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New Member
Posts: 9
Registered: ‎08-19-2021

Possible scam and overall wrong doing at Best Buy Deptford NJ location

Unfortunetly I am contacting you on behalf of a laptop repair that has gone very wrong. In June I sent my laptop out for repair from your Depfort NJ location. Origninally I was told it was a 100$ fix and that was the only time someone from ether company has made the intial contact to me. Since then my laptop was sent back to best buy without repair, without comminication from the best buy repair center to ether end, has gone back out for repair to the same location against my better wishes, and now going on 3 months (I was told orginally 2-4 weeks) I am being told it is a 800$ repair on a laptop sold by your company at 750$. I have missed a summer class because of this issue and overall just want this proplem to be righted and solved. I have gotten nothing but rudeness from the Depfort location from Neil the manager. Every time I had to reach out for information as somehow that same moment within an hour of my call request there where "updates" on my laptop. I have been forced into talking to middle men througout this experence and am very frustrated. 

Unfotunetly there is more to this store yet I shouldn't write you a novel. I have been struggling to get any information from your company and really dont want to bring this problem outside of bestbuy but I am also getting really tierd of how I am being misshandled and lied to. You have managers saying they are above anything/anyone in corprate and not to try to contact anyone on problems even. 

Posts: 6,255
Topics: 213
Kudos: 452
Solutions: 319
Registered: ‎08-21-2017

Re: Possible scam and overall wrong doing at Best Buy Deptford NJ location

Welcome, AB123,

 

Thank you for taking the time to reach out to us here on our community forums to let us know about your experience with this laptop repair. As a student myself, I know how big of an impact it can be to go even a day without your computer. I can understand wanting to get your laptop back as quickly as possible and understand why this repair estimate has changed. I would be glad to help you explore what options may be available to assist you moving forward.

 

Based on your message, it sounds like this laptop may not be covered by a Geek Squad Protection plan, is that correct? While we are still able to repair many products without these plans, our service center does need to diagnose a device in order to provide an estimate on what parts are needed. This is likely why the estimate changed once your laptop was expected.

 

As you mentioned, your local store is often the best resource for updates regarding the status of a repair that was sent to our service center. You mentioned that this store was "scamming" you, can you please provide some more details about this? I'd certainly like to make sure that this information gets to the right place.

 

If you'd like, I can also take a look at your repair status to see if I can provide an update on what is going on. I will need some additional information in order to do so. Can you please send me a private message that includes your:

 

Full name

Email address

Phone number

Service order number

 

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

AndrewB|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 9
Registered: ‎08-19-2021

Re: Possible scam and overall wrong doing at Best Buy Deptford NJ location

I have written all of the events down with dated time stamps so feel free to ask for a copy of that when we talk. I prefer if you can give me a call on the matter as it will save us both time in writing/reading and i'd like to solve this before my semester starts on the 1st. I sent the pm to you too. 

Posts: 6,255
Topics: 213
Kudos: 452
Solutions: 319
Registered: ‎08-21-2017

Re: Possible scam and overall wrong doing at Best Buy Deptford NJ location

Hello, AB123,

 

Thank you for following up with me and sending that information over. While I will be unable to call you, I will be sending you a private message shortly.

 

You can check your inbox by clicking on the orange envelope in the top right corner of your screen after logging into your forum account. I look forward to further reviewing this for you.

AndrewB|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 9
Registered: ‎08-19-2021

Re: Possible scam and overall wrong doing at Best Buy Deptford NJ location

Overall it seems like no one in the company has an explination as to why I only heard back on information when I contacted them and how everything happen to get to them minutes after I told them I am really getting frustrated at the situation. 

No one on any end has any explination or commentary as to why the situation doesn't feel like a scam or how it could be potentally a scam and they'd look into it. 

