Geek Squad

Geek Squad Reviews

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Geek Squad Reviews

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    Page 2 Reviews 5 - 35
    Installation & Setup

    Reviewed Sept. 26, 2024

    I am extremely disappointed with Best Buy. They sent a third-party service to install our TV, and during the installation, the TV was scratched (And stopped working because of that it was an OLED). It’s been over a month now, and neither Best Buy nor the third-party service is taking responsibility for the damage. Best Buy blames the third party, and the third party refuses to be held accountable. This is the biggest disappointment I’ve ever had with any company. I will make sure that everyone I know avoids dealing with Best Buy. We are currently working on filing a lawsuit due to this issue. Please do not trust Best Buy with your purchases or installations.

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    Customer Service

    Reviewed Sept. 25, 2024

    I purchased an LG wash tower. Chose installation. They knocked out the hose that drains my central air so my laundry room flooded. When I called 10 mins after they left I was told to basically move the tower and fix myself. Also they left my water hook up dripping. Blamed it on my plumbing but funny they never leaked before! Thanks Dave and Conner for leaving me with a mess!

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    Customer Service

    Reviewed Sept. 20, 2024

    I bought a new refrigerator From Best Buy Spring of 2023. I was told by the slick salesman that I could save $$$ if I opened an in-store credit card with Capital One. Unknowingly the salesman signed me up for a Geek Squad membership which was auto renewing. I paid the fridge off in 2 months. A year later I receive statements, that I ignored because I did not have a balance. Months later I finally opened one and see past due charges and fees as well as the membership fee. (July 2024) I called the customer service number and reached Capital One. The CSR informed me that it was the auto renewable membership and connected me with the Geek Squad. I thought they cleared the charge, and I was done.

    August, I received another bill and called the number again. I disputed the charge and Capital One removed all charges they could, the past due charges and interest and closed my card. I was then connected to Geek Squad by the Capital 1 CSR (Mr. **). Transferred me 3 times before someone would answer the phone. As soon as Mr. ** connected me the Geek Squad disconnected my call. Mr. ** stayed on the line and connected me 2 more times with the same results. Geek's disconnecting my call. I continue to receive past due notices and Geek Squad continues to hide under their desks not answering the phone. Do not purchase anything from Best Buy or read everything carefully before you leave the store.

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    Customer ServiceContract & TermsCoverageStaff

    Reviewed Sept. 20, 2024

    We signed up for Geek Squad in 2021 for our company. They came out multiple times and helped us with things like hardware setup, networking etc. In the last 12 months they have ignored our calls, offered no service and so we called to cancel our service. We were told by the manager on the phone that no refund would be issued. She also informed us that Best Buy lawyers changed the terms of service in June of 2023 to eliminate any site/home visits (the whole reason many of us signed up in the first place). After the change to policy they auto renew your membership and so unless you are an attorney or a huge corporation they have you over a barrel and you're now paying for nothing. Deeply saddened by their corporate decision to fleece small consumers. I'm appalled that they refuse to refund with such a blatantly punitive policy. STAY AWAY!

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    Staff

    Reviewed Sept. 20, 2024

    Makes you pay upfront for everything, store does not send or manage signed documents timely and correctly. Overall poor experience. Unhappy with store employees and would recommend never to use them for data recovery.

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    Reviewed Sept. 16, 2024

    I had a disastrous experience with the Geek Squad. I have an old computer that I have been using but decided to upgrade & buy a new one at Best Buy in Victoria BC. I took my old computer to them to have the files all transferred. When the Geek Squad called to say it was complete, I couldn't open the majority of my Word files on the "new computer" AND on my "old computer". The majority of my word files were GONE!!!! They were no longer there to be accessed at all. I would NEVER recommend Best Buy nor Geek Squad to anyone EVER!!!!

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    Installation & SetupPrice

    Reviewed Sept. 8, 2024

    Have been a Geek Squad member for many many years. In January 2024, the amount of type of services they provide with significantly reduced. Given the cost of the annual membership I find that Geek Squad to be very disappointing. No more installation of TVs or RING or other items are included. Worse yet is dealing with Best Buy and Waynesville, NC.

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    Customer ServiceCoverageStaff

    Reviewed Sept. 6, 2024

    I purchased all my Big Screen TVs & computers, printers, & DVD player & much more from Best Buy in Norwalk CT. I also always purchase every year the extended protection & I have BEST BUY TOTAL which covers all the purchases & Geek Squad support with the items. My perfectly good computer 4 years old desktop is working great but the printer/scanner that is 2 years old doesn't always connect to the desktop it sits right next to it, but the Auto Scanner barely works.

