Geek Squad

Apple had us take our iPad to Geek Squad in Huntington, WV for help with getting it to charge. Geek squad told us there was no damage to the iPad, that it was likely firmware or the port and that they needed to send it to Apple to repair. I have the paperwork stating there was no damage at drop off. But now, Apple is saying there is and we need to pay $350 due to “damage”/ the iPad being bent. It had been in a case up until being handed over to geek squad, I’ve been trying to get someone on the phone and have been on the phone for 45 minutes, transferred 3 times only to be hung up on.

- Aly Dyer

I had a walk-in consultation with Quinton at the Barboursville, WV store and he was excellent. He assisted me with computer and iPhone security issues. He was professional, knowledgeable, and seemed to genuinely care about my concerns. I have been a TotalTech member for many years and I always have received excellent service from The Geek Squad.

- Laura McDanald

Geek squad manager “shane” is useless and needs fired. Said he wasn’t there and knows nothing about the situation. We’ve drove 40 minutes from greenup ky 4 times to have the phone repaired and had scheduled 3 times out of the 4. Today, which was the 4th time, they said they sent the part back when the other manager had given us a receipt and scheduled date to come back the time before. So fed up with the geek squad, completely unorganized, unprofessional, and the manager likes to put his hand up and make nice face gestures at unhappy customers lol

- Jeremy Martin

I would like to use my time to give Marcus a review. He was exceptional took his time and very funny. He actually stayed extra hours to make sure my iPhone got backed up. Thank you, Marcus. Also, I would like to take the time to thank Quinton he was very nice and had a confident yeah gentle demeanor. He’s pretty cool he went above and beyond to help me out. Awesome thank you Quinton.

- Ollin Agner

Initially, I rated Geek Squad a 5. Every step of the iPad repair process was explained. The technician explained to me how easy the transition would be with the SIM card. All related information was placed in my own customer folder. E-mails and texts were provided at each step of the way. The estimated return date was spot on. I made an online appointment which was met timely, as well. There was some issue with uploading my iCloud information; yet the technician remained positive and tag teamed another technician. There were other items I wanted to purchase within the store. The technician voluntarily and happily brought my items to me without my having to locate them within the store. EXCELLENT CUSTOMER SERVICE!!!! I had no issue paying the $12 to get my screen protector installed. He did an excellent job! For this Geek Squad 1 rating. I was having issues with my cellular, only to find out that my SIM card had not been inserted back into my iPad. FYI....You cannot get directly to the main Barboursville (WV) Best Buy Store or Barboursville (WV) Geek Squad. Even though the number is local (Area 304) you always go through a long awaited call center. Which, is no problem, if you can get your issue resolved. I shared with the polite call center agent the issue. All four times, I was told that I would be routed directly to the store. Upon no one answering the transfer from both Barboursville Best Buy and Geek Squad, my call only routed back to the call center agent. To obtain direct communication, I had to travel miles to the store. No issue. To make a satisfied customer, I only needed my SIM card. Like I shared earlier, a customer folder was created. I was pleasantly greeted upon arriving through the Barboursville (WV) Best Buy doors. GREAT! There were two technicians standing around talking with zero customers there. I was quickly asked if I could be assisted. I explained my issue (unfortunately, it was not the technician that I initially spoke with upon my first repair visit. I sincerely believe that he would been better interested in my issue.) The technician immediately told me that they don't expect SIM cards to be in iPads. REALLY? I thought. The initial technician recognized it had a SIM card and shared it would be reinserted. Is this a training issue or just wanting to get back talking with the other technician. I asked him if he could check my customer folder to see if it had possibly been placed in there. He immediately told me no. They don't have folders. It would have gone to Apple and discarded. He instructed me to go to the Best Buy Mobility Support desk and they would wipe me a SIM card. No problem? Well, that didn't work either. I was directed to go to the mall's cellular store, which wasn't able to assist me. However, the directions to find the location was spot on and I appreciate it. To date, I am waiting for my SIM card. My greatest issue is that the technician 'blew off' my issue as if no problem. The technician needs to be trained in supportive customer service and empathy to the customer's needs. To date, I wonder where my SIM card is in the Barboursville (WV) Geek Squad. With so concern from the technician or even an attempt to look or assist, I will never know. While Geek Squad is a good service, I do not recommend the Barboursville (WV) Geek Squad unless you are fortunate enough to give the one I dealt with initially. VERY VERY FRUSTRATED CUSTOMER!!!

- Shelia Hall