Geek Squad

On October 24 2022 I was defrauded. I took my computer to Geek Squad for repair. I had to replace all my cards so I could only pay in cash. They said to come in anytime after getting my card and I would be enrolled. Just got defrauded by someone emailing me in name of Geek Squad. Won’t enroll me saying I came back too late.

I purchased a washer and dryer that is now one year old. I have a warranty in effect for another year. I scheduled service because the washer will no longer turn on. They never showed up. I called customer service. They told me the notes say the delay is because they ordered a part. They could not order a part because no one has been here to inspect the machine to determine what is wrong. Subsequently I have had to call 7 times and I have spent 3 hours on the phone to try to get someone out here. The story keeps changing. They keep telling me someone will call me back yet no one does. They tell me the repair person will call, but can't tell me who that is or when they call. The phone operators are completely incompetent.

On Tuesday February 21, 2023 I contacted customer support at Best Buy regarding a laptop repair. Before I made an appointment and drove 45 minutes to the Port Charlotte Florida store to repair my laptop, I contacted Customer Support to make sure that there would be no issue with the repair. I had purchased the laptop on 10/20/21 and added the 24 month Geek Squad Protection Plan on my $799 laptop for $199. I was told that since my Geek Squad contract expired after 12 months that the Protection Plan was now void. I eventually spoke to Isaac, a national customer service manager who said that that was their policy. After I complained that this was really a 12 month Protection Plan that was covered by the manufacturer for 12 months he said and I quote "I don't care and you can complain all you want!". In my opinion this is a classic bait-and-switch ploy that should be against the law.

A month ago I bought a printer from BestBuy. Store customer service offered me a protection plan for all year, if happened anything to the devices as: printer, TV, tablet .. Geek Squad team going to help us or we can make an appointment someone from BestBuy team can come to fixed the problem. For better convenience we have been calling for questions Geek Squad agent.

I bought a TV at Best Buy back on 11/22/2018 with a 5 years protection plan from Geek Squad.

We bought our washing machine from Best Buy 2019, of course we got the Geek Squad trusting it will be worth it… Fast forward 4 weeks ago, washing stopped working, 3 technicians came to the house. 1st it was the water issue. 2nd it was some water regulator, last week it was the computer. They sent out 3 3rd party support (mark appliance) and nothing has been resolved. And mind you, they didn’t even tell you need to contact the office to confirm/schedule the Appt. Meantime we spent our time and money to have our clothes washed on our local laundry. I complained about why it took forever, well, all the tech support does is apologize. I asked for a senior tech to help us out, I was told they put in the request and will get a call from them after 34-48 hours, guess what, no call! Isn’t this supposed to take care of the appliance when it has issues? And not give us a runaround? I wished we never got Best Buy geek squad.

This company sent me an email about a renewal bill for $268.19 and I immediately called them to cancel but the guy on the phone told me I had to get on my computer and type in an address anydesk.com and once there I needed to download the app on the site to get my order cancelation form. He refused to tell me what payment form they were charging me on and he refused to mail me the form. After this my husband got on the phone and told them they were acting criminally and that he would file a formal case against them since I had never ordered their services. Stay clear of them.

Received an email that I had purchased a protection package $370.00, and to phone an 800 number within 48 hours if I desired to cancel. Called the number, and requested cancellation. He then had me begin a lengthy procedure which included setting and giving him the password to remotely access my computer. I was uncomfortable with this. I requested an email address, so I could cancel in this manner. He said it was not possible. I told him I was going to contact my bank and have them stop any payment on my credit card. At this point, he hung up on me. I phoned the bank and they indicated it sounded like a scam to get my information. Steer clear of Geek Squad.

I went here to get my Asus ROG-STRIX laptop fixed after the screen broke, and now every time I use it, it crashes for no reason. It NEVER ONCE did this before we took it there. The fact that they actually think I'll take it back to get "fixed" again is embarrassing for them.

Called Geek squad to come out and do a reasonably simple installation. They were supposed to show up between 7 AM and 1 PM. They never showed up. Called customer service and they said the tech would be there in 1/2 hour. It was two hours later, so I called again. This time I wanted my deposit back. Of course they take a deposit at first so this way they can screw with you and do a terrible job or not show up. Even the accounting department was terrible to deal with one of the worst companies I’ve dealt with over the last year. The most amazing thing was the employee on the phone told me they didn’t send out a geek squad member. They sent out a third-party handyman to do the job. Unbelievable!

