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Posts: 3
Registered: ‎01-24-2020
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Incredibly Frustrated with Laptop Repair

[ Edited ]

We have a Dell XPS laptop, for which we purchased  a Geek Squad warranty.  In mid-December, the computer refused to boot and was showing a BIOS flash code indicating that the memory had an error. 

 

Service Order {removed per forum guidelines}

We brought it to the Algonquin store on 12/24.  You mailed it to the Geek Squad service center.  It was returned on 1/7.  However, when we came to pick it up at the store, it was completely dead.

 

Service Order {removed per forum guidelines}

You shipped it back to the service center the next day.  We’ve received multiple updates indicating that they’ve ordered parts.

 

 

Today, it’s been a month since we first handed you the laptop.  That’s simply unacceptable.  It’s still under mail-in warranty from Dell – at this point I wish we’d just sent it there!

 

We call for updates to the service center number.  After waiting on hold for 10-20 minutes EVERY time, they can’t tell us much.  Sometimes they say we should call the store.

 

When we call the store, we’ve had the following:

  • It’s out of our control. You need to call them.
  • We’ll try to escalate.
  • And the best…”things aren’t going well there. We’re having a lot of problems with repairs we send there.”

 

Today I tried calling 800-BESTBUY to lodge a complaint.  The menu options just land me at the same place.

 

I am beyond frustration.  Why wasn’t it fixed right the first time?  And, what kind of trial and error is going on in the process now?

 

I should mention I’ve been in IT for a long time.  I’ve been a certified Dell tech.  This simply isn’t right…and I know it.

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Posts: 7,190
Topics: 116
Kudos: 376
Solutions: 394
Registered: ‎12-23-2016

Re: Incredibly Frustrated with Laptop Repair

Hi, bburchfield,

 

Thanks for joining the Best Buy Community forums. With how connected we are these days, being without a computer for that long is a huge disruption in your life. I'd like to see if I can get you an update on what's going on.

 

Please send along a private message through the link in my signature with your name, email address, and phone number. I'll see if I can dig in and find more details about the delay for you.

 

Sincerely, 

Kyle R|Senior Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎01-24-2020

Re: Incredibly Frustrated with Laptop Repair

Kyle,

 

My thanks to you for your work on getting me answers.  You have been responsive and informative.

 

That said, I am incredibly dissatisfied with the way this repair went down.  In the end, I was without my device for five weeks.  Getting a simple update was maddeningly difficult - sometimes impossible.  The store blames the service center and insists that we call there.  The service center says they can't help, and to call the store.  Store leadership did not respond to email.  Calling 800-BESTBUY lands you in a menu that simply puts you into the same queue as calling the service center.  Calls to both the service center and the store resulted in promises of "escalation", with no indication that anything was ever done.

 

To add more insult - since the primary user of the laptop went away to college after the first of the year, we requested (and Geek Squad agreed) to return the laptop to a store near the college.  That was confirmed at least twice during communication on the ticket.  Where did the laptop go?...back to me at the store where we dropped it off.

 

I don't expect magic.  But I certainly know enough to know that this repair took way longer than it needed to.  And the lack of communication when it went sideways is appalling.

 

I purchased a Geek Squad warranty with an expectation of value.  In this case, since I have a mail-in warranty with Dell, "value" translates into customer service and convenience.  BEST BUY HAS FAILED MISERABLY TO DELIVER  VALUE.  I can only hope that someone in senior management sees the volume of similar complaints and decides to address them.  You can definitely count me out as a future customer.

Posts: 7,190
Topics: 116
Kudos: 376
Solutions: 394
Registered: ‎12-23-2016

Re: Incredibly Frustrated with Laptop Repair

Hi, bburchfield,

 

Thanks very much for your feedback on this. As a former Geek Squad Agent myself, I can assure you that this isn't at all typical of the service that we provide, and I apologize that we fell short on this at so many junctures. I will be sure to document all of this in our corporate systems so we can use your feedback to get better going forward.

 

I'm confident the next time you use our services we will provide superior support.

 

My previous offer to see if we can help get that computer sent to the right place stands. Please reach back out by private message if you'd like me to do that.

 

Sincerely, 

Kyle R|Senior Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎01-24-2020

Re: Incredibly Frustrated with Laptop Repair

Thanks for your offer, but based on my commentary I hope that you can understand I will not let the laptop back into the hands of Geek Squad again.

Posts: 7,190
Topics: 116
Kudos: 376
Solutions: 394
Registered: ‎12-23-2016

Re: Incredibly Frustrated with Laptop Repair

Hi, bburchfield,

 

I can understand. I'd be reluctant to hand my computer back over after such a bad experience as well.

 

If you do change your mind, or if you ever need help with another Best Buy purchase or service, please don't hesitate tor each back out.

 

Sincerely, 

Kyle R|Senior Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!