TUCKER, GEORGIA -- I am talking to my fifth person at Geek Squad. My first call, we got disconnected. My second call the girl said she couldn't hear me and went into a speech about my having to call back. No one called me back. The third girl took my info and then dumped me onto another person who took the same info. I spoke to a Supervisor for my fourth call and I am now waiting to speak to someone in their corporate complaint department.
In September, I had the Geek Squad come out to network my three business computers, setup automatic backup on an external drive and do a tune-up on one of the computer. I explained to the Tech representative that I wanted access to all three computers no matter where I was in my office or den. For some strange reason, which I did not discover until last night, he gave me access from one computer but set up a pass code and user box for one of the other computers.
I explained to the customer service representative that I seldom used this particular computer because it is in my den. However, when I get back from a trip or if I need to do something immediately, I will use it. I wanted access to these items from my other two computers which are in my office.
When I express my dismay and concern, I got the standard scrip about 30 days etc, why didn't I complain then, they would have to charge me, etc. etc. When I challenged the setting up of a password and user name on just one computer, I wasn't given a good reason why he did that. Also, they have a policy that states it should have been on his records and my invoice that he did that. The supervisor kept trying to blame the program they used.
I also had purchased at 1T external hard drive. I had a 750 one. I asked the Tech if we could "piggy back" the hard drives for backup. I explained to him I had huge files. I also explained to him that I have two businesses, a consulting firm that works with companies in the convention/tradeshow/meetings arena and a photography business. He told me I had plenty of space and to put the hard drive on eBay! Guess what, I am now out of space for my backup's. I don't know what is being backup, overwritten, nothing!
I am now talking to their corporate complaint department. He is giving me the company line. No relief here. Bottom line, they didn't do what I asked, they don't care I didn't get correct products and service. What ever, I am just out of luck! Oh, he just checked. What do you know, their Tech didn't fill out his work order correctly. No mention of codes or other items. This guy thinks he can help with the situation now. I asked him if their Rep's understand that 90% of the public doesn't have a clue about computer systems. He thinks he can get a resolution to the problems. Well, we will see.
Three Things: If you get cut off, call the customer back! If your personnel did something wrong, didn't complete their paperwork correctly, failed to advise the customer correctly, admit it, solve the problem and don't even think about charging the customer. I don't care if it has been a year. Car manufacturers have recalls! You did it wrong, fix it! What company sends out Tech rep's that don't know what is applicable for storage needs. If someone has huge files, they should it least have a formula or something that let's them know what the customer might need.
My advice, be afraid, be very afraid. Will I ever buy anything from Best Buy if I need the Geek Squad to install it and service it... That's not going to happen!! This whole affair took over two hours of my time. As a small business owner, this day just cost me money. Keep your money in your pocket. Find someone else to do your project.
ALABASTER, ALABAMA -- Laptop dropped in on Tuesday Errors needed to be fixed. Windows 8 not updating, HP not updating and an unauthorized account / illegal intrusion on credentials. Faulty right speaker muffled sound. The girl at drop-off was polite helpful and nice and listened. We gave authorization to do whatever they needed to fix the Windows 8 and HP errors and protect against intruder. They called my wife approx 11 a. m. next morning saying the laptop is ready. I personally received an email about 10.30 am stating the computer is fixed and ready for collection.
However we arrived about 7.30 - 8.00 pm a new guy was at desk. It was clear and free but he signaled us to wait while he typed on a computer/till. He came back after few minutes of us waiting and showed our laptop and the geeks squad receipt contract papers. From that moment the guy was non communicative, non interested, not listening and dismissive when we opened the laptop to check if it was fixed. He never bothered to communicate and was oblivious to anything remotely.
I had paid for this HP laptop in full cash at black Friday week. and we paid for an extra years cover on maintenance services at Geek Squad and 2 year cover extended. He just wanted to hand us the unfixed computer back and shoo us away. His attitude was disgraceful.
Argumentative and ill informed. He was unaware of basic CPU queries didn't even know what windows metro was! I had spelled out the outstanding issues and errors to save the techs time on a notepad and even supplied a picture of errors on the desktop easy to find. Somebody was supposed to "refresh" the laptop but nothing absolutely nothing had been changed from the 1st moment yesterday when we brought it in. Except they uninstalled AVG antivirus free! Like that helped!!?
This guy acted like a complete jerk. Instead of admitting he was incompetent and had no clue what happened and what to do or even excuse his ignorance by calling for someone who knows what they are doing he instead choose to argue irrelevant meaningless baloney. I know enough about windows to know when I asked him several question about why nothing was fixed and what they had done if anything? He was totally disrespectful argued with both myself and my wife. He is unfit to deal with any customers or computers and should be sacked for customer abuse and incompetence and disruption. I am a reasonable man.
If the staff had miss-communication and busy and under stress I'd understand but their failures are not ours. Instead of being a man and getting out of the way so people who can do something this guy tried to project his own failings and hide his incompetence with arguing, lying pretending and acting and then disgraceful tried to Shout down us in front of a crowd now and children.
