Geek Squad — Local services in Barboursville

Initially, I rated Geek Squad a 5. Every step of the iPad repair process was explained. The technician explained to me how easy the transition would be with the SIM card. All related information was placed in my own customer folder. E-mails and texts were provided at each step of the way. The estimated return date was spot on. I made an online appointment which was met timely, as well. There was some issue with uploading my iCloud information; yet the technician remained positive and tag teamed another technician. There were other items I wanted to purchase within the store. The technician voluntarily and happily brought my items to me without my having to locate them within the store. EXCELLENT CUSTOMER SERVICE!!!! I had no issue paying the $12 to get my screen protector installed. He did an excellent job!

For this Geek Squad 1 rating. I was having issues with my cellular, only to find out that my SIM card had not been inserted back into my iPad. FYI....You cannot get directly to the main Barboursville (WV) Best Buy Store or Barboursville (WV) Geek Squad. Even though the number is local (Area 304) you always go through a long awaited call center. Which, is no problem, if you can get your issue resolved. I shared with the polite call center agent the issue. All four times, I was told that I would be routed directly to the store. Upon no one answering the transfer from both Barboursville Best Buy and Geek Squad, my call only routed back to the call center agent.

To obtain direct communication, I had to travel miles to the store. No issue. To make a satisfied customer, I only needed my SIM card. Like I shared earlier, a customer folder was created. I was pleasantly greeted upon arriving through the Barboursville (WV) Best Buy doors. GREAT! There were two technicians standing around talking with zero customers there. I was quickly asked if I could be assisted. I explained my issue (unfortunately, it was not the technician that I initially spoke with upon my first repair visit. I sincerely believe that he would been better interested in my issue.) The technician immediately told me that they don't expect SIM cards to be in iPads. REALLY? I thought. The initial technician recognized it had a SIM card and shared it would be reinserted. Is this a training issue or just wanting to get back talking with the other technician. I asked him if he could check my customer folder to see if it had possibly been placed in there. He immediately told me no. They don't have folders. It would have gone to Apple and discarded. He instructed me to go to the Best Buy Mobility Support desk and they would wipe me a SIM card. No problem? Well, that didn't work either. I was directed to go to the mall's cellular store, which wasn't able to assist me. However, the directions to find the location was spot on and I appreciate it. To date, I am waiting for my SIM card. My greatest issue is that the technician 'blew off' my issue as if no problem. The technician needs to be trained in supportive customer service and empathy to the customer's needs. To date, I wonder where my SIM card is in the Barboursville (WV) Geek Squad. With so concern from the technician or even an attempt to look or assist, I will never know. While Geek Squad is a good service, I do not recommend the Barboursville (WV) Geek Squad unless you are fortunate enough to give the one I dealt with initially. VERY VERY...

Autotech experience was a nightmare. Scheduled the first appointment 2 weeks in advance, only to have them call a couple days before and tell me they didn't have enough time allotted to do my install. Rescheduled for 2 weeks from that date, and told Drew to order everything I would need based on the install I wanted. He emailed me the invoice; I show up to the install and he wants to know if I came in and ordered the parts. He said he couldn't order anything from Best Buy (he literally works inside of Best Buy). He then tries to reschedule again for another week and a half out. Also, this is after I had already ordered the parts once from Amazon and had them with me, but I was told they weren't "Best Buy parts," so I couldn't use them. I would rather install it myself than continue getting...

If I had the option to give this place in general zero stars out of 5 I 100% would give them 0. The manager Bryan was completely rude, not friendly, and his representation of his customer service skills are 0. This manager should be fired not only for his poor customer service skills, but also for lieing and providing false information. Instead assessing our needs and figuring out a solution to a problem he chose to make an even bigger issue and problem while now making himself look like a complete fool!!! Thank Goodness for the customer service center and the corporate office for working diligently to make things right and to make sure that they always pick up on the slack that this specific Geek Squad leaves behind, and also making sure the customers issue...