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PC Troubleshooting Rip Off
Posted by Mmurray26 on 01/04/2006
CAMBRIDGE, MASSACHUSETTS -- After two weeks of "diagnosing" my computer they called and said my PC was ready for pickup. I go to pickup the computer and their diagnosis is "Labor and/or parts exceed value of unit." That's it.

No the problem was that the display wasn't coming up upon boot and there was no "beep" which indicates it isn't even getting through post.

The guy at the counter was clueless and told me to call 888-BESTBUY to get the details. When I called the 888 number the guy on the phone looked up my order and told me I needed a new video card (which works fine by the way) and "possible other parts" including the power supply and mother board.

They should change their name to the ripoff Squad.

I wish I could say it was isolated to the local techs here but they shipped it to their service location in Ohio. If their headquarters can't do better than that then what does that say about the rest? Ouch.

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Posted by Ponie on 2006-01-05:
Since you're so well versed on PC repair to disagree with what you were told, why didn't you do the repair/replacement yourself? I know nothing about computers, so would have to take their word for it. BTW, just how old is your computer?
Posted by JustMe on 2006-01-05:
I'd go with the experts on this one, or get a new computer and have your files switched over.
Posted by mmurray26 on 2006-01-06:

I am an expert but I also don't have the resources the Geek Squad has. They only charged $29 for a diagnosis. My logic was to let them figure out the problem and then I could fix it myself.

I was able to troubleshoot enough to eliminate the video card, RAM, and power supply as the problem. Given these symptoms that leaves the CPU or the motherboard as likely culprits. I don't know about you but I don't have a spare MB ($400-ish) or CPU ($180-ish) on hand to swap out. Of course I could go try to hunt down some spare parts...hope they fit....etc.... you get the idea. At their advertised price of $29 it was not worth my time.

But for them to come back after two weeks and say it was my video card which works fine and say it *might* be the power supply or motherboard is insane. I know what it *might* be. I was paying them to tell me what it is.

I now have a replacement motherboard on the way which I'll swap out. What a bummer.
Posted by mmurray26 on 2006-01-06:

Also.....my computer is 13 months old. Bought it at Best Buy which is why I figured they'd have the added familiarity with it.
Posted by mmurray26 on 2006-01-06:

I have everything already transfered to an external HDD. Access to my data isn't the problem. I really loved this PC and I souped it up to really fly. I'll certainly get it working again, I just vent when I see poor service. Hopefully someone can avoid the same debacle.
Posted by JustMe on 2006-01-09:
okee dokeee, i just assumed you didnt know what you were talkin about since most people on this site dont. obviously you do, so i agree with you.
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Won't Honor $500 Service Plan
Posted by Merced Jeff on 09/09/2007
MERCED, CALIFORNIA -- September 9, 2007

Dear Best Buy Customer Service,

I've just returned from a BEST BUY store/service center in Merced
California where I have been a loyal and consistent customer for the better part of my life but this is the end to all that. What happened this last time is too much for any customer to bear hence why I feel compelled to take even more time out of my life to inform you and everyone else out there how I got ripped off from BEST BUY so that they will all think twice about ever doing business with you or suffer the fate I have here below....

First Some History -
On October 22, 2004 - I Purchased a Toshiba Laptop P35-S609/P4 for $1799.99 (Serial Number ##########) along with a Platinum Service Plan (##########) for $499.99. I wasn't going to purchases this extended service contract but the assistant manager on duty assured me that if anything were to go wrong with this laptop in the next 3 years all I would have to do is to return it to a service center and I would have it repaired at no cost and returned back to me within 7 days.

Jump Forward to 2 weeks Ago -
August 21, 2007 - I turn on my laptop and notice that it has two distinct vertical lines in the LCD display. I decided to turn it in to BEST BUY geek squad and have the LCD and a few other items fixed at the same time. No one likes to be without their computer for very long right?

August 22, 2007 - I drive the 35 miles to Merced California to return my laptop to the Service Department at BEST BUY. I explain that my LCD display is not functioning properly, the 1394 firewire port no longer works, the dvd burner/player doesn't recognise blank DVDs (making it very hard to burn DVDs) and the PCI slot has a hard time working because the eject button seems to be twisted and not pop in and out the wireless cards I've used in the past.
The Tech takes my Laptop and informs me that it will be at least 2 - 6 weeks before I will hear anything and that they will be in touch with me then. Surprised at his response, I told him that I had purchased a $500 Platinum Plan and he said yeah we sold those once a while back but that my turnaround time would be the same. Only when I pulled out my paperwork with my plan details on it did he admit that it did say 7 day turnaround and that if it didn't come back in that time span I could "ask" for the cost of my plan be returned to me since BEST BUY could not return my laptop in that time frame.....All this even before I LEFT the store...I was not feeling at all good about leaving it there but what choice did I have? BEST BUY had my $500 for the service plan so I had to leave it or pay someone else to look at it.

