I must say the staff in the Best Buy Store in Fort Gratiot have been both courteous and cooperative (Geek Squad included). No problem there and I would not want them to be maligned by this report. It is Geek Squad in Cleveland, Ohio where my computer is sent that is the problem.
November 21: DVD's would not erase or write. Geek Squad returned it saying there was no problem and stated everything was working fine. I know it definitely was not when I took it in. I am quite knowledgeable in computers (no formal training, but have done a lot with them).
It worked fine when I got it back... Except I was in shock that the lid was warped so that the computer would not shut down when I closed the lid because the lid would not contact the shut-down button. I decided to leave that complaint until I took the laptop in at a later date. I needed the computer for my work.
May 7: I took the computer in because it would not boot up saying there was a missing file. I addressed the issue of my lid with Geek Squad at the same time. It was returned stated there was nothing wrong but the file error normally comes up when the compter tries to boot to the optical drive and there is no disk in the drive.
I knew this was not true because I had tried to do a system restore with the restore disk from Toshiba and it would not recognize it. They also said the lid problem wa normal wear and tear and did not repair it. This was not true; they warped the lid.in any case the warranty says they will fix normal wear and tear.
June: I was away from home so I did not pick up the computer until the middle of June. I took it home and now it would not recognize the optical drive at all so I took it back the next day. The manager of the store and a Geek Squad technician got the optical drive to work so no service order was
made out.
July 6th: I took the computer back because the optical drive was working only intermittently. It was a removeable drive so I took it out and looked down into the bay and noticed a broken piece where the contacts are. I assumed the contacts were shifting because it did not have to seat in one spot. The Geek Squad technician agreed that the broken piece should be fixed and they would also check the optical drive.
July 20th: My wife picked up the computer. The next morning I was going to use the computer to install a program and the computer would not recognize the optical drive. This was the same problem I had taken it in for.
I took out the drive and looked into the bay and they had not repaired the plastic piece. I needed the computer so I limped along with it until August 1.
August 1: I took the compter in again and was very firm about getting everything fixed this time.By now I had driven 20 hours back and forth to the store. The computer now gave an error message that the hard drive was about to fail. I insisted that the lid be fixed, the plastic piece be repaired, and anything else that needed repaired.
August 21: My daughter had picked up the computer because they had called me from Cleveland to askd if I wanted the hard drive backed up. I had told them no at the staore so I don't know why they called me. The man said they computer would be in the store in two or three business days because everything was done. I assumed that meant I could just pick up the computer. I found out he should not have called me because they had to do a restore on the computer at Best Buy after the computer was back at the store. My daughter picked up the computer and natrually nothing worked when I got it home.
August 22: I took it in on August 22nd and they told me that the man should not have called me. Now we are at 30 driving hours. They had replaced the hard drive, the optical drive, and they did fix the lid. But the did not repair the plastic piece.
When I showed the manager and the Geek Squad technician the broken plastic piece, the manager stated clearly that the plastic piece should have been repaired. So he sent the computer back.
I had also talked to a Best Buy complaint supervisor on the phone and he recommended that I suggest to the manager that they give me a no-lemon replacement for all my inconvenience. The manager felt the same but said that only Geek Squad could authorize it. (The complaint manager told me the same).
August 31: I got a call from Best Buy that my computer is in and fixed. Geek squadd would not give me a no-lemon replacement. I will find out on September 7 if they have fixed the plastic wall.
I am amzed when I read all the complaints about Geek Squad in "usacomplaints.com." I thought I was the only one and wondered if I were too picky.
Thank you for the confirmation that I am not the only one. As much as I like Best Buy store staff, i am afraid I am finished with best Buy after everything is settled.
JB
Port Huron, Michigan
U.S.A.
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