Best Buy Geek Squad - Page 2

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Avoid Geek Squad
Posted by on
OXNARD, CALIFORNIA -- I trusted the name Best Buy, I never had an experience with Geek squad though I felt it would be a good referral. I took my uncle's computer in to be repaired after the OS seemed to be corrupted and was not booting appropriately. I was told it would be 200.00 to do an assessment, repair, re-configure, install updates and drivers. I felt this was fair considering all that was included.

I later called to get the status of the computer and was told the OS was completely corrupt and the only option was a complete re-install of the OS. I was then told that a backup of the system was 99.00. I was a little taken back when the only data on the machine was perhaps 5MB max in the My Documents folder. I then asked how much a new drive would be and how much would it be for them to install the new drive, put a fresh OS install on the drive and then make the existing drive a secondary drive to access the files. I was told by Hector that this would be 70.00 and the OS and drive installation was included in the 200 originally paid. I felt this was a good deal considering it was 99.00 to back up 5MB worth of data through DOS. We then had a new hard drive (existing was 4 years old) and a slave drive in the machine for later use if need be. I was told that my uncle only had to come in and pay for the hard drive.

My uncle proceeded to go to Best Buy and paid for the hard drive. This time a representative named Sergio was in contact with him and told him he did not need a new drive and that they could salvage the existing drive. This was true, though not what was asked for and instructed to do. Even then Sergio still proceeded to sell my Uncle a hard drive. My uncle is not technical, nor does he have any knowledge about computers only to click here and click there. Now he had a Sergio tell him that he did not need a new drive and that he could fix his computer, he DID not tell my uncle he did not need to buy a new hard drive. Simply, he took advantage of someone who was not informed or had the knowledge to make an informed decision. The manager (Hector) did not step in and discuss what I had discussed with him, and they proceeded to charge him the money he paid SPECIFICALLY for a new hard drive as data services backup.

My uncle proceeded to get the computer back without the hard drive and actually without a working modem. I called Best Buy twice and spoke to Sergio to try to resolve the situation only to be told simply, there was nothing they could do and my Uncle would have to come in and pay for a new hard drive. Also, they did him a favor by discounting the backup services from 99.00 to 70.00 which was the price he paid to SUPPOSEDLY get a new hard drive.

Sergio then proceeded to say that he would only discuss the situation with the customer and that the customer stated I was to blame for it. Simply it seems he was not willing to take responsibility for the situation. Again, I was guiding my uncle along this process so he would not be taken advantage of. It seems as though Best Buy thought it best to still exploit the situation and take advantage of someone rather than work with someone to give the best service.

I hope this saves someone from experiencing the same fate. I feel we were taken advantage of, ripped off, and told you have 'better' options irresponsibly. To experience perhaps the same take your computer to Geek squad in Oxnard, CA and speak with Hector or Sergio.
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gush on 05/28/2010:
200.00 to do an assessment, repair, re-configure, install updates and drivers..... I do this all the time for 20 bucks Geek squad is a joke.
MRM on 05/28/2010:
Gush, $20 is exactly how much I charge as a side job.
lobo65 on 05/28/2010:
I use a local repair shop. The owner provides a good service for a fair price, and he usually takes no more than three days to fix the problem. I wouldn't trust the Geek Squad to change a light bulb.
r00m23 on 08/30/2010:
Next time, just keep backups of your documents and you won't have to worry about databack up services.
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Geek Squad Service Errors
Posted by on
OHIO -- Right now there is a huge issue in the Geek Squad. I was actually warned to stay away from Best Buy because of their lack of concern in doing the job right. I should have listened.

What happened to me personally is beyond anything I could have believed unless I went through it. Here it is...

I took my computer to Best Buy to get a wireless pic LAN card installed. The Geek Squad guy said it would be 50.00 and then when I got there he said it was $80.00. So when I told him the difference he changed the price to $50.00. The next day I picked up the computer and the wireless card did not work nor did the router they told me to purchase,$39.00. I then tried everything to get this to work and nothing. So I had to call Best Buy and they refused to tell me anything and told me that the reason it would not function is because the wireless pic LAN card had to be configured to operate correctly they told me that this was only possible if they came out and charged me an in home service fee.