August 29, 2007 - (exactly 7 days later) - I drove 35 miles to the BEST BUY
Store in Merced California and asked about the status of my laptop. The technician behind the counter told me that the service center had tried to contact me that day at my work (where I was ALL day) and that they needed an approval to complete the work that needed to be done. Of course I NEVER received a call asking me about this so I was SHOCKED to hear that in order to return my laptop to me in working order that I would have to pay $954.97 in repairs to the motherboard. I asked why I would have to pay an additional $954.97 since I had purchased a service agreement for $500 and he told me that the service center had determined that the laptop had been "abused" and this was not normal wear and tear or daily use issues. They acted like I drove over my laptop and handed to them and said fix this. This obviously was not the case since the laptop still to this day functions but with the above issues broken.

Completely irritated at this point I told him that I would contact the service center and discuss the matter with them since there was nothing that the technician could do about it at store level. Several days had passed and I received a phone call from Glenn at BEST BUY in Merced.

September 6th, 2007 - I receive a call from Glenn telling me that my laptop was available for pick-up at Merced BEST BUY and to return a call if I had any questions. I returned his call and spoke to the head technician Erina. When I asked about the status of my laptop she seemed puzzled at first but went and pulled the work order and told me on the phone that my laptop was in the store and that she wasn't sure if the work had been completed or not.
After 15 minutes or so on the phone with her I asked that she call me back once she had determined if the laptop had been fixed or not. She agreed and I hung up the phone still puzzled about why they would tell me they wanted almost $1,000 to fix my laptop but then ship it back to the store fixed?

September 8th, 2007 - (TODAY) After not receiving any calls back from Erina that my laptop was completed or still broken I decided to drive 35 miles once more to the Merced BEST BUY store and inquire about my laptop. When I asked the technician about the status of my laptop I was referred to Erina who told me that the laptop was in the store and ready to be picked-up. I asked why she never called me back to tell me and she said that someone else was suppose to do it. Still I got no call. She then told me that the laptop was returned with the LCD repaired ($35 labor bill - no parts needed) and that labor was covered under my service agreement.
The rest of the items that I had listed were not repaired because they were not covered under the $500 Agreement that I paid for because the service department deemed them to be "abuse" or not daily wear and tear. Again, it was not like I hit it with a baseball bat or let my 2 year old jump up and down on it. I paid a lot of money for this laptop. I have taken good care of it. I was honestly offended and shocked that I was being taken advantage of like this. I asked that she get her store manager involved and she quickly called for an associate named Gil Castro.

I asked Gil if he was the store manager since I didn't want to waist anymore of my time dealing with this than I had already and he told me that he was the Service Department Manager and wanted to help me. After reviewing all the paperwork and listening to my story as told here above he went to the back of the store and pulled the technicians’ notes. When he returned he read back to me exactly what Erina had told me earlier and that I should write a letter to BESTBUY.COM to explain my displeasure with this decision on the part of the service center and that there was nothing he could do to help me any further. I told him that I was extremely upset with the service that I had received at that point and that he did not want me to leave his store angry about this experience and he again told me there was nothing that he could do. Poor ability at store level to help make me a happy customer…..This could have all been avoided if he had but it didn’t. He handed me my laptop I left the store and now I am writing this letter.

The Problem is.....I still have a Laptop that is broken. I still paid $500 for a service plan that BEST BUY now refuses to honor. I'm still upset and angry that the consumer (ME) who rightfully and honestly pays for everything gets ripped off by the Corporation (BEST BUY) because it is not financially feasible to fix the $1,000 part for the price of the $500 plan......I really hope that is not the case but I am beginning to believe that it is not about what someone thinks is "abuse" or not but simply a numbers game of gains and loses to repair my laptop. It would have been better and easier to just fix it or give me a new one since the cost of repair is more than the cost of a newer one.

So here I am taking up your time and mine over a broken $1,000 laptop and a $500 service plan that I paid for and BEST BUY won't honor. I have decided that I will post this letter to several Blogs in the hopes those others who at contemplating doing business with BEST BUY will read this and think otherwise. I feel it is my duty to warn them about my treatment here and guide them towards other retailers with better morals, ethics and customer service.

