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Posts: 3
Registered: ‎08-29-2016

Extremely disgusted by the Geek Squad service center

On March 1, 2017 I took my laptop into my local store #00516 because it would not maintain a charge. This laptop (purchased at Best Buy) was barely 2 years old and had never had an issue with anything. The tech at the store, Joshua, performed a diagnostic and called me that evening to tell me that it appeared that the battery was bad and would need to be replaced but it would need to be shipped to the service center. I told him to go ahead. On the 6th the servie center had performed their diagnostics and determined that not only was the battery bad, but the entire keyboard needed to be replaced as well at a cost of $317. I declined and asked them to send it back to the store as I wanted to get other opinions. I called the store on the 13th (7 days later) because although I was receiving updates via email my laptop was still sitting at the service center and had not been shipped back to the store (a full 3 business days later). Joshua once again helped me and sent an escalation order up the path to get my laptop back to me. It was finally shipped back and I picked it up this morning.


Today I took my computer into 3, yes, 3 other reputable and long-established local computer repair companies and ALL THREE ran diagnostics and told me the same thing - the only thing wrong with my laptop was that the charging cord did not have proper wattage to sufficiently charge it. Apparently I had inadvertently switched my son's laptop cord with mine after a recent trip and his cord is not powerful enough to charge my more powerful laptop. I took the correct cord with me and all three places checked it and it worked beautifully! None of them charged me a dime to provide this service which ended up costing me nothing in repairs. All three places were very surprised that Best Buy had either not checked the charging cord (which is apparently a very common reason that a laptop won't charge) or just willfully decided to attempt to rake me over the coals financially.


I feel that the service center was trying to scam me into paying for repairs I would not need and because of this, I will go out of my way to tell everyone of this experience and tell them to avoid the Geek Squad. While Joshua at the store level was wonderful to work with and I have no complaints about him except that he too did not realize the simple problem with my laptop.


You should be ashamed of yourselves!

Posts: 2,759
Topics: 14
Kudos: 181
Solutions: 162
Registered: ‎12-23-2016

Re: Extremely disgusted by the Geek Squad service center

Hi caseyj007,


Welcome back to the Best Buy Community forums. As a former Geek Squad Agent, I’m very disappointed to hear that you had such a poor experience getting your computer serviced.


In my experience, there can be many reasons for a conflicting diagnosis such as this. I’d like the chance to go over your service orders to see if I can piece together what happened, and so I can fully document this case so we can improve our service offerings.


Based on my experience, it is likely that you have two service orders for this, one for the in-store service and one from when you sent the computer out. If you could please send me a private message using the link in my signature below containing the service order numbers, I’d appreciate it.


Again, I apologize for the poor experience you had with Geek Squad. I look forward to hearing from you with your service order numbers so I can look into your situation a bit more closely for you.


Thank you,

Kyle R|Social Media Specialist | Best Buy® Corporate
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