Best Buy Complaint - Geek Squad-The High Price for Terrible Service
OVERLAND PARK, KANSAS -- The Geek Squad at the Overland Park Kansas Best Buy provided me with one of the most awful if not the absolute worse customer service that I've ever experienced as a consumer.
I brought my laptop to the store on October 20, 2008 as it was crashing with blue screen errors, and I was unable to resolve the problem on my own.
The Geek Squad employee at the counter ran a test on the laptop to confirm that it was a software problem, and not an issue with the hard drive. He then explained the options available and the cost. The charge to diagnose and repair the computer was $200.00. This seemed high to me, but I thought that it would be worth the price to have the repair done right.
In retrospect, I should have run for the door when they insisted that I pay in advance before they even started any repairs. However, I paid the $200 and expected a call within at least a week.
The week went by with no call so I stopped by the store to check on the laptop. The Geek Squad employee searched for about an hour and could not locate my laptop. He could not tell me if repairs were begun, if it had been shipped off site, he had absolutely no information. He apologized and told me that he would call that evening after locating.
There was no call so I went to the store the next day, and a different employee seemed perplexed that I would suggest the laptop was missing. He told me it was right on the bench being worked on as we spoke. He apologized for nobody calling to tell me the laptop was found. I suspect that they did not start work on it until that day.
A day later, I received a call from the Geek Squad telling me that there was a corrupt memory module in the laptop and asked me if I wanted to have it replaced. They quoted a price of $50 for the memory and $40 to install it.
I told the employee that I was shocked they would want to charge $40 to install a stick of memory when I had already paid them $200 for the repair. I told them that I would be willing to buy the memory, but I would certainly not pay an extra $40 for them to install it.
On October 31, the laptop was finally ready. I decided not to purchase the memory from because at this point I lost confidence Best Buy and decided to never shop there again.
My advice is to stay away from the Geek Squad. They are too expensive, and when you pay in advance, it takes away their incentive to get the repair done promptly. The manner in which they treat the customer is deplorable. They seemed to lack the basic social skills necessary to communicate with the public, and they seem oblivious to the importance of keeping people informed.
As one who manages people for a living, I know these types of problems are the result of poor management. It is a top-down issue where employees are not given proper training and/or the corporate culture apparently does not value the customer.