Best Buy — Local services in Bend

I had a custom PC I was building and had difficulty getting it assembled myself. It was extremely high end, and I expressed that it was the primary vehicle for spending time with my son who lives out of state (via gaming) and therefore it was really important to me. I purchased a radiator and the pump didn’t seem to be turning on, and the computer was starting to overheat after turning it on. I thought I damaged the cooler so I bought a new one and asked them to install it.

They first said the motherboard was screwed up (and maybe the hard drive). They then came back and said that the processor was fried. I asked if they ran it with the potentially broken cooler and after looking at the notes, I found out they did. I asked them if they’d provide a discount on a new processor, on the basis that they ran the machine with a potentially broken part and they denied it. The tech (Jose) accused me of running the machine without thermal paste - which only an idiot would do. I asked how they KNEW I had damaged the unit - and not their technician - and they couldn’t provide any answer. They wouldn’t answer my questions or even talk to me and the “customer experience manager” suggested I sign for my computer and get out of the store. At no point did I ever raise my voice, or become aggressive.

I signed for my unit (which was given back to me without my hard drive - with ALL my data - which I didn’t realize at the time because they were throwing me out and didn’t have time to check things). I bought ANOTHER processor and took it to a different shop to have it fixed. He said he would test all my parts, including the old processor that was allegedly fried and the old cooler I thought I’d damaged. Upon inspection, he found the processor was completely fine and the tech just didn’t hook up the pump correctly to the motherboard - the pump fan was hooked up to the system fan port or something like that. Concurrently, the pump was fine, but Best Buy would have known that had they tested it.

These guys are clearly incompetent, do not hold themselves accountable - are dishonest, accusatory, and ignorant. The management is no better. The same manager that told me how he knew his tech didn’t fry my processor - on the basis he’s been doing it for years - (Josh) didn’t even know how to identify which hard drive model I needed to replace the one they lost.

Also, they don’t allow you to even call the store to see how things are going. Geek Squad doesn’t take calls. I called Corporate as well and they essentially told me to go f* myself. Worst experience I have ever had at a retail establishment and I lost a TON of money there buying parts unnecessarily and countless man...

It’s honestly a reflection of what customer service has become—and it’s deeply disappointing. There’s simply no reason to shop locally when experiences like this make Amazon look like the gold standard of service. If I had treated customers this way when I worked retail, my manager would have chewed me out on the spot.

After multiple failed attempts navigating an unresponsive automated system, I finally reached three different employees—none of whom seemed remotely familiar with the product I was calling about, or even the word “Wi-Fi.” By the time I got an answer, I could have driven to the store and back.

When I finally did visit the store, it somehow got worse. Associates shouldn’t offer help unless they’re capable of actually helping. Two different employees gave me wrong directions and incorrect information; the first even contradicted what I was told on the phone and didn’t seem to know the store carried the item at all.

Then, while in the store, I witnessed one of the most unprofessional interactions I’ve seen in retail. Two employees—Tyler and Ryan—were speaking with a customer who had clearly taken a photo showing that a product on the shelf was mislabeled. Instead of acknowledging the mistake, they implied the customer’s photo was wrong or staged. Their tone and attitude were dismissive and defensive. Out of curiosity, I went to check the aisle myself, and sure enough, the item was mislabeled exactly as the customer said.

The entire exchange was genuinely disgusting to watch. If my own employees ever behaved that way toward a customer, they’d be getting their final paycheck the next day. Absolutely disposable behavior.

I left my items on the shelf and walked out. I’d rather give my money to Amazon and wait a couple of days than support a company that employs people like that.

And that’s the real shame here—I want to support local stores and the people who work in them. I’d much rather spend my money in my community than contribute to a company that mistreats its workers. But service like this makes that almost impossible to justify.

It’s not just poor service—it’s embarrassing. I’d be embarrassed to work for a company that accepts this level of indifference, and honestly, I’m embarrassed that I...

Horrible service, I recommend almost any other business for tech support. I bought a gaming computer (mid to high tier) from them and it worked perfectly for a little over a year. All of the sudden it stopped being able to run almost any game I had even at the lowest settings. Four months and several appointments with Geek Squad later they had continued to run it and tell me nothing was wrong and every time I would bring it back to my house it would fail to run even the basic of games. I did my own searching, downloaded my own software and found out (no thanks to them) what the issue was. Turns out my computer was severely overheating and causing my GPU's performance to drop substantially, an extremely common and easy to detect problem with gaming computers. I took it in one final time and they confirmed that I was correct that my computer was overheating and causing my GPU to not be able to run even the most basic stuff, and promised they would open it up and clean it out or at least see if there was something wrong with the cooling fans. I came back to pick it up and to my dismay they didn't do anything with the fans and instead did the same exact procedure that hadn't worked for the past four months, and proceed to tell me that it wasn't overheating and that it preformed fine. Lo and behold when I took it back home, plugged it in, and ran a game they said they had tested with (they lied because when I got home the specific game needed an update from several weeks ago showing that they in fact had not ran it at all because they would have had to update it to run it) it failed to run it or any other games and the several software on my computer said that it was overheating. All in all Best Buy and the Geek Squad has been a colossal waste of time, energy, and brain cells trying to deal with people who consistently fail to listen to their customers every time. If you want to save yourselves money I honestly suggest for your own sake please find another service provider for tech support, and do not waste your time in the endless loop of Geek Squad that just causes you to waste more and more money. For your own good, please choose another service.

-a very, very...