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New Member
Posts: 3
Registered: ‎01-02-2019

Customer service??? That’s a joke!!

I bought a laptop from Best Buy 6 months ago...the thing died... I was told to take to geek squad... computer was returned for a new hard drive. After getting the computer back, it lasted 3 days and died again. I told Best Buy I wanted to exchange the computer for another one. I was told “ if you bought Best Buy protection, we can exchange it, otherwise you have to deal with the manufacture!” So if I agree to pay extra... I won’t get screwed!! Computer is still under warrenty.. but Best Buy says... tough! Lost a good customer today!!! I should not be extorted with extra charges fir the warranty to be honored!!!!
Best Buy Employee
Posts: 973
Registered: ‎01-09-2015

Re: Customer service??? That’s a joke!!

That's definitely not the best way to have presented the information to you, and for that I apologize.  While the addition of Geek Squad Protection would give you extra coverage and a clearly defined No-Lemon policy, ultimately waving that in the face of someone who opted to stick with Manufacturer Coverage is not very professional.  

 

When you are covered by the Manufacturer Warranty and outside of the Return and Exchange period, Geek Squad can typically perform repairs under that warranty to get you back up and running.  While we are performing the work, ultimately the provider of that warranty is the Laptop Manufacturer.  Likewise, to be able to exchange the defective unit would require a return authorization from the Manufacturer.  Every computer maker handles this differently, so reaching out to them would be your best bet should you want to go that route.  If they choose to issue a replacement, they might even allow it to be fulfilled by Best Buy.  

I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
New Member
Posts: 3
Registered: ‎01-02-2019

Re: Customer service??? That’s a joke!!

I’m amazed! I bought this computer at Best Buy. Obviously they don’t stand behind their products. If I had bought it on line... every place I deal with has a return policy for lemons. The fact that I was told.. it will be $150 fir geek quad to repair any software is total bull! All I wanted was to exchange it fir another one. I feel Best Buy should have handled that for their customers. A big corporation has a lot more influence then a single costumer. I’ll NEVER buy from Best Buy again. A 6 month old computer should not be dying on me!
Regular Contributor
Posts: 856
Registered: ‎02-07-2011

Re: Customer service??? That’s a joke!!

Yep, because Walmart definitely would have have returned it after 6 months, oh wait oops their return period is 15 days for electronics also, costco? Nope 90 days, amazon? Nope 30 days... hmm running out of choices.
New Member
Posts: 3
Registered: ‎01-02-2019

Re: Customer service??? That’s a joke!!

So I should be happy and overjoyed this computer died twice and the answer I get is. “ pay fir the extended service plan “. ??? The fact that the minute you walk out the door, and anything happens with the software... you have to pay 150 fir a repair!
Best Buy Employee
Posts: 973
Registered: ‎01-09-2015

Re: Customer service??? That’s a joke!!

If it is software related, you can always restore the computer at home without having to pay for that support.

I agree, it would not be something I would be thrilled to have to do but those are the options available.
I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
Valued Contributor
Posts: 1,685
Registered: ‎12-21-2009

Re: Customer service??? That’s a joke!!


@Funkydrummer196 wrote:
A 6 month old computer should not be dying on me!

Electronics fail all the time. This is why manufacturers provide a 1-year warranty (sometimes more or less) on their products.