Holly (hollyberrie05) wrote in bad_service,

FYI: Best Buy Geek Squad

I posted this in my personal LJ, but I want to warn as many people as I can so this doesn't happen to you!

Just wanted to warn anyone who may read this not to take their computers to Best Buy for repair, especially repairs that require your computer to be shipped for the repair. I took my laptop in a few weeks ago because the screen was going out. I got a call tonight telling me that it was back, they fixed the screen problem and also replaced the hardrive. Replaced the hardrive? That was NOT what I took it in for! It was done with neither my permission nor my knowledge. Supposedly they can put in an order to send the hardrive to the store I brought it to or a copy can be sent. But what if they can't get that? Everything gone. Photos, music, MASTER'S THESIS. Luckily I've graduated and have other copies of my thesis on my desktop and flash drive. But everything else, including personal information? Gone. NOT COOL. NOT COOL AT ALL! That could be an identity theft risk.

To make matters even worse, when I called back after receiving the message and demanded a supervisor for the Geek Squad service center, the girl gave me Best Buy's 1-800 number and told me they could connect me. So, after I called it and waited on hold for someone for 10 min, what did they do? Transfer me back to the store! Then the Geek Squad manager proceeded to tell me that they don't have a number for the service center and that all they can do is email them. I want to speak to the technician's supervisor and give them a piece of my mind. I want that technician fired. You don't mess with peoples' stuff like that. I will probably be going into the store tomorrow to speak to the actual store manager about this.

I am apalled at what happened and the way their "customer service" people dealt with the situation. Mind you, I was and still am very upset about this, but I wasn't screaming on the phone. I thought I was rather polite under the circumstances. I just cannot believe that this could happen and wanted to warn all I know.

And yes, I've been told numerous times already that I should expect the hardrive to be messed with when I take a computer in. I've never had to take a computer in for repairs before, so how would I know this would happen? Especially since I was told that my hardrive would not be tampered with when I asked.
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