Geek Squad — Local services in Augusta

Poor Customer service. Wasted two days waiting for geek squad to arrive for scheduled appointment. Had to call and reschedule twice and no one showed up. First time we called they said they don't know what happened. Not showing that anyone contacted us. Mind you, we have a warranty on our washer. We have a 3 year warranty on washer and refrigerator. It is now 12:05PM again on the scheduled appointment from 8:00-1200PM. Very disappointed and angry. Now waiting on hold for customer representative to answer. Representative finally answered and while i was spelling first name they hung up the phone. This was after waiting for more that 10 minutes on the phone. Not very professional at all. Very dissatisfied with support. I would rather have someone come and pick up the item.

Allison (Tech support) finally answered and dealt with the call professionally. Thank you Allison. Great customer service on your part. Technician is still a no call no show. If you are in the Augusta Best Buy location and are a manager, please talk to your technician about the importance of communicating with clients. Cost of everything is going up so being stuck at home two days wasting 8hrs not earning money is costly. Perhaps even worth more than the warranty and washer that we paid for. Thank you again to Allison(Customer Care Representative) that finally made some good sense and was willing to work a solution that is at least half satisfactory to a frustrated(understated) customer.

Update: The solution was to wait another 1.5 hrs to give technician a chance just in case the technician took longer at another location. I was told if tech does not show up in this time, to call back and they will escalate to geek squad manager for a call back. Well it has been 1 hr and 45min. I called back, and because the wait time i opted for call back. still waiting...now playing phone tag. another day wasted.

Update: it is now: 3:16 pm, I just started combing through my emails and came across a third party technician company that deals with geek squad. This was after hanging up on a representative that was repeating the same scripted response and getting nowhere. The representative from the third party company explained why the scheduling did not go as planned. First the stated time that the Best Buy quotes is misleading. Because the technicians from the third party have to call the client first to make the proper schedule in accordance to parts and services needed etc. Anyhow, the third party company were trying to contact us but was using an old number, mind you , we have already called customer service and and emphasize that the old number does not work and i gave them a new one(several times). I know my complaint is long. But this is not the first time I dealt with this same issue. STOP QUOTING A SCHEDULE TO PEOPLE THAT YOU HAVE NO HAND OR INTENTION IN KEEPING!!! There should be a standard as well with customer service. Just sounding nice on the phone is not customer service. The representative from the third party although sounded nervous, she still handled the call with the intention on finding an actual solution for me. Clarification goes a long way.

Best Buy needs to fix this issue concerning scheduling!

I could have gotten a brand new washer with the man hours I wasted waiting for them.

I hope this helps someone...

If I could leave 0 stars, that would be more fitting.

First experience: Went to Geek Squad, tried to have my Apple Care insured iPhone repaired/replaced. Basically, took my phone for an hour and told me to go to the Apple store. # of days wasted: 1

Second Experience (a month later): (Back story: Wife's Apple watch heart sensor not working. It's covered with Apple Care, went through Apple first, they sent it back saying they couldn't recreate the issue, told us it would be replaced if issue continues.) My wife took her Apple Care insured Apple Watch to Geek Squad to inquire about replacement/exchanging options since we purchased everything at Best Buy, and not an Apple Store. Made an appointment. Geek Squads response: You bought this watch a few months ago? "We can take care of it within 14 days, and it's kinda passed 14 days (awkward chuckle at our expense)." (Actual quote, to the best I could remember it) Insulted our intelligence by stating that January is longer than 14 days ago, then literally told us (here's another quote) "You should just sell it on Ebay, at a discounted price." Sell an Apple Watch still covered under a paid Apple Care plan, on Ebay, at a discounted price. Nope. Here's your 1 star Geek Squad. Way to go. We also have contacted management about this. # of days wasted : 2

Bottom Line: Geek Squad - "go to the Apple Store, or sell it on Ebay, because why not."

Don't waste your time, please just go to the Apple Store if its an Apple product your having...

I needed a diagnostic report on a TV and monitor for an insurance claim. I called the store number and got a lady in India... She gave me another number to call for the local Geek Squad... Got a guy in India... He told me to bring the TV and monitor into the store and they would provide the diagnostic report... My wife and I (senior citizens) figured out a way to transport the huge 75" TV to the store... We got there and they had a sign with check-ins for the geek squad... I scanned the QR code and was taken to a site where I could schedule an appointment or chat on-line with a tech... I tried going through the web address on the sign, and it brought me to the same two options... I finally asked a person at the desk how to get on the "appointment" UR-Next-type list they had scrolling on a monitor above the Geek Squad desk... The lady was nice enough to manually enter me on that list with an "appointment" for 45 minutes later... Once I got to my "appointment," I was informed that the Geek Squad would ONLY do diagnostics for things that were being claimed through Best Buy warranties... If the people in India had told me that, I could have saved my wife an I a full day of hauling TV in inclement weather and risking personal injury... Best Buy needs to educate their foreign...