Geek Squad Reviews

On 8/15/08, I went with my daughter to check on the status of the computer. We asked the customer service rep if her computer was ready, he told us no. We asked when it would be ready, he said he did not know and could not tell us. I asked to talk to a manager at that point, 10:15AM, and was told none was available, that they were in a meeting. I left my cell phone number with the customer service rep and asked him to have the manager call me. The manager never did call me.

I called the store that night and asked to speak with a store manager and was told that there was no store manager present at this time, approximately 7PM. I asked to speak to any manager present. When a manager answered the phone, I explained to him everything that had happened and the poor service my daughter had received and expressed my anger. He put a geek squad member on the phone to tell me the computer was fixed and ready to ship back to the store. He then hung up the phone.

I called back to the store and requested to speak to the manager again, I told him I wanted my daughters money refunded for the poor service she received. I was told by the manager that he would not refund her money and that I could talk to a store manager, Charles, which magically appeared at the store. He told me the same thing and told me it only took 3 days to download her data.

My daughter received her computer on 8/20/08 with scratches all over the cover of the computer. She was so happy to get her computer back and get out of Best Buy; she left without even complaining about it, which would not do her any good anyway! I have spent well over $6,000 at this store in the past 2 years. If this is what Best Buy considers customer service, I have spent the last penny in any Best Buy store. This is one of the worst examples of customer care and customer service I have ever witnessed.

A repair person from Geek Squad came to my home to diagnose the problem. We knew what the problem was, just a simple lamp replacement. He said he was not told what the problem was and did not have a lamp. Evidently the Bust Buy person was incompetent and did not do his job, or just plain told me a bold faced lie. The Geek Squad person did pull the bulb out and looked at it and said yup the lamp is broken. He said we dont have one, but I will overnight one and you should have it tomorrow. Oh and buy the way, I may not be able to get back to you for a few days so do you mind putting in the lamp? I thought that was poor service but agreed.

Well Friday came and went, no lamp, no lamp on Saturday either. Of course there was no lamp on Sunday so we waited Monday. Still no lamp. I called Bust Buy service and after being transferred to Keith, to his supervisor Karen, who told me there was not record of my problem. I gave her a complete detail of the history of the problem which I had already done with Keith. She seemed to not believe me. I quoted all information that the Geek Squad guy left me on the work order. She even asked me what the truck number was on the vehicle he used. Do I have to record things like that?

Anyway they tried to transfer me to Geek Squad but lost me. I had to do it all over again including listening to the music for about 15 minutes. I went over the problem completely again to first a call taker then to another supervisor. They again transferred me to Geek Squad. I had to tell the same story to the guy there. As we were talking I heard a click and the phone went dead. I called again and got a different person at Geek Squad who I had to go over the problem again. He just hung up on me. I was not rude or abusive in anyway. I then got into my car and went to the Lacey Best Buy store.

I asked to talk to the store manager. They gave me a person by the name of Dennis. The employees used some kind of other name for the manager and I am not sure he was, but he said he was and I asked him to take me to his office. He said he did not have an office. He corrects and talks about employees performance in the middle of the store, He promised me he would call me at home during that evening. At about 7PM he called and said I am sorry but we can not order a new lamp until 8/25/08. And then it would be up to 10 days before the lamp would get here. I could not believe what he was saying. I had looked on the Internet and there were numerous places that had the lamp in stock. I could have one overnighted to me.

I told him to refund my money and I would get one myself which I did with no problems at all. To me Geek Squad is just a bunch of kids with their first job and have very little experience. I fixed a computer for a friend who had not been able to have the Geek Squad fix their computer. The heat sink on the processor had come lose and the CPU was over heating. I asked the Geek Squad employee to get me a heat sink and they did not even know what it was. That is pretty basic.

When they can not perform they just bail our and give you what little funds you may have left in and extended warranty. There could not be a simpler support problem than replacing the lamp on a LCD TV. They could not even do that simple task for a loyal customer who had bought many products from them over the years.

I replaced the lamp at my own expense.

Mean while I get a phone call from Best Buy corp. The customer service rep. Mike tells me that Geek Squad has finally received my computer back from Sony but without an operating system. I called Sony to request the recovery discs and the Sony rep. asks me for the original work order number they gave Geek Squad before shipping it to them.8-13 I talked to a Geek Squad rep. and asked him for that number and he told me that there wasn't a sony work order because they had done the repair. I have a recording of Mike, the Best Buy customer service rep. stating very clearly to me that geek squad could not touch my computer as it was still under factory warranty and if they were to repair my computer it would void the factory warranty.

