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New Member
Posts: 4
Registered: ‎02-25-2019

Issue with Geek Squad Secaucus

[ Edited ]

First, on Feb 3rd I went into Best Buy in Secaucus to purchase an SSD Drive. I asked an employee if Geek Squad does SSD installations for iMac, she said yes and that it probably only take a few hours. I was happy about that and returned to the store with my iMac the same day. I was then told that it may take a few days (as shown in receipt). I was told i would have to order the adhesive for the screen on my own which i did (same day for next day delivery).

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I then call the next day and ask if they would need the adhesive right away to start the process I was told no and that i may bring it when they are finished and about to put it back together. I said ok. I then call back a few days later because i havent gotten any update only to be told that they could not do anything without the adhesive. This is almost a week that went by for them to fumble over their words like they did without informing me.

I notice this neglegence and decide that I would have to constantly call and check up on the status of my iMac. Even though they state they would call and keep me updated they never do.

So the next time I call I am told that my iMac is going to be shipped to another state for REPAIR..... REPAIR/ DATA RECOVERY

Please keep in mind that there was NOTHING wrong with my iMac prior to bringing it there. All i wanted was an installation of this new SSD drive and the data transferred over to it.

They claim that there was some sort of outage there in the store, but I called the store and also personally asked the few other employees about it and they all know nothing of any outage that took place.

I have to constantly call and ask when I will be getting my iMac back and no one ever has an answer.

A few days go by and I called the data recovery center where my iMac was/is and they stated they were not allowed to work on it because the store did not send the necessary paperwork that I had signed allowed them to go into my computer. I was not informed of this either and wouldnt have known anything if I did not call.

I was getting to the point where I am losing work because of this. And this situation is starting to impact my livelyhood.

I had to go to the store and ask for a refund for this poor service.

The manager of the Geek Squad stated she had informed Data Recovery Center that ALL expenses would be covered by the store due to the inconvenience. But the Data Recovery claimed they knew nothing of this and still wanted to charge me over the phone.

It is now FEBRUARY 25th and I have now lost a months worth of work and I STILL do not have an answer to when I will be getting my iMac back.

Had I knew it would have been like this I would have NEVER brought my iMac to this store.

It is now to the point where I cannot wait any longer for computer. This situation is effecting my livelyhood. I need my computer back or I cannot pay my bills.

All i wanted was a simple SSD upgrade and data transfer and this store was not competent enough to handle that as they stated they were and now I am paying for it.

The latest I can wait til is THIS FRIDAY MARCH 1. If I am not able to pick up my computer to get back to work I will need a check cut for a new computer.

New Member
Posts: 4
Registered: ‎02-25-2019

Re: Issue with Geek Squad Secaucus

I was also told that I would be contacted by someone higher up about this situation week and a half ago, and I have yet to receive any phone call
Posts: 579
Topics: 21
Kudos: 115
Solutions: 25
Registered: ‎11-23-2018

Re: Issue with Geek Squad Secaucus

Hello, Qthecaptain, and welcome to our online community!


Thanks for reaching out to our Forum support team. As someone who uses their work and personal computer all day, every day, I can understand how greatly being without your device can impact your daily life. I apologize for any inconveniences you may have faced while you have been without your iMac. The level of communication and service you have experienced throughout this process is not what we strive to provide our customers, and I'm hoping I can give you some answers and assistance here moving forward.


That being said, our team operates via social media platforms including the Forums, Facebook, and Twitter. I am more than happy to continue working with you through Private Message here on the Forums. Please send me a message including your full name, email, phone number, and your service order number to start. You can find the blue Private Message option to the right of my name, below.


Happy to help,

Allison|Social Media Specialist | Best Buy® Corporate
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