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Posts: 1
Registered: ‎01-09-2019

Geek Squad Repair Complaint

I dropped my laptop off for repair on Dec 28 and was guaranteed repair and return by Jan 14. I waited 4 business days minus the holidays and still had not received any updates so I called the store and after being placed on hold several times with no answers and waiting for an over an hour I was informed that my device had not even been shipped yet. It was soon labeled for shipping and took until Dec 8 around 10 am to say it was delivered. I inquired earlier today, almost 2 entire business days later, to make sure it was on track and got no answers from anyone I spoke with. I am in a Doctorate program for a medical profession and rely heavily on my laptop and it is quite frustrating when it was made very clear that it was a time sensitive matter and no one that I talk to can answer anything pertaining to the time frame or status of my repair that was guaranteed to be fixed and shipped back to me in 3 business days minus the weekend.
Posts: 1,915
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Registered: ‎08-08-2017

Re: Geek Squad Repair Complaint

Hello chadwilliams8,

 

Welcome to our forums.  As a student myself, I know how important it is to have access to my computer and files on a regular basis to complete assignments and study for upcoming exams as my busy schedule allows it.  I can understand your frustration after waiting quite some time and not seeing the desired updates with your repair status.

 

Please know Geek Squad cannot guarantee a completion date for repairs as all products dropped off at a local store are entered into a queue for service on a first-come, first-serve basis.  That means if ten devices were awaiting repairs when you dropped your laptop off, it would be added to the bottom of the queue and thus be the eleventh device to be serviced.  I apologize if there was any backlog that prevented us from servicing your device as quickly as you expected.

 

While I can’t guarantee anything, I’d be happy to take a peek at your service order and make sure things are moving along properly.  In order for me to do so, I’ll need a few pieces of information from you first.  When you can, please send me a private message that includes the following:

 

  • Your full name
  • Email address
  • Phone number
  • Geek Squad Service Order number
  • Customer Service Pin from the bottom of your receipt (if you paid for services up-front)

 

To send me a private message, just click on the blue button in my signature below labeled “Private Message”.

 

I look forward to hearing from you.

Sam|Social Media Specialist | Best Buy® Corporate
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