Geek SquadConsumerAffairs Unaccredited Brand
When transferring data from my old to a new computer, my folders were lost. When I complained the agent said I had asked to have my past emails deleted, not transferred. No one told me my request meant I would also lose my folders. They said it was my fault as I asked for all emails to be deleted. And that includes folders. I got nowhere with this rude geek. I asked to speak to someone else, preferably a lady. She consulted with a regional manager and after 20 min, he was able to retrieve my folders and lost pictures. It was a bad and rude experience.
Like many others, I decided to take advantage of the battery replacement program from Apple on my iPhone 7. After contacting Apple, they sent me to Geek Squad at Best Buy. When I arrived, they ran diagnostics and I consented to battery replacement. “There is a very low chance your phone may not work after the replacement. If that happens, we put the old battery in and you leave no worse than when you came in,” they said. An hour later, I returned to be told my phone was dead, could not be fixed even after putting the old battery back in, and I would need to wait for 3-5 days for a new phone. 3-5 days?!? The condescending tech did not even offer a loaner phone until I asked for one. The manager did nothing more than shrug and blame Apple for the failure. Had I known, I would’ve waited for an appointment at the Apple store. Won’t be using Geek Squad again!
I called Geek Squad to find out if they could find out what is wrong with my desktop and then repair it. Geek Squad assured me they would find the problem and repair the desktop no matter the problem. 3 days later I was called back in and was informed it was my motherboard and dust was why it overheated and ruined the motherboard.
Geek Squad said they cleaned out all the dust, which they didn’t, it was still filthy. And then told me they don’t sell motherboards at Best Buy so I would have to go purchase my own and bring the desktop back in and they would replace it for me for $40. So I purchased a motherboard and went back into Geek Squad which is about 20 miles away each way. Geek Squad then claimed they don’t replace motherboards! What?! So $200 later and I’m not positive if they even knew what they were talking about at this point. Don’t take your computer to Geek Squad. They will charge you a $100 for diagnosing your problem and then won’t be able to fix it anyway. Find someone that will actually know what they are doing, and give you back your hardware in working condition. Thank you Geek Squad for completely wasting my time and money.
I took my laptop into the Geek Squad because it was having a glitch in the photo app. It was showing some photos as black when flipping through, but if I flipped back the photo would show. I figured that this would be an easy fix, but according to them they tried everything and were unable to resolve the issue. They told me that it doesn't make sense that it's not working because they made the computer like new, and told me that there must be something wrong with my files. The files are working on every other computer except for that computer though! They called me two separate times telling me that my computer was fixed and then when I went in it wasn't, and now I am going back a third time to pick it up unfixed. I had to re-explain the issue multiple times because every time I spoke with someone it was a new person.
Like many of you my INSIGNIA 43 inch tv just turns itself off when it wants to, and when you turn it on there's a noise coming from the speaker even if all the volume is turned down. This was a terrible purchase and a name brand I'll soon forget, and the GEEK SQUAD folks don't seem to care and now I understand why after reading all of the posts.
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I brought a Dell laptop computer into the San Rafael Best Buy Geek Squad. They had to send it out for repair, they did not even ship it to the repair center for six days and the repair center did not even check it for a few more. My daughter needed it for school and due to the delay we had to buy a new computer. The computer finally came back almost exactly a month after I brought it in and about 10 days after their estimated return date. Getting service at their counter is slow also, have to wait in line both to bring it in and pick it up.
These people claim to support PCs online - they do not and they leave your PC in bad shape when they say they've "fixed" the problem. Have used them twice - first time I thought was a fluke. This time they were so lax in their customer service, and their technical support people are a joke as they hide their path so no one can find out that they didn't do what was asked - they shut off my Windows services so I couldn't report the problem until they had written a false report about the events - you'd do better just Googling a problem. Then when you try to speak to someone on the phone no one takes responsibility as they gaslight you about the situation. They are complete idiots who take no responsibility for their actions.
I had my laptop "repaired" 2 months after I had dropped it off at Best Buy, Geek Squad customer service. During this time I dealt with multiple service personnel, via 1800 number, and in store employees. THEIR STAFF lacked concern, And most of all customer support skills, not to be completely negative there were a few great Representatives... 2. This process was costly, exhausting and awful. Currently waiting a phone call, from an alleged appeasement Center. It's been about 2 weeks.
