electricalsun (electricalsun) wrote in bad_service,
electricalsun
electricalsun
bad_service

I hate you, Geek Squad.

 

June 13th : So, my laptop's hard-drive basically committed suicide, so I took it to Best Buy where I got it originally. I hand it in, tell them what the problem was, that I want a backup of my files and that it's okay to send it off. The guy tells me it'll be done in a week. That's all well and good.

Week 2 of Laptop being in their Possession: So I went on vacation to a place where my phone didn't get any reception at all for a week and I find out that they've called me several times. When I get back in town, I go to the place and ask if it's ready yet.
No, it's not ready, they need my consent to send it off, even though I already gave it when I dropped the goddamn thing off. What the hell did they think I wanted to do, take my crappy shell of a computer home and use it as a table ornament? I talked to the guy at the desk for a little while and tried to coax a straight answer out of him as to how long this would take.

He, predictably enough, stumbles around, trying not to give me a straight answer until he finally comes up with "One week." I make him say that a few times, make sure that he's sure and then I call them the next week to see if it's done.

Week 3 : Of course, it isn't. The guy says that he wasn't sure WHO told me that it would take one week and that it actually takes 2. That's fine, I guess, I just want my laptop back.

Week 4 : It's still not done. Turns out that it's in the queue and that I have to wait until they can get to it. They have little to no contact with the other company and stick to that the entire time.

Week 5 : Still in the queue. I request an escalation and he sends the request off.

Week 6 : It's being looked at but it's in EXTENDED TESTING. For what? They don't know or they won't say. Oh, and by the way, nobody has responded to my escalation! Cool! LET'S SEND ANOTHER ONE, SINCE THE FIRST ONE WORKED SO WELL. Since I'm frustrated and tired of waiting, I tell them that I'm leaving for England in 2 weeks to go to uni (it's actually 3 but I want them to get it back to me before I go in case they fuck it up and I have to get them to compensate me. I don't want that to happen when I'm overseas when I can't do anything about it), He says that he'll do what he can and that he'll call me back on Monday. Of course, he doesn't.

Week 7 (Yesterday) : I call in for what seems like the millionth time. My laptop has been out of my possession, at this point, for 53 days. I explain the entire situation to the guy and tell him that I'm leaving in a little under a week and a half. The rest of the conversation goes like this.

Me: I'm leaving for university in England and, contrary to popular belief, I desperately need my laptop.
Geek Squad Guy: Well, they only just sent off a request to Gateway for the part that they need and that can take up to 21 days.
Me: Are you serious? Why didn't they send off the request EARLIER if they ALWAYS knew that I needed a new harddrive? I knew I needed a new harddrive when I walked into this place to drop off my laptop.
GSG: I don't know but it takes up to 21 days and they sent off the request on the 1st of August.
Me: I can't AFFORD another laptop. I need this back before I leave.
GSG: Well, all I can do is send another escalation form requesting it back in on time for this nice lady or for us to give this nice lady a new laptop.
Me: Well, it needs to be one or the other before I go. You people have had it for SEVEN WEEKS when I was originally told that it would take 1, then 2. I've been sharing my little brother's laptop but that clearly won't work when I have to go back to university.
GSG: You can always get someone to ship it to you.
Me: Have you EVER experienced shipping something large, heavy and fragile across the Atlantic? It would be destroyed before it got here and I can't afford to send it to myself!
GSG: ACTUALLY, my mom shipped my laptop to me when I went to boarding school in England and it was perfectly fine.
Me: Firstly, sending a bunch of SHIRTS overseas costs roughly 40 dollars. I can't afford to send something like a laptop to myself when it weighs about 10 times what that package weighed. Secondly, my packages are ALWAYS beat up when they get to me and I don't want to risk my laptop being irreparably damaged.
GSG: My package was fine.
Me: Then maybe you had a nice person working your shift at the post office because my stuff is always practically trashed when it gets to me.

Then he argued about sending it to myself a little more and kept calling me a 'nice lady', as if that would make me magically forget that THEY HAVE HAD MY LAPTOP WITH THEM FOR SEVEN WEEKS AND IT COULD EASILY BE THREE OR FOUR MORE WEEKS UNTIL THEY GIVE IT BACK.

Me: LOOK. I gave this to you at the start of the summer so THIS WOULDN'T HAPPEN. I cannot AFFORD another laptop and I did not expect to be without one for SUCH A LONG PERIOD OF TIME. This extra shipping fee would be completely your fault, if I had to do it, and that's unfair to me as a customer. It's not like I gave you the laptop a week before I had to leave the country.
GSG: Well, all I can do is ask the company to hurry up the process for this nice lady.


Me:  I'm basically going to call you back every single day for the rest of my stay in America until I get my laptop back.
GSG: I wouldn't call tomorrow.


Me: :| Why not?
GSG: Because we don't get responses until about 24-48 hours after we sent them off.


Me: I'm calling anyway. I'm not going to let this slip. :|


Are you SERIOUS? You DON'T WANT ME TO CALL TOMORROW? I want to make my displeasure VERY clear and if I don't get a response by Saturday, I'm summoning all the Britishness that I have ever experienced in my 3 years of living there and writing an angry letter and sending it to everyone, the CEO, the manager, I don't care.


Honestly though, sdkfjkdsljfkldfj FUCK YOU, BEST BUY. FUCK YOU, GEEK SQUAD. I AM GOING TO RIDE YOUR ASS EVERY DAY OF THE WEEK UNTIL THIS IS RESOLVED. I'VE BEEN NICE, I'VE BEEN PATIENT. I HAVE A RETAIL JOB TOO AND I KNOW HOW AWFUL CUSTOMERS CAN BE, BUT THIS IS FUCKING STUPID. I AM NEVER GOING TO USE YOU ASSHATS AGAIN. D< At this point in time, I doubt that I'll EVER get my laptop back before I have to go.

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