I was angry about this because it was never mentioned to me that this was a requirement of having a pic wireless LAN card installed. So I ended up having to bring my computer back into the Best Buy Geek Squad which was not a good thing but I did not know what else to do. So I had talked to the manager of the Geek squad and he said to bring it in to test it. I was told it would take about an hour. The manager told me he would place the info in my file and other techs world see it and know what to do.

So I drop off my computer and 3 days later no one has called me back.
I contact the Geek squad and asked them why no one has called me and they told be they were running a diagnostic, which shows nothing in error that they did, of course. So I told them what the manager said to me and none of that info was in the notes of my file and the manager had gone on vacation a day after he told me to bring in my computer.

So now I am so upset I take my computer home and call the company that made the pic wireless LAN card to ask them what to do. One of their tech support walks me through the process of testing their card and it is found that the drivers were not installed with the pic wireless LAN card. It was not receiving a signal because the Geek squad put the hardware in and nothing else. The computer did not recognize the added hardware. I contact the corporate portion of the Geek squad which had "agents" speak to me about this issue. All they did was work to cover themselves while leaving me looking like the one who was at fault. I was on the phone with Best Buy and the Geek squad for several days,... more than 4 hours total.

The Store Best Buy and their Geek Squad are only looking to cover their people in wrong doing at the full cost of the customer. I actually had to take the computer to another Best Buy in order to get information that proved that the first Geek squad was in error. They told me that there was no way that the Geek squad in the other location did the right thing and in saying that I thought I could trust them.

I left my computer there and then when I picked cit up they said that there was a hard drive problem and that was why their pic wireless LAN card did not work. So I contacted the corporate office again (4th time) and they refused to give me a refund for the LAN card or the router because it was a problem with my computer, not their service or their agents. I forgot to mention that when I talked to their Geek squad agent in their corporate office they spoke extra loud and tried to drown out my statements when they did not agree with what I said about something being very wrong in their Geek squad. Every word out of the mouth of this agent was in a means to say that I as a customer was wrong and their Geek squad was right. I believe the reason they did this was to make sure in the midst of failing companies they would cover their company at the expense of the customer, and to cover their jobs.

I have since cancelled my credit card and account with Best Buy. I will never purchase from this company again because they were willing to steal from me to cover themselves while knowing that their employees are doing wrong.

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Soaring Consumer on 04/02/2009:
Geek Squad clearly did not do what you paid them to do. The nerve of them to blame you and claim that there is a problem with your computer.

Installation includes not just installing the hardware, but installing the driver software and making sure it works.

You should be able to install the driver software from the CD that was included with the hardware.

Get written documentation from the other store proving that store you went to did not do what you paid for. Then contact Best Buy's corporate offices and request a refund.
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Geek Squad
Posted by on
SOUTHHAVEN, MISSISSIPPI -- August 7th of 2008 I returned a bad gateway monitor, it couldn't be sent off so I was told to get one from stock and there wasn't much to choose from so I got a Samsung 25 inch, tech said he was sorry he didn't have many monitors to pick from but he didn't keep monitors for power users, I'm no power user..

I had troubles with the Samsung monitor from day one but I thought it was my video card or motherboard, I used trial and error to finally nail down the problem as the monitor. I returned to Best Buy November17 and was told it couldn't be repaired to get another monitor from the shelf. So after about 45 minutes or so I got the only monitor my size they had that would work..when I got to the service desk they then told me the Samsung could be sent off after all. So I said OK I have no choice go ahead, there was nothing else he said he could do and once again gave me a very insincere I'm sorry about that.

The estimated completion date was 11/20/08..I realize it could take longer than that so I waited till 12/01/08 to call the Geek Squad and was told it was ready and sitting in the floor ready for me to pick up, he was looking at it. I said thanks and went about getting a way up there, I'm disabled and can't drive so I got my son off work to drive me up there..its 80 miles to Bestbuy from where I live then 80 miles back.

Well when I got there they told me there was just the two geeks working and neither talked to me. I called Best Buy and hit the extension for the Geek Squad and before I left they asked me my phone number before telling me it was there. It looks to me like it was never sent off if it was sitting in the floor and rather than telling me the truth they came up with they didn't know who I talked too, I just don't believe I was done right from the start, why would they lie?? If it was just 2 of them it had to be one of them.

