01-08-2019 12:23 PM
I am a Total Tech support member. I was scheduled, over two weeks ago, for a TV installation today from 8AM to 12 noon. The tech never showed nor did I recieve a call.
I called and started with Kaysha at 11:53 this morning. She stated there was nothing she could do until after 12 noon when they officially were late. I called back at 12:08 and talked with Denise. Who followed up, found the tech, Cristian, called him and he said he would call me and give an estimated time. Cristian has two numbers available to him to call. We are now 1.5 hours over the scheduled time and there has been no communication about arrival time or even if he is coming. Now that I read the reviews about Geek Squad, and know they are no longer a part of Best Buy, my opinion is they have definately gone down hill. I escallated the call from Denise to Diamond who in not a supervisor but a "support person". Diamond told me I have no recourse can not get a refund and to contact my local store, except I have no idea what store Cristian is out of. I did manage to obtain the Geek field managers name, Katria O. But was told by Diamond that there was no way to contact them. I am going to ask for a refund of any installation charges for today, and see about getting a refund for my Total Tech Support which I would advise not purchasing as it does not seem to offer any advantages.
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01-08-2019 01:03 PM
Total Tech Support is a great option for support and reduced service fees for all of your technology needs in your home. We’re sorry to hear that Christian may be running behind for your appointment and the teams at (800) 433- 5778 weren’t able to articulate a reason or offer any additional help at this time.
Geek Squad is very much a part of Best Buy. In select areas depending on the service and the-availability of Geek Squad agents we may partner with trustworthy third-party companies to perform tasks to our specifications and standards. We’d be happy to review your appointment to see what insight we can share with you from our end. Please note most Geek Squad Field Managers aren’t customer facing. Can you please send us a private message with your full name, phone number, and email address? A private message can be sent to us by choosing the blue “Private Message” button next to my name at the bottom. You’re also welcome to keep an eye on your appointment using our In-Home Appointment Manager here. We look forward to your reply!
01-09-2019 09:43 AM
01-10-2019 01:44 PM
Thank you for your patience as you had waited for our reply! Can you please check your private messages? I’ve responded to the one you had sent on Tuesday evening.
03-13-2019 09:18 PM
I absolutly in agreement with you. Most are very unprofessional and rude. They need a refresher course on customer service. One guy told me today and I quote " Let me tell you something...." . Is it my fault that he can not do his job right. SMH.