Geek Squad Reviews

Today, after three weeks of frustration, I tried to use the Skype system and it's asking me for a password!! The party on the other side cannot hear me. The Geek Squad in Rockville is a disaster, they don't know what they are doing and except for a few good individuals. The so-called expert is a disaster. I wish I had never gone to them. My computer is much worse than when I took it in!!!

I checked and found out that all real IPODS and Apple products do always have the Apple logo on them. I called the number on the work order which was not to my local store, even though it said, BEST BUY LAUREL. The person on the phone, also told me that it should have had a charged and working battery and that it should have the Apple logo. Also the clerk behind the Geek Squad counter told me to just wrap the IPOD up in the work order to take it out of the stop past security. I stuck it in my purse since he would not give me a bag. Shouldn't I have gotten some sort of packaging? Shouldn't I have received the SAME product, and a real IPOD, not some fake knock off.

Best buy gave me the biggest waste of time run around on the phone. I am not happy that me and more significantly, my child were scammed.

A week later, they send me an e-mail. It needs more repairs than they are able to do at this location and want to send my hard drive somewhere else. This time they ask for an additional $1,350! And they said retrieving the data was not guaranteed and $1,000 was NON-REFUNDABLE!!!!! That's right, GEEK SQUAD WANTED $1,600 TO RECOVER MY DATA FROM A $90 EXTERNAL HARD DRIVE!!!!!!!!!! NO WAY!!!!! I have asked for my hard drives back... 3 days later I have not received my hard drives back! I will be demanding all $350 be given back... who knows what other damages they may have caused.

We want the issue resolved as Geek Squad and Locked and Found promises! Their website even says that if the SIM card is changed out, the website will do everything as promised. I paid for the Geek Squad insurance upfront and feel duped. I'm sick of the circus music that Best Buy replays every 15 seconds when on perpetual hold while calling.

First off, you have to make an appointment. This I didn't know when I took the computer in, so after making an appointment for 30 minutes after I arrived, I was told that they don't do single service on computers. I had to purchase a $199.00 service plan just for them to look at it. I picked up an external hard drive at the same time so they could back up my data in case the computer was beyond repair. Another $99.00. So now I am into my old computer for $300 (yes, the same price as a new computer at BEST BUY). Coincidence? I think not.

After a week without a computer, I am contacted by the Geek Squad that they couldn't even get my computer to run long enough to do diagnostics. Their diagnosis... wait for it... Fried Motherboard. Wow, two computers in five years with fried motherboards, what are the odds? They do offer to refund my Maintenance plan fee if I buy a new computer (I should have seen that coming). So to pick up my computer, I have to make an appointment. I call the store, and the scheduling software is down. They can't look at the schedule and write me in, so I have to call the national number and set up an appointment. I research online a new computer at Best Buy and find one that will only cost me about $150 above my refunded money. I go to the store, get the new computer and pick up my old one.

When I got home, I opened the new computer, but then wondered if I could at least get my old one going long enough to back up my hard drive completely, which I did. I then wondered if I could get some Windows diagnostics going, which I did. I looked online about BSOD and found that one of the Windows 7 updates may be the culprit. I ran a new Windows update. I then found a RAM module that was shot. I removed it, and my old computer has been working for a week without any incident. I took the new one I purchased back to Best Buy and they returned my $350.

I have done a little looking online and found that the Geek Squad is notorious for the Fried Motherboard diagnosis. I would not send anyone to Geek Squad for anything, and will NEVER shop Best Buy again.

My attempts to purchase and receive service have included: 3 round-trips to Dover (3 hours each), 13 hours wait time with online Geek Squad service, multiple phone calls, and finally, calling the phone number for the Geek Squad’s Public Defender, requesting a refund for my service contract (#**) which cost $149. The title of this office says it all. I might add I’ve been waiting for that callback for 3 hours and counting... 5 hours and counting... 9.5 hours and waiting... 24 hours and waiting... The personnel with whom I spoke with each contact I’ve initiated with the Geek Squad (on the phone, in store and on-line) have been polite. However, they have not done/completed/fixed what they said they would. However, they've made sure that they disconnect me after hours of waiting. They have not notified me of any difficulty, as they said they would, via phone call and/or email. At this point, my computer has significant other issues besides the initial concern of installing updated Flash Player.

