Best Buy Geek Squad Best Buy Geek Squad Laptop Warranty Repair Nightmare Rockaway New Jersey

My sister asked me to look at her daughters Gateway laptop and I determined that the hard-drive was dead. My sister purchased the extended warranty at Best Buy so I brought the laptop back to Best Buy and the Geek Squad sent it out for warranty repair. The nightmare begins!

Let it be known that this laptop went out for repair 5 times and that Best Buy never called me or my sister that it was ready for pick-up we had to call every time to find out it the repairs were completed. At one time I was told by someone at the Geek Squad desk that they were to busy to return any phone calls.

September- Laptop was sent out for hard-drive replacement.
Returned hard-drive replaced now CD-Rom is grinding and the laptop overheats and shuts off after a few minutes.

October- laptop sent back out. CD-Rom replaced but the laptop is still over heating and turning off.

November- the laptop was sent out for overheating issue again.

Laptop returned but now the enter and shift keys are sticking down and it sounds like sand under the keys. I returned the laptop and asked the store manager to acknowledge the fact that there is a problem with the keyboard that wasn't part of the original repair. Now we are in the holiday season and the repair is taking longer.

December- the laptop was returned and even though the notes on the repair stated that there was a problem with the keyboard they worked on the overheating again and did nothing with the keyboard. By this time I had it with Best Buy and I took the laptop home and called Gateway directly and explained the problems with Best Buy and about the keyboard.

I sent the laptop to Gateway and after a few weeks they called me to say that someone spilled something on the keyboard and it wouldn't be covered under warranty. I asked Gateway to send the laptop back to me. January- I brought the laptop back to Best Buy and explained that someone in their repair facility spilled liquid on the laptop keyboard.

The Geek Squad sent the laptop out for repair again.
February- I called Best Buy 3 times in 2 weeks about the repair process and they finally agreed to give my sister store credit to replace the laptop. I went with my sister and they did give her a replacement laptop and since the price was lower they gave her the remaining in a store credit.

But get this since the laptop was a different model they stated that she would have to purchase anther extended warranty. I asked about credit for the months that they had the laptop and the fact that someone spilled liquid on the keyboard but they just stated company policy.

I was going to write Best Buy corporate but it is better to get this information to the public so they can make an informed decision about Best Buy the Geek Squad and their extended warranty program.

Mark
Rockaway, New Jersey
U.S.A.