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Posts: 4
Registered: ‎07-12-2019
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Geek Squad Online Support Problems - My P.C. is now worse

On July 10th I reached out to Geek Squad online regarding a problem with my computer.  I was told no problem and allowed a tech to remote into my machine and what I thought would be to diagnose and fix the problem.  I was very specific on the symptoms and was able to replicate it (action center & applications in the toolbar ) while they were in my machine and on the phone with the Geek Squad representative.  I was passed onto a second tier agent online who said they would take care of the problem as well as tune up my machine ( by uploading over 70 updates) as I mentioned it was also a bit sluggish.  After an hour or so I received a message that repairs were completed and to test my machine to confirm.  Thats when all the problems started.  All my permissions had changed, Microsoft .net framework files were corrupted and unable to perform normal functions and I could no longer open programs that wrked fine prior to the "tuneup".  Microsoft office mysteriously required activation that no matter how many times I try will not Activate. My browser (google and microsft edge have problems.  I cannot run backups either. All was running perfectly until the "tune up". Since then I have made multiple calls into geek squad and my pc still has the same problems.  I have requested supervisors or a manager to get involved, no one has contacted me.  I respond to the survey that aske do I want to be contacted I say yes and still no one responds.  Everyone apologizes but no one gets my computer back in running order.  In addition I find out that no retore point was created before the changes wre made to my pc so I cannot restore my previous working enviroment.  I can't run backups so I can reload my OS.  My last call to Geek Squad was to request a home visit (have to wait until 7/20 as i refuse to pay $250 emergency fee for next day).  It was suggested I go to the store and drop off my machine.  Sorry I do not trust anyone to work on my machine without me being present after this last fiasco.  I am an very good customer, I support Besy Buy,  However My faith in Geek Squad is gone at this time.  Each person I speak with "APOLOGIZES" and admits it was their error that caused this, however no one is taking ownership to get this fixed.  So here I sit with a computer that holds my non-profit, business and personal life in the balance and I have to work aroundthe problems.  Please do not apologize again, I need action not words to get this resolved a call from a responsible individual would be appreciated with an action plan to resolve this matter.

Posts: 265
Topics: 6
Kudos: 49
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Registered: ‎11-23-2018

Re: Geek Squad Online Support Problems - My P.C. is now worse

Hi, dpwolf1210,

 

We appreciate you taking the time to create a profile, and connect with our team here on the Best Buy Forums! As someone who uses a computer all day, I can certainly understand how problematic computer issues can be. Additionally, we definitely never expect for more issues to occur after working with a Geek Squad Agent, so I’d be happy to see how we can help.

 

If you would like to speak with someone on the phone regarding this matter, please give a Geek Squad Agent a call at 1-800-433-5778. Otherwise, our team would be more than happy to do what we can to assist here on the Forums! To get started, please send me a private message with your full name, email, phone number. Please be sure to click the blue button in my signature to ensure your information stays private!

 

Kindly,

Quinton|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎07-12-2019

Re: Geek Squad Online Support Problems - My P.C. is now worse

If you check the records you will see I have had had numerous conversations with Geek Squad for the past 3 days without resolution. I even spoke to a supervisor (that I had to ask for multiple times, who when he finally spoke to me who pushed me off to Microsoft and did not want to help me. I don't see how calling for a 5th time and listening to another tech apologize is going to resolve the issues with my pc. I will forward you my information as you requested. Thank you for your response.
Regular Contributor
Posts: 935
Registered: ‎02-07-2011

Re: Geek Squad Online Support Problems - My P.C. is now worse

What version of windows is it? If the data was saved (pictures, documents, music) do you have the ability to reload your programs?
New Member
Posts: 4
Registered: ‎07-12-2019

Re: Geek Squad Online Support Problems - My P.C. is now worse

I have windows 10.  I know reloading the OS and office and such is a possible solution.  I can get most of my programs.  My real concern is getting my outlook up and running properly.  In addition I am concerned about affecting the bios setup as I canot be sure that was not corrupted by Geek Squad as well. As my mahcine is becoming more and more unstable each day it seems.  So needless to say I have concerns. 

Regular Contributor
Posts: 935
Registered: ‎02-07-2011

Re: Geek Squad Online Support Problems - My P.C. is now worse

Under troubleshooting in windows 10 there is a reset feature that reinstalls windows and saves your data. Office would have to be reinstalled after.

It would be extremely unlikely that they could have done anything with the bios remotely.

System restore isn't enabled by default in windows 10, it can be turned on, technically it's a windows 7 thing.

"Resetting" windows you can do yourself, however
I would highly recommend you take it in to geeksquad or wherever and get the hard drive tested. It's not somthing that can reliably be done remotely and would cause slowness, random errors, and "getting worse"
New Member
Posts: 4
Registered: ‎07-12-2019

Re: Geek Squad Online Support Problems - My P.C. is now worse

10 days after my problems started I finally received a call from the local Best Buy Geek Squad Manager. He confirmed my in-house appointment with Geek Squad tech (that I setup a week earlier) for Saturday. The tech arrived the next day and spent over 2 hours attempting to correct the problems caused by the online agents. After failing to reload the OS, we determined that there were additional hardware issues with the desktop. After a phone call with the asst store manager I took the machine back to Best Buy and swapped out the defective unit for a new one. Good thing I always purchase the extended warranty. I reloaded all my applications and software that night. The next day I did experience another software problem, but a quick visit to the local geek squad resolved the problems. Moral of the story. Online support very poor, Geek squad local Best Buy very good and supportive. Extended Warranty saved my bacon.
Posts: 11,540
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Registered: ‎01-03-2013

Re: Geek Squad Online Support Problems - My P.C. is now worse

Hello, dpwolf1210, 

 

Thank you for following up with us to let us know how your appointment went! I'm glad to hear that your in-home appointment went much smoother than your experience with our remote support. Finding there were additional hardware issues I'm sure came as a surprise but I'm glad we were able to swap your device out and then get your software concerns squared away. 

If you should need any further assistance, please let us know! 

Sincerely, 

Tasha|Social Media Specialist | Best Buy® Corporate
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