Best Buy — Local services in Tucker

I am writing to express my disappointment with my recent experience at Geek Squad. I brought my computer in for diagnosis due to a freezing issue. The diagnostic service cost $100 and took approximately 5-6 hours. When I returned to pick up my computer, the employee who assisted me was not the same individual who conducted the diagnostic test. I received a brief, one-sentence report stating that both of my hard drives were freezing. The employee was unable to provide any further details, hastily explained how to transfer my data to a new hard drive, and informed me that Best Buy does not sell the necessary parts to resolve the issue, nor did they offer any assistance in fixing it.

Upon returning home, I found it unusual that both hard drives would fail simultaneously. Seeking a second opinion, I took my computer to another reputable tech store (not a Best Buy). Their diagnostic revealed that the issue was actually due to faulty RAM, which is an easy and inexpensive fix. Despite Geek Squad's assurance that they had checked the RAM, they had misdiagnosed the problem, suggesting a far more costly and complex solution. The technician at the second store immediately suspected a different issue upon hearing Geek Squad's initial diagnosis.

I contacted Best Buy to address this incorrect diagnosis, but I was met with refusal to offer any solution or compensation. I spoke with customer service, an employee, and a manager, all of whom insisted that their diagnostic tests were conducted correctly. This suggests either faulty equipment, errors by the employees, or outdated processes. This misdiagnosis could have led to a very expensive and unnecessary repair, which I fortunately avoided by seeking help from another tech store.

The other tech store provided a more affordable diagnostic service, with knowledgeable and communicative staff who offered a complete breakdown of their tests and a solution to fix the issue. They even offered to perform the repair, which Best Buy did not.

This experience has left me extremely dissatisfied with Geek Squad's service and I hope that steps will be taken to improve the accuracy and quality of your...

I'm giving this store a one star because this store will use any excuse in the world to not service the products under their extended warranty. This happened in relation to my Lenovo laptop that I purchased open-boxed with the 1 year accidental damage warranty.

The problem arise when I called this store because my laptop screen cracked and the screen inverter was shot. I forgot that I left my laptop on top of my car and drove off. I told the Geek Squad representative what happened and instantly he tells me that he cannot accept this laptop because of "amount of PSI" it when through far exceeds the limit they cover.

This person even admitted that he used this excuse to deny other persons. Not taking in his bullshit, I asked him where in the terms and conditions does it state the maximum PSI limit a product can suffer and his response was to go online and read it myself.

Not satisfied with his response, I requested for his manager and he lies me that his manager isn't in the store and I asked for his name and he refuses to give his name for "privacy reason". He even threaten to call the police when I told him I was coming over there and requesting for a manager myself because "he was fearful for his life". His finally BS'ing stopped when I told him that I had this conversation recorded after he initially denied me and that I was reporting this to corporate.

After this sudden realization, he puts me on a brief hold and magically get a hold of his manager to get the "approval" to take it in and look at it. I asked him will I be able to get it repaired and he can make the guarantee.

I wasn't convinced of his answer so I take to another Best Buy close to me and they took it with no resistance and lies and I actually got my laptop reimbursed because there were no parts to fix it. Long story short, avoid the Geek Squad in this store and look for another store. This store is okay to buy your electronics goods but has...

Day 1: I reserved a Samsung Galaxy Tab S9 FE (10.9", 128GB, Wi-Fi, with S-Pen, Gray, Open Box - Fair) at the Alpharetta, GA, Best Buy location. During the reservation process, a customer service representative confirmed over the phone that the S-Pen was included with the tablet. After driving 30 minutes to the store, I discovered the S-Pen was not included. Disappointed, I contacted Best Buy's customer service while driving home. The representative was apologetic and arranged for the same product, including the S-Pen, to be reserved at the Tucker, GA, location, assuring me it would be included.

Day 2: To avoid another wasted trip, I called the Tucker location to confirm the S-Pen’s inclusion. A customer service representative informed me that the store would call me back within two hours after submitting a request. No call came. I called again, and another customer service representative said they'd put me through to the store, and advised me I might need to leave a voicemail, which would prompt a callback within 2 hours. Again, I received no response.

Day 3: I called the Tucker location once more. After being transferred to customer service, and subsequently put through to the store, the call disconnected immediately. I called back, only to be told by another representative that they could not connect me to the store. Requesting to speak with a manager, I was transferred to a supervisor who reiterated that connecting to the store was not possible.

I've canceled my order. The disconnect between Best Buy’s physical locations and its customer service operations is extremely infuriating. While the customer service representatives are polite, they provide conflicting information—assuring me items were included when they were not and giving inconsistent answers about connecting to the store. This experience was unnecessarily time-consuming and frustrating. This is ridiculous. Best Buy, I hope you go out...