Geek Squad Why have a guarantee, when you don't stand behind it? Louisville Kentucky

Okay, I am trying to figure out why companies claim they have a 30 guarantee, when they don't stand behind it? When I called Geek Squad at the beginning of February to fix my laptop, I had two options, I could either go to Best Buy, which would take weeks to get an answer, or pay the $229.99 fee to have one of their "agents" come to my home and look at my computer, which is what I ended up choosing. During my initial conversation with them, the woman went on and on how there is a 30 day guarantee of their service, which gave me some peace of mind. The "agent" came out, and "fixed" the problem, however, within 48 hours, the same error message that I initally called about appeared on my computer, so I called them back. They sent another "agent" out, and he had no clue what he was doing, it was pretty much a waste of my time, he was on the phone constantly trying to figure it out, and surprise, he couldn't. I set up a third appointment with them, and the day of it, the "agent" called and said that I needed to take my laptop up to Best Buy. Which is fine, whatever, my question was, "What about the $229.99 I already paid, do I get some sort of credit or refund, since my laptop has obviously not been fixed?" I was told to talk to the people at Best Buy. Of course the people at Best Buy told me that I need to call the number I talked to before, since they could not issue me a credit or refund. I'm sorry, but aren't all these individuals part of the same company? Call me crazy, but they all where the same uniform. Of course I called the number, and they told me that I needed to go back to the store. So, since I was completely getting the runaround from them, I decided to file a dispute with my bank, since I did not receive the service I already paid for. This company is the worst, and I will never ever use them again, I guess I should of looked at this website before I decided to go through them. As of now, I am going back and forth with "Best Buy" in my rebuttal to get my money back. A company that does not stand behind their guarantee is pathetic and why bother telling customers about this guarantee when they don't feel the need to back it up.

Jenny S
louisville, Kentucky
U.S.A.