Geek Squad

"update, got my phone, changed to 3 stars. Day 5 of them having my iPhone on a simple battery replacement. Waited 4 days for an appt, which is fine, but then at my midday appt was told they were backed up so it would need to be left overnight for a 1 hr job. Got a phone call that afternoon that the tech cracked my screen and it would be 1-2 days for a replacement screen. That was 5 days ago. I called 2 days ago and customer service had no information and put in a callback request. I did not hear back. Called again today and after the call was dropped with no call back, I finally was told that my phone WAS completed. But my dad can't go pick it up today because there isn't any open appts. No appts to pick up my completed phone. Currently waiting on a call back from a manager. I'm not holding my breath. I have contagious bacterial pneumonia and can't be in public or I'd go in and insist to talk to manager. I'm not a Karen. I just want my phone that they've had 5 days for 1 hr job. Next time I'll just drive 40 minutes to the Apple Store."

"UPDATE: I went back in today and the service I received from Bret was excellent. I had caused a problem with fn function and it needed to update. My new ASUS is working perfectly now. Bret even educated me about how ASUS keyboard works, which seems to me to be much different than my older HP operated. I appreciate his patience and customer care. I was not charged. Amazing! I still think their system is...ahem...interesting. Real people matter and I hope it's just the labor shortage causing the "interesting". The problem with customer service being poor is lack of effective leadership. They should answer their phones for appointments. Doing so would save customers wasted trips. I'm disabled and dealing with the Lancaster store is not the best choice."

"Disorganized and poor customer service. Go elsewhere. I had an appointment for 06:40pm today. I arrived earlier at 5:20pm. There was one person sitting in the waiting area. Granted i was earlier than my time, so i was patiently waiting. However, people that came after me… including a couple that had a 6:40pm appointment who arrived at 6pm were immediately entertained. How is that possible? I felt discriminated big time. Maybe i shouldve been more vocal? I now understand why some people become-“karen’s and ken’s” due to poor customer service. I didn’t mind the wait, It was the lack of communication and lack of follow through that was disappointing and frustrating. I would’ve came back on my appointment time no issue. But, nobody even bothered to check-in. Geek squad staff passed me by sitting patiently in their waiting area for assistance. When i finally got helped at around 6:50pm to 7:05pm, i was informed the battery replacement i needed will take about an hour. That i should come back before the store closes at 8pm to pick up my phone. I returned at 7:45pm, was attended to by 8:06 and informed that they had a samsung repair that took longer than expected and they havent even started on my phone yet. I was told that the quote given to me by Logan was for an overnight repair. I should come back tomorrow when they open at 11am. Guy said, he is not trying to add insult to injury but it wont be ready until then or i could cancel the repair. Seriously? I told the guy i dont really have a choice. He gave me a look saying i do, but really not a choice or i just wasted 2hours of my day that i could have utilized doing other things HAD I KNOWN. I understand a lot can happen, but if i was just informed first hand, i didnt mind coming back tomorrow and just pick it up. But to be told that i will be squeezed in or that it will be ready in an hour when NONE OF THAT HAPPENED TODAY????? That is poor customer service. Salem, OREGON Geek Squad needs a make over for customer service. Communicate to the customer, i understand short staffing but VALUE YOUR CUSTOMER’S TIME AS WELL! It doesnt take much to let us know whats going on. You’d be suprised how that can go a long way. STOP SETTING UNREALISTIC EXPECTATIONS FOR YOUR CUSTOMERS. Unless that’s changed, please take your valuable time and money elsewhere. Go to the Eugene location, they are worth the drive for better service."

"Got an iPad from this Best Buy and the charger broke 1 month after getting it, went in to geek squad and they said it’s the charger. Just get a new one when my boyfriend and I didn’t believe it was just the charger we were using (tried different ones at home) went again and this time we had them send it back to apple because THIS time their charger wasn’t working either. Fast forward almost 2 months and it says it’s getting repaired still?? They figured out the charging port was broken, great, but 2 months for that to get repaired? Called today and they said it’s been ready to pick up for awhile and they tried to reach us. The status on their side apparently was that the “customer did not try to pick up”. We did not get any notification and in the Best Buy app, it said it was still getting repaired. Unbelievable, avoid at all costs."

"Bought an HP laptop to replace my windows 7 used laptop. Had them transfer my data from the old to the new. They forgot to transfer my email contacts. Fast forward, I bought the one year service plan. That said, I knew I had a problem with my work laptop. Made the appointment (I understand that many don't like waiting, but that is just because there are so limited PC service centers in Salem). My work laptop was diagnosed with a bad RAM. They replaced it and it cost me $39.99 for the card. While there, they transferred the contacts from the work laptop to my new laptop. Having now been at the Geek Squad more than a couple of times, the staff and service is excellent. Constantly updating on progress by email and text. Face facts, you need an appointment to see a doctor........they are computer (and other tech/appliance) doctors. I highly recommend this service center."