Many of you remember the post about my computer needing a new brain. I have been waiting oh-so-patiently for the Geek Squad to let me know it’s fixed. Because of an earlier miscommunication, my husband has been checking on it weekly. We called to verify that it was in KY at Geek Squad City being fixed and then we verified it was being shipped back. September 4th was the day my computer was supposed to be back.
We called Best Buy and after a 20 minute hold, we decided to drive to the store to find out why no one was answering our questions. I had a sneaking suspicion that they lost my computer.
The first thing my husband did was ask for the store manager and explain EVERYTHING. The phone calls, the reassurances and the long wait. He disappeared for a while to figure out what was going on. When he returned, it was not with good news. Apparently, they shipped out my computer with UPS and it never made it to KY. In fact, the tracing stopped somewhere in the South with no further clues. Basically, UPS has misplaced my computer.
Of course it’s going to take some time to track things down and if they don’t find it, to file a claim to get it replaced. IN THE MEANTIME….guess what the solution they gave us…BUY ANOTHER COMPUTER.
Um…excuse me?!?
Yes, you read that correctly. They want me to buy a comparable computer and if mine is found they would let me return it without any restocking fees.
Gee…thanks! So helpful!
A new computer is definitely NOT in our budget. How about you BUY me a new computer and then IF mine shows up, then you can have it back.
Nope…no can do. However, for our troubles, he would buy us a movie if we saw one we wanted.
Now, I have to say. This store manager was not mean or indifferent. I think he truly wants to help us, but give me a break. A MOVIE!!
We have had to explain several times that because I use that computer to design, we are losing money every day that it is not in our home. I also have quite a bit of designing info saved that I will have to repurchase if I don’t get it back. Fortunately, we back all our important info on a separate hard drive. I have most of my designs, but not the most recent.
It all has been so frustrating and irritating to not have a workable computer on my desk. Yes, I have this laptop that I am using in the interim, but it has a tendency to overheat and shut down on it’s own time. I’m hoping I can get this post out before it decides to do that.
This laptop is the reason I purchased that other computer in the first place. Can’t very well be in the middle of designing a website and have it shut down on me. We have always purchased our electronics from Best Buy, but now this whole scenario is really making me think twice about shopping there ever again.
{SIGH}
More waiting and hopefully better news soon…
If this happened to you, what would you do? What compensation would you demand ask for for putting up with all the issues?
Oh my gosh, I would be LIVID! And I would be DEMANDING a loaner computer until they returned my computer in one piece. And if that computer doesn#39;t get replaced, a new computer at no charge. How DARE they suggest you BUY a new computer because they lost yours?! OMG!!!br /br /In the future, not at all related to this experience, you really should look at a local quot;mom and popquot; fix it shop for computer problems. They won#39;t ship your computer out and they are generally about 1/5 of the cost of Geek Squad. At least in my area!
Can you talk to whoever is above the store manager (I guess you#39;d have to ask whom he reports to)? The store manager clearly did not have the authority to help you.br /Also, PCWorld magazine has a monthly column in which they seek resolutions for problems very much like yours. Consider contacting them at onyourside@pcworld.com.
Oh my goodness Anna! I would be BEYOND furious, talk about TERRIBLE customer service!! Best Buy is a big enough company they certainly have the overhead to loan you a computer for THEIR mistake. I would demand something and I would do SOMETHING, call the news station maybe LOLbr /br /When (or should I say if?) my computer came back and they didn#39;t give me a loaner I would return it immediately and tell best buy that I would never be doing any business with them ever again AND I was going to blog ALL about them on my BLOG and tell all my mommy blogging community to share my experience! Grr! I am all hot and bothered and it isn#39;t even my computer!!! The movie comment would have put me over the edge. I don#39;t care how nice he was I spent HUNDREDS of dollars on a computer that you LOST and you want to repay with an item that your company probably pad less then $10 for???? I don#39;t think so!br /br /My advice: get a Mac 😀
WeeMasons Mom-They wouldn#39;t give us a loaner computer. The only way the could quot;loanquot; us a computer is if we bought it. We wouldn#39;t do it. I would have never have had my computer fixed there in the first place, but it#39;s only 8 months old and under warranty. Since we bought it from them, we took it to them. It#39;s so frustrating.br /br /Melissa-Thanks for the link! We are definitely going to contact them. Apparently the General Manager knows about the situation. I#39;m going to try to do some research to see I can find the name of his boss. br /br /Emily-I#39;m trying to stay calm since hubby is VERY upset. The customer service has been HORRIBLE!! By all means…blog away about them… ;o)
Oh my goodness. I am livid for you. Please keep us posted. That is HORRIBLE customer service. I#39;d be happy to pass along your story to my readers! Power in numbers!
I don;t even know what to say for you. My only suggestion is to go up the chain and that includes UPS because they technically lost it. Geek squad should have insurance on it. Not much help. I am following to learn about the rest of the problem and to see what Best Buy does.br /br /a rel=”nofollow” Giveaway Blogdom/a
That#39;s too crazy!br /Just found your blog from Spotlight Saturday. Have a great weekend!
Oh my! I would be so ticked. I am not sure what I would do other than let them know how unreliable they are. Of course, IN MY MIND, they would be getting called every name I could think of. Hope you get it back soon.br /Following from blog hop…would love to have you follow back!br /http://funfritzfamily.blogspot.com/
I#39;m following from Spotlight Saturday, I#39;d love a follow back!br /br /http://frugalformyfriends.blogspot.com