Best Buy review: Best buy refusal to assist with lost item during repair!!!

I purchased a pc back in 2021 from best buy and opted for the extra 3 year geek squad protection plan that cost an additional $299. I had my computer for about 2 years without any problems that out of no where it started to crash constantly, freeze, glitch, couldnt shut down. Couldnt back anything up, just a variety of issues. So i decided to take it into geek squad within the store to have it fixed. Well i guess in 2022 Best buy made this new program called "Total Tech" where you have to pay a $179.99 annual fee. Well since i already purchased my extended warranty through Geek Squad in 2021 i didnt see the need for this. Well turns out they say they cannot honor my "Geek Squad Warranty" because i would have to purchase total tech to still get that service. I found this to be a complete scam and ridiculous. They did however say they could send me PC still into the manufaturer for the 3 years instead of the normal 1. I really didnt see what other choice i had besides to do that since they were giving me the cold shoulder on a Geek Squad service i already paid for. So on 10/5/2023 i brought my computer in for repair in the West LA store and sent it out to the manufacture.

On 10/28/2023 i received an email from Geek Squad stating that they could find no issue at all with my computer and would be returning it back to the store "i found to just be a complete screw job that they were trying to pull on me" I called them that same day to explain i have proof that there are several issues with my PC with Phone video and pictures showing what those problems were. They stated that someone would call me back within 24 hours. Guess what NO ONE CALLED! On 10/30/2023 after still not getting a call or any notification that my computer was returned, i decided to call them again. Keep in mind when you call best buy it seems like all of the customer care reps are not outsourced to india (who never seem to know whats going on). After speaking to Akshata over the phone she explained that she apologies but my computer was already shipped back to the store on 10/18 from Ontario CA but they never updated the system so no one called me! Trying to keep my composure with this ongoing problems that best buy has given me, i specifically asked "Are you sure?" becuase i didnt want to drive all the way to the store and it not be there. She said "Yes. it is there"

The next day i drove to the store to pick up my PC, and to my surprise the store said they did not have it and its still shipping back to me and it was shipped on 10/18 from Ontario to West LA. To put this in perspective, Ontario to West LA is only 51 miles away! So i called them out on their bs. There is no way that shipping a PC from only 51 miles away takes 2 weeks! So i said can you provide me with a tracking number to show where its at. They refused. I said fine i will go drive to ontario myself to go and pick it up. They said i couldnt do that because its not a store and only a service center that employees can walk into. I then said fine can you at least call them to see if they still have it and if its actually they there? They gave me some lie that they cannot call them they have no number to the store but can only email! At this point i feel that they are completely lying to me and just lost my PC. Which if its the case, fine. I wouldnt mind just honor my warranty that i paid for and give me store credit to buy a new pc.

After arguing profusely and demanding to speak to a manager. Everyone kept stating that no manager was available. So i straight said to there face it makes no sense that i bring in a computer almost a month ago which you guys claim has no issues with it and it cant be shipped back to the store in almost 30 days! I demand my computer for you to honor my warranty. They still refused. So i stormed out of the store yelling and cursing out of frustration.

The following day i get another call back from the same geek squad rep saying that she sincerely apologies but she got a hold of the center and its going to be an additional 2 weeks before they can send it back because they have so many other items they are still processing. In all honestly i didnt believe her and am yet to get my computer back that i use for work or any type of refund or compensation.

So as of now according to them it will be a month and a half to send me back a computer that they found nothing wrong with after only 2 weeks of having it! I dont know who to call or speak to to help me with this. I have spoken with customer care 6 times. I have only once got someone who wasnt from india. And i have been in the store a total of 3 times. If someone knows what i can do, I would truly apprciate your your help.

I will never ever ever buy from best buy again and i have been a customer of theirs for their superb service since 2004!