Best Buy Idaho Falls

I brought my laptop to Best Buy/Geek Squad because it was clearly having a motherboard issue. I had already done extensive troubleshooting on my own—documented error codes, ran memory tests, OS install attempts, and more. I wrote it all down so the technician could skip the guesswork and get straight to fixing it. When they entered it into the system, they ignored most of that information. The ticket just said “keeps crashing, can’t install OS, customer thinks motherboard issue.” All the extra detail I gave was wasted. They sent it in, confirmed it was the motherboard, replaced it, and sent it back. On Friday, I called customer service to ask where my laptop was—they told me it had been delivered to the Idaho Falls location on Wednesday. I tried calling the store to speak to a manager before coming in, but you can’t get anyone directly, so I drove there. At the store, they told me it wasn’t their fault and blamed “automation issues.” I reminded them that automation fails because humans fail. Someone didn’t do their job, period. They claimed it wasn’t in the system and couldn’t find it. Customer service said it was delivered—so they had it. After more back and forth and getting the manager, they finally went to the back and, surprise, there it was. The manager brought it out with an attitude that made it feel like he’d blame me if he could. When I asked whether it was Best Buy staff or Geek Squad staff who dropped the ball, no one accepted responsibility. Both sides pointed fingers. They rushed me out as quickly as possible, which honestly I was fine with at that point. But then I noticed—no ID check for my $2,300 laptop. When I asked if they needed to see it, they said, “We could check your ID if you want us to.” I laughed, reminded them they dropped yet another ball, and left. Summary: Poor communication, failure to log critical information, inability to admit fault, terrible customer experience, and sloppy handling of expensive equipment. If this is Best Buy and Geek Squad’s standard, I have zero confidence they’ll survive any serious economic downturn.

Helpful store employees

Installation employees did a great job. They went hooked up our telephones and explain everything with the new stereo and the cameras. And we were on our way

Gio was super helpful! Friendly, standout customer service!! Even though he was busy he was able to help me find an uncommon phone connector. Then he got me back to the tv team and they helped me choose the best tv for my needs and budget:)