Geek Squad

My complaint isn’t so much on the store itself or the employees. It is more of a geek squad online/phone customer service issue. The nearest geek squad is about 45 miles from where I live and so I figured I’d call geek squad for an online quote and after no luck and constant reassurance from them to just drive to your nearest store and make an appointment & I would have all my questions answered. Well, after driving 45 miles to my nearest Best Buy and waiting in line, I was then told that I needed to send my laptop in and pay an additional $80 for shipping to send it. I would find out what the issue is and I would get a quote. Had I’d known all of this? I would have not driven 45 miles to my nearest Best Buy. I strongly believe that geek squad needs to add an online consultation and quote center so that people don’t waste their time driving 45 miles just to get offered no solution. A simple phone call Could have told me that I would need to pay $80 and ship it to the repair center. I am now two hours of my day wasted with absolutely no help. Also feel like yall should send me some gas money for this wasted time.

- JorgitoTv

They did not answer the phone. I waited on hold for over 5 minutes. Go in person. They cannot repair Galaxy devices.

- Grant Tavarez

If I would have worked with Heather from the start I would give 5 stars. She was absolutely amazing to work with. Called when she said she would and got a solution fast. However, when she was out I went 3 times to try to get my phone fixed. The first day I had an appointment. I got there and was told she was sick to come back in the morning. I came back and left my phone for 5 hours without hearing anything. I went in person (because calling goes to a person that isn’t in the store) to find out heather was the only person able to work on it and she was still sick. I tried again the next day. Waited in line (2 other people) for 45 minutes just to be told that heather wasn’t there again and they were supposed to call me to tell me that. They didn’t.

- Amber Mercer

I spoke with a couple of employees, so each time I went into the store, I had a different experience. So it really depends on who you get! I made an appt through the website for a phone repair. (To be honest, I mentally and financially prepared myself to spend however much it took) . However, the first gentleman at the register spent a couple minutes looking through my phone and said that I still was eligible to sign up for something called apple care. He said apple care insurance would bring my cost way down to get my phone fixed and also have insurance on my phone for whenever I need ! I didn’t know this information before hand so I was very glad that he told us this great option for me to choose from! He saved me money, and appreciate him for being so resourceful ! So I purchased the insurance, and had to came back the next day because the insurance takes 24 hours to go through, but this time, I got a girl employee. She gave me an option of keeping my old device or leaving it with them. so I kept it. The next day, I received a message saying my phones ready for pickup. I go to pick it up, and get the manager. I told her I was there for a pickup, she asked for my old device, ( which the girl I was previously talking about gave me the option to keep my old phone or leave it with them and mind you, it it’s totally destroyed like there’s nothing you can do with it lol) so I explain to her that the previous lady told me to keep it so why do y’all need it if y’all gave me the option to keep it , plus when y’all texted me to pick up my phone why don’t y’all have a “ please be mindful to bring old device with you as well” or something?! It truly doesn’t make any sense because at the end of the day you still need the old device to overall complete the process. So why give the customer an option to keep it if it’s needed to complete the process? the manager said it was “ common sense” to know this ?! LOL. which it’s NOT when it’s your job to educate us on stuff we don’t know, manager needs an attitude adjustment and to stop speaking to her customers like she’s above everyone else just because she knows a little more stuff about them. She should be glad I didn’t catch her name and file a complaint on her.

- Elizabeth Giral

We have never had a bad experience here. They have always had appointments within reasonable time. The staff is very helpful and knowledgeable!! Heather is the best by far!! She was SO friendly and the biggest help when we had a small issue that was finally figured out and she fixed it!!

- K Grainger