07-05-2019 08:19 PM
Reposted with Edits.
I had Luxul System installed by Geek Squad for WiFi at my home and Hobby Shop behind my home, two seperate systems were purchased including Router and Access Point alog with Modem and some technical repairs done. The cost of the two Luxul sytems with Router and AP were cheaper than purchasing them standalone so after consulting the saleperson that came to my home and provided the estimate, I agreed to purchase two with the intent of doing something with the additional Router I would be left with.
One Router was used and the two Access Points. Leaving one Router in the box. Installation was done on two seperate days, I had to have CAT 6 line run from the House to my Shop. During the final install of the 2nd Access Point and completing the installation everything appeared to be fine. I agreed the installation was complete and everything appeared to work, as intended.
I noticed a few weeks later I could not locate the Router. I then, went and looked at my video camera footage and observed the installer loading the boxes into the Geek Squad Van. I was at Best Buy days later purchasing Holiday gifts for clients and spoke with the Geek Squad Team at the Northglenn, CO Store and advised them the Router was missing and that I simply want the Router returned to me. Whether or not the installer had intentionally taken the item was not something I was interested in debating, I only wanted it returned.
Weeks went by and nothing, no updates, phone calls or email. Contacted the sales rep and notified him of the issue, I was told a manager was notified back in January of 2019. Yet again, no updates, phone calls or email.
Fast forward to June, the system has issues after Comcast made changes and I made appt. for repairs. Tech showed up on 6/23 and was unable to make repairs, follow up appt. made for 6/25. No tech arrived, called or emailed. Called 6/26 made another appt. for 6/28, 2.5hrs into the appt. window I recieved a call that Geek Squad would not be coming to my home due to issue notated on my account that has not been addressed.
As an aside, I've contacted Customer Service numerous times awating response on the escalation issue, nothing has been done. I contacted the store manager at the same Northglenn store and was assured they would get back to me, they did not.
I'm paying for Geek Squad annual membership services that cannot be fulfilled and nobody appears to be interested in resolving the issues.
Please have someone with authority and the ability to make decisions contact me to resolve the matter.
07-06-2019 02:19 PM
Good afternoon, patchzx7r,
Thank you for taking the time to join our community forums and reaching out to us regarding your experience with the Geek Squad. It doesn't sound like you've experience the expert service we strive to provide and I would be happy to see how we can best assist you. I'd like to take a look at your account history so I can better understand what steps we have previously taken regarding this router and why the Geek Squad can not come to your home. Can you please send me a private message with your:
To send a private message please click the button at the bottom of my post across from your name. I look forward to your response so I can continue to research this for you.
07-12-2019 11:48 AM
Circling back on this inquiry - the last update was July 6th and that BB was going to contact the local Geek Squad Management team.
Similarly - attempts to get resolution via customer care has resulted in no progress being made.
It should not take this long to resolve the matter or receive a timely response.
07-17-2019 02:06 PM
I contacted BB corporate office and received an email address of the District Manager. I have emailed that person and will update the thread if I get a response.
Very disapointing that I continue to have issues getting this resolved or simply, to get a response.
07-18-2019 08:30 AM
Good morning, patchzx7r,
Thank you for providing some updates on what steps you have taken. We are still investigating this matter and I will provide an update by private message when once is available.