Best Buy — Local services in Grapevine

This review pertains singularity to the Geek Squad service offered at this Best Buy. I chose to use their protection plan when I bought my phone, and was not presented a terms of service for the plan, and was told that if I ever broke my screen it would be $50 to repair. However, when I came in for my appointment to fix my unfortunately broken screen, I was told it would be $60. Right off the bat, this was a point of frustration. The second point of concern and frustration is Geek Squads terms of service that you're made to sign before they will work on your device. These terms quite literally state that the Geek Squad representatives could do genuinely whatever they wanted to your device, including factory resetting it, downloading third party apps, and even sending it out of state via mail all without ever contacting you. Additionally, the terms state that even if the representatives mess up your repair, as in don't fix it, break it more, create cosmetic damage, or anything of the sort that they are not responsible. And of course, with my luck, when I came back with my brother to pick up my phone we discovered two very noticeable spots of delamination on the back glass of my phone, and two scratches across one of the back cameras, as well as some chips around the edges of the phone back where it meets the screen. The most concerning of these was the delamination. Delamination on the back screen of a Samsung phone automatically means that no other Samsung authorized repair place will service the device because its a sign of tampering - even if you have a Samsung authorized repair sticker inside your phone. Delamination means any warranty with Samsung is voided. It also severely devalued the device as a whole, meaning trading it in for any future phone would be near impossible. We were told that even though it was damage they caused during the repair, it was 'cosmetic damage' and we would have to pay to have it repaired. That's right folks, if Geek Squad messes up your repair and damages your device - they will in all seriousness ask you to pay for their mistake/extremely poor workmanship. Not only that, when you have a Samsung device repaired at a Samsung authorized repair place the device is supposed to go back into warranty with Samsung. We were told that was not the case and that my phone would still be out of warranty due to the previously cracked screen. And I won't EVEN go into the sheer ATTITUDE of the Geek Squad representative who came to defend their terrible job. He was rude, high and mighty, extremely unkind and uncaring, and presented some of the WORST customer service I have ever seen by far. I CANNOT STRESS THIS ENOUGH - DO NOT PURCHASE A GEEK SQUAD PROTECTION PLAN. THEY TAKE NO RESPONSIBILITY FOR THEIR POOR REPAIRS, AND WILL INSTEAD ASK YOU TO PAY FOR THEIR MISTAKES. PLEASE, IF YOU HAVE A SAMSUNG DEVICE, TAKE IT LITERALLY ANYWHERE ELSE. Save yourself the money, and absolute frustration of trying to get anything fixed Properly, and take a hard pass...

We came to this location for a screen replacement on a Note 8 we purchased a little bit ago.

First of all we were initially told the insurance deductible would be 49.99 plus tax and they charged us 59.99 plus tax. Which I was more or less okay with cause I get prices are not set in stone. But I wish they honored their word.

They took almost an hour longer than what they quoted us

We have already canceled their "protection" plan not moments after picking up the device. We come to pick up the device and I am a Samsung Certified Tech so I know how to do the repairs start to finish and I know all the rules and regulations authorized service centers have to follow, that said... I have some complaints. They partially delaminated our back glass, a completely avoidable mistake they the service center is supposed to cover according to Samsung policy. The delaminated glass is a clear indication that an unauthorized tech has worked on the device(because any authorized center is supposed to cover their own mistakes) and any authorize center in the future will have to refuse my device for repair. Not to mention a massive scratch on the camera glass. Not only did they refuse to follow Samsung regulation, they gave me back the device in IRREPARABLE CONDITION. Without mailing the phone in to Samsung corporate and paying for a back glass replacement, it can no longer be repaired because of the obvious signs it has been tampered with.

As a paying customer that is completely unacceptable. And they told us they don't cover any damage they cause of it doesn't impede device operation. They made my device irreparable and refuse to cover it. I will be contacting Samsung to have this agreegious mistake rectified.

I DO NOT RECOMMEND HAVING ANY SAMSUNG DEVICE SERVICED AT BEST Buy THEY DON'T COVER THEIR OWN MISTAKES AND DON'T CARE WHAT CONDITION THEY RETURN YOUR DEVICE TO YOU IN.

Go to Ubreakifix for quality service done by a company that follows regulations and will cover any damage they incur per Samsung regulation to ensure an in warranty device is returned to...

Best Buy cancelled my Total Tech Support membership Sept 2022 without ever sending a bill or notifying me of the cancellation or even offering an apology. They admit it was a problem experienced by "many" customers but, their attitude is "too bad ... so sad ... can't help you". SO, in spite of this, I renewed my Total Tech membership while trying to buy a new TV and iPhone this week. However, I lost my earlier printer warranty under my formerly terminated Total Tech membership as Best Buy refused to backdate my renewed Total Tech membership to cover it.

Even after this problem, I stupidly went ahead bought a $1200 iPhone 14 Pro plus accessories and a $899 Samsung Smart TV with Total Tech installation and scheduled an install date. Two days later the installation date was cancelled and rescheduled by "text" forcing me to also reschedule an AT&T Direct TV equipment upgrade and a security company installation appointment, both of which were dependent upon getting the TV installed first.

The Geek Squad arrived today to install the TV. When unwrapped, the TV screen was completely shattered. Turns out, it was a warehouse "damaged return item" which had been re-boxed and re-sold. I tried to get a replacement but, the item is NO LONGER IN STOCK and cannot be ordered. The Geek Squad guys were very embarrassed. Geek Squad is good but, BEST BUY SUCKS. It's impossible to get a Manager on the phone to address these problems and the "Live Chat" function is worthless unless you enjoy wasting endless time talking repeated "word track dialogue" with some rep in Mumbai India. I'm returning the TV, iPhone 14 with accessories and will cancel the Total Tech membership. I will buy all elsewhere. If you shop here, beware of "David" in TV Sales at the BEST BUY GRAPEVINE STORE. He's just a SLICK TALKING CON-ARTIST AND NOT RECOMMENDED. BEST-BUY is the WORST BUY. ...