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Posts: 1
Registered: ‎11-16-2021

Geek Squad repair extremely long without any update

[ Edited ]

I dropped of my Best Buy bought ASUS PC for fixing as it is not power on anymore on Oct 1, 2021.  I was promised with an estimate of turn around time between 2-4 weeks.  By end of Oct I still see no update so I call Best Buy customer support and they have no idea as there was no status update on the Service Order.  An escalation ticket was created but still no one contact me for any update for 2 more weeks. 


Today (Nov 16 2021) I come into the store and ask for status update and I was told by the Service Agent that it is at the Kentucky service center waiting to be inspection for repair.  But then 10 minutes after leaving the store I've received an email that the PC is just about getting ready to ship out.  I've called the store to confirm if the PC has not been ship out yet then I want it back.  The agent has confirmed me that the PC has been shipped and is at the Kentucky repair shop. 


I don't know what to believe anymore.  This has been the worst customer service Best Buy has provided so far.  I do hope that the PC is in fact at the repair center and going to get fixed soon otherwise I'll continue to escalate this issue up the chain until this is resolved.  Thanks



Your Repair Status

Track another repair
Service Order Number:{removed per forum guidelines}
Checked in by: Agent XXXX
Your device has shipped.
In Transit
Drop Off Location:Best Buy Milpitas
Service Location: Geek Squad Service Center
Status updates can take up to 60 minutes to display.
Tracking Info 
  • 11/16/202105:58 p.m.
    We've shipped your device to our service center. Due to COVID-19, shipments may require more time than usual. We'll update this status when we start your repair.
  • 11/16/202105:58 p.m.
    We've added your device to a shipment. Due to COVID-19, shipments may require more time than usual. We'll update this status when we start your repair.
  • 11/16/202105:58 p.m.
    We're getting your device ready to ship.
  • 10/01/202107:48 p.m.
    Thank you for trusting us with your device. We'll take it from here.
Posts: 2,364
Topics: 219
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Solutions: 82
Registered: ‎07-06-2009

Re: Geek Squad repair extremely long without any update

Hello, calvin555,


Welcome to our Best Buy Support forums! I know I rely on my computer a lot, so I can understand having yours in for service for so long is not ideal. While I wish you were joining us under better circumstances, I'd be happy to look into this with you to find out what is happening with your repair. 


I know getting multiple answers as far as where your computer is and the status of the repair shouldn't be happening, and I can appreciate you wanting to get some answers on this. Can you please send me a private message with your full name, phone number, and your email address? With this, I should be able to review the service order and contact the service center to learn more about what's happening. To send me the message, you can simply use the button in my signature below. 





Melissa|Senior Social Media Specialist | Best Buy® Corporate
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