Update by user Mar 04, 2016
One week after filing a complaint with the Better Business Bureau, we received a call from the GM of Geek Squad City, who apologized profusely and offered an exchange for the broken/lost computer. Issue resolved.
Original review posted by user Feb 27, 2016
Purchased Lenovo Thinkpad Yoga in Dec 2915 for $950 from Best Buy Store #333 in Louisville. My son used it for 3 weeks at college and the battery stopped working.
He took it to the Lancaster OH Best Buy and the Geek Squad manager offered two options for this brand new computer: deal with the manufacturer or send it off to Geek Squad repair. My son allowed Best Buy to send it to Louisville for repair on Jan 17 with a promised return date of Feb 4. On Feb 14, after one month in the service center, I called the Lancaster Best Buy and was told the technician cracked the laptop case while the battery was being replaced. I demanded a new laptop.
I was told the laptop was repaired and was leaving the repair facility Feb 16 and we were provided a tracking number. It is now Feb 28 and the shipper reports they never received the package from the Geek Squad. This three week old computer should have been replaced immediately. At the very least it should have been replaced after the technician broke it.
Now 6 weeks later they have lost it. I have spoken with both the Louisville and Lawrenceburg store managers and we still do not have the $1000 laptop which only worked for three weeks.
Reason of review: Damaged or defective.
Monetary Loss: $1000.
Preferred solution: Full refund.
Best Buy Cons: Not being offered a full refund on a brand new defective produce, No refund on new defective product.