I would appreciate a response to my efforts here to inform you of my situation but if BEST BUYs' history with calling me back is an indication of what I can expect then I will just forward this letter on to the Better Business Bureau and my State Attorney Generals Office for filing a claim next.

I appreciate your time and effort in helping me makes things right here………….

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Posted by Anonymous on 2007-09-09:
Forget the BBB. File in small claims court for the $500 and if possible, damages. You can hand the summons right to the store manager. Chances they will either not show up or will contact you to offer a new laptop. Out of curiosity in what condition was the laptop when you got it back?
Posted by ThinLazyAmerican on 2007-09-09:
Have you ever seen that State Farm commercial where the guy finds his car with his name scratched into the driver's side door? He calls up the insurance agent and the agent says nicknames such as "Brad" are not covered?

You can spend a thousand dollars on an ultra-platnium-kryptonite-Diamond plan and Best buy will still tell you it's not covered because "YOU" abused your computer!

You Got Scammed!
Posted by MRM on 2007-09-09:
Extended warranty and service plans are worthless!
Posted by trumania on 2007-09-09:
Bummer. The small claims summons may be enough to get them to either refund you or give you a new laptop. Good luck.
Posted by GWbiker on 2007-09-10:
When a computer laptop is in need of repair under any sort of warranty, an authorized service department will often claim there was abuse by the computers user. The usual ploy is spilled coffee, water, excessive heat, or in your case "unnamed abuse"..... any excuse to avoid giving the consumer a pre-paid warranty repair. BTW, if Geek Squad handled your laptop, you should carefully check on the condition of your files.
Posted by Anonymous on 2007-09-10:
Buying the service agreements is a waste of our money. Every consumer web site will tell you it's bad insurance but a great source of revenue to the seller. PassingBy is 100% correct, go to small claims court. make sure you list the defendants properly and get proper service. List and sue everyone even the trolls at The Geek Squad. If you do everything perfect they will see no defense and may not even show up, you win. You have a very, very good case to win if they do show.
Posted by Anonymous on 2007-09-10:
Merced Jeff: I have found out that Best Buy will lie just to sell you something that you don't need. Service agreements for a laptop are not going to help because they will claim that you dropped it or damaged it and you will not be covered.
Good information and i voted your review 'Very Helpful'.
Posted by geather-c on 2007-09-11:
my son bought one from best buy same problem the messed up computer is you fault always(it's a scam) but he was under the original warranty and got his $300.00 back,but good news they were defective toshibas hard drive would freeze up now toshiba will give you $50.00 in merchandise or a one time check for $25.00 wow! wise up buy from sam's club extra 2 year warranty was and probably still is $29.95 and they stand by it.hope this is helpful.
Posted by BBY-Angel on 2007-09-21:
Jeff - please note that I have added you to my TRUSTED list. Please do the same for me so I can email you directly. I'd like to see if I can assist you further. Can't promise anything - but I will do my best. Your BBY-Angel
Posted by enchantedhalos on 2008-09-14:
Posted by freebo on 2009-10-30:
I was about to buy a flat panel TV at Best Buy because of their "Geek Squad black Tie" service contract. Your story and countless others about Best Buy have convinced me to stay far away from that outfit.
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Hard Drive Data Erased: Tough.
Posted by Mcmike on 02/01/2007
SARASOTA, FLORIDA -- DO NOT GO HERE!!! SAVE YOUR COMPUTER! I brought a malfunctioning HP Pavilion laptop into the Geek Squad this week. Instead of backing up my data (which they confirmed was intact), they ignored the Order form and just reinstalled the operating system. Five years of data, intact when I gave them the laptop, now wiped out. No apologies, no compensation, no call from a supervisor when I asked. They just said, "We forgot to get out your data and erased it by mistake. There's nothing you can do about it because you signed a waiver when you gave us the unit. Here's your machine." HORRIBLE TECHNICIANS, NO EXPERTISE (a newbie knows better), THE WORST CUSTOMER SERVICE EVER. Do not risk you machine here.
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Posted by MRM on 2007-02-01:
And during those 5 years, while you had all your data intact, you did not make a habit of backing up your important files? You should always practice backing up your data on a frequent basis so just in case something goes wrong with your computer, you have most of your data saved. Invest in external harddrive or a USB flash drive to backup your important files. At least you learned your lesson the hard way. Toodles...
Posted by Anonymous on 2007-02-01:
Regardless of whether you "should" have backed up your data, Best Buy also "should" have followed through with the instructions you left them. And don't get me started on waivers. I dislike them enormously because it so unfair to waive someone's negligence before it has even happened.
Posted by MRM on 2007-02-01:
Whether or not Best Buy should be held liable for erasing the data on the harddrive, the computer user should practice backing up their data. It does not have to be Best Buy incident, it could be hard drive failure or the user deleted important file by mistake. When an incident strikes, there is a backup copy to rely on.
Posted by Anonymous on 2007-02-01:
I agree with MRM, about making regular backups of your own.

