06-02-2019 04:02 PM
We purchased an HP all in one computer on 12/1/2018. On 5/16 took it to Best Buy in Bloomingdale. They sat on it till 5/25. They said they didn’t have packing materials. The computer was received in Kentucky on 5/30. On 5/31 I received a call from them and they said the service center is behind and it will take 9 days for me to find out what is wrong with my computer. I spoke with Joey on 6/1 and they were going to give me a different computer, so we went into the store. They offered me a lenova computer. That was not acceptable. Them they offered me a HP with only 25% of the memory mine had and they wanted more money. SO, more money for less. ???? It’s now been 17 days and still don’t know what is happening. I did pay $99 for extra protection. Very disappointed in the customer service at Best Buy in Bloomingdale IL.
06-02-2019 05:46 PM
Welcome to the Best Buy Forums.
Having to deal with a malfunctioning computer can be quite frustrating, and I can imagine you're looking forward to having this resolved soon.
I understand a replacement has been approved under your computer's Geek Squad Protection plan. When you last visited the store, did you have a chance to speak to a manager? What was the resolution offered the last time you were there?
06-02-2019 07:13 PM
Yes, I spoke to Joey, manager of the day and Paul, sales manager on Saturday. I have also spoke with Wendy, operation manager, on Friday. It takes me over 20 minutes to get someone on the phone so I drive over there. It’s 10 minutes from my house. I have been twice and they did give me extension # so I can now call and it’s better.
06-02-2019 08:33 PM
I would like to clairfy my answer. Yes I spoke to a manager. They offered me a computer that was a step down from what I had. It wasn’t the quality of the HP. Then the offered a HP computer with 75% less memory, ( they said new technology) and they wanted more money. We had no resolution.
06-03-2019 10:29 AM
Spoke to Joey today. Asked if I can have a store credit so I may go to a different store to get a computer. He said no. I can only get one from him. I have to wait for my computer to come back from Kentucky and then if it is junk then I can get the credit. So now I am 18 days into this mess and probably will have to wait at least 5 more days. HELP PLEASE
06-03-2019 12:03 PM
Hey there, DianeKajdzik,
As someone who uses my computer daily for work, I can imagine how difficult it would be to go without your computer for that amount of time. Our Geek Squad Protection is meant to make your life easier in the event that something doesn't work as intended, so it's discouraging that this time hasn't been the stress-free support we strive for.
While the options the store has provided do follow our Geek Squad Terms & Conditions that you agreed to at the time of purchase, I can understand how the options aren't quite what you were looking for. Although I can't promise that I'll get a different answer, I'd be happy to connect with our Bloomingdale, IL leadership on your behalf to explore possible solutions.
For me to do so, can you please send over your full name, phone number, email and service number using the "Private Message" option in my signature below?
Looking forward to hearing from you!