This guy had the nerve to claim I had not paid for anything therefore, he had the right to act like a complete douche! To his ignorance mistake I have paid for everything previously pal! Finally he said he'd call the manager! Finally some actual help! The young manager was understanding and listened and resolved and admitted it was Geek Squads mistake not ours. That tall guy aught to be fired.
CHARLOTTE, NORTH CAROLINA -- Bought a Panasonic TV from Best Buy got the pressured sales pitch for Geek Squad service plan "they will come right out to fix your TV if there is any problem"(right). When it went out called Best Buy told to call Geek Squad, can't get a tech out for 4 days between 8 and noon. Tech calls 10 minutes after noon going to be late. So I wait gets here looks at it for less than a minute gives his expert opinion that it needs a new mother board orders the part says it will come in in a week reschedule. Okay wait couple of days I get a message that parts on back order call to reschedule.
Parts apparently going to be delivered on Thanksgiving day(right) schedule for next day service to see if motherboard is the problem the go from there. Call Best Buy to see if they can help out in any way they told me "well you could always buy another TV". They clearly do not care about customer satisfaction. Call Geek Squad again on a Sunday agent tells me that because the part will not arrive in time I would qualify for an exchange # please hold for that #. wait around 10 minutes on the phone agent comes back oh sorry department not open on Sunday call back Monday morning to get #.
Monday morning call once again have to go over the whole story again for the fifth time please hold while I transfer you to that department wait another 20 minutes agent comes on says that the delivery date which will be out of their days guarantee is just an estimate could ship tomorrow just have to wait. Asked to talk to a supervisor told "no supervisor available" okay I'll wait no there is no supervisor here agent will put in the notes to call me sometime today. I am not happy can you transfer me to the complaints department. Agent tell me that she can not transfer but gives me the # which turns out to be the wrong #.
Call Geek Squad again ask for manager or supervisor new agent ask to verify who I am so once again go through story again wait again for 15-20 minutes on the phone for supervisor. have to go over problem once again Supervisor tells that while in fact because of the ship date does fall into the lemon policy just going to have to wait "it may ship out tomorrow we just do not know" but for you trouble I would like to take this opportunity to offer you a $50 gift card to Best Buy "can I do that for you" like he's doing me some big favor.
I told to keep the card I am more interested in having my TV fixed and with the kind of customer service you are giving me why would I ever step foot in another Best Buy again. Can I have the complaints department can not transfer you but here is the #. Up to now I have called 8 times rings busy every time I wonder why? If you are looking to buy anything WORST BUY sells I would think twice and I would never recommend Geek Squad.
Okay, where to begin? I had bought an HP laptop and was told by a Best Buy associate that it was a "pretty good one". After having it for about a month it began freezing on everything I was trying to perform on it. It then began to do check disks at the beginning when I started it up. I took it to Geek Squad (I have the "black tie protection" plan) and explain what is going on with it.
2 days go by and they say it was a minor problem with the drivers that needed to be installed and they would be charging me over $100.00 to fix it. I told them no and I would go pick it up. After I get it, all of my data was lost on it and it is running worse than before. I then went back and asked what they did to my computer and they said that they just ran a diagnostic on it. I asked if that wipes out all of the info and they said it was an error on my behalf.
I then had them look at it again and they then said it was fine, drivers needed to be installed and it would run fine. I get home and call HP support and they tell me that the hard drive seems to be going out. I then take it back to Best Buy and talk to the general manager and ask him if he can do an exchange. He allows it. I ask a Geek Squad guy what a good computer is and he recommends a Dell to me. I get it and it is working good for me. About a week and a half go by and it starts freezing up and doing pretty much what the other one was doing. I take it to Geek Squad again and they tell me that it is running fine.
I get their manager and ask him to take a look at it (he looks like the only one older with experience) and he tells me that he will run a diagnostic on it for me and give me a call the next day, since it was so late in the day already. I get a call the next day and I was told my hard drive went out and it was replaced. I was kind of upset because I lost all of my data again, but I figured at least the problem got fixed. I get it back home and it is making a loud noise and is getting extremely hot, not to mention the keyboard keys now have a huge lump in the middle of the keyboard.
I take it back and the "special agent" tells me that they don't do work of that nature and it was something that I had to have done to it. I explained that I had just picked it up literally an hour before and it was still my fault. He then stated that I would have to pay for the damages on the computer if I wanted them to get fixed that the black tie service did not cover it. I then said I could break it and get a new one and he then told me he was going to note it in my file that I was aggressive and I was going to intentionally break the computer, not be an accident. I then called the store manager and spoke with him and he gladly exchanged the unit and offered his apologies.
