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Posts: 4
Registered: ‎08-19-2018

The worth experience ever - Best Buy / Lenovo / Geek Squad!!!!

I purchased a new Lenovo Yoga 920 Laptop Computer from Best Buy on 11/25/2017. Have had Best Buy Geek Squad "repair" several times including dangerous overheating issue. (Geek Squad measured 120 degrees at the counter in my presence.) The computer has now been returned to me from Geek Squad claiming it has been repaired. However, I have no confidence using it, particularly after reading other reviews and complaints about the same issue by other users. I have asked both Geek Squad and Best Buy store management for a "satisfaction guaranteed" refund but have been denied. (The computer is still under factory warranty through 11/25/2018.) As I have not been able to use this laptop to operate my business for almost a full year, my desired resolution is to return this dangerous computer for an immediate refund or full store credit in the amount of $1449.99. Geek Squad manager Micky at the Sarasota FL location promised us, in person, to provide a refund using an "out-of-policy" process. Once the computer was returned he then change his mind which was very unprofessional considering Best Buy's reputation for customer service and satisfaction. Very disappointed with the service and experience and Best Buy is losing a long time loyal customer. One, I might add, with a large group of social media friends and associates. Whatever happened to "satisfaction guaranteed" at Best Buy?
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Registered: ‎08-08-2017

Re: The worth experience ever - Best Buy / Lenovo / Geek Squad!!!!

[ Edited ]

Hi there, Lillian,

 

I wish it were under better circumstances, but nonetheless, welcome back to our community.  I'm sorry to hear your Lenovo laptop is still taking some unplanned vacations to our repair centers, particularly due to unusual heat issues. 

 

Because you seem to be almost a year outside of our Return & Exchange Promise, our options to proceed may be pretty limited.  However, I'd like to check with our Sarasota store and get a better understanding of what this offer was and why we weren't able to follow through with it.  We have two stores in Sarasota, FL--can you please clarify which one you visited?  

 

In the meantime, because your laptop is still under its manufacturer warranty, you may want to reach out to Lenovo to discuss what options they may be able to offer at this point in time as well.

 

As soon as I hear back from the store, I will let you know.  Thank you for your patience in the meantime!

Sam|Retired Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎08-19-2018

Re: The worth experience ever - Best Buy / Lenovo / Geek Squad!!!!

It's 4020 S.Tamiami Trail, Sarasota FL.
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Registered: ‎04-18-2017

Re: The worth experience ever - Best Buy / Lenovo / Geek Squad!!!!

Hello there LillianPikus-

 

Thank you for confirming the store's address so quickly.  I wanted to let you know that Sam is away from his desk, but I did see we're just waiting on a reply back from our support team handling this.  Your patience is greatly appreciate until they respond, and should you have any questions in the meantime, know that it would be my pleasure to assist you as best as possible!

 

Respectfully, 

 

JJ|Social Media Specialist | Best Buy® Corporate
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Registered: ‎08-08-2017

Re: The worth experience ever - Best Buy / Lenovo / Geek Squad!!!!

Good morning, Lillian,

 

I hope you've had a great week so far!  I was informed that your concerns were forwarded along to the Geek Squad Manager at this store on Monday afternoon.  Have you been contacted about this situation yet?  If not, I'll be happy to step in and see what I can do to get things moving along.

 

Thanks,

Sam|Retired Social Media Specialist | Best Buy® Corporate
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Posts: 4
Registered: ‎08-19-2018

Re: The worth experience ever - Best Buy / Lenovo / Geek Squad!!!!

 

It's Friday 11/16/18.

No,   I am not heard from the Geek Squad Manager.

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Registered: ‎08-08-2017

Re: The worth experience ever - Best Buy / Lenovo / Geek Squad!!!!

Hey Lillian,

 

I expected that you would have been contacted by now regarding this matter, and I'm honestly sorry that this hasn't happened yet.  I have just reached out to our Sarasota leadership team and asked that they contact you right away.  I'm hoping you will hear back before the weekend wraps up, but I will check back in with you on Monday, November 19, regardless.  In the meantime, I regret I will need to further impose on your patience just a bit longer.

 

Thanks,

Sam|Retired Social Media Specialist | Best Buy® Corporate
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Registered: ‎08-08-2017

Re: The worth experience ever - Best Buy / Lenovo / Geek Squad!!!!

Hello Lillian,

 

I hope you had a lovely weekend!  I've spoken with our Sarasota leadership team and was informed that they had reached out to you earlier today to discuss this situation in more detail.  They have also let me know that they are continuing to look into possible options for you and will be contacting you at some point tomorrow. 

 

This store will be your best point of contact moving forward, but if you have any further questions or concerns I can assist with in the meantime, please feel free to let me know.

 

Kind regards,

Sam|Retired Social Media Specialist | Best Buy® Corporate
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Registered: ‎08-19-2018

Re: The worth experience ever - Best Buy / Lenovo / Geek Squad!!!!

[ Edited ]

Hello Sam,

Just to give an update.

Geek Squad manager Micky called me at 3pm Monday 11/19 and promised to call back Tuesday with the resolution.

It's now Wednesday 11/21  and no call back...

 

Lillian {Removed per foum guidelines}

 

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Registered: ‎12-23-2016

Re: The worth experience ever - Best Buy / Lenovo / Geek Squad!!!!

Hi Lillian,


Sam isn’t available just now, so I’ll be hopping in to help you out in his place.


I’ll follow up with the store right away for you. I cannot promise a specific time when they’ll reach back out to you, but please follow up with us in a few days if you haven’t heard back.


Sincerely,

Kyle R|Social Media Specialist | Best Buy® Corporate
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