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Off Topic / Zealot's Bestbuy Nightmare - CHAPTER 8: GEEKSQUAD IS handicapped
« on: July 29, 2015, 04:10:26 PM »So recently I've been having some trouble with Bestbuy's Geeksquad Support. I've decided to chronicle my dealings with them on this thread. Like any good story--it will be separated into chapters.
Chapter 1: The Crash
One morning about, I booted up my computer, to see it crash within moments. This repeated multiple times. I opened the statistics panel for the PC, and saw that the CPU fan had N/A speed. The fan was out. A simple task--to replace a fan. To Bestbuy!
So I arrive at Bestbuy with my brother and tell them what the problem is. They explain I'll need a new CPU fan and with a printed list of my computer stats show me what they believe to be best. I purchase one, and return home to go about the replacement. As it turns out, it is not a simple task to replace a CPU fan. In the end, I did it (with help from a knowledgeable friend) and booted up the PC.
Crash.
Chapter 2: The $233 Solution
So after my knowledgeable friend admits they are stumped, I return to Bestbuy. They explain that I can return the fan for a full refund and have GeekSquad check out my PC. I ask how much it will cost for this one visit--but alas, it is a subscription. We end up purchasing a $233 2-year Subscription to Geeksquad Services. Now they can fix all our computer problems--right?
So they take a look inside and a day later give me a call. They state that the computer's power distributor is broken, and as such stopped providing power to the fan, which works fine. They can replace it with a new one, and my PC will be good as new. They predict it will take 3 days, but in the end I had it back in just one and a half. Fantastic.
Chapter 3: Launching the PC
So I eagerly boot up my computer--and it works! Huzzah! My woes are of the past. Wait...
All of my Desktop Icons are gone. They put them in an "Icons" folder, and decided to replace them with a single large "Geeksquad" Icon. It's not that big of a deal, but I did have them sorted into different areas. Oh well.
Then I notice--they uninstalled BitTorrent. Seriously? Nothing about the program is inherently illegal and I would prefer if the tech team I pay almost $300 doesn't decide to play moral police. Sigh.
Also, CheatEngine and Gimp are gone. CheatEngine only allows you to cheat in single-player games, but perhaps they thought it looked suspicious. But Gimp? Really? Maybe they are in Adobe's pocket.
Then I noticed they cleared ALL of my browsing history, login info, and bookmarks? Seriously? It's a small hassle to log back in to every site but why would they factory reset my browser when I just wanted a fan fixed.
Oh well. The computer works, and in time I recover the losses. It can't get worse, right?
Chapter 4: The Crash II
So at exactly 3:00 AM this morning Windows announced that it was ready to install Windows 10. I was very excited for this, and eagerly rebooted my computer so as to get the prompt. There was just one problem.
It didn't turn back on. The computer lit up, the fans hummed, but there was absolutely no image on my monitor. It said "No Signal". I made sure the cords were attached, and tried again. Nope. Oh well, I still have that Bestbuy subscription. Let's see how they handle this.
Chapter 5: The Revelation
Bestbuy calls me later in the day and says that my PC is screwed. There is "sticky residue" coating the motherboard, thick dust coating the machinery, and the fan is clogged with dirt.
The fan they closely examined days prior.
The monitor isn't getting power because the Power Distributor was installed faultily, and appears to be broken.
The power distributor they installed.
Obviously I'm upset, asking how none of this came to light when they held my computer for almost 4 days. The woman on the phone was useless. I asked what they could do about the motherboard and they told me it was totally fried. I would have to purchase a new one, and also lose all data on the PC.
So they failed to notice the many flaws ingrained with my PC the first time they examined it, thus leading to it's destruction mere days later. Sigh. A new motherboard was probably inevitable after all these years, and perhaps they or the computer provider will be able to give me some sort of discount.
So what are they gonna do about their faulty installation of the power distributor?
Chapter 6: The Rage
They explain that the power distributor is ruined from the faultily installation, and will have to be thrown out. They say that I will have to buy a second one for them to install.
Seriously? They broke a piece of machinery and demand I pay for it?
I explain that THEY installed the power distributor mere days prior. I haven't touched the PC since and it is clear that whoever worked the PC screwed something up. She adamantly denies any fault of glorious Besbuy.
Any honestly? I think they are idiots. I've stopped taking their advice on issues and I'll be speaking with some more intelligent individuals about the issue. Let's see what happens next.
Share horrible customer support stories.
Chapter 1: The Crash
One morning about, I booted up my computer, to see it crash within moments. This repeated multiple times. I opened the statistics panel for the PC, and saw that the CPU fan had N/A speed. The fan was out. A simple task--to replace a fan. To Bestbuy!
So I arrive at Bestbuy with my brother and tell them what the problem is. They explain I'll need a new CPU fan and with a printed list of my computer stats show me what they believe to be best. I purchase one, and return home to go about the replacement. As it turns out, it is not a simple task to replace a CPU fan. In the end, I did it (with help from a knowledgeable friend) and booted up the PC.
Crash.
Chapter 2: The $233 Solution
So after my knowledgeable friend admits they are stumped, I return to Bestbuy. They explain that I can return the fan for a full refund and have GeekSquad check out my PC. I ask how much it will cost for this one visit--but alas, it is a subscription. We end up purchasing a $233 2-year Subscription to Geeksquad Services. Now they can fix all our computer problems--right?
So they take a look inside and a day later give me a call. They state that the computer's power distributor is broken, and as such stopped providing power to the fan, which works fine. They can replace it with a new one, and my PC will be good as new. They predict it will take 3 days, but in the end I had it back in just one and a half. Fantastic.
