Geek Squad Reviews

The last time I had to take my computer to Geek Squad, the Agent, let me know that it would take about 3 days to clean up and return the computer to a usable state. Unfortunately, it took over 7 business days to get my computer back. The original quote of $149.99 turned into $349.99. In the end, I got my PC back, late and over estimate. They informed me that I needed a new hard drive.

Once I got the computer back, I still was having issues with the new operating system installation. Apparently, once they installed the operating system, they left a few issues unresolved. My computer was missing the data, the computer was starting in a weird mode that I could not get it out of and It was incredibly slow to start and restart. I began to look at reviews of Geek Squad, and I came across this site. One of the users suggested Secure Remote Support, as a possible alternative to Geek Squad. After doing my research I contacted them to repair my still broken machine.

After a brief diagnostic period, which I did not pay for, they informed me that there was nothing wrong with my old hard drive and that I had been scammed by Geek Squad. John was able to get my computer up and running using the old hard drive and after a few hours, got the infections removed from the PC. I didn't lose any data and I didn't have to reinstall any programs. Additionally, John offered me LIFETIME protection software for the computer. While expensive, it is guaranteed. Geek Squad won’t do that.

I was able to go back to the Best Buy Geek Squad and speak to the manager and explain the entire situation. I offered up the invoice and diagnostic paperwork from Secure Remote Support and they decided to give me a full refund. I did have to threaten a chargeback with my American Express. I also returned the hard drive that the Agent said was absolutely necessary for my machine. Most interesting, while I was waiting in line to speak to a manager, there were approximately 6 other customers in front of me. Of all those people, most of them I heard complaining about issues and problems that weren't related to the computer. It sounded as if they were experiencing similar issues to me. After reading some of the reviews related to them, I am not surprised there are this many problems with this service. I will not be using the Geek Squad in the future, and I suggest that you don't either.

At the end I got the cord, need to call the store with serial number. I did it. I still have my job, but Best Buy you need way better way to handle consumer. Because this took me a hour to get a Power Cord under warranty and having 9 person to handle a problem. I want to say that manager did help, people after all that trouble was nice but why to get people running around the store to get a easy exchange.

My Note began to act up recently. It deleted all my contacts, began freezing, turning off by itself. I took into Best Buy to have it checked out and replaced. They informed me they could replace it with a refurbished phone and it would take at least 2 weeks. I would have to be without a phone for 2 weeks (they do not give out a temporary phones). I take really good care of my phone and was concerned about getting a refurbished phone. As I contemplated and asked questions of the representative, a customer on the next booth informed me that it was the 4th time he was at Best Buy replacing his Note 2. All the refurbished phones they had given him did not work well, so he was there to replace it for the 4th time!!! He recommended that if I took good care of my phone and that if it was currently working well, that I would be better off backing up my information somewhere else and keeping it since he had such a bad experience multiple times.

I spoke to my representative about this along with the other customer there present. The representative said, "I know, but that's all we could do, replace it with a refurbished one". I spoke to the manager and requested a new phone due to the information I was receiving from the other customer. He said they could not. He recommended that I buy a new phone since I qualify for an upgrade now. They said they could try and fix my phone if I wanted to, but that I would be without a phone for at least 2 to 3 weeks also. It seems like the Geek Squad representatives were very familiar with these complaints and did not seem to care whether they gave quality customer service or not. I really do hope there is a class action lawsuit against Best Buy. I am extremely disappointed with their service and policies.

No notice was ever given to me, and when I signed up for the protection plan it was a contractual agreement....yet they didn't stand up to their end of the contract. I was also told they would provide a phone to me until my replacement came in, they did just that but with a deposit of $50. This is so wrong...and happened at the Best Buy at the Highlands in Triadelphia, WV. I am sorry but you offer a plan to a customer and if changes occur on the plan shouldn't something be sent to the customer to notify them or shouldn't I be grandfathered under the old contract?

I can get my insurance through Verizon, which I plan on doing, and get my phone overnighted to me. No lies, no gimmicks and no bull crap! I'm sorry but I was and still am very disappointed. It was ok for for them to deduct my insurance payments monthly yet they could not contact me about the changes being made to my insurance. AGAIN VERY WRONG AND VERY DISAPPOINTED IN THE SERVICE.

A few days pass and we went back in hoping to get this taken care of. We hand the geeksquad tech the paper we initially filled out on our first visit. He says he's gonna look up our account, and disappears into the back room for a while. He comes out of the room and walks right past us. He goes over to some fellow employees, chats with them for about 5 more minutes. He then comes back to us with a manager. The manager proceeds to tell me that there is a fee of $150 to have my daughter's phone fixed. I explained to him that I purchased to geeksquad protection plan over Sprint's due to the fact I was told there was no deductible. He tells me, "sorry if you were misinformed" but there is nothing we can do.

