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Reviewed March 21, 2020
After spending an extra $350 for a Harmony Elite remote to handle our new HD TV and other equipment/services we have had nothing but trouble. The Harmony does not function through a wooden cabinet door despite having an RF capability and assurances from Geek Squad that it would. Integrated A/V and TV or DVD often boots up with no audio. Have replaced one Harmony remote with no improvement. Stick with using as many individual remotes as necessary to handle your system. Geek Squad disconnected home alarm system during installation resulting in service call. Squad leader jokingly advised not using Harmony with expectation of function for components within a cabinet after he advised buying the more expensive Harmony. Junking the entire setup and returning to use of individual system components.
Reviewed March 21, 2020
Purchased a warranty with the Geek Squad. Before purchasing the warranty I was fully informed that I would be covered 100%! Called them cause my screen cracked. Geek squad Staff told me that they can send me a box to put my phone in so I can ship it to them. Geek squad staff also told me that I would have to pay a $200 nonrefundable fee. So I’ve been paying them $30 a month for nothing? I’ve given them in total of $400 in total and still want me to pay $200 service fee? This is ridiculous!!! Please people do yourself a favour and NOT PURCHASE THE WARRANTY!! It’s a scam basically..
Reviewed March 20, 2020
I took out the Geek Squad insurance on computers and electronics. My husband made an appointment and took our computer and printer in because we couldn't get them to work together (by usb). They fixed it supposedly. Since I am handicapped and ill I didn't try it right away. Today I needed to print and sign and send back an important medical document. The printer wouldn't print out the PDF file (which was one of the problems we particularly mentioned.) It wouldn't work.
I called and left my callback number since the wait was around 50 minutes. They called back. An agent spent a half hour or so connected to my computer doing things I had already tried. At least he was polite. Finally he said he would have to send me to another agent. He took time to talk to the place (in another state I think) and report all he had done and set it up so they would call me back so I wouldn't have to sit at my computer which is difficult because of my handicap. He said they would call in 20 minutes. I wasn't surprised not to get the call for the first hour since wait times were so long. But no one ever called. I will never deal with the Geek Squad again but find a reputable local computer repairman. The Geek Squad doesn't deserve the star I had to give them!
Reviewed March 6, 2020
TV has a very light spot through 1/2 the screen and Best Buy cannot fix not will they replace my Tv. DO NOT WASTE YOUR MONEY ON GEEK SQUAD OR ANY OTHER EXTENDED WARRANTY WITH BEST BUY. Had to call to get a refund on the rest of my remaining balance of geek squad. Got off work early and all to have them come to my house and “can’t fix”. Such a waste.
Reviewed March 5, 2020
They charge you for phones you haven't even had since 2014. They cancel plans. Make it your problem. You update your account they dont add your cards. If they try and suck you into Geek Squad run the other way. All they do is hang up and blame you. I have recordings from it. Well Geek Squad get ready for court.. IM DONE FIGHTING WITH YOU GUYS. IT'S BEEN 2 WEEKS FIGHTING. Please look and check your Bills. Make sure you're up to date.
Reviewed March 5, 2020
First I was told it had insurance in Mexico as I was moving. They said yes twice as I renewed the plan. It wasn't true. I paid to ship my phone to two friends. As they couldn't fix it. I paid for replacement and kept paying my monthly plan. In the store they said it had to be done on the phone. And in the phone in the store. They took more than eight months and I never got my replacement. They scammed me. Don't trust them. They just steal your money. Even the last person of Geek Squad that attended me told me to sue them. Also calls last at least a Hour. Don't trash your money.
Reviewed March 1, 2020
Geek Squad was fine at first. Until my BitDefender service which is provided by geek squad stopped working which caused my computer to crash. Multiple calls were made to geek squad and they were unable to fix the issue every time.
Reviewed March 1, 2020
I needed my phone screen fixed and have never had a repair on my phone in the last 9 months I had it. I got a call 20 minutes after I dropped my phone off saying the screws were stripped and they could not repair the screen due to that issue but take into consideration that the screws were NEVER touched. The tech should not have kept trying due to obviously not having the correct tool therefore they absolutely ruined the phone on their part. I would rather spend the extra money and drive 2 hours to an actual Apple store instead of getting my belongings ruined by the “professionals”.
Reviewed Feb. 29, 2020
I received an email saying my contract was up. Payments came out for 3 more months. I called to cancel and asked to be refunded the 3 months (less than $45). I was then given 3 different sets of information (the contract auto renews yearly, which is what the email said - no, it just said it was canceled. The contract is actually four years and I get an email yearly to tell me that - also false. The contract is 3 years, but the email I got showed the renewal that happens at two years -also false. Why would I get a renewal email at 2 years if the contract is 3?). After 20 minutes of arguing on the phone, I finally hung up. Keep your $45 Best Buy, multi-billion dollar company.
