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Posts: 1
Registered: ‎07-10-2019

Geek Squad Formal Complaint

I called Geek Squad to set up an appointment to have my TV repaired on 6/29/19, as my 8 month old TV has not been working properly and the screen has been freezing and not permitting us to watch anything.  At this time, I was told that a part would be ordered prior to the appointment to ensure that the TV could be fixed during our scheduled appointment on 7/6/19.  On 7/6/19 at approximately 7:30 AM, I received a phone call from the technician stating that the part did not arrive on time and that they would continue to track the part throughout the day, but most likley would be unable to repair the TV that day.  I received a follow up call at 11:30AM during which time I was informed that the part would not be arriving and they would be unable to come for the repair as scheduled.  I inquired as to when the appointment would be rescheduled for and the technician told me that he put a follow up in for the following week, 7/13/19.  He additionally told us to contact Geek Squad during the week prior if we would like to see if the repair could be done sooner.  My husband contacted Geek Squad on 7/10/19 and was told that there was no appointment for us in the system for 7/13/19 and that the next available appointment was 7/18/19.  This has now left us without a television for close to 3 weeks.  As a result, we have had to move our baby and all of his belongings into our bedroom, as we cannot utilize our family room.  It is completely unacceptable and unprofessional to be told that someone would be coming to our house a week later and then to find out that no appointment was scheduled and that nothing could be done to rectify it.  Had my husband not called today to request an earlier appointment, I would have wasted my entire Saturday sitting at home for no one to arrive.  I think it is unacceptable that nothing can be done to rectify this situation sooner and this makes me want to shop elsewhere in the future, as I feel that it is ridiculous to have to wait 3 weeks for a repair.  I am extremely disappointed in the service at Best Buy and will make sure that friends and family are aware of the poor customer service. 

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Registered: ‎08-21-2017

Re: Geek Squad Formal Complaint

Hi there, Dannid89,


Thank you for taking the time to visit us here on our community forums and writing to us about your experience with the Geek Squad. I know that having your TV go out can be a major inconvenience and I know if I were in your shoes I would want to get this repaired as quickly as possible. I know how dificult it can be to set time aside for appointments so I can imagine your surprise to discover that this appointment wasn't actually scheduled. I would be happy to see if we can do anything to assist you with this repair. Can you please send me a private message with a bit more information? I will need to confirm your:


Full name

Email address

Phone number


To send a private message please click the button at the bottom of my post. I look forward to your response so we can continue to research this for you.

AndrewB|Social Media Specialist | Best Buy® Corporate
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