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Posts: 1
Registered: ‎02-21-2021

Greenwood, IN Best Buy Experience

[ Edited ]

To Whom It May Concern:


I wanted to give a quick run down of my unusual experience with Geek Squad and provide gratitude where it is deserved.


I purchased a new Apple Watch series 5 in May of 2020. Six months later, 12/20/2020 (say that 3 times fast), the watch became defective. With it still being under warranty, I took it to an Apple Authorized Service Provider, Geek Squad in Greenwood, Indiana.


I was told the watch would have a 2-3 week turnaround time and Apple, typically, does not repair but, rather, sends a whole new watch. A month went by and in January 2021 I decided to follow up on the watch. It was at this point I was informed FedEx had lost my watch during shipping. Without going into too many details many lengthy and frustrating calls and store visits ensued until my situation was rectified 02/19/2021.


While there were many areas of improvement, particularly in the communication between Apple and Geek Squad, one thing remained constant and that is Greenwood, IN Geek Squad Manager Dustin {removed per forum guidelines}. Mr. {removed per forum guidelines} handled my numerous phone calls, my frustration, and my situation as a whole extremely well. Mr. {removed per forum guidelines} was the only piece in the process that made me feel like a valued customer, not Apple, not Geek Squad’s phone support, but Mr. {removed per forum guidelines}.


Mr. {removed per forum guidelines} should be commended for his willingness to make a decision, his leadership skills, his communication skills, and for retaining a customer (me) that, otherwise, would have never returned to Geek Squad.





P.S. The Geek Squad number for Greenwood, IN, (317) 881-0898, does not work, will not recognize your repair number or phone number, and will put you on hold for a minimum of 20 minutes before transferring you to a non-Geek Squad Best Buy manager who will then transfer you to Geek Squad.


P.P.S. I know this is Best Buy, but I could not find a good email for Apple customer support and figured calling them to provide suggestions would result in a “thank you” before going to the next caller and forgetting the suggestion. APPLE, if you are going to put your name on something, Geek Squad as an Apple Authorized Service Provider, BE WILLING TO STAND BEHIND YOUR NAME. Do NOT repeatedly pawn the work back to Geek Squad.


P.P.P.S. The hold music is rather terrible for Best Buy.

Posts: 5,091
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Registered: ‎11-29-2016

Re: Greenwood, IN Best Buy Experience

Good afternoon, User1073883,


Welcome to our forums!  Having issues with a relatively new purchase would be frustrating on their own, so to hear it took as long as it did and involved so many hurdles before the issue with your Apple Watch was resolved is certainly disappointing. 


With that said, it sounds like Dustin at our Greenwood, IN store is providing some excellent service to our customers in his area, and it’s great to hear he was the one constant throughout this entire experience.  I appreciate you taking the time to join our Community to share your feedback with us!  I’ll be happy to document your feedback here at our Corporate Headquarters here in Minnesota, as well as forwarding your post to the appropriate leadership at our Greenwood, IN store to make sure Dustin is commended for his excellent service, as well as addressing any issues that may be present with the phone number you were attempting to call. 


Thank you for posting,

SeanM|Social Media Specialist | Best Buy® Corporate
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