I believe Best Buy should not be selling a product they can not support or manage. I believe Apple has associated itself with a retailer who, for whatever reason(s), is not capable of providing technical support for the Apple products. I believe, at the very least, a caveat should be given when purchasing an Apple computer from Best Buy, that the Geek Squad will be unable to service any Apple computer and therefore, it is recommended that a service contract with a legitimate and actual Apple Store be purchased. I will now need to purchase a 3-year service contract with Apple to restore my MacBook Pro to its original purchase condition, fixing all the errors the various Geek Squad personnel have committed. This will require another long round-trip - perhaps 2 - to Wilmington, DE where an actual Apple Store is located (5-hour round-trip). Currently, I'm writing a letter with documentation of each incident and sending it to Best Buy Corporate and Apple Inc. I'm not holding my breath.

Can't I get this fixed for real someplace else and they pick up the charge for getting it fixed?? Even the online tech said the store techs are not very dependable. I restarted my computer when I started this page and it just went BLUE SCREEN on me... Again... No lawyer now unless that is my only next choice. I can't afford one and they caused this problem - not me.. Please advise.

I had to take a plane that same day. As I use my computer for my work, I had to cancel my flight and postpone the mission I had to be on overseas. I called finally APPLE SUPPORT (Best BUY DOESN'T MENTION THAT WHEN YOU BUY AN APPLE COMPUTER YOU GET 90 DAYS OF FREE SUPPORT BY APPLE SUPPORT AND SHOULDN'T FEEL COMPELLED TO BUY THEIR 400 DOLLARS "SUPPORT"). Apple support detected the failure of a fan in my MacBook (thank you again, Apple support!) and suggested to me to ask for an exchange of my laptop.

What I did at the Best Buy, DC (14th 3100) the same day, Oct 8th. The Geek Squad team in Charlottesville had advised me to buy a LaCie hard drive (120 dollars). I brought my deficient laptop with this hard drive. I give credit to Best Buy DC, accepted to exchange my computer. They downloaded the data on the hard drive but I has to pay for that, 130 dollars more. They didn't transfer the data on my new computer in spite of this amount of money spent, so that I left the USA on Oct. 9 without my data transferred. Yesterday, I asked Geek Squad remote tech support to migrate the data from the hard drive to my computer. They asked me 69.99 dollars. I paid and... the agent in charge wrote me that he was not authorized to transfer my data! I vehemently protested against what I consider as an act of pure dishonesty. I make this case as public as I can as I have lost several hundred dollars for NOTHING BUT A TOTAL MISMANAGEMENT by a so-called support company that harms my work.

Right now, I have no job or income and have been very sick, awaiting surgery, so I decided to cancel. I went to Best Buy, and they said they could not help me, and gave me a flier to call Geek Squad. I spent upwards of two hours - and all my phone minutes - trying to resolve something w/ 1-800-GEEK-SQUAD, but only got the runaround. I demanded to talk to managers or "someone who is actually able to help", and I got put on the phone w/ people who knew even less. They let it slip out that my phone wasn't covered, and although they were charging me $16.14 a month... it was to protect absolutely NOTHING. Eventually "Lisa" gave us a reference # and told us the plan was canceled, and that we wouldn't be charged for September.

The next day they took money out of my account. They were not authorized to do so. Called them again, livid, but got nothing done... same old song and dance as the last time, only slightly worse (if that's possible). Yesterday we went to Best Buy, and instead of trying to resolve things with the phone department, I marched up to the Idiot - (err, I mean) Geek - Squad, and was direct and clear with what I wanted. It took four of those idiots to tell me that they couldn't help me - and once again, letting it slip out that although they were helping themselves to $16.14 every month for the last 14 months, there was ABSOLUTELY NO PROTECTION PLAN ASSOCIATED WITH MY PHONE NUMBER (or any of the numbers on the family plan).

After that they shut down... would not help me at all - and by "help" I mean pretend to help as that is all they can do - and couldn't even provide me and address for Best Buy corporate (because WE ARE going to contact them - with bank statements - regarding this mess they have put themselves into by stealing directly from my debit card $16.14 every month for a protection plan they never put on my phone).

Worse company I have ever dealt with - and that's saying a lot because I had Clearwire back in the day & they were terrible - but they didn't rob me blind. Would never buy another thing from Best Buy, even if I won it. They have not heard the last from me or my family.... Trust me, I will not only get my $16.14 from what they took after I canceled the plan, but I WILL get the entire amount I was charged for a protection plan that never was.

