01-31-2021 12:43 PM
We're having a hard time getting an Asus laptop serviced at a local Best Buy. It's recently developed a loud whining noise - likely a defective fan. It was bought from BB in June '20, so it's covered under the Asus manufacturer's warranty, and Asus wants such machines to be serviced through BB. We made an appointment and brought it in yesterday, only to be told that while it did sound like the fan, they could service it on the spot - for $150. We said that this was clearly covered under the manufacturer's warranty, and that the Geek Squad are the agents for this, but they refused to do anything, and said that if we wanted to have it done under warranty we would need to get in touch directly with Asus and send it to them.
Very frustrating, and a serious waste of time and effort - the BB is quite a distance, and it's upsetting to know that they could likely have repaired it there and then. What are the next steps to getting it fixed? The laptop is being used for school work, so it's important to us.
01-31-2021 03:57 PM
02-02-2021 04:16 PM
Hello, QuonsetRule, and welcome to our online community!
Thanks for posting on our forum for support. It's always concerning when an issue arises with an important device. I know I'd be looking to service my laptop as soon as possible if it was starting to make a loud noise, as I'm dependent on my device daily. I hate to hear about the frustrations you've faced in searching for answers when it comes to repairing this.
While nckhammond is correct in his direction for support, I wanted to share with you Geek Squad's number for you to call. They can be reached at (800) GEEK SQUAD or (800) 433-5778. They should be able to assist further.
Please let me know if you have any additional questions or concerns!
All the best,
02-13-2021 12:10 PM
This was not super successful. The rep I spoke to did agree after some research that this seemed to be covered but needed to put me through to the warranty department. Which I guess he tried to do, but I then just heard on-hold music for 30 minutes before I had to hang up and get on with the rest of my day. Any other suggestions? This is getting exhausting.
02-13-2021 12:43 PM
Thank you for reaching back out regarding this, QuonsetRule. Regrettably, due to the high influx of service requests and inquiries, call wait times may be longer than anticipated. We ask that you please contact Geek Squad directly at (800) 433-5778 for further support regarding this, as they would be best equipped to assist.
I apologize for any inconvenience this may have caused, but hope that this sheds light on the next steps to take to get your unit serviced. If you have any other questions, please don't hesitate to let us know!
02-13-2021 01:57 PM
Just to be clear, I already called the number, without success. It seems the first line people - in stores and on the phone - are not really aware that, per Asus, BB/Geeksquad are handling manufacturer's warranty issues for this laptop. To his credit the rep seemed to do some research and then tried to hand me over to people who could handle warranties, but the transfer failed and just left me on hold. This all took the best part of an hour; I really don't think it's fair to expect me to repeat this process, with who knows what outcome.
02-13-2021 03:18 PM
It is never within our intentions for there to be any issues or complications when scheduling a service, and I apologize that this has been the case. I'd be more than happy to step in to assist however possible with this!
When you get the chance, can you please send me a private message that includes your full name, phone number, email address, and which store location you would prefer to visit? You can send me a secure message by using the Private Message button below in my signature.