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Posts: 1
Registered: ‎01-30-2019

Incompetent online tech support

I bought a new HP desktop with a cd/dvd drive.  Tried a data cd, drive would not read it.  Plugged in an ext. drive, it read the disc fine.  I went online to get some tech support I pay a monthly fee for. Chatted with two different techs, both said "Don't use that cd". That's it!  That was their "solution" for a brand new cd/dvd drive that didn't work. 


Checked HP support, followed the instructions to "remove device" in the CONTROL PANEL and reboot Windows.  Windfow reinstalled the Drive, read the disc fine, problem solved.  


Pleas tell me why I am paying a monthly charge for tech support, since they don't know basic stuff like that.

Posts: 2,320
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Registered: ‎08-08-2017

Re: Incompetent online tech support

Hi there, cgoree,


Welcome to our community forums, and congratulations on your new desktop purchase!  In terms of technology, there's little more exciting to me than receiving a new device and getting to customize all of its settings to look just how you want.  In the event anything went awry with my system, though, I'd expect timely and knowledgeable assistance, just as you should with any Geek Squad plan.


I was unhappy to read that our Agents with whom you spoke didn't handle your concerns in the most effective manner.  While I'm relieved to hear the issue has since been corrected, I want you to feel comfortable when turning to Geek Squad for help in the future.  We rely heavily on feedback like yours to identify areas of improvement, and I'm grateful you took the time out of your day to share this with us.


If there's anything we can help with down the road, please don't hesitate to reach back out.



Sam|Retired Social Media Specialist | Best Buy® Corporate
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