Best Buy is a big box electronics store that gets a lot of mileage by advertising the Geek Squad, but what exactly do they do?
The answer, in my case anyway, is I am sure sure.
Blame me for purchasing my third laptop at Best Buy. I am not sure why I keep returning. Maybe their name makes me think they really offer the best value, but I am not sure it is true. I probably keep returning because they have a variety of stuff, and are convenient.
When my first two laptops quit on me, the obtuse “no can fix, no can do” attitude of the Geek Squad personnel drove me nuts, leading to angry exchanges.
I promised myself,never again, but last year, I fell for it again. You might wonder why, but I had discovered a new, smaller store with accommodating staff, that seemed a cut above the other Best Buy stores in my area.
When I purchased the new laptop, I purchased the best service agreement, which covered problems including ones that were my fault, such as spilling a liquid of shutting a pen under the cover. The service agreement added about $300 to the cost of the laptop, but it has turned out to be worth it.
The laptop has been in twice for repairs, which would have cost that much to fix, so the service contract has paid for itself. The problem? They do not do the work at the store. The computer has to be sent out, which means about a month without the laptop.
I also get irritated when I take the laptop in for service. because the Geek Squad guy always tries to collect a fee for looking at the computer. I have to repeat at least three times that it is under a service contract. Best Buy management is probably cheering at that information.
I use my laptop all the time, mostly for business, and cannot afford to be without it. Needless to say, being without the computer for a few weeks is a major hassle.
During the most recent repair, the keyboard was replaced. The number two key broke off within a couple of days, which is not right. It is not like I was pounding on the key. At first I thought, well OK, how often do I use the two key. The answer to that question is “a lot”.
For several weeks, I used the pad without the key and it worked OK, but got harder to press with time. Eventually the two key lost its function entirely.
I had to debate with myself. What to do? I have found some creative ways to get the number two, like cutting and pasting when needed. However, that doesn’t work for everything and I had to admit that the computer needed another repair.
Yesterday, I called another new Best Buy store in my area. The Geek Squad person was very courteous on the phone. I asked if if the number key could be repaired at the store, as it was a major inconvenience to send it out. He said that they could look at the laptop and order the needed part and install it there when the part came in, instead of sending it out. I was delighted with this solution,.
I went out of my way to take the laptop to the store, where I discovered the Geek Squad person was the same person who had sold me the computer at the other store. He was very friendly and personable, and I found him to be helpful.
He looked at the computer and called the service center to order the needed part, which was the keyboard. Things started to go bad when I heard him ask why they couldn’t do that, because he would have to explain to the customer (me) who was standing right there.
He then told me that they couldn’t send the keyboard, because it was a complicated repair. He offered to overnight the laptop to expedite the service. I told him that I would have to think about it, because I couldn’t be without the laptop for even a few days.
I believe that they send the computer to the Toshiba Factory for repair, but am not sure about that.
Eventually, the computer will have to go in for service, but I am so irritated that every time my computer needs repair that I have to be inconvenienced for a few weeks. I am also irritated at the loss of time because of the misinformation over the phone. I do not fault the Geek Squad person for this. He was truly trying to be helpful.
Even though Best Buy advertises Geek Squad as a solution, they are limited in their scope.
My question is, what exactly does the Geek Squad do?
Anyone know?
