09-20-2021 05:57 PM
Here is a summary of my experience following the Geek Squad's basic setup of a new PC purchased at the Best Buy store located in Hawthorne, CA:
I turned on my PC to find that a Geek Squad member (with the initials MM) already established a Microsoft Account, and used an "...outlook.com" email address instead of the email account that appeares on my service order claim check. Neither the receipt, nor the service order claim check indicate what password was used to establish the account. In addition, the Geek Squad member who performed the basic setup entered an incorrect key code needed to activate MS Office on the client copy of the service order claim check.
Sept. 20 11:50am PST - I contacted customer support, shared the issue with three different representatives and was placed on hold from 11:55am to 12:17pm, at which time I hung up.
Sept. 20 12:23pm PST - I went online and chatted with Agent Sayed, who had no advice to give me on the MS Account the Geek Squad established on my behalf, but provided me with a link to a logmein123 applet link, asked me to click on it to download and open the applet. Agent Sayed informed me that the current wait time was 3 hours. but I should leave the PC on and the applet open. Upon opening the applet, I received a message that my request expired and I would need to download the applet again.
Sept. 20 1:25 pm PST - I received a call and voice mail from the Geek Squad. The voice mail contained 3 minutes of on hold music.
Sept. 20 1:44pm PST - I called customer support, and spoke with an agent who hung up.
Sept. 20 1:47pm PST - I called customer support and followed the IVR instructions to access bestbuy.com and enter a security code to download another link to the logmein123 applet. I was informed the wait time was 33 minutes. I successfully downloaded and opened the applet.
Sept 20 2:23pm PST - Agent Andre contacted me and after explaining the MS Account issue and the MS Office key code issue, Agent Andre was able to confirm the key code provided on the service order claim check was incorrect, and provided me with the correct key code. I attempted to use the key code via my own MS Account, but received a message instructing me to log into the MS Account associated with the key code. Agent Andre searched for any information that might include the password used by the Geek Squad team member at the Hawthorne location, but the documentation did not include any helpful information. I attempted to reset the password of the ficticious MS Account, but was informed the information provided was insufficient for restoring the account. After exhausting all measures to reset the MS Account, Agent Andre suggested that I box up and take the PC back to the Hawthorne store so that they could attempt to resolve the issue.
Apart from Agent Andre, I'm very disappointed in the Geek Squad's ability to perform a basic setup of a new PC, and the level of customer service I received today was to put it mildly, less than satisfactory. In conclusion, I will not rely on the Geek Squad to perform any future services, and I will share my share my poor experience with family, friends, and on social media.
09-21-2021 12:36 PM
Good afternoon, mcnessa,
Welcome to our community forums and thank you for taking the time to let us know about your recent experience with the Geek Squad. I know that setting up a new TV isn't always the easiest process so I can understand your disappointment to encounter difficulties when trying to get assistance from these Agents. I appreciate you providing your feedback so we can continue to improve the Geek Squad experience in the future.
I'm disappointed to hear that this may impact how you get assistance in the future. Is there anything I can do to assist you at this time? Please let me know, I'd be glad to see how I may be able to help.