Update: dropping stars from 4 to 2Typical over promise and unxer deliver. They were factory resetting the floor model computer they squared me away with and loading all their protection on it. Was supposed to get a call first thing this morning. Never heard from them. Yesterday the tech said that with 2 hours left in their shortened business day he couldnt do it same day but could have if they were open till 9. He needed up to 5 hours. They opened at 10 today. Didnt hear from them by 3 (10am-3pm is 5 hours and assumes they did nothing with the 2 hours yesterday). They closed at 6. Never heard from them.Original: This would have been a 1 star, or 0 star, review yesterday. Let me explain.I had sent out a laptop, through the geek squad, on 2 separate occasions, over the last 18 months under the geek squad protection plan. Each time my laptop came back with new problems or new damage. It was a battle to get them to own their errors and fix them, so much so that after each repair I set my laptop aside for montha because it would reignite these extremely frustrated and angry feelings. My experiences with their geek squad staff, the customer service, and even their over the phone help were atrocious. I had gotten about 9 months of use put of my laptop and then it turned into a paperweight for a year and a half because trying to deal with best buy and geek squad was such a miserable time.I went back today to try again to get my laptop running smooth and correct as I prepared for fall courses. I asked for the geek dquad manager and got JORDAN. He listened to my situation and the whole story and immediately went into resolution mode. He went straight for a fix that should have probably been done the very first time I took my laptop in. He credited me what I paid for it, helped me shop a new laptop and even reduced the price as much as he could so that I could have a new computer and a protection plan at the value of my old computer. He succeeded. I now have a brand new laptop, the same model as my old one in its current version, with a protection plan an all I really paid was tax. I can now do computer work without worry, without it triggerinv frustration and anger and I feel so relieved that I can do the work I need to without issue. I was FULLY prepared to write off best buy as a company forever. They were truly miserable to deal with up to this point.JORDAN was exceptional today and I felt a responsibility to share my experience and sing his praises. He has earned a little of my trust back with the company. Not much, but enough that I will give them small business and opportunities to built off this positive experience. If you have issues with geek squad, JORDAN is the man to talk to.Thank you JORDAN. You were the person I needed 18 months ago.