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Posts: 3
Registered: ‎05-01-2019

Unacceptable Geek Squad repair service

[ Edited ]

I purchased an Aienware Aurora 7 on 3/21/2018. I had many problems but managed to use it with the help of Dell Support. However after 1 year it did not work at all and brought it to the Aventura, Florida store on 4/5/2019. They told me it was a Windows issue and I made an appointment to pick it up on April 8. When the computer was turned on for me it would not boot up, just as before. In other words they were wrong and did not bother to check it. The computer was sent to Kentucky, I believe,that is where, on April 8. Here is the repair record so far-seems to me they are incompetent, or worse.It is under extended warranty from Best Buy. (2 Yr ADH 1400 and Up Desktop GSP)

There is no indication when the computer will be functional. This is a "gaming computer" but I bought it for video editing. I bought it because I record, edit and post hundreds of videos online for local non profit organizations. I am very far behind in my work and I believe these worthy organizations have suffered because of it. I feel it is time to replace the computer, seems your staff is not able  to repair it. It has been 27 days since it was brought into the store.

{removed per forum guidelines{removed per forum guidelines} {removed per forum guidelines}

  • 05/01/2019 06:18 p.m.We've determined that a part inside of your device needs to be replaced.
  • 05/01/2019 06:16 p.m.We've ordered parts for your repair.
  • 04/30/2019 09:56 a.m.We've received the parts necessary to complete your repair.
  • 04/25/2019 08:25 a.m.We've determined that a part inside of your device needs to be replaced.
  • 04/24/2019 03:48 p.m.We've ordered parts for your repair.
  • 04/23/2019 11:09 a.m.We've received the parts we need to complete your repair.
  • 04/18/2019 12:40 p.m.We've ordered additional parts needed to complete your repair.
  • 04/18/2019 12:40 p.m.We've determined that a part inside of your device needs to be replaced.
  • 04/18/2019 12:40 p.m.We've requested a part for your repair. Good news - it's in stock.
  • 04/18/2019 12:40 p.m.We've determined that a part inside of your device needs to be replaced.
  • 04/18/2019 10:53 a.m.We've ordered parts for your repair.
  • 04/18/2019 10:46 a.m.An Agent is diagnosing your repair.
  • 04/18/2019 10:46 a.m.Your device will be assigned to an Agent soon.
  • 04/11/2019 12:50 p.m.We've assigned your device to a team of Agents.
  • 04/11/2019 12:50 p.m.Your device is being unboxed and prepared in the staging area.
  • 04/11/2019 12:29 p.m.Your device has arrived at the service center.
  • 04/08/2019 09:37 p.m.We've shipped your device to our service center. Your tracking number is: {removed per forum guidelines}
  • 04/08/2019 09:37 p.m.We're getting your device ready to ship. Your tracking number is: {removed per forum guidelines}
  • 04/08/2019 09:04 p.m.Thank you for trusting us with your device. We'll take it from here.
Posts: 3,203
Topics: 49
Kudos: 226
Solutions: 172
Registered: ‎08-21-2017

Re: Unacceptable Geek Squad repair service

Hello, browhow1,

 

Welcome to our community forums and thank you for taking the time to let us know about your experience with this repair. As a someone who uses a computer for both school and work I know how big of an impact not having your computer would be. While it looks like several different components have needed to be replaced I would be happy to take a deeper look in to this. While I can't guarantee we will be able to replace this computer at this time I'd like to reach out to our repair center to see if they can provide an update. I removed several pieces of information from your post to protect your privacy. I'll be sending you a private message shortly regarding this repair. Please keep an eye on your inbox by ensuring you are logged in to your forum account and clicking the orange envelope in the top right corner.

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: 3
Registered: ‎05-01-2019

Re: Unacceptable Geek Squad repair service

UPDATE:

 

On May 7 early in the morning, they received yet another part "necessary to complete your repair". This has happened so many times atreadythat it hard to think of Best Buy service as competent to repair it this time.(see original post) . As of now (1:20 AM ET, May 8) there is no notice of a functioning 1700 dollar computer only 1 year old ! It has been a full month! Unbelievable. I Think it is ntime to replace it, as per the service contract. Shame on you Best Buy. 

New Member
Posts: 3
Registered: ‎05-01-2019

Re: Unacceptable Geek Squad repair service

I went to the BB store last week, with documentation of the service issue. I received a response the next day that there would be a follow-up, they also called. Yesterday I was given full credit and was able  able to get a new computer-the Alienware Aurora 7 could not be fixed.  The staff in the store, especially Diane from the Geek Squad, performed very well. 

Posts: 1,162
Topics: 13
Kudos: 116
Solutions: 75
Registered: ‎10-03-2017

Re: Unacceptable Geek Squad repair service

Hello, Howard,

 

I'm very happy to hear that this was all resolved and the end result was a positive one. Please feel free to reach out to us once more. We're always happy to help!

 

Dave | Best Buy Corporate

Dave|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!