I plea my case again and he tells me, "Sir, that phone is worth more than $150". In which I respond, "that's nowhere near the point or issue here". The issue is Best buy employees misinforming people about the products and protection they sell. So, frustrated and getting nowhere with the manager, I come home and get online. I googled the issue I had in the store only to find literally hundreds of the same account. I have called and cancelled my protection plan with best buy. But, my daughter still has to live with her broken phone as I refuse to give best buy one more penny.

We went to drop it off yesterday and spoke to a completely different man. He was behaving suspiciously and everything he said and did contradicted what the other people said. For starters, he wanted to do a second diagnostic and fiddled with the drive. After that, he told us that he was charging us 150 again. When we were about to give the drive, he told us that they reserve the right to charge us 500 dollars for a non-refundable charge, in addition to the data fee. We questioned this and told him that it wasn't what the other agents said and he basically accused them of lying and not doing their job.

His behavior was unprofessional at the least and shady at the worst. I'm not even sure if the money would have gone to anyone but this guy. They can't lie to people, charge them two and three times for the same service and claim that paperwork given to you BY the store isn't true.

If this ** can rip us off and try to charge money to our account, any of the employees can. I don't know who's lying and who isn't so they don't get business from me ever again. Micro Center was a lot more expensive, but at least they were honest.

Call again - here's the response. Your part was on a train that derailed and it would be another week. This is bs now. 1 month no attempt to call me, update stats nothing. I am always calling them. The part finally arrived (35 days after first service call) and the third party company set an Saturday appointment from 9-12. They never show up. PO'ed at this point - no answers, no accountability, no solutions, 2 months no washer. I work retail and for any company to not inform customers about status updates about their purchases and not following through with their own appointments is unacceptable. NOT buy from Best Buy. Go to Home Depot or Lowe's - they will match the lowest Best Buy price.

I was told that I would be given a new Chrome ... Great Right?!......... NOT!!!. I was told that I would have to purchase a new protection plan. This is where I became very agitated and mention the high price that I paid for the renewed plan back in March. The Manager was called over and when he heard how much paid for plan he said "why did you have to pay so much to renew? That is not the right price! You need to call for a refund," HA! Best Buy/Geek Squad does not in my experience believe in HONESTY, INTEGRITY, or FAIRNESS. They refused to refund my hard earned money even though they charged me more money than they should have and it was their mistake and even went as far as lying to Me about what I said saying that I ordered an advanced plan which I clearly DID NOT {if they listened to the recorded transaction they would know this}.

What I asked for was a renewal of the plan I already had. Then they claimed that the time to dispute the charges had expired {very convenient for them} Terrible customer service, Shiesty, Ruthless, Thieves that will never get another penny of my money. I have read many other reviews of dissatisfied customers who feel the same way. I would love to make a group effort to stop their Greedy, Selfish Criminal practiced but I noticed that we are not able to communicate with each other ... at least on this site. So once again the unwitting consumer has been defrauded, abused and robbed of their hard earned money. SAD!!!. If I were rich I would go after them Hard Body!

I am a full time student with a part time job and I depend on my computer for everything from accomplishing my school work to filling out work and school documents; so I'm sure that is pretty obvious that I had every intention of renewing my membership on time had I been notified correctly of it's expiration. Because of their failure to notify me correctly I was unable to properly ensure my computer and was showed absolutely no understanding for a problem that was not just my fault but theirs as well. Now because I trusted Geek Squad to keep their word and give me adequate notification as well as coverage, my computer has no warranty. And if anything were to happen I'd be left with nothing since I'm not in a position where I can easily afford a new one. This whole situation is a shame and could have been avoided had Geek Squad sent me the proper notifications.

The set up last a week and doesn't work anymore. I call Geek Squad and they argue with me and want more money to come back out for a second time. I bring the 2 Apple routers to an Apple store and they reconfigure the routers. This last for a month and I am back at the Apple store. Apple sells me their Apple extreme for my large house and tells me that Geek Squad should have installed the extreme router and not the air. I am out $192 for Geek's service, $200 for two Apple Air routers, and $200 for a new Apple Extreme. Thank you Geek **.

I was furious & told the guy that I didn't feel like the problem had even been addressed & now I basically have a tablet with no touch screen because I don't dare store anything on the computer since I'm just waiting for it to crash again. I posted my complaint to Toshiba & to the Geek Squad. I got a call Saturday from a Geek Squad manager; the upshot of which was the hard drive is very delicate & I must be damaging it when I move it to from my coffee table to the sofa & back (this is literally the only place it's been outside of taking it to Best Buy & since I live by myself I know nothing's happened to it while I'm not home). When I asked how it was that millions of people take their laptops to school, to work, traveling, etc. without a problem then why couldn't mine be safely moved too, he couldn't give me an answer.

