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New Member
Posts: 2
Registered: ‎06-27-2018

Geek Squad support

I recently took my laptop to Best Buy for possible water damage and was told they had no idea what was wrong with it so I paid $100 for them to do a hardware diagnostic. I was very confident in their ability to tell me what was wrong because I was told that we would know after the diagnostic tests. However, I received a call 2 days later saying that hardware was fine and passed everything so it must be a software issue and was told it’s completely fixable. I do not have the funds for the tech support as I am in college and need all the money I can to go toward school. When I arrived to pick my laptop up, they again explained how it’s just software and can be fixed. Then as the man who was taking care of me was checking me out, he began talking to another agent. After that conversation, he informed me that the hardware actually did not pass and that they still do not know the problem. I am very upset that I paid all that money for them to say the exact same thing that was said before I gave them my laptop. Why did I pay for a recommended diagnostic test if the problem was not found?? So now I am stuck with a laptop that doesn’t work and a wasted $100.
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Registered: ‎11-04-2014

Re: Geek Squad support

Hello selizreed and Welcome to the Best Buy forums

I remember the time one of my nieces once dropped a glass of soda on my laptop never worked the same after that as most liquid damage causes several damage to the internal components. During my years working within Geek squad I would see all kinds of issues and try to diagnose them. By chance during check in did you tell the Agent that you dropped liquid on your device? as saying that should have triggered the old sending it out for repair for $34.95 to diagnose the issue. other wise if that was not mentioned I would see why they charged $100 to run a full diagnostics on your device.

When doing a diagnostic or paying for one thats just it Geeksquad runs a Hardware diagnostic to see what fails as in hardware but does not cover cost of repair or labor for repair. Generally if someone was to tell me I dropped water on a laptop I would recommend taking out of the battery if possible and let air dry for a few days as depending on the liquid damage in most cases Motherboards are fried and cost to be repaired would not be worth it.
The views that I post are my own and not that of Best Buy. ***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
New Member
Posts: 2
Registered: ‎06-27-2018

Re: Geek Squad support

Hello, yes he did know about it, that was the first thing I mentioned.
Posts: 1,110
Topics: 37
Kudos: 17
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Registered: ‎11-04-2014

Re: Geek Squad support

Since I was not there and do not know the full story I would highly recommend going back into the store or call the store and speak with the Geek Squad Manager and see where the disconnect was, See if the manager is able to assist in any way would be my only real recommendation. Otherwise if you wish to have a moderator respond to the issue I am sure they will document your concerns.
The views that I post are my own and not that of Best Buy. ***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
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Posts: 1,718
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Registered: ‎10-19-2017

Re: Geek Squad support

Hello selizreed,

 

Welcome to the Best Buy forum! I remember what it was like being a college student barely getting by with ramen noodles and cheap coffee so I can totally see where you’re coming from with concerns about diagnostic for your computer. As @poprex911, mentioned, liquid damage can do a number on a laptop, so if it’s mentioned, it should be something an Agent considers before making recommendations.

 

With that in mind, did you end up speaking to a manager at the store you received service? If so, please let me know how that went. Otherwise, I would be happy to reach out to the store on your behalf. For me to do that, I will need some additional information including the store you went to, your full name, phone number, email address, and, if possible, the repair order number. That information can be sent securely by selecting the blue “private message” button in my signature. I look forward to hearing back from you!

 

Thank you,

Kayla|Social Media Specialist | Best Buy® Corporate
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