Best Buy & Geek Squad Policies

[ajttk1234]

Geek squad installed internet protection-computer taken home and bios password screen pops up when computer turned on.  Have never set up password protection.gs says "impossible" they caused this. Have to leave computer for "a few days at least" San Francisco , geary street store. Have to return with back up disc. Condescending gs bordering on rude. Thinking about just taking laptop back, getting refund for anti spyware installation and gs protection and never shopping at best buy again. 

[MobileExpert]

AFAIK, you cannot get a refund for services performed, such as the AS installation. This is because you can't "undo" the time the employee put into installing it for you. I could be wrong, though, as I don't work in Computers or GS.

[RealGeorgeW Emerging Expert]

Hello ajttk1234 and welcome to the forums!

I'm sorry to hear about the problems that have arisen with your new computer, I too would be highly annoyed if my computer started asking me for a BIOS password.

Our policy is not to set BIOS passwords, unless it was specifically requested by the customer so I am really hoping it was not an agent that did that. If you have a desktop computer, removing the BIOS password is not very hard, there is a jumper on the mother board that a GS agent should know how to reset.

As for services, BBYM is correct in saying that we cannot refund services. As he said it is time spent that is unrecoverable.

You should not need the recovery discs, especially if it is a laptop, as the OS is not affected by a BIOS password, nor would a system restore remove a BIOS password.

I hope that your store is able to take care of you in getting the BIOS password removed!

[justin3323]

another quick way is to just pop out the battery on the motherboard for about 10 minutes then putting it back in.

has the same effect as the jumper reset (if you cant find the jumper the battery is rather noticable)

make sure your computer is unplugged before doing so.

[ajttk1234]

Maybe you could email or contact the San Francisco Geary St store with this solution-the problem seems to perplex them

[ajttk1234]

As for "services" not being refundable-as far as I can tell the only "service" performed was turning a laptop that was working without a problem into a laptop that cannot be used.  Best Buy has no way of proving they have installed anything until they fix or undo what the gs has done.So far 6 hours of my life gone on bus rides.

[Elizabeth-BBY Community Supervisor]

Hi ajttk1234, 

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 the next few business days.  Thanks for your continued patience as we work to assist all of the customers who have reached out to us on this forum.

[ajttk1234]

Thanks for response. Laptop was supposed to be ready yesterday, although paperwork says today. I do have more info on another post "geek squad condescending bordering on rude". Didnt mean to create 2 posts on same forum- this one was originally on computers and was moved to customer service. If you have a way to combine them ? I do find it insulting that bb employees who respond write about how their time has to be compensated for fail to think about the customers time. This was a laptop with no problems when it was originally brought in. Just wanted anti virus/spyware protection installed as free trial that came instaled had run out. Now, until I get it back it is not even usable as a doorstop since gs has it . Also, photos and downloaded music may be wiped in the "fix" .

[ajttk1234]

I just returned from a best buy in SF where I was at best treated condescendingly by the geek squad-I have to return to the store at least two more times to get my problem resolved and have no estimate of when I will get my laptop back. I have e-mailed customer service as well as posting. From what I can gather online, I have a frustrating experience to look forward to. I am in the market for a laptop for my wife and the outcome of this problem will determine if I ever buy anything at Best Buy again.

[MobileExpert]

For us to have a better chance of resolving your problem, we're going to need more information. Perhaps you could give us the details of your situation?