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 My Best Buy/Geek Squad Nightmare
Posted Wed January 7, 2009 12:00 pm, by Sheri H. written to Best Buy
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I went to Best Buy on Christmas Eve looking for a self powered USB, because my front USB ports weren't working. I talked to a member of the Geek Squad and he said that would temporarily fix my problem, but that something was causing a power leak and it would eventually cause my pc to quit working altogether. He said the best thing to do would be to replace the power source, which would be a quick, easy, permanent fix for my problem. According to him, it would cost no more than $100 and they would have it finished within a couple of hours, for sure by the end of business that day. I work from home, so fixing my pc and having it done so quickly was very important, so I went home, got my computer and brought it back to Best Buy. If it wasn't Christmas Eve, I would have called around, but in my little suburb there were no other places open that could fix my USB problem. And it seemed simple and straight forward enough.
I dropped it off with the Geek Squad around noon on Christmas Eve. I explained to the guy that took it everything that I had discussed with the other Geek Squad agent - they call themselves that, so I will too. I hadn't heard back from them by 3pm, so I called and spoke with Agent H. She said they had found some viruses, again easy to fix, but they wanted to check with me before doing that. I asked for the price, and the cost she gave me was higher than the first agent I spoke with, but the difference between the cost for just fixing the USB issue and fixing the USB as well as getting rid of the viruses was only about $60, so I said go ahead. I do want to mention that every time I spoke with a Geek Squad agent or a Best Buy employee, I told them repeatedly that I worked from home, on my computer. I made sure they knew that from the start. Agent H told me that even though they were closing at 5pm that day, they still could probably have my computer finished by then, but at the very latest they would have it done by Friday at noon, since they were going to be closed Christmas.
Friday noon came and went, no computer. From the time I took my computer in until Sunday night, 4 days later, I never once got a call from a Geek Squad agent. Even though I asked to be updated, I had to keep calling them twice a day. During that time I spoke with at least 4 different Geek Squad agents, each time telling them I needed that computer to work, and every day without it was a day that I was not getting paid. All they ever told me was "it's still scanning".
This went on until Sunday night, then I finally got a call from them. My computer was finished, everything was fixed and it was ready to be picked up. I asked for a break down of what I was paying for. Agent T told me that included in the cost was a USB card, but he also let me know that they were unable to fix my USB ports. That's why I took the computer to them in the first place. In all my phone calls, no one had ever mentioned that they couldn't fix that problem. I asked Agent T if they can't fix them, then why am I being charged for an USB card. He said, Ma'am, I honestly don't know. He did say that to fix the USB port, I'd have to send the pc back to Dell. I told him that if the USB card won't fix anything then I don't want it, he agreed that I didn't need it so he took it off the bill. I still paid them a little over $300, but by that point I was so relieved to have my computer I just paid it.
It was late Sunday night by then, so I didn't even try to hook up my computer until Monday. I was able to get it started, but I couldn't get on the internet. I had my brother come over and look at it, because he knows more about computers that I do. He couldn't get it to go online either, and he couldn't see why it wasn't working properly. I called the Geek Squad and explained the problem. I spoke with the only agent on duty - there was never more than one at a time, and my brother and I both spoke with the Best Buy manager on duty. I was told that the only thing to do was bring the computer back in so they could look at it.
This is day 5 without my computer - I'm not counting Christmas Day, to be fair. But we're on Day 5 with no income, and I am not exaggerating when I say my nerves were getting a little frayed. The next day was the same, me calling every few hours and getting the "it's still scanning" response. Finally they said they weren't able to get online either, and the only thing to do was uninstall and then reinstall the operating system. That would fix everything. At this point, I was desperate to get my computer working. I explained again my situation, and how badly I need a working computer. They assured me the reinstall was quick and would be finished by Wednesday morning at the latest. No, I didn't believe them. But I hoped.
At one point I called and was told the scan had just ended. I asked Agent C if the OS had been removed, she said no. I asked why not, since that had been determined to be the best best course of action. Her response was that they were waiting to get my permission. Which I had already given the day before. I said PLEASE get it fixed, and I was again told it would be finished early the next day.
The next day (Wednesday, New Years Eve) I went to Best Buy shortly after they opened and spoke withanother Agent. I told him my long story, in case he wasn't familiar. He was, and he informed me that they WERE STILL SCANNING my computer. The same scan that the other agent had said finished the day before. At that point I asked for a manager. The Geek Squad manager and the Best Buy store manager weren't there, but I got some sort of supervisor. This man, whom I won't name here, was the rudest, most condescending person I have ever dealt with. I will say that if Best Buy requires customer service training for their supervisors, he apparently did not attend that day.
