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New Member
Posts: 5
Registered: ‎07-18-2017

BIOS issue - Geeksquad didn't address an issue they caused

Hi, 

 

So I recently bought a Lenovo laptop that has it's BIOS locked. I called the bestbuy and explained that it was an open box but that I had not changed anything hardware wise, but I needed the password. They said to come in so they could take a look. I agreed and brought in the laptop. I spoke to one of the Geeksquad employees. He first turned on the laptop without asking. As it booted and he stared at the laptop in silence, he then tells me that they don't touch the BIOS. I tell him that if they were the last ones to touch it, and they check everything, then either they set the BIOS password or they didn't check it.

 

I ask him how it could have been set and then sold to me? He tries to brush the question aside saying "It's not Windows installed". I then tell him that the OS does not play a role in the BIOS password whatsoever. He then re-iterates that they don't touch the BIOS. What I would like to know, is the following:

 

1. Does Geeksquad not actually check the computers? Since the BIOS takes about all of 10 seconds to check

 

2. Does anybody at Geeksquad know what the BIOS is? I thought an A+ cert was required.

 

3. If they didn't set the BIOS password and skipped it, then why was I sold a laptop with a locked BIOS?

Recognized Member
Posts: 166
Registered: ‎02-07-2011

Re: BIOS issue - Geeksquad didn't address an issue they caused

Generally with Lenovo, only a Lenovo service center can reset the bios passwords, unless it's one of their inexpensive models that show a reset code when you enter the wrong password to many times, then Lenovo can do it over the phone with proof of purchase.
Posts: 1,940
Topics: 10
Kudos: 160
Solutions: 122
Registered: ‎12-23-2016

Re: BIOS issue - Geeksquad didn't address an issue they caused

Hello iflores99,

 

Welcome to the Best Buy Community forums, and thank you for joining us. I’m sure it must be very frustrating and disappointing to not be able to use a new computer that you purchased due to a password lock on it. I spent many years as a Geek Squad Agent before moving over to our social media team, so I hope I can shed some light on this for you.  

 

We absolutely check any computer that has been returned or open boxed before selling it. That process involves completely wiping all data from the computer and performing a full system restore. The computer would have to be rebooted several times as we check to make sure it is working, so I’m sure someone had looked at the computer before putting it on the sales floor. I am not sure how a locked computer came to be sold to you, and I apologize that this happened.

 

I’d like to follow up on this for you as we definitely don’t want something like this to happen again in the future. If you could please send me a private message, using the link in my signature below, containing the customer service PIN from your purchase receipt, I’d appreciate it. Please also let me know the current status of the computer, whether you still have it or whether you returned it or if it is being serviced to try to remove the password. If you still have the computer I’d like to see if we’re able to help you out with it at all.

 

Thank you,
 

Kyle R|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎07-18-2017

Re: BIOS issue - Geeksquad didn't address an issue they caused

Appreciate the reply, but I'm not here to resolve an issue the laptop was purchased with.

Posts: 1,940
Topics: 10
Kudos: 160
Solutions: 122
Registered: ‎12-23-2016

Re: BIOS issue - Geeksquad didn't address an issue they caused

Hi iflores99,

 

Welcome back to the forums. Thanks very much for getting back to me on this.

 

I have received your private message and I will be replying to that message to continue this conversation, as we respect your privacy. You can check that message by logging in to your forum account and clicking on the orange envelope in the top right corner of the screen.

 

Sincerely,

 

Kyle R|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎07-18-2017

Re: BIOS issue - Geeksquad didn't address an issue they caused

In case anybody has found this post or is wondering what happened. I still have a broken laptop with a locked BIOS. ISSUE NOT RESOLVED. OUT ~$400

Recognized Member
Posts: 166
Registered: ‎02-07-2011

Re: BIOS issue - Geeksquad didn't address an issue they caused

What model is it? Is it just an admin bios password or does it prevent booting. If you enter the wrong password a few times does it give you an unlock code.
Posts: 1,940
Topics: 10
Kudos: 160
Solutions: 122
Registered: ‎12-23-2016

Re: BIOS issue - Geeksquad didn't address an issue they caused

Hi again iflores99,

 

Welcome back to the forums. I’m sorry to hear that your computer is still giving you trouble.

 

As I mentioned in my previous posts and messages to you, I’d very much like to look in to your purchase to try and help you get this resolved. I will need some transaction information from your purchase in order to do so, however. If you placed your order online, the order number would be helpful. If your purchase was made in a store, I’d need the customer service PIN from the bottom of your receipt instead.

 

If you don’t have that information, instead I may be able to use the date of your purchase, the total value of the purchase, and the store location of the purchase to find the information I need. If you used a My Best Buy account along with your purchase, your membership number or the associated phone number would be helpful as well.

 

Because we respect your privacy, please send this information over to me via private message in there same way you sent the previous message, rather than posting it in this thread.

 

I look forward to your message so I can get to work on helping you out.

 

Thank you,

Kyle R|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 5
Registered: ‎07-18-2017

Re: BIOS issue - Geeksquad didn't address an issue they caused

I've done research on the model and it doesn't have a master password or way to attain it. At no point did I say it didn't boot, that's not the problem. THE BIOS IS LOCKED AND CANNOT BE ACCESSED. I can't change EUFI settings, I can't change boot order, I can't change several things.

New Member
Posts: 5
Registered: ‎07-18-2017

Re: BIOS issue - Geeksquad didn't address an issue they caused

Follow up to anybody seeing this

 

"

Hi again iflores99,

 

Thanks again for getting back to me about this computer.

 

I see that you mentioned in your previous post that you are no longer in need of assistance with your computer. I hope that means that we were able to get it working, or that you were able to return it. If not, and you are still in need of help please let me know and I’ll see what options we may have."

 

Here's what you can expect.

In case you're wondering, I did message them. They ignored the first one.