Best Buy Repair Support

[rhicks]

I purchased a laptop on on Feburary 4th 2021 for $1,149.

On May 17th I damaged the screen while on a business trip.

I called and spoke with my local Best Buy in Springfield Oregon on May 21st.

They scheduled a Geek Squad appointment for 4pm and I brought the laptop in that day.

The local Geek Squad tech immediately diagnosed a local repair was not an option, and the laptop would need to be sent off if I wanted.  They provided a guess that the repair would be between $300 and $500 and even let me look at their repair estimage schedule with associated costs for various repairs.  While this seemed steep I understood there was a cost for parts and labor involved so I agreed to move forward.

The local Geek Squad took the laptop and sent it off to Kentucky, according to the tracking number.

I was on another business trip last week, and just found the email requesting me to call the Geek Squad to approved the repair.

I called the provided number: 1-800-GEEKSQUAD and initially spoke with Graham who identified herself as a Geek Squad technician.

She said the repair would be $1,370,80.

I asked for a detailed invoice of the work to be done, as this does not align with the estimate provided by my local Best Buy store and is more expensive than the purchase price.

She said they are unable to provide a detailed invoice.

I would have to call the local Best Buy store for more info.

I asked why Best Buy is telling me to call the Geek Squad number if I should be calling the store instead?

I asked if she was a Geek Squad Tech or just customer service.

She stated she is a Geek Squad Tech but they only approve repairs on the 1-800-GEEKSQUAD number.  They don't do any of the repairs and have no insight into what is being done in Kentucky.  They are in the Philippines.

I asked if she could email the paperwork she has been provided as something is amiss.

She said they don't have access to email.

I asked to speak to her supervisor... as this seems like a mess.

Jerby (Geek Squad Supervisor) called me back.

He stated the same things..

They, 1-800-GEEKSQUAD, do not have any info.

They, 1-800-GEEKSQUAD, do not do any of the repairs.

They, 1-800-GEEKSQUAD, are unable to provide an invoice of the repairs.

They, 1-800-GEEKSQUAD, only do PC and Printer tech support over the phone.

They, 1-800-GEEKSQUAD, are in the Philippines, and are not associated with the local stores or the repair facility.

Questions:

1. Why is my repair cost higher than the purchase price?

2. Why is 1-800-GEEKSQUAD unable to provide additional details?

3. Why the run-around from Best Buy?

[nckhammond]

The answer by is probably the parts are not available ether because it's to new or due to covid and they are quoting the msrp of the laptop. What is the model number?

[AndrewB-BBY Social Media Specialist]

Good afternoon, rhicks,

Thank you for reaching out to us here on our community forums and letting us know about your experience with this repair. As a student, I know that even a single day without a computer can have a huge impact so I can understand wanting to get this back as quickly as possible as well figure out why this repair will cost so much. I'd be glad to see if I can help clarify this change.

While I can't be sure, it's possible that additional repair parts were required in order to complete this repair. I'd be glad to take a closer look at your specific repair to see if I can provide some more details. I will need a bit more information in order to do so. Can you please send me a private message with your:

Full name

Email address

Phone number

Service order number

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

[rhicks]

I am unable to send private message... I get this:


You have reached the limit for number of private messages that you can send for now. Please try again later.

[AndrewB-BBY Social Media Specialist]

Hi there, rhicks,

Thank you for following up with me. We have some troubleshooting steps available here if you encounter problems sending a private message.

Generally, clearing your browser's cache and cookies will resolve this. I'll keep an eye out for your message!