Geek Squad Reviews

They talk a good game, but they don't have the experience or quality of service to back it up. Dec 26, 2014 I've had a few bad experiences, but I'll write about my most recent one today. I was trying to get a replacement phone for a cracked screen. I paid for "express" service. I brought the phone into the store on Friday, and it arrived on Tuesday. That's not horrible, but carrier insurance, in my case with Sprint, the phone would have arrived on Saturday, Monday at the latest if I would have placed the order late in the afternoon on Friday.

My Mom recently had water damage to her cell phone and we called Geek Squad to go through the protection plan to get a replacement. Our first surprise was that it would cost $150.00 to get the phone replaced. After talking about it we decided to replace even though the amount seemed really high. This was New Year’s Eve that we called, after a little time we thought about it and she felt she would rather just stick with the phone she had since the price was so high. What we did not know and no one at Geek Squad had warned us is that you only have an hour to cancel and even if you return the phone provided to you they will still charge the $150.00 fee. A fee that still is way too high on top of the initial cost of the protection plan in the first place.

I have had the Geek Squad protection plan for my cell phones for the past 4 years or so. In the beginning it was great. I pay about $10/month and if anything happens to my phone, I file for a replacement and they would send me a NEW one. Well that was a lie from the beginning. I was told I would get a new phone, but actually you only get a refurbished phone. The first couple of replacements I received over the years worked like new. I was completely satisfied, until these last few episodes.

After using Geek Squad protection for several years on my phone and my husband's phone I had the worst customer service yet. My credit card had expired so I had to update my plan which I did 2 times since the first time it didn't work (The customer service representative tells me WE HAVE HAD SEVERAL PROBLEMS WITH OUR SYSTEM UPDATING THE CARDS). So I go to upgrade my phone and the store associate at Best Buy tells me to call and cancel my protection plan for my old phone as she was unable to do this. I called and this is when I'm told "you have not had protection since September 2014" (It's jan 2015). I then said "Interesting. Why is that?" "Well you have not paid since August so it was cancelled."

Paid for Geek squad, paid for Samsung Galaxy tablet, attempted to get assistance from Geek squad. I needed help with Clipboard, basic stuff. I was on hold for twenty minutes after being transferred to a specialist. She could not tell me how clipboard works. When I asked to speak to someone with experience with tablets she told me I would need to bring tablet to the store. Tablet is not broken. I explained that I am not able to drive due to foot injury. Her response was basically "Oh well.” Thanks for nothing Geek Squad.

After having this plan for two years, I sent for a replacement phone as mine was broken (cracked screen). After getting the new phone it won't activate. I called Geek Squad and they told me I have to have Sprint activate it. Sprint tried but informed me that the phone was listed as stolen. I have now had to have several hours of conversation with the Geek Squad just to see about getting a new replacement, and I am not so sure I like that they are shipping out stone phones. Someone somewhere is looking for this phone!

I recently purchased the iPhone 6 along with Geek Squad protection. I cracked the screen after a week of owning it and sent it in to get replaced. They could not fulfill my claim for a refurbished iPhone (for some reason) so I was given a gift card for 799.99 to purchase a new phone and I had to pay tax on that phone which came out to around 72 dollars. What I come to find out is that I was charged 217.99 for sending in my phone to get replaced and on top of that, my insurance was cancelled and couldn't be moved over to my new iPhone. I paid my insurance in full (249.99 for 2 years) and called to get a refund on the months I didn't use and they would not give me one cent. I have been screwed over by Geek Squad.

Geek Squad is by far the most incompetent group of people I have ever worked with in my entire life. I've never done a review on anyone before but I had to draw the line and do it for Geek Squad. They have no idea what they are doing and for the past month and a half have been holding about 300 dollars from my account to send me a new phone WHEN IN REALITY they ran out of the phone I had and didn't bother to say a word to me about it. NOW I have to send my phone in with NO OTHER BACK UP PHONE and wait for them to give me a gift card online for a new phone WHILE STILL HOLDING 300 DOLLARS FROM ME. Thanks Geek Squad for being the most ** company I have ever had to deal with. All of the reps must be 16 years old. Never use Geek Squad for ANYTHING. I've also left out that I talked to about 6 different representatives all telling me something different to help me when they actually have no idea what they are doing and just hoping to get a good review out of me. I still have 300 dollars missing from my account.

I purchased a car audio interface kit as a Christmas present for my 16 yr old sister a couple weeks before the holiday but was told the earliest available appt for install by the geek squad would be the 29th. I was a little unhappy that she would not receive her gift until after the holiday, but still excited to get her what she wanted so I scheduled the appt and commenced to waiting. On the 29th I drove over an hour to get her car, and then dropped it off for the hour and a half installation. Shortly after dropping the car off I receive a telephone call from the technician stating that the installation was going to ruin her factory radio signal because he had to disconnect the factory antennae. None of that was ever discussed before my money was taken weeks prior and I was, needless to say, disappointed!!!! I wanted to upgrade her radio capabilities with new technology, but not destroy the factory radio while doing so.

I'll start by saying that my girlfriend and I have been loyal customers for 3 years never having filed a claim. Recently my girlfriend dropped her phone in the sink. Within literally five seconds of inquiring we were told we were "out of luck." In the fine print they specify that any submerging into water does not cover you. We have paid hundreds upon hundreds covering our phones. Even if you find this acceptable, hear this. In this Eau Claire WI Best Buy location, the person "helping us" (I use this quote loosely) was the nastiest witch I have ever met (I've been to Iraq people). Single word sentences loosely explaining that we are screwed. Her name is Meg and she isn't worth the salt off her sweat. I hope she gets eaten by a pack of wolves.

We were sold the "protection" 1 year ago as being better than the carrier plan, etc. Bring your device in any store they will help, etc. I took my phone in as the screen had cracked and was SHOCKED to find that it would be $149 WITH my "great" plan and it would take 2 days to get me a refurbished phone and I would never see mine again!

I just recieved my credit card statement and noticed a charge from Geek Squad for Best Buy. I never allowed Best Buy to charge on my card. Apparently, I had problems with my computer a few years ago and because I paid for it with my credit card Best Buy thinks that they can charge me every year. I called to cancel and get a refund and was told that it was beyond 30 days and it was too late. Because of the Christmas mail, I just received my bill. I now have computer protection on a computer I no longer have. I am furious and feel completely ripped off! This is fraud! I can not believe that such a large company like Best Buy has to resort to stealing money from people like this. How many other people do they do this to?? FRAUD.

I canceled my insurance with geek squad/BEST BUY in June 2014 because I no longer had the phone. The phone had been reported stolen. Geek squad continued to make ATM deductions from my bank account until November 2014. When brought to their attention, I was advised they would only refund one month payment. Until now, I have not received any refunded payments. They took a total on $60.00 from my account until I brought this to their attention. I complained to the district office too. However, unsuccessful. DO NOT GIVE YOUR ATM ACCT TO BEST BUY GEEK SQUAD!

As gripes go, this one is not major. It involves hundreds, but not thousands of dollars. However, my guess is that there are many others who are impacted by this as much as we have been. In February, 2014, I purchased a Microsoft Surface tablet at Best Buy in Coquitlam, BC. It has worked out very well, and I have no complaints with the tablet. At the time, I was offered the Best Buy protection plan. I generally avoid protection plans. I think this was free for 30 days, and so we accepted it.

Bought iPhone 6 that had a defect, which is fine, happens, nobody's perfect. Call in to put in a claim they rejected the claim. Called again put in second claim. They took $113.00 for collateral in case there was damage (what they said screen damage or water damage). Took them 1 month to send not a phone but gift card. Called in about the collateral money and they said because there was little small scratch on the corner they have the right to keep my money. I have pictures and videos of the phone. They said sorry, too bad. Tried to cancel my protection plan - they said sorry too. And also be careful when buying something and having them convince you about their protection plan. Before I bought this plan one employee told me that if I bought this plan right now and then even if I wanted to he said, “You can break this phone right now on the corner of this table and get a brand phone.” I will never buy any protection plan from them again.

I purchased an antivirus software through Geek Squad in 2012. I no longer have the antivirus software, but Geek Squad still charged me $41.87 on my September 2014 credit card statement. The charge showed up on my credit card as "Best Buy MHT". I contacted Best Buy and they said I would need to contact Geek Squad. I've emailed Geek Squad beginning in September 2014 to request a refund. I've also contacted their account services department several times. The first few times I was hung up on after describing the situation. On December 4, 2014, I spoke to account services again and was informed I would be notified in 5 to 7 business days. I did not hear back from them in this time frame. I followed-up again and was told I would receive a refund in 5 to 7 business days. The time it has taken me to try to resolve the issue is noteworthy and I hope that other consumers know about my experience prior to purchasing antivirus software through Geek Squad.

I am a very dissatisfied customer. I have been a loyal Best Buy customer that has purchased all of my electronics from Best Buy and have always purchased the additional protection plan. Well I know have a broken iPad with a protection plan that is not what I originally purchased. The protection plan I purchased almost two years ago was honored in the Best Buy store(s) by fixing or replacing the product with a new version. I am now told that I have only one option, which is to send my iPad in to be traded for a refurbished iPad. I did not purchase the protection plan with the knowledge that I could potentially be receiving a product that was someone else's problem and there is no protection for me if this refurbished product has a defect after I receive it. This issue along with the options to return and receive this refurbished product. I am now told that I have to blindly send my iPad off and wait 7 plus weeks to receive a refurbished iPad or a gift card reimbursement. I am not comfortable with the uncertainty and the long turnaround time. This is not a customer friendly approach; this is benefiting only Best Buy and Geek Squad. The loyal customer takes all risk and responsibility after already having paid the $200 cost of the protection plan.

We need to start a class action case against them! Scamming to many hard working people. My son and I have a protection plan for our phones after we were told if the phone gets damaged it would be replaced for FREE. His fell with a protective case and broke. I asked and was to go online and fill out a form since we had the plan then was going to be charged $160. Why have the dam plan? I would have never taken it if I knew the truth. I want all the money I was charge from this plan since they are not replacing his phone and I'm getting charged for 2 phones at $10.69 a month for the plan. Very misleading and not happy.

