My husband purchased a laptop computer from Best Buy $900 as well as the Geek Squad protection $169.99 plan and paid for the computer to be set up $69.99. The screen has gone out on the computer 3 times and the CD rom drive has gone bad. The computer has been in for service more than it has been out. I renewed the Geek Squad service plan due to all the problems that I have had with the computer (more money$). Best Buy tells me the computer cannot be fixed and they will replace it (I had previously replaced the laptop as I needed a reliable one for work). On my first visit after I found out about the replacement I was told to pick a laptop with up to a $900 value. I wanted to look online at models as I was short on time and wanted to due some research on reliability. When I had a couple of models picked out and returned to Best Buy I was told that now they want to replace my $900 laptop with a $650 laptop and not give me any credit for the additional monies I spent for the Geek Squad protection, set up or renewal of protection. They state if they replace with the $650 computer, I will now have to pay for set up of the new computer and I will have to pay for a new Geek Squad protection plan. My computer was in the shop more than it was out and now they want to replace with a computer of less value and I still have to fork over monies for the Geek Squad services. I requested store credit for the $900 purchase price and was told I could not get credit, that it would be a replacement of a laptop. After 25 minutes the Geek Squad person walked away and said they would be right back, after another 8-10 minutes and no one coming back I went to the cashier and requested the managers name and store phone number as I was not going to stand around and not get any answers.
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