Geek Squad Best Buy #136 Put on hold for 53 minutes and 14 seconds. Geek Squad Customer Service rating is minus 10 on a scale of 1 to 10, 10 being the best. Fairfield, California

I'm sorry, but I fail to see how you were "ripped off."  You didn't pay for a service that wasn't performed to your satisfaction; you weren't sold a faulty product.   You were merely VERY mildly inconvenienced.  If you have never paid a visit to the tech bench, you should know that it can get rather hectic there.  Unfortunately, phone calls can get ignored when there are customers waiting in line for service.  I'm sorry you were lost in the shuffle, but that is life, and things don't always happen the way that we want.  

Being an Agent, this sounds a little strange to me... I can tell you:

A.) Any Geek Squad employee would know you don't need an appointment to bring your unit in, and would have no reason to put you on hold to inform you of this simple fact;
B.) If you sat on hold for upwards of an hour over such a simple question, that's your issue. Any reasonable person would have hung up long before that and tried calling back a few minutes later;
C.) If you called in a second time and got somebody immediately, instead of asking for a manager first, why not just explain you were left on hold and re-ask your question (after only waiting for a few minutes on hold and then calling back, as suggested in B...);
D.) If this really played out exactly how you explained, you should probably call 1-888-BEST BUY and talk to Customer Relations, but I doubt it did.

Best Buy and Geek Squad do not stay in business because they treat their customers like garbage. Additionally, some customers are simply unreasonable.