I bought iPhone 8 Plus in November 2017 with 3-year warranty at $503.64. At that time, I thought this warranty was from Apple and no one told me this warranty was from Geek Squad. Unfortunately, I dropped my phone and broke the screen. I went to Best Buy and was told to call Geek Squad. And then nightmare begun for the processing and making phone calls. They told me I had to pay $226 extra for repair or replacement. I had no choice and they gave me $75 in-store credit. DO NOT buy iPhone from Best Buy, DO NOT buy warranty from them also!!!
Twice now I have had to call support because they are double and sometimes triple charging me for multiple months. Yes, I should have noticed. Are they willing to do anything at all? NOPE! Customer service seems to be an absolutely foreign concept to Geek Squad. They are tapping a bank account and a credit card and refuse to even acknowledge that they are doing anything wrong. I have one phone on the plan. I have never used the service and the only time I needed to call was when I found double charge a few months ago, which I was assured would be reversed and the charges stopped. So angry I can't see!! Absolutely atrocious!
An appointment was made to repair my computer issues. I spoke to Takira and I had to wait three days and was given a window of 8 A.M. to 12 P.M. The technician never showed. I had called the day of the appointment and spoke to Jill to confirm my information and appointment. I was assured that the technician would be arriving. He never showed up and I was not contacted. I called after waiting over 4 hours and was told that the technician could not find my address. He was sent to another state -- an old address -- where I no longer reside. Why would they send him to another state? They had my phone number and never called to check my address, when the technician could not locate me. They also had my current phone number. I was passed from one person to another: Jill, Casey, Negeeda, Sara. I was told I would not get another appointment until the following week on a Wednesday.
I had already waited for 3 days for an appointment, waited over 4 hours for an appointment for which they did not show up, and now I had to wait until the following week - 5 more days. I was told a supervisor would contact me. It is now 5:35 P.M. and NO ONE has called me. I would never use them or refer anyone to them after my experience. They never had the courtesy to contact me when they obviously sent the technician to the wrong address in another state, which was their incompetence. They should have known that from the area code of my phone alone, where they incorrectly sent the technician. They had my correct phone number, but neglected to contact me to straighten out their errors. When I called I was put on hold for over 33 minutes as they transferred me from one person to another. The staff was inefficient, sloppy, incompetent, and unprofessional.
They don't tell you that when you call to cancel after the "free" installation there is a huge amount that you have to pay. No way can you cancel because you keep getting the runaround. Waste of good money.
A few months ago I purchased a one year subscription for the 24/7 tech support at $99 plus $10.25 per month ($7.07 Geek Squad service / $3.18 antivirus). After 2 months I noticed my monthly charge went up from $10.25 to $11.53. When I called to inquire, I was informed the Geek Squad no longer supported Kaspersky and would now be using Trend Micro.
They informed me by email they would make the switch without charge for the Trend Micro. However, I purchased the year subscription at the $10.25 cost and so I called the billing department to asked them to credit my account and then continue to charge me at the $10.25 cost. I was put on hold for over an hour, then hung up on. I then started calling on 3 separate phone lines at the same time and each person tried doing the same thing of putting me on hold hoping I would get frustrated and hang up.
Well I did not. I stuck it out and eventually was connected and my issue was given a case # but never resolved. I have called them every week and will continue to do so. Why? Because when I do a test and call posing as a new customer, I am given the original pricing, yet when I tell them that, they refuse to resolve the problem. The Geek Squad billing department really is not educated enough to resolve issues. They all say they "Understand" and lead you to believe they will help you, but just put you on hold and/or tell you they are sorry but there is nothing they can do. Please keep this in mind when you call for the 24/7 service. It is similar to the cable companies, once they have you they start to increase the pricing and you are stuck paying it.
“I suggest going to your local hardware store but you will have to pay for whatever price they charge you to fix your phone.” – said the Geek Squad agent (for real). Please, save your money and don't pay into a plan that does not pay off. I purchased a Samsung Galaxy Note 5 in December 2015 and had purchased the Protection Plan after the salesperson raved about it.
In February 2018, my phone started experiencing issues with the battery and signal, so I called them to see what my options are to getting my phone fixed. So I went online to chat with an agent from Geek Squad. They told me my protection plan expired in December 2017, and to call the Geek Squad for further assistance. The agent exited the conversation faster than I could respond.
