Albert sent a message to Hubert Joly President and CEO, Best Buy – email address that said:
Best Buy to me, has been my Toys r us. Don't feel very enthusiastic anymore about Best Buy and, frankly am disappointed about it. On September 2, 2016 I dropped off my laptop at The Geek squad in 3367 Daniels Road, Winter Garden, Florida 34787 store # 01156 for a problem that was specifically identified with the Manufacturer. My screen had to be replaced. I knew it was just the screen from my own troubleshooting methods. Called in the problem with the manufacturer and explained in detail the issue. Provided pictures to the Lenovo manufacturer customer associates as per their request. They have pictures proving that my laptop was functioning except for the screen. Afterwards they approved they item for repairs under the warranty and instructed me to take it to Geek Squad as the laptop was purchased at Best Buy. The associates had access to the initial report and complaint on the issue via Lenovo. Which, means they had a case number and description on the problem with my laptop Service order. After my laptop was visually inspected it was then processed for shipping and then later mailed out for servicing at another Geek Squad facility in Kentucky. I went to go pick up my laptop about a week and a half later. Walked up to the Geek squad counter with my paper work and was seen by an associate. The associate went to retrieve my laptop and brought it back to the counter where he then started to explain that the laptop was serviced and that the screen was replaced which was the only problem. But, he also explained that my hard drive was removed and replaced. Geek squad did have me sign a paper but it did not constitute that my hard drive would be removed and replaced automatically. My hard drive was removed with no reason and was never brought to my attention and no explanation was given to me. There was no attempt to contact me by phone or email. Geek squad just took it upon themselves to removed a perfectly working hard drive. They made my property their property and wont return to me what should have not been removed in the first place. I feel utterly violated as I have spoken to multiple Best Buy and Geek squad associates with no success in having this matter justified and corrected. Until this date I have not received a call back from anyone at Best Buy or Geek Squad. I have called different numbers a Best Buy/ Geek Squad and did speak to several associates with no success at rectifying the issue. I have tried customer service but this is the sum of everything. I am writing to you because no one want to help me. Im sorry for the Burden but I didn't see any other way. Thank you for taking time to read my email.
Sincerely,
Albert