Reviewed Feb. 24, 2020
I purchased two TVs, two sound bars, calibration for both sets and wall mounting plus installation. The Best Buy rep said that I could save money if I bought a Geek Squad membership. He said I could cancel if I didn't like it. But beware! This is not true. It'll cost me $246.00 if I cancel the plan one month in. Doesn't matter if the service wasn't there, nor the inks - I'm on the hook. I wanted to cancel because when I called to get my wireless printer connected the fellow couldn't see my screen on his screen. He said he was going to find out why, and would call me back. He didn't call me back.
Also, when I went to Best Buy to purchase inks for my printer I found out they do not stock the coloured ink for that printer, only black ink. So the claim as a member to get ink at 1/2 price is not so good if they don't sell the ink for your printer. When I talked to the store manager about the misrepresentation I was told, "I'm very sorry." So am I. I was tricked so I pass this on - buyer beware!
Reviewed Feb. 14, 2020
So I had Geek Squad come over to my house this morning to change my lock into a digital one. They weren't able to do it since the new digital lock has a smaller compartment. They suggested me to hire a professional locksmith to do the job. They then reinstalled the original lock back in which they probably messed up because I cannot lock or unlock my door from the outside.... I am now stuck in my own home.
Reviewed Feb. 11, 2020
I have multiple Best Buy purchases with the extended Geek Squad warranty, but I’m not leaving a review about appliances. The insane wait time to talk to a human when you actually need help is atrocious and they hang up on you after they ask you to please hold… I was texted from a number I tried to call it, and it’s a SPAM number trying to get me to sign up for a free vacation. Today I was given an 8 hour window for a technician that pulled a no call-no show. I will no longer be shopping at Best Buy, I can go to Home Depot or where ever else. (Most likely cheaper) The aggravation just isn’t worth the cost of admission. Plenty of appliance repair people in my area that I found while waiting...
Reviewed Feb. 10, 2020
I just had to take a few minutes to acknowledge the excellent service I received from Geek Squad. Two of your service reps bent over backwards to accommodate me. Their names are Pete (the tech.) and a young lady named Jordan.
Reviewed Feb. 8, 2020
To begin with I am a 70 year old man with limited computer experience. I was told that for $175 the Geek Squad would visit my home [$50 extra] and set up my computer, fix my router problem and even correct my Netflix account. When a Geek showed up [10 days after making appointment.] I was told that to set up my computer system [which I purchased at Best Buy] it was $50 to set up CPU, another $50 to set up printer, and finally another $50 to transfer data to my new computer. When I protested and said I was told ANY AND ALL services would be completed in the SAME visit, I was told EACH item was a service in itself- and an extra $50 each-setting up my computer was $50 for visit plus $150. Plus, even if I was willing to pay that, the Geek only allotted my visit a certain amount of time, so forget the router problem, etc.
As it turned out, he never tested my printer and left, guess what, it didn't work. I returned to Best Buy and demanded a pro-rata deduction of my $175, one year service and was told GEEK SQUAD DOES NOT ISSUE REFUNDS FOR ANY REASON by the Thousand Oaks Store Manager. HIRE SOMEONE ELSE, there's plenty of people who will do these services at your home with recourse if something doesn't work.
Reviewed Feb. 8, 2020
I have been doing business with Best Buy and Geek Squad for a few years, but after this last experience, I have ended my contract with them. A week ago, I had trouble with my printer not printing correctly. I called Geek Squad, only to be told that all of the reps were busy, so I requested a call back. I was told it would be a 45 minute wait. I called again after 45 minutes, and talked to somebody by the name of Wensher. He remotely access my computer and tried to fix my printer, only to make matters worse by making it to where I can’t print at all from my computer! He was going to connect me to another agent, which took about 35 minutes extra!
After the second agent called, I had finally had enough and told him I didn’t need his help anymore. Tired of their incompetence and inefficiencies, I canceled my Geek Squad service and bought a MacBook Air from the Apple Store with AppleCare+. It was well worth the money, even though it was expensive. As for my printer, I called Hewlett-Packard tech-support, and even though it took an hour and a half, they solved my problem and sent me new ink cartridges, since the ones I had were defective. Honestly, I see Best Buy going the way of Circuit City and The Good Guys, not only because their employees are morons, but also because they are losing out to online competitors.
Reviewed Feb. 6, 2020
Geek Squad will automatically bill your credit card for the next year's service even if you didn’t authorize it! Geek squad will also tell you your computer or laptop has a motherboard issue! Be careful, take it home and charge the device. You may find it works just fine and it appears to be a ploy to get you to buy a new item!
Reviewed Feb. 3, 2020
If I had known over the course of three years I would be paying Geek Squad just over $600 I would NOT have agreed to become a member. Over priced, unclear information given to me. Seller was not interested in getting to know me as a person therefore didn’t get curious about my needs/wants or even my income. I was 20 year old college student who worked very little hours. I say Geek Squad sucks, get AppleCare 100%. OH AND at least Apple is CLEAR, and straight to the point about being able to get refunded. Yey!
