Best Buy

I dropped off my computer a week and a 1/2 ago and explain to Agent Dwayne that I developed a software problem in updating drivers that Dell notified me said needed updating (I had Geek Squad do the initial updating less than a year ago). As a result of the updating of the Drivers the bios settings for my screen went out: I had no picture at all.

I knew I have a good LCD screen because I had a new one put in earlier this year. In his notes to the Service Center, Dwayne made it very clear that this is a software issue and not a hardware issue. The reason why he said they cannot handle the situation at the Cambridge store is that they cannot see the screen so they don't know what to do to fix it.

I then received the call about four business days later from the Service Center in Kentucky. A woman representative told me that I need a new screen and that it's an old computer maybe 5 or 6 years old and the parts are not available so that they cannot help me. So I reiterated to her what Dwayne had put in the notes: It's not a hardware issue and that the screen is perfectly fine. I explained to her about the update of the drivers when the problem first occurred and she said that one of their agents in Kentucky tried to run an HDMI cord to another screen and it didn't work and therefore it must be my hardware.

That statement that she made makes absolutely no sense from a technically logical point of view because if it were not a software issue then the screen to which the HDMI cord is channeled would work but my screen wouldn't because it would then be a hardware issue. But it absolutely was not a hardware problem. So she said that she would look further into it. She also said that she would call me back and I thanked her.

However, when the weekend approached I got a call from Agent Wayne at the Cambridge store saying that my computer was returned (to Cambridge, Massachusetts) and that the screen is broken at that Geek Squad cannot supply the part.

I told him that it was never a hardware issue and that the person from Kentucky told me she would call me back but she did not. So Wayne then said that he would look into it further.

Finally he called me back a day later and said that the screen works that it was indeed a software issue.

He also said that he couldn't finish the updates and that therefore while my mouse works the touch screen does not. Thus I would continue to have outdated drivers. The reason he said he could not do the update was because it did not detect a battery present, which is necessary for updating.

He checked and the percentage in it was 0% so he thought I might need a new battery. I explained to him that it was a very good battery and that I always kept it very charged and there must be some other issue involved. He said that he would check to see if it seated correctly, and, if it was then detected then do the updates could be performed and I could pick up my computer on Monday.

Late on Sunday he left a voicemail saying that the battery was missing that they most likely forgot the put it back in at the Service Center. I know the latter to be true because I was able to fire it up on my computer when I first brought in without the power cord on.

Unfortunately Agent Dwayne does not recall one way or the other about the latter when I first brought it in (he just told me now in a telephone call). But I do remember, and he also told me that he now shows in some emails that the battery was never there.

He might be reading an email from someone who got it without the battery in Cambridge after it was a returned from the Service Center.. But when I dropped it off it definitely had a battery.

Asking today for manager I'm told that they are on vacation and that they won't be back until Monday. However I spoke with Gustavo on Monday who is a Store Manager and explained to him that as Total Tech Support Customer I am entitled to one replacement battery per year according to the contract as printed on the Bestbuy.com Website.

It seemed all worked out until I called again today and they cannot get anybody to take my call and no agent at Geek Squad can help me. Although they promise at the store manager will call me back this seemed very unlikely.

The latest that was told by Agent Matt at the Geek Squad was that the
Store Manager, Gustavo, would call me back in an hour. When I called an hour later I had someone on the phone from another State say that Gustavo was not a Store Manager bu a Manager in the Store.

This Monday when the Geek Squad Manager returns will be 3 weeks without my computer.