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New Member
Posts: 8
Registered: ‎02-11-2019

Computer Brought in for Repair and Never coming back

Brought in a computer to have a network card and a hinge fixed.  Brought the computer into Best Buy Geek Squad in December.  Thought it would be back in plenty of time to get fixed and be ready for him to bring back to school. 

 

It is now February.  All through Januray I called the store, I called the geek squad number, tried the support chat.  I got no information on the repair other than that parts were on order and had not come in yet.  Repeatedly asked for information on when the part would come in as the original anticipated date to receive the part was well past due.I was told someone would call me.  I was told that it would be escalate.  No calls.  No evidence of an escalation all through January.  Asked that I have a point person so that I didn't have to talk to someone new each time.  Asked that someone keep me updated.  No luck.

 

First week of February, I call for an update with yet a new geeksquad agent.  I am told that the notes say the screen is cracked.  What?  They recommend I go to the store and talk to someone personally.  I go to the store.  They know nothing and let me know when the manager will be in.   That morning I get a voice mail that the screen was cracked during repair.  I wait another week and a half with nothing new.  Finally today I'm told they are scrapping the computer and sending back the hard drive and giving us a credit for a computer but no detail.  Ok, my son has gone almost two months now in his senior year of college, trying to get through his engineering courses, without a computer.  He loved that computer and is not happy about having to look for a new one.

 

Best Buy, who can I talk to in order to get this resolved quickly.  In this day in age it is difficult for a college student to get by without a computer.  We trusted you with the computer repair and almost two months later we still don't have a working computer for my son.  How can I escalate this issue and get some resolution quickly?  Please don't ask me yet again to call the central Geek Squad number.or the store.  Please do the right thing and get this resolved this week.

New Member
Posts: 8
Registered: ‎02-11-2019

Re: Computer Brought in for Repair and Never coming back

Contacted Geek Squad again today.  Still nothing new.  Has anyone had success escalating a repair with Geek Squad?  Everyone tries to be helpful but no one has the authority or ability to get to a resolution.  I've been told all through January that the repair would be escalated.  Appears that it never was.  Now told the computer is not coming back due to damages occurring while they attempted repair but no specifics on compensation.  I've been given inaccurate information about my repair either intentionally or unintentionally for almost 2 months now.

 

Has anyone had any luck with Geek Squad being able to help them when a repair goes bad?

Posts: 1,782
Topics: 50
Kudos: 236
Solutions: 88
Registered: ‎10-19-2017

Re: Computer Brought in for Repair and Never coming back

Hey, Hanusm,

 

Thanks for reaching out to us about your Geek Squad experience. Senior year is a big deal and having a computer that works is an important tool for success. I’m going to help research and find a solution for you and your son. I noticed you also reached out to us in a private message. Please look out for my note back to you there.

 

Thank you,

Kayla|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 8
Registered: ‎02-11-2019

Re: Computer Brought in for Repair and Never coming back

Kayla:

 

I have received your private message that you will escalate and that I will hear back in 72 hours.  I have heard this for the past month and have yet to hear back.  How long can this go on?  It is a big deal that my son is without his computer for 2 months.  I had hoped that Best Buy/Geek Squad would treat it as such.  Tried to call Geek Squad at the store but no answer.  As requested, please have someone call me back today.  I was told many times to wait 72 hours and it is way past 72 hours at this point.

Posts: 1,782
Topics: 50
Kudos: 236
Solutions: 88
Registered: ‎10-19-2017

Re: Computer Brought in for Repair and Never coming back

Hello hanusm,

 

I truly appreciate that you’ve been waiting much longer than we would like and assure you that I am dedicated to finding an option for resolution of your situation. Our team communicates primarily through the forum. If you would like to speak to someone on the phone you can feel free to contact the Geek Squad customer service line at (800) 433-5778 or Best Buy customer service at (888) 237-8289 or (888) 237-8289.

 

I would like to continue working with you here, though. As I mentioned in my private message, I’ve reached out to my internal partners to further inquire about your situation and possible resolution. While it can take some time to hear back from these partners, I will be sure to let you know as soon as I have more information for you.

 

Respectfully,

Kayla|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 8
Registered: ‎02-11-2019

Re: Computer Brought in for Repair and Never coming back

As mentioned I have called the geek squad numbers in your reply several times being told they would escalte just as you have told me but here I am weeks later being told the same thing.  I was told weeks ago by both the central geek squad agents and by the local geek squad agents that the issue would be escalated and that I would hear back in 72 hours.  You should see several unsuccessful escaltions in the repair notes.  Are you escalating to someone different?  If not, then likely will get the same results of no one responding.  I have been very patient but being asked repeatedly to wait 72 hours without any response is getting frustrating.  Please tell me what is different about this escalation.

New Member
Posts: 8
Registered: ‎02-11-2019

Re: Computer Brought in for Repair and Never coming back

After being told by geek squad that the compter needed to be junked becuase of damages incurred during the repair, I just got a message that the computer fix is under way and that the computer is being shipped back today.  Who can I talk to that really knows what is going on?

Posts: 1,782
Topics: 50
Kudos: 236
Solutions: 88
Registered: ‎10-19-2017

Re: Computer Brought in for Repair and Never coming back

Hello hanusm,

 

I am aware that you have been calling, which is why I let you know I wanted to continue working with you here. To that end, I have continued to work with my partners on your behalf. I’ll be happy to discuss this situation and the details further. As we care about your privacy, I’ll be sending you a private message shortly in that regard.

 

Thank you,

Kayla|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 8
Registered: ‎02-11-2019

Re: Computer Brought in for Repair and Never coming back

Just want the computer back.  Yet again hoping it arrives tommorow.  It's been 49 days for a fix we were told would take 14.

New Member
Posts: 8
Registered: ‎02-11-2019

Re: Computer Brought in for Repair and Never coming back

Still don't have the computer back.  It arrived back in the store but they would not prioritize it to get it back to us today.  Hoping to get it tommorow at 2 PM.  They did run the diagnostics and ends up they actually did not fix the network card.  So waited almost two months and they didn't even complete the fix and they didn't even have the decency to tell us that the computer was being shipped back without the fix.