Data Backup or Transfer (In Store)

Data was transferred but not my Webroot. Was told to go to online chat with geek squad and they could not do it. Then was told to call Webroot support, they could not do it, then was told to call geek squad since that is where is was purchased. Called geek squad again and was not able to install again. Was told my key code was invalid even though it did not expire until 07/23/23. Took my desktop in to Best Buy for the Geek Squad and they reinstalled Webroot and paid for a year, but now I have to purchase this every year when it was always included in my Tech membership and was told that I was grandfathered in since you do not do this anymore. I think that is wrong.

They knew I wanted all of my Photo's and all my Documents, I didn't want a miss if thing at all possible.

Was thankful they were able to save info from the old laptop.

I have been to Best Buy 3 times since Friday to get support on my computer and have my data transferred to my new computer. I paid $100 for data transfer, but when I logged into my new computer NONE of my documents were there. This was everything I had worked on for the past 2 months. I live 30 minutes from Best Buy, so driving back and forth is incredibly inconvenient. No body will answer the phone at Best Buy so here I am on Monday morning having to start all over on my work documents. I am incredibly frustrated and just wish anyone at your store could at least answer the phone, I really don't have time on this hectic Monday to spend driving back to best buy for a 5th time. I attached screen shots of my folders, I have started to repopulate my documents from what I could scavenge from my email, however as you will see my documents file is completely empty.

This is really great when your computer starts to go on the blink. Not quite dead but it looks like it is going to turn it's toes up at any moment. My eyesight is not very good anymore so I wasn't able to do this myself. It was so nice to be able to have them do it for me. I do genealogy and I had a lot of records stored on my laptop that I didn't want to lose. The Geek Squad people are always polite and knowledgeable and let us know if the problem requires they send it back to the factory.

Yes, a pleasant install of my new HP Omen Obelisk.

I'm very thankful to the Geek Squad for being able to extract the files/data from my laptop that died. My only complaint is that instead of notifying me that they were finished (as they told me they would), they sent me an email saying I needed to call them in order for them to continue the ticket. I called the number and was on hold for approximately 30 minutes and finally got someone at a Best Buy call center who had me detail the issue only to tell me he needed to transfer me to another department. After holding for another 5-10 minutes, the new person was also not located at the Best Buy to which I'd taken my laptop and asked me what the issue was. I told that person I'd already detailed the reason I was calling and didn't feel as if I needed to do so again. All I was trying to do was call Geek Squad at my local Best Buy as they asked me to. He told me I should just go to the local store. When I went to the store, they told me they were finished. I'm a direction-follower by nature. Instead of sending me an email saying they needed me to call them so they could finish completing the service, they should've sent me something just saying they were finished and I could pick it up. They made something very difficult that should've been very easy.

Review of Best Buy/Geek Squad/TotalTech assistance Nov/Dec 2022 NOT INTENDED FOR WEBPOSTING SUMMARY: The people were great; the process and coordination was perplexing. We’d give each tech involved a ‘5’ rating. We’d give the technician process and coordination purchased by us a rating of 2½. Although there is an opportunity to review three different BB/TT/GS tasks purchased, we were only aware of one officially receipted task until receiving this solicitation for review of all three. First, our thoughts of the personnel involved in the technical assistance with our purchase of the new computer and related. Gino was the tech that came to our location. Bobby Stromer was the tech that did the aftermarket installation of the RAM and memory and was very helpful in explaining. James Clements and Gabriel Wolfe helped to coordinate the check-in. All these techs (and others that we may not have names for) were commendably courteous, caring, and competent and we would be delighted to have their assistance again any time we may need it. Here was our experience with the difficulties involved. It appears to us that the difficulties center on the processes and coordination involved. It was represented to us that the newly purchased computer would have the newly-purchased aftermarket RAM and memory installed at the BB location, and together with the optical drive, would be brought to our location by the visiting tech at the time and date appointed. (We had already retrieved the newly-purchased monitor earlier from BB when it arrived.) When the tech arrived at our location, he was confused by that explanation and said that it was necessary for us to retrieve the hardware from the store. We were disappointed by this unexpected and inconvenient change but agreed to do so. The tech left our location with the understanding we’d keep him apprised of our expected return with the hardware so as to return to do the tasks needed. On arriving at the BB location, we contacted the CS function at BB and retrieved our new purchases. It was at this point that we realized that no work had been done on the computer; no RAM or memory upgrades had been made. This was yet another disappointment and time inconvenience. Fortunately, the GS techs made a team effort to get the work done quickly. Previously, I had asked specifically and understood that it was agreed that a ‘before and after’ documented standard performance test be done on the computer to assess the improvement achieved by the upgrades. This was not done. Tho having spent good money on the upgrade, I only have a vague idea of the difference as verbally explained by the tech. The computer is certainly quick and appears entirely capable. After the wait for the technical tasks to be completed, we advised (by text message) the visiting tech that we’d be soon returning to our location and available for his return. He was prompt to return and quickly completed some of the tasks we needed to get the printer drivers loaded and get the basic functions proven and running. Many of the concerns we had about transitioning to Win11 (from 10) were not able to be addressed in the time he had been allotted for our visit. We still only have a vague understanding of the relationship between BB and TT and GS. Perhaps this is an opportunity for BB to do better in it’s marketing of this service that was so important to us and – we thought – integral to what we intended: purchasing a new computer with aftermarket RAM and memory to be installed, new monitor, new optical drive, TotalTech membership, extended warranty, extended subscription of MS 365 software, all to be brought to our location together with assistance to transition from our legacy PC to the new equipment. We had hoped and understood that this would be seamless and that sufficient tech time would be allocated to achieve this. Alas, much of this was not done. We do not know where the system and coordination failures occurred. Some of the experience was very disappointing while our combined efforts with those of the techs we interacted with eventually kept results acceptable but it seems the results needn’t have been compromised in any way if the process had been clearly explained, expectations set, and/or the represented process had been accomplished.