I have been using Geek Squad for 3-4 years and always been satisfied……until now. Below are the detail of the situation but here are the bullet points. Geek Squad sends my computer out for repair. UPS returns it to kentucky instead of me. No one at GS does anything helpful GS literally LOOSES my computer, and lies to me about it. No one at GS does anything helpful. Best Buy offers to replace my computer by reimbursing me less then it cost to replace GS finds my computer GS erases all my files after being told I would be able to retrieve them. After 5 weeks of F’ing me over i get a “sorry thats all i can do" Unbelievable that customer service and concern for clients could be so bad. This only implies, and I was told, this happens on a regular bases. July 18th- Monday 1:56 Pm I take my Macbook pro in because it was running slow on certain files. I was told that they would look at it but it may need to be sent out. That can take up to 2 weeks. I am fine with that since I was going to be out of town any way. It is shipped out at 4:06 July 20th-Wednesday 11:56Am Geek Squad calls me tells me they have done all they can and it may be a software issue that they can not resolve. I would need to take it to apple. I am told they are going to send it back directly to my house, I had requested that originally thinking it may be faster for me to get my computer back that way. I very specifically tell the guy at GS do not send my computer back as I am leaving town on Saturday and I don’t want it sitting on my porch. He assures me it will be there by Saturday so it shouldn’t be a problem. July 25th-Monday UPS makes their first attempt to deliver. But wait I was told it would be here by last saturday. July 26th-Tuesday UPS makes their second attempt to deliver. Nope I am still out of town July 27th- Wednesday Ups makes their final attempt to deliver. I’m still not home so they leave a notecard stating that the package will be held at their location until August 3rd. July 31st-Sunday I call UPS and ask them if they can deliver my package to as they are about 45 minutes away. I am told the soonest they can do it is Tuesday. Not thrilled but OK. August 2-Tuesday I check to see where my computer has been incorrectly sorted. I call UPS and they tell me it will be here Wednesday. Again not thrilled but what can I do but wait. August 3rd- Wednesday I am an optimist so I assume since they told me it would be here on Wednesday that it would be. WRONG. I check late in the afternoon to find that it is being sent back to the sender and now UPS will have nothing to do with me because now only the sender can do anything to reroute it. August 4TH-Thursday THIS IS WHERE GS AND BEST BUY REALLY GET INVOLVED…….OR DON’T 10:00 AM - As in the store just opened. I speak to Phillip at the front desk. On a side note these guys deal with peoples *** all day, they should be paid more. I make him aware of the situation and that GS needs to call to reroute my computer back. He gets Anthony, GS manager, involved to which Anthony’s response was “ I can look into it later today after 1:00” My blood pressure just went to 9000. I didn’t show up when you opened to be told that my issue isn’t important enough to look into right now. I should have realized at this point that my problem was not going to be dealt with and i should have gone up the chain then. But I am an optimist right. I leave PISSED. 2:26 PM- I haven’t heard from Anthony so I call to make sure he is looking into my problem. Anthony going to “look into it” 2:50 PM Anthony returns my call to say “we sent and excalation email, we won’t know anything until we hear back” Given I was pissed when I UPS sent my computer back to the sender. Now I am really pissed that no one seems to really want to fix the problem. My understanding with UPS is some one form GS just needed to call and reroute it back. No we are going to send an excalation email. *** I need someone to step up and take care if this. “Sorry Mr. Heddin thats all we can do” You should really fix this system. When there is no one to call to get an immediate answer, that is rediculious. So once again I leave pissed. August 5th- Friday 1:15 PM I call GS to see if they have made any progress. They “haven’t’ heard bak from their excalation email" 1:35 PM I get a call from GS kentucky and they tell me its on its way back. I ask if it can be overnighted? Being my computer has been in transit for over week and GS is aware of this I am expecting a “Yes Mr. Heddin and sorry for the delays” BUT NOOOOO. I get “the store it came from will have to approve that.” Pissed, but ok, I will call the store back to. 1:42 PM I call Anthony back to tell him the good news. His first words are “ I told you I would call you back when I heard something” Yeaahhh, warm fuzzy feeling, NOT! I explain that Kentucky has it and he just need to request it be overnighted so that I can get my computer back ASAP. “I will look into it”. 