Re: Nightmare with geek squad in-home consulatation

I loathe this place, you sign up for insurance and then they have the nerve to tell you it doesnt' work???? Excuse me, but I just paid an extra $120 for nothing? Something is wrong with our TV and now it' will take over 3 weeks to get a part? Are you kidding me? We were originally told that with our insurance if somethign was broken it could be fixed or the tv could be replaced. Now we're being told that is not true? What is going on with these people. We spent almost $1500 on a tv , it broke down in a year and we have to wait over 3 weeks for a part?

Hello rubyjt,
I can’t even begin to count how many shows I watch on my days off from work. Because of this, I know I’d be frustrated too if I went without my TV for a long period of time, especially if a repair took longer than anticipated. While rare, repair delays do occur and are usually due to part delays or technician availability. I’m sad to hear that your TV repair hasn’t progressed as smoothly as we would’ve hoped, and I am sorry for any aggravation this has caused.
When one of our customers is underneath a Geek Squad Protection (GSP) plan and a repair is necessary, we ask them to set up a service claim with us by either calling 1-800-GeekSquad or by scheduling a reservation online. From there, we would ask you a series of questions to help diagnose what’s wrong with your TV and order the parts necessary to begin the repair. This process typically takes about 2 weeks to complete. If we are unable to repair your television (i.e.: parts unavailable, beyond economical repair, etc.), we may grant an exchange authorization. Please know though it is to our discretion as to how we proceed with this matter according to your GSP’s terms and conditions.
As I hope to eliminate any further frustration, I looked into your account using the email attached to the forum to see why you were led to believe that we couldn’t help you with your TV. While we are unable to honor your request for an immediate exchange, I see we are proceeding with a repair and are awaiting parts. I understand this wait is less than ideal; however, we do ask that you allow us the time necessary to allow the parts to arrive. Once they do, you should receive a call to schedule a time that’s convenient for you to complete the repair.
I realize this may not be the answer you were hoping to hear. If you have any additional questions or concerns though, please feel free to let me know. I’ll be glad to help.
Respectfully,
Alex|Social Media Specialist | Best Buy® Corporate
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Can't get Satellite L655D-S5050 to reinstall W7 with Geek Squad Discs

Hello,
My nephews Toshiba Satelite L655D with Win7 got so slow, it was also sending out e-mails to his Contacts without him doing it. So I tried to use the Geek Squad 3 DVD's they made for us when we purchased Laptop about year ago & a Windows Recovery Enviroment. DVD to do a re-Install back to brand new shape. I changed the Boot Order from HD 1st to DVD/CD 1st.
Nothing would happen but Laptop would stop running. I think nephew tried to do the Re-Install with Toshiba's wizard. So I can't no matter what get Laptop to re-install OS. Nothing I can do I guess. can I buy Microsoft Win 7 Ultimate DVD & do a clean Install?
Thanks,
~Paul

Hi Peterk_1 I tried changing the order of the install like you said (WRE) 1st then followed by the 3 Disks the Apps & Drivers but its all the same. All that does is take me quickly to that Error window I put in earlier post.
With the 3 discs 1,2,3 that seems like it will work but for whatever reason after disc #1 the other 2 are just in for a minye and pops out asking for next. Then nothing but that window asking for next Disk. I tried (MRE) then but I can tell it won't work. I'm going to have to bring it in to BestBuy. Not sure if nephew is under Warranty, doubt it.
I once before did a re-install of these Discs about 6 months ago after machine had so many virus's it would not do anything, like it was this time. Even if I erased some partitions or he did while messing with laptop before I got it, shouldn't it still go thru re-install back to out of box shape? I used the Toshiba System Recovery link from earlier post
Thanks for help people,

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Panasonic Plasma TV repair - Geek Squad

Hello community -
Two years ago I splurged, and purchased a beautiful 55" Panasonic plasma TV. I am frugal, and do not do this often, so I also decided to protect it with a 4 year Black Tie Geek Squad warranty.
Been very pleased with it, up until 20 days ago. When, it would no longer turn on. 7 blinking red lights, were the "code". Simple internet search showed a specific faililng component.
I called Geek Squad, who was very helpful and pleasant. And, arranged an appointment to have it replaced. Well, now that appointment has been cancelled for the 3rd time due to a parts delay. It is very obvious, that 1) This is a product defect, based on the # of issues people are having 2) This part will never arrive.
I just spoke with Geek Squad again, asking that they help me with a replacement. They quoted a 30 day period, until after which they cannot consider it. Only after 30 days will they "start" the process.
Question for the group ---- have you had this experience too? Have you found a way to navigate these waters? And, once I pass 30 days what sort of expectation should I have for actually getting a replacement?
I am normally very reasonable. However, my patience is wearing thin. And, I am VERY RELUCTANT to ever purchase from Best Buy again. They were my go-to brick & mortal and on-line store, but I've reconsidered that.
Thanks for your perspective. If anything, it is healthy to vent. Because I do not expect a good outcome.