I then got an ASUS which I was told was "top of the line" by Geek Squad. I get home and the thing is vibrating like crazy. I then take it back to Geek Squad and the new geek is now telling me that it was normal. He then made e seem as if I was a liar and was imagining the vibrating in the computer. At this point I was ready to ring his neck, but I kept my composure and then my wife steps in and began yelling at him (which was funny to me). She told him that we are not crazy and we know that it is not normal for a laptop to vibrate. A Best Buy manager then came over and asked if there was something he could help us with.
My wife began giving him an earful and I just felt sorry for the manager and I stepped in and kind of calmed my wife down. The manager stated he understands our frustrations and he will be willing to help us in any way and told the Geek Squad agent to do whatever makes us happy, shook my hand and departed. I then told the agent that I just wanted my money back and he then cooked up some story stating that we needed to pay a 15% restocking fee. I then showed him on the receipt that it does not apply if the product is defective. He then stated it was not defective and he was going to be charging the restocking fee.
I then asked for the manager and he stated that he stepped out. I asked an actual Best Buy employee for the manager and explained the situation and this girl brings me the same geek. I then told him I was done speaking with him. He then suggested I just take my computer home with me that it was a good computer and nothing was wrong with it. I asked another store employee for the store manager I had spoken to and I was told he had left for the day. I then took my computer to a different Best Buy and got my money refunded without any incident at all.
So... if that doesn't tell you anything about Geek Squad, then I don't know how much more in depth I need to go. Bottom line, I don't trust Geek Squad, of all my hours I spent at their little huts, I just hear complaints from other customers on how they screwed up their computers and not to mention the jobs they had done on mine. The customer service sucks also. I had talked to maybe 2 cool guys that worked there, but they were impossible to locate when I needed them. I will never take my computer to another Geek Squad location again.
SAN FRANCISCO, WASHINGTON -- Be wary of these Big Box stores and their "computer repair" technicians. I've experiencing nothing short of anguish and egregious amount of errors and mistakes on their part. Most recently, I took a computer in to have it looked at for errors upon start up. It appeared that there might be a bug or something causing some startup problems. My computer is used mostly for business, and has up-to-date virus protection installed. I have however, gotten infections in the past. My line of work requires a lot of internet research so I might be predisposed to certain types of infections.
The last time I had to take my computer to Geek Squad, the Agent, let me know that it would take about 3 days to clean up and return the computer to a usable state. Unfortunately, it took over 7 business days to get my computer back. The original quote of $149.99 turned into $349.99. In the end, I got my PC back, late and over estimate. They informed me that I needed a new hard drive.
Once I got the computer back, I still was having issues with the new operating system installation. Apparently, once they installed the operating system, they left a few issues unresolved. My computer was missing the data, the computer was starting in a weird mode that I could not get it out of and It was incredibly slow to start and restart.
I began to look at reviews of Geek Squad, and I came across this site. One of the users suggested SecureRemoteSupport, as a possible alternative to Geek Squad. After doing my research I contacted them to repair my still broken machine. After a brief diagnostic period, which I did not pay for, they informed me that there was nothing wrong with my old hard drive and that I had been scammed by Geek Squad.
** was able to get my computer up and running using the old hard drive and after a few hours, got the infections removed from the PC. I didn't lose any data and I didn't have to reinstall any programs. Additionally, John offered me LIFETIME protection software for the computer. While expensive, it is guaranteed. Geek Squad won't do that.
I was able to go back to the Best Buy Geek Squad and speak to the manager and explain the entire situation. I offered up the invoice and diagnostic paperwork from Secure Remote Support and they decided to give me a full refund. I did have to threaten a chargeback with my American Express. I also returned the hard drive that the Agent said was absolutely necessary for my machine.
Most interesting, while I was waiting in line to speak to a manager, there were approximately 6 other customers in front of me. Of all those people, most of them I heard complaining about issues and problems that weren't related to the computer. It sounded as if they were experiencing similar issues to me. After reading some of the reviews related to them, I am not surprised there are this many problems with this service. I will not be using the Geek Squad in the future, and I suggest that you don't either.
BELLEVUE, WASHINGTON -- Hello World, I have a larger story than most, but well detailed – the bottom line, Best Buy Bellevue Washington sold me a DVD player, sold me the extended protection but refused to service the device due to the price that they sold it for. Since they refused service, and refused to discuss this with me – this leaves me with a contract that I don't trust at all – as I don't believe they would fix any problems with this device due to that sale price. (The item was not “As-Is”).
My story begins - I purchased a HT-X710T DVD/Audio system – a cool but discontinued DVD player with Bluetooth streaming audio, USB video/MP3 playback and speakers at a great price even with the Black Tie coverage and found that Best Buy Geek Squad denied repair service of this unit.
The local BestBuy had a Managers table setup with open box items that they wanted to get rid of – and on one particular day (9/2) they put up a sign that said 50% off the last marked price. That made this device only $65 (was marked $130) and sold with speakers and a remote. The sales associates were surprised to see the price but were more than happy to sell me the device and the black tie Geek Squad coverage for this electronic device. The usual salesmen talk here, fully protected, if it doesn't work they'll send it off to the manufacture and they'll fully support me after the manufactures warranty – yeah I know I shouldn't have listen to it
I run home with my new toy – but upon setting it up I found that the remote did belong with this device, and my universal could not handle the all the unique features of this DVD/audio system. So I get online and find the model of the remote, call Samsung to ask what other remotes (including universal) may work with this device – but only one remote can work.