5:44 PM I receive a call back from Anthony to inform that my computer is already on the truck and there is nothing they can do to overnight it. It will be here on Tuesday. What can i do, except be pissed as ***. August 9th -Tuesday I never received a new shipping number so I call to see if is has arrived. I am told “it hasn’t arrived yet should be here tomorrow” It does me no good to go off at this guy he has nothing to do with it, so I hang up pissed again. August 10th Wednesday - over 3 weeks since GS sent my computer out 1:30 I call and I am on hold for 21 minutes- no answer 1:59 I call and I am on hold for 8 minutes- no answer 2:34 I call and I am on hold for 56 minutes- no answer 5:11 I call and I am on hold for 16 minutes- no answer 6:00 PM I go to Best Buy- I was told “sorry thought it would be here today, but it SHOULD be here tomorrow” August 11th Thursday Once again my optimism gets the best of me. After waiting for that call to tell me they have my computer, and not getting it. 6:00 pm I go to Best Buy. Fabian, a store assistant manger, gets involved. Great maybe we will get somewhere. NOPE. Fabian informs me that they really don’t know where my computer it and he will make and “ I will look into it tomorrow” WTF- Are you kidding me. I ask why he can’t tonight and his response was “ he could not leave the floor to look into it” there may have been a total of 10 customers in the store. But hey my issue is not important. Fabian leaves me with the feelings that my computer is lost but assures me they will replace it. Still no warm fuzzy feeling. They don’t even have a tracking number for it. Literally no idea where it is. Fabian gives me his card and tell me he will be my point of contact here on out. August 12th- Friday 12:32- I call, because no is calling me, and leave a message for Fabian. 3:35- Anthony calles me back to inform me that my computer is in fact lost and they have sent another “excalation email” Well we know how well those work so you can imagine my excitement. Anthony goes on to tell me “ if it doesn’t show up by monday then management has made the decision to replace your computer” Great lets waste another 3 days hoping that this problem takes care of itself. You can imagine how pissed i am at this point, NO YOU CAN’T! By the way where the *** is Fabian, My new point of contact? August 15th- Monday I never receive a call, because well that would represent customer service, so I go by BB. 1:30 Pm - I go into BB knowing my computer is lost and today I will get a new one. Still anoyed but I have come to terms with it. White shirt tells me they can give me credit for what I paid for my computer. Anthony, with out acknowldding my existance, confirms this.I had bought an open box computer so the $1036.99 I payed wouldn’t even replace my computer. And so I am told “ sorry thats all we can do” Realizing the guys at the GS desk can do nothing to resolve this I ask to speak with a store manager, Nick. Jason Eisenberg shows up, not a store manager, I start to brief him on the situation and he immediatly wants to get Anthony involved, AKA pass the buck. So I inform i have already spoke with Anthony and i think at this point Jason realizes i am pissed and deciedes to step up and do a good job. So after some discussion and him going to Nick they agree to making up the difference so that I may actually get a computer with out having to pay money. While working thru the paper work Nick, the store manager, comes by and asks if I need help? Great, I get to talk to the manager. I ask if he is aware of the lost computer, he response “ I was just made aware of it”. WOW just now?? This has been going on for over 2 weeks. Thinking he would care I start to fill him in on the details. Ha Ha, in a brief moment that Jason came to ask me a question Nick disappers. Never to be seen again. I have a light bulb moment realizing that this how thing is ran like ***. I get my new computer and discuss with Jason what will happen to my old one. It has personal files on it and files that I still needed.He informed that" if it shows up they would call me to come get files off of it and if it goes back to kentucky they would drill *** thru the hard rive destroying any files.” August 16th- Tuesday 10:16am I receive an email from GS saying my computer is being shipped. Great they found my computer and i will be able to get my Files back. May be this will have a happy ending, of sorts. August 19th- Friday Email shows that my computer has back at the store. August 20th- Saturday 10:05 AM I arrive at the store with my hard drive ready to download my files. Given I had not received a phone call yet but Jason said "if it shows up they would call me to come get files off of it”. *** my optimism. After white shirt asks “who told me I could come get files off my computer?” I should have known there was a problem. But Hey Jason is standing in the GS area surely he will fix this issue. NOOOOOOO! Jason comes to inform me and I quote “ I never thought it would actually come back here so GS never got the message to call you” Thus GS just erased the entire hard drive this morning. REMEMBER its 10:15am at this point, the store literelay opened 15 minutes ago. So because Jason “thought” i now have 100’s of files that are gone. There was potential for a some what happy ending. But don’t worry jason offers to send it out for recovery, AT MY EXPENSE!!!! WTF!!! I argue they should pay for it, he offers to ask his manager. Ha you mean NICK the one that could care less about this whole thing, No I will pass and just consider Best Buy and Geek Squad dead to me. In a day and age where I can buy all of my electronics online and have them shipped directly to my house with out ever speaking to anyone it is sad that terrible customer service is the reasons I would do that.