Best Buy Geek Squad

Kim of Redwood City, CA April 13, 2009

I ordered my lap top through their online store. Did a huge amount of research on what I wanted to get. The girl on the phone (I called in to place my order) gave me the warranty for 1 year no accidental. When the lap top arrived I went into Best Buy and was smart enough to ask about the warranty and found that I did not get what she stated I would have. Cost me an addtl 200 out of pocket to fix.

I purchased the Dell XPS16 and have had issues from the first week I got it. The system crashed the first week, which I was able to get back up, only to have all my songs gone and my vpn hookup. Was a miracle, really didn't have to do anything, except to keep trying. Seemed to be working ok until yesterday when I was checking a disk I burned to see what was on it and my dvd/cd blue ray disk froze. Wasn't able to close anything down even with shift control esc. Resulted in having to close the power button down. Turned it back on, restart using normal system. Got the initial log in screen back, was able to log in only to get no response except welcome. Welcome to what, the system never came back up again.

I spent over 2000 after adding a number of things, warranty, etc. Now my lap top has been sent out and I am again without a lap top (I used for work business) for 10 days. No replacements were offered or available. They even wanted to charge me 100 to save what I did have on the computer.

I work from home periodically, (commissions analyst for a stock firm)through vpn. I also have a side business doing weddings. All my data will be gone (thank goodness I didn't have the lap top long). It frustates you that you spend good money and get lemons in return.

Sean of Larksville, PA March 30, 2009

On April 1, 2008, I bought a Gateway laptop from a Best Buy near my home town. I happy with the computer until I went away to college. About 2 months after being in college the power cord broke and I had to take the computer back to the store I bought it from when I went home for a weekend. It took 2 weeks for the laptop to get mailed to the dorm rooms where I go to school. The computer was fine for about 3 more months.

However, on February 27th, the computer stopped charging all together even with the replacement power cord. I had to drive 30 minutes to the nearest Best Buy location in order to have something done with the laptop. They told me at the Geek Squad, after about a half of an hour of staring at the laptop and fumbling through different ac adapters, that the laptop's power supply intake was broken. They then took my laptop and told me that they had to send it into repair, of which they did not tell me how long it will be at the shop. I am a college student who it is very inconvenient to have no computer to do work on, and most of my classes require some work on the computer. It is now March 30th and the computer is still not back at the store or in my possession.

I called the store today in order to find out where my computer was and they had no idea. After a frustrating 2 hours of them searching, a member of the Geek Squad returned a call and stated that We do not have your computer here, however it is still at the shop. We recieved your computer on February 27th and it is still there. I asked how long it was going to be there, because it's rediculous to have to wait for a computer to get repaired, which only takes 3 days. He told me that, Looking at your case it will take another week, 2-3 days for repair and another 4 for transport. 4 Days for transport!

I was shocked because they have had my computer for about a month and they still have not done ANYTHING to help. I can see if it took 2 weeks for the entire process but it has been a month with no, ABSOLUTLY NO, word from them.

Joann of Saint George Island, FL March 22, 2009

In January 2009, I took my Dell computer in to be tweeked. The computer was 5 years old and I had some very important information on it. My family pictures, legal documents, addresses, etc. were stored on that computer. When I returned to pick up the computer, I was informed that the computer was infected and they would need the restore disk to set up my computer. I told them to forget it and I wanted to get my computer and back-up that they had done when they were cleaning up the computer. I had to end up having them send them to me as they had not made the disks yet.

I had to have another computer repairman finish the work that they should done. He informed me that they had damaged the boot drive and tried to restore it themselves. In addition, they did not back-up the program files so now all my data files are no good. Some were purchased online and now I will to repurchase them. I called the store and was informed that they do not back up the program files, which I was not aware of. My advise is never and I repeat never take anything to the Geek Squad for repair.

Michael of Henryetta, OK March 19, 2009

We had a issue with Best Buy # 1499 [Tulsa, OK] because they did not secure our car & they refuse to cover damage because their employee did not take items or fill out paper work completely which is false. Our Complaint Description was: Store install of radio caused electronic climate control below radio to start blinking lights off & on, damaged front right head light cover-crack plastic. Did not secure vehicle when they put car in their parking lot. Vintage 1988 Mark Vll has missing items, but we don't claim store took items. We do claim lost because car was not secured when they put it into their parking lot under their care.

They had a duty to secure car left in their care because any reasonable person should of foreseen a problem if vehicle was not secured. Their paper work is incomplete, so I do not know names of installers, serial number, but items are checked off in good shape before they worked on car that were damage while in their care. We repeat, we did not think installer took items, but car was left vulnerable with unlocked doors etc.

