Geek Squad Reviews

I checked out Geek Squad online to ask about the cost to resolve a camera issue. The chat agent advised they could diagnose my problem remotely. I advised that I had a Pixelbook Go laptop and was quoted $39.99 to detect the problem. I paid and was sent a link to allow remote access but the rep couldn't access my laptop. After a few attempts I again advised that I had a Chromebook and was told they can't access them. What?! I said what I had in the beginning. The agent then said call customer service for a refund. Here's where it gets good.....And by good, I mean worse.

Geek Squad warranty active and called to get screen protector replaced. They said it takes 5 days and they keep the phone!?! This business should be avoided- unacceptable timeline for a 5 minute repair.

It's been from August 7 to August 18 and I still haven't received a replacement phone. I get pure ** of excuses and, "Wait for another day for your phone to arrive," and no phone. It's frustrating. No one can tell me why my phone has not been delivered by the carrier.

They held on to my laptop for a week but did absolutely nothing to even try to fix it. They claim they tried to call me to discuss it then after researching the issue found they had not called me after all.

We sent my son's Alienware to add a secondary hard drive, one for school stuff, other as he play games, This was written on intake, told the lady she can verify herself nothing's wrong. She was like it’s all good, took in, on phone we were told 40. When we got there they charged more, no explanation, just ignored that, anyway Y Sunday we get a call from a tech, we asked is it ready to be picked up, he goes, "No, we can’t reboot it," I’m like, "What? Don’t tell me you all screwed up a simple add on," he went on to sugar coat, added more cost. I’m like, "No, nothing was wrong with it. Fix your issues," silence for a few. He tried same story, I’m like, "Fix the ** thing. You all broke it so fix it, let me speak to your supervisor," then he hung up, note you call and a national call center picks up, so I have to go through the same thing.

Paying Geek Squad insurance is useless if you ever need it. They`ll send you broken used cell phones and will charge you saying the damage was your fault. Also customer service is horrendous. Run away!!!

I purchased to warranty plan for my Samsung phone. I expected to be able to go to Best Buy or call and bring in the phone and come out with a new one as specified when I got the plan. Unfortunately, I could not do it in store. I had to do everything over the phone which they told me would take 10 days for a new phone or give them a deposit of over $1000 plus 225 for the replacement. This is a terrible program. I wish I had never signed up for it. Completely not worth it in the end as I have paid monthly for over a year now. I don't recommend Geek Squad protection plan to anyone.

First of all, it took 30 days for them to come out. The tech screwed up my printer, so I called them, and I had to wait another 30 days for the guy to come back fix his mistake. The day he was supposed to come out. I was called to say he couldn’t come out and they wanted me to wait another 30 days so I told them to screw off. So to recap, I would’ve been waiting 90 days for them to hook up my printer, which is all I asked them to do. Definitely do yourself a favor and look somewhere else.

I purchased a new laptop in June, along with the Geek Squad add on for extra help. Not going to detail the slow service at the store (Reno, NV), or even getting anyone to answer the phone for an appointment to transfer data from my old one to the new one (ended up doing it myself) Now, I find that calling the 24/7 support line for an unrelated issue, I was on hold for 20 minutes, and when it finally rang through, there was just silence. I kept saying "hello" for about 5 more minutes with no reply, but the line was active. Patient, I hung up and called back. This time, holding for 22 minutes, when it rang through, same thing, but this time someone ended the call.

I would prefer to give them less than 1 star if possible but it's not.

I brought my computer in to be fixed, left it with them. They fixed it. However when I was reading one of my Kindle books, I noticed my page moving up by itself as though someone else was reading it. I am thinking the IT guy got my computer info and hack Into it. I don’t recall my computer ever doing that before… I really do not trust GeekSquad! Disconnected my computer from the internet for weeks at a time.

