Geek Squad — Local services in Cuyahoga Falls

Complete incompetence. Last week I set up an appointment with them for a refrigerator repair. A tech came out that Friday to fix it, but was unable to because of a need for a different part. Fine. Then we rescheduled for this Friday, between 8-11. Sat around Friday until 12:30 when I called and asked if they were still coming. They informed me that the tech was delayed and would still be coming - so be patient and wait. At 3:30 I called and got a different person who said that no, there was no was appointment and they had canceled it the day before. Remember: they had CONFIRMED that a tech would be here when I called at 12:30, but then said that there NEVER EVEN WAS AN APPOINTMENT when I talked to them at 3:30. Then I spent an hour and a half on the phone trying to get a manager. Was disconnected once, was put on hold once until their system dropped me, and finally got a manager "Deanna" on the third attempt, but that took 30-40 minutes of waiting on hold. Described the situation and Deanna was completely unapologetic. I mean completely. Didn't let me talk at all - kept interrupting the entire time, even when I was answer questions that she asked. Said that she was unable to talk to the people who handle the service calls because "we only schedule appointments, but dispatch is a different dept" and said that she had no way of communicated with dispatch. Yes, the manager said that she is incapable of communicating with people in her own company. Said that she could do nothing for me - could not discount parts or labor rates. Nothing. Said that she could do literally nothing for me, and then got really nasty on the phone because she kept asking me what I wanted her to do. When I said what I wanted her to do, (anything) she said that she couldn't do anything. Which means that her existence at that company seems to be without any point at all. Then, after my multiple requests that she find some way of making the customer happy, she said that she didn't see the point of the phone call anymore and... hung up on me! What did I learn? Deanna has no ability to do anything to help customers, yet holds the title of a manager there. And gets angry at the customers because she is either powerless or incompetent. If you are thinking of doing any business with Geek Squad, I strongly urge you to RUN. DO NO BUSINESS WITH THEM. And to Geek Squad: fire Deanna and hire...

I tried to call in to get a hold of a geek squad representative. I just had a basic question to ask. I am a mother of three children and I just had my three month old daughter, so I did not want to take her out when it was really cold just to ask a simple question. I tried to get a hold of somebody from the store like a manager or something that had more experience because I had already been on the phone for over two hours and given the runaround with Samsung. When I asked to speak to someone with more experience the lady Valentina refused to allow me to speak to anybody other than her and refused to get me her manager when I asked. I told her that if I came up there, would there be somebody else that could speak to me and she said no, they would not speak to me. How rude. I can’t believe that people think it’s OK to be this rude to customers that you literally refuse to help me to answer any question that I am seeking help for. I will never purchase an item ever from Best Buy. I am not racist by all means my daughter is South Korean. However, the lady was an ethnic background and it just seems that every location that I have been to here in Cuyahoga Falls so far that is ran by ethnic people, they are so rude and they do not want to help you always smile and laugh whenever you go to them with a problem and they lie to you in order to get you to buy devices items and then when you actually have an issue with them, they don’t want to help you at all. They literally just laugh at you and turn their backs on you. I really miss , the way things were before we just started letting anybody into these jobs because at least back then there was training and customers were respected way more than...

I had a terrible experience! I took my laptop in because it would not restart after installing a new anti-virus software. I am not tech savvy, and told this to the person who assisted me. They said it looked like an operating system issue and recommended I leave it for repair.

When signing the paperwork there was a box to check for "decline" or "accept" back up. I specifically asked what that meant and if I needed to say yes or no. I was advised I did not need it.

Much to my surprise when I picked up my laptop today they had reinstalled Windows and handed me computer with nothing on it. Everything is lost. And no, I do not back up. The reason I was at the Geek Squad is because I am not tech smart and needed help! If it was explained to me that I could possibly lose everything of course I would have requested the back up!

I hope that the employees remember this when people come to them for help and do a better job of explaining the process and the potential ramifications...