Reviewed Feb. 1, 2020
They have ghosted us on 2 separate appointments, no call, no show. Our tv has been broke for 1 month now and nobody is helpful when you call their customer service. Half the time they hang up on you or "lose connection." This is the worst experience I've ever had with a repair service.
Reviewed Jan. 31, 2020
I am extremely disappointed in their lack of customer service both in stores and ESPECIALLY over the phone. I will tell all of my friends, family and colleagues not to spend their hard-earned money at your stores. On 12/29/19 - I wanted a TV mounted in my son's nursery so I signed up for the Geek Squad service "premium mounting" for $199.99. Which according to their website means paying to mount a TV on a wall that is not sheet rock. They showed up 7+hrs late on 12/30/19 and said we needed a different mounting and then the initial one we bought. Since they left the ticket "open" we could not get an appointment because they were going to pick up a mount for us.
On 1/1/2020 I decided to pick up a mount myself and have called Geek Squad to try and get an appointment. Every time I've called, I've gotten hung up on. I decided to go to a store in person, and no one from the Geek Squad helped, instead instructed me to go to the TV entertainment section for assistance and got the usual, call us... there is nothing we can do.
Finally got a hold of someone on the phone on 1/3/2020 and was told the earliest appointment I could get was on 1/6/2020. Then when they arrived, I was charged AGAIN for the mount they brought over AND another charge for $80.00 for the service to actually mount the TV on my wall, even though it specifies on the website "Premium Mounting" means a wall that is not dry wall. $199.99 plus tax + $80.00 = $295 in total. Did not even hide the wiring.
Now I had to wait for my refund for the 1st mount I had to return. After disputing the additional $80.00 charge I decided to cancel my service on 1/10/2020 and was told I'll get my refunds 3 - 5 business days. Since then I've called numerous times and was told different information and mostly hung up on. First 3 - 5 business days, then 10 - 14 business days and now 10 -14 business days AND 2 billing cycles.
So, all of your staff has conflicting information or doesn't want to deal with customer service. Not only does it take .3 seconds to charge me multiple times for crappy service but when someone cancels that "service" and wants ALL of their money back, they get the runaround? PLEASE STAY AWAY FROM GEEK SQUAD. The worst experience ever!!!! I called you again today, January 31st and I STILL haven't received my $295.00 back.
Reviewed Jan. 31, 2020
I like to as of now explain a possible situation. I belong and I believe I think that Best Buy’s Geek Squad had something to do with it. So I’m going to tell you a story. A while back I was getting out of nowhere these blue screens. I don’t know where they came from but they were random. I heard a windows upload went wrong at some point and many Window users were getting them. So I brought my PC in to the GEEK SQUAD. And they said they had to well give me a new windows 10 from scratch. I was not happy about this but I said can you back everything up so I could re assemble it when it was a fresh install. They said yes.
When I got it back no more blue screen but I noticed something. They took off my anti virus software that I had and without my consent installed McAfee. I thought well I trust the one I had. But ok it was good for a year. The year went by and all the sudden pops up appeared and kept telling me almost time to renew your McAfee account de de de and I kept being reminded and reminded over and over. Then new blue screen appeared regarding "windows stop code bad pool caller". And so this was now appearing.
I kept calling GEEK SQUAD and they would ramble ramble fa fa fa do their thing thru my computer. And they kept saying, "We fixed your problem. All is well." Well then the blue screen appeared. And called Geek Squad about 3 times in a row and then everything began to slooooow down in my head. And something hit me. Cause it was happening more and more and I realized every time I used Bit Torrent that’s when the blue screen went on. Suddenly a connection appeared blue screen bit torrent geek squad McAfee wants my money to renew… And after the last blue screen happened when I turned on u torrent. I said that’s it removing McAfee… No more blue screen since U torrent has been running for 3 hours no blue screen.
Best Buy Geek Squad put a timed virus in my bit torrent somehow so when my 1 year free lease with McAfee was up they would try to frustrate me with blue screens till I caved in and spend 150.00 whatever it is and probably the blue screen would of stopped. But if that happened either way even if I paid I would of known that I was involved with a big giant corporate Royal Scam.
Reviewed Jan. 28, 2020
I bought a two tvs, sound bar, and a router from Best Buy and purchased a 5 year extended warranty to cover them. The installation was good and the technicians who did the install were great. The problem is when you do have an issue is getting someone to answer the phone and get service. Two of the the technicians gave me their cell phone numbers and said to call them anytime. I did call them five times and they never returned a call. I called the Geek Squad number and was on hold twice. One time was for 28 minutes. I hung up and called back and was on hold for another 18 minutes before I gave up. They will be glad to take your money, but getting someone to come out or answer the phone is not a safe bet.
