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New Member
Posts: 4
Registered: ‎08-03-2017

Wi Fi set up that never took place

[ Edited ]

Hello, on November 12, 2018, I purchased a router, modem, camera and Home Wi Fi set up at the Best Buy in Bridgewater, NJ. The first technician that came into my house was Taylor from the Geek Squad, phone # {removed per forum guidelines}. He told us he couldn’t set up the modem because I needed a modem with a phone jack. So, I ordered one from Best Buy. The second technician to come into my house was Philip. He came on Friday, December 14. He told my husband that he was unable to complete the WiFi set up with the Best Buy equipment. He said that I needed another router because of the location, our current router is in the basement. He attempted to sell my husband a google router (mesh network 3-pack router by Google Wi-Fi). My husband declined. I tried to get a refund but Best Buy insisted on rescheduling. I have already returned everything except for the camera. I filed a claim with Best Buy credit services and it was denied. They have provided documents from Geek squad stating that Philip completed the Wi Fi set up. That is not true. Philip never completed the WiFi set up.

I want a refund for the $99.99 WiFi set up fee, plus tax.

I do not know how an employee of Best Buy can attest to something that did not take place.

Philip never preform the wifi set up.

Let me know if you need additional information.

New Member
Posts: 4
Registered: ‎08-03-2017

Re: Wi Fi set up that never took place

I also sent an email to the store and received no answer thus far.
Posts: 4,458
Topics: 46
Kudos: 461
Solutions: 266
Registered: ‎11-29-2016

Re: Wi Fi set up that never took place

Good afternoon, sally_1776,


First and foremost, I’d like to thank you for taking the time to join our Support Forums and share your feedback with us.  Whenever our customers utilize our Geek Squad to perform services in their homes, we’re hopeful they’ll have a positive experience throughout the service.  From what you’ve described, it sounds like your experience thus far has not been as positive as we would have hoped, but I’d like to look into this further and offer any assistance I can.


For me to locate your service order with us, I’ll ask that you provide me a few pieces of additional information.  If you could use the blue “Private Message” button in my signature to send me:


  • Your first and last name
  • Your phone number
  • Your email address


This should be enough information for me to begin my research.  As I mentioned, you’ll want to use the blue “Private Message” button in my signature, so as to keep your sensitive information out of the public view of our forums.


Looking forward to hearing from you,

SeanM|Social Media Specialist | Best Buy® Corporate
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