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Posts: 2
Registered: ‎12-30-2020

Laptop Replacement

I purchased an HP Spectre x360 15" laptop underwarranty which I believed covered replacement as long as my laptop if Geek Squad cannot fix it. I have sent this $2000 dollar laptop in for excessive fan noise twice, and each time it gets sent back the same and my laptop is now scratched up and the rubber feet are falling off due to the repairs. I also had a very hard time with Geek Squad since it seemed like they lost my laptop on the second time they sent it for repairs. It took 4 and a half weeks to get my laptop back just for it to still have the excessive fan noise. My question is how badly would I have to break this laptop for me to get the replacement, and if this laptop was bought on Black Friday will the replacement be of value equal to the purchase price or the price before the sale? I am not trying to do this to be mean, but why would I ever believe third time is the charm with sending laptops out to you guys. Each time I get it back the rubber feet start falling apart and the fan noise is still there. I do not want it to get sent out becaue my experience is that bad. I just want a working laptop, and I don't want towait for it to come back since I am in college and constantly moving. Like I said before I do not trust Geek Squad to get my laptop back on time because last time took way to long. I also tried changing the delivery address and that took 4 different hour long calls just for Geek Squad to ignore my request. I just want to get a new laptop with as little hassle as possible.


Posts: 1,796
Topics: 91
Kudos: 283
Solutions: 93
Registered: ‎11-23-2018

Re: Laptop Replacement

Hello, Theory73, and welcome to our online community!

Thank you for posting on our forum for support, although I hate to hear about your experience. We'd expect you to receive world class service when it comes to repairing an important device such as a laptop, and I'm sorry your past two repairs did not measure up. I can understand your concern and frustration in this situation, especially since I know how important it is to have a functioning computer for every day use. I'm happy to do what I can to help.


First, can you please explain if you discussed your continued concerns with the Geek Squad team at your local store? What support did they provide? Please follow up in private message to me explaining this and include your full name, email, phone number, and service order numbers as well. You can find the blue option to message me to the right of my name below.


All the best,

Allison|Social Media Specialist | Best Buy® Corporate
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