The Geek Squad: Customer Service Hell

Re: Geeksquad service order#: 00472-890838806

11 days after dropping off my Laptop on 2/9/07 for repair at the Best Buys store, Rt. 22, in Union County , and told that the extended warranty that I bought covered the cost and parts of the repair. I received a phone call.

A phone call on 2/20/07 from Geek Squad city, stating that there was damage to the bottom of my laptops case, that the extended warranty that I purchased did not cover the repair, and it was going to cost me $179 to have them fix it, needless to say I felt like I was flamboozled. I was instructed in this message to contact the store where I dropped off my laptop, and inform them of my decision.

First of all, When I dropped off the laptop there was no damage to the bottom case. The technician thoroughly looked my laptop over and noted the condition of the laptop on my service order as only “scratched throughout the unit”.

On 2/24/07 I attempted to contact the Best Buy store on Rt.22, and after my sixth call after being hung-up on several times and spending over 30 min on hold, I spoke to a customer service rep named Shakira. Shakira had to actually go and physically drag ,[ I may be exaggerating a wee bit ] David, the Cadet agent for Geek Squad to the phone.

I complained about the phone wait and all of the attempts that I made and he replied “that it he was busy”. After 20 minutes on the phone he repeated to me about the case being damaged and that it was not covered under the warranty, I informed him that there was no case damage when I dropped off the laptop and instructed him to look at the Condition notes on the service invoice. David said that the laptop was on its way back to the store and that I could speak to a manager when it arrived and discuss the discrepancy.

I am a college student and I need my laptop, so far it has taken 2 weeks for them not to repair my laptop, and it goings to take another 2 weeks for them to get it back to the store, and what? another 4 to 6 weeks for them to repair it? Needless to say I am flabbergasted.



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