02-06-2021 02:25 PM
On January 2nd, 2021, I took my HP Pavilion to Best Buy because I was having issues with the battery. The battery kept draining quickly, and a message would come onto my screen at startup telling me that the battery needed to be replaced. When I went to Best Buy to get the battery replaced, I was told that my computer would need to be sent off to the support center in Louisville, and it would take at least two weeks. So I gave them my computer, and didn't hear anything about the status of the repair until January 19th. That morning, I got an automated text that told me that my estimate was ready, and that I needed to call the phone number provided. I called the number several times, but I was always directed to voicemail. I left two voicemails, and gave my phone number, but no one ever called me back. On January 25th, I got a text that said that my service was complete, so I went to Best Buy that night to pick up my computer. When I got there, however, the Geek Squad employee told me that since I never responded about the estimate, they had just sent my computer back without fixing it. This was very frustrating to hear, since I had tried to call the phone number provided to me multiple times, and I had left two voicemails, and they had never gotten back to me. They offered to ship off my computer again so they could actually fix it, but I didn't want to be without my computer for another three plus weeks, so I decided to just live with the battery issues. My computer acts fine if I have it plugged in, so it's not a huge deal. I'm just frustrated that after all that time and trouble, my computer wasn't fixed. I thought I should make you aware of this frustrating experience.
02-09-2021 10:53 AM
Thank you for reaching out to us about this on the Forums. I can certainly understand how this would be a frustrating experience, and I'm glad that you reached out to let us know about this. I can imagine it was very disappointing to not have your computer repaired, especially as you took all the steps needed to get this done.
This doesn't sound like the service that we strive to provide, and I would like to formally document this experience here at the corporate campus. I would also like to see if there is anything that I could do to help.
So that I can get started, please send us a private message with your full name, email, and phone number, as well as your service number, if you have it handy. Looking forward to hearing from you!