It took them months to complete the job, many different techs and recently I had a simple issue with a TV they installed. They sent out a tech that only works on computers then a guy that said I needed to do a lot of work and in the end I called DirecTV and we paired the remote. In about 5 min it was fixed. I will never use them again.

The lady I was conferring with went back and forth to explain what was explained to her from someone else in the back to me. It was clearly evident she was not aware of anything she was doing at all..

Don’t go into retail store without an appointment! No appointment no assistance! Two days in a row at Apple Valley MN location. Nathan the manager was most unhelpful, and nonempathetic. Was in the store the prior day for cell phone assistance, and it was a very disjointed experience. Asked about pc help moving files and they said, sure, just bring it. I said I could do tomorrow! They said fine. No offer of making an appointment. Went in and manager at Geek Squad would not allow me to receive assistance based on staffing, etc., and stated this was an ongoing problem for customers.

I purchased a computer at Best Buy at the advice of Geek Squad. They could not set up the computer and advised I contact Geek Squad online. The agent I spoke with did not speak English well and sound like he was in the middle of a party. He could not even tell me how to turn the computer on - subsequently I found out that the power cord purchased with the computer was not operational. I returned to Best Buy - the agent told me they could not replace the power cord - a manager intervened and ordered one for me. Then I was told that they could not set up my computer in store and I would have to have an in-house visit for an additional $99.

I paid for full service support. They look for anything to charge you for on top of incorrect installs they claim is not their priority or anything they can do anything about. On top of that he was RUDE on the phone when I asked, "So is this what you call full service that I paid a lot of money for?" He snickered and said, "Yep sure is" and hung up on me.

After paying for a TotalTech Service, using the service was frustrating and disappointing. After picking up computer for repair, the primary issue not fixed. I spent 6 hours+ from Chat & Remote Session. 4 Agents later and several Chats initiated, unwanted app still not UNinstalled as requested. Rushed online repair session. Response from Agent was contrite and contrary to Recap provided. Clearly stated in Chat to UNinstall one app. Each time an “optimizing” process was done but “renewed” app instead of UNdeleting it. Response time was excellent and the assessing agent that set up remote sessions for a Tier 3 tech was timely but instructions were either not communicated to Tech or was ignored.

Let me start by saying I have been a loyal Geek Squad customer for nearly 20 years but the current people I had to deal with bear no resemblance to the company I knew in the past. They answer the phone and are clearly non native English speakers. They are hard to understand but that's not the issue. First they ask you for a good phone number so they can call you back in case the call drops. Then I spoke to a gentleman who asked to put me on hold a number of times while he was trying to set up my appointment. He was about to do it for the 4th time so I asked him why does it take so long to set up the appointment? It was a legit question and I wasn't rude. He hung up on me.

I am a Totaltech Member who recently moved and needed to have TV Mounts installed. On 6/8 I called supervisor and he said a Tech would be here 11am. No call and no show. When I let them know they said I had to reschedule and the soonest they could get to me was 6/15. Why do I need to wait so long if your side screws up. You call and escalate the situation, speak to those with very heavy accents and they do nothing for you. I even had a manager tell me he could not give me the address to the corporate HQ's so I could make a formal complaint. Of course on this review I will get some sort of apology but nothing significant will change. TERRIBLE CUSTOMER SERVICE. DO NOT RECOMMEND.

Rude and unhelpful—don’t waste your money with this service—called them to get help installing the drivers on my new printer and talked with an agent who refused to speak up so I could understand him—he was extremely rude, refused to help, and hung up on me. I finally called HP tech support and received outstanding service and my problem was solved—save your money and don’t do business with Best Buy or Geek Squad—

Avoid Geek Squad online. They gave analysis and cost for wiping our Mac clean and when we made the drive to the Best Buy store, prices were nowhere near what we were quoted and the analysis was completely wrong. Avoid the Geek Squad... Save your time, money, and aggravation. We understand why they are only given 2 stars.

