01-14-2022 04:21 PM
I broke the screen on my HP Spectre x360 a few months ago. My bad, but hey, I got the accidental drop protection, so no worries. I also had lost a key and the bottom grippy strips had come off. So time to do a repair.
So I'm done. I don't trust the Geek Squad repairs to be done properly. I want my money back. My protection plan is up *today*, so when the laptop comes back with something else broken, I'm screwed.
WHAT DO I DO?
01-14-2022 04:49 PM
Thank you for taking the time to share your concerns in this matter. It does indeed sound like many issues have popped up with your laptop (to say the least), and I know I would feel nervous about additional problems in the future.
Regarding the current repair, please know that Best Buy does offer a 30-day workmanship guarantee on all Geek Squad repairs. Learn more about Geek Squad Computer & Tablet Services on our website here. If you run into an issue within that time frame, please connect back with the store location where the computer was initially sent out for repair to have them assess the specific unit and situation.
From what you've said, assessment of the laptop showed the latest issue as a new problem that was not caused by previous repairs. The teams at our repair center are best qualified to make assessments so that may well be the case. With that said, I would like to look into this a little further. Would you be able to send me a private message with some additional information? I'll need your full name, phone number, and email address. If you happen to have the repair order numbers from your current and previous repairs available, those would also be helpful. To ensure your information stays secure, be sure to send it to me via private message.
02-20-2022 07:22 PM
Got the laptop back. It initially appeared to be working. I typically work with the laptop plugged in, so I didn't initially realize that it wasn't charging the battery. When I did realize it a couple of weeks later, I tried my best to try to live with it. I got it to charge on rare occasions when it was closed and if I happened to get it in just the right orientation. But that's not sustainable long-term. I rely on the laptop for work and graduate school, and it's challenging to be without it for any length of time, so i delayed taking it back as long as I could.
We picked it up previously on January 21. Knowing there was a 30 day warranty on repairs, I had my husband take it back today, Feb. 20.
IT WAS REFUSED!
The 30 days, he was told, ended on Feb. 19 because that's when the repairs were completed. Never mind that it had to be shipped back to the store and we couldn't pick it up until the 21at.
Seriously, Best Buy? My repair warranty window began before I picked up the laptop? How is that even legal? So where to now? Local news consumer beat? State attorney general?
02-21-2022 08:00 AM
Thanks for reaching out to us here on the Best Buy Forums. I use my laptop daily, so I can understand the importance of having your unit charged and ready to go. I am happy to look into this situation further!
To start, please send a private message with your full name, phone number, and email address, along with the service order number (if you have it). You should be able to do this by clicking the blue button near my signature.
12-09-2022 12:08 AM
This thread has been moved to Best Buy Repair Support for further review.
12-09-2022 02:46 AM
I eventually got it back, mostly fixed. They refused to junk it. The hinge is loose for holding the screen in place, and the power button is somewhat recessed. The stripped screws were not replaced, and one has since fallen out. But because they got it back to me shortly after the warranty was officially over, they claimed the hinge (that they messed up) and the screws (that they stripped) weren't covered.
I will never get another Geek Squad warranty or count on them for any repair in the future. It's clear to me after this experience that they have not given the proper training to those who are in charge of repairs, and have no plans to do so. It's much more profitable to continue to sell extended warranties and then not actually come through when a warranty repair is needed. Take your repairs elsewhere.
12-09-2022 06:43 PM