Geek Squad Reviews

But then Best Buy had to send the tower to HP in Toronto for repair. It would take two to three weeks. My data would be wiped from the hard drive. So, I had to buy a flash drive at a cost of $20.33 and have my data downloaded at your Coventry Road location at a cost of $100.89. Would it have killed you to take a new HP CPU out of stock and transfer my data immediately without charge? Apparently it would, because on September 25, 2011, I had to buy an Acer AX3990-EB20P at a cost of $489.84 so I could continue to work on my home-based business. And what did the Geek Squad representative at Coventry Road suggest? He asked if I could borrow a friend's computer or use a library one in the interim. As of this date, October 18, 2011, I am still without your HP Pavilion P7-1042 product. No communication from HP's brilliant service staff either.

I purchased the warranty on my son's Wireless Xbox 360 headphones because I know he uses them every day. Well, one of the ear pieces snapped off of the headset, so I take it to Best Buy. They basically told me that he only had the headset for 6 months and the computer would not let them return the item as normal wear and tear because it had only been six months and it was out of policy. How is it out of policy when I have a two year warranty and it's only been 6 months? Are you serious?

Nobody tells you that when you purchase the warranty, you have to verify with a computer whether the product has been used long enough to determine if it is normal wear and tear or an accident. The headset only costs about $30.00, not like it would have hurt Best Buy's bottom line. No more Best Buy.

On October 1 and 3, I brought it in for the same problem (screen not going past start up screen). On October 3, in the morning, the Geek Squad tried to fix it remotely over the phone by controlling my computer via the web, although they couldn't fix it as the computer froze. I brought it in. I was told if the problem doesn't occur in their possession, then I will be "out of luck" and will get the computer back. The tech named Raul from Geek Squad in West Hartford told me that.

My husband took it back 3 times in one day. They said they fixed it, but it may take up to 2 days to "kick in". I may not be computer savvy but I didn't just fall off the turnip truck either. I am not made of money to pay these idiots. We called corporate and they were just as stupid. I am so done with Best Buy & their Geek Squad. Did you know that those people aren't even trained to do this? It's all hands on. We've purchased more than $10,000.00 worth of computers, phones, 2 laptops, monitors, music & games from them . That is done.

Later, I called Best Buy corporate and narrated the episode. Someone apparently noted the details but never gave me a complaint number and Best Buy did not bother to contact me back. My feeling is that Best Buy is approaching that point in size were it is becoming indifferent to customers. Big mistake; service quality is important in the retail business and there are alternatives.

Watch out - other behemoths have collapsed in the past, all it takes is enough arrogance.

When I went back and had to stand in line for over an hour to get service, the glib representative acted as if it was my fault and denied any responsibility whatsoever. While I can deal with screwups and incompetents (an accurate description of the geek squad), I will not accept their failure to take responsibility and correct the problem. It will be decades, if ever, before I purchase anything from Best Buy again.

I went to Office Depot and spent over $200.00 to replace the word and the security system.

It was a TV that was a new model. Within a year, I had problems with it. I brought it in because it had no picture and no sound. The Geek Squad sent it back with only the picture working. At one point, I think they lost my TV because no one saw a tracking number on it.

The Geek Squad has made this bad situation into a nightmare.

I had just arrived from India to attend Saint Louis University a month earlier. I was told at university that I would need a laptop for college. As I was new here in the United States, I was not very well aware of the best places to buy a good laptop. I was told by friends and colleagues that Best Buy was a place known for its customer service and that it would be best for me to buy it at Best Buy.

I also noticed the sound quality deteriorated over time. There were times when the DVD drive would not read DVDs.

I approached the Geek Squad with my issues the first time on May 25, 2011. The service notice they issued me said that the estimated return date was May 29, 2011. I did not hear back until June 05, 2011. All I was told was that Geek Squad was not able to find the issue, and so they just tweaked with the settings and the display drivers update.

When I took the laptop back home, I was disappointed. I experienced the same issues on June 06, 2011. I received a call from Bryan at the Brentwood Best Buy in response to a service survey, which I had filled in response to the disappointing service I was given during the May 25 service.

So on June 12, 2011, I took the laptop back to the Brentwood Best Buy. They took down my complaints, and issued me another service notice with a due date June 15, 2011.

I did not receive a call from Geek Squad until around June 21, 2011. Again, this time Geek Squad told me that they could not find the issue. I felt cheated. I felt as if Best Buy thought I was making up the issue. I returned home with my laptop ever more disappointed knowing that the issue still persisted.

I decided to keep the laptop with me for the next two weeks, and document every time the issue occurred. I recorded videos, and took pictures with the error messages when they popped up. I returned to Best Buy on July 18, 2011 for the third time with documented evidence of the issues. This time the Geek Squad agent tells me that they would send the laptop to the company, and that I would hear back from them by around August 16, 2011.

On July 25, 2011, I checked the status of the order on the Geek Squad website; I was surprised that the message read that the laptop was to be exchanged, but I had not heard about it from anyone at Best Buy. I called Best Buy at about 1 PM on July 25, 2011 and at 2.30 PM on the same date to inquire about it. My call was not answered by the Geek Squad agent, but a Best Buy agent took my contact details and informed me that she would have them call me.

Until 7 PM on July 25, 2011 I did not receive any call; so, I called again only to be told that I should come by the store for an exchange.

I reached the store at 8 PM on July 25, 2011. The Geek Squad agent told me that the laptop they sent to the company had trouble with the mother board and various other components. The estimated cost of repair was $1,134, which was way more than the original price of the laptop. So, they offered me to choose a new laptop.

I went to the floor to look at the laptops, and was shocked to see the collection of laptops that I was given to choose from. There were a total of 4 Sony models; three of which were way low in configuration; Dell, Samsung, Toshiba and Asus were the only other laptops. I asked to see some HP and they told me that there were none similar to my configuration (all this after about an hour of asking for an agent to help me out choose a laptop and by then it was 9 PM). So, I requested that I be given some more time to choose a decent laptop worth my money and time.

The Geek Squad agent tells me that I had to buy it on that day, even when I was not offered the right help and service to choose from a decent collection of laptops. The only Sony laptop that was any close looked disgusting with a weird diamond design.

After much discussion, they permitted me to leave and come again another day with a promise that they would take care of the issue.

I would like to bring to your notice some key issues which may be easily overlooked. Kindly take these into consideration when you assess my case.

4. After all this, I had to make three visits for the same issue after which nothing was done until I decided to shoot some videos of the issues and document them.

At this point in time I totally doubt the service quality that Best Buy advertises. I am not sure if it is just a marketing tactic, or if Best Buy truly believes in keeping their customers happy. I would still want to believe that the latter is true.

I have never been left so disappointed, and I must confess I feel cheated since this was my very first experience with Best Buy.

I took it back to Best Buy again, this time the tower with the desktop screen. They said, it was a virus. They charged me $241.00. I took it home, then I couldn't even log on. So, I took it back again.Now, I'm pissed because the screen still isn't right. I'm wasting gasoline as I don't live near the store. They kept it for 4 days but when they returned it, it is still not right.

The problem is that when we called Geek Squad, our laptop was still under Sony warranty, but they had no appointment until 6-3-11, which then put us out of warranty. Sony says that the hard drive is not working and quotes $525 for a replacement. We also had to pay $35.90 to get a re-installation disc so that we can see if we can get the hard drive to get rid of the recovery image and if/when we do get a new hard drive can we load the pre-existing program onto the laptop.

When I finally spoke to the store manager, he told me he "could" make an exception to their policy but that he would not! I feel that the support I purchased was misrepresented to me and I feel that the language on their packaging is deceiving and amounts to the equivalent of "false advertising."

I have spent $25.00 each time in cab fares, for a total of $100.00, back and forth. I have also spent $120.00 to fix it. They broke my TV and I put out $220.00 total in cab fares and surcharges.Since they don't allow testing of items after they are fixed, so thrice, i paid for the cabs back and forth and for repair of a broken TV. I am looking for a replacement TV and no one wants to help me.

Why do they sell extended warranties without explaining the strict limitations? I live on an isolated area (lower Florida Keys). We have one two-lane road to the mainland and during season it can take 3 hours to drive 120 miles. It would take a full day to take the camcorder in and given that I work full time and the difficulty in traveling I rarely leave the islands.

I called back on 2/1/11 and spoke with someone named Debbie. Debbie looked into the situation and said that it was escalated to corporate and that means I will be receiving my refund any day now, she repeated saying any day. I called back on 2/18/11 and spoke with someone named Theresa. Theresa said that the money was refunded on 1/19/11 and was trying to tell me that I needed to hang up and call my bank that I have my credit card with and ask them about it. At that point, things began to feel a little uneasy because on 2/1/11 I spoke to someone that knew the money was not refunded yet. I explained that to Theresa and she could see through her notes that I did call. She put me on hold a couple of different times and I finally told her that I will need to speak with a supervisor because I couldn't listen to her contradict what was told to me on 2/1. I knew there was a problem.

After being placed on hold for a very long time, I finally spoke to someone named Roland that referred to himself as one of the managers in software & subscriptions. I asked him if he was informed of my situation and he said that he was. He told me that unfortunately I would have to call my bank and ask them where the money is and that he is able to provide me with a "reference #". I explained to him that on 2/1/11, Debbie knew that the money wasn't refunded on 1/19/11 and that if I am going to contact anyone right now, it will be Consumer Affairs, the Better Business Bureau or both. Roland put me on hold for a while and when he came back, he corrected himself saying that the reference number he gave me was actually a case number when it was escalated to corporate.

At this point Roland wanted to offer me gift card. I snapped saying, "I want you to fix the problem!" He said that he didn't know what he could do. All he could do was escalate it again back up to corporate and give me the new case number. He said that he couldn't follow up on it for me and call me back. He said I would have to do that. I asked him who his supervisor is and he said that he answers to customer relations at corporate.

In 2/22/11, I called customer relations and spoke with someone named Alex. Alex told me that he doesn't handle any problems and that I should really be contacting software & subscription, the same place that I called the past 4 times. I told him that I already did and I spoke to a supervisor there named Roland and that supervisor says he can't help me at all, nothing he can do for me and referred me to consumer relations. At this point Alex gave me another case number referring to our phone call. Alex said he has to check with people regarding this and he says he doesn't even know the people who can be contacted that will be able to help with the situation. He told me that he will try to get back to me before the end of this week.

The salesman assured me that no one had owned it and it was considered an "out of box" sale. He also stated that the Geek Squad would go through the entire system to make sure it was in proper working order. In addition, they would install an anti-virus program. In order for the Geek Squad to complete this, it was necessary that I leave the computer with them and I was told I could pick it up in a couple of days. They installed Webroot Spy Sweeper and Trend Micro Anti-Virus, which they charged me $58.00 to install. I was also convinced to purchase a 2 year Performance Service Plan for $49.99.

Less than a year later, I began experiencing problems with the computer. It started running slowly, locking up and shutting down unexpectedly. It continued to get worse so I took it in to the Geek Squad for repair. The first thing I did was remind them of my Performance Service Plan. I was informed that it didn't cover wiping a virus, only hardware related issues. The charge for wiping the virus was $129.99 and an additional $99.00 if I wanted my pictures and music recovered. Not being in a position to afford the additional cost of $99.00 (I really couldn't even afford the $129.99), I authorized them to wipe the system entirely, including any media files. They had my computer from 10/18/2008 through 10/24/2008.

Around the time I picked up my computer from the Geek Squad, I was moving into a new place and I was not able to afford the internet. Since there were not too many things I needed to use my computer for without internet access, I used it very little during 2009 and most of 2010, and when needed, I had access to a computer and internet at work. Around October or November of 2010, I started using my computer more, mostly to listen to music. I began noticing that it was running extremely hard and making a lot of noise. I figured it was probably dusty inside so I took the cover off and blew out all of the dust. Even after a thorough cleaning it continued to labor while running with the fan kicking on quite often.

I started looking through the system and found through the "Event Viewer" under Administrative Tools that a considerable amount of tasks had been running on my system for 2 years! Then, I noticed that files were appearing that were unfamiliar and some of my Microsoft Office 2007 applications were appearing in odd places. I disabled a few start-up items and a short time later, they would be enabled on their own. It became apparent that my system had a virus. The more I dug, the more I found.

I was completely shocked to find out that in addition to another virus (or the same virus), my computer was and had been accessed remotely using my I.P. address. So even though I did not have an internet connection, my computer was basically turned into a Botnet. Come to find out, the Microsoft Office 2007 program that I had purchased online was counterfeit (which I have verified with Microsoft) and more than likely, a result of phishing due to information gained from my virus infected computer. I also renewed my Webroot Spy Sweeper and Micro Trend Anti-Virus over the internet, which were also fake. I paid about $150 for all 3 programs and none of them were valid.

Based on all of the documentation I have found on my computer, the virus was on my system when I plugged it in and set it up on 10/25/2008, the day after I picked it up from the Geek Squad after they supposedly wiped it of the virus. I have documents and copies of tasks that were running on the system on 10/21/2008, while my computer was in possession of the Geek Squad. I have found events, tasks, documents, and files dating back to June 2006, a year and a half prior to the date I purchased the computer.

In fact, I found that in June of 2006 alone, over 20,000 events had been run on the system. Whoever has taken control of my computer has had access to and has been uploading all of my personal information - my social security number, driver's license number, medical and dental information, credit card numbers, my checking account number, pay stubs, tax information, email accounts, log ins and all of my passwords. They also gained access to all of my family's and friend's personal information such as phone numbers and addresses, my financial aid information, resumes, all of my pictures, my son's personal information, his grades, his social security number, the schools he has attended; you name it, they have it! It makes me ill to know that my life is out there floating around for God knows who to see, and is any of it being used? Also, as a result of this, I have had 3 Blackberry phones since July of 2010, which I now realize were infected by my computer. My son's laptop has also been infected.

I called Best Buy and spoke with a Geek Squad manager and explained the situation. She said that it was not their fault or problem that my computer was infected and had been for 2 years. She offered the services of the Geek Squad, stating that they would be more than happy to wipe my system again to rid my computer of the virus and it would cost me $129.99. She also told me that they don't keep computers for more than 3 months and that new models are continuously replacing them. If that is the case, then why does mine have files and tasks that are more than a year and a half old? And if it was never owned by someone else, why were all of the tasks scheduled? How is that possible?

In total, there have been almost 180,000 events run on the system. And how can the Geek Squad say that they aren't responsible for a virus that was never wiped from my system that they charged me $129.99 to wipe? If that is the case, should they not inform their customers that they will be paying $129.99 to be without their computer for 7 days, only to still have a virus? Why would they charge an additional $99.99 to recover my music and pictures yet leave files (and possibly a virus) that I paid $129.99 for them to wipe? I would bet that there are possibly many Geek Squad customers that have paid for this same service that will find their computer was never properly wiped and is still infected with a virus or even worse, their system has been turned into a Botnet.

