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Posts: 1
Registered: ‎06-01-2019

Best Buy/Geek Squad dropped the ball, and I am stuck

[ Edited ]

I purchased an ASUS laptop model Q324UAK from my local Best Buy #382 (Denver West, 1400 Denver West Blvd., Lakewood, CO 80401) on 4/24/17. At the same time, I purchased a 3 year Geek Squad Protect and Support Plus plan (Service Plan Brochure # {removed per forum guidelines}) for the laptop.


Last week (4/29/19) I noticed that the body of the laptop was distended - it looked like a volcano was pushing up the keyboard and the touch pad had popped up out of its frame. I took it to my local Best Buy, address listed above. The Geek Squad technician at the counter (Justin {removed per forum guidelines}) immediately became excited and insisted on removing my battery to place it in a bucket of sand, which he said was the procedure he was trained to follow in these cases because the battery had become unstable. This would entail the removal of the bottom of the laptop, as it was factory sealed and did not have a battery access port like a lot of laptops have - in order to access the battery in this laptop, the screws in the bottom of the case would need to be removed. I allowed him to do this. When he returned to the counter, he informed me that they would have to send the laptop in for repair, and it would be 2 to 4 weeks before I either got it back or it would be replaced. I told him that that time frame was unacceptable, as I use my laptop extensively on a daily basis, and I could not do without a computer for that long. It also appeared to me that, since the case was so distended and the touch pad popped out, that the unit would have to be replaced. He referred me to a manager, Derek {removed per forum guidelines}. Derek told me that their hands were tied, that he would like to help me, but there was no Best Buy procedure in place that would allow him to do so, and that my only option was to follow the Geek Squad procedure entailing 2 to 4 weeks of down time. That was unacceptable to me, so I requested that the laptop be put back together and that I would pursue other options. We did discuss the possibility of me buying another computer to use in the meantime, and he offered to “give me a deal” on one. I was just about to do that, even though I did not want to. But - when Justin returned to the counter with my laptop, the case was flat - it was no longer distended, though the touchpad did not work. However, when the laptop was plugged in, the system itself appeared to work just fine, and so it appeared I could use it because I generally use it with an external keyboard, monitor and mouse anyway. Derek then offered to order a battery for me through my Geek Squad protection plan, and then I could bring the laptop back in to have it installed. So that is what we decided to do. We set an appointment for me to return to the store on Wed. June 5th to install the new battery. I received an email from Geek Squad Service (Service Order Number: {removed per forum guidelines}) that same evening that the battery had been ordered.


Last night I received an email from Amy {removed per forum guidelines} at stating “I apologize for the inconvenience, we are unable to order the battery you need. However, under your Geek Squad Protection Plan if you were to buy the part from any other retailer – online or in person - we can provide you a reimbursement.”


I did not buy an extended warranty so that I could chase the parts my laptop might need myself. I bought an extended warranty so that my laptop would be taken care of because I do use it daily and extensively. Best Buy is not taking care of it because they insist that Geek Squad protocols be followed. And even though those Geek Squad protocols have been followed, Geek Squad is not taking care of it and is trying to pass the responsibility of fixing the situation on to me. The only way I can use the laptop now is if it is plugged into AC. I did not buy a laptop so that I would be forced to be tied to an AC outlet.


I did look online for a battery for my unit, but there are none to be found. Not only did I look at Batteries+, but I checked out Amazon, eBay and did a general online search - there are no batteries available to the consumer for any Q300 series ASUS laptops. I suspect that this is because the battery is inside a sealed case that no consumer should have access to, only authorized service people - who should know how to get a new battery from ASUS.


I should not be expected to chase this situation any longer. I purchased a plan for taking care of my laptop in good faith that Best Buy/Geek Squad would take care of me. You would think customer loyalty would be worth something. I now have no battery, no way to get one, and a wonky computer I paid $949.99 instead of a fully operational quality laptop. I have done business with Best Buy for 20 years. I have referred all my family and friends to them in perfect confidence that Best Buy was a reliable retailer. Sadly, this is no longer the case.

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Registered: ‎10-19-2017

Re: Best Buy/Geek Squad dropped the ball, and I am stuck

Good afternoon, debrajonz,


Welcome and thank you for reaching out to us on the Best Buy forum! Having an issue with your laptop is certainly not pleasant. As you said that the battery was bulging, it’s great to hear that you brought it to us so quickly. Expanded batteries like that can be dangerous and it’s important that they go into the proper environment (our processes require putting the battery in a bucket of sand) as fast as possible for safety reasons.


Regarding options to assist going forward, while I understand that you’re seeking a different answer, given the information you’ve provided about the extent of the battery extending the casing along with a battery not being available through our store parts ordering system, sending your unit out to our service center for further assessment does indeed sound like your best option. A laptop replacement would need to be authorized by our service center for the store to complete such a service. As someone who works on a computer every day, I know it’s certainly not ideal to wait for the unit to be assessed, so I’m regretful of any inconvenience this may cause. You can see the terms and conditions that you agreed to for your Geek Squad Protection Plan (GSP) on our website here; just select the correct plan and date range from the drop down.


The sooner store agents have your laptop in hand to be sent out, the sooner the service center can begin their assessment. With that in mind, if you would like to return to the store to get that started, you should be able to make a reservation to speak to one of the agents there to get this started. See the “Computer Reservation” option on this page. If you would like to send me a private message with your full name, phone number, email address, and the day and time that you think you may visit, I can also send a message to the store leadership team on your behalf so that they can keep an eye out for you to stop in.


Again, I understand this isn’t the answer you were hoping for, but I hope that this has clarified your best option going forward. Please let me know if there are any other concerns or questions that I can help with here.



Kayla|Social Media Specialist | Best Buy® Corporate
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Posts: 2,086
Registered: ‎02-07-2011

Re: Best Buy/Geek Squad dropped the ball, and I am stuck

Not only did best buy do every thing they agreed to do in your original service agreement but I found multiple batteries for lap laptop on Amazon ranging between 65-75$..... just by searching for Q324UA battery....