11-10-2019 02:18 PM
Best Buy tried to charge us over $800 to replace a motherboard on an Asus laptop that was covered (for free) under the manufacturer protection plan. Luckily they couldn't get the parts (they said the laptop was "too new"!?). I approved paying this money under totally false pretenses.
We bought from Best Buy for the personal touch and 'service' but Geek Squad only cost us time and pain. They made more than 5 mistakes on a single repair order.
Is Best Buy in-store purchase really the only one *excluded* from Asus' ADP? Are employees informed *not* to tell buyers about Asus' own protection plan so they can charge you unnecessarily?
This seems like a clear example of where physical stores should be better than online purchases but was totally the opposite.
11-12-2019 02:38 PM
Ok, no Best Buy reply thus far. I'll add more detail on one of their issues:
A month after drop-off, Track Your Repair showed that they'd "received the parts we need to complete your repair", followed some hours later by "We've completed work on your device". A few days later they shipped the device and it was "ready to be picked up".
We arrived with my 11yo son to pick up the fixed laptop. He was very excited after more than 6 weeks of waiting, and I had prepared to pay the $800+.
Then, actually, no. They had not done the repair. Standing there was when we heard they "could not get the parts", all of this had achieved absolutely nothing, the laptop was "too new" and we should call a local repair shop, maybe they could get the parts.
Great. How does this feel Best Buy? Any other way you can help?
11-12-2019 03:45 PM
Welcome to the forums!
I appreciate you joining us on the forums and writing us about your situation with your MacBook and visit to your local Best Buy store. I know I’d be reaching out to someone if this were to happen to me as well, and I am here to help where I can. Having The Geek Squad look into your issues, is supposed to make these types of situations simple. This is not the experience I want for you and I’d like to look into this further for you.
Please, private message me with your full name, phone number, e-mail address connected to your BestBuy.com, and the store location you visited. To send a message, simply click on the “Private Message” button next to my signature. Let me know if you have any other questions.
11-20-2019 08:37 AM
Nick, that's true and confirmed by both Best Buy and Asus. If you buy an Asus laptop in store, it's excluded from the Asus ADP. So my recommendation:
** Do not buy an Asus laptop at a Best Buy store **
Second, Best Buy confirmed that they could not lookup manufacturer coverage. So it's basically 'normal' for them to charge me $800+ for a covered repair. This leads me to my second recommendation:
** Never ask Geek Squad to do repair on an Asus laptop **
If price is your only decision, you buy from Best Buy online and don't expect service, I can see how you (not me) might still buy an Asus laptop from them.
I don't know how far this extends - is their policy similar for other laptops, computers, electronics, ...? Beyond my scope so you may want to check carefully before making these decisions.
11-20-2019 08:41 AM
Also, I'd mentioned more than 5 mistakes overall. Here's part of the message I sent to them, hoping it helps you avoid the same (like believing what you see in Track Your Repair)...
11-20-2019 08:51 AM
Finally, a word about this Forum. It seems to be a "Customer Last" process.
Over 10 days I sent 8 private messages to Deysha, the Social Media Specialist above. The replies were friendly and seemed helpful but we were left to coordinate things with the store, even though the major issues were much broader. In the end, their policy is "this gets handled internally", so we're not updated about any resolution.
We also exchanged messages with the Geek Squad Manager who was likewise courteous. They admitted the communication error above. As they saw nothing else wrong they offered a small gift card for our troubles. This was not very satisfying - does not really even cover the time spent in the Forum.
Hopefully this at least saves others similar troubles. Cheers.