Device Diagnostic and Repair

Subject: Concerns Regarding Services and Installation Assistance for Mk.2 Video Encoder 4K60 Pro over Phone -> GS Destorying PC & Postponed from Employment throughout Process To whom it may concern, I am writing to address and document my experience regarding the services I received for my PC, specifically concerning the installation assistance for my Mk.2 Video Encoder 4K60 Pro and subsequent complications. Amongst the handful of transfers, no one was able to validate instillation question over phone. 1. *Initial Compatibility Concerns* I initially sought assistance to confirm compatibility of the Mk.2 card with my MSI motherboard. I purchased the hardware from Best Buy, but due to an incorrect coverage plan and misunderstanding at a different location, I was unable to have someone verify compatibility in my home. Concerned about transporting my workstation PC (lower back pain and risk of damage) but despite willing to make arrangements in-store, I was referred to Geek Squad Remote Repair Services. 2. *First Remote Repair Visit* The technician reassured me that the device would be compatible if installed in a different PCIe slot. I manually switched the hardware, and the device read correctly at 100%. The technician offered to perform a "tune-up" at no additional charge, claiming it would improve my PC's performance. However, after deleting root USB files from Device Manager and blocking certain functionalities, my PC began to experience severe issues, including: - Black screens upon boot - Worsened performance (flickering screens, apps closing randomly) - Requiring hard resets to address stability issues -Cold boot required to address stability issues 3. *Second Remote Repair Visit* Attempting to address the new issues caused by the first visit, I reached out for a second Remote Repair session. Unfortunately, my concerns about the pre-existing problems were disregarded. Instead, the summary of the visit inaccurate driver updates, tune-ups, and edits to Windows Defender—none of which I had agreed to. Moreover, I was charged for services I did not ask for, despite voicing my disagreement. 4. *Customer Service and Escalation Attempts* After two unsuccessful Remote Repair visits, I tried to escalate the issue through corporate feedback channels. Unfortunately, I did not receive a timely or reasonable resolution. False promises of follow-ups left me feeling frustrated and unsupported. Was Tx to Remote Repair.. Disregarded 141.41 of unclear charges (Mk.2cov, 1st, 2nd). Offered +149.99 charge 'to fix' on top of unresolved issues. Bellingham office connected me with a supervisor who attentively listened to my concerns per request. They were understanding of the stress caused by these services, helped ground my worries, and took steps to address the situation. Although this resolution came late in the process, I appreciated their professionalism and empathy. 5. *Summary and Request for Resolution* - Services rendered during both Remote Repair visits exacerbated past initial Mk.2 question, leading to the near-total dysfunction of my workstation. - Registry cleaners performed during the "tune-ups" are not supported by Windows (at best deleting needless registery enteries, which take negligible amounts of space, known to cause irreparable harm to operating system), further contributing to the issues. - I request a refund for the services (question over phone versus 6 day - 1 month ordeal) that led to pre-nonexistant destruction PC functionality. - I commend the Bellingham team for their efforts to address my concerns and ensure accurate documentation moving forward. - A resonable solution for now a total of 5 days of employment postponed, discussed with attorney (small claims <$10,000 if needed, if unabe to restore PC to previous functionality or X amount of time exceeds equivalent earnings $10,000>). While my overall experience was challenging, the Bellingham Geek Squad team helped restore confidence and initiated steps toward a resolution. Currently waiting in shop. ..I truly hope to see this issue fully resolved.

Geek Squad was my go to for years, but I dont know what has happened lately. Too much service outsourcing perhaps? I have an issue with my laptop camera not working. The first 2 service attempts were via remote chat. The level of expertise I received included asking me if my HP laptop runs on windows, and sending the same, pre-generated response OVER and OVER. I decided to call in since my first 2 chats got no results (tech support never even started, just a barrage of repeat comments and questions a technician should know) and was routed to a remote session that resulted in NOTHING. All technicians I talked to seemed like they were helping multiple people at once and only partially interested.

I had a horrible experience with Cyberpower PC building my computer so I went to bestbuy with a part list and had them pick out the parts, order what they could (and i ordered the rest from amazong/newegg), and then had them assemble it. Not only is the cable management perfect the computer runs fantastic. I have to say I couldn't be more impressed with the build quality. I also want to shout out the two agents who helped with part picking and during pickup and drop off. They both made me feel very confident in using them and were extremely helpful throughout the whole process. On top of this I told them I did not need the PC for a month and they were able to assemble it the same week. Seriously hats off to you folks you are incredible.

My laptop no longer suffers from performance issues

They were fast, efficient, and knowledgeable. They set up my Nest like device quickly and showed me how to operate the system. Will definitely use Geek Service again.