Best Buy / Geek Squad Complaint - Terrible service
Geek Squad is a real sham. When I bought my laptop early 2009 I also purchased a 3 yr Black Tie Premium warranty. This was complete hardware and software support, in home service, guaranteed a spot in repair dept ahead of any other plans. For the first 1 1/2 years the phone support was great. Since that time it has gone downhill. Everytime you call you get a different answer on what your warranty covers and when it expires. It is like all of a sudden they have hired a bunch of idiots.
I called 9/23 for service and they scheduled a tech to come to my home on 9/28 between 8 and 12. I patiently waited 4 hours and when it got to be 12:30 I got quite upset. I called and was told that the person who was to come here called in sick. Nobody even bothered to call me to let me know so I could get on with my life for that day. I finally got to speak with a supervisor in dispatch who due to my inconvenience scheduled it for Sun Oct 2 at 8am. I told him that would be OK with me as I would be home until 9:15.
On Sun I again waited but when it was 8:25 I called to see where he was as I was supposedly his first appointment. I waited on phone for 20 minutes before talking to anyone who would even check on this for me. She comes back on the line and says "he has been trying to call you to come over and your phone was busy". Well, DUH, why didn't he just come here. He knew I was here if he got a busy signal. I asked her when did he try? She says 8:15 and I knew someone was lying as I was not on phone until 8:25. I asked her how soon he could get here and she said that I should call him as he was on another call at that time. I told her I was leaving in 30 minutes and asked if he could come after 5 when I would be back. She said he could come later that afternoon or evening and I should call him to arrange this.
When I called him he told me he could not do that as he didn't work that late. (Then why was I told different???) When I told him my computer is a laptop he says they do not come to home that I have to take it into shop. I tried to tell him that I had the in home warranty but he argued that he worked there 18 years and he knows that is not so.
I call dispatch again and told them what he just said and they said he is wrong since I do have that coverage for my laptop. So again no repair for 2nd time in a row. Dispatch then says that the soonest they could send someone was Tuesday. I demanded to know the time and not a 4 hour window. She said she would have someone call me Mon evening to give me the time.
Didn't hear from anyone on Mon so I called dispatch and find out they have no record of a service call for me for Tues. :( Now they have me scheduled for Thur (tomorrow) but refuse to give me a definite time. Said that the previous supervisor should not have guaranteed the Sun 8am appointment.
I do not appreciate this type of service as when I have something scheduled for an unknow time in the morning I do not sleep the night before. Already lost 2 nights sleep and am in for it again tonight. I did call disparch this evening and told them they need to let the repairman know I will only be here until 12 so they need to be here early enough so I can leave for my appointment.
I have spent a lot of money at Best buy for two 55 inch TV's, top of the line steam laundry set, and a range besides many other small things. They have seen the last of me and my money due to the terrible service. I also had a problem with one of their stores in 1996 and never went back until 2005 and advised everyone to stay away from this store. That store actually closed and is no longer in business.
I have called on other issues to be told that I do not have remote access and they can't help me. This, I tell them, is not true as they have accessed my computer remotely numerous times over the past 2 years. I just have to keep calling back until I get someone who has a brain and knows that I paid a lot for this type of coverage.
Why can't businesses hire people who know what they are doing? Never had problems with businesses 25 years ago like now. Or is it that most people are getting more stupid and can't function in their jobs?
Another time was having problems with computer crashing. It would take too long for home service so I ran it down to the store. When I went in I told them I had Black Tie protection which according to my salesman put me at the head of the line which I needed as I was using the computer for my business. At the store they told me everyone had the same. I do not buy into that as there are lesser priced plans and not everyone who takes a computer in has any plan. Told me I had to leave it but would get back to me in a few hours. I had to call next day as they never called me. They told me it would take altogether 3-4 days to work on it. Told me they needed to replace hard drive. I brought it home and couldn't use it as they had removed all my software and would not put it back the way it was. . After I got it back I had to take it to another tech who charged me. He checked the old drive and there was nothing wrong with it. He explained that he had worked at Geek Squad and their policy was if they could not find a solutiion to the problem within 30 minutes then just replace the hard drive. They did not want to spend the time trying to figure it out.
If I had run my business the way this company does I would have lost all my clients.
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