Geek Squad Best Buy has BAD service
So, I purchased a nifty ultra service order from Best Buy with my laptop that I bought about a year ago now. So I thought, hey, my warranty protects me for a few years, drops, accidents whatever I’m set. Well I brought my computer into Best Buy because of dead USB ports. What do they tell me? We need to send it out for service. No problems here. That was over two weeks ago now. I just called them again tonight and they say, oh, well we don’t know how long it will take, we had to ship it to HP because we couldn’t repair it. Frustrating to say the least.
So I ask the Geek Squad technician if he has HP’s number and the service # I can refer to when I call HP. He gives all that to me but says that it’ll take me at least 2 hours to get through to HP people and that it’s not even worth trying. I’ve had great experience with direct HP support in the past. So I give a call, takes me 15 mins and I have a perfectly clear answer from HP support, my mother board is back ordered and will arrive in a day or so.
All this goes to show me that
- Best Buy service is SLOW
- Best Buy Geek Squad is LAZY (not willing to call HP for me)
- Best Buy Geek Squad is incompetent or liars… one of the two.
Sure I have my warranty, but when it takes 3 weeks for a repair, yeah that pretty much stinketh. Last time I’ll trust Best Buy support.
March 17th, 2007 at 3:41 am
Robert Stephens contacted me today via email. Apparently he is the Founder of Geek Squad. I appreciate the kind gesture and words saying he would get my laptop back to me ASAP. Sadly, in my mind, Geek Squad service has been brought down quite low. They say you gotta make a good impression the first time. Well, apparently what they say is true.
March 19th, 2007 at 3:19 pm
I called up best buy / geek squad and was told that I will have to wait about 3 more weeks for my laptop to return to the store near me. This is outrageous! From February 28 to April 12? That is TERRIBLE service is you ask me. Correct me if I’m wrong.
March 21st, 2007 at 11:09 am
Still waiting. Here we are on the 20th. Exactly 21 days later and still no resolution to my unreturned laptop! I am pretty darn upset! I need this thing to take with me on trips and what not. This is the last email I received from Robert Stephens:
—-
“Stephens, Robert (GeekSquad)” to me 9:04 am (1 minute ago)
Thank you. I assigned to a team and they assured me they were on it. I am tracking as we speak. I will get you an update within hours.
—-
I guess we’ll just see what happens. I thought I had a replacement plan. Apparently it’s a delayment plan. If we can’t replace it, we’ll hold on to it until your warranty runs out or something.
March 21st, 2007 at 9:26 pm
Here we are on the 21st. Still waiting. I received a phone call today from someone at the corporate offices of Geek Squad City. She was kind and understanding. I explained the situation to her. She says she will call back with an answer. I will wait for her call tomorrow. I also have corresponded with another fellow from ServiceUntitled.com who found one of my blog posts as well and has been kind enough to contact Geek Squad on my behalf as well.
So here I am, i’ve spoken with 3 or 4 Geek Squad in store agents, HP support, 2 Geek Squad corporate representatives, 3 weeks, and no computer. Well thats it for now. I will continue to update this blog as I get more information. Enjoy! :-)
March 27th, 2007 at 6:32 pm
FIXED AT LAST!!!
Well Upper management at Geek Squad! Finally got on the case and issued me credit for a brand new laptop. Which I was happy to finally receive. The issue happened on March 22nd. I got my new HP Limited Edition DV6000.
Conclusion. Geek Squad has great upper management. At a store by store basis, man it’s really hit and miss. I still haven’t been impressed to date with Geek Squad at my local store. Would I use Geek Squad again? Not sure. It’ll take some time before I go back. However the issuing of a new Laptop Did go a long way in helping me feel much more resolved.
September 27th, 2007 at 1:28 pm
i have used geek squad for the first and last time. They have had my computer now for more than seven days after saying they had to send it off. When i went to the store to ask for my computer they explained it was all ready sent off so i could not have it back. I figured it was actually being fixed so I left the store hoping for the best. Two days later after collecting 300 dollars prior at the store they call and tell me i need to give them another 118.00 before they will send it out for repair. So its still at the store….$#%*
after the so called manager on duty explains to me there customer service intentions ( i expect they should all learn to ask “would you like fries with your order”) i am left befuttled. I call geek squad corporate and a nice lady help me find out that they do indeed still have my computer and it will be shipped out today (7 days later) and expected to be back in 10 days. (17 day total)
They make me crazy.
December 12th, 2007 at 11:22 am
I’m curious to learn if you ever got the original computer back, or if they just sent a replacement. I ask this because I am in the middle of suing Best Buy over a complete failure of their privacy protection policies.
The short story is that they allowed a laptop I turned in at my local store for repair to be STOLEN from the store. They then lied to me for weeks about the status and location of the computer. It took them 3 months before they disclosed the theft, even though the were required to do so by law immediately. Moreover, they were also required to immediately disclose the fact that I was at risk of identity theft, but failed to do so. Involvement of the police and authorities only produced a low-ball compensation offers, which were less than the replacement cost of the computer alone, let alone the value of the contents and the money I’m left spending on ID theft protection and credit monitoring services for years to come.
So, I’m curious: Did they return the original computer to you? If not, and assuming you had sensitive information (SSN, financial information, passwords) saved on the computer, did they disclose your potential risk of ID theft and offer to cover the costs of ID theft protection services?
Would appreciate your comments, because I suspect I am not the only one they have tried to pull the wool over the eyes, so to speak…
I can be reached at bbbbbblog@gmail.com, or through my blog at:
http://bestbuybadbuyboycott.blogspot.com/
October 28th, 2008 at 12:40 am
I just got my computer back from Best Buy. I had a worm and a bad hard drive. It was a business computer so I paid extra for a back up disk of my files. I had a small drive I wanted them to back up the files to so I brought it as well. It is were I keep my back up history. When I picked up my computer I realized that the Geek Squad did not back up one single file. They gave me a disk with the files from MY BACK UP DISK and did not back up one current file from my hard drive. I’m sick. This entire mess cost me over $500 and BB had my computer for over a week. I have lost months of business files (I had the warranty which is worthless). The Geek Squad is run by a bunch of new grads from tech schools who are trying to fix machines while they also work with customers. I hope this saves other businesses. I am now looking for a private IT guy.
October 30th, 2008 at 1:13 pm
About the same thing not so severe though, 9/26/2008 took in my desktop pc two weeks later 10/13/2008 I got it back with the same problem(they replaced my motherboard when the grafix card was over heating…) still dont have it back, 10/30/2008