Other Customer Service Support

[BobJacobson]

I purchased an HP printer from BB online for $400+. On the day of delivery, I had problems installing a new printer cartridge.  The instructions provided by HP and those available online did not work for me. 

I finally figured out the process -- and then a small plastic piece of the printer, without any help from me, fell off!  I haven't been able to make it stay in place.  Perhaps it was stressed by someone else's prior use?

When I called to see if I could bring the printer in to the "local" BB store -- about an hour away -- I was told (a) make a Geek Squad appointment and (b) be prepared to pay a fee. 

A repair fee, the very same day I opened the box!  This is very, very wrong.  I'm going to our AG to see what remedies exist for me as a customer.  And henceforth, BB is off my list of places to go for tech.  Gone.

[BobJacobson]

I spoke with a member of the Geek Squad and was informed that I can bring the printer by today -- a one-hour drive each way, in stormy weather -- and have it examined and my concerns dealt with, at no charge. We shall see. I'm hopeful! I've shopped BB for over 15 years, would like to continue to do so. Thanks, BB.

[SeanM-BBY Retired: Social Media Specialist]

Good afternoon, BobJacobson,

Welcome to our forums, and thank you for sharing your experience with us.  It’s disappointing to hear there seems to be an issue with the printer you purchased from us, especially considering this happened so shortly after you took it out of the box and began the installation process. 

Reviewing your most recent post, it sounds like the Geek Squad at your local Best Buy is willing to take a look and explore what options might be available, and I’m optimistic they’ll be able to address your concerns.  With that said, if you have any issues after your visit, please don’t hesitate to follow up with us here.

Regards,

[BobJacobson · Accepted solution]

The Geek Squad at the store -- a young man and young woman -- did a great job of diagnosing the problem and fixing it, short of buying all new parts.  And no charges were levied.

I'm confident I now can keep the tech in good order...and know where to go if it slips.   

Thanks, Sean, for your post-service checkup.  

[BobJacobson · Accepted solution]

Check the next two entries for what actually happened. I'm very impressed, no complaints. Geeks Forever!

[BobJacobson · Accepted solution]

And thank you, Sierra Vista (AZ) Store Geeksters!

[SeanM-BBY Retired: Social Media Specialist]

Welcome back, Bobjacobson,

That's great to hear!  I'm glad the Geek Squad at our Sierra Vista, AZ store was able to get this taken care of for you, and I hope you'll enjoy your new printer!

Cheers,