Reviewed Jan. 26, 2020
Geek Squad is a Scam. I have had the accident protection plan since June 2018 yet they have been unhelpful no matter where I go. I say this because I had it for my Samsung S9 but I realized that online a handful of stores nationwide repair Samsung phones. This means that your local best buy store might not be able to help you, rather you'll have to go in-person to the one accredited store in your region (not state). For example, the only location in Ohio is in Columbus, and there are no East Coast locations. This means that one would have to make day trips to drop off Samsung phones in person and pick it up. How would you sell a service that people in other locations can't use? That's predatory.
Secondly, I tried to cancel my GeekSquad Membership after speaking with an agent and they said that I couldn't do it without coming into the store. I told them that I am not even in the country yet they remained insistent that the membership can't be cancelled but they'll be willing to take my money next month. It is a rip-off and I regret purchasing it. Do not purchase Geek Squad services. Just don't.
Reviewed Jan. 25, 2020
Online service for support is not good. On hold for every then cuts you off without help or any answers to your questions. Was a waste of money and a rip off getting this plan. If you ask them a question, they disconnect.
Updated review: Jan. 24, 2020
As of now Geek Squad is in the process of refunding my money. As it takes 12-14 days I will consider it resolved for now but IF I’m not credited I will repost.
Original Review: Jan. 24, 2020
Over a year ago I was having problems with my laptop. I took it to the Geek Squad inside my nearest Best Buy, which is 30 miles away. Not knowing what was wrong with it, or how much it may cost to repair, I agreed to purchase their service warranty. Once the repairs were made, I attempted several times, yet was unable to make an appointment online to pick it up. After driving the half hour to the store, and explaining the situation, I was still forced to wait nearly another half hour to retrieve my laptop. One associate, a young Lady, was very unprofessional and rude, and I called the Customer Service number to complain, as well as sharing my negative experience via email and I was told someone would follow up with me, but of course no one did.
While checking out at the Geek Squad counter, as well as in speaking on the phone, and in email, I noted that I would not continue my service contract with them once my current one expired. On 1/23, as it was due to renew, I called and said I was not interested in renewing. The associate stated she saw that the charge had not been processed by my bank, and she would cancel the renewal. Overnight a charge for $211 from Geek Squad was charged against my bank account. Based on my customer service experience with them alone I would never do business with Geek Squad again.
Reviewed Jan. 22, 2020
I would give zero if I could. My phone's screen was damaged, so I asked for a replacement. The replacement phone was even worse than my original one. The battery kept dying on me at 30% of charge. So, I called and told them about the situation. The manager told me that they will send a replacement, but ha can not guarantee that the new replacement won't have any issue. So far I paid a monthly fee of 15$ for 14 months and a deduction fee of 220$ for the replacement. If you are reading this and are considering to buy the protection plan, you should definitely stop. Just go with Apple care, it is both cheaper and better quality of service.
Reviewed Jan. 21, 2020
They are the most useless installers. I wouldn’t recommend them. Cheaper and better to get your handyman to do your installation. I had them come to my house 3 times now. Every time telling me different stories. I believe they don’t know what they are doing. It is just a coverup. They throw larger fees every time.
Reviewed Jan. 21, 2020
To keep it short, I have been hung up on twice, chat agent dropped connection with me after requesting to speak with a manager, a call was accidentally dropped and received no call back, I never received the service I paid for. ($100 for about 10 minutes or so of beginning to back up info on my hard drive, which later resulted in an error) I'm just done with it.
Reviewed Jan. 20, 2020
I tried two days in a row to book in-home service call with absolutely no luck. On hold forever no matter time I called. Online support could not solve the problem and suggested to book appointment. I have protection plan and will not renew if this is an ongoing problem. Very disappointed in Best Buy.
Reviewed Jan. 18, 2020
On Dec 30th I carried my non-working PS4 and it was 13 months old. I waited patiently 3 weeks while they "repaired it." I went to the store to pick it up. Now mind you the service order status site says If they cannot get me my "NEW ITEM" they will replace it. I took it home after being assured it was fixed and the same one. YEAH RIGHT I am so stupid I didn't take a picture of the serial number and have the original box with it. NO IT WASN'T the same one. Not only that but it worked SOMEWHAT for 7 hours and then seemed to overheat, quit working and lost the PS4 software. I take it back today and they smile and say, "All we can do is return it and you will get it back in 21 more days. If that doesn't suit you call the corporate office and see what they can do," as they were chuckling. I thought something's not right here. Well you guess it.