When I suggested that perhaps the computer wasn't even tested like it was supposed to be, he became very indignant that I had the nerve to suggest the Geek Squad would ever do such a thing! When he called, he said he wanted to know what they could do to remedy the situation. Apparently, actually fixing or replacing the computer or refunding me my money is me being totally unreasonable. I had stated in my posting to the Geek Squad exactly how I wanted the situation remedied so I honestly have no idea why this manager even bothered calling me except to argue & insult my intelligence. I will never, EVER purchase another thing from Best Buy, will be telling everyone I know about the experience & posting this on every board I find so someone else doesn't go through this.

The whole "free" anti-virus is a SCAM SCAM SCAM SCAM SCAM that Best Buy uses to DEFRAUD DEFRAUD DEFRAUD DEFRAUD DEFRAUD customers YEAR AFTER YEAR, AFTER YEAR, AFTER YEAR.

I will NEVER EVER EVER EVER shop at Best Buy again... That is thousands of dollars per year for phones, speakers, computers, tablets, laptops, DVDs, Christmas presents ETC for my LARGE family that Best Buy now has ZERO chance of getting. I hope they burn in H*E*L/L... I hope the local store goes broke and when it does I am going to drink a margarita in their dark, empty parking lot! If any attorneys are reading these reviews I suggest you very carefully review whether or not they cancel these bogus "subscriptions" when instructed to, because they didn't for me and I suspect a wide-spread scam!

All types of trouble shooting have failed. Before Geek Squad it was loading fine. I just wanted them to check everything and fix what was broke, not break it more. I called and get told, "Oh we should have checked before you left. We didn't. Sorry but bring it back and if it is our fault we will fix it for free. If not well you will have to pay for it and we will have to send it out again." Yeah right, SAVE YOURSELF SOME TROUBLE AVOID GEEK SQUAD AT ALL COST. Bad customer service all the way around.

2 days ago, my daughter damaged her phone to the point that it does need to be sent out. I went to your store and explained to the man behind the counter the situation, and he then informed me that there is a $149 deductible to send the phone out. At this point, I got a little perturbed, and told him that the salesperson did not mention that, and I don't feel that it's fair, and before I could finish my sentence, he said that if I am trying to get the fee waived that I can just stop. As far as I am concerned, this is NO WAY to speak to me, let alone ANY customer.

I then asked how is it fair that I can be told one thing, and then when I need to utilize the insurance, the rules change, to which he said that he can look up the salesperson and ask him what he said, and he'll say one thing and I'll say another and nothing will be accomplished, and there is no manager on duty that I can speak to about it. He then showed me a pamphlet of the 'protection plan' that I purchased, and I pointed out that the date on the pamphlet is later than the date of the purchase, and I was told that doesn't mean anything at all. Now, from what I understand about insurance and protection plans, they certainly are VERY critical of when you buy the insurance itself.

Frankly, I find it very hard to believe that there was nobody else that I could speak to considering the size of the store and the amount of people that work there. Then, HE WALKED AWAY, and there was another gentleman that was kind enough to try and help me out, which he really couldn't. I am VERY insulted, since I've been a good customer of theirs that spends thousands a year in their store.

I explained that I am 62 years old, disabled, living alone and the only person with access to that laptop and that no liquid had been spilled on it. I asked that I be transferred to someone in authority, a manager or supervisor, and was told that was not possible. However someone would contact me within 96 hours. No one contacted me, but I received an email telling me my computer was being repaired and later another telling me it was being shipped to my home. It never arrived, but rather was sent back to the store, unrepaired, and I had to pay $39.99 to cover the shipping charges to get it back (Best Buy has at least agreed to refund that much to me).

Once I got it back, I carefully examined all screws and was not surprised to discover that not a single screw bears so much as a scratch - the laptop was never even disassembled. I knew there had been no liquid damage here, but this proves that none was found because it was never looked at. A "tech" assumed the keyboard malfunction was liquid damage and fabricated the rest.

Despite my BBB complaint pointing out the laptop had never been disassembled, Best Buy "Stands firm" in its position and refuses to take another look or honor the warranty. As mentioned earlier, they did agree to refund the shipping, however did not address the issues of the misleading emails or the failure of a manager to contact me. Nor would they discuss the matter of the laptop never having been disassembled in any way.

I have done business with Best Buy for years, as have a number of my family members. Before this, I can recall only minor issues which were resolved quickly and in-store. I will never spend another dime in Best Buy, and they will lose the business of most if not all of my extended family because of this. I would not recommend them to anyone any more. After my recent experience, I searched online and found a large number of people with similar recent experiences.

Sounds to me like Best Buy employees get incentive for signing people up for the insurance plan. Best Buy is obviously aware of what's going on in their stores and they are not doing anything about it. I'm bewildered as to how such a large company gets away with ripping people off! Best Buy should be made accountable for their unjust sales practices. I'm also extremely shocked as to how so banks and other industries in America are so heavily regulated now, but a company like Best Buy, who has just as many consumers is not. I am going to tell all my friends and family to read the fine print before they enroll in any service at this store. I will not be shopping there again!

