On Sunday, I had my first interaction with Best Buy’s Geek Squad when my new Mac mini failed to connect to my Windows 7 HomeGroup network. I have to say the experience was disappointing to say the least.

This morning I got a survey from them regarding my experience. I rated them a 2 on the NPS question (what is the likelihood that you would recommend us to a friend/colleague).

Here were my comments at the end of the survey. Let’s see what they do with them. Ryan was the name of the “Agent” with whom I spoke.

1. Ryan was clearly reading from a script. While I understanding your wanting to give a consistent experience to callers, it would be better if they actually cared, rather than reading me something that says they care. I have talk to other companies tech support in India who (while it was difficult to understand them) clearly cared about my situation.
2. Ryan tried nothing to solve the problem and made zero suggestions. I called Apple (the problem was with a new Mac mini) and the problem was solved in five minutes.
3. I really like my Best Buy experience and I am a promoter of yours (yes, I recognized you are using Reichheld's Net Promoter Score concept), but this was my first interaction with the Geek Squad and it was quite disappointing, put me down as a detractor.