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Registered: ‎03-05-2017

horrible geek support

[ Edited ]

i purchased a new all-in-one Asus on 3/3 from my local best buy. so far i am very happy with my new comupter and it is operating as it should. my primary complaint is this, when we purchased the computer we are offered free data transfer from our old laptop to the new computer free of charge to which i happliy agreed. the laptop and computer were brought back later that afternoon on 3/3 for the data transfer. we were called the next day saying that there was no data/picture/files on our laptop harddrive to be transferred over. i stated that was impossible as there was (now was) 10 years worth of pictues and files and the computer was working before we dropped it off.


after my wife picked up the laptop, it now no longer works and i cant get past a loading screen. it seems now to be asking for a data disk to reinstall the OS on it but since the laptop is so old i on longer have that disk. my wife is highly distruat that we have now lost 1,000's precious pictures that can now never be retaken or recovered.


i can firmly say that i will NEVER let anyone from geek squad touch my electronics again if this is what happens when they do. and for reference here is the service order number for your reseach {removed per forum guidelines}.

Posts: 2,759
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Registered: ‎12-23-2016

Re: horrible geek support

[ Edited ]

Hi jponec1127,

Thanks for joining the Best Buy Community forums. I was a Geek Squad Agent in a store for many years, so I know how disappointing a situation like this can be.

Based on the information in your post, I had a guess as to what may have happened with your computer, and looking into the service order confirmed it. I’ve actually run into this situation several times in my years as an Agent. A hard drive is the part of a computer that is most prone to failure, and it is rare for a hard drive to last the length of time that yours did. It is likely that the act of moving the computer from your home to the store your already aged hard drive stopped working.  Based on what I’m reading it appears that your hard drive experienced hardware failure.

Please also refer to point 12 on the service order you signed when you checked your computer in with us, which states that you agree that Geek Squad is not responsible for any data loss, alteration, or corruption of data on your computer.

I’ll be sure to document your dissatisfaction with your situation, and I apologize that we weren't able to transfer your data for you. If you have any further questions, please let me know.

Thank you,

Kyle R|Social Media Specialist | Best Buy® Corporate
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