• Report: #783848

Complaint Review: Best Buy

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  • Submitted: Sun, October 02, 2011
  • Updated: Fri, October 07, 2011

  • Reported By: Nevermind — Clovis California United States of America
Best Buy
Utica, Michigan United States of America

Best Buy GeekSquad Best Buy/Geek Squad bills $667 to repair on/off switch on an 18mo old $450 computer Utica, Michigan

*Author of original report: Best Buy does the right thing!

*Author of original report: Best Buy/Goon squad update

*Consumer Comment: Believeable?

*Consumer Comment: Why so unbelievable?

*Consumer Comment: Wow

*Author of original report: Best Buy (Best Bully) /Geek Squad (Goon Squad) Facebook, they delete instantly

*Author of original report: Best Buy (Best Bully) /Geek Squad (Goon Squad) Facebook, they delete instantly

*Author of original report: Best Buy (Best Bully) /Geek Squad (Goon Squad) Facebook, they delete instantly

*Consumer Comment: That must have been a very expensive, sophisticated "on-off button"

*Consumer Comment: More fiction

*Author of original report: Posted comments on Best Buy (Best Bully) /Geek Squad (Goon Squad) Facebook, they delete instantly

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Bought a computer from Best Buy for $450. 18 mo later the "on off button" not working. Took to Geek Squad, have IN WRITING estimated repair of $106.  Seemed steep for the button but agreed to the price in JULY 2011,6 weeks later got a CALL from the GoonSquad to come pick up the computer for$667 bill! I said..."you must have the wrong computer, my estimate was $106 can I get a fax or email with the repair itemization?" GoonSquad: "no, you have to pay the bill first and then you can get the invoice/itemization."I say WT HECK? that is unethical! I have spoken to numerous Best Bully and Goon Squad reps, and no one will honor my contract, showing $106. THEY SAY that they have agreement for repairs at $667. I ask for proof, anything in writing? NOPE. anything on voice recording? NOPE. just the goon squad notes in their computer saying someone in my family agreed to the $667 charges....do NOT trust them or pay for their rotten service. Our family will NEVER buy anything from Best Bully or Goon Squad again! BTW they sent me a letter stating we abandoned the item and have 30 days to pay up or lose it! GoonSquad!

This report was posted on Ripoff Report on 10/02/2011 10:58 AM and is a permanent record located here: http://www.ripoffreport.com/r/Best-Buy/Utica-Michigan-48315/Best-Buy-GeekSquad-Best-BuyGeek-Squad-bills-667-to-repair-onoff-switch-on-an-18mo-old--783848. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
6Author 5Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

Best Buy does the right thing!

AUTHOR: Nevermind - (United States of America)

Best Buy store manager called (3rd one I have had contact with about this issue); first one that has any common or business sense....He apologized for the "astronomical cost" and explained it was a glitch in the system. He said "sorry for the headache, it never should have gotten this far; come pick up you computer, no charge". I was impressed with this manager and may give BB a try in the future after all.
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#2 Author of original report

Best Buy/Goon squad update

AUTHOR: Nevermind - (United States of America)

It is unbelievable. Why would I spend my precious time logging on websites if it were not true? anyway, I am a woman, and I just wanted to share the horrible unethical business behavior with others, to warn them. I wish I had known, I was counting on the big name corporation, good business practice....but was ripped. Stop speculating. there were no internal repairs, it was an on/off switch and I have a written estimate showing $106 ....I agreed upon. I called the manufacturer and asked why the switch would be $667 for parts/labor. they said there was no reason for this cost! it is just a real rip off and that is why I am on rip-off report.com ....sorry some of you who are not voice of reason are so intent on telling me it is unbelievable, that is my word too! bye for now....I will let you all know what happens in court. BTW I found another consumer complained that they charged $2600 to fix an $800 computer, similar rip off, yes?
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#3 Consumer Comment

Believeable?

AUTHOR: Robert - (U.S.A.)

While I am not fan of "Geek Squad", in total this report is not believable.   I don't doubt that Best Buy "deletes" negative Facebook posts, just like I don't doubt that most of the other businesses that are on Facebook do as well. 

While rare it can happen where a person wants an older computer repaired rather than buying a new one.  Generally this has to do with compatibility issues with either hardware or software they are running that may not work on newer machines.  But if what you are saying is true and they have nothing more than "someone approved it", you probably do have a valid complaint and a decent case.

But the main reason there are doubts is that they are refusing to show any documentation of what they did until the OP pays.  

I am also curious as to your statement that you say that you are going to post the documents when you win.  So if you loose are you still going to post them?
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#4 Consumer Comment

Why so unbelievable?