Hello sledwith,
Thank you for visiting the forum. I'm sorry to hear you are having troubles with your Panasonic TV. I enjoy very much watching TV on our 55" screen so I can certainly understand your frustration at having to wait possibly up to a month for it to be repaired.
Using the information you provided on the forum, I was able to view the service order, and I will be looking into this further to see if I can help. Once I have further details, I will be sending you a private message. To view your private messages, please make sure you are logged into the forum, and click on the envelope in the top right hand corner.
I look forward to continuing to work with you, and I will be in contact as soon as possible. In the meantime, please do not hesitate to let me know if you have any further questions or concerns.
Sincerely,
Maria|Social Media Specialist | Best Buy® Corporate
Private Message

Best Buy Associates lied about protection plan through Geek Squad

I finally have the time and energy to re-address the ongoing issue that I am having with Best Buy and their geek squad. Before the Thanksgiving holiday of 2013, my sister came to visit me from Virginia. She is currently in the military and came home for a final visit before a 9 month deployment. She was in a need of a new phone, so being the loyal Best Buy customer that I am, I took her to Best Buy and signed up for a new 2-year agreement so that she could update her phone. The rep was nice enough to explain that there was a Geek Squad protection plan that I could purchase through Best Buy that would cover the phone if ANYTHING were to happen to the phone. I was told that I could just bring the phone in and they would either fix it or replace it. Previously I would always get my insurance from my cellular service provider, but this Geek Squad protection seemed like a great deal. I was satisfied with my purchase and the Geek Squad protection, and returned later on in the week to purchase a new phone for my Mother as an early Christmas gift, and I was sold the EXACT same Geek Squad protection.
Every month over the next several months, there was $20 dollars deducted from my account, $10 for my sister’s phone and $10 for my mother’s phone. My sister had since been deployed overseas and had an accident with her phone where it is completely un-responsive. Feeling fully confident that we had insured the purchase and that Best Buy would uphold their end of the bargain, I had her mail her phone back to the United States.
I took the phone to Best Buy and explained that the phone is not powering on and that I was covered under the Geek Squad warranty. To my complete surprise, I was informed that I was misinformed. The Geek Squad agent told me that the Cell phone group was misinforming customers and that in fact the protection information that was relayed to me, not once, but twice was the incorrect information. This is a big issue because I was given this false information twice and I have been clearly misled.
I was given a number to the Geek Squad line. I called and explained the situation and the woman basically said that there is nothing that she can do, so I inquired about a refund of the money that I paid for the protection plans. The rep stated that she would put a case in. When the case was settled, I received $20 dollars for the current month. I paid for the insurance for more than one month, I paid for 5 months. After the $20 dollar refund, I decided that instead of continuing on with the back and forth, I would just keep the insurance that I had been misled about. So I called back. Low and behold, just a few days after the initial call, I was informed that they could no longer assist me because I had dropped the insurance. I was given a corporate number who told me they couldn’t assist me and that they didn’t know why I was given their number. I went around the entire loop again and was referred to the store manager, who left a VM that I would need to contact the geek squad 1-800 number.
Just as this is a long letter, imagine the time and energy it took to go through this entire process. Lying and misleading loyal and faithful customers is bad enough, but to know that when my sister who is serving our country overseas, and who has been doing so for the past 7 months will come home to a phone that doesn’t work is very upsetting. I was tempted to let this situation go but being a loyal customer to Best Buy should mean something to the store and to the management. If I am a future best buy customer will be dependent on how Best Buy handles this situation. Customers shouldn’t be lied to and mislead.

Hello CM2014,
Staying in touch with family members is difficult without a phone, even more so when a loved one is overseas. It was very nice of you to make sure your sister had one while on deployment, so I can imagine your frustration if we denied her request for service when you brought in her mailed phone for repair. I’m not sure of the exact reason as to why this might’ve happened; however, there are a few reasons why a Rapid Exchange repair underneath her Geek Squad Protection (GSP) plan wasn’t an option.
With Rapid Exchange, a damaged or non-working phone should be sent out for service. To save our customers valuable time, a service order is simultaneously created from our service provider to ship out an already repaired phone. These phones go through a rigorous refurbishment process to make sure that a customer receives a phone meeting its manufacturer’s standards. If a smartphone is damaged though, we do request that a $149.99 deductible be paid to receive a repaired phone. This fee will also be applied should service be needed after the manufacturer’s warranty has expired. You are limited to three claim submissions after which the plan would be considered fulfilled.
Our GSP plan should cover any hardware issues with the phone along with liquid spills or damage such as a cracked screen. Please know that it wouldn’t cover products that have been submerged, dropped from extreme heights, or have been run over by or fallen from moving vehicles. Having said this, our associates should be fully explaining why a phone was rejected for service, and I’m sorry if this wasn’t the case. If you don’t me asking, what was wrong with your sister’s phone?
To see how I may help with this, I pulled up your account using the email address attached to your forum profile. I did notice though that the GSP plan is underneath a name other than your own, and due to our Privacy Policy, I’d be unable to discuss the situation at hand. Please have the owner of the phone and plan create a forum profile and private message me with their contact information so that I may see what options we may have available from here. To send me a message, please have them sign into their profile, and click on the button in my signature below.
Thank you for posting,
Alex|Social Media Specialist | Best Buy® Corporate
Private Message

My ipod touch is disabled for over 21 million minutes and it wont let me restore it or put it dfu mode. I even took it to the geek squad and they couldnt fix it. Please help me.