I write down the model and then drive back to BestBuy (~20 miles) and talk up their Home Theater team and we start digging through their remote drawers – 30 minutes later we still could not locate the correct remote – they then offered to sell me a universal remote – but I told them my experience already with a universal – it's not made to handle this unique device.
Then I told them that Samsung had quoted me $29+$10 S&H for the correct remote. The sales agent happily offered to give me an additional discount on the device to ‘make it right' for the customer and give me what I thought I purchased. So – we take the $65 and subtract $40 and get a total cost of $25 + the Geek Squad coverage. Seriously a great bargain for me!
That night I get to playing with the device, I could use the very basic controls on the body of the device to start DVD playback – but found that the screen was filled with artifacts (random colors/static) and was unacceptable. So – having been sold on the Geek Squad Black Tie coverage the previous day – I call the store and they say to bring it in and they'll send it out for manufacture warranty! Cool – saves me the shipping hassle and getting the details to have it done.
I take the device in and they accept it, it then takes 8 days for it to actually ship out from the Bellevue Best Buy to their service/repair station in Kent WA (~30 miles). The device then suddenly is listed as “Final Inspection” on 9/30 – Great! I'm about to get my repaired DVD player! I arrive in the store on 10/3 to check on status and the Geek Squad agent asks me why I asked for it to be returned unrepaired. Say what?
I state that I asked for no such thing – that it should have been repaired. But there was no details as to why it was being returned, only that a member of Best Buy Bellevue had directed their service/repair team to return it. He promised to call me back when he got more details as none of the key players were around Saturday. (Never did get that phone call back Kevin!)
I get an automated call Monday 10/5 stating that my DVD player is ready for me to pick up – I call the store to confirm and get more details and the lady in the Geek Squad team spoke to me in an accusing tongue for doing something shady – as far as I can tell the shady thing was buying an item off their sales table and returning the next day due to it not working. How that makes me shady I have no clue and I took great offense to that – they were more than happy to sell the device and make their profit by selling the Geek Squad Black Tie coverage!
I drive to the store to pick up the DVD player and continue to feel in the wrong by their manner, I demand my device back first (To avoid being credited back without choice and losing my device) and then asked for a manager to discuss this failure – but there were no managers around, I was told that the ‘managers' had discussed my purchase of this unit in detail and were refusing to repair the unit – in fact they were guided to have me accept my money back for the device.
This is not what I wanted – I may have paid a lower price but I indeed bought this DVD player with all expectation that it would function – there was no ‘As Is' notice on the device, it was sold as a product off their floor, and was sold with the Geek Squad protection. If these are unreasonable expectations the device should not have been sold at all.
Having no reasonable explanation of why the device was returned unrepaired, and no feedback from the Geek Squad agent about why they didn't just return it for Manufacture repair (no cost to BestBuy!) – I spot the service location phone number on my service order. I call the repair center, give a quick recap about the device being returned and was told it was done because the Bellevue Best Buy did not produce proof/receipt of the sale to prove it was within warranty period.
When the service center asked for it, a manager type at Geek Squad saw the purchase price and denied the warranty repair. WTF? It doesn't matter what price I pay – it was sold and should be covered, Especially if the bill was on Samsung's plate! Within 5 minutes of leaving the store, I get Samsung repair on the phone – they authorize the repair; even without receipt the warranty for the device was available until November (will extend to one full year once I fax my receipt). Thank you Samsung! Supporting a product that your retailer refuses to.
Today (10/6), after waiting for a few days for _anyone_ at Geek Squad to call and explain what failed in their support process, I call in and speak to a poor man in the middle; as no managers were available (again? Tuesday @ 3pm?!) – he was able to at least get some information to me about why it was denied by their management – it's still unacceptable but here's their side of things – The unit was purchased at too steep of discount, the salesman was not authorized to discount the price further by correcting the wrong remote at the time of sale (he was honoring the sale and pleasing the customer NOOOOOO!).
The unit should have been replaced or refunded if returned within 30 days. Their service department (according to the sales managers) refuse to repair any device that should have been swapped out within that 30 days. The Management team balked at anyone footing the repair cost for this $25 device – as basic repair would generally be many times the purchase price
The Management thought that something shady was going on – the sales price was too low – and my actions of wanting a repair seemed suspicious (Agent corrected his words and suggested management thought the sales person did something shady, not the customer- Seriously? Then why not communicate ANYTHING to the customer yourself?). The Management really wanted me to return the item for the $25 + Geek Squad protection – not accounting for the $40 for the remote already received from Samsung out of my pocket
So it appears to come down to – The sales team failed by supporting a customer's purchase by replacing the wrongly sold remote control. Sales team failed again by selling an item under cost (...??! Managers 50% off the last clearance price anyone?!) The Geek Squad team failed by accepting the device for repair even if considered a manufacture repair within that first 30 days. The Geek Squad Management team failed for not simply telling me, the customer – that they can either refund the money or have me ship it directly to Samsung within the first 30 days.
