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Member
Posts: 24
Registered: ‎08-13-2020
Accepted Solution

GS city should work with GS customer service

Very often the GS customer service fails to provide me with information about how my repair is going within GS city in KY.

The last email notification I got was 9 days ago 'Agents are now diagnosing your device'. No more info is updated at all by now.

Some CS staffs says GS city already started to repair and even they got a new necessary part ordered, but oddly at other times other staffs say they cannot know how the repair is going within GS city more than that the city received my laptop (which was already notified 9 days ago!).

I don't know whom to trust. Is my repir really in progress?

Customer service suggests me to call the city to know about repair progress. But no one in the GS city takes my call, even in early morning. Its ARS uncarefully tells me to visit the precinct, and again the precinct wants me to call the service center. Who built this extraordinarily frustrating system? Is this something that Best Buy, the top electronics store in this country, is doing?

WHY THE GEEK SQUAD CITY IS SO ABANDONED AND NOT COMMUNICABLE?

The track button in notification email is also poor and useless. It does not show any more progress info. Its info stopped at 9 days ago. This is a negligence. And customer service drives me crazy by repeating to read the same old notification like an ignorant parrot.

If GS service center cannot know what's going in its GS city, then why they are working there when they're getting paid? I paid for my protection plan and the money is feeding them. Who can help me to contact really with the city?

DOES GEEK SQUAD CITY REALLY CARE ABOUT ITS CUSTOMERS?

GS city has the worst communication system I've never seen in my whole service experience.
Member
Posts: 24
Registered: ‎08-13-2020

Re: GS city should work with GS customer service

+ and why you Best Buy forum does not provide edit or erase function to the post?

Come on, you are the best, biggest and most popular electronincs chain in this country.

You have far more than enough money and technology to introduce those functions, then what is this poor board? Thisis not what you cannot do, but what you just don't do. That's why I get upset and angry really also about GS city issue.

Unless you have convincing reason not to have those functions (for example to prevent malicious users' misuse or whatever etc), please add them to your forum.
Best Buy Employee
Posts: 2,169
Registered: ‎01-09-2015

Re: GS city should work with GS customer service

Geek Squad City is the opposite of abandoned. They are presently inundated with repairs from people who need their equipment to work from home, they are constantly fighting supply chain shortages on replacement parts from the manufacturer’s factories, and are working hard to keep repairs moving in a forward direction. The technicians will add notes when there are new notes to add, and unfortunately they may not come as fast as anyone would like right now. I personally don’t believe taking the technicians away from their repair time to add superfluous notes to the service order is beneficial for anyone. Your point of contact should be the store or the customer service number, any notes about the progress of the repair can be retrieved by either of them.

As for the customer service personnel providing details not included in the notes, I would take those with a big grain of salt.

Lastly, those functions are disabled in software intentionally. You’ve already got the right idea, there are malicious people who would take advantage of that. Imagine coming and getting an answer and marking it as a solution, then the original poster comes along and puts a link to spyware or a scam phone number in that “solution”. Not a good idea.
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***
Member
Posts: 24
Registered: ‎08-13-2020

Re: GS city should work with GS customer service

Thanks for your reply.

I do hate the COVID-19 for that inundated amount of work orders. But at the same time, on the other hand, I think that BB can solve this crisis situation by expanding more labor, means and resources.

I majored in computer technology and also have basic knowledge about security. If there is a way to have edit & erase function with firm security then it would be way better; it might be not that easy as I think though.

If the Customer Service just made up a story to relieve me, I must get mad at them. Now I call them again to double-check the latest note about my repair.
Member
Posts: 24
Registered: ‎08-13-2020

Re: GS city should work with GS customer service

Just before I called the Customer Center and found out that some previous staffs there told me something which are not actually on the notes - when they had no other way to get additional information than the note - so logically it must mean that they HAD MADE UP A STORY AND I GOT DECEIVED.

 

I asked for her supervisor to contact with me within next 24 hours through my email registered on their system. The staff also agreed to it. This is a very serious and I don't look this over. No one can trick me in this way.

 

Someone in charge WILL take responsibility, and I'll take all my own right as a customer (even as an ELITE member) very obviously and fairly.

 

Right now I no longer write any more detaisl here, but anyhow I hope I will have a peaceful and acceptable solution as possible.

Member
Posts: 24
Registered: ‎08-13-2020

an issue about Best Buy Geek Squad Service Center, etc.

I have done my best to avoid hurting the feelings of the employees here with as polite expression as possible, but in fact my patience has run out and I can't endure anymore. This time I'll write in a pretty straightforward expression.

 

As I already mentioned in my previous post, some staffs in Geek Squad Customer Service have told me that the GS city already started to repair and even they got a new necessary part they placed an order. But oddly at other times the other staffs have said that there is no other way to know about how the repair is going within Geek Squad city (of Kentucky) merely more than that the city received my laptop (which was already notified several days ago), and they don't see any note saying whether my repair is started or a necessary part ordered was received.