I have now asked for a complete refund $1,413.86. As I have lost my year factory warranty, was lied to countless times by several of their employees. I purchased a 3 year warranty, which would mean I would have to deal with these unscrupulous people for that amount of time. I want nothing more to do with Best Buy or Geek Squad as their business practices are shoddy at best. I told Mike exactly that last night when he offered me a $200,00 gift certificate that I flatly refused.

Service day came the guy shows up I told him the defrost heater is not coming on. He looked in the freezer, no trouble shooting, and tells me the defrost the defrost heater is not coming on however he does not have parts. The trip charge for today is $100. Now we have to wait for the part. Which by the way we have to pay for the whole evap coil unit even though all we need is the heater which is a seperate unit from the evap coil. He is going to remove the heater from the new evap coil and install it and let me keep the new evap coil if I want it.

The evap coil being the major assembly in the freezer and the major part of the cost and I don't even need it. He also made a derogatory comment to my wife and myself about us beign COD customers like we were some kind of not to be trusted low life because we did not buy an extended warranty. I have purchased many things from Best Buy---Never will darken their doorway again.

Lost a freezer full of meat and other foods. Will have to pay for parts I don't even need.

The downtime of this computor has affected my job search, and a computor class I have been trying to take online. Besides the inconvenience and cost of gasoline back and forth to BestBuy. I cannot even be contacted by email at this time since my computor has not yet been returned.

I then check out complaints filed against them and I found several people all over the United states have received the same problems, treatment, high charges. I believe their practice is to charge as much as possible for their service, do as little as possible, not stand behind their products, they refuse to call, return calls, and/or answer calls. I'm looking to have my money refuned since I have to put the computer back into the shop. Thank you

Slower system, loss of use for several days, still have a virus, desktop disabled.

The manager keep saying it was a miss communication and there was nothing she could do.Then the manager says my computer would still be under warranty but i had my phone number changed shortly after i got my pc over a year ago so i could not remember my old number she could not find my warranty info on my pc.I then asked for a number to complain all she could say 1-800-best buy and walked away.

The fun part having to listen to my husband yell at me for dragging him out and wasting gas for nothing plus tearing my pc down and taking it to best buy made me fear that all the carrying it and the ride will further break it

I had a flight next day to Baltimore. The product comes with 1 year manufacturers warranty; however, if there's any problem with the product I am required to see Best Buy as their tech support is recognized by the manufacturer. I can go to any Best Buy location (that was the reason in the first place that I bought it from Albuquerque). So when I reached Baltimore, I went to the Best Buy store near Inner Harbor. The tech support people were very inefficient and did not take any responsibility for the malfunctioning of the product. Initially they said that I can exchange it for another model (apparently, they did not have the same model in-store and also couldn't order from nearby store; they only had one for display for anyone to use and experience the product) or I can get the money back.

I spent the whole day there, but after wards they told me that if I exchange/return it, they will charge 15% restocking fee. The manager initially said that 15% may not be applicable for 'blue screen' problem, but later he didn't respond as well. Afterwards, I said that if they can make it functional I'll just take it. So they gave me a service receipt and took my computer for the night, saying they will install OS and drivers and asked me to come next day at 10.30 am. I reached there at Best Buy, at 1.00 pm I had my doctor's appointment. When I went there, one person told me it'll take 10 min. The after wards it became 2 hrs or so. I went back but was late for the doctor's appointment.

When I returned at 3 pm or so, I was told that my computer is crashed. But 10 min later another person told me it's perfectly fine and working. He showed me the computer, but I could see that it was not the one I purchased (it was the same model though). I pointed out a defect; the component near the screen was loose and deformed slightly. But there attitude was not good and told me that it's the one that I purchased and they are not responsible for any damage. Later I found that the computer has a different service tag no. than the one I bought.

I contacted the manufacturer and found that it's a different computer which was surprising because they didn't have any for sale, except the old demo computer. I tried calling the consumer relation at best buy, but I usually get the voice messaging system. They haven't contacted me yet for 2 days. Best Buy in Baltimore gave me another computer which is defected and told me its the same one. Please let me know what can I do in this case. I can provide more details about the product, my dealings with these people, warranty, etc. Thank you very much

Cost of the product is 1066. Lot of mental tension, time loss and work loss.

Naturally, I called Dell Computer. I was told by their customer service rep that Dell could not help me because they had a contract with Best Buy. So he suggested I speak to someone on Best Buy's Geek Squad about my problems. So I called Best Buy's number and was eventually connected to a Geek Squad specialist. When I told her my problems she said that she could help me but I had to pay $29.00. I told her that I just bought the computer and she said that it didn't matter, I still had to pay $29.00.

You know, when I bought a Dell laptop at Circuit City a few months ago, I was able to talk to a Dell computer specialist for free. Best Buy's customer service [is bad].