Desired Resolution: Replacement of damaged and stolen items from car & repair / refund of unused wrong parts they sold us. Use of new electrical harness vs them using old harness left behind after Alpine stereo theft. Is this a department of Insurance issue?

Karl of Riverview, FL March 18, 2009

I purchased a Whirlpool Washer & Dryer 4 years ago from Best Buy in Brandon FL. After being strongly advised to purchase the extended warranty I complied. I purchased a 5 year warranty that expires in the fall of 2009. In all fairness, I have used the extended warranty once before 2/11/09 with great success. This now appears to have been a fluke as I have been waiting since 2/11/09 for a part/parts to repair my dryer and everytime I call the Geeksquad/Bestbuy, I end up with the same response. 1) Someone will call me back with a status in 3-5 business days. 2)Someone is going to research why the service repair person hasn't returned any calls with the status of the parts ordered. 3)I will be submitted for a replacement because they can't reach the Service Repair contractor and can't locate the parts. 4)Then I'm told my request for replacement was denied because I've had the dryer for more than 30 days and their policy is to have the unit repaired and if that doesn't work they will resubmit another request for a replacement.

I didn't even know I was eligible for a replacement until the Customer Service Rep mentioned it to me and that he didn't see why there would be a problem. Again, I'm told to wait 3-5 business days. I have been told by numerous supervisors that I would receive a return call from them by close of business. This is clearly a trained response and one that is never actually carried out! There is clearly a disconnect with Best Buy/Geeksquad & their local service contractors regarding customer service. I welcome any attorney that wants to contact me regarding a class action suit and will be more than happy to join any existing class action suits. I know my taking my business else where clearly won't affect Best Buys bottom line but I refuse to sit here and take whatever they decide to dish out. So now after six weeks, I end up being instructed to wait 2-3 additional business days for parts that may or may not have been ordered.

As late as 3/16/09 I was told by CSR Amanda and her Supervisor Terri, that the Supervisor, Terri would research the problem and submit for replacement. I would receive a call by close of business. Guess you know by now I didn't receive a call. I call again on 3/16/09 around 4:30pm as this has been a whole day and no return call even though they have more than one number on file, that I update EVERYTIME I have called regarding this problem. So I call again 3/18/09 and now I'm told I was denied a replacement and that the parts somehow magically were sent out overnight on 3/16/09 to the local service technician Mel's appliance and that the supervisor would...you guessed it call me back by the end of the day. I don't find this remotely funny entertaining etc., Mel's appliance doesn't return my calls so I have ceased to call them and apparently they don't answer Best Buys calls because no one has been able to reach them.

Around the 3 week mark, I even requested to have a new local company come and service my dryer and was told that would not be in my best interest because I would have to wait 3-5 business days before another company would be able to contact to set an appointment to troubleshoot and then order another part. I clearly, calmly explained all of this to Ashley who is the Manager for Supervisor Trisha. I asked for Trisha's last name and was told it's against company policy. I asked for an employee number to accompany the first name only that I was given and was told Ashley (employee #152912)couldn't give me that either but she could provide hers and the address to file a formal complaint.

My next recourse is to write a formal complaint to as many corporate officers at Best Buy I can locate, the BBB and any local media. I will picket the Best Buy in Brandon FL. I'm sure this will only result in me being arrested, but hopefully it will bring enough media attention to the poor customer service and extended warranty service Best Buy continues to force feed its customers. Any help that can be provided is greatly appreciated. Thank you,

Rosalie And Reid Barker of Akron, OH March 11, 2009

I am very unhappy with my service with Best Buy. I purchased an Insignia LCD HD TV in April 2007. Model 32 LCD-NS (discontinued model). I called for service, and it took 18 days for someone to come out to look at it. (that was the 1st appt available, fortunately I was available!) On Feb 28, The technician was here for a whole 4-6 mins, and informed me that he had to order a part, and that I would receive a call within 3 days. (I had been without a TV for 3 weeks) I didnt receive a call, but I received a email statement (bill) in an amt that exceeds the amt I paid for the TV.

On March 2, I sent an email to customer service and never received a reply. After multiple calls to customer service, I was connected to the consumer relations department., March 5. I spoke with Billy, and he said that this was wrong, and that he would get me a voucher for a new TV within the next 3 days. He apologized, and said that this should NOT have been overlooked by the Geek Squad, and that he (Billy) would fix the matter. He got a geek squad manager on the phone , Gary, to apologize. Again , they said that I would receive a call within 3 days to get a voucher for a new TV.

