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Posted by on
Rating: 1/51
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 overheard 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 woman 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 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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FoDaddy19 on 09/20/2013:
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 its 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.

Tezrien on 09/20/2013:
When you pulled the race card is when I stopped reading. Everything isn't because of race and skin color. smh
James on 09/21/2013:
Man, I can't stand when people try to use the race card for everything.
getaclue on 09/21/2013:
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 than 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 supposed to stop helping that person and help you because your a person of color? Get over yourself.
nikalseyn on 09/21/2013:
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.
Shaun on 09/22/2013:
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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Geek Squad Black Tie Protection Plan is a SCAM
Posted by on
RICHFIELD, MINNESOTA -- From: Henry Marechal
Contact Info:
E Mail Address

Date: 7-12-11
To: BBB and Best Buy US Headquarters
Subject: Second Complaint with Poor Service, lack of Knowledge by Geek Squad Personnel and Problems with the TV Model# Samsung 63” Class 8000 series 1080P 3D

Purchased: 10-24-10
Installed in Home: Est. 1st to 2nd week of 12-10
TV Model# Samsung 63” Class 8000 series 1080P 3D
Serial # Z1ZY3CKZB00069P
Financed through Best Buy and Paid off early this year.

3-16-11 through 5-26-11
Case turned over the BBB Case# 57197431
Business Info
Name: Best Buy Stores, LP-US Headquarters
BBB Member: Yes
Contact: Customer Care
Address: Richfield, Mn 55423-3645
Phone: 888-237-8289
Fax: 952-238-3048
Contact person was: Sr. Executive Resolution Specialist.

Current Issues with the TV:
TV does not play in Full Screen for Non HD as it has always done.
TV Comes on during the night after shutting it off.

What I want to see done this time.
Replace the TV with same.

Geek squad 7-12-11
I place a call to report problems again with the Samsung 63” Plasma 3D HD. TV has come on during the night by itself and we are unable to view the full screen mode with watching non HD. After the TV was repaired back in April of this year we could watch full screen either HD or non HD.
In the manual the screen is to be set to 16.9 to view full screen for non HD.

Pay close attention to the time I once again had to deal with Geek Squad personnel not knowing what to do or just to give me a round around. I spent $598 dollars on their Black Tie Protection Plan that is clearly a SCAM.

(5:11PM Spoke to # 1 Agent Mike)
Gave my address, name, phone number and what I was calling about.
He had to transfer me to the TV Repair for set up service.

(5:15PM Spoke to # 2 Agent Shawn)
Again I gave him my address, name, phone number and what I was calling about.
Explained the problems, cannot view full screen in non HD and TV comes on by itself during the night.
Agent Shawn set up service with Sherwood TV and Appliances for 7-14-11 between the hours of 12 and 5PM. He did say the TV would need to come off the wall for servicing. Well here I go again because Agent Shawn transferred me to another department to set this up.

(5:30PM Spoke to # 3 Agent Stefun)
Again I gave him my address; name, phone number and what I was call about.
I explained to him the Sherwood TV and Appliances would need the TV removed from the wall for servicing. I also explained the Geek Squad would need to be here the same day so after removing the TV and let’s say it was repaired they could hang the TV back up. If this did not get done I would need to reschedule another visit from Geek Squad to re-hang the TV. You can already see what I’m going through just to get it down.
Agent put me on hold. He came back on the line to tell me there would be a $ 99 dollar fee. I told him I purchased the Black Tie Protection Plan for 4years at $ 598 and was not going to pay anything. He puts me back on hold and a little while later tells me he needs to transfer to his boss.

(5:45PM Spoke to # 4 Agent Jess)
Guess what? Agent Jess that was supposed to bee Agent Stefuns boss must not have been. I had to give him my address, name, phone number and what I was calling about. I explained it all over again about removing the TV off the wall that Geek Squad originally installed day one and the $ 99 dollar fee. Agent Jess proceeds to tell me he don’t have enough stroke to reverse the $ 99 dollar fee that we should not even be talking about seeing I purchased the Black Tie Protection Plan. Guess what I get transferred to another agent.