I had a conversation with the Geek Squad employee about how I was mislead that the extended warranty was supposed to cover all things no questions asked and that I could even get Free battery replacement if there was any doubt that the factory battery was flawed....in other words, deception at the time of purchase by the sales agent. At any rate I went to the store to pick up my computer and/or confront the staff about their deception and failure to honor the service plan they sold me..a 3-yr plan. The continuous replies I got from Geek Squad Staff and Mr Addison is that my unit only has cosmetic damage and therefore does not affect the operation of the computer.

I took my copy of the svc. agreement to the store show the staff I should be covered according to the service plan regardless of the deceptive sales tactics used when I purchased the unit and here's why... The particular model computer I bought and several other models built with the same or similar chassis is nortoriously known to have a manufacturer defect in the construction/design of the hinges...they crack, break, etc and it is well documented. It plainly says ton the Extended warranty that Manufacturers Defects are covered under the warranty... In another section of the warranty it states that cosmetic damage is not covered under the warranty, nut it does not state anything about this condition overruling the condition about manufacturer defect coverage inclusive.

Also, the Geek Squad staff and Mr. Addison stated that my cracked hinge (which will eventually cause the lid and screen to detatch itself from the base) did not affect performance of the OC and was considered cosmetic damage.... Well, Cosmetic damage to Mr Addison is like a scratch on a new car...My scenerio is more like a hinge/fitting on my hood that is cracked and about to break, leaving my hood in jeopardy of becoming detached and possibly ajar in the near future.

As of right now, I have to gingerly raise and lower the hinged screen because I don't want the crack to spread any bigger....so the manner by which I'm handling my computer is a mechanical aspect of it's performance, and has been compromised doe to the manufacturer defect. It is very obvious that Best Buy is trying to wiggle their way out of their obligation, and also that the sales of the extended warranty at purchase was a true act of deception in itself. I probably won't be buying anything at best buy anytime soon.

I was led to believe and Deceived that the extended warranty/svc/ plan would cover anything that happened to that laptop, even if I simply dropped it on the floor and it burst into a thousand pieces. The extended warranty terms and conditions are no where near the bumper to bumper-like protection that the salesperson indicated, but nonetheless there is a clause in the protection plan that should have covered me anyway, and Best Buy will not honor it. They have lied and are now trying to cheat me.

Damaged Hinge ~199.00 sale of the 3 year extended warranty $949.00 Replacement cost of the computer of they are unable or refuse to fix the one that I purchased $20 for expenses incurred for any additional trips to Best Buy to attempt to remedy the situation

He immediately took it back and they refused to give him a new one because they told him the box was shrinkwrapped. This is true, but we are not crooks and did not switch anything in that box. The floppy drive looked brand new and was all wrapped up, so I don't know if it was a mistake at the factory or something eles is going on in their warehouse. I do know they have shrink wrap machines and can rewrap anything.

I am out $151.54 dollars if MasterCard will not stand up for me in this dispute. Judging from the number of Best Buy complaints on the internet, these people are definitely lacking morals and must need to do this to make a profit.

My wife, daughters and I went to the store yesterday and the service counter tries to pawn off a camera that A): $30.00 less and B): had less features and zoom capability. My wife and 14 yr daughter said, no way that is totally unexceptable, so customer service rep goes into the back to talk to service manager then returns and says we will give you store credit for 159.99. I tell the rep that I would rather have my money back since you can't honor your warranty. At that point the service manager goes out after he hears my wife and I repeat our request for our money back. The service rep explains that the the only camera comparable to the one my daughters bought cost $180.00 so we would have to pay out of our pocket another $20.00. This is when I starrted to heat up a little and demanded my money back.

The Service manager then tries to rectify the issue. So I repeat to the manager that I'm not paying an additional $20.00 for a camera when your Geek Squad and my warranty state different so give me my money back and I'll take my buisness else where. The service manager then states, I need to know who I'm talking with you or youe wife because I feel like I'm in stero surround sound. I tell him your talking to me and don't be smart with me and give me my money back. Then he gives me the whole ordeal againg about we would get store credit and have to pay the additional cost for the new camera and another $30.00 service warranty for that camera.

At that point I told him to refund my cash again. At that point the service manager ask me to leave his store, which I complied with because my blood was starting to boil dealing with idiots refusing to give my money back. After waiting for about 45 minutes, my wife and daughters finally emerged from the store. They store got permission to give my daughters the $180.00 which was the only camera in comparison and they carried over the original service plan from the first camera to the new replacement.

If my wife and I wouldn't of been persistent in making them honor their warranty and also what they told us on the phone, Best Buy would have screwed another consumer out of $20-50 dollars. If you ask me, Best Buy has a pretty good scam going on: tell the consumer it can't be fixed and that your product is no longer being made but the next one in comparison is this product which cost more so we will store credit you and you make up the difference plus anthor warranty on that product.

