My computer (as I was told) had an infection. I went to Best Buy because we have done quite a sum of business here in the past, including two business's personal and grandchildren we have just this year spent over $7,800.. The people were all new, looked and acted like high school help, by that I mean experience-wise, today. I guess you have to explain each breath. My computer was to be done on Sunday evening. I waited till Monday mid morning to call the young man told me, "We are waiting for you to bring us a cord." WHAT when were you going call me?
Secondly if you go into a coffee house for coffee do they ask you to bring your cup? You are running a business and don't have the tools to carry out your services. But you have my money. Tried to speak with a store manager. Got an ass. manager (maybe). She told me "oh no that person made a mistake they are working on it and will call you when it is done." I have tried again to get a store MANAGER or district manager to no avail.
Called corporate. After waiting 6 minutes this person had me go threw all of the previous events. It sounded like she put me on hold or something. When I quit talking there was silence then she said what do you want? I said "are you crazy (as a figure of speech)? I have just explained this whole ordeal to you. I want my computer of course." She said "if you would quit calling me names." I said "wait a minute that's one of the big problems in this world today."
Can you believe this what kind of a business is this, no store manager no district manager. But they do have a cocky representative at corporate and my money. As many people as I have sent to this store over the years is only a small part that I will tell about this experience. STAY AWAY from Best Buy in Montrose, Ohio. I am now 6 days behind in my work but that will be my problem .
MILWAUKEE, WISCONSIN -- I brought my laptop in to Geek Squad and left it with them. They fixed the problem I had, but left me with a new one. The keyboard backlight wouldn't turn off. I took it back in and left it with them to fix. I just got it back and the light turns off now, but what did I find? They deleted my browser and all my bookmarks with it! Everything I've saved to it this year is gone! Everything. Not to mention that the scroll and all multi-fingered gestures aren't working now either.
(By the way, the online remote services aren't much better. Many times I've been telling an agent what the problem is only to find that they skipped out, never to be heard from again. Then I have to wait in line again for another agent and hope they don't skip out either.)
GAINESVILLE, GA, GEORGIA -- (11-9-15 @ 1:15 pm, Gainesville, GA store) Tech spent about 5 minutes trying to figure out why it would not power on and told me it was probably the motherboard. He could not be sure because it would not power on. When I asked him things like how much the motherboard would cost, he said "You don't want to know." It seemed like he just wanted to talk about buying a new one and their great financing.
I decided to leave and come back and see a different tech later. I passed a small repair shop on the way home and he said it was the loose fitting where the power cord plugged in. I paid 700 dollars for this laptop less than 3 years ago and resent what that tech tried to pull over on me. I paid 99 dollars for their support deal just to find out they were trying to scam me. Very disappointed!
MINNEAPOLIS, MINNESOTA -- Our call for warranted service was ignored. After follow up, Geek Squad finally got random subcontractor out. He said it was un-repairable. Not hearing anything for a week, I called Geek Squad. No information. Subcontractor said he couldn't get a hold of a real person to submit his report so he sat on it. 20 calls and 10 hours on the phone trying to get help, still no help. In the end, we finally learned no report was submitted, so no fix or replacement. Still waiting. I would rather pay for a new washer than deal with these people ever again. Awful support.
FLORENCE, SOUTH CAROLINA -- We took our PC to BB to have a repair and they never called or (e)mailed. And when we would call they say one thing or another. Never that they had sold or destroyed it, that is until I sent a complaint to the Better Business Bureau. Now they are only offering $300 for my pretty new $800 computer. They are now saying we abandoned it which is not true. We called numerous times and even went to store only to be given the run around. Even corporate lied to us and the BBB. They gave us 6 days to accept $300 and we aren't even in town. This is UNACCEPTABLE!
After carrying the protection plan for a few months, I had called to request canceling the monthly renewal back in Jan. 2013 and was verbally told it would be cancelled. Despite that - my card has continued to be charged for the last 18 months!!! I called again in June, 2014, to again insist on canceling and to insist this time getting confirmation in writing. They gave me a reference number (since they cannot send out an email confirmation) - it should be cancelled now. However, they deny there was any previous request received and refuse to refund prior payments.
