Add Product

Search Results:

Reply
New Member
Posts: 2
Registered: ‎06-06-2018

Geek Squad Is a Joke, Horrible Experience

[ Edited ]

Hi!

 

Let me preface this by saying I've always thought of the "geek squad" as a super high-tech group of folks, who could fix my computer, or at least point me in the right direction.

 

That being said, I've had the work customer service experience with this group of people. My problem started April 26, 2018 and has yet to be resolved.

 

4/26/18 Service Order # {removed per forum guidelines}

Hattiesburg, MS

 

My fiancé drops off my Dell Inspiron 3459 All-in-one with a cracked screen. It fell off my backseat in transport and landed on the corner, which caused the screen to separate from the computer. He was given a print out of his service request, told it would take about 2 weeks, and we would be notified via email, or either of the TWO phone numbers he provided about a cost before they proceeded.

 

May 2, 2018

We haven't received a phone call or an email about approving any amount. We are approaching the date of completion. Fiancé calls the store and is immediately directed to the automated service where he requests to speak to an "agent". "Agent" tells him that they're waiting on an approval amount of $430.92, to which he verbalizes his approval and asks why no one has tried to call us and let us know. "Agent" has no answer.

 

May 3, 2018

Check portal online with service #, states parts have been ordered, all is good.

 

May 10, 2018

Check portal online with service #, parts still being ordered. After speaking with another "agent" it's discovered that parts from Dell can take up to 10 days. Annoyed that NO ONE called to give us this information, but understanding, all is good.

 

May 25, 2018

Check portal online with service #, "please enter valid service #" is the error code given. That's odd. Speak to ANOTHER "agent" and we are told that they don't know why it's not here yet. They can't tell me anything in fact, because they are just dispatch(??) and I should call the store.

 

May 26, 2018

Call the Hattiesburg, MS location and speak to Matt. Matt tells me that he ALSO can't tell me anything except that the parts are ordered. And there is no possible way to get ahold of the service center. No email, no phone, no smoke signals; nothing. A manager will call me back.

 

May 29, 2018

Call the Hattiesburg store and speak to Josh. Explain the situation, explain that no one has called me to let me know anything. Explain that WE had to call in and were then informed

 

May 31, 2018

Call the store again and speak to Aaron. Aaron is lovely. He is sympathetic, and he is understanding of why we are so frustrated. Aaron is amazing. He understands that I don't care how long it's going to take. I just want someone to talk to me and let me know. He says that there is no number to the service center, but he has found a form that escalates the need for information and someone will be in contact with me in ONE business day.  It's Thursday at like 8pm so I tell him I will wait until Monday. One more time, Aaron was awesome.

 

June 4, 2018

We receive an email (FINALLY) that our order is being worked on and we can click to "track" the progress. Progress bar states that the order is completed and that we should wait on tracking information. You know what? It's not a phone call like Aaron promised me, but it's some sort of contact.

 

June 5, 2018

Tracking info states it will be in the store tomorrow.

 

June 6, 2018

Tracking info states it's been delivered. When I get to the store Matt is there again and retrieves my computer from the back, after confirming it was in fact a computer and not headphones 3x. He unboxes and there's masking tape across the front. I think, "okay they put tape across the front to show me where the crack was, whatever" but I immediately notice that there's ANOTHER crack on the screen, which I point out to Matt. "You sure that wasn't there before? Did you tell them to fix THAT crack?" Shut up, Matt. "It doesn't look like it's fixed at all", he says. He looks in the computer and confirms HIS notes state the computer wasn't fixed, because the parts couldn't come in. NO ONE FREAKING TOLD ME THIS THE 5 TIMES I CALLED. So now I'm MAD. Matt can't seem to shut his mouth and keeps making excuses as to why no one would have called me. "Well, it's noted here." "Well we usually look at it before we call someone to come get it." I was then given a piece of paper with a $35 bill on it, to which I informed him we would not be paying. I signed where he told me to sign, declined his offer to box my computer, and left.

 

I am so disappointed in this whole transaction. I was under the assumption that my repair would be handled in a timely manner. I'm disappointed in Matt, and Josh at the Hattiesburg location for their poor customer services, and I would like to lift Aaron for his empathetic attitude. He is the only one in this whole deal who made me want to patiently wait.

 

I want a phone call from someone not at a call center, and not at the Hattiesburg location. I want the District Manager to call me, you can contact me at the number on the service order. I want an explanation on what happened. I want an apology. And I want Aaron to get a pat on the back.

 

I'm just one customer, so saying I'll go out of my way not to use you again probably won't do anything. But I expected a higher standard from your guys.

 

I'll be waiting on my phone call.

 

Posts: 1,101
Topics: 36
Kudos: 76
Solutions: 35
Registered: ‎11-04-2014

Re: Geek Squad Is a Joke, Horrible Experience

Hello Elizabeth2

Welcome to the Best Buy forums and its sad having you join us on the forums for this type of service as sending out items for repair Generally our customers should be kept in the loop and given some sort of communication. I used to be a Geek Squad Agent for about 3 years and in my time there these things do happen generally repair agents not updating que on service order or items being lost etc.

For this issue did you by chance talk to the Geek Squad Manager? If not I would highly recommend doing so and see if anything can be done to help you out. Having a District manager contact you would be a 0% chance of happening as they do not deal with these sort of issues. A moderator should be around to contact you and look into the issue further to see about sharing your experience with the store and document your feedback with corporate along with seeing about any other options for you.

Once again I would highly recommend talking to the Geek Squad Manager otherwise feel free to wait for one of our moderators to look into the situation for you.
The views that I post are my own and not that of Best Buy. ***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
Posts: 4,411
Topics: 26
Kudos: 371
Solutions: 239
Registered: ‎12-23-2016

Re: Geek Squad Is a Joke, Horrible Experience

Hi elizabeth2,

 

Thanks for joining us at the Best Buy Community forums, and thank you for taking the time to share this with us.

 

Like poprex911, I was a Geek Squad Agent myself before moving into my current position, and I’m very disappointed to read about the poor experience you had with your recent service. It sounds like our communication was not at all up to par.

 

As poprex911 said, our district managers are not customer facing, so I wouldn’t be able to get you in touch with one. What I can do, however, is take a look into your service order and document your experience so that we can use your feedback to help improve the service that we offer, and to help make sure that this doesn’t happen to another customer in the future.

 

To that end, I’d appreciate it if you could please send me a private message, by using the link in my signature below this post, with some service order details. Pleas re-confirm the service order number for me, and send along the phone number and email address associated with the order.

 

Sincerely,

Kyle R|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 2
Registered: ‎06-06-2018

Re: Geek Squad Is a Joke, Horrible Experience

I have already spoken to the geek squad manager. His name is Matt and he was no help at all.

 

SOMEONE should be giving me a call. ASAP.

Posts: 4,411
Topics: 26
Kudos: 371
Solutions: 239
Registered: ‎12-23-2016

Re: Geek Squad Is a Joke, Horrible Experience

Hello again elizabeth2,

 

We here on the Best Buy Community forums are set up to communicate via social media rather than the phone. Like I said earlier, I’d be happy to take a look into this service order for you. I’d just need you to send along that information I requested in my previous message.

 

Sincerely,   

Kyle R|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!