Geek Squad — Local services in Springfield

Former Total Tech customer here. Crew came to our house on two occasions. Same crew each time and led by same person. Unprofessional. Crew leader hustled us into paying for more services and products.

Now I understand part of the issue is lack of communication between their order process and service technician process. Took them ONE year, yes, one full year to finally come out and finish installation on one of our tvs. This was a scheduling, system issue, as much as it was an error on part of their lead technician. He was ignorant as to how to install this new model the first time, despite us being assured by the sales rep when we ordered it that Geek Squad could handle the installation. Because of that initial ignorance, it then took months to get something lined up again. Also, they try to solicit you for donations. He was rude about it when we declined. I don’t appreciate that. Especially, after already being upselled on services and premiums that should have been part of the Total Tech experience. They also want to set up your software for you, register your product themselves, etc, and they want to know your passwords. I’ll type my personal password myself, thank you. No need to look over my shoulder. They’re like, “we don’t care, it doesn’t matter, we’ll just forget.” Um, excuse me. I care. Some passwords are intimate. Not to mention. It’s none of their business, regardless. Weird, unsettling experiences. We canceled Total Tech after a year and no longer consider Best Buy as our primary provider for...

I’m a big believer in supporting local businesses. Rather than go to St. Louis to The official Apple Store to repair my iPhone , I thought I’d give Best Buy here in Springfield a try. Big mistake. They charged my credit card and told me it would be about 2 to 3 business days before the battery I was trying to replace would come in. After a little over two weeks, I never heard from them. At the time they charged my credit card, they said they would call me as soon as the part arrived.

I called Geek Squad, customer service, which is a nightmare in itself. There’s no possible way to talk to the actual service personnel on site in Springfield. You get connected to an undisclosed corporate customer line. The agent I spoke with said that there was never any repair claim initiated in the first place. So just to clarify, they charged my card, but never even started a ticket to initiate the repair process. Absolute scam and waste of time.No quality of work , because the work was never even done! Absolutely no customer service whatsoever. Very dissatisfied from all....

I wanted to take a moment to show some appreciation for the technician who helped me today. Jordan (I think- I'm bad with names- male, early to mid 20's with curly black hair) was nothing but the embodiment of professionalism coupled with approachability that made even my quiet and awkward nature feel welcomed. Through every step he explained what he was doing and why, especially when it came to signing paperwork associated with my claim. To take things a step further, he managed to delegate his team members to ensure that all customers present were engaged and ensured a steady workflow while balancing the needs of multiple parties. It is clear to me that this man has a passion for his job and an attention to detail that is a huge asset to Best Buy and Geek Squad and I absolutely will be returning if I can expect such excellent service moving forward. It is my hope that the proper reviewing authorities during any employee or promotional boards will see the value of a technician of this caliber (or they don't and I can hire him). Good job man. Keep up...