In December, I took my laptop into Best Buy, because the battery would not charge. Since I could not charge the computer, I could not back up my data, so I had to spend $200 to get them to back it up before they sent it in for repair.
Unfortunately, when I got the backup drive home, I realized they only backed up a small fraction of the data. Fortunately I discovered it before they sent the computer off, but I had to drive back to the store (30 minute trip each way). I got the computer back in 3 weeks, and it was working fine.
In February, it stopped charging again. I took it in again, since it was covered under an extended warranty that I purchased when I bought the computer. The Geek Squad agent said since it was a re-repair it would be first to be repaired, and I should get it back in a few weeks.
A few weeks went by and I got an email from the service center saying my computer was approved for an exchange. That sounded nice, but I wanted my old one back. I am a freelance writer/photographer, and all my copyrighted work is on that computer, as well as my financial data. I was told to call the store.
No one answers the phone at the Best Buy in Normal, Illinois! After two days and after leaving several messages, I finally reached the Geek Squad at the store, only to be told they could not get my laptop back from the service center. I was told as soon as they are approved for exchange, the unit is stripped down and sent off to the manufacturer. The representative agreed to email the service center and see if he could get it back. I was told they could not call the service center, only email. At that point, I called Best Buy Customer Service, and they did not understand why I could not get the hard drive returned to me.
The next day I called back and talked to another Geek Squad rep who said they cannot get my computer back. I asked him where in the repair contract I signed did it say that they could keep my property? I brought it in for repair, and if they weren't going to repair it, I should have been given the option of having it returned unrepaired. I would have rather just had the broken unit back and taken it elsewhere, since it had many software programs that I will now have to download again, etc.
I was put me on hold for 30 minutes (no joke). When the rep came back on the line, he said it was not in the contract, but in the pamphlet I got when I bought the extended warranty 2 years ago.
My husband went into the store and inquired about getting my computer back. He was told it could not be returned.instead, we were given a new laptop, which is nice, but I want my data back!
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