Best Buy Geek Squad
Run Around Over Repair Under Extended Warranty at Tallahassee Store

On December 2, I carried my daughter's Sony Vio laptop to the Tallahassee Best Buy for repairs. After waiting in line for approximately 20 minutes while staff lingered around and tried to get customers at the counter to pay additional upgrades, I was finally waited on. When I purchased this computer for my daughter I also bought an extended warranty. I explained what all was wrong with the computer and the tech JWH told me that only one problem could be fixed at a time.

Then he told me that because my warranty is close to running out that I may have to pay for the repairs. I explained to him that is what the extended warranty is for. He said it was possible that the computer would not get to the repair center before the warranty end date and therefore I may have to pay for repairs. All the time he didn't want to hear what I had to say. I then asked to speak to the Geek Squad manager. He stated he was the manager.

So I asked him to call the store manager over. He stated he would but it would take time. He went to the customer service desk and then came back. In a little while a female came over from the customer service desk and tried to assist me. I asked if she was the manager and she said no. Then she tried to tell me that if I extended my warranty I would have no problems. Finally after approximately 25 minutes the general manager showed up. He too tried to tell me that I may have to pay for the repairs.

It seems every time I have had to deal with the Geek Squad in this store I have gotten the run around. After about another 10 minutes they finally decided to fill out the paper work to repair my daughter's computer. Needless to say that by now I was fuming mad. On Monday, December 5, I called Best Buy corporate office to explain my ordeal. I spoke with customer relations agent Christopher. He stated that I should have never been told that I might have to pay for the repairs.

He further stated that my concerns would be passed on to higher management to be addressed. Now I am waiting to see when the computer is repaired and returned to the Tallahassee store. Heaven forbid if they say I owe for repairs.

Company: Best Buy Geek Squad
Country: USA

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