Posted by Anonymous on 2007-02-01:
I agree with LadyMac, Best buy "should" have followed through with the instructions.

I don't think the point of the review is about regular backups is it? I think the point was the Geek Squad sucks rocks, which by the way they do.
Posted by Extended Warranty on 2007-02-01:
Did you pay for a data backup? The first point on the service sheets in bold letters says. I AGREE TO BACKUP MY DATA.
Posted by mustanggeek on 2007-02-27:
What I think is amuseing, they charge $80 for backing up your files. However, every time you send a computer to them, they WILL erase your computer. Sounds like an easy $80 for Best Buy. So either you pay them the $80, back up yourself, or you are out of data. Fun! Best Buy should know better, the first step in fixing a computer is NOT erasing it. Just because you don't understand a problem, doesn't mean you have to erase it. Grow up Best Buy. Deal with problems rather than eraseing them.
Posted by ejk on 2007-03-14:
I agree, you should have backed up your data just because it's the right thing to do for yourself. I don't have everything backed up all the time and it is a habit I am trying to get into. Regardless of that, they should know better. THEY are the experts, or at least they are supposed to be. They are supposed to be their to help you, not just do whatever is easiest, take a quick paycheck and forget about it. They were covered because of a waiver??? So maybe you didn't read it, be smart, Best Buy, let your customer know that you will erase it, make $80 off of them if you have to offer to back it up for them, but don't just erase a person's computer and basically say 'screw you, we are covered by a waiver.' Does CUSTOMER SERVICE mean nothing anymore?
Posted by Renegade359 on 2007-04-19:
First of all. NEVER sign anything (extended warranty, Contract, Waiver or anything else) without having your attorney review it first.

second any GOOD computer tech knows that if you can't restore the OS before you reinstall it you do a backup. And there a number of ways to do a backup on hard drive data without having access to the original OS.

The only reason the data wasn't backed up was because they were to lazy to do it and didn't want to take the time.

Just like when they replace a hard drive they are supposed to distroy the old drive but they don't. They either throw it away intact or sell it as scrap.

The issue isn't that mcmike should have backed up his data. That is a given. The issue is that the Geek Squad was too lazy to follow the work order and deleted the data when they shouldn't have.
Posted by Raphael on 2011-12-29:
IT people are killing the trust for the computer service industrt when they say things like "It's your fault because you could have.. should have.. backed up your data"

Yes! We users need to back up... but you professional IT people aught to know the struggles and challenges of the users. That's what makes you a professional and not a script puppy for some corporate office..

Professionals services should be applicable to the user's needs and not to your conveniences of your own processing.. you should lean on your morals of good service's and superior quality not legal jargon and consumer blame.

Just remember bigger companies with better quality and services have fallen.. The clock is ticking..


A user.. and a technician
Posted by LB on 2013-04-02:
As an Apple Technician, I find myself backing customers up even if they don't even ask for it. Most of the trouble my customers have are from a failing hard drives. I do my best for them. Most of them don't really know how bad their situation is. If there hard drive comes in and beyond back and there is nothing I can do then there are more and expensive companies like "Drive Savers" that I can recommend. It is their Responsibility to back up but most people just don't understand until its too late. So techs need to have a little more compassion... I do.
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Try to make an Asus outta me, will you?!
Posted by Vicki2700 on 12/31/2010
AVON, INDIANA -- In September of 2010 I set out to purchase my first laptop, and against my own gut - and the warnings of most of my friends - I went to Best Buy. Money was a big deciding factor, I was looking in the $700 range but I need fast with lots of virtual memory to coddle my adult A. D.D., so I settled upon the new kid on the block, an Asus for around $800.

I will bypass all the hoop-jumping that came with the actual purchase, the explaining to my bank on the way home when they phoned frantic that someone had stolen my card, no, that was just the inept boy at the register who ran it a DOZEN times trying to get the buttons pushed correctly, after the other boy took three times to enter my info properly to set up an account, blah, blah, blah, all so I could find out they were going to keep my brand new machine to do 'stuff' to it??? By this time I was exhausted and was pretty much just like - whatever, just get it back to me quickly! I had walked out of Price Club a decade ago with my first computer and never looked back! This, however, was only the beginning of my hell with this laptop.

