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Posted May 8, 2007 10:34 by Glen D.
Listed in:
iPod,
News
Tags:
customer service
12QJ
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Talk about customer service. A Consumerist reader sent her story in and we're sure it would break iPod user hearts everywhere. She bought a fourth-generation iPod and after a while, it stopped working. She took it to the store and what they did was beyond comprehension.
She went back to the store and was treated with unpleasant attitude by the staff. They eventually took in the "replacement" and said she'll be sent another one. She doubts it. Looks like the Geek Squad deserves to see a cop squad for this. You can read the poster's letter when you click on the read URL. |
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8 Comments
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by Thatoneguy (Unregistered) - 2007-05-09 |
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» wellllllll
If you read the paperwork on an Ipod service plan, what geek squad does is send yours out, and then give you back a refurbished one. This is so the turn around time is shortened by a week or two. Then when they finally have hers finished they would send it to someone else as a refurbished unit. Them giving her one that doesnt work at all is not excusable, but the refurbished thing is common place. If you want to keep your original ipod all the way through you need to request it and expect to have it gone for an extra 2 weeks
If you read the paperwork on an Ipod service plan, what geek squad does is send yours out, and then give you back a refurbished one. This is so the turn around time is shortened by a week or two. Then when they finally have hers finished they would send it to someone else as a refurbished unit. Them giving her one that doesnt work at all is not excusable, but the refurbished thing is common place. If you want to keep your original ipod all the way through you need to request it and expect to have it gone for an extra 2 weeks
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by ME (Unregistered) - 2007-05-09 |
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» LOL
Geek Squad is such a joke. I can't people actually use them. As bad as Firedog!
Geek Squad is such a joke. I can't people actually use them. As bad as Firedog!
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by SeanRoss - 2007-05-09 |
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» Of course they suck
But to the average, non tech savvy consumer who doesn't research such things on the internet like we do. They seem legit... too bad they get bit in the rear end
But to the average, non tech savvy consumer who doesn't research such things on the internet like we do. They seem legit... too bad they get bit in the rear end
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by Magnus Prime (Unregistered) - 2007-05-09 |
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» Geek Squad huh
Well I used to work for the Geek Squad and what thy actually do is send out your Ipod (keeping in ming that they actually write down the serial number) to an Apple repair center. aplle usually fixes the ipod and returns it to Best Buy where the customer should be contacted to come and pick it up (if they ever actually call them up). Sometimes Ipods get sent to the home, but thats by mistake. So if you got your ipod by mail then something is wrong and it usually means that someone messed up.
If your ipod doesn't work when you receive it, you have to send it back right then and there and wait the painful two weeks to get it back. Best Buy normally doesn't replace Ipods with there warranty unless it has been sent out a total of 3 times with an actual hardware defect (because software problems don't count because a Geek Squad Agent
Well I used to work for the Geek Squad and what thy actually do is send out your Ipod (keeping in ming that they actually write down the serial number) to an Apple repair center. aplle usually fixes the ipod and returns it to Best Buy where the customer should be contacted to come and pick it up (if they ever actually call them up). Sometimes Ipods get sent to the home, but thats by mistake. So if you got your ipod by mail then something is wrong and it usually means that someone messed up.
If your ipod doesn't work when you receive it, you have to send it back right then and there and wait the painful two weeks to get it back. Best Buy normally doesn't replace Ipods with there warranty unless it has been sent out a total of 3 times with an actual hardware defect (because software problems don't count because a Geek Squad Agent
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Re: Magnus Prime (Unregistered) - 2007-05-09 |
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» Continue....
Well I used to work for the Geek Squad and what thy actually do is send out your Ipod (keeping in ming that they actually write down the serial number) to an Apple repair center. aplle usually fixes the ipod and returns it to Best Buy where the customer should be contacted to come and pick it up (if they ever actually call them up). Sometimes Ipods get sent to the home, but thats by mistake. So if you got your ipod by mail then something is wrong and it usually means that someone messed up.
If your ipod doesn't work when you receive it, you have to send it back right then and there and wait the painful two weeks to get it back. Best Buy normally doesn't replace Ipods with there warranty unless it has been sent out a total of 3 times with an actual hardware defect (because software problems don't count because a Geek Squad Agent should be able to fix it the moment you bring it in the store) If they can't fix it then its a hardware problem and they sent it out. On the Fourth time there is a hardware problem they have to send it out again just to get confirmation to issue you a credit for a new Ipod.
It's freaking crazy to have to go throught such lengths just to get a fixed Ipod but thats Best Buy's policy, but if you call the Corporate office and ***** at them royally they can hook you up with a new one if they mess up and send you a messed up one to your one with a Quality Sealed sticker on it.
Well I used to work for the Geek Squad and what thy actually do is send out your Ipod (keeping in ming that they actually write down the serial number) to an Apple repair center. aplle usually fixes the ipod and returns it to Best Buy where the customer should be contacted to come and pick it up (if they ever actually call them up). Sometimes Ipods get sent to the home, but thats by mistake. So if you got your ipod by mail then something is wrong and it usually means that someone messed up.