THERE IS NO WAY TO CALL OR CONTACT THE CORPORATE OFFICE. Any place you try to complain is circular back to a nobody who can do nothing for you. All I wanted is for them to get me a replacement OVERNIGHTED for the unit they swapped and stuck me with somebody else's problem. Now mind you I have a 24 month warranty but because it was owned 13 months IT WAS TOO OLD TO REPLACE!!! HUH you sold me an extended warranty and told me if you could not fix mine you would replace it with a new one. That was the sales pitch. Not you would replace my broken one with a broken piece of shoot, that YOU FAILED TO EVEN REPAIR BEFORE YOU GAVE IT TO ME!
NO WHERE IN YOUR POLICY DOES IT SAY; NOTICE WE GUARANTEE WE WILL REPLACE YOUR BROKE ONE WITH A NON WORKING PIECE OF SHOOT! IF it says that reproduce the statement on this site, if it doesn't you are selling a fraudulent warantee that you refuse to make right as expediently as possible when you are caught. I know I will never receive my PS4 PRO BACK and fixed you gave it away. You tried to bait and switch with a non-working unit.
WHAT I KNOW
1. NO PS4 is beyond repair PERIOD every part in the system is replaceable--the mother board is not available publicly which would be a problem but you said you had that covered.
2. There is a connotation implied by your warranty that IF YOU CANNOT REPAIR MY UNIT you will "REPLACE IT" Connoting and implying A NEW or I would accept a CERTIFIED RECONDITIONED ONE OF THE SAME QUALITY. There is a PS4 Pro with heating problem (early model) and a Post heating problem model, which is why I waited to buy mine. Because of the roaring fan and the continuous running fan I assume you gave me a PS4 Pro with the heating problem NOT FIXED AT ALL with probably a fried processor that works till it gets warm.
My number **. Get someone to call me that is not a nobody, preferably a regional service manager. Service number on your fraud unit is **. If you are too dang dishonest to send me a working unit overnight to my address then you will force me to seek relief at the State Consumers Affairs office or the State Insurance Commissioners office. Since it is an insurance policy I expect more than being snubbed and treated like crap because I paid you for something that you never intended on providing me. It states, "Your new device is on backorder. If we can't fulfill your order within 14 days, we'll get you a replacement."
A replacement connotates A WORKING REPLACEMENT the way the policy is sold you are never informed it will be a USED UNIT MUCH LESS A PIECE OF JUNK still broken. In fact they state they will fix your unit or replace it. This is basically Fraud. Why would anyone agree to replace a unit they bought and know the history for a unit that may be years older and worn out as a replacement you buy an extended warranty to either repair or replace a unit with a NEW UNIT comparable to what you bought.
Anyway disclose that fact to people who are being sold the product at the counter and Geek Squad would be out of business because no one is that stupid. By The Way I talked with a lawyer at the Insurance Commissioners Office and he is in agreement "replacement" connotates an implied warranty. Either they owe me MY UNIT BACK REPAIRED OR A BRAND NEW UNIT. Not a junk replacement. Seeing this is on the side of services he advised I file an Consumer protection complaint and see if the State of Georgia will take action for fraudulent activity against Geek Squad.
Reviewed Jan. 17, 2020
I got an LG fridge and the ice maker quit on me. They sent out a technician without the parts the first time so I rescheduled. They sent the same technician with everything BUT the part needed. Then it went to adjudication because they said the part was discontinued and that they would have to replace the entire refrigerator but in adjudication, they said that an icemaker is a luxury item and that they wouldn't replace it. THEN they said they could get the part and rescheduled and sent another technician and guess what? They didn't have the part... They have rescheduled again and say they do now, in fact, have the part. I have missed 3 days of work so far with no apology or compensation.
Reviewed Jan. 17, 2020
I lost my phone and I call the agency to claim my phone and they did everything, I paid the fees and they said it will be done in 2-5 days. I Waited for a week, still didn't get anything. And then I called them and ask for the status of it and they said they cannot see my thing and it will take another 2-5 business days just to get the info. No phones for 2 weeks still hear from them.. insurance money wasted.
Reviewed Jan. 15, 2020
My computer was running very slow. I called the central Geek Squad number (I couldn't find a number for my local Geek Squad) for repairs. Chris (from Kentucky!) told me that for $39.99 I could drop off my computer for a “tune up”. She said they would defragment it, remove any viruses, and do other things to bring it back to its original speed. I asked her a number of times if this was the only charge. She said it was. She wrote it up and gave me the reference number of **. She also signed me up for an appointment at 10:20 am the next day at my local Geek Squad store (Crossgates Mall, Albany, NY).
The next day I took off two hours from work to go to my appointment. When I arrived Richard booted up my computer, asked what was wrong. I told him it was really slow, and he said it would be $150 to fix! I told him Chris told me it would only be $39.99, and he said, “well that’s wrong. It’s $150.” I left the Geek Squad counter and spoke with manager Joanna. I gave her my reference ticket number and she left to look it up. She came back saying she could find no ticket number matching mine, that the format for the number wasn’t even one she recognized, and that the price I was quoted was wrong. She said $39.99 gets you a 15 minute sit down with a tech to merely ask questions. This is a classic example of “bait and switch,” which is illegal. I'll never go back to Geek Squad nor Best Buy again.
