Best Buy
Geek Squad Sound Card Diagnostic Mix-up and Disputed Refund

Visited this store to have them check why our PC sound was not working. Geek quoted $200 for diagnostic and replacing the sound card plus adding a 1 GB. (I also asked at the time if that was enough to support a AUTOCAD program to which he replied it would need another GB as well for an additional $100) TOTAL bill: $310

He called back the next day and told us he had made a mistake and the problem was not the soundcard & they would try to figure it out. My husband and I were ill meanwhile... We waited - someone finally called/said they didn't fix it & we were due a $150 refund. Also that it would take $150 more to find out what was wrong w / it, one of us returned to the store to just pick it up & get our refund.

First, they could not find the PC for 20 min Then there were no notes as to what had been done (they were in the dark) so they opened up the hard drive and took out the sound card and checked for the two GBs.

He then proceeded to explain that the PC could not take more than 1GB tho I was quoted for two and we would get $80 dollars back. (So we were being charged approx:$230: $124-1 GB, $40-memory install and $70-a worthless diagnostic) Why were we quoted $150 refund and Why were we told & charged for installation of 2Gb?
I was amazed! In short, I left with the PC thinking he had given me $80 credit when we swiped my card.

Got home and filed my complaint with customer service after I did not see the refund for a few days. The store manager called later and said we should expect our refund on the bank statement. A cust serv rep called and said that we were not overcharged and that the Geek had given me $80 Cash! We still have no sound and the computer isn't finding a sound card now.

We were not given the $150 refund that the Geek called us about (which would have covered the sound card & installation with the diagnostic) Though we were told by the manager and cus service that we had gotten a refund for $80 we still are out $335 and only have 1GB installed.

This is not resolved and I will continue to tell everyone I know about my business with BB until I get some restitution.

Company: Best Buy
Country: USA
State: Texas
City: Bee Cave
Address: Hwy 71
Phone: 5124029064

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