Geek Squad — Local services in Aurora

Where do I begin? First off, I assumed getting a new screen for my phone would be simple, but that's apparently not the case at geek squad. I went in to get the process started and my experience with the staff and the manager was awful. I had to wait 15 minutes even though I had an appointment. When I was finally assisted they told me the screen needed to be ordered and would take 3-4 weeks to come in before the repair could be made, despite customer service informing me that they had the screen and could get it fixed the day of. The manager told me he was going to the back to order the part and add me to a service list. I waited an additional 15 minutes after this and then one of the other Geek Squad associates came over to ask if I had been helped. I explained I was waiting for the manager to return to tell me everything was all set so I could leave. The associate went to the back to find the manager. The associate returned and told me the manager had left for his lunch. I nearly lost it. I kept my composure and asked if I could just schedule my service appointment when the part comes in. He said yes, but I had to pay up front for the part and service which was $270. I decided to pay and proceeded with my day.

I thought once the 3-4 weeks passed I would finally be able to drop off my phone to get a new screen. 4 weeks later, I am informed that the service request for my screen part was rejected by Samsung due to the diagnostic test being completed incorrectly by Geek Squad. They wanted me to bring the phone back in to re-run the diagnostic and have me wait another 4 weeks. At this point, with everything that went wrong, I decided enough was enough and called in to Geek Squad customer service to request all services be cancelled, and to be refunded. They told me I had to go to the store I made the first appointment at in order to process the refund due to the high amount. Thankfully, when I arrived the manager was nowhere to be found. We only waited 5 minutes for their associate to finish with their current client. She looked up the service request in the system and when we explained what we wanted after this whole debacle she agreed to refund. She tried to explain why all of this was happening but it seemed like she was just making up excuses while she processed our refund. We assumed she was trying to save face for her manager. We asked for the manager's card before leaving and confirmed he was the one who helped and left us hanging on our first visit. Geek Squad will no longer be a place we will consider when we need to resolve a technological problem. The service was terrible and we will never get back our time wasted. I can't speak for other locations, but the Aurora location off Mississippi near I-225 should be avoided, unless you are looking for an unprofessional and inefficient...

Garbage. These guys overcharge massively and what you receive for the Geek Squad subscription in the first place (at an exorbitant price) is confusing and left intentionally ambiguous. I brought my computer here for a check-in and they send it off to corporate and tell me I need my motherboard replaced. They provide no other options and no explanation of the problem whatsoever, but I agree and they charge a ridiculous amount for it and the diagnostic despite an existing Geek Squad subscription (what did I even buy this for?)

Computer malfunctioning and not holding charge after a month and a half with THEIR new battery and motherboard. I bring it back and they tell me they're only willing to do fixing diagnostics on computers within the first month, which I've just missed because when this happened it was over the holidays. Eventually, through a ridiculous amount of badgering, I manage to convince them to waive the charges and fix their mistake, but with absolutely no ease whatsoever. The entire time, the employees are rude and condescending.

I finally receive my computer back after it took longer than they indicated it would to fix. When I get it back, the computer is completely wiped. They should not have touched anything related to the memory whatsoever, and they tell me this as well. Years of hard work, documents, photos, etc. all gone. They tell me they'll "take this to corporate" and that I can take it home and use it until they get a response. I doubt this logic but think 'hey, they're tech people and I'm not," so I go home and use it, only to be called five hours later saying "don't do that, we were wrong" and by this point I've obviously made a new account and it's too late. They say they'll 'take it to corporate" and I call them month after month and go in to inquire and nothing. Zip. They keep promising things and eventually I just gave up.

The employees here are ridiculously rude and Geek Squad as a whole is wildly obtuse and...

Employees are rude majority of the time. I brought in my computer to see if they could fix it and they straight up turned me away with out taking a look at it. They said that they didn't have the parts for it and they didn't even know what I came in for they just didn't want to work. When i finally got the guy to check it he just looked at it didn't even look at the model or maker and just said can't help you. Also lady in charge of customer services is obnoxious, loud, and rude. Do not go here! You will be better taken care of at a independently owned repair shop. To add injury to insult if you buy at best buy your items are more likely to break and you will get pointed towards geeksquad home of the rude and not very helpful. Just save yourself the trouble and go somewhere else to buy your tech. Try Micro Center for computers, and other tech. Or order online, straight from the companies. The only thing I would buy at Best buy would be movies, and cd's or anything that doesn't...