- Report: #327289
Complaint Review: Best Buy/Geek Squad - Minneapolis Minnesota
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Best Buy/Geek Squad
www.bestbuy.com Minneapolis, 55440 Minnesota, U.S.A.
Phone:
612-291-1000
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Best Buy/Geek Squad Ongoing Geek Squad problems Minneapolis Minnesota
1. At the end of March, my iMac G5 crashed. I called Geek Squad on or about March 31 to get help. I was told the first available slot for a Mac specialist was at the end of the week. I then called back and asked for 911 service. I was told after two days that they couldnt do it so I kept the regular appointment that I first made.
2. I brought my computer to the Apple Store in Burlington, MA and they fixed the hardware problems in three days that included a new logic board. The computer was in excellent condition when your Mac agent Jason Boisvert came on April 6.
3. Because the hardware components of my downstairs computer was fixed by Apple (that was the original reason I called Geek), I told Jason what I needed
done including networking the two G5s, de-fragging the computers, correcting other problems, etc. I was impressed when Jason told me he was Geek Squads only Mac-certified agent in this area and could do everything. He advised that I should buy the Leopard operating system because everything will work much better. He also sold me on getting the latest Word Office software and a back-up system. Being skeptical by nature, I asked how the new software would affect my programs and he said make sure that there would be no problems.
4. I realized that something was not right when he began to de-frag the upstairs (newest) G5. I had had a MIT student for years who regularly worked on my computers (Macs and PCs) in my home office until he moved away. I was familiar with the maintenance work he did. Jason stayed two hours on his first visit and because the de-fragging was taking so long and he only had one disk with him, he would return the next day to start work on de-fragging the downstairs one (repaired by Apple a few days previously). I was not able to work on that computer for the rest of the day. By 9:30 AM the next morning, the defragging was still going on so I called Agent Jason and told him he might want to bring an additional disk to start de-fragging the second computer. He said he was going to stop by Worcester for that purpose and to pick up Leopard, Office and the back up system.
5. When he got here, he did not bring a second disk but had the three items. He surprised me by saying he had done the de-fragging incorrectly (which was why it had not been completed in 20 hours) and said he spoke to an associate how to do it. This was then completed in a couple of hours before he started de-fragging the second computer. He also had some problems installing Leopard he had told me that all three Macs (including my G4 laptop) could get Leopard because it allowed for three computer installations. But he discovered it couldnt be put on the G4.
6. He discovered that the back up drive unit he brought was previously used although it was in its package and took it back saying he couldnt get it to work. To date, he has never brought a new one to install.
7. One of the chief tasks I asked him to do was archiving a large part of my emails (I have used Eudora since 1996 with great satisfaction). I was using the 6.2 system and he installed the 6.2.4 updated one but it has not worked properly since his work. The Eudora program crashes constantly now. I have told him, your agents and at least two supervisors (Harold Davis and Tim) that it is nearly impossible to use and how important emails are to my work as an international operation where phone calls are not practical to do business. Jason suggested I start using Entourage but I dont know how to set that up.
8. If you check the reports and recorded phone conversations, you will realize that I have been very patient about these many problems that have arisen since Agent Jason began working on my computers. I have consistently pointed out that I find Jason to be a very personable young man who speaks well and with confidence but I do not believe that he is the expert Mac specialist that was represented to me.
9. I have been told on numerous occasions by supervisors that they would resolve my problems posthaste. I was repeatedly told that they would intercede and get Jason back. Only on a few times, did Jason call to answer my requests for help because he said he was so strung out on new jobs. I reminded him that his work was not done correctly and he had to finish the job correctly. He was to return Saturday (4/2) but didnt call to tell me he couldnt. Here it is April 18, and my operations are crippled with Macs and new software that he installed that dont work properly.