    I called, got connected with 1 member of Geek Squad who took over my computer which I accepted, and he set it up and checked everything out and sent it over to the proper support in the Geek Squad, he said he will also be in my computer & we would remain on chat his name is Agent Yashwanth - 9/6/2024 if you get a YASHWANTH HAND UP! He took an hour for probably an easy fix, he was given instructions by the agent before him to make sure he talks to me on chat before leaving chat and disconnecting and also to give me a call 5 minutes later to make sure everything is working.

    Instead, it took an hour or longer while I am sitting there watching what he was doing & answering a couple of questions & asking a couple. He was not fixing the problem but making a much bigger one with my desktop that I have no issues with at all. I have cable, it is not wireless, and it works great. Only issue is the wireless printer/scanner & it is only the scanner, not the printing.

    A little after an hour I noticed the screen was left, it was opened to a page where he left off with nothing working and he had apparently closed off & left my computer, did not chat with me, never called me. He misconfigured all my icons, they would not open. I could not access anything, it would make that noise with the red x opening up. Nothing was working, he had my phone number, never called like he was supposed to but decided he could not fix it so he would close shop & leave me with a huge problem.

    I had to make a lot of phone calls then 1 agent said "Well I am not supposed to do this, but I can connect on your computer & maybe fix it." He was able to get one icon to open so I can access him on the internet so he could take control of my computer to try & fix what the other Geek Squad agent messed up. He said it was a mess, he could not figure out what the other agent did but the only way he might be able to fix it is by bringing my computer back to an earlier date before YASHWANTH messed it up. He did get it started but had to hang up apparently because he said, "Don't touch the computer till it runs its course, it is taking you back."

    He said it would take hours just hold on, then I heard him hang up. 5 hours later my computer was back up working with the same issue that it started with, I could not scan. So, I started with this issue and Geek Squad at 9:20 am & the whole day I had to make many phone calls and explain what YASHWANTH did and "Can someone help me, please."

    By 6 pm I had my computer back so my whole day was a nightmare because of Geek Squad. They outsource a lot of their work and there is no accountability from the Geek Squad that is outsourced. For the most part, the Geek Squad that come to your home so far most of them are great. I have had a couple that weren't but they have some really good people and the ones in the store are good. They need to get rid of the slackers & bad apples & just keep the good ones. Have them be accountable for their bad work & customer care.

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    Customer ServiceCoveragePrice

    Reviewed Sept. 6, 2024

    DO NOT BUY MONTHLY PLANS - After selling the item I had covered monthly, I called Best Buy (with the new owner of the phone) to cancel my payments. They then proceeded to charge me for months after. Once I brought it to their attention, they straight up refused to refund/credit the amount that was illegally taken. Not only this, but in the time I was waiting for a response (after notifying them of their mistake originally) they even charged me again. Nothing more true than the "that's how they get you" statement ringing true here!

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    Verified purchase
    PriceReliability

    Reviewed Aug. 30, 2024

    I purchased a Lenovo Yoga laptop from Best Buy in May 2022. Other than a dead pixel in my screen that has been there since the beginning (I think), I have not had any issues with it. It's a great computer. In May of 2024 my computer's battery was running low, so I plugged it in to charge. It would not charge. The battery kept draining. My laptop has a type C charger and has 2 ports, both can be used for charging. I tried plugging the cord into both ports, but neither worked. I thought it could be the charging cord itself, so I went and bought a new one. That also did not work, so I made an appointment with the Geek squad. My appointment was for 6:40 and by the time I was seen, it was past 7. The tech took my laptop out of its case, turned it over in his hands, put it on the counter, opened it and tried to turn it on. When it did not turn on, he looked at me and said, "yup, it's your motherboard."

    He then proceeded to tell me that I could send it out to be repaired and that would cost me $75 just to ship it, then another $900+ to replace the motherboard. I was dumbfounded. 1. the laptop was only 2 years old. 2. the tech did not do any tests or even look at the charging port. 3. my laptop was not showing any signs of a failing motherboard prior to the battery dying, i.e no Non-functional USB ports, no unexplained crashes, no system errors, no slow performance, and no difficulties connecting to the internet or other devices. None of the warning signs were there, none of these problems occurred. The tech had no way of knowing the motherboard was dead and never even looked at the charging ports.

    I told the tech to never mind, that I would be getting a second opinion. I did my research and bought a replacement type c charging port and a replacement battery. I took it to a family member to have them look at it. One of the first things he did was to get a magnify glass and look at the charging ports. He then took a mini vacuum and cleaned out the charging port. We plugged my computer in, and it immediately started to charge and turned on. He saved me $900 and from being scammed. Best Buy was ready to charge me for services and parts I did not need. I don't know if the tech was not trained well in his job, or if he just didn't care, or if they are encouraged to send as many laptops away to 'be repaired' as they can, but for whatever the reason, he didn't do his job. If I had listened to him instead of my guts, I would have been screwed out of $900+.

