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mk4
New Member
Posts: 2
Registered: ‎03-04-2019

One month and still waiting.

[ Edited ]

A month ago my wife took a laptop we purchased at Best Buy in to our local BBY store for repairs.  The laptop is still covered by an Geek Squad Protection Plan.

 

The online support tracker has not been updated since February 20.  We've called the support center number multiple times, and supposedly the case has been escallated to "as high as we can escalate it".  The Case Number is {Removed per forum guidelines}.

 

We've been told multiple times that "it should not be just sitting there with no action".  And we've been told multiple times "I'm escalating this directly to the supervisor, who will call back in 24/48 hours".

 

No one is calling back.  Never, not once.

 

Absent getting any actual resolution to this, I am starting to consider calling the police and reporting the laptop as having been stolen by the local BBY store,  This is absolutely absurd.

 

And in each phone call, the Geek Squad Agen tries to talk me into buying a Total Care Support plan.  That's never going to happen.

 

 

Posts: 1,501
Topics: 4
Kudos: 147
Solutions: 84
Registered: ‎10-19-2017

Re: One month and still waiting.

Hey, mk4,

 

Welcome to the forums and thanks for the post! Having a computer in repair can be frustrating. That's especially the case when it's seemingly taking a while. I'm sorry to hear you haven't had an update. I'll be happy to look into this! 

 

Would you be able to send me a private message that includes the following?

 

-Name

-Email

-Phone Number

 

Provided this, I should be able to access your account and take a look. 

 

Best,

 

Luke|Social Media Specialist | Best Buy® Corporate
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mk4
New Member
Posts: 2
Registered: ‎03-04-2019

Re: One month and still waiting.

Just when I thought we'd finally gotten things resolved, we hit another problem.

 

In a nutshell - my laptop (covered by an active GSP plan) went in to the local store to be repaired a full month ago.  The local Geek Squad Agents sent it to the Geek Squad City (GSC) location.  

 

At the GSC location the system status on the laptop repairs showed a fairly active process for the first two weeks.  Evidently there were 8 separate cyces of ordering repair parts, installing them, then finding another problem requiring more parts.

 

After two weeks of that, the updates stopped.   We gave it a few days and then started calling the support line to find out what was happening.  The service people on the phone had no information to share with us.

 

For two more weeks we kept calling. Nothing helped.  Eventually the phone support team started telling us that "it has been escalated and a supervisor will call back in 24 or 48 hours.  We were told that multiple times.  Not once did anyone ever call us back.

 

We have, to date, not recieved any communications intitiated by the Geek Squad.  No supervisor calls, nothing.

 

The repair status has changed now to indicate the laptop might have to be junked.   We logged into the repair status tool and saw that potential change of status and waited a day to see if we would get any phone calls from the Geek Squad.

 

No calls.

 

So we initiated a call and asked for an update.  After another hour on the phone we finally got a statement that the repair work had indeed been abandoned and the laptop was being junked.  We'd have to go in to a store to execute the process to get a replacement.  And we would need an appointment to do that, so we set things up for that appointment.

 

Today I showed up at the agreed on store and stood around at the Geek Squad desk for one and a half hours while two Geek Squad Agents tried to get the POS terminal to complete the steps to execute the junk out.  They saw the status from the GSC agents about the junk out.  The saw the indicators showing that we, the customers, agreed to the junk out.  But apparently the GSC agent failed to properly enter all of the necesssary details, leaving the repair case in a state of "awaiting customer input".  

 

So they told me to go home and they'd call me to let me know when they manage to figure out how to correct the 

POS system information.  No idea if this is going to take yet another day, or another week, or another month.

 

I really, really, really hope they do not try to insult me by asking if I am interested in paying even more money for a "Total Care" service.  

 

Posts: 1,501
Topics: 4
Kudos: 147
Solutions: 84
Registered: ‎10-19-2017

Re: One month and still waiting.

Hey, mk4,

 

I'm sorry to hear about this additional bump in an already frustrating experience. Has a member of the store's Geek Squad had a chance to reach out to you with a resolution? If not, can you send me a private message to let me know what store you're working with. I'll be happy to reach out to them on your behalf. 

 

Best,

 

 

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