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Registered: ‎01-14-2017
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Extreme letdown by Geek Squad after so much positive experience

[ Edited ]

At the end of August I called Geek Squad to figure out a problem I had with my Mozilla email system and as I have done multiple times I let them take over the computer.  I received this message "We configured your email application and server settings and updated it" but when I logged on I discovered all my offline folders were gone - thousands of personal and professional emails from several years.  I called immediately and a second agent tried to retreive them - he left this message at 2:30 a.m.:  I've performed software troubleshooting of your Mozilla Thunderbird and tried to retrieve the client's old profile account but unfortunately not resolved the issue"  I drove to Augusta, Maine and worked with yet another agent to no avail.  (If he restored the offline folders then my entire inbox would disappear from Mozilla, with a huge volume of emails that I was still working on.  The best he could do was to retrieve some of the offline emails and place them on my webmail, which of course sends them to trash after a certain delay).  He concluded that there was no resolution for the deletion of my profile and all my thousands of emails.

 

I sent emails of complaint to Geek Squad and received messages saying they had tried to call, but leaving only the general telephone number for me to call back.   When we finally connected in November the agent talked about how sorry he was to hear my experience, and asked if there was anything else I needed to have resolved.  Duh.  At no point did anyone offer to make amends.  I have mourned my loss personal emails and been greatly inconvenienced by the absence of all records of professional communications, but have tried to be philosophical.

 

In January I received a message from Geek Squad asking me to update my credit card information so they could charge it for another year of service.  It was at that point that I decided  perhaps Geek Squad, while not able to restore my emails or make me whole, might consider a year of free services.  So after multiple phone calls in which I repeated everything ad nauseum and everyone said sympathetically "tsk tsk, I can understand how upsetting that is...", I spoke with Cameron A., from Quality Operations Team, Geek Squad On-line Support, Case # {removed per forum guidelines}.  He essentially told me that under the terms and conditions of my contract it was my responsibility to have backed up all my thousands of offline emails in anticipation of a Geek Squad agent deleting my account profile, and there was nothing further he could do.

 

I am an ordinary user of technology - I have no special knowledge of email account  profiles or how to back them up - that's precisely why I have been contracting with Geek Squad all this time.  Cameron's voice droned on about how they could not possibly offer me any commpensation.  It was my fault for not properly fulfilling the terms and conditions.

 

Is this it?   Really?  I am responsible for my loss?  The $129 for the contract is so critical to the profitability of Best Buy that they cannot possible offer it as compensation for at least sharing in the responsiblity for my loss?

Posts: 7,622
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Registered: ‎09-29-2008

Re: Extreme letdown by Geek Squad after so much positive experience

Hey Norine,

 

Data loss is one of the worst things to go through, and being a photographer who has lost images to data loss in the past I can completely understand where you are coming from on this. I am very sorry this has been your recent experience with the Geek Squad.

 

Because you never know for sure what is going to happen when working on a computer, and of course mistakes do happen, the terms of your tech support plan do state is the customers responsibility to back up all data; I believe it also state we are not responsible for any data loss that happens while we are working on a customer's device.

 

With all that said I would like to see if there is anything we can do to get this resolved for you. I am sending you a private message with additional details. To check your messages log into the forum, and then click on the letter icon in the upper right-hand corner of the page.

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
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