OKLAHOMA CITY, OKLAHOMA -- I visited my local Best Buy to cancel the insurance I have on my iPhone. The person helping me attempted to call the 866 number to help with my request, however, the wait time was going to be over 20 minutes. Since I had other appointments I informed the mobile representative that I would prefer to make the call myself when I had more time to wait. By all accounts, this individual was very polite and helpful.
This morning I call the 866 number and was connected to a Geek Squad Protection agent after approximately 20 minutes. Unfortunately, the agent had a difficult time comprehending my request and instead kept asking questions about other phone numbers included on my account. After several minutes getting nowhere, I asked to speak to another agent. At this point, I was transferred and subsequently disconnected.
After yet another 30 minute wait, I was reconnected to another agent. This individual was able to complete my request but was not very customer friendly in the process. I suggest Best Buy take a close look at their Geek Squad Protection agents to assess both their technical and customer service skills.
MEDFORD, OREGON -- My computer first started failing in early November, '13. It would not start consistently and after a while, it wouldn't start up at all. I took it in around mid-November, along with a pile of installation/software disks that went with it. My husband gathered them up and he was in failing health at the time. (He died 11/26/13). What neither of us had the foresight to do was write our name on all the disks.
After two trips to try to get it fixed (hard drive; motherboard) I received this online message from MS Office 2010, saying my license had expired because of dis-connection problems. That's when I looked for my disks to get the product key and could not find them. I called Geek Squad. One guy said he remembered me bringing them in but they didn't have them anymore and I must have them somewhere.
I called MS. They said I needed to call Dell since the Office program came on the computer. Called Dell. They said, no, all that info came with the computer. After about four phone calls back to Geek Squad, I talked to "Caleb", the head of GS at the Medford store. He talked to the boys in the backroom. They told him I had never brought any disks in.
As of this moment, once again, my computer is not starting up. Even though it's still under contract with them, I WILL NOT GO BACK THERE EVER AGAIN. They simply cannot be trusted. They're either outright liars, or totally inept. Right now, I can't even turn my computer on to do a backup for a new one. I cannot tell you how much I hate them for using this little old lady. Do. Not. Trust. Them.
MONTROSE, OHIO -- They are terrible.The whole thing is a scam. There are plentiful small shops that repair computers everywhere run by actual people that know about computers. Check Angie's List or a reliable review site and find a real computer repair place. Geek Squad hires guys that generally know very little about computers. The scam is to get you to agree to pay them $35 to have them send the computer to their repair facility, where you will wait a long time, until finally they come back with an unbelievably inflated repair cost - which may not fix the problem you are having.
Either way, they make $35 and you get to wait, and wait, and wait - both for the repair and then when you go try to pick up the "repaired" product. I only took the computer there because I bought it there as a "Best Buy special edition". That did not seem to help them know what was wrong. What a rip off.
OMAHA, NEBRASKA -- My daughter has a Chromebook. Recently the screen cracked and we had to take it to the Geek Squad because we have a warranty. My husband brought it in and they said they would call us with information. About 2 weeks later Best Buy called us repeatedly. We missed the call each time because we are busy people. My husband and I are both doctors.
Anyway we took our daughter to the Best Buy and she was excited to get her lap top back. We went to go look at the cameras because she might be getting one for her birthday. My husband came back and told us that the call they had so persistently tried to reach us wasn't about her computer. No it was about my tablet. They wanted me to come into fill out some paperwork.
When he asked about her computer they told him "Yeah, it's not even been processed yet." When he asked why he was told "because we have more important patients than your bratty daughter who is probably spoiled. It will take a few more weeks". My husband wanted to smack her there. Our daughter is not bratty. She is the least spoiled child you will ever meet. It's been 2 months and nothing yet. Needless to say, after we get the computer back we are never shopping there again. Rude and slow is what they are!