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Posts: 1
Registered: ‎10-30-2017

Bad customer support

[ Edited ]

I recently took my Lenovo lap top in for service. It had gotten mal-ware on it that was making it run slow. I also want to get a quote on replacing the touch screen since it was cracked in the upper left corner. This was done over a year ago while I was on a business trip. I opened the tablet and showed the geek squad the crack, they advised that repairing that would require sending it out and would cost $300 or more to replace. I told them not to do that, but to take care of the running issue. The tablet was cloosed and I left it with them. After picking up the tablet, I went to use it at home I found that the rightside would not close properly. The screen kept coming apart in the lower right corner. This was not a problem before I took it in. I took it back to geek squad and showed them the problem. They found the right hinge to be broken and blamed me, saying that it must have been broken when I broke the screen. I told them that the screen had been broken for over a year and that I did not have this problem when I dropped it off. They got the geek squad manager who thought he might be able to fix the hinge, he could not. He advised me that if he sent it out it would cost me several hundereds of dollars to replace. I again, stated it was not broken before I brought it in. He said no way for that to be proven. He offered to get the store to discount a new/open box computer.  I told him no, that I just bought this computer from this store 2 years ago and should not have to buy a new one. I made a formal email complaint to the store manager, who never contacted me back. I was orginally going to right this off to expierence, but the more I think about it the madder I get. I understand that the stores have people trying to scam all of the time. But, you need to be able to determine who is scamming and not just write everyone off.  I spent 4 years in the Marine Corp and the past 29 years as a Law Enforcement officer. My integrity is what made me successful in this career.


This is the type of bad customer support that makes people stay away from your store. Not only the lack of response, but the lack of empathy. 


Michael {removed per forum guidelines}

Posts: 6,691
Topics: 125
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Registered: ‎11-30-2015

Re: Bad customer support

Hello Michael,


Welcome to the Best Buy Support Online Forum Community! I appreciate the time you’ve taken to share your Geek Squad experience at your local Best Buy. I’m sorry to hear that upon getting back your laptop it may not be in the same condition you entrusted it to Geek Squad.


Since physical damage was present when the unit was initially submitted, and I wasn’t there I wouldn’t be able to confidently discuss what may have occurred. Can you please send me a private message with the service order number? You can send me a private message by choosing to do so next to my name at the bottom. I’d be delighted to partner with your local Best Buy to see what options are available at this time. Please note I’d be unable to guarantee any further offers will be made than what you initially were offered, but I’d be happy to ensure this matter is properly looked into.



Mariah|Social Media Specialist | Best Buy® Corporate
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