As for me, I will never give Best Buy my buisness again and have told all my neighbors, family and friends to stay away from Best Buy.

So now to Best Buy, we have since been in contact with them, we have been told on several occasions that if our TV was not fixed in 14 days that we would be issued a voucher to go back to Best Buy and pick out a new TV of equal or lesser value. ( emails and a voice mail to back this up ) So tomorrow is day 14 no part to fix the TV. my husband called to get an answer out of them as this has been going on for several weeks that we have had no TV. He was told today that it is now up to 45 days for a resolution and that if we don't like it we can cancel out service plan and get the TV repaired at our cost.

Apparently they have the right at anytime to basically not stand behind their warranty and tell you to just take it. Basically they have written a warranty that they can take their sweet time and when they feel like getting to it they will, there is no cap on time you must be without. Just a we will fix it and you don't have to pay for it, but we will get to it. We have made several attempts to resolve this in a timely and professional manner, and yet we get told no when asked to speak with a supervisor etc. ( 7/1/08 )

So it has been a month and still no repair and no new tv as promised by several people. the tv repair people came out with the wrong part and has subsequently ordered this new part but it is not ordered it is in research status now. so they keep denying our claim for a replacement, but they keep changing the policy, to fit them not the consumer. if i would have known what i was in for with this company and their supposed svc protection plan i would have walked out of the store.

We have been without a tv for a month still paying a cable bill, and phone bill calling minnesota to talk to this seng person and such and about a total of 5 minutes of time wasted for the first time visit of technician but waited at home all day for the guy to show up and then the second visit with the wrong part to another tv wasted at home all day and he was here for not even and hour this time. but atleast he brough tools this time and had a clue as to why he was here although not a clue how to fix it.

Dell tech support referred me to best buy. Best buy referred me to geek squad. Geek squad told me I had to bring the machine into best buy. I brought the machine into best buy spent 45 min waiting in best buy and was finally told geek squad that I had to leave my computer with them so they could send it to KY for repair. I would be without my computer for 3 weeks! I use my computer daily and can't be without it. The machine works perfectly it's just the cd. I asked them to order the part & I would bring my machine back into best buy to replace it. No, they had to send the machine to KY. I ask them to send the part to me & I would replace it. No, they couldn't do that because they couldn't guarentee my quality of work.

I then spoke to the best buy manager. I said if that if I had to be with my computer for 3 weeks, then best buy should give me a loaner computer. No, that she couldn't authorize. Send the machine to KY or nothing. I then came home & called dell. After all it's a dell and it is only 4 months old. I asked dell to send me the part. They said because I bought it at best buy I had to call best buy, they couldn't speak to me. I went though everything that had happened at best buy. The non-native speaking english person just keep reading the same line of the script. I had to call best buy...I called best AGAIN, they told me to call geek squad. I called geek squad AGAIN and guess what geek squad told me this time? I could either bring it back to best buy to send to KY or, I could purchase a cd drive and they (geek squad) could come to my house to install it; for a charge.

That sounds like a ZERO warrenty to me.... I have purchase a comination of 10 optiplexs & latitudes from dell for my company (self owned) in the past 8 years. I find it absoluetly outrages that I can not get service for this dell nor can I get a stupid $20.00 part sent to me for me to replace myself! Do I have any recourse? I'll buy the dumb part, it's the principal.

Just aggrevation & stress.

After about 3 weeks I was called to P.U my camera. Came home, placed the fully charged battery in, still would not go ON! Called them again, same scenario experienced, The clerk was beligerent, insulting, insisting I needed to personally deliver it, discusted I hung up. Called Panasonic in Chicago,was instructed to send it to them. I wrote a complete explanation of experiences with Best Buy, and sent letter and mailed, insured, signature requested. After 3 weeks and more repeticious explanation, 3 different quotes were made to repair it, all over $126.00 I finally told them to ship it back un-repaired. This WHITE ELEPHANT has cost enough.

Panasonic was asked to intercede with Best Buy, the subject was ignored. I think that a climatic Class action suit needs to be filed and persued vigorously by an aggressive law firm to resolve and set Best Buy straight or take them out of business. The officials also need to be held accountable and sentenced severely for fraudulent behavior,etc. I will not patronize Best Buy nor purchase another Panasonic product ever.

I have spent at least 100 hours so far, investigating this issue, my costs of the camera, and traveling expenses, surely my time has value, plus the inconveniences of NO camera. Any future contacts will all be in writing, forming a paper trail with these characters.

