09-27-2019 04:29 PM
I went to Geek Squad August 13th to find out why my son's 13 month old Dell XPS 15 (purchased from Dell) wouldn't turn on. Went to Geek Squad in Cortlandt Manor NY (with appointment). Found out they couldn't fix it, but would send it out to KY to fix. My son started college end of August so I was a bit concerned he wouldn't have it soon enough for classes. However, the motherboard was diagnosed as needing replacement and the motherboard was in stock. I was told the laptop was shipped back and I would get it back August 27th. Good news right? Then the issue went downhill fast. I went to pick up the laptop and discovered it wouldn't open or close properly. The metal top cover was dinged and the back cover was bent slightly. Broken and not working properly, KENTUCKY SENT IT BACK ANWAY. So I had to give it back and restart the repair process all over again with a new order number. Very disappointed and angry it had to be sent back again.
The new order status number given for the second repair no longer works online so I have to now try and call in to find out what is going on. I get very little help or feedback other than they would “escalate” the issue, and that parts ordered might not arrive for weeks, possibly early November. It is now September 27th and my last call (after sitting on the phone waiting for 15 minutes) was not very illuminating or helpful. All I get is more “escalation” talk. Meanwhile, my son has not had use of his college laptop for four weeks, with no idea when he'll get it back. Expecting resolution in Novermber is ridiculous.
Best Buy and Geek Squad should stand behind their “service” and satisfy customer issues quickly, rather than hiding behind useless and non-working internet status updates or “escalation” blather, especially when the issue was caused by Best Buy/Geek Squad. I want resolution for this issue now.
10-01-2019 11:31 AM
Given this is your son's laptop, and he needs it for college, I can of course understand you being upset the unit had to be sent back out for service. I would love to look into this, and do what I can to get this resolved for you. Can you send me a private message with your name, phone number, email address, and service order number? To send me a private message click on the message button in my signature.