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New Member
Posts: 3
Registered: ‎03-01-2017

Geek Squad is denying my computer is having issues

I gave my Best Buy exclusive Dell laptop to the Geek Squad on Monday for several issues:

 

  1. The trackpad two-finger scrolling randomly stops working (since purchased)
  2. The screen either looks like snow on a TV screen or doesn't wake up randomly when opened (since November). Windows stays running during this, so it obviously isn't an OS issue.
  3. The laptop runs hot (about a month)
  4. The power connector has come loose and arced (last weekend), making a loud POP and leaving two small red welts on my leg

They found a couple crash logs, but were "unable to replicate any problems". So they offered to restore the OS, which I've already done. That isn't going to solve the arcing issue, and it didn't solve the trackpad issue when I restored the OS. They let me speak to the "Geek Squad manager", Wadad, who I know is a regular floor manager who worked there when my husband worked at Best Buy for Asset Protection. She had to ask them everything I was talking about..

 

They said they would "open and close my notebook for the next couple hours" to try to replicate the screen problem, and they said they opened up the laptop and looked at the connections and saw no issues. Are they even certified to do that? 

 

I called them back today (the 3rd day and my Geek Squad protection rean out yesterday), and the same Agent Wallace who took my computer and commented that it felt hot, said "no, it wasn't hot." They've shut the book on my case, and refuse to look into it any further.

 

I understand that if they can't "replicate a problem", then technically they can't say there's a problem. But I don't want a lemon of a computer back! It's frustrating to use, and frankly I'm scared to use it again. I work from home from my laptop and have to restart it every time something malfunctions, which happens almost daily. What if it arcs again and starts a fire and burns up me and my husband, our two kids and my dog? What then?

 

What can we do from here?

Recognized Member
Posts: 166
Registered: ‎02-07-2011

Re: Geek Squad is denying my computer is having issues

What model number is the laptop. What part of the power connector came loose. Generally when a laptop over heats it will shut off. Has it just randomly shut down?
New Member
Posts: 3
Registered: ‎03-01-2017

Re: Geek Squad is denying my computer is having issues

It has crashed twice, but never coinciding with any of these problems and before the over heating began. The arcing has been a one time occurance so far, but it had no effect on the computer.

 

The model # is I7353-4371

Recognized Member
Posts: 166
Registered: ‎02-07-2011

Re: Geek Squad is denying my computer is having issues

That's a ulv machine (low voltage). It would take a lot of work to overheat it. However it may feel hot due to its metal case. The end of the charger should have a small plastic ring on the end of the metal tube. If that ring is damaged or part of it missing, there could be an arc. In which case replace the charger.
New Member
Posts: 3
Registered: ‎03-01-2017

Re: Geek Squad is denying my computer is having issues

Thanks, they finally agreed to give me a new charger even though they don't see anything wrong with the current one. Any thoughts about the screen or the trackpad?

Posts: 4,775
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Registered: ‎01-21-2014

Re: Geek Squad is denying my computer is having issues

Hi SharonWilkes,

 

As someone who works solely from their laptop and even occasionally from home, I can understand why you’d need a functioning computer in order to work and provide for your family. It sounds like you’ve truly done your research to figure out exactly what’s going on, so it’s disappointing to hear things didn’t go quite as expected when turning your device in for service at your local store. While I can’t guarantee anything, I’m glad you reached out to us here on the forum for further assistance.

 

While you are correct in that we cannot fix a reported problem that we cannot replicate, I am concerned if the laptop is overheating to the point where you’re concerned for your safety. I’ll be honest in that I’m not a computer technician (I only know basic troubleshooting skills), so I’m not sure what exactly might be causing the reported problems, but I do want to work with you and your local store to discuss this further. I need some additional information from you to proceed though, so I’ll be sending you a private message shortly. You may view it by logging it into the forum and clicking on the envelope icon in the upper right-hand corner of the page.

 

Thanks for posting,

Alexandra|Social Media Specialist | Best Buy® Corporate
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Recognized Member
Posts: 166
Registered: ‎02-07-2011

Re: Geek Squad is denying my computer is having issues

Can you describe the screen issue in more detail? Is it completely random? Does it fade to a more or less solid white starting at one edge, or is it immediately a full screen distortion?