    When I tried to leave a review for the 'services' I got from the geek squad, Best Buy wouldn't let me. Every time I tried I would get an error message saying "we are no longer accepting reviews for this product." Take away: do a quick internet search for local repair shops in your area before trusting the geek squad. Save your money.

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    Installation & SetupPunctuality & SpeedStaff

    Reviewed Aug. 26, 2024

    I had my new printer installed today and Garret was quick, friendly, efficient....good as to what he does. The 1 800 number was very helpful! I appreciate the fact that Garret took the time to also give me helpful advice and did not just rush through the service!

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    Customer ServiceStaff

    Reviewed Aug. 25, 2024

    Called the Geek Squad 5 times (twice because 2 agents disconnected me after an hour or more of trying to help.) Each time I called I had to perform the exact routine of the alleged solutions and still don’t have the problem fixed. They told me I have to haul it all back to the store.

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    Installation & SetupPunctuality & Speed

    Reviewed Aug. 24, 2024

    After buying a clothes dryer from Best Buy I found it had a strang so I called Geek for warranty repair. I found they will only give a 12 hr window for repair time and then after a missed appointment but the technician found they don't honor the appointment day either. Please save yourself the time and trouble, don't shop at Best Buy.

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    Installation & SetupPrice

    Reviewed Aug. 23, 2024

    I paid a small fortune to have a TV and soundbar installed following a move. I was assured that if there were any issues they would be back to fix it but I am now being told they will come back, but at an additional cost. Just like that disreputable mechanic that fixes one thing and breaks another to keep you forking over money, I feel like I have been taken by a con artist who is now wanting to extort money out of me. If only they had installed the items correctly to begin with. Don't be taken is like I was find an honorable person to install your TV and sound bar, stay clear of Geek Squad installation services.

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    Reviewed Aug. 19, 2024

    I called in to have 2 things addressed. I now not only still have the same 2 issues. I have more that they broke. I am beyond frustrated. I guess you get what you pay for. It seems like they are reading from a book and don't really know anything about computers.

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    Installation & SetupPunctuality & SpeedStaff

    Reviewed Aug. 13, 2024

    I drove over to Best Buy Geek Squad to drop off computer to repair. Didn't know about their appointments. Person told me to wait and they would work me in since another person was coming in soon and no one was in line besides the person they were currently helping.. But then people started coming in with appointments. People said they were early, others said they were late to their appointments. When customers would ask if I was first, they would say, "oh, he doesn't have an appointment, come on over." Then they just ignored me and I had to wait over an hour for service. Horrible service. I'll never come here again.

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    Customer Service

    Reviewed Aug. 11, 2024

    I contacted the Geek Squad when I had an issue with Outlook. I have used them in the past and they had been able to resolve my issues. I don't now what has happened since, however I recently spent over 10 hours on the phone or chat with various tech support, without a resolution, and they even made the situation worse. The technicians appear to be entry level, and with minimum knowledge/experience, and in some cases they were rude and never resolved my issue, even though I was charged $49. I even spoke to a off-shore supervisor who promised to log my complaint and get back to me, however I have never heard from anyone from Best Buy or the Geek Squad. After this experience I will never use the Geek Squad again, and likely not shop at Best Buy again.

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    Verified purchase
    Customer ServicePriceStaff

    Reviewed Aug. 10, 2024

    Stay away!!! We ordered a washing machine and installation from Best Buy. The installer blocked our air conditioning drain. It caused a flood in our garage and ruined our vinyl floor there. Since then, it's impossible to reach and talk to anyone to claim the damage. It's been a month, no email, or any response. When you call they say there is a number 18004336778. They will avoid you, hang up on you, won't let you speak with a manager (somehow the manager always have lunch and not available, even if you ask to stay on the line and wait for him/her to finish lunch break). I would avoid at all costs. This cost us more than $4K and no one will take accountability. Not Best buy, and certainly not geek squad.

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    Installation & Setup

    Reviewed Aug. 9, 2024

    Just a horrible experience at their location in Avon, CT. I made an appointment on-line, to simply have a new battery installed in my iPhone, but had to wait at the store for 49 minutes while their only employee taught a couple how to use their new computer. When I was called, I was told the battery was not in stock. I’m done with these folks.

