03-14-2021 05:31 PM
Hey all. I've done all I could keeping this issue private and phone-only, but I'm tired and genuinely just done with this entire experience.
I dropped off my MSI Laptop on the first of February. It had damage to the left-side hinge forcing the internal components to be damaged, as well as potentially needing a battery replacement due to lack of charge.
I was informed the procedure would take 4-6 weeks, but at this point the issue was known for months and I just had to bite the bullet and give it over. Tomorrow would be the six week mark.
My issue with this is not the fact that it wasn't done before the time estimate was completed, nor is it the fact it is taking this long in the first place (It's of course disheartening as I have no other computer but it is what it is), but the sheer lack of communication is infuriating and downright unprofessional.
It took four days for my laptop to leave the state and travel to the repair center on February 5th. From there, another five days before I was requested to consent to an estimate approval (I think it was around $250? I don't even remember) on February 10th. Next day, the 11th, they tell me a part is needed and is in stock. Great! Six days later it reads: "Your device is in our queue and will be assigned to an Agent soon."
That is the last message received on February 17th at 1:35PM. Still "In Repair", still no Agent assigned, still not telling me what parts were needed, what changes were made, when it's coming home...
I've called 11 times from February 11th to today, March 14th. Almost every single call, no matter how kind and jovial the representative is, they tell me "Oh I'll alert a Geek Squad Manager and they will call you back to discuss the estimate/work being done/etc.". Not ONCE has this reassurance ever come true.
The last time I called, this past Thursday the 11th, I said point blank that I am done. I want my case escalated and a formal complaint to be made. The representative tried to dissuade me by saying that "MSI just takes this long, it's normal", and I'm sure it does. But this lack of communication is inexcusable. He complied, gave me a case number, and told me someone will either email me or update my Service Order within 48-72 hours. It's way past 96 hours now. Again, I want to clarify that things take time. I am speaking to humans, and I am only human. I understand that estimates are just estimates, that repairs and shipping and fixing takes time. What I do not understand is the absolute disrespect of the Geek Squad staff and management to leave me in the dark for almost a month, calling and begging for any explanation of what are they doing and why are they not telling me anything, and getting NOWHERE.
So I'm done. I'm taking it to this forum because I don't see what other options I have to get my laptop home. I hope this actually makes something work.
03-15-2021 11:23 AM
Hello, TheRandomeer, and welcome to our online community!
Thank you for posting on our forum for support. I know how important it is to have a functioning laptop, so I can only imagine your concern after being without your device for over a month with little to no communication on what's going on. I hate to hear you're faced with this issue, and I'm hoping I can help get an update or movement on your repair. I understand you have not received the support you've been promised previously, and I'm dedicated to getting you answers now.
To start, please send me a private message including your full name, email, phone number, service order number. You can find the blue option to message me to the right of my name below.
All the best,