05-02-2019 03:17 PM
I have been a subscriber for 5 years. Until this year I have receved fantastic all-American technical support.
During the past two days I have spent 3 and a half hours in the chat box with agents in India and Panama. Their customer service is appalling. Rude. Obviously scripte . No answer to telephone calls. Only robo answers that cannot help you.
I am seriously thinking of purchasing a subscription to another provider. I used to love chatting with the Geek Squad who ALWAYS fixed my problem. Now I get so frustrated I yell, cuss, and finally give up. My problems are NEVER solved.
1. Agents are working on too many computers at once.
C'mon Geek Squad. Do you want to keep your customers or not?
2. Nobody in Customer Service can speak English. I am English and know when someone cannot!
3. 3 1/2 hours trying to get the Geek Squad to help me is unacceptable.
4. Today, three times agents hung up on me. Four agents refused to call me even though there is a button in the chat box that says call the agent! Remove that button.
05-02-2019 04:27 PM
Good evening, MerleFanny75,
Welcome to our forums, and thank you for sharing your feedback with us. However our customers choose to connect with us, we’re hopeful their experience will be positive, throughout their interaction. It’s disappointing to hear your recent contacts with our Geek Squad may not have met our expectations, and I regret any frustration that resulted from your recent contacts.
In order to better serve our customers throughout the day, we have Geek Squad agents throughout the world ready to assist our customers. While we’re unable to guarantee where your Geek Squad Agent is located when you call or chat with us, we expect a consistent level of service be provided to all our customers. If you continue to have issues with your device, please don’t hesitate to make an appointment with your local Geek Squad (which you can do here), and they may be able to address any issues you have.
We consistently looking for ways to improve the level of service we’re able to provide our customers, and its posts like yours that help us find our areas of opportunity for improvement. I appreciate you taking the time to share your insights with us.