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| - Really POOR process! Been to other Geek Squad locations before and I truly would not call what this location offers, service. The staff is lacking in knowledgeable insight and the follow through is severely deficient.
I took my laptop over a month ago and the rep who assisted me though very nice gave me a wrong initial analysis and then talked me into buying a $199 service plan. I agreed based on the info they gave me about my laptop issues. Over a week passed and no one called me. When I finally get an automated message telling me my computer is ready to be picked up, I had to wait an additional 2 days (based on the appointment I was finally able to schedule) to pick it up.
I get there on time for my appointment and they have only one (1) tech helping someone already. After 20 minutes the tech leaves the person they are assisting to inquire why I was there. I tell them I got a computer message that my laptop was ready. After a long search, they finally bring out my laptop and tell me nothing was done to it. I asked why and was told because they were waiting on me to authorize it to be sent out for diagnosis at their central repair center, because the hard drive was bad. (NO one ever called me or told me this prior to this pick up appointment.) Needless to say I was very displeased with such an apathetic display.
Upon authorizing them to send my laptop out for the hard drive to be repaired, I asked the tech several times if this was covered under the $199 plan I'd already paid for, and they said yes. (IT WASN'T!!) I got a call a week after sending it out advising me that it would cost almost $300 more to repair my hard-drive. Why on earth would I pay nearly $500 ($199 service plan + $300 hard drive repair) for an old laptop, when I could have just gone into the Best Buy computer section and bought a brand new one for that price? UGH!!
Quite unhappy with this obvious ploy to make as much money as they could off of me, I politely instructed them to return my laptop to the store for me to pick up without any further action. Thankfully I had backed up my system with an external hard drive, so this tactic to hold me over a barrel for more $$$ failed - I was not about to pay them another dime!
I very happily did purchase literally the same laptop at a competitor store. Had Geek Squad been honest with me from the start rather than continuing to jack up the cost of repairs, I would have gladly made my new laptop purchase at Best Buy. However, based upon this experience, I will NEVER EVER shop there again for anything. I hope it was worth the piddly $199 they suckered me out of, to lose a household full of long standing customers.
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