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Visitor
Posts: 2
Registered: ‎03-06-2021
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How do I formally complain-PC purchase and set up

I am writing to complain about the experience my 86 year old mother had with a computer purchase and set up. First, let me preface this with the fact that I live in a different state from my mother and was unable to be physically present to help her myself. My mother purchased a new computer in Johnson City, TN on Sunday, February 28th. She has held a Geek Squad membership for many years. Unfortunately, Geek Squad in home set up is not available in her market. She paid an additional fee for data transfer and set up (in store). She was told that they (at the store) would make sure she was all set up when she came back to pick up her new computer on Thursday, March 4. When she arrived at the store on Thursday, she was handed her computer and sent on her way without so much as a thank you or "do you have any questions".  When she got home, it was no better than if she had had her computer shipped directly to her home. She called the store where she purchased her computer and no one answered the phone. She called the Geek Squad toll free number and received help setting up her mouse and keyboard, but they couldn't help with several other basic things. They did, however, create brand new email addresses and a brand new Facebook account for her. My mother called me that evening in tears and so heartbreakingly frustrated.  I am so very disappointed and frustrated myself. I want to register a complaint but am unable to locate contact information to do so. Can anyone help with this information?

Valued Contributor
Posts: 2,237
Registered: ‎02-07-2011

Re: How do I formally complain-PC purchase and set up

What was her old computer running?

Data transfer would generally mean pictures, documents, music etc. Depending on her old system would depend if any account information would transfer over. (Like facebook)

If her old computer was windows 7 and it was operational, they could do favorites, without user names or passwords

If her old computer was windows 10, and it was logged into an email account (windows live account) and it was setup to sync. (There is a lot of it's). Then if she used the same account on her new computer and verified it by text with a cell phone, account and passwords and favorites (on edge) would all come.back

If she used chrome, logging back into her gmail account would make favorites come back on chrome

It all hinges on her old computer. They may have done all they could as far as a data transfer goes.
Visitor
Posts: 2
Registered: ‎03-06-2021

Re: How do I formally complain-PC purchase and set up

Thank you. Yes, her old computer was functioning. I can't answer definitively about her operating system, but I would venture that it was a current version as she had been in contact with Geek Squad quite recently.  I absolutely understand that they may have done all they could, but I do wish, if that were the case, the store representative could have taken just a few minutes to explain that to her. 

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Registered: ‎08-21-2017

Re: How do I formally complain-PC purchase and set up

Good afternoon, RDS37659,

 

Welcome to our community forums. I appreciate you taking the time to let us know about your mother's experience. We strive to provide expert service every time you reach out to us so it's disappointing to hear that your mother is having such a difficult time getting her new computer set up. I would be glad to provide some details on how she can get assistance moving forward.

 

Since this service was done at one of our store locations, I would recommend she schedule a follow up service appointment to get help with any additional questions she may have. She is also welcome to give us a call at (888) 237-8289 to schedule an appointment or get some assistance over the phone.

 

Your mother can also create a forum profile and reach out to us directly so we can review her repair history and reach out to her local store on her behalf. We look forward to hearing back from her however she contacts us!

 

Regards.

AndrewB|Social Media Specialist | Best Buy® Corporate
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