• Report: #300089

Complaint Review: Best Buy Geek Squad

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  • Submitted: Mon, January 14, 2008
  • Updated: Thu, January 29, 2009

  • Reported By:Anchorage Alaska
Best Buy Geek Squad
13600 Ervin Road #2 Anchorage, Alaska U.S.A.

Best Buy Geek Squad Best Rip-off Geek Squad Boulder Colorado

*UPDATE Employee: Just out of curiosity

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A couple of weeks before the end of the fall semester at CU Boulder, my daughter's laptop failed. The error indicated that an operating system could not be found. My distraught daughter called me and I send her to the Best Buy in Boulder.

After seven days and $185, they told her the hard drive and CD-Rom were bad and had to be replaced. They also told her that they could not recover any data and that she could send the drive to a company that specializes in data recovery.

We traded laptops through the mail. I went to the local electronics store and purchased a SATA cable/connector so that I could connect her hard drive to my computer. I then purchased GetDataBack from Runtime.org and in one afternoon recovered everything from the drive, reformated it, and reloaded it. The drive and CD-Rom have worked perfectly since.

I wrote to Best Buy and got the following response:

"Richard,

Thank you for contacting Best Buy about your daughter's computer. I'm Amanda with Consumer Relations.

I am very sorry to hear about any dissatisfaction you have with the Geek Squad at our Boulder store. Best Buy tries to provide the best service to all of our customers. I apologize that we did not meet your expectations. I have filed a formal complaint about your daughter's experience. Your email and concerns will be provided to our management team for internal review.

Also, I would be unable to refund your daughter. Geek Squad services are non-refundable. I apologize for any inconvenience.

Thank you for sharing your comments with Best Buy. Please do not hesitate to contact us with additional questions or concerns.


Best Wishes from Best Buy,
Amanda and the Consumer Relations Team"


I should state that I am an applications database programmer, but I have never attempted anything like this before. It mystifies me as to why the experts couldn't get this right because of how simple it was for me. Amanda states that their services are non-refundable. Well, they obviously didn't do anything except take my daughter's money.

We will never take another thing to them. The Geek Squad is nothing but a legal way to take advantage of people and rip them off.

Richard
Anchorage, Alaska
U.S.A.

This report was posted on Ripoff Report on 01/14/2008 11:23 PM and is a permanent record located here: http://www.ripoffreport.com/r/Best-Buy-Geek-Squad/Anchorage-Alaska-99516/Best-Buy-Geek-Squad-Best-Rip-off-Geek-Squad-Boulder-Colorado-300089. 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:
0Author 1Consumer 0Employee/Owner
Updates & Rebuttals

#1 UPDATE Employee

Just out of curiosity

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

Richard,

I'm sure an apology isn't really something you're looking for but here it is. I apologize for the apparent lack of ability that the Geek Squad Agent had in diagnosing your daughter's computer issue.

In order to, hopefully, better serve you or your daughter in the future, if you could tell me the name of the Agent you dealt with, I'd greatly appreciate it so I can look into the matter. I know it's past due but I would like to see that the Agent is at least reprimanded for it in someway. Also if you could inform me as to which store you had it serviced, I'd greatly appreciate it. Being a Geek Squad Agent with some humility and morals, I can tell you that we all do not operate in this manner.

Now to kind of explain what might have caused the Agent to misdiagnose the issue;

1) We aren't given the best equipment to test for errors. I, on many occassions in the past week or so, have had to run to the floor to store use an item that we didn't possess to fix a customers computer. Also, the equipment we do have, isn't of the greatest quality. I have brought in, roughly, $400 of my personal computer equipment to assist me in fixing computers on a day-to-day basis.

2) Training - I personally have not been formally trained by Geek Squad and only possess the knowledge that I have gained through various professional certifications and work experience. I can't speak of the other agents but I do know that our training (from Best Buy Inc, or Geek Squad) is non-existent.

3) $185 - $185 seems like an incorrect pricing. I personally would've charged a flat $69.99 for a diagnostic (Free if under either Geek Squad Black Tie Protection or Manufacturer's Warranty) and tried to diagnose the issue. As for the Data Back-up, I don't charge until I know for a fact (100%) that I can access the drive in question utilizing our "Mule". And at that point, I call the customer to get verbal confirmation. I try my best to not charge for stuff that isn't needed prior to being diagnosed.

Again, I am sorry for the error of the agents at the location you visited.

Agent @ Best Buy 1031
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