AUTHOR: voiceofreason - (United States of America)

Why do you all find this report so unbelievable? Sounds to me like this Best Buy got this unfortunate soul's work order mixed up with another and billed him the wrong amount, and the little heads that he's dealt with don't feel like digging through the history to get it corrected.

Would this OP be the first to get caught in such a frustrating bureaucratic mess up?

To the OP, assuming you're for real, contact Best Buy corporate executive offices and demand a staffer from the CEOs office. You'll probably get one and they will probably intercede for you, assuming you've not dealt with the main business hours store manager at that location already.
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#5 Consumer Comment

Wow

AUTHOR: James MK - (USA)

I guess it's *possible* that the incident really occurred but if that's the case then it's highly unusual that they would proceed with such an extensive repair without prior authorization from the customer.

Power switch failure is usually due to one of these conditions: switch fault (rare), switch leads disconnected from mainboard (very common), blown fuse on mainboard, improperly set power saving ("sleep") mode or other condition not related to to power switch itself, such as PSU failure.

Considering the amount quoted I suspect both the PSU and the mainboard were replaced, which also involves re-installing the OS once the new parts are in place. Faced with such an expense most people would rather opt for a new computer. The proper thing to do for Best Buy should have been to offer the OP the choice of repair or replace, not proceed without authorization.   
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#6 Author of original report

Best Buy (Best Bully) /Geek Squad (Goon Squad) Facebook, they delete instantly

AUTHOR: Nevermind - (United States of America)

NOT FICTION, I know this is hard to believe.....because the level of incompetence and idiocy I have encountered with the BB and Goon Squad is off the charts. I am taking them to small claims court, and will post the documents when I win, to show you skeptics. I understand your disbelief. I was shocked and in disbelief for a week before the gravity of the situation sunk in because they are holding the comupter hostage.
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#7 Author of original report

Best Buy (Best Bully) /Geek Squad (Goon Squad) Facebook, they delete instantly

AUTHOR: Nevermind - (United States of America)

NOT FICTION, I know this is hard to believe.....because the level of incompetence and idiocy I have encountered with the BB and Goon Squad is off the charts. I am taking them to small claims court, and will post the documents when I win, to show you skeptics. I understand your disbelief. I was shocked and in disbelief for a week before the gravity of the situation sunk in because they are holding the comupter hostage.
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#8 Author of original report

Best Buy (Best Bully) /Geek Squad (Goon Squad) Facebook, they delete instantly

AUTHOR: Nevermind - (United States of America)

Ken, you have no idea how frustrating this is! I am NOT JOKING or LYING! They want $667 for an on/ off switch repair. I have the estimate of $106. I was never contacted or notified that the service cost was increasing....they just fixed the computer and called me and said "come pick up your computer, you owe $667." I promise you I was as shocked and in as much disbelief as you seem to be. In fact, I thought they had mixed up accounts and they were calling me about the wrong computer.....so I asked for them to fax me the itemization of the billing so I could see how they came up with $667; and Goon Squad told me numerous times: "NO, you have to pay the $667 and then we will fax you the receipt/invoice showing the breakdown of charges." It is impossible to believe this bad behavior on Best Bully's/ Goon Squad's part, but it is 100% TRUE! and shocking. I did report this situation to the BBB and to my consumer report division and the FTC, and to Best Buy National Corp office. Time is running out because the Goon Squad sent me a letter that I have now "abandoned" the computer. I called and said "it is not abandoned, the charges are in dispute". BB response? We are not a storage facility."   Small claims court, HERE WE GO!
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#9 Consumer Comment

That must have been a very expensive, sophisticated "on-off button"

AUTHOR: Ken - (USA)

to have cost $667 to repair.

Something is very wrong with this report and I don't think it's Geek Squad or Best Buy.

You did report this to the BBB and your states department of consumer affairs, didn't you?

What did they have to say about all this "Ripoff?"

The TRUE thing about this report is that it's TOTALLY false.
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#10 Consumer Comment

More fiction

AUTHOR: Ramjet - (U.S.A.)

This report is fiction and it's not even good fiction.  It seems like there's more of that lately.

I don't work for either of these companies by the way, I'm just a skeptical reader.
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#11 Author of original report

Posted comments on Best Buy (Best Bully) /Geek Squad (Goon Squad) Facebook, they delete instantly

AUTHOR: Nevermind - (United States of America)

Instead of appropiratly following their written policy and making good on my written estimate, Best Buy (Best Bully) /Geek Squad (Goon Squad) Facebook has someone monitoring their Facebook account and deleting my comments and complaints.....costing them FAR more than the disputed amount. Moronic managment at Best Buy and Goon Squad, they will be going out of business...this is how they treat their good customers!
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