I have had poor service from Best Buy Geek Squad relating to 2 computers brought in for service. The first is the new laptop (Dell XPS) that was purchased about 30 days ago. Best Buy discounted this machine for the poor service and inconvenience encountered during the ordering process. After receiving the laptop I noticed a few pixels on the top right side of the screen. After a few weeks those pixels turned into a line down the screen. I brought the laptop in for service and was informed that it needed to be shipped to the service center for determination of what to do (replace the screen or the laptop, and who was to cover this ? Dell, Best Buy, or myself. I was told by the manager of the store, Noel, that they should see in the notes of a silver rewards customer, and that should be enough for Dell or Best Buy to cover it. I was told that with this status a 30 day return, instead of 14 days, would apply. So, either way Dell or Best Buy should cover it. In addition, I was informed twice that I would be receiving a call within the next few days for a status. No call ever came. I went into the store and reiterated my concerns. Again, I was told that I would be receiving a call on the status the beginning of this week. No call again. Today, I called (again) into the store and was told that someone will be contacting me tomorrow.
The second computer that was brought in for service is a 3 year old Dell Laptop. This computer was diagnosed with a bad motherboard. I was asked by Geek Squad at the time if I wanted the data backed up, for a fee, to which I said yes. Today, I called and was informed that they were waiting on the return of the new Dell XPS for transfer of the data. I never discussed and/or agreed to waiting for the new laptop to get to them.
If you take a look at Best Buy customer reviews for this location, and overall reviews within social media, you will find similar complaints about poor service and slow response time. Even on their own site they have rated as 1 star for this service.
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