Geek Squad - Best Buy

Arrival was prompt according to scheduled window. The service agent was both professional and congenial. He attended to every detail, requesting feed-back regularly to make sure that components were placed correctly as desired. He took as much time as necessary not only to demonstrate all the functions of the system, but to make sure that a non-geek such as myself both understood and could demonstrate a working knowledge of the operation of the system. His demeanor was calm and reassuring that he would take as long as necessary. He was thorough in testing the smart aspects of the TV both wirelessly, and with the hard wire system I provided, to see which would produce better results given the internet connection I had running in the house. He was practical in his approach to analyzing the relative merits of operating the system with two remotes, as opposed to the cost/value of my acquiring a single remote which would operate the entirety of the system. As the installation was only completed two hours ago, I have only his word (which I trust) that he will email a follow-up list of notes to review the operation of the new TV and sound system, and provided his card and contact information should I need a reminder along the way. Start to finish he spent over three hours of installation and training. I would eagerly recommend his services to family and friends!

I was told the wire would be put behind wall. They would not do it because plug was not directly behind tv. It was about 15 inches directly below tv. A wire could easily reach sttaight down to electric plug. So now i have to hire(pay) someone to hide wire. Otherwise they were nice guys.

I called the Newington Best Buy early last evening for assistance in purchasing speakers to attach to a multi-CD player/changer. I had been sold incorrect speakers by at least 2 other vendors. A young Hispanic male named "David" (he only gave me this name after I requested his name and that of the store manager) answered the phone. Due to his heavy accent I had to ask him to repeat nearly everything he said. He told me initially that they had a lot of speakers and if I told him which one I wanted he could tell me if it was something Best Buy carried. (I could tell that too - from their website.) I explained my dilemma again. He then replied he could not guarantee that they would have any inventory in stock of the speakers I wanted. Again I explained that I just wanted to know if they sold a set of speakers that was compatible with the multiple CD player/changer which I had purchased elsewhere but which they carry in their stores, since it does not come with speakers. He then said if I told him which speakers I wanted he could try to look it up in their computer system to see if they carried them. Frustrated at this point, I asked to speak with a supervisor. David told me not to bother because the supervisor was going to tell me the same thing (he said this in a disgusted, sarcastic, tone). Again, I asked to speak with a supervisor. I was left on hold for 5 minutes. Every 30-40 seconds someone would take the phone off hold and then put it back on hold again without speaking into the phone. Ultimately, David came back on the line and told me that no manager was available to help me but I could call back and leave a voicemail or call tomorrow. I asked to speak with the manager in charge of the store that evening. I was told there was no store manager on duty and to call back tomorrow. Not knowing if there was a technical difference between a supervisor and manager, I again asked to speak with ANY manager in the store. I was told there wasn't a manager in the store. I then asked to speak with an "assistant" manager and was told "they are all busy" without David so much as putting the phone on hold to go and check. Five minutes later David stated all the managers are busy (I guess now there were managers in the store again...). I told him that I would be willing to wait for the next available manager to free up so that he/she could speak to me. Before being put on hold again I also asked for this young man's name (David) and also the name of the highest ranking "person" in the store at the time of my call. I was told that Carla was the assistant manager on duty - but she too was too busy to take my call. I stated that I was willing to wait on hold until any manager became available to speak with me. Twenty minutes later, after the phone had been taken off hold and then placed back on hold 10 or more times, and David had not come back to the phone to provide me with a status update, I hung up. I waited 10 minutes and then had my sister call back and ask for Carla directly - who was immediately available to come to the phone when told that it was regarding an issue discussed with her earlier in the day (even though it wasn't). Apparently Carla and probably the other assistant managers in the store are only able to come to the phone if the caller is not problematic and/or calling with respect to a complaint. Ultimately, in less than 2 minutes she was able to answer my question and provide me with the guidance I needed. One has to wonder if this is the standard approach to dealing with a customer who has a question that cannot be answered by the employee assigned to the phone for the evening by Best Buy stores, or at least by the NEWINGTON Best Buy store. The employee who was answering the phones last evening was very disrespectful and either he did not relay the message to any of the managers on-duty at the store that evening or they are also disrespectful when it comes to providing customer service. I would not encourage anyone to go to this local Best Buy store unless they wish to be treated in a similar manner.

The branch I went to was fine and I had an OK experience.

BEST BUY HAS VERY NICE AND FRIENDLY PEOPLE WHO WORK FOR THEM. THEIR PRICES ARE REALLY REASONABLE COMPARED, TO WHAT WE'VE HAD DONE BEFORE. THEY GIVE US THE DATE THAT OUR COMPUTER WILL BE READY AND IT IS ALWAYS DONE ON TIME.