Best Buy Muncie

Poor management. Poor consumer service.

Had just what I was looking for

Super helpful in getting my fitted with a new camera!

My experience with Geek Squad was awful, unprofessional, and I now likely need a new laptop. This could've been prevented. I had a broken hinge on my gaming laptop. It got shipped out to the repair center in Kentucky, shipped back, and the agents found significant damage (dents, scratches, missing screws/feet) to the outside of my laptop that had been done during shipping or repairs. Additionally, the repair barcode sticker was left inside the lid of my laptop so it was showing through the clear part of the symbol on the lid and could not be removed as it was inside. They sent it back to Kentucky and said they notified both me and my father multiple times but I only have one voicemail and my father had none. I was initially quoted 1-3 weeks, but now my laptop was back in Kentucky. I was told 1 day to 1 week was the new estimate, after already waiting all this time. It ended up being multiple weeks in addition to the first repair time. Someone from a call center told me my laptop was ready when it actually was back in Kentucky, so I went to pick it up to find out it wasn't even in Indiana. I was told multiple times that there is poor communication between the repair centers and Geek Squad. This should be fixed. I'm not sure why the communication is bad, but it is affecting customer service. I was also told that the agent who checked in my laptop did not do it correctly. I waited almost two months for the repair and re-repair when I was initially quoted 1-3 weeks. I understand they had a part on backorder (due to the damage that was done during shipping/repair) and that is understandable, but I had to keep calling for updates. I needed my laptop during this time. It was highly inconvenient for it to be gone as long as it was. I can excuse higher wait times for valid reasons, but I would've liked better communication. When my laptop finally did return a second time, the sticker issue that they sent it back for was STILL there! They didn't even fix one of the two issues that they had sent it back out for. I waited all this time and for what? Pick-up was a nightmare. The agent disappeared in the back room for a while without a word and I had no idea what was going on. It took 3 people and a long wait to ring me up for the total price and they told me that they accidentally did not charge me the full deposit fee, so I still had to pay that. It's not my fault they didn't charge me the full deposit fee by accident. The system also kept trying to charge me for higher than I was supposed to pay. To their credit, the agents spent time fixing it. They also initially sent my laptop to the WRONG repair center before going to Kentucky. My laptop was bounced around multiple times. It turns out that my laptop now needs to be plugged in 24/7 or it will fully shut down. This was NOT a problem when I brought it in and has only become a problem since I picked it up from Geek Squad. If I even bump the charging cable, it will fully shut down and I have to spend about 5 minutes getting everything to work properly again. It won't even turn on without being plugged in. This is a new issue and I suspect something happened during the repair or shipping process. Nobody had any answers for me for anything. It seems like there is a disconnect between these repair centers they ship to and Geek Squad. I'm so angry that I had to pay for bad service, for one of the issues to not even be resolved, and for my laptop now having a significant and NEW ISSUE. So many problems along the way. Lastly, I had to buy a cable and dock for my other computer a few weeks after this debacle. I spent forever trying to get help from associates in the store. When I finally got my cable, I waited in line to pay for quite a long time with no acknowledgment from the staff. Lines at the checkout are a normal part of life, but I would've liked them to open a second cash or at least acknowledge that someone is waiting. I ended up leaving the cable/dock on the counter and going to Staples. I am so frustrated. I hate leaving angry reviews but this feels warranted.