(6:11PM Spoke to # 5 Agent Sarah)
Guess what? I had to give her my address, name, phone number and what I was calling about.
I tell Sarah what I was calling about. She pulled up my records and she was amazed that first starting with Why Have they not replaced this TV do to all the calls and service that is in the Data Base, Don’t Pay the 99 Dollars because that was covered in the protection plan. I finally found someone that seems to know what they were talking about and she understood the protection plan the same way I did. Never the less I was finally transferred to the Installation department.

(6:25PM Spoke to # 6 Agent Natasha)
Guess what? I had to give her my address, name, phone number and what I was calling about.
At this point I’m trying to explain to her that Sherwood and Geek Squad both need to be here on the same day same time to remove and re-hang the TV. She transfers me to the another agent but I did get a work order # 10713459 to remove the TV but still not set up for the same day.

(6:40PM Spoke to # 7 Agent Trisha)
Guess what? I had to give her my address, name, phone number and what I was calling about.
At this point I’m trying to explain to her that Sherwood and Geek Squad both need to be here on the same day same time to remove and re-hang the TV.
At this point and had finally had enough. Ask her to transfer me to someone that could authorize the REPLACEMENT TV. She told me to contact the store I purchased the TV from for replacing. I will do this on 7-13-11 to see what reply I get but I’m sure they will tell me to call Geek Squad.

(7:05PM Spoke to # 8 Agent Mingo)
Guess what? I had to give her my address, name, phone number and what I was calling about.
I explained the entire case from even back with when I turned my first complaint over to BBB Case # 57197431. Agent Mingo set the removal up for 7-19-11 and he was going to contact Sherwood TV and Appliances for also 7-19-11. Agent Mingo did call me back and said that Repair shop had closed but he would call them on 7-13-11 to set up for service on 7-19-11 same day as Geek Squad.

Reason for turning this over for support from BBB is to show what Best Buy and Geek Squads service is poor, personnel are not knowable about how the Black Tie Protection Plans work, the run around you have to go through and as a consumer I have to do some of their leg work for service I paid for.

I’m requesting support from the BBB to help in no longer fighting the ongoing issues with the product and support in having this TV Replaced with New.

No call from Agent Mingo.

# 7 Agent Trisha. As per Agent 7 she told me to call the store I purchased the unit and request a new TV. The below is an e mail I sent to The Sales Person That Sold Me This Product

(Please call me at 504 613-8106, Long story short, The TV has been a living hell with problems. In speaking with Geek Squad Agent Trisha yesterday she tells me to contact the store that I purchased the unit and have you all to replace it).

Please make sure you call me as I’m going to turn the case over to Sr. Executive Resolution Specialist at 7601 Penn Ave S Bldg D6, Richfield, Mn 55423-3645, Phone Number 888-237-8289 and also for the second time the BBB.

Tell us how we're doing.

Dear Henry Marechal,

On 07/12/2011, you contacted Best Buy and received assistance from Jessie, one of our Geek Squad Agents. As part of Best Buy's commitment to excellence, we want to make sure we met your needs during that conversation. Would you please take a minute to answer a few questions to let us know how we did? Please click the button below to begin this survey.

Take Survey

NOTE: Please respond within five days so that you can provide timely feedback to us. This survey will be available for only 5 days.

Thank you for your valuable help!
Best Buy Customer Support

I received the above e mail last night. Look it up because I replied to it. Take the time to read.

Day two and no phone calls from #7 Agent Mingo. I contacted Sherwood TV and Appliances this morning and spoke to Ronnie and raised the question had he heard from Geek Squad about this service that is needed. Here we go again just like the first case that went to BBB Case # 57197431. Sherwood TV and Appliances is not responsible for the (FIRST YEAR) and I need to contact Samsung.

In Closing
I’m done with this 63” Samsung HD 3D TV that comes on during the Night and plays in reduced picture for non HD.

