Below is what happened to Ryan and I for the past few weeks with Best buy and how they rip off customers! Please please please, LEARN FROM OUR MISTAKES! Pass this on because NOONE needs to be taken to the cleaners like they are trying to do us! This is a major marketing tool they are using to boost their new computer sales!!! DON'T fall Prey to them!
Ryan's Computer was ONLY a couple of years old and in perfect condition until he uninstalled his Antivirus protection because it was expired. Thus he crashed his hard drive! The only reason I wasn't fixing it was because he had to learn from his mistake!
10/15 4 PM we took in Ryan's Sony Viao notebook in to have the Geek squad install a new hard drive, and use is restore disks because he uninstalled his anti virus protection and it crashed his system. (we took in the power supply, and restore disks). We started out with Raymond Olsen and I explained to him I was a network admin and my husband was paying for his own mistake because I wasn't taking it into my office at work and having them fix it for him. He was laughing and at first he seemed very helpful. He told us that they had to charge 69.00 to run a diag on the system, I said that was fine, and then another 127.00 to install the hard drive and OS system back onto the computer and we should have it back in a couple of days.
10/17 6:09 PM, we received a phone call from Best Buy from a tech named Chad or Justin. Stating that there was a mother board issue and the system was being sent to Sony because they couldn't fix it. I asked them how much that was going to cost me and they said it was still under warranty and it wasn't going to cost anything. They said it would take a week and a half to get the system back in and they would finish up on it. SO I gave my OK, and off it went to Sony.
10/24 5:30 PM, Phone call from Best Buy Chad saying that they needed the restore disks before they could do anything else to the computer. I told them they were turned in with the computer and if they lost them then that was on them. They said they would find them and call us back to let us know when to come get the computer. He stated it was back from Sony and good to go.
10/25 10:07 am, Tech called from Best buy and left a message on our answering machine stating that our restore disks were bad and we needed to call Sony and get a new disk before they could restore the system. He left a phone number for Sony which was the wrong number, and I called Sony and got the information needed, and inquired about the motherboard being installed and hard drive switched, and they stated they never had a trouble ticket opened on our computer, and that the Geek Squad had never been in touch with them regarding our computer. They also stated that if they had put in a new motherboard it wasn't covered under warranty and that it would have cost us over 800.00 for the motherboard not including labor. They said Best buy was lying to us. That afternoon we went back into to Best Buy to pick up our computer and Raymond Olson was on duty working again. He was distracted with helping out another tech, and being a tech short, and he told us that they had made copies of our disks and it kept on getting stuck on Disk 4. I did tell him that was no problem I wouldn't have a problem getting a new disk, but I also asked him if they tried F 10 at anytime during the installation process and he said NO, what does that do? (It automatically boots the installation from the memory to install without CD's and he didn't know this). He told us that the lap top had never left the store and that it was never sent to Sony, but that the Diag showed everything was fine. He did refund the 127 to us, and his Papa Johns Pizza showed up and he was too wrapped up with taking care of his PIZZA Order to show us the system would power up with the plug or anything.
After picking up the computer, I ordered a hard drive for the lap top and I took the computer into my office when I got it in. WE tried installing the hard drive and the computer WOULD NOT turn on. (We received the hard drive on 6 November). WE took out the old hard drive and ran the diag at work, and the hard drive came back corrupted and never replaced. We then opened up the back of the computer and without touching anything it was clearly seen that the AC power adapter which into the back of the lap top was broken off the motherboard. I closed the case back up brought it home and called Best buy on 7 November at 6:43 PM, and asked for the manager on duty. I was giving to Kerry, and then Transferred to Cecil in the Geek Squad. I explained the problem to him, and told him that when the lap top came in, what was suppose to be done was a hard drive replacement and restore. I explained to him the above events and how everything had happened and that I understood mistakes do happen and that sometimes someone could have tripped over the power cord, or dropped the pack putting too much pressure on the AC adapter which caused it to break. I told him I wasn't upset, but that I was willing to work with them on this and meet them in the middle as far as the motherboard was concerned because I believe it was broken at their store. I also told him that the diag was never done on my lap top because if it would have been done they would have clearly been able to see the hard drive was corrupted and there was no way it would have checked out, I told them there tech didn't do his job, and he signed off on the work and got paid for a job that he never did and I wondered how many other customers he'd done that to. Cecil told me there was nothing he could do that I would need to speak to Raymond Olsen regarding the problem because he was the Geek Squad manager and that he wouldn't be in until The next day. I told him that was fine to explain I understood mistakes could happen, but to meet me in the middle on this. (I was calm during these conversations and never once took a rude or hateful tone).
