Geek Squad/Best Buy - Terrible Service and Total Incompetence
ASUS CM-6730 DESKTOP - Complaint
CUTLER BAY, FLORIDA -- I purchased the desktop at Best Buy for Christmas. Unfortunately the product failed within 2 weeks with what I diagnosed as a power supply or motherboard failure. Since the product was under warranty I did not attempt to confirm the problem or repair it so as to not void the warranty.
I called ASUS and was directed to take the product to the Geek Squad for repair. I did so and the product came back in 2 weeks with the same problem; it had not been fixed and they changed the hard drive. I did not accept the product back and they re-sent the product to Kentucky for repair. It has been there ever since.
Their tracking system shows that they have all the parts and are working on it; the status never changes and it has been like that for quite some time. You get periodic e-mails showing you the erroneous status periodically adding insult to injury.
When you call the store to inquire they do not know the status and refer you to the 800 number of customer support; when you call customer support they refer you to the store. No one seems to be allowed to call the repair depot and give you a straight answer. In the meantime I have no computer and no clue as to when will it be repaired. The Geek Squad Manager has been useless and the Store Manager does not return her calls when you get through.
I have written to Corporate Management but that will probably do no good. I am also posting in every blog I can find to hopefully prevent someone else from making the same mistake with the Geek Squad. Best Buy has been unable or unwilling to help. Don't make my mistake, purchase from another retailer that will back what they sell with good service and by all means stay away from the Geek Squad. They should change their name to the Reek Squad, because their service stinks.