The next day I brought the car back at 10 am. On a rainy Wednesday at 11:40 Bernie said take your car to the dealership to get it looked at and if its our fault we will pay for it. So I took my car to Jim Ellis. After 2 hours I was told that the rear speaker started a chain reaction and a switch went out etc. Two hundred, fifty seven dollars later and the next morning I picked up the car at the dealership. That Thursday morning we spoke with Colson and left him with estimate/diagnostic information and he said his installation team would take a look at it. Later we spoke to Joshua. He indicated that the window motor was unplugged and that the window now worked. The dealership told me not to plug in the motor in fears that a switch would be blown again. The dealership reset the codes which apparently fixed the radio and speaker system. The keyless entry system still acts funny.

So Thursday 2 days after the installation was complete my car appeared to be back to the way it was when I left it there for speakers. Joshua offered half the dealer's fee, we did not feel that was adequate and he said he would call us back within 24 hours. He never called. We called him Friday at 4pm, Friday night and Monday and all he left was a message today around noon saying that he had not talked with dealership.

All we are asking for is that Best Buy stand behind their installation guarantee and promises. The problem took me personally 10 hours of my time to resolve so we gracefully request that you refund the installation charge as well. The email below is what occured to me almost a month when i went to Best Buy to get speakers installed. The Diagnostic charge was $257 and Best Buy only refunded half of the charge because it could not be proven that it was there fault, but they still could not get my window up, only VW could. I think that if they could not get my window up and I had to take it elsewhere, Best Buy should have to pay? Am I correct? Well they said no and that I got ripped off. I was patient with them and kind but I believe that Best Buy took advantage of me.

Now recently my air condition stopped working a couple of weeks ago, A mechanic said it needed new relays under dash which is where Best Buy did some work. I called Best Buy, they said again let us look and if its our fault, we will pay for it. But they never admitted any wrongdoing before yet everything worked before I went in, but not after I left. They also said that it to dealership get a diagnostic again and if its our fault we will pay for it.

I lost $125 for the installation charge, air conditioner, and would also like installation charge

On the 11th she set up new password so that she can do a system restore and the computer shut her out. Computer wont let her go to safemode at all. Contacted a Double Agent and they tried to troubleshoot her through safe mode and it still didnt work. Agent in store downloaded a whole bunch of updates and computer completely shut down.

Getting error messages contact application manager. She has taken 4 round trips in one week. Client is very upset and definately wants her money back. Client stated that the Geeksquad Double Agents were very rude to her and she is very upset because she states she is a loyal customer with Best Buy. Everytime she took her computer in to best buy to have her computer repaired Best buy and Geeksquad representatives were VERY RUDE.

I was pretty displeased with news and explained that my one expectation was that the wires would be concealed during installation and when I repeatedly asked the sales rep, he repeatedly assured me that it was included. I was more than willing to pay extra at the time of my original purchase to ensure that the installation was clean/concealed but for this to occur during the day of installation was a complete lost of trust and feel that I'm incurring fairly steep hidden costs. To the credit of one of the Geek Squad techs, he was apologetic about the misunderstanding and attempted to explain the reasoning behind the additional costs. He went a step further and called the Best Buys store and talked with the manager of the Magnolia Home Theater and General Store. The MHT manager stated he would credit my account 1/2 the cost of the wall mount system, which was a reasonable attempt to correct the situation. Unfortunately, the 2nd tech kept quoting prices in generalities and it was until I requested a written estimate of the costs that I was informed that it would cost an additional ~$600.

At this point it was nearly 2pm and I was still without my original request. At this point, I opted to continue with just the basic wall mounting, returning the home theater installation + home theater system + brackets. Unfortunately, there were some structural issues with my home/studs and I was forced to return the original mounting system for a larger one. Once at the original BB store, the customer service desk was abhorent. The MHT manager who offered to reduce the wall mount cost had departed for the day but assured me on the phone earlier that he would explain my situation to the next manager. This manager was present and his attitude was suspicious and extremely reluctant to accept any of the merchandise for return. It should be noted that all merchandise was in it's original packaging and with the exception of the wall mounting system, unopened. This manager then called a second manager who was even more unfriendly and uncooperative. At one point, I felt lucky to receive my money back...forget about trying to seek some sort of compensation for the hassle of dealing with all this.

Needless to say, I purchased a less expensive wall mounting system and the credit I was afforded earlier in the day was quickly rescinded and I would receive no credit since I was making a smaller purchase; in addition to returning my home theater system. The one silver lining to this whole experience are the efforts of one of the Geek Squad technicians who called me back later in the day to follow up on the situation. This tech explained that they were at a second job and would be unable to return to mount the system as he had explained they might be able to earlier. I explained that I had already rescheduled the install and was hoping he, specifically, would return to install. He explained that he would not be able to since he was merely filling in for another tech and was assigned as a district manager or in the district office. My only hope is that this tech/manager influences his office and other techs to apply solid customer relations, professionalism and genuine empathy in future installs...without him, I'd likely never to have continued with this BB purchase. As it stands now, I'm not likely to return to BB nor recommend this store to others.