Received the Geek Squad protection plan and was told I could cancel it after one month. I have called Geek Squad by various forms of communication on three different occasions to cancel with no resolution. Geek Squad/Best Buy continue to bill me monthly $18.99 without my consent and ignore the fact I have cancelled this service. I will never buy from Best Buy/Geek Squad again. Deplorable service. I have taken Best Buy/Geek Squad to the Better Business Bureau and they offered me to call back and correct their error myself!

Spend half an hour of my time on the online chat with person by alias of Cecile CCM_GRA and they just kept telling me that I don't have coverage and refusing to try to be helpful. They told me I should go to their website or go in person to a store after I've injured my knee badly and cannot go in person to a store. After I explained the situation they hung up on me in the chat. Absolutely terrible experience and I can't believe how much I'm paying to subscribe to their "lack of" services. I recommend staying away from Best Buy Geek Squad if this is how they treat their customers.

I bought a $2500 tv and was sold an extra warranty for $550 and then told that for any reason if not satisfied with the tv I could exchange no questions asked but now the tv is not working and Geek Squad sent a repair guy 3 times for the same problem and in the end he said there is probably a glitch and I should ask them to exchange the tv. So now after many attempts on the phone with geek squad up to 1 hour they are giving me the runaround and no one is helping me. Never have been so frustrated with a company so please do not buy this crazy expensive extended warranty 'cause it’s a scam!

I bought my 70inch Samsung TV from Best Buy over a year ago with 5yrs geek squad protection. The TV has an audio problem and after speaking with Geek Squad associate and unsuccessful troubleshooting, I was told a tech will be sent to my house. I was given an appointment date of over a week. I explained that I have 5 kids at home and the waiting period was too long. The associate told me that was the earliest time he could get. I told him, if I have to wait that long, he should make sure everything would be set and the TV will be fixed on the appointment. If it cannot be fixed that date, the who have to replace the TV as my kids will not be able to wait again.

I returned a microwave for repair or replacement. The microwave was shipped out the next week, not the week in which I returned it. It was sent out for repair, which I was told that most of the time they were replaced. I was not notified when the microwave was sent back to the local store for pickup, until I actually went to the local store, in Alexandria, La, to see what the status was. I was told that the microwave was actually there and in the warehouse. While explaining to the Geek Squad Associate, Billy, what had transpired, he started saying I was rude to him. I was shocked that he was calling me rude, when I told him that I knew that he was not responsible for the problem. He then contacted the Assistant Store Manager, in front of me, and said that he needed to come over because I was rude.

Who should we trust??? Best Buy has been referred for a technical support program $200 dollars yearly fee to customers of this third company Geek Squad. When I call for help I have been toasting from one agent to another five agents for two hours. The last one was browsing on my computer for personal information. They even got to my home security Camera. Absolutely bad experience wasting money!

I have been a loyal Geek Squad customer for almost 15 years. Up until recently, the service was ok (not perfect). The ONLY reason I am giving this 2 stars instead of 1 is because of the satisfactory service I received up until now, and for dealing with workers who cared. But then last month, I called for service because my microphone wasn't working. A tech logged in remotely to do the repair, and after 2 hours of doing who knows what, they disappeared and sent an email to say it was fixed...but it was not. So I called back, and it happened AGAIN!

It’s a bit ridiculous that you make an appt with Geek Squad to get your cell phone battery replaced and when you get to the store for your appt they tell you they have to order the battery! So then you have to come back. That’s a ridiculous waste of time and very insensitive to the customer. You tell them what phone you have when you make the appt - so how about ordering the part if you don’t have it? The appt was made a week prior to the actual appt - so there is no excuse except policies and procedures that aren’t customer friendly.

Washer/dryer hasn’t been working for 4 months. Called numerous times. Sent a technician who didn’t fix the problem. Second visit same thing. Wasted so much time and no one wants to fix the problem. They keep saying a manager will call back and no one has called me back.