Best Buy

This review is actually for my experience with «Geek Squad» as well as the store…
I brought my husband’s computer in for a diagnostic review as it suddenly became very slow in opening windows. I handed it off to a Geek Squad employee, explained the situation, and he ran the diagnostics while I was still there. He turns to me and says, «Oh. It’s just a virus. We’ll ‘simply’ remove it and you’ll have your system back in 3 – 5 days» (this was on a Monday, I left the store before 5 pm).
As I was getting emails to complete a store survey about my experience, but hadn’t actually completed the service yet, I called the store to follow up on that Weds.
After waiting on hold and being shuffled around to various Geek Squad members, I am told that «there’s been a post-​it note on your file to call you since Monday night» (48 hrs my system sat there… With a post-​it note for someone to call me about a problem).
Apparently, now I need a new hard drive! (I’m by no means a computer expert, but I don’t understand how a «simple virus» — per their initial diagnostic test– now means that I have to buy a new hard drive). Now I feel like I’m being scammed and have lost all trust in their services. (Shouldn’t they have picked up on the hard drive issues when they tested it in front of me?!)
After about an hour of getting absolutely no where with the staff, I ask to have the manager call me back.
He calls me back… No apologies for the lack of service or courtesy and brushes me off in saying «all I can offer you is 15% off your hard drive purchase».
Hrumph.
I convince them to remove the virus and just re-​run the diagnostics to see if the hard drive survives, knowing of course that they’d never admit if it were «ok».
This is where I really get upset. The hard drive fails 2 of the tests and I need it replaced. Could you believe that I called the Geek Squad phone number and the store phone number only to be put on eternal hold! I finally gave up after 40 minutes and called the «corporate office».
I told them that there must be some sort of emergency at the store b/​c NO ONE is answering the phones at all! I actually recommended that someone call the local police to do a «well check» and make sure everything was ok!
Needless to say, the corporate office got right through and I was connected to a staff member immediately!
Def. will NOT recommend this store for much of anything… maybe to buy gum, but even that’s a stretch!