I called the Customer Relation department and spoke with Beth, and she could not help me, either. She said I need to speak with someone at the store. I was on hold for 17 minutes for nothing....

I'm very upset!

I spent $129.00 and 10 hours of my time, and I still do not have a resolution of my issue. I should least have written documentation on what was done to correct the problem so I can take that to a different professional. The first three reps wasted so much time on unnecessary virus scans and NO time on the actual issue. I should not have to call back in a get a different rep every time, there is no way to reconnect with the person you were previously speaking with. No Supervisor's were available to speak with at anytime. A complete waste of time and money. I think the Geek Squad's online service is a scam!

Dropped off my laptop on 01-31-2008 at the Albany, NY Best Buy store, specifically at the Geek Squad, concerning an issue with the DVD drive - does not play DVDs. This is an expensive laptop with an extended warranty. This is my 3rd laptop with Best Buy & dealing with their Geek Squad - never had any reportable issues with them prior to this debacle. I was advised that the estimated completion date = 02-08-2008 (printed on my receipt). Now I understand that this is an estimate, no issue here.

Best Buy was to call me in a few days after 01-31-2008 to verify what exactly the issue is & to give me an updated completion date. Never received a call, so I called Best Buy on 02-10-2008 & was advised that they have not looked at my laptop yet. I wrote an email to Best Buy consumer affairs office and was basically told that the Albany store was evaluating the laptop: no additional info, no updated completion date and of course to apology or concern, just a boilerplate response. I just called the store AGAIN, today 02-17-2008, and was advised that have yet to LOOK AT my laptop! So I get absolutely nowhere with calling the store. I get no assistance from Best Buy consumer relations. I am unable to use the internet (cable modem) at my home... wasting $44.95 per month + taxes, etc.

Next thing I know Agent Ryan is calling me, and the service center has fixed my laptop and it is on the way back. Did they back it up? No. I went to pick it up on 2/6/08, and this incredibly rude Geek Squad guy named Chris did not like the fact that I was unhappy about my information not being backed up. He wanted me to just take my computer and go away. I told him I thought it would be a good idea if I turned on my laptop to see if it even worked. Well wonder of wonders, it did not! My hard drive was missing. Chris snatched my receipt for the backup and left. Out comes Agent Ryan. They have found my hard drive and are backing it up. I said what is the point in that? Just put the hard drive back in the laptop, and I'll back it up for free at home. The hard drive gets put back in the laptop, and now it doesn't work. It's looping. It was working fine prior to going to Best Buy!

Agent Ryan now states that it could have happened at any time, but he will give me a new hard drive and load Windows. Now I notice that my battery is not in my laptop. Agent Ryan points out that on the paper I was given when I brought the laptop in it only listed my AC adapter under accessories. Well forgive me for not knowing that my battery should have been listed in the same area. No one informed me. Now my hard drive with all my pictures and information for the last three years are wrecked, and I can't retrieve anything; and my $300 battery is gone. As for the internal cleaning, the snit Chris presented me with a brochure on the extended warranty which stated that cleanings were not covered. I immediately flipped it over and pointed out to him that the brochure was revised in June of '05, and I purchased my computer in March of '05. I went home and found my brochure which stated that fax/multi-functional machines should be internally cleaned at least once a year. Well surprise, surprise, now Agent Ryan claims a laptop is not multi-functional, printers are. So besides my hard drive being wrecked and my battery missing, my laptop is filthy. Best Buy should be closed down.

I have lost three years of information and pictures. I no longer have a battery for my laptop.

I am not driving 2 hours to return this item or have it installed, and I am not paying to have it returned by mail. BB would not pay for shipping to have the item returned. This is the worst business practice I have ever dealt with. And your attorney may contact me at any time.

I ate it for a computer that cost over $2500 and never worked. They have not replaced it two years later after sending it to corporate over 4 times and me submitting it to be repaired to their Geek squad over 18 times. Don't buy ANYTHING from Best Buy.

As of present time I still have not received authorization for store credit to purchase another PC nor have received my original PC back from the repair center. I have called the Best Buy Store a number of times to find out the status. I have been told that the PC is being repaired. I talked to Travis, and Steve, another store manager, with my concern of repairing a PC that caught on fire. I am concerned that it may happen again and also shocked that the PC is being repaired. Calling Best Buy at the number given to me on my service order has been an experience in itself. I have stayed on the phone for over 30 minutes during business hours waiting for them to just pick it up. I have spoken to Karim, Jen, Travis (Manager), Steve (Manager), Mathew, Soka (Sales Manager), and finally Brian (Manager) who I told that I was going to file a case with Consumer Affairs and who replied, OK. I called the Best Buy Customer Service Center at 1-888-237-8289 and spoke to Branden and Tom with my problem, case #44956483--which did not help at all, since to date I am still without a PC.

