PA
Peyton Allbritten
Aug 12, 2025
I wanted to share a very frustrating and disappointing experience I had with Geek Squad in Landstown Commons regarding a simple laptop screen repair that turned into an ongoing customer service issue.
I initially brought in my laptop to have the screen replaced. The issue was minor, just the corner of the screen popping out, not a hardware problem. However, I was told I needed to turn in my charger along with the laptop for it to be shipped.
When I returned a week later to pick up my computer, the charger was missing. A Geek Squad associate searched for it and said he swore it had been turned in, but it was ultimately lost. To resolve the issue, they offered to order a replacement HP 65-watt charger, the same model that was lost. When the replacement arrived, it turned out to be a 45-watt charger, not what I originally had.
I returned to the store that same evening to address the mistake, but was told the associate who placed the order wasn’t available and to come back the next morning. Despite all appointment slots being booked, I returned to the store the following morning per their instructions, only to be told the wait would be 1.5 hours, something I couldn’t manage due to work obligations. I scheduled a new appointment for a few days later that fit my schedule.
At that visit, the associate who originally helped me wasn’t in, so they called him. I was told he had left out a universal, open-box 65-watt charger for me. I expressed concern that it was unfair to replace my original, manufacturer-issued charger with a generic, second-hand one. I was then offered a scratched up second-hand HP 65-watt USB-C charger, which was still wrong because my original charger was not USB-C.
I repeatedly explained that I simply wanted what I originally had: a new, manufacturer-issued HP 65-watt charger, not a used or generic alternative. The associate told me this was the best they could offer and that there was no one else with more authority to speak to about further resolution.
If they were able to order me a brand-new 45-watt HP charger, why couldn’t they order the correct 65-watt version? Especially when they even said originally that they could order me a replacement 65-watt HP charger. I can easily go online and buy a new 65-watt HP charger myself, so why couldn’t they, when they were the ones who lost it?
Moreover, to put it in perspective: if I turned in a $1,000 computer for repair and it was lost, would I be expected to accept a $800 used replacement? That’s essentially what I was being asked to do with my charger.
Throughout this experience, I encountered poor customer service, inadequate problem-solving, and a lack of accountability. Most frustrating of all was the claim that there was no one else I could speak to and that was the best they could compensate me, a clear avoidance of escalation or proper customer care.
What could have been a simple resolution turned into an unnecessarily drawn-out and frustrating process. This situation could have been resolved easily by replacing what was lost with the appropriate item. Instead, I was left with a used charger, that was not the kind I originally had, and a poor impression of Geek Squad’s customer service.