We paid for this service over a month ago and we have to wait another 10 days when they inconvenienced us by leaving in the middle of our service! We said this date was not acceptable and asked for another date. We did not get a response so on 9/6 as I type this I am currently on hold with Geek Squad. I have been on the phone for over 20 minutes. I was given a date of 9/16 - again 10 days away! I know what they are doing. They say a supervisor will be getting on the phone but they are hoping I will give up and hang up. Advice - do NOT hire Geek Squad. Get an outside installer to install your equipment. You might as well buy it from another place while you're out there looking for an outside installer.

Our home received a power surge and the trouble began. I called and after waiting over 25 minutes, I got a rep on the phone. We troubleshot our entire system to decide that TV was the problem. Under warranty, I had to consult a 3RD PARTY SERVICE through Best Buy to set up an appointment and have them take care of the TV - Oh, I forgot the other two appointments where Geek Squad had to come to the house confirm the problem, THEN come back and just take the TV down off of the wall.

We finally got an appointment for them to come back and put the TV up - be reminded, that if the Geek Squad doesn't do ALL of the parts within the install/setup/repair you as the customer void your warranty - only to find out that if not only our TV but also our receiver. Very Helpful, the Geek Squad informed us of the next steps we could take to get it all serviced...NOW WE ARE WAITING ANOTHER TWO WEEKS just for them to come and install the receiver that we replaced the same day that they discovered it was the receiver.

No one will help - no one has tried - and the system they put their customers through is worth the extra money you pay somewhere else for the service. Good luck and if you choose to use Best Buy anyway - you have been warned.

As I am typing, a video has paused itself for 7 minutes and restarted from the beginning, without my even touching it. I am very angry about this because the Geek Squad claimed to have updated the device to make it run more efficiently; however, it is doing just the opposite. Many of the programs quit or freeze. Somehow they've managed to corrupt a couple of my files, and Windows Explorer is not functioning, although the Windows Explorer is something they reported to me when I picked up the laptop. I will never buy another product from that store nor will I ever take another device into the Geek Squad for service. Highly Disgruntled.

Remember readers that the unit is installed with all the wires connect through my car. He can't take it all out and put in a new one without charging labor. Now I go to Best Buy to talk to manager about my issue and I can't take all the wires out again and put it in again with another one without getting charge again for labor. Manager said to come the next day and the Geek Squad said that they will not look at the unit until its out of the car. Unless pay them $150 first. I told them I talk to the manager about this and he said that they will not. I told the Geek Squad about it's a used unit and he said that it's not but refuse to even look at it. Pretty much told me I was a liar.

At the point, I went to FRYS and got a better model but last years and install it with no charge. Took the Pioneer back and got a refund. At the point I will never use Geek Squad or ask about them. Best Buy was okay but bad commutation with Geek Squad and will not use Best Buy for a good time or until I feel better about it.

I am very disgusted with Best Buy Geek Squad empty responses. Best Buy Geek Squad has misled me, the customer. I have never dealt with a major corporation that does not follow through with customer complaints. I am very dissatisfied about the service I received from the Best Buy store, 11450 Pines Blvd, Pembroke Pines Florida and the no follow through from Customer Service. On July 17, I spoke to a sales rep, **, at the brick and mortar location. I requested a loaner phone while my Samsung phone was sent in for repair. I have a Samsung Galaxy phone. The phone is fully operational, brand new less than a year old with a cracked screen.

The sales rep told me that Best Buy NEVER provides loaner phones. The only option I had was to receive a new phone by July 19, 13. I asked the sales rep twice, "I will receive a new phone?" He stated, "Yes, a new phone." I immediately called 1-800-433-5778 to confirm I was receiving a new phone. I received several different responses from various customer service representatives on the options to repair or replace my Samsung phone. However no one provided a resolution.

In November 2012 when I purchased the Best Buy Black Tie protection plan, I was verbally informed I had the option to have my phone repaired or replaced. Best Buy is charging me $9.99 monthly and has yet to resolve my problem. Fix a crack screen. Best Buy is bullying me to give them my brand new phone and not honoring their $9.99 a month Black Tie protection plan to repair my phone. This complaint is filed as Best Buy has misled me, the customer, by saying I was going to receive a new phone when it is a replacement phone, still charging me for the protection plan and has refused to repair my phone, refused to contact me, the customer, after I have made several complaints regarding Best Buy Geek Squad service.