So I took it to the store and was told that it would be $200. I said no way. He asked if I wanted to upgrade to Windows 8.1 for FREE. I said sure. When I got home the computer was worse than ever. I was told by another computer guy that he should never have upgraded it. New repair person fixed everything in 15 minutes. The Geek Squad are just rip off geeks. My next computer will not come from Best Buy.

I paid for the program thinking I was getting a good deal. After they had the computer for four days, we received a call and went to the store. We were told it was the WiFi card and we could purchase it on Amazon. They even put an icon on my desktop! We were told once we had the card, we could install it ourselves because it is easy or we could bring it back to have it installed. We brought the computer home and they did not fix any of the problems we took the computer in to fix. We were told that they installed their virus protection and found 68 infections. We already had virus protection so I would like a list of the 68 infections. They told us there were no software issues. We have a computer that does not work any better than before we took it to Best Buy/Geek Squad and it cost us $282. Here is the email they sent telling us "your device is back in properly working order": "Hello Andy, We're happy your device is back in properly working order. Thank you for choosing Geek Squad for your repair. If you have any additional questions or concerns, please let us know. Always there for you, Geek Squad"

Last time I was set up for appointment with one of their vendors to come to home for inspection and repair, it turned out that there was a no show. I called Geek Squad and no one knew what was going on. How frustrating you can imagine, took time off from work to wait for the guy for 4-5 hours, and no one showed up. The problem still is going on. I called the Partsearch to follow up on the parts, and the agent told me that they sent me emails, but it went undelivered. I gave them my correct email after talking to few agents for correction, but the email was never corrected. When I called again to another agent, he said Partsearch did not get the part diagram from Bosch as yet. I told him 2 weeks ago, I called Bosch directly, and the part diagram was sent to me in 2 seconds. When you called Partsearch you will be told that we can expect the email in few hours, it never happened time after time. It does not take hours to send and receive email, common.

I am calling Geek Squad, and put on hold for 35 minutes, after you talk to GS, she sent me to another department, to another department, to another department. Altogether over 2 hours now, still going nowhere. I am trying to put this in words and it is not even close to what I HAS BEEN THROUGH. Just imagine how frustrated a person can be in this event, keep your penny in your pocket, and do not even bother to buy the warranty from BB. Further, the same time when I called to report to Geek Squad, I also have problem with my remote control for the Insignia blue ray DVD player, I had ordered the part for 2 months, and still have not received anything. When I called to check the status, they asked me if I have the reference number, I was not given one, and it was not in their system, and back to square one again, and the Filipino rep told me that the part is not available, and he is offering me to go buy the remote control and get reimbursement.

This was quite a contrast to the professional and kind demeanor of the fellow that sold the phone to me about a year ago in another Best Buy and set the phone into operation. Well, I sought out the phone representative who told me the Mobile phone section would take care of transferring the data. After some 20 minutes, the mobile phone person managed to transfer the contacts only from the old to the new phone. At this time, I had to go back to the Geek where I was fortunate to meet a superior Geek who kindly zeroed out the data from the old phone. Had I not mentioned it, the phone would be there in the store full of the data entered by the user, my wife.

During all of this fretting and walking and talking around to get the date to the new phone, the battery from the old phone had to be used back and forth some five or six times. Best Buy there had no battery to do the 2 phone transfer. All in all, it was a harrowing experience with the original Geek seemingly not knowing or wanting to know about how a new phone could be put into operation after transferring data.

Again, this store's workers just could not compare to the professional, kind, and efficient service we received when purchasing the original phone from another Best Buy store across town. I lived abroad for many years and used cellphones abroad. There is a marked contrast between the attitudes of workers abroad compared to those at that Best Buy where customer friendliness and service was just not a priority. My wife's new replacement cellphone works, but not nearly as well as the original one because of the poor transfer of data that was not set into operation to the extent the original phone was. It was a bad experience for us for a period of about an hour and half.

I waited for nearly two weeks, no one has called me. I come back again to fix my computer, they tell me I have to pay for fixing my computer. I asked to talk to the supervisor, no one wanted to deal with me and my problem. Turned out they have refunded my money back to my bank account without even letting me know. I called, talked to the girl and she said someone from Geek squad will call me within five business days about the problem. No one has called me. I turned out paying for fixing my computer of $300.00+ because of a mistake they made, and I ended up paying for my computer.

I went to the store trying to talk to the big boss. The staff keep on ignoring me and does not want to deal with me. I hate to leave the Geek squad but if this is how they serve and putting the blame on something they do, I can find other business who will treat me fair and make me satisfied with what I want.

I still have the same card number, just the expiration has changed. I was very angry!! They did not give me notice and since we have lots of automatic payments I did not notice my account not being charged for these last few months. They said they would not reinstate my plan and there was nothing I could do! I asked to speak to someone else, like a manager and he refused to let me! He argued and kept telling me that it was my fault. I will not use their protection again. What a waste of money!! I wouldn't waste your time with them, very rude and unhelpful. I would have appreciated some notice that my protection was expiring at the very least!!!

