After reading all the issues with Best Buy makes me wonder why I even purchased “geek squad protection”. My daughters desktop just stopped working on 04/09/2021 which was a Friday. No issue I’ll make an appointment and take it into my local Best Buy and was lucky to get an appointment the following day 04/10/2021 at 12pm and utilize my protection plan. Gentleman checks me in asks what’s up with the computer so I tell him doesn’t turn on at all no signs of power. He takes the tower plugs it in and nope doesn’t turn on. He says he can’t smell any burnt or can see without even taking the side panel off. He says I can either buy a power supply or send it in but that will take 2-4 weeks but should receive it by 04/27/2021 and states that on the paperwork I have. Well he is a tech so I assumed that he would have been able to diagnose or attempt to swap out the power supply. I’m not an electronics repair person and with this being a computer and myself buying a protection plan that’s what Best Buy gets paid all the big bucks for. Consumer pays for service and Best Buy supply’s services. I’ve always had a great experience in the past so I have been pretty quiet about the situation. I have called in numerous times to customer support and specifically the geek squad department for an update because I had not received a phone call, email, and the app as well as website says the same thing “your repair has been shipped for repair” with the last update being……yep you guessed it 04/10/2021 at 12:45pm. So speaking to numerous people over the past few weeks just for any update. I understand it still needs to be fixed and than sent back. On top of that if the part has to be ordered awesome. UPDATE THE WORK ORDER!! You guys are a company built on selling technology. I understand covid has put a strain on a lot of things. You can not tell me that if a shipping label was created and states it on the 04/10/2021 update, Best Buy can’t update a work order with any shipping detail or even to give me the tracking number. I’m not complaining about how long the repair is taking. The fact that this is my 12 year olds daughters PC. Now that’s what has me a little upset. Just an update that’s it!! I’m a service tech and I am required to update my work order if I need to order parts,when the order was shipped, ETA. Anything. A plus to this is everyone I have spoken to is super nice but they don’t have any information. Than I called 04/29/2021 and the gentleman who helped me said it was being shipped to Kentucky. Left Best Buy 04/10/2021 and will be arriving to the Kentucky warehouse 04/30/2021. I asked should I just wait till next Wednesday and see if I get an update. Nope because I can see here that it says arriving 04/30/2021. Ok awesome can I have the tracking number please? Oh no I’m sorry sir can’t do that it’s policy. 04/30/2021 6:28PM pacific time. No updates. Oh plus can’t call and speak to my local Best Buy. They are not answering phones due to covid. Huh? Not saying employees shouldn’t be safe but might as well say no customers in stores. Just give me an update please.
AndrewB-BBY