I forgot my ipod touch's passcode and it died. After a couple months i pulled it back up and it was locked out for 21 million minutes and i looked it up on the internet and couldnt fix it with anything. I then took it to geek squad and they couldnt even fix it. Dfu mode wont work, cant connect it to itunes, cant restore or recover it. Please help me.

Use Device Firmware Mode...
1.     Turn off your ipod To do this, hold the home and sleep buttons for 10 seconds, ignore slide to power off message.
2.     Release the power button when you see the apple logo (keep holding the home button)
3.     Keep holding until you see a message.
Now restore from a backup!
Alternatively you can wait!

Re: Geek Squad Black Tie Protection complaint

I too was unaware that loaner phones were no longer offered. It was a major selling phone when I signed up in the first place. After this weeks experience, I will be canceling my coverage as I don't feel very "protected" at all...
I took my iPhone 5 to Geek Squad because the battery was going (dying at 30% sometimes higher) and they ordered me a new phone. It arrived and when they went to activate it they could not turn it on (it was sent uncharged which they said was unusal, but not a big deal) so they could not activate it for me in store. I was told that the process was easy and that I could do it at home.
I took the phone home and charged it. It booted up with "invalid sim". By this time the store had closed. I brought it into the store first thing the next morning and 2 hours later they finally deturmined that this phone was also broken. So now, through not fault of my own, I don't have a phone (I can't even check my voicemail as no phone is registered under my number right now) and I have to wait.
This was Best Buy's error - sending me a non-working replacement phone and sending me phone with it. It should have never happened and I should not be made to go without a phone when I am not at fault.

Hello malitina,
After the poor experience you had surrounding your Geek Squad Protection (GSP), I can understand your lack of confidence with your plan. I hope I can help provide you with some insight to how this plan can still benefit you by protecting your device.
The Rapid Exchange program is an enhancement to GSP with the intent to provide customers with a faster turnaround time when needing service on their phone. Once your original phone is checked into our system for service, a refurbished replacement can be sent without waiting to receive your faulty phone. However, the store should not have let you leave with a replacement phone that hadn’t been activated. They could have offered to charge the phone up a bit so they could power the phone on and then perform the activation. Even if the phone was still not functioning after this had been attempted, this could have saved you an additional trip back to the store.
This experience is not at all what our customers should go through when trying to receive the benefits of their GSP plan. If you could please inform me of the store at which you received this service, I will ensure their leadership is made aware of how your visit transpired.
I look forward to your response,
JD|Social Media Specialist | Best Buy® Corporate
Private Message

