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Posts: 1
Registered: ‎02-02-2019

Laptop was not updated and the online service will not help fix the problem

[ Edited ]

I had my laptop repaired and I had my hard drive backed up Jan 31, 2018.  I was told all updates would be done as well. However, when I got home and started working on my laptop a pop up came up saying something restart your computer to finish the update.  No biggie I thought, so I did.  Unfortunately, the update never completed, and the window was stuck on 81% complete.   I went to the online chat and explained what was going on since I picked up my laptop.  Paul (on line chat tech) advised me that I had two choices.  I could take the laptop back into Wilmington and have them look at it.  I explained that I was not able to go back into Wilmington & this update should have been done.   Then, I could pay him $39.99 to fix it online. I asked can you update it for me? His response on Feb 2, 2019

Agent Paul:

No As you are not been entitled with our any support plan we cannot take the system remotely.

10:51 A.M.

All I wanted was to have my laptop working like it was before I picked it up.   Not a happy camper.

Laurie {removed per forum guidelines}

Service Order {removed per forum guidelines} picked up Jan 31, 2018


Posts: 514
Topics: 21
Kudos: 109
Solutions: 24
Registered: ‎11-23-2018

Re: Laptop was not updated and the online service will not help fix the problem

Hello, Laurie, and welcome to our online community!


Thanks for reaching out to us on our forum page. We hate to hear your laptop may need further attention after an appointment with our Geek Squad. We definitely want to make sure you receive all necessary updates possible within your support plan, and I'd be happy to look further into this and see what we can maybe do moving forward.


Can you please send me a Private Message including your full name, email, phone number, and service order number? Per our forum guidelines, this personal information has been removed from your public post and we are unable to see it. You can send me a Private Message by selecting the blue option to do so to the right of my name below.





Allison|Social Media Specialist | Best Buy® Corporate
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