Manufacturer Warranties and Protection Plans

[KathyTex]

Customer Service: 

I purchased my laptop last September and had Microsoft Office 2010 installed on it at that time by the Geek Squad. Last week I took it in to have it checked and the Geek Squad called and said that there were virsuses that needed to be removed and that they would have to take my computer back to the orginal format. They proceeded to do that. I had to call to see if it was ready and was told that it was.

I went to pick up my laptop only to find that they had removed everything including the antivirus soft ware and my office package. I asked about the Office package and they said they would need to disc or card that I had purchased in order to reinstall it. I gave them the the card and they tried to type in the Product Key that you have to have to reinstall the Office software and could not get it to work.

The young man waiting on me then took my computer into the back and tried to get another person to try. When they realized that it was not working, they brought my laptop back out and talked to the manager. I was then told that I would have to call Micorsoft to get them to help me reinstall my Office 2010 product. I told them that they were the ones to remove it that they needed to get it reinstalled for me. They refused and kept saying that I would have to do it.

Well, to make a long story short, I ended up having to call Microsoft and doing it myself. I found out that the Geek Squad person who installed Office 2010 on my laptop originally, wrote the wrong Product Key number down and I had to spend about 6 hours with Microsoft to rectify the problem. I then had to reinstall my antivirus software again also. 

I found this service to be very unacceptable because they were the ones who wrote the wrong Product Key number down and then refused to recitfy the problem. 

All of this was after my husband took our desk top computer to the Geek Squad to have it checked because it was running slow. They said it had virsuses and cleaned it up. When he got it back, he was trying to reinstall his antivirus software and found issues with it. He called the antivirus software help line and they identified more viruses that the Geek Squad never removed. We got it totally fixed by the antivirus software help line.

No wonder Best Buy is down sizing and having many issues. The least the manager could have done was gotten another Office 2010 package and had them install it on my computer. I will never do business with Best Buy again, nor will I ever take a computer to the Geek Squad. 

Disappointed customer in Texas

[Justin-BBY Community Connector]

Good afternoon KathyTex, 

Welcome and thanks for posting with us!

It sure sounds like you did the majority of the work here, if not all of it to get this matter resolved. Calling Microsoft and spending many hours working with them, reinstalling software, all because your Microsoft Office Product Key Code was written down incorrectly? I cannot stress to you how sorry I am to hear of this experience, yet am glad that you brought it to our attention. Feel free to post any more questions or concerns that you might have on the topic, or if you'd like, you may send me a private message. 

Respectfully,