10. I was told that perhaps another Mac specialist could be found out of the Boston area who could make it out because Jason was too busy. However, yesterday (April 17), I was told by a supervisor Tim, that they would not send out anyone else and the earliest Jason could return would be April 23! I said that was unacceptable. He told me that every Agent had a schedule and I would have to wait my turn. I was disappointed by his attitude. Quite unprofessionally I thought, he expressed great frustration with the situation and wanted to wash his hands of the problem, leaving me without any timely remediation of the problem. He said Jason would call to come out earlier which he has not. I reminded Tim that I had made the appointment on March 31 and the first visit was April 6 and the computers and software were now working more poorly than when Agent Jason first appeared. He said that I would now have to wait my time as new clients had made appointments even though my initial job was left unfixed.
11. I realize that part of this scheduling problem is that Jason is leaving for a long weekend beginning today (Friday) on a family vacation. However, as much as I like Jason personally, yours and his scheduling problems should not be mine. You should have found another specialist to come here or have Jasons schedule re-arranged so I could do my work. Instead, I was reprimanded for being impatient and would just have to wait another six days although my time-sensitive work couldnt wait.
12. Yesterday, after getting no satisfaction from Tim, and no call from Jason as promised, I called an IT specialist from Fitchburg State College who came here yesterday afternoon. He fixed many of the issues including my problems with the new Word, getting the printer to work, getting the PCs back on the internet (Jason had unplugged the connection) and a number of other items. I had to pay $350 for his work (I will send notarized invoice). He told me that he knew of other instances where Geek Agents oversold their expertise and had worked to correct other Geek problems. Unfortunately, because his time ran into the evening, he had to leave before correcting everything. The Eudora email problem still exists. I still have no back up system as promised. The Leopard operating system might be the newest and best but Jason did not explain to me how it didnt work with existing programs that has caused me more hassles. I relied on your advertising promise of quick and expert help to resolve my computer problems.
I set aside large chunks of time this last week when I could make myself available to have Jason or another Geek Squad Agent come to fix the problems over the last 10 days (around previous business appointments) but the problem was that either the morning or afternoon times never fit Jasons schedule because of the NEW work he had been assigned before finishing my job. I would like somebody in a position of authority investigate this issue and get it resolved. Three weeks to fix a call for 911 service is much too slow, it has caused harm to my business by email.
Dr. john
Fitchburg, Massachusetts
U.S.A.
2. I brought my computer to the Apple Store in Burlington, MA and they fixed the hardware problems in three days that included a new logic board. The computer was in excellent condition when your Mac agent Jason Boisvert came on April 6.
3. Because the hardware components of my downstairs computer was fixed by Apple (that was the original reason I called Geek), I told Jason what I needed
done including networking the two G5s, de-fragging the computers, correcting other problems, etc. I was impressed when Jason told me he was Geek Squads only Mac-certified agent in this area and could do everything. He advised that I should buy the Leopard operating system because everything will work much better. He also sold me on getting the latest Word Office software and a back-up system. Being skeptical by nature, I asked how the new software would affect my programs and he said make sure that there would be no problems.
4. I realized that something was not right when he began to de-frag the upstairs (newest) G5. I had had a MIT student for years who regularly worked on my computers (Macs and PCs) in my home office until he moved away. I was familiar with the maintenance work he did. Jason stayed two hours on his first visit and because the de-fragging was taking so long and he only had one disk with him, he would return the next day to start work on de-fragging the downstairs one (repaired by Apple a few days previously). I was not able to work on that computer for the rest of the day. By 9:30 AM the next morning, the defragging was still going on so I called Agent Jason and told him he might want to bring an additional disk to start de-fragging the second computer. He said he was going to stop by Worcester for that purpose and to pick up Leopard, Office and the back up system.
5. When he got here, he did not bring a second disk but had the three items. He surprised me by saying he had done the de-fragging incorrectly (which was why it had not been completed in 20 hours) and said he spoke to an associate how to do it. This was then completed in a couple of hours before he started de-fragging the second computer. He also had some problems installing Leopard he had told me that all three Macs (including my G4 laptop) could get Leopard because it allowed for three computer installations. But he discovered it couldnt be put on the G4.
