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Posts: 1
Registered: ‎01-22-2019

Geek Squad - slow service

I took my son's laptop to Geek squad to have the screen fixed.  The geek squad team member in the store said it would take 2-3 weeks to be fixed.  We're now at almost 5 weeks and the online updates have now disappeared and I can no longer access them.  I had to call the service number and a very nice individual tried to help me but it felt like she was either very new or hadn't received much training - she kept putting me on hold for long periods of time and then told me she was filling out an escalation form.  She didn't have any new information about why the repair had taken twice as long as it was supposed to take nor did she have any information about why I could no longer look up the relevant repair tracking information online.

This whole experience has badly eroded my trust in Best Buy and Geek Squad.  The associates are all very upbeat and glowing in their promotion of Geek Squad when they're trying to encourage you to spend several hundred dollars taking out a Geek Squad protection plan but when it comes to using the protection plan it feels like they are trying to make it as difficult and unpleasant as possible in an attempt to discourage you from actually using the plan in future.

My son has now been without his school laptop for 2 weeks and Best Buy/Geek Squad appear completely unconcerned about the negative impact they're having on my son's school work.  I shop at Best Buy partly for the customer service and support but if this is the type of customer experience they're going to deliver then it makes me think I should just buy all my electronics from Amazon.

Has anyone else had a similar difficult experience with Geek Squad and does anyone have any advice for how to receive an adequate response from Best Buy or Geek Squad to resolve an issue such as this?

Posts: 474
Registered: ‎09-03-2018

Re: Geek Squad - slow service

In my experience, these long delays are usually due to the service center waiting on parts for the repair. It is frustrating for sure and its even more frustrating not to have any more clarity on it. A forum moderator ought to be by to give an official response.

Posts: 3,031
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Registered: ‎04-18-2017

Re: Geek Squad - slow service

Good morning, User875222,


After you’ve stopped receiving any updates for son’s school laptop, I could certainly understand why you would register with the Best Buy forums to let us know about this!  I’m definitely wanting to see if I can share with you an update on what could be taking so long. 


Normally speaking, our community member, @SPOPATT, is correct in stating the service center is waiting for parts if it’s past the estimated time, but I’m wanting to check for you personally!  Please send me your full name, phone number, email address, Geek Squad Service Order Number. 


This should be everything I need to take a closer look into this for you.  Please send your information in a private message by clicking the blue button in my signature line below.  Hope to hear back from you soon!

JJ|Social Media Specialist | Best Buy® Corporate
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