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New Member
Posts: 3
Registered: ‎03-15-2017

Repeated Computer Problems

Hello,

Around a month ago I dropped my laptop off at a Best Buy location in Meyerland TX. The problem was a RAM stick that I purchased with my computer in July with my computer (also purchased with 1yr geek squad protection). I handed my computer off to the store and received a message the next day or so that they had discovered which stick of RAM was the problem.

I go in to the store and they tell me I need a manufacturer's replacement because they won't cover it (inconvenient but whatever). I get home and open my computer and they've gotten it stuck in infinite repair mode. I hand it back to them and they say they can reinstall an OS after recovering the data on the SSD (which is the drive my computer boots off of and is stuck in repair, there is also a hybrid drive which is perfectly healthy).

They eventually decide that they actually can't help recover the data that they messed up and have to send it away. Since I was reluctant to be without a laptop for so long, I asked if there was any way to send away the SSD but let me keep my computer. They said ok, so long as I buy a $60 external drive right then and there. I did so.

Then they call me and say that they somehow broke two keys on my keyboard and will need to send away my computer anyways. At whatever service center they fix the keyboard and decide my data was completely unrecoverable. At that point someone makes the high point of this comedy of errors and possibly misunderstands which drive (unrecoverable SSD vs healthy hybrid) is which and completely deletes all of my data off of the hybrid drive and installs just a clean OS, then sends just that back (still have not received SSD).

To summarize, I walked into a Best Buy with a non functional stick of RAM i bought from another Best Buy (all I needed was to be told which stick of RAM wasn't working). The consequences of that are as follows: no computer for a month, two broken keys, 1 bricked SSD, and over a terabyte of data deleted or made inaccessible. Best Buy has managed to disrupt a month of my life and delete what is literally thousands of hours of work.

I've been calling various Best Buy numbers for the whole time and I hope this thread helps me make a complaint and gain restitution from a company that I once was a customer of (one who once spent over a thousand dollars buying their current messed up computer there)
Posts: 1,631
Topics: 8
Kudos: 141
Solutions: 100
Registered: ‎12-23-2016

Re: Repeated Computer Problems

Hello Jaffinator87,

 

Thanks for joining the Best Buy Community forums. As a former Geek Squad Agent, this story is very disappointing to read, and I’m sure you are incredibly disappointed and frustrated yourself. I’d love to try to help you out on this, if possible.

 

Sometimes bad RAM sticks can cause strange things to happen, and I’ve seen the removal of a bad stick cause a hard drive to stop working correctly before. That doesn’t explain the errors that happened after this however.

 

I would like to take a look at your service orders and see if there’s anything I’m able to do to help you out in this situation. Using the information that you provided in your post I wasn’t able to locate those service orders, so if you could send me those numbers in a private message using the link in my signature, I’d appreciate it.

 

 I see you’ve also sent in a message about this to another moderator here. It’ll probably be easier for us to just work one on one on this, so I’ll let that moderator know I’ll be helping you out going forward.

 

I look forward to hearing from you with those service order details.  

 

Sincerely,

Kyle R|Social Media Specialist | Best Buy® Corporate
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Recognized Member
Posts: 149
Registered: ‎02-07-2011

Re: Repeated Computer Problems

Not that this will help at all now. Was this laptop equipped with a first Gen i3,5, or 7? Best buy doesn't sell ram compatible with these cpu/ram controllers. And will cause blue screens and boot loops when installed.
New Member
Posts: 3
Registered: ‎03-15-2017

Re: Repeated Computer Problems

Hello, sent you a message like you asked for, but I have received no response as of yet. 

New Member
Posts: 3
Registered: ‎03-15-2017

Re: Repeated Computer Problems

Sent you a message as asked for. Also not the issue with the i processor at fault.
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Posts: 1,631
Topics: 8
Kudos: 141
Solutions: 100
Registered: ‎12-23-2016

Re: Repeated Computer Problems

Hi Jaffinator87,

 

I've received your private message and I am looking ito this for you. Once I have an update for you, I'll reply to your private message. I truly appreciate your patience and I assure you that I haven't forgotten about you or your situation.

Thank you,

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