Written by Natalie   

Dear Best Buy Customers,

On November of 2011 I was given the opportunity of choosing any computer I wanted a as birthday present. We headed that November day to a plaza named The HIP, the Harlem and Irving plaza. We went into best buy (store number 319) and I saw the Apple computers and fell in love instantly. I told my parents I wanted the Mac Book Pro and that day they purchased it. Keep in mind please that I was also gifted this expensive gift not just because of my birthday but because of my grades and my soon to be entrance into the college world.
At the time of purchase I was never informed I could purchase apple care, which is something that I believe should always be mentioned even if the store has the possibility of losing money since they have Geek Squad. We purchased Geek Squad. This past October my computer started acting up. The fan was over heating and I could hear it, it was extremely loud. I took it into geek squad and they sent it out for repair. While there I asked them to replace the battery since I did have a free battery replacement. They sent out the computer out once again but when it came back the back of the computer was scratched in many places(This was when I had all the plans of Geek Squad). I informed the representative and he said they would take note of it and the next time that it would be shipped out they would fix it by replacing the back cover, I agreed. My Geek Squad insurance was about to end so I called Geek Squad and asked if I could purchase everything in the plan as I previously had it. My parents paid another $100, $30 for anti-virus and the rest I believed was for the service plan. I asked the representative if he was sure my plan would all stay the same and he assured me it would.
A week or so after my plan ended and the new plan begun my computer crashed (keep in mind my tech support is still going as I paid for the renewal) It was not turning on properly and I freaked out and ran to Geek Squad for help. When I arrived to the store the man in the front desk of Geek Squad told me he would run a diagnostic on the computer to see what would happen. I asked him if they were going to send it out and he informed me I didn’t have the second part of the insurance which was the hard ware support. They took it in for diagnostics and the OS was erased. They were supposed to take it in just to reinstall the OS nothing else. They reformatted my hard drive and I lost everything. (Please keep in mind this was 3 weeks before finals.) I never backed up anything believing Apple computers rarely had these types of problems, of course I was wrong. However, I had asked Geek Squad to not touch the hard drive yet it still was reformatted. I asked to speak to a manager and a supervisor came out to speak to me. He said nothing could be done because to them everything was done right.
Out of anger I left the computer alone in my room for about two weeks and when I did decide to turn it on I reinstalled Microsoft and turned it back off. The following day I decided to go on with my life and begin using my computer once again, it crashed AGAIN. This time I called Apple and they helped me reinstall my OS. I also noticed while on the phone with Apple that if I unplugged the computer from the charger the computer would shut down completely. The next day I went to the Apple store and had them run a diagnostics on the battery and of course the battery is used and not working properly. I called best buy and asked to speak to their general manager and was told he wasn’t available but I could leave him a message and I did. The following day I went to Best Buy looking for the General Manager and he was not there. I spoke to a manager and he said they couldn’t do anything. I asked him to leave the general manager another message for me and to please call me back as soon as possible. Next, I called Best Buys customer service and also got neither help nor advice from anyone. My phone call was answered by a very rude lady who said the only thing she could do was take a complaint. I put a complaint and was told I would be contacted back in 5-7 business days. Today, it’s been about three weeks and I am still waiting on a call.
Three days passed and I went back to Best Buy to give it another try and see if by any chance the General Manager would see me. Again, he wasn’t available so I spoke to another manager. He told me he would be calling Geek Squad and seeing what they could do about the situation and he would call me the next day. He didn’t so I called the store and spoke to him, he told me he did not yet get a response and he would call me in two days. The two days passed and he didn’t call again so I called him once more. He said the Geek Squad person he spoke to wasn’t able to help him so he contacted another person from Geek squad and he would be calling me back in two days. Again, he didn’t call back and again I called Best Buy to speak with him, however he wasn’t available. The next day he called to only say there was nothing that could be done.
At this point I am a few weeks from beginning a new semester in college and have no stable computer. Both Best Buy and Geek Squad have completely brought my mood down to its lowest. No one wanted to take the time to speak to me and help me with my situation. No one tried contacting me back, and when they did it was just bad news. Knowing how much business Best Buy has it makes it hard to believe that they do not want to replace my Mac with a new one.
Recently, I talked to the President of Best Buy via phone and he assured me everything would be fixed. I emailed him further detail to my story and he forward it to an assistant of his. As of now I have no results. They sent me to get the computer checked and the computer has a problem with the battery and the main board. They do not want to pay for the fixing of the computer nor give me another one. Like I said before, this is something Geek Squad/ Best Buy messed up and now no one wants to fix my computer.
Never again will I purchase anything from Best Buy again! No matter the situation Best Buy is no help, they ruin instead of help your situations. Go ahead, search online and see how many complaints haven’t been put out there. Ask people of their experiences with Best Buy and you’ll see all the complaints that have not yet been heard. The only difference here is that I decided to make my story visible.
Sincerely,
Natalie
Any question? email me at This e-mail address is being protected from spambots. You need JavaScript enabled to view it