Geek Squad — Local services in Mentor

Extremely Frustrating Experience at Geek Squad – Mentor, OH Location

I rarely leave reviews, but my recent visit to the Mentor Best Buy was so frustrating that I feel compelled to share.

I came in simply to use the protection plan I purchased for a GoPro. What should have been a straightforward process turned into a disorganized and time-wasting ordeal. When I arrived, the customer service rep wasn’t sure whether I needed to speak with him or Geek Squad. He asked if I was looking for a repair or replacement—which I assumed was for Best Buy to determine based on the policy.

He decided to proceed with a replacement and sent someone to retrieve the item. However, 20 minutes went by and no one had even opened the case because they couldn’t find the key. Eventually, a replacement was brought out—only for me to be told I couldn’t actually do an exchange after all. Instead, I needed to speak to Geek Squad… and get back in line.

At this point, I was ready to give up and go home.

When the Geek Squad rep finally came out, he told me I needed to turn in the GoPro to be sent out for repair or replacement. Unfortunately, he also couldn’t figure out how to process it in their system and had to bring in another employee to help.

The entire experience made it clear that the staff had not been properly trained on handling service plans or communicating clearly with customers. No one took initiative to explain what was going on or keep me updated throughout the process. I spent nearly an hour in the store with no resolution and left feeling extremely disappointed.

This was by far the worst Best Buy...

I have had the Geek Squad protection, since purchasing my Toshiba laptop almost 4 years ago. I am a 71 year old great grandmother that has a part time job that requires report writing, therefore, I had to purchase a laptop.

I am not that computer literate, and I get into items that I cannot figure out myself. Recently I contracted a virus, my second one. Of course, I cannot get out of them so off I go to Mentor, Ohio to MY GEEK SQUAD. They came through for me again. They are amazing. I could not have a computer without their help. I have met so many nice people when going into the store. They are helpful, kind and very knowledgeable about all the messes I get myself into. The turnaround time was only 1 day.

I must mention a young man that has only been at your store a couple weeks. His name was Drew. When I picked up my laptop, after they rid me of a nasty virus, he explained to me all about this virus, and how they rid me of it. I will be forever grateful for MY GEEK SQUAD in Mentor, Ohio. Thank you again and again,...

The GEEK squad ROCKS! I am so computer illiterate; however, when I went to see the GEEK squad at Best Buy they made me feel welcomed and didn't laugh when I asked stupid questions- they said there was no stupid question. I went in to set up an appointment, but instead they were able to talk to me right then and there. Can you say AWESOME! When does that ever happen...They cleaned up things for me and made me feel safe when I use my computer. I am grateful for there help and kindness overall. Don't ever hesitate to ask them anything! They are extremely knowledgeable. My Geek guy Drew...he...