Geek Squad — Attraction in Louisville

My journey as a Best Buy customer has involved significant expenditure, well beyond $5,000, with a recent purchase of various electronics totaling around this amount. This includes TVs, Sony headphones, among other items. Despite my previous confidence in Best Buy’s expertise in electronics, my latest encounter, particularly with their Geek Squad warranty service, has left me deeply disappointed.

Among my purchases were two TVs: a premium LG 75-inch for approximately $3,000 and a Toshiba Fire TV for $200-300. The LG, now out of warranty, continues to work fine, but the Toshiba, still under warranty, began malfunctioning within three months of purchase. As a computer engineer, I attempted all standard troubleshooting methods, including multiple factory resets, but the problems persisted.

When I contacted the Best Buy store on Outerloop for assistance, they directed me to Geek Squad. Initially, Geek Squad acknowledged my warranty and asked me to bring the TV to the store. However, this is where the frustration began. On my first visit, I was turned away because it was past 8 pm. On my next visit, I was informed that they couldn’t service TVs larger than 32 inches in-store, which contradicted their earlier instructions.

After waiting 20 minutes to speak with the manager, Patrick, I received no assistance other than being told once again to arrange a home service through Geek Squad. Despite explaining the situation and requesting some accommodation for the inconvenience, I was met with indifference.

Final Thoughts:

This experience has significantly tainted my view of Best Buy and Geek Squad. The lack of consistency, empathy, and effective customer service, especially for a long-standing customer who has invested significantly in their products, is disconcerting. The experience starkly contrasts with the more straightforward and customer-focused services offered by retailers like Walmart.

Given the complexity and the time commitment required to resolve this issue, and considering my busy professional life, I have reluctantly decided to discontinue my efforts with Geek Squad. This incident serves as a reminder of the importance of reliable customer service and efficient warranty support. Unfortunately, Best Buy’s services did not live up to my expectations, and I will be more cautious in my future electronics purchases and the selection of...

Dropped my computer off for a spill on it. Not much, just a little that got into the hdmi and display ports. They told me that it was fine after just plugging it in and pushing the power button, already unprofessional. They said they could run a full diagnostic that would take 4-5 hours to complete, but I would be able to pick it up in two days which is ridiculous. Now here I am, two days later, twelve minutes on hold and still waiting. Earlier when I called the robot told me the last update was they would be assigning an agent to it shortly.

Update: They finally picked up, told me they weren’t at the location, then proceeded to...

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