Best Buy Geek Squad

I turned in a Toshiba laptop that needed repair to your location in Wesley Chapel, Florida. I described what it was doing and the tech said he would check it to determine what the issue was. After a couple of days, I received a call and it was suggested that the problem would be fixed by restoring my laptop to factory settings; however, they would need the recovery discs to perform that function. I purchased the discs (did not save the originals after a few years of ownership) and gave them to the Geek Squad.

I received a call a few days later stating that the recovery did not work and I need a new motherboard. I want compensation for the $30 I spent on the recover discs. Do not direct me to provide something that will cost me money and will not work. Simply tell me it was the motherboard from the beginning and none of this would have resulted. It is a machine, not a living organism.

On Saturday, May 19, I had an HDTV delivered to my home. When I ordered it, I specifically asked and had written that my old TV would be removed. I explained it was large. I was told there's no problem. I got a call on Friday, May 18. It's a computer message saying that the Geek Squad was coming between 12 and 4 pm. Well, they were at my door at 8:30 am. I was told they were told to be there between 8 am and 12 pm and if they didn't install it now, they didn't have any idea when they could install. After I ran to get the HD box from Comcast, they couldn't get it to work. They told me to return it to Comcast as it was defective.

I ran it back to Comcast who promptly plugged it in and it was fine. I ran home, plugged it in and it worked fine. Meanwhile, before they left, they told me that weren't taking the TV. No one told them it was big and they brought a little van. Monday, I called Best Buy and asked about the removal of my TV as they had promised. They promised that Thursday they would send a large truck from the warehouse to get the TV. Naturally, I believed them. I took the day from work off and received an email confirming the appointment. They will come between 12 and 4 pm again. I got another computer message confirming this information. I was told I would receive a call in the morning before they came. Naturally, they lied. I waited until 2:30 pm and called them. Someone wrote not to come as the TV was large and they have no truck available. No one called me. I demanded that someone come. Now, they are going to try to fit me in late slot tomorrow night. I am very angry. I will never use this company again and I will tell everyone I know not to use them unless they are looking for pain and aggravation.

On May 1st, I was notified by email that my Kaspersky Antivirus that I bought from Best Buy was going to expire and was told I could go to the Best Buy portal to renew for $29.00. They also offered the Geek Squad Tech support for another $70.00. I didn't want the tech support and could not afford them both. I pushed the button to renew only the anti-virus protection. At the conclusion of the transaction, I was shown a page thanking me for my $102.16. They had charged me without my permission for both services! I called them immediately to straighten it out. I was told at this time that they couldn't do anything until it went through on my card. I was told to call back at that time to get a refund. I was given a confirmation #**.

Okay, it went through my bank on May 3rd. I called back at 6:30AM that day. I was told they would put it through for a refund of $70.00 for the tech support. I got a new confirmation #**. They said it would take 7 to 10 days to show up on my account. I called back on May 5th to make sure it was taken care of. It had not even been started! The lady I talked with then, Lawanda, said she was going to take care of it and it could take 7 to 10 working days to receive the refund. I was given a new confirmation #**. I still hadn't received anything on the 15th of May, so I called back again to check on it and by this point, I didn't trust them to do what they said anyway.

Again, I was told nothing had been done! They said something about having computer problems! I was then told I could be assured it would be taken care of the next day, which would have been the 16th of May. Again, I was told it could be 7 to 10 working days or now, two complete billing cycle to show up in my account. I was given another confirmation #**, which I had come to the conclusion had no meaning! At this point, I was fed up with the runaround and called back to speak with a manager. They said there was no one available! The lady I spoke with said she would put it in for an F2 escalation, whatever, if anything that means. She said it could take 7 to 10 days or two billing cycles to show on my account! I got another confirmation number of **!

Well, I called again yesterday which was May 18th. The girl I spoke with said nothing had been done. It wasn't even put in for a refund and my tech support said active! The one I didn't order. She stated she didn't understand why this was happening and that she could see where I had called numerous times. She told me she was putting in for a refund immediately. This time, I was given a refund reference code of **. I wonder if that is the same as a confirmation code. If so, it's not worth much. Also, she said it could take 7 to 10 days or 2 billing cycles to show on my account. Now maybe to some people, $70.00 may not be too much money but it is to us. We barely scrape by as it is and we need that money back! I told her this was no way to run a legitimate business and I consider it stealing from people. I would appreciate it if you could check into this matter for me as I'm not having much success.

This company along with The Geek Squad are perhaps the worst companies I have had the misfortune dealing with. I bought a dishwasher two years ago from Best Buy. The Samsung model we purchased broke down repeatedly. The dishwasher was finally deemed unrepairable. I had the replacement, same make and model for 8 months and this had the same problem.

Despite attempts to have this one replaced with a different brand. We were willing to pay any difference in cost. The service tech patched this one up after multiple attempts two months before the manufacturer's warranty expired. Now, two months later, dishwasher has broken down with same issue. I called the Geek Squad and they had the audacity to say that any service call was now our #. This borders being criminal, this company does the bare minimum it can perform and stay within the law.

I am so frustrated with the Geek Squad. I sent my computer in about six weeks ago to be repaired. Once it was fixed and sent out to be repaired. I kept calling to get updates. When it was returned on a Wednesday evening, only because I called, did I find out it was there but with a blue screen and they needed a recovery disc to fix it. I took it in and on Friday got a call from their automated system that it was still ready to be picked up. I went in and they told me it wasn't fixed and they still hadn't gotten it all ready. On Sunday, I got a call from their automated system and I went in and they had found another problem and it had to be sent back to the shop yet again. I assumed it was sent Monday. Well today, (Monday), I went in to check on it and it still hasn't arrived at the shop (or has been recorded as arrived). The associate I talked to kept telling me it would take 3 to 5 days to arrive and I told him it's already been seven. What an idiot! He didn't even have the courtesy to call the shop and check. I tell everyone not to use Geek Squad if you can help it. They are rude and unknowledgeable.

I highly recommend avoiding Best Buy Black Tie warranties or anything else the Geek Squad tries to foist off on you. They seem to go out of their way to avoid their obligations, in my opinion. My 18 year old daughter had Black Tie coverage on her Kindle, which she had just purchased at the end of January. Yesterday, it was sitting by itself charging. It was fine when she plugged it in. When she looked at it a half hour later, the screen looked like modern art in black and white. We took it to Best Buy today to get it fixed. They gave her a new one, but said that her warranty was now void because they had replaced the Kindle.

The nasty little twenty something manager declared that it was pressure damage. We said that it was not, the problem occurred while it was charging. Nobody was near it. He told us that his experience said it was pressure damage, so that is what it was. Period! And the nasty little creature walked away! So now my daughter has no warranty and I am posting this complaint, just as I told the little twit I would. I plan to avoid Best Buy from now on. And I most surely do not trust the Geek Squad!

A prearranged schedule at a local Best Buy for installation of $1200 of audio equipment. Date, arrival and estimated time to complete the work had been established and confirmed. That is, until a recorded message from 888-2327-8289 was picked up telling us that the window of time to arrive would be between 7AM to 7PM, and left the above 888 number to call if we had questions/concerns regarding this time frame. It was a problem and contradicted the previous arrangement, therefore, returned the call. After a too long wait, Brandon (phone rep) answered and the interrogation began. Initially, we willingly answered question after question (name, address, zip code, phone number) with Brandon indicating that he had successfully pulled up our account and then proceeded to ask for the same information as if he hadn't been listening and when confronted with this fact, added that he wanted our email which was one too many questions without any service.

Brandon was very good at parroting his own words, extremely aggravating and has definitely honed the skill of being helpfully unhelpful. Repeated demands to speak to his supervisor were initially ignored. He then put us on hold for nearly 10 minutes with someone coming online. He did not immediately identify himself and hesitated when directly asked if he was a supervisor and then gave an unconvincing, weak yes. If he was a supervisor, his skills were no better than the initial phone rep and when asked to speak to a manager, he confirmed that by saying that there was no one any higher than he was. At one point he seemed to grasp that our address, phone number, zip code had already been given twice and then picked up with Brandon's behavior. He did not care that we were so aggravated that we were going to cancel the entire sale, that it was going to affect our local salesperson's account, the store's bottom line and muddied their reputation. He was only concerned with continued harassment.

Why? Because he could? Best Buy must be so proud. Not a lick of sense. In total frustration, we ended the call, turned our car around and drove straight to the local Best Buy where we made our purchases and scheduled services. I will add that we were late for a dinner party. The store manager Josh **, was surprised at the situation we described to him. He assured us that it was no one from his store, but someone from back East, possibly Indiana. Sad if it was Indiana, it's our home state. He assured us that everything planned was still in place.

Josh ** behaved in a professional, efficient manner, possesses the skills of a manager. Branden and his supervisor clearly should be counseled and repeat training. If the supervisor was actually a supervisor, a demotion would be in order. He demonstrated no interpersonal skills or ability to address the customer's concerns or needs. They also owe our salesperson and manager of our local Best Buy an apology for such careless handling of their customers and their hard earned sales and reputation. We also expect some kind of confirmation that the offending duo has been held accountable for their poor judgement. Customers do not expect to interact with teenager behavior. Thank you.

I took my computer to the Geek Squad to have Webroot installed, RAM doubled and to have it cleaned up and run faster. They lost the function button and it took a couple of months for them to get one, install it. After they did, my typing started jumping around on the computer (it did it now and messes up my messages). It runs so badly that I hate turning it on. I have error pop up messages. When using Internet Explorer, I have two pop ups stating to stop script running or the computer could stop running. (Or) My mouse started dragging so badly, I could not enjoy playing the games (bought new mouse and was still bad), (or) my instant connect to Wi-Fi completely quit, (or) Broadcom security alert, Broadcom security foundation.

One fix was to make me turn off the mouse to type a message then turn the mouse on to start again. No, not turn my mouse off this is to be done via a control window. I was to open, select the turn off, then open it again and turn it on. Duh! I am exhausted, exasperated and irate. What am I to do? Yes, a manager tried to sell me a computer "with a deal we cannot turn down," $100.00 off. It wasn't enough and my computer worked when I entered the store. I will know if Best Buy even cares about what their store did by how this message is answered.

I have just had the most horrible experience I have ever had as a consumer with Best/Worst Buy. OMG! Where do I start? I purchased my second computer from Best Buy store in Hiram, Georgia during the Thanksgiving Holiday. I purchased a so-called protection plan for over $200 and anti-virus software. The sales person, just so happened to fail to mention to me that the protection plan did not include software issues and a host of other information, had I known, I would not have purchased that type of protection.

Between that time and now, I had Dell remote to my computer 3 times for different issues. I was never able to sync my iPhone to this computer, and there are other issues. The last time Dell attempted to remote to my computer, they could not do anything. That is when I decided to take to Best/Worst Buy. I took it to the Geek Squad and they told me that it looked like I had a virus and wouldn't you know it, it would cost $99 to remove it because the protection that the salesperson sold me didn't cover that. Then, I asked to speak with someone else who told me that she would transfer my hardware protection to the software and the difference would go to something else. Out of sheer frustration, I said yes. They did not give me time to backup my computer after they took it and called later to tell me it was not software but actually a hard drive issue. So, it would cost $99 to back the little stuff I had on there after only 3 months of use. But, I still wanted my pictures I had to load on the computer from my iPhone since I couldn't sync them with iTunes, again, the fault of the manufacturer of the computer.

So, now I lost all my data and when they finally called me to tell me the computer is ready, it is actually not ready, because I have to purchase an Operating System disc from Dell in order to use my computer. Really, after you have my computer for two weeks, you are just now telling me that I have to order a disc from Dell which would probably take, God knows, how long to receive. Now, I am fuming and foaming at the mouth.

So, Heather, the manager, proceeded to get on the phone and tell me the exact same thing. I asked her why didn't they tell me this when they told me my hard drive had to be replaced and I could have the disc and be ready to use my computer. But no. I have to order another disc for $20 before I can even use my computer that Geek Squad fixed. How much sense does that make? None!

When I brought my computer into Best Buy, I was able to at least use it. Now, they want me to take my computer home and can't even use it. Essentially, it is not fixed. How am I to know that when I don't bring it home and wait for I-don't-know-how-long-to-receive a disc from Dell that it will even work then? Then it will become another issue which is not covered and I will have to pay more money to get some invisible problem fixed. My computer is not fixed if I can't use it! They are holding my computer hostage plain and simple. I am not taking my computer out of that store without knowing whether it actually works or not.

So, Heather said to me "let me get your number, so I can call you back to see if we can help you any." A tiny glimmer of hope came over me and was short lived the moment she called me back and said the same exact thing she was saying before on the phone. Boy, I am steaming mad by now. I hate Best Buy, the geek squad and all the other companies that don't stand behind their products and screw you at every turn after they have your money! I still don't have my computer or any recourse to get any help with the fiasco.

I have just had two more horrible experiences I have ever had as a consumer with Best/Worst Buy. Omg! Where do I start? I purchased my second computer from Best Buy store in Hiram, Georgia during the Thanksgiving holiday. I purchased a so-called protection plan for over $200 and anti-virus software. The salesperson just so happened to fail to mention to me that the protection plan did not include software issues and a host of other information. Had I known, I would not have purchased that type of protection. Between that time and now, I had Dell remote to my computer three times for different issues. I was never able to sync my iPhone to this computer and other issues. The last time Dell attempted to remote to my computer, they could not do anything. That is when I decided to take to Best/Worst Buy. I took it to the Geek Squad and they told me that it looked like I had a virus and wouldn't you know it, it would cost $99 to remove it because the protection that the salesperson sold me didn't cover that.

Then I asked to speak with someone else who told me that she would transfer my hardware protection to the software and the difference would go to something else. Out of sheer frustration, I said yes. They did not give me time to backup my computer after they took it and called later to tell me it was not software but actually a hard drive issue. So, it would cost $99 to back the little stuff I had on there after only three months of use. But, I still wanted my pictures I had to load on the computer from my iPhone since I couldn't sync them with iTunes. Again, the fault of the manufacturer of the computer. So now I lost all my data and when they finally called me to tell me computer is ready, it is actually not ready because I have to purchase an operating system disc from Dell in order to use my computer.

Really? After you have my computer for two weeks you are just now telling me that I have to order a disc from Dell which would probably take God knows how long to receive. Now I am fuming and foaming at the mouth. So Heather, the manager, proceeded to get on the phone and tell me the exact same thing. I asked her why didn't they tell me this when they told me my hard drive had to be replaced and I could have the disc and be ready to use my computer. But no, I have to order another disc for $20 before I can even use my computer that Geek Squad fixed. How much sense does that make? None! So Heather said to me, "Let me get your number so I can call you back to see if we can help you." A tiny glimmer of hope came over me and was short lived the moment she called me back and said the same exact thing she was saying before on the phone. Boy, I am steaming mad by now. I hate Best Buy, the Geek Squad and all the other companies that don't stand behind their products and screw you at every turn after they have your money! I still don't have my computer or any recourse to get any help with the fiasco.

If you notice I am a loyal customer of Best Buy since 2008 and have spent around $6,000 or more with the store. But this case is in regard to me purchasing two laptops last July 2011 which I purchased insurance which I always do when purchasing electronics. In this particular case, one of the computers stopped working so I took the computer to Best Buy and was told, "The insurance you purchased is only for the hard drive and the screen is not under warranty." Of course, I was baffled since this is the only insurance I was ever offered and the only insurance I have ever purchased for my computers in which I have purchased at least four laptops and one desktop all within a four-year span. So I was confused what kind of insurance was required.

When purchasing these laptops and computer, the sales rep only ask if you want to purchase insurance and how many years. I am upset Best Buy is not honoring the warranty and do not value me as a valuable customer. The manager, CJ, claims he spoke with Corey **, general manager, and the dept which generally fix the computers but it was stated, "There is nothing they can do for me since I did not have the right coverage." So all this time I have been buying insurance that has no value at all. I need someone to contact me and resolve this problem.

A couple of weeks ago, my husband had taken our tower into Best Buy where we have bought many electronics, such as, cameras, etc. from in the past. But we will never go there again or any other Best Buy store due to the fact that the tower just needed to be updated and cleaned out, but $199.99 later he brought it home and it was totally messed up. It is giving us error pop-ups and we could no longer print anything off it to our Kodak printer (also bought at the very same store). I was able to do everything before taking it in, it just took time. I phoned them and they couldn't do anything. They said to just bring it back in with the printer. My husband did just that on 4/2/2012. They said they couldn't fix it and for us to bring in all our discs so they could just wipe everything off our computer and we would lose everything on it. Well, I am a patient person - until we get negative attitudes and people who I think should not only have the technical skills, but also public relations qualifications that are needed to do their jobs in a professional manner.

I have worked in the medical field for years and know what customer service is about. I had requested, since my husband just brought our tower home without anything being done, a refund and Michelle stated that was not going to happen. I am battling a rare cancer since 2010 and monies are tight, but I need my computer for business reasons as well as personal. I wanted to just express my dissatisfaction with the customer service we received and to let you know word of mouth goes a long way. I hope you will help me on this. I am requesting from you a refund since they made it to where I cannot even print pictures (memories) of life for my family to see. Thank you very much for your time and god bless.

On Friday, March 30th at about 1:30PM, I took my computer to the Best Buy at North Queen and The Queensway in Etobicoke where I had purchased it. After plugging it in, I was told by the technician that my computer had a virus and was told it would take about 3 days to rectify the problem. On Sunday, being in the area, I stopped in to see if it was ready. I saw my computer sitting on a desk in the Geek Squad section, power on, hooked up to another machine. I was told by another technician that the scan would be complete in "47 minutes" and then they had to load and that it should be ready the next day. The following afternoon, I stopped by to hopefully pick up my computer. I was told by yet another technician that my computer was still in the scanning process and that it would be at least 2 more days and asked for the person's name who told me the scan would be complete in 47 minutes the day before, which I could not provide.

At this point, I told the technician to give me back my computer and the $213.47 that I had prepaid for the "service". In fairness, I was refunded my money and was given back my computer and I walked out of the store. I called an acquaintance to see if I could be pointed in the right direction. One half hour after looking at my computer, this independent contractor found no virus threats, fixed the problem and sent me on my merry way at a quarter of the cost. I have no idea how many people are out there who have had similar experiences with the Geek Squad, but I am certain I am not alone.

I went to Best Buy last Saturday with the intention to buy a MacBook Pro. I could have ordered it online or through my company and received a comparable discount, but I didn't. My experience was pleasant. I liked the sales associate who assisted me, but I begun to get irritated over the Geek Squad and the way all of the sales associates handled the Geek Squad sales or lack thereof. After some debating, I decided against going with the Geek Squad and decided if I wanted, I could go with Apple Care later. I actually was hoping I could consider both and had I wanted to go with Geek Squad, I could come back, but I was told that I had to make the decision at the time of purchase. So I decided against.

I started to get bothered when I had already made my decision clear and the sales associate pushed the brochure at me and said, "Last chance!" about five times. He even had the audacity to ask the customer sitting next to me, who was getting Geek Squad, why he was getting Geek Squad. First of, I had said "no" over and over again and I felt it was completely inappropriate to delay my check-out time, especially when I had a limited amount of time, as well as the other customers so they could try to have him sell me Geek Squad based on his experience.

Then behind me, a similar situation was happening. An older Indian guy was insistent that he didn't want to get Geek Squad either. So, the one sales associate brings another sales associate and they essentially ganged up on the customer trying to sell him the product. It got to the point where one of the sales associates, who was so frustrated that the Indian guy didn't bite, threw up his hands, walked away, and said, "Your loss!" I was going to drop over one thousand dollars and this was how customers were being treated. With every single sales associate, it was like the minute a customer said no to the Geek Squad, they all forget how to act professional and handle themselves in a customer service setting.

Frankly, it was appalling, and because I have only heard negative experiences about Geek Squad, I have absolutely zero interest in them now. Basically, they turned me completely off to them by trying to sell them so hard. Not to mention that I found out after my purchase I had 30 days to make a decision about Geek Squad, albeit I would have to bring the computer back to be inspected, but I had been lied to. Honestly, I'm still debating returning this computer because I am still reeling over the complete lack of professionalism by every single sales associate (four in total) when it came to selling Geek Squad.

I gave Geek Squad the phone and copy of receipt for repair. He checked and stated that I did not have coverage on phone. I showed him on the receipt that I prepaid it under the number ** for $169.98 (GSBTB # **). Then, he gave me a manual service order emergency tag form, which I filled out. I gave him my phone and the form. He said that it could take up to 48 hours to figure this out. I said, so for the next two days my phone is going to sit on the shelf while you figure this out. I then asked to speak with the manager. He then went to get the manager and a group of employees was there standing in front of the counter and talking.

I think the employees were drawing straws on who was the lucky one coming over to talk to me. I showed him the same thing as the Geek Squad and he first states that it is over a year and that the warranty is over. I say that is fine, but the warranty is with you and not the phone manufacturer. He said, "It looks like you do not have coverage." I said ok and I then told him to refund me the $169.00 that I pre-paid since I do not have coverage. He said that he could not and that the store will get back with me if I have coverage. I also told him that I was a silver member and he acted like, "So what?" I left the store and thought about it, so I called the 1-800 service and told me that I have coverage and that it was a store problem. Wow, imagine that! As of now, no one for the store has called me. I wonder if you will even email me?

We took our computer in to have it backed up. We bought tech support for three computers last July. We have until July 2012 before it expires. Backups are not included in the tech support, that's fine. So they said it would cost 99.00 dollars to have it backed up. They said if they could not back it up, we would be refunded the 99.00 dollars. Well, they could not back it up and they would only refund 70.00 dollars. They said it cost 30.00 dollars for labor. They are a bunch of liars there. This is the Chesterfield Michigan Best Buy store.

It is unfortunate that Best Buy promotes the Geek Squad as a fantastic customer service option since they don't know anything about customer service. Individuals like Mary (supposed manager) doesn't want to pick up the phone and call vendors and ask them for updates for parts that were ordered from secondary vendors. They even refuse to call back when the part comes in to schedule a time to replace the broken part. You have to plead with them to do their job. Amazingly stupid and lazy employees without a notion of customer service. The worst customer service ever!

You need to know this. I purchased a 42-inch LG flat screen from Best Buy on Feb. 6th 2012. Three weeks later, I noticed a 45 degree shadow in each of the lower corners of the screen. I called the Geek Squad and made a service appointment. No one showed up or called. The next day went by and not a word. So I called again, this time I was put on hold 15 minutes and a second appointment was made to inspect my new set. After the inspection was done at my home in broken English, it was explained to that I need a new LCD screen. To me, that means replace the TV! Two weeks from now I may get my new set fixed. Best Buy, the Geek Squad and the service department suck.

I took my CPU to Best Buy Geek Squad for repair. I explained to the person the problem I was having with the ports and was informed that I would be contacted once the computer was looked at. This was on 3/10/12. l received a call on or about 3/13 or 3/14 from a young man informing me that the computer had some small viruses that might or might not be causing the problem. I again asked about the ports and he informed me that they would check that out and it would take a few hours and they would get back to me. I told him that was okay. Today, 3/16, I received a call from a young lady at Best Buy who informed me that they discovered a virus on the computer and I proceeded to tell her about my conversation with the young man and that I was interested if the ports were checked out because I don't want to tell them to remove the viruses.

When I got it home, the ports are still not working. She told me to hold as she had to speak with someone. When she returned, she informed me that they would have to send the CPU out to their technicians at a cost to me of $34 or $35 and it would take two weeks. I told her that was fine. I just wanted to make sure that everything was looked at and repaired. We hung up and I was under the impression that it was going to be handled in that manner. Five minutes later, I got a call from Amy who I understand is a supervisor there telling me that they were not going to send the CPU out because if that was not the problem then I would lose my $34 and Best Buy would also have to pay because they should not have sent it to them. I informed her, "As a customer, if I wanted to have the ports checked out by a technician that I should have that right. If you do not do that, evidently, it's because you would not have told me that you would have to send it out for two weeks at a cost of $34."

When I asked her if she had a supervisor over her, she told me his name was Aaron but he couldn't speak to me because he was selling iPad3s. If he was busy, I could understand that because you could have asked him when would he be available to take calls or asked me to call back in an hour or more but to refuse to let me speak with him or tell me when I could is not customer service. I then had to go there in order to speak with him. He was quite a courteous lad. When he went and got my work order, he read that they had all of a sudden checked the ports but I was told it needed to be sent to a technician at a cost to do that. He then proceeded to tell me that I needed to purchase this anti-virus that would cover three computers for one year of service at a cost of $200. I am so disappointed with my service. I have been a customer for many, many years and have purchased numerous computers from your store. Aaron also gave me a $20 gift card which does not compensate for what I had to go through to get service and still not be satisfied because they still refused to send it out. I pray that this is not the norm for your Geek Squad workers.

I purchased an Apple all in one at Best Buy Owings Mills. I was quoted $75 to have an in-home setup and $35 in-store. I had the in-store service done. I had problems setting up my Wi-Fi and printer and called for an in-home setup for my new computer. It turns out the quote of $75 was incorrect, the fee was actually $150. I happened to look at my "Black Tie" agreement and realized I'm entitled to 15% off in-home services. I was disappointed that the rep didn't have that information. So we discussed the discount and she agreed I was entitled to it. I was not present during the tech visit and now realize the discount was not applied. I phoned 1-800-Geek Squad, was on the phone for 30 minutes only to find out I'm expected to ride out to the store (Owings Mills) to obtain this discount I should have received. I only access this store because the one close to me didn't sell the Macintosh.

This is my first experience with this service and it has been really annoying. I feel the burden of fixing this mistake should rest with Best Buy. I'd like to either be mailed the credit or allow me to retrieve my credit in the store that is convenient to me (Security Blvd). I feel the representatives should be informed about pricing what services I'm entitled to and make sure I receive them. It leaves me feeling I have to be on guard that I'm receiving what I should be. I'm sure if this is happening to me, it's happening to other people and quite frankly, I'm regretting not going to the Apple store to purchase my computer and service. On the bright side, my husband's experience with the tech who came to the house was very good and my experience speaking with Manager Joe ** at the Geek Squad was very good even though his hands were tied.

We have steadily moved away from the customer service we received in the past. I feel confident in saying many of us customers are gearing toward vendors who will take the aggravation out of doing business.

In November 2011 I ask Geek Squad to repair my laptop as it was slow, making unusual noises and was locking on me. After few days I got it back with an offer to buy Geek Squad 2 years protection for $200. I did; however, two weeks later I note that my laptop is working better but I still have noises and locking on. I try running clean program with GS program but it happened again. So on 01/25/2012 I visited Geek Squad again to explain that the same problem persists. After checking they decided to leave my laptop for detail check. Next day I got a phone call informing me that I have faulty DC-jack and they can't check or fix my laptop until I get it replaced.

I was offered to send it to be fixed for $195, but I also got a warning that my problem with the laptop may be related to hard drive and it can be costly. This problem was not mention with my first visit to Geek Squad. I asked for refund of my $200 for two years protection since my laptop was not fixed and not protected but damage further. I try contact a store manager but multiply attempts were answered with info that he is not in the store in this moment and will be tomorrow. That's the answer I was getting for over a week.

On February 11, 2012, I took my computer in for what I thought was a place where the Geek Squad service was very experienced and courteous, but I was wrong. I was at the 147th and Oceangate location in Hawthorne, California. There was no problem waiting in line for 40 minutes before being helped, but after speaking with the Geek Squad rep, he informed me that he would run a diagnosis test on my computer and it would only take a few minutes for the results. A few minutes turns in to 2 and a half hours later, yet I was still patient after waiting more then 3 hours after hearing the results. He informed me that my computer has a virus and told me what it would take to fix the problem. The cost was $534.40.

I was not excited about the cost, but he informed me if I wanted may computer fixed, that's what it would take to solve the problem. It was not an estimate price, that was the total cost to fix my computer after an experienced diagnosis from the Geek Squad at Best Buy. I agreed to have it fixed after the Geek Squad professional told me that the problem I had would be fixed and he informed me that I would have to pay in advance. Thinking I would not have to pay again, but that was not the case. I received a call on February 16, 2012 from the Geek Squad rep informing me that my hard drive needed to be replaced and it when cost me another $152.24 to get that fixed.

I was not happy to hear the news that they wanted more money from me. After speaking with the Geek Squad rep for over 4 hours on 2-11-12 and him informing me that after spending $534.40, that would fix my problem really raised an issue receiving a call to say I need to buy a new hard drive. The Geek Squad rep informed me that If I didn't buy the hard drive, my computer would not work. I didn't like the fact of getting a diagnosis of the problem, being told how much it would cost to fix it, being charged a price to fix it and then after collecting the cost of the computer repair, calling up the customer five days later to get more money from the customer, telling them that the money you spent won't be refunded and your computer won't be fixed unless you buy our hard drive at $152.24, is just wrong. Bad service. I've been a valued customer of Best Buy for more then 20 plus years. I've been a Best Buy Mastercard/Rewardzone and Visa card member for a very very long time.