Chapter 3: Launching the PC
So I eagerly boot up my computer--and it works! Huzzah! My woes are of the past. Wait...
All of my Desktop Icons are gone. They put them in an "Icons" folder, and decided to replace them with a single large "Geeksquad" Icon. It's not that big of a deal, but I did have them sorted into different areas. Oh well.
Then I notice--they uninstalled BitTorrent. Seriously? Nothing about the program is inherently illegal and I would prefer if the tech team I pay almost $300 doesn't decide to play moral police. Sigh.
Also, CheatEngine and Gimp are gone. CheatEngine only allows you to cheat in single-player games, but perhaps they thought it looked suspicious. But Gimp? Really? Maybe they are in Adobe's pocket.
Then I noticed they cleared ALL of my browsing history, login info, and bookmarks? Seriously? It's a small hassle to log back in to every site but why would they factory reset my browser when I just wanted a fan fixed.
Oh well. The computer works, and in time I recover the losses. It can't get worse, right?
Chapter 4: The Crash II
So at exactly 3:00 AM this morning Windows announced that it was ready to install Windows 10. I was very excited for this, and eagerly rebooted my computer so as to get the prompt. There was just one problem.
It didn't turn back on. The computer lit up, the fans hummed, but there was absolutely no image on my monitor. It said "No Signal". I made sure the cords were attached, and tried again. Nope. Oh well, I still have that Bestbuy subscription. Let's see how they handle this.
Chapter 5: The Revelation
Bestbuy calls me later in the day and says that my PC is screwed. There is "sticky residue" coating the motherboard, thick dust coating the machinery, and the fan is clogged with dirt.
The fan they closely examined days prior.
The monitor isn't getting power because the Power Distributor was installed faultily, and appears to be broken.
The power distributor they installed.
Obviously I'm upset, asking how none of this came to light when they held my computer for almost 4 days. The woman on the phone was useless. I asked what they could do about the motherboard and they told me it was totally fried. I would have to purchase a new one, and also lose all data on the PC.
So they failed to notice the many flaws ingrained with my PC the first time they examined it, thus leading to it's destruction mere days later. Sigh. A new motherboard was probably inevitable after all these years, and perhaps they or the computer provider will be able to give me some sort of discount.
So what are they gonna do about their faulty installation of the power distributor?
Chapter 6: The Rage
They explain that the power distributor is ruined from the faultily installation, and will have to be thrown out. They say that I will have to buy a second one for them to install.
Seriously? They broke a piece of machinery and demand I pay for it?
I explain that THEY installed the power distributor mere days prior. I haven't touched the PC since and it is clear that whoever worked the PC screwed something up. She adamantly denies any fault of glorious Besbuy.
Any honestly? I think they are idiots. I've stopped taking their advice on issues and I'll be speaking with some more intelligent individuals about the issue. Let's see what happens next.
Chapter 7: The Light in The Darkness
So later in the day Geeksquad told me that the PC is unfixable and they don't want to waste more time on it. I don't know if it's actually broken for good but here is what they found:
Faultily Installed Power Core (which they installed)
Sticky Residue on the BOTTOM of the Motherboard (seems like a weird place for a spill)
Clogged Fan (which they said was fine a week ago)
Fried Motherboard (Worked flawlessly last visit ₩
Corrupted RAM Stick (Unrelated, I hope)
The most infuriating thing is that they act like the PC has been in bad shape for a long time. Like it never worked.
But there is a hope for me. Best Buy is useless but my computer (A $1500 Digital Storm Vanquish, very good) was purchased exactly 2 years and 1 month ago. I checked and it has a 3-Year Limited Warranty. I contacted them about replacement and they said I would get a call today to discuss it.
tl;dr, Bestbuy breaks my PC, but it is under warranty
Chapter 8: Geeksquad is handicapped
So after speaking with Digital Storm support about a warranty they said they would replace the computer. They also asked some questions about it on the phone. After some work with the computer (now safely in our home) I turned it on--and got to the startup screen!
The support guy said that even if the motherboard wasn't functional the fan should still be running, and it was strange that it wasn't when the PC was booted on. Apparently the fan was broken--clogged with dirt and just generally dysfunctional. The motherboard was functional, but the computer didn't turn on because it rapidly overheated and shut itself off due to a broken CPU fan.
And the best part? Geeksquad believed the motherboard was fried because they got no monitor image. They got no monitor image because they plugged the monitor into the wrong port. I'm not even kidding.
And the "broken power distributor"? That wasn't true. Either they quickly lied to make an excuse not realizing they themselves installed it or they misdiagnosed the issue. The motherboard, while dirty, is fine. Also there is very little dust in the PC, so it appears Geeksquad was exaggerating to avoid blame.
Turns out we were right from the very beggining. Nothing was ever wrong with the power distributor--it was literally the CPU fan the entire time. Geeksquad installed a new power distributor and cleaned the fan. When the computer worked they immediately assumed "yup, it was the power distributor". Unfortunately the fan was unstable and broke again a few days later.
When the CPU overheated and shut down the computer during launch they assumed the motherboard was fried, because of some unrelated goop on it. They then spun a story about how the PC was filled with dirt and the power distributor had been installed incorrectly, not realizing they had it a few days before.
The corrupted RAM stick is unrelated, but is covered under warranty and Digital Storm are sending us a replacement. The fan can be replaced cheaply and I will do so later today.
Geeksquad offered us a $163 dollar refund because they could not fix the computer. They said they will keep $70 for "diagnosing the issue"... unsuccessfully.
Basically? Geeksquad are incompetent nosy liars. Digital Storm is a great company.
And my computer is OK.
Share horrible customer support stories.
