Best Buy La Crosse

Very friendly and helpful

Over the last 6 months, I’ve had an incredibly frustrating experience with the Onalaska Best Buy Geek Squad—specifically Jack Larson and a woman I believe is a Service Experience Supervisor. To be clear, general BB staff (cashiers, floor employees) have always been kind and helpful. My issues lie solely with Geek Squad leadership and how they handled my situation. In late 2024, I purchased a Lenovo Legion 5i Gaming Desktop for $1,500 (on sale from $2,000) using a BB credit card. After about a month, it started black-screening and becoming unresponsive. I brought it in on Dec. 14. Despite being nearly new, I was pressured into a $180 Total Tech membership just to have them look at it. On Dec. 20, it was returned, labeled as a loose GPU. Three months later, the issues came back, worse than before. I decided to upgrade some parts (bought through BB again) and checked it in with the new parts on April 19. Jack Larson greeted me with a handshake, an apology, and the claim that their “only qualified tech” was part-time on weekends—a huge red flag. Still, I was hopeful for a quick, fee-free fix. I got zero updates. I had to manually schedule an appointment on May 3. I was told the new parts were installed, but they couldn’t figure out what was wrong. The PC “worked like when I brought it in.” It didn’t. I brought it home—still dead. Returned again May 5, got another hollow apology from Jack and promises to “do better.” Still no updates. I visited again May 11. A walk-in Geek Squad rep—not their tech—talked to me for five minutes and immediately suspected a motherboard failure, and even said the computer should qualify for a full replacement. This was more help than I had received in months. The store finally agreed to send it to a Service Center for motherboard replacement. No one contacted me. I scheduled another meeting May 25, only to find out it hadn’t shipped because they “needed the original parts”—which I was never given back. It was finally sent out. Still silence until I scheduled another meeting June 20. I was told the part was backordered and to wait a week. On July 2, I missed a call from BB’s general number at 7:40 p.m. while at work. I emailed Jack Larson—no reply. On July 3, I went in person. Through whispers and laughter from staff, I found out my PC had been scrapped—without my consent or even notification. I was told I’d be offered a replacement, but instead they tried giving me a gift card that couldn’t cover the cost of an equivalent replacement. When I expressed frustration, Jack and the Supervisor began talking over me and my family--seemed offended I refused to shake Jack’s hand after months of broken promises, and devlovled into repeating "You get the gift card or you get nothing" This was a $1,500+ machine, less than 6 months old, with an extended warranty and upgrades—all lost due to incompetent support, lack of communication, and poor internal processes. Throughout this ordeal, I had to chase every update myself. The minimal help I did receive came only after I pushed for it. If your PC has issues and you're considering Geek Squad at this location: don’t. You may end up losing your time, money, and product with nothing but apologies and handshakes to show for it.

The help will.drift if you are just making up your mind. They become more attentative once you say i want to buy it now and put a card on the table.

Dirty and trash all over on the floor