First they put on a different free security program than what I had specified, but I don't think it really made a difference, you get what you pay for. Within two weeks or so I was hacked and lost years of e-mails collected in folders and untold numbers of my over 400 contacts. Fortunately I went through my account with a fine-tooth comb and removed the intruder. But I digress, the real issues were the touch-pad and its attitude, and the cursor in general. Other things that showed their ugly face could be tended to in time.

When I took the laptop back to Best Buy, first I was told the touch pad complaint was a common one with Asus laptops - but somewhere in the shuffle of Christmas Eve confusion for some reason mine was not going to be covered by one thing, but it would be covered some other way, but it was going to take FOUR TO SIX WEEKS to get my computer back?!?! Are you freakin kidding me??? To install a new touch pad???

Then the Geek Squad representative runs an "MRI" and tells me "Oh, you have a virus, and it's a bad one! That's $130 min. to fix..." All I heard after that was Charlie Brown's teacher until he said $249 or something - then it all went fuzzy again...

Well, I have spent two days with the folks at F-Secure, my security of choice, and they have helped me run every kind of diagnostics imaginable and there is no virus on my laptop according to them!

So where does that leave me? Best Buy lied? To get money from an old broad who lives on less than $1000 a month Social Security???? Those are pretty stiff allegations... But, the proof's in the pudding, as they say. I have the logs my security guy ran right here. Oh, the log Best Buy ran is saved on here, too - but no one can read it. Imagine that!

As for the touch pad - I will go straight to the manufacturer and ask for help! I'm not shy! I have a sneaking suspicion that will correct a couple other issues I'm having as well.

As for Best Buy... Shame on them. And we are all going to be held accountable one day for every decision we make. I don't have to answer for their business practices, I only have to answer for how I handle them. Hopefully doing this won't come back to bite me too bad! ;o)

But I'll never spend another dime of my puny little stipend in their stores.

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Posted by Venice09 on 2010-12-31:
Very entertaining and amusing review. I like that! From one old broad to another, it's good to see someone take matters into their own hands. Sometimes that's the only way to get things done.
Posted by partyhero on 2010-12-31:
I have an Asus and haven't had trouble with the touch pad. So I know for future reference, what is the common complaint? Or did I miss that somewhere?
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Geek Squad - the Easy Made to Look Difficult
Posted by Cartrich6674 on 01/03/2014
OKLAHOMA CITY, OKLAHOMA -- I visited my local Best Buy to cancel the insurance I have on my I-Phone. The person helping me attempted to call the 866 number to help with my request, however, the wait time was going to be over 20 minutes. Since I had other appointments I informed the mobile representative that I would prefer to make the call myself when I had more time to wait. By all accounts, this individual was very polite and helpful.

This morning I call the 866 number and was connected to a Geek Squad Protection agent after approximately 20 minutes. Unfortunately, the agent had a difficult time comprehending my request and instead kept asking questions about other phone numbers included on my account. After several minutes getting nowhere, I asked to speak to another agent. At this point, I was transferred and subsequently disconnected.

After yet another 30 minute wait, I was reconnected to another agent. This individual was able to complete my request but was not very customer friendly in the process. I suggest Best Buy take a close look at their Geek Squad Protection agents to assess both their technical and customer service skills.
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What a Time-Wasting Rip-Off
Posted by Drlewton on 11/04/2013
MONTROSE, OHIO -- They are terrible. The whole thing is a scam. There are plentiful small shops that repair computers everywhere run by actual people that know about computers. Check Angie's List or a reliable review site and find a real computer repair place. Geek Squad hires guys that generally know very little about computers. The scam is to get you to agree to pay them $35 to have them send the computer to their repair facility, where you will wait a long time, until finally they come back with an unbelievably inflated repair cost - which may not fix the problem you are having. Either way, they make $35 and you get to wait, and wait, and wait - both for the repair and then when you go try to pick up the "repaired" product. I only took the computer there because I bought it there as a "Best Buy special edition". That did not seem to help them know what was wrong. What a rip off.
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Posted by FoDaddy19 on 2013-11-04:
Your complaint would be more effective if you had given specific details of what your problem was, and what actions BBY took or didn't take. Most indpendent shops will have a diagnosis charge as well.
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Posted by Mikisa21 on 09/19/2013
CARY, NORTH CAROLINA -- September 18, 2012

