Best Buy Complaint - Incompetence or Consumer Robbery
ATHENS -- On July 20, 2007 I took my Toshiba Laptop to the Athens, Georgia Best Buy to have it repaired. On July 4, 2007 my AVG Free Anti-virus software informed me I had received a Trojan called "psyme" and the anti-virus could not defeat it. I had major surgery on 7/5/07 and was unable to take my computer anywhere until the 20th. The technician I spoke to on the 20th was professional and courteous and after I told him my problem and computer symptoms he suggested they could fix it for just $343.70. He told my by using the free ware from the Internet to guard my computer I needed to remember "You get what you pay for" when it comes to quality software and he suggested I purchase Spyware and Anti-virus otherwise I could expect the problem to continue. I purchased the $343.70 package and left my computer with them. The following Saturday they called and told my computer was ready for pick up. I picked my computer up later that day.
On the same Saturday I picked up my computer the problem I had previously reported occurred again. I checked my Anti-virus for updates and ran the anti-virus. for the next 2 days the problem persisted. Remembering what the technician had said about getting what you pay for I returned my computer to Best Buy and again spoke with a technician. This technician again scanned my computer and stated there was no virus/Trojan on my computer and my problem was apparently a physical problem with my computer keyboard that they could not fix. I told him I had described the same symptoms to the first technician and it would have been nice if he had told me the same thing that this technician was telling me. If the first technician had told me they could not fix the problem I would not have thrown away $300.00. The technician just looked at me and said he was sorry.
I believe I was misled as a customer and I definitely do not feel I received $300.00 worth of service. The Anti-virus and Spyware installed cost $70.00 and I could have easily installed that myself. I have been a faithful and frequent customer of Best Buy but I now do not feel Best Buy has their customers interest at heart. If the first technician had told me what the second technician told me I would have spent the $300.00 and more on a new laptop. Now I am left with a laptop that does not work and I am out $300.00 that would have been better used to purchase a new computer. I am very disappointed by this and will be very outspoken about the lack of quality service by the geek squad. The fact that I was told two different things after describing the same problem to your technicians also leads me to believe you are running a scam on the Best Buy customers. This is a $300.00 lesson I will not forget.