I talked to a Geek Squad rep and he of course "completely understands my frustration. But cannot waive the deductible." And then I called my Best Buy and spoke with a nice manager who also "completely understands but unfortunately her hands are tied." I would much rather them tell me the truth and say "Yes, you got screwed because we failed to inform you of the fine print. But that's how we make our money."

I talked to a Geek Squad rep and he of course "completely understands my frustration. But cannot waive the deductible." And then I called my Best Buy and spoke with a nice manager who also "completely understands but unfortunately her hands are tied." I would much rather them tell me the truth and say "Yes, you got screwed because we failed to inform you of the fine print. But that's how we make our money."

4/12/14 - took phone to Best Buy to get fixed, they said the phone I had in hand did not match the numbers I had under warranty. It then came out about my getting a new phone on 12/3/12. The rep told me the phone I had will not be covered and I would need to contact Geek Squad for a refund and to cancel. Called Geek Squad when I got home that day. Told the rep the story and asked for them to either cover my phone under warranty, or refund my money $254.83 for what I have paid since I got this new phone 12/3/12. I received a case number and told I would be emailed or called within 5-7 business days.

4/23/14 - Have not received ANY response from Geek Squad so I called to find out what the status is. I was transferred to someone in the accounts maintenance dept. I would like to note I could barely understand this man. He informed me that UNFORTUNATELY they would not be refunding my money because I did not call to cancel my insurance when I got my new phone on 12/3/12. I informed him I was not aware I had to do that, that I would never had kept paying for insurance on a phone I did not have, had I known it was not covered under warranty. I then asked to speak to his Supervisor. He told me that if I did that, then his Supervisor would also tell me the same thing. I told him I would still like to speak to them.

He transferred me (on hold for at least 10 min) to someone named Megan. She was not his Supervisor, but I told her the story and SHE transferred me to someone named Travis. He was very nice but he ALSO told me the same thing, they would not refund my money OR cover my phone now under warranty. I told him I really did not think it was fair for Geek Squad to take my money in which I was paying for a warranty, then not cover my phone and ALSO not give me a refund. I feel this is fraudulent.

I, as the customer was unaware of the fact that my phone was no longer covered and was not advised of this from their company. Also, I do not think it's fair that I was paying for a service I am not receiving. I understand they were not aware I got the new phone, and I was not made aware I needed to tell them, so why is the error supposed to be my fault and now I am out the money??? I really feel like this company is terrible in customer service. I understand there are rules they follow, but there are ALWAYS unique situations that come up and in this case, they are wrong and need to refund my money. I believe they are committing FRAUD in not giving me the service I have paid them for for the last 17 months. I feel very helpless and taken advantage of as a consumer.

I called again a few days later and was told the same thing. I also used the internet chat and was offered an in home service call for $49.99. I made an appointment to bring it in. I brought it in. The person behind the counter looked up my file and told me I needed a new monitor. I purchased a monitor and when I got it home found out that it didn't fit my DVI cords. So, I went back and got another monitor. Came home, set it up and experienced the same issue.

Now I was told it was the DVI cord, but Best Buy didn't have the cord. So I got it from Radio Shack. Installed the new cord and experienced the same issue of the monitor not working. Called Geek Squad and was told that the issue was inside the tower and the connection needed to be re-soldered and took it back up to Geek Squad where I was told they could not service my computer. So I spent 200.00 on a Geek Squad membership, 150.00 on first monitor (returned), 120.00 on second monitor (not needed), 60.00 on two sets of DVI cords (not needed), three trips to Best Buy Geek Squad, three phone calls to Geek Squad, one email chat to Geek Squad only to be told there is nothing they can do with my computer. They wouldn't give me a refund on the membership. I talked with the store manager who wanted me to buy a new computer without a discount. I got the name and phone number of his District Manager who has not yet returned my calls. I need another line of recourse.

Repairman returns, calls Frigidaire and ordered another part and scheduled another appointment. Third visit second repairman still problem worse - no water or ice. Now we need to order a door???? May not match other side of refrigerator but at least if should work?? I bought all four appliances so they would match. Also I feel they are guessing at what's wrong since this is the 4th thing they have tried. Out of nowhere both the ice and water start to work again without the door replaced? So I do not want the door replaced since it may not match.

I ask for my warranty to be extended since it will expire in less than two weeks. After, no kidding, 40 phone call to Geek Squad, Corp. office, and store managers and two trips to the store, they say I can't receive a "Free warranty" but they will replace my refrigerator but can only give me partial credit much less than I paid then a store credit so I can get my replacement and spend $500.00 out of pocket to replace it. Again I don't want a new refrigerator, only a warranty. So not any person cares about the person who has bought every TV, computer, and appliance in their home at Best Buy.