I feel that if you put on a Service Order estimated Completion Date of 1/5/2008 that your PC should be completed within a few days of that time frame. I feel that the service I have received has been horrible and very unprofessional. I have purchased a TV, and recently a clothes Washer, and Microwave oven from this store in the past few months. At this time, I wish I had never purchased anything from this retail store.

I told him I am not a lot of people; I was ready to have a system put in my car also and spend almost $1,000 there today; but his customer service skills are terrible, and he can forget me coming there ever! I called back 5 more times to complain to his boss, and each time George himself answered the phone and just laughed at me.

This upset me so much I have been severely stressed out, and my husband's vehicle still does not have this system installed properly. I will never shop at any Best Buys again and will tell family and friends to do the same. The Waldorf Best Buys has a history of poor customer service, and recently this same store appeared in local paper because an employee ripped off a customer.

I contacted Best Buy's Geek Squad supervisor and told him what had occurred. His response was that although he was appalled that this had happened, there was nothing he could do about paying me back the money for the misdiagnosed computer. There was nothing he could do except offer his empathy.

I did call over 3 weeks ago and was told it was ready to be shipped, but on hold. I questioned why and didn't receive an answer. I have been without a computer for almost 6 months. I was concerned about buying a Gateway at the time of purchase and will never purchase another or recommend anyone else purchasing one. I have the Supervisors name and badge number, it's just not at my fingertips at the moment.

Trying to run a home based business without my computer, losing all my documents and files related to the business, has been difficult if not almost impossible. I didn't have a complete backup.

I will not shop at this stores. I have purchased computer, TV, washer/dryer, CD, DVD, IPODs etc. from this store. I want help in resolving this problem now. I feel very frustrated and angry at the lack of help and understanding. I have been told that their company can't do anything to help, but they are in the stores and when you purchase a computer from Best Buy, they are the ones who hook it up. Therefore Best Buy should be able to help.

Three weeks later after many phone calls they told me to come in and they would refund me. When I got there they wanted to refund me $84.00 and refused to tell me for what. I wanted to speak to a manager. This man yelled in my face in front of my daughter and said that he was not refunding me. I requested a new RAM because I felt that this was the problem, and he insisted that I pay for all work including the removal of the RAM. When I turned to get the RAM chip, no one wanted to help me as he made it seem that I was stealing. When I brought the RAM chip to the GEEK squad counter, they admitted that they had already taken the chip out and that was the refund they were trying to give me. What's worse was that I paid $130.00 for the RAM. Plus, when I got home, my daughter's computer was still not able to get into the internet and her game was not working. What was worse was that she had viruses.

I still have a non-working laptop with viruses, minus internet service and my daughter's sims game is unable to function. Plus, I am out $400. I also have a bruised ego, as the GOON squad bouncer yelled in my face and made it seem that I was stealing.

When I called again the guy was rude and acted like I was dumb and stupid. He said if it is stolen, then I have to waite 60 days to get a new pc. To me this is unacceptable. I will never ever buy anything from Best Buy again. I can handle a lot of things, but being treated as if stupid is uncalled for. I also found that if they don't want to talk with you, they do not answer the phone.

All of this was brought to the attention of store management, and I was assured they would address it the next day. A review of the work order (copy obtained when I dropped the vehicle off compared to the copy when I picked the vehicle up) clearly shows the technician covered his tracks by adding comments indicating the damage was done previously, which it wasn't. The paperwork proving the technician cove-up was presented to the manager. Best Buy assumed liability for the damages to the door panel, and a Best Buy Insurance claim was generated. The store manager assured me that the technician would be fired and his other techs would look at the installation and fix it. The store had my car for 4 more days before making the decision on October 29 that they decided to remove the system from my vehicle because, according to the manager, they couldn't figure out how to do the complete installation properly on my vehicle. The next day when I called the store to inquire of status, I was informed that arrangements were underway by the store to have my vehicle towed to the BMW dealership, Kelly BMW in Easton, OH. The store had my car towed by a non-affiliated AAA tow company without my authorization, and as it turns out, I had to pay the tow bill to get my car from the dealership. I am a AAA Plus member, and if I wanted to have it towed, I would have had it arranged under my coverage. Best Buy Claims did not cover the entire cost of repairs, and I had to incur even more out of pocket to get my car back.

Bottom line, I was without my car for over a month, and it cost me almost $600 to get my car back. Surely there are consumer rights issues with my case. I have documented all conversations with all the parties involved, and am very much interested in leveraging a lawsuit at Best Buy. Loss of use, aggravation, $600 out of pocket expense to get my car back -- this is unbelievable...please help.

