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New Member
Posts: 4
Registered: ‎08-06-2018
Accepted Solution

Complaint--what happened to integrity at this place?

I have looked all over the website for a link or email address to file a complaint about the awful manner in which I was treated at a local store today. This complaint truly needs to be recognized and resolved on a corporate level as the local management is a joke and treated me with zero respect today. In fact, I believe the assistant store manager amd Geek Squad manager need to be held responsible for their actions and lack of customer service skills.

 

I brought my laptop into the store to examine an issue I was having with my computer being slow after a Windows 10 update.  I had a 15 minute conversation with the "check-in" person. We discussed various options but settled on that I would pay the $99 diagnostic fee and they would call me to let me know if any repairs or rests needed to be done.  At that time, I could choose to pay for backup of my data before any reset was done or I could roll the $99 into the $199 club membership.  I never authorized a reset of my computer or any repair work to be done before a backup was made.  Apparently this information was not communicated to the "repair" person and  he reset my computer losing all of my personal files.  I spoke with the repair person and he told me the manager would get back to me at 1 pm on Sunday.  After waiting until 3:30 pm with no call back, I called and asked for the store manager.  Store manager refused to do anything until he talked to the "check in" guy.  Store manager was unable to answer any of my basic questions as to what we could to do to solve the problem, was the effort to recover data time sensitive, was it even possibly to recover the data.  I asked to have GM call me.  Never got call from GM.  Finally got a call at 5:30 pm saying that the "check in" conveniently could not remember ever talking to me and that GM would not authorize a recovery of my data, even though it was their mistake that lost my data.  Now all of my personal files, the very ones that I was trying to protect by bringing computer in and was assured by "check in" guy 4 or 5 times wouldn't be lost or written over, are gone.I was basically called a liar and that the conversation never took place, even though there's probably store survelliance showing me at that store twice that night.  The first time talking to him about options and second bringing him my discs for the computer, including the geek squad recovery discs that they gave me with the computer.

 

On top of that, the "repair" guy reset my laptop to Windows 7 operating system when I was running Windows 10 when I brought in.  I did the upgrade to Windows 10 a few years back.  

 

So now I have no personal files and a computer running an operating system that's not even supported by Microsoft. 

 

I've always supported Geek Squad and recommended them in past.  Now, my trust has been completely violated and I'm not I can ever recommend again.  I'm very, very disappointed in how Best Buy/Geek Squad has treated me, a loyal customer. 

New Member
Posts: 4
Registered: ‎08-06-2018

Re: Complaint--what happened to integrity at this place?

Realized after I posted that they also took off all of my Office products, so I don't have those either anymore.  I tried escalate the problem through corporate office, but I've had no call back as promised.  It was supposed to be 48 hours but I've heard nothing.  Does Geek Squad/Best Buy not care about customers?  

 

Also, it seems like there is very limited interaction with support reps on this forum when it comes to Geek Squad complaints.  Why is that?

New Member
Posts: 4
Registered: ‎08-06-2018

Re: Complaint--what happened to integrity at this place?

Wow.  It's been 72 hours and I still haven't heard a word from y'all on my escalated complaint through corporate office,e ven though I was promised I would hear something by today at the very latest, nor has any representative responded on here.  Your employee lied to me, managers refused to fix the problems created, and I have an essentially useless computer at this point.  What do I have to do to get someone to actually repsond to me and address my issues?  At the very least, I'm owed compensation for replacing Windows 10 and Office products on my laptop.

Best Buy Employee
Posts: 1,005
Registered: ‎01-09-2015

Re: Complaint--what happened to integrity at this place?

There is a bit of a backlog here on the forums, they should be by soon.
I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
New Member
Posts: 4
Registered: ‎08-06-2018

Re: Complaint--what happened to integrity at this place?

Someone finally got back to me. I’m happy to report that the company is doing the right thing and are going to try to recover my files and set computer back to where it was.
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Member
Posts: 13
Registered: ‎02-03-2019

Re: Complaint--what happened to integrity at this place?

I have run into problems at Best Buy on a regular basis. I recall that I got tired being ignored when I filed a complaint over harassment at the hands of a Best Buy employee when I filed the complaint through the Best Buy website contact form so I ended up having to email Best Buy corporate over it and it was resolved in a fair amount of time. I've found that you can eliminate all of the 'beating around the bush" by just contacting corporate. If it's not serious enough, I would just post here on the forums, depending on the issue.