My Experience with Best Buy
Sunday, April 30
1.) My computer was not letting me access the internet.
2.) I spent the day taking on the phone to SBC technical support. I talked with three different computer technicians and they told me that I had Adware/Spyware on my computer. They tried unsuccessfully to remove the program. They said that the computer would need to have all programs removed and reload the manufactures software and that I would need my all of my data backed up. They recommended that I call around to price compare this service.
3.) I called a small computer company that does home-based repair. I described the problem without mentioning the solution that SBC had given me. Just to see if they would offer the same solution to my problem. He told me the same thing, that my computer would need to have all programs removed and reload the manufactures software and that I would need my data backed up. He told me his initial fee for coming to my home would be $49.00.
4.) I called Comp USA located at Westheimer and Post Oak. I spoke at length with one of their most helpful technicians. I once again described the problem without telling him what other people had already told me needed to be done to my computer. He told me the same thing, that my computer would need to have all programs removed and reload the manufactures software and that I would need my data backed up. He told me that they would charge $170.00 and that I would have my computer back within 24-48 hours.
5.) I called Comp USA located in the Royal Oaks shopping center on Westheimer. This is where we took our computer when the lightning hit. Once again I told him the symptoms that my computer was having and he told me the same thing that my computer would need to have all programs removed and reload the manufactures software and that I would need my data backed up. He told me that they would charge $200.00 and that I would have my computer back within a few days. He also told me that they would load all of my software programs at no charge to me!
6.) I called Best Buy located off of Highway 6 North. Once again I told the computer technician the symptoms that my computer was having and he told me the same thing, that my computer would need to have all programs removed and reload the manufactures software and that I would need my data backed up. He told me that they would charge $169.00 and that I would have my computer back within a few days.
Monday, May 1
1.) Immediately after work, my husband and I decided to take the computer in for repair. I insisted that we take the computer to the Comp USA at Westheimer and Post Oak. I said that the technician sounded the most knowledgeable of anyone that I spoke with and I just had a good feeling about taking our computer to them. This store happens to be located the farthest from our house. My husband talked me out of taking the computer so far away. He said that Best Buy will do the exact same thing and they are located just 10 minutes away. After all, why should we drive that far and pay $1.00 more for the same thing?
2.) We took the computer to Best Buy and they hooked it up to a diagnostic machine. We waited about 30 minutes and we were told that the diagnostic machine for some odd reason was not working with our computer. I told the technician that was helping us that we were quoted $169.00 to reload the manufactures software and back up my data. He says that we would need to pay another $100.00 on top of that for our data to be backed up. I told him that I was just quoted $169.00 yesterday on the phone for the data to be back up and all of the programs removed and reloaded. He said not to worry though he would not lose our data and that it REALLY wasn't necessary to wipe our computer clean that he would be able to remove the spyware/adware without taking so drastic of a step and without losing any of my data.
3.) I had all of the factory disks with me and I tried to leave it with him, but he said that it wouldn't be necessary. I thought it was kind of strange that other places said they needed these and he said he didn't. He just acted like the other people I spoke with yesterday were not as experienced as him.
4.) We asked when our computer would be back and he said they were very busy this week. I said Can you have it ready by Thursday? He answered Yes, that is a very conservative estimate.
5.) He then asked us to pay for the $169.00. He asked me to sign by the X. I read what the by the X was and it said Best Buy was not responsible for Data Loss!!! I freaked out and said what does this mean? I will pay $100.00 more so that you will not lose my data! He laughed and assured me again that that would not happen. He says he's trying to save me some money. He says they remove Adware/spyware all of the time without wiping the computer clean or losing any data!
6.) We left with a sick feeling. We were asking ourselves, What just happened? These people have our computer and they just had me sign something saying that it was OK to lose data even thought they had verbally assured me that that would not occur. They also had our money in advance of the service being performed. I had seven people tell me that it was necessary to wipe the computer clean and back up data, but the one who we left said that it wasn't???
Thursday, May, 4
1.) We had no message for us on home, work or cell phone telling us that our computer was ready. I am a little worried about this; they said that a conservative estimate was Thursday. Comp USA said they would have it in 24 -48 hours. Why is taking so long. They probably will call tomorrow. If they don't call me I am going to call them.
Friday, May 5
1.) It is about 12:30 and they have not called about the computer. I think I will call them to see if it is done. I tried to call about five times and their number rings and rings and rings and rings and rings. I am calling from work and I teach kindergarten and I just don't have time to do this.
2.) Eventually I got through; I spoke with a technician. He seemed very nice and he told me that they hooked it up to a diagnostic machine and that the machine for some odd reason was not working with our computer. Wait a minute??? Didn't we already do this on Monday??? We waited for 30 minutes while they hooked it up to a diagnostic machine and it wasn't working then on Monday. What have they done for the past four days?
3.) I explained that I need my computer to do a bunch of school work on. I told him that I have thousands of documents on my computer. I told him the other technician assured me that he would not lose my data. He laughed and said NOT to worry they were not going to lose my data.
