My complaint:
I’ve been using and paying for Geek Squad for over ten years and the service this year has not only been bad but what happened to us this month has cost me an immeasurable amount of damage.
Geek Squad lost one of my most important folders, on my desktop while doing one of their remote sessions. I am 100 percent sure I did not lose it, it was there before they did the sessions. It’s been on my desktop for the last two years in the same exact spot. They actually did a few remote sessions to try to resolve a small issue of me not being able to get online, the computer would take a long time to do anything.
In September I contacted Geek squad. They did a remote session…the issue seemed to be solved but a few days later had the same issue. Called them again and again they supposedly fixed the issue but they did something where I couldn’t adjust the volume. They went in again remotely and fixed that but the next time I went to work on things from my folder called People Peeves, which contained several files of extremely important info, research, illustrations for a book I’ve been working on for two years with at least 20 items in, it was completely gone.
I called Geek squad again and they went in remotely to see if they could find it or figure out where it went. They worked on it for at least an hour but no one bothered to call me and tell me what the outcome was. The folder still wasn’t on the computer so I called again, and they told me to bring the computer into the physical office of Best Buy in Sherman Oaks.
. So I brought the computer into the store. I went several days without my computer. The store didn’t even bother to call me when they were done. I had to call two days in a row to find out that they had ended the job the day before because they still couldn’t recover the folder and I could pick them up. Just horrible, incompentent service.
Geek Squad Best Buy couldn’t find the folder or what happened to it which included many files with all the info for my book People Peeves Pets Have. It had files with a book proposal, dozens of Illustrations, pages of trivia about expressions and where they came from, plus some research, a list of publishers to send the book to, list of places to promote the book when finished. Now it’s all gone due to the fault of the Geek squad remote session.
I’ve contacted them by phone, email and they have not resolved the issue and I sent a letter to corprate. No response. Best Buy needs to do an investigation on every technician that worked on it and find out what these remote staff did to the computer to find out what happened. Was it a mistake? Or intentional?
The hours I spent on all the info in that file and the hours I’ll have to spend to retrieve it (some of it I cannot). This is totally unacceptable …we’ve been with Geek Squad many years spending a lot of money on a service which in the end screwed us and cost us much.
Best Buy suggested we contact Secure Data, perhaps they can find the folder or what happened to it. If they do great (although we still will file complaints about the service and the way Geek SquadBest Buy handled this whole thing).
Best Buy Geek Squad either incompetently lost my most important file or stole it.
Suggested solution:
Do a full investigation into all those who did remote sessions on my computer on Sept 18th, sept 21st, October 4th and October 10th
Review all the remotes that tried to find the folder and how many times I had to call and contact
Geek Squad and the incompetance I had to deal with
Agree to Pay Secure Data Revovery if they can findrecover the folder ( tho now it's weeks later and harder for them to do)
If the folder is not found we should get a Refund from Geek Squad for the last 10 years we've been with them. They put us through hell the last month and a half. We also went into the store twice and they were not much help either
