Best Buy Repair Support

[SiCrashDummie]

Hi,

So, I planned on bringing my laptop in for a completely different issue regarding severe light bleed in the display, but I have not had time since I travel a lot for work.  Then I bumped my rolling desk while trying to grab one of our cats and spilled a full glass of water across the entire top of it.  I tried to wipe it down, but the MSI GS75 has so much ventilation, it got into the internals and shut down abruptly, and smelled like burning plastic.  I decided to run up to Best Buy as soon as I could.  I walked into Best Buy VA00423 in Henrico, Virginia, and waited in line for a few minutes to see if they could repair my laptop.  Usually, you need an appointment, but the store was slow at the time.  She looked at the laptop and checked with a coworker about what could be done.  She came back and explained that my laptop would not be repairable, because of the amount of water present, and that Geek Squad's service center would junk it.  She then explained that they must send it off to the service center as a technicality.  We discussed my situation and what I could do in the meantime.  I use the computer for work, so I must have it as soon as possible.  She explained that MSI laptops can sometimes take up to six weeks to repair, but not to worry, since it doesn't take that long to determine the laptop is not serviceable.  I asked if it would make sense to purchase another laptop and just return/exchange for the replacement value, plus the additional cost when she receives information from the service center.  She said that should not be an issue.  They didn't have anything like my laptop in the store, so I purchased the equivalent on the website.

Fast Forward to today.  I spoke with customer support over the phone, and they are going to replace the system board, risers, and various other parts since none of the peripherals are responding.  She told me that it would be with brand new parts and not refurbished.  I informed her that the rep at the store said that there would be nothing that could be done since it was such extensive water damage.  I asked if they could also make sure the monitor was working properly too, and the rep said it would be checked when they do a quality check.  She said the original parts were in stock and will be shipped to the center, but to check the display, all the new parts would have to be installed.  This sounds like a nightmare in the making.  If they were able to power it on to see the display was functioning, they should notice the light bleed, but now I am going to have to wait for who knows how long to get that resolved.  My estimated completion date is September 13th, but the rep told me that’s not going to happen.  Now I have a new laptop on the way and a severely damaged laptop at the service center, with no idea of the completion date or if the service center is going to junk it.  What should I do?

V/R

Ben

[nckhammond]

Nothing you can do. It's part of the service agreement that you signed that it's up to bestbuy (or the manufacturer in some cases) if they will repair it replace it.

[SiCrashDummie]

That makes sense on paper, but when I was told one thing by the in-store reps and another by the phone rep.  I have a hard time believing that my laptop will be repaired to its like-new condition.  I am quoting the paperwork.  Physical Appearance: LiKE NEW.  Additionally, I am not sure what I am going to do with the other laptop.  I guess I can wait on the repairs and return the new one.  I hope I don't get back a Frankenstein version of what it was.  I haven't been able to find any positive reviews involving repairs made to thin laptops, especially the MSI GS Series.

[AndrewB-BBY Social Media Specialist]

Hi there, Ben,

Welcome to our community forums and thank you for letting us know about your experience with this laptop repair. As a student I know how even a single day without a working computer can have a major impact. I know if I were in your shoes I would want this repair to be completed as quickly as possible if I were in your shoes. I'd be glad to give you some more details on this process and what options are available moving forward.

As nckhammond mentioned, the Geek Squad will first to repair a device under your Geek Squad Protection plan. If that is not possible, the Geek Squad will look into replacing your laptop with a new product or if we issue a store credit or gift card. 

For updates on the status of this repair I would recommend using our Track Your Repair tool. As soon as we have news on when diagnostics or repairs are complete we will let you know there. 

I hope I was able to provide some clarification on this process! Please let me know if you have more questions I can assist you with.

[SiCrashDummie]

Well, the situation gets even better.  The new computer has two obvious issues.  There is a piece of something behind the screen and the light bleed is terrible on most sides of the display.  And there is no way to get another one from Best Buy at this time.  I brought the new one into the store and they said to just hold on to it until I figure out what is going on with the one in service.  I wanted to make sure they were aware of the issue.  They were great and very sympathetic with my situation.  Hopefully, everything pans out.

[nckhammond]

If you looking for screen quality, the Samsungs with qled screens can't be beat and second choice the new 16" HP omens are probably the way to go....

[SiCrashDummie]

So, it is two days after my estimated completion date and I have not had an update on the status without calling to speak with a rep multiple times.  Here is the current status.

I have had no feedback since my last conversation with a rep a couple of days ago who said he would be submitting an escalation form, and within 24 to 48 hours I would receive a call or email stating the situation. 

The representative commented on how they were having issues with the Kentucky location and he had no idea why it would be taking so long.  He did mention that the notes stated that laptop still had water on the processor board when it arrived at the service center, but they were going to attempt to repair it anyway.  He then told me that even he was surprised they would be attempting a repair, but reassured me that I would receive an update from someone in management within 48 hours.  After being told the part was in stock on September 3rd, I would assume the parts would have been received by now.  Is it normal for all of the reps and techs to be on completely different pages.  I understand COVID is probably still causing delays, but it shouldn't be this confusing when trying to get a proper update.

[AndrewB-BBY Social Media Specialist]

Hi there, SiCrashDummie,

Welcome back to our community forums. I appreciate you taking the time to provide an update on the status of this repair, though I'm disappointed to hear that you're having a difficult time getting an update on the status of this repair. 

Can you please clarify who you have been contacting for information on this repair? Are you using our Track Your Repair tool or contacting your local store? Is there anything I can to do assist you at this time? Please let me know!

[SiCrashDummie]

I have been contacting 1-800-GEEK-SQUAD.  The store told me that would be the best way to get an update and often, I know what the status is before they do.  Geek Squad should have notes from the prior conversations.