Complaint Review: Best Buy / Geek Squad - Columbus Georgia

6 months ago I dropped my MacBook that was not quite 6 months old damaging the screen and also what looked to only be cosmetic damage I had purchased an accidental damage policy and took it into the closest Best buy which was in Columbus Ga at that time I had the unfortunate experience of an employee by the name of Carol Brown. This woman had to be the rudest person I have ever had dealings with.

While she was on the phone with the store that the MacBook was purchased she commenced of laughing to the person on the line about me..at this time I became extremely upset because I did not spend 1700 dollars to be treated like that. At that time it was apparant that there was extensive damage to the MacBook and in order to get rid of me pushed me onto another store in Auburn/Opelika because they carried Macs there and they could assist me better.

At that time I drove an hour to that store spoke with Agent Frantz which was more than helpful and sent the laptop off for replacement NOT repair. He also apologized for Ms brown saying that others have had the same issues with her. I was w/o the laptop for nearly 2 months I was called telling me it was in for pickup I drove an hour to pick it up when I was able to see the laptop it would not turn on....appalled that they sent it out of the service center tht way Agent Frantz sent it out AGAIN

after waiting another month got another call drove another hour to get it it still would not turn on and the screen was hanging a good 1/4 in off the keyboard..again it was sent out for repair after another month it was ready for pick up I went to pick it up there were still cosmetic issues but atleast this time it turned on I carried it home after noting the issues still wrong with it only because it has been a horrible experience to begin with I had been told by numerous employees that the unit would be junked and it is all over the paperwork yet it has never been junked.

When I got unit home it did not have any of my software on it and the unit was missing iphoto I went thru steps to download the broadband software it would not work I replaced the disc thru verizon to be sure it was not a corrupt disc still nothing during this time it corrupted 2 browsers safari and firefox and the mouse was also working whenever it saw fit to. I packed it up along with all the software that I was having problems with and carried it back into the store closest to me which was Columbus Ga.

I spoke with a gentleman name Max he did not seem concerned enough about the issues I was having to take a look at it after all I brought it in he seemed very convinced that the unit should have been replaced so after making a few jabs about the incompetence of the Auburn store he sent the laptop back for replacement it is also noted in the paperwork. I rec a call to tell me it is in when I pick it up not only does he buy time because he realized the lap top had NOT been replaced BUT there was nothing done to it either.

They sent it back stating there is nothing wrong with it. To add insult to injury they are charging me fees for shipping and handling for wasting there time and they will not allow me to have my DAMAGED laptop. It still remains at the best buy in Columbus Ga a 1700 dollar purchase for 79.00 shipping fee and it still is not fixed. To date no one is willing to do anything to fix the error on their part.

I have had more employees lie to me more employees tell me different things as far as the warranty is concerned and no one is willing to own up to there error or the fact that the laptop is NOT fixed. I never paid shipping for any other time it was sent to be repaired nor did the employee tell me I would be responsible for warranteed work. It has been a total of 6 months and nothing has been done to fix it.

Lisa

Phenix City, Alabama

U.S.A.

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