I have never had a problem with Best Buy before. But this definitely will change my feelings with the company if this issue is not resolve. I've spoke to Best Buy and Geek Squad supervisors and managers, and I've email corporate regarding my complaint, and I was over looked and laughed at. I want a full refund of $686.64. It was a bad experience and I hope no one else has to go through what I had to go through. I was completely dissatisfied with the service provided.

My parents bought me an HP laptop for Christmas and about a month and a half of using it, the hard drive crashed. Because I had a warranty for services, I took the computer to the local Best Buy in Ann Arbor. They said that it was probably the hard drive and that they would have to send it to a warehouse so that it could be fixed. I left the computer with them, taking them on their word that it would be fixed in 2-3 weeks. During the first couple of days, I received emails from the Geek Squad letting me know what was happening to my computer, yet after the first week, I never received another email. When I called in a week later to check on the status of my computer, the person that I talked to, who worked for the Geek Squad, could not give me any additional information. I called again about a week later and was told the same thing, that they could not give me any additional information. When I asked why not, they said that they didn't have any information to give.

On the 20-day mark, I called very upset because I still did not have my computer, and I was told that the warehouse was waiting for a hard drive to put into my computer, but there was nothing more they could tell me and they didn't know when my computer was going to be fixed. On the 24-day mark, I went into the store and asked to speak with a manager. He told me that it was very unusual, that it shouldn't take this long for a computer to be fixed but he could give me a loner for $200 dollars until my computer was fixed. He also told me that he would send the warehouse an email and get back to me the next day. I did not receive a call from him and have not heard from him since.

Every person I have talked to has told me something different but no one can tell me when I am getting my computer back. The one thing they did tell me was that they don't really do anything until they have had for over 30 days, the 30-day mark will be in 3 days. The store will not even let me return or exchange the computer for another one because it is not in my warranty. I just want to know when am I getting my computer back! No one can tell me that at all. And I don't want anything about, "we have to contact the warehouse and talk to them"! This is absolutely ridiculous! I'm going to start going to the news about this. Best Buy thinks it's okay to sell default material and then give the customer the run around because they won't give them back their product in the time they allotted.

Best Buy is a Scam - I purchased a laptop, a 2-year Geek Squad plan and a Samsung CLX-3185 printer from the Pointe-Claire, QC store in December and January 2012.

Problem 1: They gave me a Reward Zone card for $10 off my next purchase, but when I went online and followed the instructions, it absolutely did not work. I called all kinds of phone numbers and got the run around, but the last number I called kept me on hold for over an hour and nobody ever picked up. I was ready to "kill myself", so I was forced to hang up and go to the store. It's almost like it's a scam, like you're a fraudulent company.

Problem 2: I recently moved and last week, I was online with the Geek Squad to finally connect what I thought was my wireless printer. They informed me that mine is a /XAA model, as opposed to a /W which it turns out Best Buy does not even carry. I had specifically asked the salesperson for a wireless printer so that we could all connect to it. Again, I had to go into the store, but they couldn't give me a refund because it's been 2 months already. They offered to sell me a /N (network) printer instead, but I explained that it was no good for us due to the location of our router. They offered me a credit note, which was useless as well because you have absolutely nothing I want. So I kept it, and Best Buy got their sale anyway.

If I hadn't been misinformed, I would've seen how expensive they are and I wouldn't have bought any printer. I would've just stuck with the ink jet we have. I even questioned the sales agent because even though I know nothing about printer, I thought it was low at $128 for a wireless, laser, color, multi-functional device. He supposedly checked with another agent and confirmed that indeed, it was a wireless printer!

Problem 3: I tried to get some online help from the Geek Squad earlier in order to figure out why the "Scan to PC function" on my printer doesn't work. However this time around, the agent "Marc **" ended the session and told me to call Customer Service at 1-877-772-7195 to have my address changed, because the address I gave him wasn't the same as what he had on file. He had my old address from a purchase I made in 2008! Again, I was ready to explode. Why did I get service without problem last time, and now there's a problem? And why on Earth didn't they ensure to have my proper address on file when they sold it to me?

I was on hold for almost 27 minutes and then the call just ended while the telephone was sitting on the table. Then I called the computer counter at the store. An Asian worker said that he couldn't help me and that I had to call Customer Service. I explained the problem and he hung up on me. I called the store again. This time, a manager took down my address and called Customer Service for me to have the changes made. She was both courteous and effective, I have no complaints. Still, I told her that I don't understand how in the world I was supposed to know to tell them to change my address when I made the purchase (both herself and the Asian kid asked me why I hadn't mentioned it when I made the purchase)! They should've known to verify it so that my service would be without problems. Now, I will try with Geek Squad again, but I'm almost expecting another roadblock.

I have never, never seen this kind of service and incompetence before. I've never been frustrated like this by any other merchant. Best Buy is a highly unprofessional company. I don't believe that I will ever go back there again. No matter how good the sales are, it's not worth all the time and more money wasted in trying to fix the problems, nor the extreme irritation involved in dealing with this company. I will be recommending other alternatives to family and friends.

I took my computer, which I purchased from Best Buy in July, to the 86th Street store where I purchased it on 1/31 because of hard drive failure. I paid to have files retrieved and told them what was wrong. On 2/13 I called and spoke to Fred who repeated what I informed them, that my HD was bad and was informed that they would overnight my computer to Gateway and I would get a call within 2 to 3 days with the status. I asked about the back up and first I was told they would do it that day. When I complained I was told it would be tried again. Five days later I had not been called.

I called and was on hold for over half an hour after they hung up on me the first time. I also purchased the replacement contract with them. After the hold a young lady took my name and number and told me they would call me back. They didn't. Today I called again and again; after 9:38 minutes the phone was picked up and hung up. I called back and after 11:17 minutes a young lady informed me that my computer was on its way back and I would receive a call when it was ready to be picked up. I doubt this very much. My service number is **. I would like some professional help, a working computer and my money ($200) for the services I paid for returned to me.

Geek Squad informed me that part for my LG TV was no longer available, Ticket showed the part no. with set not repairable for $150.00. I called LG, informed part was available and ordered part for $82.00 from LG. I called Geek Squad and was promised installation of the part, with no charge. 2nd Geek arrived, only to say that this is not the correct part (but was what the 1st geek said). He informed us this issue was broke light engine and that LG didn't make this part either, set not repairable.

I called LG to try and order the 2nd part the Geek recommended for $700.00 and LG stopped me, to arrange alternate service adviser that was not Geek Squad to service the TV. It was not either of the 2 issues, Geeks said, or set was fixed for $55.00

I called Consumer Affairs to try and get my $150.00 at least refunded. I was promised a refund 14 days ago, even given multiple tracking, still zip. It's sad, very sad that not 1 but 2 Geek Tech's wanted me to throw a $4,000.00 TV away, with the writing in black and white on my ticket set not repairable and then for consumer affairs to join in the bandwagon, promising me a refund of one of the many expenses with this issue to still be a zip.

I took TV in on 1/17/12 service # **. Tracker said it was ready to pick up on 1/5. I went in Best Buy Signal Hill, no TV to be found. Geek said it was on truck and he would call. Second time, Geek is given *** ***-****. Today, 1/9/12, I talked to Geek Julio and he said he couldn't find TV close up and he would check warehouse and call me back shortly. I asked Julio to verify the phone number and he had same old! I gave Julio new number. Both time Geeks gave similar apologies, same scripted words. We just want our TV back or replaced now! By the way, I spoke to Julio at 10:30 am PT and it's now 4:34 pm PT. Very, very, very unprofessional.

They have had Laptop since mid December 2011. It wasn't fixed. They claim they can fix but Dell does not "allow them" to procure the one necessary part. I need but they fail to tell me the exact specs to be able to research, find and buy that part despite many emails begging for those specs. I cannot find that per the specs, I was finally able to gather over four emails. It seems to be no longer made.

Now they have ignored all my emails to prove the part can be bought and where. They have refused to state it is therefore "unfixable" despite my extended efforts to locate even one anywhere in the world. I never was told and frankly do not believe the customer and warranty holder is obligated to find a part and hand deliver it to the Geek Squad in Best Buy which further indicated their unwillingness to honor the contract or perform in any why by sending me a letter last week threatening to "dispose" of my laptop if I do not "pick it up soon". They have in house squad that has it and they know since I have called countless time regarding status of the repair that it has never been repaired. I have all the many emails begging for the specs once I finally "learned" I was the one who had to get the part.

They have completely ignored all emails asking them to prove I can buy the part and where (I would buy it on the spot, at the store, on whatever source they showed me - in their store computer website search). They have not proven it because they know the part is no longer available and I believe they are attempting to run out the warranty time clock. What other explanation is there for silence and non-performance?

This computer was barely used at med school when it broke down necessitating my daughter buy a new one (I have all that evidence). The delay in getting back to the store where purchased (it is still well within warranty limits) is her medical school is 4,000+ miles away and she rarely has had breaks and money to fly back. The warranty said and in full force as I write and the foregoing just information but not relevant to fulfilling the warranty as written and paid for. I am her mother, Nancy **, and live near said store in CA and have been trying in vain to find said part, and failing that and proving it was not available assigned the task of getting Geek Squad and Best Buy to perform to the warranty contract bit they are stalling. My daughters two cheap make do computers have filed and she is back at the school and desperately needs a computer for her continued schoolwork and upcoming worldwide test she will take this summer: The USMLE.

Yes, I could take this and the copious trail of written docs supporting this case to small claims but that takes more time and she needs a computer immediately. There is no end in sight from Best Buy and no offer to resolve in any ways. Just that threatening letter to come get the computer and the emails from Geek Squad stating the customer is responsible for finding the part, apparently even if none exists worldwide? Google Search all day today and yesterday comes up empty. Please advice. I am married to an attorney, not a litigator but come on. This is a no brainer contract breach. Surely suing is a ridiculous avenue to pursue. And the computer cost 3-4K. Forget but have receipt at med school and probably can find on research of my credit card statement history. Again time is of the essence.

We purchased the Olympus stylus tough 6000 in June 2009, we had no problems or concerns with this camera until the spring of 2011 we brought it is for a few reasons; the lens lid was sticking and staying closed when the camera was turned on, the pictures were becoming grainy, the camera was getting slower and turning off periodically. With these issues and still under our extended 2 year warranty we took it in for service so we could have it ready for summer. Note: we never had any issues with water problems as of yet.

Our first service was May 18, 2011 and noted were all the issues above, if the camera had water issues I would have mentioned it at this time. We picked our camera from service and being summer took it out into the water, after a few photos in the pool the camera shut off and would not turn back on. After ample drying time we turned it on to find water inside the camera and a ruined battery. This is when we took it back into service on August 5, 2011 for the water damage, they said due to improper sealing during prior Geek Squad repairs caused water to get into the unit.

When we picked the camera up from the second repair stint, we took it out directly and noticed the camera only operated in sepia mode, went out to the Best Buy Parking lot to take pictures to demonstrate, Geek squad agreed to issues at hand. (Note: this was a refurbished camera due to the water damage from our original camera, so at this time we no long are dealing with our original purchased camera. In fact on the hard drive there were pictures of people and boats I did not know.) I did inform the agent that I was leaving for vacation and needed my camera in a week. He could not guarantee the camera would be ready, it was a month later the camera was ready to be picked up. I picked up our camera noting that again it was another refurbished camera this upset me knowing that they could have had a refurbished camera ready for me in a week for my vacation but they did not even attempt to get this for me.

The last time I picked up my camera, I did not have a charged battery to test the workings of the camera and the agents didn't either so after ordering a new battery and it coming in the mail I was able to see this was not a good camera. First, its settings switches are dirty filled with sand and gritty feeling and worst of all the pictures had a film cloud on them from Inside the camera. Very upset, this is almost a 10 month ordeal and I still do not have a working camera from the Geek Squad.

I attempted once again get service on this broken 2nd refurbished camera they keep passing off at good and I take it to the Daytona Beach Best Buy. The manager there was Rude on so many levels. I left stating I would never shop at Best Buy again and unless this issue is resolved I intend to keep to that. Yes, it took me some time getting back to the store. I have three children and I don't live in Daytona or Sanford so it took a few weeks to make the trip back to Best Buy.

Shane was the manager on duty he told me it was too long since I had it in for service and I probably took it in the sand and got it dirty, also he said this was my camera and not a refurbished one after he looked up my service record, which was a lie because later he said yes, they do send refurbished ones if they can not resolved the issues during service, just as the others agents had mentioned and I understood this, but Shane lied to me and told me I was the one to cause the issues and problems, my question was how could I cause the film cloud on the inside of the camera? And he refused to help or speak with me any long giving me corporate information for further help.

If these issues were a cause of my neglect on this camera, I would not be sitting here explaining in detail and furious with Best Buy and Geek Squad telling me they cannot help me with their camera and their third attempt at giving us a faulty camera. This camera is no good unless you want your pictures to be cloudy.

I went to Best Buy to purchase a TV. I was the only person there. I waited 10 minutes, until someone said "we'll be there in a minute". I waited 10 more minutes, and found 3 guys at a desk. I said, "do you want to sell a TV or what?" One of them kinda wanted to help. I bought a Sony, and then asked for the Geek Squad to mount the TV. I bought it on Jan 26. He said they would come out on Jan 30 for the installation. I took the day off. They didn't come out. I called. They never had me in the system for that day. I cancelled the purchase. What a joke of a company. I am never going back there. That's one reason they are going out of business. Yeah Amazon!

For the last 2 years, I have attempted to get repairs to fix the frost and ice buildup in my frost free LG French door refrigerator, that I purchased at Best Buy, along with the "service" plan. I have been obliged to be available for hundreds of hours on the phone, and explaining the problem, and being available at my home for the inexperienced Geek Squad technicians, with no favorable results. I have lost work and vacation time for Best Buy, with no positive results. I want my money back for the appliance, and the "service" plan. No one at Best Buy is empowered to return my money, for "services not rendered". I do not want Best Buy "services" ever again.

Geek Squad from Moline, IL Best Buy provided inadequate service. In-home computer service disabled TV internet connection. Geek Squad created problem but refuses to correct problem unless we pay for another visit. In that they have a 30 day rule for re-service, they should ensure before they leave the premises of a customer's house that all internet connections, TV, etc. are working as they should be.

I encouraged my wife to open an account and purchase from them but will never shop with Best Buy again and will tell all others I know of my bad shopping experience.

For the last two months, I have had television problems. We called Best Buy for help. They gave us to Geek Squad to send someone out to repair our television. It took over three weeks to get our television fixed. After it was fixed the following week, the TV had the same problem. We called the Geek Squad technician, Armando, who came over the following day. He disconnected the TV from the power supply, waited a few minutes and the TV came back on. Since then, every time you have the TV on for more than a couple of hours, the TV go off. You get static and you have to disconnect from the power supply and wait a half hour for the TV to turn back on.

I am not a television repair person but I do know that when the TV gets hot, it turns off. I am sick and tired of these kinds of problems with the TV I purchased less than six months ago and two year extended warranty. I do not want my TV repaired again. I want my money back or I want a new television or I will hire an attorney and see you in court.

A geek squad representative came to my house for a home theater installation, after paying $150. I told him I wanted two high installations, as I had two rear speakers, which are on wireless connection. The technician left blu-ray with no picture, and optical cable connected to a player, but not connected to any component piece. The two high speakers emit no sound, and two front tower speakers were piggy back connected to 7.1 Sony receiver. My WII system was never demonstrated how to access, emitter to 3D glasses were not demonstrated how to access, and Magnavox VCR/DVD player. He never showed me how to play them. I contacted their home office, and was promised they would send another rep, but no one showed up. They said someone would reinstall.

i submitted my laptop for repairs on 01/02/12. I was told on 01/08/2012, that the laptop's hard drive needed to be replaced, but the laptop would be sent to the factory for installation of the hard drive, via "overnight delivery", and returned the same way. On 01/13/2012, I was told that the laptop was being shipped back to Best Buy, following installation of the hard drive. On 01/15/2012 I was told that the laptop was still in transit, and would arrive on 01/17/2012. It is 01/19/2012, and I still have not received the laptop.

I was misled and lied to by the Geek Squad employee, about the overnight shipping that was promised. As an online English instructor, I have been unable to use my laptop for teaching a course, which began on 01/09/2012. My fiancee, who intended to buy a laptop from Best Buy as a backup, did not (because my laptop was promised earlier). She states she will never buy from Best Buy again. Neither will I.

I bought an Acer desktop in September. I did not buy the service plan. My HDMI port started going in and out. I tried different HDMI cables, and it eventually would not work at all. My desktop is still under a 1-year warranty. I called up the store in Dartmouth Crossing and was told that a diagnostic would need to be done. I was also told it takes a maximum of 2 days for it.

I took it in, and a guy named Steve took my computer. He was very disconnected from a customer service point of view. He seemed to give me the impression that I was wasting his time because of his tone of voice. I asked him if 2 days was enough time for the diagnostic. He advised me I would be contacted and said if they needed to order in a part, it may take longer.

I waited 2 days and went in and was told by a random member of the Geek Squad that the techs have left and there were no notes on my computer and that someone would call me. On the 3rd day, I had to drive back to my home which is a 3-hour drive away, and I spoke with Mike who casually said with no positive tone in his voice that "the diagnostic is not finished yet."

I explained to him that I waited the 2 days and need my computer. He replied, "Even if your diagnostic finishes today, I can't fix your computer today." He also had a tone that reflected annoyance. I called another Best Buy location and was told the diagnostic takes about 6 to 8 hours. I went in to sort it out and talked to Nick who was absolutely polite and professional.

He told me that with HDMI issues, they were not equipped with an HDMI monitor and had to get one in to start on my computer, which suggested to me that my computer had not been touched the entire time. It would have been nice to have been advised about the HDMI/monitor reason instead of telling me it would take up to 2 days.

I got a refund on the diagnostic charge and my computer back. I advised the person serving me of the experience. I will still go to Best Buy to look at movies and games. My faith in the Geek Squad has been tarnished.

My computer monitor would not turn on, so after returning home from work I called the Geek Squad and told them. The monitor had been working the previous evening, but in the morning was off and would not turn on. I was told it might be a bad power supply and to bring the monitor and the power supply in. I asked them if I had to bring in the monitor and they said yes.

When I arrived at the store and was finally waited on by a Manager, not a Geek Squad member I was told the monitor was bad, not the power supply. Now the reason I didn't want to take the monitor up there is because I know I have a big problem. The manager then accused me of having brought a TV in and I don't own a TV since it was stolen in a burglary memorial day weekend. He then proceeded to plug in the monitor with the old power cord supply and proceeded to say that there was bad monitor. He didn't even check to see if the cord was bad he said power supplies never go bad.

In October 2011, I purchased an Apple iPad2 and also a Geek Squad contract. I had nothing but trouble with the device. I live in Calif and Florida, Calif was somewhat helpful but Florida were nothing but rude. They told me to take it to Apple? Why did they sell me a geek squad plan if they could not help me? I asked for reimbursement of the Geek Squad plan and they replied, "Oh no, we cannot do that". If they did not know what to do, why should I need a Geek Squad plan?

They should be trained or not sell the plan for iPad devices. We had bought all our electronics from Best Buy for 15 years or more. Check us out Guy and Jean **. I will never buy a Geek Squad plan again. I am thoroughly disgusted. It was a rip off.

We had an unexpected surprise this holiday. Two days before Christmas our 2-year old Hewlett Packard Pavilion computer died. This was after I discovered that the Kaspersky Anti-Virus Program that the Geek Squad sold to us a few months ago was defective. It was the Geek Squad themselves who finally verified that the anti-virus program had a bug in it (their words). A few days after the Geek Squad had taken remote control of our computer, for at least the third or fourth time, they told me they uninstalled the defective program and installed the newer 2012 version. Then our desktop computer crashed. Having a membership with the Geek Squad, we took our computer back to Best Buy. We were told that there was nothing they could do for us. The computer was shot.

Their exact words were, "Due to normal wear and tear, and some dust in the tower." I could barely wrap my mind around those words. We were told to look around the store for another computer and they would give us a discount for a new one. We settled on a comparable computer and were told that they would give us a $20 discount. What?! I think not. When I asked about my 2-year subscription to Kaspersky for an anti-virus program that was defective, I was again told that there was nothing they could do for us since there is a no refund policy and they were not responsible for the subscriptions they sold for these programs.

Never mind the fact that I truly believe that our computer crashed due to this defective anti-virus program in the first place! Now I not only did not have a computer, I was supposed to leave the store with the defective anti-virus program that was paid for the next 2 years, which certainly could not be downloaded to a new computer, if we ever did purchase another one. I guess we were attracting attention from the customers on Christmas Eve, so after several hours, they handed me a new Trend Titanium Anti-Virus Program and sent me on my way.

Visibly not happy with my protest, but wanting me to leave as soon as possible. As soon as I was able to borrow someone's computer, I contacted HP corporate headquarters by phone and e-mail. I was treated the very same way by HP as I was by Best Buy and the Geek Squad. They informed me that we had not purchased their extended warranty, so I was just out of luck. The tech person I was speaking to at HP told me that he does not purchase any HP products himself and this was just his job. This experience taught me that HP does not stand behind their products. We are expected to stand behind the products that we purchase by buying the extended warranties. I will never again purchase an HP product or anything from Best Buy.

Lastly, I learned that the Geek Squad techs do not know what they are doing. What a total and complete waste of my hard-earned money! I wanted to share this negative experience with others as a warning. Companies no longer stand behind their good name or their products, and do not care at all about customer service or satisfaction. Boy, have things ever changed for the worse as far as businesses and reputation are concerned. They really don't care one iota about us, the customers, or the products that are trying so hard to sell us but just the bottom line: profit. We no longer have a desktop computer, and will never again deal with Best Buy or the Geek Squad, and will never again ever purchase an HP product.

On July 24, 2011, I brought my Best Buy purchased Compaq Desktop because of hard drive problems to the Geek Squad. I was told that the hard drive was bad and that I needed a new one. I requested that all my files be saved. I left the computer for one day while Geek Squad copied my files. When I arrived to pick up my data, I was told that they could get me a new hard drive because the computer was still under warranty. I agreed.

Three months later, my new hard drive came in and I asked to have my files transferred to the new drive. Unfortunately, the person who had attended me was not there and the files were "lost." I was told that there would be no charge and that they were sorry, but there was nothing that they could do for me. I was really upset because of the files and programs that I had. Taking the company to court would cost me more than it was worth and I asked HQ for a remedy. No one listened to me except for a supervisor at the customer service named Aaron **. He was able to obtain for me an "I'm sorry" and a $100 Best Buy gift card.

I would like to form an official complaint regarding the service your company is providing. I purchased a LG refrigerator from Best Buy which included the service plan. I contacted the Geek Squad at the beginning of Dec. to repair the ice maker on the refrigerator. On Dec. 7th, the technician came to my home with a new icemaker to install but then determined it was the water line. He ordered the part, but didn't come back out until Dec. 16th. When he came out, he brought another individual who did not appear to be a Geek Squad rep and they proceeded to repair the refrigerator then left. After waiting 3 hours, I checked the refrigerator, but there was no ice. After opening and closing the ice maker door, the display on the door was blinking with an error code (Err 15) and now the water dispenser was not working.

I immediately called the appliance repair center and spoke to customer service regarding the issues. They stated that they could not send a technician back out until 12/20. I accepted the date, but stated that I wanted a different technician to repair the refrigerator. On 12/20, I received a call from the same technician that I specifically stated I did not want to be sent to my home. I told him that I requested a different technician and discontinued the call.

I immediately contacted the appliance repair department and asked to speak to the manager. I then explained all my issues and the fact that I requested a different technician to repair my refrigerator. The manager proceeded to tell me there were no other technicians in my area and if I wanted a different technician, he would have to put in a new work order which would send someone out on a different day.

I became enraged! After waiting over 2 weeks to repair my appliance, the company was not willing to see my request as a priority, when my original request stated that I wanted a different technician. I disconnected the call and now seeking help from you to get my issues resolved. At this point, I am requesting restitution for my inconvenience. I would like to have my fee returned for the amount I paid for Geek Squad service, or a new refrigerator.

I purchased two Xbox with warranties, one reg and one elite. The reg was broken, not reading disc. I sent it back through Geek Squad. My daughter never played with hers so while my son's was being fixed, he used hers. I sent back the reg one and they sent me back a refurb elite, different one because my son had many problem with his game. He didn't play for months so I left my daughters hooked up in his room so as not to mess up his stuff and when the refurb came, we left it on my daughter's shelf that was some time in Feb.

Two months ago, she wanted me to hook it up again. When I went to plug it in, the wire was not the same as the one I used to have. I went to the store a month and half ago to tell Geek Squad they sent me the wrong game. Now, I don't have the plug to fit it. They did not help me and said I had to bring back in the system again. We work three jobs between me and my husband and have five kids and are big Best Buy shoppers on record as they well know. I left the store and my kids wanted me to buy them the Kinect system for it now and the plug.

After I found the plug on Amazon and plugged it in, I found out that the refurb box also does not work. Same prob I had with the one they replaced. I finally was able to get back to the store on the 20th of Dec and they told me my warranty ended on the 10th and had the nerve to tell me I had to call the Geek Squad phone number. While I'm in their store, I asked why I have to call. Why can't they call? What kind of CS is that? I called 40 minutes on my cell phone, explained and got transferred to eight different people before losing the call. I spent over two hours in BB and they could not do anything told me to call corporate. I called corporate on the phone again, transferred from one to another over an hour and they said they didn't have any control over what to do and to deal with the store. Now, I'm on hold again 35 minutes still while writing this with the store with no one answering the phone.

The store messed up buy replacing my game under the wrong game my daughter's model instead of my son's and the guy on the phone admitted that the store is useless. All I want is a working system the store tried to sell me a refub xbox for $200, the price of a new one. By the way, I'm still on the phone with the store and no person picked up nothing but time consuming and aggravation. Best buy has horrible customer service.

Two years ago, I bought a Gateway computer from this same Best Buy in Pasadena. Just after my extended warranty expired, I took the computer in to the Geek Squad for repairs. I was encouraged to buy a two year Geek Squad service agreement. I left my computer and was told that it would be fixed within five days. On the 5th day when I had not heard from them, I contacted the Geek Squad. They had not yet even run diagnostics on my computer to find out what the problem was.

Later in the day, they called me and told me that I needed to buy two memory chips but that they did not have them in stock. They told me to find another Best Buy that had them in stock, purchase the items and bring them to their store for repair. They indicated that they would then replace the memory within 5 minutes and that my computer would be "just like new." After two hours of traveling to purchase the new cards and take them to their store, I waited 30 minutes and they sent me home with my "just like new" computer.

After I got it home and hooked it up, it wouldn't even boot. I took the computer back to the store and they made me wait another hour and a half, at which time they told me that the memory board was bad and that I needed to purchase a new computer. At this point, I was out $400 in parts and labor and had nothing to show for it. I asked to speak to the manager, who did nothing but smirk at me and said that "these things happen." Now I am on day 6, $400 out of pocket and have nothing to show for it. The manager, Jorge *** and staff were rude and arrogant. I will never purchase another thing from Best Buy and would encourage anyone listening not to take their computer to this store! What a rip off!!

One hour and half to exchange an iPod, and nothing got resolved through the geek squad, or customer service, or manager Ted. I went around the store to 4 different spots to get my iPod exchanged, from geek squad or dumb squad, who sent me to phone, to exchange my iPod. They sounded confused. Then phone service sent me to iPod department, and he sounded confused, and sent me to customer service, and I was there for over an hour with a bad leg, standing on one leg, waiting for customer service or customer disappointment, that they needed more time to call guarantee, when they had the receipt and guarantee in front of them.

Everyone seemed confused. It seemed like they work in different stores, because everyone that I talk to told me something different. In my part, I will never want to make business with your company, ever again. I will let my friends, and everyone I know, how bad of a store you guys are. There's no other customer service and returns like Wal-Mart. The line can be really long, and I have not waited as long as I did at Bad Buy!

The problem was not resolved. I needed to leave because I needed to be somewhere else (work), and I left, and they told me to come back at 9AM tomorrow. My wife called, and they told her 10AM, and no problem, everything will be fixed, like the first time I called. No problem, everything will be fixed, and one hour and half later, it was not. I spoke with the manager when I got home, and again, he told me something different? I am confused and very upset. That's why I will never do business with Bad Buy again.

I have been robbed at best buy they owe me $1700.00 they broke my computer and also my external hard drive.

One day, we lost the sound for a minute on our new Sony TV. We got the sound back but we called Geek Squad so they came out. The TV was working well but when the tech tried removing a part and replacing it, it blew the TV out. Even the old part (main panel) would not bring the TV back to life. Our TV sat on the floor of our living room through the holiday. Now, the Geek squad is ordering another main panel and other large parts but don't have the parts on hand yet to fix it. The Geek Squad refuses to replace the TV even though they broke it.