BBY & Geek Squad Just Tell the Truth

I purchased my current Samsung TV on January 29, 2011. Really, my husband wandered over to the TV section, saw this TV, and like the adult kid he was said he had to have it. Best TV we ever bought. Never had one problem with it. My husband was killed 6 months after getting the TV but when I look at it I remember that little boy smile when he first saw it. We purchased the full protection Black Tie 4 year plan. Best TV ever. In January 2014, I asked the local Owensboro, KY Geek Squad to check out an issue regarding a loss of audio and video when the local cable company sent thru the Emergency Broadcast System Test. The TV's audio would cease and video would go gray and would only return when I changed the channel. The GS tech told me it was the "assy pcb main". I specifically asked if the part would be the exact same part # that was in the TV now and if it would be new not refurbished because the TV worked great, had a great picture. He said yes and ordered the part.
There are times one should listen to one's instincts and in this case I trusted GS and not my instincts. Big mistake. The GS tech came back, put in the part (in a hurry), did not resize, the part was obviously refurbished. I called GS and scheduled for a return visit to get the size of picture too fit the screen. Apparently, the part had been in a 46inch TV While waiting for GS to return, I called Samsung. Samsung asked who put the part in the TV and told me it was the wrong part. I was then informed at that time by Samsung that GS was not a Samsung Authorized Service Center. They gave me the phone numbers of local Samsung ASC's trained work on their TVs and identify issues. After all that, the problem wasn't my TV it was the cable box. When the GS tech came back, he brought another part that someone had spilled coffee all over and it was sticky. The picture was all out of whack. I called and asked if GS would send someone more experienced and requested the specific part recommended for this TV model and version by Samsung. They said they would and another tech came. I asked this different GS tech if he was an authorized Samsung tech and he said "yes, we have six hours of training on repairing Samsung TVs". Oh my, six hours, I felt so much better. He is qualified for brain surgery and dishonest. Great. The TV is still out of whack. I did ask both GS techs if they had looked at the service manual for this model before coming out and both said "no." So much for doing your research. My poor once perfect TV has been mutilated by GS. After days of calling with my only request being that they order the correct part and not a refurbished one, I get a guy "Cole" who tells me he is ordering it directly from Samsung as we are speaking and that he is the Director over all the Geek Squad Techs. Cole tells me they are Samsung Authorized Service Techs but Cole doesn't know the number assigned to GS by Samsung nor where to find it. Odd. Turns out he didn't order the part directly from anywhere either. 3 weeks later I get a call from Ramona telling me my options under my warranty. First, I can request a non GS authorized Samsung Service Center come to my home to try and repair the TV or I have the option to have my TV junked out. My TV is far from junk and I took the option of the outside repair which Ramona said she would inform Cole about. About an hour later, Ross whose title comes right out of a Psychology book Milgrim's study on authority (you know the white coat, push the button) I almost laughed thinking it was a joke. Title: Special Forces Team Director for Geek Squad. A title meant to get one to comply with authority. Ross nicely asked what was going on and so I go through the whole story again for the 100th time. He asked how the TV had sentimential value. I have to go through explaining how we came to own the TV and how my husband was killed. Great. Ross says he will have someone out the next morning to repair the TV. The next day it is 10 am, Katrina calls for Cole telling me and I quote "Cole has made the decision to junk out your TV. I need to give you a confirmation number so you can go to the local Best Buy store and pick out a comparible model." I asked why he suddenly without cause made this decision. Katrina rudely said it didn't matter. I asked if I had any other options. Katrina said "Cole has taken away all other options." Wow. Powerful almighty Cole has removed my options under a warranty I purchased because he is angry because he got caught lying about being a Samsung Authorized Service Center. A bit childish and very vendictive.
I go to the local store and of course they try to give you a list of every model that doesn't come close to your model. They are listing the models that are on the Samsung website on sale. I go home do my research and make a choice. I call before I go back to the store to order my choice and I am told great. I get there and they have printed out paperwork on a different model because the model I wanted is not in stock, they can't order it, and it isn't in the warehouse. It is available on Best Buy.com but I have to give them my TV first before they can place the order on Best Buy.com. Why would I do such a stupid thing? To date, I have yet to get one honest answer from Best Buy or Geek Squad. The only consistency has been their dishonesty. This TV is proof of their fraud. Don't think so. Not giving them this TV first.
Maybe I'm old fashioned or maybe I just don't belong in this time. I found myself thinking of the CEO,Founder of Best Buy who must have at one time had a dream of what he wanted his company to become and reflect. Does it bother him what they do, how it reflects on his name, on what he built? I recall a time when how you conducted your business reflected on your name, your reputation, your honor, and it mattered. Yes, it is only TV. I happen to have a fond memory attached to it of my husband's child like smile trying to sway me to give in and buy it. More than anything I know when people speak my husband's name, it is with honor knowing he was an honest man. Mr. CEO, Founder of Best Buy what have they done to your name? As of today, regardless of whether you were aware or not you are responsible for the actions of those employed by the company you created. It is they who have dishonored your name, your business, and made both untrustworthy. A person's legacy is not in how rich they were in life but in how they treated others in life. Mr. CEO Founder, what will be your legacy? No doubt people will say you were rich but more importantly will they say that you were an honest man who treated people fairly. Time to make a decision. Death comes when we least expect it and leaves little time to make things right. I of all people know. Clear your name if you care about it or do nothing and your legacy will be that of a dishonorable, dishonest man.

Hello celticmyth,
It's never precisely fair to compare one person's loss to another's, but when I lost my Dad several years ago, everything that I had of his was suddenly imbued with an almost overpowering sense of his person. It seemed that I could bear the loss of him just a little better by being close to those objects that he had shared with me, that he had once held dear. I think I might have a touch of understanding for your feelings about your TV and how you see your husband's smile reflected in it. I'm very, deeply sorry for your loss.
While I can't speak to all of the issues surrounding Geek Squad's attempts to repair your TV, it's clear from your description that in each case the results were unsatisfactory. It is ever our goal to keep our commitments: if you were promised that the part would be new, it should have been. When asked about Geek Squad technician's qualifications to complete the repairs, your query should have been met with a straightforward answer. I apologize for your having to cope with situations where you felt that there was obfuscation at the very least.
It is also the goal of Geek Squad to complete repairs successfully as quickly as possible so that you do not have to be without the use of your TV for overly long. When this can't be achieved, we may make the decision to authorize the replacement of the TV under the terms of Geek Squad Protection. In most cases, this is greeted with delight by customers who have been in repair limbo for a while. In a case such as yours, where the TV represents a joyful memory, this simple replacement authorization can become a much more complex proposition. It is not our intent to create ill will or hurt, but to ensure that you have a working TV. It is regrettable if this action on our part added more frustration to an already aggravating process.
In order for your local Best Buy to proceed with the replacement of your original TV, it will have to be surrendered to us. Based on the notes recorded from your telephone conversations with us and what you've said above, the store will be able to assist with ordering the TV you've selected by providing a store credit in exchange for the TV. Alas, the credit cannot be provided before we accept possession of the TV, in the same way that we do not provide a refund for an item without first accepting the returned product from you.
I encourage you to continue to work with your local Best Buy store representatives toward the replacement of your TV. It is my hope that your selection will give you many years of enjoyment and remain a reminder of a treasured moment with your husband.
I'm very grateful that you shared your experience with me.
Sincerely,
John|Social Media Specialist | Best Buy® Corporate
Private Message