There are bunch of careless people on the phone that they just want your money and the inexperienced teenager comes and messes up with thousand dollars entertainment system. I had to pay again to a local guy to fix geek squad's work. By being cheap I ended up spending twice as much.

My grandson's Samsung S4 was under Geek Squad Protection Plan. When screen got cracked accidentally I was going to get it fixed for his Christmas present. I had some problems in doing the online service request so got one of their chat technicians online to assist (Michael C4). I understood that there was a $150 deductible that I would have to pay. I asked SPECIFICALLY that if I did the express replacement, was $250 (plus taxes) all that my card would be charged (they call it a hold, but trust me the money is GONE from your account)? The tech told me that the $250 hold was all that would be put on my card and that when the old phone was returned to them they'd basically give me a $100 refund so that all I would pay in the end is the $150 service fee. I then notice that my checking account has been wiped out by TWO Geek Squad charges, one for $158.20 and another for $263.69. WHAT!?!?!?

While buying iPhone 6 from BestBuy, they recommended Geeksquad plan with lot of promises. I took the plan and lost my phone after 2 months. When I claimed the lost phone, they charged me $200 immediately, but not sending phone yet after 2 weeks. I had called at least 10 times and every time a different person gives a different answer and says, it’s a mistake from their side, but they can’t do anything about it. One of the agents told their manager would be calling me but it’s been 1 week, even the manager did not call me. I really don’t know what’s going on and how these guys are operating the business.

I think you need an overhaul, on customer service, hold times, transfers, and faulty connections. I am tired of employees that lie, don't check in, can’t look up an order. This is even with receipt info, date of purchase, and rewards numbers. I think you’re falling short, hiring labor overseas, and lacking proper training. I am annoyed that you hire techs that damage my home, that can't reconnect water lines after being told they would. I again have recorded calls. You’re in the WRONG.

I bought an iPhone 6 in September and got the Geek Squad insurance. This was the second time getting the insurance. I had it for my last iPhone. I had a water accident with my iPhone 6 a little after two months of getting it. I took it to Best Buy, which I love by the way. Just not the insurance. They told me they couldn't help me and gave me info to call Geek Squad. So I did.

Good luck getting service after paying for the Geek Squad service plan. They used to be good but not anymore. A tech came out to my home a week after I called to fix a kitchen range. Said he had to order parts and would be back to repair the day after Thanksgiving. An hour before he was due to show up, he called to say he had a family emergency and would be gone for two weeks and someone else would come out. It's been 12 days. Nothing. Now I've been on the phone with Geek Squad for half an hour and not making any progress.

Best Buy's Geek squad Warranty division is about to bank in some money $$$ with their new $250 deposit for a replacement phone. A very sneaky move on their end to profit. I was furious when my bank account was $270 less than what I thought due to the hold from Best Buy. They put a hold on me until I sent in my broken phone. I have 30 days. Sent in the phone and it was taken OFF. 2 days later I see the charge again on my phone and my wife calls them and was told they didn't receive the phone. So our questions is, why did you take OFF the hold if you didn't receive the phone? They replied it was a mistake on their end. So my wife eats it and I call back 2 hours later because that just wasn't going to fly with me. You can't do that to your customers.

This Geek Squad has cost me over $400 in unnecessary repairs to my computer, and an additional $300 to have the problems repaired correctly by someone with proper knowledge of computers. I ended up hiring a company called Geekatoo to repair this remotely for me as I didn't have the time (or patience) to drop it off at Geek Squad again for another week.

Bought Geek Plan insurance for cell phone. Was told phone would be replaced no matter what. Paid $10.99 for 14 months. Cracked phone screen. Took it to Best Buy. Was told terms had changed and there was now a $156 "service fee". Paid it reluctantly. Received a REFURBISHED phone. Have spent $315 for a REFURBISHED phone. Complete fraud.

Paid for two years of Geek Squad phone protection with agent telling me he was on fourth phone that they replace for any reason about four years ago. I tried to submit a warranty for a cracked screen after being a customer for nearly 4 years, and told that there was a $149 service fee to process claim. It seems they changed their policy in 2013 and never sent out written notification. I renewed contract and got a new phone less than 6 months ago and was still not told of policy change. They refunded my warranty money but would not repair phone. As a consumer and business owner, I have spent thousands of dollars with them in the last 12 years, but they have lost me and everyone I can tell if this is not resolved. This is very poor business practice.

I pay insurance for geek squad for my iPhone 5s. I called in on November the 2nd and made a claim of damage. I was charged the deductible of 158.99 and was sent an empty box. I placed my phone in the box as directions instructed and shipped the phone off through UPS with a generated shipping label sent by geek squad. I called to see if they received the shipment when a week went by and no phone. Geek squad informed me that they received the shipment and would be sending my phone out. I unfortunately have misplaced the receipt from ups and have been sent empty boxes over and over for the past weeks. It is now December 4th and still no replacement iPhone 5s, refund or solution has been offered. I am still paying for the phone through a contract with AT&T. I have been given the run around over the past month and geek squad has been unable to assist me so what am I paying for every month? I have requested my old broken phone back however they seem to have no record of it being received and I have also asked for some type of compensation and have been offered nothing but was told unfortunately there is nothing they could do about the situation. I just want my phone, please someone help.

Nov. 20, 2014 charge to my bank acct. for renewal of Kaspersky antivirus. I call and let them know that I had to delete that program from my computer because it was telling me it was out of date and would not let me update it and I still had 4 months left on my subscription and was not going to pay for a new one with 4 mos. left. After my initial call on Nov 21, 2014 being told it would take 24 hrs. to process the refund. Needless to say, I had to contact them two more times, the last was yesterday Dec 2, 2014, and it was blamed on my bank. It took almost two weeks for them to finally process my refund. I will not use this company ever again!!!

Made morning appointments with Geek Squad and they ALWAYS very late way in towards their almost quitting times. The 2nd time they were supposed to recalibrate my television which I had already paid for when I purchased the television. They quickly left without explanation to me and left television wires unhooked and they didn't recalibrate my television. Which by the way I mentioned was included and paid when I purchased my television from Best Buy. I've never used Geek Squad before but when I made this television purchase. Best Buy VERY highly recommended that I use GEEK SQUAD. That's the reason I contracted with Geek Squad via Best Buy.

I recently had a TV & other items purchased installed by Geek Squad. After they left all 4 3D glasses were missing and I could not find the TV remote. I checked through the trash and I did find 2 of the 4 3D glasses and the remote control for the TV. I've called the store 3 times and left messages at the Arrowhead mall and was told the TV manager Rich will call back; however, he still has not called back. I'm at a lost of what to do now. There was also a bonus-for-purchase of a Sony wireless woofer that did not show up during delivery and install. I called Sony to verify the items should have been there and was told yes. Sony ask me to try again with the store and if no help to call them back.

I have purchased 2 iphones and 1 samsung s4 from best buy in the past year to year and one-half. Each time I purchased their 2 year warranty, paid in full at the time of purchase. At the time of purchase, the warranty was "we replace your phone no matter what happens to it except for a lost phone. Just bring it in and pay a $50 deposit for a loaner phone," they send yours out and when it come back you get your deposit back. I have used this warranty two different times in the past with no problems. Today I broke my iPhone so off to best buy I go with my $50. Well now the tell me, "sorry we changed the warranty." Really I said, "how can you change a contract I already paid for??" Their only response was, "hey don't know what to tell you. It was corporate."

They changed the geek squad plans on everyone! I was told 50 dollars for a loaner phone and that I would always have a phone. Now I have to send it in and be without it for god knows how long. Plus they raised the price on the plan. ** them! I’m out!

Took my Iphone to Geek Squad - was not loading apps. They told me to go back home and back up my data phone numbers etc and then tried to restore phone. I tried problem with back up, tried to restore, got error code. Went back next day. Told Geek Squad what happened. He took the phone and did something. Lost 300 +/- phone numbers even though I told him I could not back up on Itunes. I had to load all the stuff I had back on to phone. I asked "why did you not try to back it up first?" He said, "O we don't do that."

I bought a 2 screen portable DVD player and bought 2 years of Geek Squad protection. The first 2 times there was a problem with movies not playing, they "fixed" it and it worked for a while. The third time they tried it at the counter and said it was working, we informed them that it kept shutting off or freezing. They told us if they send it in we will be charged because it worked at the counter. We were still in our protection plan, but they would not fix it. I am sure it was because the third time you have to repair it, they will replace it and they did not want to.

I received a receipt on my computer for an extended warranty. It was in my wife's name--NANCY ** . It was for 1-year. This was never approved and we did not ask for it. I called the geek squads number and they said they were within their rights to do, so they pulled our file and took it from my wife's credit card. This transaction took place at twelve midnight because I called the bank and this is the time they said it was done. We have for the last six months been using a different security company for our internet. Also, we filed a report to the bank in July for fraud against this company. Their number is 1-800-433-5778.

20 months ago we purchased Samsung S3s from Best Buy. We were "sold" the protection plan ($9.99 per month per phone, $200 per phone for the 20 months) having been told that any damage to the phone would be repaired at no cost as long as it wasn't water damaged. Having had bad experiences with the cell phone company's insurance programs (with T-Mobile specifically), this sounded great. They didn't cover theft, but they have what sounds like good system for retrieving stolen phones.

My wife and I bought two I phone 5's from best buy back in the summer, we had a discussion about the protect plan. We decided then we did not need it. Fine right. No! A few months later she noticed a charge on her credit card statement, she inquired and found out we were being charged for the protect plan. Now starts the **. She calls and email the agi geeks. She calls and we go to the store the phones came from. The store says they cannot help, it's past 30 days. No ** Sherlock. We were not suppose to be on the F in plan. She talk to the agi geeks, by phone and email. They tell the store can correct the error but maybe the manager is not aware of his job or ability to make this correction. B.S. Again by phone store says they can do zero for us. Now Agi geeks say they will elevate this issue to people higher up. Ok right. No, a week or two go by and nothing. Even though geeks same three day to get back to us. Again wife emails geeks, different geek says the same thing, will elevate to higher power three days to get back and still weeks After zero. This organization are evil liars.

