Best Buy Repair Support

[EvilProfessor]

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. 

1. The laptop came back with the screen replaced and the keyboard entirely replaced (overkill, but okay). Replacement grippy strips were denied as being cosmetic. Doesn't feel that way when my computer starts to slide off my lap desk, but it didn't seem worth arguing about it. So computer appears to be fixed until a few hours later I notice that the webcam kill switch on the side is now missing. IT WORKED PERFECTLY BEFORE THE REPAIR. So back it goes for another repair. 
2. Laptop comes back a second time with a replacement kill switch, but now the internal fan THAT WAS WORKING PERFECTLY BEFORE THE SECOND REPAIR is making weird noises or not turning on at all. So back it goes for a second repair to fix the new thing they broke. Again. In addition to the fan getting fixed, I requested that the screws holding the case together be replaced because they had been stripped during the first two repairs. The computer no longer was solidly held together because the screws were not tight. Geek Squad wants to trash the laptop and call it unrepairable. But the model is no longer carried by Best Buy, and I insist that they repair it to fix what they broke in the first and second place. 
3. Laptop comes back a third time and apears to work, but the screws have not been replaced. So there is a gap in the case where the top and bottom cover should be solidly screwed together. A couple of screws are just loose, and I am surprised they didn't fall out. But at this point, I need my computer so I just try to suck it up. 
4. Took a trip and brought my laptop with me. When I returned, the laptop no longer recognized that a battery was present. No doubt it was because the case wasn't screwed together properly, which allowed the internals to be jostled during travel. Local Best Buy employee agrees that it should be replaced or I should get a refund, but that has to officially be put in the system by the external Geek Squad repair center. So it's sent out again. That was on Tuesday, Jan. 12, 2022.
5. I get an email today, Jan. 14th, saying that Geek Squad has requested a part and repairs are being done. But I was assured that a notation had been put in requesting that it be trashed and a refund/replacement issued. I tried calling Geek Squad directly, and got somebody who immediately transferred me to an automated system telling me I had to call my loocal store. Local store people say that the outside Geek Squad people claim this is a "new" problem and so doesn't qualify under the previous problem for replacement/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?

[Kayla-BBY Social Media Specialist]

Hello, EvilProfessor,

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. 

Thank you,

[EvilProfessor]

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? 

[Jenni-BBY Retired: Social Media Specialist]

Hi there!

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. 

Best,

[EvilProfessor]

Jenni has diappeared with no response to my latest private message sent five days ago. Can I get somebody else on this? 

[EvilProfessor]

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. 

[EvilProfessor]

I should also add that the battery charging problem was eventually solved with a system upgrade, no help from Best Buy. 

[AHiga]

Thanks. This is my third time sending it in, and I read in the warranty that the reason they try their best not to junk it is because it’s over $300. My laptop was well over $300, so my biggest fear is that they will continue to keep attempting to fix it. Thank you for your clarification. This will be my last time getting Geek Squad coverage as well, and will stick with the laptop company warranty next time. I love my Asus, and have been waiting over a month for my laptop to return to me. If this keeps going back and forth, I will be filing a complaint with the BBB.