Next I will not settle for anything less than the Unit being replaced. NO MORE REPAIRS!


12.59 Noon today I called the Magnolia Store in Metairie Location where we purchased the TV as directed by # 7 Agent Trisha due to [snip] never replied to the e mail I sent out on 7-13-11. Was put on hold again. Not waiting anymore.

I expect to here from Best Buy, LP US Headquarters today. Don’t take this wrong but I will fax this document along with the past cast directly to BBB and obtain a Second Case Number.
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HonestForSure on 07/14/2011:
Bleak Squad and Best Buy take no liability for year 1 as it is under Samsung's warranty. This certainly sounds like a mfr defect and a component part that is of inferior quality.
When the TV is replaced, get a pro-rated refund on the plan.

If you badger the Executive Resolution committee enough, they'll do something. A better way is to email several of the executives incl the VP of Stores and copy the Attorney General.

FYI - what you paid for the plan is a function of price you paid for the product, not the true risk - which is the same for a 32" TV.
idontthinkso on 07/14/2011:
Well documented, not so well researched. A five minute google search could tell you that Best Buy is not what they promise it to be. For a set of that size and cost.. you need to do more research.
John on 08/21/2013:
My 3 year old Samsung VRT washing machine started leaking at the beginning of August. August 6 the "SIS" service company came out. As soon as they left we threw a load of clothes in and, it was still leaking. I called GeekSquad and demanded a different service repair service. M and W repair came out and he spent about 3 hours trying to ID the issue. Whatever he did, the washer still leaked. He decided to order some parts and they were supposed to be overnighted. That was last week. I called today and the part is not in yet.

I had a similar issue with a Toshiba TV several years ago and the same thing happened. How long does it take to get a major appliance purchased from Best Buy repaired!? This is ridiculous. My wife is handicapped and I just had shoulder surgery so we are in dire need for some help. Does anyone really care after they have sold you the appliance and the so called Black Tie Service.

I think its time to start shopping somewhere else. The rewards program isn't worth the anguish we are going through.
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Sales People, Managers and Geek Squad Are Admitted Liars!
Posted by on
Rating: 1/51
NORTHGLENN, COLORADO -- On 05/04/13 I purchased a new HD TV from Best Buy. I am completely lost when it comes to electronics, but I did the research and knew what I wanted/needed. I had already purchased an HD DVD player and surround sound from another store. The salesman at Best Buy told me that the DVD player I had at home was not compatible with the TV. He said if I did not purchase a Blu-Ray player, all of the movies would be distorted and difficult to view on the new TV. Based on his statements, I spent $250 on a Blu-Ray player and returned the DVD player. 34 days after I purchased and set up the Blu-Ray player... it stopped working. I kept my receipt, but the box accidentally got thrown away.

I called Best Buy and the first guy on the phone told me they could not help me because it was beyond the 15 day return date and I did not purchase the extended warranty. He told me the store would likely not honor the manufactures warranty because I no longer had the box. He added that the Blu-Ray player was not working because my daily workout video (used all 34 days, once a day) was "over use" of the player. Seriously!? 34 uses is apparently the maximum for a Blu-Ray player. I hung up with him and called Samsung. They confirmed that I had a 1 year manufacturers warranty. Told me to take it to the store, with or without the box and Best Buy would exchange or refund the system. I packed it all up and took it into the store, where the Geek Squad guy told me immediately that he was unable to help me because it was beyond the 15 day return policy. I explained that the unit was not working. I told him what the Best Buy person told me on the phone the day before and what the Samsung person told me on the phone, and he told me "those people that answer the phone, will say anything to get you off the phone." I confirmed this was something Best Buy employees were told to do, and he nodded. I told him his customer service sucked! I eventually had to talk him into checking on the manufacturer's warranty. He agreed it was under manufacturer's warranty, so they would send it to Samsung to be repaired.