To Whom It May Concern:

I went into a BestBuy store tonight to pick up a computer and a phone that I left with Geek Squad last week, as well as, to get a replacement phone for an HTC phone on my account. My arrival time was about 5:10 pm. Upon arriving in the store after waiting in line I was helped by Ryan. From the start he seemed unable to help me successfully… He took a long time getting my phone transferred over to the replacement phone and he tried to get me to sign the contract stating that I received the phone back even though the service wasn’t on or transferred over so my phone was not complete serviced as yet and I explained that I would sign the paperwork after my phone is complete in working order. So as that was still incomplete he started to work on my computer issue and he told me that I will not be getting a fixed computer and that I would have to get a gift card for the replacement value of the computer. He went on to tell me that the computer would cost more to repair than the computer was purchased for and that its now junk. I told him I need to see that in the contract and he showed me some statements none of which stated that when the computer is 85% or more than the cost of the item it is then deemed junk and no portion of the insurance would be given back to me.

I then stated that I did not want to accept that offer of the gift card for the cost of the computer. I let him and Jeff know that because by this time I asked to see a store manager. I then let Ryan know that I wanted to start the process of getting a replacement for another phone ordered that I have insurance on. He started typing on the terminal walked to the back and back to the terminal seemingly lost and not knowing what he was doing. He finally tells me that he’s going to have to give me the balance of my insurance back because the phone isn’t worth anything and I couldn’t get a new phone because the plan is going to expire next month… I then asked him to repeat the date of the insurance plan then he reads it to me and says oh it expires December 1, 2014. I then state to him you see you are so quick to disregard insurance and junk everything out based on how you feel at the moment. He then slams his hand on the table and tells me that he is tapping out and then he walks away.

Before he walks away maybe about 10 minutes before he tells me he’s “Tapping out!” While at the terminal Ryan starts talking to someone else in Geek Squad and he tells the person that Matt wants him to get someone else to help me. So I just listen and take notes as to what is transpiring because at this time I’m already in the store now for one hour and thirty minutes without a resolution to any issue that I had before I first walked into the store.

Back to the tap out situation when this happened I went over to Matt told him what happened and he said he would be over to me when he was done with his customers. I then sated I to am a customer as well he ignored me I went back over to where I was standing waited a few minutes and then went to the front door where security was and asked about the stores general manager. He got a card and handed it to me and at the same time I asked him who the store manager was and as I did that he the store manager was walking nearby and he pointed me to Curtis. I proceed to address my issues with Curtis and he was short and curt with me and seemed to know a bit about what was going on because he asked me what Jeff was going to do about my computer. I then went on to tell him that wasn’t my main concern. My main concern was the way I was being treated with the lack of true customer service. How is it that a clerk can walk away from a customer mid transaction and its ok? He is still curt and short with me until he sees me talking to another customer who was standing next to me who approached me and asked me what was happening because she noticed that I was taking notes and she said to herself “they must be giving me a hard time” she then goes ahead and gives me detailed information that she over heard Ryan stating to someone else that he was tapping out. Before she leaves she gave me her name and number because she was just that sympathetic to me about the situation. So when Curtis sees this he is willing to help me because the woman was white. This is what I believe changed my whole experience around. This is so disheartening that this was the catalyst to getting some customer service that took a total of three hours to accomplish.

He sent over a young lady that provided me with exceptional customer service and couldn’t understand what was going on because she stated to me that I was so nice on the phone when she helped me with getting an appointment. So I let her know I didn’t understand either and I felt because I’m a black customer as well as a women the white men there don’t respect me because I questioned them and pointed out that they were wrong for their behavior. She then went on to connect my iPhone, and get the service transferred over, she also swapped out the HTC phone, as well as, processed the paperwork for the computer all within one hour.

I’m a long time customer of BestBuy. I shop online on BestBuy.com. I’ve shopped at BestBuy’s in NY, MN, FL, GA, CA, MI, I spend a lot of money in BestBuy because I mistakenly thought that all customers would be treated with respect regardless of the color of their skin. I was completely brought back to reality tonight although I have experienced some levels of discrimination before in some of the stores that I frequented before, however, I would talk myself out of believing it was race based. But when its blatant there is no way to deny it. I now know that if your black and go into a BestBuy store your time and money is disregarded and disrespected because of the color or your skin. It should never have taken three hours to accomplish what I needed done and it also should not have taken a white woman who I do not know at all to come to my defense in order for customer service to take place. I am completely appalled at the situation and I’m not satisfied with what took place tonight.

