Best Buy Rock Hill

Very good 👍

I had an extremely disappointing experience with the Geek Squad at the Best Buy in Rock Hill on September 30, 2025. From the very beginning, the staff member who assisted me was rude and dismissive. I had scheduled a 4:40 PM appointment because my laptop’s fan was making odd noises today, and I have a Geek Squad Protection Plan. When I arrived, I gave the associate my name, and although my name appeared on the waitlist screen, he claimed he couldn’t find my appointment. He said the system was running slowly due to the storm and that he believed me, but his tone was curt and impatient. I even offered to show the confirmation messages on my phone, but he brushed that off and seemed annoyed. Once I handed him the laptop, I explained the issue and showed him a video I had recorded of the sound. He agreed it sounded like the fan. My laptop has a decal across the surface, and one corner is coming up had a few strands of cat fur stuck to it. He asked if I had a cat, which I confirmed. He opened the laptop and asked when the noise typically occurred. After checking a few things, he took the laptop to the back for further inspection. When he returned, he seemed even more irritated. He told me the laptop was running at 90°C and asked if I had used any software to enhance or overclock the fans. I told him no. I don’t even know how to do that. I primarily use my laptop for paying bills and casual gaming. Despite my response, he looked at me like he didn’t believe me. Then he asked if I had spilled anything on the laptop, which I also denied. Again, he seemed skeptical. He pointed to the screen, which admittedly had some smudges on the screen, and asked what it was. I told him it was just dirt and apologized for not cleaning it beforehand. He began sniffing the laptop and pressing the keys before asking again if I had spilled anything on it. While I admit the screen was dirty, the keyboard is clean and there is no stickiness. I don’t eat or drink near the laptop. Then he bluntly asked if my cat had urinated on the laptop. I was shocked. I told him absolutely not. My laptop is never left unsupervised around my cat. He pressed the issue again, asking, “Are you sure?” I reassured him that I was. I didn't say this, but I would know if there was cat urine on my laptop. At this point, his attitude toward me was openly hostile. He told me they could send the laptop to Kentucky to be serviced, which could take up to a month, but warned me that if there was evidence of cat urine, the warranty would not cover it. I told him again that I was confident that was not the case. He then told me to clean the screen and schedule another appointment. I returned to my car, wiped the laptop down which took maybe 10 seconds, but honestly, I was so uncomfortable with how I had been treated that I didn’t want to return. I don’t like to make assumptions, but I couldn’t help but feel that his behavior toward me may have been influenced by my race. He was friendly and polite with the customer ahead of me but seemed annoyed from the moment I walked up. Because of this unpleasant experience, I looked for other Geek Squad locations and found an appointment at the Best Buy in Blakeney. I drove 30 minutes from Rock Hill, and the difference in service was night and day. Josh at the Blakeney location was professional, friendly, and helpful. He took my laptop to the back and found a couple of stray cat hairs wrapped around the left fan, which he removed. He ran additional diagnostics and confirmed that everything was now running smoothly. He saw none of the supposed issues that the Rock Hill associate had claimed. If you need assistance with your electronics, I highly recommend the Geek Squad team at Blakeney. As for the Rock Hill location, I would advise caution my experience there was uncomfortable, unprofessional, and left me feeling disrespected.

Customer service was awesome, I got all the info I needed to make an informed purchase.

Purchased an HP OmniBook Laptop which developed a dead display within 2 weeks of gentle desktop service. BestBuy refused to help with repair/replace and required dealing with HP directly. HP support has been an incredible waste of time getting told to go thru several different departments and systems. If you value your time and money, DO NOT BUY ANYTHING FROM BESTBUY, especially any HP Products.