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New Member
Posts: 4
Registered: ‎08-06-2020

Geek squad customer service is a joke.

I dropped off a laptop 7/21 was told 2 weeks for repairs. The last update was that it shipped 7/24 to the repair facility. No further updates the store said it should have been back or at least updated they said they would call me back and haven't. Geek squad support is a joke.

 

 

New Member
Posts: 4
Registered: ‎08-06-2020

Re: Geek squad customer service is a joke.

I never would have left my laptop if I knew the turn around time. I have a 9 month old laptop that the WiFi and Bluetooth stopped working after a month. I would have waited on repairs if they had been honest with me. Instead I’m waiting 16 days and they haven’t even said they received my laptop at the repair facility even though shipping shows it arrived 7/29. Geek squad phone support told me that “Brooks the store had my laptop that I needed to contact them.” Pretty sure I dropped it off at Best Buy. I looked at the tracking ad it says it arrived in Brooks KY... they support has no idea what is going on.
Best Buy Employee
Posts: 2,402
Registered: ‎01-09-2015

Re: Geek squad customer service is a joke.

Your computer arrived along with hundreds of other units, once they reach yours and get it on the bench there will be updates.  Brooks, Kentucky is the location massive Geek Squad repair facility and until it's processed there anyone you try to reach will have no additional information.

 

Not sure why you were quoted 2 weeks, that is the average turnaround time when things are 100% normal.  Right now 1. We're in that window right before back to school where everyone brings in their broken or misbehaving machines creating a slowdown.  It happens every year and  2.  The pandemic really slows everything down.  Parts are taking longer, each repair is taking longer due to mandatory disinfecting and cleaning of the machines and work spaces. Adding to that time is the sheer number of people working from home that are also sending broken or misbehaving computers in for repair.  

 

While I'm sure it doesn't help that you were provided with an incorrect estimate I hope I've at least provided some insight as to what is going on.  

I am a Best Buy Employee, but 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***
New Member
Posts: 4
Registered: ‎08-06-2020

Re: Geek squad customer service is a joke.

Yeah this doesn’t help the fact that I was quoted a time I was ok with and it’s a repair I could have and would have waited on.
Posts: 1,041
Topics: 56
Kudos: 165
Solutions: 63
Registered: ‎11-30-2015

Re: Geek squad customer service is a joke.

Hi, Drgnfly85,

Welcome to the Best Buy Forums! Thanks for making your first post.

It's understandable that you'd like to be without your computer for as short of an amount of time as possible. I'm sorry for any unexpected delays with your repair. Jdogg836 is correct that between the volume of repairs coming in and delays with parts, our service centers are experiencing delays at this time. Generally speaking, any updates should be available to you through our online Repair Tracker. If you're not seeing any updates registered on that page, please send me a Private Message with your full name, email address, phone number, and Service Order number. I would be happy to double-check and see if I can help with locating your current repair status.

Best,

Fey|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
Posts: 18,315
Topics: 2,994
Kudos: 582
Solutions: 501
Registered: ‎09-29-2008

Re: Geek squad customer service is a joke.