Geek Squad — Local services in Flagstaff

I took my phone to be repaired at geek squad and the customer service is a horrible experience here. The first day the guy that helped me was fine but the second day when the device was getting fixed was a whole different story. Initially, there were about 5 workers standing right next to us and none of them acknowledged or seemed to be able to help me but one of them did make eye contact with my partner sitting there and continued to laugh and converse with other employees. Fifteen minutes later and after the geek squad employee checked out my phone for about a half hour, they started the repair and told me it would take 2-3 hours. After no communication and not being able to get through all their automated bots on their phone system (which other customers also mentioned was not useful so don't even waste your time trying) which could only schedule an appointment, I went back to Best Buy to check on my phone after 3 1/2 hours. After waiting for more than 15 minutes, one of the non geek squad workers noticed me standing there, checked in back and came back to tell me that it will be another 2 - 3 hours. I told him that they told me that this morning when I dropped off the phone and asked what was taking so long. He said he didn't know so I asked him if the person that does the repair showed up since the first guy told me that he would be arriving to the store in around ten minutes when I dropped the phone off for repair. He said that person was there and I just walked out of the store frustrated. This disrespect of my time cost me a day of work without my phone and that is really poor customer experience to lie about the phone being ready when many people rely on their devices to function in the world today.

Over 2 hours later and 5 1/2 hours since they took possession of my phone, my partner got a call that my phone was fixed and ready to be picked up. When I arrived at the store a half hour later, there were three people waiting in the geek squad area and one of them sitting at their desk. The treatment that I saw this lady experience was very unprofessional and the employee was arrogant to this poor woman who said she had been waiting there an hour and being ignored even with an appointment. I believe her because I experienced these employees not having any sense of time when fixing my phone. She asked one of the guys with a geek squad shirt on if anyone could help her because they weren't even acknowledging our existence. No we'll be right with you or eye contact even but they do a really good job of smirking and walking around the store ignoring all the customers waiting for any sort of acknowledgement. Customer service is what earned one star in this review and I hope I never (which is a word I don't use lightly) have to deal...

If I could give Gerk Squad no stars, I would. I purchased a TV a couple years ago. I also purchased the 5 year warranty. Since then I've had to have my tv fixed/replaced twice now. The first time I had to bring the tv in myself for them to ship it to some warehouse. It stayed at the store for 4+ months before it actually went to the warehouse. Then it sat for 2 more months before I got so irate that I went to the store and demanded a new TV. They said it could not be fixed and needed to be replaced. I said great, I have room in my car for the new one, can I get help taking it out to my car. They told me I had to wait for the one they were shipping to them. Not happy, I said ok. 2 more months and still no TV. I go back to the store, mind you that is a 1 hour drive each way each time. This is now the week before black Friday. They have no answers for me. Furious I insist that either they take one off the shelf and put it in my car or I was going to do it myself. I informed them of the cost of having to come up here and the cost of paying for cable for all these months and not being able to watch it because they had my tv. Finally they gave me one off the shelf after I threatened to take them to court. Fast forward to now, same tv, same problem and now they are supposed to come out and look at it. I made the appointment 3+ weeks ago because I needed an early morning appt. Scheduled the time of work, meaning someone else is covering for me and I'm not getting paid. They never updated my address and as of this post, I've been trying to get that updated and to get my original appt confirmed. Of course that's two different techs areas. This simple task, that should have been taken care of when originally scheduled, has wasted nearly 2 hours of my time.... And counting. why? Because their computer system refuses to update my address that took an hour and a half. The hour and a half was because I got hung up on four separate times. Oh make that five because I just got hung up on again. This is the worst experience of customer service I have ever had to deal with. I do not recommend Best Buy and I do not recommend geek squad for...

Completely unprofessional. I made an appointment for 1 to 1:20pm. Could only make an appointment online. Came to the store and they saw on their database that I had a scheduled appointment at 1 pm. They told me to go to the geek squad section. I waited for the whole allotted time and no one showed up at all. I asked them twice for help at the front of the store as no one was coming. There was 4 employees at the front and the main guy who was aware of my appointment would not look at me. It was a younger employee who asked the customer service to see what was going on. There was 4 employees at the customer service. One was circulating, sitting down and on his phone most of the time. One employee sat down most of the time. One was helping customers that came after me. One was with a customer the whole time. 7 minutes went by and no one followed up with me. I stood there for the whole 20 minutes of my appointment just standing there trying to get help and figure out why no one was there helping me. I spent 45 minutes of driving time. Why the heck have me make an appointment when clearly no one is going to show up for their job or have the minimum decency to communicate to me or have some glimmer of respect. I would not waste your time here. Horrible service. They had more than enough employees to...