Geek Squad/Best Buy Complaint - Geek Squad and Best Buy are incompetent
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 Dells 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 a 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 just running as fast, and loud, as it possibly could. Do some searching on line 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 here 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 here the graphics fan running when I am just using Word, I might here it when I am playing graphic intensive games. I tell him that it sounds like an airplanes 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 Dells) 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 can not 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.