05-02-2021 07:00 AM
I am becoming increasingly frustrated with your repair warrantee and services provided, to the point that I can no longer recommend to anyone that the in-store warrantee be purchased. I've been a long time customer (which clearly means nothing to Best Buy) and each time I've purchased anything, the sale representatives are eager to push the warrantee. I'm convince that you'd sell me a warranty plan for a bottle of cola if you could.
I purchased it for the most recent Dell Laptop I got from yall. A few months after purchase, the laptop was no longer able to powered on. I took it to the store for repairs. The in store assesment pointed out that the LED flashing indicated that something was likely wrong with a hardware component and that the laptop would need to be sent out to the geek squad service center. That was back in March! This laptop was purchased for my Daughter so that she could do her class work while the schools were closed. Do you understand how inconvenienced this situation has made us? I could have likely taken it to a repair shop or simply mailed it back into to Dell and received better support.
Coming on to two months, I have tried to obtain responses about what happened with the laptop, to no avail. The in-store Geek Squad associate estimated that it would take 2 weeks to have the laptop repaired. Since it was submitted, the tracking page provided some updates. At one point, it stated that my problem had been diagnosed, and that part was ordered and in-stock. The update after that state that the laptop was qued for repair.
It stayed at this status for 2 WEEKS! In other words, about a month worth of waiting. I called your customer service number for Geek Squad, and was given a run around. It was the most appaling customer service I've ever received. Your agent was not able to give me ANY kind of update on my laptop. Worse, she attempted to reach out to people who could and they all flat out ignored her over the phone. Can you imagine what it must feel like to be on the other end of that call seeing that the people incharge of your equipment, for which you paid to receive a service that should be more valuable than the factory warranty or local repair shop, essentially ignore any request for a simple update?!
I would have been satisfied if someone would have simply put eyes on the location of my laptop and confirmed what the status of the repair was, and where in the que it was to have the repair completed. I was advise to fill out a contact form over the phone, and was explained that I should have received a response within 48 hours. That NEVER happened. So now not only are your repair agents avoiding me (mind you, if you track the phone call, I was very patient and kind. I didn't do anything to be avoided), but they are also LYING to me? What kind of service is this?!
Shortly after, I finally receive an update via the tracking portal. It states that the computer could not be repaired and likely needs to be replaced. That was weeks ago. WEEKS. If you are unable to repair my computer, than why is it taking so long to replace it? That is the purpose of this warranty. The value of the in-store warranty was to put a personalized customer service touch to receiving repairs and accelerating the resolution of more complicated repairs much more effectively than what any local repair shop or the factory could. And yet, the service that I am receiving has been decietful, detached, and entirely too inefficient.
From reading the request for help from other Best Buy customers, it appears that this is a common issue despite representatives reassuring that it is not. Further, one of the biggest complaints that I've noticed is that heading to the store to inquire for help is pointless because the in-store people will simply wash their hands of the problem and say they have nothing to do with it. I do not want to go into a store to be given a run around. That is productive for no one. But at this point, what options do I have? Because clearly, unless noise starts to be made, ya'll are gonna drag your feet on this repair and continue to insult me with poor customer service.
What I would like to see happen at this point is for the laptop to be rendered unreparable, and to receive either a full refund for the purchase price or the laptop, or a replacement of the laptop with a new one. I do not trust at all the quality of the repair service that you are going to render me even if you somehow magically repair the device, because at this point, whatever repair will be done will be to clearly just get me to go away. I do not want band-aid fixes, and I certainly don't want you to feed me any more lies.
I use to work as a satelite technician, and while I didn't directly repair laptops, I know enough about the trade and the level of customer service needed to keep a customer confident in a installation and repair process, even one where things seems to be going wrong, to know when things are simply taking longer because of factors out of anyones control, and when things are taking longer because no one is in control. The only result that can come from the latter is poor quality and repeated need for additional repairs - which will lead to a cycle of Best Buy refusing to take responsibility for any additional repairs until the warranty is expired. I believe that this is exactly where we find ourselves now, with your repair center having zero control and defaulting to a "drag this out and complete with bandaid repairs" strategy.
Please explain to me where my laptop is, and how we can get it replaced expediantly or refunded, as quickly as possible.
05-02-2021 02:50 PM
Good afternoon, DrBones,
Thank you for taking the time to reach out to us here on our community forums to let us know about your experience with your Geek Squad Protection plan. As a student myself I know that not having access to a computer for ever a few days can have a significant impact so I can understand wanting to receive a resolution as quickly as possible. I'd be happy to see how I may be able to help.
Based on your message, it sounds like we are unable to repair this laptop so I'd like to take a closer look and see why you haven't received any further information. To begin, I'd like to repair your repair history and will need some more information in order to do so.
Can you please send me a private message that includes your:
Service order number
You can send me a private message by clicking on the blue button at the bottom of this post. I look forward to hearing back from you so I can explore what options I have to assist you moving forward.
05-03-2021 12:45 PM
For anyone who is keeping track of the forum, just as a brief update, before you make your purchase at Best Buy to include a Geek Squad Warranty, I have still not received any update despite being reached out to by the person indicated in this forum. I submitted all my information and was promised a response, but ofcourse... I'm still waiting.
Will I ever get my computer back? I really appreciate how my item has basically been stolen from me. What recourse is left? I just want my computer back. Why is this so difficult to comprehend!?