Best Buy Repair Support

[JeffHDeb]

Case ID#: {removed per forum guidelines}

I just bought a new computer from Best Buy and had successfully transferred all my files from the old computer to the new one. I now needed some help making OUTLOOK work on the new computer. 2010 to Outlook Office 365. I contacted “Geek Squad” today in chat.

Briefly explained situation. Problem was escalated. I provided my name and phone.

Received phone call very quickly from a tech person. (I don’t recall the name but should be easy to find from the Case ID).

I explained the problem. He asked to share control of the new computer. I gave him my Microsoft pw.

He said he needed to check files on both computers.

He called back in 20 minutes.

He then listed on my computer all the evidence of corruptions and other bad things that I had transferred from the old computer to the new one. This is why OUTLOOK would not work. The first thing that had to be done was for me to buy a firewall before he could do anything more. ($600+ for 3 years).

I told this person that my wife recently purchased a new computer from Best Buy, had transferred everything with no issues with Geek Squad help, and it did not make any sense to me that my computer would be so corrupted when her computer had been much older. (In fact, my old computer ran just fine; I was replacing it because it was Windows 7). The rep then added that all my spam and corrupted files and a Trojan on my old computer had just occurred in November 2022. (!)

At this point, I was silently questioning the integrity of this person. I told him I was not interested in buying anything and asked him to cease whatever he was doing.

Here is my complaint: The tech person never even tried to fix the problem. He seemed intent instead to find something that I would need to buy.

I later read about firewalls and learned that most people don't need to buy a firewall. Many devices come with free software firewalls, and many routers automatically have a firewall and additional security protections built in (which is what I suspected before looking it up).

This tech person’s behavior does NOT engender trust.

Perhaps when I try to use TotalTech again in the future, I will be treated like a valued customer rather than an easy mark.

By the way, my email problem turned out to be a simple fix: changing a setting from IMAP to POP. 

[Sarah-BBY Social Media Specialist · Accepted solution]

Hello, JeffHDeb, 

Thank you for taking the time to share your experience with us. We appreciate you choosing Best Buy for the new computer purchase. We certainly want the transition to the new device to be a seamless process, including being able to easily access all your programs. It sounds like you needed some help with Microsoft Outlook, and I understand your interaction was not a reflection of the expectations we have in place. While there are circumstances that may warrant recommendations for additional software, it seems this situation could have been resolved in other ways. 

Please know, we appreciate you being a Totaltech member, and your feedback is extremely appreciated. We are continuously working to ensure each customer receives the best possible support. I’d like to formally document your feedback, as I am confident this is something we can reflect on, for coaching and training purposes. The case number you shared is not populating in our system. If you would please send a Private Message with your full name, email address, and telephone number, I can complete the formal documentation process. To send a Private Message, please use the darker blue icon, which is located across from my signature. I look forward to hearing from you. 

Best, 

[JeffHDeb]

The post I wrote was correct  EXCEPT for one glaring mistake: The tech support I had called was NOT Best Buy Support, but another company called geeksupportservices.com. I called them by mistake and thought it was Best Buy. It was NOT. I apologize for my carelessness.

In subsequesntly calls to the CORRECT Best Buy support, the tecnicians have been very helpful and attentive. . 

[Sarah-BBY Social Media Specialist]

Hello again, JeffHDeb. 

Thanks so much for checking in to clarify what occurred. I understand how important it is to receive the support you need, especially when you’ve paid for a membership. I’m glad to hear your experiences with our Geek Squad Agents have been positive. We look forward to continuing to provide you with reliable service in the future. 

Have a great day!