Also the young man had a smug attitude, he was always very sorry but there was nothing he could do to help me, I asked him if he could ship it back to me so I wouldn't have to have my son take off again and he couldn't even do that..I asked to speak to his boss and he told me he was the boss. He was really young to be a boss. I went to Bestbuy to get a monitor so if I did have trouble I could get it quickly repaired or replaced, now I haven't had a monitor that's worked right since August and I'm out the money for the video card and new computer plus a wasted trip to Bestbuy and now its 12/17/08 and I still don't have a monitor.
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Anonymous on 12/17/2008:
Your story sounds pretty much like the rest of the Geek Squad horror stories out there. Maybe next time deal with a local PC Store that's not 80 miles away. Better service, probably better prices and best of all no Geek Squad idiots to have to screw around with.

Best of luck to you and thanks for the info!
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Geek Squad-The High Price for Terrible Service
Posted by on
OVERLAND PARK, KANSAS -- The Geek Squad at the Overland Park Kansas Best Buy provided me with one of the most awful if not the absolute worse customer service that I've ever experienced as a consumer.

I brought my laptop to the store on October 20, 2008 as it was crashing with blue screen errors, and I was unable to resolve the problem on my own.

The Geek Squad employee at the counter ran a test on the laptop to confirm that it was a software problem, and not an issue with the hard drive. He then explained the options available and the cost. The charge to diagnose and repair the computer was $200.00. This seemed high to me, but I thought that it would be worth the price to have the repair done right.

In retrospect, I should have run for the door when they insisted that I pay in advance before they even started any repairs. However, I paid the $200 and expected a call within at least a week.

The week went by with no call so I stopped by the store to check on the laptop. The Geek Squad employee searched for about an hour and could not locate my laptop. He could not tell me if repairs were begun, if it had been shipped off site, he had absolutely no information. He apologized and told me that he would call that evening after locating.

There was no call so I went to the store the next day, and a different employee seemed perplexed that I would suggest the laptop was missing. He told me it was right on the bench being worked on as we spoke. He apologized for nobody calling to tell me the laptop was found. I suspect that they did not start work on it until that day.

A day later, I received a call from the Geek Squad telling me that there was a corrupt memory module in the laptop and asked me if I wanted to have it replaced. They quoted a price of $50 for the memory and $40 to install it.

I told the employee that I was shocked they would want to charge $40 to install a stick of memory when I had already paid them $200 for the repair. I told them that I would be willing to buy the memory, but I would certainly not pay an extra $40 for them to install it.

On October 31, the laptop was finally ready. I decided not to purchase the memory from because at this point I lost confidence Best Buy and decided to never shop there again.

My advice is to stay away from the Geek Squad. They are too expensive, and when you pay in advance, it takes away their incentive to get the repair done promptly. The manner in which they treat the customer is deplorable. They seemed to lack the basic social skills necessary to communicate with the public, and they seem oblivious to the importance of keeping people informed.

