I had a problem with my iMac but got it fixed with Apple Tech Support. But my computer randomly shut off twice yesterday for no reason. So i felt safe going back to best buy with the warranty I purchased from them to get a new iMac. But when I get there the stupid Geek Squad people, sad excuse for Tech Support, told me they needed to keep my computer for 4 DAYS, and do tests. I was like WTF tests take 4 DAYS! Then he said oh your computer appears fine. I bought a $170 ******* warranty for this exact purpose and they are gonna weasel there way out of it. They refused to give me a new iMac in an exchange. But thats not what really made me mad. Before this iMac I had another one but a small red bug crawled through the speaker, different story, and got trapped behind the glass. CRAZY RIGHT? But BB gave me a new one! But this one they refused too! I am sorry I just needed to vent realllllyyy badly. I am very careful with my stuff, especially from Apple. I was infuriated. They guy was trying to use my iMac keyboard but was too stupid to know how to open the battery slot. He effectively scratched that with a penny trying to get his grubby hands to open it. They treated the customer like garbage. He dropped my Mouse and Keyboard multiple times. When I got home I cleaned both of them vigorously. Sorry for the long post
I used to work for Best Buy awhile ago. Heres what happens when a computer is brought in:
If the problem cannot be duplicated on the spot, they have absolutely no choice but to run tests on the machine. Any place will do this be it Best Buy, corporate tech support, etc. Its almost impossible to fix a machine if the problem cannot be reproduced.
That being said its not the people in the store (most likely) who are testing your machine anyway, its "Agent Johnny Utah" aka people in India who remote in to your machine and work on it. I'm not kidding, thats what its called and its basically a massive KVM switch with a bunch of ethernet cords so you plug the machines in and you can switch between them and see what the people in India are doing to your computer.
Also, if your machine was outside the return period which on computers when I worked there was 14 days (I think, I didn't work in the store often I drove the bug around) then the geek squad guys have no choice but to take it in for repairs. If they can't repair it in store it gets sent to the service center. If it can't be repaired there it is replaced.
I know it sounds like "****** service" and sometimes it can be, but when you get 15 - 30 machines a day coming in with only 2 or 3 geek squad guys thats a lot of work. Best Buy wanted to send geek squad guys onto the sales floor to sell more services instead of having them fix machines, hence why the turn around time is much longer since the machines are required to be hooked up to Agent Johnny Utah. Its sucks for the geek squad guys, its a lose lose.
I know! If you asked what is the difference between these two laptops, they would have too read the card next to it and probably get someone else to help you...who guess what? Does not know either! Vicious cycle haha
Everyone does. For $9 an hour and no commission the sales people aren't going to memorize every single model on the floor. They will know the terms and such and be able to usually point you to the best deal but memorizing every spec on every item especially when they change so fast is impossible, hence the tags.
I definitely understand the need to vent.
I had a similar experience at Best Buy but it was with a TV. I'm usually a mild-mannered and quiet person but I couldn't believe the BS they were giving me so I flipped out and they gave me a new TV to calm me down.
Now before you judge me, I flipped out because the store manager refused to give me a replacement TV even when their corporate customer service directed me to come get one. I had to use MY cell phone and get corporate to speak to the manager directly. The nerve.
Anyway, that was many years ago.
Flipping out is the worst thing to do. Its extremely rare if it gets you anywhere and everyone at the store simply makes fun of you when you leave. This is the case everywhere and in most cases, if you flip out, you won't get the help you could have gotten. Nice people get a lot more help and extras than mean people any day. I understand in your case it was a bit different but I was just saying that for anyone else who may try something similar.
Also not everyone on Geek Squad is bad. Many of us used it as a stepping stone while in college to land corporate IT jobs out of college, and it worked for me and a few others I know.