I went through the whole long, ugly story with him, and when I got to the part where they sent it home not working, he actually asked me why didn't I make sure it was working before I took it out of the store. I was so shocked at that, I'm pretty sure my first response was "Huh?" He said it again, and I said isn't that what I paid you $300 for, to make sure it worked before you sent it home???
I got nothing from that man but rudeness and sarcasm, so I quit talking to him and asked the Agent what needed to be done to get my computer running. He said as soon as it stops scanning he can remove the operating system and reinstall. He did back up all my files so after the reinstall he could put my data back on. Again I was told it would be ready by the end of business that day or first thing in the morning.
I waited and called several times over that day and the next day. Finally, New Years Day night ( day 8 with no pc) I spoke again with Agent T, who very apologetically told me that my computer was broke and they could not fix it. He didn't have any idea why it was broke or what was wrong with it, just that they couldn't uninstall the OS at all and it must be a problem with the motherboard. He said they'd give me my $300 back, so that I could buy a new computer. I don't even know how to express what I felt at that point. It was not a good way to welcome in 2009.
I went in on Friday and told Agent C that I came in there over 10 days earlier with a computer that worked, and now I had a worthless machine. I appreciated them giving my $300 back, but I really didn't feel like I should have to pay for a new computer since it worked when I left it with them. She called over the Best Buy store manager, a very nice woman who did apologize but said they couldn't do anything except refund my $300.
In the course of the conversation with the store manager and Agent C, I learned that normally when a computer is brought in, they do a hardware scan to check for things like motherboard problems. Agent C told the store manager that anytime a USB port isn't working she checks for motherboard issues first, but that hardware scan was never done on my computer. I also learned that the person who took my computer and my information on that very first day normally worked in shipping and receiving, not for the Geek Squad. I asked for copies of all my paperwork, and I noticed on the intake form there was no mention of my USB port not working.
I told the store manager that all I expected from them was some level of competence. If they had run the hardware scan on the first day, as they admit the normally do, then they would have found the problem sooner. I still would have had to buy a new computer but I could have been back to work within a day or two, instead of this mess dragging out for so long. It is not my fault that they guy who took my computer was not a Geek Squad agent, it was not my fault they didn't run the hardware scan, but I am stuck with paying for a new computer and losing so many days of work.
I also told her that if they had told me right away that they could not fix the USB problem, I would have taken my computer right then and had someone else look at it. Instead, they kept it for 5 days before ever mentioning that they couldn't fix the problem it was in there for, and they probably wouldn't have told me if I hadn't asked what I was paying for. She apologized, but said there was nothing else she could do.
To make things worse, for my job I have to have Windows XP. Do you know how hard it is to find a computer preloaded with XP? It's impossible to find that in a store, it has be special ordered. I got my refund from Best Buy and spend most of New Years Day calling around to see if by some miracle I could find a pc with XP, but I couldn't. The fastest I was going to get one special order would be 7-10 business days. I couldn't afford to be off work that much longer, so I went back to Agent C. She had already told me that if I bought the computer there they could uninstall the Vista and install XP for me. I had no choice but to do that, because I really needed to be back to work as soon as possible. Of course the uninstall and reinstall took several hours longer than they told me it would, but I had a working computer by Friday night. Ten days later.
I don't think that Best Buy or the Geek Squad will ever know, or care, just how much trouble they've caused me. I don't work because it's fun, or because my job completes me. I work for the same reason most of us do, because I need the paycheck. I explained to them over and over that I work from home, and if I don't work I don't get paid. Right after Christmas, 9 days off without pay was not in the budget. Then on top of that, I had to spend over $700 on a new computer and Windows XP. For me, coming up with an extra $700 anytime is hard, but especially after the holidays and knowing that my next paycheck will be 9 days short.
Since this happened, I've talked to several people who do know a few things about computers, and the consensus is that my computer probably did not have any motherboard problem when I took it to Best Buy. There was nothing wrong with it but the USB port, it was running just fine with no other problems, and that should have been an easy fix. I've also done some online research which backs that up, and I found several instances of the exact same thing happening to others who took in their pc for a minor, easy to fix problem and left with a broken pc.
To make these right for me, I would appreciate a refund for the cost of the new computer and the Windows XP program. In an ideal world, Best Buy would also compensate me for the income that I lost while the Geek Squad agents were busy breaking my computer. Do you have any idea how you've hurt me and my family? I work 10-12 hour days just to get our bills paid. How am I ever supposed to recoup the 10 days I was out of work while you had my computer, in addition to the cost of the computer and XP? I need to find a job where I can work 20 hours a day, and just forget about spending time with my children. Thank you Best Buy and the Geek Squad, for absolutely ruining our holidays, and many months to come.
