Karmela B.
Yelp
I've always been a big fan of Best Buy and especially Geek Squad. However, I recently purchased a laptop from Best Buy in May for around $1,300-$1,500. Less than five months later, it completely shut down. As a Best Buy/Geek Squad member for over 10 years, I expected reliable support. Instead, the experience has been extremely disappointing.
Repair timeline: I was told the repair would take 2 weeks. It has now been over 3 weeks, and the only update I receive is that they are "waiting on a part."
Escalation confusion: Four days ago, I was told the case would be escalated. When I followed up today, a new manager said his manager would escalate it, but I'd need to wait another 3-4 days just to find out if that's possible.
Impact on livelihood: I work in defense contracting. During the recent government shutdown, no RFPs were coming out, so I was already on hold. Now that solicitations are finally being released, I can't respond because my laptop is still stuck in repair limbo. This delay is directly affecting my ability to do my job and pursue contracts.
Policy rigidity: I asked if they could simply exchange the defective laptop. I was told that's not their policy -- it must be repaired a certain number of times before an exchange is considered.
Unhelpful suggestion: A manager actually suggested I "just buy another laptop" to use while waiting. That is not a realistic or responsible solution, especially after already investing $1,300+.
No alternatives: I asked if they had a loaner program or any workaround. They do not.
After more than a decade of loyalty, I expected better. Best Buy/Geek Squad should recognize the impact of delays on customers' livelihoods and offer practical solutions -- not leave long-term members stranded without options.