Considering my phone is used for business, I was very upset. I questioned them having iPhones for new customers, but was told some crap that the serial numbers would have to match!!! I decided to contact Apple and, of course, they said that was the most absurd thing they have heard and that they want to make sure that their customers are always satisfied. There was no reason that my phone could not be replaced with one already in stock for new customers since the damaged phones can be returned to Apple for repair and resold as refurbished. The representative at Apple did say to be very careful because Best Buy might try to replace my phone with a refurbished phone. **, that is why I pay for insurance for a new replacement! Very upset with this situation!

I've spent over an hour on the phone with corporate Best Buy. When I asked to speak to a manager, I was told that ALL OF THE MANAGERS ARE ALL ON VACATION. Best Buy is the biggest scam ever!!!

In the meantime, the 14-day limit for Geek Squad to repair the dishwasher had certainly long passed, and now they were obligated to give us a brand new dishwasher. I went into Best Buy (the store) with my confirmation code which acknowledged the dollar amount I was able to purchase the new dishwasher with. I chose one then came home looked up that dishwasher on ConsumerReports.com and found that my choice was lemon. I went back to the store the same day and cancelled the order. Guess how long it took for one of the managers to cancel that order? THREE AND A HALF HOURS!!! I went back in a couple of days and choose another one and that was (date).

Since then, I've had five and counting installation appointments either made or cancelled, or they were supposed to call the day before the appointment with the time they were going to come the next day. No one called and no one came the next day to install the dishwasher. I AM SO FED UP WITH THE BEST BUY GEEK SQUAD THAT I WANT TO TELL THE WORLD ABOUT HOW BAD THEIR CUSTOMER SERVICE IS. We call each time and my husband talks to at least 3 to 4 people before he gets someone who gives us an appointment day. And then we don't hear from the company who is supposed to call the day before to do the installation.

Oh by the way, Geek Squad people do not do the installations. They hire other companies and so we have continuously fallen through the cracks. And all Geek Squad does is tell us they are going to send gift certificates for the delays. I'M SURE HELL WILL FREEZE OVER BEFORE THAT HAPPENS. FIVE APPOINTMENTS STILL NO INSTALLATION. DON'T BUY ANYTHING FROM BEST BUY OR AT LEAST DON'T BUY GEEK SQUAD PROTECTION!!!

I was so befuddled to hear that my renewal hinged on my receipt of an email I asked him what email address and then said I would double check ... but would it surprise you to hear that the last email I ever received from Best Buy was in 2012? So I called back and spoke to Rob and he put me on hold and the next thing, I was talking to Ginger who was the most helpful. Ginger told me I have 10 days to make good on my renewal. She gave me the "Plan #" - whatever that is - and told me that the access code was sent to my husband's email... so I went home and logged onto my husband's email and searched as she told me - from May through to June - and, yep nothing. The only emails are from our Best Buy Reward Zone MasterCard.

So I called and this time got a lady named Chris on the phone and after explaining to her that I had been calling and she was now the fourth person for me to talk to, she put me on hold... next thing, the line disconnected. Getting the drift here? So, I took a deep breath and called AGAIN, this time getting Joe on the phone and he told me the same stuff Alex or Aries told me that without the access code - which I have no power over - they cannot renew. He even almost verbatim repeated the narrative about how he was going to "search" his system of codes to see if there was one he could use to renew my protection plan... Of course, there is none he could find...

I told him that according to Ginger, my plan was still renewable for 10 days and he said that actually they have a 15-day grace period during which you can renew; HOWEVER... "Without the access code I cannot renew it" ... Really? It sounds like the runaround to me and I said to Joe, "How can you put me in a position to produce something I have no control over?" He even confirmed that they had the wrong email address in the system and actually until the end of 2012, I had been receiving all kinds of emails with promotions from Best Buy. It's not a good place to buy things from. If I were you, you are better off shopping somewhere else. To think this was my preferred place to purchase electronics... not any longer. I won't go there again.