4.) He said that he was going to make our computer a top priority! I asked if I could pick it up on my way home from work today??? I told him that I was planning on leaving around 5:00. He said he would call me when it was completed. I gave him my work number. They already had it in their paperwork, but I felt like he may need it again. I never received a phone call at work. I stayed at work until 7:30PM. No phone call as promised.
5.) I got home at about 8:00PM. My husband says Didn't you call about the computer? Yes, but the guy never called me back and I told him what had happened. He says Why don't you try again they are open until 9:00. I tried calling again and their phone just rang and rang and rang from 8:00 until 9:00 PM.
Saturday, May 6
1.) I try calling Best Buy the phone just rings and rings and rings.
2.) Since I still can't get through on the phone, I think I will just stop by Best Buy and get my computer. Surely, it is done now. I show up and I speak with a computer technician. He tells me that he tried to call me but the phone just rang and rang and no one answered. How strange; I have voicemail at work, on my cell and I have an answering machine at home. He tells me that the phones have not been working too well and that it is really bad if employees at Best Buy can't even call in sick!
3.) Can I pick up my computer I ask? Well he tells me that it was really difficult to remove the adware/spyware from my computer. Guess what??? Just like seven technicians had told me last Sunday he tells me that they would need to remove all of the programs and reload the manufactures software and that I would need my data backed up and that that would be an additional $100.00. I told him I would pay that, I just don't want ANY of my data lost.
4.) He said that one of my windows programs got deleted when they were removing the adware/spyware. He said I need to go home and get the manufacturers disks. I told him that I tried to leave these with you on Monday. That this is really an inconvenience to drive home to get them. But I will, because I need my computer.
5.) I told him that Comp USA said they would wipe the computer clean and do data back-up for either $170.00 or $200.00. He told me that Best Buy does not price compete with Comp USA. He told me that I could take my computer to Comp USA if I wanted, and that they could refund everything to me except the diagnostic cost. I didn't even ask what the diagnostic cost was. I just had already been without my computer for so long. He told me one of my files was missing. How would Comp USA know which one and what had been done to my computer? I would probably end up paying around $300.00 anyway once Best Buy took out their diagnostic cost and I paid Comp USA. Besides the computer technician assured me that he would make it a top priority to fix my computer that night before he left at 5:00.
6.) So, I went home and got my disks and my husband and drove back to Best Buy. I gave the computer technician the disks. He told me that because of all the trouble that I had with Best Buy and how long I have waited that he would waive the $100.00 data back up fee. He assured me that he would back up the data. I told him that all of my teacher files are stored in MS word, Excel and Print Master.
7.) I went home and the computer technician called about an hour later and asked me where all of my data was again? I told him that it was in MS word, Excel and Print Master. He said he was just double checking to make sure that he got it all. I thanked him profusely for his help and asked him to PLEASE make sure that he backed up my data before wiping my computer clean. He assured me he would.
8.) He tells me that he will have my computer done and all of the Data loaded back on the computer by when he leaves tonight. He tells me he leaves at five, but he will make sure that it is done if not, then he will leave it for another technician to do.
Sunday, May 7
1.) My husband and I go to Best Buy to pick up the computer. I get it home and immediately call SBC to get back on line. I haven't checked my e-mail in a week. I get all of that working successfully!
2.) I began looking for my data. I can't find any of it!!! Where is it? When we took our computer to Comp USA two years ago they had saved it all on the desk top for me in a folder called old system. Is it because I don't have my Printmaster program installed again yet? I install Printmaster. Where are all of my word documents? Where are all of my Printmaster documents? Oh, No! I forgot I also have Kodak pictures from vacations on there. Comp USA was able to retrieve all of those for me two years ago. I can't find any data!
3.) I frantically call Best Buy. Their phone just rings and rings and rings and rings. I try about 20 times!
4.) Eventually someone answers. I don't remember the technician's name, but he says if they had loaded the data on the computer that it would be on my desktop in a file called old data files. I don't have that!
5.) He says not to worry they still have the data and just bring my computer up to Best Buy (again) and they will have it for me sometime today. I said about how long. He said he would make it top priority (sound familiar?) and that it would take an hour. I told him that my husband and I are coming up there and we are going to sit there and wait and that I wanted to see the data on my computer before I left.
6.) We take the computer back to Best Buy. They hook it up to a machine to transfer all of my data. My husband and I sit down to wait. The longer I waited the madder I got. I had work to do this weekend! I am swamped with things that need to be done on the computer! This is my husband's only day off this week! A person that looked like a manager walked by. He tells us that he is second in charge of the store. I asked if I could speak with him. I told him our whole story (up until this point). I told him how upset I was with Best Buy. He says not to worry they are transferring all of my data now. He tells me that he heard a similar complaint from another customer today. He tells me they have just recently hired a manager for that Geek Squad department. He was very sympathetic and he gave us a free gift. Wow a jump drive so I can back up my data in the future and not just rely on my hard drive. He even showed me how to use it. Thanks for the free gift, Best Buy! We were happy. The manager said sorry to us, we had a free gift and they were downloading all of my data for me now.