6. He discovered that the back up drive unit he brought was previously used although it was in its package and took it back saying he couldnt get it to work. To date, he has never brought a new one to install.
7. One of the chief tasks I asked him to do was archiving a large part of my emails (I have used Eudora since 1996 with great satisfaction). I was using the 6.2 system and he installed the 6.2.4 updated one but it has not worked properly since his work. The Eudora program crashes constantly now. I have told him, your agents and at least two supervisors (Harold Davis and Tim) that it is nearly impossible to use and how important emails are to my work as an international operation where phone calls are not practical to do business. Jason suggested I start using Entourage but I dont know how to set that up.
8. If you check the reports and recorded phone conversations, you will realize that I have been very patient about these many problems that have arisen since Agent Jason began working on my computers. I have consistently pointed out that I find Jason to be a very personable young man who speaks well and with confidence but I do not believe that he is the expert Mac specialist that was represented to me.
9. I have been told on numerous occasions by supervisors that they would resolve my problems posthaste. I was repeatedly told that they would intercede and get Jason back. Only on a few times, did Jason call to answer my requests for help because he said he was so strung out on new jobs. I reminded him that his work was not done correctly and he had to finish the job correctly. He was to return Saturday (4/2) but didnt call to tell me he couldnt. Here it is April 18, and my operations are crippled with Macs and new software that he installed that dont work properly.
10. I was told that perhaps another Mac specialist could be found out of the Boston area who could make it out because Jason was too busy. However, yesterday (April 17), I was told by a supervisor Tim, that they would not send out anyone else and the earliest Jason could return would be April 23! I said that was unacceptable. He told me that every Agent had a schedule and I would have to wait my turn. I was disappointed by his attitude. Quite unprofessionally I thought, he expressed great frustration with the situation and wanted to wash his hands of the problem, leaving me without any timely remediation of the problem. He said Jason would call to come out earlier which he has not. I reminded Tim that I had made the appointment on March 31 and the first visit was April 6 and the computers and software were now working more poorly than when Agent Jason first appeared. He said that I would now have to wait my time as new clients had made appointments even though my initial job was left unfixed.
11. I realize that part of this scheduling problem is that Jason is leaving for a long weekend beginning today (Friday) on a family vacation. However, as much as I like Jason personally, yours and his scheduling problems should not be mine. You should have found another specialist to come here or have Jasons schedule re-arranged so I could do my work. Instead, I was reprimanded for being impatient and would just have to wait another six days although my time-sensitive work couldnt wait.
12. Yesterday, after getting no satisfaction from Tim, and no call from Jason as promised, I called an IT specialist from Fitchburg State College who came here yesterday afternoon. He fixed many of the issues including my problems with the new Word, getting the printer to work, getting the PCs back on the internet (Jason had unplugged the connection) and a number of other items. I had to pay $350 for his work (I will send notarized invoice). He told me that he knew of other instances where Geek Agents oversold their expertise and had worked to correct other Geek problems. Unfortunately, because his time ran into the evening, he had to leave before correcting everything. The Eudora email problem still exists. I still have no back up system as promised. The Leopard operating system might be the newest and best but Jason did not explain to me how it didnt work with existing programs that has caused me more hassles. I relied on your advertising promise of quick and expert help to resolve my computer problems.
I set aside large chunks of time this last week when I could make myself available to have Jason or another Geek Squad Agent come to fix the problems over the last 10 days (around previous business appointments) but the problem was that either the morning or afternoon times never fit Jasons schedule because of the NEW work he had been assigned before finishing my job. I would like somebody in a position of authority investigate this issue and get it resolved. Three weeks to fix a call for 911 service is much too slow, it has caused harm to my business by email.
Dr. john
Fitchburg, Massachusetts
U.S.A.
