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 motherboard, 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 then 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 your 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.
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.
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.
PERRYSBURG, OHIO -- April 26, 2008: Screen Saver on our desk top, Dell XPS 400, freezes, computer locked up. Try to restart, screen all fuzzy, shuts down. Make the mistake of taking it to Geek Squad, which is twenty minutes away. April 27: Geek Squad calls and says they cannot get into our computer without the Dell keyboard and mouse. Explain that Dell can be like that. Have to drive the mouse and keyboard up there.
April 28: Told that our graphics card had gone bad (computer only 18 months old) and that it had 65 viruses and spyware on the computer. Said it would take around $420 to fix everything, promised computer would be good as new (Did I mention I am in the middle of writing my dissertation, I NEED my computer). Tell them to go ahead and fix it.
April 30: Told to come in and get our computer, good as new. Pick it up, get it home, and start it up. When we restart it again the computer screen just flashes and then dies. Call Geek Squad, "please bring it back" they say, and back we go. The guy pulls out the video card, says he reset it, it should be good to go. May 1: Get up in the morning and the computer screen just flashes and dies again. Take it back up to Geek Squad, they mess around with it for over two hours, which I stay there looking over their shoulder. Decide that they had installed a bad graphics card, not their fault, will install a new one. Back home we go (picture me still lugging around my tower).
May 2nd: Screen on, computer working, but the thing sounds like it is about to take off. New graphics card has a fan that it's just running as fast, and loud, as it possibly could. Do some searching online and decide that this is not right. Something is going to burn out, not to mention the fact that I could not even hear myself think when I was sitting next to the computer. Call Geek Squad, they say "bring it back."
May 3: My wife runs it up there because I am writing on the laptop, and they tell her in a very condescending manner that the graphics card has a fan, it should run. She tries her best to tell them it is not running right, but all they do is tell her that they have done us a favor by looking at it again for free and give her a 10 gift card and send her home. (Picture my wife carrying the tower at this point.)
May 5: I call the manufacturer and it takes the guy I spoke to all of three seconds to say that there is no way I should hear the graphics fan running when I am just using Word. I might hear it when I am playing graphic intensive games. I tell him that it sounds like an airplane's ready for takeoff. I call Geek Squad and they say they checked it out and it is working fine, but if it will make me happy bring it up and they will look at it for free (How nice).
So up I go again to Best Buy, and this time I call the manufacturer on my cell phone and have him talk to the Geek Squad Tech (who at this points says "I never thought to call the manufacturer to see how this card should run.") He then proceeds to tell me that we were right, it should not run that loud and says he will put in a new graphics card.
Manager comes over, gives me another $10 gift card (At this point me and my wife have spent $420 "to get our computer back like new" and over $50 in gas going back and forth) and explains to me they are doing this because they care about us as customers, but that the computer was fine yesterday when they checked it and that "something" must have happened when my wife took it home. I smile, because if I do anything else at this point I would probably have to be escorted out of the store, and leave.
Get home and realize the guy never gave me back my mouse (which I had to bring up because they can't get theirs to work on Dell's) and I call up there and the manager I dealt with before says "I'm sorry, we don't see it up here, you must have lost it on the way home." (Remember, they think I cannot use any other mouse on my computer, which I can, when they can't. So they think they have just killed my computer.) I strongly advise that anyone with a problem with their computer finds a local service that actually has experts and are concerned about their image to handle their problems.
I was sold the Geek Squad service with the purchase of a wireless router from the Best Buy store in Auburn Hills, MI. The soonest appointment they had was 10 days out, but the sales representative told us we could call to check back to see if anyone had canceled an appointment so we could have our installation sooner. 2 days later we called to check for any cancellations and were able to get an appointment for today [October 10] between 8am and 12noon. Obviously, the sooner the better so we were happy to be able to complete the installation sooner than we anticipated.
However, no one showed up during this allotted time. I called the Best Buy store around 12:20pm to see where the Geek Squad representative was. He said he could see on the order AND in the computer where my visit was supposed to be today between 8am-12pm. He also said there was another place in the computer that said between 12-4pm but directly next to my name said between 8am-12pm. The store associate didn't know when the Geek Squad representative was going to be coming so I had him call your dispatch to find out.
