09-30-2019 02:56 PM
This has been an ongoing mess for months for me. I was nearing the end of my Geek Squad coverage, so I brought my Asus ROG laptop in to have the battery replaced, since it's internal and not easily removed, and have the keyboard replaced because the W key had stopped springing back up.
Other than those two issues, the laptop was amazing, I never had issues on it, no BSOD, it never crashed, it is very well cared for and baically never left the small table where it was used on, so it wasn't mishandled. After I got the laptop back from having the keyboard and battery replaced, it began crashing horribly. The entire screen would freeze and I would get visual distortions on it. Numerous reboots, and it would set itself right again, but then it would do it again. I brought the laptop back to Best Buy and explained what was going on, that I suspected it was an issue with the graphics card that only started after I got the laptop back. They tested it, said they couldn't duplicate the error and that was that. But it's never stopped doing it, and now it's getting worse.
This isn't a cheap laptop, and now it's completely unusable, and Geek Squad would not help me. I honestly didn't know what else to do, so I just tried to live with it, but it just does not work now. It's a higher end gaming laptop, and I can barely open a browser to look at websites now, because it crashes or has such serious visual distortion that you can't read what's on the screen. I hope someone at BB can assist somehow.
10-03-2019 01:19 PM
Welcome to our community. Repair situations have all kinds of frustrations automatically built in: a device that doesn't function properly is aggravating enough, but then you have to wait while repairs are made. One doesn't expect that there will be new problems once the service is complete and again the discontent is compounded. I very much regret you're having to cope with such circumstances.
You mentioned that the Geek Squad had not been able to duplicate the crashing issue. Repairs can't be completed if a problem cannot be properly diagnosed--which is a troublesome result especially if a failure only occurs intermittently.
Given that the problems you've described are becoming more frequent, I would recommend that you continue to work with your local Geek Squad toward a resolution. If your most recent repair was less than 30 days ago, your computer may still be covered for further service even if your Geek Squad Protection plan has elapsed. If it's been longer than 30 days, further service would likely be at your expense. Please visit Schedule a Service to make a reservation to speak to a Geek Squad Agent for further assistance.
I hope this helps. Please know I am grateful you wrote to us to share your concerns.
10-03-2019 11:21 PM
My last service was more than 30 days ago, I have to drive an hour and a half to even get to my nearest Geek Squad. I told them that I suspected it was a graphics card issue, they said they ran stress tests but honestly, I don't know what they did. The attitude was very dismissive, it was also during an apple launch and they were incredibly busy, and it was pretty evident the man I was speaking to didn't believe there were any issues. In that time my town was hit by a storm and I had damage done to my house, which as you can imagine took precedence over trying to beg Geek Squad to believe me. Given all of that, no I didn't try to go back and ask them to please fix it. I did ask if there was an option to mail the device back in when I called the store afterward, and was told a flat no, that wasn't an option. I had to drive 70ish miles, again, so they could keep it for another week, then drive back to get it again.
If I have to pay for them to fix the damage that they caused to my laptop, it won't be with Geek Squad. I can't trust you to back up your work, or fix any mistakes, or repair damages done to laptops while in your care.