Manufacturer Warranties and Protection Plans

[cz]

FROM SEATTLE WA....  NORTHGATE BEST BUY STORE     

I bought a computer from Best Buy just over a year ago and also purchased an extended warranty...  

I was trying to install the software for my new DSL modem and stupid windows VISTA kept telling me that I was not the administrator so couldn't install it.  After several phone calls I was told my LAN Card (?) was not recognizing the modem & needed to be checked...  So I naturally took it to the Geek Squad. 

I told them everything that had happened (they never wrote anything down about my problem) they ran a program found out I had a virus - well actually ad-ware that acts like a virus and said I needed it taken care of. 

After several phone calls, several disconnects, my husband going to the store to complain about all the disconnects and rude operators and two and 1/2 weeks of them having my computer they still haven't fixed it!!!!!! 

Just yesterday  they said they needed permission to reinstall the OS because it was damaged by "the virus" - I gave them permission to do it over a week ago!!!!! At that same time they said all the hardware was working fine.....    Then they call and say it isn't and has to be "sent out" for warranty work. 

The guy that works on our computers a my place of employment - said it should have only taken about 2 & 1/2 hours to remove the "virus"..  the OS should not have been damaged and need to be reinstalled and if the LAN card is damaged it should take about 5 minutes to replace it.

No more "Rip Off Squad" for me....   Anything other than warranty work will be done someplace else....

My next computer wont be bought at Best Buy....!  

[Phil]

Well, there are some true points, but also negative ones. Honestly, if they card was bad, yes, take it out, put a new one in, install the drivers, overall, it should take 5 to 10 minutes.

For the virus, it depends, I've seen some that you can remove in less than an hour, and some that can take multiple scans or manual removals that take over 4 hours. Believe it or not. Why? The programs scan EVERY file on your computer and these days, these computers come with so much software which has so many single files running it properly.

Also, viruses are designed to damage/corrupt the OS, so it is possible that that is what happened.

Finally, there are very few agents at the store, and MANY customers daily, so it is obviously going to take some time for assistance depending on the issue. That's why they offer over the phone support, 24 hours a day, which makes things easier in some situations.

[Aaron-BBY Community Connector]

Hey cz,

 

I’m sorry to hear that you’ve been running into difficulties with your local store and that repairs have taken longer than initially expected.  Obviously, it is our company’s goal to make sure that all repairs, diagnostics and other services are performed in a timely fashion, but there are a few things that may directly impact how long any requested work may take.

 

First, please be aware that all of our stores operate on a “first-come, first-served” basis – if other customers have brought their computers in for repairs prior to your visit, our policy is to work on those computers first until repairs are complete.  Depending on the nature of the work being done and time of year, our technicians may not be able to examine your computer the same day that it is brought into the store.

 

Second, technicians may periodically require confirmation from you that you’re okay with the next step in the repair process.  Specifically, whenever viruses and spyware have been identified (but cannot be removed), technicians will ask for permission to format your computer’s hard drive and/or reinstall the operating system (O/S)…even if you have previously given them permission.  The reason we do this is to allow our customers the opportunity to back-up their data, as both formatting a computer’s hard drive and O/S reinstallation may result in the loss of saved information.

 

Last, but not least, Best Buy® is not always be able to complete hardware repairs in-store.  For many desktop models – and all laptops – repairs may need to be completed by a manufacturer-authorized repair technician at one of our off-site service facilities.  While our in-store technicians are always able to provide basic software services and hardware upgrades, physical repairs may require additional OEM parts that may not be immediately available at any given store location.  Please also keep in mind that simply replacing a defective component when there are additional software issues does not necessarily guarantee that the problem you’re encountering will be resolved.  Software issues (viruses, spyware, O/S errors, etc.) typically must be addressed as well for any replacement hardware to function properly.

 

Thanks,

 

Agent Aaron

Geek Squad® Community Connector

Go Ahead.  Use Us.

[geek01]

Actually I don't think anybody at the geek squad knows what they are doing.  I bought a Panasonic 50" plasma on Friday and had it delivered on Sunday at 5:00pm. At 5:20 pm the sound on my hdmi channel went off.  I had to use the tv imput to hear the sound and that made the picture non hd.  I spent 2 hours on the phone between Sunday evening and Tuesday evening.  I have not even gotten a call back even though I was promised one three times.  I am at work still waiting for someone to contact me.  Thank goodness the sales people at the store understand customer service.  Last night after hours Mario showed up at my front door and had the problem solved in 15 minutes.  Now I will try and get a refund on my weak squad extended warranty and go with the extended warranty from Panasonic.  I like the store, but the weak squad sucks.

[HELLO2U]

Dang, and I thought Geek Squad was royalty... I was a little disappointed (more like OUTRAGEOUS) when I got home with my HP 22" TouchSmart and found out I had the worst graphics card ever. The Intel X3100, AT ITS WORST. I was expecting Geek Squad to at least give me a decent gaming card. I had them check it out and install an AntiVirus, etc. I'm so sad that I had bought this computer instead of a laptop made for gaming. But really, I would've EXPECTED Geek Squad to SEE the graphics card and CHANGE it for me to a BETTER, DECENT-ER one. But thanks. You guys were great. Like wow. Geek Squad? Yeah, I'm still rooting for you, but... pay attention... to everything.... not just what the customer wants.. but what the customer should receive.