Geek Squad - Best Buy

Geek Squad TOTALLY killed our computer!!!!! They switched us from Norton that we were paying annually) to Kapursky. They did not call us, they did not try to call us, they did squat!!! We dealt with their snotty counter person named Agent Hardwick but we trusted he knew what he was doing. At 8 PM at night, we get a phone call from Best Buy Geek Squad saying our computer was ready to be picked up and was fixed. When the "Agent" told me they removed Norton and replaced it with Kapursky without my knowledge, he became EXTREMELY defensive. He stated he was "spooked", he was "bi-polar", and he was intimidated by me because I was upset. LOL. He refused to give me his name because he said "I was trying to get him in trouble". When we picked up our CPU, the snotty agent told us our computer was "fixed". He stated that he had tested it many times. When we get home, we realize our ENTIRE Microsoft Office Professional is missing. Our HP printer is missing half of its original software. We call the Geek Squad's 800 number. It takes Agent Steve over 9 hours to try to fix the issues. Some of the issues were solved after 9 hours, some were not. After paying the Geek Squad every year for about 5 years, we want to thank the Federal Way squad for TOTALLY killing our computer in a matter of days. DO NOT TAKE YOUR COMPUTER TO THIS STORE FOR REPAIR!!!!!! The animals at Woodland Park Zoo could do a better job with blinders on!!!!!! If ANYBODY wants the names of the geek squad agents that we dealt with, feel fee to contact me. I will gladly name names. They should be fired!!!!!!!!

Despite being listed on my sales receipt, when I went to the store, I was told that there would be a $100.00 fee for the Geek Squad to come to my home to perform this service. I explained that they had already set up my computer and I had paid this $100.00 fee, but for reasons I didn't fully understand, they did not make the recovery disc. I felt it was unfair to charge me for another home service. After speaking to 3 people, I was told that they did not provide this service. They could not really answer why they had tried to charge me $100.00 for this service if they did not provide it. That was eventually resolved by the BBB by having my contract for extended services with the Geek Squad terminated. When the Geek Squad refunded my contract fee, they also discontinued my security program, Webroot. I was forced to pay for an entire year, even though I had just paid for a years worth of Webroot service. Pro-rating the cost was not a concept that the Geek Squad understood. I believe that the professionals who perform the computer services are very professional and excellent, but the people selling the contract and dealing with the customers in the store are just the opposite. They have poor customer service skills, have been poorly trained, and either try to defraud the customer (e.g. by insisting that I pay $100.00 for a service that they belatedly said they do not perform), or are just uneducated about the services offered. They obviously did unjustifiably take my money by making me pay for an entire new year of Webroot.

Everything went very well. I was greeted when I walked in the door. I was surprised because I expected more service from some other stores that I shopped at for appliances, and they didn't give me very much information The people at Best Buy are not on commission, but yet that is where I received the most information and help in choosing the best appliance for my situation. The prices were cheaper than any other place I checked. They gave me a significant discount since I bought more than four appliances at one time. I was really surprised that they were much more helpful; I didn't expect that. I didn't buy top of the line, but they didn't make me want to. I told them what I wanted and they explained the different features. They did have top of the line stuff if that is what you wanted. They were very responsive and exactly on time for delivery. The people that I dealt with were fine. Two days after I used the washer a belt came off. I called them and someone came out the very next morning to fix it at no charge.

The buying experience was just ok. Since I have purchased the computer I have had some problems. The salesman didn't know too much about the computer. I purchased it on sale but the price was still a little high.

I bought a video camera from Best Buy and got the 3 year warranty with it. I was told that if in the next 3 years there was any problem that I could bring it back and I would be given a new one. The viewing screen stopped working after about 2 years so I took it in to get it replaced. I was told that they would have to send it off to some repair center and it would take 4 to 6 weeks to get it back. (This is 1 week before Christmas). When I asked about a loaner for Christmas I was told I could buy a new one from the shelf and return it for 20% restock fee. When I asked to talk to a manager I got some rude arrogant jerk that told me if I didn t like it I could take my Camera and go home. Having no choice (and no camera for Christmas) I left the camera with them. After 2 months I went to the store to find out what happened to my camera. I was told that the guy behind the counter could not find it any where in their system so I would need to come back tomorrow. When I got back the next day I was told that it was still at the repair shop and could be another 2 to 4 weeks IF they could find the parts (what the *explicit* does that mean) so I asked for the manager. After some heated discussion with the manager he told me he could give me a display model but it would not have any warranty. Again after a heated discussion with the manager and being told to take it or leave it. After more heated discussion (I found that if I raised my voice where customers could hear they were more inclined to help me. What kind of business practice is that you push your customers till they get angry before you work with them) they finely came up with a comparable camera to the one that I bought in the first place. But even though the camera was only 2 years old they said the 3 year warranty was fulfilled (because they replaced the camera) and if I wanted a warranty I had to pay for a new one. What a bunch of crap you pay for a 3 year warranty so you can get a guarantee that your product will work for at least 3 years and they screw you once they have your money.

I went to the store to buy printer ink for the Ibson printer that I bought from them a few months ago. I brought the number of the cartridges with me. The numbers of the only cartridges that they had where similar but they had more numbers. When I asked the sales floor person if they where the rite ones she said yes they will fit. I asked why the number change she did not know. Because I was spending over $100 for 2 full supplies of cartridges. I asked if we could open the pack to make sure it was the rite one. This is where it got weird. SHE TOLD ME IT WAS AGAINST THE LAW TO OPEN THE BOX. At that point I asked her to get her manager. The manager admitted that it was not against the law but if I bought the cartridges, took them home to check and they where the wrong ones then I could back all the unopened ones. Of curse the one that I would have to open to see if they were the right ones I could not return. I asked if there was any way to be sure before I spent over a $100 that they were the right ones. He said if I bring in the cartridge he could tell. When I asked if he could see through the box (as we can t open it to compare he said he could just tell). I left the store went to elsewhere the sales person new why the numbers changed what the printer was and had no problem opening the package so I could make sure before buying 10 cartridges.

I wanted to make my payments at the store but could not do so. Their customer service and their billing department are very bad. I canceled my account and they are still charging me. I will never go back there again.

NO HASSLE REPLACEMENT OF THE LITHIUM BATTERY FOR MY DIGITAL CAMERA WAS EASY. WITHOUT ANY QUESTIONS THEY HONORED THE WARRANTY AND LET ME GET A NEW ONE. AWESOME SERVICE FOR A WARRANTY! THE COST OF A NEW BATTERY IS NEARLY EQUAL TO BUYING A NEW LITHIUM BATTERY FOR THE CAMERA AND PAYS FOR THE COST OF THE WARRANTY.

REPAIR STAFF WAS VERY NICE AND HELPFUL. FIXED COMPUTER QUICKLY AND PERFORMED A DOUBLE CHECK FOR ME. VERY COURTEOUS AND FRIENDLY TO US NON-SAVY COMPUTER USERS.

I WAS A LITTLE FRUSTRATED THAT THEY COULD NOT SEE ME IMMEDIATELY, BUT THEY ARE VERY BUSY PEOPLE AND I DID NOT HAVE AN APPOINTMENT. THEY WERE ABLE TO FIX THE PROBLEM AND I WAS PLEASED WITH THEIR WORK.