I purchased a laptop along with a $240 warranty that lasts for 2 years. I had minor damage on the computer due to a fall. I brought it to best buy for repairs. They needed to ship it out. I received the laptop back 2 and a half weeks later. The man handed me the laptop without a box, bag, or any sort of protective covering. I brought the computer home. Turned it on and noticed black lines on my screen that were not there before. Also there is new damage that will not allow me to plug in an HDMI wire. Called the store and they want to ship it out again!! Apparently while was being shipped it was damaged but yet they want me to ship it again?? Very frustrated I ever bought the warranty. I could of had it fixed locally for less than $240. I also am worried about any internal damages that may have happened while being shipped across the country. I do not recommend buying a warranty from them. It was a waste of money. Wish I would of read all these bad reviews before I made my purchase.

I sent my phone to the Geek Squad Service center via prepaid UPS shipping label to their service center in Pharr, Texas. My phone was received by the service center on November 10, 2014. It was signed for by an employee. However, despite this delivery confirmation; I continue to receive emails from the Geek Squad two weeks later stating that they have not received my phone. I have been given the runaround by employees ranging from customer service managers up to the corporate level. I was even told by the receptionist in the corporate office that the manager I spoke to the previous day never worked there. Horrible Service! I am in the process of filing a complaint with the Better Business Bureau. PLEASE DO YOURSELF A FAVOR AND AVOID BEST BUYS!

I had a broken iPhone 5 with a 2-year contract. Went into Best Buy on November 1st and they told me it would 5-7 days for them to ship the box to my house. On November 6th the box arrived at my house like promised. I shipped my phone out the next day (Nov. 7th) and their system is so ** and they lost my phone somehow. It is now 21st (3 weeks), no phone they are trying to find my iPhone. I am so pissed off that I payed a extra $239.99 dollars to go through all this bull **. I have been on the phone for hours and just keep getting put on hold and then getting hung up on. I am going into Best Buy tomorrow and they are going to give me either my money back or another phone because I'm done with all this crap. Beyond Angry and never paying money to this ** company again. Thanks so much for your extra crap. (Oh and when they are trying to sell you this 2-year replacement plan and say it's easy and quick to get your phone fixed or replaced it's bull **).

When we first got our phones through Verizon, we decided to also do their insurance. It worked well. If we had issues with our phones, they ordered a new phone and had it shipped to the store where we would exchange it. The turnaround was only a few days. Now, when there is an issue, there are two options: Have a $250 hold placed on your bank account for several weeks while they ship you a new phone and then wait for your old phone to be sent back. So 1-2 weeks of a $250 hold on your bank, OR they ship you an empty box that you need to ship back with your damaged phone and after a "4-5 day" processing period, they will ship you a new one. The total turnaround for this is 2 weeks. 2 weeks with no phone. Some people may think "big deal," but when you have kids in school & no home phone or other way to communicate with people, 2 weeks with no phone IS A BIG DEAL. Ridiculous and I will be complaining everywhere I can. What a ridiculously stupid policy.

The company did not provide the product I paid for, their customer service was extremely lacking in the ability to assist, and they stated it will take 1 to 2 MONTHS to refund MY money for a product THEY failed to deliver. They give insincere apologies and keep you on hold for long periods of time. DO NOT USE THIS COMPANY!

I recently had a hard drive on my HP laptop that was getting slow. I decided that before I had a major problem I would research my options. The sales people at Best Buy encouraged me to put a solid state hard drive in my existing laptop instead of replacing the computer. I was told that this was an easy transition to clone the existing hard drive to the new solid state hard drive. I purchased a 1T Samsung solid state hard drive and Geek Squad let me know when to come back for the install. It has been several weeks now and I am on my 6th trip to the store and I still do not have a functioning computer. I have been in business for close to 25 years now and have been on Quickbooks for all those years. I have purchased many new computers and installed programs and transferred data with no problem. What is the big deal.

Was shopping for a Alienware 14 inch laptop. When I found the product, I tried to play the Demo video. It caused a fatal exception and I had to perform a system recovery. I thought it was a coincidence so tried it again and the same thing happened. Called geek squad and was told by supervisor Delilah that it would cost me $69.95 for her to look into it. Bestbuy.com and geeksquad.com should stop posting malicious items on the Bestbuy.com website. Beware!!!

I called one day after purchasing Geek Squad tech support to cancel my subscription. I wanted to cancel due to too many bad reviews and now I am adding to those bad reviews. The customer service rep name Jovie assisted me. When I asked Jovie to give me an exact amount that would be refunded back to my account she was wrong twice. I asked to speak to her supervisor and Jovie replied "NO" more than once. I was persistent with Jovie letting her know I did not trust her and wanted to speak to her superior, and I was not going to hang up until I spoke with one.

I went to my local Best Buy store to get my cracked screen on my phone repaired or replaced. I was then told that I must do this online because the person there does not know of how to send a phone back for repair. I have done this before at this store and had no issues. This time, I get the runaround, the website is as far from user friendly as can be and the agent chat feature was experiencing technical difficulties, really the geek squad is having technical difficulties. After waiting on hold for two useless agents, the third agent informed me that in order to get a new phone, I could get express service and allow them to place a $250 hold on my credit card or go without a phone for two weeks by sending my current phone back to them and waiting for them to send me a new one. I do not place a hold on the money I pay every month for this I surface and as a customer for a number of years, I expect much better service. Needless to say that I will not make any further purchases from Worst Buy and ditto for the Stink Squad and their insurance.

When I received a call from the Geek Squad that my repaired laptop was ready to be picked up, I went to Best Buy and joined the line marked "PC Pickup" along with other customers. After ten or 15 minutes I noticed that employees from Customer Service (not Geek Squad) were showing the Geek Squad customers a PC setup where they were required to register for a walk-in appointment in order to be able to pick up their PCs. The customers were irate at the delays.

I was misled on the monthly cost for cell phone protection. Initially told it would be $6.99 per month but was charged $11.99 after the first month. I was misled on the amount of the deductible. It went from $100 (the promise) to $149.99 (the actual amount). I was told it would take 7 days to receive the replacement phone. It's now been 2 weeks and I was just informed it well be at least another 3 days. The support personnel I spoke with couldn't have shown less concern. I was left with the impression they hear complaints a lot.

I currently have a Galaxy S4 that is not even a year old. I purchased this at Best Buy and purchased the Geek Squad plan on the phone. I have been having issues with the phone for a few months. The battery was bad and was replaced about 3 week ago. I am currently having additional issues with the phone, battery is again bad and it's locking up. I took it into best buy and the geek squad rep and the samsung rep at the store was not able to determine the problem and so I was directed to file for an express replacement. The geek squad rep was not very knowledgeable and was of little to no help. I ultimately ended up doing the leg work myself at home.

My computer was brought in early February 2014 and returned on February for a HDD failure in which the HDD and keyboard were replaced with a "recertified" hard drive. Imagine my disappointment after only eight months that I began receiving the message that "windows detected a hard disk problem". Just a month and a half after my computer was out of warranty. On November 3 I decided to contact Best Buy about the problem, only to receive the standard form letter that states, "We appreciate you contacting us and thank you for your feedback but we are unable to help you and are forwarding you to another department."

I took my Toshiba Satellite laptop to the Geek Squad to fix the USB ports after the 2nd time they replaced the mother board. When I got it back, it would get a blue screen error and I could not use it. The store tech tried to fix it and said it was a software failure. Toshiba sent me new restore media, still have the same problem. I have the warranty program for this and have taken this back 4 times. They won't replace it unless they send it to the service center for them to recheck it and get their approval. The problem is they don't know how to fix it and have tried 3 times. Even the store Techs say the service center doesn't do the repairs correctly and have complained. I don't want to wait another 2- 3 weeks to get another one. Worst service I have ever encountered.

I purchased 2 galaxy 4 phones from best buy with geek squad phone protection plan. They take the money out of my bank every month for the insurance. My phone breaks and I call to get a replacement phone and they tell me it's 140 dollars. I was never told this when I was hustled into buying this insurance. What is the point of paying monthly payments just to have to buy the phone anyways. Other insurance company cost 50 bucks that's it to replace phone. Then the people I talked to were so rude and unhelpful. I asked to speak to a supervisor and the guy giggles and transfer me to a phone line that rang for literally 30 min straight. I'm so disappointed in the service I just received.

"Better of buying a new laptop" is what I was told when I took my son's laptop in as the hard drive crashed. The geek quoted me over 450 dollars to replace hard drive and configure and said he had a better laptop for the same price. My son's laptop was an Intel i3 with 4G of ram with a 640G hard drive. He seemed more interested in selling me a new laptop with the service program as opposed to helping me fix the perfectly fine one I had. Luckily Staples was right next door and installed a 1TB hard drive, configured and reinstalled windows for the price of the hard drive (69.99) and 99.00 for the service. Best buy lost a customer for life.

My rating for Best Buy/Geek Squad is a zero! They are the most uneducated geeks, have little knowledge about their products and are unprofessional. What a waste of time & money. I bought a Mac book pro June 2014 at best buy, with all the required software and protection installed that I needed to run my small business, as well as the Geek squad 24-hour, 3-year protection plan. They recommended that I have Webroot installed. It is now November 2014, Never had any issues until now, I called geek squad for the first time with a issue with Webrott that they installed, it would not allow me to get the latest update and kept popping up. I was on the phone with geek squad for almost 3 hours transferred to over six geeks, that had know clue as to what to do.

