I had the worst experience with Best Buy and their Geek Squad I’ve been an elite member for a few years back to back and hold a best buy credit card. On July 3, 2017 I bought a 55’ Insignia 4K TV model NS-55DR620NA18 On August 23, 2017 one of the speakers on the TV blew out I called customer service and I explained to the customer service rep that the speakers had blown and he proceeded to getting an order placed for the TV speakers. My appointment was set for 08/30/2017 12pm I was told the technician would have the parts that would be replaced. The geek squad representative, Craig, showed up today 08/30/2017 turned on the TV watched The Matrix and listened for the blown speaker he informed me that the order for the parts meant to be replaced got canceled. After watching TV for a few minutes Craig came to the conclusion that there was nothing wrong with my TV speakers and in his words said “The speakers are just crappy, that’s how they’re supposed to sound they sound like all the millions of TVs out there” and said he would not request the speakers to be replaced. I told him that was unacceptable because when I first got the TV the sound was good and there is a rumbling from the broken speaker. Craig said there was no way for him to verify this. I let Craig know that I would be speaking to the manager because my TV is definitely broken and I want to escalate the problem with someone who has a more technical background rather than being told that the equipment I bought was crappy. I called Best Buy in Sherman Oaks, CA (the location where the TV was purchased) I was put on hold for 45 minutes then I was hung up on. I called again and this time rather than being put on the phone with the store manager or Geek Squad manager like I requested my call was simply transferred over and over to different departments once again taking up about 40 minutes. I took screenshots of all my phone records. After 3 hours of hold time and constant redialing Geek squad would not replace my speakers or my TV instead they want to send another tech to come over and watch TV. I also called Insignia directly and they told me that I can take my TV to best buy and have them repair it there or simply replace my TV set, Geek squad refused to do either of that. I have 10 months left of warranty but Best Buy refuses to honor it.
I've ended up at this Best Buy a lot. They seem to be more well stocked than others, and I have never had a problem with in-store pickup. My late stepfather was kryptonite to electronics and I had to bring my parent's TV in for service twice. On both occasions, they were fast and had the TV ready 2 days earlier than promised.
I am extremely disappointed in Best Buy this is my first experience with Geek Squad I have never before had technical issues so I can’t compare it to other experiences. I now have to wait 2 weeks for another Geek Squad tech to come to my house and listen to my speakers just so they can determine by ear if there is something wrong. If Best Buy/ Geek Squad cannot rectify their mistake I will seize to be a customer and file a complaint with the BBB. I urge others not to buy Insignia products and avoid their Geek Squad so called techs
Terrible customer service. Never go there. Phone calls are never picked up and when they pick it it up, they play telephone tag transferring you to another department that will also not pick up the call. I waited 20 minutes before my call was answered. Because the representative didn't know what to do, she transfered me to someone else where I waited another 10 before my call was dropped. Luckily I got the extension number before hand. It didn't matter because when I called back no one answered and I gave up 20 minutes after being on hold. Best buy suck. Go to Target. Go anywhere else. Let this place close down.
I bought a small TV for my bedroom. A salesman came up to me with a great big smile and asked me if he could help me. I told him exactly what I wanted and he showed me the way and he helped me pick it out. He immediatedly took me to the register and the cashier was very friendly. When I left, at the exit I was greeted a smile and the doorman asked me if I needed help to the car. They're always pleasant, helpful and efficient!
Went in to the Sherman Oaks Best Buy to have a laptop problem checked out by the Geek Squad.We were helped by Johnathon. Johnathon was extremely helpful and patient and was able to fix our problem on the spot.Because of employees like him we will keep coming back. This store has improved in the last year - thank you Johnathon.
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