Geek Squad Reviews

They delivered my new Sony TV and I had to call a troubleshooter because they had not hooked it up to Wi-Fi and it would not do updates and then it would come on in the morning and I couldn’t get out of the homepage because they had not set the default to go to HDMI one. My Xfinity remote would not connect it. It had to be done on my Sony remote. What a nightmare. I spent four days with Xfinity thinking it was their problem and finally one of their guys came up with the idea that we needed to set the default and he ran me through it thank God, but the Geek Squad should have set those both immediately knowing that I was 80 and explained it while they did it so disappointed in them

Today I received television installation services and was very pleased and impressed with the result for clean up efforts provided by a Geek squad member. Thanks again for the excellent response to my concerns.

Unfortunately, since Best Buy changed the Total Membership program, the support has completely collapsed.

This has been the worst service experience I’ve ever had. Just one month after the factory warranty expired, the fridge stopped working. I called Best Buy on March 19 and they scheduled a service visit for March 25. On that day, we stayed home waiting for the technician, but suddenly received a message saying the appointment had been canceled.

This service has become extremely disappointing. I ended my 10‑year contract with them last year because the quality had already declined, and unfortunately nothing has improved. The platform simply doesn’t work anymore. You waste time typing questions and waiting while the representative is clearly assisting multiple people at once. After 25 minutes of slow, repetitive responses—each one taking 1–2 minutes—they end up asking for your availability and time zone for a callback. It feels completely disrespectful to paying customers. I am asking a refund for my new contract.

Today I called "chat with an agent". I was on the phone for about half an hour and they had just said they were connecting me with an agent. Then they disconnected me. I called back and waited a long time to get to the bot. After about an hour I got disconnected again. I had asked them to call me if we got disconnected but didn't get any response or a call. Then I called the local store to make an appointment and although they were still open they didn't answer the phone. The message said to leave a message but their mailbox was full. I am a total support member and this is unacceptable.

I was on the phone for over 4 hours with a bunch of incompetent to be able to set up my new Epson printer to function with my new Dell computer. I was disconnected 3 times. I was ignored. The first 4 people didn't know how to perform the service that I needed. One person named Koteshwari put me in hold for 1 hour. Lied to me that they were working to fix my issue. Did absolutely nothing and then disconnected our chat session after an hour and with no warning. Finally after 4 hours I got a lady named Lyka ** that knew what she was doing and got my problem fixed in just a few minutes. She was wonderful, however the other 4 people were rude and incompetent.

I can't believe I pay almost $200 a year for this lousy Geek Squad service. The AI that you now get when you call the phone number is close to useless. When I finally managed to get a human, she hung up on me after she told me how to spell her name, which was, "Unnathi." Maybe you can educate Unnathi on good customer service. When I called back and said I needed help with a Samsung phone, a recording said something about warranty issues had to be dealt with at Samsung. It wasn't a warranty issue! I just needed help with a feature!!

I have been a member of the Best Buy Geek Squad protection plan for over 5 years. When I take a computer in for repair I have had a good experience. Today I tried to resolve a problem using their chat program. The agent I messaged with was from a foreign country and did not have a mastery of the English language, He was good at apologizing but did not answer a single question I asked and told me of nothing to solve my problem. I called Best Buy and their new AI was a total waste of time. I was finally able to reach a person, who told me he had to refer me to another office. This turned out to be another foreigner who had difficulty with the English language. He wanted me to give him my credit card info before he would schedule an appointment for me. I believed him to be in a foreign country and declined.

Drop off laptop for evaluation at Geek Squad in Glendora Ca. All the Geek Squad places I use do an excellent job. The issue the management is awful. Today received a message to make appointment for pick up and went to website log in and the work order number was there and so I put in info and it came up to call 800 number. Did that then AI could not find my item and referred me back to website I just came from. So I log into my account and my appointment showed as cancelled. Now if you try to call the store another AI nightmare. You can't speak to a person.

In January 2026, we made the mistake of purchasing an Apple computer from Best Buy with the assurance that the Geek Squad would be very helpful in setting things up & if not satisfied we were to get the entire monies refunded. Well, after 3 unsuccessful trips to Geek Squad we reached out to a neighbor (purchased him a gift card) to complete the set up. Made the call for the refund only to find out that it was not refundable. Completely frustrated at that point a letter was sent to the CEO. Big surprise, no acknowledgment of even receiving the letter. Our advise to you is purchase your computer elsewhere.