I thought that if I purchased enough time with a tech, I could get all three fixed. I approached the Geek Squad counter and asked the salesman what would be the best bargain for my dollar to have three computers fixed at my home. He said they were having a special for installing home networks. I told him I already had a home network and did not need that type of service.

He then explained that the technician did not have to do the network, that he could do anything to my computers as I was paying for his time. He then added that I should purchase the additional diagnostic service, so that the tech could spend that time finding out what was wrong and then the network setup time fixing it. I agreed that I would pay additionally for any hard drives or parts that would be required. The network setup also came with a free 6 month tech support, which can be accessed either by phone or on the web. We set up an appointment for September 20. On that date, a tech arrived from the Geek Squad. The receipt he left had no name but he said it was Eric. The last four digits of his employee number on the receipt are **.

Prior to his arrival, I received a phone call from the Geek Squad telling me that I still owed $65.00 and should pay Eric when he arrived. I told the woman on the phone that I had paid in full and have a receipt to prove it. I thought it strange that I would receive such a call as my Best Buy receipt showed that I had paid in full. I got the feeling they were trying to get more money out of me. When Eric arrived, I showed him the two laptops and the PC and he had no issue in looking at each. He first looked at the PC. He inserted his flash drive into my computer. It supposedly contained his diagnostic program. I told him that I was having problems with my AOL freezing and that I wanted the computer cleaned up.

He ran some other things and told me I should be using IE 7 instead of IE 8, but that the rest of my system was working great. He also updated a driver for my scanner. I had antivirus software and I am very careful about opening sites I am not familiar with. On this PC, I had the numbers of two of my credit card accounts, my Wells Fargo and a Chase Freedom account. They were in a program called Robo Form, which is pretty secure.

Eric then looked at the two laptops and told me one needed a new hard drive, but was not worth fixing. The other he said was fine. Except for doing a change in my Internet Explorer and updating one driver, and cleaning files on two, he did nothing more to any of the computers he looked at. He left and we did not use the computers for the rest of that day. The next morning I started my PC and had two emails, one from Wells Fargo and the other from Chase. Someone had stolen the numbers on both cards and had made unauthorized purchases. I also found that my screen freeze issue had not been fixed or my scanner. And I had more viruses on my computer than I had ever had with my antivirus software. All three computers were still running slow and it appeared as though nothing had been done. I phoned Best Buy to complain. They sent me to their Public Defender who said they would phone back once they had looked into this. They have yet to call back.

I then remembered I had an old hard drive that I could install in the laptop that needed replacing but I was unsure as how to do that. I went to the Geek Squad site for my free tech help. I was told they could not tell me and that it would cost me another $49 to $69 to get that assistance. I refused. I finally found, on my own, how to install the hard drive but the software was not working. I phoned the Geek Squad support again. Again, I was told I would have to pay extra for them to help me. What happened to the free Geek Squad Technical Support? I then took my laptop to a reputable store and it was made totally ready to go for an additional $105.00.

I decided to go to my nearest Van Nuys Best Buy and demand a refund for service I did not receive. I was even willing to trade them setting up my laptop, which would have cost them less, than get my money back. The manager of the Van Nuys store said I would have to go back to the Oxnard store with my complaint. I returned home and phoned the manager of the Oxnard store.

I explained everything as I have here and he argued that I got more than what I had paid for. He said that I should only have gotten one diagnostic on one computer and that I did not pay for repairs. I explained that his employee had told me to purchase the Geek Squad service in the manner I had because that would include the diagnostics on 3 computers and repairs. The manager told me that I had paid just for the network setup and one diagnostic. And he said that the 6-month support was only for the network setup.

I argued with him that I had told his employee that I did not need a network setup. But I was told that this would allow me to obtain what I required for the least amount of money. He was very rude and kept trying to defend his employee. I asked for my money back and he refused. I then told him about the theft of my credit card and he said that was not his problem.

So now I still have the same issues on my PC that I had before the Geek Squad came, plus the inconvenience of having to have canceled two credit cards and file claims against two unauthorized purchases. If I had gone to the reputable store instead of Best Buy, it would have cost me less and I would not have the mess I ended up with. I feel that I paid for and did not receive: repair of my PC, 6 months free technical support, an honest employee, and any consideration by either Best Buy manager when I complained.

I have since been online to find that there are literally thousands of similar complaints against the Geek Squad and Best Buy, especially the 6 month tech support and the lack of knowledge by the Geek Squad techs in repairing computers. I wish to get my money back. I feel I was not given what I paid for and that there were deceitful practices by both the salesman and the technician, Eric. My credit card company looked into my complaint and said they could not find any reason that I should not have to pay for this lack of service. Thank you.

This is terrible customer service and after 6 trips to the store, I could not get any resolution from anyone in management. It's a terrible, terrible, terrible way to treat a customer who has spent thousands of dollars in the store. The retail price of a brand new Sony VAIO is roughly 1000 (retail price, not the price Best Buy is eating if they were to do the right thing and replace my laptop that they are responsible for damaging). They lost my business, my family's business, my 3000 coworkers, and any business I do with my corporate card over their refusal to do the right thing.

We went to pick it up the day after I received the call and we took it back to my boyfriend's house. We checked out the laptop by changing the screen resolution and that's when we found out that the NVIDIA graphic card that originally was in the laptop could not be detected on the device. They also broke the disk drive which is called the optical bezel drive. We had to bring it back and this time, we spoke to another technician and they had to send it out again.

One to two weeks later, they called again, we went to pick it up. This time, we checked it in front of them to make sure everything was in good shape. The disk drive was fixed. We took it back home and tested a DVD in the disk drive; it showed that the E: drive was not recognizable. We then tried to connect to a network and found out that the smart card was not recognized as well on the device. It was on some broadband connection that we could not detect.

We took it back in the next day and told them to test it out themselves. One of the technicians put in a CD, and for some reason, it worked. I don't know what they did exactly. We asked the technician that we couldn't get any signal back home because the smart card was not recognized. Best Buy's technician told us that it was connected to a broadband in Kentucky and they disconnected the wireless network connections. So basically, they messed up the connection settings. We were fed up with Best Buy on everything they did. All we wanted was just for them to fix the flickering screen and we found problems on my laptop leading from one to the other.

My boyfriend called the cops trying to help me out by letting the cops know that they broke my laptop and that Geek Squad is just scamming us. He didn't want me to get taken advantage of by Best Buy. So he told the cops the problem with my laptop. They thought this was absurd and they asked me that I had two options. The woman cop asked me if I wanted Geek Squad to either continue fixing my laptop or for me to just take my laptop and leave without dealing with Geek Squad anymore and just forget about everything.

The boss, William **, was there the whole time. We followed him to the customer service after finishing up with the cops. The cops walked off without a polite note while my boyfriend told them have a goodnight. William introduced us to one of their best technicians. This technician checked out my laptop while my boyfriend made sure he would fix everything in front of us so we won't have to come back anymore for more problems. He took out a lot of the unnecessary things that I didn't need and got our connection running smoothly. The boss told the technician to make sure everything was 100% with my laptop. We took it back home hoping that things were finally patched up and better.

My boyfriend checked my computer, tested a the grand theft auto4 game from my steam account and found out that it could not play due to an error. We tried Transformers as well which happened to work, but the graphics were a little choppy, not as crisp and sharp as it originally was when I first purchased it. He found out under one of the settings that it said generic PNP monitor which he thought was a generic screen that was replaced due to the flickering--which was the main thing that we brought it to BB in the first place.

My laptop came with an LCD screen with LED back-light. We went back again the next day for them to check. We were more furious due to the fact that we had to go back again since we live far from BB. My bf has wasted half of his tank of gasoline due to my laptop never being fixed 100% by them. After going in for like the fourth or fifth time, we spoke to the supervisor, Anthony **. We were outraged and started complaining. Best Buy called the cops for complaining as a customer. How is that wrong if you can't even fix my laptop?

Here I thought Geek Squad are supposed to be trained professional technicians but it doesn't seem like that at all. It's good to be intelligent but without enough knowledge, it doesn't help. All I wanted was the screen to be fixed which, to be honest, still flickers. Anthony mentioned that if it is not fixed after four times, he will give me the same laptop, but there were no more displays of the floor model from what I remember him saying. The problem is not over yet. It has just begun. It was until I picked up my laptop the next day.

It was November 10th already. I ended up finding out that my laptop is damaged/ broken. I turn it on and it goes to Windows. I noticed that Anthony had reformatted my laptop. I then try to go online, my boyfriend helps me download Firefox and steam to retrieve my game account. What happened after was that as the downloads were done, I tried opening Firefox and steam and it took forever to load. I tried closing the programs and retrying it but I ended up finding out that everything froze.

I turned off the laptop and then turned it on again to restart it. This time, I started Windows normally as usual. As soon as I clicked on "start windows normally," my screen was black for like 20 minutes or more. So I turned it off, then on again, and this time it went to Windows. I got online, but it froze again on me. It just keeps freezing. The laptop runs beyond slow.

This never happened to me before. I can't even go online or play any of my games without it freezing or loading at all. He broke my laptop and this is uncalled for. I can't even get my refund back along with my warranty insurance. My boyfriend and I both called the headquarters to see if we can speak to the CEO and they wouldn't let us, so the highest representative we spoke to was an executive supervisor. They did not help at all whatsoever. We explained to them about the damages due to my laptop. All they said was that they cannot refund any of the amount back. BB headquarters even told me that I should keep going back there and letting Geek Squad fix it under my warranty.

We told the executive supervisor that we already complained to Best Buy in Long Island and we let them repair it like five times and we did not get anywhere. The headquarters did not even solve any of our problems, which is beyond horrible. This company is scamming people with money and treating customer service with very bad conduct. I really think this is a bad reputation for Best buy. As a customer, I deserve to have my product fixed and satisfied but it just leads to one problem after the other. We tried making a deal with the headquarters if we can just get a refund back and we won't bother with them anymore, but no, not on their policy.

These damages are giving me emotional distress and anxiety. And to top it off, they seem to blame me or my boyfriend for breaking it which is not right. My boyfriend knows enough about computers that he even finds and sees these problems with what Best Buy is doing. As a customer, I am filing this complaint because I am very upset and that was one of the best gaming laptop there was that my boyfriend chose for me. There are even proofs of other people complaining about their problems with Best Buy if you google Best Buy complaints. I really want to do something about this and stop all this.

I was upset because they told me that the computer would take three weeks to fix. I was told different things by different employees. One employee told me that Best Buy was cutting back on employees and that there was only one guy to fix about 60 computers. When I called management, they said that the computer was " sent out" to a service center. So, given that I was given conflicting reports I knew something was not right.

When I finally got the computer back, I had the computer less than 10 days, when the computer locked into position solidly for several days. I then had to make another round trip to Flagstaff which is for me over an hour to get to Best Buy. When I got there, they plugged in the computer, and it seemed to work fine. I told them that I was still having problems, that the computer had locked into place for several days, and some other issues I was still having with the computer.

I was met with disbelief, and the store manager was very arrogant. " Our tech cannot duplicate your issues," he said. " How long do you want us to hold your computer? " My answer was, " until it is fixed! " So, we went a couple of rounds like that. He was so sure I was just complaining for the sake of complaining. Would I make a round trip of over an hour just for the sake of complaining? I think not. So, they held my computer for several days. I had to call them to find out if my computer was ready. I was told that they had tried to reach me. But that number never showed up on my cell phone.

All in all, I was totally dismayed with the level of courtesy, lack of respect for my purchased warranty, and a blase attitude about whether my computer was truly fixed or not. They couldn't care less and it showed! This morning, my computer is showing problems again. I will never purchase anything ever again from Best Buy. Thanks for listening.

I called Best Buy and they told me to bring it in. Took it in that day and was told that part were covered for 1 year and labor 6 months. I thought, "That sucks but I can live with it. If that's worst case scenario, I can live with it. I can see where the salesperson might have been confused." I was told that the camera would be back in two weeks no later the three weeks.

When I called Laredo, TX, they told me it was sent to Precision Camera in CT (which it wasn't), at times, those calls are routed to a call center in El Salvador. The worst call center ever! As of today, 10/16/2010, I have no camera, no one taking ownership, no answers, no solutions and every time I ask for a manager, I'm told one doesn't exist. I'm at a total loss.

They said they don't cover abuse. Now come on, I am so stupid that I don't see a hinge on the floor or somewhere around the product; I did look. Mike told me that I did not know what I had purchased.

Sandy told me that they would do nothing for me. She called the police on me. Treating me like I was a criminal or a liar. I don't like to be treated like a scammer. I have called consumer relations at best buy and I am waiting for a call back. I worked in retail myself and I was taught never to argue with a customer. it is unprofessional.

On the same day, the computer crashed. After talking to a Geek Squad member, the computer got tampered from within Best Buy. I had to contact on many occasion about Yahoo service in many different locations, in libraries & at home, about how a lot of things on the site are ripoffs & bogus & things like yahoo music that won't work at all. AT&T has called my home about a promo. They have a $14.95 high speed internet & I found out they're wanting more money I made my complaints regarding all of this to AFTC, BBB, etc.

I took both speakers in on my next day off from work - Aug 11 2010. They created a service order, and told me they would contact me once the repairs were completed. Best Buy called me the next day, and apologetically told me I would actually have to bring in the entire speaker set. I told them the next opportunity for me to do so would be the following Sunday. They said that would be OK. I spent over an hour dismantling my speaker layout, and carefully re-packaging it in the original box with the original packaging materials. I took notes on any damage on the remaining speakers (only a slight scratch on the back of two satellites). I also verified that the serial number on the sub-woofer matched the serial number on the box, so we (hopefully) wouldn't have to remove everything at the store. I then spent another hour setting up my old speaker system, and tuning it.

Upon arrival at Best Buy the next day, the Geek Squad agent tried to open my original service order. He found that it had been closed for some reason. He went ahead and opened a new service order, but somehow skipped the serial number field on it. Instead of correcting it, he just added the serial number in the symptoms part of the order. I verified all the information was correct, and then signed the service order. I was told at that time that I would receive a call if they needed any further information, or when my speakers were ready to pick up.

I received three generic emails from August 16 to August 29. Each time I received an email, I checked my order status on the Best Buy website. This was not an issue until the last email. On August 29, my service order apparently no longer existed. I immediately contacted the local Best Buy, and was informed that my speakers were ready for pickup. They said they always close the orders when items arrive back at the store. I told them I would be there on September 01, my next day off from work, to pick up the speakers.

On September 01, I went to Best Buy to pick up the speakers. I was concerned as to why there was now a second repair order along with the original. The Geek Squad agent told me that the service center automatically generates a second order once repairs are completed. That sounded quite reasonable, so I signed the paperwork and brought my speakers back home. I spent yet another hour and a half dismantling my old speaker setup, and re-installing the new speaker set. The last item was the sub-woofer.

