Geek Squad/Best Buy Complaint - Be Careful What You Request/You will Get the Wrong Advice & Things You Didn't Request
TUCKER, GEORGIA -- I am talking to my fifth person at Geek Squad. My first call, we got disconnected. My second call the girl said she couldn't hear me and went into a speech about my having to call back. No one called me back. The third girl took my info and then dumped me onto another person who took the same info. I spoke to a Supervisor for my fourth call and I am now waiting to speak to someone in their corporate complaint department.
In September, I had the Geek Squad come out to network my three business computers, setup automatic backup on an external drive and do a tune-up on one of the computer. I explained to the Tech representative that I wanted access to all three computers no matter where I was in my office or den. For some strange reason, which I did not discover until last night, he gave me access from one computer but set up a pass code and user box for one of the other computers.
I explained to the customer service representative that I seldom used this particular computer because it is in my den. However, when I get back from a trip or if I need to do something immediately, I will use it. I wanted access to these items from my other two computers which are in my office.
When I express my dismay and concern, I got the standard scrip about 30 days etc, why didn't I complain then, they would have to charge me, etc. etc. When I challenged the setting up of a password and user name on just one computer, I wasn't given a good reason why he did that. Also, they have a policy that states it should have been on his records and my invoice that he did that. The supervisor kept trying to blame the program they used.
I also had purchased at 1T external hard drive. I had a 750 one. I asked the Tech if we could "piggy back" the hard drives for backup. I explained to him I had huge files. I also explained to him that I have two businesses, a consulting firm that works with companies in the convention/tradeshow/meetings arena and a photography business. He told me I had plenty of space and to put the hard drive on eBay! Guess what, I am now out of space for my backup's. I don't know what is being backup, overwritten, nothing!
I am now talking to their corporate complaint department. He is giving me the company line. No relief here. Bottom line, they didn't do what I asked, they don't care I didn't get correct products and service. What ever, I am just out of luck! Oh, he just checked. What do you know, their Tech didn't fill out his work order correctly. No mention of codes or other items. This guy thinks he can help with the situation now. I asked him if their Rep's understand that 90% of the public doesn't have a clue about computer systems. He thinks he can get a resolution to the problems. Well, we will see.
-If you get cut off, call the customer back!
-If your personnel did something wrong, didn't complete their paperwork correctly, failed to advise the customer correctly, admit it, solve the problem and don't even think about charging the customer. I don't care if it has been a year. Car manufacturers have recalls! You did it wrong, fix it!
-What company sends out Tech rep's that don't know what is applicable for storage needs. If someone has huge files, they should it least have a formula or something that let's them know what the customer might need.
My advice, be Afraid, be Very Afraid. Will I ever buy anything from Best Buy if I need the Geek Squad to install it and service it...That's not going to happen!! This whole affair took over two hours of my time. As a small business owner, this day just cost me money. Keep your money in your pocket. Find someone else to do your project.