Complaint Review: Best Buy Geek Squad - Joliet Illinois

Many companies have restocking fees, and all are legally obligated to post them in areas where they are easily visible to customers. The fact that you think you're above actually reading these terms is, quite honestly, asinine. They are written so you will know your rights and are there to be read, using the fight "oh, well no one reads them anyway" does not absolve you. Heck, you could have just ASKED the clerk if it had a restocking fee, most electronics do. Furthermore, think of it from a business standpoint. You say your wife only broke the tape and didn't drop or misuse it, but how does anyone else know that? No one followed you home and watched what you were doing. The issue with electronics is that the outside doesn't have to be damaged for something to be wrong. After the seal is broken you can't sell it as "New from the factory, never used" because you can't guarantee it hasn't, and as a business Best Buy is obligated to tell other consumers that. How would you like to be sold an item as "new" if it had gone home with a stranger or two first with no idea how they treated it? Open box items are hard to sell as it is (they have to be marked down to 10%) without us losing even more money, you're just eating what we have to mark it down (plus 5%). Never walk in and buy an electronic without at least an idea of the models you're looking for, ESPECIALLY in cameras. A computer from there is really just the same 5-10 parts put together in a different looking box, but cameras tend to have large differences in between them and there is a decently large selection. Chances are the clerk only owns 1-2 of these, and knows a handful very well. While clerks are great at explaining a number that you don't understand or describing services, most of the information you need is listed on the tag in front of the item, ESPECIALLY DPI AND RESOLUTION ON CAMERAS. Once again, you should have just read and avoided yourself a big headache. If it's not on there, try asking a clerk to see the box or to look it up on BestBuy.com, which has pretty much every product we sell and a more detailed description of such.

I also have worked on computers since the late 80's and early 90's and it's no big thing to replace a capacitor - really and it's way cheaper than getting a new MB. Capacitors are made by the gazillions and there are going to be bad ones - not too many, but a few. If the machine is out of warrenty, it doesn't matter what brand of power supply or MB that you replace in the case. BTW, I will always hate these integrated MB's, wish they'd stop making them. I've seen more capacitor failures on MB's since about 2000 than the previous twelve years. My hunch is that it's the integrated stuff that's sucking the life out of the MB's and they're asking the capacitors to do way too much. The other thing is heat and dust. Dust and surprisingly, dog and cat hairs. I've had to repair a lot of MB's where it looked like dog or cat hairs had gotten into the machine and shorted out one thing or another. I tell all my customers that if they can do it, don't let the ambient air temp in the computer room get over 75 and preferrably not over 70. Obviously that is not always possible, but in my experience it seems to extend the life of the MB and add on's but a couple of years at least. Just my 6 cents worth (2 cents adjusted for inflation)

Ben, You state you build your own computers. Well, so do I. Also you say you haven't seen blown capacitors (sp) in years. If you build your own computers and keep up to date in this field, you would know for a fact that there was a major problem with many nForce2 and nForce3 motherboards having this very problem. Do a google search and you will be proven wrong. Also, yes you can get many great motherboards for under $100, and power supplys for under $50. That's not the point. When you buy a PC from HP, Compaq, eMachines, etc., as a reseller, you MUST use the OEM equipment for replacement. The manufacturer charges outrageous amounts for motherboards. I had a friend who had an older Compaq PC and I determined the motherboard was bad after she had a power surge. I called Compaq directly and they wanted $400 just for the motherboard. You are comparing apples to oranges here. If you could use an aftermarket motherboard in these computers (which you cannot, due to the case designs), repairs would be much less. Anyway, that's my two cents worth. I used to be a supervisor for BB in their computer dept., and left for a better job, so I have no loyalty to them. I'm just stating facts in the PC world.

