Best Buy review: Geek squad

December 2, 2019
Best Buy

RE: Tag # 956AE3AQA

On November 18, 2019 I took my Razer Laptop RZ09-01682E21 into Best Buy Richmond Hill for repair.
The problem being, after performing a Windows update the unit would not reboot.
Brandon in Geek Service checked it out and confirmed the fact and said that it appears the mother board got corrupted in the process, as he was unable to access the cmos configuration. The mother board would probably have to be replaced. They would have to send it out to the Geek Squad Best Buy head office for further diagnosis at a cost of $100.00 + tax. I agreed to pay this amount.
Geek service agent Sanaz told me that if the mother board had to be replaced there would be an additional $299.99 maximum charge. She put this in writing as shown on the work order attached.
When I went to pick up the unit on December 2, 2019, I was told by Brandon that since the part would have to come from the U.S., they were unable to repair the laptop. The laptop is a North American unit.
I find their response unusual since Best Buy Canada sells these units and list them on their website.
It would appear that Best Buy has refused the repair due to an unexpected effort or cost.
This is my first experience with the Best Buy Geek Squad.
It would have been nice if they were able to honour their commitment to diagnose & repair wrather than just refuse to repair the unit after taking my $112.99.
Can anything be done to rectify this issue?

Regards,

John Stein
[protected]@rogers.com
[protected]