BS
Brittany Simmons
4 days ago
I made an appointment to have my phone screen repaired and arrived on time after leaving work early and driving across town. When I got there, I was told there was no repair technician available. There was no call or text beforehand to let me know the appointment could not be honored.
Now, the next available appointment isn’t until Saturday. Very disappointing experience. I do not recommend this service. If an appointment cannot be honored, customers should be notified in advance rather than being left to show up for nothing.
JP
Jack Pantziris
Jul 26, 2026
Avoid this location at all costs. Brought my computer in for service and two weeks later it doesn’t turn on anymore. Said they tried to install new equipment they told me to buy and all of a sudden it now doesn’t work. They also never clearly explained to me the problem. If they had told me my computer was dead and needed to be replaced that’s one thing but they told me they’d fix it and now it doesn’t work and never accepted responsibility.
I am writing a review for Geek Squad at Potomac Yard because the technician who helped me on Monday July 20th 2026 for a 2:40PM appointment was excellent. My laptop started running noticeably slower last Friday. Between Friday and Sunday I worked with 4 remote Geek Squad technicians who I now understand are just trained to provide laptop tune-ups and cleaning. This would be a valuable service, no question, under other circumstances, but my laptop continued to be noticeably slow, with CPU running at 50-80%. The remote technicians apparently did not check the extent to which my CPU issue was resolved (I showed them in Task Manager).
What I appreciated was that the Potomac Yard technician was listening --he suggested reducing the apps that auto-load at startup. When I said I'd already done that, he moved on (as opposed to offering the same "solution" previous technicians had). He said Dropbox was using a lot of RAM & CPU, but when I said I could take out files that I'm not using, he said that that would not help to solve the issue. Mostly I could tell he believed me when I said my computer slowed down considerably between Thursday and Friday. Ultimately, he looked up one of the processes that should have shutdown when I closed WSL (vmmem -something), and when he stopped that, my laptop was back to normal. This is something the 4 remote technicians should have been able to do. I simply appreciated being listened to and the actual attempt to diagnose and solve the problem instead of just trying to check me off their list and move on to the next person. Thank you!!
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As an addendum, here are the notes that the remote technicians shared on my case--they are acting like I asked for a tune up or that I asked that they remove unneeded or unwanted programs. In fact, I did not ask for any of that--I said that my computer was running slowly and that I wanted them to take a look to see what might be causing that (ie diagnose the issue) and attempt to address it. Here is how they documented their support (note that I started out explaining to each remote technician about the work that had already been performed--plus the notes on my account should have provided that information as well):
Today I performed a Computer Tune Up on your device. I removed any unneeded or unwanted programs per your request. I performed all system updates and ensured you had the latest version of Adobe Reader and Java. I ran various tweaks to help ensure the device is running efficiently. I also ensured your device is protected by updating your Webroot If you need any further assistance, please feel free to reach out to the Geek Squad 24/7/365.
Agent Anil - 7/19/2026
Today I performed a Computer Tune Up on your device. I removed any unneeded or unwanted programs per your request. I performed all system updates and ensured you had the latest version of Adobe Reader and Java. I ran various tweaks to help ensure the device is running efficiently. I also ensured your device is protected by updating Webroot. If you need any further assistance, please feel free to reach out to the Geek Squad 24/7/365.
Regards
Agent Murtaza - 7/17/2026
Today I performed a Virus removal and operating system repair on your device. I ran virus and malware scans where No malware was found on the system while also manually removing any traces. I removed any unneeded or unwanted programs per your request. I performed all system updates and ensured you had the latest version of Adobe Reader and Java. I ran various tweaks to help ensure the device is running efficiently. I also ensured your device is protected by updating your defender antivirus. If you need any further assistance, please feel free to reach out to the Geek Squad 24/7/365.
Agent Anamika - 7/17/2026
BB
boomersooner413
May 28, 2026
Terrible service. Before even going to the store, I called support and asked if they did thermal paste replacement under My Best Buy Total Membership even out of warranty. They said yes. When I arrived at the store for my appointment the guy at the counter was with another client. The guy was sighing before I even sat down, was the most uncaring, tired of working there, most unhelpful client service provider I have ever dealt with. Unfortunately, he seemed to be the manager for that shift. He got another guy to help me; he was MUCH nicer and as helpful as he could be. We have been paying for the best buy membership for years, as we figured it would cover repairs since it is a monthly charge. DO NOT BELIEVE IT. If the laptop is out of guarantee or the laptop was purchased at another store beside BestBuy they will not cover ANYTHING. Any part, any repair, they send to their warehouse and then charge MORE money on top of the yearly fee on top. STAY AWAY from this store AND memberships to GeekSquad you are better off paying for repairs when you need them because they will charge the same with or without a membership anyways. There is ALWAYS some reason they cannot do the work you have been paying for a year or several. Always an excuse to charge more. Complete ripoff. That and the manager lost them a client forever.
Paid over $100 for installation, and this is the view. Needed the camera footage today becayse a passerby driver shattered my glass, and because my child’s father threatened me - I have NO VISUAL of either because well… look at the image. It is literally facing the car. Smh.