If I felt like they had fixed the problem, it would not be a issue but they did guess work. I agree with all the other reviews. The wait time is always 20 plus min. Never get a manager and they never fix the problem. I will not take a new refrigerator, or warranty. I never want them back in my home and will never shop here again!!!!!!! Due to poor customer service. I will eat my loss. Please spread the word. Geek Squad should not be used - just a bunch of kids with no respect to customer service. Best Buy manager tried to help but his hands were tied but if they have them in their store and selling their warranty, they should have more control.

I spoke with the manager on duty and asked that they just give me a battery off the shelf and all he would say is that there was nothing he could do and I would have to wait. I told him that I cannot even use my camera without a battery and even after being told I would have it by today. All he would say is that there was nothing he could do and I would have to wait. Actually it was not that there was nothing he could do, but rather nothing he would do. So much for Best Buy's customer satisfaction. I will be speaking with the Store Manager tomorrow about this and not his or her underling.

In January I received a letter from US Bank explaining that they needed to issue me a new debit card due to the whole fraud scam that happened with Target the previous year. I get my new debit card. A few weeks into February I had an unauthorized charge on my card from Barnes and Noble. Right away I called the fraud department and they issued me a new card. I received that new card March 13th. The issue date of the card was 3/2014. Back to my original story. I asked the customer service manager when the billing on my plan was updated, because I never called to update it in March when I got the new card. I cancelled my plan 2/26 remember? The manager then tells me that my new card info was updated in February. Kind of fishy to me. I then ask more questions and the manager hung up on me. I called back and the call was answered in 13 minutes and I was hung up on again! By this time I'm just livid as I was experiencing some of THE WORST customer service in my life.

I call back for a third time and somebody picked up about 10 minutes from the first ring, I ask for a manager and they said just a moment. I sat on hold for another 48 minutes - at that point I had given up and hung up. I go to my next option, their live chat. I log in and was greeted by an geek squad agent. I type my whole situation and sent it. I saw in the chat window that she was typing. I patiently waited to see the response. After 3 minutes I sent another message saying "hello?", "are you there?" A few short minutes my chat was disconnected. Strange... but okay.

I hop on and Googled Geek Squad corporate office. I figured something would come up. I was brought to a link on their site that you could send them an email. I'm sure you can imagine my email was most definitely not rainbows and butterflies. A day goes by and I don't hear anything. I honestly wasn't even expecting a response based on their other customer service I had experienced. I got an email today (2 days after this whole ordeal started) stating that my refund of $9.99 has been refunded back to my debit card and two expect the refund in 60 days. Umm what? No, refunds take 7-10 business days and usually happen sooner than that. So I call a different 800 number to Geek Squad that was in the email they sent me. Call was answered in 8 minutes. Right away ask for a manager, sit on hold for 22 minutes. I hang up and call back. Person answers 11 minutes later and I ask for a manager. I am still sitting on hold and it has been 1 hr and 34 min and nobody has picked up the call to help me. This is absolutely unacceptable. I am honestly at a loss for words to describe how angry I am.

They can only exchange them with a refurbished product. Don't fall for purchasing the warranty from Geek Squad/Best Buy. In fact I wouldn't recommend buying anything from Best Buy at all...ever... It's clear from the overwhelming amount of bad reviews that this is not an uncommon problem... Wish I would have done the research prior to making this purchase.

09.20.2013 - Purchased new Samsung ATIV all-in-one computer from Best Buy for $888.72. 10.01.2013 - Dark spot appears on monitor. 10.25.2013 - Sent to Geek Squad the first time for repair for dark spot on the monitor. 11.01.2013 - Geek Squad finishes repair and it is ready for in-store pickup. LCD panel replaced entirely. The dark spot returns in a few days. 02.11.2014 - Sent to Geek Squad the second time for repair. 03.09.2014 - Picked up once again post repair after having been there for nearly a month this time. LCD panel, hard drive, and webcam all replaced. 03.10.2014 - Taken back to Best Buy for constant crashing issues. The supposedly new hard drive needs 90 Windows 8 updates none of which will install without crashing. 03.11.2014 - Told by Geek Squad's in-store personnel that the dark spot has also come back and they are checking to see what can be done about this. I was also told by them that I have to order the recovery disks from Samsung for the crashing issues myself and bring them back to them. They kept it yesterday in order to install a new operating system.

Bottom line - Do not purchase anything from Best Buy or Samsung. Do your research and give your business to a company who actually stands by what they sell. I know I will the next time. Is anyone accountable for anything any longer? Apparently Best Buy and Samsung are not.

When I asked why I was told that the protection plans have changed and there is a deductible now. I did not agree to any deductible and was misled into believing I was getting the same protection plan by the sales associate and they even mentioned the plan covered some water damage. The sales associate sat there and listened to me, describe the protection to the person I was with and why I thought it was a great idea and never once mentioned that the plan had changed and now had a deductible.