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    Customer Service

    Reviewed Aug. 8, 2024

    Absolutely the worst customer service and support you can imagine. Was supposedly shipped a replacement phone. The carrier loses the package and can’t find it and Best Buy Geek Squad are doing absolutely nothing other than taking my 1000$ for the replacement phone and not refunding my money, not sending a new phone. They are literally doing nothing except telling me to call back in 3 days which has carried on for weeks now. The worst company you can possibly deal with. Do not ever do business with them. If I could give zero stars I would.

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    Customer ServiceInstallation & SetupPunctuality & SpeedStaff

    Reviewed Aug. 7, 2024

    Funny that they no longer "accept" reviews on Best Buy for Geek Squad. I asked for a time frame and they tried to change my appointment date. I asked if that person worked in Concord, NH store, knowing full well he didn't add I could legit hear the call center in the background, and he said YES. They don't listen, don't care and are USPS for real help. Best buy is lacking in its CS support and should be ashamed of what their customers go through for just a little help.

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    Verified purchase
    Customer ServiceInstallation & SetupPunctuality & SpeedOnline & AppStaff

    Reviewed Aug. 1, 2024

    I quit the Best Buy Geek Squad Total Membership program several years ago because they changed from a company with great customer service to one with poor service. Unfortunately, I recently decided to try them again. Huge mistake. Problems?

    - Cannot reach a local Best Buy store/Geek Squad directly. No ability to talk to a local human.
    - If you reach help it's mostly via chat with someone who doesn't speak English well.
    - Since you have to type in what help you need to someone who doesn't speak your language it takes a long time to get your questions answered or to describe the repair you seek.
    - It usually takes several "levels" of people to finally get to someone who can do the repair.
    - Cannot get anyone to come to your house for repair like you used to be able to do.

    - Have to make an appointment to make a repair appointment in Ft. Myers making two trips to the store in one day absolutely ridiculous.

    This is not the fault of the foreign employees hired on these help lines. It's the fault of the corporation that has created a system that is streamlined for IT but not customer friendly for the public. I do NOT recommend buying a service plan or computer with Best Buy/Geek Squad because you waste a lot of time trying to use your benefits and get subpar service due to the system the employees must work within. Best Buy doesn't have anywhere on their website to receive customer complaints (that I can find) so that is why I post here.

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    Verified purchase
    Customer ServiceInstallation & Setup

    Reviewed July 24, 2024

    Purchased the Samsung refrigerator 1.5 years ago from Best Buy and it failed. Scheduled a repair with the Geek Squad - had to wait six days for the first appointment. The "tech" came in, asked what the refrigerator was doing and determined that the controller board was bad without doing ANY diagnostic testing. The "tech" ordered a new board and we had to wait another 7 days for the next appointment. The "technician" installed the board, charged me over $400 and left. Needless to say, the refrigerator is still not working. I have so much more to say, but I'll cut to the chase. The geek squad is worthless. They have ZERO customer service, totally unable to speak to a supervisor or manager. I am at the mercy of this scum of a company and WILL NEVER DO BUSINESS with best buy again.

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    Customer ServiceCoverageStaff

    Reviewed July 22, 2024

    Brought my phone in for repair on 7/13. Told it would be expedited because of a delay with my appointment latest Tuesday. Heard nothing come Tuesday. Called again. Told it would be ready latest Friday. Heard nothing Friday. Called again. Told it was repaired and being shipped back to Best Buy for pickup on Sunday. Heard nothing Sunday. Called again. Told they just received the repair part and the technician was ABOUT to start working on it and I would receive a call in 24 hours. No call. Their policy is to lie to you. If you try to call the store you will just get sent to a rep in India who won't actually do anything because they have no power. If you have a month+ to wait, go ahead with Geek Squad. If not, go somewhere else.

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    Installation & Setup

    Reviewed July 19, 2024

    I have a Samsung flip z3 which needs the screen protector replaced. Due to my disability, I cannot install it. I asked GS if I could pay them to do it and they refused saying they are not a Samsung authorized repair anymore. It's a screen protector for gosh sakes.

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    Staff

    Reviewed June 20, 2024

    I have used The Geek Squad for over 20 years with no complaints. However, they have changed. It is hard to trust them. I recently bought a new smart tv and wanted to have the Geek Squad deliver and set it up. I was told that they may or not show up because Best Buy was now contacting to a third party. A person showed up to deliver the tv. He was not from the Geek Squad but a subcontractor from a company called Manada. He showed up in an old truck with a taped broken window . He was wearing a tee shirt but no identification. I called the company to make sure he was legit. He wanted to put the old tv in my trash because he had another tv in the back of his truck. I said no. He finally got it to fit in the truck. I called the Geek Squad to voice my concerns and they confirmed that you will probably get a third party. I am also a Total Tech support member but I still can’t be sure if the Geek Squad will show up.

