Best Buy/Geek Squad

[TangoJuliet]

My mother in law bought a notebook from Best Buy a couple years ago. She purchased a 2 year extended warranty through Best Buy. Recently the track pad and mouse buttons on the notebook have not been working right.

The pad would some times stop working and the mouse buttons became loose and wouldnt work at all. She brought the notebook in for service about two months and it was repaired. However it has started to happen again and now the buttons arent working at all. She brought the notebook in and they said her warranty just expired and they wanted $80 to look at it.

Doesnt Best Buy guarantee their repairs for 90 days or anything? She was going to renew the warranty but they wanted $350 for 3 years and I told her she could get something new for about $500 and it wasnt worth it.

Anybody have any information I can pass along to her?

 

[amdskip]

You should be able to pick up a replacement from ebay and replace it pretty easily but it depends on the model of the notebook.

 

[Exterous]

You will want to look at their repair guarantee time frame. It may only be 30 days

 

[Jschmuck2]

As a former Geek Squad employee (shut up, all of you), I can tell you that they really, really hit you hard on the fine print. That service order paper you got with the initial repair - find it and read it. Carefully - there's nothing they like better over there at the GS than not doing any work whatsoever. I'm assuming they had to send it out for service as opposed to fixing it in the store? If that's the case, I think the guarantee for depot work is 30 days. Check out your SO and report back.

 

[TangoJuliet]

Originally posted by: Jschmuck2
As a former Geek Squad employee (shut up, all of you), I can tell you that they really, really hit you hard on the fine print. That service order paper you got with the initial repair - find it and read it. Carefully - there's nothing they like better over there at the GS than not doing any work whatsoever. I'm assuming they had to send it out for service as opposed to fixing it in the store? If that's the case, I think the guarantee for depot work is 30 days. Check out your SO and report back.

Yep it had to be sent out to the warehouse. Is there any way I can look up the service orders online because she can't find her last one. She has 2 other SOs for different issues.

 

[TangoJuliet]

bump

 

[S Freud]

Maybe they have it on file? Long shot but you could try it.

 

[Parasitic]

Originally posted by: S Freud
Maybe they have it on file? Long shot but you could try it.

I doubt. This is Best Buy we're talking about.
BTW did that peeping tom case ever resolve?

 

[Jschmuck2]

Originally posted by: alkohoLiK

Originally posted by: Jschmuck2
As a former Geek Squad employee (shut up, all of you), I can tell you that they really, really hit you hard on the fine print. That service order paper you got with the initial repair - find it and read it. Carefully - there's nothing they like better over there at the GS than not doing any work whatsoever. I'm assuming they had to send it out for service as opposed to fixing it in the store? If that's the case, I think the guarantee for depot work is 30 days. Check out your SO and report back.

Yep it had to be sent out to the warehouse. Is there any way I can look up the service orders online because she can't find her last one. She has 2 other SOs for different issues.

There's absolutely no way for a customer to look up an unknown SO online. You're going to have to go to the store, armed with the serial # (Assuming they recorded it...they should've but you never know) of the laptop and find out when exactly the work was done and how long the "guarantee" is. I'm almost positive it's 30 days but you should double check.

I stand corrected.

 

[TangoJuliet]

Originally posted by: Jschmuck2

Originally posted by: alkohoLiK

Originally posted by: Jschmuck2
As a former Geek Squad employee (shut up, all of you), I can tell you that they really, really hit you hard on the fine print. That service order paper you got with the initial repair - find it and read it. Carefully - there's nothing they like better over there at the GS than not doing any work whatsoever. I'm assuming they had to send it out for service as opposed to fixing it in the store? If that's the case, I think the guarantee for depot work is 30 days. Check out your SO and report back.

Yep it had to be sent out to the warehouse. Is there any way I can look up the service orders online because she can't find her last one. She has 2 other SOs for different issues.

There's absolutely no way for a customer to look up an unknown SO online. You're going to have to go to the store, armed with the serial # (Assuming they recorded it...they should've but you never know) of the laptop and find out when exactly the work was done and how long the "guarantee" is. I'm almost positive it's 30 days but you should double check.

I went to geeksquad.com and did a live chat. I found the service order number 00458-910850146. Now where do I go from there?

 

[TruePaige]

Originally posted by: alkohoLiK

Originally posted by: Jschmuck2

Originally posted by: alkohoLiK

Originally posted by: Jschmuck2
As a former Geek Squad employee (shut up, all of you), I can tell you that they really, really hit you hard on the fine print. That service order paper you got with the initial repair - find it and read it. Carefully - there's nothing they like better over there at the GS than not doing any work whatsoever. I'm assuming they had to send it out for service as opposed to fixing it in the store? If that's the case, I think the guarantee for depot work is 30 days. Check out your SO and report back.

Yep it had to be sent out to the warehouse. Is there any way I can look up the service orders online because she can't find her last one. She has 2 other SOs for different issues.

There's absolutely no way for a customer to look up an unknown SO online. You're going to have to go to the store, armed with the serial # (Assuming they recorded it...they should've but you never know) of the laptop and find out when exactly the work was done and how long the "guarantee" is. I'm almost positive it's 30 days but you should double check.

I went to geeksquad.com and did a live chat. I found the service order number 00458-910850146. Now where do I go from there?

As a current GS employee I can tell you we use a very inclusive program, so we have that on file. 458 is your store number, so they can locate your store in the program no matter where you call.

Call with your SO, tell them you got the mouse pad/buttons repaired and that it started it again, and ask if they'd redo the repair since the first one didn't fix the problem. Be nice and they'll ussauly help ya out.

 

[Jschmuck2]

Ahh, they have a fancy new online chat, do they? Well, maybe they can tell you when the machine was serviced and if it's still under the DTV guarantee. If so, bring it back to the store and explain to them what's happened - even if it's out of warranty you may be able to speak to a particularly understanding manager.

I've gotta say though, nine times out of ten when someone with a problem like that would come into the store, they would be flat out turned down. I wish you the best of luck.

 

[TruePaige]

Originally posted by: Jschmuck2
Ahh, they have a fancy new online chat, do they? Well, maybe they can tell you when the machine was serviced and if it's still under the DTV guarantee. If so, bring it back to the store and explain to them what's happened - even if it's out of warranty you may be able to speak to a particularly understanding manager.

I've gotta say though, nine times out of ten when someone with a problem like that would come into the store, they would be flat out turned down. I wish you the best of luck.

Much the opposite at my store, just so it doesn't sound all bad.

If it's depot work it doesn't affect OUR turnaround times at all, we will ussauly just send it back out for you.

 

[TangoJuliet]

Originally posted by: Jschmuck2
Ahh, they have a fancy new online chat, do they? Well, maybe they can tell you when the machine was serviced and if it's still under the DTV guarantee. If so, bring it back to the store and explain to them what's happened - even if it's out of warranty you may be able to speak to a particularly understanding manager.

I've gotta say though, nine times out of ten when someone with a problem like that would come into the store, they would be flat out turned down. I wish you the best of luck.

My mother in law brought it in yesterday and they flat out would not send it out for service under the warranty. They wanted to charge her $80 for it with an estimate of the repairs being $120 total