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Geek Squad Complaint - Don't Buy a Mac PC at Best Buy -- Geek Squad Service Stinks! - Laptop White Screen Repair
Geek Squad Complaint

Geek Squad Complaint


Don't Buy a Mac PC at Best Buy -- Geek Squad Service Stinks! - Laptop White Screen Repair

Based on my experience with both the Geek Squad 800 number staff and the in-store staff in Westminster, CO -- I highly caution anyone against buying a Mac PC from Best Buy. The Geek Squad manager stated that only two of his 12 people know enough to service on-site. Most recently, they didn't even have the screw driver needed to remove the battery from my MacBook Pro -- had to instead send it to a "hub" with a 15-day turnaround.

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upsetmacbuyer says: (9 years ago)
GeekSquadOnline: Thanks for the comment. No, I am upset that my MacBook Pro has never been serviced by either of the two-of-twelve agents who are certified for Macs at the Westminster store GeekSquad desk. It wasn't serviced by a Mac-certified agent when I purchased the out-of-box returned unit in Feburary. Salesman assured me they had restored it to factory specs -- not done when I got it home. Not done after two more visits to the GeekSquad desk. Done only after two of the salespeople spent two hours in a back room to get it done right.

With the recent white screen experience, a non Mac-certified agent at the Westminster GeekSquad desk tried to remove the battery with no success because of the screw driver issue. Turns out, according to a Mac-certified agent I spoke with to track the repair after Day Three, that the other agent shouldn't have bothered trying to remove the battery, as a Mac white screen loading issue is caused by either a video card or mother board failure.

Add to that my discovery that the unit was held at the Westminster desk for 2 1/2 days before it was ever picked up by UPS for shipment to the Ontario, CA repair location.

The Westminster GeekSquad manager tells me he has requested rush repair and overnight delivery back to the store. As the GeekSquad repair status screen shows it still being held for delivery at the Westminster desk, I have trouble believing anything anyone has told me so far.

By the way, the Westminster GeekSquad manager advised me on the phone yesterday that I would be better off dealing with a location more than 20 miles from my home, as all agents there are Mac certified. How convenient! Too bad I wasn't told this when I told the salesperson I was buying the Mac at Best Buy only because I had heard good things about GeekSquad versus AppleCare and wanted to be able to have it serviced close to home!

GeekSquadOnline says: (9 years ago)
I'm not sure I fully understand the first part of the complaint. It seems you are upset that we only allow Mac certified agents to work on Macs, but this is for your benefit. Macs are quite different from Windows-based PC's and we only send agents with the qualified skillset to work on them so that you receive the best service possible from the most properly skilled agent. Some companies may choose to send unqualified technicians out to jobs to "learn as they go," but our organization prides itself on quality and this would not be appropriate.

The battery issue, we do understand. Mac notebooks are created by Apple to not be repaired by anyone except Apple. They intentionally require non-standard tools so that repairs go to them. Ostensibly, this is because they want to perform their own repairs to ensure quality. However, in our company's case, we have a great working relationship with Apple and are able to make these repairs ourselves at Geek Squad City, our repair facility outside of Louisville, KY. We have properly trained Mac-specific agents and toolsets at that location to ensure a top quality repair. Unfortunately, due to Apple's decision to require this toolset for this type of repair, the repair must be performed at this facility. We do apologize for that inconvenience.

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