Best Buy - Gilbert Az
Best Buy Geek Squad - Poor Service, Didnt repair as promised

I purchased a laptop from Best buy & bought the extended warranty, accidental damage protection plan. This was supposed to cover anything that goes wrong with the laptop for 3 years from the purchase date.

I took my 1 year old laptop in for repair after my dog chewed through the AC power/recharge cord. He also damaged the plug where it goes into the side of the laptop.

The Best Buy Geek Squad told me it would take about a week to repair, or replace.
After 2 weeks they called to tell me the laptop was repaired and ready to pick up.

When I arrived, I was told the plug was fixed, but the recharge unit was broken and that I needed to order a new one. (I told them this 2 weeks earlier when I dropped it off). Then they gave the laptop back to me, with a dead battery & no way to run it off AC power, or to recharge it & said here you go. They even asked that I sign the repair paperwork.

I asked if anyone had thought to replace the power unit when it was in being repaired
And the reply was that's not what they do.

Since it was still impossible for me use the laptop in this condition, I asked the store manager Art if he considered this an acceptable level of service. His response was yes. He went on to indicate that he didn't understand why I would disagree.
His attitude was, we fixed it I asked him how he knows this, since its still dead. He told me because I know they fixed it.

I tried to convey to him that the thing still didn't work & how could this be considered as fixed & ready for pick-up. During this entire conversation Art still acted as to not understand there was any problem here. Either he was pretending, or is so dense as to not understand.

I now sit here several days later with a laptop that is still dead & no way to recharge or run off AC. I'm surprised Best buy would consider this acceptable. So much for the $300.00 extended Repair plan I had. Maybe Art needs to re-take customer service 101.

Company: Best Buy - Gilbert Az
Country: USA
State: Arizona
City: Gilbert
Address: Williams Field Rde & Loop 202

  <     >