I brought my Lenovo laptop to Geek Squad at the Best Buy on **th & Park Road in Washing...
GetHuman-kosterle's customer service issue with Best Buy from February 2019
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The issue in GetHuman-kosterle's own words
I brought my Lenovo laptop to Geek Squad at the Best Buy on **th & Park Road in Washington, DC, on the weekend of Jan. **, ****. I was told a few days later that my computer "needs a new mother board." I called and gave approval for that repair--an expensive repair, IMHO, on top of the $**.** "generic deposit repair"--about three days later. (Order number: *****-*********). Heard nothing. Learned by email that it was "in repair." Waited... Emailed again Feb. **. Heard nothing. I just called Geek Squad to find out where my computer is, because the last status (Feb. *) was "being prepared to ship," according to an email. The nice woman on the phone at Geek Squad explained all kinds of things that might be taking Geek Squad so long, none of which made sense. (My brother used to replace motherboards all the time.) Finally, she just determined that it's been sitting at the Washington, DC, store since Feb. *. Why didn't the store email me? (I told them I must be emailed, as I do not answer the number that you have on file for me.) *I am a years-long customer of Best Buy and Geek Squad. I find it unacceptable to have me approve a repair (for not a small sum, by the way) and then not manage my expectations around the fact that it would take over three weeks to "replace a motherboard." This is a little crazy. So, I call the Washington, DC, Best Buy where my computer supposedly has landed. I get looped and looped through the Geek Squad option in that store's Best Buy phone tree, saying that there is no current order for any phone number I list. I finally call that Best Buy store again and enter a truly random *-digit extension number, hoping to find a human being. The woman checks on my order, and now I need an appointment to pick it up. She did not know why no one tried to email me to let me know that the laptop has been there for two weeks. Normally, I like doing business at Best Buy, and I appreciate having a repair shop on the premises. Right now, though, I simply do not feel like a valued customer, and I would like Geek Squad and*or Best Buy to make this right. I would also like both companies to improve in the area of communication and managing customer's time expectations--hopefully, not an unreasonable request. Thank you in advance for your time and attention to this matter. -- Karen Osterle
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