Blair, I appreciate you taking the time to address my iPod problem with the Geek Squad. However, had you actually read my comment you would have noticed that I mentioned the fact that I had the "extended warranty" for the iPod. In other words the "Best Buy repair plan" as you put it. I purchased the plan at a quater of the total cost of the iPod. Thanks again for your address on my problem, but again you've proven that The Geek Squad neither listens to nor actually addresses the real problem at hand with its customers. They just ignore and hope we will go away without having to lose any money. Oh, and even now the Rancho Santa Margarita Best Buy still refuses to replace my still defective iPod.

I run a local computer shop in Texas and agree with Bens Assesment. If this came into my shop motherboard and powersupply would be replaced at the following values. 70 motherboard 25 Powersupply 35 Labor. (Should take no longer than 1 Hour) Total w/out Tax should be around 130.00 I really dont understand the prices "GeekSquad" charges. Absolutely outrageous. I have worked for many manufacturers of top brand computers and they all seem to have the same thing in common " Make the cheapest computer you can and mass produce it." These parts in most computer do not cost anything close to the actual cost thats charged Only reason would be to replace anymore would be if the case were proprietary to the MB, IE front bezel switches. Which a Case - 30-60 dollars for generic ones. Also I belive A+ cert is all Best buy requires for "Agents" and that is something attainable though "On the Job" ways from what a former "Geek Squad" employee told me once. A "DoubleAgent" would make me think they are available because the "Agent" Could not fix it for a few reasons. 1. Looks good in a tie? 2. Undertrained 3. Can't speak English (Understandable) Anyways - Yes I was worried when "Geek Squad came into our sector as a business owner but after seeing the level of incompetence that was brought to the area, well lets just say we are still in business and doing well. Some businesses have a HUGE Advertising budget - we don't; its all word of mouth. I am glad sites like this exist so the word can get out and save people money, and mistakes. I believe the humanity is a part that must be lost when you work for larger firms and call yourself an expert in this field. Never trust anyone in computers - Big or Small that tells you they are experts. There is always something that will complicate things. But you should never tell someone not to put money into an older computer when the cost justification is not there. I believe Best Buy and The Geek Squad should relook at these cases , see who the technicians were - notice any similiarities in the diagnostics and see if a mistake was made and remedy it with the customers and not ignore it. Its the day of the internet - The problem will never go away unless its resolved. I mean its not like you don't make a gazillion dollars on labor right - and diagnostic fees that consist of a GREAT looking manilla folder with an invoice in it. Whatever happened to - "Use the Force" in computers, Stop tinkering with your neat diagnostic machines and use your brain to troubleshoot, its the fastest computer in the world... but it does make errors sometimes, fix the error.

I run a local computer shop in Texas and agree with Bens Assesment. If this came into my shop motherboard and powersupply would be replaced at the following values. 70 motherboard 25 Powersupply 35 Labor. (Should take no longer than 1 Hour) Total w/out Tax should be around 130.00 I really dont understand the prices "GeekSquad" charges. Absolutely outrageous. I have worked for many manufacturers of top brand computers and they all seem to have the same thing in common " Make the cheapest computer you can and mass produce it." These parts in most computer do not cost anything close to the actual cost thats charged Only reason would be to replace anymore would be if the case were proprietary to the MB, IE front bezel switches. Which a Case - 30-60 dollars for generic ones. Also I belive A+ cert is all Best buy requires for "Agents" and that is something attainable though "On the Job" ways from what a former "Geek Squad" employee told me once. A "DoubleAgent" would make me think they are available because the "Agent" Could not fix it for a few reasons. 1. Looks good in a tie? 2. Undertrained 3. Can't speak English (Understandable) Anyways - Yes I was worried when "Geek Squad came into our sector as a business owner but after seeing the level of incompetence that was brought to the area, well lets just say we are still in business and doing well. Some businesses have a HUGE Advertising budget - we don't; its all word of mouth. I am glad sites like this exist so the word can get out and save people money, and mistakes. I believe the humanity is a part that must be lost when you work for larger firms and call yourself an expert in this field. Never trust anyone in computers - Big or Small that tells you they are experts. There is always something that will complicate things. But you should never tell someone not to put money into an older computer when the cost justification is not there. I believe Best Buy and The Geek Squad should relook at these cases , see who the technicians were - notice any similiarities in the diagnostics and see if a mistake was made and remedy it with the customers and not ignore it. Its the day of the internet - The problem will never go away unless its resolved. I mean its not like you don't make a gazillion dollars on labor right - and diagnostic fees that consist of a GREAT looking manilla folder with an invoice in it. Whatever happened to - "Use the Force" in computers, Stop tinkering with your neat diagnostic machines and use your brain to troubleshoot, its the fastest computer in the world... but it does make errors sometimes, fix the error.