A lot of noise for a $25 DVD/Sound system (+GS Coverage+$40 remote total around $100 or just under 25% of retail) – but if you're going to sell it and profit off the extended services, you should support it. If it's not going to be covered as a working covered item then don't sell it, or put a “As is” sign on it. You couldn't sell it at full price, that's not my issue – you sold it – I bought it – you support it.
I'm told that my Geek Squad coverage is _NOW_ valid – as I'm 30 days past the sale – (it's been in their frigging hands for 30+ days!). The Geek Squad agent said that since the device is now out of the 30 day return policy that if any electronic component of the device fails that they will send it in for service, but if it's not repairable then they will credit the PURCHASE price ($25) toward a new system – not replace it with a like system.
I read the Geek Squad coverage, this would be correct – but anyone want to take any odds on them actually footing ANY repair bill for a $25 system that retails for $450+? I have a hunch that any attempt to get this device repaired after the manufacture warranty period will be flat out denied – regardless of the stated coverage that says the device will be repaired if the repair cost is less than the market price of the unit, if the repair is going to cost more than a refund/credit of up to the purchase price will be granted to the purchaser. (Repairs and price at Geeks Squads discretion).
There is no logical reason why it took Geek Squad 32 days to decide not to repair it – and no reason for their management to hide and not just simply explain the reasoning – granted I don't like their reasoning but they could have given me a workaround instead of the runaround. Stating I could ship it or return it would have been pretty simple, instead they choose to act like I'm pulling a scam on them and avoid talking to me – so with their behavior I'm more than happy to share my experience to those that may consider their “Black Tie” service – it failed for me.
I believe it's pretty well documented. My timeline based on Geek Squad's repair details (image below), there is no current ask of Geek Squad other than their assurance that the Black Tie coverage will be valid and not ignored in the event of failure 365+ days from the date of purchase.
9/2/09 Purchased Samsung HT-X710T DVD/Home Theater system. 9/2/09 Returned to Best Buy – the remote control sold with the unit was the incorrect unit, after spending 45 minutes helping Best Buy representatives search a drawer for the correct remote – they decided to discount the device to reflect my costs in buying the remote direct from Samsung. 9/3/09 Returned to Best Buy as the DVD player had problems playing DVD, screen had artifacting during playback.
9/5 Unit was ‘received' by Geek Squad as a ship to repair. 9/11 Unit was shipped to repair. 9/18 Unit is in Repair. 9/30 Unit is in “Final Inspection, Awaiting Shipment”. 10/3 Unit received at local Best Buy. 10/5 I picked up the DVD player. 10/5 After walking out of the store, I call Samsung repair and schedule shipment of my DVD system for repair under warranty.
My GeekSquad Ordeal. I purchased an HP notebook computer (dv2000) from Best Buy (BB) in 2007. with 3yr service plan for an extra $300. Last month, the computer stubbornly refused to power on. After employing power reset strategies (easily found online), I got it to power up 2 more times (enough to make system recovery plans). Then I took it to GeekSquad (GS).
The Geek powered it on (using the same reset strategy), and so argued with me for more than 30 minutes, that sending it for service was a waste of time and that it would undoubtedly be sent back unchanged. I filled out the forms and left the machine anyway, resigned to the 2-3 weeks quoted service time.
On the eighth day I entered the tracking number on the GS website to see if any information had been entered. It showed my drop-off and an entry for later that same day said, "picked up by customer; ticket closed.” This is like returning to an empty parking space where you know you left your car. The store was closed; I did not sleep well.
***NOTE calling 1-800-GS would have yielded no additional information, but I could have called 1-888-BB and asked for consumer relations, and they MIGHT have been able to tell me what happened; they can access the GS toolkit system (1-800-GS apparently can not). So... the next day I went back to BB (and BTW, stood in line for 10 minutes again because, according to a Geek, they had queue pagers, but the computer broke and they never fixed it. lol).
The Geek said, "Oh, we do that all the time." "We had to open a new service order, and that (picked up by customer) is the only way the system lets us close the old one." Mysteries: Why a new SO??? How can that be the appropriate entry system??? Why not tell the owner (an email --your service order has been updated. Here is the new SO#... would work)??? OK... so what is the new #?? Geek: "I don't know how to print that out."????
45 minutes after arrival, I did leave the store armed with a new SO# (they note the new SO# in the new SO record (doh), not the old one; where it might actually be useful.) and a UPS tracking number, because supposedly, my computer was not only fixed, it had already been shipped back... Except that it hadn't really been shipped. UPS (who has a tracking system that actually works) showed the label requested 2 days before, and 2 other packages in the shipment were in transit. But not mine (another mystery).