Upon removing it from the box, I noticed the power cord was tightly wound, rather than loosely wound and secured with a twist tie as I had packaged it. It was quite obvious they had removed it from the box for some reason, probably to test the entire system. I hooked up the sub-woofer, and found that the power indicator didn't work when I plugged it in. I tried all three power switch settings, with no activity from the indicator. I then unplugged the unit, and heard a light "thump" as I did so. At this point, I figured the indicator probably just failed. I really didn't want to take everything apart and wait another month for repairs, so I decided I could live just with a tiny LED being out.

Unfortunately, tuning the system didn't go very well. I had to turn up the sub-woofer's built-in volume control to its maximum setting in order for it to be detected during tuning with my Denon A/V receiver. Even with that setting, the receiver had to increase its output quite a bit to compensate for the sub-woofer's low output. I pulled the sub-woofer away from the wall to re-check my connections again, and decided I should verify the serial number. I compared the numbers and realized this wasn't the same sub-woofer I took to Best Buy.

I then looked closer at the service order that the service center generated, and saw that they had included the serial number for this defective sub-woofer in the previously blank serial number field on the order. My original serial number is still listed under "symptoms". I have made several calls to my local Best Buy since then. The first two calls were on September 02. The first person I talked to told me to just bring in the sub-woofer for an exchange, and then hurriedly got off the phone. I knew that was wrong, as this is part of a boxed set. I called back that evening after work, and spoke to another agent who seemed to understand, and wanted to help, but didn't really know how. He verified that they could not simply exchange only the sub-woofer. He then said he would email the service center, but it could be as late as September 07 before he received a response. With a hurricane due to pass by that evening, and Monday being a holiday, I understood. I called my local Best Buy on the evening of September 07 after not receiving the expected phone call. After selecting to be connected to the Geek Squad, the line rang over 20 times. I hung up the phone, and immediately contacted Best Buy via their toll-free number.

The Geek Squad agent I spoke with at the toll-free number was very understanding. He came to the same conclusion I did: my sub-woofer somehow got switched with someone else's at the service center. He placed me on hold while he called my local Best Buy directly. After a brief hold, he connected me with a supervisor at my local Best Buy. The supervisor told me he would call the service center and try to find out how the sub-woofers got switched. He said he would be at work around 11:30 AM, and would call as soon as he got there.I received a call from a different person at my local Best Buy the next afternoon.

The woman who called told me I would need to bring in the sub-woofer so they could send it off for repairs. She obviously had no idea what was going on with my situation, as they couldn't accept part of the set. I told her I didn't want it repaired, I just wanted someone to find my original sub-woofer, and switch it with the defective one I was given. She told me that wasn't possible because Best Buy sends all Klipsch speaker service orders directly to Klipsch. If I wanted to find my original sub-woofer, I would have to contact Klipsch directly.

I attempted to call Klipsch directly that evening, but it was after their normal business hours. I called them again on September 09, and was informed that Klipsch does not do any repairs for Best Buy. They only supply parts to Best Buy so they can perform repairs at their own service facility. It was quite evident that I had been lied to by Best Buy at this point. I told my employer what was going on, and he reluctantly agreed to allow me an extended lunch break so I could go directly to the store.

When I arrived at the store, I asked to speak with the manager. I was told they had several managers, and one was contacted for me. I explained the issue in detail, and she went to speak with another person about it. She then came back to inform me they were calling the service center to get more information. After they finished their call, they told me the only option was to bring the entire set in to be sent out for repairs again. They told me that they never opened the box at the store, and that the second service order was actually generated at the store (not at the repair center). I asked them how the wrong serial number got on the second repair order if they never opened the box, and they stated that someone must have opened it to scan it. There is no bar code on the sub-woofer, so scanning it is impossible. I told them I verified the numbers before I brought the system back. They just told me that serial numbers on components are sometimes different from what is on the box.

They just continually ignored that fact that I was given the wrong unit, and continued to tell me my only option was to have them send it off for repairs again. I finally ran out of time, and just left the store. I felt like I was being called a liar by the very people who lied to me. The sub-woofer is now in a state where it works most of the time (the LED even magically started working), but it drops out completely at random times. I'm quite confident that sending it out for service through Best Buy is not going to resolve my issue. They will most likely run a few tests, determine it is OK, and send it back. I don't want to spend a couple more hours dismantling the system, setting it up, and tuning it, only to have more issues.

I made one last attempt at correcting this by calling Best Buy's toll-free number. The representative I spoke with contacted the local store, and conference all three of us together. Once again, I told them that I just want my old sub-woofer back. If they can't find it, I'll be happy with exchanging the system with a known good system (new). The manager at the local store said she couldn't do that, and she didn't appreciate me accusing them of doing something "shady". I told her I didn't think they were trying to "rip me off", but it was obvious that someone made a mistake. I made it clear that I just wanted that mistake rectified. I even asked if I could just get my money back, and stated that I was willing to pay any restocking charge they had to apply. I was told the only option was to send the set off for repair again.

Well now he visited my house. I wasn't home. He told my neighbor if I didn't pay him, he would take my equipment back. I called him. Now he said he will except cash. I have equipment like wires and etc. that I paid for that I can not use. I feel like I've been ripped off $250.00 just for his services. Best Buy did not tell me about any other equipment. Now I have a home theater system sitting here no boxes because they took it out of it.

On that Monday, after 1 pm, I called the Tech's number and spoke to a different tech (his name was Tim) who informed me that no one had acted on my "ticket" at all and he asked me all the same questions that was asked of me on Friday. He then advised me that he would have to order parts for the TV and it would be "2 or 3 days" to get the part and send a tech out to my home. He was somewhat apologetic, but didn't act as if this was anything out of the ordinary from the way they operate. He called me back about an hour later and told me he was required to have the TV serial number before Panasonic would send the parts. That had to wait until I got home from work. By the time I got home and got through on the phone to Tim, it was already after 4 pm. I now understand that Tim ordered the parts on the 17th.

So today, Friday the 20th, still not having heard from Tim, I call him and ask when he is going to fix my TV. He tells me he only has one of the 3 parts he needs and "so it looks like sometime next week". So at this time I think a call directly to Panasonic is in order. I call and have a long conversation with a young man named "Ryan", who was no help at all. All he can tell me is that the parts are on back order and should be there within 3-5 days form the order date (which was the 17th). He cant tell me anything else and advises me there isn't anyone else he can put me in contact with who can do any better than that.

The bottom line is that my TV, less than 6 months old, is broke and no one can tell me when it will be working again.

In other words, they'd perform all their tests before charging me and let me know everything that is wrong, and then they would tell me what it would cost to fix. If I declined the service, they'd refund $50 and it would have only cost me $30 for them to ship the computer out and return it as well as perform the diagnostic test. This is what I was told. It turned out that they were going to charge me to fix the screen (could cost $500 to do) and then run their tests (the tests which I was told would be done initially without having to pay to fix the screen). I called to inquire as to why they couldn't hook the laptop up to an external monitor to run their tests, and the Geek Squad manager could not explain why to me.

I finally went into the Tinley Park Best Buy and spoke with a manager, Jessica; I wanted all $80 back because I had been deceived regarding their service cost and because the Geek Squad had successfully done absolutely nothing with my computer. The manager refused to refund my money, only giving me the $50 back. She told me the $34 was just for shipping and there wasn't any diagnostic test involved with that fee. I would have been fined with paying the $34 if it had been made clear to me when I dropped the laptop off that it was strictly for shipping, and that I'd have to pay extra to get the screen fixed first before finding out if anything else was wrong with it.

Jessica became sarcastic with me as our conversation went on, and I made it clear to her that Best Buy would lose several very good customers because of her attitude and lack of understanding. She seemed to not care about me and to not take me seriously; consequently I feel quite undermined and offended. I will never shop there again. I am out of roughly $30 now because I was deceived by the Best Buy and Geek Squad staff. I feel as though I wasn't taken seriously and am quite offended by the lack of action by the Best Buy manager.

The staff was cocky, arrogant and seemed to be having fun dealing with my complaint. They refused to give an employee ID number, connect me with a general manager, give me a corporate office number to call or do anything, other than be way too delighted to connect me to another number with a twenty-minute answer time. The worst part was them laughing at my complaint.

I took it back to the same store and inquired on how the warranty worked in regards to the replacement of the laptop. I was advised that it had to be sent back four times and then it would be an automatic replacement of a comparable model. Keep in mind that my PSP expired June 28, 2010 and I checked this in for service approximately a week prior. Wondering what the status of my laptop was, I looked up the service order number emailed to me and found out, to my surprise, it showed that I picked up my laptop.

I called the store, being on hold for 45 minutes, finally got to speak with someone and they advised that when they got it back. It still did not work and they were sending it back requesting a "junk out" (replacement). The GSA was surprised that no one had called to advise me of this and advised me that even though my warranty expired, it would still be covered. I call the local store on Friday, July 2nd and was advised that the replacement request was denied and that the reason the laptop did not work when it was received back from service was because the memory was "dirty".

Finding this to be hard to believe, I contact some local reputable businesses as well as HP to inquire on "dirty" memory and none of these individuals have ever heard of this. I am now lead to believe that the "warranty" department did not want to replace the laptop and came up with a "reason" to not have to do so. If you are looking to purchase a laptop with an extended warranty from BB, do your research first! If you are told that the fourth time to service is an automatic replacement, that is not always the case.

11. She told me to call back tomorrow. And, oh by the way, she would not be there and we would have to start all over with someone else.

Because we had to take it to the store where we bought it, we now travel almost 60 miles one away. Now, a second trip makes it a total 240! With no real resolution in sight, our frustration is off the scale. Please stop these people from screwing over the public. Now more than ever, people can not afford to be jerked around. I would love to receive any related emails from consumers this store and this chain have cheated!

I went in and found they had not repaired the plug and had only replaced the adapter plug. I took it home and had the same problem. I called and emailed and was told to bring it back and that it would take another week. I can not be without a computer for that long. They had a week to repair and did not do it the first time. I can not take laptop away from a plug; sometimes I can get it to part way charge. My daughter can not take to class with her. I can not take the computer to interviews.

After sitting here all day waiting for the phone to ring, to no avail did I get a call back. After not getting a call back, I got up the next day and went to the store to speak with a manager. I don't remember the man's name; however, we went to the department in question and they didn't even have the machine that I wanted that was on their website. The manager who was helping me didn't even try to sell me another model, just "We don't have that model."

I then asked him what he was going to do to rectify the situation, and he was everything but helpful. He basically said that there was nothing he could do to help me at this point and that they don't do same-day delivery. And as I had tried to get this done yesterday for delivery today, I felt there should have been some sort of exception. To say the least, I will never set foot in any more of their stores. If you are looking for customer service, that is not the place to go.

When I asked about a loaner laptop because of family leaving the country and needing the laptop for communication, I was advised that they don't have a loaner program but I could buy a new laptop to use while I wait for mine to return. So the two week promise has turned into a lie, and I don't think I should have to buy a new one because the Geek Squad can't do their jobs in a timely manner as they promised.

Wow imagine that, nobody responded to it. It must have just been thrown into trash. How rude is that. Then Christina from Customer relations contacted me by email. Her solution tell me a bunch of crap and then offer me a $30.00 gift card. Wow, ridiculous and yet I still don't have a fixed TV and it has been almost a month. Total disregard for the customer and zero professionalism involved in this matter. I am so disgusted with them, it is not even funny. Out of TV for a month and counting and just a huge degree of customer no service. Just a horrible experience.

On February 22, I opened my laptop and noticed 3 more keys fell off the computer. It was not dropped or mishandled in any manner. It sat on my desk for the most part. I took it back to Best Buy and showed the gentleman at Geek Squad how the keyboard keys were loose and brought the ones with me that had fallen off. He indicated that I would have to send my laptop off for repair at a cost of $179 for a new keyboard and that it would take approximately 4 weeks.

As I use this laptop for work, I could not be without a computer for that length of time, and I said that I needed a replacement since I believe this product was a lemon. He laughed and said, "Good luck. You'll never get them to replace it."

I came home and called the corporate office of Best Buy and spoke to a man named Brian. He said I should call Hewlett Packard since it was their product and not Best Buy's responsibility. I indicated that since I had purchased it at Best Buy, I felt they should stand behind the products they sell. He told me to contact the store manager but there was nothing he could do.

I called the store and spoke to Chrissy who indicated that the MOD was unavailable and with a customer. I told her what had happened, and she reiterated the store policy of returns within 14 days of purchase. I then placed a dispute with American Express (the credit card I purchased the laptop with), and I am still waiting for a final response.

I got off the disappointing phone call and am still sweating because this report is 35% of my overall grade in this course. I went back to google to search for some sort of help or alternative solution when I find SecureRemoteSupport.com who provides online services and have a No Fix No Pay guarantee and are open 24 hours. Wow, that would be nice if Geek Squad offered the same promise! Within an hour, they had diagnosed the virus and had removed it completely for $79. And best of all, they were able to recover all but the last paragraph I had written of that paper. Apparently, Geek Squad isn't as good at their job as Secure Remote Support is.

A week later of the boys alerts me that he needs his computer for a paper he has to write. I call the Best Buys Geek Squad and inquire about the computers when I am told that they have been extra-ordinarily busy and that it would another few days. I asked for a specific number of days and was told that he couldn't give me and exact figure. So we waited another 5 days and I call again. Still there is no progress, so we head down to the store. When we arrive was ask for our property back and leave immediately. When we get home I look up some alternatives to the Best Buys Geek Squad Run Around.

I came across Secure Remote Support and I actually didn't have to take the computers anywhere. I just visited their website and selected a button on their website and gave them permission to connect to the laptops over the internet. And away the technicians went working on their computers remotely. It was like there was a virtual technician in our home working on it without having to have a stranger in our home. Within 2 hours, the computers were scan, swept and sped up. Their service was fast, friendly and efficient. It was everything my Best Buys Geek Squad experience was not. Thanks Best Buys Geek Squad for wasting over 2 weeks of our time and introducing me to Chris at secureremotesupport.com.

It was difficult, first, to get them to answer the phone and, second, to talk to me patiently and explain the situation in a language I could understand. I felt overwhelmed with technobabble that I did not understand and felt that I was being talked down to about the situation. I'm sorry I'm not a computer expert; I was explaining the situation the best I knew how. The internet wasn't working, and it was having trouble starting at all! I arranged for one of their technicians to come to the house to check it out.

Long story short, the guy who came to assess the situation was very knowledgeable but was late and made fun of my son for having tried to reinstall Windows. It's not something you'd expect from such a large company that supposedly hired qualified, intelligent, and helpful technicians.The technician was able to switch everything back with some kind of disc after about two hours. But, not only was he rude, but I was charged an incredulous amount of money for something the tech described as "a quick fix."