Follow the chain-of-events and tell me if this is this good service:

Do you mean to tell me that I purchase a warranty for a 43 inch TV and now that it needs repairing I have to 1. Bring it in because it falls 1 inch below the guidelines to have someone come out and 2 I have to pay $129 for them to look at it? Such a scam! I may as well purchase a new TV.

An absolute horror show - and it's not over. Everything was set for a 27 FEB appointment. They never showed. No call, no nothing. Got called by their "Customer Care" - they called once. I've returned that phone call the last TEN days and counting. Nothing but crickets from these people. I wouldn't do this to a dog I didn't like.

As a very longtime Total member I have to say that I don't think I'll be renewing ever again!! They have gotten TOO BIG FOR THEIR BRITCHES!!! Wait times are unbelievable (remote access) only to get someone OVERSEAS that you can barely understand!! On top of that if that agent who you finally got connected with can't help you they then have to put your call through to the next level. (They all say the same thing "I don't have THE TOOLS for that!") I have spent HOURS on end with them & then they can't fix the issue anyways and need to bring it into the store & then they have your item for a TOO LONG AMOUNT of time.. usually no less than ONE WEEK!! They should be able to afford to give out "loaners"...

Such poor service by Agent Rachana this evening - I had a problem with my pc/printer interface. He couldn't-t figure it out and dumped me; saying the router was too fast to support the printer - bogus. I was also assured that the pc would get a "tune-up" - Rachana didn't even address the the tune -up - I don't know if he/she did a tune-up. P.S. I deleted and re-installed the printer - it now works...thank you for nothing Agent Rachana. The Geek Squad has helped me for years - send Agent Rashana to remedial training.

Wow I was shocked by the terrible customer service in my brief encounter at the Coventry Road, Ottawa location last evening! The supervisor barely looked up and actually snapped his fingers to get someone from the back to come forward and assist me. Never acknowledged my existence and he was not helping a customer himself. No smiles and all dismissive. I explained the problem to the next associate and he was also very dismissive saying, "Oh we don't do that type of repair here" like I was crazy for even thinking that the Geek Squad could help me. All over the Best Buy store there were associates with their heads buried in their cell phones. No eye contact....I have a business where we do not have an IT dept and we need support often and spend $$. Least to say this store will not see my business or $$.

I've experienced decent service in the past and I thought I would go to Geek Squad with my problem. I have an Acer Laptop that has suddenly started doing wonky things. Example, in the middle of my use, I no longer have control over the cursor. It starts jumping all over the screen on its own attempting to "click" on different things. I immediately did a force shut down and power off. This has happened 4 times now. I planned to take it to Geek Squad for evaluation and repair BUT after reading all the NEGATIVE reviews, I don't feel I can trust them with a wind up toy much less a laptop computer. Definitely not trusting them with my computer even if they are the only Geeks in Marion County, Florida. I'll drive to another state for repair first if I have to. What has happened to their service and repair?

I purchased an Asus laptop from Best Buy in Nashville, Tn. I signed up for a year of Geek Squad service along with it. 2 mistakes. I had to bring my laptop in for repairs and dropped it off. I signed some paperwork to help expedite the process. When I got the laptop back, virtually all of my files had been erased. It wasn't explained to me that I had basically agreed to this so I have no recourse. I think some straightforward communication would have saved me time, trouble and money but I guess that's asking too much these days.

Stood me up twice. Gave me a trash tv. No one knew the whereabouts of the installers because they didn't even answer the phone. The website and the agents databases are disconnected. There were egregious hold times also.

I will never buy from Best Buy ever again and regret purchasing the protection. After they remotely fixed a printer connectivity issue to change of wifi, the connection was lost following week. After 2 hours with Level 2 tech, I had to go before she fixed it and she told me how to get to Level 2 tech next time. (Because Level 1 can't hack it.) Well, she lied. You have to go through level 1. He (predictably) couldn't do it and put me through to Level 2. Who disappeared for 15 minutes.