Finally, it was delivered at the store (at 10 AM on a Thursday). At noon, GS called to say that the computer had arrived, but would not power on, and they were sending it back. But, "Not to worry, it will be sent back overnight, it will be the first thing they look at since it is a repeat, and it will be back here in a few days." Monday the GS system still just said "shipped" so I called the store to get the new UPS #. It had not shipped Thursday at all, it shipped Friday, in a 7 PM P/U, and it didn't ship overnight, it went regular ground.
Bless UPS, it arrived at GeekSquad City (GSC, and yes this is actually what they call the repair location) Tuesday at 9:30 AM, even though at 4 PM, the GS system still just showed "shipped". They plaster the case with bar codes, so check-in should be a simple scanning process (like UPS does it, for instance). So, I stop by the store again... The Geek says "it was checked in this morning" it will take a while to show up on the web site." ***NOTE: what you see in the GS tracking system often has little to do with reality.
By Close of business repair center time, there was still no sign of it, so I called 1-800-GS. They, have access to exactly the same information that is on the public web and nothing more. The 800-GS person finally suggests that he can give me the number for GSC... and I thought I was finally getting somewhere.
When you call GSC, you have 3 choices: schedule a tour, an automated system to get repair approval (apparently if they want to charge you $, you talk to their computer), and help with a repair ticket. The last one sounds promising but it's a message that this (help, I guess) is not a customer option (call 800-GS) and if you are a GS center you should be using the toolkit (on-line system) --then it hangs up. So then I tried the only other # on the GS web site: 1-800-BB. After navigating their peripheral system, I finally got to someone that was supposed to be a supervisor, but her computer 'froze up' so she said she'd call back. An hour later I started over.
Finally I got to a supervisor with a computer that worked. She said, yes, my computer was checked in, and that it would be 2-3 weeks before it was fixed. It only took them 2 weeks (including ship time) to not fix it before; now they are supposed to be on a rush, and it will be 2-3 weeks (plus more than a week in transit).
She said she could put an 'escalation request' in. Then she gave me her direct number. I asked if I could call tomorrow for an update, but no, she would not be in tomorrow. So, I asked that the case be given to someone that would be able to communicate with GSC tomorrow. ***NOTE: Apparently nobody actually communicates with GSC. It is like the Forbidden City in China. They do not answer calls from anyone, even BB and GS field agents. You can only communicate electronically. Well, I called that direct line number 5 times (over 4 hours). I left a call back number. Finally, I started over with 1-888-BB.
I got yet another 'supervisor' who told me that "parts had been ordered" but they did not know what parts, and no change in the 2-3 week estimate was made. They offered to issue an escalation request. When I asked if that hadn't already been done, I was told that they couldn't see that in the system.
The supervisor of these ‘supervisors' told me that they wouldn't see anything in the system until GSC responded to it, which could take 3-5 days. ***NOTE: Yes, he agreed that what he was telling me was that even though he was a consumer relations senior supervisor, he could not even tell me if my service issue would BE addressed never mind what might be done about it for 3-5 days.
In a strange ray of sunshine, that first consumer relations supervisor that gave me a direct line number CALLED ME the following day with an update. She was completely unaware of any interim conversations, but told me that the motherboard had been replaced and it should proceed to final inspection (apparently it failed because it had another round of parts ordered before it finally got shipped out).
At this point everyone involved had assured me that (regardless of the last sipping mix-up) the PC would be shipped back overnight. But, I admit I was not surprised when I checked the UPS tracking number and found it shipped ground. ***NOTE: according to a Geek, things ship back the way they shipped out, period (so if they make a mistake, they are apparently doomed to repeat it). The Head Geek at BB offered me a ‘loaner' at this point. ***NOTE: Their idea of a LOANER is to let me BUY an Openbox model, and RETURN it when I get mine back.
This morning, exactly a month after taking it in the first time, I went to BB to pick up the computer. It looked like it had been handled by grease monkeys (except that my auto shop makes a point of returning the car at least as clean as when they got it). I opened it, and found that one of the hinges was not assembled correctly. When I powered it on, it gave a warning message, started check disk, which failed with an undefined error. ***NOTE: I expect this had to do with the HP quick launch buttons; not rocket science. So the Head Geek tells me that they will send it back. Again. And this time he'll make sure it goes next day air. This was at 9:10 am.
Tonight, the GS system shows it only as checked in; awaiting shipment, so I called the store. I called 4 times and nobody answered the phone in GS or regular customer service. It just rang, and rang. I called 1-888-BB (since I know they can access the GS toolkit). They did not find it strange that the store does not answer calls, but did provide a UPS tracking #.
Amazingly, the UPS ticket is for next day air. Un-amazingly, my computer is still at the store. So, I called the store again, and when they didn't answer again, I used the number 1-888-BB gave me: which is to select option 8 on the store line prompter, and then enter “2180#” to get the loss prevention line because, “someone always answers that one.”
