The worst customer service imaginable, particularly coming from the store manager.
Took my laptop there on June 1 to service it because of a virus malware.
I was told the Norton protection wasn’t the best at offering protection. The tech advised that I purchase one that they offered which they would be installed once the virus had been removed.
I purchased it in addition to the annual membership. The tech explained that buying the annual membership($159) instead of the one time repair fee($399) provided the additional benefit of being able to use have repairs done for an entire year without incurring any extra costs.
I picked it up a few days later only to find that the battery wouldn’t hold a charge.
Took it back and it was sent off to repair this problem.
Picked it up for the second time on June 17 only to find that I couldn’t access my Outlook mail.
A few days later, June 21 and for the third time, I picked it up but I still couldn’t get in my account.
While trying to login, I noticed the device was not sitting level on the table. I looked it over and saw that two screws were missing from the back and a part of the keyboard was broken.
Took the device back that evening to share my concerns. The tech took it back and returned saying that my Outlook account was working and for me to sign in.
However, before I signed in, I showed him the damages to which he responded that the repairs the did would not have involved opening the back of the device but that he would check the cameras in the back to see if it had been dropped.
He came back and related that a “consultant”had worked on it but did not provide a satisfactory explanation for the damage.
By this time, I’d been there for close to an hour and the store was about to close.
I requested to speak to a manager. The manager was apologetic about the whole situation, my many visits to the store concerning the issue.
He advised that I come back the following morning to speak to the store manager, Mr. Martinez.
I returned the following morning, spoke to Mr. Martinez and without hearing the sequence of events, he summarily said that the Geek Squad manager, Ms. Martinez, no relationship, would attend to me.
Ms. Martinez apologized on behalf of the techs for having lied about how the damages occurred. She said they would send it off to have the case for the device replaced and that this would take two weeks.
By this time, I’d been without my device for almost three weeks. I explained that I was going out of town and needed to have my laptop.
At this point, she called the manager, Mr. Martinez to explain the situation to him.
He was so condescending and responded by saying that I should buy a laptop from the store and use it for how ever long it takes them to repair my device. What??? I was flabbergasted. Give them my money to correct their incompetence. No way!!! He said that was the only solution he had to offer.
The whole time I interacted with him, he came across as being arrogant and self assured. No apologies for their goof and the inconvenience I was being put through.
I walked out of the store without my device. I went to Costco, five minutes from their store, and purchased a new laptop to take along for my trip.
This’s the worst experience and very traumatic customer service I’ve ever experienced.
My device remains with the store.
I will be reaching out to the regional managers for both the Geek Squad and the store.
Hopefully they’ll recognize the errors of the personnel in this store and make the situation right.
I’ll share the update.
RJ
Raquel Jarrett
Mar 11, 2026
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.