While I was waiting for him to complete the paperwork, their computer crashed. He had to fill everything out by hand because they couldn't figure out what to do to make it work. (This did not boost my confidence in their abilities!) He asked me how I liked the unit when it was working. (again, really!? it worked for 34 days, how do you think I liked it!) I explained that the salesman told me the one I had was not compatible. His response, "Sales people that lie to customers, don't usually last here long." He then informed me my salesperson did indeed lie to me about the ability of my previously purchased DVD player as it would have worked just fine, as long as it had an HDMI cable (it did and I told Matt, the salesman that). They ended up taking my Blu-Ray player and I was told it would be shipped to Samsung for repair.

Today, 6 days later, I received the first update regarding my unit. It advised that the unit was at the Geek Squad service center awaiting parts. I called to confirm that they were fixing it, rather than Samsung (since the other two Best Buy employees told me Best Buy could not assist me because I did not purchase their extended service plan). The guy on the phone this time, told me that the Best Buy employees "lied" (his word) and Samsung would only get involved if the repair could not be made in 15 days, at which time they would send me another unit.

All said and done, the customer service at Best Buy sucks. They have lied to me on numerous occasions and if I weren't already $250 in the hole (a lot of money for me!) I'd leave the unit and go buy something else.
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FoDaddy19 on 06/23/2013:
"HD DVD" was the loser in the format war against Blu-Ray, they haven't been made in about 4 years. It's more likely that you initially selected a standard DVD playing that can upconvert to pseudo-HD. It probably would've worked fine, though you would not have been able to play Blu-Ray discs on it. I will say that without upconverting, standard 480p resolution video on a 1080p TV does look terrible most of the time.

I don't know why they made whole production out of sending it out for a manufacturer's warranty claim. It shouldn't have been a big deal at all, you had your receipt and a one year warranty. You don't need the original box to send a Blu-ray player out for repair.

However the Samsung guy lied to you, BBY won't replace it or refund it right on the spot if you're outside of the 15 day return policy. It gets sent out for diagnosis and repair first.

It does seem that you were misled on several occasions here. But at least things ended up the way they were supposed to, which your Blu-ray player getting repaired under the manufacture's warranty.
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Won't Honor $500 Service Plan
Posted by on
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 supposed 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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Anonymous on 09/09/2007:
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?
ThinLazyAmerican on 09/09/2007:
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!
MRM on 09/09/2007:
Extended warranty and service plans are worthless!
trumania on 09/09/2007:
Bummer. The small claims summons may be enough to get them to either refund you or give you a new laptop. Good luck.
GWbiker on 09/10/2007:
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.
Anonymous on 09/10/2007:
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.
Anonymous on 09/10/2007:
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'.
geather-c on 09/11/2007:
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.
BBY-Angel on 09/21/2007:
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
enchantedhalos on 09/14/2008:
freebo on 10/30/2009:
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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Try to make an Asus outta me, will you?!
Posted by on
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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Venice09 on 12/31/2010:
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.
partyhero on 12/31/2010:
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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StarEmpty StarEmpty StarEmpty StarEmpty Star
Geek Squad Cannot Get Parts for Pc They Sell
Posted by on
Rating: 1/51
HUNTSVILLE, ALABAMA -- I took my Dell PC to the Geek Squad to have repaired. They made me sign a piece of paper and Then told me it had to be shipped to be repaired. Did not tell me the cost or that I was paying for shipping. It took 11 days before someone called me to tell me that they could not get parts to fix it. I asked they why do you sell Dell PC`s, He could not answer. He told me that it would cost more to fix it then what I paid for it. I asked him how he knew what I paid for the PC. Again, he could not answer. I did not buy this Dell from them. Okay send it took only 2 days before they called me back to say I could pick it up where I had dropped it off,,,why only 2 days to return,,,was it ever shipped in the first place? So I went to pick it up,,took 20 minutes for them to bring it out. I asked to speak to a Manager and when her finally showed up; I asked him why they take Dell Pc`s to fix if they cannot get the parts, He stuttered and said they had no way a knowing if it can be fixed or not. Um excuse me but; then why are you taking PCs to be fixed if you don't know that you can. He stuttered again, said he did not know. I asked why I had to pay shipping fees when I was not told that I had to pay for shipping? He stated I had signed the paper..I asked him why I was not told before I signed and he said they were not required to tell me...I asked him why there was no proof of shipping on the paper and he said, I had to look up the confir number on the paper,,,I asked,,How did I know if that was MY PC being shipped and again he had no answer. I knew I was going to lose my $40.00 to these people for their incompetence, so in a last ditch effort I asked if they would waiver the shipping fees towards a new PC purchase from them, I flashed the hard earned cash I had on me to buy a new computer and he laughed at me,,, So all in all ,,,my experience with the Geek Squad was horrible. I took my Dell PC to a local repairman and he fixed it within 3 days and it cost a $100.00 dollars,,,So why can he get parts but Best Buy cannot? BTW,,,I bought another PC for my son at HH Gregg the same day,,,nice people!
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FoDaddy19 on 06/19/2013:
Here's what happens when you send your computer off through BBY.

