11-11-2010 01:57 PM
I purchased an ASUS laptop at the first of the year for my personal and business use. When I purchased it, I also bought the replacement insurance. I purchased this insurance specifically so I wouldn't have to worry about down time in case something happened. Imagine my surprise when my LED lightstrips start going out behind my screen and I go to Best Buy and I'm told that they will have to send it off for repair. When I show them my insurance paperwork and said I needed a replacement, I was told that the salesman was confused and they had no such insurance.
I explained that I use this laptop for my work and I had to have it. I was told it would take 1-2 weeks to repair and I could be given a loaner and was showed what "open box" laptops I had to choose from. I was also told they could give me the hard drive out of my laptop so I wouldn't have to worry about my customers info floating around. I got handed off to another Geek Squad agent. He started the paperwork and when I asked about getting my hard drive he said, no. That it had to be sent off complete. So I took the laptop home and did a complete back up to my external hard drive and took it back to the store within a few hours. I dealt with the guy I talked to at the end. He told me about 1-2 weeks and when I said okay, and that I needed loaner he nodded okay and just kind of brushed me off. I stood there for a while and mentioned it again when he came back out front and got the brush off...again.
I finally said screw it and called my office to work out something w/my boss to get through the next few weeks.
My laptop has shown in repair since the 25th of October. When I tried to call my local store this past Friday the 5th of Nov. I got the spill about an automated call upon shipping back. I explained my situation and that I had to have this back and needed an update. I was put on hold 3 times for so long that it kept ringing back.
I finally gave up and called and called the Geeksquad 1-800 number and spoke with a very nice lady. She looked it up and told my they were waiting on the part but there was an est ship date of Novemeber 25th. I asked her that if I wanted to have it sent back and I have it repaired at my own expense what would I need to do. She said she wasn't sure and that I would need to speak to the store that I dropped it off with. I thanked her and hung up.
Today, 11/11, I wake up to an email saying my laptop was being sent back to the "vendor" to be finished being repaired. At this point I'm wondering who is the vendor. ASUS?? Is my possible ship date still the 25th?
I went by my local store this morning and spoke to someone directly. He was also very nice and when he looked up my info he said, he saw everything I knew and that was it.
I am starting to worry. I know a guy who works at a different Best Buy in the Geek Squad dept. When he found out I was having problems and that I sent it back to be repaired he told me I shouldn't have done that and I should have spoke with him before buying the insurance. I kind of blew him and was like, nah, it'll be okay. He has predicted everything that has happened so far. He's told me not to hold my breath on the 1-2 week repair time. I laughed him off. Now, I'm scared. What if my repair time turns into 6+ weeks or when I do recieve my laptop it is not what I paid for. What if I get a repalcement that has a smaller hard drive and a lesser graphics card. I'm keeping my fingers crossed he doesn't know what he's talking about on this other stuff.
As a CSR, I know what it is like to catch the brunt of someones anger for something you have no control over. That is why I go out of my way to be polite to other CSRs. But I also know how I treat my customers and think a company should provide their employees with the information they need to keep the customer up to date and happy. Any help on this would be greatly appreciated.
Ps: Sorry about writing a book, but I wanted all the facts and info to be complete.
11-12-2010 01:49 AM
Most computer repairs take an average of 2-3 weeks. Six or more weeks is highly unlikely. In the ~4 years I worked in the Geek Squad, but no longer, there has been only one time in which "repairs" took over a month and it wasn't even repaired; UPS had lost the laptop in transit. Needless to say, my store compensated the customer for the lost laptop and dealt with UPS on our side.Unfortunately, the employees at the Best Buy/Geek Squad have very little control of the shipping and repair of your computer once they send it out. All they can do really is inform you of the current status of the computer (which you can also do by visiting www.geeksquad.com and enter your service order number).
As for a loaner, the Geek Squad Black Tie Protection does not provide a loaner, however, some stores (read: some) will allow you to buy an open box laptop as a loaner and will issue you a full refund upon its return when your computer comes back from service. This is not a loaner program nor is any Best Buy store obligated to do it. This was just a clever solution some Best Buy stores have come up with in order to serve the customer. This requires manager approval.
11-12-2010 02:59 PM
11-12-2010 04:40 PM
Having to part with your computer for any length of time is always difficult, so I can imagine how frustrated you must feel. Not being able to obtain any specific updates certainly doesn’t make the situation any easier, especially if there was any confusion regarding our repair process when you purchased your laptop. Rest assured though that I’d be glad to help you out.
I’ve sent you some information regarding your laptop’s repairs, so please make sure to check your private messages. You can check your PMs by signing into the forum and then clicking on the letter icon in the upper right-hand corner of the page.