Best Buy — Attraction in New York

My experience with this location's Geek Squad was extremely disappointing, and I will not be returning as a customer to Best Buy because of it. I work in a job with very demanding turnarounds, so when my laptop broke, I wanted to get it repaired ASAP at Best Buy. After paying $170 to receive the correct membership for Geek Squad support, I was promised that my laptop's issues would be solved and the data would be fully transferred to an external hard drive. Just a day later, I received an email that my laptop was fixed and the data was fully transferred. However, when I arrived at the store, the laptop continued to crash and display the same errors in front of the agent. Additionally, the amount of data transferred on to the hard drive was only 30% of the files I had on my laptop. Despite this, I was given a sheet that provided vague checklists describing the repair and a claim that the issue was resolved. When I pushed back, I was told my computer’s problem was a RAM issue, a CPU issue, overheating, and a pixelation issue. Beyond that, after proving to them that my files didn't fully transfer, I was told that all of my files were downloaded externally or synced to Dropbox, both of which were not true. I left my laptop with the Geek Squad and was told both issues would be fully resolved the next day.

When I didn't hear anything, I gave them a call and I was told that more nondescript errors were found with my hard drive. When I asked for an estimated timeline for the repair to be finished, the agent told me his manager would call me the next day with more information.

The following day, no call came - I left a voicemail at 5 o'clock and called again at 7:30 in a last-ditch effort to get support. The lady who picked up my call at Geek Squad told me that nobody promised to give me a call. When I told her what I heard from the agent previously, she then claimed that she called me at 3:00 that day. My call logs have no record of this number reaching out to me. I asked if I could talk to the manager, and she then told me that she was the manager.

Every attempt to seek clarity on my laptop's issues, the Geek Squad's actions regarding its repair, or an estimated timeline was consistently met with evasion and avoidance. This lack of transparency and accountability has broken my trust in the Geek Squad's commitment to handling my equipment responsibly.

It has been 5 days since I have received any concrete update on my laptop. I ended up cancelling the service and taking my laptop to LaptopMD a few blocks away, and they were able to identify my issue immediately (which was not identified by Geek Squad) and provide a clear timeline as to when I can receive my fixed product. I recommend that anyone considering using Best Buy's Geek Squad for repair to explore local tech support options, where workers will genuinely share your level of care for...

I rarely leave bad reviews but this may save someone's time. This store misguided me as a "Samsung Authorized Service Center". Wasted my 2 hours, left early from my work shift to get to this store for my 7:40pm - 8:00pm (20min) appointment today with their Geek Squad only to get there and having to wait and be ignored by their Geek Squad rep. (See screenshot 1 of 2). The lady at Geek Squad ignored me first and was telling people before me that they were not accepting walk-ins and only people with appointments were going to get service. I had an appointment with them for 7:40pm so I said the lady in a normal voice that I am not for walk-in and I have an appointment for 7:40pm. The lady was probably tired as I was her last slot, but still that doesn't justify her giving me attitude and lying to me that she had already checked me in when she didn't. (See attached image: picture 2 of 2). After that she came to me in last 7 mins before my appointment was about to end to tell me that, "you're here to repair to repair your Samsung's cracked screen?" I said yes, she asked the reason and I explained that it fell down the stairs, the lady then said that "their Best Buy location doesn't have the contract passed yet to repair Samsung Galaxy phones so they don't have parts to repair my screen" and so she was no help at all. I don't understand why she even asked me the reason because I had already specified (typed) my reason for visit at the time of booking my appointment.

The lady or any other Geek Squad rep at this location could've informed me this prior in the appointment confirmation email (see screenshot 1 of 2), when I booked my appointment 2 days ago as they had asked me to explain in comment section of booking the appointment the reason to get my phone repaired. This is just misleading information and the attitude of the lady at Geek Squad was absolutely unacceptable. I work sales and customer service so I damn well know how to treat a customer, the lady at Geek Squad needs to know how to treat customers especially if they took time out to book an appointment and travelled all the way to their location from a different borough...

Positive Experience The purchase experience, for me, is prioritized by price and variety of products, therefore the overall rating is positive. These two priorities are more important to me by large, because the purchase lasts a few days tops, having the product for a fair price is a lifelong benefit. But all conditions equal, I would have gone for Amazon. I was only a few days in NYC therefore, I couldn't wait for the delivery, if I was living in there permanently, I would have price, product and customer service on Amazon. On Best Buy, I only had the first two.

Customer Service Technical Skills However, all the other points have had issues. In New York I had to visit 3 different stores to find a phone case, for instance. None of the stores offered the option to have the product moved from one place to the other, so I had to pick it up myself. Additionally, I received wrong information as to where the product would be, in which store. This let's me know that the staff may not be properly trained to use the system.

Website As for the website, I have received confusing information on the website. I made a purchase, led by a green sign saying "You can pick it up near you" with no mention of dates. With that, naturally, I understood that I could order and get it immediately on the store. I made the purchase and, only then, the store clerk that helped me through the order on the phone said that he didn't have the product readily available, but that the deliveries are 'usually' on Thursday. Meaning that I would have to wait a whole week to have the product.

Customer Service Soft Skills Out of the several visits in 3 NYC Best Buy stores, we have not been satisfied with the treatment received from the staff once. They were all cold, unhelpful (most of the time) and overall without any will to solve the customer's issue. You get the feeling that you are inconveniencing them with your presence while they would like to just be chatting...