Best Buy Repair Support

[mcsadmir]

July 26th I sent my laptop out to repair to the Kentucky service center through my local store. The Geek Squad representative said it'd 2-4 weeks to repair a corrupt hard drive that won't boot and faulty lid and hinge. It's been almost a month now and the repair progress of the service order is stuck on "in repair. Work in progress. We're assessing your device. We may need to replace it." No new updates on parts or any parts availability are given.

[hockeycanuckjc Community Veteran]

A corrupt  HDD would probably mean there are bad sectors on your drive, making it almost inoperable. I wonder what the SMART status of the hard drive reads. Not always the case but a fresh install of Windows can take care of this or a full format with a disk utility tool (boot from USB)  you can use to format the drive. Windows XP used to have such tool for a full format but it went away with Vista and all other further Windows editions.

Is this something you are repairing under an manufacturers warranty or is this Geek Squad protection? Or are you paying out of pocket for the repairs? I'm not sure what kind of computer you have but if it's taking this long to get your repairs done, you may be able to purchase a budget computer in the mean time to get things done until the repairs are done.

[nckhammond]

"faulty lid and hinge" probably means they are attempting to find the parts. Case parts are sometimes unavailable.

[mcsadmir]

It's purely the HDD, connecting a new SSD booted up perfectly with the same data, and even installing a copy of windows 10 via USB didn't work on the corrupt drive.

[mcsadmir]

^ Forgot to add it's under Geek Squad Protection

As for unavailable parts, I would expect them to at least put an update out on service order since for others I've seen it say on the Best Buy website parts were unavailable to be found so the laptop was junked out. The hinge comes with the lid for my model so it's only one physical part plus a new hard drive.

Ironically I saw the same Seagate model HDD both on the Best Buy site to buy and in person, but I wanted to make use of this protection plan and save money

[nckhammond]

If it's under a year old they use the manufacturers warranty, meaning parts may have to come from HP or whoever and it still takes forever.

[mcsadmir]

It's around 2 and a half years old, so it'd use the Geek Squad plan I got for 3 years.

[AndrewB-BBY Social Media Specialist]

Good afternoon, mcsadmir,

Welcome to our community forums. I appreciate you taking the time to write to us and letting us know about your laptop repair. I know if I were in your shoes I would want to have an idea of when this would be completed and this laptop available to be picked up.

Generally, you local store would be able to reach out to our service center to see if any updates are available. Have you been able to get in touch with them to make sure they are aware no updates have been provided? As nckhammond mentioned, it's possible that we are waiting to receive this lid in order to complete your repair.

Please let me know if you have been unable to get in touch with your local store, I'd be glad to see how I may be able to best assist you!

[mcsadmir]

Called the Geek Squad number today and I haven't visited my local store but I plan on doing so. The rep said they were waiting for a reply for me or something like that but I didnt know since the email with the service order is one I can't access. They said they contacted GS to call me directly but I doubt they will honestly. Why hasn't there even been an update on the Best Buy site that they needed to reach me?

[AndrewB-BBY Social Media Specialist]

Hi there, mcsadmir,

Thank you for following up with me. If you need assistance locating your service order number I would be glad to take a look for this. It sounds like the Geek Squad may need your permission to move forward with a repair.

I will need a bit more information so I can begin searching for this. Can you please send me a private message that includes your:

Full name

Email address

Phone number

You can send me a private message by clicking on the blue button at the bottom of this post across from my name. I'll keep an eye out for your message.