Geek Squad Informative - Geek Squad: Worst Customer Service ever!
ONTARIO, CALIFORNIA -- Geek Squad Customer Service
I can beat your worst experience with the Geek Squad. In Oct '07 I called to have a wireless network and range extender configured at my business. The tech arrived an hour late (as he was from the Ontario, CA store and they scheduled him a service call 52 miles away (and allowed him with 15 minutes travel time....) He configured and got everything working, including WEP. In three days it crashed. I called for warranty service right away. They scheduled me for first opportunity-3 weeks later. The date rolled around and no one called or showed up. I called again and ranted and they gave me another appointment for 5 weeks later. When the guy showed up, he took my extender and ethernet router out of the system and said, "you don't need these". The system worked for 1 whole day and crashed. I called back and got no response on hold after 29 minutes. I went into the Best Buy store in Victorville, CA and spoke with Geek Squad Agent Brian who couldn't believe how I was treated and arranged for Charles W. (their business guru from Montclair) to call me to schedule an appointment to solve my problem. The on duty Manager, Nellie also was involved.
Guess what? A week later, Charles never called me. I went back into the store and spoke with Service Manager Johnny. He called Mario, Geek Squad District Manager and stated that Mr. Gomez could authorize the service and that Gomez promised to call me back that day. Johnny also said he would call me back to confirm that Mr. Gomez had called and resolved my problem. Guess what? Neither Gomez or Johnny ever called me to schedule an appointment with Double Agent Charles W. I then called a Best Buy Asst Store Manager named Katie. She is a "process product manager" and told me she was the "buck stops here" kind of gal. She empathized and scheduled Charles W. for a final attempt at salvaging customer service for me.
This morning (three weeks later), Charles was scheduled to arrive at 11:15 in the morning. (January 30). Guess what? Charles never called and never showed up!! I called Katie and she stated that Mr. Gomez said that this ticket was open more that 30 days and the warranty period was exceeded so he canceled the service call by Charles. They never called me, never discussed it or tried to solve my problem. I have spent weeks (from Oct 07 until January 08) on hold--telling and retelling this story to Best Buy and Geek Squad manageres and not one of them ever did a thing to make it right. I will continue to tell this story to everyone I meet. Geek Squad is a rip off and is the worst customer service business I have ever encountered.