Geek Squad - Best Buy

I believe it was $99 for Geek Squad to come to the house...I can't even remember exactly now. There was no "extra" charge for anything....just whatever they quoted me on the phone.  He were very prompt; and answered all my questions. I called the Burlington, MA store; but this review is under "Framingham" because I couldn't figure out how to put it in for the Bur. store.....but it doesn't matter, because they are sent out from a central location I believe?

I was told to make an appointment by phone, not at the store itself ( i went to the North Attleboro one), but using the 1-800 service.  When I called this number and gave my phone number, the person on the other end claimed I was "Kelly Jarvis from Townsend, Tennessee."  (You can't make this stuff up.)  Unable to convince the person otherwise, and thus, unable to set a date,  I went into the store to make the appointment, something they managed though I was previously told it was not possible to do that way.
The repair person was due at my house between noon and 4 p.m.  He showed up at 4 p.m.  After looking at the computer, he told me that the modem no longer worked and to bring it into the store.  When I did, they said they no longer sold the part needed to fix it.
My first impression when dealing with this company was that the right hand did not know what the left was doing (figuratively speaking, of course).  Not only was there a lack of communication between the in-store service and the one to which they referred me to set up the appointments, I received completely different answers concerning the same issue from each staff member I encountered.  For example, I was told after lugging in the afflicted piece of equpment that the modem could not possibly be inside, which was contrary to what the man who visited claimed.  I could go on, but I'll wrap this up due to space.

Great they are true professionals.  theri systems for providing service really make a difference.

They are terrific and they do a really good thorough job.

It sucked...don't buy from a big box store, do buy from a local dealer.

Here's my update...the tech finally got here and replaced the hall sensor and motor and the machine worked fine for 2 or 3 days and than the de signal came back, that means door error. Every time we use the machine now it takes 5 or 6 trys to get it to go on. Once it gets going it runs fine. I think the whole ordeal took 35 days from beginning to end, just horrible. I wrote a letter to Best Buys Customer Service Center in Minniapolis I believe and have yet to even get a formed response. That was about a month ago or more.
I'll say it again...do not buy from a box store, don't be taken in by the lower price. Go to a local appliance store and buy it there, they care about their reputation. I have three local stores within 5 or 6 miles of me that each have about 50 years of service. I actually bought 3 appliances from one of them when I built my house. I got taken in by the sale price of the washer and dryer at Best Buy, it was a mistake that won't happen again. If you buy local you will be doing your community and yourself a favor...good luck.

After three visits and two equipment purchases, I still do not have a functioning network.  Over the three visits, I had one technician twice (first and last visit) and another one in the middle.  The first technician seemed very good; the second was harder to evaluate but did not seem to pick up where the first left off.  Except for the first visit, I was worse off each time after they left - all the fixes seemed to evaporate when systems re-started.  In between these visits, and since, I have probably had a dozen calls unreturned.  My impression is that the problem is not with the technicians per se but with the management - they are clearly overloaded and cannot follow through on serving their client base.  I responded to a recent email notice for renewal of my home service agreement by alerting them to my  experience - they actually sent me an email with another phone number to call. If a management is serious about developing a service business this is the point where you place an outbound call - renewals are much more profitable than new business.  I'm sure this business is difficult and low-margin, so either they are just bad at it, or use it as a means to drive equipment purchases, and deliberately choose to provide mediocre service. 

They were very good and professional. My computer runs very well now.

Good overview of products and ability to match product to client needs.

It was a an extremely frustrating experience over all. The tech was 45 minutes late. The tech looked at our computer for a total of 10 minutes and then reported everything I already knew and the computer's issues and had told the customer service person on the phone earlier. At that point he went on the internet on my computer, pulled up the Best Buy website and showed me the $2000+ computer I should buy as soon as possible. I asked him what he was going to do for the present computer and he said it was a "very sick patient" and there was nothing he could do other than remove our Anti-virus program.

Requested services for a MAC and paid upfront. Tech came, admitted that he has NO EXPERIENCE on Mac's and was "a little afraid" of opening our computer?! We insisted that only a Mac specialist work on our computer. After reviewing our invoice, he noted that it specifies we have a Mac (WE knew that!) and that we were UNDERcharged $80. We spent the next 2 HOURS on the phone with Geek Squad trying to resolve the situation! We simply wanted our money back but the phone agent would not do it: could only be done at a store location (Best Buy)! Best Buy manager was apologetic and promised that we could have the services we initially requested at the price we were initially quoted (WOW, some actual customer service). When the ONLY MAC TECH arrived to finally do the work, he was unable to finish because we did not have a password for the wireless network (neighbor's) which we SPECIFICALLY asked if we needed, since we knew we could not get it whenever the tech was there! Absolutely hopeless!

The Geek Squad dispatcher called to let us know that the tech, Mike, would be 15 minutes late. He showed up 15 minutes later on the dot and spent 2 hours diagnosing and fixing our PC. Throughout the process he was polite, funny, understanding, and took the time to explain what he was doing (and why) in laymen's terms.

They were great. I called them to set up an appt for the wireless network and they did some other things to my computer that made it work faster at no extra charge.

PUNCTUAL, KNOWLEDGEABLE & A GOOD TEACHER.