12-28-2018 10:31 PM
I need the contact info for the District Manager for the Madison TN (Rivergate) store.
I filed a complaint against the Madison Tennessee store wk 2 Dec. I have not heard a word or have not been contacted by the store manager. I tried following up calling the 800 # and FB social media, but get the run around. I understand it Peak and Christmas time, but Geek Squad are charging me for a service that was not given, I was told by your employee that I would be refunded since you could not provide said service, when I spoke to a supervisor at the BB Geek Squad at the store, she was rude and dimissive.. What's going on? I need an answer ASAP.
Yet, BB keeps charging me.
12-29-2018 07:33 AM
12-29-2018 08:29 AM
There was nothing done by anyone at BB.
I am surprised, with all the complaints of issues with Store Management, Geek Squad, that your exec management is not addressing this and communicating that they are addressing it. That is basic management 101.
Time to start escalating to AG in TN about charging for services not rendered, contacting your exec team and letting them know that they need to read these boards.
So... what are you going to actually do about my issue, what is the ETA? Do not placte me, say you are sorry, say that type of customer service is not what BB is all about, read off of a script.
DO SOMETHING AND RESOLVE ISSUE.
12-29-2018 04:37 PM
"DMs info is not available? That is NOT TRUE and you know it. If you are at Corporate, you have access."
The moderators work at corporate, and they will respond and look into your case when they have reached it in the queue. As I previously stated, District Managers do not have public contact information for customers because they are not in a customer facing role. The team here can help navigate the options to resolve your issue and partner with your local management to see it through, it may take a few days to get to your post but they will respond in time.
12-29-2018 04:47 PM
While I wish it were under more positive circumstances, welcome to the forum. I don't want to be charged for a service that was never performed; in fact, I don’t think anyone does. I can see why this, coupled with the fact that you reached out to us on multiple channels with no response, would cause you to feel frustrated. This is never how we want our customers to feel.
Depending on the type of service you were charged for, your local store may be in the best position to assist, but I’ll be happy to step in and see what I can do to help. @jdogg836 is correct that District Managers are not customer-facing roles in our company, so please know that I will not be able to provide you with their contact information as requested. With that said, I’d appreciate the chance to examine your particular situation in more detail. Can you tell me more about what happened here?
You’re welcome to reply to this thread, or if you need to share any personal information, you can send me a private message using the button in my signature below labeled “Private Message”.
Thanks for posting,
12-29-2018 05:13 PM
Wow... This has been going on since the beginning of Nov. And now I have to wait in the queue, with a payment due that BB will not delete of $110. So, if I do not pay for the service that I did not get and was told by a BB Geek Squad employee that I would be refunded (I have all phone logs), that will ding my credit.
What is your wait time, since there is a whole long list of complaints out there. Your SM is never available, does not follow up to the complaint; so, how will you resolve this?
12-30-2018 11:25 AM
I'd love to help you get to the bottom of this, but I'll need some more information from you first, such as what kind of service you were charged for and who you've spoken with about this so far. As previously mentioned, you're welcome to reply to this thread with those details, or if you need to share any personal information, you can send me a private message using the button in my signature below.
Hope to hear from you soon,
12-30-2018 03:57 PM
So, to let everyone know....
I asked Geek Squad only to check one thing. They did not do that; they did their normal $109 whatever. And since they did not do what I asked, the GS person told me I would be refunded. Which I was not.
And since GS did what I told them I did not need, Sam is telling me the charge stands. WOW..... even though their GS person said it would be refunded since they could not/did not do what I asked.
What happened to the supposed 30 day satisfaction guarentee that their GS sup at the store lied and said I noever contacted to complain?
And I also paid for another IT group to do what I asked, which is what they did and found the issue in 10 minutes, that GS squad could not do, since they did not do what the customer requested.
12-31-2018 11:02 AM
Thank you for your message. I’ll be happy to address your additional concerns.
As I mentioned in my private message, your Service Order indicates that several services were performed when you brought your laptop into your local Best Buy for service with Geek Squad. The $99 Diagnostics included several tests, including download/upload speeds, which is what you had originally requested. At the time of pickup, you signed the Service Order which states that the repairs had been performed to your satisfaction. It was for that reason that we remain unable to issue a refund for these services and why your credit card dispute was denied.
Our 30-day labor warranty was in effect for you as it is for almost all customers who have services performed by Geek Squad. However, as we are now beyond that 30-day timeframe, we are not able to offer a complimentary re-do of said services. We will support the store’s answer at a Corporate level.
I realize this isn’t the news you were hoping for, and I regret any inconvenience to you. Please know I’m grateful you wrote to us.
12-31-2018 02:34 PM