1. They get your information and such, and what your complaint is with the computer is. If the computer is not under warranty, then they should charge your X amount of dollars for the diagnosis and shipping costs. This where the $40 comes in.

2. Your computer will be shipped to Geek Squad City in Kentucky. Once there it will be diagnosed and an estimate for the repair cost will be issued. Due to the volume of computers they get, this can take week or more. 11 days is not an unusually long amount of time for this to happen.

3. If your computer is an older (re : 5 years old) then it's indeed likely that they were unable to get the necessary replacement part (probably a motherboard) through their contracted vendors. However they won't know this until they time to diagnose the computer and determine what part(s) need to be replaced.

4. They knew how much your computer costs new because they likely sold it or a variation of it at the store.

5. The return shipping generally goes much quicker because all they have to do is box it back up and stick a shipping label on it. Also Huntsville is less than 300 miles from GS City, so it's very possible for the computer to make it back to store in 2 days.

6. The store won't know if the computer can be repaired in a cost-effective manner, that's why they sent it off. For anything beyond hard drive replacements, and RAM or expansion card upgrades, the people in the store will sent the unit out for repair.

7. A local shop is often the better choice for a situation like this, they can source parts from more places than BBY can, and usually at better prices.

Anyway, aside from not informing you of the shipping/diag charge in the beginning, BBY didn't do anything wrong here.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Poor Service - Inaccurate Communication
Posted by on
Rating: 1/51
BEAVERCREEK, OHIO -- September 2012 I purchased a "new" store model computer from Best Buy in Beavercreek. Down loaded files and did not use until January 2013 when old computer died. Three weeks later new computer non functioning. Geek Squad at Best Buy said hard drive failed and it would be sent to Louisville, Kentucky under factory warranty. Staff mentioned several times if I had purchased store warranty from Best Buy, there would have been more they could do.

Three weeks later after weekend trip, returned home to two messages on answering machine and later one actual phone call that my computer was ready for pick-up. At store staff said computer was not ready and seemed to not believe that I had received 3 calls. Four days later Best Buy called that computer was ready. When I got to store and tried to start up computer, it did not work, staff said now keyboard not working and back to Louisville, Kentucky. Due to my part time consulting job, I paid $100 for data to be saved before computer shipped off again.

I purchased second new computer from another store and asked Best Buy put on my data I had paid to be saved so I could work. I asked Best Buy to try to quickly put the data on my second new computer, but several trips to the store and days before files placed on computer.

After 9 days I called Best Buy to check progress on first computer's second trip to Louisville, Kentucky. I was told computer had just arrived in Louisville after 8 days. Since Louisville is 160 miles away from store, something delayed shipment? Three days later Best Buy called that computer was ready in the Beavercreek store. At the store I asked for Microsoft Office which I had purchased from Best Busy to be put on computer along with data I had paid them to save. Told it would be ready after 2 days. When I arrived at store, it was not ready. Several days later back at store, it was still not ready and the person told me that it took a lot of time to put Microsoft Office on a computer. (It took me less than 2 hours to download Microsoft Office on my second new computer), Finally on a third trip the computer was ready.

