Best Buy & Geek Squad Policies

[Krone08]

This past November (11/08), my HP laptop stopped working.  I couldn't get into any of my programs and the hourglass was constantly going even though I hadn't clicked on anything.  So, I took it to Geek Squad to have them look at it.  They did a back-up of all my data, scanned the computer and found many viruses, so they cleaned up my computer for me.  I was a bit frustrated with the amount of time it took to get my computer back, which ended up being 12 days. 

So, I get my computer back and was able to load my data, except my music, back on my computer.  For some odd reason, it would freeze whenever I tried to put my music back on and twice within those two weeks, when it went to sleep it froze and wouldn't "wake up." By this point, I was ready to take it back and complain, but then my computer stopped working altogether.  My father, who is good with electronics, convinced me to take it to an IT guy who has fixed his computer in the past instead of taking it back to Geek Squad. The IT guy looked at itand told me my MOTHERBOARD had fried.  Geek Squad never mentioned anything wrong with any of my hardware, so I have a feeling that something that was done while they had it.  I want to be compensated for the amount of money it will take to fix my computer - which will be $600. 

I can promise that I will never ever give my computer over to Geek Squad again and instead will find an independent IT guy that actually knows what he is doing.   I have already let people around me know what happened to my computer and that they should not use the geek squad service.  

[POIUYTAEN]

welcome to the club.

[seekrtz]

The biggest problem with Geek Squad is that their whole model is centered around fitting customers into pre-configured packages that they use to charge them with.  Geek Squad is not trained or interested in figuring out the root source, they only want to fit each consumer into as many up-charging options as possible for inceased profit.  People are now starting to realize this, I think. 

*Just take your PC to a real PC repair shop or even better, let a friend or acquaintance who works in IT fix it.

[Elizabeth-BBY Community Supervisor]

Dear Krone08,

Thanks for posting your concern on our Best Buy® Forum.  Your issue has been assigned to one of our Community Connectors for further review and response, and you should be hearing something within a maximum of 3-5 business days.  Please note that it may be sooner depending on the complexity of your issue and the current volume of posts.  Thanks for your continued patience as we work to assist all of the customers who have reached out to us on this forum.

~Elizabeth

Community Supervisor

Best Buy® Corporate

[Aaron-GS Community Connector]

Hey Krone08,

Although your laptop’s motherboard may have failed within a relatively short timeframe of being seen by a Geek Squad® technician, it does not necessarily mean that any damage was sustained while it was in for repairs. The lifespan of electronic devices is unpredictable at best, and initial hardware diagnostics are not always able to detect failing components until after it is too late. The services that you say were provided by Geek Squad® (data backup, virus scan and removal/cleanup) did not require physical opening of your laptop and would not directly cause a motherboard to fail, regardless of who performed the service.

That being said, remember that Best Buy® does offer a 30-day warranty on all services we provide. If any physical damage did occur to your laptop while it was in our care, we’d be glad to assist you under that warranty. If this hardware failure, however, is the result of an electrical short, standard wear-and-tear or intentional misuse, you would be responsible for all costs associated with the motherboard repair.

If you have any further questions or concerns, please feel free to let us know. Simply send us an e-mail at online.communities@bestbuy.com and we'd be glad to help you out.

Agent Aaron
Geek Squad® Community Connector
Go Ahead. Use Us.