Sheri
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by Sheri H. Posted Wed January 21, 2009 @ 12:44 AM
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I've read through all the comments and I appreciate the support. I did
get a response from my email to the CEO of Best Buy. To compensate
for my "inconvenience" they offered me a $75 Best Buy gift card. How
that would compensate for having to buy a brand new computer and
missing 10 days of work, I have no idea. But since I will never shop
at Best Buy again, a Best Buy gift card in any amount is an insult.
I am writing letters to my local newspapers and the local consumer
news channel. Best Buy may ignore me, but at least I can warn others
about Best Buy and Geek Squad.
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by itsme Posted Sun January 18, 2009 @ 7:13 PM
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What was the outcome??
I just bought an HP at Best Buy and have the extended warranty through
the Geek Squad. I need a new keyboard, and took it in. A Geek Squad
Agent told me (and this was on the 30th day of owning the computer)
they could replace the computer, however, "that would use up the three
year premium warranty you purchased." That did not make one ounce of
sense to me, so I then called for a manager. The manager told me this
was not true and they can replace the computer but would have to send
it out and it would take two weeks (ummm, part of having a premium
warranty is expedited service...if this is expedited, I'd hate to see
how long other folks have to wait!).
If I did not love this laptop, I would have made them take it back and
gone elsewhere for a computer. The sale people at the store I went to
happened to be very knowledgeable. Also, when I was purchasing a
laptop that day, not only was the HP Rep on location, but so was a
Toshiba Rep. Even the Toshiba Rep told me to purchase this particular
laptop...he preferred the HP over his own product! Amazing!
Anyway, after all of that, again, please update us :).
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by GreenEyedHawk Posted Sun January 18, 2009 @ 1:49 PM
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Good lord, what a nightmare! I've always hated BB, I got such a
runaround from them and all I was doing was trying to buy a new
monitor!
Have you contacted their corporate office? As a former CS worker
myself I usually hate when people ask for the # to corporate because
normally it's totally unjustified, but in your case I think it really
is. The original agent (or hwhoever he was) gave you bad advice, you
got the runaround like crazy, then ended up with a non-functional
machine. Expensive paperweight, especially considering the lost
income.
I have to say you have the patience of a saint. I Don't usually
advocate shouting at CS people or losing your temper at them because
typically the problem isnt their fault, but in your case it really
was. What a bunch of incompetent morons! I hope a lot of peopel see
your letter and steer clear of Geek Squad because it's very obvious
that they have no idea what they're doing.
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by kayti2k Posted Wed January 14, 2009 @ 2:10 PM
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A few years ago the Geek Squad offered my brother a job... my then
16-year-old brother... He knew a bit about computers but even he
admitted to me that he shouldn't be authorized to fix them for people.
They just have a list of procedures to run down and have no real clue
how the computer works. Sorry you got so burned. When my Dell laptop
was under warranty (and that thing was a piece of JUNK) Dell would
always fix my problems within a few days. Compared to the time it took
you to get a new laptop, you might want to start out getting stuff
repaird by the manufactuer next time.
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by Final Score: Boys-3, Girls-1 Posted Tue January 13, 2009 @ 4:49 PM
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I'm curious as to how this all turned out. If you could, Sheri, please
fill us in on what's happening.
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I had to put this reply up here because no one would see it down on
the bottom.
I agree!!! I had a Medical Billing and coding course over the summer,
and our pc's were vista and OMG the problems I had with Word. I felt
like I was in Highschool all over again learning how to use a
computer.
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by Casmly Posted Thu January 8, 2009 @ 8:27 AM
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I would NEVER use the Geek Squad after having to deal with one of
their salesman. My husband and I went in soley for the purpose of
purchasing a particular lap top.
After requesting that they bring one out for us to purchase, the
salesman started out his pitch by asking what we would be using the
laptop for. My husband politely explained to the man that he was an
IT manager and we were there simply to purchase that particular
laptop. The man continued on with his sales pitch. He next tried to
sell us on a virus scan software. My husband explained that we
wouldn't be needing it because we use an alternative software. The
guy then proceeded to tell us how horrible the software we use is.
(Ironically enough hubby had experience w/both kinds of software and
had only had issues with the program they were trying to sell him).
He then tried to sell us on having one of their team weed out
unnecessary files to make the computer go faster. Hubby's reply was
that he would be doing this himself. His response was again met with
opposition from the sales guy. Finally, the Geek Squad employee asked
if we would be needing a laptop case. Hubby responded, no.