Geek Squad phone insurance issues

I am having a terrible time with the Geek squad insurance that I pourchased with my phone almost two years ago. I loved my I phone 4s that I bought and didnt have any trouble with it until it froze during an update about a month and half ago. My complaint or issue here is first of all I was under the impresion that when I purchased the insurance they would be replacing my ophone new one not a referbished one. In fact im all but certian of it because my son worked there and he told me they were getting ready to change it so I needed to be sure mine was not changed. anyway that was over a year ago and i had no problems then until now, i go in they give me a refurbished phone, i dont argue at the time but I was dissapointed as this was not what I have been paying for for almost two years now. That phone then overheats and stays on overheat for over an hour at 8:30 in the morning and its not hot outside or any reason for this. So i go back not happy and get told this time we will give you a white glove phone.... WTH either your phones are good enough to be sent back out or they ar not that was bull crap from the minute they said it. But I own a business two actually and i cant run them without a phone so I get another loaner phone and wait for my white glove phone. i get it ive had it about a week and it went (removed per forum guidelines) on me day before yesterday. I mean the home button stopped working it started calling people and factimeing my clients in other states randomly taking pictures and turning my music one. at thr time it was happening My husband was locked out of house that he needed to get into to clean i had the client calling but couldnt answer my phone and messages for texting wasnt working either so I could not communicate with either of them. We had only this time frame to get the job done as the power was only for a short time so I potentially had a client that would no longer be using us because of this situation. So anyway I get to the counter and get told that they weill send me yet another refurbished white glove phone but this time someone from corprate will call me to check on the phone. please really, a call does not make the phone be working properly and odes not fix the reallu upset client i have on my hands. I dont understand at all how the white glove phone i got had more problems combined than all the others. I dont understand how they are not backing the warranty i know i have ( looking for my copy still though) that says its a new phone i should be getting in the first place not three refurbished phones in a month.Our other business is sales online and i do not take orders over the phone only the website or text e mail , something that i can refer back to incase they have an issue and feel they arent getting what they ordered, every time i lose a phone i lose my grounds to prove what someone ordered if they have a complaint. This could potentially cost me 400$ every time, thankfully that has not happened yet. I called corperate and was told to go into the store again and speak to the manager. that the lady would put in a claim but that didnot mean the manager would actually call me. what the hell! This white glove thing is really makingme upset too, we clean carpets for a living and if we go out and just use cold water and no chemicals etc and say here you go we are done and then when a customer complains about it we say oh ok well this time i will use hot water and chemical and do it right how would that work , it doesnt that is not ok an any level and obviousely i am very upset I know that my grammer and spelling are crazy right now im just so upset. Oh thats the other thing I was told if they did give me a new phone after this next refurbished one doesnt work then they will give me a new phone but it will be my upgrade for my verizon account. how does that work NO! i am out of contract on all 5 phones we have with verizon and do not want to be in it again and them fullfilling the replacement for insurance purposes should have absolutely nothing to do with my verizon account they are not linked in any way and that is not acceptable. My last concern here is that the warranty that i have paid on for two years now is up on NOV 8th, I was told to make sure that the refurbished phobe i had was working perfectly at that time because once the warranty is up its up. how is that ok i have paid this for two years anf they cannot get me a proper working phone before the warranty expires so im out of luck aftertwo years i end up with a non working phone possible. NO just NO i am so unhappy.I do intend to make some calls because insurance has to be handled in a certian way and this is not it. I do intend to report them !

