BestBuy.Com

[Stephen57123]

History, I bought a small lap top for my Daughter, 30 days later the Norton virus protection blocked the Internet connection-because I did not get it renewed. I did not know this-went to BB to get it fixed. They said it would cost 100.00 dollars to remove the virus. Nice, and I know the girl had full knowledge of the problem-I did not get sucked in. I called Geek Squad and they told me the truth, assigned a case number, and then I went back to BB where they fixed the Norton problem. Okay, seems okay, right, wrong, 30 days later it does same thing again. Took it to back to BB and sure enough told the same thing again-cost 100.00. I had enough and decided this was a bad choose to buy from BB. Never got Lap Top fixed and it has been over a year. Here is the best part of the story, 5th of January I was charged for antivirus PT on Credit card that I used to purchase Lap-top. Now they are telling me it will take two to three billing cycles to refund money. Why would any one ever purchase anything from BB they did inform me about the small print at bottom of contract I signed. Any company that uses small print options to trap customer is not a company I will do business with.

[Mbrguy Emerging Expert]

I'm guessing the $100 was for the Geek Squad Tech Support which was on sale for $99.99 recently but is typically $199.99.  Did you actually purchase this service to have them do repairs on your computer or did they originally or did they make an exception for first time and not charge for the work they did when they fixed it for you the first time?

Norton doesn't typically block an internet connection just because it doesn't get renewed.  That is an indication that there may be further issues with the computer, possibly malware related, possibly OS related.  This is why they recommend the Geek Squad Tech Support to do the repairs because Geek Squad is not a free tech support provider.  Geek Squad provides paid tech support to those who want/need those services.

I wish I new a little more about your case so I could give you a more definitive answer as to why this happened but that is the only thing I can think of based off of the limited information you have provided so far.  If you have any other questions or if you want to provide any other information, feel free to post it on this thread.

[Stephen57123]

I appreciate your input. No I did not pay the 99.99. i only had it for 30 days. I also knew there wasn't any malware. I actually watched her remove Norton and that was all she did. Then I could access internet. It might have been malware the second time-never know. The lap top was never used again. This all happened with in first two months of purcahse-don't forget they automaticly renewed antivirus that never seem to stop viruses.  Thanks again

[Ryan-BBY Senior Social Media Specialist]

Hello Stephen57123 -

Justin from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[Justin-BBY Community Connector]

Hello Stephen57123, 

I've looked into your described issue and I can comment about the Kaspersky Anti-Virus software refund issue that you're having. I see that a refund has been submitted and is in process, however, l'm not able to advise you when you'll see those funds back in your account. As far as the service issues, what I can say is that if your laptop is having performance issues, you would need to take it in for repairs and costs may be associated with doing so. I truly apologize if you were not informed of this prior to your purchasing the unit. Alternatively, you can directly consult the manufacturer for additional support. 

If you have anything else to add, feel free to let me know by replying here or sending me a private message. 

Regards,