It was a disappointing experience, misinformation caused me to make a number of unnecessary trips to the store. I also learned to avoid purchasing "out of box computers" as it was apparent these must suffer a lot of abuse when they are on display.
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Old Timer on 06/01/2013:
And Best Buy along with their idiot Geek Squids have no idea why their once proud company is going down the toilet? Can you say Circuit City?
John Nicholson on 06/01/2013:
I bought 5 computers from Best Buy, starting decades ago with an Adam computer. Anyone remember them? The last four I have just gone online and bought from HP or Dell. Easier, cheaper, and the warranty just as good. Never, ever buy an extended warranty. Waste of money. People who know do not buy much of anything from Best Buy anymore. As you now know.
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Customer Service IS NOT their concern!
Posted by on
RICHFIELD, MINNESOTA -- I purchased a computer for my son on April 23rd, 2011 at the Best Buy store in Alexandria, VA.

My son decided on the Toshiba laptop and the salesperson said that the only one they had was opened. He said that the reason it was opened was that the tech squad had done the PC setup on it so it would be ready to go for the customer right out of the box. The salesperson said that everything was in the box and charged me for the PC setup.

My son came back home to NJ for the summer on May 20th and he took the laptop to the Best Buy store in Cherry Hill on May 31st for repair. The computer was still under manufacturer’s warranty but instead of telling my son that, they sent the computer to their Geek Squad repair center. My son contacted the store a few days later and they said that the hard drive had crashed and that they would need to send it out for repair. The hard drive crashed on on “brand new” computer in less than a month????

Anyway, the store sent the laptop out for repair and when it came back to the store, the store called and said that we needed to bring in the restore disks for them to complete the repair. My son checked everything that came with the computer and the restore disks are not in there. I went to the cherry hill location 3 times to try to resolve this issue only to meet with frustration. On my second visit to the store, I encountered the “Customer Service Manager” (what a joke that was!!)

who said that he “WAS TIRED OF HEARING ME DRONE ON”! When he finally stopped talking over me and decided to look at the receipt, I was told that I paid for PC setup which included the making of the restore disks. The technician wrote down where to look for the CD’s in the materials and asked me to have my son look again to see if he could find them. My son said there were no cd’s in the box.

I went back to the store a 3rd time and explained that the disks are not there. The Geek Squad Manager said that they could not order the disks because if they ordered the disks for my son’s computer, they would have to do it for all the customers.

Based on the fact that my son has not had full use of this laptop since it was purchased in April 2011, I paid for the PC setup and the laptop crashed within 30 days of purchase, I feel that Best Buy Corporation should honor it’s “commitment to CUSTOMER SERVICE” and pay the $28.99 to get the restore disks from Toshiba and complete the repair to my son’s laptop!

It is now July 7th, 2011 and my son still does not have his computer!!
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trmn8r on 07/07/2011:
Is there anything on the receipt to show that this was an "Open Box" purchase? Even if it does state that, it is your word against theirs that the disks were not there.

This is a tough situation. I definitely feel your pain, but I'm not sure you are going to get them to do anything for you.
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Posted by on
My computer (as I was told ) had an infection. I went to Best Buy because we have done quite a sum of business here in the past, including two business's personal and grand children we have just this year spent over $7,800. . the people were all new looked and acted like high school help by that I mean experence wise today I guess you have to explain each breath. My computer was to be done on Sunday evening I waited till Monday mid morning to call the young man told me we are waiting for you to bring us a cord. WHAT when were you going call me ? secondly if you go into a coffee house for coffee do they ask you to bring your cup ? you are running a business and don't have the tools to carry out your services. But you have my money. tried to speak with a store manager got an ass. manager (maybe) she told me oh no that person made a mistake they are working on it and will call you when it is done. I have tried again to get a store MANAGER or district manager to no avail. called corporate, after Waiting 6 minutes this person had me go threw all of the previous events. it sounded like she put me on hold or something when I quit talking there was silence then she said what do you want? I said are you crazy (as a figure of speech) I have just explained this whole ordeal to you I want my computer of course. She said if you would quit calling me names I said wait a minute that's one of the big problems in this world today.