I run a local computer shop in Texas and agree with Bens Assesment. If this came into my shop motherboard and powersupply would be replaced at the following values. 70 motherboard 25 Powersupply 35 Labor. (Should take no longer than 1 Hour) Total w/out Tax should be around 130.00 I really dont understand the prices "GeekSquad" charges. Absolutely outrageous. I have worked for many manufacturers of top brand computers and they all seem to have the same thing in common " Make the cheapest computer you can and mass produce it." These parts in most computer do not cost anything close to the actual cost thats charged Only reason would be to replace anymore would be if the case were proprietary to the MB, IE front bezel switches. Which a Case - 30-60 dollars for generic ones. Also I belive A+ cert is all Best buy requires for "Agents" and that is something attainable though "On the Job" ways from what a former "Geek Squad" employee told me once. A "DoubleAgent" would make me think they are available because the "Agent" Could not fix it for a few reasons. 1. Looks good in a tie? 2. Undertrained 3. Can't speak English (Understandable) Anyways - Yes I was worried when "Geek Squad came into our sector as a business owner but after seeing the level of incompetence that was brought to the area, well lets just say we are still in business and doing well. Some businesses have a HUGE Advertising budget - we don't; its all word of mouth. I am glad sites like this exist so the word can get out and save people money, and mistakes. I believe the humanity is a part that must be lost when you work for larger firms and call yourself an expert in this field. Never trust anyone in computers - Big or Small that tells you they are experts. There is always something that will complicate things. But you should never tell someone not to put money into an older computer when the cost justification is not there. I believe Best Buy and The Geek Squad should relook at these cases , see who the technicians were - notice any similiarities in the diagnostics and see if a mistake was made and remedy it with the customers and not ignore it. Its the day of the internet - The problem will never go away unless its resolved. I mean its not like you don't make a gazillion dollars on labor right - and diagnostic fees that consist of a GREAT looking manilla folder with an invoice in it. Whatever happened to - "Use the Force" in computers, Stop tinkering with your neat diagnostic machines and use your brain to troubleshoot, its the fastest computer in the world... but it does make errors sometimes, fix the error.

I run a local computer shop in Texas and agree with Bens Assesment. If this came into my shop motherboard and powersupply would be replaced at the following values. 70 motherboard 25 Powersupply 35 Labor. (Should take no longer than 1 Hour) Total w/out Tax should be around 130.00 I really dont understand the prices "GeekSquad" charges. Absolutely outrageous. I have worked for many manufacturers of top brand computers and they all seem to have the same thing in common " Make the cheapest computer you can and mass produce it." These parts in most computer do not cost anything close to the actual cost thats charged Only reason would be to replace anymore would be if the case were proprietary to the MB, IE front bezel switches. Which a Case - 30-60 dollars for generic ones. Also I belive A+ cert is all Best buy requires for "Agents" and that is something attainable though "On the Job" ways from what a former "Geek Squad" employee told me once. A "DoubleAgent" would make me think they are available because the "Agent" Could not fix it for a few reasons. 1. Looks good in a tie? 2. Undertrained 3. Can't speak English (Understandable) Anyways - Yes I was worried when "Geek Squad came into our sector as a business owner but after seeing the level of incompetence that was brought to the area, well lets just say we are still in business and doing well. Some businesses have a HUGE Advertising budget - we don't; its all word of mouth. I am glad sites like this exist so the word can get out and save people money, and mistakes. I believe the humanity is a part that must be lost when you work for larger firms and call yourself an expert in this field. Never trust anyone in computers - Big or Small that tells you they are experts. There is always something that will complicate things. But you should never tell someone not to put money into an older computer when the cost justification is not there. I believe Best Buy and The Geek Squad should relook at these cases , see who the technicians were - notice any similiarities in the diagnostics and see if a mistake was made and remedy it with the customers and not ignore it. Its the day of the internet - The problem will never go away unless its resolved. I mean its not like you don't make a gazillion dollars on labor right - and diagnostic fees that consist of a GREAT looking manilla folder with an invoice in it. Whatever happened to - "Use the Force" in computers, Stop tinkering with your neat diagnostic machines and use your brain to troubleshoot, its the fastest computer in the world... but it does make errors sometimes, fix the error.

