Geek Squad is by appointment ONLY. It's been this way since well before the pandemic. Some stores may make exceptions, but SOP is appointments only. So please, if you answer the national phone queue or are talking to a client at all, Don't tell Clients they can just come in, because even if your store is doing walkups, not every store can handle that without a lot of client dissatisfaction.

It's never a fun situation when you've had 2 CAs call out and you're triple booked for the day before any unscheduled walkups expect to be taken care of, then get pissed when we can’t take care of them. "But I called the store and they said to just walk right in." Please don't. We already have to deal with this from Apple and the carrier stores; please don’t shoot us in the back with friendly fire.

What can you do instead? Set proper expectations; tell them that they will need an appointment. How can they do that? Ideally you would schedule them then if you can figure out which is their local store using scheduling tools in ETK, but here are some other options:

• Through the app: [Their Profile, bottom right] > Services > "Schedule an in-store Service appointment"

• Geeksquad.com *The website: "Services" > "Schedule a Service"

• Phone: 1.800.GEEKSQUAD (1-800-433-5778) or 1-888-BESTBUY (1-888-237-8289)

• Calling their local store with and using the geek squad extension (2111), though agents get busy, so they may not always pick up.

Thank you, and Sorry about the rant.

PS: Would anyone like to purchase TTS?

Was supposed to have someone come out and remove a Google nest thermostat yesterday, so we could take it in to the store to get it checked out as it’s not connecting to the internet. We waited all day for geek squad to show up, didn’t want to leave in case as soon as we get in the car to go somewhere they show up.. and they never came. No call or anything.

I contacted the customer service number like 3-4x over the course of the day and they kept saying they got in contact with the driver and they were being held up at a previous appointment which just didn’t add up. Last rep I spoke with 4 hours after the 11-3pm window told me the driver never updated the system to add a delay reason. Apparently it was a third party contractor, Manada technology or something like that.

Ended up getting rescheduled for the 2nd of January with another 12 hour window 🤦🏽‍♂️ . Supposedly this is an actual geek squad employee not a contractor this time.. never had anything like this happen before.

Downvoted?

Just curious to see how strict some of you are with appointments. Our precinct takes walk ins all the time. Most of our appointments are apple appointments, most of which are resolved in minutes because they have no coverage and they give you the classic "well apple told me to come here" or our favorite "T-Mobile told me you would fix my phone"

Most of our PC repairs come from walk ins, very rarely do they make a reservation. Are we supposed to take appointments only, or do any of you take walk ins as well?

It's not really too big a deal for us, we're in a smaller store, not nearly as busy as some of you out there probably get, but walk ins do impact us a bit, making it harder to get functionality checks done on time, or getting everything shipped off before the store closes, leaving whatever didn't get done to the CA that opens the next day.

Just curious how you guys handle them, so maybe I can learn a thing or two. Not really sure how best buy as a whole wants Geek Squad to handle appointments and walk ins, if we're supposed to just help every single person that walks in, regardless of if they made an appointment or not.