09-18-2021 12:15 PM
The Geek Squad process to schedule a service call is ridiculous. After waiting on hold for 25 minutes earlier this week, the record of our $5,500.00 purchase could not be found in the "system", so I was told to go to the store. I go to the store; record is in the system, but I must call Geek Squad to make a service appointment.... WHAT! So, I called Geek Squad, waited 40 minutes online, our purchase record was found but "the system" won't allow a service appointment to be scheduled because I did not have the serial number.... ARE YOU KIDDING! I had the model number. An appointment can't be made, and serial number added later...RIDICULOUS. Geek Squad equals lack of customer service.
I have been a loyal BB customer since they opened in Tulsa, but the lack of customer focused service is sad and not what BB was built on.
09-20-2021 10:58 AM
Welcome to the Best Buy Community Forums!
I appreciate you taking the time to share your experience. Having a Geek Squad Protection Plan to cover your purchases is supposed to make these types of situations simple, and we always expect our employees, from top to bottom, to conduct themselves as professional as possible in every situation. I would just as upset if this happened to me.
Let me look into this further for you. First, I am going to need some more details from you. Please, send me a private message by clicking on the blue "Private Message" button next to my signature. Send the Customer Service PIN off your receipt or order number for the original purchase, your full name, phone number, and e-mail address. I look forward to hearing back from you so I can continue assisting you. Let me know if you have any other questions.