So I called Geek Squad. The agent was nice at first, and when she told me my plan expired in December 2017, I explained to her the situation was that I thought the plan was longer than 2 years, and asked if there is anything Geek Squad can do. Her tone completely changed, and kept reiterating to contacting the carrier to replace my phone and to see the local repair shop instead. The rudest comment she made was her hammering the fact that Geek Squad will not cover that cost (hello? Common sense). So in the past two years, I wasted $337 on a plan that does not cover the device when it actually starts having issues. Word of advice: Save the money into your own repair/replacement fund instead of purchasing a protection plan that does not, and will not cover your device(s) when they start having issues.
I have a Samsung 65" Curve TV which turns on by itself. I purchased Geek Squad extended warranty when I purchased it. They sent technicians to our house 3 times and couldn't fix it. They told me we must try another company to have the second opinion if the TV is fixable so another technician from a company called Best Tech came to my house and couldn't do anything. They don't want to change my TV and keep shooting me to another company. When I call Geek Squad, they don't even know how many times they send a technician to my house. It seems that they don't keep the record because every person tells me something different. They tell me, "We will call you back" and nobody calls me. I have called them more than twenty times and still no answer and still they don't care about my TV. The worse customer service that I have ever seen.
Wanted to buy an all-in-one printer, scanner, copier, faxer, found 1 at Best Buy, the Epson WF(WorkForce) 7710 all-in-one. Ordered it online, price seemed good for the printer. Customer Service person, cooperative and went ahead and ordered the printer. Email to confirm printer order, actually received the printer as scheduled. Process working well until I tried working with their Geek Squad for tech support. That's when the ** hit the fan!! YANK AROUND, so typical. 5 days spent trying to deal with Geek Squad on the phone. Actually got as far as almost scheduling an appointment for an in-home setup.
When I began asking questions, the notorious yank around began. When I found I could not get, what I call, good customer service, it was time to move on. Reached out to Epson, the manufacturer of my printer. That was worse than trying to deal with the Geek Squad. (Read previous complaint re: Epson). After approx. 3-4 days, decided I had to go to the Best Buy store in person, having not gotten anywhere with talking to anyone on the phone. That was almost as bad as the phone communication. Talked to, what I thought was the manager, he actually had some input, then was yanked to the Geek Squad. The communication and conversation, I thought went well, I let him know, in detail, what I wanted. 2 separate requests.
After agreeing on a price for pretty much a one time in-home appointment, also looking at a test with the Geek Squad with their 1 year, what I call service contract, I asked the person I was talking to for what we had agreed in our conversation in writing, he didn't like that. We talked about a date and time and window for that appointment. While I was waiting for the acknowledgment for the appointment, I asked if there was a deposit at this time or pay after the work was done, he replied, payment up-front. That is when I gave him back the literature about their service plans and told him to cancel the appointment and walked out never to deal with Geek Squad in the future. Later, the same day, I had to get in touch with Geek Squad customer service to find out why the appointment, I had scheduled and cancelled while I was in the store, was not cancelled. Again 3-4 hours to resolve that issue.
After, what I call "Pulling Teeth", and the notorious yank game, I actually reached a young man who even cooperated with me and, after 1 hour on the phone, got some answers to my questions. Ultimately looking for some sort of confirmation confirming the scheduled appointment was cancelled. This young man provided me with that information. Do you see how much time was spent on this very simple request. TOO MUCH!! Why are customer service people so resistant to helping their customers, or giving their customers answers they might be looking for. I find, so often, I am saying, "You are really doing the company you work for a disservice and are hurting the business". Maybe you have to be from the old school, where, at one time, people took pride in what they did.
If these so called customer service individuals continue to not give good or even adequate customer service, customers will bail out and go elsewhere as I am doing. Maybe they don't realize their worldwide enterprises are built on their customers, and if they don't shape up, these enterprises are going to end up right down the toilet. Much more training needed, indeed.