After he left, I got online to check reviews for the company, only to learn that plenty of people have had similar run-ins with this type of service. (I learned I should be thankful the guy even showed up at all, actually.) Upon further reading, I found a company called Secure Remote Support which offers the same types of service as Best Buy Geek Squad and called them out of curiosity to see what they would have charged for the same repairs. I was blown away when they quoted a fraction of the price of the company I'd just paid big bucks to. (You live, you learn, right?)

I'm glad I've got my computer working. Sure, It cost a lot, and I had to deal with the attitude of a smart-mouthed kid; but my computer was fixed. Geek Squad has been a reliable company for a few things. But I assure you, never again will I turn to them for computer repairs unless it's a last resort.

Since this incident, I've called on Secure Remote Support twice, once for spyware removal and once to recover some data I'd lost when the other tech reinstalled everything. And they always deliver top quality service. They even offered me a promotion on optimization that I took advantage of. I like going to a company that values their customers and takes pride in the work they do. And I'm glad I've finally found that company.

I took that opportunity to call around and price out what other business charged for the same procedure. One place I called, Secure Remote Support, quoted me $39 for the part and another $25 for the labor. That’s a savings of almost $100. I called Geek Squad back and asked if they price matched and was told that they did not. So I am picking up the computer later today and having Secure Remote Support take care of it tomorrow. It really does pay to shop around. Secure Remote Support saved my day.

I asked for a replacement with a new computer or my money back. They refused. I told them that I purchased the computer from Best Buy and it wasn't my place to contact Gateway, it was there's because that's where they got the computer from. And they are to one's who dealt with Gateway. So they told me they contacted Gateway and they said they would not replace the computer.

I told Fred that I wanted him to document everything including the fact that they and Gateway refused to replace the computer and refused to give me a full refund. If a product is faulty under the manufacturer’s warranty, they or the place of purchase should be made to replace the merchandise or give a full refund. I use this computer to log songs and lessons in at the church to make things a little less complicated for me and spent a lot of money to get to a point to where I can do this. The physical damage is that due to my health condition, which is psoriasis, gets aggravated by stress and believe me when I say this has been very stressful. I've made numerous trips in order to resolve this problem and trying to get someone to help me. I put my neck out on the line to use this computer at church and you can't use something that was broken to start off with. Please help me get my money back or a new computer.

I called on the 12th. My computer was to be back the following day and they told me it was still being repaired. I called Monday the 15th and they say, oh, the parts just came in today you should have it sometime mid to late week. Let's remember it was due back on the 13th and they had all the parts on the 10th. Yet now on the 15th they have all the parts and still no update on the website. Do I think they even have my computer? No, I don't because it seems to depend on who I talk to as to the status of my computer n updates are put into the website unless I call and every agent has a different answer. So I don't think anyone really knows where my computer is, much less what is being done on it if anything.

I have clients waiting for reports that I cannot get out until I get my computer back. I assured them they would be out today since my computer should have been received by Saturday. I now can not give them any kind of timeline because I don't believe a word they say. I am liable to lose these customers because the reports were due on the 10th. I have also spent time on the phone trying to find out and getting different stories and having no one actually do what they say they will do, and the aggravation of having to call them on lie after lie it has taken time away from my business and I basically am dead in the water for my business.

After two weeks I received a call that my computer was not repairable and that I was approved to get another one. I called them back about my data on the hard drive and they told me they had junked it and their policy was they couldn't return to the old one to the store and they don't recover data. I was never told it was my responsibility to retrieve the data. I told them there was no power to the unit to access the data and all I wanted was a prognosis. Not to junk my computer. After spending several days dealing with customer relations. I was told I they would not return my computer.

I went to the store to pick up a replacement computer. I had to pay an additional $42.00 in sales tax, the way the figured the cost for the replacement. I was told that my service contact was now voided because of the replacement. A loss of $300 to me. This whole experience was devastating to me. With the loss of years of family photos, personal documents, business contacts and information, hundreds of iTunes and much more. And then to be treated as a complainer.

They could have returned the other computer or repaired it for less but it was to much effort. I was lied to and ripped off at every turn. Amazing how little they cared and continued to rip me off. If there was only a way I could return the favor. I lost several thousand dollars in data. Over $40.00 in the way they figure replacement values. Over $300 in the loss of my remaining service contracts and hours of my time on the phone and the divergation. I wish there was a class action law suit I could join against this rip off retailer. Complaint #69865533. Service Order #00124-953657906

I showed him the condition that I had my computer in, clean/shiny and with no scratches. I explained to him that I would like it covered at all times to prevent damage or scratches. He explained that my laptop would be handled correctly, is in good hands and took it off to be serviced. I returned for it on 1/28, the day after I got an e-mail stating that it was finished being serviced. I spoke with a Geek Squad agent by the name of Eric, about why my computer appeared to have been left out in the open because it was uncovered and the screen so filthy (with fingerprints visible). He told me that that was normal procedure with all computers serviced. I noticed that the top of my laptop (screen area) was also very shaky to the touch and so naturally, I was questionable as to why that was.

I also spoke with a manager there, by the name of Johanna, as to why that was and she also said it was normal. I was a bit skeptical as a customer about the truthfulness of their observations/ claims so, I left the computer there so that I can come back and consult with Store Management the next day. I had told the Geek Squad agent, Eric, to cover my computer and don't let anyone touch it until I return. Unknowingly, I had to spend some time in the hospital over the next few days for an underlying health condition. I figured that my computer would be covered and not touched for that time period. I returned to the store on 2/2/10 and one of the Geek Squad agents proceeded to bring my laptop computer out to me saying, "Look miss, your laptop has been cleaned by us!" I got angered with them and told them, "Why did the store violate my rights as a consumer and clean my property without my approval first?" I then inspected the laptop further at that point, only to discover that there were blotches from some type of cleaning solution all over my screen and scratches all around the rim of the computer, from where the webcam is, extending all the way around the rim. I was shocked and infuriated.

At that time a manager, by the name of Matt, came out to speak with me. He identified the scratches and also a visible dent in the media player sensor area. Instead of him offering me a replacement computer because his staff went against company policy and damaged someone else's (the consumer) property, he told me that he had to again send my laptop out for another 2 weeks. I refused because I need my computer for business purposes. But, I knew that I also couldn't take it out of the store for the sole purpose it would void any damage that was done to my computer on behalf of the Best Buy staff, once it's back in the customers possession.

The General Manager of the store, Michael **, refused to address the situation that day, even though he was there. He also proved to be very careless of the situation and refused to return my phone calls to him the day after. I will not have my computer being sent away for 2 weeks so that Best Buy can cover their tracks and load my computer with a lot of refurbished parts.

That is not the way that I had initially purchased it and I do not trust the store at this point! I should be rightfully entitled to something new of equal or lesser value or a full refund of my money, which the store is refusing to do at this time. I am appalled and refuse to let them make the decisions for my product and my money!

My laptop's screen and framing sustained scratches and blotches from a cleaning solution/method used by Best Buy staff in-store, against my will as the customer. If I wanted it cleaned, I would have done it myself. I was given no further options by their staff, other than give us your property again to be serviced for an unknown length of time. I was refused a replacement laptop or full refund of my money. I feel like the store now controls my property and my money. I now have to conduct my business through a friend's computer, until this matter is settled. This situation has also caused me much stress, as I don't know who could be doing what with my laptop within the Best Buy store, as I take the time out to even write this e-mail!

I suspected that Garod was lying and perhaps was trying to force his agenda on me. Garod's manager made a racist remark to me when I refused Garod's romantic jargon, and called the police on me. The Arlington Height's Police said they didn't find me wrong or liable and they took a report. The Wilmette Police told me to get a lawyer and to contact the Better Business Bureau. I believe they sexually harassed me. They aggressively tried to get me to purchase a car charger for the iPod and they said the battery was bad.

I called Dell support, and they told me that I did not buy it from them online, and to go back to the geek squad, which would cost me more money. So then I brought it to a computer guy in the area, and he told me it was the hard drive, so i had him fix it, and it cost me another $190. Here I am 3 weeks later, and the same thing is happening. The blue screen comes on. When I restart it, it works. Yesterday, I lost all my stuff, and had to restore on safe mode. I am very disappointed with this Dell laptop. I do have a desktop XP, and no problems. I want to know what do I do now. Invest more money, or throw it in the river? That's how disgusted I am. Have you ever had all these problems from anyone else, and tell them what they should do. I don't have a warranty on it, so could you give me some input on this?

One of their managers, Faruk, said they never carry that model and the unit is not from their store. I asked if it is possible they have a sticker over the plastic wrap that they scanned, but he insisted I bought the unit from somewhere else and try to return to their store and said, "Thank you very much, next." As I was walking out of the store, their security said something like have a nice day and don't come back or something in that regards. I was so upset and I think I flipped them off. My sister then went back home and dug up the plastic wrapper from their trash can and indeed there was a sticker that matched the product code on the receipt.

I went back to the store again on 12/28 and tried to prove they were wrong, but then I was met by Andre **, Best Buy's Store Service Manager. The first word out of his mouth was, "I need to ask you to leave the store now." He said I have created a scene and flipped his employees off and he had me on tape. I tried to explain that I found the wrapper with the sticker matching the receipt but he said, "I have told you that we never carry that product." I said what about the sticker on the wrapper that proves the product is indeed from your store, but he said the sticker is from the store but the product is not. He said, "Don't ever come back again." I then left with disgust.

I called their corporate to complain and talked to Helena telling her what had happened, how I was treated, and blamed of cheating. Helena was nice and called the store and got Joey from the store on the line, but Joey said they went through their inventory and they never carry that product and still insisted that I tried to return a unit that is not from their store.

The first time, it was in there, they sent it back with an old hard drive in a box and said they put in a new one. When I started to use it, it had a virus & other junk that took me 2 days to get rid of. There were 18 other times which proved to me that Best Buy's Geeks are just that. One of these times, they were going to send it back to the factory for repair or replacement.

After 2+ months, I went in to see if I could get it back. They looked all around the shop & finally found it in a back room, still bearing several of the previous stickers bearing my name & a bar code for ID. I've been crippling along with it now & I can't understand why the DVD tray is out now. My beat up old Compaq that they turned their noses up at never had anything done to it except to add gigs.

I wish I had the info in this site before I bought this junk yard. I really would appreciate any help your attorneys may get for this problem. This is a model t3516 purchased on 12/2/06 with time out in Best Buy 19 visits & a Geek appearance at home with no substantial results. I guess short of gutting this case & putting in Compaq components, it's impossible to keep this thing going right. I will also be glad to give testimony on eMachines & Best Buy's performance!

On Tuesday, November 10th, I returned the laptop to the Best Buy Store in South County where it was purchased. The attendant at the Geek Squad desk turned the computer on and got the same result as I had. She filled out a service request and said someone should call me within 3-5 days. Seven days went by and no one called me. I tried calling several times over the weekend and was told that the Geek Squad desk was too busy to answer the phone. By Tuesday, November 17th, I was so upset and frustrated, I called the Best Buy Consumer Relations in Minnesota. I got a very understanding and sympathetic representative. She placed me on hold and called the store herself.

When she came back, she said they assured her that my laptop was fixed and that I could pick it up immediately. I went to the store that evening and picked up my laptop. I turned it on while at the store and the home screen came up correctly, so I placed the laptop back into its case. That weekend, I went out of town again and took the laptop with me. On Thursday, November 19th, I turned on the laptop in the hotel in Kentucky and opened up the internet. As soon as I entered letters to begin a search, the keyboard locked up again and when I turned it off then back on, it went immediately into the BIOS screen with no keyboard function. Absolutely nothing had been fixed at all.

I did not have the store phone number with me so I called directory information only to find out that this particular store chooses not to list its number with directory information. I had to get the number to a different store, call that store, and get the number from them (how bizarre is this?). When I called the store and told them that I was out of town with a laptop that obviously wasn't fixed, I got a very rude manager on the phone who told me that maybe I should go buy a USB keyboard and try that. I could not believe what I was hearing. I was going to have another weekend with no computer and have to make another trip to the same Geek Squad who obviously didn't fix the issue the first time.

On Tuesday, November 24th, I took the laptop back to the Best Buy store and was pleased to see the original attendant working that was there the first time. At least, she knew what was going on, the laptop was never fixed from the first time I brought it in. The attendant again told me that someone would call me in 3-5 days. On Friday, November 27th, I received a message on my cellphone from the Geek Squad stating that they couldn't fix the issue and they needed my permission to send it off to be fixed. I immediately called the store back and was told that the Geek Squad desk was too busy to answer the phone but I was assured by the person who answered the phone that she would relay the message to the Geek Squad that I gave my permission to send the laptop off to be fixed.

For the past two weeks, I have heard nothing from anyone at Best Buy. I assumed the process of fixing my laptop was well underway. Wrong! Today, December 9th, I received a call from a Geek Squad member asking for my permission to send my laptop away to be fixed. I became livid. I was transferred to a 'manager' named **. He said he could not find any notation that I have ever given my permission for the computer to be sent off. He also said that he showed notes that the Geek Squad had attempted to contact me and left several messages for me over the previous two weeks.

I simply cannot believe this is happening. I tried to complain, but was cut off repeatedly by ** saying he did not want to argue the situation and that there was nothing he could do at this point except get my permission to send the computer away to be fixed. I told him that I felt that this is more of a personnel issue and he said that he can't help that since 60% of his workforce is new and they make mistakes. I will be calling Consumer Relations again and filing a complaint with the Better Business Bureau to at least let others know to beware. Best Buy is all about sales and has no concern about service.

On a side note, I am lodging a formal complaint to BB headquarters about the service I have received and seen in BB Puerto Rico. Never in my life have I seen so many people standing around talking or chatting on a cellphone while at work. Best Buy needs to be made aware of this and have something done. While I was waiting for my computer at one point, I counted nine people (nine!) milling around doing absolutely nothing behind the customer service desk. All I had to do was turn my head to the left to see people looking around for someone to help them. Just seems wrong somehow.

I wasted $20 in gas, driving back and forth. 6-8 hours were wasted dealing with the situation. I suffered $370 in economic damage for the incomplete service. Undetermined amount of business damaged due to incomplete work.

On 8/25/09, I noticed that the computer had a gap on the front of shell, where it may have been opened or dropped. The condition of this laptop was not like that when I took it for repairs. I went to the store manager (**) who stated that their policy is that if a computer is dropped, then that employee would have to notify him. I am not satisfied with the manager’s response to damages on my laptop. Cost for restoral was approximately $139 and why wasn’t the audio/video issue brought to my attention at the time I picked it up. Consequences: PC shell damaged in front corner and right hand side, audio card not working at all, video card damaged.