A computer was given to Geek Squad in Homewood, IL on 11/4/11 for speaker repair. They were to send it to KY to their repair facility. I got online confirmation stating the following: "11/20/11 7:30 pm, the picked up and closed completed product has been picked up by the customer. 11/20/11 7:30 pm, the complete product is complete and ready for pickup at the Geek Squad Precinct within your Best Buy store. 11/20/11 7:28 pm, the received product has been received at the repair location and is being assigned to a Geek Squad Agent or a certified technician for repair. 11/04/11 9:27 pm, the shipped product has been shipped from the store to the repair location. Depending on the type of product, shipping may take between two and seven days. 11/04/11 3:37 pm, the checked-in product has been checked in and is in queue or is being repaired."

I never picked the item up, nor was I informed of its arrival at the store. In a panic, I went to the same store I'd dropped it at on 11/21 to find the computer, and was told that it wasn't there. The store rep said that UPS accidentally sent it to a camera store and that now it's on the way to KY. I was given another service order with a different serial number of computer on it. On 11/22, by phone, the store again told me it had gone to a camera shop by mistake, and that it will be sent back to KY. On 11/23 (today), I called the store. They searched and are claiming the computer went to KY for repair. I explained that it was already supposedly repaired and they had no explanation. I called and spoke to a Corporate Geek Squad rep who said no repair had been completed on the speakers, and it had indeed gone to a camera store then to KY for repair; estimated time will now be 12/22.11 (almost 2 months!).

Here is the current data: category: notebooks; manufacturer: Asus; model number: G60VX-RBBX05; serial number: N/A; accessories checked-in: AC adapter & battery. Date and time status description: "11/22/11 6:55 am, the received product has been received at the repair location and is being assigned to a Geek Squad Agent or a certified technician for repair. 11/20/11 7:36 pm, the shipped product has been shipped from the store to the repair location. Depending on the type of product, shipping may take between two and seven days. 11/20/11 7:31 pm, the checked-in product has been checked in and is awaiting shipment."

I took in my Mac Book computer for repair. They ended up junking out my product, which means they wiped it clean and sent it back to the manufacturer. I was never given the opportunity to say yes or no to the final solution to a very simple repair problem. I already filed different reviews but I have attached one I did on Yelp. It's the worst geek squad ever! Your product is not in good hands. They junked out my memories.

I purchased a Mac Book in May of last year and purchased the Geek Quad protection plan for $199, which was the biggest waste of money. I took it in to get repaired in the beginning of October for a charging and a display resolution problem. After the initial diagnostic was performed, I was informed that the charger was not working properly and that the display monitor was somehow not connected correctly. After a few weeks of no news from them, I finally received a call saying that I needed to give them the okay to send my computer to their service center and that I needed to approve this. I approved them sending it out. But they declined to inform or ask me if I wanted their data package. To my understanding, it was not needed because there was no problem with any memory or RAM or motherboard. Therefore, my files didn't need any back up.

After over a month, I finally got a hold of someone. They were happy to inform me I would be getting a brand new Mac. They never offered, called me, emailed me, or gave me the choice to either get a new Mac or remain with my old one. Instead, they wiped out my computer clean and deleted years of pictures, work contacts, work papers, files, and everything I had worked for or ever taken that was in my old computer. It took two days for me to finally talk to someone that was smart enough at Geek Squad to call the warehouse and give me specifics on whether or not they could stop the junk out process. I will seriously never ever buy anything else at any Best Buy. I took in working computer and got excuse after excuse. I got different answers on what my computer really had. And I went from a simple repair to a junk out, which means everything got wiped clean and the product was sent back to the manufacturer. According to store policy, by me calling and giving the okay for them to send my product to their "service center", which should really be called the butcher, I supposedly declined any data backup.

I am truly disappointed in how little care and respect the so called Geek Squad or service center or Best Buy policies put into worrying about the product. A simple phone call informing me that my computer was going to be recycled would have been enough for me to say stop. Do not take your electronics of any sort to get any sort of maintenance or work done here. It seems that they have gotten too big for their own good and the product goes from hand to hand. And when they are tired of storing your product, the easiest thing to do is to junk it out.

I am very disappointed. I drove 1 hour to have my computer fixed on 9/30/11, and received a notice to pick up once fixed. I brought it home two days later, drove 1 hour, and the computer is still not working. Drove one way again to take the computer back. Out of gas, out of work, the geek squad said it was fixed.

I brought it to their attention that the Best Buy's Geek Squad. I asked them to give me a gift card to help with my expense, but they just laughed. I even asked them about my reward points, as I bought my computers and TVs from Best Buy. Now I see why Best Buy's ratings are not as high as they used to be. I'm asking you to make this customer happy once again. Thank you.

I took my laptop in for repairs almost 30 days ago. They had to send it out to be repaired to the Louisville service center. They waited a week to order the replacement battery a week after they received it, when they knew they had to order it before it arrived. Now they are still waiting on the battery and have not returned my laptop, nor have I any idea when I will be getting it back.

The date I was given for it to be back was yesterday and when I called the local store they said there was nothing they could do but give me an update. I then called the corporate customer service and they said all they can do is put in a formal complaint. This is **. No one can give me an ETA , and all I get is the run around. Why do they bug people to purchase the warranties on products if they are just going to give the customer terrible service for using it? I put in the complaints, and now have the numbers to the district and general managers. I will be calling and heads will roll.

On June 28, 2011, a Geek Squad technician came to my home and performed a diagnostic and repair at a cost of $394.37. Seven weeks later in August, that desktop PC was slow to respond then did not work. On August 13, 2011, another Geek Squad technician said the hard drive had crashed. So on that date, I purchased a new HP Pavilion P7-1042 desktop CPU, monitor, mouse, keypad and printer from Best Buy Coventry Road at a cost of $829.30. I actually got to pick it up on August 16, 2011. Next I had to purchase MS Word OHS 2010 software to replace MS Word 2000 at a cost of $146.89. After the new HP was set up by a Geek Squad technician, desktop icons frequently would not appear when the PC was turned on. Often I had to open in safe mode. There was no problem said your technician, just hit F8 or, F10 or, F11 or, control-shift-ESC to bring up Task Manager. No way did this work. The PC became slower then stopped working. I returned the tower to Best Buy Coventry Road on September 25, 2011. Well, guess what? The hard drive in this piece of crud had crashed after just six weeks.

But then Best Buy had to send the tower to HP in Toronto for repair. It would take two to three weeks. My data would be wiped from the hard drive. So, I had to buy a flash drive at a cost of $20.33 and have my data downloaded at your Coventry Road location at a cost of $100.89. Would it have killed you to take a new HP CPU out of stock and transfer my data immediately without charge? Apparently it would, because on September 25, 2011, I had to buy an Acer AX3990-EB20P at a cost of $489.84 so I could continue to work on my home-based business. And what did the Geek Squad representative at Coventry Road suggest? He asked if I could borrow a friend's computer or use a library one in the interim. As of this date, October 18, 2011, I am still without your HP Pavilion P7-1042 product. No communication from HP's brilliant service staff either.

I purchased an XBox 360 Wireless Turtlebeach Headset (retail of $29.99 with 2 year warranty of $8.00). Oh my God, I feel sorry for everyone on this post. My purchase was far smaller than any of the purchases posted here, and yet Best Buy still would not honor the 2 year Geek Squad warranty that they sold me.

I purchased the warranty on my son's Wireless Xbox 360 headphones because I know he uses them every day. Well, one of the ear pieces snapped off of the headset, so I take it to Best Buy. They basically told me that he only had the headset for 6 months and the computer would not let them return the item as normal wear and tear because it had only been six months and it was out of policy. How is it out of policy when I have a two year warranty and it's only been 6 months? Are you serious?

Nobody tells you that when you purchase the warranty, you have to verify with a computer whether the product has been used long enough to determine if it is normal wear and tear or an accident. The headset only costs about $30.00, not like it would have hurt Best Buy's bottom line. No more Best Buy.

I brought my computer first in around May 11. I got it back on May 25 and spent $150 to back up my data with another hard drive. The reason for bringing it in was because the screen was not working. On August 22, I brought it in because the screen was not working. I got it back on September 2 and they replaced the mother board. On Sept 24, I brought it in because the computer wouldn't go past the start up screen. They installed the anti virus and the Geek Squad Protection for one year for 199 dollars. I got it back on Sept 29.

On October 1 and 3, I brought it in for the same problem (screen not going past start up screen). On October 3, in the morning, the Geek Squad tried to fix it remotely over the phone by controlling my computer via the web, although they couldn't fix it as the computer froze. I brought it in. I was told if the problem doesn't occur in their possession, then I will be "out of luck" and will get the computer back. The tech named Raul from Geek Squad in West Hartford told me that.

Beware of LaToya! She is the supervisor for the dispatching of the Geek Squad in Oceanside, California. It took nine days for someone to install a router for my computer! No one showed for the first appointment and the second one was canceled. She hung up on me when I tried to schedule for a third appointment. She finally bumped me to 13 days on a whim just to show me who was the boss. Wow! I am a very frustrated and insulted customer!

Since the beginning of 2011, I've been seeing a blue screen when I turn on my HP computer & it says something about a "crash dump". I've brought it into Best Buy for the Geek Squad to look at it. First, they did a system restore but it didn't work. Then it was a virus and didn't work. They made me buy a hard drive and still it didn't work. They told me again it was a virus. Then they said it was my monitor, keyboard & mouse but no it did the same thing on their monitor, keyboard & mouse.

My husband took it back 3 times in one day. They said they fixed it, but it may take up to 2 days to "kick in". I may not be computer savvy but I didn't just fall off the turnip truck either. I am not made of money to pay these idiots. We called corporate and they were just as stupid. I am so done with Best Buy & their Geek Squad. Did you know that those people aren't even trained to do this? It's all hands on. We've purchased more than $10,000.00 worth of computers, phones, 2 laptops, monitors, music & games from them . That is done.

Best Buy sold me a universal screen protector made by Zagg and informed me that Geek Squad would charge me $7.99 to install it. I did not have the time to get this done at the time of purchase so I returned later in the evening, only to be informed that they would charge me double since they would have to do the cutting, even though they had seen my phone at the time of purchase. I knew that I had bought a universal protector that had to be shaped, and quoted a price. I protested to no avail, and no manager would even talk to me.

Later, I called Best Buy corporate and narrated the episode. Someone apparently noted the details but never gave me a complaint number and Best Buy did not bother to contact me back. My feeling is that Best Buy is approaching that point in size were it is becoming indifferent to customers. Big mistake; service quality is important in the retail business and there are alternatives.

Watch out - other behemoths have collapsed in the past, all it takes is enough arrogance.

Several days ago, I took my HP laptop to Best Buy's Dadeland Store to the geek squad to have a virus removed. After waiting over two days, it was ready. Not only did they remove the virus, they removed my Microsoft word and McAfee security as well.

When I went back and had to stand in line for over an hour to get service, the glib representative acted as if it was my fault and denied any responsibility whatsoever. While I can deal with screwups and incompetents (an accurate description of the geek squad), I will not accept their failure to take responsibility and correct the problem. It will be decades, if ever, before I purchase anything from Best Buy again.

I went to Office Depot and spent over $200.00 to replace the word and the security system.

I brought my TV in to be serviced. I was told it would take a week and a half to be fixed. It has now been a month and a half.

It was a TV that was a new model. Within a year, I had problems with it. I brought it in because it had no picture and no sound. The Geek Squad sent it back with only the picture working. At one point, I think they lost my TV because no one saw a tracking number on it.

The Geek Squad has made this bad situation into a nightmare.

I bought a Sony Vaio VPCCW17FX/W laptop from the Best Buy (at 8300 Eager Road, Saint Louis, MO 63144-1421) on November 19, 2009 for $799.99 ($70.60 taxes), along with a three year Black Tie Protection on November 27, 2009 for $229.99, which is valid until November 27, 2012.

I had just arrived from India to attend Saint Louis University a month earlier. I was told at university that I would need a laptop for college. As I was new here in the United States, I was not very well aware of the best places to buy a good laptop. I was told by friends and colleagues that Best Buy was a place known for its customer service and that it would be best for me to buy it at Best Buy.

I also noticed the sound quality deteriorated over time. There were times when the DVD drive would not read DVDs.

I approached the Geek Squad with my issues the first time on May 25, 2011. The service notice they issued me said that the estimated return date was May 29, 2011. I did not hear back until June 05, 2011. All I was told was that Geek Squad was not able to find the issue, and so they just tweaked with the settings and the display drivers update.

When I took the laptop back home, I was disappointed. I experienced the same issues on June 06, 2011. I received a call from Bryan at the Brentwood Best Buy in response to a service survey, which I had filled in response to the disappointing service I was given during the May 25 service.

So on June 12, 2011, I took the laptop back to the Brentwood Best Buy. They took down my complaints, and issued me another service notice with a due date June 15, 2011.

I did not receive a call from Geek Squad until around June 21, 2011. Again, this time Geek Squad told me that they could not find the issue. I felt cheated. I felt as if Best Buy thought I was making up the issue. I returned home with my laptop ever more disappointed knowing that the issue still persisted.

I decided to keep the laptop with me for the next two weeks, and document every time the issue occurred. I recorded videos, and took pictures with the error messages when they popped up. I returned to Best Buy on July 18, 2011 for the third time with documented evidence of the issues. This time the Geek Squad agent tells me that they would send the laptop to the company, and that I would hear back from them by around August 16, 2011.

On July 25, 2011, I checked the status of the order on the Geek Squad website; I was surprised that the message read that the laptop was to be exchanged, but I had not heard about it from anyone at Best Buy. I called Best Buy at about 1 PM on July 25, 2011 and at 2.30 PM on the same date to inquire about it. My call was not answered by the Geek Squad agent, but a Best Buy agent took my contact details and informed me that she would have them call me.

Until 7 PM on July 25, 2011 I did not receive any call; so, I called again only to be told that I should come by the store for an exchange.

I reached the store at 8 PM on July 25, 2011. The Geek Squad agent told me that the laptop they sent to the company had trouble with the mother board and various other components. The estimated cost of repair was $1,134, which was way more than the original price of the laptop. So, they offered me to choose a new laptop.

I went to the floor to look at the laptops, and was shocked to see the collection of laptops that I was given to choose from. There were a total of 4 Sony models; three of which were way low in configuration; Dell, Samsung, Toshiba and Asus were the only other laptops. I asked to see some HP and they told me that there were none similar to my configuration (all this after about an hour of asking for an agent to help me out choose a laptop and by then it was 9 PM). So, I requested that I be given some more time to choose a decent laptop worth my money and time.

The Geek Squad agent tells me that I had to buy it on that day, even when I was not offered the right help and service to choose from a decent collection of laptops. The only Sony laptop that was any close looked disgusting with a weird diamond design.

After much discussion, they permitted me to leave and come again another day with a promise that they would take care of the issue.

I would like to bring to your notice some key issues which may be easily overlooked. Kindly take these into consideration when you assess my case.

4. After all this, I had to make three visits for the same issue after which nothing was done until I decided to shoot some videos of the issues and document them.

At this point in time I totally doubt the service quality that Best Buy advertises. I am not sure if it is just a marketing tactic, or if Best Buy truly believes in keeping their customers happy. I would still want to believe that the latter is true.

I have never been left so disappointed, and I must confess I feel cheated since this was my very first experience with Best Buy.

I had trouble with my computer. I took the tower to Best Buy as my computer didn't let me type double digit letters. They tested it and they said, they fixed it and they were not charging me. I took it home, put it all back together, and it had the same problem.

I took it back to Best Buy again, this time the tower with the desktop screen. They said, it was a virus. They charged me $241.00. I took it home, then I couldn't even log on. So, I took it back again.Now, I'm pissed because the screen still isn't right. I'm wasting gasoline as I don't live near the store. They kept it for 4 days but when they returned it, it is still not right.

I purchased a Sony VAIO computer from Best Buy for $699 on 5/30/10. We were offered a 2-year extended warranty for $299. We did not ask, but thought the warranty was through Sony. On May 26, we realized our warranty was through Geek Squad because the laptop was not working, with a message "Recovery Set Up Not Working." We received an appointment for 6-3 (earliest available). Geek Squad showed up and told us that he could not do anything. We would have to call Sony but for an additional charge of $99.99, he could transfer all the data off the laptop onto another hard drive. We paid the $99.99, but were upset that upon calling Sony, we were out of warranty. The problem with Best Buy is that at no time did the salesperson offer us an extended warranty from Sony, but instead sold us Geek Squad protection which offered us nothing but more additional costs.

The problem is that when we called Geek Squad, our laptop was still under Sony warranty, but they had no appointment until 6-3-11, which then put us out of warranty. Sony says that the hard drive is not working and quotes $525 for a replacement. We also had to pay $35.90 to get a re-installation disc so that we can see if we can get the hard drive to get rid of the recovery image and if/when we do get a new hard drive can we load the pre-existing program onto the laptop.

The "short" story is that I purchased a card entitling me to 1 year of Geek Squad Tech Support. What I was told and what appears on the "package" is that you get 24/7 support - In store - Online - Phone - Chat. I purchased on June 24, 2011 and on June 24, I did use the technical support. I was very dismayed to discover that the support was by Chat and I did not have the option of phone communication. It was a very disappointing and unpleasant experience. When I called Best Buy, I was told that I had 30 days to return the card. When I went to the store however, I was told that I could not return it since I had used it.

When I finally spoke to the store manager, he told me he "could" make an exception to their policy but that he would not! I feel that the support I purchased was misrepresented to me and I feel that the language on their packaging is deceiving and amounts to the equivalent of "false advertising."

On 2.22.11, I brought in my TV with a broken turn on button for repair with order #********. The TV turns on if you wait for 10 minutes, then there's a picture and sound. I took it home after the repair and I find out that it has no picture. I brought it back and picked the TV up 2 more times and still, there is no picture. They said that without an original receipt, they cannot grant me a replacement TV or refund my money. It was purchased February 2005 and the credit card does not supply receipts back that far.

I have spent $25.00 each time in cab fares, for a total of $100.00, back and forth. I have also spent $120.00 to fix it. They broke my TV and I put out $220.00 total in cab fares and surcharges.Since they don't allow testing of items after they are fixed, so thrice, i paid for the cabs back and forth and for repair of a broken TV. I am looking for a replacement TV and no one wants to help me.

I purchased a four-year extended warranty for a Sony Camcorder in 2007. I am now having problems with it but was told I would have to bring product to Best Buy so they could ship it for repair. I live 120 miles from closest store. One manager said he would allow me to ship it to him but he has yet to fax me the paperwork he said I would need. I called the store five times, sent several e-mails and even a fax, but I get no response. The warranty will be up in four weeks.

Why do they sell extended warranties without explaining the strict limitations? I live on an isolated area (lower Florida Keys). We have one two-lane road to the mainland and during season it can take 3 hours to drive 120 miles. It would take a full day to take the camcorder in and given that I work full time and the difficulty in traveling I rarely leave the islands.

November 2009, I purchased two computers from BestBuy and was told I was getting free Webroot subscripition software for one year for both computers. One year went by and I realized that my credit card was charged two exact amounts. I looked at my receipt and read in very fine print that I had to call and cancel if I wished not to renew. I called at the beginning of December and spoke with an Agent ******* and he took care of processing the cancellation and told me I will receive a full refund. I called back about 3 weeks later to follow up and spoke with someone named Edward. Edward said that I should allow one billing cycle because of the busy holiday season but he assured me that I will receive my refund.

I called back on 2/1/11 and spoke with someone named Debbie. Debbie looked into the situation and said that it was escalated to corporate and that means I will be receiving my refund any day now, she repeated saying any day. I called back on 2/18/11 and spoke with someone named Theresa. Theresa said that the money was refunded on 1/19/11 and was trying to tell me that I needed to hang up and call my bank that I have my credit card with and ask them about it. At that point, things began to feel a little uneasy because on 2/1/11 I spoke to someone that knew the money was not refunded yet. I explained that to Theresa and she could see through her notes that I did call. She put me on hold a couple of different times and I finally told her that I will need to speak with a supervisor because I couldn't listen to her contradict what was told to me on 2/1. I knew there was a problem.

After being placed on hold for a very long time, I finally spoke to someone named Roland that referred to himself as one of the managers in software & subscriptions. I asked him if he was informed of my situation and he said that he was. He told me that unfortunately I would have to call my bank and ask them where the money is and that he is able to provide me with a "reference #". I explained to him that on 2/1/11, Debbie knew that the money wasn't refunded on 1/19/11 and that if I am going to contact anyone right now, it will be Consumer Affairs, the Better Business Bureau or both. Roland put me on hold for a while and when he came back, he corrected himself saying that the reference number he gave me was actually a case number when it was escalated to corporate.

At this point Roland wanted to offer me gift card. I snapped saying, "I want you to fix the problem!" He said that he didn't know what he could do. All he could do was escalate it again back up to corporate and give me the new case number. He said that he couldn't follow up on it for me and call me back. He said I would have to do that. I asked him who his supervisor is and he said that he answers to customer relations at corporate.

In 2/22/11, I called customer relations and spoke with someone named Alex. Alex told me that he doesn't handle any problems and that I should really be contacting software & subscription, the same place that I called the past 4 times. I told him that I already did and I spoke to a supervisor there named Roland and that supervisor says he can't help me at all, nothing he can do for me and referred me to consumer relations. At this point Alex gave me another case number referring to our phone call. Alex said he has to check with people regarding this and he says he doesn't even know the people who can be contacted that will be able to help with the situation. He told me that he will try to get back to me before the end of this week.

On November 18th, 2007, I purchased a Gateway computer from Best Buy so I could attend online classes through the local community college. It was regularly $399.99 on sale for $199.99. It was slightly scratched up and looked as though it had been owned previously and returned. I told the salesman I didn't like the idea of purchasing a computer that had been owned by someone else. I was concerned that it might contain a virus or may have at one time. Even if it hadn't, I would wonder what problems it had and why had it been returned.

The salesman assured me that no one had owned it and it was considered an "out of box" sale. He also stated that the Geek Squad would go through the entire system to make sure it was in proper working order. In addition, they would install an anti-virus program. In order for the Geek Squad to complete this, it was necessary that I leave the computer with them and I was told I could pick it up in a couple of days. They installed Webroot Spy Sweeper and Trend Micro Anti-Virus, which they charged me $58.00 to install. I was also convinced to purchase a 2 year Performance Service Plan for $49.99.

Less than a year later, I began experiencing problems with the computer. It started running slowly, locking up and shutting down unexpectedly. It continued to get worse so I took it in to the Geek Squad for repair. The first thing I did was remind them of my Performance Service Plan. I was informed that it didn't cover wiping a virus, only hardware related issues. The charge for wiping the virus was $129.99 and an additional $99.00 if I wanted my pictures and music recovered. Not being in a position to afford the additional cost of $99.00 (I really couldn't even afford the $129.99), I authorized them to wipe the system entirely, including any media files. They had my computer from 10/18/2008 through 10/24/2008.

Around the time I picked up my computer from the Geek Squad, I was moving into a new place and I was not able to afford the internet. Since there were not too many things I needed to use my computer for without internet access, I used it very little during 2009 and most of 2010, and when needed, I had access to a computer and internet at work. Around October or November of 2010, I started using my computer more, mostly to listen to music. I began noticing that it was running extremely hard and making a lot of noise. I figured it was probably dusty inside so I took the cover off and blew out all of the dust. Even after a thorough cleaning it continued to labor while running with the fan kicking on quite often.

I started looking through the system and found through the "Event Viewer" under Administrative Tools that a considerable amount of tasks had been running on my system for 2 years! Then, I noticed that files were appearing that were unfamiliar and some of my Microsoft Office 2007 applications were appearing in odd places. I disabled a few start-up items and a short time later, they would be enabled on their own. It became apparent that my system had a virus. The more I dug, the more I found.

I was completely shocked to find out that in addition to another virus (or the same virus), my computer was and had been accessed remotely using my I.P. address. So even though I did not have an internet connection, my computer was basically turned into a Botnet. Come to find out, the Microsoft Office 2007 program that I had purchased online was counterfeit (which I have verified with Microsoft) and more than likely, a result of phishing due to information gained from my virus infected computer. I also renewed my Webroot Spy Sweeper and Micro Trend Anti-Virus over the internet, which were also fake. I paid about $150 for all 3 programs and none of them were valid.

Based on all of the documentation I have found on my computer, the virus was on my system when I plugged it in and set it up on 10/25/2008, the day after I picked it up from the Geek Squad after they supposedly wiped it of the virus. I have documents and copies of tasks that were running on the system on 10/21/2008, while my computer was in possession of the Geek Squad. I have found events, tasks, documents, and files dating back to June 2006, a year and a half prior to the date I purchased the computer.

In fact, I found that in June of 2006 alone, over 20,000 events had been run on the system. Whoever has taken control of my computer has had access to and has been uploading all of my personal information - my social security number, driver's license number, medical and dental information, credit card numbers, my checking account number, pay stubs, tax information, email accounts, log ins and all of my passwords. They also gained access to all of my family's and friend's personal information such as phone numbers and addresses, my financial aid information, resumes, all of my pictures, my son's personal information, his grades, his social security number, the schools he has attended; you name it, they have it! It makes me ill to know that my life is out there floating around for God knows who to see, and is any of it being used? Also, as a result of this, I have had 3 Blackberry phones since July of 2010, which I now realize were infected by my computer. My son's laptop has also been infected.

I called Best Buy and spoke with a Geek Squad manager and explained the situation. She said that it was not their fault or problem that my computer was infected and had been for 2 years. She offered the services of the Geek Squad, stating that they would be more than happy to wipe my system again to rid my computer of the virus and it would cost me $129.99. She also told me that they don't keep computers for more than 3 months and that new models are continuously replacing them. If that is the case, then why does mine have files and tasks that are more than a year and a half old? And if it was never owned by someone else, why were all of the tasks scheduled? How is that possible?

In total, there have been almost 180,000 events run on the system. And how can the Geek Squad say that they aren't responsible for a virus that was never wiped from my system that they charged me $129.99 to wipe? If that is the case, should they not inform their customers that they will be paying $129.99 to be without their computer for 7 days, only to still have a virus? Why would they charge an additional $99.99 to recover my music and pictures yet leave files (and possibly a virus) that I paid $129.99 for them to wipe? I would bet that there are possibly many Geek Squad customers that have paid for this same service that will find their computer was never properly wiped and is still infected with a virus or even worse, their system has been turned into a Botnet.

RE: dispute for charges from Best Buy. Here is my declaration of exactly what happened. My mother lives near Oxnard, California. On my way home to Sherman Oaks, I decided to stop in at the Oxnard Best Buy store to inquire as to what the Geek Squad in-home repair service could do for me. I was accompanied by my partner who was witness to everything herein stated. I had two laptops and one PC that needed to be fixed.

I thought that if I purchased enough time with a tech, I could get all three fixed. I approached the Geek Squad counter and asked the salesman what would be the best bargain for my dollar to have three computers fixed at my home. He said they were having a special for installing home networks. I told him I already had a home network and did not need that type of service.

He then explained that the technician did not have to do the network, that he could do anything to my computers as I was paying for his time. He then added that I should purchase the additional diagnostic service, so that the tech could spend that time finding out what was wrong and then the network setup time fixing it. I agreed that I would pay additionally for any hard drives or parts that would be required. The network setup also came with a free 6 month tech support, which can be accessed either by phone or on the web. We set up an appointment for September 20. On that date, a tech arrived from the Geek Squad. The receipt he left had no name but he said it was Eric. The last four digits of his employee number on the receipt are **.

Prior to his arrival, I received a phone call from the Geek Squad telling me that I still owed $65.00 and should pay Eric when he arrived. I told the woman on the phone that I had paid in full and have a receipt to prove it. I thought it strange that I would receive such a call as my Best Buy receipt showed that I had paid in full. I got the feeling they were trying to get more money out of me. When Eric arrived, I showed him the two laptops and the PC and he had no issue in looking at each. He first looked at the PC. He inserted his flash drive into my computer. It supposedly contained his diagnostic program. I told him that I was having problems with my AOL freezing and that I wanted the computer cleaned up.

He ran some other things and told me I should be using IE 7 instead of IE 8, but that the rest of my system was working great. He also updated a driver for my scanner. I had antivirus software and I am very careful about opening sites I am not familiar with. On this PC, I had the numbers of two of my credit card accounts, my Wells Fargo and a Chase Freedom account. They were in a program called Robo Form, which is pretty secure.

Eric then looked at the two laptops and told me one needed a new hard drive, but was not worth fixing. The other he said was fine. Except for doing a change in my Internet Explorer and updating one driver, and cleaning files on two, he did nothing more to any of the computers he looked at. He left and we did not use the computers for the rest of that day. The next morning I started my PC and had two emails, one from Wells Fargo and the other from Chase. Someone had stolen the numbers on both cards and had made unauthorized purchases. I also found that my screen freeze issue had not been fixed or my scanner. And I had more viruses on my computer than I had ever had with my antivirus software. All three computers were still running slow and it appeared as though nothing had been done. I phoned Best Buy to complain. They sent me to their Public Defender who said they would phone back once they had looked into this. They have yet to call back.