As one who manages people for a living, I know these types of problems are the result of poor management. It is a top-down issue where employees are not given proper training and/or the corporate culture apparently does not value the customer.
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Anonymous on 11/02/2008:
Can someone tell me why people don't go to the company which made the computer to correct problems? While it's still in warranty, it is the computer company's job to help. My dad's computer completely crashed at the nine month period. I was on the phone, for free, with a service dude from HP. He helped me fix it. If not, they were going to send a new hard drive. The cost, ZERO, NOTHING, NADA.
Anonymous on 11/02/2008:
Shredy, it's because the Geek Squad are salespeople first and terrible techs second. They sell people into thinking they need these bogus repairs and the crap they sell. You're 100% correct about using the mfr first. If it's out of warranty find a local tech repair guy to do what is needed. And stay far away from the snow jobs that the salesmen at the Geek Squad are selling these days.
MRM on 11/02/2008:
They were really trying hard to sell me stuff such as anti-virus, flash drives, and so on. I just say I have a lot of those stuff at home, and I mean that literally.
Anonymous on 11/02/2008:
Yeah, but to hear employees of BB talk, they would never do such a thing as try to sell customers stuff they don't need, warranties they won't honor, or lay a lot of other bullpoopie in front of a customer. It makes me angry they do this stuff to older, less tech savvy people. Dang, I design websites, and they have had my head spinning with "you need this" double talk. MRM, I think I will reserve your line, "I have that at home" for anything they try to sell me. That's good. Really good.
Anonymous on 11/02/2008:
"bullpoopie"! LMAO, can I borrow that one from time to time?
Anonymous on 11/02/2008:
Sam Smith on 11/07/2008:
They are only about the $$$$$. And lets remember kids, it is always a BB employee that turns people in for what they have on their hard drive. I have worked on literally thousands of computers for people and I have NEVER seen a problem that I had to look trough someone’s hard drive to resolve. Meaning, they are just looking at all of your stuff and don’t need to, just something for them to do. NEVER give a BB your computer with the hard drive in it. Another nugget, did you know that BB “backs up” your information to their server for 30 days when they touch your computer????? How many people do you think look trough your stuff?
Anonymous on 11/07/2008:
Sam, last year a number of Geek Squad locations (Santa Clarita comes to mind) were busted for taking stuff off peoples hard drives and trying to hide it on the corporate servers, pictures, private doc's etc. A number of managers and employees' were busted and fired. A few customers ended up taking the Geek Squad to court and won settlements.
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Customer Service Or Lack Thereof
Posted by on
HAMILTON, OHIO -- On 8/2/08, my daughter dropped off her computer for extended warranty repair which we purchased when we purchased the computer. She was told that it would have to be sent to the repair center and would take 2 weeks for it to be returned. She asked if the data on the hard drive would be lost and they informed her that they could not guarantee it but they could back it for $100. She borrowed the money to have the data backed up and was told it would take 24 hours for it to be ready. It took 6 days for the data to be ready to be picked after my daughter checked on it several times.

When she inquired why it took so long, they would not/could not give her an answer. Since it took 6 days to back up the data, which meant it wasn’t sent off to the repair center for 6 days. On 8/15/08, I went with my daughter to check on the status of the computer. We asked the customer service rep if her computer was ready, he told us no. We asked when it would be ready, he said he did not know and could not tell us. I asked to talk to a manager at that point, 10:15AM, and was told none was available, that they were in a meeting. I left my cell phone number with the customer service rep and asked him to have the manager call me. The manager never did call me. I called the store that night and asked to speak with a store manager and was told that there was no store manager present at this time, approximately 7PM.

I asked to speak to any manager present. When a manager answered the phone, I explained to him everything that had happened and the poor service my daughter had received and expressed my anger. He put a Geek Squad member on the phone to tell me the computer was fixed and ready to ship back to the store. He then hung up the phone. I called back to the store and requested to speak to the manager again, I told him I wanted my daughter’s money refunded for the poor service she received. I was told by the manager that he would not refund her money and that I could talk to a store manager, which magically appeared at the store. He told me the same thing and told me it only took 3 days to download her data. My daughter received her computer on 8/20/08 with scratches all over the cover of the computer. She was so happy to get her computer back and get out of Best Buy; she left without even complaining about it, which would not do her any good anyway!

I have spent well over $6,000 at this store in the past 2 years. If this is what Best Buy considers customer service, I have spent the last penny in any Best Buy store.

This is one of the worst examples of customer care and customer service I have ever witnessed.
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They Lost My Laptop & Won't Return My Calls!
Posted by on
BALTIMORE, MARYLAND -- I have searched the internet and found many stories of Best Buy customer abuse. Here is ours. Please excuse any typos.

Before the start of law school I purchased a Gateway laptop at a Best Buy on the advice of a salesperson there. Last November the laptop had so many problems that I had to replace it. I visited the same store and the salesperson told me that Gateways were poor computers. This annoyed me, but I purchased a fairly expensive Sony Vaio because of the company’s reputation. At the end of December I noticed that it had a cracked screen, so my fiancé took it into another location of Best Buy to have it repaired on December 30th. He had a few runarounds with them the facts of which I am not certain. Then I received a call from Best Buy (it was an automated message) that my laptop was ready to be picked up. We drove to the store and the laptop was unrepaired. It took them forever to find the laptop, and then they told us that we had refused the estimate. This is completely untrue and in fact we had never received a phone call from them at all until the one notifying us to pick the laptop up.

My fiancé was very frustrated because, in part, of his recent issues with the company relating to this repair, so he asked to see a store manager. He had dealt with the repairs division manager before and that was not helpful to him at all. A manager came over and he was very rude. The staff rolled their eyes at me when I was signing the new repair order because I actually read what it said. Then when they printed out a contract to give us it was pretty much blank because the printer was out of ink. When we complained and asked for a readable copy we were made to feel like we were being ridiculous and were told that they could not print us a clear copy because they had no ink!

