I will never use Geek Squad again. I bought a replacement
DSL modem at Best Buy. When I couldn't get it to communicate properly with my
wireless router, I decided to take it back and get an all-in-one modem/wireless
router. The salesman convinced me that I would be better off letting Geek Squad
come out and do a $170 service call than spend $90 on new equipment (obviously
my first mistake, but I had an extended range router I wanted to keep. He was
very helpful in getting an agent out the same day. However, as soon as the
agent left, my equipment began to malfunction again. I emailed the agent the
next morning, Friday 12/12. I received NO response from him, so I called the
store that evening. The personnel at the store contacted the agent, then called
me back and said the agent would return between 8 am and 12 noon
the next day, Saturday. No one showed up and no one called. I went back down to
the store on Sunday, and they contacted the agent, who said he would be out the
following morning, Monday. He did come out Monday, and, after accusing us of
changing the computer settings, reset something to get it working. Within an
hour, it was not working again. I then called 1800GEEKSQUAD, and after
explaining all of this to one agent, was transferred to another agent and the
call got dropped. Argh!! I called back and went through it all again, and after
having me go through some diagnostic processes, they agreed to schedule the
agent to return, a week later, but suggested that I may need new equipment. I
went ahead and scheduled them to return on 12/23. Then I went back to Best Buy
to do what I had intended to do initially, trade for an all-in-one. I stopped
by the Geek Squad desk and asked for a refund, as I had received nothing for my
$170. They refused, saying they would send someone back out. I explained that
someone was already scheduled for the 23rd, but that it wouldn't be necessary,
because I expected the new equip would fix the problem. They checked on their computer
and said I had no appointment scheduled for the 23rd, or any other
time. I assured them I spent an hour on the phone the previous night with Geek
Squad, and that there was an appointment scheduled for the 23rd.
They assured me I was wrong. The agent talked to his superior, then to a store
manager, and still refused any refund. Said they would send a different agent
out. Again, I explained there would be nothing for him to do, because the new
equipment would solve the problem I was initially having. They insisted that
there would be no refund, that hooking up the new equipment would be over my
head, and wanted to send the new agent out. I finally said “whatever”. This was
on Thursday. Made a new appointment for agent to come out Sat. morning. Went
home, plugged in new equipment, problem solved. Saturday morning, believe it or
not, the agent called me and said I had two appointments scheduled, one for
Sat. the 20th, and one for the 23rd; which one did I want
to keep? I just laughed to keep from screaming, and told him to come on out. He
came in, looked around, I explained the situation to him, he said everything
was working fine, and he left. $300, 2 weeks hassle and no internet during kid's finals or for Christmas shopping, and I could have fixed it initially for $90. Never again will I subject myself
to these people’s incompetence.