I then remembered I had an old hard drive that I could install in the laptop that needed replacing but I was unsure as how to do that. I went to the Geek Squad site for my free tech help. I was told they could not tell me and that it would cost me another $49 to $69 to get that assistance. I refused. I finally found, on my own, how to install the hard drive but the software was not working. I phoned the Geek Squad support again. Again, I was told I would have to pay extra for them to help me. What happened to the free Geek Squad Technical Support? I then took my laptop to a reputable store and it was made totally ready to go for an additional $105.00.

I decided to go to my nearest Van Nuys Best Buy and demand a refund for service I did not receive. I was even willing to trade them setting up my laptop, which would have cost them less, than get my money back. The manager of the Van Nuys store said I would have to go back to the Oxnard store with my complaint. I returned home and phoned the manager of the Oxnard store.

I explained everything as I have here and he argued that I got more than what I had paid for. He said that I should only have gotten one diagnostic on one computer and that I did not pay for repairs. I explained that his employee had told me to purchase the Geek Squad service in the manner I had because that would include the diagnostics on 3 computers and repairs. The manager told me that I had paid just for the network setup and one diagnostic. And he said that the 6-month support was only for the network setup.

I argued with him that I had told his employee that I did not need a network setup. But I was told that this would allow me to obtain what I required for the least amount of money. He was very rude and kept trying to defend his employee. I asked for my money back and he refused. I then told him about the theft of my credit card and he said that was not his problem.

So now I still have the same issues on my PC that I had before the Geek Squad came, plus the inconvenience of having to have canceled two credit cards and file claims against two unauthorized purchases. If I had gone to the reputable store instead of Best Buy, it would have cost me less and I would not have the mess I ended up with. I feel that I paid for and did not receive: repair of my PC, 6 months free technical support, an honest employee, and any consideration by either Best Buy manager when I complained.

I have since been online to find that there are literally thousands of similar complaints against the Geek Squad and Best Buy, especially the 6 month tech support and the lack of knowledge by the Geek Squad techs in repairing computers. I wish to get my money back. I feel I was not given what I paid for and that there were deceitful practices by both the salesman and the technician, Eric. My credit card company looked into my complaint and said they could not find any reason that I should not have to pay for this lack of service. Thank you.

I took my Sony VAIO (purchased at Best Buy for $2700) to Best Buy Geek Squad after getting software virus (windows would boot up in a loop but no hardware issues) . Geek Squad returned my laptop in a completely inoperable state; laptop will not even power on and now Geek Squad says the mother board is bad (there was nothing wrong with the mother board when I brought in to them for repair). The store manager refuses to compensate me with a similar computer saying my laptop was older, and their computers are better therefore it was not an even swap for them, even though the Geek Squad damaged my computer beyond repair, which is the only reason I'm even having to purchase another laptop.

This is terrible customer service and after 6 trips to the store, I could not get any resolution from anyone in management. It's a terrible, terrible, terrible way to treat a customer who has spent thousands of dollars in the store. The retail price of a brand new Sony VAIO is roughly 1000 (retail price, not the price Best Buy is eating if they were to do the right thing and replace my laptop that they are responsible for damaging). They lost my business, my family's business, my 3000 coworkers, and any business I do with my corporate card over their refusal to do the right thing.

On October 13, 2010, my boyfriend and I went to Best Buy in Old Country road, Long Island. I had to get my gaming laptop (ASUS) screen fixed. It was flickering on and off. Sometimes, it would even blacken out for a few seconds. So we left it for Geek Squad trusting that they can do their job by fixing it. Three weeks later, going into November (which is the amount of time we were supposed to wait for my laptop to be shipped back from Kentucky), I had received a call from Best Buy notifying that my laptop was ready.

We went to pick it up the day after I received the call and we took it back to my boyfriend's house. We checked out the laptop by changing the screen resolution and that's when we found out that the NVIDIA graphic card that originally was in the laptop could not be detected on the device. They also broke the disk drive which is called the optical bezel drive. We had to bring it back and this time, we spoke to another technician and they had to send it out again.

One to two weeks later, they called again, we went to pick it up. This time, we checked it in front of them to make sure everything was in good shape. The disk drive was fixed. We took it back home and tested a DVD in the disk drive; it showed that the E: drive was not recognizable. We then tried to connect to a network and found out that the smart card was not recognized as well on the device. It was on some broadband connection that we could not detect.

We took it back in the next day and told them to test it out themselves. One of the technicians put in a CD, and for some reason, it worked. I don't know what they did exactly. We asked the technician that we couldn't get any signal back home because the smart card was not recognized. Best Buy's technician told us that it was connected to a broadband in Kentucky and they disconnected the wireless network connections. So basically, they messed up the connection settings. We were fed up with Best Buy on everything they did. All we wanted was just for them to fix the flickering screen and we found problems on my laptop leading from one to the other.

My boyfriend called the cops trying to help me out by letting the cops know that they broke my laptop and that Geek Squad is just scamming us. He didn't want me to get taken advantage of by Best Buy. So he told the cops the problem with my laptop. They thought this was absurd and they asked me that I had two options. The woman cop asked me if I wanted Geek Squad to either continue fixing my laptop or for me to just take my laptop and leave without dealing with Geek Squad anymore and just forget about everything.

The boss, William **, was there the whole time. We followed him to the customer service after finishing up with the cops. The cops walked off without a polite note while my boyfriend told them have a goodnight. William introduced us to one of their best technicians. This technician checked out my laptop while my boyfriend made sure he would fix everything in front of us so we won't have to come back anymore for more problems. He took out a lot of the unnecessary things that I didn't need and got our connection running smoothly. The boss told the technician to make sure everything was 100% with my laptop. We took it back home hoping that things were finally patched up and better.

My boyfriend checked my computer, tested a the grand theft auto4 game from my steam account and found out that it could not play due to an error. We tried Transformers as well which happened to work, but the graphics were a little choppy, not as crisp and sharp as it originally was when I first purchased it. He found out under one of the settings that it said generic PNP monitor which he thought was a generic screen that was replaced due to the flickering--which was the main thing that we brought it to BB in the first place.

My laptop came with an LCD screen with LED back-light. We went back again the next day for them to check. We were more furious due to the fact that we had to go back again since we live far from BB. My bf has wasted half of his tank of gasoline due to my laptop never being fixed 100% by them. After going in for like the fourth or fifth time, we spoke to the supervisor, Anthony **. We were outraged and started complaining. Best Buy called the cops for complaining as a customer. How is that wrong if you can't even fix my laptop?

Here I thought Geek Squad are supposed to be trained professional technicians but it doesn't seem like that at all. It's good to be intelligent but without enough knowledge, it doesn't help. All I wanted was the screen to be fixed which, to be honest, still flickers. Anthony mentioned that if it is not fixed after four times, he will give me the same laptop, but there were no more displays of the floor model from what I remember him saying. The problem is not over yet. It has just begun. It was until I picked up my laptop the next day.

It was November 10th already. I ended up finding out that my laptop is damaged/ broken. I turn it on and it goes to Windows. I noticed that Anthony had reformatted my laptop. I then try to go online, my boyfriend helps me download Firefox and steam to retrieve my game account. What happened after was that as the downloads were done, I tried opening Firefox and steam and it took forever to load. I tried closing the programs and retrying it but I ended up finding out that everything froze.

I turned off the laptop and then turned it on again to restart it. This time, I started Windows normally as usual. As soon as I clicked on "start windows normally," my screen was black for like 20 minutes or more. So I turned it off, then on again, and this time it went to Windows. I got online, but it froze again on me. It just keeps freezing. The laptop runs beyond slow.

This never happened to me before. I can't even go online or play any of my games without it freezing or loading at all. He broke my laptop and this is uncalled for. I can't even get my refund back along with my warranty insurance. My boyfriend and I both called the headquarters to see if we can speak to the CEO and they wouldn't let us, so the highest representative we spoke to was an executive supervisor. They did not help at all whatsoever. We explained to them about the damages due to my laptop. All they said was that they cannot refund any of the amount back. BB headquarters even told me that I should keep going back there and letting Geek Squad fix it under my warranty.

We told the executive supervisor that we already complained to Best Buy in Long Island and we let them repair it like five times and we did not get anywhere. The headquarters did not even solve any of our problems, which is beyond horrible. This company is scamming people with money and treating customer service with very bad conduct. I really think this is a bad reputation for Best buy. As a customer, I deserve to have my product fixed and satisfied but it just leads to one problem after the other. We tried making a deal with the headquarters if we can just get a refund back and we won't bother with them anymore, but no, not on their policy.

These damages are giving me emotional distress and anxiety. And to top it off, they seem to blame me or my boyfriend for breaking it which is not right. My boyfriend knows enough about computers that he even finds and sees these problems with what Best Buy is doing. As a customer, I am filing this complaint because I am very upset and that was one of the best gaming laptop there was that my boyfriend chose for me. There are even proofs of other people complaining about their problems with Best Buy if you google Best Buy complaints. I really want to do something about this and stop all this.

I purchased a three year warranty on a Windows Vista Laptop. My hard-drive died and I went to the Flagstaff Best Buy Store to redeem my warranty. I found the staff, and particularly the store manager to be rude, arrogant and basically not interested in customer service.

I was upset because they told me that the computer would take three weeks to fix. I was told different things by different employees. One employee told me that Best Buy was cutting back on employees and that there was only one guy to fix about 60 computers. When I called management, they said that the computer was " sent out" to a service center. So, given that I was given conflicting reports I knew something was not right.

When I finally got the computer back, I had the computer less than 10 days, when the computer locked into position solidly for several days. I then had to make another round trip to Flagstaff which is for me over an hour to get to Best Buy. When I got there, they plugged in the computer, and it seemed to work fine. I told them that I was still having problems, that the computer had locked into place for several days, and some other issues I was still having with the computer.

I was met with disbelief, and the store manager was very arrogant. " Our tech cannot duplicate your issues," he said. " How long do you want us to hold your computer? " My answer was, " until it is fixed! " So, we went a couple of rounds like that. He was so sure I was just complaining for the sake of complaining. Would I make a round trip of over an hour just for the sake of complaining? I think not. So, they held my computer for several days. I had to call them to find out if my computer was ready. I was told that they had tried to reach me. But that number never showed up on my cell phone.

All in all, I was totally dismayed with the level of courtesy, lack of respect for my purchased warranty, and a blase attitude about whether my computer was truly fixed or not. They couldn't care less and it showed! This morning, my computer is showing problems again. I will never purchase anything ever again from Best Buy. Thanks for listening.

I bought an HD camcorner in Jan/2010. It was a $1400 camera and was told it had a 1 year warranty by the sales representative at Best Buy. After no more than 6 uses, the LCD went black and it stopped recording 8 months later in Aug/2010.

I called Best Buy and they told me to bring it in. Took it in that day and was told that part were covered for 1 year and labor 6 months. I thought, "That sucks but I can live with it. If that's worst case scenario, I can live with it. I can see where the salesperson might have been confused." I was told that the camera would be back in two weeks no later the three weeks.

When I called Laredo, TX, they told me it was sent to Precision Camera in CT (which it wasn't), at times, those calls are routed to a call center in El Salvador. The worst call center ever! As of today, 10/16/2010, I have no camera, no one taking ownership, no answers, no solutions and every time I ask for a manager, I'm told one doesn't exist. I'm at a total loss.

They said that geek squad protection does not cover accidental damage but I never harmed it and only touched to set it up.

They said they don't cover abuse. Now come on, I am so stupid that I don't see a hinge on the floor or somewhere around the product; I did look. Mike told me that I did not know what I had purchased.

Sandy told me that they would do nothing for me. She called the police on me. Treating me like I was a criminal or a liar. I don't like to be treated like a scammer. I have called consumer relations at best buy and I am waiting for a call back. I worked in retail myself and I was taught never to argue with a customer. it is unprofessional.

Geek Squad wants to install software for extra money. When you call for service, they want you to pack up your computer and bring it in. Their sales staff is not thorough.

I purchased this Gateway lap from Best Buy Geek Squad. They tapped my computer every time I get internet service. They make sure that it gets slowed down. Two months ago, they even slammed the whole ** thing. I had to call Gateway to get the run around & was told that I would need to get someone in their department that could help restore my system. I come to find out it was another rip off & the company had no type of equipment to get the services. I had to contact the credit card service & get the funds refunded.

On the same day, the computer crashed. After talking to a Geek Squad member, the computer got tampered from within Best Buy. I had to contact on many occasion about Yahoo service in many different locations, in libraries & at home, about how a lot of things on the site are ripoffs & bogus & things like yahoo music that won't work at all. AT&T has called my home about a promo. They have a $14.95 high speed internet & I found out they're wanting more money I made my complaints regarding all of this to AFTC, BBB, etc.

I purchased a Klipsch HDT 500 speaker system from Best Buy for about $600 in April 2010. This system includes four satellite speakers for front and surround, a center channel speaker, and a self-powered sub-woofer. Two of the satellite speakers failed in the end of July 2010. I contacted Klipsch the following day, and was informed that Best Buy would handle the warranty for me. They explained that if I couldn't get this resolved through Best Buy, they would be more than happy to handle it directly for me. The downside to that, would be that I would have to pay to ship the two defective speakers to Klipsch for repair or replacement. I then called Best Buy to determine if they could handle the warranty claim. The Geek Squad agent I spoke with said yes, and informed me that I only had to bring in the two defective speakers. He also informed me that if they couldn't fix them, they would happily exchange them in-store.

I took both speakers in on my next day off from work - Aug 11 2010. They created a service order, and told me they would contact me once the repairs were completed. Best Buy called me the next day, and apologetically told me I would actually have to bring in the entire speaker set. I told them the next opportunity for me to do so would be the following Sunday. They said that would be OK. I spent over an hour dismantling my speaker layout, and carefully re-packaging it in the original box with the original packaging materials. I took notes on any damage on the remaining speakers (only a slight scratch on the back of two satellites). I also verified that the serial number on the sub-woofer matched the serial number on the box, so we (hopefully) wouldn't have to remove everything at the store. I then spent another hour setting up my old speaker system, and tuning it.

Upon arrival at Best Buy the next day, the Geek Squad agent tried to open my original service order. He found that it had been closed for some reason. He went ahead and opened a new service order, but somehow skipped the serial number field on it. Instead of correcting it, he just added the serial number in the symptoms part of the order. I verified all the information was correct, and then signed the service order. I was told at that time that I would receive a call if they needed any further information, or when my speakers were ready to pick up.

I received three generic emails from August 16 to August 29. Each time I received an email, I checked my order status on the Best Buy website. This was not an issue until the last email. On August 29, my service order apparently no longer existed. I immediately contacted the local Best Buy, and was informed that my speakers were ready for pickup. They said they always close the orders when items arrive back at the store. I told them I would be there on September 01, my next day off from work, to pick up the speakers.

On September 01, I went to Best Buy to pick up the speakers. I was concerned as to why there was now a second repair order along with the original. The Geek Squad agent told me that the service center automatically generates a second order once repairs are completed. That sounded quite reasonable, so I signed the paperwork and brought my speakers back home. I spent yet another hour and a half dismantling my old speaker setup, and re-installing the new speaker set. The last item was the sub-woofer.

Upon removing it from the box, I noticed the power cord was tightly wound, rather than loosely wound and secured with a twist tie as I had packaged it. It was quite obvious they had removed it from the box for some reason, probably to test the entire system. I hooked up the sub-woofer, and found that the power indicator didn't work when I plugged it in. I tried all three power switch settings, with no activity from the indicator. I then unplugged the unit, and heard a light "thump" as I did so. At this point, I figured the indicator probably just failed. I really didn't want to take everything apart and wait another month for repairs, so I decided I could live just with a tiny LED being out.

Unfortunately, tuning the system didn't go very well. I had to turn up the sub-woofer's built-in volume control to its maximum setting in order for it to be detected during tuning with my Denon A/V receiver. Even with that setting, the receiver had to increase its output quite a bit to compensate for the sub-woofer's low output. I pulled the sub-woofer away from the wall to re-check my connections again, and decided I should verify the serial number. I compared the numbers and realized this wasn't the same sub-woofer I took to Best Buy.

I then looked closer at the service order that the service center generated, and saw that they had included the serial number for this defective sub-woofer in the previously blank serial number field on the order. My original serial number is still listed under "symptoms". I have made several calls to my local Best Buy since then. The first two calls were on September 02. The first person I talked to told me to just bring in the sub-woofer for an exchange, and then hurriedly got off the phone. I knew that was wrong, as this is part of a boxed set. I called back that evening after work, and spoke to another agent who seemed to understand, and wanted to help, but didn't really know how. He verified that they could not simply exchange only the sub-woofer. He then said he would email the service center, but it could be as late as September 07 before he received a response. With a hurricane due to pass by that evening, and Monday being a holiday, I understood. I called my local Best Buy on the evening of September 07 after not receiving the expected phone call. After selecting to be connected to the Geek Squad, the line rang over 20 times. I hung up the phone, and immediately contacted Best Buy via their toll-free number.

The Geek Squad agent I spoke with at the toll-free number was very understanding. He came to the same conclusion I did: my sub-woofer somehow got switched with someone else's at the service center. He placed me on hold while he called my local Best Buy directly. After a brief hold, he connected me with a supervisor at my local Best Buy. The supervisor told me he would call the service center and try to find out how the sub-woofers got switched. He said he would be at work around 11:30 AM, and would call as soon as he got there.I received a call from a different person at my local Best Buy the next afternoon.

The woman who called told me I would need to bring in the sub-woofer so they could send it off for repairs. She obviously had no idea what was going on with my situation, as they couldn't accept part of the set. I told her I didn't want it repaired, I just wanted someone to find my original sub-woofer, and switch it with the defective one I was given. She told me that wasn't possible because Best Buy sends all Klipsch speaker service orders directly to Klipsch. If I wanted to find my original sub-woofer, I would have to contact Klipsch directly.

I attempted to call Klipsch directly that evening, but it was after their normal business hours. I called them again on September 09, and was informed that Klipsch does not do any repairs for Best Buy. They only supply parts to Best Buy so they can perform repairs at their own service facility. It was quite evident that I had been lied to by Best Buy at this point. I told my employer what was going on, and he reluctantly agreed to allow me an extended lunch break so I could go directly to the store.

When I arrived at the store, I asked to speak with the manager. I was told they had several managers, and one was contacted for me. I explained the issue in detail, and she went to speak with another person about it. She then came back to inform me they were calling the service center to get more information. After they finished their call, they told me the only option was to bring the entire set in to be sent out for repairs again. They told me that they never opened the box at the store, and that the second service order was actually generated at the store (not at the repair center). I asked them how the wrong serial number got on the second repair order if they never opened the box, and they stated that someone must have opened it to scan it. There is no bar code on the sub-woofer, so scanning it is impossible. I told them I verified the numbers before I brought the system back. They just told me that serial numbers on components are sometimes different from what is on the box.

They just continually ignored that fact that I was given the wrong unit, and continued to tell me my only option was to have them send it off for repairs again. I finally ran out of time, and just left the store. I felt like I was being called a liar by the very people who lied to me. The sub-woofer is now in a state where it works most of the time (the LED even magically started working), but it drops out completely at random times. I'm quite confident that sending it out for service through Best Buy is not going to resolve my issue. They will most likely run a few tests, determine it is OK, and send it back. I don't want to spend a couple more hours dismantling the system, setting it up, and tuning it, only to have more issues.

I made one last attempt at correcting this by calling Best Buy's toll-free number. The representative I spoke with contacted the local store, and conference all three of us together. Once again, I told them that I just want my old sub-woofer back. If they can't find it, I'll be happy with exchanging the system with a known good system (new). The manager at the local store said she couldn't do that, and she didn't appreciate me accusing them of doing something "shady". I told her I didn't think they were trying to "rip me off", but it was obvious that someone made a mistake. I made it clear that I just wanted that mistake rectified. I even asked if I could just get my money back, and stated that I was willing to pay any restocking charge they had to apply. I was told the only option was to send the set off for repair again.

I purchased many appliances and a flat screen TV. When the geek squad came over, they asked if I would want my TV mounted. He mounted the TV crooked and charged me $600.00. I thought the $600.00 was for the installment of my home theater. Well I gave him a check and then canceled it. the installer said he would not accept cash.

Well now he visited my house. I wasn't home. He told my neighbor if I didn't pay him, he would take my equipment back. I called him. Now he said he will except cash. I have equipment like wires and etc. that I paid for that I can not use. I feel like I've been ripped off $250.00 just for his services. Best Buy did not tell me about any other equipment. Now I have a home theater system sitting here no boxes because they took it out of it.

I purchased a $150 Western Digital 2 Terrabite external hard-drive in July 2010 and began transferring DVDs to the hard-drive without problems. Then, 4 weeks later, the hard-drive (1/2 full) would not open. After trying everything to open it, I returned the item to place of purchase, Best Buy Monrovia, CA, where they also could not open it. Unfortunately, I failed to keep my receipt (although they certainly have a record of my charge on file), so they sent the item out to their Geek Squad partners to save the files. Three weeks later I get a call with the quotes: "$460 to save the files and $80 for new (smaller) hard-drive!" Almost $600! I told them absolutely not—keep the hard-drive and I will take my son-in-law's advice and shop amazon.com for a new hard-drive and re-transfer the files myself. And I told them that they would lose my business in all of their stores from this point on.

My 42" Plasma TV, purchased from Best Buy in Fayetteville Georgia on February 12 2010 stopped working on August 13th. I called The Geek Squad who put me in contact with a technician in my area. That tech, who asked a few questions about the TV, told me someone would come to my home on Monday the 16th between the hours of 8 pm and Noon to fix my TV (prompting my daughter to make changes to her plans that morning).

On that Monday, after 1 pm, I called the Tech's number and spoke to a different tech (his name was Tim) who informed me that no one had acted on my "ticket" at all and he asked me all the same questions that was asked of me on Friday. He then advised me that he would have to order parts for the TV and it would be "2 or 3 days" to get the part and send a tech out to my home. He was somewhat apologetic, but didn't act as if this was anything out of the ordinary from the way they operate. He called me back about an hour later and told me he was required to have the TV serial number before Panasonic would send the parts. That had to wait until I got home from work. By the time I got home and got through on the phone to Tim, it was already after 4 pm. I now understand that Tim ordered the parts on the 17th.

So today, Friday the 20th, still not having heard from Tim, I call him and ask when he is going to fix my TV. He tells me he only has one of the 3 parts he needs and "so it looks like sometime next week". So at this time I think a call directly to Panasonic is in order. I call and have a long conversation with a young man named "Ryan", who was no help at all. All he can tell me is that the parts are on back order and should be there within 3-5 days form the order date (which was the 17th). He cant tell me anything else and advises me there isn't anyone else he can put me in contact with who can do any better than that.

The bottom line is that my TV, less than 6 months old, is broke and no one can tell me when it will be working again.

Best Buy has lost my business for everything due to the geeky Geek Squad. They lie, cheat and are strange. Do not buy a PC from them! My company, which spends thousands, has lost business because of this.

I brought my laptop into Best Buy to have the Geek Squad fix the LCD screen which had cracked. I hooked the computer up to an external monitor to see that it was booting into Windows, which was a good sign, but I just wanted to make sure that there was no further internal damage aside from just the screen. The guy who helped me, Steve, told me that it would be $80 to have the computer sent out and diagnosed, at which point I would receive a phone call regarding all the problems with my computer.

In other words, they'd perform all their tests before charging me and let me know everything that is wrong, and then they would tell me what it would cost to fix. If I declined the service, they'd refund $50 and it would have only cost me $30 for them to ship the computer out and return it as well as perform the diagnostic test. This is what I was told. It turned out that they were going to charge me to fix the screen (could cost $500 to do) and then run their tests (the tests which I was told would be done initially without having to pay to fix the screen). I called to inquire as to why they couldn't hook the laptop up to an external monitor to run their tests, and the Geek Squad manager could not explain why to me.

I finally went into the Tinley Park Best Buy and spoke with a manager, Jessica; I wanted all $80 back because I had been deceived regarding their service cost and because the Geek Squad had successfully done absolutely nothing with my computer. The manager refused to refund my money, only giving me the $50 back. She told me the $34 was just for shipping and there wasn't any diagnostic test involved with that fee. I would have been fined with paying the $34 if it had been made clear to me when I dropped the laptop off that it was strictly for shipping, and that I'd have to pay extra to get the screen fixed first before finding out if anything else was wrong with it.

Jessica became sarcastic with me as our conversation went on, and I made it clear to her that Best Buy would lose several very good customers because of her attitude and lack of understanding. She seemed to not care about me and to not take me seriously; consequently I feel quite undermined and offended. I will never shop there again. I am out of roughly $30 now because I was deceived by the Best Buy and Geek Squad staff. I feel as though I wasn't taken seriously and am quite offended by the lack of action by the Best Buy manager.

I bought a printer and was having problems with it. I called Best Buy and after I expressed the product was under warranty (it was three days old), the Geek Squad informed me there would be a fee to fix it. I told them it was under warranty, but they once again told me there would be a fee to fix it, and did not disclose the telephone number of the free tech support.

The staff was cocky, arrogant and seemed to be having fun dealing with my complaint. They refused to give an employee ID number, connect me with a general manager, give me a corporate office number to call or do anything, other than be way too delighted to connect me to another number with a twenty-minute answer time. The worst part was them laughing at my complaint.

I took my laptop to BB where it was purchased as it would not boot up. I was advised that this was a motherboard issue and that it would be covered under my PSP, this was in June of '09. I picked it up and it worked fine until October '09, when I encountered the same problem. I took it back to the same store and was advised that it was the motherboard again and it would be sent off to service. After begging gone for longer than the first time, it finally came back. I picked it up and guess what? On June of '10, the same problem occured!

I took it back to the same store and inquired on how the warranty worked in regards to the replacement of the laptop. I was advised that it had to be sent back four times and then it would be an automatic replacement of a comparable model. Keep in mind that my PSP expired June 28, 2010 and I checked this in for service approximately a week prior. Wondering what the status of my laptop was, I looked up the service order number emailed to me and found out, to my surprise, it showed that I picked up my laptop.

I called the store, being on hold for 45 minutes, finally got to speak with someone and they advised that when they got it back. It still did not work and they were sending it back requesting a "junk out" (replacement). The GSA was surprised that no one had called to advise me of this and advised me that even though my warranty expired, it would still be covered. I call the local store on Friday, July 2nd and was advised that the replacement request was denied and that the reason the laptop did not work when it was received back from service was because the memory was "dirty".

Finding this to be hard to believe, I contact some local reputable businesses as well as HP to inquire on "dirty" memory and none of these individuals have ever heard of this. I am now lead to believe that the "warranty" department did not want to replace the laptop and came up with a "reason" to not have to do so. If you are looking to purchase a laptop with an extended warranty from BB, do your research first! If you are told that the fourth time to service is an automatic replacement, that is not always the case.

11. She told me to call back tomorrow. And, oh by the way, she would not be there and we would have to start all over with someone else.

Because we had to take it to the store where we bought it, we now travel almost 60 miles one away. Now, a second trip makes it a total 240! With no real resolution in sight, our frustration is off the scale. Please stop these people from screwing over the public. Now more than ever, people can not afford to be jerked around. I would love to receive any related emails from consumers this store and this chain have cheated!

I brought in my computer (under warranty) to be fixed. I told them it was the internal power plug, that it would not charge when I plug in the adapter plug. I was told I would have to leave my computer for a week. This caused me great distress and I had to use computers at the library. I was unable to do my work. I was told my computer was repaired and ready for PU after a week.

I went in and found they had not repaired the plug and had only replaced the adapter plug. I took it home and had the same problem. I called and emailed and was told to bring it back and that it would take another week. I can not be without a computer for that long. They had a week to repair and did not do it the first time. I can not take laptop away from a plug; sometimes I can get it to part way charge. My daughter can not take to class with her. I can not take the computer to interviews.

This is my second attempt to have some sort of service with Best Buy. The first is a year ago. I tried to get the Geek Squad to come to my house and service my computer and got stood up with a no call and no show. This time, I attempted to order a washing machine over the phone for delivery the next day being Sunday. After three attempts to try to speak to someone over the phone, a gentleman named Carlos answered after the third call stating that he would have someone in that department give me a call back for services.

After sitting here all day waiting for the phone to ring, to no avail did I get a call back. After not getting a call back, I got up the next day and went to the store to speak with a manager. I don't remember the man's name; however, we went to the department in question and they didn't even have the machine that I wanted that was on their website. The manager who was helping me didn't even try to sell me another model, just "We don't have that model."

I then asked him what he was going to do to rectify the situation, and he was everything but helpful. He basically said that there was nothing he could do to help me at this point and that they don't do same-day delivery. And as I had tried to get this done yesterday for delivery today, I felt there should have been some sort of exception. To say the least, I will never set foot in any more of their stores. If you are looking for customer service, that is not the place to go.

