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Posts: 1
Registered: ‎11-07-2019

Geek Squad Run Around

October 3, 2019: Cracked screen on my Apple Watch.  Asked Geek Squad cost to repair.  They explained Apple replaces the watch but during the 35 min I sat there the agent quoted 3 completely different prices. They said that I could get a new watch for not much more money and I should do that.  I left because they seemed quite incompetant. I SHOULD NEVER HAVE RETURNED.  Called Apple and got the price of $400.  They said if I went back to Best Buy I would have a watch back in 3-5 days.

October 4, 2019: Gave Geek Squad my watch and paid my $400.  They said I would have a new watch in 7-10 days.  Found out that is because they didn't bother sending the watch to Apple for 4 days.

October 11, 2019: watch is ready for pick up except "they" sent the wrong watch.  Geek squad blamed Apple.  But tried to convince me to take the incorrect watch.  No thank you.  Found out later the wrong watch sent was ENTIRELY Geek squads fault.

October 22 2019: Stopped by Geek Squad to see if they had received the correct watch.  They had done nothing to rectify the situation.  Found out the agent who took my watch wrote the wrong serial number.  But now that they had the correct serial number Apple would send the correct watch.  They would put an escalation on the order. (So I was told)

October 28 2019: Told by Geek squad agent that Apple sent the wrong watch a second time.  However a different agent told me that was not true.  They said this was all Apples fault and that when Apple found my watch in their warehouse then something might be done.  They said it could be months for that to occur if the watch could ever be found.

November 7, 2019: Stopped by today to check up.  But after I found out that Geek Squad is doing absolutely nothing I said "Keep the watch just give me a refund."  They refused.  The manager is on vacation and nothing will be done until she returns.  "Escalation" and "investigtion" ongoing are their buzz words for "go away" 

This has been the worst customer service I have ever experienced.  I am out my watch which has incredible sentimental value and my $400 repair. 

Just a warning to other customers: DO NOT HAVE GEEK SQUAD for authorized Apple repair. 


Posts: 5,906
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Registered: ‎08-21-2017

Re: Geek Squad Run Around

Hello, Lise,


Welcome to our community forum. I appreciate you taking the time to let us know about your Apple Watch repair. As as Apple Watch user myself I know how I would feel if I didn't have my Watch for so long. This certainly doesn't sound like the typical process and I'd like to take a closer look in to this to see how we can best assist you moving forward. Can you please send me a private message with some more details? I will need to verify your:


Full name

Email address

Phone number

Service order number


You can send me a private message by clicking the blue button at the bottom of my post across from my name. I look forward to hearing back from you.

AndrewB|Social Media Specialist | Best Buy® Corporate
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