I had purchased a brand new 65 inch Samsung Curve television and bought the extended warranty to go along with it from Best Buy. A little over a year after the purchase the tv internally malfunctioned. This alone was frustrating and when I called Geek Squad and let them know they told me they had to ship parts to my house, without ever coming out to look at it, and they scheduled the repair for 6 days later and the guy who scheduled it promised me the parts would be here by then. Come Monday after work still no parts so I called them to find out why and they were shocked the parts didn't come and now are having me take another day off of work for Thursday with still no guarantee the parts would be arrive so then I later that night I got another call saying they want to reschedule again for Friday.
Now it's Friday and only one of 2 parts arrived and they want to reschedule again for the weekend. This is absolutely the worst customer service I have ever experienced. They were not willing to work with me and were unapologetic for the hassle they put on me. Do not purchase electronics from Best Buy and get the Geek Squad insurance 'cause you can't get them to keep a schedule or even work with you.
My elderly mother purchased a Lenovo computer from Best Buy. It started having issue 3 months later. It turned out to be a software issue according to Geek Squad. We did not purchase a plan as the last time they attempted to sell me a plan it was cheaper to look at a new laptop. I had an appointment and went in with the computer. I ended up waiting for 20 mins past my appointment time as there was only one person working. When my turn came she basically did exactly what I did at home (and described on the phone) to come to the same conclusion I had.
They then proceeded to try and sell a plan (despite the computer still being under warranty, which doesn't apply to software). The amount of the plan is more than the fix - windows 10 just needs to be re-downloaded. Best Buy will not take the computer back and Geek Squad is useless (unless we buy hundreds of dollar’s worth of a plan to have them reboot the computer in safe mode and re-download windows). I am not happy at all.
I had only the worst experiences with Best Buy. Took Best Buy’s rep recommendation and purchased HP Pavilion in 2016 for work along with a 3 year warranty from Geek Squad. Big mistake. Within a year the battery died and laptop didn't operate unless plugged in. I called Geek Squad technical support, spent about 40 minutes on the phone, they told me that it is not a problem. I should take it to Best Buy location and they will replace it for me. Took it to the Oakville Best Buy location, where they didn't even look at my laptop. Was told that laptop battery usually dies in about a year use (what a joke). Obviously battery is NOT covered with their warranty even though it is the battery defect, not the end of the lifespan. Called Geek Squad technical support again they said that I should speak to the manager of the store as they have never heard of battery dying within a year.
Took it to the store again, "manager" ignored my laptop, and said they can take it to repair. It will take 1-1.5 month and will cost $ 200! Called Geek Squad twice and both times got transferred about 4 times to different locations and as a result got disconnected. Spent $250 on their warranty and they won't even check what is wrong with the item. It sounds like half the store doesn't know what they are doing, the other half doesn't know how to communicate with clients. Save yourself some time and buy someplace else, i/e Costco, even online is better. DO NOT ever buy into that Geek Squad warranty, big lie and huge waste of money. Very unprofessional staff.
Do not purchase 2 Year Geek Squad Protection Plans for any Samsung Mobile devices. I purchased my Samsung Galaxy S8 at a Best Buy location in IL in July of 2017 for ~$600. I also purchased the $199 2 Year Geek Squad Protection Plan for coverage on this phone. The Best Buy associated showed me the Plan Brochure and explained that screen damage would cost $59 and an entire phone replacement was $159. Completely reasonable for an expensive cell phone.
Unfortunately, I recently dropped my Samsung cracking the screen. The phone works fine, I just need the screen replaced. I called a Geek Squad in Gurnee, IL and was told I'd need a new replacement phone because they don't fix Samsung phones at that location. I went on the website and called the 800 Geek Squad customer service number who told me I just need to go to the Samsung Service Repair Center in Des Plaines and they will be able to fix it. I call them first (thankfully) to find out they only repair Samsung Appliances.
So, I called Geek Squad again. This time, I'm told that Geek Squad does not have authorized Samsung Cell Phone Technicians who can work on Samsung phones anywhere in the entire state of IL. They then gave me a story about how Samsung only authorized this in a few states and IL is not one of them. The only option I had to repair my Samsung Galaxy S8 screen, is to pay for a new phone replacement at $159, almost triple the amount I was told when I purchased the plan.
