My letter to Best Buy customer service:
I want to share with you the experience I had at Best Buy store #133 in Sacramento, California. I’ve been repeatedly disappointed in my interactions with Best Buy employees, and once again my expectations of reasonable treatment were not met.
When I purchased my laptop at this store in 2007, I purchased an extended warranty for approximately $300 because I was hoping to avoid paying extra fees if I had a problem with it. I was assured that any problems I encountered would be fixed by Geek Squad for free, and I’d even receive a loaner computer in the meantime (Best Buy employees now tell me this was a lie).
When my built-in microphone suddenly stopped working last month, I was not immediately concerned because I had a warranty – I was protected. I expected to receive a service for that $300 I paid.
However, when I brought my laptop to Best Buy store #133 and left it there for several days, Geek Squad called me to say that my computer had a virus, which caused the microphone to stop working. I would have to pay $130 to have the virus removed, and my microphone would then work.
I refuse to give this company any more of my money, so I took my laptop to an independent repair technician, who told me that my computer was not infected with any viruses. Not one. I can only assume that Geek Squad invented this diagnosis as a way to generate maximum profit.
My honest repair technician found that my microphone was assembled incorrectly, causing a wire to become loose. He fixed the problem easily. This is a problem that would have been covered by my warranty, had the Geek Squad employees correctly assessed my problem.
I hope that you will understand my frustration with your company. I purchased a warranty as insurance that I would be protected from these types of problems. Instead, I was asked to pay an additional fee for a problem that did not exist!
My warranty was not honored. The only solution I see to this situation is to receive a full refund for the money I paid for a warranty that now seems worthless. I had a problem that should have received an immediate, free repair. This did not happen, so I am unable to see what I received in exchange for my $300.
Be assured that I will never again patronize a Best Buy store. I have posted about my experience on my personal blog, and will share my experiences with many.
Please contact me at XXX-XXX-XXXX for my mailing address, where you can send my refund.