Best Buy & Geek Squad Policies

[SkipnJen]

Customer Service 101 teaches that you should always give your customers an accurate estimate regarding delivery time and price. If you tell your customer it will take 3 days and $100 to fix something and it actually takes you 6 days and $300, you have failed Customer Service 101. On the other hand, if you tell your customer it will take 3 days and $100 to fix something and it is completed in 2 days for $98, you have passed Customer Service 101 with flying colors. Geek Squad has failed every time I have brought anything to them.

The latest repair I have brought to them has been waiting for a nonrefundable $70 diagnostic test for 6 days. A diagnostic should only take a couple of hours at most, especially considering the computer won't start. The estimated completion date was 3 days after I dropped it off. Day 6 is almost over and the repair status of the computer went from being checked in to being "In Repair" 4 days ago. The only time I've heard from Geek Squad is when I have called them, and then they don't have any answers for me except to say it's in queue.

Customer Service 102 teaches that if you are to miss your estimated delivery date or price, contact your customer before surpassing what you estimated and let them know. Provide them with the new delivery date/price and make them your first priority. Your customer should never feel left in the dark. Geek Squad has failed every time I have brought anything to them.

I have only given Geek Squad the power to work on my computers three times since 2006. The first time, I needed my laptop cleaned; it had just spent 15 months in Iraq with me and was filled with dust. They took it for over a week and charged me about $200. The end result was that when I got it back, it didn't look like they did more than wipe it down. A can of compressed air verified that as dust flew from the fan.

The second time I brought a computer to them was around 2007. They took the desktop for diagnostic testing. They called me with the problem fairly quickly (about 3 days) and an estimated repair cost... $300. Okay, I gave them permission to repair it. A week later I called them and was told they couldn't repair it because it needed to go to the manufacturer for repairs. I picked it up from the Geek Squad and contacted the manufacturer, who told me that the repair would cost closer to $500 and would take them a month. I trashed the computer and bought a new one - the one that's with Geek Squad today.

Three different computers, three different Geek Squads, two different parts of the country, same result. Geek Squad, I'm not impressed.

[hockeycanuckjc Trusted Contributor]

Welcome to the Best Buy community forums and thank you for sharing your Geek Squad experience and frustrations with the service. Someone from the community who monitors the boards will assign your case to a connector shortly. Please be patient until then

[Ryan-BBY Senior Social Media Specialist]

Hello SkipnJen,

After reading through your post, I was disappointed to hear that you have been having troubles getting our Geek Squad® to provide you with an accurate turnaround time frame or estimated cost to repair your computer.  I did see that you have had issues in the past with this as well and I sincerely apologize for any inconvenience this is currently causing you as well.

I would be happy to try and look into your current diagnostic for you.  I just need to gather some additional information from you.  I will be sending you a private message shortly.  To view you private messages, first ensure you are logged into our forums and click on the envelope icon in the upper right hand corner.

I look forward to helping you out!