11/8 3:50 PM, Received a phone call from Eric from Best buy he left a message and I returned his call when I got home. He told me they needed more information on why I was calling so again, I explained all the above information and he said that something definitely didn't sound right and that they do make exceptions in some situations, He said he read where it was working fine when they received it and he stated this was one of those situations and that we needed to bring back in the computer to have them see what they could do to help us fix it. He stated they were going to work with us on this and we didn't believe there was going to be any issues.
11/9 2:30 PM, Ryan took the computer back into the geek squad along with the new hard drive I had purchased. As soon as he showed up they were all extremely rude to him and told him that there was nothing they could do to fix the computer because I had taken it up to my office and opened it up and they said they didn't believe any of it was there fault because they had all the trouble tickets on the computer and that it was working fine when it left the store. Raymond Olsen told Ryan I was lying and that he powered up the computer for me before we left the store, which he never did because he was too worried about his pizza. Ryan called me and I came up at 2:45 PM. While Ryan was waiting for me he asked Raymond if there was anything he could do to fix the computer, and he said NO SIR, You need to buy a NEW Computer and we have some really good sales going on RIGHT NOW in our computer department!" Ryan went and sat down and waited for me to show up. I showed up, Raymond met me at the counter and was rude with me as he was telling me there was nothing he could do because it was my fault for opening up my computer and touching the inside of my computer and that I had no business doing that. He told me I was lying about the problem because he powered up the computer for me before I left the store! I told him that wasn't true, and I wanted to see the security camera for the exact date and time We picked up the computer because he never did that. He refused saying he didn't have to do that because it was working, and I told him if that would have happened it was running off the battery because the AC adapter was never plugged in, and he began to argue telling me that it was plugged in and I told him that was pretty hard considering I remember holding the damn thing in my hands while he was talking to me. I had a pen and notebook in hand and taking down information while he was standing there, I asked him for his full name, and how long he had worked for Best buy, he said about a year, and I asked him what kind of computer background he had and he quickly became very rude and irritated with me and snapped at me and told me that was none of my business, and he didn't have to tell me that! I told him Oh ok, Then you can give it to my attorney, and he got extremely rude, started talking fast and telling me I'm going to have to ask you to leave now because you've brought up lawyers and lawsuits and I can't talk to you anymore! I told him that I was sorry to see it come down to this because I was asking simple questions and he was getting defensive and he kept on saying I'm not allowed to talk to you anymore! I told him that all he had to do work with me on this and none of this would have ever had to happen and he gave me the 888bestbuy number to have my attorney call because My attorney wasn't talking to him directly! I told him we'd see about that, and I told him that he just lost a lot of business and We walked out the door.
I have NEVER been called a liar before especially when it came down to music and computers, I took the computer to a friend at Titan Computers here in Fountain and he confirmed everything the tech's at the college told me was wrong with the computer, and I know that the tech's at best buy broke Ryan's computer and when they told him that he could go buy a new computer in their department because they had really great sales going on that showed me right there that they are breaking computers on purpose to bring up revenue for new ones. THAT IS TOTALLY WRONG! I also believe being rude to a customer that was totally nice and understanding about this whole situation was the wrong thing to do as well.
Jennifer
Fountain, Colorado
U.S.A.
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