So I bought three was going to be four TV's from Best Buy this year. One got damaged so I thought after buying the last let's see if it can be fixed. They said the protection don't cover physical damage. Then I was told I'd be give a refund in 10 days. Never got it. Then I'm told today. They send a gift card. I said, "Who asked for that, no no no. I paid y'all with a card. I don't want a card that I can only spend with you guys." So they cancelled and changed it then told me it can be another 7 days. So 16 days for about 60 dollars they never even provided a service for. These people are scammers in my option. It like paying to get a manufacturer's warranty you already got. I will not be buying from them again and thinking about not shopping Best Buy no more. 16 days to get my money back 16 days after they already cancelled my stuff. Is this how you run a business.

The Geek Squad Total Tech program is a wreck. I would not recommend them to a dog I didn't like. The WHOLE POINT of spending $200 / year on this program is to get prompt technical assistance for your home electronics. The ONLY thing these people are prompt about is taking your money. Their website doesn't work, and when the phone rep tells you they can't get to you for a week makes me wonder if they'd accept such treatment were the shoe on the other foot. I found an another outfit that's just as good as Geek Squad, A LOT less expensive, and much more responsive (as in showing up the very next day). I'd sooner drive off an unfinished bridge than use the Geek Squad ever again.

Can I give them 0 stars??? Went in with my custom built PC and first off took them 5 days to get back to me on what was wrong and second it was an easy wipe fix of my SSD (which they still managed to screw up). When I go to pick up...my case is damaged... They dropped my 5000 PC... No compensation and on top of that...I was blamed. I then tried to cancel my membership because I'm never using that service again nor going into that store and they told me I had to wait for first payment to come out. I wait for it to come out (month after purchase of membership) and go to cancel today. They tell me because I didn't cancel within the first month I now had to pay a cancellation fee. WHAT A SCAM. And yes I did pay that fee. Please God don't get this membership... Support a local shop as I should have done in the first place because I ended up having to go in the end and had service that day and they handled everything with care.

I have used Geek Squad for installation and set up of major tech purchases from Best Buy in the past. Actual Geek Squad employees always came and I received great service. On recent TV installation, they sent third party contractors. They were a disaster. Were incapable of setting up TV. They tried to leave me with inoperable TV. I insisted they stay and figure it out or take TV back. Reluctantly they worked on it and eventually figured it out. I pay for Geek Squad. I had specifically asked Geek Squad customer service to not send contractors. I was ignored. I pay for efficient capable service. Did not receive it. This will impact my purchases at Best Buy in future.

Let's start with the good part. Jon **, General Manager at the Watertown, MA Store helped get my computer going. He was an angel. Patient, smart, helpful. The guy could be the CEO one day. My very bad experience was with the on-line "Tech Support Team". They were supposed to perform a basic tune-up and ended up wreaking havoc on my machine. They moved files without telling me; the tune-up didn't work (3x); worst of all, something was preventing me from loading and sending files. I SPENT 9 HOURS ON-LINE with totally unskilled techs who kept telling me things were wrong that simply were not reflected on the computer (e.g., you need storage -- NO, you need more space on GMAIL -- NO; this is because of your web domain - NO).

I bought a TV with protection plan! After 6 months still, I am waiting FOR THE SERVICE! I went to store, I chatted online with them, I called! Nothing happened! I DON'T KNOW WHAT SHOULD I DO WITH THESE WEAK SERVICES! I will never try it again!

Called to figure out about my laptop. The technician wanted me drive all around to find a certain card for it. Went through all the trouble and it didn't do me any good. Had to tell him 5 times they don't have it and kept going. Never again with these guys.

I bought a fridge with the insurance in Best Buy. 3 years later the fridge started to freeze in the inside back. This was creating that the fan was frozen and the ice maker was getting really bad. Since I had 5 years with Samsung they will come and change the parts affected many times. Then my manufacturing warranty expired and the Geek Squad should come to fix it. Well no. Before they come over to my house they tell me how much it will be. They want 500 dollars for them to come and change everything that they don’t even know what it is. This fridge should of be change from the beginning. Please do not buy Samsung appliances, they don’t last. The appliances are the worst.

My laptop display stopped working when I did a Windows update. External display worked fine. Send to Geek Squad to fix the driver issue. They called me a week later and told me they needed to replace my screen and it will cost $400 plus tax. (round numbers first clue of fraud, not actual work). I needed my laptop so I agreed but demanded I get the broken pieces back that they fixed for verification. They called me back in another week and they wanted to replace my motherboard and my monitor which will be $1400. They had no idea they already called me. I refused and told them to send the machine back. They sent back and Neither display now works. Basically a brick of a computer. Do NOT send your devices to these scammers.

