Geek Squad 12151 Jefferson Avenue, Newport News, VA 23602

"Was a very pleasant experience all around. Staff was attentive and helpful. Long review: I brought my gaming laptop in to be checked as it plays every game at 10 fps. They took it in, alas the problem couldn't be solved. I truly believe the computer is just coming to its untimely end. I then set an appointment for the next day to get a gaming desktop, which is eons faster. They were so kind and detailed in their explanations that I managed to set a budget and get myself a 11/10 gaming computer, works gorgeously. Loved the experience and would probably go back just to talk, but I respect the business."

"I purchased a phone screen protector and told me I have to pay $8 to put it on. I paid the amount they asking for but when I got my phone there was a line on the middle of the phone and air bubbles on the side and told me it was normal So I took my phone back to Geek Squad and told them I wasn't happy the way they put on the screen protector since I paid $8 for it. I had to leave my phone& receipts for a minute because I had to signed something at the phone dept. ( I was purchasing a phone for my father-in-law). I went back to Geek Squad to get my phone back but the Geed Squad Manager returned my money back ($29.99 -screen protector + tax & $8. (My stuff was on the counter) So, I asked the Manager if he put on the new screen protector that I gave him to switched out and he said "NO" , I refunded your money and you can do it yourself. So I said, "O Okay" , and I walked away. After that I went back to the phone dept to ordered a phone case for the phone I purchased for my father-in-law and so happened that the lady who assisted me on purchasing a phone was there so I told her about my experience at the Geek Squad dept And she was shocked and told me to stay and she will reported it to the next higher Manager on duty. She told me that was the 3rd time that same day the Geek Squad Manager was taking rude to the customer.. Then few minutes later, while I was waiting for the lady to come back I saw the Geek Squad Manager walking on the floor. I bet he got called to the office. ****I hope that the Management will fired him (Sorry I did not get his name) for bad customer service. With the pandemic we all experiencing right now, retailers and companies can't afford to lose their customers . "COMMUNICATION IS THE KEY" For business: CUSTOMERS is your lifeline and you need to ensure there is proper communication with them to make sure you retain them."

"This place is by far, the WORST customer service in the area! I brought my phone to get the screen repaired and they did a really good job with the screen repair which is the only reason why I gave them 1 star. I had an “appointment” at 12:20 to drop off my phone but upon arrival, I wasn’t even greeted, I was just told to have a seat for the next representative. I made them aware of my appointment and they continued to ignore me and kept tending to customers that came after me with no appointment. I was not helped until 1 o clock and did not leave until 1:30. I was told that it would take 2-3 hours. What is the point of having an appointment if they are just doing first come first serve? I returned to the store at 5 o’clock only for them to tell me that my phone was in pieces and it wouldn’t be ready until the next day! When I returned he next day, it took them two hours to get my phone back even though the process was 5 minutes long. Absolutely TERRIBLE experience!"

"Biggest mistake of my electronic repair life and yours too if you need to get an item repaired!! Go someplace else. Needs 0 stars! I had to make a 'reservation' time to pick up my equipment, when I arrived 10 minutes early, the time was not honored. Three other people were in line with reservation times that also were not being honored. Three techs were at the counter. Geek Squad had previously sent me numerous texts and messages saying my 2 items were ready and I must have a reservation to pick up - which I had made. After waiting in line 30 minutes past the reserved time, I was then told only one item had been fixed after the guy fiddled with the laptop for several minutes. Another tech came over and said there was an issue with the mouse and keyboard. He then said that they had called me about the laptop. They had not called or they had left a message on a wrong number, I tried showing them my phone history for when they said they called, and also the multiple texts and emails showing that they had notified me both items were ready for pick up. The tech began arguing with me and said he witnessed another tech call, that I was calling him a liar and then told me he was 'done' with me. At this point, I was upset that they wouldn't acknowledge their mistake and their total lack of professionalism. I asked for the manager. A girl with red hair from customer service then came over to say within my hearing about how she's done with all us rude customers - like they are not to blame for any of it. Rude is providing terrible service with attitude and thinking the customer has to accept it. It took over 30 minutes for a manager to show up. While I waited I attempted to call customer service and was just routed back to Geek Squad. All ththe manager did was go through the motions. The manager said that they had called, and I tried to show him the phone history but he said he wasn't interested. I tried showing him the messages which identified the items were ready for pick up and he told me it doesn't mean their repaired!! Oh and the issue they had not fixed...we brought it in because the laptop would not boot up after a failed Windows 10 update. It would start to boot then stop. You could press keys and move the mouse but the start wouldn't complete. However, after they looked at it, they said the keyboard and mouse were broken, although they had been working fine before we dropped them off."

"We had our television mounted through them. My grandmother is ecstatic about the excellent service she received. She isn't really tech savvy so they even put notes on her phone for future use. There was a special going on so they programmed a remote that is able to work with every device we had on our home system. So happy we worked with Geek Squad."