I sent in a TV to get repaired. When I purchased the TV brand new, only a year ago, it cost 500 dollars. Geek Squad wanted over 900 dollars to repair it. TOTAL SCAM. I bet that 35 dollar deposit that no one gets back for "shipping" really adds up.

Geek Squad's customer service is deplorable-I sat on hold for over an hour, got no answers, and asked to speak to a manager, was put on hold again for over 10 minutes and transferred to Appliances in Texas. I went to your physical location in Highland IN (store number 1774) where I was met with a very rude Geek squad rep in a white shirt & black tie around 1pm. I demand to speak to a manager, where I spoke to ** & **. Several times I tried to relay to both of them that my computer was checked in on 11/02/2014, I received an email to call the store on 11/03/2014, I called & gave permission to move forward on 11/04/2014, however nothing was done until today-ironically when I attempted to check the status of my computer repairs today (11/06/2014 at 12:00pm).

I've had Geek Squad's protection plan on my cellphone for 6 years, but I recently signed a new contract & got a new plan (not with Geek Squad). They charged me for another month of the protection plan so I called to ask for a refund which I was told could not be done. I asked to speak to a manager who would also not refund the charge. I'll probably never use Geek Squad again.

Had a galaxy s4, bought through Best Buy and they talked me into their protection plan and how it was so much better. So I went for it, apparently they had changed how they handled cell phones and their deductibles. Okay and did anything get sent out, no email no nothing. So when I get to the store, and after waiting in line forever, they start to process my claim and tell me its 150 plus tax. Eehhh okay, higher deductible but I needed a phone so I hand over my card and he says they changed the system and that I have to call now because they will no longer handle in store claims. But he did it cause I was already there. I look at the receipt and there was an extra 270 charge but it was only a "hold" charge. I told him why didn't he explain that because no matter what, that comes out my available balance and the hold will not be released until they receive the old phone. WTF? So I asked how long.

Best Buy does not inform you that their protection plan changed and that there is now a $150 deductible. Their big gimmick when the plan was initially offered was "no deductible". They neglect to tell you that there is now a deductible. I understand if they need to change the terms of a NEW plan, but how they can change their plan in the middle of an EXISTING contract term? AND without notifying anyone? SOUNDS LIKE A CLASS ACTION LAWSUIT.

I had spent well over 3 hours on the phone with customer service/Equipment Replacement having been repeatedly put on hold, transferred, and disconnected. I called back after yet another disconnection after being on hold for 1 hr. The lady who answered was very rude, just transferred and I waited another hr. Another Rep who answered hung up. Horrible Experience.

I brought my Toshiba Satellite to the Geek Squad located within the Mansfield Best Buy on 10/12 because it would not start up. Local techs told me it needed a new motherboard and they would have to send it off to get it replaced. Laptop shipped out and received at the repair facility on 10/15 (3 days in shipment). On 10/15 a new motherboard was diagnosed as required, the part is on hand so no need to order it. Estimate was given to me ($363), I approved it. They said thank you for approving, awaiting a tech to be assigned.

I've used Geek Squad for all of my computer repair needs for as long as I can remember. They have always been professional, courteous, patient, and swift with every issue I've come to them with. I had a Dell laptop that needed a hard drive replaced and they told me it fell under the manufacturer warranty and they sent it out and it came back working like new. I've also brought my desktop and daughter's laptop in for virus removals and tune ups and every time I've had a good experience. I would highly recommend this service to anyone.

I somehow got the plan when I bought my daughter's phone. Called to cancel - but apparently they did not note it - then got charged several more months (multiple times in one month) and would not refund me when I called them to correct. Don't do it!!!!

I had the geek squad install a new hard drive in March of '14 and purchased the support plan.. It's a good thing I did.. The geek squad messed up my files and my hard drive from the beginning. ITunes was such a disaster that I couldn't even make a disc. Each time I tried to save a song to be on a disc, ITunes added 500 songs.. without me making any such request. I have been back to the store at least 10x and no one seems to be able to fix my computer.. I wouldn't recommend the geek squad nor would I ever purchase anything from "worst buy" ever again.. and I will dog the company every chance I get.. my feeling are ** worst buy... you will never get my business again and I will pass this along to everyone of my friends and acquaintances ... frankly I think the geek squad and best buy **...

I have been trying to contact your billing depart for 4-5 days & got nowhere. I do not have a contract#, a 4 parts keys, reference# other than the transaction#. I called 1-877-772-7195, 12 times or 154.54 minutes on the phone talking to people who aren't able to help me. I emailed them at online @ geeksquad.ca several time with only 1 reply. The bottom line, the service has been excruciatingly terrible. I want out and I want to be refunded.

I have been trying for over 2 years to get a warranty cancelled and a refund of the charges. The warranty is for a cellphone I don't own! I have spoken to BestBuy about it and was told I would have to contact Geek Squad (Canada) about it, there is nothing they can do at the store. So, I called Geek Squad again and they tell me I have to take my receipt for the phone and the warranty to the store to get them to take care of it at their level. Absolutely incredible.

I took out the phone protection plan. I was told that it covered everything even if I dropped it in a swimming pool for hours. Well last weekend my daughter dropped my phone and cracked the phone. I was told that they couldn't repair the phone, that they would have to replace the phone but that I had to pay $150 to do that. I was told when I called the max out of pocket would be $50 and they would just replace the screen.

I went to Geek Squad at Best Buy in Pearland, TX, where I have the protection plan for my mobile phone. The Galaxy SII would display a pink screen and not respond to commands. Learned that the loaner program was no longer provided and that I would be out of my phone for 3 days. I explained that my previous experiences with Geek Squad were awful when I dropped off a phone in the past. Let's just say that Geek Squad shipped the wrong battery at least three times and I had to make all of those trips to the store. Everyone including me was surprised to discover that the wrong battery was shipped each time. By the third or fourth time, I refused to believe that Geek Squad did it again and that I would need to make another trip. Let's just say I was very... very unhappy.

I brought my Note 1 in to exercise the geek squad return/exchange warranty. The technician seemed normal, but couldn't figure out which way the usb cable plugged into the phone. After a few minutes of stabbing at the usb port, he eventually got it in but scratched my phone. I was told that due to the damage, caused by that idiot, I could not exchange my phone.

I took my laptop in to our local Best Buy to have it sent out for a motherboard replacement. My laptop was indicating a post code 1 error that means a processor or graphic card failure. Knowing this from talking to HP that indicated they could have repaired it if the unit was not over 3 years old (3 years 3 months) HP stated they could fix it for $329. The Geek Squad stated that it could cost up to $600 with a minimum of $128. WOW what a big spread in price. To me when I take my truck in for repairs they give me an estimate of what they think is wrong, then call me if they found more wrong before doing the repair and to get approval. To me this sounds like a bad used car salesman. I am looking elsewhere to take my laptop to get the $179 motherboard installed... I am sure the install fee will not be over 150 or so vs. the 400 at Best Buy. Also did I tell you all the parts being installed are USED and refurbished - where their price point. To all my readers, I got my dog's old chew toy that I am selling for new - would you pay the full price? New is New and Used is only a 60-day warranty.

I am beyond myself for thinking that the GEEK SQUAD were honest and trustworthy. I sent my laptop for them to fix the adapter outlet only for them to return it in a non-functioning state. My wi-fi connection does not work any longer since I got my laptop back....they were rude and condescending when I informed them about my device malfunctioning. I will contact a lawyer and sue these shy locks... PLEASE PLEASE BE AWARE OF HOW YOUR SYSTEM works/operates and functions before sending your PC for repairs.... you certainly do not want to be paying for services that are unwarranted!

Had a problem with Outlook Express and took my laptop to GS. After two days of waiting I was told they re-installed Outlook. The first time I tried to look at my email, I received the same error message as before. DO NOT use Geek Squad.

Brought my Samsung Galaxy Note II to be replaced, as water got into the camera lens and phone could no longer bring up the camera. Waited 7 days for a refurbished phone. Not so bad, as I was still able to use my original phone. 27 days later, the new "refurbished" phone stops working, although it would work if I left it plugged in. Battery was at 100%, but as soon as I unhooked the power, lights out. Would again start phone, and it would lock up at the Galaxy start-up. Took back to Best Buy "Geek Squad". "NO problem, we will send for a new phone." "Do you have a loaner phone I can use?" Nope, "you are out of luck." "What?!" Not their issue.

Geek Squad sells a second rate insurance policy online... You think you have bought local coverage and then you find out you have to send your computer in every time. It took them 8 weeks the first time. They sent me a computer back where Windows 7 was replaced by Windows 8 and in addition a bad battery. Now they tell me that they won't replace the Windows 7 they destroyed. BEWARE. After 16 frustrating weeks, I have a computer with no working battery and the Windows 8 they replaced Windows 7, I now have over $800 of non compatible products.

I have purchased their 1 time tune up on my computer which was supposed to be done remotely and they told me $150 plus tax and I damn sure paid with my CC. When their technician got on my computer, he said there was nothing wrong with my computer and it is not necessary for me to do a tune up on my mac, and he did not do a thing on my computer. So I called them back and requested my money back, within 10 minutes of my 1st contact to purchase the package, I have called them 4 times and they put me on hold every single time for over 30 minutes each and each time they send me to chase wild goose. 1 of them was so stupid that tells me there is no transaction on your credit card, and there is a charge clearly for 159.36. They are scam, and they trying to rip me off. Guess what I will call BBB and if not I will sue their ** for fraud.

I bought a monthly protection plan back in 2012 for an iPhone 4S for my college-student daughter, and the phone has had to be replaced now 3 times for defects within the phone. Each time, the phone has to go to a store (in the suburbs, by the way, far from her urban school) to be seen by the Geek Squad. The store has to take the phone, and they have to order a replacement - which is always a refurbished phone. Then, 3-5 days later, you the customer, or in this case my daughter without a car, are burdened with making a 2nd trip to the store. No phones mailed to customers. The onus is on YOU, the customer, to return to the store (which my daughter has now had to do 3 times, to take the phone and then go back to get the replacement).

