Best Buy Hiram

I got a TV form here with my dad and it work's great!

I am a Best Buy Total Plus member and purchased a brand new Samsung phone with warranty around 6 months ago. The charging port went out in the phone in the middle of the night. I made an appointment with Geek Squad. When I arrived at the appointment, the man told me that since the phone was under warranty, they wouldn't perform repairs, but would send it in or issue the refund under the manufacturer warranty and I could purchase a new phone. I was happy with the second option and felt very happy that I had purchased the total plus membership because of this excellent customer service. However, they did not have the phone in stock. I offered to buy the phone with the bigger storage and spend more money with Best Buy since the service had been so great. Unfortunately, that too was out of stock. I decided to wait and buy another phone through Best Buy (Why not? They already said I would receive credit for the faulty device). When the device arrived, I went to Best Buy to turn in my old phone and get the credit back on my Best Buy card for the faulty device. Here is where the problem began. When I returned, a woman was called to the front. She claimed to be "in charge" of all of the Geek Squad operations at that site. She printed out and handed me my original receipt (which at the bottom states that repairs OUTSIDE of manufacturer warranty will result in a $99 fee). She told me that Geek Squad does not perform repairs on phones and that my only option was to give her my device and $200 for her to send it in to the manufacturer for repairs. Upon investigation (and while trying to decide if I should cancel my total plus membership or if I had just had a bad customer service experience) I found on Best Buy's website where Best Buy claims to "perform manufacturer warranty repairs on Apple and Samsung at no cost to you" I am at a loss of what to do. Should I cancel my membership? Did this woman try to scam me? Does Geek Squad really not repair phones? What should my next step be? I have a non functioning device that is less than a year old and a Best Buy Total Plus membership at $179.99 per year that apparently does not cover anything. Or does it?

Horrible customer service. geek squad is very slow

I would give this zero stars if I could. On December 29th 2024 we called the Hiram Best Buys Geek Squad to set up an in-home appointment for my printer. We had previously tried to correct the problem over the phone to no avail. We were told that even though we paid yearly for the service, we would be required to pay $79.99 in advance for the service call. We were given Jan 7th 2025 as our service date with service occurring between 7am and 7pm. We were further advised that the day before we would receive a notification of a tighter window for our service. Even though the Geek Squad had 4 different ways to notify us, they chose none of them. I asked my husband had they contacted him in any way with a more accurate time for their arrival and they had not. On the 7th I was waiting for a call, text, email or something letting me know when they would arrive, and once again nothing. As the hours ticked away, I had a bad feeling that we were going to be stood up. At 1:13 pm I called the store to try and get an ETA. I spoke to Brandon and he advised me that the work was actually going to be performed by an outside contractor and not Geek Squad themselves. He also told me not to worry because they were trained to perform just as the Geek Squad would. I asked him what time they would be arriving because the day was growing late. He told me that they had NO WAY to contact their own contractors. I thought that was the craziest thing that I had ever heard. He assured me that they would come and that I would be pleased with the work they did. So I relented and didn't cancel. Now in retrospect I wish I had. Well 7pm came and went and no one showed up. I immediately called the store to voice my anger of the no call/no show and was connected to Dan. He listed to me, put me on hold and I suspect, hung up on me because the call disconnected. I called back immediately, put in my order number and heard details about my upcoming service call. Mysteriously from the time I was hung up on until the time I called back, someone had changed my appointment so it didn't look like it was missed. This time Christy took my call. I told him my story AGAIN and asked to speak to a supervisor because I wanted to escalate. He advised me no supervisor was on duty, but that he would process my refund (Which we still have not received) and gave me a case number and that a supervisor would call me within 24 hours (I'm still waiting on that too). I will never use this service again based on this interaction. We were given crappy information at booking the appointment and the nerve to not show up and not issue our refund will cause us to take matters to our lawyers. DO NOT USE THE GEEK SQUAD!!