I did not receive a call back from the store associate and had to finally call the store back and speak to a manager around 1:05pm. He told me I had to call your dispatch directly. Once I finally got a hold of someone at the dispatch number, she told me she could see where I was scheduled for today between 8am-12pm and that she needed to call the person who would be coming out here directly and placed me on hold. She came back to the phone to say that there were 2 conflicting times in the system and the installer didn't have me on his schedule for today. There was a THIRD time in the computer for me that was on the 14th between 12-4pm.
I am unclear as to how this time could have been in your computer system, as this date wasn't even my original date and was 2 days earlier. Dispatch offered to call someone else to see if they could make it out to my house today but at this point, it was too late for that. Most of my day was wasted waiting around for this "amazing time-saving service" and I wasn't going to spend one more second waiting to see if someone else was going to show up. Time is money, and I definitely was not going to waste it on waiting for the unknown, uncertain, and unorganized.
To add insult to injury, I was never offered any sort of compensation, nor an apology up front from either Geek Squad or Best Buy. The only apology I received was AFTER I had explained my inconvenience. Shouldn't that have been obvious? I had been waiting around for over 5 hours for something that never showed up. I plan on using every forum possible to let others know not to waste their time or money on this Geek Squad service.
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.
ALTAMONTE SPRINGS, FLORIDA -- Geek Squad and Best Buy Repair Service is really awful.
The details: I brought in a Sony Laptop for repair that was purchased 8 months ago. I was told that if the error was the hard drive or other hardware it was covered under warranty. However, I was charged about $ 250 "in case". Several days later, we received the laptop back and were told they could not put the operating system back to the way it was because we did not have the "recovery" disks from Sony but could order them from Sony.
When it was picked up, they had replaced the hard drive, therefore, was covered under manufacturer warranty. We were told it would only be the service charge approximately $60 since it was covered under manufacturer warranty. It's been 3 weeks and no credit has been placed on the original credit card for the extra $200.
Then we ordered the recovery disks from Sony directly. We received them. Within 48 hours, the laptop died again. No power. We brought it back to Geek Squad along with the power adapter and recovery disks that had been received and the data backup disk they had created when replacing the hard drive. (At that time, they couldn't print a receipt because their printers were down. And they're supposed to be able to fix computers???)
Then Geek Squad said they could not fix it and were sending to Sony directly. About a week later we contacted Sony directly. They did not have any idea of where it was. Turns out Geek Squad hadn't sent it yet because they didn't' have a box. (I'm not kidding. This is seriously what we were told.)
So I wait another amount of time. I contact Sony directly and they say that there is liquid water damage in the computer and it will be $1200 to fix it. (How convenient being we haven't even had it near any liquid.) So we have the laptop returned to the store. Of course I ask Sony if there's any charge, and he says no.
Best Buy Geek squad says it is ready for pickup. When I get there Best Buy has an invoice for $50 charge for labor. (Nowhere did we ever sign any documentation or were advised there was any charge for anything.) Even Sony's receipt for the work done at Sony says N/C for no charge next each item, including labor, shipping, and the like.
The Geek Squad representative can't explain why there is a charge. He gets the Best Buy Manager, who states that the store doesn't put the charges on the invoice, that it's done between Sony and Geek Squad Corporate, and if we have any question about the $50 we need to contact Geek Squad at the 800 number.
In addition, the Sony recovery disks they try to return to us aren't the ones we purchased from Sony. They are in a different case and completely different color than the ones we brought in. (Their invoice even denotes a different color of the recovery disks!) WORST of all there isn't a data recovery disk either. They have no idea where it is, claim we never brought it in... remember the "we can't print a receipt" story?
At the Best Buy 800 number Customer Service, the representative states that "labor and shipping charges" are all the same, and that the store manager can give me more information on the charges. I repeat several items back to the Customer Service representative making sure he is saying that the manager can give me information.
Basically the Best Buy Manager gave me the 800 number just to not deal with the complaining that was happening at the counter. They had no intention of justifying the $50 charge. Even with Sony's receipt saying n/c, they won't acknowledge they're making it up. They have no documentation that we were given saying that there is any charge for the computer, shipping, etc.
So basically, Best Buy Geek Squad is a REALLY BAD PLACE for getting your computer repaired. They charge you for things that are definitely covered under manufacturer warranty. They lose accessories, and then when you try to complain to the management, they blow you off and tell you to call the 800 number who says the manager can resolve the situation. Bottom line is they have the computer, and in order for the data to be recovered, I'll have to shell out the $50 regardless of the above circumstances.