Employee's reply, "Well, if you want to carry it around in the box,
but that wouldn't be the fashion statement I'd want to make." I was
SEETHING by this point! We had cases at home, that is why we didn't
need a case, not that this was any of his business. Hubby still
refused to leave, or I would have walked out by then. But the
kicker...The laptop comes and the employee goes to walk us to the
front. He insists on continuing his sales pitch by reiterating what a
poor choice it was not to get the extended warranty, the virus
protection etc.
We got 10% off of the laptop for our trouble when we started to storm
out and the store manager caught on.
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sales pitch
by Retail Veteran Thu January 8, 2009 @ 9:35 PM
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I thought I heard you cannot buy XP anymore. I could be wrong. We just
recently bought a new Dell from Best buy and have had no issues with
it at all. I can fix most any issues with computers so I am not
worried about all the horrible complaints of dell.
I also am liking Vista. I turned off a couple of stupid features, but
I did the same with XP.
While we were in between computers, the time when ours of 7 years died
a slow death, to the time we got our new one, we used the libraries
computer. You could use the one up there. If you explained your
situation to the people there, they might be able to accomodate you.
Good Day
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by PepperElf Posted Wed January 7, 2009 @ 8:47 PM
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man that sucks.
mom had some trouble with hers... running slow, getting different
stories from different "techs", some claiming there wasn't anything
wrong with the computer, others saying what they thought was wrong.
in the end she got it reformatted.
the only good thing about it was that it was under warranty so she
didn't have to pay them.
and they were snotty about that too. "Well you're getting it for
free," implying that she shouldn't complain about sucky service if
it's free. Mom pointed out that she'd paid for it when she got the
extended warranty.
this is why i use a mac...
though i do have an XP machine on standby (mostly because I already
had it anyway). and that thing... BB will never touch, mostly because
I don't trust them to not screw up my software setup.
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heh :)
by PepperElf Thu January 8, 2009 @ 6:54 PM
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by Final Score: Boys-3, Girls-1 Posted Wed January 7, 2009 @ 4:04 PM
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The only good thing about Geek Squad is that they suck so bad, people
come running to my husband to fix their computers. It's good business
for us.
I'm so sorry to hear about your ordeal. I hope that when you get a new
computer, you are able to find a nice mom-and-pop computer place for
any future upgrades or repairs. I would recommend looking into one
before any problems arise, so you aren't left in the lurch like this
again.
I wish you the best of luck getting this resolved.
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by jeishere Posted Wed January 7, 2009 @ 3:01 PM
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I knew as soon as I read the first sentence that this was a problem
with the motherboard and your computer was going to be DOA by the end
of the letter. Atleast there was a backup of your data because that
is often worth much more than the actaul computer.
This does not excuse the 10 days of crap they put you through or the
crappy diagnosis. The only glimmer of light I can find is that you
computer would have evetually died at home too, so atleast now you
have dependable working machine. Now, make sure you back-it-up!
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by bout2go Posted Wed January 7, 2009 @ 12:55 PM
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Kudos for a well-written letter. The letter was very easy to read and
understand. I could feel myself getting upset for you as a read this.
What a nightmare!! Hope BB will get back with you.
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Both Best Buy and Geek Squad began in the Twin Cities, where I live.
Geek Squad was an amazing company--great customer service, everyone
loved them, they had a GREAT reputation. Then Best Buy bought out
Geek Squad, and now they're as crappy as Best Buy and every other
gigantic electronics retailer.
It's a shame. But I bet the founder of GS is laughing all the way to
the bank.
I echo Mike's comments below.
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What a frickin' disaster! I applaud you for stickin' with them to try
and fix the machine. After the first nightmare, I would have told 'em
off and gone somewhere else.
Good luck getting them to pony up for the issues. I don't think
that's BB's m.o. (or so I've found with my few limited issues).
They'll probably claim there was some problem with the computer and
unless you have something from another repair outfit to prove they did
something wrong, well, you see where it's going.
I didn't know you could even order XP. I'm avoiding getting a new
system because I dread having to swap over to Vista and deal with all
of the issues. I'd go Apple, but then I have to find new software for
all of the apps I have. Ick.
Hope they respond -- let us know if the do. And hope 2009 goes better
than 2008 ended.
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Um
by Wolf Wed January 7, 2009 @ 3:21 PM
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What
by Wolf Thu January 8, 2009 @ 12:01 PM
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Yup
by Wolf Thu January 8, 2009 @ 1:35 PM
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Now Red
by Commander-X-23 Thu January 8, 2009 @ 11:31 PM
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SHARED LETTERS 
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