Geek Squad

Reviews

• RJ

  Raquel Jarrett

  Mar 11, 2026
  1.0
  Subject: Formal Complaint – Service Failure at Geek Squad (Best Buy Smyrna, GA) I am submitting this review as a formal complaint regarding my recent experience with the Geek Squad located inside the Best Buy store in Smyrna, GA, where I originally purchased my HP laptop. In the past, I had positive experiences with the technicians at this location, which is why I trusted them again when my laptop required service. Unfortunately, this most recent experience demonstrated a significant breakdown in communication, technical capability, and management accountability. 1. Service Commitment That Was Not Honored Before leaving my laptop for diagnosis and repair, I clearly explained that I had an important business meeting and that it was critical for the laptop to be repaired and ready for pickup before that date. Despite emphasizing the urgency, I later learned that the associates assisting me, Gabriel and Kenneth, failed to document this information. After discovering this oversight, I spoke directly with Rebecca, the Geek Squad manager, who assured me that the repair would be completed in time. I also received communication from Jeremy, the technician, who diagnosed the issue and confirmed that the laptop would be ready as promised. 2. Lack of Communication and Repair Failure On the scheduled pickup day, no one from Geek Squad contacted me with an update. When I called the store to check the status, I received vague responses for several minutes before Brandon, another technician, finally informed me that the laptop would not be ready. Concerned by the lack of clear information, I went to the store in person to determine what had happened. At that point, I was told that nothing had been repaired and that they did not know how to resolve the issue. This meant the entire service period had been wasted while I waited under the assumption that my laptop was being repaired as promised. Throughout the process, every update had to be initiated by me. There was no proactive communication from the service team regarding delays, issues, or the inability to complete the repair. 3. Concerning Sales Behavior During Service Failure The sales associates were more focused on promoting the Geek Squad Total subscription for $179.99 rather than ensuring that my service request was properly handled. 4. Lack of Management Accountability Rebecca, the manager who had personally assured me that the repair would be completed on time, was present in the store during this situation but did not come out of her office to address the issue, acknowledge the mistake, or apologize for the inconvenience. The supervisor, Jes, eventually provided me with a phone number to cancel the Total subscription and receive a full refund. There was no resistance to issuing the refund, which strongly suggests that the staff recognized the service I received was unsatisfactory. 5. Impact Because the laptop was not repaired as promised, I was forced to scramble for an alternative solution before an important business meeting. The lack of communication and inability to complete the repair created unnecessary disruption and stress. “Request for Corporate Review” This experience raises serious concerns about the current service standards, technician capability, and management oversight at the Geek Squad in the Smyrna, GA Best Buy location. Customers rely on Geek Squad for technical expertise and reliable service. In this case, neither was provided. I hope this situation receives appropriate review so that other customers do not experience the same level of service failure. Based on this experience, I cannot recommend this location.
• FT

  faatimah tucker

  Nov 5, 2025
  1.0
  This remote company are inefficient crooks. They took my payment and were unable to successfully service me with a tune-up. Then they told me that because they spent time “attempting” the service they don’t owe me a refund and hung up on me 2x. This is ridiculous. Disgusting service, professionalism, and communication. When I asked to speak with a manager/ refund department they disconnected.
• SF

  sharron Fields

  Nov 4, 2025
  5.0
  They helped me with my phone and I never heard of them but people have and it's a great place to take you electronics if you need it fixed or the help.
• PW

  Phaidra C. Wright

  Mar 29, 2022
  5.0
  Helpful, as always.
• AR

  Andrew Rodgers

  Jun 25, 2018
  5.0
  been going here for 15 years now, have bought all sort of computers, TV's, DVD, etc. Always has a great experience, always great deals and very friendly staff.