A few weeks later I received an automated message from Best Buy that said that the laptop would be shipped back via UPS within 5 business days. I assumed that this meant shipped back to Best Buy since that was the agreement and at no point was shipping to my house ever discussed. On Monday my fiancé called Best Buy and again they could not find the laptop. Getting fed up with Best Buy he called the corporate customer care line and spoke to a representative. She was helpful to a point and filed an official complaint against the store itself (or so she said) but then she started trying to tell my fiancé since they shipped it to Sony we had to take it up with Sony as they were liable. He asked for a supervisor and put me on the phone. The supervisor again tried to tell me that Sony was liable, but then I explained that I did not think so, we had left the laptop in their care, I have no agreement with Sony. Then she said something like, “of course”, which makes me wonder if she was deliberately trying to trick me. She asked what I wanted and I told her that I wanted my repaired computer as soon as possible and if they could not do that I wanted another of the same make, year and model. She said the latter was out of the question and went to see where the computer actually was.

When she came back on the line she said that according to the tracking number she had, Sony had shipped it via Federal Express and it was delivered on the 8th. I told her that was unacceptable: shipping to my home made no sense as the repair bill was over $600 (she agreed that made no sense), that shipping to my house was never discussed and never even mentioned and it goes against their regular business practice, that I never had anything shipped here because I live in a city row home, and that no package was received. She said she would try to find a solution for me and get back to me in 24 hours.

I never received a phone call from her so 48 hours later I phoned the corporate customer service number. I spoke at first to a new service representative and she could not find ANY record of any of my dealings with them on this mater no matter how she searched. The supervisor was not available as she was “helping another customer”. I was transferred into her voicemail and left her a lengthy message. Now it is February 22 and I have not yet received a return phone call. I am trying to let as many people as I can know about this.

There are so many problems with the company’s story: I received the phone call about delivery after the 8th and from the company, even though the company made it sound as if Sony unilaterally decided to mail the laptop to me. She had a tracking number all along and still behaved as though she didn’t know what was going on or where my laptop is, and I was on the phone with her for almost an hour. She seems to have known that I shouldn’t have to deal with Sony, she did not return my call, she was not available to talk, and the records of all of this have “disappeared”.
Don’t shop at Best Buy!

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Sparticus on 02/22/2008:
I would be livid! Fortunately I've never had to rely on Best Buy's computer repair service... and I can't see ever trying them out in the near future. Thanks for the warning.
Anonymous on 02/22/2008:
Let me take a wild guess that The Geek Squad was somehow mixed up in all of this?
bho55 on 02/22/2008:
I would contact a lawyer and file another multi-million dollar lawsuit against Best Buy.
sunshine619 on 02/22/2008:
Ya bho, I was just reading a story last week about a woman who is currently suing Best Buy for $54 million because they lost her laptop while it was in service. I guess bb is making a habit out of it!
Principissa on 02/22/2008:
I would be furious if they lost my computer! If they lost your laptop then they should replace it. It was their fault it got misplaced, not yours. You trusted them to perform a service and not only did they fail repeatedly they then lost your computer. In all honesty if they refuse to replace the laptop, I think you should file suit. A couple more of these 54 million dollar lawsuits and maybe, just maybe these idiots will get their act together.
*Brenda* on 02/22/2008:
I had my laptop fixed by Best Buy under my repair plan and it was shipped to my house after the repair but the Best Buy guy TOLD me that's what was going to happen so I knew in advance to look out for it.

