After carrying the protection plan for a few months, I had called to request canceling the monthly renewal back in Jan. 2013 and was verbally told it would be cancelled. Despite that - my card has continued to be charged for the last 18 months!!! I called again in June, 2014, to again insist on canceling and to insist this time getting confirmation in writing. They gave me a reference number (since they cannot send out an email confirmation) - it should be cancelled now. However, they deny there was any previous request received and refuse to refund prior payments.
OKLAHOMA CITY, OKLAHOMA -- I visited my local Best Buy to cancel the insurance I have on my iPhone. 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.
MEDFORD, OREGON -- My computer first started failing in early November, '13. It would not start consistently and after a while, it wouldn't start up at all. I took it in around mid-November, along with a pile of installation/software disks that went with it. My husband gathered them up and he was in failing health at the time. (He died 11/26/13). What neither of us had the foresight to do was write our name on all the disks.
After two trips to try to get it fixed (hard drive; motherboard) I received this online message from MS Office 2010, saying my license had expired because of dis-connection problems. That's when I looked for my disks to get the product key and could not find them. I called Geek Squad. One guy said he remembered me bringing them in but they didn't have them anymore and I must have them somewhere.
I called MS. They said I needed to call Dell since the Office program came on the computer. Called Dell. They said, no, all that info came with the computer. After about four phone calls back to Geek Squad, I talked to "Caleb", the head of GS at the Medford store. He talked to the boys in the backroom. They told him I had never brought any disks in.
As of this moment, once again, my computer is not starting up. Even though it's still under contract with them, I WILL NOT GO BACK THERE EVER AGAIN. They simply cannot be trusted. They're either outright liars, or totally inept. Right now, I can't even turn my computer on to do a backup for a new one. I cannot tell you how much I hate them for using this little old lady. Do. Not. Trust. Them.
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.
OMAHA, NEBRASKA -- My daughter has a Chromebook. Recently the screen cracked and we had to take it to the Geek Squad because we have a warranty. My husband brought it in and they said they would call us with information. About 2 weeks later Best Buy called us repeatedly. We missed the call each time because we are busy people. My husband and I are both doctors.
Anyway we took our daughter to the Best Buy and she was excited to get her lap top back. We went to go look at the cameras because she might be getting one for her birthday. My husband came back and told us that the call they had so persistently tried to reach us wasn't about her computer. No it was about my tablet. They wanted me to come into fill out some paperwork.
When he asked about her computer they told him "Yeah, it's not even been processed yet." When he asked why he was told "because we have more important patients than your bratty daughter who is probably spoiled. It will take a few more weeks". My husband wanted to smack her there. Our daughter is not bratty. She is the least spoiled child you will ever meet. It's been 2 months and nothing yet. Needless to say, after we get the computer back we are never shopping there again. Rude and slow is what they are!
JACKSONVILLE, FLORIDA -- Took my husband's computer in for repair. Told him he would need more memory, but they did clean up the viruses. After 12 days, we did get his back. Seems to be running OK. When we picked his computer up, I took my computer in. I could only get into the Internet by going through Google. Then after I got to the website, it would do a crash dump. Now I am still waiting after 15 days. The manager said I would have it back today, but we stopped after going to dinner and it was still not ready. Another manager said it would definitely be done tomorrow. We will see but I am not holding my breath.
Please do not use the Geek squad at Best Buy unless you want to wait on your computer for days. Claimed first their employees were on vacation so they were shorthanded. Then now they had to fire some of them and are hiring new people. Good luck with that.
PASADENA, CALIFORNIA -- My son recently bought his first computer, a super expensive Surface Pro from Best Buy in Pasadena, CA. We shouldn't have bought it there since we've had nothing but problems w/ the Geek Squad ever since. First of all, the screen cover which was put on had air bubbles. Since he bought a full 3-year warranty, all things are covered, we took it back to have it re-screened. The second screen cover he had put on, after letting it sit the required 24 hrs. to let it set, still has more air bubbles. We're stuck on whether to have them put yet another screen cover on it or just say screw it!!! Bad covers or bad Geek Squad not able to apply the screen cover correctly?
Next, they were supposed to set up an email account for him. Well, when we tried to access that email account (Their password). The password doesn't work. We now have to go back to the store and try to figure this out. He's had the tablet for 6 days now and he's not been able to use it. He's beyond frustrated.
PANAMA CITY, FLORIDA -- When I purchased the computer, I thought I had purchased both protections. When I dropped my computer off, they informed that I had only purchased the hardware plan. I was okay, could please run a diag and see what's wrong with it. She told me that they would probably call me that evening or the next day, it shouldn't take longer than 24 hrs.
After 24 hrs, I called the store and was informed that it takes 48 hrs, okay. So finally, I get a call that it's ready. I went to pick it up and he informed that there wasn't any hardware issues, and I inquired about software issues, and he stated that they didn't check that since I didn't purchase the plan. Now I am sitting there thinking, I would have paid to have the software issues resolved if they had bothered to check. Total waste of time and the last computer or anything I will buy from Best Buy. Good thing I have my iPad that I didn't buy from Best Buy.
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 freaking 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.
MERCED, CALIFORNIA -- 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 ** at BEST BUY in Merced.
September 6th, 2007 - I receive a call from ** 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 **. 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 ** 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 ** 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 **.
I asked ** 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 ** 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.