Reviewed Jan. 13, 2020
I called countless times to report my dryer and after 40 minutes to an hour on the line they made an appointment for me within a week and the day came they didn't come because they had taken the address and phone number wrong (this happened twice). In conclusion the worst customer service I have seen.
Reviewed Dec. 30, 2019
I normally pass on extended warranties or protection plans, but when I purchased my laptop the salesperson talked me into the Geek Squad Protection Plan by telling me that I only needed to pay for 6 months of it and then they were very unclear and I understood after that that I would still have protection for the next couple of years and it would already be paid for in the first 6 months. I realize that this misunderstanding was also my fault because I did not read the fine print.
I realized this mistake when I went to get my data transferred from my old laptop to my new one (for the second time because it had not been done properly the first time!!) and the Geek Squad person told me that sale associates sometimes are not very clear on what all the protection plan entails and it's not unusual for him to find that people feel duped. He told me that I would have to cancel it myself after 6 months or they would keep charging me. I felt stupid, but whatever, lesson learned and I made a note to cancel after 6 months.
I called to cancel and they told me the system was down and to call back in 1 or 2 hours. I did and they said the same thing so I meant to call back the next day but Christmas happened and it was a couple weeks before I called again. This time the person on the phone tried repeatedly to change my mind and did not listen to me when I kept asking to cancel. When he finally agreed to cancel it, he told me there would be a fee. I asked how much this "fee" was and he told me $40 dollars (actually I think it may have been $42, but I'm not positive so I'll just say $40). 1 month of my plan was costing ~$30 and he told me the only way to avoid the fee (which I am positive was never mentioned by any Geek Squad or Best Buy personnel when they convinced me to get this money grab of a protection plan) was to stay on for 3 or 6 more months. What does that even mean?
TLDR: Complete waste of my money and deliberately hard to cancel (couldn't do it online and took multiple phone calls) and the only thing I used my protection plan for was two data transfers that did not work, despite staff telling me my original hard drive was fine and it would work. The data transfers should technically have been free with my purchase of the laptop anyway. Don't waste your money on this.
Reviewed Dec. 27, 2019
I bought TV a year ago and paid for warranty about $700. One year later with a few hours of watching this TV colors changed and become distorted. On December 4th, I requested the service and was scheduled for December 9th. After waiting for 5 hours I called Geek Squad that my order was never passed to the third party repair people. Now, 3 and a half weeks later my TV is still not working, Geek Squad representatives passing my request from one third party repair companies to another, it is NOT possible to get any explanations why my orders are cancelled by someone over and over. It is NOT possible to get them to communicate between each other since “right hand doesn’t know what left hand is doing”.
I had to drive over an hour to Best Buy to schedule an appointment because supposedly if you want REAL Geek Squad guy to come to repair TV you cannot do this request over the phone, just in person. So, I made an appointment in person and find out next morning that it was cancelled. After another phone called I was told to drive back and schedule it again!!! All this ordeal is complete fiasco. Useless $5000 TV is on the wall for decoration purposes only and USELESS $700 warranty from Geek Squad!
Reviewed Dec. 25, 2019
In April 2018 I made the mistake of buying a Laptop at Best Buy. I paid extra for set-up, Microsoft office and Geek Squad. Set up was faulty, I couldn't use Office and when I showed up for Geek appointment at 4:00, one person was the so called "squad" and he told me to come back that night at 8:30. I am handicapped and had to bring my laptop in a cart. I DID NOT return to that store. I was over-charged and under-served by several hundred dollars. I write now because I'm still upset especially seeing HSN and QVC offers. I have to start all over and buy another laptop etc. A complete waste of time at Best Buy AND 900$. This HP360 has never worked properly, I never used the faulty Office software and this Geek Squad does not exist. A rip-off in every way.
Reviewed Dec. 24, 2019
I received excellent customer service from Geek Squad. I was having trouble getting my iPhone to connect to my PC for picture download. They gave me several tips and then offered for me to bring my equipment in, so that they could troubleshoot the problems I was having. I appreciate the Geek Squad in Garland Texas so much. Everyone was kind and wonderful and it was an extremely busy day.
Reviewed Dec. 22, 2019
I called the Geek Squad customer service number because I am a platinum member and they told me that my membership had expired but it was supposed to be until 2020. I called the 800 number to see if I can add my card And continue my service being that I was still a member. The person I spoke to on the phone told me that they were not capable of doing anything to my account because it had expired so she wasn't allowed to do anything else. I explain to her that when I call it still says that I’m active so I did not know that I wasn’t. "Is there anything that anyone could do." She told me no again. I asked her to speak to a supervisor. She again told me it was nothing they could do. I told her. "It’s nothing you can do but I would like to speak to a supervisor. It’s your job. You’re supposed to get me a supervisor."
