Geek Squad Complaint - Geek Squad Cannot Be Trusted
WHITEMARSH, MARYLAND -- In December 2009, my wife said her 6 month old Gateway Laptop MD2614u would not boot up. Sure enough I heard a regular clicking sound coming from the small hard drive as it was attempting to search. Reading reports on the internet said small 2.5 inch hard drives fail often. I returned the laptop to Best Buy since we had purchased a 2 year extra warranty for $159. The inexperienced person in the return room attempted to turn it on and said I was correct and that they would replace the drive soon. In 3 days I received a phone call from the Geek Squad since Best Buy had shipped it to Kentucky supposedly where their main repair facility is located. I was told there was liquid damage in the hard drive. My wife and I never eat or drink in our living room where she uses it to check e-mail etc. They told me it wasn't under warranty because of the damage. I was then told we they would fix it for $199. I have done a few computer repairs over the years and knew a new drive only costs them about $50 and then took the option of declining any repair. In about 3 days, I received a call it was back at the store where I promptly went to pick it up. They had photographs showing the so called damage and then charged me $34 for their trouble. I then stopped at a computer shop where I have a friend that owns it. Right away after he pulled the hard drive out, he said it was nothing but "solder flux" which is common on many circuit boards, especially the small drives made by Hitachi for Gateway. Soon afterwards in January 2010, I found a new 2.5 inch 250 Gb hard drive on E-Bay for $45 and purchased it. In the meantime I had called Gateway for recovery disks which was not supplied with the laptop. In about an hour, my wifes laptop was up and running like new but she had lost many photos etc. by not backing them up. My family and I will no longer shop at Best Buy stores and will do everything in our power to spread the word. These large retailers apparently think most consumers are not capable of recognizing when they are scammed as we were.