02-06-2019 10:57 AM
I have had an absolutely horrible experience with Best Buy repair service/Geek Squad, and I'm writing with the hope that someone will finally respond with some assistance. I dropped off my computer for repair on January 5, 2019 and was told I should have it back within two weeks. I was also discouraged from backing it up to an external hard drive, as the store agent said it would cost an additional $100 and there was no need for it. Since then, I’ve been emailed to approve the same estimate three times and spoken with numerous call center agents who have no information about what’s wrong with my computer or why I’m asked to approve the same estimate (one agent admitted how bizarre this is). I’ve been told four times in past weeks that my claim will be elevated and that someone from Best Buy will call me back within two business days with an update. I’ve never received a call back.
With the fourth request to approve the estimate (one month after leaving my computer with Best Buy), I rejected the estimate and told the agent to send my computer back to me. I was told I’d receive an email with the tracking number for my computer return, which I have not received. At this point I’m concerned I’ll never receive my computer back, and it’s clear to me that no one at Best Buy has any interest in customer service or addressing my concerns. It’s shocking how poor the customer service is. I’ve been a loyal Best Buy customer but I can’t imagine ever going to Best Buy again after this experience.
At this point I’d like to understand what has happened and why I’ve been treated this way. I also would like to finally have an update on my computer and when I’ll receive it back. I don’t even want it fixed by Best Buy as I have no confidence in the company; I just want my computer back so I can get my documents, pictures, etc to an external hard drive. Then I can decide whether to have a more reliable company fix it, or buy a new computer (from somewhere else).
02-06-2019 11:12 AM
Thanks for joining us at the Best Buy Community forums. I apologize for issues you’ve had with this repair. That isn’t the kind of service we want to provide.
Please send me a private message, through the link in my signature, with your name, email address, phone number, and service order number, if you have it.
That should let me check that order out and see if I can get you an update.