My Service Order Number is 00860-[protected]
I walked an Apple computer for repairs into Best Buy, Charlottesville, where I originally purchased it. I walked it in because I could not talk to anyone by phone, or chat, or schedule a repair online, as has been noted in other Best Buy complaints. Incredibly frustrating, because this was an hour drive for me from my office in Culpeper, VA.
The folks in the store were courteous and helpful, although a tiny bit concerned that I did not have an appointment. They did however take my computer in for repairs. Although an Apple certified repair center, the computer had to be sent to Kentucky.
A week later I received an email from the Geek Squad that I would need to authorize the cost of the repair which was 2/3rds the cost of a new laptop. The email contained a phone number for me to call. I called multiple times which got me to a machine, which told me to press #2 to get to repair authorizations, which told me to call the direct line for the Charlottesville store, which told me that they are no longer taking phone calls.
Day three of calling, I finally reached a “real person” who was apparently as frustrated as I because she told me she was working from home and then hung up on me when I told her that I was just trying to tell the repair person that I could not authorize a $1500.00 repair on a five-year-old laptop. Hung Up On Me as I Tried to Return Their Call.
I pride myself on being a polite person, which recently has been no small feat. Day four. Mustering up patience and a resolve to remain polite, I was able to contact another Best Buy Representative for the Geek Squad who also told me that she was working from home and who also HUNG UP ON ME.
Determined not to be defeated, I immediately called again, and this time was able to talk to a young lady who politely took my information and resolved the issue. At the end of the phone call, I thanked her for her kindness.
Over the years, my husband and I have purchased appliances, phones, and computers from Best Buy. Never Again. It is unconscionable that customers are treated this way. While I appreciate that Best Buy is trying to protect folks from COVID, their current system is not only frustrating their customers, it is also fostering a hostile attitude among some of their representatives towards their customers.
I will be copying this complaint to Best Buy headquarters and to Apple.
An apology from Best Buy