To Blair: The unit was less than 2 years old and purchased at Best Buy. This was the third computer of the same brand, all purchased at Best Buy. Needless to say, this will be the last purchase, of any kind, at Best Buy. I continually repeat this story to anyone who will listen. On the unit prior to that one, I also purchased a seperate Yahama Rewritable CD unit and installed that myself. I am a writer, so any delay's can cost me, and this was a big delay, not to mention the fact that my latest book was in that unit. This could explain my fury. I now have the hard drive to that computer installed in a case and attached to my current computer. My book had been saved and the hard drive is my storage unit. To Myles: Nothing has been done (by Best Buy) and I'm sure nothing ever will be done. No one has ever responded to my snail-mail, my e-mails or my calls. They just don't care. For them to do that to another lady from my company speaks volumes for the type of company they are. If there are two of us, that close together in time, and both working for the same company, how many more ripped off people are there? For them to ignore all attempts at communication, all the way up to corporate, also speaks volumes for the type company they are.

I build all of my computers myself. I've done this since it was possible all the way back to the first PC clones of the mid 80's (thats PC! not XT!). Bad power supply? It happens. Bad motherboard? It happens. Now if I were to go out and buy the LATEST and GREATEST motherboard....it would be around $250. A massive 550w or even 600w powersupply would run me around $125. But that is NOT what you needed done! You needed an average motherboard, if not a couple of years old. Price.......$50-75. You need a basic power supply (around 300-350w). Price.......$20-30 Now anyone that says a computer is a throw away because of a motherboard, or power supply, or both, is just lazy, misguided, or out to rip someone off. Only if the computer is years out-of-date would I consider such a thing. I can run down to CompUSA, Fry's, or the local mom'n'pop computer shop and get these parts, for these prices, and install them in less than an hour (give or take 30 min depending on IF the operating system has a complete fit over the new BIOS...even then it would be a "software" issue at that point...the "hardware" would be fine). So if Geek Squad said you need a new computer for these reasons...they are full of it. (Also its been a loooooong time since I have seen a capacitor "ooze". It would have to be VERY large, and VERY old. As far as I know, there are no such capacitors on a computer motherboard in this day and age. Either way...even if I am wrong, just replace the darn board! Its only about $70!)

Bonnie, I am a Double Agent (On-Site repair) with Best Buy's Geek Squad. I understand the frustration that this experience has caused. But, let me assure you that this is not a normal event. I would also like to explain how our call-ins work. 1) Double Agents and Special Agents work for local stores. They have a daily appointment list that is dynamic. This means that appointments can be added and canceled. 2) When you call in to make an appointment they search for local Double Agents in your area (within 50 miles). Since the DAs in your area may already have appointments assigned the Mission Control agent or Guidance Engineer searches for the earliest time they can make an appointment. This can sometimes be as long as a week for some areas. 2) Just like a doctor's office, they can schedule an appointment. But if you need to be seen now there is the Emergency Room. The ER cost more, but you can get in quicker. We have what we call a "911" service call. It costs double for all services. 3) Things happen. I know this because right before I had to go to work I had to rush my wife to the hospital. In situations like that it is hard to tell the one you love that you need to make a quick call to a client. I made it up to my client by rushing out that night to fix there PC and I also did some extra stuff to make up for the inconvenience. I hope that illustrates our structure some. I apologize for your bad experience. But, I did notice that you made your post on Jan. 2nd @ 4:37:58 PM. That may be a little too soon to past judgment on a company. Especially one as large as Best Buy. Everything varies by location. But let me assure you that it is not Best Buy policy to make the customer last. My clients are people who trust my work and call me back often to help them out more. I have emails, letters, cards, and even a drawing from one of my client's 7 year-old daughter of me and her. I put my clients first, because that is what Best Buy judges my performance by; Customer Satisfaction. Please let me know what happened with your situation. If there is anything I can do to help, let me know and I will get on it.

