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Best Buy - Geek Squad Support Ticket - Fredericksburg, Virginia - Warranty Help

Best Buy - Geek Squad Support Ticket - Fredericksburg, Virginia

Warranty Help

Created By: robinvaughan's Picture robinvaughan Last Reply: Shar87's Picture Shar87
Priority Level: [Low] Status: [Open]
Created: 7 years ago Last Updated: 7 years ago
Department: N/A Replies: 1

My son's ASUS netbook it still under warranty. Last month the hard drive was replaced, however, no one replaced/ reinstalled the operating system. Geek Squad says because I don't have the recovery CD they cannot do it unless I pay $30. The netbook didn't come with recovery CDs and no one told me I had to make my own by hooking the netbook up to an external drive. The geek squad rep says that's my problem because it was my responsibility even though I was never told to do so and don't know enough about computers to know that. He was not helpful at all. He basically said it's not his problem, I should have known better. Now I have a netbook that won't work.


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Shar87 says: (7 years ago)
Robin, I have the exact same problem. In fact, I could write your same complaint word for word except replace the ASUS with Toshiba laptop. What the rep didn't tell you was that even if you had made your own recovery disc, you cannot use it with a brand new hard drive so that was a moot point. Another thing I discovered is that if you had sent the netbook directly to ASUS, you would have received it with everything you needed including the recovery discs though it would probably take longer. What Best Buy Geek Squad doesn't want you to know is that they send these computers with issues to their own warehouse where they fix the issues but don't include all the necessaries which they charge you for later. I've spoken directly to the manager and he said he would call Toshiba and see if they can get the disc for me. So far I haven't heard anything back and am not holding my breath. I will never deal with the geek squad at Best Buy ever again. In fact I may avoid Best Buy in the future all together.

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