I bought a desktop computer from Best Buy along with the Geek Squad coverage. I had problems setting it up with my printer. Was on the phone with them for 3 days. Each time they told me they had the problem fixed, but when I tried to print, nothing. I finally had to have someone else come in my office to look at it. They had the problem fixed within 30 minutes. I am very disappointed in the Geek Squad.

I bought Geek Squad coverage with my last TV purchased at Bet Buy. When my TV stopped working I attempted to make an appointment with The Geek Squad for in home repair. It took several attempts and three days of effort to get an appointment. Rather than book online their system requires a phone call to make an appointment. I was handed off three times to different individuals. They were wearing me down. Long menus and long hold times. The Geek squad is poorly organized and poorly run.

I've been trying to contact their customer service for 1 month. At the store, they tell me to send an email, then by email, they told me to call their 1800 number, and when I call it says I need to file online. But the online service doesn't work, every time I make a search on my product it doesn't return anything. I have tried calling again and sending emails but I never get to someone and the emails are never replied. I have 1 month left to use my tv warranty, and if I don't hear from Geek Squad before that I'm going to take legal action.

I bought a TV from Best Buy, They have charged me $375 plus the material to hook up my new TV and they have sent these two guys by the name of Dennis and Joe from Geek Squad to do the job, first of all, they were very rude and at first, try to come in with their wet shoes like animals and since I have stopped them they came with an excuse to charge me more for the installation!!! I told them NO, and they took my TV away with them without completing the job that they have been paid for!!! I went to best buy at 225 High Tech Rd Unit 3 where I bought the TV and complain about this and they didn't do anything to fix it!!!! Please do not go to this location for any kind of shopping. They are horrible.

Shame on Geek Squad Protection Plan for appliances. Put in a claim for a 4 yr old fridge not working Aug 25, Sept 30 the tech deemed the fridge not repairable. LG sent the exchange approval to Geek Squad Oct 5 and here I sit without a fridge...2 weeks. I think this is disgusting and could be handled so much better.

I have been a Total Tech Member for 5+ years. Pre-COVID the agents were AMAZING! Now, they have one script, run their diagnostics even if not related to your issue, hang up on you, and really don't solve much. They ask me to bring my desktop in every time I call. The closest Best Buy is 45 minutes away AND it is a DESKTOP, not very easy to move. Every fix takes multiple calls and requests to do their job remotely. Sad to say, I will be looking for something new.

I purchased 3 yrs of Geek Squad service when I purchased my most recent Dell laptop because I wanted local service, but they can't do anything, just send it to Dell and lose it for months at a time. Do NOT use!!

Even if they wanted to sabotage this installation, the outcome would not be this bad... First they said I have to pay extra money for installation while the website said free installation. Then they installed the dash cam but they unplugged the amplifier cables, so there was no music (I had to drive back - to be accurate 14 miles one way)! Cherry on top; they forgot their tools in the car... A few days later I decided to check the SD card recordings to see the quality of the videos...and I found out the rear camera was not working!

Absolute worst customer service – please read before thinking about purchasing this protection plan. I have been paying into Geek Squad's cellphone protection plan since I purchased my phone (almost 2 years now). I physically damaged my phone and I called to begin the process of them sending me a new phone (the service this company provides for paying monthly into their plan). Geek Squad charged me some $1,800 to my credit card and told me I would receive a new phone in 3-5 business days. 9 business days passed and I still did not receive the phone I paid for. I called to inquire and I was told that the request was cancelled. That’s it, no explanation as to why it was cancelled & no one notified me to tell me, I had to reach out to them when I realized my new phone had not arrived.

Best Buy is a great shopping resource as long as you don’t need to return or repair something. Getting a qualified repair person scheduled much less actually completing acceptable work has been a nightmare. We’ve had multiple repairs and the issue is still not resolved. The latest claim has been in process for almost a month with the repair company calling to cancel 3 times already. Even though I requested a new company, the Geek Squad had the same repair company pick up the ticket again and now we are going through the same cancel/reschedule process. Do yourself a favor and find a better warranty.

Updated on 07/07/2022: I have looked at my receipts again and found that my repair was in 90 days warranty and when I asked that associate or manager named Ali to send it back to be checked (something that another team member suggested to me when I was there earlier in the day), the associate/manager refused then tried to charge me another 79 CAD for it (not telling me at all it is still in the warranty). I tried to cancel my membership after such a bad/traumatizing experience (for an honest, well-to-do, very busy working professional for all this drama) as I can't see myself ever walking to that store again after being kicked out and told to go to another store, they charged me 180 CAD for a cancellation fee.