Cheryl: I am sorry you had a bad experience with the Geek Squad in your area. I can't vouch for the customer service after you wanted to complain, but I can shed some light on the Agents there suggesting you buy a new machine. First: How old was the unit? Second: Geek Squad itself tacks its sales seperately from the computer sales department. We get 100% revenue on services we perform, because the repair IS the product being purchased. If you spend 60 bucks on a diagnostic, Best Buy gets all of it. If you spend 500 bucks on a new computer, Best Buy earns on average approximately 3% of the purchase. This is why they try to add on extra cables, printer ink, etc. If the Geek Squad was trying to rip you off they wouldn't tell you to buy a new machine because they would be making so much less by having you do that. Third: If the diagnostic renders the unit uneconomical to repair (example: a new power supply can cost about 80 bucks, 30 to install, and if there was a motherboard problem, youre looking at about 2 to 3 hundred more) it wouldnt be worth saving an old machine. We often find little things that a lot of other enteties wouldn't spot. We are trained to look for it. Ok, now to address the iPod problem: I recommend buying some kind of replacement plan on ANY iPod, they are so very problematic! Be it Best Buy's repair plan, or Apple's care plan, either way, PLEASE get coverage on iPods, they die a LOT. Best Buy is required BY APPLE to send all repairs back to the manufacturer for repair (ie APPLE ITSELF.) We agents get extremely frustrated with apple because their repair fascility is so shoddy, we often get about 1 in 5 back unrepaired. So the alleged crappy repairs and all of that? Tkae it up with the company who repairs them: apple, NOT best buy.

Cheryl: I am sorry you had a bad experience with the Geek Squad in your area. I can't vouch for the customer service after you wanted to complain, but I can shed some light on the Agents there suggesting you buy a new machine. First: How old was the unit? Second: Geek Squad itself tacks its sales seperately from the computer sales department. We get 100% revenue on services we perform, because the repair IS the product being purchased. If you spend 60 bucks on a diagnostic, Best Buy gets all of it. If you spend 500 bucks on a new computer, Best Buy earns on average approximately 3% of the purchase. This is why they try to add on extra cables, printer ink, etc. If the Geek Squad was trying to rip you off they wouldn't tell you to buy a new machine because they would be making so much less by having you do that. Third: If the diagnostic renders the unit uneconomical to repair (example: a new power supply can cost about 80 bucks, 30 to install, and if there was a motherboard problem, youre looking at about 2 to 3 hundred more) it wouldnt be worth saving an old machine. We often find little things that a lot of other enteties wouldn't spot. We are trained to look for it. Ok, now to address the iPod problem: I recommend buying some kind of replacement plan on ANY iPod, they are so very problematic! Be it Best Buy's repair plan, or Apple's care plan, either way, PLEASE get coverage on iPods, they die a LOT. Best Buy is required BY APPLE to send all repairs back to the manufacturer for repair (ie APPLE ITSELF.) We agents get extremely frustrated with apple because their repair fascility is so shoddy, we often get about 1 in 5 back unrepaired. So the alleged crappy repairs and all of that? Tkae it up with the company who repairs them: apple, NOT best buy.

