Geek Squad — Local services in Pensacola

NEGATIVE 100 STAR REVIEW. AWFUL EXPERIENCE. DO NOT LET THEM TOUCH APPLE DEVICES. They are COMPLETELY INCOMPETENT. Bring your iPhone or Mac to Technology for Tomorrow instead. You have been warned. I can't stress this enough. Best Buy and Geek Squad are woefully incompetent.

I brought my iPhone 15 in for a back screen replacement. It was a T-Mobile warranty repair. They punctured the battery while doing that repair and kept the phone for 3 weeks. I was offered an iPhone X 64 gb as a loaner for my $1200 iPhone 15. Needless to say that phone was garbage and I had to remove so many of my essential apps for my day job and second job that it was completely useless, aside from texting and calling. Their incompetence cost me money in my day job.

What's more appalling, is their attitude from the slick haired chubby Geek squad dude to the store "manager". The geek squad guy was smug and he "wasn't about to give me a $1200 loaner phone", despite breaking my very $1200 iPhone 15. The manager was equally useless and not only refused to make it right by giving me a suitable replacement, despite having a store full of phones, he lied and refused to give me the broken phone to take elsewhere, he said it was Apple policy that they couldn't do that. I think they just wanted the repair money at my expense of being without a useable device for 3 weeks.

They flat out lied about being able to release my phone to me. I spent an hour on the phone with Apple. When confronting them with this they still didn't care. I could have taken the broken pieces to Technology for Tomorrow and they would have gotten me an expedited replacement. Funny enough, after 3 weeks of waiting, this is exactly what Best Buy / Geek Squad did.

Their customer service is also garbage. You make an appointment only to show up while they pass you over for anyone else who walks in. Then you wait around for 4 hours for this "30 min repair" only to find out when the girl comes back from lunch "did they tell you? they broke your phone and it's not fixed ". Need I go on??

There were a few nice folks, I encountered a few useful idiots, but when I needed someone to deliver, they failed in every way. I wasted over 20-30 hrs on the phone, driving to/from the store, or waiting in the store, not to mention being without a device for 3 weeks.

Run. Just run away. I will never darken...

It’s been since July 18th since I dropped my phone off at GeekSquad to be fixed under AppleCare. After I called them for the umpteenth time, they finally told me that my phone had not been shipped out yet. Initially, the tech told me it would take 2 days to 2 weeks to get my phone, but that was 18 days ago. Yesterday, after they told me they’ll try to ship out my phone soon ( I would hope since I’ve been waiting this long), they said it would be ANOTHER 2 days to 2 weeks. I talked to several techs with no apologies so I had to come here to resolve since Geek squad doesn’t want to make this right. I will not be taking any electronics here which I’m sure is a relief for the techs since they seem overworked and frustrated. Hopefully I will be getting a new phone, because I don’t think I trust the techs since they can’t cant even communicate properly with customers, sad experience. Even more sad that I have to leave a review to get my point across. Very unpleasant experience at the geek squad in Pensacola. Would not recommend; seems like I’m doing the techs a favor since they act miserable to be there.

Update I still have not received my phone! 7 days ago, a geek squad tech told me he would ship my phone out later that afternoon (3 weeks from original date) and get the process expedited since it has taken so long. Obviously that hasn't happened. I called and left a voicemail to make an appt, but no one has called me back. Can't say I'm surprised at that, seems that lack of communication is a theme.

UPDATE Day 28 of no phone! When I called geek squad squad on friday, they said that it was apple’s fault, but the shipping label states that geek squad only sent it out on the third (15 days AFTER I dropped off my phone at geek squad) So how’s it apple’s fault it’s taking so long if geek squad waited over 2 weeks to mail it? This is unacceptable that someone has to wait this long, especially when they pay for apple care and geek squad is an authorized signer of apple. At least get me a...

BUYER BEWARE. Brought my iPhone in for them to fix an unresponsive/frozen phone. No physical damage on the phone but there was no reaction to touch on the screen. Informed them that I just needed to unlock the phone somehow to retrieve the data and get it onto a new smartphone. The agent said the screen needed to be replaced to unlock the phone and it could be done in about an hour. I agreed. A few hours went by, so I called to check the status. The agent said the screen was replaced but it didn't fix the frozen screen problem. He said they needed to order another screen and replace it again. I decided it was unlikely a screen problem and asked them to close out the order and I would come pick it up. When I picked up my phone, the agent said they got the screen working after all. To my shock, I found out they actually factory reset my phone and deleted everything to "fix" the problem. Photos, messages, notes, etc... All gone. It is apparent to me now that the screen was never actually broken and it was just a software glitch. When the new screen didn't fix the problem, the repair tech decided just to factory reset and delete everything without asking me first. They refused to refund my charges even though I explicitly told them to preserve the data and that was the sole reason I was there. Unprofessional and downright careless. I'll never trust this...