The short version:
I brought my PC to GS for repair after it failed to boot up following a crash. Tech on-site uses workstation to quickly diagnose a probable motherboard issue and tells me that the computer will have to be sent out to Bumble, KY, for repairs. Fortunately, the computer is covered under warranty.
Two days shy of the five-week mark, I walk into my local BB and ask if the PC has yet been returned. Ta-Da! It's there! The tech brings it out, has me sign off ...and then realizes that the backup DVD was never made, so I'm out $99.00 and possibly all of my data is kaput. I ask him to hook up the PC so that we can quickly ascertain the status my hard drive's contents. And that's when we discover that ...
The computer does not boot up. At all. Nothing. No "blue screen of death", just the "black screen of skroo-you-I'm-still-broken". The GS manager (who's too busy to speak to me in person) tells the tech that the PC has to go back to Bumble for additional testing/more repairs. Knowing that the local tech had precious little to do with this, I calmly accept that he can't fix it, take my paperwork and leave - without my computer. Again.
Right here, right now as I type this, I'm looking at the "eyes only communique" that has several checkboxes on it - all of which indicate that the computer was inspected, properly and completely booted on three separate attempts and then checked out of the repair facility. It was "completed" by Team #35, Agent # 720375 (the agent number may be wrong - his name is Matthew Johnson). So my biggest question is whether the tests were completed at all, or if the agent just wanted to be done with the PC after five weeks of repairs.
Just because it's "free" (no cash outlay - it's covered under warranty) is no excuse for craptastic service. I used to really like BBY and would actually defend them to the few that I know that would rail against their customer service. Sadly, I'm about to change my tune. This completely and totally sucks. To add insult to injury, my Discover card account was cracked this week, so the company had to shut off my account and issue a new card. Because there's no longer a matching account number, BBY can't issue a credit to offset the backup DVD that was never made. At best, I can get a store credit.
The chances of me ever setting foot inside BBY again (other than to get my PC - if it's fixed) are somewhere between slim and none. I cannot imagine that I'd have reason to use a gift card, or that said gift card would help to offset the value of the data that's been lost by the tech that failed to backup my hard drive prior to shipping out the PC for repairs.
Fortunately ...there's a Circuitous Cityscape less than 15 minutes from my house. At least I've still got a big box in which to shop for tech-type stuff on the weekends.
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