Best Buy Complaint - Geek Squad Service Errors
OHIO -- Right now there is a huge issue in the Geek Squad. I was actually warned to stay away from Best Buy because of their lack of concern in doing the job right. I should have listened.
What happened to me personally is beyond anything I could have believed unless I went through it. Here it is...
I took my computer to best buy to get a wireless pic LAN card installed. The geek squad guy said it would be 50.00 and then when I got there he said it was $80.00. So when I told him the difference he changed the price to $50.00. The next day I picked up the computer and the wireless card did not work nor did the router they told me to purchase,$39.00. I then tried everything to get this to work and nothing. So I had to call best buy and they refused to tell me anything and told me that the reason it would not function is because the wireless pic LAN card had to be configured to operate correctly they told me that this was only possible if they came out and charged me an in home service fee.
I was angry about this because it was never mentioned to me that this was a requirement of having a pic wireless LAN card installed. So I ended up having to bring my computer back into the best buy geek squad which was not a good thing but I did not know what else to do. So I had talked to the manager of the Geek squad and he said to bring it in to test it. I was told it would take about an hour. The manager told me he would place the info in my file and other techs world see it and know what to do.
So I drop off my computer and 3 days later no one has called me back.
I contact the Geek squad and asked them why no one has called me and they told be they were running a diagnostic, which shows nothing in error that they did, of course. So I told them what the manager said to me and none of that info was in the notes of my file and the manager had went on vacation a day after he told me to bring in my computer.
So now I am so upset I take my computer home and call the company that made the pic wireless LAN card to ask them what to do. One of their tech support walks me through the process of testing their card and it is found that the drivers were not installed with the pic wireless LAN card. It was not receiving a signal because the Geek squad put the hardware in and nothing else. The computer did not recognize the added hardware. I contact the corporate portion of the Geek squad which had "agents" speak to me about this issue. All they did was work to cover themselves while leaving me looking like the one who was at fault. I was on the phone with best buy and the Geek squad for several days,... more than 4 hours total.
The Store Best Buy and their Geek Squad are only looking to cover their people in wrong doing at the full cost of the customer. I actually had to take the computer to another best buy in order to get information that proved that the first Geek squad was in error. They told me that there was no way that the Geek squad in the other location did the right thing and in saying that I thought I could trust them.
I left my computer there and then when I picked cit up they said that there was a hard drive problem and that was why their pic wireless LAN card did not work. So I contacted the corporate office again (4th time) and they refused to give me a refund for the LAN card or the router because it was a problem with my computer, not their service or their agents. I forgot to mention that when I talked to their Geek squad agent in their corporate office they spoke extra loud and tried to drown out my statements when they did not agree with what I said about something being very wrong in their Geek squad. Every word out of the mouth of this agent was in a means to say that I as a customer was wrong and their Geek squad was right. I believe the reason they did this was to make sure in the midst of failing companies they would cover their company at the expense of the customer, and to cover their jobs.
I have since cancelled my credit card and account with Best Buy. I will never purchase from this company again because they were willing to steal from me to cover themselves while knowing that their employees are doing wrong.
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