Small Business & Home Office

[kjohnson]

I would NEVER recomend ANYONE to buy from Best Buy!! I have only had my Dell laptop for 2 months and I have had more trouble from Best Buy than it's worth.  My computer kept freezing up and messing up in general and I feel like I have ran around the world trying to get it fixed!  I would call one Best Buy and they would tell me to go here.  So i would go where they told me to, and they would tell me they couldn't fix it for free.  Which, i refused to pay more money for it when i just bought it.  Some people at Best Buy seem to know what they are talking about but most of them...NO!!  I was misinformed when I bought the laptop and that has caused me more trouble than should have ever came up.  I would not recomend anyone to buy from Best Buy OR buy a Dell!!

[Phil]

I'm not choosing sides here but if you were having software problems, no matter who you went to, they'd have to charge you for the service to fix it. Why? Because the software problems are not physical problems or problems caused by the hardware. Even if the drivers for a hardware device cause it to stop working, the drivers are software. Now, depending on the type of software issue you had/have, you can try calling 1-888-Best-Buy and they may be able to troubleshoot your computer over the phone but again, software isn't something that is covered and usually requires a charge, unless it is something really simple that they can fix in a couple of minutes. Goodluck, but don't blame or judge Best Buy and Dell because of one experience. Yes, first impressions are major, but also, it's not fair to judge a whole company on one person, item, or policy.

[Aaron-GS Community Connector]

Hey kjohnson,

As far as software issues are concerned, Phil is correct – manufacturer warranties typically do not include coverage for software-related problems.  While this may be a fairly broad blanket statement, “software-related” typically refers to any problems caused by viruses, spyware or the computer’s operating system itself.  There has however, been some confusion regarding what options are available for customers that purchase Dell computers from their local Best Buy ® store or BestBuy.com. 

Due to the arrangement that we have with Dell, all technical support and warranty services on Dell computers purchased through Best Buy ® must be obtained through the Geek Squad ® counters at your local store.  Unfortunately, what this means is that if one of our technicians were to determine that the problems you are encountering are software-related – and not hardware-related – you would be provided with an estimate for repairs.  While our partnership with Dell is a fairly recent development, our stores should still be very familiar with the processes; I am sorry if you have not found this to be the case in your communication with the stores.

Regardless of the situation at hand, I would strongly suggest that you seek the assistance of a Geek Squad ® agent at your local store and request a diagnostic if one has not yet been performed.  Again, I do certainly apologize if there has been any miscommunication on Best Buy’s part regarding your available options.

Agent Aaron
Geek Squad ® Community Connector
Go Ahead. Use Us.

[GixxerKitten]

I've purchase 4 laptops in the past 90 days from Best Buy. I'd purchase a Dell, it would go crazy, Geek Squad can't fix it. I have to get another one. Ok, so I exchanged and got another one. Same problem. Ok, I exchange AGAIN, and get another one. Geek Squad can't fix it or should I say WON'T because I don't have a service plan. I smell a rat here.

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GixxerKitten wrote:

I've purchase 4 laptops in the past 90 days from Best Buy. I'd purchase a Dell, it would go crazy, Geek Squad can't fix it. I have to get another one. Ok, so I exchanged and got another one. Same problem. Ok, I exchange AGAIN, and get another one. Geek Squad can't fix it or should I say WON'T because I don't have a service plan. I smell a rat here.

There's

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go ready what phil wrote again.

not just geeksquad, no matter where you purchase the computer, software-related issue will not be covered by any warranties, nor any manufacture warranty. not even manuafactures support it.

nowadays you can purchase the Geek Squad Black Tie Premium Protection Plan. It now does cover if you get a virus they can remove it for you so you won't have to pay a whole lot of money for it. to see the full benefit of the plan, please go visit a nearby best buy. go talk to the geek squad agent (they may know more about what the plan covers in detail where a sale agent may not know.)