Best Buy Regency Brandon #560 Before you enter Best Buy in Regency Brandon STOP and read this!! Brandon Florida

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let talk about this rationally for a second.

the problem in your case is that the first agent was trying to make you happy... "by under quoting how long it would take..." they obviously got busy and it took several days..

at the old store I used to work at ... a diagnostic took between 5-7 days simply because we had alot of PC's to work on .. The time range varies from stores in large cities -vs- smaller towns etc... but a week in repair isn't unreasonable, if a customer called our store asking for "daily or hourly updates" after the first day.. we would restate the "5-7days" or simply say.. we will start looking at it .. in 4 days... the reality is that it's being worked on..

you also need to understand the #1 priority at Geek Squad is NOT fixing computers..

#1 is reducing the line of customers at Geek Squad who are there to either pickup (or drop off there PC's) and collecting the $$ for the repair to meet the daily budget goal.. #2 is working on New PC's purchased with security packages (the typical goal here was 2-4hrs or next business day) finally #3 is working on old PC's like yours... it was not uncommon if an Old PC was dropped off on a Saturday morning, we would NOT even get to looking at it until Monday, as most PC sales occur during the weekend..

if you wanted the store to "drop everything" and look at your PC, they have a 911 service.. typically it's a double charge.. or in your case since the PSP hardware diagnostic is typically free.. it would be $69.

The service plan is like Car Insurance.. it's a pro-rated refund for the months left in your policy..

since 9/11 you need to be VERY CALM and unemotional in Retail stores, Airports, Banks etc. most Geek Squad agents have had customers, Yell, scream at them, (sometimes several times a day) there have also been cases of customers throwing camera's, laptops on the ground, (at least once every 1-2 weeks in my old store) and more rare cases actually pushing, shoving or grabbing an employee over the counter.. I have also seen the police Tazer a customer in a store (internet search best buy tazer -for the video)

this is why simply raising your voice or yelling , usually will lead to an employee asking you to calm down, or talking in a calm manner.. after 1-2 times of asking you, they will the call the Police and asked to have you removed with a Criminal Trespasing warning.. Best Buy policy doesn't allow employees to carry Mace, pepper spray or anything to defend themselves with.. so yelling in the store and asking "and where do you live?" (especially a female like me...), implies your either going to "wait until the store closes" for them to leave the store and do something in the parking lot, or follow an employee home.. - this may seem like an over-reaction to you but remember store employees do deal with Actual crazy people (with real mental illness, talking to themselves etc) in the stores. so yes they are paranoid. even remaining in the store 15-20mins after closing just wandering around with a group of 2-3 other people with no real purpose.. (especially watching other people -vs- looking at product)alerts the store of a possible robbery attempt.

at this point... I would calm down, find a time when you could be without the PC for a week and take advantage of the Diagnostic. if it's Hardware it will be sent away to be repaired for FREE (remember to backup your data!! or pay $159 for them to do it) if it's software/OS problem it would be $199 typically turn time on PC's shipped out is around 2-3weeks for hardware repair.

if you had of remained Calm during this, you would have probably received an apology the manager would have placed your PC "at the front of the line" to be worked on..and you may have even got a free gift card (nothing major say $25 or less) for your trouble. you didn't ... so they basically said do you want your PC back unfixed?

I am not defending Geek Squad or BB. However, no where in your agreement do they promise a specific turn around time(that I have ever seen). In fact 3-4 days turn-around for just the diagnostic is better than I have heard from other people.

Just from your description it sounds as if you may have been out of line and threatning. After all what business is it of yours where someone lives, so yes once you said that(especially if you are upset) that could be seen as a threat.

By the way when you explain to your boss why your computer is acting up, you may want to leave out the part that you couldn't download the SIMS on a computer that you must have for work.