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Posts: 4
Registered: ‎01-13-2018

Poor Customer Service

Took laptop to Geek Squad at local store.
Purchased repair package. Was pleasantly surprised when they daid they could repair in four days. They made an appointment for me to return. When I did, they told me they had not begun the repairs. Only the back up.
I asked why they did not call. The store is about 15-20 miles away.
I told them I would pay for the back up and they could refund the plan. The Manager then stated they could not because they had already begun repairs. I told him what the CS rep told me they had not begun repairs or diagnostics. I called the rep over. Manager then went in back and came back and authorized my refund.
Waste of my time which they must deem not valuable.
I would have been okay with a delay if they would have given me a courtesy call.
Do not use them! They do not value their customer’s time.
To call it bad customer service is an insult to bad customer service.
Posts: 4,388
Topics: 26
Kudos: 362
Solutions: 238
Registered: ‎12-23-2016

Re: Poor Customer Service

Hello Petea,

 

Thanks for joining us at the Best Buy Community forums. I apologize for the amount of time it has taken to get back to you.  We’re still a bit behind due to the busy holiday season and we’re doing our best to catch back up with everyone that posted here recently.
 

That is not at all the kind of experience we want our Geek Squad Agents to provide to our customers. I spent a lot of years working in a Geek Squad Precinct, so I know that sometimes there can be delays in repairs. When that happens we should be reaching out to our clients to let them know so that there isn’t a wasted trip. I’d like the chance to look a bit deeper into this for you to see if I can find out where the ball was dropped.

 

If you could please send me a private message, by using the link in my signature below this post, with your service order number, or if you don’t have that, the phone number you used when creating that order, I’d appreciate it.

 

I look forward to hearing back from you.

 

Sincerely,

Kyle R|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎01-13-2018

Re: Poor Customer Service

[ Edited ]

{removed per forum guidelines}

Posts: 4,388
Topics: 26
Kudos: 362
Solutions: 238
Registered: ‎12-23-2016

Re: Poor Customer Service

Hello Petea,

 

Thanks very much for getting back to me with that. We’ve removed that service order number from the public facing thread to protect your privacy, but I was able to use it to look into the order for you.  

 

As I said earlier, this is not at all the kind of service we want to provide our clients. I really appreciate you taking the time to share this story with us, as feedback like yours is very important in improving the service we provide. I will be reaching out to the leadership team at your local store so that they are aware of this.

 

I’m confident that the next time you use the Geek Squad we’ll provide you with a much better experience.

 

Sincerely,

Kyle R|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎01-13-2018

Re: Poor Customer Service

Thank you for your response. Unfortunately, I caanot see myself using Geek Squad or Best Buy for that matter.
My time is more valuable than an email response on a post.
Most of the folks that I spike to think you should refund ALL my money since I took a trip to the store for nothing.
What say you?
Posts: 4,388
Topics: 26
Kudos: 362
Solutions: 238
Registered: ‎12-23-2016

Re: Poor Customer Service

Hi again Petea,

 

Based on my reading of your post and of the service order, it looks like your data backup was finished when you picked your computer back up. Under our Return & Exchange Promise completed services are not refundable, so we would not be able to issue you a refund for your backup. If that isn’t the case and your backup wasn’t completed, please let me know and I’ll see what options we may have for you.

 

I apologize again that your computer wasn’t repaired as expected, and that no one called you with an update. As I said, I’ve reached out to the store leadership so that we can use your feedback to help prevent this kind of thing from happening again in the future. If you have any other questions or if there’s anything else I can help you out with please let me know.

 

Sincerely,

Kyle R|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎01-13-2018

Re: Poor Customer Service

That is why I will never recommend Best Buy. In fact, I copied and am posting your response on FB.
Policies should not govern when it comes to “doung the right thing”.
I spent my time and money (gas) to go there when they (Best Buy) told me to go.
They did not give me the courtesy of calling me to tell me they were not done.
Your company is so disorganized that I got emails and phone calls, later in the day, to tell my items were complete.
Not to mention the manager Randy was not truthful, initially, about the repairs.
Your apologies do not nean squat if you do not do right by Customers.
Posts: 4,388
Topics: 26
Kudos: 362
Solutions: 238
Registered: ‎12-23-2016

Re: Poor Customer Service

Hello again Petea,

 

As I mentioned in my previous message, I reached out to the store leadership on this and the store’s Geek Squad Manager got back to me to convey his apologies about this situation. He understands that the store didn’t live up to their promise of expert service and is going to work to make sure this doesn’t happen again in the future.

 

We’re also working to see if there’s some way we can help you out. Once we figure something out I’ll be reaching out to you via a private message, which can be checked by logging in to your forum account and clicking on the orange envelope in the top right corner of the screen.

 

Sincerely,

Kyle R|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!