Geek Squad Salem NH Complaint - Don't Use Geek Squad If You Ever Want Your Computer Back!
SALEM, NEW HAMPSHIRE -- I dropped off my HP laptop 3 weeks ago at Geek Squad in Salem, NH. The computer was running extremely slow and it was due for a clean up. I had never heard anything bad regarding Geek Squad, so I packed up my computer and took it to the store.
I was met and greeted (after waiting in "line"...I was the next customer...for well over 20 minutes) by Agent Rick. He started my computer and claimed this and that was wrong with it. Fine...I know its slow, I just want it fixed. So he takes his required 20 minutes to review my computer and start the paperwork. This was slow torture but I figured it was part of the process. Finally after getting all of the preliminaries out of the way, I get the ok to leave and "someone will call you when its done". I had checked online and it states Geek Squad will have your computer for 3-4 hours.
So I called them back that day and I was pretty much laughed at for trying to get my laptop back. That was ok though...I figured it would be just a couple of days and that really wouldn't bother me.
A week later....I still have not heard from Geek Squad, although I am calling for regular updates. One of the calls, I actually spoke to Agent Rick and when I asked for the status of the computer he actually said "I have been on the phone all day giving people status updates..." (Well don't you think that they want their computers back???) I let it go another couple of days and again call back. This time I got a nicer Agent who stated he would start working on my laptop that night. They have now had it for well over a week! Again I am told someone will contact me.
SO yet another week goes by. "We got rid of the viruses but now there is a blue screen and we need your recovery disk." I didn't have it! So, I order the disk and thankfully HP gets it to me yesterday. (They asked what it was for and I bring them up to speed. I am told to never use Geek Squad because they overcharge and take forever....Thanks hp! haha)
Last night, my husband, son and I pack up and take the disk to Geek Squad. When I go in, I am thankfully not met by a wait but I do notice the 12 computers all running in the back....waiting for whatever work they need done. Lord only knows when they will see their owners again. Another Agent greets me and I tell them what I am in for. Its 730pm and I know that it won't get started today. When I ask if it will be done tomorrow he says...well I don't think so. WHAT??? He actually said to me "Well we have all of these computers that just came in and need work done on them." I inform him that I don't care about those computers and they have kept mine hostage for three weeks! To this he responds (because I have a business out of my house and I have now lost 3 weeks of income), "well if you had signed up for our business program, its free, then I would have to put your computer first." I told him that this was a trial run and I would not be using them for that service after this.
I just called my husband and we agree...if it isn't done by 3pm (5 hours from when they open...I was told it would take 5 hours to restore everything) then I don't want them to finish it. I am quite competent to reinstall the information on the disk as I have done it before. We will drive up there tonight and get back our laptop!
When we started this journey, we did not think it would be this bad! Please... if you want your computer back, don't use Geek Squad!