I bought a Dell Computer Studio XPS 32 days ago and it went into infinite reboot mode this morning. I spent over an hour on the phone with Geek Squad. They couldn't fix it so I took it to Best Buy locally. They said it was the display card and it would need to be sent away for repair. It will take 2-3 weeks according to the tech. I had to sign a contract agreeing to hold Best Buy harmless for any incidental damage to the machine. How absurd is that? At this point, I will be without a computer for 2-3 weeks. I may have lost all of my data due to the Geek Squad attempts to restore. Who knows what it may cost.

Two weeks ago, as of June 3rd, I dropped off my laptop to be repaired and was told it would be back in two weeks. I called last night and was told it was in shipping. When I called today, I was told it was not in shipping, then I was told that it was. I was told it would not be here for another two to three business days which would be at least 4 to 5 days from today.

When I asked about a loaner laptop because of family leaving the country and needing the laptop for communication, I was advised that they don't have a loaner program but I could buy a new laptop to use while I wait for mine to return. So the two week promise has turned into a lie, and I don't think I should have to buy a new one because the Geek Squad can't do their jobs in a timely manner as they promised.

In September of 2009, I purchased a 42 inch Insignia TV from Best Buy. A month ago, it completely stopped working. I called the number for Insignia, talked to somebody from Geek Squad. They automatically without even looking at the product determined what it was, and ordered the part for it. A technician was scheduled to come out for it. Technician comes out and of course the Geek Squad ordered the wrong part. Technician said that this happens all of the time and Insignia has cheap parts. So I wrote a fax and an email to Best Buy. I faxed a letter regarding my unpleasant experience to my local Best Buy.

Wow imagine that, nobody responded to it. It must have just been thrown into trash. How rude is that. Then Christina from Customer relations contacted me by email. Her solution tell me a bunch of crap and then offer me a $30.00 gift card. Wow, ridiculous and yet I still don't have a fixed TV and it has been almost a month. Total disregard for the customer and zero professionalism involved in this matter. I am so disgusted with them, it is not even funny. Out of TV for a month and counting and just a huge degree of customer no service. Just a horrible experience.

I purchased an HP G60-635DX notebook with 2-year extended warranty on 1/23/10 for a total of $773.70. On February 5, I could not get computer to turn on, and 2 of the keys on the keyboard were loose. I took my computer to Best Buy's Geek Squad, and the gentleman popped the battery in and out 3 times and it turned on. He snapped the keys in place, and he also noticed that a third key was loose and snapped that one in place. I indicated that I probably should return this laptop, and he said no and that it was fine now.

On February 22, I opened my laptop and noticed 3 more keys fell off the computer. It was not dropped or mishandled in any manner. It sat on my desk for the most part. I took it back to Best Buy and showed the gentleman at Geek Squad how the keyboard keys were loose and brought the ones with me that had fallen off. He indicated that I would have to send my laptop off for repair at a cost of $179 for a new keyboard and that it would take approximately 4 weeks.

As I use this laptop for work, I could not be without a computer for that length of time, and I said that I needed a replacement since I believe this product was a lemon. He laughed and said, "Good luck. You'll never get them to replace it."

I came home and called the corporate office of Best Buy and spoke to a man named Brian. He said I should call Hewlett Packard since it was their product and not Best Buy's responsibility. I indicated that since I had purchased it at Best Buy, I felt they should stand behind the products they sell. He told me to contact the store manager but there was nothing he could do.

I called the store and spoke to Chrissy who indicated that the MOD was unavailable and with a customer. I told her what had happened, and she reiterated the store policy of returns within 14 days of purchase. I then placed a dispute with American Express (the credit card I purchased the laptop with), and I am still waiting for a final response.

At one point or another, we all need computer repair help and I am no different. I found myself in need at the worst possible moment. In the middle of the night, when everything is closed and the night before a 15-page midterm report was due, I called the Geek Squad online support department for help and was charged for the $149 for their award winning virus removal service. They connected to my PC and attempted to remove the problem. After a couple of hours and a whole lot of coffee and nail biting, they called me back and said there is nothing more that they can do. They said the virus is too embedded to be removed without causing further damage and system instability.

I got off the disappointing phone call and am still sweating because this report is 35% of my overall grade in this course. I went back to google to search for some sort of help or alternative solution when I find SecureRemoteSupport.com who provides online services and have a No Fix No Pay guarantee and are open 24 hours. Wow, that would be nice if Geek Squad offered the same promise! Within an hour, they had diagnosed the virus and had removed it completely for $79. And best of all, they were able to recover all but the last paragraph I had written of that paper. Apparently, Geek Squad isn't as good at their job as Secure Remote Support is.

I have teenage twin boys who like the internet a bit too much. They are perpetually plugged into these machines so much that I would swear the iPod appendage they have grown actually seems normal. So it was bound to happen that they would eventually need their notebooks cleaned up and swept for virus. We took them to the Best Buys Geek Squad and they told us it would be a few days and they would call us when they were done.

A week later of the boys alerts me that he needs his computer for a paper he has to write. I call the Best Buys Geek Squad and inquire about the computers when I am told that they have been extra-ordinarily busy and that it would another few days. I asked for a specific number of days and was told that he couldn't give me and exact figure. So we waited another 5 days and I call again. Still there is no progress, so we head down to the store. When we arrive was ask for our property back and leave immediately. When we get home I look up some alternatives to the Best Buys Geek Squad Run Around.

I came across Secure Remote Support and I actually didn't have to take the computers anywhere. I just visited their website and selected a button on their website and gave them permission to connect to the laptops over the internet. And away the technicians went working on their computers remotely. It was like there was a virtual technician in our home working on it without having to have a stranger in our home. Within 2 hours, the computers were scan, swept and sped up. Their service was fast, friendly and efficient. It was everything my Best Buys Geek Squad experience was not. Thanks Best Buys Geek Squad for wasting over 2 weeks of our time and introducing me to Chris at secureremotesupport.com.

After learning that my son tried "reinstalling Windows" to fix a virus infection he had gotten on our family computer, I went into a state of panic. This kid knows just about as much about computers as I do--next to nothing. Sure enough, when I looked at the computer later that day, the internet wasn't working and it would only boot up half of the time. I called (------------------) to get some help with my situation.

It was difficult, first, to get them to answer the phone and, second, to talk to me patiently and explain the situation in a language I could understand. I felt overwhelmed with technobabble that I did not understand and felt that I was being talked down to about the situation. I'm sorry I'm not a computer expert; I was explaining the situation the best I knew how. The internet wasn't working, and it was having trouble starting at all! I arranged for one of their technicians to come to the house to check it out.

Long story short, the guy who came to assess the situation was very knowledgeable but was late and made fun of my son for having tried to reinstall Windows. It's not something you'd expect from such a large company that supposedly hired qualified, intelligent, and helpful technicians.The technician was able to switch everything back with some kind of disc after about two hours. But, not only was he rude, but I was charged an incredulous amount of money for something the tech described as "a quick fix."

After he left, I got online to check reviews for the company, only to learn that plenty of people have had similar run-ins with this type of service. (I learned I should be thankful the guy even showed up at all, actually.) Upon further reading, I found a company called Secure Remote Support which offers the same types of service as Best Buy Geek Squad and called them out of curiosity to see what they would have charged for the same repairs. I was blown away when they quoted a fraction of the price of the company I'd just paid big bucks to. (You live, you learn, right?)

I'm glad I've got my computer working. Sure, It cost a lot, and I had to deal with the attitude of a smart-mouthed kid; but my computer was fixed. Geek Squad has been a reliable company for a few things. But I assure you, never again will I turn to them for computer repairs unless it's a last resort.

Since this incident, I've called on Secure Remote Support twice, once for spyware removal and once to recover some data I'd lost when the other tech reinstalled everything. And they always deliver top quality service. They even offered me a promotion on optimization that I took advantage of. I like going to a company that values their customers and takes pride in the work they do. And I'm glad I've finally found that company.

Last night, my computer just stopped working. I usually leave it on and connected to the internet and have never seemed to have any problems. Today, I took it to the closest repair company to me, Geek Squad and had them figure out what is wrong. I paid a $75.00 diagnosis and left it; feeling like it was in good hands. I got a call about 5 hours later and someone from Geek Squad telling me that my power supply had gone bad. I asked what it would cost to replace and he gave me a price of $99 for the power supply and another $50 for installation. I told him that I'd have to call him back in a few minutes after I spoke to the other breadwinner in the house.

I took that opportunity to call around and price out what other business charged for the same procedure. One place I called, Secure Remote Support, quoted me $39 for the part and another $25 for the labor. That's a savings of almost $100. I called Geek Squad back and asked if they price matched and was told that they did not. So I am picking up the computer later today and having Secure Remote Support take care of it tomorrow. It really does pay to shop around. Secure Remote Support saved my day.

I purchased a Gateway laptop computer on 9/28/09 which the computer is still under warranty. I took it back because there was a problem with it of cutting off after a short while of being on. After going back and forth with the computer they finally agreed that the computer was faulty. However, they refused to replace it or give me my money back for this computer. First, they told me I had to pay $40.00 for them to create a recovery disk that would fix the problem. Then after they made a disk, they said it wasn't the problem that they want me to pay $70.00 to have it shipped somewhere to get fixed and they can't guarantee that it could be fixed.

I asked for a replacement with a new computer or my money back. They refused. I told them that I purchased the computer from Best Buy and it wasn't my place to contact Gateway, it was there's because that's where they got the computer from. And they are to one's who dealt with Gateway. So they told me they contacted Gateway and they said they would not replace the computer.

I told Fred that I wanted him to document everything including the fact that they and Gateway refused to replace the computer and refused to give me a full refund. If a product is faulty under the manufacturer's warranty, they or the place of purchase should be made to replace the merchandise or give a full refund. I use this computer to log songs and lessons in at the church to make things a little less complicated for me and spent a lot of money to get to a point to where I can do this. The physical damage is that due to my health condition, which is psoriasis, gets aggravated by stress and believe me when I say this has been very stressful. I've made numerous trips in order to resolve this problem and trying to get someone to help me. I put my neck out on the line to use this computer at church and you can't use something that was broken to start off with. Please help me get my money back or a new computer.

I took my computer in for service on Feb. 26. I called on March 3rd because Geek Squad didn't show anything on my computer. Amazingly, not long after I called they updated, their site to say the computer was received. No more was done until I called on the 10th and was told it had been waiting for parts and they were finally in. And amazingly enough later that day the website was updated to say that the parts were received.

I called on the 12th. My computer was to be back the following day and they told me it was still being repaired. I called Monday the 15th and they say, oh, the parts just came in today you should have it sometime mid to late week. Let's remember it was due back on the 13th and they had all the parts on the 10th. Yet now on the 15th they have all the parts and still no update on the website. Do I think they even have my computer? No, I don't because it seems to depend on who I talk to as to the status of my computer n updates are put into the website unless I call and every agent has a different answer. So I don't think anyone really knows where my computer is, much less what is being done on it if anything.

I have clients waiting for reports that I cannot get out until I get my computer back. I assured them they would be out today since my computer should have been received by Saturday. I now can not give them any kind of timeline because I don't believe a word they say. I am liable to lose these customers because the reports were due on the 10th. I have also spent time on the phone trying to find out and getting different stories and having no one actually do what they say they will do, and the aggravation of having to call them on lie after lie it has taken time away from my business and I basically am dead in the water for my business.

I bought a MacBook Pro from Best Buy in December, 2008 with a 3 year service contract. After one year the computer charging system was damaged due to moisture. When I took it to the Geek Squad, they said it needed to be sent to their service center. I made a point to ask if they would contact me before any repairs were made because I knew the hard drive was okay. They assured me they would (which was stated in the agreement).

After two weeks I received a call that my computer was not repairable and that I was approved to get another one. I called them back about my data on the hard drive and they told me they had junked it and their policy was they couldn't return to the old one to the store and they don't recover data. I was never told it was my responsibility to retrieve the data. I told them there was no power to the unit to access the data and all I wanted was a prognosis. Not to junk my computer. After spending several days dealing with customer relations. I was told I they would not return my computer.

I went to the store to pick up a replacement computer. I had to pay an additional $42.00 in sales tax, the way the figured the cost for the replacement. I was told that my service contact was now voided because of the replacement. A loss of $300 to me. This whole experience was devastating to me. With the loss of years of family photos, personal documents, business contacts and information, hundreds of iTunes and much more. And then to be treated as a complainer.

They could have returned the other computer or repaired it for less but it was to much effort. I was lied to and ripped off at every turn. Amazing how little they cared and continued to rip me off. If there was only a way I could return the favor. I lost several thousand dollars in data. Over $40.00 in the way they figure replacement values. Over $300 in the loss of my remaining service contracts and hours of my time on the phone and the divergation. I wish there was a class action law suit I could join against this rip off retailer. Complaint #69865533. Service Order #00124-953657906

I took my laptop in to Best Buy on 1/13/10, to have the keyboard serviced due to some minor spillage. At the time, I spoke with Geek Squad agent Billy who supplied me with forms to sign and information regarding the shipping/service of my laptop. I explained to him that I did notice that my screen had some dust-like matter on the inside of it (mostly on the upper right-hand corner). I told him that it was only noticeable by me once I put a light-colored wallpaper. He identified that it was there and wrote down for the screen to be replaced as well, under my protection plan.

I showed him the condition that I had my computer in, clean/shiny and with no scratches. I explained to him that I would like it covered at all times to prevent damage or scratches. He explained that my laptop would be handled correctly, is in good hands and took it off to be serviced. I returned for it on 1/28, the day after I got an e-mail stating that it was finished being serviced. I spoke with a Geek Squad agent by the name of Eric, about why my computer appeared to have been left out in the open because it was uncovered and the screen so filthy (with fingerprints visible). He told me that that was normal procedure with all computers serviced. I noticed that the top of my laptop (screen area) was also very shaky to the touch and so naturally, I was questionable as to why that was.

I also spoke with a manager there, by the name of Johanna, as to why that was and she also said it was normal. I was a bit skeptical as a customer about the truthfulness of their observations/ claims so, I left the computer there so that I can come back and consult with Store Management the next day. I had told the Geek Squad agent, Eric, to cover my computer and don't let anyone touch it until I return. Unknowingly, I had to spend some time in the hospital over the next few days for an underlying health condition. I figured that my computer would be covered and not touched for that time period. I returned to the store on 2/2/10 and one of the Geek Squad agents proceeded to bring my laptop computer out to me saying, "Look miss, your laptop has been cleaned by us!" I got angered with them and told them, "Why did the store violate my rights as a consumer and clean my property without my approval first?" I then inspected the laptop further at that point, only to discover that there were blotches from some type of cleaning solution all over my screen and scratches all around the rim of the computer, from where the webcam is, extending all the way around the rim. I was shocked and infuriated.

At that time a manager, by the name of Matt, came out to speak with me. He identified the scratches and also a visible dent in the media player sensor area. Instead of him offering me a replacement computer because his staff went against company policy and damaged someone else's (the consumer) property, he told me that he had to again send my laptop out for another 2 weeks. I refused because I need my computer for business purposes. But, I knew that I also couldn't take it out of the store for the sole purpose it would void any damage that was done to my computer on behalf of the Best Buy staff, once it's back in the customers possession.

The General Manager of the store, Michael **, refused to address the situation that day, even though he was there. He also proved to be very careless of the situation and refused to return my phone calls to him the day after. I will not have my computer being sent away for 2 weeks so that Best Buy can cover their tracks and load my computer with a lot of refurbished parts.

That is not the way that I had initially purchased it and I do not trust the store at this point! I should be rightfully entitled to something new of equal or lesser value or a full refund of my money, which the store is refusing to do at this time. I am appalled and refuse to let them make the decisions for my product and my money!

My laptop's screen and framing sustained scratches and blotches from a cleaning solution/method used by Best Buy staff in-store, against my will as the customer. If I wanted it cleaned, I would have done it myself. I was given no further options by their staff, other than give us your property again to be serviced for an unknown length of time. I was refused a replacement laptop or full refund of my money. I feel like the store now controls my property and my money. I now have to conduct my business through a friend's computer, until this matter is settled. This situation has also caused me much stress, as I don't know who could be doing what with my laptop within the Best Buy store, as I take the time out to even write this e-mail!

I was almost run off the road by a Geek Squad van, and I went into a Best Buy to see why my iPod wasn't holding a charge. It was said to me that they would replace the old iPod and use its parts to build a new one, and I found that statement to be fraudulent. Garod flirted with me, and when I denounced his advances, his manager told me to "get back" and called the police on me. That manager witnessed Garod flirting with me in the back of the store, where they claimed they were going to prove that they actually did run a battery test on my iPod.

I suspected that Garod was lying and perhaps was trying to force his agenda on me. Garod's manager made a racist remark to me when I refused Garod's romantic jargon, and called the police on me. The Arlington Height's Police said they didn't find me wrong or liable and they took a report. The Wilmette Police told me to get a lawyer and to contact the Better Business Bureau. I believe they sexually harassed me. They aggressively tried to get me to purchase a car charger for the iPod and they said the battery was bad.

It started when I bought a Dell laptop last year. It is Vista. I bought it from Best Buy. I had it for about 4 months, and kept having trouble with it from then on. First, they told me I had to pay $80 to have them look at it. That was fine, then they told me it was the hard drive, so they had to send it out to Dell. When it came back, they said it wasn't the hard drive, and that the geek squad was wrong, so they now have to install all my programs for another $100. Then I got mad, so I told them to pack it up, and I would take care of it. They then said they would do it for free. So I took it home and it was doing the same thing.

I called Dell support, and they told me that I did not buy it from them online, and to go back to the geek squad, which would cost me more money. So then I brought it to a computer guy in the area, and he told me it was the hard drive, so i had him fix it, and it cost me another $190. Here I am 3 weeks later, and the same thing is happening. The blue screen comes on. When I restart it, it works. Yesterday, I lost all my stuff, and had to restore on safe mode. I am very disappointed with this Dell laptop. I do have a desktop XP, and no problems. I want to know what do I do now. Invest more money, or throw it in the river? That's how disgusted I am. Have you ever had all these problems from anyone else, and tell them what they should do. I don't have a warranty on it, so could you give me some input on this?

I purchased a Belkin N Wireless USB adapter from Best Buy on 12/18/2009, and before I purchased the unit, I asked their Geek Squad guy if the unit can work with Windows 7. The Geek Squad guy told me it will. After I got it home and tried to install it with my sister's machine, it did not work. My sister tried to return the unit on 12/27/2009 to the store, but they said they did not carry that model that I bought.I then went to the store myself and tried to return that, but they still insisted that the unit is not from the store.

One of their managers, Faruk, said they never carry that model and the unit is not from their store. I asked if it is possible they have a sticker over the plastic wrap that they scanned, but he insisted I bought the unit from somewhere else and try to return to their store and said, "Thank you very much, next." As I was walking out of the store, their security said something like have a nice day and don't come back or something in that regards. I was so upset and I think I flipped them off. My sister then went back home and dug up the plastic wrapper from their trash can and indeed there was a sticker that matched the product code on the receipt.

I went back to the store again on 12/28 and tried to prove they were wrong, but then I was met by Andre **, Best Buy's Store Service Manager. The first word out of his mouth was, "I need to ask you to leave the store now." He said I have created a scene and flipped his employees off and he had me on tape. I tried to explain that I found the wrapper with the sticker matching the receipt but he said, "I have told you that we never carry that product." I said what about the sticker on the wrapper that proves the product is indeed from your store, but he said the sticker is from the store but the product is not. He said, "Don't ever come back again." I then left with disgust.

I called their corporate to complain and talked to Helena telling her what had happened, how I was treated, and blamed of cheating. Helena was nice and called the store and got Joey from the store on the line, but Joey said they went through their inventory and they never carry that product and still insisted that I tried to return a unit that is not from their store.

the first time it was in there they sent it back with an old hard drive in a box, said they put in a new one. when i started to use it it had a virus 7 other junk that took me 2 days to get rid of. There were 18 other times whitch proved to me that best buy's geeks are just that. One of these times, they were going to send it back to the factory for repair or replacement.

after 2+ months I went in to see if I could get it back/ they looked all around the shop, 7 finaly found it in a back room, still bearing several of the previous stickers bearing my name & a bar code for i/d I've been crippleing along with it now & I cant understand why the D.V.D. trey is out now. My beat up old COMPAC THAT THEY TURNED THEIR NOSES UP AT never had anything done to it except to add gigs.

I wish I had this info in this site before i bought this junkysrd. I realy would apreciate any help your atorneys may get for this problem. this is a model t3516 serial # xrc6a 800 04619

Purchased 12/2/06 with time out in BEST BUY 19 visuits & a geek aperance at home with no substantial results. I guess short of guting this case & puting in COMPAC components its imposible to keep this THING going right. I realy believe they sold me a unit that they were haveing trouble with// why would have to take it to a remote part of the store ( not even a repair or tech. area ) to make it ready for use. I had pulled a sealed box from their shelf & this is the way im foisted. I will also be glad to give testimony on emachine & best buy performance!

Bought TV of Sam sung 65 " and geek squad consultation . Geek squad never returned my call and had to go after installation with third party .

TV did not work after few days . best buy was not ready to take off the TV and ask me to pay for installation and to take it off .

Despite my request for geek squad to come and paid 100 for consultation intention for installation as TV did not work it is responsibility of Best buy to do the work and replace it , Instead they wanted to charge me 350 to take out and install it .

On top of that Kevin guy manager from fair lake Fairfax was very rude in his behavior .

I had terrible experienced with best buy .

I purchased an Insignia 47" 1080p HD TV on 8/28/09. On 12/1 the TV picture went blank. The sound worked but there was no picture. I purchased the extended warranty just in case this happened. I called the warranty company (Geek squad) and was scheduled for a repair on 12/8. I asked them to search for a sooner appointment at the same time. On 12/7 I called back to check on the status of a sooner appointment and found out that they had cancelled the appointment scheduled for 12/8. They then set an appointment for 12/11. I was contacted at 3:00 pm on 12/10 about the appointment being cancelled again because their only repair technician got hurt. The re-scheduled my appointment for 12/17. Having to go longer than 2 weeks without a product that was only just over 3 months old is riduculous. I spent well over $1000 on the TV, mount, tax and the cable to run it. I will never again purchase another product from Best Buy.

In April 2009 I purchased a Toshiba laptop from Best Buy. I purchased a carrying case, extended warranty, and some operating software. The computer has worked without concern or incidence for several months. On Friday November 6, 2009, I was out of town with my laptop. I turned it on and as soon as I began to enter a word to search on the internet, the keyboard locked up completely and no keys would function at all. I turned the computer off, then turned it back on and the screen immediately went into BIOS with no keys working.

On Tuesday November 10th I returned the laptop to the Best Buy Store in South County where it was purchased. The attendant at the Geek Squad desk turned the computer on and got the same result as I had. She filled out a service request and said someone should call me within 3-5 days. Seven days went by and no one called me. I tried calling several times over the weekend and was told that the Geek Squad desk was too busy to answer the phone.

By Tuesday November 17th, I was so upset and frustrated, I called the Best Buy Consumer Relations in Minnesota. I got a very understanding and sympathetic representative. She placed me on hold and called the store herself. When she came back, she said they assured her that my laptop was fixed and that I could pick it up immediately. I went to the store that evening a picked up my laptop. I turned it on while at the store and the home screen came up correctly, so I placed the laptop back into its case. That weekend, I went out of town again and took the laptop with me.

On Thursday November 19th I turned on the laptop in the hotel in Kentucky and opened up the internet. As soon as I entered letters to begin a search, the keyboard locked up again and when I turned it off then back on it went immediately into the BIOS screen with no keyboard function. Absolutely nothing had been fixed at all. I did not have the store phone number with me so I called directory information only to find out that this particular store chooses not to list its number with directory information. I had to get the number to a different store, call that store, and get the number from them. (how bizarre is this?)

When I called the store and told them that I was out of town with a laptop that obviously wasn't fixed, I got a very rude manager on the phone who told me that maybe I should go buy a usb keyboard and try that. I could not believe what I was hearing. I was going to have another weekend with no computer and have to make another trip to the same Geek Squad who obviously didn't fix the issue the first time.

On Tuesday November 24th, I took the laptop back to the Best Buy store and was pleased to see the original attendant working that was there the first time. At least, she knew what was going on...the laptop was never fixed from the first time I brought it in. The attendant again told me that someone would call me in 3-5 days.

On Friday November 27th, I received a message on my cellphone from the Geek Squad stating that they couldn't fix the issue and they needed my permission to send it off to be fixed. I immediately called the store back and was told that the Geek Squad desk was too busy to answer the phone but I was assured by the person who answered the phone that she would relay the message to the Geek Squad that I gave my permission to send the laptop off to be fixed. For the past two weeks I have heard nothing from anyone at Best Buy. I assumed the process of fixing my laptop was well underway. WRONG!

Today, December 9th, I received a call from a Geek Squad member asking for my permission to send my laptop away to be fixed. I became livid. I was transferred to a 'manager' named Drew. He said he could not find any notation that I have ever given my permission for the computer to be sent off. He also said that he showed notes that the Geek Squad had attempted to contact me and left several messages for me over the previous two weeks.

I simply can not believe this is happening. I tried to complain, but was cut off repeatedly by Drew saying he did not want to argue the situation and that there was nothing he could do at this point except get my permission to send the computer away to be fixed. I told him that I felt that this is more of a personnel issue and he said that he can't help that since 60% of his workforce is new and they make mistakes.

I will be calling Consumer Relations again and filing a complaint with the Better Business Bureau to at least let others know to beware: Best Buy is all about sales and has no concern about service.

I took my Sony computer to the Geek Squad on Nov. 21, 2009. The guy I spoke with told me it would only be a week and a half and my computer should be back. Well I call today 12-7-09 and they tell me they sent it to Sony cause it was still covered under manufactor's warranty. So I ask the guy who answered the phone if he could tell when my computer would be back and they tell me I have to call Sony myself and find out when my computer would be ready. Well 1st of all they are the ones who sent it and they gave me an order # to call the Geek Squad and find out when me computer would be back and all they do is give me a number to Sony and call them myself and get an answer. I am not happy at all with Best Buy and the Geek Squad.

I brought my computer to the Best Buy store located in Staten Island on Richmond Avenue to be repaired. I was told by the by their Geek Squad that there was two possible actions I could take; the first was to pay to have them diagnose the problem and then if I wanted to have the computer repaired I would then pay for the cost. The second plan was to pay $200 up front and they would diagnose the computer and repair whatever was wrong. The advantage would be the diagnosis and repair would only cost $200 and no more.

I opted for the second plan I paid the $200 and signed their contract. When I was notified to come to the store to pick up the computer I was informed that the computer wasnt repaired because the problem was the Mother Board and the cost of replacing it would be too expensive. I explained to them I had a signed contract that stated any problems would be repaired. They agreed that that is what it states but they wouldnt fix it. I asked for my money back and they again refused they said I could use it towards the purchase of a new computer but only if I purchased it that day and in their store.

I feel that a contract is a contract but they had me at a disadvantage since I need a computer so I was forced to buy a new one.

I lost all my data that was on the old computer, spent days reloading my old programs on the new computer which some didnt work correctly. I lost at least a 100 hours of my time just getting my programs & data back on the computer.

i bought a Dell laptop in august with 3 year warranty from best buy. i heard good things about geek squad. the first weekend my battery died in less than 3 hours. there were 2 choices of dell laptops and the biggest difference, the reason i paid more was battery life. one said up to 3 hours and the other said up to 5 hours. i went into the store within the first couple weeks after buying the laptop and told the customer service people. I was told i had to either trade them for a new computer or call geek squad to come to me.

I didnt understand why i had to leave the store, call the geek squad and have them come to me when they were right there.

i went home and called the 800 number to make an appointment and was told i could have gone in and been helped there. i didnt need to make an appointment. i was pretty frustrated by now since i stood in line so long each time i went. (i recently purchased 2 cell phones as well and was given the wrong charger, waited in line at customer service only to be told to find another one that was the correct one and stand in line again). I just forgot about it and thought i'd do it later since it was such a hassle.