Cheryl: I am sorry you had a bad experience with the Geek Squad in your area. I can't vouch for the customer service after you wanted to complain, but I can shed some light on the Agents there suggesting you buy a new machine. First: How old was the unit? Second: Geek Squad itself tacks its sales seperately from the computer sales department. We get 100% revenue on services we perform, because the repair IS the product being purchased. If you spend 60 bucks on a diagnostic, Best Buy gets all of it. If you spend 500 bucks on a new computer, Best Buy earns on average approximately 3% of the purchase. This is why they try to add on extra cables, printer ink, etc. If the Geek Squad was trying to rip you off they wouldn't tell you to buy a new machine because they would be making so much less by having you do that. Third: If the diagnostic renders the unit uneconomical to repair (example: a new power supply can cost about 80 bucks, 30 to install, and if there was a motherboard problem, youre looking at about 2 to 3 hundred more) it wouldnt be worth saving an old machine. We often find little things that a lot of other enteties wouldn't spot. We are trained to look for it. Ok, now to address the iPod problem: I recommend buying some kind of replacement plan on ANY iPod, they are so very problematic! Be it Best Buy's repair plan, or Apple's care plan, either way, PLEASE get coverage on iPods, they die a LOT. Best Buy is required BY APPLE to send all repairs back to the manufacturer for repair (ie APPLE ITSELF.) We agents get extremely frustrated with apple because their repair fascility is so shoddy, we often get about 1 in 5 back unrepaired. So the alleged crappy repairs and all of that? Tkae it up with the company who repairs them: apple, NOT best buy.

Cheryl: I am sorry you had a bad experience with the Geek Squad in your area. I can't vouch for the customer service after you wanted to complain, but I can shed some light on the Agents there suggesting you buy a new machine. First: How old was the unit? Second: Geek Squad itself tacks its sales seperately from the computer sales department. We get 100% revenue on services we perform, because the repair IS the product being purchased. If you spend 60 bucks on a diagnostic, Best Buy gets all of it. If you spend 500 bucks on a new computer, Best Buy earns on average approximately 3% of the purchase. This is why they try to add on extra cables, printer ink, etc. If the Geek Squad was trying to rip you off they wouldn't tell you to buy a new machine because they would be making so much less by having you do that. Third: If the diagnostic renders the unit uneconomical to repair (example: a new power supply can cost about 80 bucks, 30 to install, and if there was a motherboard problem, youre looking at about 2 to 3 hundred more) it wouldnt be worth saving an old machine. We often find little things that a lot of other enteties wouldn't spot. We are trained to look for it. Ok, now to address the iPod problem: I recommend buying some kind of replacement plan on ANY iPod, they are so very problematic! Be it Best Buy's repair plan, or Apple's care plan, either way, PLEASE get coverage on iPods, they die a LOT. Best Buy is required BY APPLE to send all repairs back to the manufacturer for repair (ie APPLE ITSELF.) We agents get extremely frustrated with apple because their repair fascility is so shoddy, we often get about 1 in 5 back unrepaired. So the alleged crappy repairs and all of that? Tkae it up with the company who repairs them: apple, NOT best buy.

I to have had problems with the Geek Squad in the past. In 2002 I purchased a Emachine from the Best Buy store in Salem, Oregon. I foolish allowed myself to be talked into purchasing a extendent warranty (or a rip off warranty). Three years after I purchased it I had to take into the Salem Oregon Best Buy store for service. The "GEEK SQUAD" staff member told me that it was not repairable and that I needed to purchase a new computer. I told him that I had a extended warranty and he said, oh, well in that case we will repair it. Hmmm wonder why he told me I had to buy a new one untill he found out I had a extended warranty?? Several months later my neighbor and I were talking and he told me that his son was a "GEEK SQUAD" employee in Portland, Oregon. I asked him what type of training he had that qualified him to be an expert. His answer, he has never had any formal training and that he was only asked a few questions before being hired. This really peaked my suspions so a few days later I happened to be in the area of the Salem, Oregon Best Buy once again and stopped into to pay a visit to the "GEEK SQUAD". When the "GEEK SQUAD" member asked me if he could help me I stated that I was interested in having some repair work done on a computer and was curious as to the type of formal training that "GEEK SQUAD" members were required to take before being hired and allowed to work on computers. His answer, "GEEK SQUAD" members are given a test to find out there knowledge prior to being hired and that most of the training was on the job. So don't let a "GEEK SQUAD" member tell you different. I would like to see Best Buy and "GEEK SQUAD" post copies of any formal dipomas or training certificates that "GEEK SQUAD" members have had prior to being employed at Best Buy. My guess they won't do it because they don't have that many trained persons.