Hello MTRBLE,
As my phone is on me at all times and is seemingly attached to my hip, I understand how disappointing it is to find your phone not working. It sounds like you’ve had your fair share of non-working phones, and I’m sorry for the frustration this has caused. When purchased, our Geek Squad Protection (GSP) plans are put in place to help circumstances like yours in an efficient, timely manner. There seems to be some residual confusion regarding our plans though, as it’s a very rare occurrence to receive a new phone from service.
With phones under our GSP plan, our current repair process is called Rapid Exchange. If you have a damaged or non-working phone, it should be sent out to service via a local store. To save our customers valuable time, a service order is simultaneously created from our service provider to ship out an already repaired phone. These phones go through a rigorous refurbishment process to make sure that a customer receives a phone meeting its manufacturer’s standards. However, the past experiences you describe haven’t gone as smoothly as we would've liked, as it sounds like we missed the mark with your past repair orders.
I would like to be able to see if I may help in this situation. I'm unable to find your recent service orders underneath the email address associated with your forum account though, so I would need additional information from you to see if I can locate them. Please know that I’ve send you a private message to gather that information. You may view your messages by logging into the forum and clicking on the envelope in the upper right-hand corner of your screen.
Thank you for posting,
Alex|Social Media Specialist | Best Buy® Corporate
Private Message

Warning about Webroot and recommendation from Geek Squad

When I had a home network installed the Geek Squad expert referred me to Webroot software to protect my system. Pay so much and this is the best protection you can get. Great, bought it, installed it, and then when the original franchise run out my son's $2k system plus $1.5k upgrades crashed. Ok got it running again and paranoid, I updated the Webroot software. An onscreen Webroot inquiry to load or not WIN32 that was told to NOT load and then caused an immediate blue screen from which, after 5 calls to Webroot with hours plus waiting time we have been told is OUR hardware problem.
You will say not Best Buy's problem? Maybe but I will continue to post this complaint until the original Webroot assistance promised my son is actually delivered. They were uncaring and scheduled a telephone call then called an hour early--was it just to avoid having to solve the problem? It can't be that their staff is so uninformed they don't know which time zone AZ is in all of the time.
Follow-up calls with several more hours of waiting got the response that it a hardware problem on our system. No problems were seen until Webroot became the "updated" blocking software. HUMMM?
Any assistance or suggestions short of legal action that might get the computer operating again?

It has actually be rated extremely well the last three or four years by some of the actual third party testers.
Crystal
Superuser
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While I used to be a Best Buy Employee, I no longer have any affiliation with Best Buy.
My opinions do not in any way shape or form represent Best Buy's Official decisions.

Best Buy Geek Squad TV Warranty is Terriblw!

I'm in my third week of waiting and I still don't have my TV repaired! What a frustrating experience! I called Best Buy Geek Squad 17 days ago to report that my TV stopped working. I had purchased the repair warranty so I assumed I could get it fixed in a timely manner. Wrong. I had to call every single day the first week just to try and get a service date. Finally a repair service agreed to come out but cancelled without reason the same day. I talked to many Geek Squad personnel and was constantly transferred so many times to other people. Each time they expressed concern that my problem was not being handled but then promptly transferred me to someone else. On at least three occasions I was promised that someone would call me back to schedule service. None of those promises were kept. No calls were returned. In the second week I finally got a repairman to stop by the house. He told me he wasn't authorized to fix the TV, but rather had to figure out the problem and report back to Best Buy. He narrowed the problem down to three different components and left. I received a call from someone at Best Buy who told me that they were assigned to assist me through this process. It's been ten days and I haven't heard back from this person. My repairs were apparently approved at some point and I'm still waiting for replacement parts. I filed a complaint with the Better Business Bureau but was told by Best Buy that they couldn't do anything, such as replace the TV, for at least 30 days. So I'm in week three and still waiting!
I had this problem one other time and after weeks of scheduled repair appointments where the service personnel failed to show on at least three occasions Best Buy finally sent me a gift card to replace the TV. I should have learned from that experience. Now it's happened a second time! I've spent thousands of dollars over the years on TVs, computer systems, and electronics at Best Buy. I can assure you that after this experience my family and I will shop elsewhere for our electronic needs! I'm very disappointed!

Hello usms2617,
I can’t even begin to count how many shows I watch on my days off from work. Because of this, I know I’d be frustrated too if I went without my TV for a long period of time, especially if a repair took longer than anticipated. While rare, repair delays do occur and are usually due to part delays or technician availability. It seems though that there may be other issues in play though. I’m sad to hear that your TV repair hasn’t progressed as smoothly as we would’ve hoped, and I am sorry for any aggravation this has caused.
When one of our customers is underneath a Geek Squad Protection plan and a repair is necessary, we ask them to set up a service claim with us by either calling 1-800-GeekSquad or by scheduling an appointment online. There are times though when our Geek Squad agents are unavailable for certain areas, and our third party team takes over the repair to assist. Upon review of your work order using your email address on the forum, I’ve found your repair is currently processing through one of these third party teams.
However, the quality of service should still stay the same no matter who is repairing your television. As we want to ensure that your television repair progresses as smoothly as possible from here, I’ve contacted Matt from our Special Forces team who handles situations likes yours. As your repair time is longer than normal, I understand he has reached out to you to discuss this further.
Please know that I will keep my case open with you and watch its progress as Matt and I are working together to resolve this. I appreciate your patience and I’ll send you a private message once an update is available. You may view it by logging into the forum and clicking on the envelope in the upper right-hand corner.
Thank you for posting!
Alex|Social Media Specialist | Best Buy® Corporate
Private Message

Best Buy and Geek Squad Do it to me again! Arrrrgh!

