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New Member
Posts: 2
Registered: ‎03-15-2019

Geek Squad Support

[ Edited ]

The last two times I have gotten online to request support, the support service has been poor to say the least. I am almost to the point of cancelling my serive and looking for something local. I copied the chat from my most recent experience today 15 Mar 2018:

 

  • You are currently connected to Agent Anna.

5:12 P.M.

  • Agent Anna:

Thanks for contacting Geek Squad! My name is Agent Anna. Before we get started, may I please have your full name and phone number?

5:12 P.M.

  • [removed per forum guidelines]:

Removed my name and phone number

5:12 P.M.

  • Agent Anna:

Thank you for the information. Please give me a moment to check the details.

5:14 P.M.

  • Agent Anna:

Cool! Thanks for being a member!

5:14 P.M.

  • Agent Anna:

How may I assist you today?

5:14 P.M.

  • [removed per forum guidelines]:

I just turned my computer on for the first time since Monday. I left for a little bit and when I came back it had a white screen up that said hard drive not installed. It said Dell something in the top left corner. I selected the bottom right continue button and it came to another screen that said begin test. I tried to click but no mouse. Then screen went blank with a single dash in the top right corner. I had to do a restat with power button, then came up and said it was configuing computer and installing updates.

5:15 P.M.

  • Agent Anna:

I would recommend you to visit the store and get the laptop checked.

5:20 P.M.

  • [removed per forum guidelines]:

Is the remote service no longer offered?

5:21 P.M.

  • [removed per forum guidelines]:

My job makes it difficult to take it to store. Half the week I am 3 hours away

5:22 P.M.

  • Agent Anna:

Yes the remote session will only be done if the computer is turned on . This is hardware issue you are facing as it mentioned "hard drive is not installed".

5:23 P.M.

  • [removed per forum guidelines]:

Right but would computer be working if that were true? Also, I can search files on the hard drive, maybe something with a dell update that remote tech could check

5:24 P.M.

  • Agent Anna:

Please may i know the purchase date of the computer?

5:26 P.M.

  • [removed per forum guidelines]:

From best buy during tax free weekend 2018

5:26 P.M.

  • [removed per forum guidelines]:

August I think

5:26 P.M.

  • [removed per forum guidelines]:

I picked this computer up from Knoxville store July 30. It was a replacement due to defective initial purchase

5:28 P.M.

  • Agent Anna:

I would recommend you to contact the store and check the details once again.

5:29 P.M.

  • [removed per forum guidelines]:

Check the details?

5:30 P.M.

  • Agent Anna:

I believe the repair parts has been installed. I would recommend you to visit the store and have a word with them.

5:34 P.M.

  • [removed per forum guidelines]:

Where did you get your information? This computer came straight out of the box.

5:35 P.M.

  • [removed per forum guidelines]:

This computer has had no repairs

5:35 P.M.

  • Agent Anna:

I a appologize for the miscommunication.

5:38 P.M.

  • Agent Anna:

I would recommend you to have a word with our sales team.

5:38 P.M.

  • Agent Anna:

You can speak with our sales support/customer service team by calling 1-888-237-8289, or by visiting the following link to connect with them in chat: https://assets.bbystatic.com/247/247chat.html#key=bestbuy-v1-001&cdnPath=d1af033869koo7.cloudfront.n...

5:38 P.M.

  • [removed per forum guidelines]:

what do i need to speak to the sales team for?

5:39 P.M.

  • Agent Anna:

You have bought the device which turned to be faulty and the replacement device if turned to be faulty, I would recommend you have a word with them.

5:45 P.M.

  • [removed per forum guidelines]:

I do not know if it is faulty cuase the remote tech has not checked it

5:46 P.M.

  • [removed per forum guidelines]:

and neither have you

5:48 P.M.

  • Agent Anna:

Please can you explain if the computer ran normally after "configuring and installing".

5:49 P.M.

  • [removed per forum guidelines]:

Yes, it completed that portion and I was able to log in. Then I came straight here

5:50 P.M.

  • Agent Anna:

Are you on the computer which you was replaced?

5:52 P.M.

  • [removed per forum guidelines]:

Yes this is the replacement computer I received on July 30, 2018

5:52 P.M.

  • Agent Anna:

Okay. Please click on the windows button and type "This PC".

5:54 P.M.

  • Agent Anna:

Please check the drive space.