The absolute worst experience ever!! I purchased a Lenovo laptop in April 2014. In August of that I was having trouble with the HDMI port and brought it in on 8/29. I was told that it had to go out for repairs. It was received on 9/2. On 9/5 they has to order parts. On 9/8, they ordered additional parts. On October 3 they ordered more parts!!!! The laptop was brand new. There was a problem with a port, apparently they have no idea how to repair a port, or what parts they need to do this!! and can't figure out what parts they need so they can order them all at one time?

After waiting on phone twice this morning for several minutes on hold, I finally got to speak with a Representative. She offered either Geek Squad repair or third party. Finally, I got her to admit that I would have to pay for third party repair. I said, "What is the purpose of me paying for the maintenance contract?" No answer. I am so sorry that I bought my refrigerator from Best Buy.

I am extremely disappointed with Best Buy (Geek Squad). I purchased a cell phone and was offered the cell phone protection plan at a cost of $10.85 per month. I few months later the phone was damaged and I brought the phone in for repairs. The representative was very matter of fact and told me there is a $150 deductible for the repair. I immediately called the customer service line to find out why I had a $150 deductible. The very rude representative told me all contracts state there is a $150 deductible. I asked why I was never told about the deductible and to send me the contract I signed. He said they don't keep a signed contract, only a digital signature. I asked why are the reps not mandated to explain the contract and deductible to customers. He said they don't have enough time and people don't read the contracts. This is complete **!!! I never would have opted for the Geek Squad protection plan had I known of the deductible. My cell phone provider offers a better insurance plan and I should not have listened to the Geek Squad employee and his false representation of the plan.

Be wary of these Big Box stores and their "computer repair" technicians. I’ve experiencing nothing short of anguish and egregious amount of errors and mistakes on their part. Most recently, I took a computer in to have it looked at for errors upon start up. It appeared that there might be a bug or something causing some start-up problems. My computer is used mostly for business, and has up-to-date virus protection installed. I have however, gotten infections in the past. My line of work requires a lot of internet research so I might be predisposed to certain types of infections.

I purchased my Samsung S3 phone thru Best Buy in Mentor Ohio and purchased the geek squad insurance. My phone was damaged so I went in to replace it. I paid the $160 charge and they had a new phone in 3 days. Everyone is very nice up there. I took my phone home and in a matter of 24 hours my phone was turned off 5 times. After calling AT&T we found out the refurbished phone given to us was reported stolen by the previous owner and a block was put on it so no one could use it. The Geek Squad at the Mentor Ohio location said that it happens sometimes and they would order me another refurbished phone - that I would have it in 3-4 days. They refused to give me a new phone in the store but refunded me my money. They also had no smart phones to loan out. So now I am stuck with a stolen blocked phone until they send another used one. I called the 1800 geek squad number and they told me I should have received a new upgraded phone in the store for the inconvenience. I can't believe they only give out refurbished and stolen phones and make money off it!

Geek Squad never even walked through my door and already I will never call them again! After two phone calls and being on hold for and extremely long time, I was finally able to set up an appointment for someone to come out to my house to fix my TV. After arranging a morning off from work so I could be here at the only time slot, they had available for my area no one showed up. When I finally called they told me that I was not on the schedule....anywhere??? Wondering now WHO took my credit card information??? The customer service agent not only tried to blame me for the whole incident because I didn't get the name of the person I was speaking to or the order number she never even offered to reschedule the appointment. The company is the perfect example of becoming "too big for it's britches" and has lost site of good customer care. I miss the good old Mom and Pop stores. As a matter of fact I miss the days when a job well done was a job WELL DONE!!!!

Today after 1 year and half of owning a Macbook Pro, I know how much my power cord is use. Today my cord broke in a middle of Conference call (I work home). I had a hour to go back home and get a new cord. I got to my local best buy just bring the broken cord. I waiting 10 minutes for a person, still no help. I went to the Geek squad. A young man told me I need bring my laptop. I live 30 minutes off the best buy. I need a cord Now. So I told them I have go back soon home, I got a client waiting. Go Back to main desk. No one want to take this cord. I saw 6 employee. At the end I had to buy a new cord that cost a 113$. Well I do have the money but I have a Warranty why there don't want to take the cord. So I brought the Stupid Cord before I left the store. I went to main desk. I wanted the manager. He got back. I told them the problem. I need a cord or I will lose my job and I have a warranty. So he did it in 10 minutes, got my money back on the 113$ dollars cord. But Best buy your policy doesn't say I need to bring my Laptop for proving that my cord is broken.

I purchased a Samsung Note 2 and a Samsung Galaxy 3... Spent 644 dollars in store. The Best Buy representative advised that I get a better insurance for my phones instead of Sprint. He informed me that my phone would be replaced if lost, stolen, or dropped. I specifically asked if it would be replaced with a brand new phone or refurbished one (since I had a similar experience with Verizon years ago). He said it would be a brand new phone. So I said it would be well worth it (after my almost 644 dollar purchase). I purchased the Geek Squad insurance for both phones paying 20 dollars a month for the past year and a half.

My washer which I bought 1 year ago couldn't spin so I called them since I bought extended guarantee. They scheduled me for 2 weeks after that. The technician came but couldn't fix the problem. I called again, they scheduled me 10 days after that. I took a day off work to stay home and wait for them. After 3 hours waiting, I called customer service and she said my worked order had canceled. I told them I had not received any call nor anyone have buzz my door bell. They blamed that they can't control on what the technician said or left on the note. So if I wanted to, they would reschedule AGAIN!! I only have 15 days of vacation every year but Best Buy took 3 of them. I WON'T EVER STEP MY FEET IN BEST BUY AGAIN.

I bought A HTC phone from Best Buy. I was sold a Geek Squad plan and was told that the plan covered lost or stolen phone. A year and a half later, I was informed that the plan does not lost or stolen phone after my phone is lost or stolen. I called the Geek Squad and Best Buy. They both gave a rehearsed "I am sorry, but there is nothing we can do." I would like to prevent anyone else from wasting money on the Geek Squad phone protection plan thru Best Buy. Very disappointed with the customer service with both. Would not recommend to anyone.

Purchased two new cell phones at Best Buy, was offered a protection/insurance plan that would cover my phone due to any kind of damage. Was told by the Associate that if any kind of damage was incurred that my phone would be replaced with a brand new phone, with a deductible of $50. Well seems this is untrue. I dropped my phone in water and took it up to be replaced, it cost me $150 plus tax to replace it and it's a refurbished phone. When asked what happened to replacing with a new, they told me the policy has changed, but I should feel at ease because they do more in depth testing on their products than Verizon does so no worries on getting a used phone.

I have never been able to get the service promised and expected from anyone on any of the contracts I have purchased. I am always told the problem is not covered. Today I went in re an extended warranty. Was assured on the telephone the warranty was in effect and all I had to do was bring the item in to the store. Did what was asked of me. Got to store and was told, "Sorry, not covered." The bad thing about the Geek Squad is they let you know they don't give a care about your problem. Will never purchase from Best Buy again and will discourage friends from purchasing from, at least, the store at the Highlands in Triadelphia, West Virginia. Most of the sales people are more interested in conversing among themselves than helping customers.

I bought an HP laptop for my nephew for his birthday. 18 months after purchase the battery went bad and the headphone jack stopped working. Sent it through the Best Buy we bought it from to Geek Squad and they gave me an estimate of over $400 to fix both problems. I then asked for the estimate to replace the battery and they quoted a price of $250 for that. I told them no to both repairs. I looked online and the price of a replacement battery ranged from $19 to $39. With that kind of ridiculous markup, I will never buy from Best Buy or use Geek Squad ever again.

I would like to know if anyone else has had a situation where when the Geek Squad remote log in and had your computer crash both times?? This has happened to me within 1 month. The first time they claimed it was the hard drive I did not believe them. The second time they said it was the motherboard, am NOT believing them.

Purchased an LG fridge from BestBuy with Geek Squad warranty in 2012. There have been 7 service calls and 4 with Geek Squad. They have rebuilt the whole refrigerator, fridge panel, freezer panel and fans, motherboard all have been replaced. Refrigerator is still not working, icing and frosting cause fan to stop and it stops cooling... All technicians came to fix this fridge said that There is a big design flaw on this LG's largest volume French door model. Geek Squad insists on not replacing this appliance with another brand. I have the 8th technician scheduled for this week.

I just had Geek Squad at my house, and I do not understand all of the negative reviews online. I have had nothing but great experiences with them. I bought my plasma 43" TV from Best Buy a year and a half ago, and am extremely relieved I opted in on the protection plan. My main board on my TV went out, Geek Squad came out, diagnosed it, ordered the part, and will be back right after it arrives here to put in the new main board. I paid $70 a year and a half ago for this protection plan, and it just more than paid for itself. My TV is no longer under manufacture warranty, so I would have had to pay $100 for a new main board from Amazon, plus pay for someone to fix it for me, if I had even known how to diagnose it in the first place. Plus, I did not have to try and lug my plasma TV into Best Buy, they came to my house! This warranty was money well spent!

Last September I purchased a new Samsung GS4 for my daughter. I was going to go with the sprint insurance, about $8 a month, covers lost, stolen or broken phones. However, I was persuaded by the Best buy salesperson to go with the Geeksquad blacktie protection. I was told that though it was more per month than the sprint protection, and it didn't cover lost or stolen devices like the sprint plan, their plan carried no deductible. Seeing I was purchasing the phone for my 14 year old daughter, I decided to go for this plan instead. About a week ago my Daughter dropped her phone. It didn't break or crack the screen. It does however have a couple big green lines that go vertically up and down the screen. The colors are also slightly distorted now. We proceeded to take the phone into Best buy a couple days ago. We were told that they were changing their whole computer system, and didn't have access to any geeksquad insurance information. We were told to try back in a few days.

