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.
MACEDONIA, OHIO -- I got the Best Buy protection plan for my Android Incredible and one day I got the phone wet. I decided to take advantage of the plan and brought it into Best Buy for repair. The agent I spoke to said the phone and/or battery could be damaged and that he would first send the phone out. They then called a few days later and told me the phone was working? When I arrived, when they put the original battery in the phone, it would not work. They never tested the battery which the original agent knew could be a problem, since the indicator showed it had gotten wet!
Then they sent me a new battery by mail and I was to bring the battery back to Best Buy and pick up my phone. The phone worked but when I tried to charge the new battery, it did not get higher than 2%! I took the phone and battery back to Best Buy and explained that the battery was not charging? They called me the next day and said the phone was ready!
However, when the agent tried to transfer my contacts, the phone would not start because the battery was dead. He tried for 40 minutes to charge the phone and it would not get above 2%: They hadn't done anything! I am now waiting for another battery in the mail and am going to have to make my 6th trip to Best Buy to get the phone, which may or may not be working.
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.
RICHFIELD, MINNESOTA -- 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 run around. I spent $598 dollars on their Black Tie Protection Plan that is clearly a SCAM.
(5:11PM Spoke to # 1 Agent **). 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 **). 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 ** 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 ** transferred me to another department to set this up.
(5:30PM Spoke to # 3 Agent **). 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 4 years 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 **). Guess what? Agent ** that was supposed to be Agent **'s 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 ** 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 **). Guess what? I had to give her my address, name, phone number and what I was calling about. I tell ** what I was calling about. She pulled up my records and she was amazed that first starting with why they have not replaced this TV due 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. Nevertheless, I was finally transferred to the installation department.
(6:25PM Spoke to # 6 Agent **). 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 other agent but I did get a work order # ** to remove the TV but still not set up for the same day.
(6:40PM Spoke to # 7 Agent **). 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 **). 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 # **. Agent ** set the removal up for 7-19-11 and he was going to contact Sherwood TV and Appliances for also 7-19-11. Agent ** 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 Squad's service is poor, personnel are not knowledgeable 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.
(7-13-11) No call from Agent **. # 7 Agent **. 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 **. Long story short, the TV has been a living hell with problems. In speaking with Geek Squad Agent ** 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.
(7-14-11). Day two and no phone calls from #7 Agent **. I contacted Sherwood TV and Appliances this morning and spoke to ** 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 # **. 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! Next will no longer deal with Geek Squad as the employees have no clue to how the Black Tie Protection Plan works. Oh did I forget to mention they wanted $99 fee to come to my home and over 2 hrs on the phone to find out this morning no one is coming to look at this lemon of a TV!
12.59 Noon today I called the Magnolia Store in Metairie Location where we purchased the TV as directed by # 7 Agent ** due to ** never replied to the e mail I sent out on 7-13-11. Was put on hold again. Not waiting anymore. I expect to hear from Best Buy, LP US Headquarters today. Don't take this wrong but I will fax this document along with the past case directly to BBB and obtain a Second Case Number.