I DID receive a voice message 4 days later, that said that the request that I submitted that the unavailable part request was denied, and that I would have to wait for the part. I did not apply for an unavailable part request.' I applied to have a new TV because the amount they are charging to fix the TV exceeds the amount I paid for the TV. I still do not have anyone to help me. I have made at least 9 calls, and the only person who remotely acted in my behalf was Billy. However, his actions did not do ANYTHING for me.

I have now been without a TV for weeks. And no one is helping me. When I call the store, they say that they cannot help me and that I have to deal with 1-888. It is March 11, and STILL NO CALL. I paid a lot of money for this TV, and a lot for the warranty. I haven't had it for 2 years yet. It stopped working at the beginning of February, and as of yet have not had anyone fix or replace it. It is hard to be without a TV. I am ill, and I use my TV a lot.

Thomas K.thomas of Des Plaines, IL March 10, 2009

I bought a laptop computer/DV9408NR/TURION TL-MODEL:GA356UA with a 17screen on 09/02/07 from the BEST BUY STORE.With the installation of some softwares like spy sweeper GS PRECINCT,TREND MICRO AV ,the price was 839.54.(this was a 200 instant rebate price).This computer I bought for my son who is in college.On 12/26/2008 I gave this computer to the above Best Buy store to fix some problems like screen flickering,wireless switch does not work,overheats,battery last less than an hour etc.After 2 weeks they contacted us saying 700 some to fix the problem and I declined it as the price seemed too high.

On January 21 they called to pick up the computer and when I went there they told me that they lost the computer.We told them that we couldn't lose it because so many important files and documents in it.They offered 300 gift certificate or 400 off on computer purchace.We want a fair settlement like a new computer with equal or more memmory and technology,more functions etc.

my son could not do his home works on time because he did not have a personal computer with him.He lost so many important files he needed for future use.

Jh of Arlington, TX March 6, 2009

The MPs player (Insignia) I purchased developed a malfunctioning tuning wheel within a year. I called the repair number and was told they would issue a shipping label and I should return the player for a replacement which they would send within two weeks. The label arrived promptly and I returned the player on January 5, 2009. I noted that UPS had delivered the player to Best Buy/Deal Tree a day later. One month after that I called to ask why I had not received my replacement. I was told the player had arrived, that it was in the warehouse, and they would elevate its status to get it out.

A month later I received a player with a new set of earbuds and computer connection. Only problem was it was the same MP3 player I'd sent them and it worked no better than it did before, still broken. I emailed and got a reply that if I had any questions I should call the number I originally called. I emailed back that for a 59 product I'd already spent too much time and they could forget it. I also told them we'd bought numerous appliances and electronics from Best Buy but they'd lost a customer. Worse service I've ever known with any company.

Much time on the phone getting nowhere. Still have the same defective problem I had before.

Kimberly of East Rockaway, NY March 6, 2009

I purchased an acer extensa laptop dec 29 2008. Within 2 months the laptop started timing out on websites and one night after putting it down and coming back to the laptop I noticed what looked like a feather line and then plaid colors all over the monitor. I took it back to Best Buy to the Geek Squad counter and opened up the laptop. The salesman Victor told me there was a crack in the monitor. However, I could not see or feel any crack. He said it was my doing. I told him he was wrong; the problem with the monitor is internal. I told him to send it back to Acer to have it repaird and he rudely told me that it was not worth it because people replace laptops every three months! I then had him show me some other laptops and he tried to talk me into a extended warranty with the new laptop. I asked him why I would buy a warranty if like he said people replace laptops every three months and he just smiled. He went back to the counter to write up the slip to send the laptop back to Acer and he then came back and told me Best Buy could not send it because it was under warranty.

So, now I'm confused. [They] wouldn't fix it because It's not under warranty, yet Best Buy would not sent it back for me because it's under warranty. Bottom Line: Best Buy sold me a computer for 500 and now will not stand behind their products or help out their customer by attempting to resolve the issue, fix the computer, or since the computer was less than 60 days old and was not abused, would not offer even a discount on a new computer. That is bad customer service and bad business - especially in this type of economy.

I am out %500.00 for a brand new computer. I have looked into getting the computer repaired and the cost is over %200. That is 700 for a lemon laptop!

Poncho of Port Isabel, TX February 23, 2009

As much I have with this new Tosiba and reading all your complaints, it's not worth the trouble writing my complaint down. As a was loyal customer for years as well as my whole family we've been, I feel that best buy has let me and my family down alot. That's alright as there are other company's been wanting our business and more than likely will get it and that's [due] to Best Buy so called professional people working at stores.

AGGRAVATION

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