Geek Squad in Owings Mills | Best Phone, Laptop, and Computer Repair Services at Affordable Prices | Quick Fixes

The worst tech support experience I have ever had.

I was sent to this Best Buy by T Mobile to repair the hinge on my Samsung Flip 4. The first time I drove to the store, I was told they needed to run diagnostics before anything could be done; the staff were unable to complete diagnostics for some reason, so I was told to come back later and repeat the diagnostics when a Samsung rep would be available. The second time I came to the store, the diagnostics were completed, everyone agreed that this was a manufacturing defect, and I was told to go home and get proof of purchase to file a warranty claim. The third time I came to the store, I was told that a new issue with the screen that developed AFTER the hinge issue (and was likely a direct consequence of me using a broken phone while being given the run around) now made my phone definitively ineligible for any sort of warranty coverage. I then paid close to $400 out of pocket to have the hinge and screen fixed, and waited three hours at the store, only to be told that in the process of fixing the screen, they had caused additional damage and the internal screen would no longer boot up. I received a refund and a, “Sorry, good luck!” and was sent on my way. I consistently felt like I was being put off, rarely received accurate information, and no one took responsibility for giving me a phone that was more broken than the one I started with. I would not take a device there again for anything more than the simplest task.

This particular site – Owings Mills Best Buy Geek Squad, installed a new hard drive in my laptop computer, but failed to back-up my files, restore the operating system and destroyed the sound capability. They did not complete the service as required under the Total Tech Package I purchased, even after have my unit for quite sometime. After two unsuccessful visits to this location, I ended up taking my unit to another location in another county. Fortunately, the Harford County location was able to restore my system and provided me with the quality of service and care I have received from the Geek Squad in the past. The Owings Mills location is lousy and I do not recommend anybody who has a paid, Total Tech Membership, go to this location. Obviously, those managing and working at this locale need more training in their “craft”.

Been trying to get into contact with someone at this location for literal WEEKS after they damged my phone. I have wasted many hours of my life on their automated system to be connected to their store multiple times where I cannot even leave a voicemail anymore because their storage is full and has been for over a week. I have sent emails, filled out their online review and checked the box to have a supervisor call me back…. nothing. This department and its management is inattentive, horrible customer service, will leave your products more damaged than when you brought them in after you paid for their service plan and a deductible to have their poor quality high-school tech class level kids “fix” it. Don’t waste your time or money here. I have never felt with a more pathetic group of people or establishment.