Three weeks later, after a weekend trip, I returned home to hear two messages on my answering machine from Best Buy, and also a phone call I answered informing me that the computer was ready for pick-up. When I went to the store, the Geek staff said that they had no record of anyone calling me and seemed to insinuate that I was lying. Two days later, I got a call that my computer was back, and when I got to the Geek department, they had just discovered that the keyboard did not work, so it was another trip for the computer to Louisville. Since I have a part-time consulting job, they agreed to take my files off the computer and save them for me for $100 before it went out. They agreed to put the files on another computer since I needed them for work.

A second new computer was purchased at an office supply store, and I took it to Best Buy to have the files put on it. I had asked them to try to put the files on quickly as I needed it for my job. After two days, I returned and the data was not put on the computer. After several more days, the files were put on the second computer, so I was able to go to my consulting job.

After nine days, I called Best Buy and asked if my first computer was back from its second trip to Louisville. One of the staff told me that the computer had just arrived in Louisville, Kentucky. Since Louisville is 160 miles from the Best Buy store, something must have delayed its arrival. Two days later, I got a call that my computer was ready and back in Beavercreek. I then went to the store and took my Microsoft Office Suite, which I had purchased from Best Buy, and asked them to put that on the computer when they put the data I had paid for them to save back on the computer. I was told it would take two days. When I returned to the store two days later, it was not done. On my next trip several days later again, I was informed that it takes a long time to put the Microsoft Office Suite on the computer and it was not ready. (I had downloaded Microsoft Office on my second new computer at home in under 2 hours). Several days later, on my third trip (about 5-6 days total), my computer was ready and I took it home.

I believe that in the future, I will purchase computer products and services from another store. The office supply store where I purchased my second new computer was very helpful and pleasant to work with. In all, my computer ordeal took six weeks and about 8-9 trips to the store, with information given at several visits that did not seem believable.

Prior to leaving the store, the Geek Squad manager called the Mobility folks and informed them of my phone situation, and that my mobile prison sentence with Verizon was over. Instead of offering me a loaner phone, the Mobility representative attempted to send me wireless jail again by offering me a new service contract and a fancy $700 phone for $199. I politely refused and left the store. Friday, May 3, I arrived at the store. A search was performed in the store room for my phone. Moments later the Geek Squad technician returned and stated that the phone was still in transit and would arrive on Saturday, May 4. I made an appointment to pick up my phone on Sunday.

Sunday, May 5, I arrived at the store. A search was performed in the store room for my phone. Moments later the Geek Squad technician returned and stated the phone was still in transit and a new request is needed to be submitted. I was livid. When asked to speak with the store manager, the Geek Squad manager informed me that the manager was on vacation. When asked to speak with the person in charge, the Geek Squad manager informed me that he was in charge. I said, "Unbelievable. I paid $600 for a phone. I paid $169 for extended service. I need a phone." Realizing my frustration, the Geek Squad manager sent a mobile representative with the same hue as mine to talk to me, as oppose to apologizing for not ordering my phone and allowing me to speak with someone who could provide me with a loaner phone until my phone arrive.

As a result of the cherry picked, technical assistance selection, my frustration grew even greater because of being insulted. I informed the Geek Squad manager that Best Buy Executive Offices will hear from me! Before I left the store, I received an email indicating that my service request was received and the expected due day was Wednesday, May 8. I did not receive such a notification on my initial visit. Frustrated and angry, the Mobility representative offered me a Samsung Galaxy S to use while waiting for my phone to arrive. I accepted his offer as I await the arrival of my replacement phone.

Today, after waiting a week to get a technician to schedule an appointment to fix the ice maker in the fridge, we were told the window was 12-4. The tech called us before 8AM, nice wake up on a Saturday, to say he'd be here between 3-5. Of course, it is now 6:00 and no tech, no call, no anything. These continuing problems have ruined yet another dinner and wasted another day. My guess is if history repeats, he won't be able to repair it the first trip anyway. Avoid Best Buy whenever possible. I won't buy anything that's not disposable again.

On March 27th I visited the store and talked to the manager on duty (CK). She checked again at the repair company and was told that a television board had to be put in the set and it was being installed at that time. I requested a loaner and was denied, but was offered a 13-inch with a $50.00 deposit. I have no money and I should be complemented for not having my TV. Now on Thursday, March 28, Best Buy manager (Mike) called and talked to my husband. They told him he talked to his mother on Wednesday, March 28th. I am the spouse and I did not talk to Mike in the store. I was told he was not there. That's an insult and very unprofessional on his part. He also stated to my husband that the repair company is waiting on the part needed to repair the TV. If the part is not there by March 31st, the store will replace the television.

