This is a review only for the Geek Squad at the Scarborough Best Buy location:
I use for my business a powerful desktop, it is a vital part of my daily operations. After a crash while updating the OS, I decided to call for "at location" service but this service was unavailable until 5 business days after; I decided then to bring in my equipment to this Scarborough best buy/geek squad location. I was told by the agent that he would have a diagnostic for repair by the end of their working day (9pm) but that didn't happen.
It actually took them 3 business days to have a diagnostic for me! Apparently -and their excuse was- they they were too busy dealing with the clients and advising sales. In one of my visits to find out the status of the diagnostic, one of the agents made me wait for 1 hour because he had to sell and install an iPad screen protector!! (and I was sure that the geek squad agents were focused on equipment repairs and optimization, but looks like they are more occupied in selling stuff)
After finding out that "probably" my HDD had failed and there were "probably" memory errors, I was offered the worst possible solution. Am I not an experienced technician, but this did not add in my math:
- Swap my damaged enterprise-class 10000rpm HDD for an overpriced 5200rpm (HDD widely used in laptops) they had in stock
I was so upset by this suggestion, that I went to find the HDD myself. I purchased and brought it in for cloning in less than 1 hour so they get a feel for my sense of urgency on this repair. I was told this process would take few hours and that I'll be informed once finished. Of course no one called me, so I walked in they day after and one of the agents told me -again- that they were too busy, and the he hasn't had a chance to review the info because of the lack of the password.
That's odd because I provided it and it's was written on the work order. anyway, after finally accessing the equipment I noticed that only 2gb of the 6gb of ram were being used by the OS, the agent gave me a watery explanation and offered for me to buy additional memory (that was not compatible anyway and terribly overpriced)
I just got my equipment and got the hell out of there.
- Pros: They do an amazing job at promoting themselves as professionals and customer oriented.
- Cons: Agents have no sense of urgency, agents push too much for sales (warranties, equipment and software), there is no accountability, there is no coordination among agents, there is a clear lack of organization and communication, there are no specialized agents for hi-end equipment. The attitude towards clients asking for job updates is poor to offensive, the overall client support is poor, their solutions to problems is inadequate.