04-05-2021 04:58 AM
I purchased a prebuilt desktop for $1800 from Best Buy in May of 2020 and just recently had an issue with my IBuyPower liquid cooling system's radiator making a crackling noise and the CPU running hotter than normal under load. (90-100 degrees Celcius) When I bought the build, I purchased the 1-Year Accidental Geek Squad Protection Plan. I figured I would take advantage of the plan and dropped my PC off to the Geek Squad on Monday, March 29th, 2021. I advised the employee I left my PC with of the issue and figured it would be a simple fix just by replacing the liquid cooling system.
On Wednesday, March 31, I received an email that my PC had made it to it's destination at the Service Center in Kentucky and that an agent was assigned to diagnose it. On Friday, April 2, I received another email advising that I needed to make contact with Geek Squad because they needed additional information from me before they can move ahead with my repair. I called the 1-800 number that was provided and was transferred to an employee at the store where I dropped off my PC. I was advised by the employee to come to the store when possible. The following day I returned to the store and was advised by the same employee I've been dealing with that my PC cost more to repair then what it was worth, and they had to "Junk out" my PC. I was not provided with a diagnosis and was confused as to why my device had to be "Junked out" since it was a simple replacement of the liquid cooling system to correct the overheating issue of the CPU. As for the GPU, which was a Nividia Geforce RTX 2080 Super, I was having no issues with overheating or performance.
The employee handed me four gift cards in the amount of what I paid for my PC and I left the store upset. After taking care of other personal business, I returned to the store a couple hours later and told the employee that I was unhappy with what had occurred earlier and asked if it was possible to get my PC back. The employee advised that it was not possible and that the Service Center had already made the decision to "Junk out" my PC before I even came into the store that day. Still, I was not provided with a diagnosis as to why it needed to be "Junked out". The employee just stated "They know what they're doing" after I explained it was a simple fix. I did not understand why they would just decide to "Junk out" my PC without my knowledge or permission.
I continued to plead my case to the employee and advised him that the reimbursement in store credit was no help to me because they barely had any comparable parts in stock, in store or online, to match my original PC. They were not able to replace my build with the same build because it had been discontinued by IBuyPower the prior year. After about 15 minutes of getting nowhere, the employee stated that he would have the PC department assist me with picking out parts for a new build. After they went through and picked out whatever parts they had in stock, except for a GPU, it added up to $50 more then what I was reimbursed. At this point, I figured "screw it" and that it's just an upgrade from what I had, even though I would have to pay $700-800 extra for a comparable or better GPU.
I ended up leaving with the parts for a new build and upon research, I learned that GPU's are in high demand and that it would be nearly impossible to find comparable or better GPU's then what I had. The only GPU's I could find were being sold by scalpers for double what they were worth. Knowing this, I would rather of kept my PC and used the GPU for a brand new build.
Is there anyway somebody could look into this? I feel like I'm owed a diagnosis as to why my PC was "Junked out" and an explanation as to why it was done without my knowledge and permission. I would also like a chance to get my GPU back at the least.
04-05-2021 06:03 AM
04-05-2021 07:32 AM
04-05-2021 06:03 PM
Good afternoon, libonatia,
Welcome to our forums. Having a computer no longer function as expected would certainly be a frustrating experience, and it’s one I regret to hear you’ve been dealing with as of late.
In regards to how your repair is fulfilled, if our Geek Squad or the manufacturer covering the services under their warranty determines we’ll be unable to repair your device, or the repair would exceed the cost of the device itself, we’ll fulfill your warranty or Geek Squad Protection plan (GSP) through store credit or comparable product. This is outlined in the terms of our Geek Squad terms and conditions, which you’ll find here.
Once your warranty is fulfilled, we’ll be unable to revert this decision. I realize this may not have been the answer you were hoping for, and I apologize for any further disappointment this news may bring.
04-05-2021 07:13 PM
04-06-2021 12:40 PM
Good afternoon, libonatia,
Because your device was serviced through the manufacturer’s warranty, it would be their determination on whether or not to go ahead with the repair, or offer to exchange the device. We wouldn’t be able to offer any additional insight into what led to their decision.