I called the store and asked for Mike in Geek Squad, only to wait on the phone the first time for five minutes and had the phone hung up in my face. I called back a second time and asked for Mike. I waited for ten minutes, only to be hung up on a second time which was very provoking. It is now 8:15PM and I went to the store and talked to the store manager (Mike), which was no support at all. He stated the customer service representative answering the phone does not know how to work the phone. Then why should she answer until she learn? I heard someone on the phone before they hung up both times. My husband talked to a Best Buy manager in another city and was told that Best Buy have loaners and do repairs locally, which is standard for all Best Buy.

What is the policy? The manager stated He would not do anything. He will wait for the Geek Squad (Mike) to come Saturday, March 30th, and he will check with the repair company and let us know the status. As you can see, I have been tossed around back and forth, upside down and nothing has been done from Best Buy or the repair shop. We have been misled, hung up on, avoided and treated with no respect.

I had gone back on several occasions. But because it was just after the holidays, whenever I went there on my lunch break, the lines were extremely long. I had eye surgery on 1/10/13 with complications and couldn't see for about two weeks. I finally went back on 2/25/13 and was informed that I have a store credit that’s due to me but that it was in the safe and there was no key for the safe. I was informed that I should get a call in 1-2 days in regards to this matter by one of the supervisors. It’s a little over a week and I have not gotten any call. I called this afternoon (3/5/13) to inquire on the status of my store credit, which is "locked up in the safe," and was informed by Atia that there is still no key to the safe. I am being charged for this laptop; meanwhile, I have no physical equipment.

I need this matter resolved. I find it unfair for me to keep paying for an item that I can’t get. Either they give me my store credit so that I can get a new laptop or they refund my Best Buy credit card. I can't and shouldn't be given a runaround. It's poor customer service. Please consider helping me with this matter.

They programmed the phone with the wrong number (belonged to her brother, turning off his phone). The phone did not work properly! I could not hear anything, and no one could hear the speaker. I took the phone back to get it replaced. I was told that they would not replace it, but would fix it again and offered another phone; they gave a SIM card to give to her brother. He has been without the use of his phone for three hours. The service we have received is terrible. I'm paying insurance on 4 iPhones, and I'm starting to wonder why? I'm going to be paying about $180 a year per phone, and I'm not sure that it is worth it. The job time lost, gas and aggravation are things that I absolutely find detestable.

Did we receive an apology? Far from it. The store personnel were completely arrogant. However, the second team that came out for the second TV was professional and competent. Now, we are waiting for Geek Squad to arrive at this moment for a computer issue; we paid big bucks again. They are already an hour late, and we are their first call of the morning; they promised to arrive at 8am. They called at 9am and complained that they live on one side of town and us on the other. Maybe they will be here at 9:30am, they say. Also, the technician had the gall to say that he doesn't like to install the product we ordered.

This is terrible customer service. At this point, I hate Best Buy. Go somewhere else that gives quality and prompt service and appreciates your business. Do not go to understaffed Best Buy that appears to care little for customer service. Unlike other companies, they do not even call to see if the service was satisfactory. They just do not care. They deserve to go bankrupt with this poor attitude.

The employee also stated it would be another 2 to 5 days to fix. I told him I would call back to let him know what I was going to do. I have been calling for the past three days now, unable to get through. A customer service rep took my number and advised he will get the message to Geek Squad and have them call me back. I have heard twice now, on two different days, and have yet to receive a return phone call. I know in general, customer service has deteriorated from what it used to be; however, Best Buy has the absolute worst customer service I have ever experienced and it's not just this experience with the laptop. It seems everything I buy there that I might have a question with or there's an issue with the produce, the customer service is the worst. This most recent incident is just icing on the cake.

The next time there was an attempt to use the camera, the pictures were blurry and not usable. We returned to Best Buy on August 29, 2012. They refused to do anything to fix the lemon of a camera because they said it was now beyond the manufacturer’s warranty and we did not purchase a Best Buy extended warranty. Our explanation that we brought it back twice while it was within the manufacturer’s warranty elicited no sympathy. So we came home stuck with an unusable camera on which we spent good money. We will not buy anything ever from Best Buy.

