Best Buy and Geek Squad Policies

[ritab422]

I am very very upset and down right angry.  I took my laptop to the "geek squd" and guess what I paid $199.99 and my computer is no different then when I took it.  They were rude and I had to call them they are not professional and I will never,I repeat I will never go to the geek squad or best buy again!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

[Starflyer59]

So, what happens when you get the same service somewhere else? Will you quit shopping there also? What about the next place? Will you quit shopping there also?

Do you stop eating somewhere just because you got bad service? Or someone was rude to you at the mall. Do you stop shopping at the mall?

What about work? If someone is rude to you at work...do you quit your job?

What if someone cuts you off in traffic? Do you quit driving.

Take the laptop back and tell them it's not fixed and they either need to repair it or give you your money back.

[Nokia]

If you provide some details of your experience this forum may be able to help you.

@Star - To make a complaint, it's required that you threaten a boycott, along with telling your story to the entire world.

[ritab422]

Well considering they had my computer for 11 days and all they were doing was getting rid of viruses.  My computer is still running slow and has the same problems as before.  It did the same day I picked it up, the very first time I went on line.  So to me that means they did not fix the problem I paid for.  They did not fix it in the time frame I was told they would.  They never contacted me I had to contact them to find out the status.  So in this instance I do not think that they warrant my business or money.

[Nokia]

You said you paid $200, so I am guessing you had the "Virus and Spyware removal" service performed. That service does not state that your computer will run faster. That is not the point of the service.

Are there any viruses or spyware left on your computer?

[ritab422]

Yes that was it virus spyware.  Mr. Johnson at store#1467 Stafford Va advised me that the reason my computer was so slow was because I had viruses. When I tried to go on the internet the screen inernet explorer cannot display this page came up alot.  He said that too was a sign that I had viruses.  It also would not show a video or show without constant freezing and sometimes it would stay frozen.  He stated all of those things had to do with a virus.  Well guess what when I picked my computer up after 11 days it was doing and is still doing the same thing.  So why is that if they got rid of the viruses?

[Nokia]

That means a virus was not the problem. It's just like repairing a car: sometimes you have to fix something and find out if the symptoms go away.

[Dorothy-BBY]

Hello ritab422 -

Justin, one of our Community Connectors, will be reaching out to you regarding your concern. I appreciate your patience until he is able to make contact with you!

[Justin-BBY]

Hi ritab422-

I wanted to touch base with you regarding your computer repair for virus removal.  It is always frustrating to wait while your computer is serviced, only to find out it still does not work as expected after its completion.  I was very surprised to hear about your poor interactions with Geek Squad, and extend my apologies for your experience. 

You also mentioned the store having your computer for 11 days, which was longer than what you were told.  To clarify on service repair times, when Geek Squad® issues a timeframe, these are estimated.  Geek Squad® takes items on a first come, first serve basis, so if there are customers that are before you, your repair may take longer to complete.  Also, we do our best to deliver completed repairs by estimated dates, but there are instances with virus removal that extend the time necessary for completed service.

If you are still having issues with your computer, I would suggest returning it to the Geek Squad for them to verify all of the viruses were removed, or if something was missed.  Also, while I cannot guarantee an outcome at this time, I would like to work with the store to see if a more acceptable resolution is available if further service is needed.

Thank you for sharing your experience and I hope this helps.  If there is anything else that I can do, please feel free to reply to this topic or send me a private message.  In order to send a private message, click on my username, Justin-BBY and then on “Send this user a private message” under Contact on the next screen.

Sincerely,

[ritab422]

Well I got my private message and low and behold I was told to take my computer back to the incompetent geek squad.  Which is exactly what I will not do.  I explained to Justin that I had a horrible experience with those rude people at store#1476 like you Mr.. Johnson!!!!! I will not go back to that store or any other best buy and as I previously stated I will advise all friends, relatives and co-workers that they should never take any computer there either.  That best buy is a rip-off and all they want to do is scam you for more money.  I noticed that I am not the only unsatisfied customer with your wonderful geek squad.  Maybe we should all ban together and let our local news station know about this.