Best Buy Complaint - Geek Squad
HOLMDEL, NEW JERSEY -- Purchased an HP Pavilion Elite Desktop 3 weeks ago. The Geek Squad installed a second drive & came to the house to network the computer.
In the store the Geek Squad didn't install the second disk of Microsoft Professional..they misspelled our last name when naming the computer...so all files in C:Users are incorrect and their general knowledge seems limited.
Although the Geeks came to our home to set up the wireless networking they didn't seem concerned that the computer name was wrong...therefore never fixed it... they didn't want to install the complete Microsoft Office Professional even though we were charged $49 for this service in store. They were not concerned that the computer would not recognize the monitor and that any HP updates would fail to install. This was when the computer was only out of the box 3 days.
After a week the computer no longer recognized either drive. No music cd's or dvd's would play. After 4 hours of phone help the drives did show up, but Windows Media Player no longer worked. Had to argue with them to come to the house for a repair even after pointing out that we paid $300 for in home service!
Finally showed up 4 days later...spent 4 hours here and the computer could not be fixed. He said to return it.
In wanting to wipe the hard drive of any personal information before the return...HP suggested restoring the computer back to it's original factory settings....which we did.
When we brought everything back to Best Buy...we were told that the Geek Squad is totally separate from Best Buy. Of course when they sold me the $300 warranty 3 weeks before the story was that Best Buy and the Geeks are all one and the same...and buying that expensive protection fully covered the computer. Now the story was different and Best Buy didn't even want to know what problem the Geeks caused.
One of the Geeks hooked up the tower to their cables...turned it on...and said the drives were fine...therefore no return. We explained that we reset it back to it's factory settings...and that the problems only started after the Geeks came to our home. We also reminded them that they were just at our house 2 days before for 4 hours and it could not be fixed.
Needles to say..this all fell on deaf ears. I asked for the Manager and told him and everyone else that I already spoke with my credit card company, and with the proof I had of the failed repair, that a chargeback was just a phone call away. Only then did they take it back...all except for the Geek charges. Remember...they are separate from Best Buy. They would not return the fees charged for NOT installing the full Office Professional...the fee charged for the second drive that did not work or any other charges from them.
I have since done a charge back on my credit card for all Geek Squad charges and will never use them again.
I will also not buy electronic devices of importance from Best Buy again. They only seem to be good enough for a movie purchase.
Beware of the extra warranty between Best Buy and Geek Squad. No one accepts any responsibility for problems. Best Buy will act as if they have no idea who the Geeks are...and the Geeks never seem to be able to find a record that you paid for in home service.
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