10-03-2022 10:56 AM
On September 17, 2022, I went to the West Madison Best Buy store to get my laptop’s battery replaced. I had booked an appointment through the website for the service.
Prior to this appointment, I had made an appointment for the battery replacement but was told during the appointment I had to bring my own battery to get my laptop’s battery replaced. This was not told to me through the customer service live chat; therefore, I was quite displeased about this as I could have prevented an extra trip to a Best Buy store.
Therefore, for the appointment on September 17th, I brought my own battery. When I arrived at the Geek Squad desk, I told the employee I had an appointment. Then he directed me to another employee who was at a desk behind him. The staff I was assigned to get help from, his name was Shaun/Sean (I am unsure how his name is spelled), didn’t seem like he wanted to help me.
Despite the employee’s attitude, I got my laptop’s battery replaced. I didn’t check the bottom of my laptop until I arrived back home and I regret not doing so during the time I was at the store. I noticed a screw was missing and the bottom rim of one side is damaged. Moreover, it seemed like whoever was replacing my laptop’s battery was pulling on the bottom left side rim to get the bottom piece off and as a result, there’s a small gap between the side rim and bottom piece of the laptop. I am very displeased about this even though it doesn’t seem to affect my laptop’s performance. I am unsure if Shaun/Sean was doing the replacement as it seemed like he asked a co-worker if he could do the laptop battery replacement.
I gave my laptop to Geek Squad to do one thing, which is to replace my laptop’s battery. However, I was left with slight damage to my laptop exterior and a screw missing.
I hope all members of the Geek Squad are being trained properly or have proper experience doing repairs without damaging the customer’s item(s).
10-03-2022 12:37 PM
Welcome to our Best Buy Support forum! I do wish you were joining us under better circumstances though. I can understand finding out that you needed to provide your own battery for the replacement and then finding that your laptop wasn't in the condition that you brought it in, would not be welcome. I'd be happy to look into this with you.
Can you please send a private message with your full name, phone number, email address, and service order number? To send the message, you can use the button in my signature below.
10-04-2022 02:20 PM
This topic has been moved to Customer Service under the board BestBuy.com for further review.