 

Then unless I heard something wrong, what the staffs have told me are not matching at all so anyway my conclusion is that some staffs must have intentionally lied to me.

 

Yesterday I called the Service Center again for this issue. I politely asked the staff to inform her supervisor about this situation and to send an email to apologize and take responsibility within 24 hours (my email address is registered in Best Buy database).

 

But after all I got no response at all. She totally ignored me. Why the supervisor is looking down on me?

 

So, in this case, whom should I contact with to protect my legitimate rights as a customer?

 

 

 

Besides, the answers running on this forum to my posts are also problematic. Shall we give an example one by one?

 

 

1) https://forums.bestbuy.com/t5/Best-Buy-Store-Purchase/Please-apply-my-Best-Buy-ADH-warranty-correctl...

 

I made this complaint when I bought a new laptop with 1-year ADH warranty two months ago. After I paid for and placed an order the item at the Best Buy store, it took me one week get it delivered. But why did the 1-year ADH warranty started to be depreciated from the date I ordered the product, not from the date I received and started to use it. It was my loss for 1-week cover period.

 

One of the answers, which was by 'Emerging Expert', was that 'But seriously, it is only 7 days'.

 

Right. That's a week It’s 7 days. It's not 1 year, even not 10 years, but 1 week. But by the way, with what authority is the answerer telling me simply forget my 1-week coverage period and just give it up? The 1-year ADH protection plan is free. I definitely paid to purchase it. What if something happens in the very last week I've lost? Then what should I do? Does your Best Buy have no ability to figure out when the delivery you ordered arrives?

 

For example, if someone accidentally spill water, or accidentally drop my laptop and it breaks down. then who will pay money to fix my laptop? Not just a week, but a day, even an hour is about a contract. it's my right to get my item covered within the time of a contract under my warranty purchased.

 

Who the hell can tell me to lose my own rights? Is this the best buy official forum's answer? Of course, he also put this comment in bold letters to emphasize that "I am not an employee of Best Buy. All opinions and comments are my own." You see that there was no another reliable answer from the Best Buy employee at all. In other words, Best Buy was not paying attention to manage their official forum to work right, but just left it with answers from those who will not take any responsibility. It is Best Buy's negligence. I'm not saying that the non-employee responder did wrong, but that Best Buy did not do the job properly.

 

2) https://forums.bestbuy.com/t5/Best-Buy-Repair-Support/no-escalation-for-Elite-Member/m-p/1367390

 

This was a post that I was asking whether there is escalation available for the Elite member – including me - or not because the best buy repair took too long. And this time, a Best Buy's employee, jdogg836, posted an answer. He said the reason it takes a long time to repair is because of COVID-19, and Best Buy has no spare parts for the elite member. He also put a comment that "***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***".

 

jdogg836 has answered my question several times on this forum. I don't hate him personally. At least He's been working hard to answer in long text. For me he has been working hard for what he can do. I don't hate dislike nor blame him.

 

The problem is with the Best Buy company itself. It was March 11 2020 when World Health Organization declared COVID-19 outbreak a global pandemic. And my post was written in October. What did Best Buy do in the seven months between them? If, for any reason, there is a problem with the quality of services due to an emergency, isn't it the company's job to deal with it? If the labor force is insufficient, increase the manpower, if the fund is insufficient, increase the investment, and if the facility is insufficient, expand the facility so that consumers do not suffer any inconvenience.

 

Just wait for it to take longer because of COVID-19? Is that what your Best Buy will confidently say to your customers? You can't. That's wrong. Because you're making the same money by continuously selling your Protection Plan, whether before or after COVID-19. If the quality of service should inevitably decrease because of COVID-19, you should either lower the price of the Protection Plan for poorer service or provide another type of additional benefits to customers to compensate inconvenience. But you are still charging the same price and asking buyers to just wait and endure. This is an obvious negligence and shameless deception.

 

3) https://forums.bestbuy.com/t5/Best-Buy-Repair-Support/GS-city-should-work-with-GS-customer-service/m...

 

This is a complaint about Geek Squad city not working together well with its Customer Service; also with another complaint about a poor bulletin board not having edit & erase function.

 

Jdogg836, who is also Best Buy Employee, answered here. And I've adopted his answer as solution.

 

Again, I personally don't hate nor blame jddog836. The problem is still with Best Buy itself. He's just a normal employee. He didn't create this forum and he even doesn't have the authority to execute Best Buy nor Geek Squad. Therefore, I do not bother the powerless employee. Anyhow I still tell the people in charge what's wrong with them.

 

First. It is Best Buy Geek Squad's incompetence that its Customer Service and City are not communicating and sharing information to help customers enough when they're all under the same company brand.

 

Inundated? Too many orders to repair? That's all just poor excuses. Did you even mention in your Protection Plan contract something like 'Please note that we can provide good quality service only up to a certain amount of repair orders'? Again, it is absolutely up to the company to run the business in any unexpected situation. If manpower is insufficient, increase it. If you don't have enough equipment or supply, introduce more. You should make up your business. Should I take care of your management quality when I pay my money and purchase your service?

