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New Member
Posts: 4
Registered: ‎05-03-2018

Re: How to complain about customer service

[ Edited ]

Yeah, I'd like to know that, too.  In fact, I'd like to know how to call my local store (Wheaton, MD).  THE GEEK SQUAD SENT ME A MESSAGE TO CALL AND TALK TO THEM about my laptop they're fixing.  Yet, I go in circles in a phone menu.  It just goes to more and more automated replies. 


When I finally reach someone (by choosing a different topic, she said she's not physically located in the store, and all she can do is route my call.  Eventually, I got an extension to try (which they hadn't mentioned in the message they sent, either phone or email).  And nobody ever answers that phone; it just rings and rings, and finally cuts off.


That woman who's not at the store gave me a main corporate number.  That number just figured out from my phone number that I want to call the Wheaton store, and routed me there--for exactly the same circle of phone menus.


Then, the woman suggested replying to the email.  That's just got me an auto reply; it looks like one of those email addresses that nobody actually looks at.


My work was supposed to take just a few minutes--load the contents of my computer onto a portable drive.  But when I go on the site to check the status, it hasn't changed since yesterday.  I wonder if they finished, and just forgot to update.  But I can't reach a human being, except for that one who basically tells me she's not the person who can do anything.


All I want is to get my broken laptop back, and get the new drive with its contents--then walk out of the store for the last time in my life.


Stephen {removed per forum guidelines}

Posts: 6,972
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Registered: ‎11-30-2015

Re: How to complain about customer service

Good Afternoon StephenK,


Welcome to the Best Buy Support Online Forum Community! I’m sorry to hear that you’re having some issues with getting into touch with the Geek Squad at your local Best Buy to discuss the service you performed. I appreciate the time you’ve taken to share your experience with us.


Can you please send me a private message with your Service Order number, and phone number? You can send me a private message by choosing the blue “Private Message” button next to my name at the bottom. I’d be happy to ask your local Best Buy in Wheaton to give you a call back to discuss your concerns.  



Mariah|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎05-03-2018

Re: How to complain about customer service

Well, now I've got a far more serious problem.  I did get through, eventually.  And I got my computer back.  They had already told me that the problem was almost certainly the mother board, and so it would be cheaper to buy a new computer.  They took the computer to download the hard drive to a portable memory.


They gave it to me on a portable hard drive, and I was kind of impressed about one thing; when I first brought it in, I happened to say that I also have a Mac.  So when they gave me the drive, they said they'd formatted it and downloaded it so that I could get to things on either a Mac or a PC.


But then I took the computer to an independent store.  They replaced the mother board for me.  But when I got it back and started to use it, within seconds, I had a message that I should shut down immediately due to a cooling problem.  The guy at the independent store said that when he opened it, he was surprised that there was no fan.  He said there was a place for a fan, but it wasn't there--and that computer needs one.  He's ordered a new one for me.


There must have been a fan originally.  I wonder what happened to it.

Posts: 3,012
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Registered: ‎04-18-2017

Re: How to complain about customer service

Hello there StephenK-


Thanks for stopping back to the Best Buy forums to let us know about your missing computer fan.  To tell you the truth, there really wouldn’t be much more that we could do from our end here, but I want to point you in the right direction so that this matter can be taken care of the quickest.


My recommendations would be to return to the Wheaton location you were originally working with.  When you return, please ask to speak with a manager on duty so that your concerns can be heard.  I’d be unable to tell you what outcome would come from this conversation, but I’d be grateful for any update you’re able to provide.


Click the blue button in my signature line below to send your updates in a private message!  I’m looking forward to hearing back from you after you work with the store!



JJ|Social Media Specialist | Best Buy® Corporate
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Registered: ‎09-29-2008

How to complain about customer service