Best Buy Porter Ranch

I had an appalling experience with the Geek Squad manager, Duke, and his conduct reflected extremely poorly on this Best Buy location. My ASUS laptop is only a few months old and is still covered by the manufacturer’s warranty. ASUS specifically instructed me to go through Best Buy because the laptop was purchased there. I scheduled an appointment expecting the most basic level of assistance with a legitimate warranty claim. Duke refused to even look at the laptop. He brushed it off as not being a manufacture issue. I imagine he was looking forward to clocking out for lunch. I explained that the trackpad does not work in the BIOS, which is a clear indication that the issue is hardware-related and not caused by Windows, drivers, or software. Despite this, he insisted that the device could not be diagnosed unless I purchased an expensive Geek Squad plan. His position made no sense: he claimed Best Buy could process the manufacturer warranty if the issue was a defect, while simultaneously refusing to inspect the device to determine whether it was a defect. His attitude was dismissive, arrogant, and completely unprofessional. He appeared more interested in asserting his authority than helping a customer with a scheduled appointment and a valid warranty. When another technician, Oliver, was able to examine the laptop and quickly recognize that it was a manufacturer issue, Duke attempted to prevent me from working with that technician, repeatedly emphasizing that he was the manager and that he knew what he was doing. He repeated that he is "his boss". He clearly did not know. The most troubling part was not simply that Duke appeared unfamiliar with the warranty process. It was his refusal to listen, verify the policy, inspect the device, or allow a more knowledgeable employee to assist. Rather than acknowledge that he may have been mistaken, he doubled down and created an unnecessary confrontation. A manager should be the person who resolves confusion, supports the customer, and ensures that policies are applied correctly. Duke did the opposite. He obstructed service, gave contradictory information, and treated a customer seeking legitimate warranty assistance as an inconvenience. This was one of the worst customer-service experiences I have had at Best Buy and anywhere else. I strongly recommend that store leadership review how Duke handles customers, warranty claims, and his own employees. Someone with this level of arrogance, poor judgment, and unwillingness to correct a mistake should not be managing a customer-facing department. He should not be a Geek Squad tech let alone a "manager". Big props to the other tech, Oliver, who was quick to assist me and found the issue right away without arrogance and ego.

They helped me get the right charger for my laptop.

Awful customer service. Called for service on my oven I got from them. Spencer came out said he couldn't truly diagnose the problem as there was insufficient power from the outlet, I needed an electrician first. Weird, but okay. Electrician comes, nothing wrong with the outlet, plenty of power. Electrician looks at the actual unit (Spencer did not do this) and finds the power cord burned through itself. Contact Best Buy for a refund on the service that wasn't provided since he never looked at the actual appliance (the issue was very clear had he bothered to look). Basically got told since he came out it's "Completed" and they still are charging me for him to come out and misdiagnose the issue. Even "Sean" the repair manager said no, charge stays. Unbelievable. Looks like customer loyalty and being a Total Member is meaningless, whatever to get my money. Asked for this Sean to call me, its been 2 weeks, apparently he can't be bothered. Terrible way to treat your guests.

Nick the auto technician was amazing, super kind and professional installing front/rear dash cam. Highly recommend!