Best Buy & Geek Squad
Idiot employees

This review is for the store and mainly the tech support toll free number for Geek Squad.

In 2009 I purchased an HP laptop computer for my home business. I wanted the complete coverage so that I would not be without my computer. This coverage included hardware, software, remote support, in home service and if needed in store which would put me ahead of all other repiars.

The first year the service was very good but then after that it kept going down hill. Nobody knows what is going on. Every person kept telling me something different about my plan. Some told me that this plan expires April and others April.

In the last 6 months I have had the DVD player, power supply, battery replaced under warranty.

2 weeks ago I had a problem of it shutting down and not wanting to restart and it was dangerously hot to the touch. I called support and was told it sounded like the mother board and I should take it down to the store. Next day I did that and worked with agent Jesus. He says the paper trail shows that warranty expired 2011 and I reinterated about the recent service and call that said it was in warranty. Told him to call toll free number. He did and they researched it and said that since they had honored all my replacements and had been told I was still under warranty that they would take care of it this time but needed authorization. Jesus said that it would take about 48 hours to obtain. I told him call me when you get it and I will bring computer back at that time.

Waited 9 days and no call.in mean time my friend found the problem with shutting down and it was remedied. But there was still a few more problems and he said it could be the firmware. So again I made the dreaded call. Talked with agent Kimequa who told me since it was still in warranty he could order an in home service call as there would be no charge since I have this service. This was on April 27th and he scheduled this for the 30th between 8am and noon. ALso said I still have the free virus removal and suggested that I use it now.

Dropped it off at store on 4/28 hoping to pick it up the next day with these instructions. Figuring that it would be ready the next day I left it.

Then on 4/29 I noticed that on the email confirmation for the service call they had the wrong address so I call to correct this.

I called store 4/29 and it was not ready and not sure if it would be by end of day. I called the toll free number and was told the appointment had been changed to 5/1 between 8am and noon. I was not the one who changed it and they had no idea how this happened.

4/30 computer is still not done. Say there was a lineup for repairs, etc. I tried to explain that I paid extra for service to go ahead of all others. They didnt know what I was talking about. I told them once again that I was having in home service the following morning and asked when they open so I could pick it up. They do not open until 10 am.

I again call toll free number to reschedule for 12 to 4pm.

Today (5/1) I call store at 11am to find out it will not be ready until very late this afternoon. Remind them again that tech will be here shortly and get questioned by Stephanie who says she will call me back in 10 min.

Wait 10 min and no call back. Call toll free number and get transferred around and wind up with Kristin in PCP Dept. I go over everything with her once again and she tells me that someone cancelled that appointment also. NOT ME!!! I just want to reschedule since it is still being worked on in store.

She also is not familiar with my plan that I paid around $500 for. She calls store and gets Stephanie on line. Nothing changes. Computer will be done later today but I cannot reschedule for the in home service as warranty expired 2 days ago and since SOMEONE kept cancelling my appointments they will not go by the original order date.

They somewhat tried to rectify this by offering me a $50 gift card.

This call took 95 minutes. Between all the other calls from 4/17 I have been on phone with them approimately 7hours.

I have been screwed, glued and tattooed by Best Buy and their Geek squad. I have within the 1 1/2 years spent thousands of dollars with computer components, large screen TVs and my laundry and kitchen appliances and am a Silver premium member. I had a bad experience almost 20 years ago with one of their stores and did not patronixze then again until 2009. I think I will part ways again once and for all with this business.

Company: Best Buy & Geek Squad
Country: USA
Address: E Camerback Rd Phoenix AZ 85016
Phone: 6022663400

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