Geek Squad — Local services in Pleasant Hill

I want to sing the praises for Gabriel Serrano. I had inadvertently allowed a scammer, believing them to be Geek Squad, control of my laptop. After being inside my laptop for over 30 minutes, they called me back with a series of issues including a Trojan and “someone turned off my defender.” Then the scammer said for $299/year, they would make sure this would never happen again to me. By then, I figured out I had been had. I am not a computer person (as you have probably ascertained) and I was appalled at myself for my stupidity and my trust and also, very afraid. I went into Best Buy and made an appointment for two days later. I had the good fortune to have Gabriel Serrano from the Geek Squad to help me. From the very start, he was calm, patient, positive and he listened to what I had to say. Just what I needed. My anxiety level dropped several degrees. Before he even touched my laptop, I felt better! A preliminary search by him looked good but he wanted to keep my laptop for a more inclusive diagnostic and to add more security. I got a call from Best Buy the next day saying my laptop was finished but that I needed to make an appointment because they still needed to add the security. I called to make an appointment but had difficulty, so decided to go into the store to make the appointment. Gabriel happen to be standing in the area and he said he wanted to help me (I had no expectation to see him and truly had only come in to schedule an appointment.) But said he wanted to finish the job he started and then I would not have to come back again. And he did just that. I felt like he provided exemplary service. He CARED. He was knowledgeable, thoughtful and never once made me feel foolish for my interaction with the scammer. Thank you, Gabriel. Best Buy is very fortunate to have such a...

I would give a 0 star if possible.

The Geeksquad staff were terrible. I scheduled my first appointment for iPhone battery change, but they did not prepare the correct battery even thought I stated clearly which battery I needed and schedule the appointment a week ahead. I have to wait for the order for a week. When the battery arrived, staff called me and told me to just meet them in the store without appointment. But later when arrived at the front desk, another staff told me to get an appointment and denied that anyone called me. She said it could be from a call center anywhere around the world. Well, she did not even check if her colleague called and all she wanted to do was blowing me away. I told her it was a number from Walnut Creek and the guy on the phone clearly told me he worked at this location. And guess what, it was indeed her colleague who called me. I have to argue with her so much so she would finally rolled her eyes and decided to check for me. Terrible customer service attitude. When I thought my iPhone could finally be fixed, I was disappointed again. The guy who change the battery broke a wire or something and ruined my screen. They told me they can order a replacement but would be another week. What a joke! I just want to change the battery and it’s gonna take two weeks? I told them I could not wait another week cause I have to travel in 2 days for a business visit. Despite all that, they still wouldn’t refund me. So at the end of the day I spent $69 for them to break my iPhone so I was left with no choice to buy a new one....

Luis provided exceptional service during my recent visit. Upon entering, I was uncertain about what to expect, particularly given my limited knowledge of electronics. However, he assisted me in locating a cooling fan and a battery on Amazon to replace the damaged components.

Luis exhibited clarity in communication, conciseness in his explanations, and displayed commendable professionalism throughout our interaction. I have already scheduled a repair appointment and am confident that I have identified my preferred establishment for electronics needs. I extend my gratitude to Luis for his kindness...