I'll second all that Joliet has said and add a little of my personal experience with the Geek Squad. I have currently been using an iPod with a bad battery for the last few months because "The Geek Squad" refuses to replace the unit. Despite the joke of an extended warranty, they continue to send it off to their "repair facility" but never actually fix anything. Three times it's been sent off leaving me to wait a month to get it back every time. Once they even sent it to the wrong place making wait yet another month, with no apology or acceptance of responsibity for the mistake on their part. I at present have had 3 Best Buy customer service people and 2 Geek Squaders each tell me different things about the store policy (in other words, lie to me). I even had one Geek Squad employee tell me that if I really wanted to get a replacement unit all I need to do is "run a giant magnet over the unit". That's right, instead of just replacing the unit under my "extended warranty" the employee told me how to break it to get it replaced. This is the quality you can expect from any Best Buy and or Geek Squad employee. Oh and I also tried to email corporate, I got a response telling me to go to the store of purchase, to which I replied and they ignored.

Brad, First:I NEVER went to Circuit City (But probably should have), Second: 'MY BOSS' had nothing to do with this but the Manager of our I.T. Department was the person who checked my computer and had it running. I believe a man is his position would not BE in that position if he was not qualified. Third: (and Best), shortly after my experience, another lady at work (also blond I might add) took her computer to Best Buy for a Virus (You do know what that is?) and the 'Geek' told her no problem, we will clean it all up and restore everything. Guess What? She had a bad motherboard and blown power supply and not cost effective to repair. Hmmmmmmmmm. I don't know what this tells you, but, it tells me the Geek Squad are a bunch of scammers who must get a kickback for every computer they manage to sell as a result of a wrong diagnosis. So, don't tell me I don't know what I'm talking about because the Geek Squad proved my point for me. As for Tim, he didn't respond because he's is probably paid to ignore all negative mail. If anyone at Best Buy cared at all, except about their profit margin, someone would have answered my letter. Since they didn't answer, its obvious they don't care. Get a new job with a company who cares about its customers. Cheryl

Sorry you feel that you were ripped off. As an employee of that store I know of your situation and remember your PC quite well. I seem to remember when I talked to you that you said that you took it to Circuit City and they told you it was MisDiagnosed. I only have one issue with Circuit City: Thier "techs" are sales people with no formal PC Repair Training. Yes a Power Supply would have been a quick temp fix. But, if you were to take this unit to any Reputable Computer Repair Company, and showed them the Capicitor, they would tell you the same thing. Not worth fixing. The difference between Geek Squad and those other companies is that they will install it and when the Motherboard goes out, (Tomorrow, next week, month, year), they will not stand behind thier work. We are in the "Computer Repair Field". Not the Piss Off/Screw/Rip Off All Customers Field". If we were it wouldn't take long for us to be out of business. Again I feel sorry that your "Boss"/Circuit City told you that all you needed was a Power Supply. That is not how we do business. We do a very thorogh Diagnosis, and if we deem that the PC is not Economical to repair we tell you. Believe me when I tell you that we make more money fixing it than we can even think of selling you a new one. I am also sorry that Tim/Corp Affairs did not address your situation better. I assure you that is not how we do business at the Joliet Geek Squad or any other Store for that matter. Any issues in the future can be directed to me in the future and I assure you that I will make sure that they are taken care of personaly.