Best Buy Round Rock

We took several laptops to Best Buy for battery replacement and unfortunately the experience turned into a major headache. First, we were told it would take about a week. After waiting, we received a call saying the laptops were ready for pickup. When we arrived, the staff informed us that no one had even looked at them yet. We then had to wait while they attempted to change the batteries, only to be told the batteries didn’t fit and that new ones had to be ordered. We took the laptops back and, due to the inconvenience, the manager on duty told us they would comp one laptop repair for the trouble. After ordering the correct batteries, we returned again and waited while they completed the service—only to be charged for all of them. When I reminded them that one repair was supposed to be free, the staff refused and said there was no record of it in their system. Even after they called their manager, they still denied it. I had to drive back to my office, locate the receipt showing the comped laptop, and return to the store to prove it. Only then did they apologize and honor what had originally been promised. The whole process showed a serious lack of organization and communication among the team. Staff seemed disengaged, and it felt like no one was on the same page. We also learned that you cannot call the store or Geek Squad directly—there’s only a general answering service, so every issue required physically going back to the store. If you choose to use this location, make sure you keep every receipt and document everything, because you will need proof for them to honor what they say. Very frustrating experience and disappointing customer service.

Going invest Buy is like being at a furniture store or a car dealership. There's always someone following you around, until you are actually looking for something and then there's no one to be found. I really hate this store.

Evelyn was such a great help!

I took a new laptop together with my old laptop to have Geek Squad clone my files, install software and optimize to my new laptop. I picked up both my computers after being notified they were done. When I checked for my files, I was not able to find a folder that was sitting on my old computer. That folder contained more than 14 GB of family pictures: kid high school graduations, prom, senior pics, family vacations. They deleted everything in that folder, except for one small subfolder with a small handful of pics. None of those pictures were transferred to my new laptop, so all my family pictures were just deleted, nowhere to be found on either computer. I tried calling Geek Squad, then Corporate, and I just kept getting passed around from person to person and everyone would say there was nothing they could do. I believe that this was intentional. I am unbelievably angry. Everyone should beware that this might happen to them if they go to this Best Buy Geek Squad.