I had a horrible experience with Best Buy in Gaithersburg MD. I went to the Geek Squad to have them handle my external hard drive. I spoke to a wonderful and friendly woman named Roxanna who broke down the pricing for me and looked at my hard drive. She told us that it was 150 dollars for service and then for sending it to the factory. I spoke to someone before I brought it back to be sent out and they repeated what she said: 150 in the store, data recovery pricing it. She also said 100 would be applied to the price.

So I guess this is just to confirm their horrendous service. I bought a geeksquad protection for the first time. My laptop hinge came off like few months after I bought it, so GeekSquad said they would fix it. I should have just spend $100 to another computer repair shop somewhere to fix and I probably can get in back in 5 business days. It's been 3 weeks and they said the parts have not even come yet and no new ETA update. I called and got the ** attitude I ever (he mumbled his name, I wish I could hear it more clearly). So I hope I get to see my $1000 laptop at some point this year.

Well, my situation seems like most here. I purchased two mobile phones from Best Buy and got the Geek Squad protection because they bragged how they don't replace with refurbs like my cell company would and it would be a no hassle exchange if I dropped it accidentally. Well...like those before me, I accidentally dropped my phone and went in. The manager stated that it was no problem, just go to the desk and exchange it. Now when I purchased this plan, I was told a new phone and an easy exchange. Now it's 150.00 and a refurb. I could have just stayed with my cell protection and got that. So remember all. You will have to pay 150.00 or more and it will take 3-5 days before you even get the refurbished phone in your hands. NO NEW PHONE! YOU WILL PAY!! Ask questions.

Last year I purchased a washer and dryer combo from Best Buy for 1500 dollars, and paid an additional 350 dollars for an extended warranty programs. This July the drain pump on the washer broke and at that time I was not worried about repairing the unit because I had the warranty. The third party service came to my home, assessed the problem and order the replacement part. Two weeks later I contacted Geek Squad because no one had contacted me. They explain the part was back ordered and would be another week. Okay, two weeks later no part.

I purchased GEEK Squad protection for $9.99 for my daughter's new Iphone. I asked specifically if the protection covered cracked screens since this is very common for the Iphones. They assured me the protection plan covered cracked screens. They said this plan covers everything even if I smashed it to pieces! Well 5 months into our contract my daughter dropped her phone and the screen cracked. When I took it into the store they said I had to file a claim and it'll cost $169.00!!! What a boatload of crap. They're big cheats! I won't deal with Best Buy ever again!

I have a 32" Insignia TV that started losing the display after about 4-6 hours of operation. The audio was still working. It was not all the time so it is intermittent. I called and spoke with them and still had about 3 weeks left on the warranty so I took it in. They do not work on TVs at the location but say they have to confirm the problem then send it off. I explained it to the fellow but when I looked at the receipt he gave me, I do not think he had a grasp on the problem so I explained it to him again, with no modification to the work order. I took it in Thursday afternoon and they called me Saturday morning and said there was no reason to send it in since they did not see the problem. I would think it should have been tested for a longer period, meaning leave it turned on while you are doing other things. Basically they call you a liar and do not honor the warranty. I think this practice has got to be unwise as a store needs repeat business and I personally will no longer do business with Best Buy and will discourage everyone I come in contact with to go anywhere else.

In March of 2013 I purchased two Chrome laptops. I also purchased two protection plans at $50 a piece. In March 2014, I received an e-mail reminding me to re-new my protection plan. I went into best buy to re-new my plan and was told that I needed to respond to the e-mail and I would be able to pay in that manner. I tried it and the link didn't work, so I then called the store. The person that I spoke to said to call the geek squad and they would take the payment online. At this point I only had one day to re-new so when they told me that the renewal plan was $130.00 I was shocked because I was only renewing one plan for what was supposed to be $50. The laptop that I purchased had been repaired at this point three times, the last time it broke all I did was open it and the screen cracked, it was unable to be repaired.

I had a membership for accidental protection on my MacBook Air with Geek Squad. I was aware that my plan expired in August but was waiting for an email from them, that was supposed to be sent out near the date of expiration with an access code to renew my membership. I never received any type of notification and then upon checking the spam folder (also known as the junk mail folder) on my email. I saw one lonely email from Geek Squad saying that my membership had already expired. I called their customer service and was meet with people who seem to have never used email. Since neither of these people cared to acknowledge that the average person doesn't regularly if ever check their spam mail. Not only this but I didn't receive an initial email like I should have saying that the membership was going to soon expire, the only email I received was stating that it was already too late and it had expired.

Best Buy recommended their most expensive router (178.00) for my new home and said I needed to have Geek Squad install it as the router is difficult to configure. Geek Squad comes to my home and tells me to take the router that was recommend by Best Buy back to the store. Geek Squad proceeds to install 2 Apple Air routers at a cost of $99 each. Geek Squad is at my house for 10 minutes as all they did was to plug in the Apple router and name the network and password. Geek Squad charges me an additional $50 for the second router install! Best Buy only gives me store credit for the return modem.

In February 2014 I bought a Toshiba Satellite C55 laptop from Best Buy in Lynchburg, VA. In June 2014, four months after purchase, it appeared that the hard drive crashed so I took it back to Best Buy. Since it is, of course, still under manufacturer's warranty, they ship it off & it comes back with a new hard drive. One month later & I'm back at Best Buy because my computer has crashed again & this time I give them the Toshiba error code that came up - 0xc0000185 - "a required device isn't connected or can't be accessed." The Squad member notes this on the paperwork & writes to check the connections & motherboard. I go to pick my computer back up & what have they done – replaced the hard drive. I'm no expert, but I'm thinking if 2 hard drives fail in a computer that's now 6 months old, the problem isn't the hard drive.

When my daughter bought a laptop in 2010 they offered 1-year free anti-virus, but I said NO - because I did not want to give them my credit card number. The salesperson assured me over and over that it would not automatically be renewed, so against my better judgement I relented. But sure enough, after the first year I got charged forty-some dollars... so I called and reversed the charge and cancelled the anti-virus... but guess what? Here is 2014 the charge showed up again!!! So after waiting on hold for 30 minutes I finally talked to someone at Best Buy/Geek Squad who says the charges will be reversed in 1 to 2 billing cycles and that they will (again) cancel my anti-virus subscription.

I took my computer in to be fixed. I told them I wanted everything fix on this laptop. They said they would check it and let me know how much. When I gave permission to fix it they called me and said it was there after 2 weeks. I went to pick it up, it wasn't there. Of course this was after I approved the repair three times because they kept saying I had never approved them. Needless to say I wasn't happy. I go home, wait another week, get called and said it was fixed. I picked it up and brought it home, turn it on. Now it will not load past the white loading screen.

My screen on my Mac is broken and will not work if I am not putting pressure on the top of the screen pushing one side and pulling the other. I sent it out to Geek Squad to fix it amongst other problems such as the headphone jack being broken and the speakers on one side not working. Geek Squad sent it back saying all the problems were fixed. Nothing was fixed, the headphone jack was still broken, the speakers still didn't work, and the screen is worse than ever. Clearly the incompetent people at Geek Squad opened the computer, held it for 2 weeks, then sent it back saying everything was fixed. I could not be more angry with the level of incompetence that I have dealt with at Geek Squad. I will not be coming back, that's for sure.

New computer users. Bought at Best Buy. Was talked into Geek Squad as we are new to the computer world. Took computer once - they couldn't hook up to their system. Sent home - no solution to the problem. Daughter came over, fixed it for us in about 15 min. We cancelled Geek Squad. They continued taking payments out of the account.

Purchased iPhone 5s from Best Buy for my husband. Usually carry insurance with Verizon on my smartphones, but was told the Best Buy Geek Squad Protection Plan is much better. Asked if anything happened to the iPhone would we be able to get a new one or refurbished one and was told a new one. Well husband totally destroyed his iPhone and it was in the rain so the phone started smoking. Took the iPhone in to get a replacement - iPhone claim was started. Paid the $149.99 and was told that we should have a replacement in about 3-5 business days. This was on a Friday. Now 8 days later still no replacement iPhone and when I call to check I'm told it can take up to 14 days. I opted to not take a temporary phone because I was told I would have my husband’s iPhone back by the next week. If and when I get the replacement iPhone I am going to go back to Verizon insurance plan because I would have already had a replacement iPhone.

I am writing this e-mail to express my extreme displeasure with my recent purchase. Inquiring about a new cellular phone service, my wife, daughter and myself spent well over an hour and a half in the store, going through credit checks, plans, etc. After which, we finally made a selection and went ahead with the purchase. After this was all taken care of, the salesperson offered me insurance, for an additional $10 per line per month. I asked what the insurance covers, and I was told, and I quote, "You can basically smash the phone into small pieces and we'll send it out and get it fixed, simple as that." I purchased the insurance as a result. Foolish me.

I received a trial subscription from Best Buy for Webroot SecureAnywhere and liked the software so I decided to renew. The problems started today. My Webroot expired and yet Geek Squad has told me many times that it is still active even though I have told them many times it has expired. I called Webroot and they told me it has expired (I already knew that because it does not work) and they can do nothing because it was purchased from Best Buy. I have been trying to resolve this issue with Geek Squad from 7 A.M. - 4:30 P.M. without results. Webroot recommended I buy directly from them and they could fix any problems that arose. I learned a lesson today. Do not buy any security software from Best Buy. It is not worth the risk and aggravation.

I recently took a laptop which was still under warranty to Best Buy, to their Geek Squad, to have a malfunctioning keyboard replaced under warranty. The laptop was shipped to a central location in Kentucky by the store. I got an email asking me to contact them there, and when I did I was told the tech had found extensive liquid damage to the motherboard, battery, memory, keyboard and throughout the laptop. I was given a repair estimate which was more than 20% above the initial purchase price of the device and asked to authorize the repair. I became angry, as I saw where this was headed straight away. I asked what the estimate was for replacing only the keyboard and was told that was not listed.

