crystalscookingnow
Gold Member
- 2,963
I'm in a tough situation with my computer. DH & I purchased a computer 2 years ago at Best Buy. We purchased a very high-end computer so that we wouldn't have to purchase another one for 5 years or so. We also purchased the in-home site repair for hardware issues. This repair covered any hardware issue, including lightning.
In June, we had a storm & the computer was hit through the modem. The motherboard & processor were both toast. So, I called the BB customer service line. I was on the phone with the rep for almost 2 hours trying to troubleshoot my own computer. I only have dial-up & the modem was fried, so I had no ability to connect for dianostics. I am fairly computer literate, so I was doing everything the man told me to do. After two hours, he *thinks* that the issue is just the motherboard & modem. But, to be sure, he wants me to format my hard drive, reload windows & do more diagnostics. I say no way.
I then call my local BB (it's 40 minutes away). I talk to a Geek (their term, not mine) & we decide that it's in my best interest to bring the computer to them, have them do a back up (I do one, but had just downloaded pictures & didn't have the weekly run yet) & have them send it to the service center. The service center had my machine from July 3rd until July 29th. When it came back, I drove back to the store to pick it up. The rep started the machine. It booted, stayed up, but had their support software on it still. He told me it was no problem & I could just cancel out of the program when I got it home. Okay, no biggie. I headed home.
After I got home, we had stuff going on. I didn't work on the machine for 2 days. I turn the machine on & it just reboots and reboots & reboots again. It won't stop doing this. I call BB again. I talk to the manager & he says that I have to bring the machine back up to have the software removed. So, I drive back up there again. They remove the software. Two days later, same thing happens again. I call again. I go back to the store again. I am at BB for TWO hours while they try to fix my computer. It's the day before I go on vacation, but I really wanted my machine fixed. After all of that, I come home & get ready for vacation. I have a few bills to pay before we leave.
I pay those bills & do a couple of other things. While I'm in the middle of working, the machine goes to a blue screen with an error message. I call back to the store again & talk to the manager that I had been working with. She is super great. We talk about the problem & additional error messages that I have gotten since they 'fixed' my computer. She decides that I need to call the customer service line to schedule someone to come out & install new video & memory cards. Ok, again, if that's what needs to be done, I'm fine with that. So, I called a week ago Monday. I talk to a call center man, explain my problem & what I've been through. He tells me that it's a software problem & that software problems aren't covered by my PSP. I am very calm (used to work in a call center, no need to get huffy in my opinion) & tell him that the Geek Squad guys at my store told me it is a hardware issue, to call this number & get something scheduled. He then tells me that the store employees always tell customers that their issues are hardware when in fact they aren't. He has a very smart-alecky tone about him when he says this. I nicely inform him that I'm the customer & that I don't need to hear about this & that I'd like to get my problem fixed. He again states that it's a hardware issue. Realizing that I'm not getting anywhere, I ask to speak to a manager. He tells me that one is not available, but might be within the hour if I'd like to hold. Again with the smart tone. I tell him fine.
I then called BB again to talk with the manager that I had been working with. I gave her the information (yes, including the guys name & time of call) & she said she would get back to me. This was on Monday. On Thursday, I still hadn't heard back, so I called the store again. I talked to one of the guys that had helped me before. He told me he would have one of the in-home tech guys call me. Yesterday, they finally did.
In-home guy tells me there is nothing he can do without an appt. scheduled through the customer service line. I explain to him that I've been that route twice already & how rude & unhelpful they were. I'm now waiting for his manager to call me back tomorrow.
I'm so frustrated I could spit nails. I've got names & dates & times of each call that I've made.
So....for those of you that have made it this far....Is there anything I can do? Besides buy a new computer? Right now, the machine will function for about an hour & then shut down. None of my pictures display properly & if I do anything too tasking on the processor, it shuts down.
Thanks too for letting me get this frustration off my chest. It helps a little!
In June, we had a storm & the computer was hit through the modem. The motherboard & processor were both toast. So, I called the BB customer service line. I was on the phone with the rep for almost 2 hours trying to troubleshoot my own computer. I only have dial-up & the modem was fried, so I had no ability to connect for dianostics. I am fairly computer literate, so I was doing everything the man told me to do. After two hours, he *thinks* that the issue is just the motherboard & modem. But, to be sure, he wants me to format my hard drive, reload windows & do more diagnostics. I say no way.
I then call my local BB (it's 40 minutes away). I talk to a Geek (their term, not mine) & we decide that it's in my best interest to bring the computer to them, have them do a back up (I do one, but had just downloaded pictures & didn't have the weekly run yet) & have them send it to the service center. The service center had my machine from July 3rd until July 29th. When it came back, I drove back to the store to pick it up. The rep started the machine. It booted, stayed up, but had their support software on it still. He told me it was no problem & I could just cancel out of the program when I got it home. Okay, no biggie. I headed home.
After I got home, we had stuff going on. I didn't work on the machine for 2 days. I turn the machine on & it just reboots and reboots & reboots again. It won't stop doing this. I call BB again. I talk to the manager & he says that I have to bring the machine back up to have the software removed. So, I drive back up there again. They remove the software. Two days later, same thing happens again. I call again. I go back to the store again. I am at BB for TWO hours while they try to fix my computer. It's the day before I go on vacation, but I really wanted my machine fixed. After all of that, I come home & get ready for vacation. I have a few bills to pay before we leave.
I pay those bills & do a couple of other things. While I'm in the middle of working, the machine goes to a blue screen with an error message. I call back to the store again & talk to the manager that I had been working with. She is super great. We talk about the problem & additional error messages that I have gotten since they 'fixed' my computer. She decides that I need to call the customer service line to schedule someone to come out & install new video & memory cards. Ok, again, if that's what needs to be done, I'm fine with that. So, I called a week ago Monday. I talk to a call center man, explain my problem & what I've been through. He tells me that it's a software problem & that software problems aren't covered by my PSP. I am very calm (used to work in a call center, no need to get huffy in my opinion) & tell him that the Geek Squad guys at my store told me it is a hardware issue, to call this number & get something scheduled. He then tells me that the store employees always tell customers that their issues are hardware when in fact they aren't. He has a very smart-alecky tone about him when he says this. I nicely inform him that I'm the customer & that I don't need to hear about this & that I'd like to get my problem fixed. He again states that it's a hardware issue. Realizing that I'm not getting anywhere, I ask to speak to a manager. He tells me that one is not available, but might be within the hour if I'd like to hold. Again with the smart tone. I tell him fine.
I then called BB again to talk with the manager that I had been working with. I gave her the information (yes, including the guys name & time of call) & she said she would get back to me. This was on Monday. On Thursday, I still hadn't heard back, so I called the store again. I talked to one of the guys that had helped me before. He told me he would have one of the in-home tech guys call me. Yesterday, they finally did.
In-home guy tells me there is nothing he can do without an appt. scheduled through the customer service line. I explain to him that I've been that route twice already & how rude & unhelpful they were. I'm now waiting for his manager to call me back tomorrow.
I'm so frustrated I could spit nails. I've got names & dates & times of each call that I've made.
So....for those of you that have made it this far....Is there anything I can do? Besides buy a new computer? Right now, the machine will function for about an hour & then shut down. None of my pictures display properly & if I do anything too tasking on the processor, it shuts down.
Thanks too for letting me get this frustration off my chest. It helps a little!
