Geek Squad

My customer service experience was truly disappointing and frustrating. Even one of the manager had a very no respectful attitude. This is the third time I tried to solve the same issue with my laptop. I brougth the full Best Buy membership and the manager told me I need to leave my laptop 2-3 weeks to send it to another Geek Squad store to fix the issue. This is insane. I need this laptop everyday for work. They were unable to provide me with a solution, no additional laptop, no solution at all. I will cancel my membership with Best Buy and never buy any other item with them again.

- Incegrid Vidal Ricourt

Proceed with caution when taking your device to this store. I brought my laptop in for an initial repair and upon picking it up, my keyboard wasn’t working. The worker helping me denied responsibility and it wasn’t until I spoke to the manager that a few options were presented to me. It’s been a month and I still don’t have my laptop or really any idea of when or if I will get it back.

- Elizabeth Adams

Jose, over at the Hialeah, FL store, did a great job assembling the upgrades i requested on my 6 y/o gaming desktop. I was told that it would take 2 - 3 days, so i was very surprised to here from him the very next day to tell me my PC was ready for pickup. The parts i upgraded were the MB, CPU, RAM, air cooler, PSU and added an m.2 ssd. Everything turned out in working order. Just make sure you always have them test your stuff there before you leave. I had two previously installed SSD`s on my PC and they were setup up in the wrong boot order. Good thing i`m not a total idiot when it comes to my pc and i was able to correct the problem. I was hesitant to take my pc to geek squad based on some of the bad reviews but took a chance since i bought some of the parts there. Also purchased the plan with the geek squad support so all work and future repairs would be no cost. Glad it all worked out.

- luis J.

Came in today with my sister and her Iphone 13 pro max. The glass panel on the back of the phone had cracked after she had been switching out an old phone case with a new one. We made an appointment online (with a recommendation from Apple themselves). The person who attended to us told us the repair would be 500 dollars to change the back panel (This was a bit strange to me seeing as we had the same issue not to long ago and had a secondhand repair place fix the issue for only 130 dollars). After agreeing and him doing some checks on the phone on his computer (which took roughly 10 minutes), he took it to a back area where he said he would check for water damage. 10 more minutes pass and he comes to us and tells us that “residue inside the phone from the previous repair had caused some damage to the screen on the front”. He also let us know that the new price would be 600 dollars to repair… After agreeing to that, he went to check for parts to see if he could repair it within the hour and 5 minutes later came back and told us that not only did they not have the parts but also that they would not repair it and told us to go to an Apple store for the repair and “hopefully” get the same price. I requested the phone back in order to take it elsewhere. Sure enough the Geek Squad employee bring my sister’s phone back with a 4 to 5 pixel wide white line going from top to bottom of the screen (which wasn’t originally there when we brought the phone in). I don’t understand how something like this could even happen when Apple themselves recommended this place for the repair. I feel that whoever was doing the repair in the back area doesn’t even want to take responsibility for the now damaged screen. Blaming the damage on “residue inside the phone from the previous repair” just does not make sense to me as the phone worked perfectly fine before we brought it in for the repair. If they weren’t confident in their ability to make the repair, why not just say so and save us the 25 minute wait? It's funny to think we came to get a part of the phone fixed that is purely aesthetic and left with damage to the actual useful part of the phone.

- Raymond Tejera

Understocked, understaffed and under-attended. I could find by myself the item I was looking for, not thanks to the store staff

- Sergio Ivanov