2 weeks ago my laptop froze. i took it in to best buy and after waiting in a huge line again the geek squad took it and promised they would know what was wrong with it within an hour and call me. i went home and waited 2 hours. i called them. after ringing and ringing i was finally told i would receive a call within an hour. after 2 more hours i called them. it rang and rang. no one ever answered.

i called customer service and a lady answered. i was very very frustrated by now and was upset, but not screaming. i told her the problem explaining again, she interrupted and was very rude and told me she would have geek squad call me back. the store waas about to shut and i said i needed to talk to them now. i was already told 4 hours ago i would receive a call at least giving me a time frame when this would be fixed.

i run my business of my computer, i was on my way to san francisco an hour away, at a reserved hotel to meet up with some potential clients when this happened. I needed to know what time i should tell my clients i will be in the city.
i finally talked to the guy who helped me the first time. he said the problem could be anything they had no idea. it had been 4 hours.

they were linking it up tonight and it would be worked on all night including "4 am." he promised me if he had to come in himself at 4am he would. and that he would call me at 9am sharp.

the next morning 11am, no call. i called geek squad, no answer. i called customer service, no answer. i called the 800 number, they put me on hold while they were on hold for 20 minutes. i was then told that they still hadnt had a chance to look at it. theyve been busy, understaffed. had i know that nearly 20 hours later they still would have no idea what was wrong or how long it would take, i would have left right away, taken my business elsewhere and been able to head to san francisco. i told them to unplug everything i was coming to get the laptop and take it to someone more competent.

i cant believe i bought a 3 year warranty for this. no help still at this point with the battery, i explained during the first visit for the laptop freeze problem about the battery. i was then told to contact dell because they had nothing to do with the battery. When i initially turned in my laptop i mentioned repeatedly i dont care what it costs, i have my business on here and i would pay triple if i had to. I was losing up to $500 everyday this was not available. Cost was not the issue.

the lines are horrible, even though i know about computers and tried to explain what i was doing when the computer froze, no one wanted to listen and they treated me like a kid. when i came to pick up my laptop a geek sqaud employee named kevin helped me.
he told me to go here and let you know there is a lack of employees and help, they ones who are there are stressed out, incompetent and rude.

ive bought about $2000 worth of merchandise in the last 6 months (i wont even start with the problems ive had with rewardzone) and i will NEVER buy anything ever again from best buy. especially no warranty items or anything i might have a problem with.

i took my laptop to the top computer repair people in san francisco and they diagnosed within 2 hours, called me and told me how much and when it would be ready. These are people who recently repaired the computer equiptment on the oil tanker that spilled in the bay area. 2 men run this shop, not an entire geek squad, and when i was there they were available, friendly and knowledgeable. i picked up my fixed laptop 2 days later. it needed a new harddrive which i paid for.

I have 3 years warranty from [Best Buy], 1 year from dell, and i paid overall $400 including an external harddrive i was told to buy at best buy. My laptop itself was maybe $700 without the service plan. I'm calling Dell after this as well and explaining. Ironically, my father called 4 days later and was headed to santa rosa to buy a computer. he asked me if i recommended anywhere. i told him my experience with [Best Buy] and that he should go to [competitor] in the south bay where the TRUE techies go. From now on I will tell everyone this and all my other experiences i've had with the horrible service. they say you get what you pay for, i paid a good chunk for horrible service.

i would like a refund on my 3 year warranty as well as the external hard drive i shouldnt have had to purchase. during the time i picked up my laptop i set my folder of papers and warranty information down on the counter, i was so frazzled and had many things to carry that i left the entire receipt, warranty information, and backup discs there. i called as soon as i got to san francisco and couldnt find them. of course i didnt get through at all for 2 hours. when i did however i was told they would look for them but they hadnt seen them.

i called the next day, nothing. i called 2 days later adn then was told i could come in and get a duplicate receipt and the backup discs i could get from dells website and the receipt was also covering the best buy warranty. i went in and got a receipt and nothing else. hope i wont need anything later.

I spoke to Dell who is williing to extend my warranty and give me a new harddrive, but i have already purchased a harddrive and cannot refund it. They told me to call the 800 number and get my warranty back that i bought from them. I've emailed them at bestbuycares.com, ive posted on forums, i've called repeatedly. The people who go to that store obviously have alot more time than money. no one deserves to be put through so much.

I paid for a 5 year warranty on my washing machine and recently it dumped 15 gallons of water on the floor of my 4 year old house! I called them the first time and they said they had to do research and would call me back in for hours. Called them a second time and they said the technician would be her saturday. I personally called the technician and his office does not work on the weekends and the earliest would be monday. The third call they gave me a request for another repair center that isnt even listed and has not called. My washer has been down since wednesday and I have a wife and 3 kids worth of laundry that is piling up. At this point what is the point of the warranty being offered if its not effective?

Since that first day I have been trying to get the TV fixed!! The first time dayle came out and looked at the TV was when I lived off on cummberland road, which when I ask Best Buy service if they have any of the reports of him going out to that adrres they say no "which is a littile funy to me" Since that first time Dayle looked at the TV he stated it was the projection light and I stated to him why would you think that? You can see that the projection light is on in the back of the TV, but yet he ordered that part and some other part. Well i saw Dayle again about one month and a couplde of weeks later when he came back to install the part. Dayle goeas to open the back of the TV and see's that the light is not the problem, he goes to move a wire and the TV turns on!

The TV works great for about a few months, till it happens again. I take a day off of work to meet him out there. he arrives and grabs the remote and the TV turns on and Dayle goes on his way.

The same problem happens again and but this time the TV turned on after a few day's, so I had called to cancell the appointment.

I have another guy come out on a Saturday and again it took about three weeks to get some one out here and here comes the good part he grabs the remote and the TV turned on for him and he is gone.

About three days late we called Geek squad to change are scheduled appoint ment for a Saturday, because I can take any more time off of work really anymore because I am just to busy and it takes me about two hours round trip to get to work. We had filled a complaint against Dayle this time and we stated to Dorthy the supervisor in charge that we did not want to file a commplaint if it was going to bight us in the butt in the long run.
Guess what it looks like it did bight us in the butt. a few days later after scheduling the appointment the mannager Marcus I think his name was called me and stated the only person they had workin on Saturday was Dayle and I told him great send him I want to watch my TV again in the living room and that I had no problem with him comming out here. At this point I have been with out a TV for a month and a couple of weeks!

So today is November 14th and today was the day that they were going to fix my TV. This morning I recive a call from the Geek Squad, but I was unable to answer the phone call, but I called back very quickly and spoke to a lady very quickly before I was transfered to a supervisor who told me nothinf really but that I would hear from one of the upper mannagement people with in four hours. It has been over four hours and no call.

I purchased a computer from best it was an HP that they had on sale. The one I purchased I was told it had been optimized by geek sqad already and this was why it cost an additional 40.00 Dollars. I was then told that I had a 14 day no hassel return policy on the computer by the sales staff. There was no mention that the 40.00 Dallar geek squad fee was not refundable.

So this computer is defective after 3 days and I go to take it back for exchange. I find another computer that I like and I decided to get it for the exchange. I get to the counter and I am told that I will have to pay extra because they could not refund the 40.00 dollars that was spent on the optimizing of the original computer. I ended up having to pay more.

I get this computer home and after a week it is bad so I go and take it back and just ask for my money back. They tell me they cannot give me my 40.00 dollars back and then charge me an additional 15% or 84.00 dollars as a restocking fee. So now I am out 124.00 dollars because they sold me to defective computers. (still within the 14 day no hassel return policy). I would love to have a lawer tackle this one. Thank You

I purchased a Toshiba laptop in May 2009. It was working fine until August 2009 when the computer suddenly stopped working. The fan was still running but there was no image on the screen. I called the Best Buy number to troubleshoot but I could not go further since the battery compartment was jammed and the phone tech told me not to force it open or the warranty may become invalid if it looked damaged. He asked me to take it to the nearest Best Buy and have them look at it.

Best Buy Geek Squad told me they would diagnose and call me within 24 hours to advise me if they could fix it there or need to send it out to service (The service center is in Chino, CA). I asked them to take care of my computer as it was in new condition and I didn't want it scratched or damaged. The GS tech assured me they would take good care of my laptop. I waited to no avail.

Finally, after two weeks, I called them and they told me they had been trying to reach me (I left the best number for them to reach me which is my cell). They instead called a residence phone number at a home where I do not spend much time. When I called they told me it was fixed. I asked them if they were sure. Then put me on hold and said oh no it wasn't and they would need to send it to the service center and needed my authorization. I expressed my concern of not having had an opportunity to back up my data since it went out suddenly and they told me they would back it up and I could come in and have the data transferred to my external drive. They told me they would call me when the back up was ready.

It was a week and I heard nothing. Finally, I called and the tech told me the computer was still there and the backup had not been completed. He apologized (the only apology I have ever received from Best Buy) and he said he would personally make sure the data was backed up and the computer shipped to the service center. It was finally shipped. It stayed over at the service center for more than three weeks. The hard drive was replaced.

I went to pick it up and the computer had many hairline scratches on the cover. The computer had a new hard drive but they advised me I would have to reload the operating system (even after the service center assured me that it would come with the same Toshiba drive it had when I purchased it including the operating system and basic software).

I was upset that the computer had obviously been damaged and that I had been mislead to believe that it would have the OS. I left it there and called corporate to no avail. I was upset that the service had taken almost two months, the computer was scratched, and the operating system still needed installing. I felt cheated as i left a new computer in their hands and now basically had a used and misused computer.

Since no one in the Best Buy organization was willing to help me, I decided to pick it up and donate it to a disadvantaged child; however, when I brought it home to reload the system software, it stopped loading at about 40%. I left it running overnight and finally decided to retry the installation. It went blank again just as it had when it first broke down. I was back at square one more than two months later. I took it back to Best Buy and they told me they would have to send it back to the service center to replace the screen and they also indicated that perhaps the reinstallation/restore disks were bad. I don't believe this since the disks were unsealed and right out of the box.

I asked them for a new computer since I had already spent more time than I could afford trying to get this computer back in working condition and this would be the third major item being replaced. They replaced the entire bottom plate, the hard drive and now the screen. They indicated they could not do anything and would have to send it away again. They told me they would put a rush on the pickup to the service center. The service was disrespectful, unprofessional, and non customer-service oriented.

I called Toshiba yesterday and asked them what I should do, and they told me to send it to them and they would fix it or give me a new one. No one at Best Buy had ever told me that I could send it back directly to the manufacturer (It was still covered under the limited warranty since it is only a few months old). I told Toshiba I had dropped it off at Best Buy and since it was on a rush order to ship back to service center, I would call to find out if I could still retrieve it from Best Buy so that I could send it to Toshiba.

Toshiba processed my claim and indicated it would take a total of seven days to get the computer repaired or replaced and not weeks. I asked Toshiba why Best Buy never mentioned that I could go through Toshiba instead of the Geek Squad and the tech indicated that, that is how Best Buy makes its money...selling warranties...and then not having the full capacity to service the products.

I called Best Buy and of course the computer was still there (they did not rush my computer anywhere...another misrepresentation of the truth). I picked up the computer and I am now waiting for the box from Toshiba. What an awful experience. In the meantime, I am without a laptop. I will be purchasing another laptop today since I am a graduate student with lots of work to complete and little time to be messing with the unreasonably look waits and slow response from Best Buy. I am hoping that Toshiba will be better.

I will never again purchase anything at Best Buy and I would never buy an extended warranty from Best Buy. This is not the first time, they have proven to be less than honest about their policies and they are totally cavalier in their response to the customer's concerns. My laptop is still not working after almost three months of service at Best Buy; I am behind in my school work; and I have spent over eight hours of my time waiting at the best buy geek squad counter. The laptop I purchased in May 2009 has been in repair longer than it has been in functioning status.

In August 2008 I purchased a Toshiba laptop computer from Best Buy in midtown Manhattan (note: this is not the location against which I am filing a complaint). The laptop made funny noises right out of the box when the hard drive was running. This developed into a situation in which I decided to take advantage of the 2-year protection plan I purchased with the laptop and take it into the Geek Squad for servicing. Because its location was more convenient for me, I chose the Best Buy Soho store at 622 Broadway in NYC. I told the GS "agent" what the problem was, left my laptop with them and was informed that I would get it back in about 2 weeks.

Not much incident here - I got it back in 2 1/2 weeks - but apparently, it was not properly fixed. I noticed that the funny screeching sounds from the hard drive still occurred, albeit less frequently, but nonetheless hoped that somehow the problem for which I had the laptop repaired in the first place was remedied. Fast forward to Early June 2009 when the entire laptop quit working. I went back to Geek Squad at Best Buy Soho. There was only one agent working the counter that day - his name is Michael D. I gave him full background of my laptop's short history and explained that it simply would not operate now.

I waited in the store patiently for over 1 1/2 hours (as I did the first time I took it in) while he figured out what to do with it. He mentioned that the last time my laptop was "fixed," whoever took care of me made a mistake and it didn't have to be sent away, as the problem could have been easily solved in store. Now, after alternately tinkering with it and disappearing from my sight, he said that it would have to be sent away for servicing and I probably would not get it back for 3 weeks. I agreed, and waited for him to hand me some sort of paperwork for pick up. He did not. I asked him - three times in varying ways - don't I need paperwork to pick up my laptop? He replied every time, in effect, "No - we have your phone number on file and that's enough to look up your account." And added something about how he's trustworthy - "Don't you trust me?" or something like that.

Reluctantly, I left without my laptop or the vital recovery discs it came with (Mr. D said that the servicing center may need them). Three weeks went by. I received no call. Between the three week mark at which I should have received my repaired laptop and the 5 1/2 week mark when I finally did get it back, I made approximately 7 calls to Best Buy Soho. I can provide names and dates and what was discussed if necessary. Essentially, every time I called, whatever agent took the call had a difficult time locating my laptop, and asked if I had an order number. I did not, since Mr. D did not provide me with any.

Around the third time I called, a helpful agent named Michelle told me that they did not have my laptop because somehow it was sent to the wrong service center for repair. That center had to return it to BB, then they had to ship it out again to the correct facility. She was the only employee who gave me any reasonable answers. After a few more frustrating attempts at getting answers over the phone, I went to the store location in mid-July, found the manager right away, and made my complaint. A supervisor named Eric, with whom I had dealt on the phone and was entirely unapologetic and apathetic, suddenly rushed to the manager's side while I stated my issue. Eric was ordered to figure out what was going on with my situation.

I saw Michael D at the Geek Squad counter and went to him right away to inquire about my laptop and remind him of our meeting over 5 weeks ago. He claimed to not remember me, and adamantly said that he would never send a customer away without paperwork - in essence, calling me a liar. I told everyone involved that I was leaving that day with either my repaired laptop, a new laptop, or my money back in full. Miraculously, my repaired laptop was there, though no one had bothered to call to tell me it was ready.

Upon first inspection, the adapter didn't look like mine (I had given them my adapter along with the laptop and recovery discs), so I asked Mr. D, is that my adapter? I was not sure; it had been almost 6 weeks since I'd seen it. He replied, unequivocally, "Yes" (with a tone that implied 'of course'). He was nice enough to download Firefox and MS Office onto my unit to compensate for my being ridiculously inconvenienced and repeatedly blown off, as if I couldn't download Firefox or MS Office to my unit myself. I asked where my recovery discs were. They couldn't find them. Eric the supervisor disappeared supposedly to find the discs, but he never returned, and I was finally sent away with a crappy, malfunctioning adapter and none of my recovery discs.

I purchased a HT-X710T DVD/Audio system a cool but discontinued DVD player with Bluetooth streaming audio, USB video/MP3 playback and speakers at a great price even with the Black Tie coverage and found that Best Buy Geek Squad denied repair service of this unit.

I run home with my new toy but upon setting it up I found that the remote did belong with this device, and my universal could not handle the all the unique features of this DVD/audio system. So I get online and find the model of the remote, call Samsung to ask what other remotes (including universal) may work with this device but only one remote can work. I write down the model and then drive back to BestBuy (~20 miles) and talk up their Home Theater team and we start digging through their remote drawers 30 minutes later we still could not locate the correct remote they then offered to sell me a universal remote but I told them my experience already with a universal its not made to handle this unique device. Then I told them that Samsung had quoted me $29+$10 S&H for the correct remote. The sales agent happily offered to give me an additional discount on the device to make it right for the customer and give me what I thought I purchased. So we take the $65 and subtract $40 and get a total cost of $25 + the Geek Squad coverage. Seriously a great bargain for me!

That night I get to playing with the device, I could use the very basic controls on the body of the device to start DVD playback but found that the screen was filled with artifacts (random colors/static) and was unacceptable. So having been sold on the Geek Squad Black Tie coverage the previous day I call the store and they say to bring it in and theyll send it out for manufacture warrantee! Cool saves me the shipping hassle and getting the details to have it done.

I take the device in and they accept it, it then takes 8 days for it to actually ship out from the Bellevue Best Buy to their service/repair station in Kent WA (~30 miles). The device then suddenly is listed as Final Inspection on 9/30 Great! Im about to get my repaired DVD player!

I get an automated call Monday 10/5 stating that my DVD player is ready for me to pick up I call the store to confirm and get more details and the lady in the Geek Squad team spoke to me in an accusing tongue for doing something shady as far as I can tell the shady thing was buying an item off their sales table and returning the next day due to it not working. How that makes me shady I have no clue and I took great offense to that they were more than happy to sell the device and make their profit by selling the Geek Squad Black Tie coverage!

I drive to the store to pick up the DVD player and continue to feel in the wrong by their manner, I demand my device back first (To avoid being credited back without choice and losing my device) and then asked for a manager to discuss this failure but there were no managers around, I was told that the managers had discussed my purchase of this unit in detail and were refusing to repair the unit in fact they were guided to have me accept my money back for the device. This is not what I wanted I may have paid a lower price but I indeed bought this DVD player with all expectation that it would function there was no As Is notice on the device, it was sold as a product off their floor, and was sold with the Geek Squad protection. If these are unreasonable expectations the device should not have been sold at all.

Having no reasonable explanation of why the device was returned unrepaired, and no feedback from the Geek Squad agent about why they didnt just return it for Manufacture repair (no cost to BestBuy!) I spot the service location phone number on my service order. I call the repair center, give a quick recap about the device being returned and was told it was done because the Bellevue Best Buy did not produce proof/receipt of the sale to prove it was within warrantee period. When the service center asked for it, a manager type at Geek Squad saw the purchase price and denied the warrantee repair. It doesnt matter what price I pay it was sold and should be covered, Especially if the bill was on Samsungs plate!

Within 5 minutes of leaving the store, I get Samsung repair on the phone they authorize the repair; even without receipt the warrantee for the device was available until November (will extend to one full year once I fax my receipt). Thank you Samsung! Supporting a product that your retailer refuses to.

Today (10/6), after waiting for a few days for _anyone_ at Geek Squad to call and explain what failed in their support process, I call in and speak to a poor man in the middle; as no managers were available (again? Tuesday @ 3pm?!) he was able to at least get some information to me about why it was denied by their management its still unacceptable but heres their side of things
The unit was purchased at too steep of discount, the salesman was not authorized to discount the price further by correcting the wrong remote at the time of sale (he was honoring the sale and pleasing the customer NOOOOOO!)
The unit should have been replaced or refunded if returned within 30 days. Their service department (according to the sales managers) refuse to repair any device that should have been swapped out within that 30 days.
The Management team balked at anyone footing the repair cost for this $25 device as basic repair would generally be many times the purchase price
The Management thought that something shady was going on the sales price was too low and my actions of wanting a repair seemed suspicious (Agent corrected his words and suggested management thought the sales person did something shady, not the customer- Seriously? Then why not communicate ANYTHING to the customer yourself?)
The Management really wanted me to return the item for the $25 + Geek Squad protection not accounting for the $40 for the remote already received from Samsung out of my pocket

So it appears to come down to
The sales team failed by supporting a customers purchase by replacing the wrongly sold remote control.
Sales team failed again by selling an item under cost (.??! Managers 50% off the last clearance price anyone?!)
The Geek Squad team failed by accepting the device for repair even if considered a Manufacture repair within that first 30 days
The Geek Squad Management team failed for not simply telling me, the customer that they can either refund the money or have me ship it directly to Samsung within the first 30 days

A lot of noise for a $25 DVD/Sound system (+GS Coverage+$40 remote total around $100 or just under 25% of retail) but if youre going to sell it and profit off the extended services, you should support it. If its not going to be covered as a working covered item then dont sell it, or put a As is sign on it. You couldnt sell it at full price, thats not my issue you sold it I bought it you support it.

Im told that my Geek Squad coverage is _NOW_ valid as Im 30 days past the sale (its been in their frigging hands for 30+ days!)
The Geek Squad agent said that since the device is now out of the 30 day return policy that if any electronic component of the device fails that they will send it in for service, but if its not repairable then they will credit the PURCHASE price ($25) toward a new system not replace it with a like system. I read the Geek Squad coverage, this would be correct but anyone want to take any odds on them actually footing ANY repair bill for a $25 system that retails for $450+? I have a hunch that any attempt to get this device repaired after the manufacture warrantee period will be flat out denied regardless of the stated coverage that says the device will be repaired if the repair cost is less than the market price of the unit, if the repair is going to cost more than a refund/credit of up to the purchase price will be granted to the purchaser. (Repairs and price at Geeks Squads discretion)

There is no logical reason why it took Geek Squad 32 days to decide not to repair it and no reason for their management to hide and not just simply explain the reasoning granted I dont like their reasoning but they could have given me a workaround instead of the runaround. Stating I could ship it or return it would have been pretty simple, instead they choose to act like Im pulling a scam on them and avoid talking to me so with their behavior Im more than happy to share my experience to those that may consider their Black Tie service it failed for me, I believe its pretty well documented I

My timeline based on Geek Squads repair details (image below), there is no current ask of Geek Squad other than their assurance that the Black Tie coverage will be valid and not ignored in the event of failure 365+ days from the date of purchase.

10/5 After walking out of the store, I call Samsun repair and schedule shipment of my DVD system for repair under warrantee

My HP laptop that was purchased 6/10/09 started having malfunctions with InternetExplorer, and then it wouldn't do a system restore. I took it to the GeekSquad at BestBuy to do a warranty repair. I was told it was either a softwear issue, or bad hard drive, and that it needed to be shipped to the manufacturer for repair. After two weeks I get my laptop back to find out that they only blew the fan out. The employees there were too busy trying to flirt with me than to get the repair right. When I addressed this with the GeekSquad manager, I was told I should have read what was put down and that that was all they were going to do.

After getting my laptop home, I then find out that it is even more messed up than before. Now I have Error pop ups, and my mediaTV quit working. My husband and I then took it back to BestBuy to discuss their damaging my computer further. We were told that upon purchase of a laptop, you must pay an additional fee of over $100. for them to "peak" your computer. They said that HP is known for these problems with their softwear and computers not restoring.

So knowing this problem exists, you can not buy a computer and just take it home. If you do, then the GeekSquad requires you to pay $139 for them to look into repairing the restore issue. They told me that they can't send it back to the MFR for repair. Thus you do not get any warranty on your laptop through BestBuy. They tried to tell me the 14 day spill, but will not honor it since they had my laptop over two weeks to "blow out the fan"..My 1GB $350.00 GateWay runs better than this brand new 4GB HP from BestBuy. I have purchased 8 laptops from BestBuy and have never had such a problem with having them replaced when they went bad. But it seems that BestBuy has taken up the company policy to misslead it's consumers, while this location finds it ok to sexualy harass and discriminate it's women customers.

"If you have questions about your service experience, please contact the Geek Squad Precinct within your Best Buy Store" What a joke! I have an HP Touchsmart laptop that I bought in a best buy store in May 2009. I bought the Geek Squad warranty (3 years) with it for almost $300.00! August 27th it stoped working. The computer would turn on but not boot up.

I took it to best buy geek squad and spoke to "z" he stated that it could be the hard drive or the software. Z said I had to pay them 130.00 to run diagnostics and that would cover any repairs and that if it was the harddrive, that is covered under warranty so the 130 would be refunded back to me. Why do I even have to pay 130 or 99 for back up? I paid them 300 in the beginning for a warranty and I am being charged the same price for back up and repair as any yahoo that walks in without a warranty!

On August 31 I got a call from "Z" stating that it was the hard drive and that the 130 would be refunded, but because it's a problem with the hard drive, they will have to replace it and I will loose everything on my computer unless I pay them 99.00 to back up the files on my computer. I said okay and they stated it could take 3-4 weeks to fix (I go to college online.) On Sept 1 I got an e-mail stating the computer was being shipped to the service center for repair and if the agent needs adl't information, i will be contacted.

On Sept 4th I recieved a call from a women at the service center that said they replaced my harddrive and they have it in store that I need to bring my restore disc that came with the computer to the store so they can re-install everything (Question: I have been reading a lot of reviews about this and why is it that a huge COMPUTER REPAIR company within BEST BUY does not have the nesassary discs to complete the repair?) I said okay and I hadn't heard anything for a few days (now they have had my computer 1 and a half weeks, again ONLINE STUDENT)

So I called them today, Sept 9, 2009 and spoke with "Z" at the Garland store (VERY RUDE) could barly hear him on the phone and he said how can I help you what is your name make of computer when did you drop it off, what is your phone number (like he couldn't find it) and I told him that I had received a phone call stating it was back in Geek Squad's hands that i needed to bring the restore disc in the next few days because it was getting close to being done, and he said he had no idea what I was talking about, he said that the computer is at the service center waiting on additional parts, I said "when the lady called me she stated the harddrive had already been removed and a new one installed, what additional parts are needed?" and Z said "I don't know, it doesn't show us that".

you work there and you can't tell me what they are doing to my computer? and pretty much he said no, said he could esc the situation and he would MAYBE call me back in the next 2-3 days, but other than that he can't do anything. By this point I am noticiably angry and upset and being loud with him and I said "so you can't help me let me talk to your manager" he said no, I can't let you until you tell me why, why? Because I am angry with level of customer service and the level of customer service I have received from GEEK SQUAD!

Well, Z said his manager couldn't do anything for me either that I would just have to wait to find out what else needed to be fixed on my computer, I told him I didn't care, I wanted to speak to his manager right now, or I am going to sue, call the BBB, and the attny general to file a compliant, he still refused, and I told him you either transfer me to your manager, or we will both sit here in silance because I am not speaking with you any more, transfer me to a mangr! and he said fine, and put me on hold for 15 minutes b4 I finally hung up.

I called right back and asked to speak to the manager over of the geek squad and got the same run around, was placed back on hold for 20 mins and then the phone picked up, and hung up! What I am suppose to do? I need my computer to go to school and geek squad isn't telling me anything about anything! All I want is to know what is going on with my computer and they are doing that for me! Also, the Service Update Emails from Geek Squad are ridicoulus and lack any type of information!

I purchased my Acer Extensa 4420 laptop during October 2008 and it broke in March 2009. I took it to the geeksquad in the Mira Mesa branch in San Diego as my laptop is still under waranty. The geeksquad agent requested me to go to the customer service department to print out my receipt. It took 3 hrs to find my receipt, as they finally found the receipt I noticed they printed out the wrong one because my laptop is a Black Acer and not a Silver Toshiba. After the I told the geek squad agent and he noticed the difference, he decided to look for the receipt himself and found it within 20 minutes.

I asked the Geek Squad Agent if my computer will arrive before 2 weeks because I will be moving back to walnut which is around 80 miles from san diego. He said the ETA will be 2 weeks from now which is 1 week before i move back to Walnut. After I moved back to walnut, my laptop is still under repair. During April 2009, my laptop has finally come back but they need the recovery disks and AC adapter for restoring the OS. I asked if they can mail me my laptop and I can pay for the shipping costs, but the representative told me they do not ship at all regardless if i pay or not. Then i asked if i can take my laptop to another closer location to restore my OS and they said that another location will not provide such a service because restoring the OS is a sort of service, and not a requirement.

So after finally findng the time to drive 80 miles (total 160 miles round trip) to get my laptop during May 2009, I brang in the required equipment (recovery disks and AC adapter) to restore my OS, they said that it will take 1 day to restore the OS. The next day, guess what happens? Geek squad calls to inform me that theres they'll need to replace the motherboard because they installed an incorrect one and they will need to send it back in for repair which will take another ETA 2 weeks.

Around mid June 2009 my laptop is back, and ready to pick up. I drive another 160 miles round trip to pick up my laptop. When I got home, its suprising that when I turned on the laptop the screen was black and said "no operating system" found? LOL? I just drove 320 miles and wasted 2 months of my time waiting for a laptop with no operating system. So after entering the system restore CD's I was forced to pay $20 for, the screen says "incorrect partition available." I didnt want to bring it back to Geeksquad as I was scared to go back, so after asking around I finally figured out how to restore my OS.

After 2 weeks with using my laptop, I realized that HEY my Acer Extensa 1.90GHZ, 2 GB RAM turned into an Acer Turion 1.80 GHZ, 1.80 GB RAM. So I took it back to Geek squad at the Rowland Heights branch immediately after I found out, I complained to the representative how it took months to fix and now they cheated me and downgraded my sytem without even telling me. The only thing the rep said was they dont understand how this could happen and this is a "RARE" case. So they took it in for repairs which is going to take about another ETA 2 weeks.

As I got my laptop in late July 2009, after using it for a day i noticed that the WEB/BLUETOOTH buttons doesnt move anymore. The next day I took it back in Geeksquad and the agent said that it must be the screws are too tight and they'll have to look into it, it'll take a day or so. The next day, it was so surprising that Geek squad called me and said that it can't be fixed in the store and they'll have to send it back in for repairs. The ETA is 2 weeks again. 2 weeks later, I get a call from the repair department saying that they are replacing my motherboard. I called back the repair department asking them why they are changing my motherboard when its only the buttons that dont work, the repair department representative department told me that the buttons are too loose on the motherboard and so the whole motherboard has to be repaired. Does that make sense?