Had Geek Squad support in the past and this experience pales deeply in comparison. There is a lack of transparency when you call in; thinking you’ve reached immediate assistance only to be “turfed” to await an offshore connection. While the caller/tech is “well scripted” the language barriers are highly evident. Paid $71 for an easy to connect, SMART hookup printer which ultimately cost me >$110 because it was not easily connectible. I shared with each of the 5 people I spoke with that I had new WiFi (which I installed) and connected 7 devices without issue. The first tech got me connected but less than an hour afterward the printer disconnected and I could not get it reconnected.

I made a mistake, trusting Best Buy Geek Squad and lost money. They cannot be trusted to get good service, and so, I would not recommend it to anyone. I took my desktop PC for re-installing Windows 10 that I did not have the product key for (I should've saved it but I missed it and it stopped loading when the boot files were corrupted). I got a Geek Squad appointment to reinstall the OS and I ended up paying a significant amount for service that I did not ask for. I got the PC back with more than half of the issues persisting. I met the store manager (Rock Hill, SC) with a written complaint but he did not even understand the issue I was expecting him to resolve. I am closing my Best Buy credit card account and the Best Buy profile forever.

I called Best Buy to have a TV serviced that stop working. I knew from the start that it was not under warranty. Best Buy will charge 129.00 plus tax 140.00 to come out and diagnose the problem then give you a quote to fix the TV. The problem is when the technician came out, he didn’t diagnose anything, he didn’t open the TV, he didn’t have any equipment. He basically walked in with a flashlight, and said he would have to order one part at a time, change it out, and if that didn’t fix it he would order another part and change it out, until the TV start working.

I would never recommend the Springfield, IL for, brand new computer, could not set up with in box accessories of mouse and keyboard. Geek Squad zero help. Took over 2 hours to get a foreign call center to call me back and be told, store is not taking outside calls. You have to go in person.

What good is a warranty if you have to have three service calls, multiple parts ordered and installed and after 6 weeks, your washing machine doesn’t work but they keep trying. Will not buy from Best Buy again due to warranty work bring frustrating. Costco warranty would have replaced this by now. At this point I’m tempted to just buy another machine but too invested in the time and principal. If you can get a non Geek Squad warranty - do it!

I used Geek Squad to troubleshoot my HP printer today. John was excellent, professional, personable and fixed my printer expertly, didn't have to lug it to repair shop. And didn't need to buy new printer. Excellent service. Took me a few tries through Best Buy to see if they fixed printers, but phone helper was excellent, got me signed up and scheduled quickly. Tech came on time and notified of arrival. Excellent experience all around as all Mt troubleshooting efforts had failed. Judy P.

I had an emergency with my Best Buy Refrigerator purchase that needed service. My wife gave Best Buy another chance again, now with their Geek Squad.. My wife, upon the arrival, quickly came into the apartment, NEVER bring up ANY equipment, and telling my wife some absurd excuse without thoroughly checking the refrigerator and asking questions, then just left the building. My refrigerator is within a 3 year warranty. The technician didn't do ANYTHING! I am FREAKING PISSED OFF.

⭐⭐⭐⭐⭐ Outstanding Service from Shane Smith at Geek Squad. Yesterday I went to Best Buy for help from the Geek Squad because my phone was completely broken. What happened next truly restored my faith in kindness and customer service. Shane ** spent over THREE HOURS patiently working on my phone. The problem was very complicated, especially since I have an Android, but Shane never rushed, never gave up, and never made me feel uncomfortable or inadequate. He was calm, respectful, and extremely knowledgeable.

I debated going to Best Buy or the Apple Store for a simple iPhone repair covered by Apple Care, and was told they were pretty much the same. Not quite. Despite having an appointment, I waited over 20 minutes. Then, since my iPhone 13 doesn't allow a simple back-glass replacement, I waited days for parts. Today, I waited 3 hours for the repair. At home, 40 miles away, accomplishing setup, it dawned that THEY FORGOT TO REINSTALL THE SIM CARD. Try calling a store directly. Hah. Not possible. I was routed to a foreign call center each time. Now, I'm reduced to getting a new SIM card locally. Next time, I'll go to the Apple Store for any Apple Care.