On January 6, I took my wife's laptop to the Geek Squad desk at the BestBuy at Firewheel in Garland, TX. The magic memory stick was inserted by agent Pat and it said there were numerous Malware/viruses onboard. Told we needed virus protection, back-up and cleansing, I paid $502.25 with a promise of completion in "3-5 days".
On the fifth day, I returned to ask for an update. "Oh, sorry, that's going to take a couple more days."
On the seventh day, I returned. "Oh, there were 240 viruses and we were not able to remove 2 of them. We'll continue to work on it, but maybe you should have us erase the hard drive. Then you can reload your programs at home." No, thank you. Do what I paid for. "It'll be a couple more days."
I returned on the ninth day. "There were 31 viruses; we just keep finding them; it'll be a couple more days."
Please understand, this is my wife's work computer. At this time, she was the Regional Vice-President for a national non-profit. Hundreds of sick and dying patients depended on her work for services. On the 10th day, she was flying to California because her mother's cancer recurred and she is now terminally ill. While traveling, this computer allowed my wife to keep the work of the Foundation running smoothly. We had to incur unnecessary inconvenience and expense because "3-5 days" was marketing, not truth.
I did attempt to deal with this by phone at 1-866-BestBuy, but after 5 1/2 minutes and 3 phone trees, the recording said that my call could not be answered and hung up on me.
After more days passed, I tried the 866 number again, spoke to a service rep who then, evidently, talked to the local store. At that point I received my first phone call from the store. I picked up the computer.
Now we find that the Internet access doesn't work and the sound system doesn't work. They both worked when we took the computer in.
We've had to spend another $200 to have someone who knows what they're doing fix it - overnight, by the way. BestBuy's people don't want to talk about it and the only decent person, whom I met through our Chamber of Commerce, has come to his senses and left the company.
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