I pruchased a HP laptop (with warranty and tech support) on 12/21/2013......on 1/21/2014 i returned the laptop to store #1388 because the computer would not turn back on. I used it two days prior to this and it worked fine then shut off and would never power back on.
They told me it would have to be shipped to the service center for repair. I did not hear from anyone for two weeks. I called the GS 800 number (2/6/2014) and was told that I had to contact the store to find my computer because their records show that the repair was complete. I called the store and spoke to GS, after about 30 minutes on the phone I was told that I have to contact the service center and/or UPS to locate my computer. Really? I was also told that once a product leaves the store for further repair the store is no longer responsible for it..... Wow!!
I got my computer back on 2/7 and brought it back on 2/9 for them to re-install microsoft office and the anti-virus software. They said it would take a few hours. Went back the next day because i haven't heard from them and they said the password wouldn't work so they couldn't install the software..... Why didn't they call me sooner?? I was also told they are short staffed and there were other computers that have been waiting for over 7 days.....I haven't had a computer for three weeeks..... I had to contact microsoft and figure out what was worng with my password and such. Finally got the computer back on 2/11/2014..
I had to bring the computer back three days later on 2/14/2014 because it would not turn back on. It started making a loud fan noise, then the screen was blinking then shut off...... I went back to the store and asked to speak to a manager, well thegeek squad agent went and spoke to the manager instead of letting me speak to them. I was told that they would give me a loaner computer, "something they NEVER do" and "he was putting his job on the line for giving me a loaner"......
Today is 2/28/2014 and I still do not have a computer. When will the time come to replace my computer with a new one. I bought a brand new computer and it has spent more time being repaired than actually used.
Who should i contact next? I was told to go straight to social media and start blasting best buy and geek squad.... I want this resolved as smoothly as possible. I need a computer, a new computer that has not been repiared twice and is pretty much a defect. The store manager and their Geek Squad employees are incompitant and provide poor customer service at best. For such a consumer driven company, I am appauled at the way this is being handled. Please advise.