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New Member
Posts: 2
Registered: ‎07-12-2017

RE SO:SO :{removed per forum guidelines}

[ Edited ]

Hello,

I Returned a laptop with a bad screen that was purchased for my business last year with a geek squad protection plan on June 4th of this year (original order number{removed per forum guidelines})to the Plattsburgh NY location for repairs under SO#{removed per forum guidelines}. Sat with no communication for 3 weeks. I called, they said it was going to be scrapped out (thanks for letting me know BTw)since they could no longer get the screen. I said fine , send it back to me and I will retrieve the data off of it and exchange it at the store. I was told that would be done. Another week went buy. I called.

 

They told me it had been scrapped , but I could get the data recovered but it could not be returned to me. So which is it? you have it to recover the data , but cant send it back because you dont have it? Right. Go to the Plattsburgh store Fri 7/7, they said they cant exchange it until the unit is scrapped out, I say it was..call them. "Well no, its not until the data recovery , which I reluctantly agreed to since they said they would pay for it, was done, it would be about a week." The manager there even pulled a new laptop and set it aside for me and offered to throw in MS Office for my troubles.  (were on week 5 now mind you. No computer, no refund/exchange no data) Got a call last night (7/10)from geek squad, they said it would be 3-5 weeks to recover the data but I can do the exchange now since its been listed as scrapped. OK, go to the store. No go. Wont exchange till the data recovery is done and the HD returned to the manufacturer even though its being scrapped out.Went back and called repair again.They issued another SO #{removed per forum guidelines} today 7/11 that approves an exchange.Called the store (Plattsburgh) this time they didnt even want the SO #, they just told me the same thing over again.This SO# just starts the whole process all over again! Its ok though, I Was told by geek squad (not the store) that I can expedite it for another $150. Your joking right? So now Im supposed to wait another 3-5 weeks or total of 2- 2.5 months for an exchange after paying a premium price for a protection plan? Ive managed businesses for 25 years and have run my own now for 5. This is by far the absolute worst service and product ransoming I have ever EVER experienced in 50 years of living. At this point Im out the original purchase dollars, the computer (second one I bought for my business last year) and the data. This needs to be resolved this week , or I need to start the process of trying to recover what I can by other means.

New Member
Posts: 2
Registered: ‎07-12-2017

Re: RE SO:SO :{removed per forum guidelines}

any response other than just editing?

Posts: 1,615
Topics: 8
Kudos: 141
Solutions: 99
Registered: ‎12-23-2016

Re: RE SO:SO :{removed per forum guidelines}

Hi GreatNorthern,

 

Thanks for joining us at the Best Buy Community forums.  As a former Geek Squad Agent, I know how frustrating it can be for our clients when a repair takes longer than expected. A apologize that this repair experience has been such an ordeal for you.

 

Using the information in your post and in your forum registration I was able to look in to your service orders. Based on what I’m seeing, with the new service order having been created you should now be able to swap out the computer for the replacement with the new service order having been made. I’m not sure why the system isn’t allowing this at this time.

 

I will reach out to some partners to see if we can get this resolved for you. I’ll request that they give you a call once we have an update, and if I hear anything back on my end I’ll reach back out to you here on the forums as well.

 

Regarding your data recovery, that is a complicated process and it will take some time to complete. I don’t have a way to expedite that end of this for you, but I’ll do my best to at least get you your replacement computer as soon as possible.

 

Sincerely,
 

Kyle R|Social Media Specialist | Best Buy® Corporate
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Posts: 1,615
Topics: 8
Kudos: 141
Solutions: 99
Registered: ‎12-23-2016

Re: RE SO:SO :{removed per forum guidelines}

Hello again GreatNorthern,
 

I have an update on this for you. Because we respect your privacy, I’ll be sending it to you in a private massage rather than posting it in this thread.

You can check this message by logging in to your forum account and clicking on the orange envelope in the top right hand corner of the screen.

 

Sincerely,

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