Best Buy

I went to the Geek Squad because I thought my laptop might have a virus and the touchscreen doesn't work, took it in October 17th, I got the computer back a couple of days later, it showed they found a couple of minor viruses and removed them, updated everything also said the touchscreen was working, I got home and the touchscreen didn't work, If they had checked the touchscreen physically they would have known it wasn't working. So, I had to take it back in, at this time the desktop and files and pictures were on the laptop as when sent in the first time.

I spoke with the same gentleman who originally helped me and he said they would put a rush on it. So I waited a few days and went back to the store.

The same gentleman looked up my case and mentioned that it has been awhile and will check on it. He came back and said the technician that was working on my laptop did not have the experience to work on the touchscreen issue. Apparently they did not assign it to another person right away so I

waited and came back in another couple of days. This time the same gentleman wasn't there so I spoke with the lady who said she was the manager of this Geek Squad, Kennedi it still wasn't ready. I asked why it was taking so long and she said it was being diagnosed as we speak. I asked why it took so long and she didn't have an answer and asked if there some way to see if someone has been working on it before today. She said no. More to this conversation. When I got the laptop home my files pictures and documents were gone and the desktop was blank. The next day again I had to drive back and they asked the technician why the screen was blank. The technician wasn't at the store so I had to return a couple hours later so he can ask about the blank screen. After returning, He stated to the gentleman who was familiar to my case and said he got the laptop that way. That was not true. The laptop had all files pictures and desktop intact when I dropped it off the second time. Touchscreen still not working, manager Kennedi stated we can send it out but it would cost me to get another diagnostic. It is November 2. No one taking responsibility for the files and desktop missing or why it took from Oct 17th to November 2nd.

If they had been doing a diagnostic somewhere between October 17th and November 2nd and they diagnosed it as a hardware problem, I would have been ok with the touchscreen. Justin who was familiar with my problems helped recover most of my files but couldn't retrieve the desktop.

Incompetence on all parts including the manager who doesn't have a clue. Store manager Scott is aware of these issues and stated he would speak with them about Communication,

I decided to use curbside pickup to pickup my order. I know due to the holiday it might be busy. I waited outside parking lot. 45 minutes. No one came by. I went outside and decided to wait in line for instore pickup. Had to wait until 20 more minutes outside in the cold. Associate didn't come back. I went inside. Was told my order was lost. After getting my order I had waited 1 hour. I had 4 little one in the car thats why I decided to use curbside pickup. While I was waiting in line. 1 of the associate stated he will get my order after I've already told him. I've waited 45 minutes. I didn't know how he was going to get my order he didn't even get my name nor my order number. He just kept walking past me before harvey the associate approach me. By then I was pretty upset and he couldn't find my order. Would I use it again, no. I do have an order to pick up tuesday. You guys need more parking lanes or more associates to do pick up or keep an eye out. A lot of people were just in the car.