Becky v. Best Buy/Geek Squad

I am not a computer genius. I admit that. But I do have common sense. One morning a few weeks ago, my home computer just wouldn't turn on. Being the genius that I am, I quickly realized there was a problem. I took it to a friend who said it was probably a power supply or motherboard. I decided that I would take it to Best Buy/Geek Squad to get it fixed quickly and not to bother any of my computer-oriented friends. BIG MISTAKE!! I have had the most horrendous experience with the Geek Squad!

Most who know me would say that I am a patient person. I would agree! :) I hate confrontation like that so I would rather be patient and let things work themselves out than to cause a problem. But this time was different. I took my computer in on Columbus Day and told them I thought I had a problem with my power supply or motherboard. The guy behind the counter quickly figured out that I really didn't know what I was talking about and couldn't tell him what a motherboard was if he paid me a million dollars. So I quickly knew that he was going to try to take me for all I was worth. And did I mention that I can be a bit of a sucker? Because I agreed to have my files backed up for a mere, I mean extraordinary price. And I of course needed an official diagnosis. I figured what the heck, let's just see. They said it would be done in 3-5 days and they would call me to tell me what was wrong. So 8 days later, I still hadn't heard anything from them so I called them. Once they actually picked up the phone, they were sooo unhelpful. At one point they couldn't find my computer. Then they said it was in the service center waiting on a part (which was impossible because all I had asked was for them to diagnosis the issue.) I asked to speak to a manager. They said there was no manager on duty but they would have the manager call me. Which he or she never did. Then repeat this routine for the next 5 days. Every day I called. No return phone calls and many calls to them where I was put on hold for long periods of time. Actually, there might have been one return phone call but it was so unintelligible of who was actually calling that I'm not quite sure. The only thing I could make out was that they would call me back in a few hours. And when they didn't, I figured it was someone from the Geek Squad.

So I decided to go into the store and see the manager face to face. They had found my computer and had done the backup but not the diagnosis. The manager was apologetic and didn't charge me for the diagnosis and said he would immediately do it and call me back within a few hours. I've learned not to hold my breath for these people so when he didn't call back, I wasn't shocked. So the next day at work in between meetings, I spent about an hour on the phone trying to get my poor computer's diagnosis. After I got hung up on, my co-worker was so mad at Best Buy/Geek Squad at this point, she offered to yell at them because she said I was still being too nice. She gets hardly anywhere with them too and gives up. I decided to go again in person because the manager seemed to be a bit more receptive in person. Of course he wasn't working and the assistant manager is the one who had hung up on me previously in the day and had yelled at my co-worker. These people were unbelievable!!

But here's the bad part. I caved. He gave me a discounted price for fixing my computer (and I had quickly called around town to see what my other options were and it was going to be a little more expensive but not nearly the headache.) and I caved. I figured if he fixed it while I was standing there, it would still end up being cheaper than if I took it somewhere else and I would be finished with these people in my life. I am not an angry person and fairly laid back but these people made my blood boil. I just wanted it to be over. Of course, after I agreed to just have it fixed, the assistant manager was completely rude to me. He never once apologized or expressed any sympathy that the situation had gotten out of hand. In fact after the transaction was over, he just walked away and never said "Thank you." or "I'm sorry (I've held your computer hostage for 16 days when it only took 7 minutes to fix)" or "Have a great night." Even if he didn't mean it, you say it because that's what you call CUSTOMER SERVICE. This guy had the people skills of a brick wall and just made me soooo mad. I just took my computer and stormed out of the store and was grateful when it actually worked when I plugged it back in when I got home. Oh and the diagnosis? The power supply which is what I suggested from the beginning thanks to my friends.

For the record, I will NEVER take anything to the Geek Squad and I'm really mad at Best Buy for not holding their tech people to some sort of standard/accountability. I will think twice before buying something there, most especially anything computer-related. So I've filed a complaint with the corporate headquarters but I fully don't expect to ever hear anything from them. So I'm blogging about it so I can tell others what a horrendous experience I had and that it happens ALL THE TIME. I can't tell you how many people I've told my story to who have said that the same thing happened to them. So please, whenever you have any computer issues, support a local computer repair shop because a) they will probably fix your computer in about 1/145 of the time the Geek Squad takes and they won't "lose" your computer. And b) they will more than likely treat you with the respect and dignity that any human being deserves.

Ok, my rant is over. I feel better now.