 

If you can't afford the situation? Then quit business.

 

Second. You don't have edit & erase function to prevent clicking a malicious link? Another very poor excuse. I agree to that security matters. However, there are many ways to put edit and erase functions on your bulletin board while showing an adopted solution.

 

Speaking of common sense, it's not just your Best Buy Official Forum which a question is posted on a bulletin board and answers are following it. Not only your forum shows 'adopted solution'. If clicking 'go to solution' causes a problem, you can add a separate mark of 'solution' to the reply adopted as an answer.

 

Numerous other sites provide the same functionality taking care of security. In other words, as I already said, this is not what you can't, it's just you do not. Strictly speaking from a business point of view, doesn't the money paid my customers include all the cost of providing an official Best Buy forum to the consumers? But you’re only interested in cutting down on spending. You don't create and update it. You just leave it unattended, not caring whether consumers are feeling uncomfortable or not. The reason I adopted the responder's reply as a solution is not because the content really made sense. I just adopted it just because I was grateful for the content that the person gave me with care.

 

 

 

I admit my fault and apologize if I am wrong. For example, look at this post.

 

https://forums.bestbuy.com/t5/Best-Buy-Repair-Support/Best-Buy-Geek-Squad-lied-to-me/m-p/1367827

 

Once I misunderstood the terms of Best Buy for a while and gave a provocative title of 'Best Buy Geek Squad lied to me ?!' But after I recognized it I did admit that I got you wrong. I closed it by myself with my own next post with the proof I heard from a kind Customer Service staff.

 

 

I want Best Buy to treat me fairly. As I take responsibility for my own faults or my mistakes, you Best Buy should do the same too. Do not give me any other poor excuses again. I'll not get it. I'll not look it over. There is no way for you to avoid yours.

 

 

If you've read my post so far, you might think it's too long and boring. So, here I summarize what I've said for you.

 

 

1. Do your job right.

2. If you've done something wrong then admit, apologize, and compensate it.

3. Remember. You get stressed out when you get paid, but I get stressed out when I pay to you.

4. I want to go fair together. I don't exploit you and I also believe you would not do it either.

 

 

For your reference, if I recall correctly in last 2011 there was a serious issue happened about Best Buy warranty. At that time the inventory department wanted me to get a part which actually they had to do. They suggested for later reimbursement but I firmly rejected it. I tried my own best to solve the problem as peaceful as possible with them, but they were continuously urging and ignorant. After all I had contacted with your vice president for the issue. As a result, it worked surprisingly quickly. Next day the department immediately sent me saying that actually they got their own 'premium' part, but I rejected to get it. I got all the legitimate reward from the vice president. I don't know the details, but when I e-mailed them again later, all their e-mail accounts were gone. I guess that probably all of the employees involved were fired or punished.

 

 

So here are my last two sentences.

 

4. I want a solution, not a trouble; Make it not in vain anything I trusted and believed in what Customer Service have told me. If you said my laptop is already in repair progress, not being on the waiting stack, it should be a real fact. If you said the technician already got a part necessary to fix my laptop which he had placed an order, it should be a true fact because I did truste and believe in what you said. No poor excuse. You do your work and you should make it up by no means.

5. As I've always done, I'll find a way. I hoe you willl take this my post seriously.

 

 

Thanks to read.

 

Stay safe and healthy.

 

Smiley Very Happy

Member
Posts: 24
Registered: ‎08-13-2020

Re: an issue about Best Buy Geek Squad Service Center, etc.

typo fixed:

 

4. I want a solution, not a trouble; Make it not in vain anything I trusted and believed in what Customer Service have told me. If you said my laptop is already in repair progress, not being on the waiting stack, it should be a real fact. If you said the technician already got a part necessary to fix my laptop which he had placed an order, it should be a true fact because I did trust and believe in what you said. No poor excuse. You do your work and you should make it up by no means.

5. As I've always done, I'll find a way. I hope you willl take this my post seriously.

Posts: 5,540
Topics: 181
Kudos: 504
Solutions: 260
Registered: ‎08-21-2017

Re: GS city should work with GS customer service

Good afternoon, felix0121,

 

Welcome back to our community forums. I appreciate you taking the time to provide a detail summary of this repair and your attempts to get an update. We strive to make this process as smooth as possible and I apologize that this has not been your experience so far. 

 

As jdogg836 mentioned, the store location where you dropped your laptop for service should typically be able to provide information about the status of a repair. Our service center is working as quickly as possible to repair products when but there may be delays when waiting to receive a part.

 

Have you been able to get an update since making these posts? If not, I would be happy to see if I can provide any additional information. I'd also like to make sure your feedback gets documented here at our Corporate Campus so we can improve this process in the future.

 

I will need some more details I can review this. Can you please send me a private message that includes your:

 

Full name
Email address

Phone number

 

You can send me a private message by clicking the blue button at the bottom of this post. I look forward to hearing back from you. 

AndrewB|Social Media Specialist | Best Buy® Corporate
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