I bought an iMac from Best Buy about 4 years ago, and the hard drive failed at 14 months. No problem, took it back to Best Buy, the Geek Squad told me for a couple hundred bucks could get this super eco friendly 2 TB drive put in for less than it would cost me for a Seegate 1 TB. Good drive I asked? Yep, great drive. Paid the man, got the iMac back, and every time I turned it on, the hard drive SCREAMED. Very loud. So loud I could not use it. Asked Geek Squad what to do. Did they offer to replace it. NOOOOO, all I had to do was search the internet forums, get a driver download aind it would be fixed. Common problem. Tried this fix off and on for months, no deal. By then the warranty expired, so no Geek Squad help there. And to rub salt in the wound, was told those eco drives were so horrible, no one sells them anymore.. Well, that made me feel MUCH better.
Fast forward to this week. I go into different BB, and relate the story to the store manager, while buying a cable on sale, and he tells me HIS Geek Squad will fix that problem for me, they will install a good Seegate drive, and the iMac would be better than new, after all, they are much better than those Geek Squad dolts up the road. So, bring my iMac in, tell them upgrade the hard drive to an S-Gate and max out the ram. Well, here's where it gets uglier.
"Here's the bill for the ram upgrade and we have to send this off for installing the new hard drive, cost you $34.95 for shipping." Hmmmm. Do we ship the hard drive up with it, I'll pay for that now. "No sir, we don't have the hard drive you want here, we are out, but the repair shop will call you and check with you before they install one." Hmmmmm. Good, but you do know I want to put an S-gate in there right, no more of these crappy hard drives like the last ones you guys installed. "No sir, trust us."
Got an email from the Geek Squad today, says call this 800-433-5778 number and we will discuss you repair costs. Call that number. For 20 minutes, the recording on that number took my informaiton and at the end said, "You will have to call another number for that repair, please call 800-433-5778. 7 times I tried calling that number, tried pushing buttons, asking for different options, nothing, routed back through the same stupid do loop. Finally, when the recording asked me for more info (on the 8th try), I just screamed at the recording. "Sorry, did not understand your response, let me connect you to a customer service rep."
Human on the line, she was very helpful, but could not tell me a thing about my repair except the part number and the cost. Dear, I do not want the part number, I want to know what hard drive is going into my computer, you guys (not you dear) screwed me the last time. "Sir, I am just a call center operator, I will have to connect you back with the store you shipped your computer from." Dear, they told me the repair center was going to call me, they had no clue what the repair center was going to offer me, except that they would pass on I wanted an S-gate. "Sorry sir, but that's all I can offer." Okay, put me through.
Geek Squad from the store on the line, "Sorry sir, the repair center called you on your work phone, and could not get you." That's not my work phone and I have not used that number in over 4 years, and was not the number I put on the contact sheet for the repair center to call me on this job. "Sorry sir."
Okay, this is simple, I just want confirmation that I am going to get the drive I want. "Sorry sir, the repair center may not carry the drives we carry in the store." What? "Sir, they use parts that we don't necessarily get in our stores, they may not even have S-gate drives.
Okay, let me get this straight, you charged me $34.95 for shipping to a center you know may not have the drive I specifically asked for, after tellling you you company SCREWED me the last time, but I am back here because you PROMISED you would put the drive I wanted in the computer, then you shipped it off to a center you know might not carry the drive I wanted, the center ignored the telephone number I put on the contact sheet to call me, redirected me into a contact number that does not work, forced me to waste an hour on the phone for something I should have been able to resolve in a 20 second phone call, and are now telling me I could forfeit the $34.95 in shipping if I do not accept WHATEVER drive the tech at the repair center offers me, which is why I swore off purchasing anything at Best Buy for 4 years?"
'Yes sir, but it is not our fault because everything we have done to your computer, from the beginnning, is in line WITH Best Buiy policies. Is there anything else we can do to help you today?"

Dear BonzaiB,
I am so sorry to hear that you have had issues with getting your computer fixed. I have had a computer in the past that had a bad hard drive too and it’s certainly no fun to get replaced. I didn’t have mine screaming at me though, I can’t imagine how annoying that would be.
We try to keep a big focus on the communication to our Geek Squad clients when they have devices out for service. The service center and our stores should be keeping you up to date with the status of your repair pretty regularly so that you don’t have to fuss with calling in yourself. I am glad that you were able to speak to a customer service rep but I apologize that it took so many tries to get to that point. By the sounds of it, had your desired phone number that you provided been input into the system, that call process could have been totally avoided. That’s not the kind of experience we want to provide for Geek Squad clients.
I was able to pull up your service order using your email address provided here on the forums and was able to see the notes that align with your post. I also reached out to the service center and was informed that you spoke with Darnell from the Desktop Repair Line about your computer today. Did he answer all of the concerns you had with the repair? I’m happy to hear that you will have a computer that won’t scream at you anymore.
I would still like to get more details from you via private message about your store experience so I can address the proper people with this feedback. To check your private messages, click on the envelope in the upper right-hand corner while you are logged into the forums.
Warmly,
JD|Social Media Specialist | Best Buy® Corporate
Private Message

HT1338 I had the geek squad from bestbuy supposedly install iphoto 11 on my mac but it is not there and when i try to download it it say the app has been download by another user on this machine. What do i need to do get get this app on my system?

