Best Buy Repair Support

[Moev]

Sat. Jan.24,2020, i called Best Buy geek squad and spoke to whoever picked up the line and asked about the pricing to clean my laptop and they gave me pricing that I was willing to pay and I explained that I need my laptop for work and he also explained that it would take 2-3 days to return so we had a full on conversation in details I thought,and my reply was "great I'm headed that way" so I grab my laptop and went to bestbuy at 19503 I-45, Spring, TX 77388 I walk in and head toward the geek squad counter there is only one couple at the counter in front of me and i was next in line awesome, so far Im having a pleasant day, so I wait in line patiently about 20 minutes, now its my turn at the counter I approach and the geek squad employee ask if I have an appointment? I replied I didn't know I needed one. He said I can make you one I just need you driver license, I said okay and I gave him my DL and he responds with I have a 3 o'clock available, I look at the time and it's 12:05p I politely said no one told me I need an appointment or I would have made one and I'm here now and I just want to drop off my laptop for cleaning, and he says yes I have a 3 pm if you want to come back so I politely ask what about my time I waited 20 minutes in line and you mean you can't do anything to help me? He said no I'm sorry, so I said politely my time is valuable and I can't come back ,at this point I thought should explain my schedule for the rest of my day,NO I'm not and I shouldn't have to, well he said sorry I can't help you, which I said okay and started to leave, now I'm getting frustrated with being polite so I asked for a manager politely and there was a manager walking by, name Sean, so I explained the situation and he said sorry I can't help you, so I said, okay it will go in my review and he said okay thank you, which now I felt he was mocking me now and the whole time I'm polite and respectful and I let him also know that I felt my time is valuable, so then I leave and I sat in my car thinking maybe I should be more demanding but I'm trying to be polite and respectful and I'm thinking I not going to leave cause I'm certain that they value my business and my time and they value my satisfaction so I called the manager from my car now I'm speaking with a manager name Esteban, I explain the whole situation, and to be brief he said that he can't help me , so I directly asked is my customer satisfaction valuable to you ? I said all you had to do was say help this guy and they could have I said it's not like you have a long line of people waiting! And I did all this patiently and politely he says yes we value your time and satisfaction but our policy is to take appointments and they should have told you that, so I said, your telling me you value my satisfaction but your not showing me, he said I can't help you and I said okay I'm going to contact corporate but I won't hold my breath, so I'm wondering if Best Buy is coaching their employees to just says we value customers satisfaction but just don't show it, or is it only offered to disgruntled customers because patients and politeness don't work either, what's my walk away from all this?, I'm satisfied with my demeanor and will continue my walk as a man of God as far as Best Buy, I like to say I will never shop there again but thats not true but they will definitely not be my first choice and I understand that if no one contacts me to offer satisfaction for my time well I'm just left with a really bad experience and Best Buy doesn't value customers, well they will say it they do, but they do not acutely show it! VERY UNSATISFIED CUSTOMER

[SPOPATT]

At this time due to how busy Geek Squad gets with computer and phone repairs, reservations are typically required. One can be made easily on the website or by calling in. It is unfortunate you feel you were mistreated however.

[Bill-BBY Senior Social Media Specialist]

Greetings, Moev, and welcome to the Best Buy Forum!

We appreciate that you chose Best Buy to help clean your laptop.  To make sure that your computer is always running at tip-top shape, occasional cleanings should greatly help extend its life and performance.  It sounds like everything was going well up until the point where you reached the Geek Squad counter at our Spring, TX store.

As SPOPATT mentioned, our Geek Squad agents at the store work mostly based off appointments.  While there may be times where they have availability to take a walk-in customer, that’s usually pretty few and far between.  It’s because of this that we ask customers to make appointments before coming in for any type of service.  I apologize if this was not made clear to you when you spoke with the Geek Squad about the cleaning service you wanted.

We also appreciate that you chose to be polite and respectful about the confusion, and I’m sure Esteban and Sean appreciated this as well.  I’d like to believe that their responses were sincere, and meant to assuage your concerns, but when it comes to helping customers with appointments over walk-in customers, we’re not going to be able to bump customers who made appointments.

We’d certainly love to still help you with cleaning your laptop.  Should you choose to pursue this, you can schedule an appointment through BestBuy.com here.

Thank you for taking the time to make us aware of your store visit, we are grateful for the feedback.

[Moev]

Sorry still not seeing my value to you !!!😠

[Moev]

Typical response still no value shown, now I'm upset for a 2hour difference you will lose a long time customer, but I expected this sort of response, y'all need to work on customer relations

[Moev]

Someone please give me a number and name to corporate Personal that I can contact ? Bet I won't get one .

[Moev]

Reading all these complaints on this blog maybe it's BEST I didn't leave my pc

[SPOPATT]

Moev, the response you got here was from a corporate level employee. If you don't like that answer, I am not sure what to tell you. Do you go to the doctor without an appointment? The fact is the Geek Squad has been very successful and they require reservations so everyone who needs their services can get help. This isn't an arrogance on their part. They are literally too busy in most cases to handle a walk in because they are expecting someone else immediately afterward.

You are free to feel however you want to but the long lines and reservation times indicate others value their service. If you give them a shot, you may feel differently.

[Moev]

People skills! Work on that, let me offer you some satisfaction training, see if this make you feel satisfied, I'm done with Best Buy and this pointless forum.

[SPOPATT]

Your local Geek Squad has already offered to repair the device. I do not understand your complaint.