Can you believe this what kind of a business is this, no store manager no district manager. But they do have a cocky representative at corporate and my money. as many people as I have sent to this store over the years is only a small part that I will tell about this experience STAY AWAY from Best Buy in Montrose, Ohio.

I am now 6 days behind in my work but that will be my problem .
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leet60 on 06/28/2011:
In my opinion, taking a computer to the "Geek Squad" for issues is like asking a barber to pull a tooth. I would venture that almost 85% of the computers taken to them are initially diagnosed with a "virus", and that is rarely the case. The diagnostic fee is outrageous and they rarely resolve an issue on the first attempt. The excuse of "waiting for a cord" is absolutely unacceptable. Are you to believe Best Buy does not have a spare cord?

You are always better off taking your computer to a reputable local service provider.
olie on 06/28/2011:
OK. My family's luck is going to run out by my post. But anyway...

We have had nothing but excellent results with Geek Squad. The first time we took one of our laptops in, we had all of our paperwork, but we did not know that we were supposed to bring the power cord.

Easily remedied. Since then, we've made sure to take the cords along.

I would guess that this is the reason: Let's say Geek Squad has 3 cords for my HP laptop. That will work if Mr.olie's and my computers are the only ones of our sort that Geek Squad has at the time.

I'm not sure, but I think that Peru.olie, carrot.olie, and Teen.olie have different cords.

Your Toshiba, or Sony, or Apple, or Compaq....will use a different cord. So instead of having a boatload of cords in-store, Geek Squad requires the consumer to bring in the cord that was sold with the machine.

I think this is reasonable.

I also think they should have made this abundantly clear when you dropped off the computer.
leet60 on 06/28/2011:
@olie. You have some valid points regarding the cord if this is a laptop. If it is a desktop PC, as I believed from the original post, the cords are standard. It is likely you have received excellent service from the Geek Squad. My experience is that the "virus" excuse is frequently what the customer is told before any other diagnostic is done, and it is often not the issue at hand.
trmn8r on 06/28/2011:
I hate it when people are cocky too. I know EXACTLY what you are talking about. Examples abound.
Whiteduck on 06/29/2011:
Our main business isn't even working on computers, but we do sometimes. We have a universal power adapter that will power on any computer. You'd think Best Buy could afford to equip the Geeks with some basic tools...

But, in my experience, they would never figure out how to use one anyway.
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Not so mobile
Posted by on
GURNEE, ILLINOIS -- I updated my phone with Best Buy Mobile instead of my phone servicer because of the prices. I was happy with my phone until the speakers when out and I had no sound. I paid extra to get the Geek Squad Service Plan for the phone and thought this was a good decision given all the features they offered. I took my phone back to Best Buy and was told they would have to send the phone off to be fixed and to check back in 2-4 weeks. I asked if everything on my phone would still be there and was told that nothing would be erased from the phone because the issue was with the speakers. Then I checked back and was told I had to wait a month from the day I brought it in to get any updates on the status of my phone. So I went back to Best Buy a month later only to be told they were escalating the problem to try to get me a new phone and again I would have to come back. On the third trip to the store I was told my phone was fixed and I took it home. As soon as I got home I noticed that there were wires sticking out of the phone and the screen (which slides up) didn't slide up at all and was stuck. I also found that everything was deleted from the phone. I had no phone numbers, no pictures everything was gone. I took the phone back to the store (after only having my phone back for about 8 hours)only to be told I would have to send the phone back out for repairs and possibly wait another 4-6 weeks for them to try to fix it. I told then to cancel the service plan because I didn't want to wait another month for something else to be wrong with the phone. I will never buy anything from them ever again.
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Alain on 02/05/2011:
Call Best Buy corporate headquarters in Richfield, MN at 612-291-1000 and let them know why they've lost a customer.
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