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Reviewed Aug. 26, 2023
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.
I was transferred seven, 1234567 times, telling the same story. An hour and 20 minutes later, no confirmation of refund. I kept being asked my name, phone number, etc. and then that I was in the wrong department. I will be disputing the charge with my bank. I actually feel bad for the people that work there because clearly they aren't able to get much done. My goodness....If you pay in good faith and the service can't be done, just refund the person. It's simple. I would buy a new laptop or tablet before I let that company charge me anything to work on an device.
Reviewed Aug. 21, 2023
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.
Reviewed Aug. 18, 2023
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.
Reviewed Aug. 16, 2023
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.
Reviewed Aug. 14, 2023
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.
They put me straight to his boss, who gets on, says, "We tried to explain to you and you wouldn’t let us," I’m like, "No, he threw the word cost." I’m like, "No I not paying for somethin you all broke," he then repeated himself like I’m a child, "Look your guarantee states you’ll fix it if you broke it so fix the faker." He then said, "I’m ending this call." My sons went here in person to speak to the store gm, a woman came up, said she was the gm, told them to leave, they aren’t fixing nothing, I told my son give her the phone, I spoke to her but guess what she wouldn’t listen to a thing, in fact she stated, "You brought it here to the Geek Squad so it must of been broken," I’m like read the intake, she replied, "I did," utterly a lie. It states add a secondary hard drive we ordered from dell, she called me a liar, my son a liar, note he has never lied, this was video taped too.
My other son got pissed off when that woman called me a liar and told her, "You think my mom is rude after being pushed. You don’t need my father here a 24 yr vet," that woman then called military service men pointing to my son who is also a vet a murder, for one thing my husband was a emt a medic, my other son reco, my son stated to her, "Hope you know I’ll be letting the military know of your put downs." She went on to say, "Go ahead," trust I’m starting here then to the military consumers hotline then to my state attorney office."
We got home, popped the system open, the strip was gone off, the Side drive that’s on, showing they removed it, also other wires and the locking mech wasn’t used, these people jut removed a part without asking, and my opinion after my son arrived they took the computer back to the room. I think they added it back. As soon as he got home it booted up but showed different errors, after wiring it back up locking everything it worked, They actually got caught this time trying to get more money.
Reviewed Aug. 11, 2023
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!!!
Reviewed Aug. 7, 2023
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.
Reviewed Aug. 3, 2023
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.
Reviewed July 31, 2023
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.
Understandably, the support number may not be tied to the store I shopped, but if a service is paid for by a customer, it should be honored and available. Don't offer it if you can't deliver, or the employees are going to play those games because it's not "business hours". That's their shift! Technical issues happen, but, seriously, Geek Squad? The "chat bot" didn't work, either - it just kept circling around asking me to type in the issue over an over.
Reviewed July 27, 2023
I would prefer to give them less than 1 star if possible but it's not.
At the time of the purchase I was told that Geek Squad would give tech support on any electronic house hold product purchased at Best Buy or not for 1 year. Having recently bought Blink Security Cameras the original call out was to have them setup. 2 techs came to my home well after the appointment time and unsuccessfully tried to setup Blink Cameras & left due to their schedule saying they would return later that day to finish the setup but they didn't.
When I tried to set up another appointment for Geek Squad to return and finish the job they started I was told by Best Buy's customer support they couldn't find my account using my name, address, & credit card number for my Best Buy account. The customer support representative who was located in the Philippines that was taking my call refused to make any attempt to further assist any further or have any one return to complete the work.
The charge for the service shows that the fund was taken from my bank account when the purchase was made but at the time the purchase that was made in the store I wasn't provided documentation for the sale. For a company that originally built its business on selling and servicing computer hardware & software this is the most incompetent group of people I have to ever deal with again.
Reviewed July 26, 2023
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.
Reviewed July 22, 2023
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.
Reviewed July 20, 2023
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..
Reviewed July 13, 2023
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.
Reviewed July 12, 2023
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.
No agent showed up at my appointment time and when I contacted Geek Squad I was told that my appointment time had been scheduled later on in the day (I made arrangements with work for the appointment time) and a recorded message told me I had to reschedule the appointment. I have used Geek Squad for over ten years and they were the best but evidently since the pandemic, Geek Squad has discontinued customer service.
Reviewed July 7, 2023
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.
Reviewed June 16, 2023
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.
Reviewed June 15, 2023
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 called back and asked for a supervisor. I was put on hold. Quite a few minutes went by and the lady who had answered originally said she was still waiting for a supervisor to get free. I said why don't we set up an appointment while I wait for the supervisor. She said we can't do that so I suggested we book the appointment and then I could get the supervisor later. She was very nice and we talked throughout the entire time that the other guy had me on hold. She asked me what 4 hour window I wanted for Friday 8-12 12-4 or 4-8. I chose 8-12. All good.
She asked me if I still wanted the supervisor and I told her that my experience with her made me feel a whole lot better about Geek Squad. UNTIL the day before my scheduled appointment I received a text telling me that I had a confirmed appointment 1-5. That didn't work for me. I wasted time calling them back and the woman told me that the appointment was set and that she would see if the techs could "accommodate" me. I was on hold, the call got dropped. After a few mins with no call back I called them again. This gentleman put me on hold while he was going to check to see if the techs could "accommodate" me. The call dropped. I am still waiting for a call back nearly 2 hours later. I hope they do so I can really tell them what I think. This will be funny.
