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New Member
Posts: 2
Registered: ‎03-29-2021

Geek Squad Computer Incompetence

March 21st, 2021

 

I went to Geek Squad to get my computer checked out because it was running slow, requested my data to be back-up and merge back to the computer (stressed to the employee how important this step was for me since I had important files such as documents and pictures) if needed to be restore. Two days later I get a call asking if it is okay to restore (after I had given the okay at the store the first time), I say yes, and ask to make sure my data gets backed-up and merged to the computer again. Picked up my computer a day later. Computer was completely empty, none of my personal files were there. Called customer service, and asked to get help finding my files. A geek squad technician remotely took over my computer and searched for my personal files, did not find them either. Advised me to go back to the store and have a technician merge my data back to my computer. Went back to the store, spoke to a technician that told me my data was in there, to which I asked him to show me. He could not find my data, because it was not in the computer… Then he brought out a drive and plugged it into my computer and asked if those were the missing files. He then proceeded to merge the files, said it was going to take a few hours and that he would call me back when it was done. I sent someone else to pick up my computer when I got the call, since I was unable to pick it up myself due to my work schedule. I asked to speak to a technician before the computer was taken out of the store. Spoke to an in-store technician who had NO IDEA whatsoever of what he was talking about. I asked him not once, not twice, but several times if there were documents and pictures in the computer and he could not give me a straight answer. I explained to him that the computer was dropped-off a second time to get my data merged back on it since it was not done the first time and I wanted to make sure my files were in the (computer) before taking it. After a while he said that there were documents; and pictures in OneDrive… I told him I was not asking about OneDrive, technicians have no access to my OneDrive, so how could he tell me my pictures were backed-up to OneDrive?? I asked him again if there were pictures in the computer itself not OneDrive, and he said yes. I checked the computer when I got home, computer had documents but no pictures, not a single IMG file. I had over 5,000 pictures, to include videos and over 20 plus folders dedicated specifically to those pictures and videos and everything is missing. I go back to the store now a 4TH TIME, and I tell one of the employees my data is missing AGAIN! And she replies, “I know for a fact your data is there”. Are you serious now??? I ask for the manager, he comes out, I explained the situation and he says I brought in a computer with NO PICTURES without even looking at the facts… I showed him paperwork evidence of service requested by me and serviced performed on the computer by the technicians with their own initials next to the serviced performed each time I came back to the store, stating the computer WAS backed-up, restored, and data merged (requested data included: Documents, Photos, Videos, Music, Desktop Items, and Financial Files). So how can he tell me there was never any photos or videos when technicians initials state that they had performed the service requested. After 3 hours of ARGUING back and forth with the manager disrespecting me basically calling ME A LIAR, I did not get a single apology, not once did they (Geek Squad team) accepted fault, and I was never offered a solution. I requested to see the drive where my data was backed-up to, (the one the first technician showed me with all my information), to which he denied. He said he could not bring out the drive because it had other client(s) information as well. My pictures, highly sensitive data is MISSING and now he is telling me my private data is mixed with other client(s) data. Now that I know my privacy has been completely violated, I asked him to look through every single folder in their system to try to find my data, because at this point it could have been merged under another client(s) and(or) to another clients computer. After about 15 minutes he comes out and says he cannot find any of my files and there is nothing that he can do, since he believes I brought in a computer with no pictures in the first place. I had that computer for 4 years, all my devices were backed-up to that computer, ALL my memories and ALL my pictures for these past years were in that computer that I hold great sentiment to and he wants to tell me I am lying about it? So, I paid extra for a data back up service that I did not need because I had no files right? Just like they said they had merged my data in the first place, but they could not find it in the computer when I asked the technician to show me. So, after being called a liar and my privacy being violated and no solution offered. I asked him what is the process when files get deleted and you want to get them back. Then he tells me it needs to get recover under a process called recovery mode. Why after all this time wasted arguing back and forth, he did not offer me that possibility? On top of that he said the chances of getting my data back are slim. And after all that, when he tried to search for the files in my computer, the computer started flickering, and there were green, black, and white lines across the bottom of my computer that issue was not there before I brought it in. Now I have basically paid money to Geek Squad to disrespect me, to violate my privacy, to mess up my computer, to delete all my memories from the past 4 years, and no assurance at all that I will get any of my data back. This is the most horrible experience I have ever had. Highly disrespectful, untrained, and unqualified technicians, will never ever give a penny to that company ever again.  And I want this issue resolved.

Valued Contributor
Posts: 2,204
Registered: ‎02-07-2011

Re: Geek Squad Computer Incompetence

At this point, if they didn't replace the hard drive with a new one, STOP using the computer and take it somewhere else that can scan the drive to see if anything can be recovered. (Or check system restore if it's turned on). The more it's used, the less files will be there.
If they replaced the hard drive you will need your old drive back to take with you. If the old drive was going bad it's also possible they could not restore your files. No one could.
New Member
Posts: 2
Registered: ‎03-29-2021

Re: Geek Squad Computer Incompetence

Thanks for the feed back, have not used the computer as it is in their possession. The drive was not going bad at all it was just running slow that was the main reason I brought it in.
Valued Contributor
Posts: 2,204
Registered: ‎02-07-2011

Re: Geek Squad Computer Incompetence

Note: running slow is a symptom of a hard drive going bad.

Also if some malware had encrypted the files, that could be an issue also.
Posts: 2,850
Topics: 35
Kudos: 106
Solutions: 135
Registered: ‎10-19-2017

Re: Geek Squad Computer Incompetence

Hello, ct4,

 

Welcome to the forums!

 

I appreciate you joining us on the forums and writing us about the situation with your computer, and visit to your local Best Buy store. I’d be reaching out to someone if this were to happen to me as well, and I am here to help where I can. Having The Geek Squad Team look into your issues, is supposed to make these types of situations simple. This is not the experience I want for you, and I’d like to look into this further for you.

 

In order to better assist you, please private message me with your full name, phone number, e-mail address connected to your BestBuy.com, and the store location you visited. To send a message, simply click on the blue “Private Message” button next to my signature. Let me know if you have any other questions.

 

Kind regards,

Deysha|Social Media Specialist | Best Buy® Corporate
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