to me with your additional concerns. I’m sorry that your computer may not have been returned to you in the same condition you provided it to Geek Squad. I understand that can surely be frustrating.

 

Moving forward working with Geek Squad on your repair would be the only option available at this time. I apologize if it may of inconvenience to have your laptop out for repair, and that your laptop passed functionality testing during your first repair. I do work out of our corporate offices, and as I clearly stated prior we’d only be able to assist you under the terms you agreed to at the time of purchasing your Geek Squad Protection Plan.

 

I appreciate the time you’ve taken to share your experience with us. I’ve documented it for further internal review here at our corporate offices.

 

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!