Just as I was writing that last line the phone rang and it was the tech who was coming to fix my TV. He wanted to narrow my window down to 2 hours. I read him the review. He was very nice and told me that they had no right to give me a 4 hour window. When I told him I had booked with another company he was still nice enough to answer my questions and gave me an idea of what the problem is. I thanked him and told him I wish I could remain a customer. He told me he appreciated my sentiment and he would run it up the chain of command. Hopefully they will improve but I will likely never know.
Reviewed June 10, 2023
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.
Reviewed June 8, 2023
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—
Reviewed May 26, 2023
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.
Reviewed May 25, 2023
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!
Reviewed May 25, 2023
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.
Reviewed May 22, 2023
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!
Reviewed May 9, 2023
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.
On the appointment day, the tech guy came and told me that the wrong part was ordered. I needed a speaker and a panel was ordered. He would need to order the speakers and I would have to wait for another 8 days to get the TV fixed. This is after I had already waited for 9 days. I told the tech I could not wait and I would prefer a replacement. I was told to call the customer service and I did that. The guy I spoke with told me, he would need to get approval from the tech guy to put in a replacement order. He placed me on hold and to call the tech guy. After a while, the call was muted that I was disconnected. the guy did not call me back, even though he had asked for my number at the start of the call. I call again and another person picked the call. She gave the number of their exchange dept and I called the number.The guy that answered the phone was very stereotyped and cold. After explaining to him that I have 5 young kids who are so anxious about the TV and I cannot keep waiting for the repair. His answer was you have to wait. I asked to speak to his supervisor and his answer was, I am the one in charge of complaints but when asked for his name and insisted to whoever he reports to and he was being recorded from my end, then he said, take this case number down and my manager will call you later today. He still did not give me his name, he simply said his name will be indicated in the case number record.
The manager was not any better. Her line was your plan is to repair and we are sorry but you have to keep waiting. I told her that her staff ordered the wrong parts, and I have the one to bear the pain of their own inefficiency. Her defense was sometimes the panel is the bad one not the speakers.
When I said why was it that the 2 parts were not ordered to safe time and the one that was not needed be returned by the technician, since I had already complained of the long wait from the beginning? She had no clear response, other than you have to keep waiting. These guys are all just terrible. They seems not to care about what their customer is going through. They are just interested in taking your money and if it take forever for them to fix the TV, you keep waiting. I regret buying the geek squad protection plan. I should have bought the plan from another company or paid for extended manufacturer warranty. These guys have no empathy and are not reliable. Now I have to start planning to get another TV, because I cannot wait for another 1 week that solution is not guaranteed.
Reviewed May 8, 2023
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.
My wife and I talked to the Assistant Manager. He said he didn't like people being rude to his employees. He never tried to determine what the original problem was. He never once apologized for my inconvenience. When exiting the store, the employee came up. I told him then I wasn't rude to him and did not blame him for the situation. He continued to say I was rude in front of the Asst. Mgr. The Asst. Mgr. was rude and disrespectful. I ask him whatever happened to customer service. My wife and I have purchased a number of things from the Alexandria, LA store, but have no intentions of purchasing anything else there. I think the Assistant Manager and associate, could benefit from Customer Service training. I found the Assistant Manager, unprofessional and uncaring. I really can't explain why the associate took my complaint personally. I was the one inconvenienced for two and a half weeks.
Reviewed April 26, 2023
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!
Reviewed April 20, 2023
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!
So then I called back a 3rd time and luckily got a tech who fixed it in 20 mins!! I spent 6 HOURS of my day waiting on these people to fix my issue, and could not get any work done since they were remotely logged in. The ONLY reason I waited as long as I did is because I thought the issue was much deeper and perhaps related to my battery which had over heated a month prior. Imagine how INCENSED I was when I realized I wasted my entire day due to sheer incompetence!
I spent probably another 2-3 hours after that trying to find someone in customer service to take this matter seriously. I needed to be compensated for my wasted day! There was no way they could give me my time back, but they could've offered *ANYTHING* else, but they absolutely refused! They bounced me around from one person to another (I spoke to about 12 people in the end), and they ALL said different things, from acting like they were going to "escalate" (they love that word) this issue and giving me case numbers to follow up on (the case numbers were invalid, btw) to finally saying, "Sorry, there's nothing we can do!" Every time I heard this, I asked to speak to someone else, and finally I got this big burly sounding dude who answered the call with harsh "Hello?!". I was so startled to hear that! But I wasn't going to let his nasty stance make me back down.
So I stood my ground and demanded compensation. He said, "so sorry for the inconvenience, but corporate said no." So I asked him if to confirm that he was telling me was that he was ok with the crappy service that Best Buy offered and that I should take it. He accused me of using "reverse psychology" on him and twisting his words. When I told him that he didn't know what reverse psychology means, he accused me calling him "retarded" (I never use that word) and "stupid". When I told him that I would go to Social Media on blast, he then accused me of being a scammer and wanting compensation from Best Buy just so that I could tell my followers that if you push Best Buy hard enough, they will give you what you want.
When I told him he was lying on me and my character, he then said that this is what it is, and if I'm not happy, then I should go to Office Depot (I didn't even know they offered a similar service so I thanked him for that). He also said it was my fault for allowing the tech "experts" to spend 6 hours on my computer and should've insisted on an in-store appointment LMAO. Besides being incredibly condescending with that comment, he was too dense to realize that scheduling an appt and going into a store would have taken longer. RUDE AND INCOMPETENT!
Reviewed April 7, 2023
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.
Reviewed April 6, 2023
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.
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