10-22-2017 12:34 AM
10-24-2017 12:04 PM
I’m sorry about your laptop! I’m not sure what you ultimately use it for (leisure, school, work, etc.), but I know it can be rather stressful to be without a working computer for any length of time, so it’s discouraging to hear things didn’t go according to plan after turning it in for service. While repair may sometimes take longer than anticipated, it’s clear to me something was missed the first go around if you’re still seeing problems.
As you may know, most Geek Squad Protection plans have a “No Lemon” clause to ensure customers aren’t going through unnecessary repair services. While the exact terms and conditions have changed throughout the years and are specific to the purchase date of your item, please know that any repair services performed due to accidental damage from handling do not qualify towards this benefit. This could explain why local management were unable to honor your request for a replacement and instead asked to send your computer back out for service. I apologize if we failed to properly explain this when visiting your local store.
Although we wouldn’t be able to honor your request, we would be happy to send your computer back out for service if you haven’t already. To ensure a Geek Squad agent is available at the time of your visit, please be sure to schedule a consult online. If you have any other questions about this though, please feel welcome to reach back out.