We purchased a wireless router and usb at Best Buy a month ago and the gentleman at the store who sold us the equipment strongly urged us to have Geek Squad come out and install it for us. After installing the USB on my wife's laptop the "agent" told my wife that my desktop could not be networked with the laptop due to a virus on my desktop. Fine. We didn't need the computers to be networked. No problem.
A few hours after leaving our house the laptop kept loosing its connection to the internet. My wife called Geek Squad. They said an agent would call her back in 48 hours. 5 days later still no call back. She called them back again. They told her they had the wrong phone number for her and then informed her that our warranty would not cover a visit because we had a virus on the computer. She told them there was only a virus on the desktop computer and not the laptop. Geek Squad made an appointment for an "agent" to come back out and see what the problem was. One week later, the day of the appointment, no agent.
She called geek squad again and asked why no agent had showed up. They told her they had the wrong number for her and that our warranty didn't cover another visit anyway. After waiting on the phone for 45 minutes to speak with a manager she was connected to the original incompetent agent who came out and he told her our warranty didn't cover him coming back out because there was a virus on the desktop computer.
Even if this were true, they still could have called to let us know they were not coming out. When questioned about this they said they had the wrong number for her. This is when I stepped into the picture and called demanding to talk to a manager. I was never passed along to a manager and was given the run around until I ended up on the phone with yet another "agent." This agent assured me our warranty should not be an issue and told me he'd give my number to a competent agent who would get right back in touch with me. This was a week ago. No phone call.
I just called the agent back today and he told me they must have had the wrong phone number for me. Sound familiar? I think this is the excuse they learn in their training to try and cover up the incompetence that clearly runs through their entire corporation.
It's been a month since we originally purchased the equipment and my wife's laptop still has no internet connection and surprise surprise not one person has called us back. Their customer serice is a joke. I would describe it as unbelievably bad. If I ran my company the way Geek Squad runs theirs I'd be out of business in a manner of months.
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