I purchased an iPhone 5C in December of 2013 from the Best Buy store in Newark, DE. The iPhone that I was replacing had a cracked screen. The saleslady was really nice and helpful. She informed me that it would be best to go with the Best Buy insurance for $9.99 instead of the AT&T insurance because if I cracked my screen again they would replace it for free. No questions asked. Last Saturday, I cracked my screen and walked into a close by Best Buy store to get a replacement. The Geek Squad rep nicely told me that I was Not eligible for free replacement phone with my insurance and I would need to pay $149.99 to get a replacement. I told him this was incorrect because I purchased the free replacement insurance from the saleslady last year. He told me that Best Buy got rid of the free replacement insurance in October 2013. And that the saleslady was probably aware but she just wanted to get the sale.

We purchased a laptop from the Bay Shore, NY Best Buy store over a year ago. The first computer crapped out in about 35 days. After a big fight they took it back but we had to pay more money. So we get the new one. A little over a year goes by and it gets a virus or something. It wasn't working. I called the Geek Squad and asked about their services. They said it could be up to $200 to fix. I asked if it only took 30 minutes how much. They said about $60. Seemed fair.

I have been in contact with Geek Squad several times now. From dropped calls, incorrect connections, ignorance, and incompetence, I have seen the best of the worst of Geek Squad and their meek attempt to retain customers. After reviewing my profile and case number, I am still bombarded with questions they can clearly see in their profile. Next they proceed to not be able to answer questions about their own service like, say if I were to reactivate an accidental protection program, if it has the same account number. They proceed to put me through the grapevine of calls, holds, and incompetent people and transfers until I reach someone that tells me I must have the store call on their behalf. After nearly 6 calls and over 200 minutes on the phone with some 10 plus "Agents," I still have not been able to simply "Cancel my account" and get a refund.

I have the black tie protection plan on my phone, which I pay 15$ a month for and it allows me to send my phone in and get a new one anytime my is broken. Well my battery on my iPhone was only lasting for about 3 hours a day after being on the charger all night. So I took it in and they said since they can't see a problem then there is nothing they could do about it. There is nothing in the terms and conditions that says they have to be able to find a problem but needless to say Best Buy has the worst customer service, and the Geek Squad knows absolutely nothing about phones...

I had wireless connection failure. I bought a new WiFi card from another company and installed it myself. It worked for one day and quit connecting. I also had issues when typing emails. The cursor continually jumps around the screen while typing and is quite infuriating. We have been connecting with a T-5 cable while the wireless connection was out and I requested them to repair the plug. We went into the store with our computer and explained the issues which I knew were all hardware problems. The salesman asked if we would like to purchase a repair plan for $269.00. I asked what will it cost to just fix my current issues and the salesman said $200.00 but if you buy the plan it covers 3 computers for 2 years.

After carrying the protection plan for a few months, I had called to request canceling the monthly renewal back in Jan. 2013 and was verbally told it would be cancelled. Despite that - my card has continued to be charged for the last 18 months!!! I called again in June 2014, to again insist on canceling and to insist this time getting confirmation in writing. They gave me a reference number (since they cannot send out an email confirmation) - it should be cancelled now. However, they deny there was any previous request received and refuse to refund prior payments.

I recently purchased an IPhone 5s from BestBuy. I usually go with my carriers (Sprint) total protection package for 13 dollars month, which is no big deal. During the purchase of my phone, the representative told about how much better it would be for me to go with their plan versus sprint. Long story short, my phone was stolen and when I went to Best buy for the replacement phone they said there was nothing they could and if I wanted a new phone I would have to pay the full retail price (700$). I think this is absurd due to the fact I was persuaded to go with the protection plan for the 2.00$ difference. Sorry I would rather pay 13 dollars as opposed to 11 dollars any day for REAL total phone protection.

I accidentally cracked the LCD on my laptop screen, took it in for repair under warranty. So they shipped it out to California to get screen fixed, then returned it to me... with a broken screen bezel and malfunctioning power button causing the screen to randomly black out, and the computer to be very difficult to turn on. So I took it back again, they shipped it clear to the other side of the country this time, and shipped it back. This time, the hard disk was going bad (or so they said) causing the computer to randomly freeze up. Shipped it out again, returned it. It's STILL having freezing problems and I don't want to take it back to them again because I am so SICK of them not getting the problem solved, sending it back with MORE problems, and on top of that constantly having to SHIP it across the freaking country instead of doing repairs in-house so that once the repair is done, I can actually pick it up immediately and not have to WAIT for it to get shipped back!

We purchased 2 iPhones in December of 2013. We specifically asked if the extra insurance on the phones would cover cracked screens. We were told YES! We purchased the extra insurance on BOTH phones for $189.19 EACH. Now as I am trying to get one phone replaced due to a cracked screen I am being told that it is covered, but it will cost $149.00 to do it. WHAT?!?! THAT IS NOT WHAT WE WERE TOLD. I called the 1-800-Geek Squad number and got NOWHERE with them. They said that we signed an agreement to this but they couldn't give me a copy because it was electronic when we signed it?! Now I am filing a grievance against the store for LYING TO US and I will be on the sidewalk with a sign telling people that BEST BUY STEALS FROM THEIR CUSTOMERS!! DON'T TRUST BEST BUY AND DON'T EVER TRUST THE GEEKS!!!

I took my computer to get it cleaned out because it was running slow. They said they can. Called me three days later to pick up. When I arrive the power button was broken. He took it in the back, said it nothing they can do. This is a lemon, only had it 1 year.

I had purchased extended warranty for my over the range Bosch microwave. There were 2 problems associated with this microwave. Problem #1: the frame that cover the air vent was broken. #2: The frame that cover the microwave door kept cracking several times. This last time happened over two months ago and I called to Geek Squad to report the problem for repairs. The rep sounds very helpful but after several weeks gone by the problem was not taken care of, and the part was not ordered. (Just for your info, whenever I purchased an item from Best Buy, I also purchased a warranty along with it). I had to call the Best Buy Part search to order the part. The part was ordered and was shipped to me but in wrong color. My microwave is white, but the part sent to me was in Silver. When I called Partsearch, they wanted me to purchase the part and get reimbursement from Best Buy. I called Geek Squad again, to tell them the problem after hours of attempt on the phone to talk to rep in Philippines and the issue was escalated to Special Forces for resolution. The name sounds good, but so far the system did not show any report.

My wife and I went to the local Best Buy to inquire about replacing wife's cellphone that had a cracked screen last week. Since I purchased an insurance plan through Best Buy, the Geek informed me that doing so would be no problem. Replacement was ordered and 3 work days later, I received an email showing replacement phone was delivered to Best Buy at 9:00am. Since I was told to come back 3 days later and received the email saying the phone was delivered, I went to the Best Buy store at 2:00pm. I was told by the Geek that the phone had not arrived yet. I happened to meet the person in charge of the storage room who told me the phone probably was not logged into the system. I asked him to please check. He told me to come back that evening, but I explained it had already been some 5 hours since the phone was delivered, I could not come back that evening and asked that he have somebody find it and get it to the Geek. Just about then the same Geek came over and told me the phone was located in the Geek area. The Geek then changed the battery from the old to the new phone and more or less said I was to take care of the data transfer.

I purchased a Toshiba satellite laptop in late Nov 2013, motherboard quit working in early June 2014. Made appt to see Geek Squad, staff were quick and helpful but do not do onsite repairs. I was offered the "opportunity" to recover my hard drive data for $100 (I declined) and told I will get back new or repaired laptop on July 7. No loaner programs, Nada. Basically, you drop off broken device at their store and they ship it back to manufacturer. Pretty standard but lousy deal.

Never should have renewed my contract. 2nd computer brought in and was told later never needed a new hard drive. Just brought in a notebook and was told needs RAM, only 9 months old. Only problem was with internet connection. Only needed to function F2 that son hit accidentally. Every time I go there they try to sell me something. It's the 2nd time they've been wrong.

I have been with the Geek squad since 2008 and I have trust and never have any problem with them before until now. I received a call from them that my protection plan will be expired soon so I call on the phone to renew my plan. Dealing with that, I was given a confirmation number of my purchase. The next thing happen I come to store, my computer had a problem, and the guy I talk to at Geek squad said my plan is expired. I give him the confirmation number and show him my bank statement of when they deducted the money from my account. The guy left me and come back saying that the girl who I talk to put my money on someone else's account, but I have to come back.

I went in the store to drop my iPhone 5s to Geek Squad because I have insurance and the phone was dropped and became unusable. They said that color phone was on back order and I was not allowed to change color of phone - had to wait for back order to come in. It could take more than 30 days for that I was told. They would let me pick a new phone if 2 weeks passed and my phone was not in. Ok, that’s good. Wait the manager says NO. It’s a month before they will do that! Really. No phone for a month. Great Protection Plan!!

I have purchased the protection plan with 2 phones that I've gotten from Best Buy. The first time I had problems with my phone working and they gave me a refurbished one that worked fine for awhile. When I had problems again, I went back to get a different phone. I figured if I'm paying for the plan I might as well use it! That time they said it had expired which I was unaware of. I was frustrated that I was not informed of any expiration on the plan. Today I called Geek Squad and spoke with someone about my plan for the 2nd phone which they said was expired!! I asked why I had never received any notification of this and they said it was for not updating the card that I had set up for automatic payments.

I purchased my phone at Best Buy November 2015. I was also given the spiel about how wonderful the accidental damage protection plan was and how it covered things that the Apple plan did not cover. I WAS NOT informed however that there was a $150 deductible that had just been implemented with Best Buy's plans on September 1st (two months before I bought my phone). I was never given a hard copy of the terms and conditions. I signed a small pen pad that I am assuming had it written in fine print somewhere... I don't know. Imagine my surprise when I dropped my phone and shattered the screen, and I called Geek Squad only to find that I would have to pay $150 to have them repair my phone! Hang on... I thought that was the entire reason I was paying $10 a month? Why would they ask for a deductible? Where was this when I was buying the plan? I feel robbed. I was told the exact opposite by the sales representative.

