We scheduled an appointment with Geek Squad to get our laptop fixed. We expected a Geek Squad technician to take a look and give us a diagnosis. Instead, at this required 20 minute "appointment" it was just a person behind the counter plugging and replugging in the adaptor then ultimately telling us it will be free of charge and covered by warranty, which of course we were thrilled with. So we leave our laptop with them, believing that it will be fixed and free of charge under warranty (we even signed a form stating so). A week or so later I get a call from Geek Squad telling me to pay $700 to get the laptop repaired! If this had been diagnosed at our original Geek Squad "appointment" and had I been informed that it was going to cost me more than what I paid for it, I never would have left my laptop with Best Buy (and they know this). It is a complete BAIT AND SWITCH. I declined the repair and they make you schedule yet another "appointment" just to come pick it up. I am already miffed at this point for the broken promise to fix the laptop, I arrive at the store and they have the gall to charge me $35 for "shipping?" At first he says I signed a form that says I have to pay this but when I asked to see this form he refused and said I would have to schedule another appointment. Well I read over the copy when I got home but it says nothing about paying a $35 "shipping fee." When I voiced my dissatisfaction with how the whole thing was handled, this "manager" with ZERO customer service skills begins telling me and my son that he will call the police if we don't pay and saying it was OUR fault that we broke the computer and we should've known better about what was wrong with our laptop. Excuse me, isn't that YOUR job, and isn't that why we took it to Geek Squad in the first place, to find out what's wrong and to GET IT FIXED? My feeling is that they make these grandiose promise so you leave your computer with them, then once they got it in possession they figure you'll be desperate enough to pay the money in order to get it back. In my opinion, they operate like con artists. Plus you can never call the store direct, it just gets connected to a call center whose representatives hung up on me TWICE. My 15 year old son had more manners and maturity than this manager at the Rockford Best Buy. NEVER AGAIN. After reading others' comments it made me see the common themes when dealing with Best Buy: Not delivering on promises, lack of disclosure, misinformation, poor customer service, baiting, dishonesty. HOW ARE THEY STILL IN BUSINESS???