If your ipod doesn't work when you receive it, you have to send it back right then and there and wait the painful two weeks to get it back. Best Buy normally doesn't replace Ipods with there warranty unless it has been sent out a total of 3 times with an actual hardware defect (because software problems don't count because a Geek Squad Agent should be able to fix it the moment you bring it in the store) If they can't fix it then its a hardware problem and they sent it out. On the Fourth time there is a hardware problem they have to send it out again just to get confirmation to issue you a credit for a new Ipod.
It's freaking crazy to have to go throught such lengths just to get a fixed Ipod but thats Best Buy's policy, but if you call the Corporate office and ***** at them royally they can hook you up with a new one if they mess up and send you a messed up one to your one with a Quality Sealed sticker on it.
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by Magnus Prime (Unregistered) - 2007-05-09 |
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» Geek Squad huh
Well I used to work for the Geek Squad and what thy actually do is send out your Ipod (keeping in ming that they actually write down the serial number) to an Apple repair center. aplle usually fixes the ipod and returns it to Best Buy where the customer should be contacted to come and pick it up (if they ever actually call them up). Sometimes Ipods get sent to the home, but thats by mistake. So if you got your ipod by mail then something is wrong and it usually means that someone messed up.
If your ipod doesn't work when you receive it, you have to send it back right then and there and wait the painful two weeks to get it back. Best Buy normally doesn't replace Ipods with there warranty unless it has been sent out a total of 3 times with an actual hardware defect (because software problems don't count because a Geek Squad Agent should be able to fix it the moment you bring it in the store) If they can't fix it then its a hardware problem and they sent it out. On the Fourth time there is a hardware problem they have to send it out again just to get confirmation to issue you a credit for a new Ipod.
It's freaking crazy to have to go throught such lengths just to get a fixed Ipod but thats Best Buy's policy, but if you call the Corporate office and ***** at them royally they can hook you up with a new one if they mess up and send you a messed up one to your one with a Quality Sealed sticker on it.
Well I used to work for the Geek Squad and what thy actually do is send out your Ipod (keeping in ming that they actually write down the serial number) to an Apple repair center. aplle usually fixes the ipod and returns it to Best Buy where the customer should be contacted to come and pick it up (if they ever actually call them up). Sometimes Ipods get sent to the home, but thats by mistake. So if you got your ipod by mail then something is wrong and it usually means that someone messed up.
If your ipod doesn't work when you receive it, you have to send it back right then and there and wait the painful two weeks to get it back. Best Buy normally doesn't replace Ipods with there warranty unless it has been sent out a total of 3 times with an actual hardware defect (because software problems don't count because a Geek Squad Agent should be able to fix it the moment you bring it in the store) If they can't fix it then its a hardware problem and they sent it out. On the Fourth time there is a hardware problem they have to send it out again just to get confirmation to issue you a credit for a new Ipod.
It's freaking crazy to have to go throught such lengths just to get a fixed Ipod but thats Best Buy's policy, but if you call the Corporate office and ***** at them royally they can hook you up with a new one if they mess up and send you a messed up one to your one with a Quality Sealed sticker on it.
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by COlinn (Unregistered) - 2007-05-22 |
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» I got a brand new video ipod 30 gig for my broken nano!!! =)))`
U just gotta be smart about it let geek sqaud make mistakes and they have to replace urs with a new one. Since I orgionally paid 250 for my ipod nano which is now the price of the ipod 30 gig video they let em exchange for that one =))) maybe iam just good with people.
U just gotta be smart about it let geek sqaud make mistakes and they have to replace urs with a new one. Since I orgionally paid 250 for my ipod nano which is now the price of the ipod 30 gig video they let em exchange for that one =))) maybe iam just good with people.
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by Agent Demo (Unregistered) - 2007-06-04 |
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» Do we have nothing better to complain about?
Obviously GS did not mean to send a broken iPod back to the client. I doubt GS thinks they could get away with it. Errors happen. Something many people do not understand is that without that service plan, they would still have the broken iPod in the first place. The iPod does not break simply because you have the service plan. You will always end up with a working iPod, you entered a contract with Best Buy when you bought the service plan assuring you of this.
Also, Magnus Prime, you must have worked for GS a long time ago, we no longer send iPods to Apple. The refurbished program is in full swing. Nano's are not serviced, they are replaced. Non-flash hard drives are the only ones eligible to be sent off. And unless your a total jerk to the GS Agent, you won't have to wait through all four repairs. But mind you, you wouldn't be waiting for a repair without the service plan. You would have a brick supporting dust on your desk.
Obviously GS did not mean to send a broken iPod back to the client. I doubt GS thinks they could get away with it. Errors happen. Something many people do not understand is that without that service plan, they would still have the broken iPod in the first place. The iPod does not break simply because you have the service plan. You will always end up with a working iPod, you entered a contract with Best Buy when you bought the service plan assuring you of this.
Also, Magnus Prime, you must have worked for GS a long time ago, we no longer send iPods to Apple. The refurbished program is in full swing. Nano's are not serviced, they are replaced. Non-flash hard drives are the only ones eligible to be sent off. And unless your a total jerk to the GS Agent, you won't have to wait through all four repairs. But mind you, you wouldn't be waiting for a repair without the service plan. You would have a brick supporting dust on your desk.
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