Best Buy

Reviews 3

EL

Elyse Beine

I try to focus on writing positive reviews because I feel like companies do not get enough positive feedback these days. However, my personal experience with the Geek Squad at this Best Buy has not been positive. I went in about three weeks ago to have my Mac laptop fixed as the keyboard had stopped working. They said it would take a few days to send the laptop to their service center, diagnose the issue, repair, and send back. About a week and a half ago, I received an email confirmation that my device had been picked up by me from the store which had not occurred. I called the 800 number and they were extremely helpful and told me what I needed to know and to follow up with the store to find out why the order status had been marked as picked up and closed. I called and was transferred back and forth between the front desk and geek squad four times before the front desk asked to take my name and number and someone from Geek Squad would call me back. After no one called me back within 24 hours, I followed up and then waited three calls to connect with someone in the Geek Squad department. I was then placed on hold for eleven minutes while someone "searched" for my order request. They realized because it had been closed they were not able to pull it up as easily. When they finally tracked it, they told me it had been closed which I told them I was aware of and had spoke to the 800 number about the issue. I told them I had not picked up my device and that someone must have accidentally closed out my ticket and I wanted to know what was going on. They told me they would re-open the ticket which essentially they did not do. They initiated a new ticket of which I was not aware of until I got a new email regarding my device had finally been diagnosed. Three weeks later. I called in today to authorize the fixes and once again called in and had the front desk transfer me to Geek Squad twice who ended up hanging up on me after asking for my name. I called back and then was transferred to Geek Squad again as the guy on the other end tried to figure out how to answer the phone - I went between ringing and music three times before the same guy picked up the phone. Perhaps, phone training should be included for new employees. I then waited on hold for six minutes while the Geek Squad employee tracked down my work order confusing the closed ticket for the open ticket and taking me through this whole ordeal again. I really hope that they are able to pull things together at this location because I have never had an issue with Geek Squad at the two other locations I have used for their services. My family is repeat customers and buys almost all of our gadgets from Best Buy and uses Geek Squad for protection plans and services. This location needs to step up their game.

ME

Metro Milwaukee

I am writing this as a special article about my experiences with the @GeekSquad at @BestBuy. About 12 months ago I had to make a claim with my geek squad protection service and after waiting about a week to receive my used refurbished phone I was unpleasantly surprised to make the trip to the store only to be given a replacement phone not only in worse condition than what I already had but the phone would not even turn on. They first figured it was dead so they plugged it in. As they all stood around waiting both the Best Buy store associates and a manager continued to attempt to turn it on. Then after about 10 minutes they asked a couple of the geek squad employees to try. Two of them scratched their head and one finally said and giggled “That is a bricked phone”. After about an hour of being there I was given an option. I could either have them start over the claim and they would again put in another order for a used and refurbished phone in hopes that I would receive a working phone this time or I could pay and upgrade and extend my contract in order to leave with a working phone. I chose the later. Now fast forward to Dec. 27th 2013, I am plagued again by a phone that barely works or functions and I take it in to the Geek Squad and they tell me how the last experience never happens and that this is such a fast and efficient that they call it “RAPID EXCHANGE REPLACEMENT” so I agreed and he had told me this would be quick and painless….. Today is January 4th 2014 and the @GeekSquad at @BestBuy still does not have any more insight or information on the status of my RAPID EXCHANGE today as they did the day they began. I was told I would only have recourse if 14 days have passed in which they would be force to give me a new phone. So basically I just have to pay the $198 a month I am paying for a service in which I cannot use the phone so lets estimate the waiting of 14 days costs me nearly $100 of service in which I cannot use the service and wait. I have roughly 6-8 hours of my times calling Best Buy at both a local level and beyond, the Geek Squad both at the store level and main office, and countless emails…… and the best to date I have been given is that it is PROCESSING…. the same status it was given the moment the claim was started.

AN

Anthony Krawczyk

In the past this store was amazing 5 star service to me but the past few visits I feel have been worth being mentioned. I used to work at this store and I can say that it was amazing and I loved it! That also makes me aware of a lot more of what else goes on tho and what the expectations are of the staff. My last 2 visits had not been great. Last visit I bought my DSLR camera for my wife. I didnt know anything about them so I got the 500$ deal one but the young lady that helped me also didnt seem to know anything about them....why is this one here only 190$? Its not as nice you cant control the picture as well....basically how the conversation continues so not impressed. Cameras great tho. The 2nd visit here I was looking at appliances. Here I was particularly disappointed because I was looking at a mid to higher end set of over the range microwave, convection oven and refrigerator side by side. I told the sales associate that and told him I knew nothing about them and asked if he could educate me on them. Bottom line is he didnt and he didnt show me all the options or features of ANY pieces I was looking at. He seemed wildly more concerned with dropping me and letting me look on my own so he could go back to the center and chat with his friends there.....bottom line is I spent 3500$ (same price as Best Buy and everyone else could do for me) somewhere else because I felt I was being treated as a bother wasting his time. I cannot believe how much that store has changed in the years since I worked there. I will likely not be making any more purchases from Best Buy because I get better customer service online.