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Posts: 2
Registered: ‎10-05-2019

Disappointed Geek Squad/Apple Repair

Hello, I am a loyal Best Buy customer and chose my Chandler Best Buy (3100 West Frye Rd. Chandler, AZ) for repair for of my Apple iPhone8. I had a set appointment with the Geek Squad for a repair. We arrived 10-minutes early for our appointment. After the scheduled time passed we were asked if we had an appointment. We told them we received a confirmation made through Apple for an appointment. We were told no appointment was found under our name. We were sent to another part of the store and asked for assistance in the iPhone section. The Apple representative inside Best Buy said this was not something he handles and went back to the Geek Squad area to let them know we had a confirmed appointment. I showed my confirmation that was now several minutes passed our scheduled time. We waited for several more minutes only to be told they could not help us because they could not find we had an appointment. We asked for a manager (Andrew) and he said there was nothing he could do other than make us an appointment several hours later. Regardless of whose error it was (Apple or Best Buy) there was no phone calls to Apple or means of getting us into an earlier appointment since we had been waiting for over an hour for our scheduled appointment. It was a total waste of time. There was no attempt to fix the situation. We have always enjoyed our neighborhood Best Buy and shopped there for years especially during the holidays. We are frustrated that our attempts for help or resolution went unheard. Thanks for your time.     

Posts: 5,874
Topics: 75
Kudos: 548
Solutions: 335
Registered: ‎12-23-2016

Re: Disappointed Geek Squad/Apple Repair

Hi, ARamirez15,


Welcome to the Best Buy Community forums, and thanks for reaching out about this. I'm sorry that we were not able to help out with that repair because your reservation never made it into the system.


We are often booked up for several hours at a time, which is why another reservation could not be created for you right away. The only options would have been to schedule you for the next appointment, or to have you sit and wait in case someone else didn't show up.


I appreciate your feedback about how this wasn't a good set of solutions for you. We're always listening and trying to find better ways to serve our customers.


Were you able to get that repair rescheduled? If not, I'd like to see what we can do to help.



Kyle R|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎10-05-2019

Re: Disappointed Geek Squad/Apple Repair

Hello, thank you for the reply. The issue was that nothing was done to verify that an appointment was scheduled. The problem certainly could have been on Apple Support who I have had a separate conversation with. The lack of assistance after an hours wait was the disappointing experience for us. We were able to reschedule through Apple Support at an Apple store with no issues. They were able to get us in and out with no problems at all. A much different experience than at Best Buy.