Geek Squad — Attraction in Surprise

We bought our daughter a new $600+ Lenovo laptop and roughly 4 months into owning it she found the screen cracked. We don't know how but I'm sure it's caused by one of our kids. We take it back to Best Buy and to the Geek Squad (GS). They must send it to Lenovo for repair and collected $85 at that time. The Geek Squad person stated that the $85 would be applied to the total repair cost of $173.00, and we should here something within 2 weeks. Didn't here anything in two weeks and visited the GS to get an update. They said it was still at Lenovo. Approximately a week later my wife receives a voicemail at 6:20 AM. She fails to call them back. Wife goes into GS 5 days later to inquire about the laptop and it's already back with them, unrepaired. Wife questions why and they state we (wife) didn't confirm the repair via a return call to the voicemail. Ok, we accept we failed to respond to their voicemail in a timely manner. BUT, is it appropriate to reach out only once in this hyper-paced, over-commercialized American life, and then default to sending it back after having the laptop for several weeks? Is that good customer service practice from GS or Lenovo?? Also, the repair cost has gone up to $259 since it was sent back, unrepaired. AND they now state the $85 already paid is not to be applied to the final bill. Wife demands the laptop back and they refuse because she is unwilling to confirm the repair (still unrepaired). She is very frustrated by this point asking why she should confirm something that has not happened, that has not been done??!! She continues to demand the laptop back and they (GS) continue to refuse. She gets a chance to take possession of the laptop and the GS person starts demanding she give it back. They already have our $85, have had our laptop for 3 weeks, nothing repaired, and demanding more money. She says no and the dispute continues for a few more moments until people in the store begin taking notice of the situation. The GS person calls for a manager and the manager (assumed they were the manager) says to let her leave. Wife leaves with OUR laptop and an absolutely inexcusable experience at BestBuy/Geek Squad. No contact for two weeks+, then an early morning voicemail, then returned unrepaired, lastly having to fight to regain possession of OUR laptop.. $85 for nothing but lip service and poor...

Spent the last 3 days trying to fix an Outlook email issue on my android cell phone. Was apprehensive about coming in for assistance as I assumed that it would entail a long wait being that we are near the holidays, or maybe I needed to make an appointment? I was pleasantly surprised to find there was no wait and I walked right up to the counter. I was kindly greeted by Anishia at Geek Squad, who patiently worked to troubleshoot. Seems there is an issue with Outlook, but Anishia was able to figure out a solution to get my emails. My fingers can now heal from biting my nails, as I have been needing important emails to come through! 🤘 The help was complimentary, and they take walk ins as well as appointments. Good to know Geek Squad is here to help - for not just laptops and computers. A great company 💜 THANK YOU ANISHIA FOR...

I have brought my PC here 3 times now for either parts installation or diagnostics. This last time though I had a wonderful experience checking in my PC with Michael. He was not only knowledgeable but was just a delight to deal with. I also have to shout out Maximo, I received a call right at closing time letting me know my PC is ready, they could have called me tomorrow but took the extra time at the end of their day to at least let me know. I have to say this GS station has some AMAZING employees working for them and I only hope their bosses know it! I...