I don't get how a corporation as large as Best Buy/Geek Squad can get away with deceptive practices such as this. If there are no Samsung Technicians available in IL to fix Samsung phones and the only option is the pay for the replacement, then why are they permitted to sell a product with the $59 option? Obviously Best Buy/Geek Squad knows that can't replace cracked screens on Samsung devices in the state of IL for $59. The fact that they continue to sell these plans in IL to IL customers purchasing Samsung devices without disclosing this fact is unethical and wrong. I bought this plan because I figured my screen would crack at some point in the first 2 years. However, I did so thinking it would be $59 for the screen replacement. Had I known that it would be $159, I would never have bought this plan. Nobody would.
I purchased washer/dryer from Best Buy making sure measurements are accurate. It took 3 "installation" visits from Geek Squad to learn that my product supposedly doesn't fit. It took 3 teams of people to tell us promised job can not be completed. One of those teams was actually helpful giving proper recommendations, but when requesting that particular team from Geek Squad was told that Geek Squad has no control who does the installation... Ended up contacting person privately who for nominal charge agreed to install my product no problem. It seems like Geek Squad may be able to install an appliance as long as it doesn't require more than plugin to a power outlet.
I went to Best Buy Geek Squad for assistance with my computer. I had to wait in line for over 30 minutes. One of the squad reps. had to be told to come to the counter to help me. I got sent away because they were busy with maintenance. I returned several days later. I checked on the repair status two days later and was told I could pick up my computer the next day. I went in two days after and was told the computer had not been touched and would not be ready for a couple more days. Let alone I had to wait in line for over 1/2 hour to be told that. Only 1 person on the desk for most of the wait time. This is consistent with anytime I have needed help. Poor customer service. The worst in any store I Have had dealings with. If I didn't have a computer repair contract I would go somewhere else in a split second. Fix it Geek Squad. I am not the only one tired of waiting at that desk for service.
A business customer for about 7 years, Geek Squad was perfect for us. We are not computer savvy, just need help with little problems - at $99. a year - great deal. I called in for another small problem-printer not cooperating. They said I needed to rejoin at 3 times my original price, said I did not pay my yearly membership. I remembered seeing the fee on QuickBooks, responded I did pay and was able to prove. 5 people later and after about an hour and a half, they did find my payment but it had been sent in as a "1 time fix" because I was past due, my card had expired. That 5th associate realized it was still within the time limit - a manager by then - and everything was okay, she "escalated" the problem, saying she would still connect me to a tech, everything would be good by the time they were finished. I got the tech, he said everything was fixed and started work.
I mentioned my iPhone wasn't connecting to our computer also. No problem, checked-yes it's connecting. No, my pictures are not downloading. Yes, they are. Went on to tell me in technical terms how he knew they were. I still did not have any downloaded pictures but gave up, being able to print invoices was the big picture. Mentioned having problems with our laptop also, said that was a separate call-understood, no problem. Got out printer printing-awesome. Called in next day as recommended for laptop. No account, can start a new one for 3 times amount. Tried to tell associate account had been fixed previously. There was no notes to validate. Couldn't remember the manager's name from previous day- I thought everything was good and didn't write it down.
Another 5 or 6 associates later, me each time asking for a manager, they each time saying they could handle and having me retell the story... Finally a manager, another hour and a half in. She went through the payments, saw we had paid a one time fee instead of it being applied to our membership and "escalated" the problem so we could get the laptop worked on, "Just give us a day or two and call in with this case #. If we don't call you by then". Day or two, then five went by. I called in, they have no notes. Printer is not working again. Pictures are still not downloaded. Should have just shut up and paid to reup at 3 times.
We experienced a seemingly dead Hard drive failure with our ASUS Laptop. The hard drive is a flash memory. The guy at GEEK Squad looked at the computer --- re-started the computer with some program on a flash drive. And then pronounced that our Flash memory was dead --- or maybe the motherboard was toast. NO way could he recover the valuable information on the hard drive. We then took the computer back to Memory Express --- related the story. He advised we take the machine to ICube specialists in data recovery.
The guys there wanted to do a full exam and diagnosis. He estimated this was going to cost $200 and upwards. We decided to take the computer home and risk loss of all the data and re-install windows 10. Lo and behold a miracle occurred. The computer functioned as if nothing had happened. It worked perfectly. Lesson learned: The computer repair business is a total unscrupulous scam!! They take advantage and feed on those who know little about computers.