She laid dormant on the phone for a few A few seconds and then she called me stupid and then she said it again, "You’re stupid" and I asked her what did she say and she said, "Idiot. You’re stupid" and she left me on Hold and never came back to the phone. When someone finally answered the phone they told me it was nothing they could do to help me and she apologized that she talk to me that way. I said to her that I want it more than an apology. Again I was told it was nothing they could do. She also said that she had no way to find out who I spoke to before her. I told her that I needed to speak to someone in charge. She got me a supervisor name Mary ID number **.
Mary explain to me that she would try to find out who I spoke to and a way to resolve the situation. She also told me that she could not reinstate my account but I have credit towards it. She apologized and told me she would do her best to help me. But that was all that I was given. The people that are working as customer service are not here in America but other countries where they’re not accountable for the things they say and the actions they take. It’s not Fair that we have to tolerate disrespect after spending your money and using a company and being a loyal customer. Today in America it is no respect for the consumer. It’s just take take take and never give. I’m very disappointed in Best Buy and geek squad. Latika
Reviewed Dec. 22, 2019
I bought my computer 2 yrs ago this coming boxing day and had Gk Sq added. Long story short, a yr later needing help I called & was told my subscript EXPIRED. Long story short in the same experience where I called for info which the person serving me was SO unskilled. I heard someone sitting next to her cuing her every word. It was long, drawn out silliness. I almost fell asleep while on the phone with her. She was actually reading every word for word while talking AT me.
Then later found out that I was being CHARGED for service that I was TOLD EXPIRED. Asked to speak w/ manager wanting a credit. She told me "No - we don't do that. Not our policy. We're a business not a charity" etc. Honestly - she had my money now I could ** right off as far as she was concerned...! I was SO shocked - I thought I was having some weird dream or something.
After yet ANOTHER call, I had a Tech guy listen in as he connected me where I had yet ANOTHER **, confusing conversation where it was CONFIRMED that my service would start up. THEN - I got a call days later confirming re-start BUT FOR A FEE..! I am SO fed up with this garbage.. I don't deserve this abuse! This is PATHETIC!! And the Canadian #GeekSquadManagement "has no possible way of communicating with Columbia on behalf of their high paying customers.." What kind of business agreement is this if you are not ever allowed to speak to the people you HIRE to do a job for you?!!?! Unless of course, they are lying!
Have been TRYING to look for other online/remote help but not found any yet. In Toronto, On. I called a source in Winnipeg. Unfortunately they don't service outside... I am SO unhappy with that crap that I've dealt with.. The TECHS are helpful. But Management sure doesn't seem to wan to help their customers! #GeeksquadisFAILING. #HorribleCustomerServiceGeeksquadBillingDepartment #GeeksquadOutsourcesCOLUMBIA. I don't have an issue with Columbia, But I DO have an issue where communication is next to impossible. And when I am being abused by GEEKSQUAD! Well, you hired them so - YOU are responsible and NEGLECTFUL to your loyal customers! I have been a loyal #BestBuy Shopper from the beginning. And now I am Pissed off. This doesn't look good for your company...
Reviewed Dec. 20, 2019
I bought a lifetime warranty for $799.00. Terrible mistake. Every time you call they give you excuses. Tell you that they will call you back. They never do. When you give a call back they give you another excuse. For the last 30 hours they tell you their server is down. They are never a help. And won’t refund your money so that you can go to a company that will get the job done. Save your time and money and go elsewhere.
Reviewed Dec. 16, 2019
Brought my computer to Geek Squad in St. John's, NL and not only did they tell me my hard drive had to be replaced they told me they couldn't recover my data. I paid $270 to them and ended up with a smaller hard drive than what I had originally and was told my data was gone. However, another company took my hard drive and not only found all my data they told me my hard drive was fine. They even turned my old drive into an external so I can use it for backup. I called them today and demanded a refund... The girl said she would have to talk to a manager ... called me back, offered $20 .. I told them they better talk to the manager again. They have a bunch of people working there that are not qualified to do what they advertise.
Reviewed Dec. 7, 2019
Purchased an iPhone 7 a couple of years ago and decided to get the warranty as the sales associate was very convincing. Brought the phone to BB as I cracked the screen and they told me to call their warranty office as they do not handle warranties at the store (not what I was told when I purchased the phone). I called and they told me there will be a $226 processing fee and that my phone replacement credit could be less if there was anything else wrong with the phone. Considering you can purchase the same phone for the same price, the warranty is absolutely garbage. If I knew this I would not have purchased the warranty. Sales associates on commission, I should have known better.
