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New Member
Posts: 2
Registered: ‎11-16-2022

Best Buy has had my laptop since August

Hello. So I have an hp spectre I bought along with the orginal 3 year protection. Something ended up getting spilled on it and it would no longer turn on so I took it in to the store. The store told me they could not find the protection under my name. So I then reached out online to customer service who was able to find my computer on my account but my protection was somehow linked to a random account. To which they told me they could not move and advised me to reach out to the store I purchased it from. Mind you, this is all at the beginning of August and I was about to begin law school so I could not afford to be without a laptop. I go to three different best buys in person and call a bunch of different managers at the best buy I purchased it from. He ended up returning my protection and just including my coverage under my total tech. To which he did not inform me that I would also have to pay $100 to send the laptop off since the total tech and the original coverage I had was different. Long story short, I ended up getting it sent of and paying the $100 because I needed a working laptop before school. The laptop came back around 2 weeks later, it now turned on. But it was damaged. Scratches and dents all over. They had to send it off again. This time the camera switch didnt work and some keys were unresponsive. It came back two weeks later. At this point I had the geek squad managers number and he would just text me and let me know something else was broken so they had to send it back again. This continued all the way until two days ago. I lost track of how many times they sent it back, at least 7. We are in the middle of November and I have not had my laptop and now I have finals I am required to take on a laptop. He texted me and told me he is 100% sure it is okay now. I go in and sign the paperwork and I tell him after everything they've done i'm sure they missed something but I have finals to take and I need to have my laptop so that will have to be a problem for another time. I get the laptop back and now the fan is constantly on, even when I have a singular tab open and the finger print reader no longer works. Disapppointed I paid around $2,000 for this laptop on top of getting it protected, and geek squad can't even fix problems they created. I have an I7 with 16gb ram 1tb ssd and 32 gb optane. There is no reason my fan should constantly be running, especially as loud as it is, when I have one tab open. There is also no reason I should still be having problems when Geek squad has had my laptop since the beginning of August and they spent the majority of time fixing problems they created. 

New Member
Posts: 2
Registered: ‎11-16-2022

Re: Best Buy has had my laptop since August

Side note, the manager requested a junk out multiple times to which the service center declined because it hadn't been sent back for the same issue enough times. Even though the issues were things they kept creating. The manager said he would have refunded it for me if possible but the sku is not in the system anymore. 

Posts: 112
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Solutions: 2
Registered: ‎11-08-2021

Re: Best Buy has had my laptop since August

Hello, daisha33.

 

Thank you for reaching out to us and welcome to our Forums. 

 

Here we can provide assistance with any situation or question that you may have. Making sure you have a working computer is very important and I understand your situation. I would like to take a deep dive into your situation and see what we can do to provide additional insight into the matter. When you can please reach out to us via private message with your full name, telephone number, email and service order numbers. There we can go into more detail and discuss private information. Please let us know as soon as possible. 

 

Thank you, 

Riley|Social Media Specialist | Best Buy® Corporate
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