Geek Squad - Best Buy

We did not realize we had to make an appointment,but the second trip was not a problem.

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The 5 year old Dell PC was a mess: slow as molasses and full of quirks. It took over 4 hours on the phone to clean and reprogram the PC. The technicians (it was so messed up it took several techs to resolve all its issues) were great. Showed terrific patience and they needed it since we lack computer savy. PC finally worked like a charm. Since it took so long, we were asked to call back at 9 AM the following day and ask for a specific tech to work on the laptop. The tech was waiting for us and was as patient as our previous techs. However, two hours into the process the laptop crashed. The tech called in additional help but it was hopeless. We were given a case number and told to take the laptop to the Rivergate Best Buy which we did the following day. For over an hour and a half we stood in several lines at the store (the reason for the "C" in punctuality). Once we saw a technician there were no problems. They had the previous day's information. We were told to return in three days and assured there would be no extra charges. They completely cleaned and reprogramed the laptop; it seemed to run better than when new. We have since had no problems with either the Dell or the Acer. There were no additional charges.

I purchased a Samsung 8000 tv along with a whole room installation package on 1-20-14 at store #172, Madison, TN. The clerk's name was JJ and he was fine, the tv was in stock and scheduling the delivery/install on 1/29/14 was a breeze. So, on the 29th of January, Colin (Geek Squad) showed up along with an associate and started installing the TV. We have speakers throughout the house that distribute the sound from the audio receiver to wherever it's wanted simply by go to the volume control in that space and turning up the volume. Colin disclosed that they were having trouble getting that part to work and they would have to come back and complete the job. I left before they did and after I left Colin got my wife to give him her credit card to charge us for an audio installation even though all we bought was a tv and everything else we had was already installed and in good working condition. I called the store to complain about this and talked to Earl Weissert who identified himself as a manger, he credited the audio installation charges back to me and he assured me that the speaker issue would be taken care of and he would stay in touch until it was resolved. Colin along with his Geek Squad supervisor, Shannon, came back 2 or 3 days later to fix it. They worked on it awhile and then said that it might be the wiring, or it might be that some of the speakers were hooked up wrong when they were installed 7 years ago, or it might be all of the volume controls went bad, or it could be the receiver all of a sudden went bad, or etc, etc. So they were pretty much saying that it was anything in the house except something that they had done. They said they would get with the manager and let me know what it would take to fix it. I called Shannon a couple of days later , left a message and never heard back from him. I called the store, talked to Earl and he repeated that it might be one of the components in the house had suddenly gone bad and offered to sell me new equipment. After that I emailed Earl several times and never got an answer. All I know is that everything worked fine (even the old TV they removed!) when the Geek Squad got there on the 29th and didn't when they left. So basically, they came, disabled my speaker system and then offered to sell me a new one. Initially I thought it was just that the Geek Squad guys didn't know what they were doing but when they offered to sell me new equipment it sounded like something more might be going on. A week later I figured that Best Buy wasn't going to stand behind their work so I called an Audio Visual Tech I had used before to come and take a look at it. He pulled out the TV saw that they had disconnected the wires to the speaker system, hooked them back up and we were in business. I have no idea why the Geek Squad guys disconnected that wiring or why they didn't see it later. I have been a customer of the store at Rivergate ever since they built it years ago. My family and I have bought computers, appliances, TVs, and many component over the years. Best Buy has always been my go to store for these kinds of products. I bought Best Buys best HD led tv along with complete installation and setup because I wanted a good TV, correctly installed without a big hassle. Instead I got this mess that has gone on for over to weeks taking up much time and even more out of pocket expense while Best Buy/Geek Squad refused to return calls or emails. The sales people in the store laud the Geek Squad as very knowledgeable,highly trained technicians but based on my experience, that does not seem to be the case.

Our Dell PC and Acer laptop were slow to function. A consumer magazine recommended Best Buy Geek Squad. Entered into an annual contract paid monthly. Initially called the Geek Squad to clean the PC. It had not been cleaned in years. It took several hours on the phone to accomplish a thorough cleaning. The techs were extremely patient. The PC now runs quickly without problems. We then tackled the laptop. During the call, the laptop crashed. The tech requested we take it to the Best Buy store and gave us the required info. We took the laptop to the store. The only downside of the process was the amount of time we had to wait in line to be served. Once served, no problem. We left the laptop and picked it up two days later. It works like new. And the best part: no additional charge. We have continued our monthly contract.

I worked with several different "Agents." All of them were friendly and professional. They were polite and patient. I was on for hours for four days straight in a row. I had to be patient as they took control of my computer and I watched them move things around. Truthfully the first three days the different agents didn't fix much but tried real hard. Finally I got a couple of agents that knew exactly what to do and things moved along pretty good. I now have 2 computers that are up to standards. Money well worth spending and now if I have any problems at all in the next year I can get instant tech help. Oh, p.s. all of the agents were American and I didn't have any problems understanding them which has happened many times for me with overseas techs.

The best thing about them is that they come out to your place and do the work if it's at all possible. They really know computers and they did a quick set-up job for us. I think they probably are about the best computer repair service around. The price for the service was fair.