I was also asked if I had my data back up disc, but it was never given to me. Not a problem - it's stored in the main system and they'll have someone take care of that for me. I get another call stating the disc I dropped off was not the recovery disc and I now have to order if myself from Dell. So reluctantly, I agreed and it got shipped to me and I dropped it off at Best Buy. I got a call back that if I want to have the back up re-installed in my computer, I have to drop it off. I told them it was never given to me. They told me, “Sorry, we only hold your info for 30 days.” What! Sorry, those are years of pictures stored in the data! That’s not acceptable.

The store manager has not been helpful. I get the feeling she has an issue with me. When she talks to me, she has an angry tone with her arms crossed. I have seen her interact with others but with me, because either of my problem or my dissatisfaction with my phone that’s not working. On my first visit her tone was direct and rude. Basically, I was told to call for a replacement phone or take a loaner and wait 30 days for a repair. I left dissatisfied and went to the local Best Buy store and met with a manager by the name of Andre and was told that I may have a battery problem. But that turned out to be inaccurate. He was helpful, though, and tried to diagnose the phone issue. I called today, July 30, and Nick tried to assist me, but again no phone was available. I went in later this evening and again there’s no satisfaction.

The sales associate informed me there’s no phone replacement comparable to my phone; therefore, I have to have my phone repaired and be issued a loaner. I stated, “You’re selling the Epic Galaxy II and you are marketing the New Epic, so what do you mean there’s no comparable phone existing?” I asked for the formal complaint process. I was told to call 1-800-Geek-Squad or 1-800-Best-Buy. I asked for the number to the regional manager. I was informed by Nick ** and he had no professional phone or email contact information and he could not give the store’s personal phone POC number. I asked Nick to call Mr. ** while I was at the store as I would like to talk to him. Nick went to get his manager Lisa and she came from the back, obviously angered. She told me that they have offered me all my options and that her regional manager was too busy to talk to me (too busy to deal or hear a customer’s complaint).

I asked Lisa, “Are you refusing to provide me with the email to the regional manager?” She said, “You have my answer: he is too busy.” I asked her last name to make a formal complaint. She said it’s none of my business. It’s not that it was the protocol, but she angrily said that is none of my business. I left the store embarrassed, dissatisfied and even more with a phone that still does not work.

Just months ago, after getting Norton back on the computer, it blanked out- everything I had was gone. So, I brought it into Best Buy for their Geek Squad services. They ran a test and said it has a software problem, there was a virus. Okay. Tell me something I don't know? Since they didn't do anything and wouldn't unless I paid them an arm and a leg, I brought it home and it sat on my shelf for three months since there wasn't much I could do.

Just a day ago, I brought it into an independent computer contractor and he told me it was a hard drive problem. And, instead of running a flimsy three-hour test, he put a new hard drive in and it ran perfectly! I called up Best Buy and they said it was "all my fault" and that "the hard drive broke after they diagnosed it. It could just break on random." What? It's my fault that they didn't even have the slightest attempt to help your product? Please respond. I wouldn't want another person to be in the same web of problems as I. Thanks.

Later, I discovered that it is very easy to make a restore disk, no damage to my computer and I could have easily installed Office and the virus protection disk. It was just convenience and time that Best Buy saved me, all for $100. That's ridiculous. I also found out that Samsung has a tech support line available 24/7. I feel completely ripped off. I should have been at least offered the information to look over the restore disk info on my computer, read the Office information card and virus info and if I couldn't do it, then go back to the store for help and pay for the help. I went back to the store now, less than a week later, to complain. I spoke to the manager on duty. One of his first responses to me was that perhaps I had buyer's remorse. That was insulting. I explained to him that I did not have buyer's remorse. I loved the computer and printer I purchased. I just felt ripped off by purchasing the install, restore, Geek Squad, etc.

He also kept telling me that he was sorry that my perception of what I had purchased was wrong and he continued to re-explain what I purchased. I know what I purchased. He then explained that it's all for the time-saving and convenience of the customer. He explained this to me twice and it was very annoying. I know what I purchased. This is not a work computer. I have all of the time I need to install disks and press buttons to download software. I also could have easily removed the advertising, etc. from Samsung. When I started up the computer, practically the first thing it asked was if I wanted to make my restore disk. The manager refunded the year of Geek Squad, but I still had to pay for the restore disk and computer cleanup/install because the service was rendered.

