Service Order *****-***********I am very disappointed to be writing about the poor and...
GetHuman1029256's customer service issue with Best Buy from August 2018
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The issue in GetHuman1029256's own words
Service Order *****-***********I am very disappointed to be writing about the poor and inconsistent service I have been receiving with Best Buy just one month after such a major purchase. I purchased extra service features by opting for Accident Protection in hopes that it would ease any mishaps I would encounter with the expensive items I have purchased with Best Buy and am now regretting it. The individuals I have dealt with at the Geek Squad in your Franconia, VA location have been unmotivated and careless, at best, in their efforts to address what I hoped would be a seamless process. My Microsoft Surface * laptop was damaged after I spilled a sugary drink on it. I brought the laptop into the Franconia Best Buy location on Wed. Aug. ** (the next day) and was told that my laptop would be replaced due to the damage but that I would need to remove my data myself if I did not want to pay for this to be done by Best Buy. I took my laptop home so as to transfer my data and was able to return to Best Buy on Monday, Aug. **th. During this visit, the young lady who took my laptop shared very little. I had to ask a series of questions to get very basic information re timelines and other details. She told me it would take * to * weeks to receive my replacement laptop. And that my damaged laptop would have to be shipped to Texas. I told her that *-* weeks would be an issue for me given that I rely on my laptop for work and that I have clients to attend to. She said she could request that the replacement be overnighted. I asked her to clarify if I would have to pay for this and she said "No. It would shipped here and we would call you when it arrives to pick it up." I agreed and thanked her. I did not receive a call the following day. I waited until Wed Aug ** to call in and after a few attempts spoke with someone (a man) at the Geek Squad who confirmed that the new laptop is on a truck headed to the store and would arrive no later than *pm the same day. Fast forward to *:**pm the same day, I am in store and greeted by Elsa & a trainee gentleman. Elsa says she will need to check the warehouse and repeats this to the trainee, after pulling up my service order infromation. I go to use the restroom and get back. Elsa is typing away and it looks like she's noticing something is not right. She leaves without saying anything. The trainee is still there and says "she's going above and beyond right now bc it says the laptop arrived and was received by someone named Jeff. I don't know who Jeff is bc I am new." I said "okay, well I'm sure you'll know who he is now." Elsa gets back and tells me that my damaged laptop is the one that is actually showing as having arrived in Texas NOT the replacement ( new) laptop. I was, of course, confused and had to ask her to clarify this. She ran me through the process but didn't seem to acknowledge anything about why I keep getting conflicting information. After telling her that this is unacceptable and needs to be addressed by a manager she said that she could only place a request to the Microsoft Center in Texas to ask for a courtesy priority review of the damaged laptop and once that is done have them overnight the replacement. She said she could not give me anything in writing to that effect but would email me once she receives any response. I wrote down my email and also told her that I will not make any more trips to this location and would appreciate if the replacement laptop be delivered directly to me at my home address. Today (Aug.**) I have not received even a courtesy call. I have called the Geek Squad Franconia location * times. The phone rings off the hook with no response. Twice I heard someone pick up only to transfer me without saying a word. I end up in a random department that is not the Geek Squad. I resorted to calling customer service at a neighboring Best Buy (Potomac Yard) and spoke with someone who listened to my concerns. She said she would try to get someone from the Franconia Geek Squad on the line but during that process, the call was lost. I do not believe she hung up intentionally however I have not received a call back and it's been * hour since the call dropped.**I simply would like a proper update with a realistic timeline for when I will have a functioning laptop again. I am a sole proprietor and attorney who works with a number of clients on time sensitive matters. I should not have to explain any of that but I would hope that someone would take some interest in addressing the poor customer service I have been met with this week. **If Best Buy is unable to honor its responsibilities, I would like to speak to someone about being reimbursed for the Accident Protection coverage I purchased along with the device that Best Buy failed to properly cover and repair*re-issue within the timelines it confirmed through its agent on Aug.**. The lack of service and negligent handling of this warranty-based service has directly impacted my business and continues to do so. I will take whatever recourse I must to remedy my losses. **I kindly ask that someone call me today with a timely resolution to this issue.**Thank you**Debbie Lovinsky************Service Order *****-*********
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