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New Member
Posts: 6
Registered: ‎01-04-2018

I want to file a formal complaint.

I bought two asus gaming laptop with both 3 year protection plan on July 28th 2016 from the Best Buy store at Northbrook, IL. I recently moved to San Francisco couple weeks ago for my work and all of sudden, one of my laptop started not charging battery and screens comes on and off constantly. So I took it to the geek squad to the Best Buy Geek Squad located at Oakland, CA on December 19th 2017. I was keep tracking the reqair through geek squak web page. And the last status details said "12/27/2017 05:40 a.m.We're assessing your repair. We may need to replace your device." and no further status details until today which is Jan 4th 2018. I was running out of patience and called geek squad to find out what is going on with my laptop. The representative told me that it has to be 'junk out' due to repair costs exceed the original price of the laptop and they tried to contact me since 27th of December 2017 to confirm. I did not receive a single phone call or voice message. Only thing I got is a stupid email to take a stupid survey about the repair which isn't finished on December 29, 2017. Anyway the representative connected me to geek squad at the Oakland best buy and I made an appointment at 5:20PM tonight. I had to drive to Oakland from San Francisco during the rush hour and finally got there. Geek Squad guy told me they cannot find the transaction. It took them nearly 2 hours to attempt to figure out what to do and in a meantime I was sitting there doing nothing but waiting. A guy with black shirt told me that he called his manager's manager and only thing they could do in this situation is bring my laptop from repair center continue the process or something. I was so mad about the fact I just wasted more than 2 hours include driving back and forth. Why in the world they set up an appointment with a customer if they will eventually tell a customer to come back next week? I also want to know if they actually tried to contact me before I ran out of paitience and call them first. I am still angry and want to file a formal complaint against whoever caused all these issues.

New Member
Posts: 6
Registered: ‎01-04-2018

Re: I want to file a formal complaint.

I don't want to mention names of people who I have talked to. Maybe I am not allow to in the first place anyway. I know it's not their fault that can't find the transaction that they needed. But they also got to understand that the fact that I was very upset.
Member
Posts: 11
Registered: ‎09-07-2016

Re: I want to file a formal complaint.

To properly file a formal complaint, it's best to start with contacting store leadership. 

 

To find out, go to https://www.bestbuy.com/site/store-locator/ and type in zip code for that BBY store you are having an issue with. Once you find the store, click on, "store details" then on their page, you will see, "email us" and click on that. 

 

That email will send your concerns/complaint to all leadership at the store. Leadership will always care about every customer and will be happy to help you with what you're going through! 

 

Hope this helps! 

 

Jake 

---Please be advised that while I am an employee of Best Buy, I am here on my own time just like yourself. I am here simply to offer insight and information from a regular employee point of view. My comments are my own and not representative of Best Buy Co., Inc. I AM NOT A FORUM MODERATOR; therefore, I cannot look in to order/account information. If you find my posting helpful, please add kudos to it. Remember to mark answered questions as solved if something helped you in order to speed up the answer queue for other customers.---
Posts: 4,332
Topics: 68
Kudos: 269
Solutions: 194
Registered: ‎11-30-2015

Re: I want to file a formal complaint.

Hello JewooKim,

 

Asus laptops are amazing, and I still have one from 2011 that still runs like a gem! I’m sorry to hear that one of your gaming ones you purchased in July of 2016 needed to be repaired. Thank you for taking the time out of your day to share your experience with us. I’d also like to apologize for my delayed response due to the holiday season, but I’d be happy to see how I can assist you further at this time.

 

It’s discouraging to hear that your repair’s status may not have been clearly articulated to you, and visiting your local Best Buy’s Geek Squad via an appointment didn’t turn out to be fruitful. Did you know that you check that status of your Geek Squad repair on BestBuy.com? You’d just need your Service Order Number to do so. You can check the status of any Geek Squad repairs here.

 

Sharing your experience, and feedback with your local Best Buy’s leadership team is important. As jln9899 posted emailing them using the option to do so on their store page is a great way to start. Please note the leadership team of your local Best Buy will receive your email, but may not follow-up with you to discuss your concerns in further detail. Can you please let me know if you didn’t email them, and I’d be happy to ensure your feedback is passed along.

 

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 6
Registered: ‎01-04-2018

Re: I want to file a formal complaint.

[ Edited ]

Of course I knew that I can check the status of my Geek Squad repair on BestBuy.com. I said I was tracking my repair on my original post. If you read my entire post you wouldn't have asked such question in the first place. On top of that, I cannot even track my repair anymore! I have the service order number which is {removed per forum guidelines} and it says "Please enter a valid service order number." I haven't got my laptop nor reimburse yet but it seems like you guys ended my repair request. I talked to Geek Squad manger at the local Best Buy over the phone 4 days ago after my visit and he said he will call me once he received my laptop from the repair center. I do not know how long do I have to wait; I am running out of my patience.

Highlighted
Posts: 4,332
Topics: 68
Kudos: 269
Solutions: 194
Registered: ‎11-30-2015

Re: I want to file a formal complaint.

Good Afternoon JewooKim,

 

Thank you for sharing what you do still need further help on! I’d be happy to see how I can assist you further. Please note sometimes we’ll overshare so everyone that’s “listening in” or following along are on the same page. I do appreciate the clarification though!

 

I’ve sent you a private message with a new Service Order Number. While reviewing the Service Order’s notes in further detail I can confirm that the costs to repair unit have exceeded the value of it. The notes also share that your local Best Buy should be able to help you further. I’m sorry that they didn’t when you were in-store last week.

 

Can you please confirm which location you visited? I’d be happy to reach out to them to see what I can do move the process along.  You can check your private messages by ensuring you’re logged into your forum profile, and selecting the orange envelope in the top right-hand corner.

 

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 6
Registered: ‎01-04-2018

Re: I want to file a formal complaint.

As you told me via private message, I waited until tonight (Sunday) and did not receive a call from the Oakland(Emeryville) Best Buy. Therefore, I visited the store in person as I had something to buy from the store anyway. I talked to the Geek Squad manager and resultingly I was told to wait for unknown period of time. They do not know when so all I can do is wait. They said they sent an email to the Corporate and haven't heard from them. So as you told me to, I am letting you know that nothing is changed. Finally it has been 4 weeks (28 days) since I turned my laptop in. I will be waiting for your response.

Posts: 4,332
Topics: 68
Kudos: 269
Solutions: 194
Registered: ‎11-30-2015

Re: I want to file a formal complaint.

Hello JewooKim,

 

Thank you so much for your patience on this matter! I really do appreciate it. On your behalf, I’m in the process of partnering with the Geek Squad Service Center to see what our options are moving forward to assist you in a timely manner. I appreciate your continued patience on this matter.

 

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
Posts: 4,332
Topics: 68
Kudos: 269
Solutions: 194
Registered: ‎11-30-2015

Re: I want to file a formal complaint.

Morning JewooKim,

 

Thank you so much for your patience on this matter! Since your local Best Buy is having issues performing a Junk Out transaction without the laptop present Geek Squad City is in the process of getting it sent back to your local Emeryville Best Buy. I’d be happy to share the tracking details once they’re available to keep a close eye on it. I appreciate your continued patience on this matter!

 

Kindly,

Mariah|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 6
Registered: ‎01-04-2018

Re: I want to file a formal complaint.

So WHERE IS MY LAPTOP? how long do I have to wait? I am going to buy another desktop or laptop in couple of days. If possible, I need a clarification that my laptop will be junk out for sure. I do not want to end up with 3 pc after all these drama.

 

I also have a personal question, how can you guys treat a customer this terrible?