One rep says the buttons screwed on too tight, the other rep says its too loose? Whose correct? So anyways, being helpless as I can, the rep said it'll take another few weeks because my motherboard is on order and after they get it they' will work on it from there. Yesterday, September 7, 2009 I get a call from bestbuy saying that my laptop has been junked WITHOUT MY CONSENT and that i am eligible for an exchange. So I went back in to best buy and was told that my laptop is only worth $299 and the cheapest laptop they have now thats compatible is $399.

I have to pay another $140 for a new laptop when I only used my Acer for 5 months, took 6 months to repair and they finally JUNK it without my consent. I asked if I can have my laptop back because it was working fine, the only problem is the buttons don't work. The representative told me that they couldn't do it because the repair department already junked my laptop. I either take the store credit $299 or pay $140 to get a new laptop. I feel that i haven't even used my laptop for 1 year, and is forced into buying another laptop from best buy. I took the store credit, but I never want to buy from best buy again.. DO NOT BUY FROM BEST BUY OR USE GEEK SQUAD!! Not to mention, Geeksquad never picks up their phones, 1/10 calls they will pick up or hang up your call.

I was going to write a nice long story about my experience but after starting it i realized it would be to long. So here is the short version. Puerto Rico= NO CUSTOMER SERVICE. Virus Infected Laptop= Started at $150 to repair. Final Cost= $370! With NO choice but to pay or they keep the laptop. On going issues= Yes. Work was incomplete.

Able to discuss issues with someone knowledgable= NO. Work remotely close to satisfactory= NO. Does anyone at GS/BB seem to give a [care] =NO Am I going to pay for shoddy service= Not a chance I will dispute it. Will I ever shop at or take my products to BB/GS for service= Never Again.

On a side note, I am lodging a formal complaint to BB headquarters about the service I have recieved and seen in BB Puerto Rico. Never in my life have I seen so many people standing around talking or chatting on a cel phone while at work. Best Buy needs to be made aware of this and have something done. While I was waiting for my computer at one point I counted 9 people milling around doing absolutely nothing behind the customer service desk while all I had to do was turn my head to the left and see people looking around for someone to help them. Just seems wrong somehow.

Economic Damage= $370 for incomplete service, $20 in wasted gas driving back and forth, 6-8 hours wasted dealign with the situation. Undetermined amount of business damaged due to incomplete work.

I took my computer into store 7/19/2009 for cd restoral settings, which would take 72 hours for repair. However it ended up taking them 3 weeks before I could pick it. I noticed video card had mild blurred lines when clerk first opened up at the store location. 4 days when I tested a musical cd the audio wasn't working. I then took it back to the store where I was told an audio/video replacement card was needed. However prior to the hard drive crashing these features were working.

8/25/09 I noticed that the computer had a gap on the front of shell, where it may have been opened or dropped. The condition of this laptop was not like that when I took for repairs. I went to the store manager (Rick) who stated that their policy is that if a computer is dropped then that employee would have to notify him. I am not satisfied with the managers response to damages on my lap top. Cost for restorl was approximately $139 and why wasn't the audio/video issue brought to my attention at the time I pickd it up.

Bob

I had aproblem with my lap top computer. called the geek dept and was told to bring it in so they could take a look at it.I took it in and the geek that we talked to never even offered to look at it. Just advised us to buy a new computer. Just went on and on about how a 2 1/2 year old lap top was out dated. It would cost us at least 200.00 to fix and probably more like $400.00 or $500.00. I use it for our home use only.

Your wasting money paying a geek squad in Little Rock AR. We want ever go back to your customer service area either. They acted like they were very unhappy to wait on us for a credit card application. Hey, your paying them to run off customers . I will say that your sales people were very helpful and friendly. Just wanted you to know the geeks and customer service folks need a review.

I brought my 4 year old Apple to Best Buy Geek Squad due to sporadic shut downs. After reading information on the internet about similar problems, I informed the Geek Squad that I suspected a bad power supply. They informed me that they charged a $70 diagnostics fee. They also informed me that there would be a $100 charge to add 2 gigs of RAM about which I inquired. After three days, I got a call stating that the problem was in the Operating System and that a $130 services was needed to fix the problem. The 2 gigs of RAM were now going to cost $170, not the $100 originally quoted. Service to fix the problem was OK's, but addition of the RAM was not. I had just updated the OS several months before, and never had a problem, but they are the experts, right?

Several more days passed, calls were exchanged, and I was able to pick up the computer. After bringing it home, it shut off just as before. They said it was still under warranty for the services performed, and to return it. After several more days, I received a phone call stating that the problem was the power supply after all, a suspicion I reported when I brought there in the first place. I was informed by the Technician that the power supply was a "proprietary" item, to which they did not have access. "If you can bring us the part, we can put it in." Promises of obtaining the part number and returning phone calls were not kept.

I was informed by the Technician that my service charge (prepaid prior to work performed) would be refunded. I informed them that I would pick up my computer and wanted a full refund, including the diagnostics charge because they withheld information about not being able to fix a suspected problem in the first place. The supervisor stated that it is not their policy to refund and that all services were OK'd by me. They offered to find and install the part, which previously was unavailable.

By this time, Geek Squad had proven themselves to be non-trustworthy and inept, so further service was declined. The Geek Squad wasted 2 weeks of my time, performed unnecessary work, delayed repair of my computer, and they refused to refund any of my $212. I filed a complaint with their central public relations division, but they reported they could do nothing about securing a refund. They seemed genuinely disinterested that their employees provided misinformation, low-balled estimates, performed unnecessary services, failed to follow through on promises, and showed a pattern of general deception. Resolution will continue to be pursued.

In November 2008, we purchased 4 laptops (2 Acers, 1 HP, 1 Sony), an IPOD 32GB Touch, HP CPU (with keyboard, mouse), and an HP 19" Monitor. We were offered an extended warranty at a considerable cost for each item but also assured that the various manufacturers' 1 year warranty would be more than sufficient as the extended warranty would begin after the manufactuers' warranty ended.

Two (1 Acer and the Sony) of the three laptops are completely useless (due to manuf. defects) or more than 50% useless. I returned them to the GEEKSQAUD for repair, as advised by BestBuy, paid $170.00 (85.00 each) as the required fee to have them sent off for warranty repair/inspection. That fee was non-refundable since both "estimates" for repairs were more than the original cost of the items when purchased. The third one (Acer) developed a virus (user error) and we were charged $219.00 by BestBuy/Geek Squad as their in-store fee for work related removal and clean-up on 7/29/09.

On 8/7/09, we were advised that there were additional problems that required sending it off for warranty/manu repair - we were told it would be a few more days and additional fees. The Ipod's glass face cracked in Mar/Apr and we were told that it had to be sent off to the only place making those repairs - BestBuy gave us the name, number and information required for that repair. That company has lost the Ipod and needs pertinent information regarding the purchase date/price/serial number to even locate our IPOD.

I contacted BestBuy only to find out they do not keep any records as to serial numbers, etc. for products sold and they couldn't help us at all ... however, they helped us replace the IPOD for my son by selling us a new one.

We've spent thousands of dollars and have little or nothing that is even usuable and we cannot seem to get any help from BestBuy except to be told we "should have purchased the extended warranty" several times when our electronics weren't fixable without spending more money. I am extremely upset, disappointed and want to know why they continue to get away with this blatant lack of customer service or respect for the consumer. Our losses total $9000.00 (purchase prices plus fees charged for different useless services that weren't provided)

Nightmare began 12/20/2008, I made a christmas purchase in the amount of $284.82. One item I received was an Insignia Dvd Player which turned out to be defective and return it to Geek Squad. After much complaining on-line and many months on the phone as well as the local store, I've not received the monies I was promised. Lately, since May 30th and many errors later, I was promised in writing that a credit in the amount of $214.39 would be in the mail ASAP, instead I received $5.34.

Later, I was told that it would take 7-10 days. When that expired, again they tacked on another 7-10 days and so on and so on. I've spoken to Supervisors, Riverside Store Manager Gretchen, Geek Squad Manager Manuel etc. But to date I've received nothing after many promises. I'm tired of calling and calling and told a Supervisor will call back and no one ever does. I spent too much time and money and driven 600 miles to retrieve this item since this was a Christmas gift I purchased and had to go and get it back so that I can get it repaired, but it was never repaired and no effort to contact me was ever made.

After nearly eight months and many phone calls I finally got a so called credit, but I'm told I can't make a purchase unless it's in a gift card, but the problem is I have not received this card nor the money I was later promised instead of the gift card. I just tired of talking for hours at a time. I get transfered from one person to another and another and promises are made, I never hear back.

I bought a stereo that plays DVD's. I entered a feature that allowed the play to enable while driving, a feature that the manufacturer allows, so you can play it if you drive as it's basically intended. Do you really think people would buy it to entertain their kids on long drives if you had to park? Geek Squad wrongfully installed something, but then told me the warranty is void due to it allowed for play while driving. Who cares, Best Buy? Disable phones from text, cars from going over 65mph. The problem is they wrongly installed the retracting antenna. They put in a DVD and checked if this feature was disabled purposely to void the warranty. I have it for my kids. I own a bluetooth and refuse to text and drive. I don't drink and drive and I am a responsible driver.

Computer was originally purchased on 12/22/08. On January 2009, after-market installation of video card, extra memory, and power supply was completed. On May 20, 2009, computer was dropped off at Best Buy for repair. The power in the machine was consistently cutting off and it would take 3 or 4 tries to re-boot. On June 4, 2009, we were notified that the computer was available for pick-up but not repaired due to issue being caused by after-market video card. I arrived at the store with receipt indicating that video card was also covered. Video card was exchanged and I left the machine in store. The tech in store replaced video card. On June 5, 2009, I stopped at Best Buy to retrieve the machine. I took unit home. Unit failed to boot at home: same issue that originally sent the machine in for service. I returned the unit to Best Buy.

On June 5, 2009, the in-store tech again replaced the video card after running some diagnostics, but was unable to repair the unit. I was informed that the unit would need to be sent out again. On June 17-18, 2009, I was notified that the unit was ready for pick-up. I arrived to pick up the unit, at which time I was told that the hard drive was replaced and was asked if I had brought the re-load CDs. No one had told me to bring those CDs. I took the unit home to do the install myself. Upon getting the unit home, I removed the tape that had been placed on the 2nd (unused) drive bay door. The door would not stay shut; it had been broken sometime during the repair process. I immediately called Best Buy and was told to bring the machine back in and that the repair to the computer drive bay would be expedited. Also, I took re-load CDs into the store so that operating system could be re-loaded.

On July 4, 2009, I called Best Buy on my way home from vacation. I was told that the computer was not ready yet and was scheduled to be in on Monday July 6, 2009. On July 6, 2009, I called Best Buy and was told that the machine was not in and would not be in for another 5 or 6 days since it was being sent UPS and not expedited. I was also told that it may be in this afternoon, so I will be stopping by to check on it.

On July 6, 2009, I stopped at Best Buy on my way home from work. I was informed that the unit was in. The tech went to get it, at which time I informed them that they had my software and were supposed to re-load the OS. After about 20 minutes, he finally found the disks. They told me it would take 5-6 hours to re-install the OS. I informed them that I would be back the next day to pick up my machine.

On July 7, 2009, I arrived at Best Buy 24 hours after my last visit. After a long delay, I was finally informed that they were having issue loading the OS. I was finally told that it would probably have to go back to the repair center since they couldn't load it! I left the store, called and spoke to manager Mark ** to express my dissatisfaction. I got the standard reply, "I'm so sorry about this. Call corporate." I called 1-888-Best-Buy and spoke to Geraldine. After a 50-minute phone call, I was told that I would be receiving a $50 gift card in the mail and that a request would be submitted for a machine replacement. This would take 3-5 business days.

On July 10, I called 1-888-Best-Buy for a status. I was told that it would actually take 5-7 business days, so no news yet. On July 13, I called 1-888-Best-Buy. The person I spoke to was unable to find any information about my prior phone calls. I was informed that I would be getting a phone call from Geraldine within an hour. No phone call was ever received. There were other issues every time I call the Geek Squad at the Glen Burnie, Maryland Best Buy. The phone rings endlessly and then someone picks up the phone and then immediately hangs up the line. This is very frustrating and happens at least 3 times before I get through to a Geek Squad member. I have now been without my computer for almost 8 full weeks.

Over the past several months, we have bought 3 computers, 2 microwaves, several phones, misc. videos, batteries. For my birthday, Jerry surprised me with a digital camera on April 23, 2009. Today, July 03, 2009, I went to take pictures and the battery was dead. We went to this store and asked for help. We needed not only a battery charger but also the cables that were missing. After several people and numerous excuses, we were told they would not do anything for us, so we left with the camera not fixed nor working.

This did not set well as you can imagine, not only because of all the money we've spent in their store, but the way we were treated. We've had several experiences with computer problems, which they fixed after having to take it in many times, due to a different person telling us different problems. We are not pleased with their services and hopefully, we'll find a better place to do business with. It's a shame they don't live up to the standards of the Best Buy name. We, thank goodness, have corrected the problem with the camera ourselves.

In March of this year, I took my HP laptop to Best Buy because I could not get on the Internet. All the other systems were working fine. The next day, I got an email saying the hard drive was bad so I went back to the store. The young guy at the desk told me if I would bring them my receipt of purchase from Staples, they could replace the hard drive under the manufacturer's warranty. I promptly took the receipt to the store.

The next day, I got an email telling me the computer was repaired and ready for pick up. I drove the 25 miles to the store only to be told that the email was in error and the computer was not ready. I was upset and told the agent as much and he was extremely rude and arrogant. He told me that I had not brought a receipt in and it was my fault. By this time, I was getting a little upset and asked to speak to the manager. She determined that I had in fact brought the receipt in but they had not entered it into their system. She apologized and told me that she would make it right with a gift certificate or something (which they did not honor).

The following day, I went back to pick the computer up (five trips now) only to discover a large scratch across the cover. The same agent that was ugly to me before apologized and told me he'd like to give me a gift certificate for the damage. I refused, initially, but felt like $25.00 was a small fee for the damage so I accepted. Now, 31 days later, my laptop began blue screening so I took it back to Geek Squad since they had done the work. They looked it up and told me it was one day past their warranty but if it was the hard drive again, they would replace it at no charge. The agent even called the manager over and he said the same thing to my granddaughter and me.

The next day, I get a call saying the hard drive is bad and they will replace it. But I need to bring in all discs that came with the computer. No disks come with this particular computer and they should have known how to restore it as it is customary with this particular model. I took the paper work I have back out to them and he again told me and my granddaughter they would replace the defective hard drive at no charge.

The next day, I get a call from the agent and he informs me that I am several days out of their 30-day warranty and it will be $100.00 for them to replace the hard drive or I can order it directly from the manufacturer. I told him that he and his supervisor had told me twice previously that the hard drive would be replaced at no charge. He was rude and abrupt and told me he was trying to help me in a very condescending tone. I told him the manager said he'd honor the warranty since it was just one day over the 30 days but he told me he could not do that. I told him to leave it as is and I'd come to pick it up.

If all this was not bad enough, I went just now to pick up my laptop and was told that I needed to sign a piece of paper. When I read the paper, it stated that I had been informed that my work was out of their warranty and the hard drive was not under warranty. I refused to sign the form and told them I would not sign anything stating that the hard drive was not under warranty when it was only 31 days old and had a one-year warranty. The agent became angry and told me I could not take my laptop unless I signed the paper.

I already had it in my hands so I proceeded out the door. He yelled at the security guy to stop me. I stopped once outside and explained the situation to the security guy. The angry agent came out the door and told me he would not allow me to take my computer unless I signed the form. I finally told him it was my computer, I did not owe them anything, and I was leaving. He yelled at the security guy and told him never to let me back in the store. I made a total of eight trips (40 x 8) for a total of 320 miles and they did not repair my laptop. Being verbally accosted in public was very humiliating.

I purchased a MacBook along with an additional damage protection that was good for a year. I had the laptop 8 months and it was dropped and the LCD screen cracked. They took the laptop and dent it off 6 different times, each time not fixing the unit. Now that they have had it for 6 months and it is out of the warranty, they are not fixing the unit. Now, they are saying that because it is out of the warranty that I have to pay to fix it. I have not taken the unit home at no point in the last 6 months and all they have done is put me off again and again till it was out of the warranty.

It honestly seems that the more they send it back and forth the more that is wrong with the unit. I am a designer that uses this laptop for school and work, I am also a single Mom and this MacBook was a huge investment for me and I have not only had to drop out of school, but I have not been able to work from home, not to mention the numerous trips back and forth to the nearest Best Buy, which is 45 miles one way from me. I have driven that back and forth at least once a month for the last 6 months.

They said I needed to call my provider to get it back. (Why wasn't I told this the first time?)

I called my provider, and when talking to SBC to get back online, I realized a disk was left in the computer. It was a customizer 3.7.0 disk from Geek Squad. While getting online, my computer screen went blue with white lettering superimposed on top of it's self. SBC said since it was just worked on, I should shut it off and try it again and that it should work like it's supposed to. But it went to the blue screen again.

I called Geek squad again, and they said to bring it in. I left the laptop open to show them in writing (I also took a picture with my cell phone.), but the laptop shut off before I got to the front of the line. They kept it and redid it again. Again, I had to bring the security program back (I had to drive back home to get it.). When I got the laptop back, I tried to go online again, and again, it went to blue screen.

I called the Geek Squad again, and again, they wanted me to bring it back. So I did (even brought the security program with me this time). I reminded them I only have dial-up. They told me again they only have high-speed. I asked how they can see the problem if they don't have dial-up (the speed I use at home). The guy behind the counter said he knew of one person who can hook it up to dial-up (Only 1 person, and now, they can hook it up to dial up?). I left the computer again and explained I was going to be in the hospital and was getting out on the 23rd of April and wanted it by the 24th. That would give them at least 5 days to fix it (when my computer had no problems but needed cleaning and a new security program).

On Monday, the 27th of April, we had received no call from Best Buy; so my wife went in and talked to a JP. He told my wife (after looking for the computer and only bringing up paperwork without the computer) that it is "most likely" the motherboard going out. He said it must have been bad since we purchased it? He said he is willing to give us the $120 for the clean out back. They will keep the $70 for the diagnostic check (?) and they will reinstall the new security program. Why do I need a new security program on a laptop with a bad motherboard that doesn't work?

My wife said she needed to talk with me about the problem and left. (Mind you, they searched for my laptop, didn't bring it up with them, and only brought the paperwork.) To us, this was odd as the times that we have taken a computer to Geek Squad and when we would go for pick up, they wouldn't just bring us paperwork. The next day, Tuesday (the 28th), we called the store and spoke to Edwin (the general manager) who said he had to speak with JP and would get back to us either later that evening or morning the next day.

Well, Wednesday (the 29th) came, and at 2pm, after not receiving any call, we called them and spoke to Brian. Brian said he would give us all of our money back and our non-working computer (?). I spoke to a Janelle (very nice) and told her my story. Janelle said that Edwin had started at noon and was in meetings since then (?). She said that she would have Edwin call me after his meetings. Brian called me instead. Edwin had passed us to him. Brian gave me the same offer, so I asked for the district manager's phone number. Brian said there wasn't one. I would have to get it from the Best Buy consumer help people at the 888 Best Buy number.

I called it and spoke with a Frank and told him the situation. He put me on hold and tried to contact the manager at the store. After 16 minutes of being on hold, he came back on the phone and said he couldn't get a hold of anyone. Then he said he would call me back later, probably the next day. I asked him for the district manager's number. Frank said that he didn't have it. I would have to get it from the store.

I told him the store told me that I would have to get it from you and asked him to get it for me when he contacted the store. He said would not. He said it wasn't part of his job. Frank told me he had a supervisor that might have the number. I asked if I could talk to his supervisor to get the district manager's number. He said yes but as soon as I talk to his supervisor to get the district manager's number, he would not be able to help me anymore. I asked him to get me his supervisor.

Jesse, his supervisor, got on the phone. He said he needed to call the store and put me on hold. He came back on the phone and with the same offer that the store had previously offered us. That is all he said he would do. I asked him why I would take a computer in to be cleaned out and be happy with my money back and a computer back that didn't work anymore. Again, he said that was all he was willing to do. I asked for his supervisor, and he said he has none. I said somebody has to write you a review. Then he said the only person I could write to that could change his offer was the CEO, Brian Dunn, and he gave me the address.

I wrote Brian Dunn and sent it UPS with tracking, and yes, he did receive it back in May 2009. I gave Mr. Dunn all info pertaining to my complaints and also asked why the diagnostics didn't find anything wrong with my computer and if their deal sounded like a good deal to him. Today is the 6th of June 2009, and still no word from Mr. Dunn. And yes, this Best Buy still hasn't presented me with my now not working computer. Yes, Best Buy still has this computer, so they say.

All I want is for my computer to be returned in the working condition they received it in. But we know this is not going to happen. I need someone to help as Best Buy, not even their CEO, is contacting me to resolve this and in the fashion I requested them to do. Give me back my computer that is working like it was before they did what all they did to it.

My boyfriend bought me an Easy Share Kodak camera for Christmas (2008). I have only used it twice since I received it. It has been in a dry closet in a camera carrier and in the box it came in. My camera has not been exposed to any water, fluids, etc. I took my camera out first part of May 2009 and discovered that it does not work.

I took it to Best Buy where my boyfriend bought it with the receipt. Geek Squad said they would send it in for repairs. 2 weeks later, I received a call and was told it was not repairable. I called Best Buy to find out more information. What they told me was liquid damage. I was stunned. How could that be when it has not been exposed to any liquids?

At this point, I feel I am SOL. I do believe and have heard other people say that this is a scam so they can get out of the warranty. I will never ever buy another Kodak product! My camera went in for repair on May 3, 2009, and it is already June 4, 2009 and I still do not have my camera. So far my boy friend and my self are out of $189.00, the cost of the camera.

Had defective hard drive replaced on HP Computer under full manufactures warranty. Now Geek Squard is asking for a recovery disc. to reprogram the computer, I advised this computer did not come with a back up disc and that the recovery program is built into the hard drive and being that the hard drive was changed the recovery program is gone. Then told me it is my responsability to get a back up disc, so I had to purchase one at a cost of $16.00.

Now I get a call from there Kentucky Service center saying they want $249.00 to transfere my saved documents to the new hard drive. I complained so they gave me the # to there corp. office only to be told by "JASON" that they have no connection with the Geek Squad or there local stores and can't help me either. They said they will hold my old hard drive until 6/03/09 then is will be thrown out.

If it's under full manufactures warranty why shoud I have to pay for this service? This has been going on for 3 weeks and Best Buy refuse's to do anything for me, I just keep getting transfered from dept. to dept. and told by all that they can't help me. Please help me with this problem, Best Buy still not only has my computer but all my personal information.

My 4-year old laptop was running very slow. I was advised by Geek Squad that I had numerous viruses which were slowing it down, and that they would fix the viruses for $199. But in order to fix the viruses, I would need to have my data backed up somehow, which I was not equipped to do myself. The higher point of service for data backup was an additional $159.

So with a total estimate of $359 to fix a 4-year old laptop, I asked the Geek Squad rep if it even made sense to fix this laptop, when brand new laptops were starting at $400 apiece. He suggested that yes, mine was a very nice laptop and worth spending the money to fix. He indicated that by cleaning up the viruses, my laptop would certainly speed up. While this seemed to be the case when I first picked up my laptop after service, it slowed down again after just a few days. When I brought the laptop back in, they ran additional diagnostics and then claimed that my laptop was running slow because I had too many desktop icons and not enough memory to support all the programs that I had. They suggested that I spend another $100 to purchase more RAM and have it installed by them.

When I approached the Best Buy manager about the situation, he compared it to having a car fixed, and that there might be more than one problem after the initial diagnosis. He was not going to refund my money, because the virus removal work and data backup was done.

I was not happy at this outcome. Having spent $360 to speed up my computer, it was still just a slow as before I brought it in. Fortunately, a friend of mine subsequently and correctly determined that I had too many programs loaded onto the computer, and that my virus software was also contributing to the slowdown. He removed 20 programs that I never knew I had, and downloaded new virus software for me. Instantly, my computer sped right up, and the problems were solved. I have since tried to reach the store manager at Best Buy several times, including through the mail.

I can not get my tv set fixed after I bought a in house repair policy, For a month they have tried to fix it but always are sent the wrong parts so I have done with out a set for this long.

In January 2009 I purchased a HP computer bundle from Best Buy. I paid for their 2nd level extended warranty and left my computer to be loaded and backed up on discs. In the beginning i noticed the computer moving very slow for a brand new computer with lots of memory. I called Best Buy and was told it had to be my server FIOS. Within a month it sporadically froze. This got more and more frequent.

In May i took it back to Best Buy as I had an extended warranty. I was told automatically that all my problems were because I had Limewire on my computer. I was very surprised to learn this since it was on my very old computer before this one with no problem. I was told that this was not a problem covered by my very expnsive warranty and was a soft ware problem. I had to pay to have all my files backed up and also pay to have the repair. Totaly over $250. They had the computer for almost a week.

When I got it home and the discs were loaded on, I noticed most of my photos and music was not on the computer, I again called Best Buy and was told to bring the discs back. When the discs were returned I was told that everything that wasn't there was corrupted . Why would I pay to have everything backed up and get nothing? I was never told this was even a possibility. I would have backed up my files myself for free. Now i have my very expensive HP computer minus music and minus photos and no limewire.

The very next day the computer freezes again. At this point I feel I should get a replacement computer. There was evidently something wrong with this computer from the start. Best Buys return policy makes no sense for the type of products they sell. I should not have to keep a faulty computer that I spent over $1000 for when it is determined to not be working properly before even 3 mos is up. I think the GEEK squad is a rip off and I was charged for absolutely nothing.

I bought a plazma tv,receiver,small flat screen tv, lg.flat screen tv, 7 speakers for the receiver and paid for installation plus paid for extra on plazma tv to have them fine tune the tv. I paid over $6000.00 for all this. It has been a night mare. no one will listen when I called corp. offices or local store.

They delivered the equipment what I could not carry. First appt. with the geek squad the guy did not know how to hook all the equipment. He left 2 times that day and came back doing out calls in between.I waited an extra week on the install to get a full day from them to get the install done in one day. I was told he would be back the next day 1:00pm, he called had to do another job, called at 5pm said he could come by in a hour. It was mothers day and we had plans. Scheduled for Wed that week (i took off work) he did not show. I could not reach anyone by phone.

They returned call 3 days later. Rescheduled again, Did not show, no call. I called left them my number, got a call 8 days later from them they came out SOMETIME THE NEXT week but unable to finish the install. Main TV and receiver still not working. I work alot of hours, had a death in family and was not able to pursue calling them every day, needless to say this went on 2 months they finanally showed up after I started calling them again everyday.

They came one evening on a work night and was here until after 12:am. I had gone to bed and they had to get me up to explain how the system basically work. They assured me they would come back and finish a couple of things and bring things they didn't have with them. I could never get them to finish the job, I called the manager and told him I was going to get an attorney if they didn't come back promptly. They were to call me that week ..no call.

Several months later I paid another local company around $450.00 to finish the job. ABsolutely a night mare! I WOULD NEVER BUY FROM THEM AGAIN AND I TELL ANYONE WHO WILL LISTEN. THE WORST EXPERIENCE I HAVE EVER HAD. I had a quote it cost me over $1000.00 more, still don't know why manager was not reasonalable to talk, kept saying installer said nothing was wrong. They damaged my hardwood floors that I have to live with.

I contacted Best Buy customer service on March 18, 2009 to report a problem with the Panasonic Plasma TV I purchased on January 17, 2008. A Geek Squad technician was dispatched to diagnose the problem on March 21st. After a diagnosis, he determined that a major component had to be ordered and replaced. After two weeks and many failed inquiries on the status of the ordered part, the technician returned on April 3rd. He then informed me that another large component had to be replaced and that the repair can only be done at the service center. He also told me that someone from Best Buy will contact me to pick up the TV. More than two weeks passed since he told me that Best Buy will contact me. My wait continues.

In the mean time, Ive contacted customer service numerous times and spoken to two different supervisors and a few Geek Squad agents. One of the supervisors agreed to submit a replacement request and assured me that I will be contacted with the decision. I am still waiting. Soon itll be a month since I first contacted Best Buy with this problem and more than a month without a working TV. During this ordeal, while dealing with customer service, Ive spent a lot of time being on hold and explaining my problem to every agent that was connected to me.

Furthermore, because of the distance from work to home, I was forced to take a couple of hours from work to meet the technician on April 3rd. This episode has also cost me two months of subscription fees to Netflix and DirecTV. I wouldve suspended both the accounts had I had known the repair would take this long. Everytime I talked to a Best Buy agent, after apologizing profusely, he/she assured me it will be repaired very soon.

In April 2008, the FCC fined Best Buy $280,000 for failing to alert customers about the digital conversion (Los Angeles Times, April 11, 2008.) In March 2009, a class action suit was filed against Best Buy in U.S. District Court for allegedly violating its Price Match policy in NY State. Two former Best Buy employees claimed the retailer had an undisclosed Anti-Price Matching Policy and encouraged employees in part through training and financial bonuses to deny price match requests (HD Guru 3/21/09). It is evident that Best Buy engages in unfair and unethical practices. I believe theyve deployed delay tactics on me hoping to avoid repair/replacement costs. Decide for yourself whether you want to patronize a company like this.