The geek says that it will ship in the a.m. because they only have one pick-up. When I pointed out that the last time it was picked up at 7:30 pm, he told me that he's worked there for years, and they only have a.m. pick-up. Of course, even if they only have one stop (which would be unusual, and contrary to evidence), it appears to be at 10:30 am (when both deliveries have occurred), which means if the Head Geek had really been ‘expediting' things, it would have shipped this morning anyway.
In theory, BB has a no lemon (this is what they call it) clause in their service contract, that if something requires 3 repairs, on the forth repair request, they just replace the item. Apparently, however, the double repair on the same trip to GSC probably doesn't count, so this may or may not be a qualified repair request. Not to mention the headaches from (unexpected) computer replacement, and the fact that this apparently ‘uses up' your service agreement, which becomes void, no matter how much time was left on it. So I wait, and prepare to enter my second month without a computer.
HOUMA, LOUISIANA -- Review I left for Geek Squad. When I sent my computer in I was asked if I wanted to pay to retrieve my hard drive in the event that it needed to be changed. ($165) I told the Geek Squad agent to contact me before making any changes to my hard drive. Before bringing the computer in to them I had my hard drive, and operating system checked by a certified computer tech. My hard drive was in 100% operating condition. So I knew what was wrong with my computer before it was sent off. LCD was bad, and wireless card problems, so I opted to use the $300 warranty that I purchased less than 1 year ago.
I signed the contract stating that I didn't want to pay to get my hard drive recovered. Told the agent clearly to contact me before changing my hard drive. today... got a phone call asking my wife to pay $60 to buy my original hard drive back, and an additional $250 to recover my info. and they needed an answer by tomorrow or my hard drive gets recycled. I think I'm being conned into paying these fee's. My hard drive was fine. I'm not paying a cent more for service that wasn't required or needed. I have 100% confidence in the computer tech that checked my computer. He is the top computer tech for tidewater marine services.
I expect to have my hard drive in the mail, and at my door step in about 7-10 days. If that doesn't happen, I'm going back to Best Buy, find the Geek Squad agent... start a war with him. I want to know why I was not contacted like I requested. I don't think that its very fair that they swapped out my hard drive, then try to squeeze money out of me to recover that info... again I know my hard drive was fine. I specifically requested being contacted before any changes to my hard drive. The agent stated... "no problem, just sign here to deny retrieval of any info". I was warned that this would happen, that's why I had my computer checked before sending it in.
I'm currently offshore,500 miles away from my computer, ill have it sent to me in a few days. My wife tried the computer, when wireless is turned on, my computer still won't find any wireless networks... so my problem still exist. On top of that Geek Squad wants me to pay $320 to retrieve my personal info. How's this for a rating? Did you get the answer you wanted?
I got my answer about the service that was provided to me by Geek Squad, good service that I paid for.
when I bought my laptop for $1300 I really couldn't afford the extra $300 for 3 year full warranty, but I bought it anyway, in case I needed it. When I needed the service, I now find myself being conned. $300 for warranty through Geek Squad, plus $320 to retrieve my hard drive and I still have a wireless problem. $620 total... my computer is on sale new for $830. I'd buy a new one before send them anymore money. Thank you for the service I did not receive!
CRANBERRY TOWNSHIP, PENNSYLVANIA -- I brought my desktop into the Geek Squad because I was busy at work and really didn't want to deal with fixing this computer. At the time that I dropped off the computer, I reported that the hard drive was producing a registry error. I provided receipts for all of the equipment (computer purchased 06/07 at Best Buy and hard drive purchased 12/09 at Best Buy), and was told that if the hard drive proved to be faulty something would be done to provide a replacement hard drive. The Geek Squad engineer with whom I spoke recommended the $69 diagnostic repair would take care of the situation. I was told that I would hear something in three days.
By the time that I returned home, I had received an email providing a case number. Three days later, I logged into the web site to find that my case had been closed two days previously and that the computer was ready to pick up. No phone call, no contact of any sorts. I called the store, and the engineer who answered the phone could not provide any explanation about why I wasn't contacted. But, he did report that the outcome of their work was that they diagnosed a BAD hard drive.
Additionally, he went onto to describe the cost options that I had for replacement. When I questioned him about the fact that the hard drive had been purchased at Best Buy a few months before, he said that I would need to take it up with the manufacturer to obtain warranty service. Two hours later, I arrived at the store and picked up the computer. The computer was no closer to being fixed that it was three days before. I was simply out $70.
At this point, I really didn't want to spend my time working on fixing this computer, but felt that I had no other option. Once I got it home, I went to the hard drive manufacturer's web site and downloaded a utility that allowed me to repair the drive in less than an hour. At this time, it's working perfectly. Total cost for the repair (excluding the $70 I wasted at Geek Squad) - $0.