Several more days passed, calls were exchanged, and I was able to pick up the computer. After bringing it home, it shut off just as before. They said it was still under warranty for the services performed, and to return it. After several more days, I received a phone call stating that the problem was the power supply after all, a suspicion I reported when I brought there in the first place. I was informed by the technician that the power supply was a "proprietary" item, to which they did not have access: "If you can bring us the part, we can put it in." Promises of obtaining the part number and returning phone calls were not kept. I was informed by the technician that my service charge (prepaid prior to work performed) would be refunded. I informed them that I would pick up my computer and wanted a full refund, including the diagnostics charge because they withheld information about not being able to fix a suspected problem in the first place.

The supervisor stated that it is not their policy to refund and that all services were OK'd by me. They offered to find and install the part, which previously was unavailable. By this time, Geek Squad had proven themselves to be non-trustworthy and inept, so further service was declined. The Geek Squad wasted 2 weeks of my time, performed unnecessary work, delayed repair of my computer, and they refused to refund any of my $212. I filed a complaint with their Central Public Relations Division, but they reported they could do nothing about securing a refund. They seemed genuinely disinterested that their employees provided misinformation, low-balled estimates, performed unnecessary services, failed to follow through on promises, and showed a pattern of general deception. Resolution will continue to be pursued.

I returned them to the GeekSquad for repair, as advised by Best Buy; I paid $170.00 ($85.00 each) as the required fee to have them sent off for warranty repair/inspection. That fee was non-refundable since both "estimates" for repairs were more than the original cost of the items when purchased. The third one (Acer) developed a virus (user error) and we were charged $219.00 by Best Buy/GeekSquad as their in-store fee for work-related removal and clean-up on 7/29/09. On 8/7/09, we were advised that there were additional problems that required sending it off for warranty/manufacture repair; we were told it would be a few more days and additional fees. The iPod's glass face cracked in March/April and we were told that it had to be sent off to the only place making those repairs. Best Buy gave us the name, number, and information required for that repair.

That company has lost the iPod and needs pertinent information regarding the purchase date/price/serial number to even locate our iPod. I contacted Best Buy only to find out they do not keep any records as to serial numbers, etc. for products sold and they couldn't help us at all. However, they helped us replace the iPod for my son by selling us a new one. We've spent thousands of dollars and have little or nothing that is even usable and we cannot seem to get any help from Best Buy except to be told we “should have purchased the extended warranty" several times when our electronics weren't fixable without spending more money. I am extremely upset, disappointed and want to know why they continue to get away with this blatant lack of customer service or respect for the consumer.

I have spent too much time and money and have driven 600 miles to retrieve this item (since this was a Christmas gift that I have purchased) and had to go and get it back so that I can get it repaired. But it was never repaired and no effort to contact me was ever made. After nearly eight months and many phone calls, I finally got a so-called credit, but I'm told I can't make a purchase unless it's in a gift card. However, the problem is I have not received this card nor the money I was later promised instead of the gift card. I am just tired of talking for hours at a time. I get transferred from one person to another and promises are made, but I never hear back.

On June 5, 2009, the in-store tech again replaced the video card after running some diagnostics, but was unable to repair the unit. I was informed that the unit would need to be sent out again. On June 17-18, 2009, I was notified that the unit was ready for pick-up. I arrived to pick up the unit, at which time I was told that the hard drive was replaced and was asked if I had brought the re-load CDs. No one had told me to bring those CDs. I took the unit home to do the install myself. Upon getting the unit home, I removed the tape that had been placed on the 2nd (unused) drive bay door. The door would not stay shut; it had been broken sometime during the repair process. I immediately called Best Buy and was told to bring the machine back in and that the repair to the computer drive bay would be expedited. Also, I took re-load CDs into the store so that operating system could be re-loaded.

On July 4, 2009, I called Best Buy on my way home from vacation. I was told that the computer was not ready yet and was scheduled to be in on Monday July 6, 2009. On July 6, 2009, I called Best Buy and was told that the machine was not in and would not be in for another 5 or 6 days since it was being sent UPS and not expedited. I was also told that it may be in this afternoon, so I will be stopping by to check on it.

On July 6, 2009, I stopped at Best Buy on my way home from work. I was informed that the unit was in. The tech went to get it, at which time I informed them that they had my software and were supposed to re-load the OS. After about 20 minutes, he finally found the disks. They told me it would take 5-6 hours to re-install the OS. I informed them that I would be back the next day to pick up my machine.

On July 7, 2009, I arrived at Best Buy 24 hours after my last visit. After a long delay, I was finally informed that they were having issue loading the OS. I was finally told that it would probably have to go back to the repair center since they couldn’t load it! I left the store, called and spoke to manager Mark ** to express my dissatisfaction. I got the standard reply, “I’m so sorry about this. Call corporate.” I called 1-888-Best-Buy and spoke to Geraldine. After a 50-minute phone call, I was told that I would be receiving a $50 gift card in the mail and that a request would be submitted for a machine replacement. This would take 3-5 business days.

On July 10, I called 1-888-Best-Buy for a status. I was told that it would actually take 5-7 business days, so no news yet. On July 13, I called 1-888-Best-Buy. The person I spoke to was unable to find any information about my prior phone calls. I was informed that I would be getting a phone call from Geraldine within an hour. No phone call was ever received. There were other issues every time I call the Geek Squad at the Glen Burnie, Maryland Best Buy. The phone rings endlessly and then someone picks up the phone and then immediately hangs up the line. This is very frustrating and happens at least 3 times before I get through to a Geek Squad member. I have now been without my computer for almost 8 full weeks.

This did not set well as you can imagine, not only because of all the money we've spent in their store, but the way we were treated. We've had several experiences with computer problems, which they fixed after having to take it in many times, due to a different person telling us different problems. We are not pleased with their services and hopefully, we'll find a better place to do business with. It's a shame they don't live up to the standards of the Best Buy name. We, thank goodness, have corrected the problem with the camera ourselves.

The next day, I got an email telling me the computer was repaired and ready for pick up. I drove the 25 miles to the store only to be told that the email was in error and the computer was not ready. I was upset and told the agent as much and he was extremely rude and arrogant. He told me that I had not brought a receipt in and it was my fault. By this time, I was getting a little upset and asked to speak to the manager. She determined that I had in fact brought the receipt in but they had not entered it into their system. She apologized and told me that she would make it right with a gift certificate or something (which they did not honor).

The following day, I went back to pick the computer up (five trips now) only to discover a large scratch across the cover. The same agent that was ugly to me before apologized and told me he'd like to give me a gift certificate for the damage. I refused, initially, but felt like $25.00 was a small fee for the damage so I accepted. Now, 31 days later, my laptop began blue screening so I took it back to Geek Squad since they had done the work. They looked it up and told me it was one day past their warranty but if it was the hard drive again, they would replace it at no charge. The agent even called the manager over and he said the same thing to my granddaughter and me.

The next day, I get a call saying the hard drive is bad and they will replace it. But I need to bring in all discs that came with the computer. No disks come with this particular computer and they should have known how to restore it as it is customary with this particular model. I took the paper work I have back out to them and he again told me and my granddaughter they would replace the defective hard drive at no charge.

The next day, I get a call from the agent and he informs me that I am several days out of their 30-day warranty and it will be $100.00 for them to replace the hard drive or I can order it directly from the manufacturer. I told him that he and his supervisor had told me twice previously that the hard drive would be replaced at no charge. He was rude and abrupt and told me he was trying to help me in a very condescending tone. I told him the manager said he'd honor the warranty since it was just one day over the 30 days but he told me he could not do that. I told him to leave it as is and I'd come to pick it up.

If all this was not bad enough, I went just now to pick up my laptop and was told that I needed to sign a piece of paper. When I read the paper, it stated that I had been informed that my work was out of their warranty and the hard drive was not under warranty. I refused to sign the form and told them I would not sign anything stating that the hard drive was not under warranty when it was only 31 days old and had a one-year warranty. The agent became angry and told me I could not take my laptop unless I signed the paper.

I already had it in my hands so I proceeded out the door. He yelled at the security guy to stop me. I stopped once outside and explained the situation to the security guy. The angry agent came out the door and told me he would not allow me to take my computer unless I signed the form. I finally told him it was my computer, I did not owe them anything, and I was leaving. He yelled at the security guy and told him never to let me back in the store. I made a total of eight trips (40 x 8) for a total of 320 miles and they did not repair my laptop. Being verbally accosted in public was very humiliating.

It honestly seems that the more they send it back and forth the more that is wrong with the unit. I am a designer that uses this laptop for school and work, I am also a single Mom and this MacBook was a huge investment for me and I have not only had to drop out of school, but I have not been able to work from home, not to mention the numerous trips back and forth to the nearest Best Buy, which is 45 miles one way from me. I have driven that back and forth at least once a month for the last 6 months.

I called my provider, and when talking to SBC to get back online, I realized a disk was left in the computer. It was a customizer 3.7.0 disk from Geek Squad. While getting online, my computer screen went blue with white lettering superimposed on top of it's self. SBC said since it was just worked on, I should shut it off and try it again and that it should work like it's supposed to. But it went to the blue screen again.

I called Geek squad again, and they said to bring it in. I left the laptop open to show them in writing (I also took a picture with my cell phone.), but the laptop shut off before I got to the front of the line. They kept it and redid it again. Again, I had to bring the security program back (I had to drive back home to get it.). When I got the laptop back, I tried to go online again, and again, it went to blue screen.

I called the Geek Squad again, and again, they wanted me to bring it back. So I did (even brought the security program with me this time). I reminded them I only have dial-up. They told me again they only have high-speed. I asked how they can see the problem if they don't have dial-up (the speed I use at home). The guy behind the counter said he knew of one person who can hook it up to dial-up (Only 1 person, and now, they can hook it up to dial up?). I left the computer again and explained I was going to be in the hospital and was getting out on the 23rd of April and wanted it by the 24th. That would give them at least 5 days to fix it (when my computer had no problems but needed cleaning and a new security program).

On Monday, the 27th of April, we had received no call from Best Buy; so my wife went in and talked to a JP. He told my wife (after looking for the computer and only bringing up paperwork without the computer) that it is "most likely" the motherboard going out. He said it must have been bad since we purchased it? He said he is willing to give us the $120 for the clean out back. They will keep the $70 for the diagnostic check (?) and they will reinstall the new security program. Why do I need a new security program on a laptop with a bad motherboard that doesn't work?

My wife said she needed to talk with me about the problem and left. (Mind you, they searched for my laptop, didn't bring it up with them, and only brought the paperwork.) To us, this was odd as the times that we have taken a computer to Geek Squad and when we would go for pick up, they wouldn't just bring us paperwork. The next day, Tuesday (the 28th), we called the store and spoke to Edwin (the general manager) who said he had to speak with JP and would get back to us either later that evening or morning the next day.

Well, Wednesday (the 29th) came, and at 2pm, after not receiving any call, we called them and spoke to Brian. Brian said he would give us all of our money back and our non-working computer (?). I spoke to a Janelle (very nice) and told her my story. Janelle said that Edwin had started at noon and was in meetings since then (?). She said that she would have Edwin call me after his meetings. Brian called me instead. Edwin had passed us to him. Brian gave me the same offer, so I asked for the district manager's phone number. Brian said there wasn't one. I would have to get it from the Best Buy consumer help people at the 888 Best Buy number.

I called it and spoke with a Frank and told him the situation. He put me on hold and tried to contact the manager at the store. After 16 minutes of being on hold, he came back on the phone and said he couldn't get a hold of anyone. Then he said he would call me back later, probably the next day. I asked him for the district manager's number. Frank said that he didn't have it. I would have to get it from the store.

I told him the store told me that I would have to get it from you and asked him to get it for me when he contacted the store. He said would not. He said it wasn't part of his job. Frank told me he had a supervisor that might have the number. I asked if I could talk to his supervisor to get the district manager's number. He said yes but as soon as I talk to his supervisor to get the district manager's number, he would not be able to help me anymore. I asked him to get me his supervisor.

Jesse, his supervisor, got on the phone. He said he needed to call the store and put me on hold. He came back on the phone and with the same offer that the store had previously offered us. That is all he said he would do. I asked him why I would take a computer in to be cleaned out and be happy with my money back and a computer back that didn't work anymore. Again, he said that was all he was willing to do. I asked for his supervisor, and he said he has none. I said somebody has to write you a review. Then he said the only person I could write to that could change his offer was the CEO, Brian Dunn, and he gave me the address.

I wrote Brian Dunn and sent it UPS with tracking, and yes, he did receive it back in May 2009. I gave Mr. Dunn all info pertaining to my complaints and also asked why the diagnostics didn't find anything wrong with my computer and if their deal sounded like a good deal to him. Today is the 6th of June 2009, and still no word from Mr. Dunn. And yes, this Best Buy still hasn't presented me with my now not working computer. Yes, Best Buy still has this computer, so they say.

All I want is for my computer to be returned in the working condition they received it in. But we know this is not going to happen. I need someone to help as Best Buy, not even their CEO, is contacting me to resolve this and in the fashion I requested them to do. Give me back my computer that is working like it was before they did what all they did to it.

I took it to Best Buy where my boyfriend bought it with the receipt. Geek Squad said they would send it in for repairs. 2 weeks later, I received a call and was told it was not repairable. I called Best Buy to find out more information. What they told me was liquid damage. I was stunned. How could that be when it has not been exposed to any liquids?

At this point, I feel I am SOL. I do believe and have heard other people say that this is a scam so they can get out of the warranty. I will never ever buy another Kodak product! My camera went in for repair on May 3, 2009, and it is already June 4, 2009 and I still do not have my camera. So far my boy friend and my self are out of $189.00, the cost of the camera.

More than two weeks passed since he told me that Best Buy would contact me. My waiting continues. In the mean time, I’ve contacted customer service numerous times and spoken to two different supervisors and a few Geek Squad agents. One of the supervisors agreed to submit a replacement request and assured me that I will be contacted with the decision. I am still waiting. Soon it’ll be a month since I first contacted Best Buy with this problem and more than a month without a working TV.

During this ordeal, while dealing with customer service, I’ve spent a lot of time being on hold and explaining my problem to every agent that was connected to me. Furthermore, because of the distance from work to home, I was forced to take a couple of hours from work to meet the technician on April 3rd. This episode has also cost me two months of subscription fees to Netflix and DirecTV. I would’ve suspended both accounts had I had known the repair would take this long. Every time I talked to a Best Buy agent, after apologizing profusely, he/she assured me it would be repaired very soon.

In April 2008, the FCC fined Best Buy $280,000 for failing to alert customers about the digital conversion (Los Angeles Times, April 11, 2008). In March 2009, a class action suit was filed against Best Buy in U.S. District Court for allegedly violating its Price Match policy in NY State. Two former Best Buy employees claimed the retailer had an undisclosed Anti-Price Matching Policy and encouraged employees, in part through training and financial bonuses, to deny price match requests (HD Guru 3/21/09).

