01-12-2021 10:11 PM
I am approaching a month on this issue and have yet to have anyone reply. I will give you the short version of events here.
I have an HP Envy laptop. The laptop shut down during use and I brought it into the Olympia, WA Best Buy on December 15, 2020. Geek Squad looked at it and said it appeared the power cord and computer were not connecting correctly. He told me my Geek Squad membership had expired and I would need to purchase a new one in order for them to take a look at it. I purchased a membership. When I left the laptop it was working, other than the power, and was in GOOD condition.
On December 16, 2020 I received a voicemail that the laptop was ready to be picked up.
I picked it up on December 17, 2020 where I was told it could not be fixed until I purchased a part on Amazon and was given a post-it note with a part number on it. I was also told diagnostics had been run on the computer and the power source was the only issue. At no time did the Geek Squad employee open the computer to show me that it had been charged, at least temporarily. In fact, it was handed off to me in a rush, along with the power cord I had brought in. She told me to bring it back in once I had the part.
On December 19, 2020 I started to open the laptop and was met with resistence and a horrible grinding sound. I stopped trying to open it, looked down, and could see the hinge was out of alignment and popping up, off of the computer. The back of the monitor was also pulling away from the screen on the left side. I didnt want to open or close it any further so I drive to Best Buy to show them what had happened.
Like I said, I have a lot of information to provide, but was basically told to "prove" they had damaged the computer. When I asked the tech why it had not been opened to show me the screen when I picked it up I was told that they no longer do that during Covid. Really? While he was in the back talking to the manager about it, another customer was given his laptop back after Geek Squad had had it, and the laptop was opened and turned on.
Then he came back out and told me I had two options: (1) duct tape the screen to the back of the monitor and never be able to close the laptop again, or (2) pay "about" $200 and have Geek Squad ship it out and fix the monitor,
I have called corporate twice, on December 28, 2020 and January 8, 2021, and was told both times the claim would be escalated and someone would get back to me.
The computer was damaged while it was in the care of the Geek Squad and I would like to have it repaired. This is ridiculous and HORRIBLE customer service.
01-13-2021 02:17 PM
They told me to get an HP DC in cable and then bring the cable and the laptop back to have it fixed. I asked for a manager on the 19th, but someone came in and someone had used their stolen credit card to make a purchase so they were dealing with that. I called the store three times on Saturday and was on hold each time for at least five minutes. No one ever picked up the line.
01-16-2021 11:48 AM
Welcome to our community forums and thank you for writing to us about your recent experience at our Best Buy Olympia Capital Mall store. As someone who depends on my computer for almost everything, I can imagine your surprise to encounter these screen issues after getting your laptop back. I'd be glad to take a closer look into this to see how I may be able to help.
As nckhammond mentioned, a store manager at this location would generally be able to help you explore what options are available to help. Have you been able to get in touch with them since making these posts? If not, I would like to reach out to them on your behalf to make sure they are aware of your experience so far.
I'd also like to review your service order number and will need some more information to do so. Can you please send me a private message that includes your:
Service order number
You can send a private message by clicking on the blue button at the bottom of this post. I'll keep an eye out for your response.