03-08-2011 03:51 PM
My wife has been having problems with her laptop since two days after buying it. After the first time best buy “fixed it” started having problems with the usb ports “frying” the wireless mouse connections. Sent back in, found other problems, but still not fixing it.
Last week my wife took the laptop in again after the 6th connector had been damaged. The geek squad person told her that the computer was only 12volts and did not have enough power to damage the usb connector. (which shows he knows nothing about electrical theory) he also told her if they did not find anything, we have to pay.
The next week I had a day off, and went with my wife to talk with them about this computer. The first geek squad guy I explained to did was get on and look for software errors. He said there was nothing wrong with the computer. I then asked if the “software” monitors the power going to the usb ports. He did not know what to say, (but I knew) he ended up saying no. and the only thing they could do was send it in to check it. I had to keep asking to find out if we had to pay if they found anything. Finally got the yes. But also got that if they don’t find anything, it does not count as a documented problem.
Clearly, there was no interest in getting to the problem that they caused with the problem. But what concerned me the most is no knowledge of electronics, or the hardware. All I was seeing was software people (and there is a big difference)
Finally the manager shows up. I explained what was going on, and explained that I was wanting to buy a new computer, and his response to our problem will dictate where I buy it. I was hoping to hear the 1st step in customer service apologizing for my problem, and he would see what he could do to help. That is all I wanted to hear. I did not care about the money, I wanted to see if what I read online was true about best buy managers.
This is his response “I am not going to answer your threats”, and tried to say it was the wireless mouse is what caused the problem. I then decided to educate the manager and the geek squad guy on the theories of electricity, and that they do not know what they are talking about. The manager was becoming very belligerent, to which I interrupted him and said that what I read about best buy managers online was true, and walked out.
I buy a lot of electronics from best buy for work, and personal. But based on the attitude of the manager, that will no longer be. Best buy does not know the meaning of customer service, or how to troubleshoot and repair electronic hardware. And based on the people I saw at the store, and how the laptop has been “fixed “ in the past, I cannot trust that best buy people really know what they are doing with my wife’s computer.
03-08-2011 03:57 PM
03-09-2011 09:59 AM
Keep in mind that it is, unfortunately, next to impossible to hire people well-qualified to be doing computer maintenance at the prices BBY is able to pay employees. There are rare exceptions, but overall, most people technically proficient can get paid more elsewhere.
What sort of devices were frying the USB ports? Were these devices externally powered?
My guesses are:
1) A faulty USB device is damaging ports in the machine by drawing too much current
2) An externally powered device is not properly grounded in comparison to the laptop (If the laptop power supply has a 3-prong plug, then the quality of the grounding in your outlets may be suspect.)