I have been having trouble with them since all the way back to last Sept. I am now on a 3rd laptop that there is a problem with and one person saying one thing and another something else. I will give you two forms of recourse... Write out a detailed account of what happened, so you don't lose track of the ins and outs which can become unbelievably cumbersome. Call Best Buy's Corporate Offices and tell them what has happened (tell them you will email them the whole situation) and see what they offer you as recourse. If it does not work, contact your local Attorney General's Office and ask to speak with Consumer Affairs. Fill out a form which details what has happened and let them remonstrate for you. You can also consider going to small claims court. Know this. You are far from alone with the Best Buy/Geek Squad incompetence mess. In fact, far from it.

I purchased my phone at Best Buy on Sept 6th. I was also given the spiel about how wonderful the accidental damage protection plan was and how it covered things that the Apple plan did not cover. I WAS NOT informed however, that there was a $150 deductible that had just been implemented with Best Buy's plans on September 1st (5 days before I purchased my phone). I was never given a hard copy of the terms and conditions. I signed a small pen pad that I am assuming had it written in fine print somewhere... I don't know. Imagine my surprise when I dropped my phone and shattered the screen, and I called Geek Squad only to find that I would have to pay $150 to have them repair my phone! Hang on... I thought that was the entire reason I was paying $10 a month? Why would they ask for a deductible? Where was this when I was buying the plan? I feel robbed.

On March 31 I took my Dell desktop computer into my local Best Buy Geek Squad because my monitor would shut down after working for about 30 min. I was told if I bought the $199.99 Geek Squad Tech Support membership it would cover the cost of the repair and cover two other electronic devices. I purchased the membership and left my desktop. A week later I was informed that my computer was repaired. Picked it up, brought it home and reconnected it. Thirty minutes later, my monitor went out. I called Geek Squad for tech support. I was told I needed a new monitor.

I purchased four appliances from Best Buy on Outer Loop in Louisville, KY just under two years ago. Also paid extra for a 2-year extended warranty with Geek Squad. My water maker quit working but still made ice. Over the phone, the man stated he thought he knew what the problem was, ordered a part and set appointment for repairman to come to my home. After replacing the part still, no water; was told I just needed a new water filter(?). Went and bought a new water filter but no changes but now I have no ice or water?

In March 2014, I sent my Canon T3i camera in for its yearly cleaning as covered by my Geek Squad warranty. They advised me that camera would be ready April 8th, 2014. However it was ready early on March 31st. When I picked it up, I discovered the battery was missing. At first, they said I should not have sent it in with the battery but then said that they would replace it. The agent ordered the battery for me and said without hesitation that I would have it in my home by April 3rd, 2014. On that date I found that I would not receive it for at least another week, which was unacceptable.

I have had the Geek Squad protection plan on my cell phone from 2011 until Feb 26 2014. I was quite surprised when I got billed $9.99 on March 31st 2014. Right away I called their customer service number listed on their website. I sat on hold for 23 minutes before anybody picked up. I explain my situation and the guy told me he didn't know why my plan didn't get cancelled the first time I called but he would be happy to cancel it today. Fine. I get a confirmation number of the cancellation - not that it did any good when I got one on 2/26. I then ask the guy to refund my $9.99 because I shouldn't have to pay for a mistake that they made on their end. He told me he had to mail paperwork in to get me my refund. Uh, excuse me? I then asked to speak to a manager. I sat on hold another 10 minutes before the manager gets on the line. I explain my situation again, for what feels like the umpteenth time. Wait, let me back up quick.

We purchased a $500 (on sale) Pioneer receiver for our TV from Best Buy. My husband worked for hours, following all the instructions for installation and not only is the sound messed up, it has messed up our picture as well. We called Best Buy to have their tech come out and install it for us, thinking we are doing it wrong. They would be happy to do that for $200!!!!! Oh, before taxes. Seriously? That's nearly half of what we paid for the darn receiver! This is the biggest rip off I have ever heard of. I can understand even a $50 charge, but $199.99 plus tax is an insult to our intelligence. I will never buy anything else from them.

Geek Squad is a waste of money. I bought GS because I wanted to buy American. I had used iYogi before. The only time I needed to use it was to rearrange my new computer. I had transferred all my files on to new computer because GS won't touch a machine they deem to be on its way out. The worst cock up was the Windows Live mail. They were clueless at the store. I asked them to find me someone within the company that had the knowledge. Of course I never heard from them again. I even have an email where they promised to call me to sort out the problem. You guessed it... They didn't. In order for Best Buy to continue to compete, they will need to offer more services. Thereby adding value and causing more people to visit their huge, expensive stores. Next time I will be more vigilant and read the reviews before buying. Beware the review websites... They are merely affiliates. Good bye Best Buy. I will now not even buy an electronic product from your store. Like many, I will buy online. If you hold shares in this company, I would dump them. They will go just like Barnes and Noble, etc.

Bought Samsung 55" smart TV. Well, I've been told by 4-5 Geek Squad techs that the voice command, hand signals, use TV screen for computer is not to be used, it messes up remote control, computer, they don't work. They half baked set up the computer to the tv & they screwed up. I've been able to use the tv screen one time. These guys are useless. They should find jobs where they don't have to think. So now I'm in the middle. Best Buy doesn't seem to have anyone in Geek Squad that is competent. I have no idea what to do now. Samsung is giving us a run around. They say it's Best Buy's problem, oh well.

When I bought my MacBook Air I bought a two year protection plan at the recommendation of the Best Buy sales rep. I am within the time limits of my protection plan. My battery is not holding a charge. I took the computer the Geek Squad counter for a battery replacement. I was told to backup my files and return the computer to the store and the replacement would take two to four weeks. I use my computer every day and can not be without it for up to four weeks for a battery replacement. How hard can that be? Why can't Geek Squad order the battery and when it arrives, I can schedule an appointment to go to the store and have it installed? The service rep was less than helpful.

Sent my laptop into the Geek Squad to replace the LCD. They sent it to Kentucky for quote. I was a bit surprised by the minimum 2-hour labor charge ($150). Especially for a 10 minute job. I was A LOT surprised by the $330 quote for the glass. Really! I refused the quote and had them send it back. It arrived missing 2 of 4 screws in the LCD bezel. I ordered the LCD online for $59. It took me just about 10 min to replace it myself. I have to recommend avoiding the Geek Squad based on that.

Purchased iPad Mini for my daughter... One week later, screen cracks and the additional warranty I purchased will only replace with a refurbished replacement even though I was sold the warranty being told if the screen cracked they would repair in the store. Replacement comes in and does not even have the Apple logo on the back... It is freezing... enlarging without control... Siri is going crazy all on her own. And this is exactly what I imagined a refurbished one would be like... but according to the store manager, Apple and Best Buy have a contract stating they will not repair Apple products.

Five month ago, Geek Squad began taking money from my bank account without my permission. I contacted Geek Squad directly, shared my concern and they shared they will get back to me via email after they investigate. I received an email sharing that they would discontinue my account, as I requested, and refund two of the six payments from my account. Geek Squad was unwilling to share who, what or how I accessed their services. They said they looked into the matter again and came back with a statement that I was fortunate to get back what I did. I am in the process of working with my bank regarding fraud against Geek Squad. They still owe me $80. Shame on you Geek Squad. At least you could have presented me with detail of how the account was established and the who, what and where. I am not going away until I am fully refunded!

I have always believed that if I spent $1,000, or anywhere near that for a major purchase, that the store, or the manufacturer, would stand by what they had sold me. Considering what I have been through these past six months with Best Buy and Samsung I guess this is no longer the case. Both companies have informed me that there is absolutely nothing that can be done for my new PC as far as a refund or even exchange, and this PC is not yet even six months old. Best Buy, and their grossly incompetent Geek Squad, will do nothing, and Samsung claims that they are only responsible for parts and labor. After multiple times speaking with the Dominican Republic and the Philippines, I am still back where I started. Best Buy's No Lemon Policy simply does not exist. Beware buying anything from Best Buy or Samsung! I know I never will again. Below is the timeline should you be interested:

I have had a phone with the Geek Squad protection plan for years and found it to be a great deal. After purchasing a second phone and adding a line to my account, I purchased a new phone at best buy and asked for the same geek squad protection plan. At that time, the sales associate said no problem and everything seemed fine. Several months later, the phone was broken. So I went to the store to get it fixed and was informed it will cost $150 for the repair.

When I purchased my laptop computer, I purchased the 1 year warranty as well. This warranty was suppose to cover any type of damage to my computer would be repaired. My screen was busted to my Vaio Laptop. I sent it in for repair and 3 weeks later, I get a call stating that I needed to come in and get a replacement for my computer that it would be too costly to repair. I said, "Now, what does that mean?" They said I would get a new computer. So I go into the store to get my new Vaio computer and they said they didn't carry that computer anymore and they wanted to give me a computer that was not good as my Vaio.

I had a horrible experience with the Geek Squad protection plan for my new iPhone 5s. I went to a Best Buy at Christmas time to purchase a new cell phone and start a new plan because my 2-year term was up on my old plan. Best Buy sold me on the Geek Squad protection plan, claiming that it was EXACTLY the same and carried the same coverage as the standard insurance plans at the cell phone carriers. They even sold me on the fact that the Geek Squad was the only company that could repair a broken iPhone screen without voiding the manufacturer's warranty on your iPhone. SOLD! $10 a month not bad for that extra benefit... so I thought.

From a single purchase of software that was faulty I relied on the store to help restore two damaged computers that were damaged by software from them. Its 3 mo later and 700 dollars spent trusting their expertise only to be lied to multiple times. Promises were made and broken, lies were told, corporate couldn't even keep their word to follow up on the situations, they couldn't even install a new running program properly, they have given my new hard drive multiple tune ups that were not helping and continued to do tune ups without my permission, my tech insurance is useless with these people... They can't and won't do anything to help you. They are clueless on 75 percent of the matters. The Geek Squad throws out careless remarks that are inaccurate and lies have been repeatedly told to cover up their mistakes.