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Posts: 1
Registered: ‎03-11-2017

Very Disappointed Customer

I have purchased merchandise from Best Buy in the past but never used the Geek Squad. My computer had been freezing up and running slow. My friend advised me to take my laptop to Geek Squad. I took my laptop to Geek Squad on January 29, 2017, they ran a full diagnostic test, laptop passed all hardware test, they removed tons of temp files, installed updates and cleaned it up so that it would run faster. Now, let me go back for a moment, I asked would this service remove any of my saved documents or software. I was told no, they would not be removing any of my saved documents.  Which was a relief, because I had several important book documents saved in my files.


On January 30, 2017, I picked the laptop up from Best Buy and when I arrived home, turned it on to use it and it was worst then when I had dropped it off. It was still freezing and was not able to lock on to my wireless service, I had to use the ethernet cable in order to use the internet.


I contacted Geek Squad and explained what was going on and was told to bring it back to the store. I had my husband bring it back up there because I just didn't want to deal with it.  He had to leave the laptop with them again to be checked out. My husband said that the tech tried to make him seem as if we didn't know what we were talking about. It's my computer, I believe I know how it was running and how it should run.


This back and forth thing went on for a couple of days of my laptop still not working correctly. Here is my dilemma, I went to open up one of my book files and I got an error message. I could not open any of my saved book documents. I took my laptop back to Geek Squad explained the situation and again I was told that none of those files should have been touched. He could see the files but the folders were gone, so in other words, my documents had been removed with all the 3.3gb of temporary files that they had wiped clean. Geek tech said that there wasn't anything else he could do after doing a thorough search for the files. I could not restore to previous date, I could not restore to previous versions as there was no longer a restore point or any previous versions to be found. It was wiped clean.


I am very disappointed in the Geek Squad and I will never use them again, money and time wasted. Then they try to treat you like you are the one incompetent. The one tech just kept telling that I need to get a new laptop and about all the sales on Laptops. I wasn't trying to buy a new laptop, just get this one running correctly. Months of working on these files and now they are gone. I just cannot believe that there wasn't anything they could do to fix this. 

Posts: 2,788
Topics: 14
Kudos: 185
Solutions: 163
Registered: ‎12-23-2016

Re: Very Disappointed Customer

Hi msbraud63,


Welcome to the Best Buy Community forums. There’s nothing worse than losing documents and files that you’ve put a lot of time in to.


As a former Geek Squad Agent, I can assure you that we would never delete that data intentionally. If you look at your service order paperwork, you’ll see under entries 11 and 12 that you’ve agreed that you are responsible to back up all of your important data prior to checking your computer in with us, and that you waive any claims related to data loss.


That said, I’d very much like to look into this for you and see if there’s anything I can do to help you out. In order to do that, I’ll need to know the service order numbers from when you brought your computer in to get worked on. Because we respect your privacy, please send me that information via a private message using the link in my signature below.  Once I have that information I’ll begin looking into this for you.


If you have any questions, please let me know. I look forward to hearing back from you.

Thank you,

Kyle R|Social Media Specialist | Best Buy® Corporate
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