When we were all done, he walked away and he was speaking to another Geek Squad associate and laughing. Very unprofessional. I can't prove he was talking about us, but I suspect it. I feel like a complete sucker. All in all, I still feel completely ripped off. Best Buy will not be my choice for purchasing anything in the future. I am very disappointed, feel ripped off and deceived. I will definitely pass this along to my acquaintances in regard to buyer beware at Best Buy.

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.

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.

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.

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.

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!

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.

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.

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.

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.

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.

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.

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 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 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?

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.

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.

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.

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.

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.

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 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.

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.

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.

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 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.

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.

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 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.

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.

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.

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.

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 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.

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.

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!!

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 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 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 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.

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.

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 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.

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.

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.

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.

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.

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 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 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.

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.

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."

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.

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.

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.

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.

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.

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.

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 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 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 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.

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 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.

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.

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.

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.

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 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 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.

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.

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.

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.

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.

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.

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.

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.

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 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 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.

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 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 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.

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?

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 and said they put in a new one. When I started to use it, it had a virus & other junk that took me 2 days to get rid of. There were 18 other times which 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 & finally found it in a back room, still bearing several of the previous stickers bearing my name & a bar code for ID. I've been crippling along with it now & I can't understand why the DVD tray is out now. My beat up old Compaq that they turned their noses up at never had anything done to it except to add gigs.

I wish I had the info in this site before I bought this junk yard. I really would appreciate any help your attorneys may get for this problem. This is a model t3516 purchased on 12/2/06 with time out in Best Buy 19 visits & a Geek appearance at home with no substantial results. I guess short of gutting this case & putting in Compaq components, it's impossible to keep this thing going right. I will also be glad to give testimony on eMachines & Best Buy's performance!

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 and 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 **. 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 cannot believe this is happening. I tried to complain, but was cut off repeatedly by ** 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.

On a side note, I am lodging a formal complaint to BB headquarters about the service I have received and seen in BB Puerto Rico. Never in my life have I seen so many people standing around talking or chatting on a cellphone 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 nine people (nine!) milling around doing absolutely nothing behind the customer service desk. All I had to do was turn my head to the left to see people looking around for someone to help them. Just seems wrong somehow.

I wasted $20 in gas, driving back and forth. 6-8 hours were wasted dealing with the situation. I suffered $370 in economic damage for the incomplete service. Undetermined amount of business damaged due to incomplete work.

On 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 it for repairs. I went to the store manager (**) 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 manager’s response to damages on my laptop. Cost for restoral was approximately $139 and why wasn’t the audio/video issue brought to my attention at the time I picked it up. Consequences: PC shell damaged in front corner and right hand side, audio card not working at all, video card damaged.

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.

I returned them to the GeekSquad for repair, as advised by Best Buy; I 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 Best Buy/GeekSquad 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/manufacture repair; we were told it would be a few more days and additional fees. The iPod's glass face cracked in March/April and we were told that it had to be sent off to the only place making those repairs. Best Buy 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 Best Buy 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 usable and we cannot seem to get any help from Best Buy 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.

I have spent too much time and money and have driven 600 miles to retrieve this item (since this was a Christmas gift that I have 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. However, the problem is I have not received this card nor the money I was later promised instead of the gift card. I am just tired of talking for hours at a time. I get transferred from one person to another and promises are made, but I never hear back.

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.

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.

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.

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.

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.

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.

More than two weeks passed since he told me that Best Buy would contact me. My waiting continues. In the mean time, I’ve 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 it’ll 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, I’ve 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 would’ve suspended both accounts had I had known the repair would take this long. Every time I talked to a Best Buy agent, after apologizing profusely, he/she assured me it would 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 they’ve deployed delay tactics on me, hoping to avoid repair/replacement costs. Decide for yourself whether you want to patronize a company like this.

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. It was a miracle; I really didn't have to do anything except to keep trying. It seemed to be working okay until yesterday when I was checking a disk I burned to see what was on it and my DVD/CD Blu-ray disk froze. I wasn't able to close anything down even with shift, control, and esc. It resulted in having to close the power button down. I turned it back on, restart using normal system. I got the initial log in screen back and 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 $2,000 after adding a number of things, warranty, etc. Now, my laptop has been sent out, and I am again without a laptop (I used for work and 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 laptop long). It frustrates you that you spend good money and get lemons in return.