10-20-2018 04:41 PM
10-20-2018 05:36 PM
10-20-2018 06:36 PM
Thanks for the response. I do not know what is the criteria for "under Geek squad protection". The first Geek squad help I got was nearly an hour spent on my machine for no cost, does that mean anything? The Geek squad supervisor was just repeating that the ONLY thing he could do was to send it in to the manufacturer and seemed clueless about any option to give me a replacement while I waited, and stated he could not exchange my computer for another.
In contrast, the geek sqaud technician who I worked with the night before, he said they usually send them in with this probelm and that they likely would not be able to fix it anyways, per his understanding and said that sometimes they do give the customer a new computer instead. He was recommending the new computer option to his boss, I think on the basis of my extra special need for the computer as my main job search mechanism as I am out of work.
10-21-2018 12:05 AM
10-21-2018 12:35 AM
Thanks for the response. Apparently no, I do not see a geek squad line item on my receipt. By the way, my computer is fixed now. How might you ask? I called HP and the customer support rep took 2 minutes and downloaded a latest driver from Realtek.
Why might you ask? because a latest Windows update has a conflict with the old version of the realtek driver.
Failure 1: Your Geek squad manager not having the technical competency to be up to speed with something as basic as a WIndows update conflict\defect with a key driver on the HP laptop and probably other laptops with the same soundcard.
Failure 2: Your Geek squad manager being so inflexible as to only have the option to take my computer for 3 weeks and not understand\care, that is not an option for the customer.
Failure 3: Your store manager or policy, not simply allowing me to do a instore return and exchange for a correctly functioning computer... not asking to be as you put it "Given a computer" asking for my customer experience to be respected and for your store to hold up there end of the transaction, where my end was giving your money for the product.
Overall Failure: Best Buy not caring about the customer experience and thinking a poor customer experience is ok.
Result: This customer will no longer by any major electronic items as Best Buy, based on this very salient and revealing experience with your store. This customer will go to Costco or any other store possible for any future laptop, tablet, or TV buying and be rest assured that if something like this goes wrong with their purchased product, they can simply return it and get a new one. No Geek squad ineptitude, No store manager trying to sell me another computer that I can use (ie. take responsibility and liability for) as my originally purchased computer gets shipped off for three weeks for what in this case, was a 5 minute level of effort fix for a basic OS, Driver incompatability issue that has been around since before Windows was ever a OS.
Apparently you guys do not care about this, but I do and I will share this experience with as many people as I can on social media and whenever the opportunity arises beyond my initial share. Opportunities such as somebody on facebook asking... hey, where should I buy my TV, or tablet, or Kindle... I will tell me that whatever they do, do not buy at Best Buy. They may even just ask, what TV should I buy... I will tell them whatever they do, do not buy it at Best Buy. I will then also, offer them the name of places to go, other than Best Buy. I think I have made my point.
Not caring about a good Customer experience is so 1990's... you guys really need to work on that. Or not.. your choice.
10-22-2018 02:59 PM
Good Afternoon johnjaymullins,
Welcome to our community! I’m sorry to hear that your new laptop isn’t working as expected and it needed a repair just after few months of owning it is certainly frustrating. Thank you for your patience as you had waited for our reply.
As jodd836 and deusexmachina mentioned that limited options would’ve been available to assist you if you didn’t have a Geek Squad Protection Plan. Sending your laptop off for review at a Geek Squad Service Center was the best option available. I’m happy that that manufacturer was able to step in and help you with a fix promptly after contacting them. Our Geek Squad agents do their best to be on top new information, but sometimes knowledge gaps can occur. We appreciate that you brought your concerns to our attention.
Can you please send me a private message with your full name, phone number, email address, and the Service Order of your laptop repair? I’d be happy to ensure that your concerns are completely documented here at our Corporate Office for further internal review. A private message can be sent by choosing the blue “Private Message” button.
|Mariah|Social Media Specialist | Best Buy® Corporate|
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02-02-2019 06:06 AM