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New Member
Posts: 4
Registered: ‎01-21-2022
Accepted Solution

Geek Squad Manager Failure

We work from home, and upon returning a warrantied surface pro that was randomly black screening through the day, I was informed by the Geek Squad Manager at the Pearland, TX Best Buy that he could authorize an immediate replacement, or give us a equivalent gift card so we could replace it and be up and working asap, but in his words "It wouldn't cost me or Best Buy anything to do this, but I am choosing not to. I'm sending it for repair per policy and you may get it back or a gift card in 1 - 3 weeks."

Most of our technology comes from Best Buy, to include installs for many of the new developments we're constructing, but unless this is resolved in a way that allows us to resume work on Monday I will take all future business elsewhere.
Trusted Contributor
Posts: 2,709
Registered: ‎02-07-2011

Re: Geek Squad Manager Failure

I was under the impression they always have to send them in to be looked at by the repair center before issuing a gift card. (surfaces are considered disposable and are replaced rather then repaired)
New Member
Posts: 4
Registered: ‎01-21-2022

Re: Geek Squad Manager Failure

Sure, but being able to fix the situation imediatly, stating that he could at no loss, but still "choosing not too" and leaving us hanging for 1-3 weeks is rude and obscene
Posts: 977
Topics: 55
Kudos: 125
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Registered: ‎07-23-2018

Re: Geek Squad Manager Failure

Hello, rhosket,


Thank you for joining our online community. It is always a pleasure to welcome a new member. This is a great place to come to learn about new tech, interact with other users, and request support from our team of moderators. I understand that is never an ideal time for a regularly used electronic to fail. Our goal is to provide a timely resolution. Considering you work from home; I understand this is something you are eager to have resolved. Often, products must be sent out for a proper diagnosis. I apologize if this was not clearly explained. I’d love to formally document your feedback. I’d also be happy to check on the status of your repair if that would help.


You’re welcomed to send a Private Message, so I can collect the necessary information. To send a Private Message, simply select the darker blue icon, which is located across from my signature. Please include your full name, email address, and telephone number. I look forward to hearing from you.


Kind regards,

Sarah|Social Media Specialist | Best Buy® Corporate
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