DANGEROUS situation: I scheduled to have a phone battery replaced through geek squad as a certified apple location. The invite from Best Buy added to my calendar for one hour and I was told to back up my phone beforehand which seemed reasonable. I arrived and was told a diagnostic needed to be run beforehand even with the phone backed up meaning I needed to unlock my phone. I agreed as the tech was sitting across from me. He then asked me to sign a consent form for the diagnostic and then said I should just write the unlock code for my phone on the consent form so he could access it without me. Thinking this was inappropriate, I declined and said I could just type it in again if he needed it. He then informed me he would be taking my unlocked phone to a back room to run diagnostics out of my view. I was not allowed to join him. I agreed since I had already scheduled and driven out to have the replacement done and because I have most apps with private information (finance, medical records, identifying paperwork, photos) locked with my passcode that I didn't share. That said, not everything is locked and a lot of secure information is in other places like email. It is also rare for people to have individual apps locked like I do and they would have been accessible anyway if I had given him my passcode. After the diagnostic that my phone "passed," I was told they needed 2 more hours to replace the battery. The appointment from Best Buy's text message said 1 hour and even added it to my Google Calendar as one hour. All around, the experience was poor and I am still in shock that they ask you to unlock your phone for a stranger to have alone in a back room. Think about Venmo, swimsuit photos, pictures of your kids in a bathtub, financial or legal records you may have in your files or drive...etc. most secure places can be accessed on your phone with your unlocked phone and your passcode. They need to disclose what they will ask for, give the real turnaround time, and under no circumstances should they be alone with your unlocked phone with or without your passcode. I hope corporate reviews this review and fixes their policies. DO NOT take your phone to geek squad to be worked on.
DC
Dr. Rey Caban
Sep 7, 2026
Update,
Best Buy contacted me. I had to wait about a week to get my purchase. However, the team they sent knew what they were doing, were extremely professional, and the manager saved me money on an issue they don't normally have. Best Buy will continue to get my business because the manager fixed the issue as promptly as possible and took care of the customer. All of my issues documented below are fully null and void, as Best Buy eventually went above and beyond to correct the issue. Thank you, Best Buy, for the great service. From a loyal customer.
Dear Best Buy Management in Oakdale,
I am writing to express my deep frustration with the repeated failures I have experienced at the Oakdale Best Buy. The level of service I received was unacceptable, unprofessional, and deeply troubling. I made three separate visits to the store for the same unresolved issue, and each time, employees and managers failed to take meaningful change or provide a clear solution. In addition, my delivery was canceled multiple times during the scheduled delivery window, despite involving thousands of dollars’ worth of equipment. These repeated failures have left me questioning not only the competence of the store’s handling of my purchase, but also the fairness and respect with which I was treated.
After speaking with Best Buy headquarters, I learned that the charges I was quoted should have been approximately $175 for mounting a television and approximately $145 for mounting speakers. Instead, employees at the Oakdale store sold me a “premium” package for $500, presenting it as though it covered everything. I later learned that this package did not include parts and appeared to cover only basic setup tasks, such as connecting HDMI cables, adjusting settings, and pairing Bluetooth devices. That is not the comprehensive service I was led to believe I was purchasing. If the package was accurately represented, then I expect Best Buy to explain, in detail, what value justified the additional cost. If it was not accurately represented, then I expect Best Buy to correct the charge and address the conduct of the employees involved.
I will return to the store to speak with a manager. My delivery has been canceled multiple times during the scheduled delivery window, and I still have not received a satisfactory explanation. I cannot say with certainty why this has happened, but I have to ask whether my name, Reynaldo Caban, or the way I may be perceived affected the service I received. I am not accusing anyone without evidence, but repeated poor treatment requires serious scrutiny. Best Buy should ensure that every customer—regardless of name, appearance, background, or race—is treated with the same professionalism, honesty, and respect. As a researcher, I cannot conclude that discrimination caused these failures, but I also cannot ignore it as a possible concern when the pattern of service has been this poor and dismissive.
My name is Dr. Reynaldo Caban. I am asking Best Buy in Oakdale to take responsibility for what happened, provide a clear explanation for the repeated delivery cancellations and service failures, review the charges I was given, and make the situation right. I expect to be treated as a valued customer and with the same dignity, fairness, and respect that every customer deserves.
Sincerely,
Dr. Caban