I hope others will/can take this in to account if they ever need laptop/computer repairs. Non the less they want to charge me 800$ to fix a loptop they sell for 750$

Best Buy Employee
Posts: 2,402
Registered: ‎01-09-2015

Re: Possible scam and overall wrong doing at Best Buy Deptford NJ location


@AB123 wrote:

Overall it seems like no one in the company has an explination as to why I only heard back on information when I contacted them and how everything happen to get to them minutes after I told them I am really getting frustrated at the situation. 

No one on any end has any explination or commentary as to why the situation doesn't feel like a scam or how it could be potentally a scam and they'd look into it. 

I hope others will/can take this in to account if they ever need laptop/computer repairs. Non the less they want to charge me 800$ to fix a loptop they sell for 750$


1.  All repairs are taking longer than normal.  Due to COVID-19, extra precautions and parts delays have extended these windows.  My guess on why it correlates to when you reached out:  The team was notified of your inquiry and you were put in a priority contact list, leap frogging over individuals that have actually been waiting longer.  This is farily common in customer-facing support channels in many companies.  I would look at this as a positive, not a negative.  You received an answer quicker because you reached out anxious to know the status.

 

2.  Nothing about the information posted in this thread seems "scammy".  There is a process to repairs, especially ones that require authorization for repair charges.  Typically, an authorization is obtained for a maximum repair fee at the time of check-in.  Of course, sometimes this is set at $0 to ensure approval for *ANY* repair fee.  Once an item arrives at the service center, they begin testing.  It's fairly common that they may find the initial diagnosis and fee to be incorrect, once they get into the machine and begin testing.  Often, other components may be found to be bad as well.  These will all incur additional fees if not covered under a warranty of some kind.

 

3.  Prices of repairs have nothing to do with how much a machine costs.  Laptops are very modular, with a lot of them sold as large pre-assembled pieces (top cases, screen assemblies, etc.).  Factor in the going rates for electronic repair labor and it can absolutely cost more than it does to buy the machine new.  

 

Hope this clears everything up.

I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
New Member
Posts: 9
Registered: ‎08-19-2021

Re: Possible scam and overall wrong doing at Best Buy Deptford NJ location

To address your last part. Although I have still not been notified by anyone in the company about what is actually wrong with the laptop. I only was told 800$ when I ask ANYONE I get a response of "I dont know what the code means" If it is a motherboard repair which I was told could be the most expensive. You can buy them for ~ 350$ so i am being told that the labor (even after stalling so long) would be 450$ and this is after they failed to find the problem and gave me the wrong anwser to only send it back without asking or communicating with me. 

I am sure you would not see the purpose in spending more on the cost of something than the repair. 

New Member
Posts: 9
Registered: ‎08-19-2021

Re: Possible scam and overall wrong doing at Best Buy Deptford NJ location

Anyone want to explain why the detailed information on this even is being deleted over and over again? 

New Member
Posts: 9
Registered: ‎08-19-2021

Re: Possible scam and overall wrong doing at Best Buy Deptford NJ location

Shorthand I sent my laptop out in June from the best buy in question. Received a call from the best buy repair center on july 2nd saying the repair was 100$ in which I approved the repair. The laptop then went missing as it was unknowingly sent back to the Deptford location with no status. On August second I showed up in person where I was told that "my laptop just came in that morning" I was eager to have it back as I had already missed a summer class due to the process taking longer than the 2-4week estimate back in june. I was told there was a complication and that I should wait to receive a call when a manager checks out the situation, being told "it'll take about an hour." After 2 hours of waiting in the area I went back to the store in which I was told they got the laptop back with no repairs and no information given to them. They then sent the laptop back out to the repair center. (August 2nd). On August 13th I called to receive an update as I still have not heard anything from any location. The same coincidence of information coming in minutes after I ask for it. I am given a call back saying that the repair is now 800$ without saying what is wrong with the laptop.