It is evident that Best Buy engages in unfair and unethical practices. I believe they’ve deployed delay tactics on me, hoping to avoid repair/replacement costs. Decide for yourself whether you want to patronize a company like this.

I purchased the Dell XPS16 and have had issues from the first week I got it. The system crashed the first week which I was able to get back up only to have all my songs gone and my VPN hookup. It was a miracle; I really didn't have to do anything except to keep trying. It seemed to be working okay until yesterday when I was checking a disk I burned to see what was on it and my DVD/CD Blu-ray disk froze. I wasn't able to close anything down even with shift, control, and esc. It resulted in having to close the power button down. I turned it back on, restart using normal system. I got the initial log in screen back and was able to log in only to get no response except welcome. Welcome to what? The system never came back up again.

I spent over $2,000 after adding a number of things, warranty, etc. Now, my laptop has been sent out, and I am again without a laptop (I used for work and business) for 10 days. No replacements were offered or available. They even wanted to charge me $100 to save what I did have on the computer. I work from home periodically, (commissions’ analyst for a stock firm) through VPN. I also have a side business doing weddings. All my data will be gone (thank goodness I didn't have the laptop long). It frustrates you that you spend good money and get lemons in return.

We were told by Geek Squad that we had to bring it back to them to check it out. So back to Best Buy we went AGAIN. The salesman that sold us the computer and software told us that it was compatible, but apparently the software was for a 32-bit system, and ours was a 64-bit system. Best Buy told us that we needed to have the entire system cleaned out. It would cost $130.00. I argued with them until they admitted that it was their fault and swept the system for free. They also told us that there is almost no software out for 64-bit systems because its so new, so we can't download anything on it.

We bring it home, AGAIN and about two weeks later, it won't recognize the internet connection, AGAIN. We take it back AGAIN. This time they have to send the computer out to ACER themselves to solve the problem because they can't figure it out. By this time, I am so mad that I go to Walmart and buy an HP like I wanted to in the first place. Which, by the way is the computer that I am writing to you on, and it works perfectly. My wife called Best Buy a couple of days ago, and asked if the computer was ready, and what was wrong. She was told it was back, and the motherboard had been replaced. We were not impressed as this computer is now barely three months old and a major component has been replaced.

Today, I get a call from Geek Squad telling me that the computer was still not running right, and did not pass the store's inspection, so they were going to have to send it back, again. They told me on my voicemail that I needed to call them and approve them sending it back to ACER. I was so screaming mad that my wife had to call for me instead. She told them that we would not accept this computer back and that we either should get a new replacement, or get our money back. We are waiting for the Geek Squad supervisor to call her back. I doubt that we'll get anywhere with them.

A week later, David contacts me from customer service to tell me the repairs are not covered by the warranty and that the laptop that I had purchased for $549 (without counting the installations and warranties) would cost me $891 to fix. He said something had spilled on the laptop, I told him that I had asked for that coverage and he said that it didn't show up but that if I could speak to customer service, they could fix it and the warranty adjusted. For 2 days, I tried calling and got the run around so I went in person to the store and asked for the manager. Eaen was called and I explained the situation to him. He had the nerve to tell me to purchase another laptop and he would try to give me 10% off. I told him that all I wanted was the original fixed because I had paid for the warranty, I didn't want to be out almost $1000. Eaen then told me to sell the laptops for parts and insisted that I buy another laptop. I got upset at this and asked for the laptop back because I didn't want to be jerked again. Is there anything that can be done to stop these people from fooling us?? I feel so betrayed and jilted and my daughter cannot even use her birthday gift.

I took the computer back to BB and GS and they said they would look into it. No apologies, no "oops, we didn't fix your problem, what else can we do for you?" They called me back about a day later, went to pick up my computer. They assured me that the computer was working. I got home that night and the machine would not even boot. This made me think that they didn't even turn the thing on to make sure it was working. At this point I was very frustrated, so I called BB and asked to speak to a manager. The manager was very nice, and went to talk to the Geek Squad. They assured the manager that the machine was in working order and that they tested it. So I brought the machine in that same night and the Geek Squad plugged it in and it started up to a Blue Screen and would not boot up.

They looked a bit embarrassed, but then told me the only thing they could do for me at this point was send the machine back to HP. So after a week and a half of dealing with the Geek Squad, they still needed to send it to HP. I am a freelance Graphic Designer, and have not been able to work for 2 weeks now. The experience with the BB Geek Squad was so horrible that I will not be purchasing anything from Best Buy again. It is a shame too, since I used to use Best Buy for most of my small business purchases and used to refer people to Best Buy. I am now taking an active opposite approach and letting people know about this situation and the poor service provided and pointing people away from Best Buy for purchases and support. I understand that computers have trouble, but the service provided was horrible and has drawn out the problem for far longer than needed.

I should have a working computer at my home office, and still do not. Luckily I found a fellow freelance designer who has let me rent some time on his machine in order to keep working. If the Geek Squad knew they couldn't fix the problem they should have sent it back to HP right away. I was also very disconcerted to hear some conversations between other people and Geek Squad employees, who were selling them services and products that they absolutely did not need, without giving them any options. I talked to one lady in particular about her situation, and she was very surprised to hear that there were 4 or 5 ways to solve her problem, all of which were about half the cost to her and much more convenient. All in all, my experience was the worst I have ever had with any service department.

We shipped it out, got it back, problem. The computer was still not acting right. He called again and was told they just replaced the mother board. So, in other words, they didn't bother to try and find and diagnose the problem? They just replace the mother board without even seeing if the mother board was the cause? They told us they'd sent out their Geek Squad guys to our apartment since he also paid for home service. He wishes he had done that in the first place. With most things like this, you have to schedule an appointment. My brother is on disability, so the guy shows up too early, my brother can't get to the door, and the guy leaves. My brother calls Best Buy only to be told the guy has no intentions of coming back and my brother will have to reschedule.

When a guy does finally show up for the next appointment, he's rude, and treats my brother like an idiot. He replaces the hard drive without diagnosing the problem. He leaves and eventually, the computer starts acting glitchy again. So clearly, the new motherboard and hard drive, did not fix it. My brother makes another appointment, this time (the guy is a jerk again) they replace some other stuff. Same result after he leaves, computer is not ok.

My brother finds out that Best Buy can substitute generic parts, instead of installing the original brand parts that came with your computer. The memory card they gave us, did not have as much memory as our original card and was a cheap generic. Also, the guy from the first visit took to case screws from our computer, along with the old hard drive, and claimed he can't find the case screws. My brother is now so frustrated, he goes to Best Buy demanding our original hard drive and the case screws. Best Buy says they will set up another apartment visit, and put back some of the original hard ware. They send another guy, and this time, he's not such a jerk. He puts back our original hard drive and the rest of the original stuff but leaves the [bad] new memory chip.

Our computer is now working again, but the memory chip has made everything slower. If they had just replaced the memory chip in the first place, when my brother shipped it out, instead of replacing the mother board, which was apparently fine, it would not have taken several months, for our computer to get fixed. My brother is now spending his own money, on getting a better memory chip since Best Buy will only give us a generic one. Extended warranty? What a complete waste of money.

I cannot complete school because of no computer or use it to access medical resources at work that I need to do my job. I'd like the computer fixed. It worked until 3 weeks ago. The damage is not accidental and a computer should not quit after 8 months

I called the manager of the Geek Squad about the IPod 2 hours later, telling her I was mislead into believing my IPod would be a new replacement. I did not get any results from my compaint. Best Buy stated that it was my responsibility to return the product within 30 days from purchase. EXCUSE ME! The IPOD revealed problems 40 days after purchase.

Best Buy suggested I could BUY a new IPOD, if I didn't want the used replacement. Best Buys does not appreciate how much I have spent on numerous purchases in the past year. NO MORE. Bye-Bye to Best Buy.
I am stuck with a used ipod. In other words, $300.00, plus, for a used IPod.

I contacted the manufacturer and was told by a Phillip that it was Best Buy's responsibility. I was at the customer service desk and informed the geek squad agent of the same and he spoke with the manufacturer. The agent hooked the system up and told the manufacturer the system was working. I was given the option by the manufacturer to send the machine to them and they would fix it or replace it with a rebuilt system. I was told by Best Buy that they could not swap out the system. I'd only had the new system since April and was unable to use the computer more than half the time.

I didn't want a refund from Best Buy, I just wanted a machine that worked. I paid for a new machine and I believe I am entitled to a new machine that works properly. Needless to say, I was sent home with the repaired system. After getting it home, the machine still did not operate properly. What is my recourse, if any. Seems like Best Buy's motto is You Brought It, Now You Are Stuck With It!. They did not say that, but I can read between the lines.

07/31/08, I went to pick up my computer and paid the $129 for the repairs. 08/02/08, I returned with my computer due to it shutting down, which is why I brought it to the Geek Squad initially. After the supposely repair (more virues removed), I went to pick up my computer, took it home just to have it shut down again.

08/17/08, I brought my computer back for the 3rd time for the same problem. 08/21/08, I call the Geek Squad in reference to my computer. I was told that they finally found the problem but it will cost me an additional $150 to have my power supply replaced. I spoke to a very RUDE store manager name Darrell, who basically told me in so many words, that I will have to pay for all of the service to my computer wether it was a fix or not or wether I requested it or not. I spoke with Best Buy's complaint department (Frank) and was offered a $50 gift card.

I've spent $200 for a dianogstic and viruses removed when after a 3rd visit the Geek Squad dianosed it is my power supply that needs to be replaced, I've driven approximately 10 miles back and forth 5 times, and my computer is still not repaired. Why should I pay Best Buy an additional $150 due to thier lack of? I had intention of not spending no more than $200 to have my computer repaired.

If I was told initially that I will have to pay $129 for virus removal & $150 for a new power supply after paying the dianogstic fee ,$79.99, I would have not agreed to any further service and purchased another computer. If, I was told initially that it was the power supply, I would have agreed and maybe? only made 1 trip and not 5. This is now becoming very stressful and a finance burden, especially with the price of gas and I may not be able to apply for my on-line courses.

On 8/15/08, I went with my daughter to check on the status of the computer. We asked the customer service rep if her computer was ready, he told us no. We asked when it would be ready, he said he did not know and could not tell us. I asked to talk to a manager at that point, 10:15AM, and was told none was available, that they were in a meeting. I left my cell phone number with the customer service rep and asked him to have the manager call me. The manager never did call me.

I called the store that night and asked to speak with a store manager and was told that there was no store manager present at this time, approximately 7PM. I asked to speak to any manager present. When a manager answered the phone, I explained to him everything that had happened and the poor service my daughter had received and expressed my anger. He put a geek squad member on the phone to tell me the computer was fixed and ready to ship back to the store. He then hung up the phone.

I called back to the store and requested to speak to the manager again, I told him I wanted my daughters money refunded for the poor service she received. I was told by the manager that he would not refund her money and that I could talk to a store manager, Charles, which magically appeared at the store. He told me the same thing and told me it only took 3 days to download her data.

My daughter received her computer on 8/20/08 with scratches all over the cover of the computer. She was so happy to get her computer back and get out of Best Buy; she left without even complaining about it, which would not do her any good anyway! I have spent well over $6,000 at this store in the past 2 years. If this is what Best Buy considers customer service, I have spent the last penny in any Best Buy store. This is one of the worst examples of customer care and customer service I have ever witnessed.

A repair person from Geek Squad came to my home to diagnose the problem. We knew what the problem was, just a simple lamp replacement. He said he was not told what the problem was and did not have a lamp. Evidently the Bust Buy person was incompetent and did not do his job, or just plain told me a bold faced lie. The Geek Squad person did pull the bulb out and looked at it and said yup the lamp is broken. He said we dont have one, but I will overnight one and you should have it tomorrow. Oh and buy the way, I may not be able to get back to you for a few days so do you mind putting in the lamp? I thought that was poor service but agreed.

Well Friday came and went, no lamp, no lamp on Saturday either. Of course there was no lamp on Sunday so we waited Monday. Still no lamp. I called Bust Buy service and after being transferred to Keith, to his supervisor Karen, who told me there was not record of my problem. I gave her a complete detail of the history of the problem which I had already done with Keith. She seemed to not believe me. I quoted all information that the Geek Squad guy left me on the work order. She even asked me what the truck number was on the vehicle he used. Do I have to record things like that?

Anyway they tried to transfer me to Geek Squad but lost me. I had to do it all over again including listening to the music for about 15 minutes. I went over the problem completely again to first a call taker then to another supervisor. They again transferred me to Geek Squad. I had to tell the same story to the guy there. As we were talking I heard a click and the phone went dead. I called again and got a different person at Geek Squad who I had to go over the problem again. He just hung up on me. I was not rude or abusive in anyway. I then got into my car and went to the Lacey Best Buy store.

I asked to talk to the store manager. They gave me a person by the name of Dennis. The employees used some kind of other name for the manager and I am not sure he was, but he said he was and I asked him to take me to his office. He said he did not have an office. He corrects and talks about employees performance in the middle of the store, He promised me he would call me at home during that evening. At about 7PM he called and said I am sorry but we can not order a new lamp until 8/25/08. And then it would be up to 10 days before the lamp would get here. I could not believe what he was saying. I had looked on the Internet and there were numerous places that had the lamp in stock. I could have one overnighted to me.

I told him to refund my money and I would get one myself which I did with no problems at all. To me Geek Squad is just a bunch of kids with their first job and have very little experience. I fixed a computer for a friend who had not been able to have the Geek Squad fix their computer. The heat sink on the processor had come lose and the CPU was over heating. I asked the Geek Squad employee to get me a heat sink and they did not even know what it was. That is pretty basic.

When they can not perform they just bail our and give you what little funds you may have left in and extended warranty. There could not be a simpler support problem than replacing the lamp on a LCD TV. They could not even do that simple task for a loyal customer who had bought many products from them over the years.

I replaced the lamp at my own expense.

Mean while I get a phone call from Best Buy corp. The customer service rep. Mike tells me that Geek Squad has finally received my computer back from Sony but without an operating system. I called Sony to request the recovery discs and the Sony rep. asks me for the original work order number they gave Geek Squad before shipping it to them.8-13 I talked to a Geek Squad rep. and asked him for that number and he told me that there wasn't a sony work order because they had done the repair. I have a recording of Mike, the Best Buy customer service rep. stating very clearly to me that geek squad could not touch my computer as it was still under factory warranty and if they were to repair my computer it would void the factory warranty.