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    Customer ServicePunctuality & SpeedStaff

    Reviewed June 18, 2024

    Bought a sound bar at Best Buy it was over $600. When I brought it home, the music sounded great. The only problem was it would cut out and then start again in the middle of a song. Or at the beginning of a song. So I called Best Buy. They told me to call Sony. I called Sony. They told me I need to download an update to the soundbar. I don’t have a computer. I called Best Buy back and they kept referring me to Sony. This is going off for a year and a half. Finally I get Best Buy customer service. I have a long text conversation with him and he set up an appointment for me to go to Best Buy so they could download the update to the sound bar.

    I drive one hour to Best Buy. I arrived for the appointment on time. And they told me they couldn’t help me all they wanted to do sell me a geek squad plan and then they could fix it. I have read all the negative reviews on Best Buy and how they pray on the elderly I’m amazed they are still in business, They have Rob so many people I don’t know how they’re still in business.

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    Customer ServiceInstallation & SetupPriceStaff

    Reviewed June 17, 2024

    I had good experiences a few years ago--finding software for an old printer to match my system and getting it installed. Trying to deal with speakers and operation of iTunes...It was less expensive then, too. Was easy to do then. Prompt attention with experts. Eventually, I quit G. Squad because I didn't need it anymore. Went to store and they took care of it. I got talked into getting it again after they said the "system cleanup and backup" would cost about the same as the annual G. Squad subscription. Never used it. Didn't want to renew. In March, got the notice via email about the renewal coming up in April. Had paid by credit card. Was locked out of my credit card account and misplaced the card for a while; by the time I that issue out and got into my credit card statement, it was April and the G. S. payment had been charged without my permission. They save the credit card info! They do not get the client's consent first!

    Went into my Best Buy account and found no way to cancel the subscription online. Went to store but they said staff doesn't handle accounts and can't cancel. (They sell and set up plans but can't cancel!) Store people told me to phone in using the general B. B. phone number, but wait times are ridiculous during normal daytime hours. The staff told me to call after reg biz hours. I called 11:15 p.m. one Friday night--put on hold. Called 06:15 a.m. a Sunday morning--put on hold. G. S. chat people just tell you your information is incorrect and tell you to go online to cancel. When you object and assert there is no way online, they tell you to get into the "portal". They give you a link to a dashboard that does not function. You just enter info to verify you have a service.

    The dashboard has a different phone number. I called that on a Sunday evening around 8:00 p.m. Like the other calls, they tell you a wait time of X minutes then keep repeating, after several more minutes, again and again, that the wait time is the same! This time I hung in there. It took me over 30 minutes to get an "agent". She objected and said she couldn't cancel, saying I'd have to go online, just like the chat person. I persisted and she said she would cancel my service for me. When she found my account info, she tried to convince me to keep the "important" service. By that time, I was totally opposed to G. Squad. Finally, she completed the cancellation.

    I have to go back to the "portal" dashboard to check and wait for the credit card statement. All this indicates some huge transnational corporation has taken over which allows customers little communication and control. This is the direction of our world today and it is dangerous. Subscriptions at highly inflated prices, loss of personal interaction, crappy products at inflated services, lotsa hype about practically nothing of value. Go community, go grassroots, invent new ways, people to people, people power.

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    Verified purchase
    Customer ServiceStaff

    Reviewed June 15, 2024

    I had the worst experience. I tried through Best Buy to call. I talked to someone with poor phone service and was put on hold for 40 minutes and then hung up on. The Geek Squad chat was less than useless. I had the receipt and the serial number of the dryer for the protection plan but because the address was different they would not book a service! Have you heard of people moving. And the chat took over an hour and a half with up to 10 minutes waits for a response. And there is no number or person you can talk to. I had a ticket number and when rejoined the chat it did nothing and I had to start over again for another hour and a half. I have screenshots to back this up. Do not use!!!

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    Customer ServiceInstallation & SetupStaff

    Reviewed June 10, 2024

    I purchased webroot internet security complete and was having issues with installation. Called to ask questions but was told I had to purchase a service plan, annual or one service. I questioned the reasoning of charging a customer to assist with the installation of their product and just got form responses pasted in the chat. Another time tried to work through phone and besides long waits (while tech sought assistance) I could hardly understand him due to the strong ** accent. Eventually went to a local service person who solved the issue within 15 minutes versus 1.5 hours with Geek Squad tech who did not fix the issue.

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    Geek Squad Company Information

    Company Name:
    Best Buy
    Country:
    United States
    Website:
    www.bestbuy.com