When I said I did not agree to those terms I was informed I did agree and that the terms are in a pamphlet I was given which we were not given by the sales associate. I then asked if the terms and conditions were located on the digital screen I signed and they could not answer the question. I believe this is consumer fraud, when the terms of a contract are not located on that contract and the terms of the contract are found else where. BEWARE. Do not purchase the geek squad protection plan it is a scam. Purchase the insurance plan from your provider it is cheaper.

I was Irate. I stated I either wanted my old computer back, repaired or I wanted the same computer for replacement. They said it cost too much to repair... I said, "I paid the extra for the warranty/service plan to have my computer repaired, and I don't care how much it cost to repair it... I want it repaired." After about an hour, they finally wore me down to accept a less than comparable computer that didn't even have a DVD/CD player in it. They said, "Well, we will give you an external DVD drive player." I get up to the register and then they try to make me pay $80.00 for this new computer, because it's cost was more now, after a year. I said, "NO, you either fix my old computer or give me this at no extra cost." Finally, the manager decided to give it to me as an even trade. I am still not happy. This computer has now after 1 month gone in for another repair and returned with a wiped out hard drive and the number keyboard doesn't work. I chatted with the Geek Squad and they said it will need to go in for another repair...

My phone was stolen 2 weeks after I got it. Went straight to my local Best Buy store where they informed me that the Geek Squad plan does not cover lost or stolen phones. If I wanted to get the same phone I just got for Christmas I would have to pay the full, non-contract price of more than $600. They continued to inform me that the cell phone carriers (AT&T and Verizon) insurance coverage was the same way. At that point, before I coughed up the $600, I went to my cell phone carrier and asked them if there was anything they could do.

To my disbelief, they informed me that their insurance DOES in fact cover lost and stolen phones, and better yet... you have 30 days to get the insurance from the time you sign a new contract. I got the new insurance that day and made a claim shortly after. New phone - no problems... not to mention my insurance is now $7 (with a $200 deductible for the lost phone but that's much better than the $600 that I was going to have to pay) rather than $10.

So I proceed back to Best Buy to inform them of my new insurance plan and request them to immediately cancel my plan. At this point I had insurance (and now NO PHONE) for 16 days. When I requested to cancel my protection plan, they said they could do that, but I had to pay for the first month of service because I had not cancelled it within 14 days of purchase. This is quite frustrating considering the circumstances that I had been through at this point... and it gets even better.

The guy there "cancels" my plan in person. It has now been 2 months and I have gotten charged twice for the insurance that I DO NOT WANT AND DID NOT USE!!! I have called and complained both times now and I am waiting to get the response on my refund, but they claim to have officially cancelled the insurance at this point (we shall see). Also, when I went to my cell phone carrier, I was informed that because I was a student a local university I was eligible for a 17% discount on my bill every month AND that my activation fee could have potentially been waived if Best Buy would have properly set me up when I purchased my phone. They added the discount to my account and credited the 17% for my first month of service. They told me that Best Buy has access to all of the student and company discounts and that they have seen numerous times that they do not check for new customers that are eligible for the discounts. I will be boycotting Best Buy AND the Geek Squad in the future because of this experience. I hope this is helpful to future customers.

Document everything that happens and if the situation is getting out of hand and too unbelievable to explain at a later date then have someone videotape it and safely store the videos of the abuse and lies that these employees bestow upon their customers.

Few days after I bought my Iphone, I flew back here in the Philippines and got charged on my US Bank Account last January 2014. I was still trying to reach them by sending mail everyday, and got no response from any agent. I am so pissed about it, I got charged last month and this month in my US bank account and I don't even use it. I took a picture of my receipt and send it to them, also, I cannot even access on their site! Is there anyone out that has the same case with me? Can anyone please help me how to work on it, I'm afraid that they will continue deducting that $10 fee on my US Bank Account every month. I will appreciate it a lot if there is someone out there willing to help me about this. Thanks a lot!

After damaging my laptop, I brought it in to the GeekSquad to request an estimate for my insurance company. I was told by the GeekSquad employee that it could not be opened for inspection on site, and that I had to pay 70$ to have it sent to the manufacturer. I paid the sum, and 1 hr later received a phone call from another GeekSquad employee, telling me he had just opened my laptop - clearly showing that the first person I spoke to didn't have a clue what he was talking about.

When I finally got the estimate, it was a complete joke: a piece of paper with the cost of a motherboard on it, with absolutely no indication of the specific laptop or customer. I had been very clear however that this was for an insurance company and had to be official. I would have thought that a big chain like this would know how to handle this very basic request.

I nonetheless paid for my repairs (back in December) and have since not been contacted even once with information, even though it has now been 2 months (I was told around 10 business days). I have called many times. It is almost impossible to get anyone to answer the phone and there is no voicemail. When I was finally able to reach people, I was consistently told that my laptop was still at the manufacturer's - in fact recently, I found out that it had been returned and a new problem was found, so it was shipped out again, without any information being sent to me.

