Best Buy West Madison

This review is regarding the incredibly frustrating and unacceptable service we received from Best Buy's Geek Squad regarding a laptop covered under their annual protection plan, which is vital for our business operations. We dropped off our laptop around October 15th because it was malfunctioning. As of today, it has been six weeks since we dropped off the computer. A Timeline of Failure and Blame: We received a notification that the laptop had been repaired and was ready for pickup. We went to the store, only to be told the laptop wasn't actually there. We were asked to return later that week. Later that week (Friday): We returned, expecting to pick up the "repaired" laptop. After waiting for nearly an hour, a staff member finally told us they had no idea what happened to the laptop and promised someone would contact us. The following week: We made yet another trip to the store after receiving confirmation that the computer was finally repaired. Once again, it was not at the store. They even provide a tracking number or definitive information. Later that day: We finally received a call—but not with good news. We were informed the laptop had arrived, but the screen was broken! They claim the damage occurred during the delivery/shipping process, not during the repair itself. Unacceptable Responsibility: Whether the screen was broken by shipping carrier they chose, the damage occurred while the laptop was under Best Buy’s care and control. This is not our problem, and we should not have to endure further delays for them to fix damage caused by their own logistics. This entire process has been a continuous disaster of misinformation, wasted time, now spanning six wasted weeks. Since the laptop has been damaged while in the custody of their repair chain and the repair process has been a total failure, we no longer want this specific laptop. We have requested that Best Buy provide us with the full value of the laptop in the form of a store gift card so we can purchase a reliable replacement immediately for our business. This level of service is unacceptable, and we demand a timely resolution for the damages and delays we have endured.

In prior years I've counted on Best Buy for good products, but even more so for the knowledge it's employees on the sales floor provided. During my recent visit, however, I went through three different salespersons who knew nothing about auxiliary power packs for cellphones, etc. before ending up with a young man who really knew a great deal about all kinds of electronic gear. He asked me quite a few questions about how I would use the power pack, what characteristics I preferred (ex. lightweight), and more. I feel confident that I made a good purchase. BUT -- Best Buy, what has happened to the savvy employees that used to fully populated your sales floor?

Went to upgrade my phone yesterday. No one seem to one want to help me. I left. The staff kept looking at me but didn't seem to want to help.

The worst experience ever - no communication between employees.