Best Buy Kankakee

Went because my phone was hacked! I was a nervous wreck. John calmed me down quickly with his calm,upbeat personality and went right to work solving my problems. He explained everything he was doing so I actually felt a part of the repair. He even synced my phone and laptop calendar. I have never felt so completely satisfied with a service repair anywhere!

I am extremely disappointed with Best Buy, both because of the original installation and because of the way the company handled my complaint afterward. I paid Best Buy for a professional TV installation because I expected the installer to use proper judgment regarding placement and viewing height. Instead, my TV was mounted far too high. The viewing angle is uncomfortable, and the placement is not what I would consider appropriate for a professional installation. When I contacted Best Buy to have the issue corrected, I was shocked to be told that I would have to pay approximately $200 for another visit. I was not asking them to perform a completely new installation or make an unrelated change. I was asking them to correct the placement from the original installation. Charging a customer another $200 to address a problem with work they already paid Best Buy to perform is completely unreasonable. What made the situation even worse was my experience trying to escalate the matter. I spoke with Rebecca and Austin from Best Buy headquarters, hoping someone at the corporate level would listen to my concerns and help resolve the issue. Instead, I felt that my concerns were dismissed. There was very little sense that anyone actually cared about the customer experience or wanted to take responsibility for the situation. I understand that mistakes can happen. What separates a good company from a bad customer-service experience is how the company responds when a customer raises a legitimate concern. Best Buy had multiple opportunities to simply send someone back out, lower the TV to an appropriate height, and resolve the matter. Instead, the response was essentially that I could pay another $200 if I wanted it fixed. That is unacceptable after already paying for professional installation. I have spent a significant amount of money with Best Buy over the years, and I expected much better from a company of this size. This experience has completely changed my opinion of Best Buy. Between the poor installation, the demand for additional money to correct it, and the dismissive response I received when I escalated the issue, I have no confidence in their customer service. At this point, I do not plan to do business with Best Buy again. There are plenty of other retailers that sell the same electronics, and I would rather spend my money with a company that actually stands behind the services it sells. Best Buy still has the opportunity to make this right by correcting the installation at no additional charge, but based on the way my concerns have been handled so far, I am extremely disappointed.

Exceptional service from Vince at Geek Squad. Very professional and knowledgeable. Got my PC fans replaced in a hour. 10/10

Geek Squad is great! Best to make an appointment if possible.