Geek Squad/Best Buy Complaint - Waste of $300 - Loss of Sound after installing driver update
After an error message appeared on my laptop saying my audio had stopped working and instructing me to go to my computer manufacturer's website to install the driver update, which I did, I completely lost sound. Considering I purchased the 3 year Advanced Black Tie protection, I figured GeekSquad would be able to help. However, when I called and explained what I had done, the rep--who sounded more like a receptionist than a computer geek--instructed me to reboot the computer. When that didn't restore sound, she suggested I go to Best Buy to buy something to help get my sound back. I told her that didn't make sense considering the problem occurred after I installed a driver update from a trusted site, not some 3rd party bootleg site. She agreed, then suggested I take the computer into Best Buy for assistance. That was the first disappointment. I mean, surely a Geek would know a little more about this issue rather than to try the common "reboot your computer" fix. So, I went on to GeekSquad.com to chat with a real Geek. The agent asked how he could help and after I've gone through my explanation, he immediately gives me the price for remote support. Shocked, I told him no thanks and asked what I got for the $300 I paid when I purchased the computer. He asked if I had a receipt handy and asked what the receipt said about the protection plan. I told him it said nothing. It was a Best Buy receipt that had merely been stapled to the Black Tie Protection brochure. I still don't get the relevance of that question, but whatever. He basically said he couldn't help me and pretty much implied the only way I could get assistance at Best Buy was if it was determined that my issue was hardware related, which it obviously wasn't considering the problem occurred AFTER I downloaded a driver update! I let him know that I was very disappointed in the GeekSquad service, or lack thereof. He apologized that I was "misinformed" when he should have apologized that I was misled. Anyway, I searched the MicroSoft boards and downloaded the driver a 2nd time and what do you know, I now have sound. Thanks for nothing, GeekSquad. I will never purchase one of their warranties again.