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Posts: 2
Registered: ‎12-17-2018

Terrible service

Laptop repair
Original quote: 10-12 days
Current time: 45 days

-every time I called (or chatted) they would either put me on hold forever, send me to another department that also couldn’t help me, would lie to me about the repair status, or would tell me someone would contact me and yet no one ever would
-took over a month to fix, so they gave me a small discount
-but when it returned to the store the touchpad was defective
-sent it back, took another two weeks to fix
-UPS dropped off at store at 10:30AM, it’s currently 6PM and they still haven’t contacted me to pick it up, even after calling TWICE and asking them to AT LEAST log it’s return (they said they didn’t have an update saying it was in their store, technically telling me my laptop was lost for the moment) I told them to look for it and check it out. Still haven’t called back.

Overall TERRIBLE experience. I think I deserve some kind of retribution or at least acknowledgement that this service was unacceptable.
Posts: 7,173
Topics: 115
Kudos: 448
Solutions: 393
Registered: ‎12-23-2016

Re: Terrible service

Hi Asg7585,

Thanks for joining us at the Best Buy Community forums. As a former Geek Squad Agent, I’m disappointed to read about the poor experience you’ve had with your recent repair. That’s not at all the kind of experience we want our client to have, between the delay, the second repair, and the communication difficulties.

I’d be happy to check in to this for you. Please reach out to me through a private message, by using the link in my signature below this post with your name, email address, phone number, and service order number.  

As for why you haven’t been called yet, it sometimes takes some time to get the computers up to the Geek Squad after they are delivered. After that, we want to double check them to make sure the repairs are correct before calling you. We should be answering the phone, however, and I apologize if we did not.


Kyle R|Senior Social Media Specialist | Best Buy® Corporate
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