Also, the Best Buy disk with my back files supposedly on it, was blank. Now they have lost or stolen all of my customers' personal data that can be used for the purpose of identity theft. I called the store and spoke with the Geek, and again no concern or consideration at all. Is this cause for a law suit against Best Buy?

At Best Buy in Emeryville, CA, I explained the situation, showed them the written condition of the camera when I turned it in for repair (minor wear of the paint) and expected to get my camera and leave. They said I had not followed their Procedure. I literally went through FOUR Managers having to explain to each one the circumstances; the guy at the Geek Squad counter; another Geek Squad person (about 19 years old); then his supervisor, a woman of perhaps 30; and finally a man who could make a decision. Even he had to disappear for 5 minutes to talk with precisioncameras, I assume, after offering me to split the difference. I had to stand at the counter for 45 minutes! I refused to pay for any part of the repair. Finally, he gave me my camera at no cost to me. Moral of the Story. IF you buy a Best Buy Warranty, it is no guarantee that it will be honored.

The camera is in the store for the third time, not fixed, and we will most likely have an on-going problem with them.

The night before my fourth physical visit I discovered that my PCMCIA card was missing. I just about lost it. I went in the next day and asked to see the service manager. He met me at the service counter, and in the presence of one of the robotic geeks, I explained the whole sad story. He then checked the computer and experienced all the things I was complaining about, and suggested to the geek that it may need to be cleaned. I then left for the fourth time, to return later that day to retrieve it.

I got the same robotic response every time I went. There was absolutely no concern, compassion or customer service. I am now out the money and have a missing disc and PCMCIA card. This was one of the most nightmarish experiences I have had recently. I will never darken the door to Best Buy again.

I live on a small fixed income; so far, I haven't gotten my money back. I'm still fighting.

I'm out a $1560.00 computer, lost over $6000 income, 26 hours drive time from home to Best Buy, and time attempting to resolve issue--weeks!

Recently, the Geek Squad did a very poor job of installing software and hardware onto my home computer. As a result, the computer is now unusable. Geek Squad refuses to make fixing their mistakes a priority, and has informed me that I will have to wait weeks for a service person to return to my house. I then informed them that I would not pay for this installation, because it was not properly done the first time, and since the store would not correct the problem in a timely manner, then I was not going to pay for the installation. One of the store managers insisted that I did have to pay for the installation, whether it was done properly or not.

I purchased an LCD monitor from Best Buy along with a 2 year warranty plan. Within a year my monitor stopped working so I took it in to Best Buy in Castleton and dropped it off at the Geed Squad repair center on March 30th 2007. I was expecting that I would hear something about the monitor within a few weeks of dropping it off, but I never did. I finally attempted to contact Best Buy Castleton store on June 8th 2007. At first they could not find any record of my transaction in their system. After several phone calls and a supposed investigation? they found a very mixed up record of my transaction.

When I asked what would be done to replace my monitor he told me that his system also showed that I had already been issued a replacement monitor (a 22 widescreen monitor) and that was why I never received a call from them. When I told him that a replacement had never been issued, he said that there was nothing he could do because that is what his system showed and that there was nothing further they could do for me from the store level.

He said that he was going to conduct and investigation into the matter and would be calling me back. He gave me the case # of 38665075 along with a direct extension of X60387 for contacting him at Customer Service. Of course I never heard back from him or anyone at customer service. I did try to call again in early August and got a similar run-around where I spoke to an agent, had to explain my whole story again, and was told after conducting an investigation? that someone was looking into it and would get back with me. I did get a follow up message on my voice mail a few days later that someone was working on this and that I would get another call soon, but never got another call after that.

On 2/14/2007 I bought a Compaq computer at Best Buy. I was told they had to burn recovery cd`s for the comp that would be an additional cost to me. The comp was purchased as a gift to my daughter. She barely used it and had only had it 2 months when it wouldn’t even go into windows. I tried running the recovery disk’s. They failed to work.

On 4/11/2007 I took it back to Best Buy and was told I would get it back by the 19th. Today is April 26 and when I called they told me everything checks out on the hard ware so they have to rerun the recovery software and I will have to pay an additional 129.00.

After receiving his computer back from best buy. He came home and set up his computer and found that his computer doesn't work at all. He has no files, no programs, no nothing. He took his computer back to best buy to have the problem resolved and they stated that they are not responsible for the damages done and they didn't know that this problem was gonna arise. They refuse to resolve the problem or even reimburse my son's money. So now my son's computer sits in a corner collecting dust which he only had for 5 months from date of purchase for best buy to screw it up then tells us that we cannot do anything about it.

Here it is almost two weeks later and no call and when I visited them they said its about 3rd on the list to get to. This is taking to freaking long for a lousy diagnostic. I'm just ****** because it seems I deal with someone different every time and who knows what goes on behind that wall if anything.