Best Buy Customer Support..er..Phone Answering Service

So after I realized Geek Squad [read Geek Squad] wasn't going to help me get my computer back to as damaged as it was when I first brought it in ..four times...  I decided to go up the chain and call Best Buy directly. I had after all purchased a $2,100 through bestbuy.com and thought they could assist me with figuring out the source of first the Windows 7 Pro license and second getting the machine repaired or replaced (if need be).

I was on hold for about 5-10 minutes and then connected with a customer service rep. The first lady I spoke with was very friendly, she was understanding of the challenges I had faced so far working with Geek Squad and identified the vendor PC Rush as the reseller who had delivered my product. Again in her defense, this was in the system as so, but unfortunately her nor I had anything else to go on besides this. I told her I had contacted PC Rush already via email and phone and they did not identify me as a customer. She offered to call them with me on the line, she said I would be on hold while the call went through and then she would add me to the call. I waited about 30 minutes on the phone with the wonderful Best Buy music and then heard my call get dropped.

I had to head to a meeting and in the afternoon I called back and had a lengthier 20 minute wait and 30 minute conversation with the new rep. She informed me that the first rep had gotten voicemail and left a message for PC Rush (nice of her to let me know while she forgot me on call waiting and I invested an hour into that call). I told the new rep the situation and she agreed to call them with me on the line as well. This time I asked to not be forgotten and she honored that. We once again left a message for PC Rush. I did not hear back from PC Rush or Best Buy so I decided to call a third time.

This person saw the notes, but when we were looking for my order she asked me to search by order number, instead of SKU. This resulted in a new vendor HPP Enterprises as the vendor. Eureka, the actual company that sent me my computer! We were unable to get acknowledgement that they did send me a computer, though they apparently ship it directly from HP to me and it is an as is shipment. They take no responsibility for anything that happens and do not open the box.

In other words, there is no way they installed Windows 7 Pro on the machine and take no responsibility for anything done to the machine. They encourage me to talk to Geek Squad, Best Buy, HP or Microsoft about getting the machine replaced and getting the Windows 7 Pro license.

I called Best Buy back a fourth time to explain my situation, they were friendly enough to let me know they do not take responsibility and that I needed to take it up with HPP Enterprises, HP or Microsoft to get it resolved. They would however make a note of my experience for their records.

Thanks Best Buy, I've spent thousands of dollars at your establishment, but that ended with this experience. Best of luck!