I was finally given a laptop and insurance for the computer and after getting home I plugged it up and immediately realized that it was not a new computer as Curtis stated the screen doesn’t stay on all the time and the packaging wasn’t the same as a new computer although it was in the box that it should have been in. I did not open the box in the store because I was assured it was a new computer. So I was misled and deceived by Curtis that the computer was new. I will have to take my time again to go into the store to get a new laptop once again after spending three hours in the store tonight. My kids ended up missing the basketball practice they were scheduled to attend tonight, all because of BestBuy employees with discriminating behavior.

I feel very strongly about the situation. I feel that Matt and Ryan need to be fired because of the situation. Matt clearly set the precedent that it is ok for his subordinate to clearly and willfully disrespect me by telling him to get someone else to help me, as that someone else was a black BestBuy employee. He gave permission to Ryan to walk away from a customer. I know for a fact if I were a white woman with the same issues and concerns and same questions that I had the treatment would be markedly different. I’m saddened that in 2013 I have to write a letter about discrimination that I faced…. Curtis along with the rest of the store, as well as, all BestBuy’s needs to be made aware that treating black customers differently than white customers is unacceptable and intolerable. Because of the vague way that the insurance policy is worded it gives the employee’s of BestBuy the discretion to totally void an insurance contract based on a case-by-case basis ignoring any biases the employee may have.

I hope this letter isn’t in vain and that some true changes start from the top down. Training on race relations; treating customers fairly, and without racial and gender biases must take place immediately.

These occurrences happened at the BestBuy location in Cary, NC I went back to the store today 9/19/2013 to get the replacement for the faulty computer and was appalled that Matt was still employed there!
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Posted by FoDaddy19 on 2013-09-20:
You're tossing around the race card around here with no real proof of any discriminating behavior other than assumptions on your part. From a employee's perspective, it's better to hand off a customer that you're at an impasse with to another employee, it's usually better for everyone, tempers are kept in check, and another person may be able to offer a solution to the issue that the first employee didn't think of, or even overlooked.

Also if you have the extended warranty (it's not insurance, it's a warranty). Then yes, if the unit costs more to repair than it's worth, then you will get the purchase price of the unit back, and the extended warranty will be considered fulfilled at that point. Best Buy determines whether or not it's cost effective to repair the unit or not. This information is available online at


"At our sole discretion, we have the option of (1) repairing your product, (2) replacing it with a product of like kind and quality and of comparable performance, or (3) reimbursing you for replacement with a voucher or gift card equal to the product’s current market value as determined by us, not to exceed the original purchase price of your product, including taxes"

As well as the in pamphlet that should've been given to you when you purchased the laptop.

It sounds like Curtis sold you a computer that was a return or floor model. If that's the case and he represented it as brand new computer, then that's a big problem. You are entitled to new computer equal in value to the one that was written off. You aren't technically entitled to another extended warranty for free, but if they wanted to throw that in, that's their decision.

As for the cell phone issues, it sounds like Ryan just wasn't that good at his job.

Posted by Tezrien on 2013-09-20:
When you pulled the race card is when I stopped reading. Everything isn't because of race and skin color. smh
Posted by James on 2013-09-21:
Man, I can't stand when people try to use the race card for everything.
Posted by getaclue on 2013-09-21:
Now, I understand the frustration when a employee doesn't know what their doing, however after reading every word you wrote I think you are not telling us the whole truth here. I know your attitude had a lot to do with an employee telling you they are "taping out". No way would they do that unless you were just so rude to a point they couldn't work with you. There is no way you didn't make your situation worse by acting ugly towards the people helping you.

Now, lets address the discrimination you felt you in countered. The race card is such a easy way out for any ones part in a situation. Because the gentlemen didn't now what they were doing adding to your over the top over reacion you concluded they HAD to be racist towards you. Oh, not to mention the fact that you talked to a white woman and then they came running to help you. OR they were done with that cusotmer and were ready to help you. But, I'm sure in your mind that was never a consideration.

That is the only explanation you can come up with because you know companies will give you some type of incentive because they can't prove or disprove your account of events. Nice work on getting free stuff there.