5:54 P.M.

  • [removed per forum guidelines]:

121GB of 224GB

5:55 P.M.

  • [removed per forum guidelines]:

Please connect me with a tech for a clean up and tune up on my computer.

5:56 P.M.

  • Agent Anna:

Okay, sure.

5:58 P.M.

  • Agent Anna:

Please can you check the details and space occupied by the hard drive.

5:59 P.M.

  • Agent Anna:

Please check the folders in the drive and their space.

6:00 P.M.

  • [removed per forum guidelines]:

Thanks for your time. This chat will be turned over to store manager for processing. I asked for remote service and now you are wanting me to check things. Have a nice evening

 

I clicked on the link for sales and spoke with Maria, she recommended I call or go to the store. So i pay for a service, and for the 2nd time in as many tries, feel like it is like pulling a tooth to get service that I pay good money for. As I said in the chat, I will be going to the store tomorrow to speak with manager.

Contributor
Posts: 490
Registered: ‎02-07-2011

Re: Geek Squad Support

she was actually correct, "hard drive not i nstalled" initially at boot, but found later, is a hardware error of ether a failing hard drive or failing cmos battery that they cant do anything for online. it would need to be seen by an actuall person. 

Posts: 83
Topics: 2
Kudos: 30
Solutions: 6
Registered: ‎10-19-2017

Re: Geek Squad Support

Hi there, pcguilford!

 

Welcome to our Best Buy Forum community!

 

As someone who uses a computer daily for work, I know what an inconvenience it is when something isn't working properly. That is not the experience we wanted for you, so I appreciate you connecting with us here.

 

While our Geek Squad Tech Support is intended to make your life easier when an issue arises, as nckhammond stated, hardware issues would need to be brought in store for us to look at. That said, I can understand how that answer was not the one you were hoping for when you reached out for help. 

 

Our goal is to be able to get your computer working at it's best, which means there are certain situations where you would need to bring it in store to have it serviced. It brings me sadness to hear that the Geek Squad Tech Support is not meeting your expectations, as that is not how we wanted you to feel after our interactions.

 

If you would like any help when reaching out to the store, please feel free to send over your full name, phone number, and email using the blue "Private Message" option in my signature.

 

Sincerely,

 

 

 

 

Jessica|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎03-15-2019

Re: Geek Squad Support

[ Edited ]

Thanks for the clarification on the issues however I came on here not knowing what to expect so how can I be upset with any answer...i got on this to find out what was wrong, not be told to talk to sales or have computer looked at for repairs that were not done.Actually I never received any answers from her. Your comment of "that answer was not the one you were hoping for when you reached out for help" is completely unwaranted becuase I questioned the answer she gave me for additional information which she never gave. As a matter of fact about 5 min after I got off with her, I got back on with Agent Natalie, who within 10-15 min had me connected with a remote agent who found nothing wrong. As far as Anna, lets review

  • Agent Anna:

Yes the remote session will only be done if the computer is turned on . This is hardware issue you are facing as it mentioned "hard drive is not installed".

 

I was on the computer?

 

I asked

  • [removed per forum guidelines]:

Right but would computer be working if that were true? Also, I can search files on the hard drive, maybe something with a dell update that remote tech could check

 

which instead of receiving the answer you provided (Hard drive issues have to be addressed at store) she went on to ask

  • Agent Anna:

Please may i know the purchase date of the computer?

 

It was not a blue screen, it was some form of dell update as i said in the beginning (Dell in the upper left hand corner).

 

I am sure the remote tech could have pulled up some kind of log that showed those dell updates and if something happened. Obviously if it happened again, then I would completely agree to take it to the store.

Highlighted
Posts: 83
Topics: 2
Kudos: 30
Solutions: 6
Registered: ‎10-19-2017

Re: Geek Squad Support

Hello again, pcguilford!

 

Thank you for elaborating on that. I was also confused by her suggestion that you work with our sales team, so I can understood how the rubbed you the wrong way. While I'm disappointed that you didn't get the help you were looking for from Agent Anna, I'm glad the Agent Natalie was able to step in and get you connected with a remote agent.

 

I'd be happy to document your feedback on this interaction here at our Corporate Office. However, for me to do so I would need you to verify your full name, phone number and email address in a Private Message. You can send that over by clicking on the blue "Private Message" option in my signature.

 

Respectfully,

Jessica|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!