Geek Squad is a total scam. I have been paying for coverage for years and about 1.5 years ago I broke my screen and had my phone replaced. Then last week my home button stopped working so they sent me a replacement. Within 4 days of getting my replacement it became obvious that it was faulty, the home button would not work. I phoned in and was told when they received my last phone they saw a small crack near the camera and because of that they could not send me a replacement for my faulty phone until they received the faulty phone first. I told them I could not go 6-10 business days without a phone and that I wouldn't even be in this position had they not send me a broken phone in the first place. The guy on the phone refused to help and refused to allow me to speak to a manager so I ended up cancellling my coverage. So now I am stuck with a broken phone that they sent me after year of paying into their fraudulent company.
I purchased the Best Buy Geek Squad Phone Protection on a iPhone 6 and a Samsung 6 Edge and it has been the worst investment I have made. They just keep on fixing the existing phone and sending it back and I have had to send the iPhone in to be repaired 3 times. I would never recommend this plan or buying a phone from Best Buy or purchasing a plan from Geek Squad. Service is poor and the phone representatives are condescending.
First call to Geek Squad was to get a battery replacement and they charged me $112. I had a small crack in the glass. They fixed my glass and send my phone (Galaxy S6) back to me. Battery was not replaced. Second, 3rd, 4th and 6th call was to find out why my phone battery was not replaced. Got a supervisor on the phone and he asked me I would get a new phone with a $784 in 5 business days. The phone I received was junk. There was sticky residue on the top and bottom. Pieces of glue sticking out of the top screen, screen didn't lay flat was 1mm higher than it should, and the glass on the battery side was 1mm higher and has 166 charges on the battery.
So overall 4 things wrong with it more than the phone I currently have. Minus the damage that was done to the phone when they had replaced the screen. Giving my CC# for the 3rd time they said they would send me another refurbished phone. I said no thanks... Sending back the junk phone and waiting for a box to send my phone in to get a battery replaced. No charge. Already spend $112 and 3 weeks waiting to get a battery replaced. I do not recommend getting a replacement phone if the phone you have is in good condition. Fix the phone. Don't ask for a new one.
I recently purchased the GEEK SQUAD computer protection program... $20 per month... includes all my devices and offers discounts on future purchases. I had a PC tune-up and minor fixes yesterday. They did the work so fast, so efficiently, provided so much helpful information and have excellent customer service. I highly recommend this program. My store is in South Philadelphia, but they're everywhere and also offer remote repair. Additionally you can get private tutorials on all of your devices on any program... included!!! If you're in Phila., ask for Melissa. She's AWESOME!
I was told by the store salesman that my install would be free if I purchased the new flex hose kit from you so I did and I was charged for install. Then I had an install scheduled for Saturday Dec. 30th but the truck broke down then we rescheduled for this past Saturday Jan. 6th. When they came to install the range they had to borrow my tools to do the job because they did not have the correct size wrenches. Then they did not have the proper size fittings to install the range. They told me my only choices were to finish it myself and go get the proper fittings or to schedule a new time for them to come. I chose to just finish the job myself. I was told I would be contacted on Saturday afternoon to set things right for these issues. I was never called and when I tried calling it just went to voicemail and I was never contacted.
I have problem with my refrigerator (Samsung) and call to Best Buy and response very quickly, the services excellent, quicky and Eric work very well. Fast and call me to can back to fix parts. I received parts in 1 day and don't pay nothing. I recommend this insurance. Fantastic services Appreciated. To Eric fantastic services very nice person.
Geek Squad expert review by ConsumerAffairs
Run by Best Buy, Geek Squad is probably the best known and most highly regarded computer help service.
Online and at-home repairs: Geek Squad offers telephone support and in-home repair, which is a helpful feature for clients who find it too difficult to bring a unit to the store.
Pricing: One-Time online support is very inexpensive, starting at $49.99 for a PC tuneup. The Geek Squad also offers subscription services on a month-to-month basis.
Short wait times: Consumers can depend on support providers to offer help within a short time, unlike some service providers that have unpredictable wait times.
Support: Geek Squad was primarily aimed at individuals with tech issues in the past and only recently began offering a la carte services of IT solutions to small businesses.
Limited capabilities: Geek Squad doesn’t offer many customizable services to meet the needs of big businesses.
Best for: Individuals
Geek Squad Company Information
- Company Name:
- Geek Squad
- 7601 Penn Avenue South
- Postal Code:
- United States
- (888) 237-8289