I have been very patient with GeekSquad and patiently waited, but this is absolutely ridiculous. I originally brought my laptop in 3 months ago, and it has been quite a challenge to work without it. I recently emailed GeekSquad, as they will not answer their phone, and have received no reply. I will obviously never again be using their services (there are many much more competent computer repair services) and strongly recommend that you stay away from them, unless you need help with something like turning off the CAPS lock...

Later that week, I got a call from Devin **, someone at the repair service center in Kansas saying that the damage is a lot and it will be replaced so as long as I have ADH, which they did not see on the computer for whatever reason. He couldn't take the confirmation number I was giving him because he said he needed to see it on the computer. He said he has to send the laptop back to the store until everything with the insurance is sorted out because they cannot hold it there.

I called Best Buy customer service several times. I was put on hold for long periods of time and never got any help. I got hung up on. I got told that there was a problem with the computers. I was even told by one person that due to an earthquake the computers are down. I got zero help. After constant calls back and forth with no help for literally 2 1/2 months, I went back to the store in Brooklyn where the laptop was and spoke with a Geek Squad manager. He was extremely rude and disrespectful!! How can you talk to a customer like that and then tell them their uncivilized when you speak up?!

He refused to send the laptop back to the repair center again. Then said some nonsense about the dents that are on the laptop. Those dents were there prior to the fall but the laptop was still in working condition. It was after the fall that it completely broke, hence a shattered screen! He said they can't cover it even though I was already told from others, especially someone at the repair center, that it would be replaced! If it was sent in the first place to the repair center, then it CAN be replaced! I mean what the hell am I paying insurance for?!

He also said to me that I didn't have any insurance at all. Which is absolutely ridiculous because like I said, I called and paid to extend my insurance for an additional year on September 15th, 2013! At that point I decided to give customer service a call one more time to find out what the hell is going in with my insurance. They then told me that someone from the store called and canceled my insurance, and they (from customer service) cannot allow me to repurchase it. First of all, how in the world can you cancel a customer’s insurance WITHOUT their consent????!!!! And then on top not allow them to repurchase it??? I don't understand. No matter what type of insurance you have, you CANNOT cancel a customer’s insurance without their consent!!

The representative on the phone said that the manager from the Best Buy store made a note on the account saying that the laptop has extensive physical damage and cannot be fixed or replaced. At this point I felt like screaming! If you were in my shoes how would you feel?? What would you do?? I am so beyond stressed and frustrated!! I'm literally loosing hair over this. It's seriously taking a toll on me. This is the absolute worst customer service and treatment I have ever received in my life!!

I called one evening to get the tech support to re-install the little green circle in the upper right hand corner for the password manager, as it had disappeared. I called at 6:30pm and I am not kidding you one bit when I say that I was on the phone with them till 1:00am before finally getting a technician who did this. It was one thing after another. They told me a technician would be with me and when one didn't come two hours later and I called back, they said one would just come ,that it would take some time. When one had not come an hour later and I called back the person asked me if I saw an hour glass. I told her no. She said then I was not connected.. I told her for the past 3 hours I had waited and she told me the next person she needed to transfer me to would come on the line and she would stay with me to make sure I got them.

45 minutes later she came on the line and said I have a technician on the line, she said thank you and hung up and I got a dial tone, I was disconnected without ever getting a technician. It was one thing after another for 6 and 1/2 hours. A few days before that I called telling them that Windows Live mail that I had just installed on my computer would not let me send messages. A lady on the phone went into my computer and spent little over an hour with me on the phone trying numerous things to get it to work. She said she just couldn't figure out why it was not working and that she would then need to transfer me to a technician.

Two hours later I got a technician on the phone who told me that Windows Live mail would not work properly with Windows 8. That was three hours on the phone just to be told that the program did not work well with Windows 8. Also, I had gotten this tech support and a week later cancelled it, and applied for a refund which they said I would receive within 5 to 7 business days. I did not receive the refund. I had to call and complain and they eventually refunded me the money. Later I changed my mind and got the service again, and that is when I used it and had all the problems.

I have repeatedly followed whatever directions that have been given in regards to device replacement. I rely on my cellar phone and I need a reliable device. I work 85 miles from my home and if I have a phone that isn't working properly that is a concern for me. I am an excellent customer, which I previously stated and would like to be treated with that in mind. I would like to have my phone junked out and given that retail value as the Geek Squad Protection plan states is an option so that I may buy another cellphone. Additionally, I have called the Geek Squad 800# on several occasions and they are of no help at all. Please be advised that the complaint I have file with you has been sent to you by way of email and a consumer complaint was also file the PA Attorney Generals Office.

I am disabled so I asked my brother-in-law to help me. Why was a less than 3 month old PC have a hard drive failure? He opened the case and found almost every wire unplugged. He call my sister over to examine the PC - ** saw the damaged desktop with the wires unplugged. Unresolved.

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."