You know what went on there and you know you were a problem if more then one employee didn't want anything to do with you. Don't blame the your race on it. Was the guy who was helping someone else suppose to stop helping that person and help you because your a person of color? Get over yourself.
Posted by nikalseyn on 2013-09-21:
Why is it, when some people don't get their way, they suddenly become "offended", a "victim" or the other guy(s)are "racist"---an overused and nowadays really dumb thing to say to try to get your way. No sympathy here.
Posted by Shaun on 2013-09-22:
Race aside, I found the description of what transpired so garbled that it was nearly impossible to accept the writer's viewpoint.
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Like Car Mechanics in the Bad Old Days
Posted by William4920 on 09/14/2013
HOUSTON, TEXAS -- I had a virus attack, took it in to get that cleaned up. The representative called to tell me that my hard drive had failed and needed to be replaced - when I protested that it had been working fine, she amended her statement to "failed a test and probably will fail in 6 months." My wife agreed to let them replace the hard drive, only to find that they refused to reinstall the data without an additional charge.

They were dishonest in the boldest fashion, really contemptible. I will never use them again.

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Posted by Old Timer on 2013-09-15:
It's all about how much the Best Buy Geek Squids can rip a customer off for. One day soon Best Buy will go the way of Circuit City and the others, then we will be rid of the Squids also!
Posted by FoDaddy19 on 2013-09-15:
Probably failed a S.M.A.R.T. test. Doesn't mean it's dead right then and there, but it does mean that it's going to fail sooner rather than later. Probably not bad move to replace it.
Posted by azRider on 2013-09-15:
let me say this.. always, always, always back up your data. with the internet today and cloud storage so cheap there is no reason not to do that. you can use skydrive, google drive, dropbox. Or just by a good backup software like carbonite or crashplan.
Posted by nikalseyn on 2013-09-15:
It's probably time for you to start learning more about computers, especially how to prevent virus/malware problems. There are many free downloadable anti-virus and malware programs available on the internet. Try Avast free and malwarebytes. As for the hard drive you could have said no and backed it up and then had a new one installed. Or, backed up your data every few days and waited for the hard drive to fail, if it ever did. Having Best Buy take care of a "virus" problem is like having Moe, Larry and Curly fix your plumbing.
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Messed Up Computer
Posted by Jharker81300 on 07/19/2013
OMAHA, NEBRASKA -- My daughter has a Chromebook. Recently the screen cracked and we had to take it to the Geek Squad because we have a warranty. My husband brought it in and they said they would call us with information. About 2 weeks later Best Buy called us repeatedly. We missed the call each time because we are busy people. My husband and I are both doctors. Anyway we took our daughter to the Best Buy and she was excited to get her lap top back. We went to go look at the cameras because she might be getting one for her birthday. My husband came back and told us that the call they had so persistently tried to reach us wasn't about her computer. No it was about my tablet. They wanted me to come into fill out some paperwork.

When he asked about her computer they told him "Yeah, it's not even been processed yet." When he asked why he was told "because we have more important patients then your bratty daughter who is probably spoiled. It will take a few more weeks" My husband wanted to smack her there. Our daughter is not bratty. She is the least spoiled child you will ever meet. It's been 2 months and nothing yet. Needless to say, after we get the computer back we are never shopping there again. Rude and slow is what they are!
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Posted by CU on 2013-07-19:
"When he asked why he was told "because we have more important patients then your bratty daughter who is probably spoiled."

Not for a moment do I believe they actually said that.
Posted by Old Timer on 2013-07-19:
And Best Buy wonders why they are tanking?

Three words, "Small Claims Court".
Posted by FoDaddy19 on 2013-07-19:
"Yeah, it's not even been processed yet." When he asked why he was told "because we have more important patients then your bratty daughter who is probably spoiled."

I know BBY takes a lot of flack, and sometimes rightfully so. But I seriously doubt that's verbatim what the person said.

Somehow I doubt they call the computers out for repair "patients".
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Misleading Costs by Geek Squad
Posted by Theburkes on 06/29/2013
DOWNERS GROVE, ILLINOIS -- I paid about $200 to have my laptop repaired. I was called to say in order to get rid of corruption they needed to return my computer to original and I would lose all files. I could bring in a hard drive and they would save then restore files. I went to the store and was told another $100 would be needed. If I had been told ahead of time I could have backed up my own files. I guess I should be smarter about computers but wasn't
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Posted by FoDaddy19 on 2013-06-30:
Data backup/recovery is separate service, the $200 you paid was to repair and/or restore the OS. Data backup/recovery is not included in that $200. They will fix/restore yours OS for that $200, but the data on the HDD will be lost if they had to restore the unit. That data is the customer's responsibility.
Posted by Weedwhacked on 2013-06-30:
They're ripping you off. Find a local computer repair shop.
Posted by Soaring Consumer on 2013-06-30:
There are smaller stores that will do this for substantially cheaper.
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