Best Buy Complaint - Three Strikes and you're out Best Buy and Geek Squad
I can't tell if it is me, I am just unlucky or is my Geek Squad experience representative of what many others seem to find. The service from both a technical and customer service perspective is just aweful! I know I am not an unlucky or bad person but my frustration has never been higher.
Here is my experience using the Geek Squad. My chronology goes from present backward.
1. My Acer laptop is back in the shop. I have a full extended warranty and accidental damage plan. Took the computer in on 4/28 with a return date of 5/13. This is my son's laptop he uses at college. The store promised they would expedite as they do not offer a loaner program. So today, 5/24, I go into the Montclair, CA store and inquire about the status of the laptop. The Geek Squad member looked up the order and said it looks like they are working on getting parts but no return date can be quoted (my sons final exams are fast approaching).
I called the 800-433-5778 number at the suggestion of the store employee, given it is way past the due date, to see if they could help. I got to a technician who was very unhelpful and when I asked to talk to a supervisor he refused saying the supervisor could not do anything more for me and he was busy with other customers (Poor customer service). He said he would put me through to the customer service line so I could file a complaint but (not) surprisingly he cut me off.
Called back and talked to a person that seemed to be actually trying to help. When she came back on after trying to get through to the store (no one answered at the store at 6 pm she indicated) and she began to arrange a callback to me tomorrow but the phone line went dead. (Overall this was good service) I called back and was transferred to the reward zone credit card extension(???). I called back again and was able to be reconnected to the person I started with; It took 20+ minutes for me to re-navigate the system twice. (Not great service)
We will see what happens (I think they should replace the computer but am not sure it is actually should be the technicians).
2. I have an RCA large screen rear projection TV which I did not buy at Best Buy. When I called to get service, they somehow referred me to the Geek Squad. I spent some time on the phone arranging for the service and provding all of the product information. I confirmed that they serviced such TV's and they said yes.
The technician arrives and we had to go over the same information I had already provided. He said I have not worked on these units before. He had to call the service center and get instructions on how to dissasemble the unit. After a lot of talk, he quoted me something like $800 for the repairs which I promptly refused. The repair was done at a local TV shop for about $300.
3. The Acer laptop (same one as above) was sent for repairs due to a faulty screen. Repairs took quite a number of weeks. When I came in to finally pick up the unit, I asked the Geek Squad person to turn on the computer and answer another question I had. The unit could not be turned on and it appeared the same problem (screen back light) and others had emerged.
A number of weeks elapsed for the continuing service and the unit came back again. I picked it up and took it home. I tried to start the computer but it did not work again so I returned it to the store the same day.
The laptop finally came back a third time and it has been working fine up until now.
I can't tell if this is 3 or 5 strikes against the service. Unfortunately, Best Buy only counts it as three times so my replacement coverage does not go into effect. They will probably figure out a way to keep the unit until the end of June when the replacement warranty runs out.
WOW!! I have never written such an email except when I complained about the service I described in #3 above.
Can't tell if the problem is the Acer laptop or the technical service. I know the customer service has not been great (although I am hopeful with the current person I talked to this evening).
Solution for me: Refund the money I spent for the laptop ($1912.43) or repair and extend the warranty with accidental damage protection for 2 more years. This latter option does not give me much confidence however.
Result: Best Buy has lost me as a customer ( I say that reluctantly) and as I have spoken to store employees it seems that they really don't care (except the person I am currently working with).
I clearly steer people away from the Geek Squad when asked.
My daughter is going to college in the Fall and a new laptop is one of the purchases we will make but as we have shopped Best Buy is not one of the options. I realize that my one purchase will not change the fortunes of Best Buy and I am reminded about that as I speak with a number of their employees.
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