Filing a multi-million dollar lawsuit against them would be just silly and frivolous. People who do that are just making a mockery of the judicial system and Best Buy probably doesn't even care because they know they'll never end up paying out millions. If you are going to sue then sue for what you are actually due.
horrible_sanity on 02/27/2008:
I agree with brenda and to be honest unless it goes to best buys service center in ca then after we mail it off we have no interaction with it until it gets back from service wouldent it be ups or fedexs fault the laptop was lost unless Best Buy took your laptop and lost it in the store its not really there responsibility. and unless Best Buy is fixing it you could send it out your self all these stories start with I herd how bad Best Buy was but everyone keeps going there and I'm sure in the form Best Buy has you sign it probally says something about not liable for lost laptops but ill tell ya what I will get a copy of the form and post it here or provide a link to it so everyone will know
Anonymous on 03/08/2008:
Geek Squad is USELESS!! They are rude, lazy, and inefficient!!
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Best Buy Hell Week 1
Posted by on
MEMPHIS, TENNESSEE -- Well, Monday morning my computer decided to lock up and once I got it to turn off it no longer would turn on. Purchased Best Buy extended warranty so off on my 30 mile trek to the Best buy. I had some other minor issues but wouldn't take the computer in for those as I know Best Buy Service is not known for its speediness and I need my computer. I had to purchase the backup data service for $99.00 and made them a list of all the items and files I needed to back up. (Surely they can read and all will be fine). The girl told me it should be done today or tomorrow at the latest so I make the 30 mile trek back home. I call late Monday afternoon to see if I can pick it up in the morning but it hasn't been started. I call Tuesday afternoon and it still has not been started. I call and ask for the manager Wed. and get the Geek Squad manager who says it will be ready today. It was, but I had an appointment that evening so I had to pick it up on Thursday. I trekked the 30 miles there and purchased an external drive to back up our other 4 computers so this does not happen again. Then 30 miles back home only to find out that my tax files and accounting files were not on the discs they gave me.

Calling Best Buy again, girl says she will look into it and call me back. An hour later I call the store back only to have all extensions say this number is not a working number. Bad move for Best Buy. I call Customer care and file a complaint, I call the Geek Squad and file a complaint and they manage to get the store manager to call me back. They look and the files were on my list but not transferred. So now I have to make a decision, the computer has been shipped to the repair center so my options have the repair center send the computer back so they can copy the files or let it go through repair and hope they don't mess with the hard drive. Those files are a must so now I have to wait for the repair center to receive the computer so they can turn around and send it back to the store so they can fix their mistake and then resend it to the repair center.

Aggravated and with plenty of time on my hand I set out to find Best Buy corporate phone number. I find that and then I find the list of Officers. I place a call in to the Executive Vice President of Retail Channel Management and leave a voice mail. Not satisfied with that I call the number for the President and CEO of Best Buy. I get his assistant and explain my ordeal to him who assures me he will send an email to the repair center and the store to expedite the shipping and handling of my computer. Will it happen? I'll update with Best Buy Hell week 2.
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horrible_sanity on 01/27/2008:
I can understand your frustration but two things come to mind one you keep saying you had to drive 30 miles. if the stores that far awa ywhy not shop somewhere else the trip it takes you to get there shouldent matter its not best buys fault you live that far away. and yes it was best buys fault that the file you needed wasent transferred but its an honest mistake the manager should have done something like gien you some money off the databack up price
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Horrid Business
Posted by on
Rating: 1/51
FLORENCE, SOUTH CAROLINA -- We took our pc to BB to have a repair and they never called or (e)mailed and when we would call they say one thing or another never that they had sold or destroyed it that is until I sent a complaint to the Better Business Bureau. Now they are only offering $300 for my pretty new $800 computer. They are now saying we abandoned it which is not true.We called numerous times and even went to store only to be given the runaround. Even corporate lied to us and the BBB. They gave us 6 days to accept $300 and we aren't even in town. This is UNACCEPTABLE!
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lavamama24va368 on 12/10/2014:
Per the better business bureau: BBB appreciates the time you took to inform us of your experience with this company and will include it in their file. Your case will be reported in the company's BBB Business Review for other consumers access. It will remain on their record for 36 months, our standard reporting period. We will use it to note any trends or pattern of complaint activity and, should one be noted, will forward our case notes to the proper state regulatory agencies for their review and possible enforcement. Thank you for using the BBB's free complaint services.

If Best buy has wronged you PLEASE file a BBB complaint.
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StarStarEmpty StarEmpty StarEmpty Star
Geek Squad - the Easy Made to Look Difficult
Posted by on
Rating: 2/51
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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StarEmpty StarEmpty StarEmpty StarEmpty Star
What a Time-Wasting Rip-Off
Posted by on
Rating: 1/51
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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User Replies:
FoDaddy19 on 11/04/2013:
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 independent shops will have a diagnosis charge as well.
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