I feel like I received NO VALUE for the nearly $70 that I paid Best Buy. I did not need a diagnostic service, as I reported the type of hard drive problem (registry error) to the Geek Squad engineer when I first brought the equipment in. I needed someone to spend an hour, like I ultimately did, to get past the hard drive error and fix the problem. I explained that to the engineer at drop off, and he was completely confident that was the service that would be provided. In fact, he collected Windows and other driver disks from me to have when they corrected the problem (as it turns out, I didn't need to reinstall anything when I fixed the problem at home).
If that service wouldn't be provided, why did he sell that service to me???? Here's the best part of the whole scenario - The 'expert' diagnosis provided by this diagnostic service was COMPLETELY WRONG!!! For $70, the Geek Squad provided the wrong diagnosis. The hard drive is, in fact, NOT BROKEN and does not need replacement. If I had believed the Geek Squad, I would have spent additional unnecessary dollars on a replacement hard drive that didn't need to be replaced. But, why would that surprise me after this experience? Pardon me for being so naive. It just took a little while for me to catch on.
Lessons learned for me from this experience: I have learned that I need to take the time to perform my own computer diagnostic and repair activities, and I have no need for Geek Squad. I can deal with the computer equipment manufacturers myself, thanks to the web and a telephone. Thanks for reminding me!
I must be an expert (though I didn't think of myself as one before) and will consider myself one from this point forward. I must be one because I was able to fix a problem when Best Buy's Geek Squad couldn't even they were being paid to. As of today, I am providing expert computer diagnosis and repair to as many of my family and friends as I can. And, unlike Best Buy, I am doing it for free. That way, when the occasion comes that I can't fix a problem, I can step away saying 'You got what you paid for' - something that Best Buy can't say to me in my recent experience with the Geek Squad.
I have learned that the word 'expert' is thrown around much too freely and that the meaning of the word varies. At this time, my opinion (and that which I will be sharing with all of my fellow IT co-workers) is that the Geek Squad is 'expert' at collecting revenue and providing not much in return. Never buy a diagnostic service where the service accuracy isn't guaranteed!
I sent my computer in to have my USB port looked at, we only discussed my USB port because it came unglued. We never discussed the performance of my computer, and I was happy with the performance of my computer so there was no reason for them to even evaluate the performance of my computer. It was never a topic.
They had me sign a piece of paper saying that I didn't want to pay $99.00 for them to make back back-up disks, and I went along with it because there was no reason for them to do anything to my computer except to glue the USB port back. I just assumed they had to ask me that as a protocol but I didn't think it was necessary because I didn't come to them with that kind of problem. I was later informed that because I signed that document, that there was nothing anyone could do to help me further.
However, when I signed the document, I was not informed that a full diagnostic would be run on my computer, and that the Geek Squad would be replacing parts that were failing, since the computer was still under manufacturer's warranty. (without consulting the customer first, and I was promised that they would consult me first). This displeases me and raises the question to me about the importance of customer service to the Geek Squad, because they never gave me the opportunity to make a decision as to whether or not I want to allow them to fix the new-found problems or not.
So instead of just gluing the USB port, they went into my computer and looked around and identified problems that were not issues to me. They said that my hard drive was failing, (which I doubt). I was very happy with the performance of my hard drive, and they DID replace my hard drive without letting me know it, and I think they should be held accountable for not staying on task because if they did find something unusual with my computer that "WE DIDN'T DISCUSS" then the responsible thing for them to do is to contact me so that we can HAVE that discussion.
In fact, I had an agreement with the employee who took the computer, that nothing would be done to it without talking to me first. I later spoke with someone in Consumer Resources and she told me that they do courtesy calls "sometimes". Why not "all" the time? I spoke to someone else who worked at the store and was told that only people without the manufacturer's warranty get these calls. Why only them? ESPECIALLY when replacing a Hard Drive... I mean really!
I believe they did it to spite me, because I didn't pay the $99.00 to make back up disks, and now there is no way to prove it, because my old hard drive has already been refurbished. As far as that goes, why was my old hard drive refurbished and given to someone else, instead of being given to me? I was told that it was because the hard drive belonged to the manufacturer, but wait... didn't I buy the computer? Wasn't the hard drive included?
So we have a promise that was broken, we have what I consider an invasion of privacy, when they went into my computer looking for a problem when all I wanted was my USB port fixed, and now all of my memories, and every program I had with that computer is gone. The pictures of my deceased grandmother are gone. I equate this with taking my car in for an oil change, and it being returned to me with a new engine without my permission.
The sad part is that they are getting away with ruining my computer because I signed a document saying that I didn't want them to make back-up discs for my hard drive, and they are getting away with lying to me about saying they would contact me about the "new issues" (if there were any) which they failed to do. But my complaint is this:
Why only contact customers with NO manufacturer's warning, and allow them the options to have their computer fixed or not when new-found problems arise, and NOT contact the customers that are still under warranty when new-found problems are discovered? ESPECIALLY Hard drive problems? Best Buy and the Geek Squad have lost another customer because of their lack of good customer service.