I have now asked for a complete refund $1,413.86. As I have lost my year factory warranty, was lied to countless times by several of their employees. I purchased a 3 year warranty, which would mean I would have to deal with these unscrupulous people for that amount of time. I want nothing more to do with Best Buy or Geek Squad as their business practices are shoddy at best. I told Mike exactly that last night when he offered me a $200,00 gift certificate that I flatly refused.

Service day came the guy shows up I told him the defrost heater is not coming on. He looked in the freezer, no trouble shooting, and tells me the defrost the defrost heater is not coming on however he does not have parts. The trip charge for today is $100. Now we have to wait for the part. Which by the way we have to pay for the whole evap coil unit even though all we need is the heater which is a seperate unit from the evap coil. He is going to remove the heater from the new evap coil and install it and let me keep the new evap coil if I want it.

The evap coil being the major assembly in the freezer and the major part of the cost and I don't even need it. He also made a derogatory comment to my wife and myself about us beign COD customers like we were some kind of not to be trusted low life because we did not buy an extended warranty. I have purchased many things from Best Buy---Never will darken their doorway again.

Lost a freezer full of meat and other foods. Will have to pay for parts I don't even need.

The downtime of this computor has affected my job search, and a computor class I have been trying to take online. Besides the inconvenience and cost of gasoline back and forth to BestBuy. I cannot even be contacted by email at this time since my computor has not yet been returned.

I then check out complaints filed against them and I found several people all over the United states have received the same problems, treatment, high charges. I believe their practice is to charge as much as possible for their service, do as little as possible, not stand behind their products, they refuse to call, return calls, and/or answer calls. I'm looking to have my money refuned since I have to put the computer back into the shop. Thank you

Slower system, loss of use for several days, still have a virus, desktop disabled.

The manager keep saying it was a miss communication and there was nothing she could do.Then the manager says my computer would still be under warranty but i had my phone number changed shortly after i got my pc over a year ago so i could not remember my old number she could not find my warranty info on my pc.I then asked for a number to complain all she could say 1-800-best buy and walked away.

The fun part having to listen to my husband yell at me for dragging him out and wasting gas for nothing plus tearing my pc down and taking it to best buy made me fear that all the carrying it and the ride will further break it

I had a flight next day to Baltimore. The product comes with 1 year manufacturers warranty; however, if there's any problem with the product I am required to see Best Buy as their tech support is recognized by the manufacturer. I can go to any Best Buy location (that was the reason in the first place that I bought it from Albuquerque). So when I reached Baltimore, I went to the Best Buy store near Inner Harbor. The tech support people were very inefficient and did not take any responsibility for the malfunctioning of the product. Initially they said that I can exchange it for another model (apparently, they did not have the same model in-store and also couldn't order from nearby store; they only had one for display for anyone to use and experience the product) or I can get the money back.

I spent the whole day there, but after wards they told me that if I exchange/return it, they will charge 15% restocking fee. The manager initially said that 15% may not be applicable for 'blue screen' problem, but later he didn't respond as well. Afterwards, I said that if they can make it functional I'll just take it. So they gave me a service receipt and took my computer for the night, saying they will install OS and drivers and asked me to come next day at 10.30 am. I reached there at Best Buy, at 1.00 pm I had my doctor's appointment. When I went there, one person told me it'll take 10 min. The after wards it became 2 hrs or so. I went back but was late for the doctor's appointment.

When I returned at 3 pm or so, I was told that my computer is crashed. But 10 min later another person told me it's perfectly fine and working. He showed me the computer, but I could see that it was not the one I purchased (it was the same model though). I pointed out a defect; the component near the screen was loose and deformed slightly. But there attitude was not good and told me that it's the one that I purchased and they are not responsible for any damage. Later I found that the computer has a different service tag no. than the one I bought.

I contacted the manufacturer and found that it's a different computer which was surprising because they didn't have any for sale, except the old demo computer. I tried calling the consumer relation at best buy, but I usually get the voice messaging system. They haven't contacted me yet for 2 days. Best Buy in Baltimore gave me another computer which is defected and told me its the same one. Please let me know what can I do in this case. I can provide more details about the product, my dealings with these people, warranty, etc. Thank you very much

Cost of the product is 1066. Lot of mental tension, time loss and work loss.

Naturally, I called Dell Computer. I was told by their customer service rep that Dell could not help me because they had a contract with Best Buy. So he suggested I speak to someone on Best Buy's Geek Squad about my problems. So I called Best Buy's number and was eventually connected to a Geek Squad specialist. When I told her my problems she said that she could help me but I had to pay $29.00. I told her that I just bought the computer and she said that it didn't matter, I still had to pay $29.00.

You know, when I bought a Dell laptop at Circuit City a few months ago, I was able to talk to a Dell computer specialist for free. Best Buy's customer service [is bad].

I had a conversation with the Geek Squad employee about how I was mislead that the extended warranty was supposed to cover all things no questions asked and that I could even get Free battery replacement if there was any doubt that the factory battery was flawed....in other words, deception at the time of purchase by the sales agent. At any rate I went to the store to pick up my computer and/or confront the staff about their deception and failure to honor the service plan they sold me..a 3-yr plan. The continuous replies I got from Geek Squad Staff and Mr Addison is that my unit only has cosmetic damage and therefore does not affect the operation of the computer.

I took my copy of the svc. agreement to the store show the staff I should be covered according to the service plan regardless of the deceptive sales tactics used when I purchased the unit and here's why... The particular model computer I bought and several other models built with the same or similar chassis is nortoriously known to have a manufacturer defect in the construction/design of the hinges...they crack, break, etc and it is well documented. It plainly says ton the Extended warranty that Manufacturers Defects are covered under the warranty... In another section of the warranty it states that cosmetic damage is not covered under the warranty, nut it does not state anything about this condition overruling the condition about manufacturer defect coverage inclusive.

Also, the Geek Squad staff and Mr. Addison stated that my cracked hinge (which will eventually cause the lid and screen to detatch itself from the base) did not affect performance of the OC and was considered cosmetic damage.... Well, Cosmetic damage to Mr Addison is like a scratch on a new car...My scenerio is more like a hinge/fitting on my hood that is cracked and about to break, leaving my hood in jeopardy of becoming detached and possibly ajar in the near future.

As of right now, I have to gingerly raise and lower the hinged screen because I don't want the crack to spread any bigger....so the manner by which I'm handling my computer is a mechanical aspect of it's performance, and has been compromised doe to the manufacturer defect. It is very obvious that Best Buy is trying to wiggle their way out of their obligation, and also that the sales of the extended warranty at purchase was a true act of deception in itself. I probably won't be buying anything at best buy anytime soon.

I was led to believe and Deceived that the extended warranty/svc/ plan would cover anything that happened to that laptop, even if I simply dropped it on the floor and it burst into a thousand pieces. The extended warranty terms and conditions are no where near the bumper to bumper-like protection that the salesperson indicated, but nonetheless there is a clause in the protection plan that should have covered me anyway, and Best Buy will not honor it. They have lied and are now trying to cheat me.

Damaged Hinge ~199.00 sale of the 3 year extended warranty $949.00 Replacement cost of the computer of they are unable or refuse to fix the one that I purchased $20 for expenses incurred for any additional trips to Best Buy to attempt to remedy the situation

He immediately took it back and they refused to give him a new one because they told him the box was shrinkwrapped. This is true, but we are not crooks and did not switch anything in that box. The floppy drive looked brand new and was all wrapped up, so I don't know if it was a mistake at the factory or something eles is going on in their warehouse. I do know they have shrink wrap machines and can rewrap anything.

I am out $151.54 dollars if MasterCard will not stand up for me in this dispute. Judging from the number of Best Buy complaints on the internet, these people are definitely lacking morals and must need to do this to make a profit.

My wife, daughters and I went to the store yesterday and the service counter tries to pawn off a camera that A): $30.00 less and B): had less features and zoom capability. My wife and 14 yr daughter said, no way that is totally unexceptable, so customer service rep goes into the back to talk to service manager then returns and says we will give you store credit for 159.99. I tell the rep that I would rather have my money back since you can't honor your warranty. At that point the service manager goes out after he hears my wife and I repeat our request for our money back. The service rep explains that the the only camera comparable to the one my daughters bought cost $180.00 so we would have to pay out of our pocket another $20.00. This is when I starrted to heat up a little and demanded my money back.

The Service manager then tries to rectify the issue. So I repeat to the manager that I'm not paying an additional $20.00 for a camera when your Geek Squad and my warranty state different so give me my money back and I'll take my buisness else where. The service manager then states, I need to know who I'm talking with you or youe wife because I feel like I'm in stero surround sound. I tell him your talking to me and don't be smart with me and give me my money back. Then he gives me the whole ordeal againg about we would get store credit and have to pay the additional cost for the new camera and another $30.00 service warranty for that camera.

At that point I told him to refund my cash again. At that point the service manager ask me to leave his store, which I complied with because my blood was starting to boil dealing with idiots refusing to give my money back. After waiting for about 45 minutes, my wife and daughters finally emerged from the store. They store got permission to give my daughters the $180.00 which was the only camera in comparison and they carried over the original service plan from the first camera to the new replacement.

If my wife and I wouldn't of been persistent in making them honor their warranty and also what they told us on the phone, Best Buy would have screwed another consumer out of $20-50 dollars. If you ask me, Best Buy has a pretty good scam going on: tell the consumer it can't be fixed and that your product is no longer being made but the next one in comparison is this product which cost more so we will store credit you and you make up the difference plus anthor warranty on that product.

As for me, I will never give Best Buy my buisness again and have told all my neighbors, family and friends to stay away from Best Buy.

So now to Best Buy, we have since been in contact with them, we have been told on several occasions that if our TV was not fixed in 14 days that we would be issued a voucher to go back to Best Buy and pick out a new TV of equal or lesser value. ( emails and a voice mail to back this up ) So tomorrow is day 14 no part to fix the TV. my husband called to get an answer out of them as this has been going on for several weeks that we have had no TV. He was told today that it is now up to 45 days for a resolution and that if we don't like it we can cancel out service plan and get the TV repaired at our cost.

Apparently they have the right at anytime to basically not stand behind their warranty and tell you to just take it. Basically they have written a warranty that they can take their sweet time and when they feel like getting to it they will, there is no cap on time you must be without. Just a we will fix it and you don't have to pay for it, but we will get to it. We have made several attempts to resolve this in a timely and professional manner, and yet we get told no when asked to speak with a supervisor etc. ( 7/1/08 )

So it has been a month and still no repair and no new tv as promised by several people. the tv repair people came out with the wrong part and has subsequently ordered this new part but it is not ordered it is in research status now. so they keep denying our claim for a replacement, but they keep changing the policy, to fit them not the consumer. if i would have known what i was in for with this company and their supposed svc protection plan i would have walked out of the store.

We have been without a tv for a month still paying a cable bill, and phone bill calling minnesota to talk to this seng person and such and about a total of 5 minutes of time wasted for the first time visit of technician but waited at home all day for the guy to show up and then the second visit with the wrong part to another tv wasted at home all day and he was here for not even and hour this time. but atleast he brough tools this time and had a clue as to why he was here although not a clue how to fix it.

Dell tech support referred me to best buy. Best buy referred me to geek squad. Geek squad told me I had to bring the machine into best buy. I brought the machine into best buy spent 45 min waiting in best buy and was finally told geek squad that I had to leave my computer with them so they could send it to KY for repair. I would be without my computer for 3 weeks! I use my computer daily and can't be without it. The machine works perfectly it's just the cd. I asked them to order the part & I would bring my machine back into best buy to replace it. No, they had to send the machine to KY. I ask them to send the part to me & I would replace it. No, they couldn't do that because they couldn't guarentee my quality of work.

I then spoke to the best buy manager. I said if that if I had to be with my computer for 3 weeks, then best buy should give me a loaner computer. No, that she couldn't authorize. Send the machine to KY or nothing. I then came home & called dell. After all it's a dell and it is only 4 months old. I asked dell to send me the part. They said because I bought it at best buy I had to call best buy, they couldn't speak to me. I went though everything that had happened at best buy. The non-native speaking english person just keep reading the same line of the script. I had to call best buy...I called best AGAIN, they told me to call geek squad. I called geek squad AGAIN and guess what geek squad told me this time? I could either bring it back to best buy to send to KY or, I could purchase a cd drive and they (geek squad) could come to my house to install it; for a charge.

That sounds like a ZERO warrenty to me.... I have purchase a comination of 10 optiplexs & latitudes from dell for my company (self owned) in the past 8 years. I find it absoluetly outrages that I can not get service for this dell nor can I get a stupid $20.00 part sent to me for me to replace myself! Do I have any recourse? I'll buy the dumb part, it's the principal.

Just aggrevation & stress.

After about 3 weeks I was called to P.U my camera. Came home, placed the fully charged battery in, still would not go ON! Called them again, same scenario experienced, The clerk was beligerent, insulting, insisting I needed to personally deliver it, discusted I hung up. Called Panasonic in Chicago,was instructed to send it to them. I wrote a complete explanation of experiences with Best Buy, and sent letter and mailed, insured, signature requested. After 3 weeks and more repeticious explanation, 3 different quotes were made to repair it, all over $126.00 I finally told them to ship it back un-repaired. This WHITE ELEPHANT has cost enough.

Panasonic was asked to intercede with Best Buy, the subject was ignored. I think that a climatic Class action suit needs to be filed and persued vigorously by an aggressive law firm to resolve and set Best Buy straight or take them out of business. The officials also need to be held accountable and sentenced severely for fraudulent behavior,etc. I will not patronize Best Buy nor purchase another Panasonic product ever.

I have spent at least 100 hours so far, investigating this issue, my costs of the camera, and traveling expenses, surely my time has value, plus the inconveniences of NO camera. Any future contacts will all be in writing, forming a paper trail with these characters.

The next day I brought the car back at 10 am. On a rainy Wednesday at 11:40 Bernie said take your car to the dealership to get it looked at and if its our fault we will pay for it. So I took my car to Jim Ellis. After 2 hours I was told that the rear speaker started a chain reaction and a switch went out etc. Two hundred, fifty seven dollars later and the next morning I picked up the car at the dealership. That Thursday morning we spoke with Colson and left him with estimate/diagnostic information and he said his installation team would take a look at it. Later we spoke to Joshua. He indicated that the window motor was unplugged and that the window now worked. The dealership told me not to plug in the motor in fears that a switch would be blown again. The dealership reset the codes which apparently fixed the radio and speaker system. The keyless entry system still acts funny.

So Thursday 2 days after the installation was complete my car appeared to be back to the way it was when I left it there for speakers. Joshua offered half the dealer's fee, we did not feel that was adequate and he said he would call us back within 24 hours. He never called. We called him Friday at 4pm, Friday night and Monday and all he left was a message today around noon saying that he had not talked with dealership.

