Geek Squad — Attraction in Kennesaw

The superiority complex of 1 Geek Squad rep has left me pissed off. I purchased an Insta360 Ace Pro a few weeks ago to use on our trip. It was purchased more on a whim, so it was done 1 night before our trip. It turns out that 1 of the battery packs provided in the box was DOA. It would not accept a charge, but luckily the second battery worked. ... so that's the backstory.

Today - October 20, 2025 - I spent 15 minutes on Best Buy's automated calling system to figure out how to get the battery replaced. I couldn't talk to any human representative, and the call kept going to an automated chat bot. It kept pushing me to make an appointment with the Geek Squad, so that's what I did. It sent me a link to my phone and I made a "Drop Off'' appointment service for 7:20pm. I figured that's what I'll do... drop it off on my lunch break and they can fix it at 7:20pm. That's what I did for my lunch break... traveled 10 minutes to Best Buy and walked up to the Geek Squad around 12:30.

I WISH I got the name of the Geek Squad rep that greeted me. I waited patiently because another rep was working with someone at the counter, when 2 guys came out of the room in the back. One greeted me and asked how he can help me. I said I have a drop off appointment for 7:20pm... He proceeded to patronize me to all Hell..."sir, what will we do with your camera until 7:20?" ... WHILE doing the finger pecking on an imaginary keyboard proceeded to tell me "We have to take time to enter your name and details" at which point I had to stop him and tell him that I didn't care what the process and that I already spent 15 minutes on their bot service trying to figure out how to replace just the battery. So I said that I thought it was as simple as dropping off the camera with the battery so they can repair it at 7:20pm. Then he actually asks me "How would we fix a battery?" with a confused look. By this time my blood pressure skyrocketed. Then he goes into a whole process oriented spiel of how the camera and will just get shipped off. I stopped him in midsentence because all I wanted to do was punch him in the mouth. I said, so I'll just bring the camera in at 7:20pm, and he replied "yes". I left with "That's all you had to say."

I love my Kennesaw Best Buy, but after I return the camera that will be the last time I walk into that store. I'm returning the camera completely. I'm going home and putting all of the camera contents into the original packaging and returning the camera for a complete refund. I'll take my business to Costco and Microcenter from now and in the future. I hate to say that, because the salesperson who sold the camera was great. The checkout and even the upsell of the protection program was great, and I bought the protection program. The superiority complex or whatever that Geek Squad rep has was unbelievable, and has turned me off of Best Buy completely. He needs to be retrained on how to handle customers. Just a word of advice for him... sometimes...

Have now had 3 appts cancelled, all of them 2 weeks apart to fix an ice maker on a brand new refrigerator. I have been given the run around. the first appt an installer came out after i specifically asked for a technician. The second appt that was scheduled, they didn't even bother to call me and let me know the appt had been cancelled because the tech couldn't make it and there wasn't one available in my area. Well then why did you schedule the appt with me then. I wasted a whole Saturday waiting on them to come out, only to spend 5 hours on the phone with Geek Squad and have a new appt scheduled. I asked to speak with a supervisor and was on hold with this lousy music for over an hour waiting. I finally hung up since this mysterious supervisor would never pick up. I immediately called back and got another person on the phone who said they sent an email to the tech that was again scheduled to come out for the next tech visit and cc'd the manager to have someone reach out to me. I should hear something in a few days from the date of the email. Yea right. I had to call the Kennesaw Georgia store Geek Squad and was assured that my upcoming appt was still on. Well now 2 days later, I am getting a call stating that they have already cancelled my appt.... AGAIN!!! This is the most unprofessional, non customer service business I have ever had to deal with. Now, I am again waiting for the representative that called me to pick up as once again I am in hold music limbo land. This is now almost to the point of come pick up your new refrigerator, give me my money back, and I will take my business and tech support elsewhere. Its a new fridge, a new ice maker. It could be something as simple as a kinked connection. No need to get a new fridge sent to me if it can be fixed. this is absolutely ridiculous. Don't waste your money and time with these people. I am still now on hold for an hour and a half. ASININE!!! What a freaking joke...

Just to be clear, the staff at Geek Squad in Kennesaw were very courteous and friendly, which is why I gave 2 stars instead of 1. I purchased a new laptop at Best Buy, and they were offering free data transfers with purchases. I could have done it myself, but I figured I'd save some time and let them do it. I left them my old laptop and my new one overnight. After sleeping on it, I decided to return the new laptop. I went in, made the return with no issues, and brought my old laptop home. At first everything seemed fine, but then I noticed the start menu wasn't working, and then Cortana stopped working and I wasn't able to access it at all. I ran a Powershell scan and it said nothing was wrong, so I restarted my laptop. It booted up and let me sign in, but my desktop was empty and I kept getting an "access denied" message. Geek Squad somehow managed to revoke all of my permissions and I couldn't use or access anything. I tried to restore the laptop to an earlier time twice, and it failed both times. I took it back to Geek Squad the next day and they ended up having to refresh Windows, meaning, of course, that I lost all of my programs. As I said, they were courteous the whole way through, but data transfers are so simple. I can't believe they somehow messed up my laptop so badly doing something I could have done myself! Lesson learned. I...