I had the geek squad from bestbuy supposedly install iphoto 11 on my mac but it is not there and when i try to download it it say the app has been download by another user on this machine. What do i need to do get get this app on my system? If they could not do it right the first time I do not have much faith in their advice.

Assuming you've done a system wide search for it including the Applications folder and it's not there......
I think you will need to address this with them - did you pay them for the application? Or was your purchase price to include it? And the question(s) to ask them:
If the app store states that it has been downloaded, ask them where it is and which Apple ID they used. (the store keeps track of Apple IDs and machine IDs on everything you download).
I have absolutely no faith in their advice; however, in this case, it's not so much technical advice, but an answer to your questions: you paid for something and it appears not to be there.

How can my Geek Squad protection plan be cancelled without even notifying me!?

I bought my Iphone 5 back in September 2012 and had to get it replaced in June 2013 because it kept crashing. When I got it replaced I had to cancel my Geek Squad protection plan from my old phone and purchase a new one to cover me till June 2015, which I did. So when I went in to Best Buy Monday to try to replace my charging cable, boy was I surprised that apparently I wasn't covered anymore. So I called customer service to straighten it out and their story changed three different times. I was told that my Best Buy credit card was not the same card on my Geek Squad account, then I was told that I was the one that cancelled my protection plan to which I explained about my replacement phone, then ultimately I was told that I did not pay for my plan for over three months so it was cancelled November 2013. First of all, I was speaking to someone who I could not even understand and it was frustrating. Second, the fact that they accused me of not paying my bill was not only insulting, but absolutely ridiculous because my protection plan was ALWAYS automatically charged to my account so how could I have stopped paying it? Third, I was angry that it is now March 2014 and I had not receive one letter, email, or phone call notifying me of this cancellation? Fourth, I was told that even if I were to pay my "outstanding balance" that my plan would still be cancelled and I would not be able to get a new one. I am a silver member and I make numerous big purchases at Best Buy, but after dealing with how absurd the whole situation is I am not going to buying any protection plans.

Hello JennyMyers,
I am sorry you have reached out three different times and received inconsistent communication each time. I can certainly see how that would be frustrating in this situation. Also, I apologize if you felt like the phone agent was accusing you of doing something you didn’t intentionally do, and rather, were unaware of altogether.
I was able pull up your purchase history using your email address you provided on the forums. It appears that your last successful automatic payment was on 11/14/2014. The first payment to not go through was 12/14/2013. After that, no successful payments were collected for December 2013 – March 2014. I was also able to see that we reached out to you via email on 01/14/2014 to notify you of the missed payment.
Since we hadn’t collected successful payment for the last four months, your Geek Squad Protection plan was cancelled. I’m sorry for any inconvenience and frustration this has caused you and I hope that you won’t completely write of the benefits of the Geek Squad Protection plans that we offer. I’m glad we were previously able to get you a replacement for your broken phone.
Regards,
JD|Social Media Specialist | Best Buy® Corporate
Private Message

My harddrive crashed but the Geek Squad said they saved my music. All 1581 songs are still listed in my iTunes, but can

Geek Squad saved my music, but now when i try listening to a playlist, 19 out of 23 songs cannot be found. the message states the song couldn't be used because the original file could not be found. I;m then asked if i want to locate it. WHen I choose Yes, it just takes me back to my iTunes.
Any ideas? I don't want to lose all of my music.
Thanks!

Depending on how the Geek Squad recovered your data the files may not be quite where iTunes expects to find them. The usual reason for missing files is that you or some third party tool has moved, renamed or deleted the file, or that the drive it lives on has had a change of drive letter. It is also possible that iTunes has changed from expecting the files to be in the pre-iTunes 9 layout to post-iTunes 9 layout,or vice-versa, and so is looking in slightly the wrong place.
Select a track with an exclamation mark, use Ctrl-I to get info, then cancel when asked to try to locate the track. Look on the summary tab for the location that iTunes thinks the file should be. Now take a look around your hard drive(s). Hopefully you can locate the track in question. If a section of your library has simply been moved, or a drive letter has changed, it should be possible to reverse the actions.
Alternatively, as long as you can find a location holding the missing files, then you should be able to use my FindTracks script to reconnect them to iTunes.
When you get things fixed make a backup.
tt2

Re: Nightmare with geek squad in-home consulatation

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