All we are asking for is that Best Buy stand behind their installation guarantee and promises. The problem took me personally 10 hours of my time to resolve so we gracefully request that you refund the installation charge as well. The email below is what occured to me almost a month when i went to Best Buy to get speakers installed. The Diagnostic charge was $257 and Best Buy only refunded half of the charge because it could not be proven that it was there fault, but they still could not get my window up, only VW could. I think that if they could not get my window up and I had to take it elsewhere, Best Buy should have to pay? Am I correct? Well they said no and that I got ripped off. I was patient with them and kind but I believe that Best Buy took advantage of me.

Now recently my air condition stopped working a couple of weeks ago, A mechanic said it needed new relays under dash which is where Best Buy did some work. I called Best Buy, they said again let us look and if its our fault, we will pay for it. But they never admitted any wrongdoing before yet everything worked before I went in, but not after I left. They also said that it to dealership get a diagnostic again and if its our fault we will pay for it.

I lost $125 for the installation charge, air conditioner, and would also like installation charge

On the 11th she set up new password so that she can do a system restore and the computer shut her out. Computer wont let her go to safemode at all. Contacted a Double Agent and they tried to troubleshoot her through safe mode and it still didnt work. Agent in store downloaded a whole bunch of updates and computer completely shut down.

Getting error messages contact application manager. She has taken 4 round trips in one week. Client is very upset and definately wants her money back. Client stated that the Geeksquad Double Agents were very rude to her and she is very upset because she states she is a loyal customer with Best Buy. Everytime she took her computer in to best buy to have her computer repaired Best buy and Geeksquad representatives were VERY RUDE.

I was pretty displeased with news and explained that my one expectation was that the wires would be concealed during installation and when I repeatedly asked the sales rep, he repeatedly assured me that it was included. I was more than willing to pay extra at the time of my original purchase to ensure that the installation was clean/concealed but for this to occur during the day of installation was a complete lost of trust and feel that I'm incurring fairly steep hidden costs. To the credit of one of the Geek Squad techs, he was apologetic about the misunderstanding and attempted to explain the reasoning behind the additional costs. He went a step further and called the Best Buys store and talked with the manager of the Magnolia Home Theater and General Store. The MHT manager stated he would credit my account 1/2 the cost of the wall mount system, which was a reasonable attempt to correct the situation. Unfortunately, the 2nd tech kept quoting prices in generalities and it was until I requested a written estimate of the costs that I was informed that it would cost an additional ~$600.

At this point it was nearly 2pm and I was still without my original request. At this point, I opted to continue with just the basic wall mounting, returning the home theater installation + home theater system + brackets. Unfortunately, there were some structural issues with my home/studs and I was forced to return the original mounting system for a larger one. Once at the original BB store, the customer service desk was abhorent. The MHT manager who offered to reduce the wall mount cost had departed for the day but assured me on the phone earlier that he would explain my situation to the next manager. This manager was present and his attitude was suspicious and extremely reluctant to accept any of the merchandise for return. It should be noted that all merchandise was in it's original packaging and with the exception of the wall mounting system, unopened. This manager then called a second manager who was even more unfriendly and uncooperative. At one point, I felt lucky to receive my money back...forget about trying to seek some sort of compensation for the hassle of dealing with all this.

Needless to say, I purchased a less expensive wall mounting system and the credit I was afforded earlier in the day was quickly rescinded and I would receive no credit since I was making a smaller purchase; in addition to returning my home theater system. The one silver lining to this whole experience are the efforts of one of the Geek Squad technicians who called me back later in the day to follow up on the situation. This tech explained that they were at a second job and would be unable to return to mount the system as he had explained they might be able to earlier. I explained that I had already rescheduled the install and was hoping he, specifically, would return to install. He explained that he would not be able to since he was merely filling in for another tech and was assigned as a district manager or in the district office. My only hope is that this tech/manager influences his office and other techs to apply solid customer relations, professionalism and genuine empathy in future installs...without him, I'd likely never to have continued with this BB purchase. As it stands now, I'm not likely to return to BB nor recommend this store to others.

I called the Customer Relation department and spoke with Beth, and she could not help me, either. She said I need to speak with someone at the store. I was on hold for 17 minutes for nothing....

I'm very upset!

I spent $129.00 and 10 hours of my time, and I still do not have a resolution of my issue. I should least have written documentation on what was done to correct the problem so I can take that to a different professional. The first three reps wasted so much time on unnecessary virus scans and NO time on the actual issue. I should not have to call back in a get a different rep every time, there is no way to reconnect with the person you were previously speaking with. No Supervisor's were available to speak with at anytime. A complete waste of time and money. I think the Geek Squad's online service is a scam!

Next thing I know Agent Ryan is calling me, and the service center has fixed my laptop and it is on the way back. Did they back it up? No. I went to pick it up on 2/6/08, and this incredibly rude Geek Squad guy named Chris did not like the fact that I was unhappy about my information not being backed up. He wanted me to just take my computer and go away. I told him I thought it would be a good idea if I turned on my laptop to see if it even worked. Well wonder of wonders, it did not! My hard drive was missing. Chris snatched my receipt for the backup and left. Out comes Agent Ryan. They have found my hard drive and are backing it up. I said what is the point in that? Just put the hard drive back in the laptop, and I'll back it up for free at home. The hard drive gets put back in the laptop, and now it doesn't work. It's looping. It was working fine prior to going to Best Buy!

Agent Ryan now states that it could have happened at any time, but he will give me a new hard drive and load Windows. Now I notice that my battery is not in my laptop. Agent Ryan points out that on the paper I was given when I brought the laptop in it only listed my AC adapter under accessories. Well forgive me for not knowing that my battery should have been listed in the same area. No one informed me. Now my hard drive with all my pictures and information for the last three years are wrecked, and I can't retrieve anything; and my $300 battery is gone. As for the internal cleaning, the snit Chris presented me with a brochure on the extended warranty which stated that cleanings were not covered. I immediately flipped it over and pointed out to him that the brochure was revised in June of '05, and I purchased my computer in March of '05. I went home and found my brochure which stated that fax/multi-functional machines should be internally cleaned at least once a year. Well surprise, surprise, now Agent Ryan claims a laptop is not multi-functional, printers are. So besides my hard drive being wrecked and my battery missing, my laptop is filthy. Best Buy should be closed down.

I have lost three years of information and pictures. I no longer have a battery for my laptop.

I am not driving 2 hours to return this item or have it installed, and I am not paying to have it returned by mail. BB would not pay for shipping to have the item returned. This is the worst business practice I have ever dealt with. And your attorney may contact me at any time.

I ate it for a computer that cost over $2500 and never worked. They have not replaced it two years later after sending it to corporate over 4 times and me submitting it to be repaired to their Geek squad over 18 times. Don't buy ANYTHING from Best Buy.

As of present time I still have not received authorization for store credit to purchase another PC nor have received my original PC back from the repair center. I have called the Best Buy Store a number of times to find out the status. I have been told that the PC is being repaired. I talked to Travis, and Steve, another store manager, with my concern of repairing a PC that caught on fire. I am concerned that it may happen again and also shocked that the PC is being repaired. Calling Best Buy at the number given to me on my service order has been an experience in itself. I have stayed on the phone for over 30 minutes during business hours waiting for them to just pick it up. I have spoken to Karim, Jen, Travis (Manager), Steve (Manager), Mathew, Soka (Sales Manager), and finally Brian (Manager) who I told that I was going to file a case with Consumer Affairs and who replied, OK. I called the Best Buy Customer Service Center at 1-888-237-8289 and spoke to Branden and Tom with my problem, case #44956483--which did not help at all, since to date I am still without a PC.

I feel that if you put on a Service Order estimated Completion Date of 1/5/2008 that your PC should be completed within a few days of that time frame. I feel that the service I have received has been horrible and very unprofessional. I have purchased a TV, and recently a clothes Washer, and Microwave oven from this store in the past few months. At this time, I wish I had never purchased anything from this retail store.

I told him I am not a lot of people; I was ready to have a system put in my car also and spend almost $1,000 there today; but his customer service skills are terrible, and he can forget me coming there ever! I called back 5 more times to complain to his boss, and each time George himself answered the phone and just laughed at me.

This upset me so much I have been severely stressed out, and my husband's vehicle still does not have this system installed properly. I will never shop at any Best Buys again and will tell family and friends to do the same. The Waldorf Best Buys has a history of poor customer service, and recently this same store appeared in local paper because an employee ripped off a customer.

I contacted Best Buy's Geek Squad supervisor and told him what had occurred. His response was that although he was appalled that this had happened, there was nothing he could do about paying me back the money for the misdiagnosed computer. There was nothing he could do except offer his empathy.

I did call over 3 weeks ago and was told it was ready to be shipped, but on hold. I questioned why and didn't receive an answer. I have been without a computer for almost 6 months. I was concerned about buying a Gateway at the time of purchase and will never purchase another or recommend anyone else purchasing one. I have the Supervisors name and badge number, it's just not at my fingertips at the moment.

Trying to run a home based business without my computer, losing all my documents and files related to the business, has been difficult if not almost impossible. I didn't have a complete backup.

I will not shop at this stores. I have purchased computer, TV, washer/dryer, CD, DVD, IPODs etc. from this store. I want help in resolving this problem now. I feel very frustrated and angry at the lack of help and understanding. I have been told that their company can't do anything to help, but they are in the stores and when you purchase a computer from Best Buy, they are the ones who hook it up. Therefore Best Buy should be able to help.

Three weeks later after many phone calls they told me to come in and they would refund me. When I got there they wanted to refund me $84.00 and refused to tell me for what. I wanted to speak to a manager. This man yelled in my face in front of my daughter and said that he was not refunding me. I requested a new RAM because I felt that this was the problem, and he insisted that I pay for all work including the removal of the RAM. When I turned to get the RAM chip, no one wanted to help me as he made it seem that I was stealing. When I brought the RAM chip to the GEEK squad counter, they admitted that they had already taken the chip out and that was the refund they were trying to give me. What's worse was that I paid $130.00 for the RAM. Plus, when I got home, my daughter's computer was still not able to get into the internet and her game was not working. What was worse was that she had viruses.

I still have a non-working laptop with viruses, minus internet service and my daughter's sims game is unable to function. Plus, I am out $400. I also have a bruised ego, as the GOON squad bouncer yelled in my face and made it seem that I was stealing.

When I called again the guy was rude and acted like I was dumb and stupid. He said if it is stolen, then I have to waite 60 days to get a new pc. To me this is unacceptable. I will never ever buy anything from Best Buy again. I can handle a lot of things, but being treated as if stupid is uncalled for. I also found that if they don't want to talk with you, they do not answer the phone.

All of this was brought to the attention of store management, and I was assured they would address it the next day. A review of the work order (copy obtained when I dropped the vehicle off compared to the copy when I picked the vehicle up) clearly shows the technician covered his tracks by adding comments indicating the damage was done previously, which it wasn't. The paperwork proving the technician cove-up was presented to the manager. Best Buy assumed liability for the damages to the door panel, and a Best Buy Insurance claim was generated. The store manager assured me that the technician would be fired and his other techs would look at the installation and fix it. The store had my car for 4 more days before making the decision on October 29 that they decided to remove the system from my vehicle because, according to the manager, they couldn't figure out how to do the complete installation properly on my vehicle. The next day when I called the store to inquire of status, I was informed that arrangements were underway by the store to have my vehicle towed to the BMW dealership, Kelly BMW in Easton, OH. The store had my car towed by a non-affiliated AAA tow company without my authorization, and as it turns out, I had to pay the tow bill to get my car from the dealership. I am a AAA Plus member, and if I wanted to have it towed, I would have had it arranged under my coverage. Best Buy Claims did not cover the entire cost of repairs, and I had to incur even more out of pocket to get my car back.

Bottom line, I was without my car for over a month, and it cost me almost $600 to get my car back. Surely there are consumer rights issues with my case. I have documented all conversations with all the parties involved, and am very much interested in leveraging a lawsuit at Best Buy. Loss of use, aggravation, $600 out of pocket expense to get my car back -- this is unbelievable...please help.

Also, the Best Buy disk with my back files supposedly on it, was blank. Now they have lost or stolen all of my customers' personal data that can be used for the purpose of identity theft. I called the store and spoke with the Geek, and again no concern or consideration at all. Is this cause for a law suit against Best Buy?

At Best Buy in Emeryville, CA, I explained the situation, showed them the written condition of the camera when I turned it in for repair (minor wear of the paint) and expected to get my camera and leave. They said I had not followed their Procedure. I literally went through FOUR Managers having to explain to each one the circumstances; the guy at the Geek Squad counter; another Geek Squad person (about 19 years old); then his supervisor, a woman of perhaps 30; and finally a man who could make a decision. Even he had to disappear for 5 minutes to talk with precisioncameras, I assume, after offering me to split the difference. I had to stand at the counter for 45 minutes! I refused to pay for any part of the repair. Finally, he gave me my camera at no cost to me. Moral of the Story. IF you buy a Best Buy Warranty, it is no guarantee that it will be honored.

The camera is in the store for the third time, not fixed, and we will most likely have an on-going problem with them.

The night before my fourth physical visit I discovered that my PCMCIA card was missing. I just about lost it. I went in the next day and asked to see the service manager. He met me at the service counter, and in the presence of one of the robotic geeks, I explained the whole sad story. He then checked the computer and experienced all the things I was complaining about, and suggested to the geek that it may need to be cleaned. I then left for the fourth time, to return later that day to retrieve it.

I got the same robotic response every time I went. There was absolutely no concern, compassion or customer service. I am now out the money and have a missing disc and PCMCIA card. This was one of the most nightmarish experiences I have had recently. I will never darken the door to Best Buy again.

I live on a small fixed income; so far, I haven't gotten my money back. I'm still fighting.

I'm out a $1560.00 computer, lost over $6000 income, 26 hours drive time from home to Best Buy, and time attempting to resolve issue--weeks!

When I asked what would be done to replace my monitor he told me that his system also showed that I had already been issued a replacement monitor (a 22 widescreen monitor) and that was why I never received a call from them. When I told him that a replacement had never been issued, he said that there was nothing he could do because that is what his system showed and that there was nothing further they could do for me from the store level.

After receiving his computer back from best buy. He came home and set up his computer and found that his computer doesn't work at all. He has no files, no programs, no nothing. He took his computer back to best buy to have the problem resolved and they stated that they are not responsible for the damages done and they didn't know that this problem was gonna arise. They refuse to resolve the problem or even reimburse my son's money. So now my son's computer sits in a corner collecting dust which he only had for 5 months from date of purchase for best buy to screw it up then tells us that we cannot do anything about it.

Here it is almost two weeks later and no call and when I visited them they said its about 3rd on the list to get to. This is taking to freaking long for a lousy diagnostic. I'm just ****** because it seems I deal with someone different every time and who knows what goes on behind that wall if anything.