READ THIS ALL: A Surreal and Thoroughly Disappointing Experience

Question

I called the Geek Squad a couple of days ago to inquire about upgrading the RAM on my daughter's IMAC.  The guy who answered at BB Framingham said - it will probably take 20 minutes and will cost $80 for the RAM and $40 install.
So, this morning I drove to Best Buy and waited behind one guy at the Geek Squad desk.  Took my dog because it was going to be quick.  Nobody came for about 10 minutes and then when somebody came they got embroiled with the guy in front of me.  Folks were walking in and out of the back, but they didn't want to acknoledge our small line.  The guy in front of me pulled out an ancient computer and then a variety of parts out of a briefcase.  She was having a long dialogue with the guy and wouldn't even look in my direction.  After around 15 minutes, she said "are you OK sir" and I said, "yes, for now"  She then continued analyzing this old pc and then a while later looked up and said - what do you need?  We are now close to 1/2 hour into it and I said "I just want to upgrade my ram".  She said - you need to go and buy that at the computer section.  I asked, will they know what I need and she said yes.  I said "where do I go" and she dissmissively waves her hand in the direction of the computers and says "over there somewhere."
So now I walk over to the computer section and there is one guy there working with some customers.  I wait and wait.  Then he rings the customers in.  When I get his attention, I tell him that its an older macpro and he says he'll look it up.  He asks whether I have a CD ROM drive, which shouldn't matter.  He spends a while looking and then gets something off the rack and hands it to me.  I pay him the $80 for the RAM.  Now I go back to the Geek Squad line.  One in front of me again - needs to dissassembe his computer to get his hard drive out.
I see the girl who was there before and I tell her I'm back.  Guy dissassmbling the other customer's computer, multitasks with me.  Opens back, puts in new RAM, and reboots.  Meanwhile I'm running from time to time back to the car to keep the dog calm.  MacBook keeps failing to reboot.  After about 20 minutes, the Geek Squad guy asks if I have the right RAM.  I tell him the story about getting the RAM and said that I did tell the guy in the computer department about the age of the computer.  I told him that I was aware that the age mattered because I had installed RAM before that I bought from Crucial.  He then looks up the computer and tells me its the wrong RAM and that I can only order it online.
So, the guy then puts the old RAM back it and checks that the computer works.  He then says that because he reset the RAM maybe the RAM will work now.  So, he puts the new RAM in and tries again.  After 10 minutes - no luck.  So, he puts the old RAM back in and reboots and checks it,
He then says that he'll reimburse me for the RAM and the service.  He works the register and determines that the register has no cash.  So, he starts calling folks to bring cash.  After someone brings cash, he pays me $80.  I asked if I can get reimbursed for the service.  He said that I didn't pay.  I said that I did and I pointed to the girl.  They then went through a process of checking my licence and calling up my receipt and paying me the $40.
I leave and come home.  I boot the computer to find that he reistalled the old RAM improperly - I had 4GB of RAM and now I have 2 because he didn't install one of the cards properly (says empty).  Just as I check the RAM I get a call saying that my repair is ready and an email that says that my repair is in process.
I get on Crucial's website - ordered the RAM and will install myself.  Total time door to door with BB 90 minutes.  Service order {removed per forum guidelines}

Answer 1

Hello dhunterllc-
Surreal is definitely one way to describe your experience with our Geek Squad while trying to get this new RAM installed in your computer.  Frustrating and aggravating would be two other good adjectives as well.  I’m truly sorry to hear that this was the sum total of your visit with our Geek Squad.
Given that most issues involving the Geek Squad are usually fairly involved, they can take time to resolve for each customer.  That’s why it’s vitally important that the Geek Squad agent give you their undivided attention and not just wave you in the general direction of a department to buy what you need.  Either another Geek Squad agent or the associate in the computer section could have taken the time to make sure that you had what you needed to handle this request.
I also apologize if our Geek Squad agent didn’t reseat your old RAM correctly, causing you more inconvenience.  I’d like to get some more details from you, so I’m going to send you a private message to collect that information.
I will also be documenting these concerns for the upper store management so that they can review this for training opportunities.
Look for that message soon!
Bill|Senior Social Media Specialist | Best Buy® Corporate
 Private Message