7.) About an hour and a half later, the computer data is transferred according to the technician. Ok, can I see it? Wow! There are all of my PrintMaster documents!!! Hey, what about my hundreds of MS Word documents??? Where are those??? We wait about another fifteen minutes as the technician scrambles around to other computer and searches for files. He calls the other computer technician from the day before to ask where they are. He can't get a hold of him. My husband goes to tell the manager who gave us a free gift and the manager shrugs and says they will need to talk to the computer technician in the morning to find out where the other half of my data is. My husband tells them I will be very upset if my data is not given to me as promised. I just feel like crying!
9.) We take our computer home and hook it back up (again). I have tons of work to do tonight on it.
Monday, May 8
1.) I have taken a personal day today. I am glad because if they need me to bring back my computer to Best Buy I can. I have a really busy week and it will be hard for me to make time during the week for this.
2.) Best Buy opens at 10:00. I call at 10:30. The phone rings and rings and rings ands rings.
3.) Finally, after 3 or four attempts to get through the computer technician picks up and I ask him about my data. He says he spent a long time transferring all of my data from my hard drive. He says that he is really short handed today and that two people called in sick. I think in my mind that, I am glad that the sick technicians were able to get through since it appears very hard to call in sick at Best Buy. It also is very hard for customers to call Best Buy.
4.) I told him that I had my all of my Printmaster data but only five word documents, that I am missing hundreds and hundreds of important MS word documents and Kodak family pictures. I tell him that these documents are very important to me and my job as a teacher. I have worked for many, many years on these documents. He tells me that he will make me top priority and he knows that they are there.
5.) I ask him if I need to bring in my computer. He says not yet at least. Let him look through the data that he downloaded on his computer at Best Buy first.
6.) He calls at 11:45 and tells me he has found lots of HTML files. I thought that HTML are Printmaster, I said. He tells me not necessarily. I said again that I only have five MS word documents currently and that much of my data was kept in a folder under word called old system from when Comp USA had retrieved my Data two years prior. Please find those documents for me. He tells me that he would keep looking and call me back shortly. This is the last phone call I have yet to have received from Best Buy.
7.) At about 3:30, I haven't heard from him, I call him back. Guess what??? I can't get through the phone just rings and rings and rings. I try many, many, many times.
8.) It is 6:40 now, I haven't heard back from Best Buy yet. So I try to call them again. No answer the phone just rings and rings and rings. I guess they are still looking for my data. Or maybe that is just wishful thinking on my part.
9.) I e-mail this letter to the Customer service department at Both Best Buy and Comp USA.
Wednesday, May 10
1.) Comp USA sent me a thank you letter from their customer service department. They said that they are forwarding my letter to their management so that they can continue to provide customers with quality service.
2.) Best Buy responds to my letter via e-mail. Please see their attached e-mail entitled first e-mail correspondence from Best Buy. It almost seems like a standard form letter. It didn't seem like they are really interested in my complaint.
3. I responded to their e-mail. Please see my attached e-mail entitled Reply to first Best Buy Response.
Thursday, May 11
1.) Best Buy Responds with another form letter e-mail.
2.) I responded to their e-mail. I have asked them to have the (GM) please call me regarding my data recovery.
Friday, May 12
1.) No response form Best Buy via phone or e-mail at work or home.
Saturday, May 13
1.) No response from Best Buy via pone or e-mail at home or work.
Sunday, May 14
1.) No response from Best Buy via pone or e-mail at home or work.
2.) I revise and edit my original letter sent to Best Buy customer service and I am mailing it tomorrow to ten different entities to see if I can get some help with my data.
I am so saddened by my experience with Best Buy and the Geek Squad. I have always loved the store and its products. I never would have thought that it was possible to receive such poor service from them. My husband and I enjoy shopping at Best Buy, but do not feel like we can ever again. We feel our experience with Comp USA and in turn Best Buy warrants this letter to be sent to both corporations and the Geek Squad Corporation along with the Better Business Bureau. I am also planning on sending this letter to three local news stations in our Houston area. They often have reports about businesses that have failed to provide service as promised to their customers and have not even responded to them. I think that consumers need to be made aware of a level of service that they will receive at these stores. My number one wish is to have all of my data returned to me. However, if they have lost the data, they should at least have phoned me back to tell me that. I feel like I am completely at Best Buy's mercy. This should never have happened. The people that Best Buy hires in the Geek Squad Department appear to be teenagers who, yes, know a lot more about computers than I do, but obviously do not value the importance of hard work, reliability, promises and good customer service. After not receiving a phone call form the GM at Best Buy Copperfield and receiving two form letters from their corporate customer service department, I wonder even if the grownups value good customer service. If I ever need for my computer to be repaired again I will take it to Comp USA. I plan on sharing my positive experiences with Comp USA and in turn my terrible experiences with Best Buy with all of the teachers I work with, friends and family. Let me ask you this, now that you have heard my about my experiences with Best Buy (Geek Squad), where would you take your computer to be repaired?
Anne
Houston, Texas
U.S.A.
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