Jan 2009 Geek Squad said that the desktop HP would not start due to software issues, $200 to perform diagnostics and fix. Worked only if you never turned it off. Returned to store in March and diagnosis was now the Motherboard. Received back today and it will not even turn on at home although we tested it in the store and it did work. Now we are told to bring back along with all peripheral equip, monitor, keyboard and mouse.

Second issue is the AAA 20% off Coupon for REPAIRS, brought into the store, was not honored for the Motherboard repair. Nicole is stating that this is due to the fact that it is a part which is not sold in the local store and therefore cannot be discounted. It sounds like the consumers are being held accountable for third party vendor contract arrangements.

Right now I am out $350 and still do not have a functioning computer.

I ordered my lap top through their online store. Did a huge amount of research on what I wanted to get. The girl on the phone (I called in to place my order) gave me the warranty for 1 year no accidental. When the lap top arrived I went into Best Buy and was smart enough to ask about the warranty and found that I did not get what she stated I would have. Cost me an addtl $200 out of pocket to fix.

I purchased the Dell XPS16 and have had issues from the first week I got it. The system crashed the first week, which I was able to get back up, only to have all my songs gone and my vpn hookup. Was a miracle, really didn't have to do anything, except to keep trying. Seemed to be working ok until yesterday when I was checking a disk I burned to see what was on it and my dvd/cd blue ray disk froze. Wasn't able to close anything down even with shift control esc. Resulted in having to close the power button down. Turned it back on, restart using normal system. Got the initial log in screen back, was able to log in only to get no response except welcome. Welcome to what, the system never came back up again.

I spent over $2000 after adding a number of things, warranty, etc. Now my lap top has been sent out and I am again without a lap top (I used for work business) for 10 days. No replacements were offered or available. They even wanted to charge me $100 to save what I did have on the computer.

I work from home periodically, (commissions analyst for a stock firm)through vpn. I also have a side business doing weddings. All my data will be gone (thank goodness I didn't have the lap top long). It frustates you that you spend good money and get lemons in return.

On April 1, 2008, I bought a Gateway laptop from a Best Buy near my home town. I happy with the computer until I went away to college. About 2 months after being in college the power cord broke and I had to take the computer back to the store I bought it from when I went home for a weekend. It took 2 weeks for the laptop to get mailed to the dorm rooms where I go to school. The computer was fine for about 3 more months.

However, on February 27th, the computer stopped charging all together even with the replacement power cord. I had to drive 30 minutes to the nearest Best Buy location in order to have something done with the laptop. They told me at the Geek Squad, after about a half of an hour of staring at the laptop and fumbling through different ac adapters, that the laptop's power supply intake was broken. They then took my laptop and told me that they had to send it into repair, of which they did not tell me how long it will be at the shop. I am a college student who it is very inconvenient to have no computer to do work on, and most of my classes require some work on the computer. It is now March 30th and the computer is still not back at the store or in my possession.

I called the store today in order to find out where my computer was and they had no idea. After a frustrating 2 hours of them searching, a member of the Geek Squad returned a call and stated that We do not have your computer here, however it is still at the shop. We recieved your computer on February 27th and it is still there. I asked how long it was going to be there, because it's rediculous to have to wait for a computer to get repaired, which only takes 3 days. He told me that, Looking at your case it will take another week, 2-3 days for repair and another 4 for transport. 4 Days for transport!

I was shocked because they have had my computer for about a month and they still have not done ANYTHING to help. I can see if it took 2 weeks for the entire process but it has been a month with no, ABSOLUTLY NO, word from them.

A Geek Squad technician was here to finish follow up work on my television. A tune up and changing out a panel were the only things to take place. The television was working prior to the technician, some sort of issue came about and the technician said the TV malfunctioned. Daniel stated someone would call me with a claim number so I could would be replaced by another television. I haven't received a phone call. Instead, I am calling the 888 number and no one seems to know what I am talking about. One lady (Melvena) in the Geek Squad dept stated it would take 2 days. However, Daniel made it seem like someone will call me today.

In January 2009, I took my Dell computer in to be tweeked. The computer was 5 years old and I had some very important information on it. My family pictures, legal documents, addresses, etc. were stored on that computer. When I returned to pick up the computer, I was informed that the computer was infected and they would need the restore disk to set up my computer. I told them to forget it and I wanted to get my computer and back-up that they had done when they were cleaning up the computer. I had to end up having them send them to me as they had not made the disks yet.

I had to have another computer repairman finish the work that they should done. He informed me that they had damaged the boot drive and tried to restore it themselves. In addition, they did not back-up the program files so now all my data files are no good. Some were purchased online and now I will to repurchase them. I called the store and was informed that they do not back up the program files, which I was not aware of. My advise is never and I repeat never take anything to the Geek Squad for repair.

We had a issue with Best Buy # 1499 [Tulsa, OK] because they did not secure our car & they refuse to cover damage because their employee did not take items or fill out paper work completely which is false. Our Complaint Description was: Store install of radio caused electronic climate control below radio to start blinking lights off & on, damaged front right head light cover-crack plastic. Did not secure vehicle when they put car in their parking lot. Vintage 1988 Mark Vll has missing items, but we don't claim store took items. We do claim lost because car was not secured when they put it into their parking lot under their care.

They had a duty to secure car left in their care because any reasonable person should of foreseen a problem if vehicle was not secured. Their paper work is incomplete, so I do not know names of installers, serial number, but items are checked off in good shape before they worked on car that were damage while in their care. We repeat, we did not think installer took items, but car was left vulnerable with unlocked doors etc.

Desired Resolution: Replacement of damaged and stolen items from car & repair / refund of unused wrong parts they sold us. Use of new electrical harness vs them using old harness left behind after Alpine stereo theft. Is this a department of Insurance issue?

I purchased a Whirlpool Washer & Dryer 4 years ago from Best Buy in Brandon FL. After being strongly advised to purchase the extended warranty I complied. I purchased a 5 year warranty that expires in the fall of 2009. In all fairness, I have used the extended warranty once before 2/11/09 with great success. This now appears to have been a fluke as I have been waiting since 2/11/09 for a part/parts to repair my dryer and everytime I call the Geeksquad/Bestbuy, I end up with the same response. 1) Someone will call me back with a status in 3-5 business days. 2)Someone is going to research why the service repair person hasn't returned any calls with the status of the parts ordered. 3)I will be submitted for a replacement because they can't reach the Service Repair contractor and can't locate the parts. 4)Then I'm told my request for replacement was denied because I've had the dryer for more than 30 days and their policy is to have the unit repaired and if that doesn't work they will resubmit another request for a replacement.

I didn't even know I was eligible for a replacement until the Customer Service Rep mentioned it to me and that he didn't see why there would be a problem. Again, I'm told to wait 3-5 business days. I have been told by numerous supervisors that I would receive a return call from them by close of business. This is clearly a trained response and one that is never actually carried out! There is clearly a disconnect with Best Buy/Geeksquad & their local service contractors regarding customer service. I welcome any attorney that wants to contact me regarding a class action suit and will be more than happy to join any existing class action suits. I know my taking my business else where clearly won't affect Best Buys bottom line but I refuse to sit here and take whatever they decide to dish out. So now after six weeks, I end up being instructed to wait 2-3 additional business days for parts that may or may not have been ordered.

As late as 3/16/09 I was told by CSR Amanda and her Supervisor Terri, that the Supervisor, Terri would research the problem and submit for replacement. I would receive a call by close of business. Guess you know by now I didn't receive a call. I call again on 3/16/09 around 4:30pm as this has been a whole day and no return call even though they have more than one number on file, that I update EVERYTIME I have called regarding this problem. So I call again 3/18/09 and now I'm told I was denied a replacement and that the parts somehow magically were sent out overnight on 3/16/09 to the local service technician Mel's appliance and that the supervisor would...you guessed it call me back by the end of the day. I don't find this remotely funny entertaining etc., Mel's appliance doesn't return my calls so I have ceased to call them and apparently they don't answer Best Buys calls because no one has been able to reach them.

Around the 3 week mark, I even requested to have a new local company come and service my dryer and was told that would not be in my best interest because I would have to wait 3-5 business days before another company would be able to contact to set an appointment to troubleshoot and then order another part. I clearly, calmly explained all of this to Ashley who is the Manager for Supervisor Trisha. I asked for Trisha's last name and was told it's against company policy. I asked for an employee number to accompany the first name only that I was given and was told Ashley (employee #152912)couldn't give me that either but she could provide hers and the address to file a formal complaint.

My next recourse is to write a formal complaint to as many corporate officers at Best Buy I can locate, the BBB and any local media. I will picket the Best Buy in Brandon FL. I'm sure this will only result in me being arrested, but hopefully it will bring enough media attention to the poor customer service and extended warranty service Best Buy continues to force feed its customers. Any help that can be provided is greatly appreciated. Thank you,

I am very unhappy with my service with Best Buy. I purchased an Insignia LCD HD TV in April 2007. Model 32 LCD-NS (discontinued model). I called for service, and it took 18 days for someone to come out to look at it. (that was the 1st appt available, fortunately I was available!) On Feb 28, The technician was here for a whole 4-6 mins, and informed me that he had to order a part, and that I would receive a call within 3 days. (I had been without a TV for 3 weeks) I didnt receive a call, but I received a email statement (bill) in an amt that exceeds the amt I paid for the TV.

On March 2, I sent an email to customer service and never received a reply. After multiple calls to customer service, I was connected to the consumer relations department., March 5. I spoke with Billy, and he said that this was wrong, and that he would get me a voucher for a new TV within the next 3 days. He apologized, and said that this should NOT have been overlooked by the Geek Squad, and that he (Billy) would fix the matter. He got a geek squad manager on the phone , Gary, to apologize. Again , they said that I would receive a call within 3 days to get a voucher for a new TV.

I DID receive a voice message 4 days later, that said that the request that I submitted that the unavailable part request was denied, and that I would have to wait for the part. I did not apply for an unavailable part request.' I applied to have a new TV because the amount they are charging to fix the TV exceeds the amount I paid for the TV. I still do not have anyone to help me. I have made at least 9 calls, and the only person who remotely acted in my behalf was Billy. However, his actions did not do ANYTHING for me.

I have now been without a TV for weeks. And no one is helping me. When I call the store, they say that they cannot help me and that I have to deal with 1-888. It is March 11, and STILL NO CALL. I paid a lot of money for this TV, and a lot for the warranty. I haven't had it for 2 years yet. It stopped working at the beginning of February, and as of yet have not had anyone fix or replace it. It is hard to be without a TV. I am ill, and I use my TV a lot.

I bought a laptop computer/DV9408NR/TURION TL-MODEL:GA356UA with a 17screen on 09/02/07 from the BEST BUY STORE.With the installation of some softwares like spy sweeper GS PRECINCT,TREND MICRO AV ,the price was $839.54.(this was a $200 instant rebate price).This computer I bought for my son who is in college.On 12/26/2008 I gave this computer to the above Best Buy store to fix some problems like screen flickering,wireless switch does not work,overheats,battery last less than an hour etc.After 2 weeks they contacted us saying $700 some to fix the problem and I declined it as the price seemed too high.

On January 21 they called to pick up the computer and when I went there they told me that they lost the computer.We told them that we couldn't lose it because so many important files and documents in it.They offered $300 gift certificate or $400 off on computer purchace.We want a fair settlement like a new computer with equal or more memmory and technology,more functions etc.

my son could not do his home works on time because he did not have a personal computer with him.He lost so many important files he needed for future use.

The MPs player (Insignia) I purchased developed a malfunctioning tuning wheel within a year. I called the repair number and was told they would issue a shipping label and I should return the player for a replacement which they would send within two weeks. The label arrived promptly and I returned the player on January 5, 2009. I noted that UPS had delivered the player to Best Buy/Deal Tree a day later. One month after that I called to ask why I had not received my replacement. I was told the player had arrived, that it was in the warehouse, and they would elevate its status to get it out.

A month later I received a player with a new set of earbuds and computer connection. Only problem was it was the same MP3 player I'd sent them and it worked no better than it did before, still broken. I emailed and got a reply that if I had any questions I should call the number I originally called. I emailed back that for a $59 product I'd already spent too much time and they could forget it. I also told them we'd bought numerous appliances and electronics from Best Buy but they'd lost a customer. Worse service I've ever known with any company.

Much time on the phone getting nowhere. Still have the same defective problem I had before.

I purchased an acer extensa laptop dec 29 2008. Within 2 months the laptop started timing out on websites and one night after putting it down and coming back to the laptop I noticed what looked like a feather line and then plaid colors all over the monitor. I took it back to Best Buy to the Geek Squad counter and opened up the laptop. The salesman Victor told me there was a crack in the monitor. However, I could not see or feel any crack. He said it was my doing. I told him he was wrong; the problem with the monitor is internal. I told him to send it back to Acer to have it repaird and he rudely told me that it was not worth it because people replace laptops every three months! I then had him show me some other laptops and he tried to talk me into a extended warranty with the new laptop. I asked him why I would buy a warranty if like he said people replace laptops every three months and he just smiled. He went back to the counter to write up the slip to send the laptop back to Acer and he then came back and told me Best Buy could not send it because it was under warranty.

So, now I'm confused. [They] wouldn't fix it because It's not under warranty, yet Best Buy would not sent it back for me because it's under warranty. Bottom Line: Best Buy sold me a computer for $500 and now will not stand behind their products or help out their customer by attempting to resolve the issue, fix the computer, or since the computer was less than 60 days old and was not abused, would not offer even a discount on a new computer. That is bad customer service and bad business - especially in this type of economy.

I am out %500.00 for a brand new computer. I have looked into getting the computer repaired and the cost is over %200. That is $700 for a lemon laptop!

I brought my computer to the Best Buy store in Simi Valley, California on 1-28-09 for repair because it failed to boot and I suspected it needed a new hard drive. I also requested to have the CF card slot replaced since it didnt work anymore. I dropped it off at lunch time and Victor from the Geek Squad told me it would be done in 1 week to 1 weeks. I noticed on the paperwork that it was scheduled to be done by 2-14-09 but figured it couldnt possibly take that long since it takes less than 1 hour to install a new hard drive.

I received a call from the service center on 2-4-09 that they had received my computer and it needed a new hard drive. I asked where they were located since I wondered why it took 1 week from when I dropped the computer off for them to call me. The woman who called told me they were located in Chino, California. I asked why it took so long for my computer to get to the repair site but she did not know. I told her they could have shipped it to India faster.

I stopped in the store on 2-13-09 and was told by Victor that my computer was almost ready. It was still at the service center but should be shipped back on Monday by the latest and that he would put a Rush? order in on it.

I called the store on 2-16-09. After several attempts to get someone in the Geek Squad to answer the phone I got frustrated and called back asking to speak to a supervisor. I spoke to Lamont. I asked why no one ever answers the phone at the Geek Squad. He said that they have had some budget cuts so the Geek Squad is very busy. I told him that was no excuse for bad service. He checked the status of my computer and said that the service center was done with it and they should be shipping it back to the store that week. I told him that last week I had spoken to Victor who said that it was almost ready. He said that was not correct because they were still waiting for parts last week. I told him that my patience was running out with them considering that they had my computer for 2 weeks and something needed to be done to get it back. I said that if this were his computer Im sure he would not be very happy about this. He said that he would mark the order as Rush? and it should be in by the end of the week.

I received a call from Best Buys computer system on 2-18-09 at 6:30 p.m. stating that my computer was ready and I had 5 days to pick it up. I was thrilled even though that meant it was exactly 3 weeks from the date that I dropped it off for repair.

I went to the store on 2-19-09 and saw my computer behind the counter. A Geek Squad member came to the counter. I told her that I was here to pick up my computer. She said that it wasnt ready yet. I said that it was right there under the counter and that the Best Buy computer had called me last night saying it was ready and to come and pick it up. She said that the computer calls when the item is received back to the store. I said, Why did it tell me to pick it up and it was ready.? She said that she didnt know but it was not ready because they still needed to install drivers on it. I asked her how long this would take since it has now been over 3 weeks since I dropped off my computer. She said that it should be done by tomorrow, 2-20-09.

I called the store at 3:30 p.m. on 2-20-09 and was told by Jeff in the Geek Squad that it was done. I said, It is completely done and I can pick it up?? He said, It was just about done and it would be ready by the time I got there. I went to the store at a little after 4:00 p.m. Victor was very rude to me when he saw me. I said that I was there to pick up my computer. He went back to the back of the Geek Squad and brought it to me. He then wanted me to sign a paper stating that I Christy, recognize that repairs have been performed in a manner that is satisfactory to me? before he would give me the computer. Why wouldnt this form just state that the item was received? How would I know that the repairs have been done satisfactory to me without turning on the computer myself which I wouldnt be able to do until I got home? I signed the paper but told Victor that I wanted a copy of what I had signed. He was really put out by this. The girl who had been working the day before showed up and told him all he had to do was make a copy of the paper. He made a copy and handed it to me without even saving anything. I said, Youre welcome.?

I got the computer home and found out that they did not actually replace the media reader even though it states that they did. If they did, it still doesnt work. Considering that it took over 3 weeks to get my computer back there is no way I will bring it back in for the media reader. I tried to call the store several times to see what to do about the media reader but no one answered the phone in the Geek Squad. Big Surprise!!! I also noticed that they did not properly partition the drive since it should always have a recovery? section.

The service I received is very disappointing to say the least. It is ridiculous that it took over 3 weeks to install a new hard drive. It isnt like they had to get the old data off. All they had to do is stick a new drive in. There is no excuse as to why it took so long.

I still have one more year on my extended service with Best Buy. Hopefully my computer keeps working because I do not want to deal with the morons working there ever again. I would rather pay someone who is competent to fix it and have it back in a reasonable amount of time.

I am going to spread the word to stay clear from Best Buy and the Geek Squad. No one else should have to experience the horrible service that I received.

As much I have with this new Tosiba and reading all your complaints, it's not worth the trouble writing my complaint down. As a was loyal customer for years as well as my whole family we've been, I feel that best buy has let me and my family down alot. That's alright as there are other company's been wanting our business and more than likely will get it and that's [due] to Best Buy so called professional people working at stores.

AGGRAVATION

Our Frigidaire, Model #FRS3R5EMBO was purchased in August 2005 according to Best Buy, firmly believe it was several months after this date. The freezer stopped working in Nov. 08, we called to get repair under the extended service plan that we paid additional for. We had to wait a WEEK before the service tech was available to come out for service, by the time he arrive the freezer started to work again. Unfortunatley the service tech was unable to determine what was wrong and left w/o any repair or insight as to what was wrong. After this time, the freezer stopped on 2 diff occasions but started working right away and no groceries were lost (We did NOT place call to Best Buy/ Geek Squad for these 2 times).

Then again in Jan 08 I woke up to another puddle on the kitchen floor and a whole freezer of groceries lost, called to place another service was advised they had no record of the last call but would have someone come out, the soonest was another week wait time. Of course as I suspected would happen, it started to work by the time the service tech came out. The tech still unsure what was wrong assumed it might be the thermostat as both the frige and freezer are set at the highest possible settings of 6 and should not need to be set this high according to the tech.

We were advised that we would need to empty out all of the frige and freezer before this part could be installed. Well since it appeared to be in working order and not having a place to store the groceries I asked that the installation be held off. Well, the freezer has stopped working AGAIN (now for the 5th time), I called to schedule and was advised that someone will be calling me within 24-48 hours to schedule, this could be as late as Monday. I have since called several times and have been given the run-around on the automated system only to be disconnected after holding for long periods. This warranty is going to be up the end of the year and I am fearful we are going to be stuck with an appliance that we are going to have to replace after a couple of years.

Our 56 inch Samsung TV stopped working on Dec. 24, 2008. We received an appt for Jan. 3, 2009. The tech came on Saturday, January 24 (the part came in and the TV still does not work). Now they ordered 2 more parts and one part came in (Feb. 11) but the 2nd part is not due until March 21! I called to request a loaner TV, they said they can't do that. I asked for an extension on my warranty since my TV hasnt worked in 56 days (and counting), they said they cannot extend the warranty.

I then asked what CAN they do for me, and she said Nothing, just wait for the part. I paid for an additional 4-year warranty and they are unwilling to help me, all I want is for a TV for my living room to work. I paid over $3,000 for a HDTV that hasn't worked in over 56 days and counting...all I want is for them to provide customer service assistance and a working large screen HD television set.

When I bought the HP Pavilion Tablet PC, one of the two big selling points was the swivel top and the Tablet component which allowed the translation of written text on a touch screen with a stylus. After having the computer for a few months and not being able to configure the Touch screen, I went to best buy and asked for help wherein, I was informed that while my computer had the capacity for the touch screen, it lacked the hardware (i.e. not the right SCREEN nor the stylus, nor the software). So in essence, it does not have the capacity at all. This model theoretically has the capacity, it says so on line, but apparently, the actual generation my particular model is, does not.

Best Buy then, offered to sell me an exterior component--a Tablet PC add on that would allow me the use of this option on my computer. I refused, furious at being lied to. Now, the computer is not working, due to a defect that has arisen in the same family of computers mine is from. Again, Best Buy refuses to deal with the issues despite my independent research online proves they are aware of the issue. They are shady. I still am paying by credit for the computer, which now does not work after less than two years. What can I do?

A great deal of wasted time and effort and stress as I use this notebook for my livelihood. I am homeless, and financially strapped, so I need access to online resources to get on my feet. I have nothing now. This computer and my car are the only things in my life worth more than twenty dollars. I am sick to think that I will have to pay for two more years on something the people who sold it to me, knew was defective. My stomach hurts.

took the tower to best buy to do a back up, and brought home system failure, took tower back. the hard drive was unplug. took home again and vista windows were gone. left at best buy on 2/3/09 and left several messages and no call back. its going 13 days, call Best Corp to file complaint. still no calls and they have mine tower.

In late November of 2008 I purchased some electronic devices from Best Buy. I also opened an account in the store and charged purchases to the account. I set up a delivery date for Dec 8th for 2 TVs and installation by the geek squad on the 9th. (I took off both days from my job)I was charged for the delivery of 2 TVs and only one was delivered. On the 8th of Dec only one TV was delivered. When I called the store I was told to come in and pick up the other so that it would be available for installation the next day. I drove to the store at 8pm to pick up the TV. The next day no one called or came for the installation.

I returned to the store to have the charges for installation removed from my bill. However I have never been reimbursed for having to drive back into the store to get the other TV. (At least for half of my delivery fee as the product was not delivered)As I looked forward to getting my bill and paying it off and having nothing more ever to do with BEST BUY I never received a card or bill till approximately Jan 10th. The first mail I got was a BILL NOT CARD and it showed a late charge assessment, dispute release, and amount in dispute etc. I knew since I hadnt had any contact with them since my purchase something was wrong.

It turns out that my purchases had been put on my sisters account she happens to have the same last name and she had called in to dispute the charges. Once I found out that this company cannot keep accurate records I decided to close the account because I knew that future purchases would result in a similar problem. Now I called and spoke to a supervisor who told me to pay the balance of 3477.00 to close down the account. I sent that out immediately. My bank records show that the check cleared on the 26th of Jan. I kept calling to get a letter stating that the account had been closed. First I was told when I called account balance that my check had not been received. So I immediately called my bank to get records. Then I was told I had two different accounts. I finally spoke to a supervisor Jennifer ID JCF who figured out that the check was used to credit one account and the other had a balance with the same amount so some how I had two accounts in the same name. She recently told me to expect a letter stating that those two accounts have been closed down in 7-10 days. I would like other consumers to note the following:

2) Employees at the Best Buy store at Mt Vernon, NY knowing lie to customers about delivery and installation dates. (GEEK SQUAD).

In closing I need to state I will NEVER be making a purchase at any BEST BUY store ever and I intend to share my experiences at BEST BUY to discourage sales to and victimization of other potential customers. It turns our BEST BUY should indeed rename it self WORST BUY!

We purchased a DVD recorder in OCTOBER 2008 and have yet to be able to use it! It has been to the GEEK squad for repair, I believe this is the 5th time! And they apparently have put over $1,000.00 worth of parts in a $200.00 recorder...who does that? We still do not have the recorder and they refuse to replace it. They just want to fix it...which they can't seem to do either!

We purchased the dvd recorder only to send it for repair this is the 5th time and have not been able to use it! We will NEVER do business with Best Buy again and as for their GEEK squad, they couldn't get themselves out of a paper bag if that's the intelligence of someone who cannot FIX a BRAND NEW device. I will also never buy LG again!

Then the service rep explains as soon as you receive the lamp give us a call and schedule an appt for service to replace which may take another 7 days. Three weeks -no super bowl-for a lamp to be replaced in my television. The thing that bothers me most is the 16 year old who sold me the contract said we generally service with 2-3 days....Best Buy we deserve better and I will never purchase from you again.

My 5-month old HP laptop ceased functioning so I returned it to the Middletown, RI Best Buy. I was told by the Geek Squad that it had a bad motherboard and had to be mailed back to HP for repair as part of the manufacturer warranty. I was called a week later by the Middletown Best Buy Geeks and told that they found the problem and had a quote for how much it would cost to repair. I told the Geek that it was under warranty and was supposed to be mailed to HP. I was told that the Geeks had no record of this. I asked to speak to a manager. I never did.

Two weeks later I was called by Best Buy and told that my laptop was repaired. Upon picking up my laptop I was told that it had been tested by the Geeks and that it worked just like new. I tested it myself and it still was non-functioning! I was clearly lied to by the Geek Squad. I asked to speak to the manager. I was told there wasn't one available. I asked that a manager call me. They never did. I still have no idea what is happening with my laptop. The Middletown, RI Best Buy is a disaster and should be avoided at all costs!

I wanted to order software from Best Buy on line. Before I did I wanted to be sure I was purchasing the correct software so I called the store to speak to someone in the Geek Squad. I started dialing at 10:11am and by 10:45am there still was no answer. I finally was able to get through at 11:10 but by then I had already gone on line and ordered software from another company other then Best Buy.

I am a student and It is very hard to be without my laptop.I paid $300.00 for that service plan. I don't understand why it wasn't replaced since the equipment was faulty after a year and 8 months of owning the computer. It should have been replaced.When I do call to check the status of my computer the geek squad employees are very rude.I'm afraid that I might not even receive my computer back at all.

I use my computer to do research for school (college projects).I also must travel to the library everytime I need to gain access to information.It becomes a huge inconvienence and this is why I spent my hard earned money to get the laptop in the first place.

I had to return a Dell Laptop because it was defective back to bestbuy. Geek suad checked it and confirmed it was defective. I ended up exchanging it for a sony vaio and paid more money. Bestbuy charged me a restocking fee of 90 dollars and plus failed to return the 39.99 optamization fee as well. I feel we were taken advantage of and were treated very poorly by these employees. All We want is fairness. Please help !!!

I lost about $140.00 dollars because I was unfairly charged and this is a violation of bestbuys own policy's as listed behind their reciept. I have also suffered extreme embarrassment/ humiliation and feel it was very discriminating.

Purchased 4 yr ext. warranty on a 52 television - its now 3 1/2 years later. Reported problem 2nd week of Dec. Repair subcontractor determined the TV should be replaced (cost to repair exceeds the value). The Geek Squad the Home Theatre Specialist Best Buy employs have been sitting on a replacement authorization number required to initiate the replacement. Each time I call I am told 1-2 business days I will have it. Nothing.

Obviously this isn't a law suit. It is an inconvenience to not have a television after purchasing a $400 warranty plan to avoid such a situation. With the New Year's sales around the corner, I could benefit greatly if I could replace the TV soon.

I purchased a Emachines from Best Buy on 9/4/08. Best Buy load all program to the computer. I tried using mu headphone and mic on the pc and it would not work. I called Best Buy and was put through to the Geek Squad they didnt even try to help me me,they told me to bring it in. I took it in on 12/5/08 and was told the the motherboad need to be replaced. Just to back track when i received the pc the speaker were working. I got a call to pick up the PC on December 16th to pick up my pc. I did and I asked the rep that was dealing with me if all was well, he told me yes.

When I got home I found out the the speaker wasnt working, the headphone phone was but the speakers wasnt. I called Best Buy again and was told to call Emachine. I called Emachine machine and the rep trouble shoot the machine with me on the line and told me that the speaker was not good. He told me to to return it where I purchase the pc. He gave me a return reference number, 1-46JQCX.

I called Best Buy and Bob told me that they dont have any control over that and I should call Best Buy coorperate office. They lady check the return reference number and said why didnt they replace the speaker and should go back to Best Buy in West Paterson. I called Best Buy in West Paterson and was told by Bob they they can not do anything about that and in plain language I should go buy one.

nothing was done in regards to my speakers. I am out of a speaker. When this problem started my machine wasnt 4 montht old.