- Report: #1058048
Report - Rebuttal - Arbitrate
Complaint Review: Best Buy
Best BuySeacucus Road Nationwide USA
Best Buy Warranty Protection Plan Rip Off seacaucus Nationwide
*Author of original report: Hang up
*UPDATE EX-employee responds: Lady From New Jersey
*Consumer Comment: A little info
A business' first
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I woul dlike to say this is the first intance of faulty service from Geek Squad.
I had 3 prior. One that i was told what i purchased was not what i purchased, two brought in a laptop for a fan replacement and they did a virus removal and never fixed the fan, three called in support for an OS DLL file issue MSXML 4.0 they couldn't fix it.
At this point I am going to demand my money back on all plans purchased from best buy.
This is the most recent issue: I purchased a very expensive full coverage protection plan for my new computer
I was told by the instore staff that i woul dneed to buy a second graphics card to run dual monitors
I installed the second card and it didn't work: here's what happened:
And there was no resolution.
6:50 PM Checking configuration...
6:51 PM Checking configuration...
6:51 PM Connecting...
6:51 PM Connected. A support representative will be with you shortly.
6:51 PM Support session established with TT Agent Steven C.
6:51 PM You have granted full permission to TT Agent Steven C. To revoke, click the red X on the toolbar or press Pause/Break on the keyboard.
6:51 PM Remote Control started by TT Agent Steven C.
6:51 PM Logon password has been set for unattended reboot.
6:52 PM TT Agent Steven C has sent a link: gslink.us/analyzer
7:07 PM Agent Nathan H. has joined the session.
7:08 PM Remote Control started by Agent Nathan H..
7:09 PM Agent Nathan H.: In order to use both monitors at once, they would both need to be plugged iinto your Graphics Card. The onboard graphics card and the added graphics card can not output video at the same time.
7:10 PM ME: since when
7:10 PM ME: i have always used this set up in the past
7:10 PM Remote Control by TT Agent Steven C stopped.
7:10 PM Agent Nathan H.: The onboard graphics card is disabled when the additional GPu is in use, and vice versa. This has always been the case.
7:10 PM ME: in store geeks told me to purchase a second card to run dual monitors
7:11 PM Agent Nathan H.: Does the graphics card you have have dual outputs for video?
7:11 PM ME: not really always the case as ALL my other multi monitor machines runs multiple graphics cards
7:11 PM ME: it only has one for hdmi and one for vga
7:12 PM ME: the new one i purchased has on for hdmi, one for DVI and one for HDMI
7:12 PM Agent Nathan H.: Well, I can see that there is a second monitor connected now, how can I help?
7:12 PM ME: make it wrk
7:12 PM ME: make the second monitor work
7:12 PM ME: there must e some work around
7:13 PM Agent Nathan H.: Im not sure what you mean, according to the remote software I can see both screns.
7:13 PM Agent Nathan H.: *screens
7:13 PM ME: i can send screen shots of machines running multiple displays with the onboard and added graphics card adpaters showing the device manager together
7:13 PM ME: the smaller one is black
7:14 PM ME: there is no signal going to the monitor
7:14 PM TT Agent Steven C has left the session.
7:14 PM ME: and there is an error that the monitor has no signal and is going to sleep
7:15 PM ME: the generic should be an hp W1907
7:15 PM ME: drivers are installed
7:17 PM ME: being your using logme in can you do monitor switching like when you log in using logmein pro?
7:17 PM Agent Nathan H.: Although the computer can see both displays, you are only going to get output to the default video device. Unless it has been changed in the bios to default to the PCI-E device, you will not get output to both.
7:18 PM Agent Nathan H.: Yes, and I see two screens, one a mirror of this.
7:18 PM ME: can you ad the second device?
7:19 PM Agent Nathan H.: I can see two montiors, they are a mirror of each other. Like I said, Although the computer can see both displays, you are only going to get output to the default video device. Unless it has been changed in the bios to default to the PCI-E device, you will not get output to both. If the BIOS supports it. Generally, on most modern computers, the onboard output is disabled when the PCI-e slots output is in use.
7:20 PM ME: so can you enable both?
7:20 PM Agent Nathan H.: I can't access the BIOS remotely
7:21 PM ME: so thats it
7:21 PM ME: EXCELLENT SUPPORT!
7:22 PM Agent Nathan H.: I suggest you have an agent come out and get the setup working properly for you. If the BIOS supports it, you can use a dual output setup from the on board and additional GPU. However, it would need to be changed in the BIOS options to allow that. IF your GPU has two outputs, one being DVI and the other HDMI, you can get a DVI to HDMI adapter at a reasonable cost so you can use both outputs if you wanted.
7:23 PM ME: sure i'll spend yet more money
7:23 PM ME: no problem
7:23 PM ME: Geek Squad seems to be a waste of time for my needs on a regular basis
7:24 PM ME: i brought a machine in and it took 3 days to do a supposed virus removal on a machine that needed a fan replacement uh duh
7:24 PM ME: What am i paying for????
7:25 PM ME: so if you send some one out do i pay extra?
7:25 PM ME: and how do we even find out if the bios supports it
7:25 PM ME: Dell Support used to walk me through these things
7:25 PM Agent Nathan H.: Im sorry that happend to you, but I can't control what happens in the store. Maybe you can speak with the store manager about how they mishandled your service order? I am sorry, but I can not access the BIOS remotely due to the limitations in the remote software.
7:26 PM ME: HP would send a tech at no cost and Geek squad does not comare
7:26 PM ME: *compare
7:26 PM Agent Nathan H.: You can call 1-800-GEEK-SQUAD (800-433-5778) to have someone come out under plan. It would be $49.99 since you have Geek Squad Tech Support
7:26 PM ME: NOT PAYING!!!!!!!!!!!!!!!!!!!!! Geek Squad SUCKS!
7:27 PM ME: You are useless the few attempts i have made for geek squad have been HUGE efforts in fruitlessness.
7:28 PM ME: perhaps i should just get my money back
7:28 PM Agent Nathan H.: I can understand you are upset, and I am very sorry that you have had a frustrarting time. There is not much more I can do from here though, I wish I could go into your BIOS and change all the settings, but there are limits to what can be done. I suggest you call 1-800-GEEK-SQUAD (800-433-5778) to have an agent come out for you, so you can get everything taken care of. Have a great rest of your day.
7:29 PM Remote Control by Agent Nathan H. stopped.
7:29 PM Agent Nathan H. has ended the session.
This report was posted on Ripoff Report on 06/10/2013 04:48 PM and is a permanent record located here: http://www.ripoffreport.com/r/Best-Buy/nationwide/Best-Buy-Warranty-Protection-Plan-Rip-Off-seacaucus-Nationwide-1058048. 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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