I ask to talk to management about the situation since it sounds like a common bait and switch scam where you are given one price, the process is prolonged. Then you get a much higher price expecting you to pay since you've invested a lot more time. The next day I received a call from a geek squad team member to tell me about what a manager said instead of the manager calling me. I was then given to Neil who was extremely rude and disrespectful to me over the phone telling me he is going to end the call whenever I explained how this feels like a scam and how unprofessional the whole situation is from the lack of transparency and communication, over double the estimated time, and how I only heard from middle men on the complication. He proceeds to end the call telling me that there is no contact above him and that he is the overall top authority for that store and that contacting anyone else will send me only back to him.  


Part of the problem is I don't have much trust due to the servis center being wrong on the first estamate and sending it back with no information to me or the local best buy in question. 

New Member
Posts: 9
Registered: ‎08-19-2021

Re: Possible scam and overall wrong doing at Best Buy Deptford NJ location

Her is a full a dated account of what has happened in this situation 


Things to note: I am a full time college student. I missed summer classes due to the grossly incorrect estimated time. Like many college students in America I don't have expendible income.

 

June 23: Laptop brought into store location for repair an estimated time of 2-4 weeks was given

 

july 2nd: told the repair was a back board problem estimate 100$ to fix

nothing from the company until I called to ask what is happening with my laptop 

 

july 26: Update requested. Called the repair center that only works on best buy geek squad repairs and best buy corprate. was told the "escilated escalated the issue nothing else. 

 

August 2nd: after no updates where given to me from ether company I show up to the store in person where the laptop "just arrived that morning" and that they have "recived no information other than it wasn't repaired but work was aproved." I was told to wait for a manager to check out what flag was given to the device and that they would call me so I stayed in the area. 2 hours later I recived no call just for me to come back into the store with them have already made a decision. They then send the laptop back out since the store didn't understand why it was sent back to them and the repair center didn't respond to them or give any info to that geek squad. I requested that they send it to any different location as the center already has shown a high level of incompetence. Was told that was the only place they can send it to. (I wasn't able to see if it was my laptop brought back to the store) 

 

August 13: I call for an update as no one has contacted me about anything in regards to my laptop. Was told that "they just found out" as in minutes after my call request that the repair is 800$ and that the best the base level geek squad employee could do for me is 100$ off. I ask for the manager Neil to get involed and what he can do to solve this problem. 

August 14: I get a call from the base level employee to tell me what Neil said. As I was only given middle men to talk to this whole time and the repair center refuses to give back calls or talk to customers. I told him to please just give me to the manager. (I don't know why after I requested to get an update from him he doesn't want to make the call) 

I then was given to neil who is a highlight of many bad reviews for their store. He starts off telling me he can only do the same thing as the base level employee of 100$ after waisting nearly 3 months of my time and no updates given to me on the situation without calling corprate, waiting an hour for a call back, to be given oh it just came in every time. He then was rude to me and said several times after not liking my displeasure in the way he was talking to me that he will "end the call". I explained how it was very fishy that I was only given information when I had to request for it first and how every time I contacted them is the same hour they got any update on the device. Like everyone in the company so far. He became quiet and unresponsive on the alogation that it is potentaly a scam specifically a bait and switch scam. the switch being the drastic price change only after having the device for a long time over quota. Then we end the call with him telling me that he is the word at the location and any other request to talk to someone above him in this situation will result in me only being pushed back to him. 

Since then I have
a) still not been told what the repair is needed that costs 800$
b) discovered they sell the same laptop for 750$ 
c) contacted the support number 3 more times to be told I will get a call from someone in their management in 2-3 day only to never hear back
d) contacted the support email and the greater philidelphia manager to get no response after over a week of waiting 
e) came here to this page to only be told nothing can be done and that they are glad that I was in contact with Neil 
f) was told my laptop was in the store only for me to drive there for a 4th time and it wasn't there. 

Hopefully this clears things up a little bit about how no one wants to address how fishy the situation is with the store only getting updates after I call the support line to then hear back an hour later and my laptop apearing back at the store the same day I showed up wonder where it is. If you have any other questions feel free to post them.