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Posts: 1
Registered: ‎02-06-2021

Geek Squad Agent Rude and Disrespectful

[ Edited ]

Hello all, 

 

I am new to this forum. I just wanted to share a horrible experience with one agent (Agent {removed per forum guidelines}) from Geek Squad.

 

Brief background, I do have Samsung refrigerator with a Geek Squad protection plan. The ice maker stopped working so I called them, they came out and checked it, parts were needed and were mailed, tech will be back Feb 10th, free of charge, no issues there. Today, my refrigerator keeps tripping the circuit breaker. After some troubleshooting, I have confirmed it was the refrigerator. So I reached out to them thru the online chat and here comes Agent {removed per forum guidelines}.

 

Agent Sourav arranged an appointment for Feb 9th for the other issue (fridge tripping breaker). All good until I clarified that this is free of charge under my protection plan. Then here's what he said

        1. I only get a discount

        2. I get charged because it is a separate appointment

 

And..... he stopped responding to the chat. It did not end, it did not disconnect, just plain silence... like when somebody walks out on you. All of a sudden I get a call from Best Buy (1-800-433-5778). I was thinking, great... they want to talk to me directly to resolve this. 

 

        One hour and six minutes later... let that sink in for a moment... One hour and six minutes, I was still on hold, Agent {removed per forum guidelines} still not around.

 

Anyway, life goes on, I used another phone and called their number. Agent {removed per forum guidelines} helped me and fixed the issue. Agent {removed per forum guidelines} apparently did not know that my Geek Squad Protection Plan to my appointment so I will not be charged.

 

Moral of the story (in my view at least)

1. Be respectful to each other, don't walk out or leave people hanging on the chat and/or on the phone for one hour and six minutes.

2. Be honest, it is OK to say "you don't know" or I can get somebody that can help.

3. Train your staff. I am not trying to get anybody in trouble but this is the only way to provide feedback.

 

Thank you for reading.

 

 

Posts: 563
Topics: 29
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Solutions: 37
Registered: ‎02-08-2019

Re: Geek Squad Agent Rude and Disrespectful

Hello, mitchmaceda,

 

Thanks for reaching out to us to share your experience here on the Forums. I'm sorry to hear that you're having difficulties with your refrigerator, but glad to hear that you have Geek Squad Protection (GSP) to help out in this time. 

 

We pride ourselves on providing excellent customer service, and this certainly does not sound like the service that we strive for. While I'm glad you were able to work with another agent who could better assist you, I am saddened to hear about the first experience you had with our chat agent.

 

I would like to formally document this feedback here at the corporate office. So that I may do so, please send us a private message with your full name, email, or phone number and I can get started right away.

 

Best,

 

Meg|Social Media Specialist | Best Buy® Corporate
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