Reviewed Dec. 6, 2019
We have a retail store and are totally dependent on our Lenovo Point Of Sale computer. In order to not have problems we have had a contract for service with Geek Squad for several years. Our computer started running slow so we had Geek Squad log in and run diagnostics. It took over an hour and when they were done our Intuit Point of Sale didn't work at all. We ended up losing 4 hours of business while Intuit replaced/repaired what Geek Squad "FIXED". Afterwards we couldn't get a live person on the phone locally or through their website. We lost hundreds of dollars in sales! Very poor service!!
Reviewed Nov. 23, 2019
My family have had numerous Samsung phones, with 4 claims over 8 years where I had once to pay $75 since I had broke the screen. Got our daughter an IPHone 7, it is 2 years old now and the phone slipped out of her pocket as she stood up and it cracked the glass. I am told for this phone it is $200 to fix the screen after paying 2 yrs of protection. I can have the glass replaced for that much so how does the protection help me with a now ~$300 dollar phone that I have paid almost 400 for the protection to charge me the full cost of repair. I was surprised and appalled by this. So after the first year, carrying forward protection for Iphones with them may very well be more expensive than dealing with it yourself. Buyer beware.
Reviewed Nov. 20, 2019
When I bought my phone (Samsung Galaxy S7) I purchased a protection for it under GeekSquad. I started paying $15.8 every month. 20 months later my phone's display cracked and I got in touch with the Geek Squad. They did not find my account, even though my credit card was showing I have paid them every 24th day of the month. They asked me for another phone number I might have used, which was just not possible. I've had this number for 5 years.
Sometime later, I changed my credit card and of course, they started emailing me about unsuccessful payment!!! So when I called this time, they could find my account from the number my email included. The phone number on my account was a random number I never had heard about! I was still happy, thinking now I can make my claim and get my phone fixed. Turned out they can fix my phone but will charge me $200 for it! I have not paid $200 for my phone when I bought it!! I have paid them $395 over the last 2 years!! I can get a BRAND NEW Samsung galaxy S7 UNLOCKED for $219 from Best Buy today!
At the time of purchase, I was told all coverage is free! The customer service told me he is sorry that no one informed me of the $200 service fee when I signed up! He refused to let me talk with his manager, and said he is on a call and I have to wait 7 minutes. I agreed to wait, but he changed his mind and said he actually will connect me to the claim department to complain! I am sorry for all customers who have been suffering by this company's hands and am going to start a social media campaign to make sure customers know about my experience.
Reviewed Nov. 19, 2019
My computer crashed. Data was not available. Talked into sending it to Best Buy's Geek Squad despite a previous experience that was not positive. BIG MISTAKE. This was a business computer, that we use every day. They charged me $150. To rush the work. They had my computer for 3 weeks... That is not a rush to me. Were hard to reach to find out anything, unresponsive to contacts with them. I WILL NEVER USE THE GEEK SQUAD AGAIN. I am sure I could have had a local computer person recover my data in very short order and they would have kept me informed as to progress. Awful experience again.
Reviewed Nov. 15, 2019
We purchased Geek Squad Insurance for three new cell phones thru Best Buy. We decided to get the Insurance which we pay $13.49 per phone per month. Nearly 2 years later we tried to make a claim on one phone. First call to Geek Squad we were told we had to go back to Best Buy to make the claim, then at Best Buy we were told a claim had to be made on line thru Geek Squad, which at that time were given a claim number and were told they would get back to us. Finally after waiting a few weeks I called their 1800 number. Telling them what the problem was with the phone Patrick (the Rep) said they would be mailing us a new phone. Well that was easy.... until he mentioned he was going to Bill our credit card $650.00. I asked him why and his response was, "Well we are sending you a new phone."
I told him I was NOT paying $650 for a new phone as that’s why we had been paying for full coverage. He then told me I had a second option, which was they would send new phone but it would take 7-10 days and I would only be charged a $250.00 deductible. At no time were we told of any deductible and again told him that I was not paying that and I proceeded to CANCEL all insurance with them. BUYER BEWARE!!!!
Reviewed Nov. 15, 2019
I have bought an Apple devices and now a dishwasher through Best Buy and have the extended plan guarantee and I am right now having problems and to get hold of Geek Squad is difficult. I hold twice for more than 20 minutes and to told me that I had to call the manufacturer of the dishwasher and I had to hold another 20 minutes to get hold of them which then they have a geek squad to call you and make an appointment the next day and finally have someone coming. I am not planning in getting anything with an extended guarantee in Best Buy or have a geek squad.
Reviewed Nov. 9, 2019
I replaced my HP laptop with a HP Pavilion 360 at Best Buy October 23, 2019. I purchased a Geek Squad service agreement for $199.99. The monitor I had been using on my old laptop would not work on my new one. I contacted Geek Squad support twice to troubleshoot without success. I thought I would try and troubleshoot the problem myself. In the process my screen went blank. I called Geek Squad again for assistance without success. The agent asked if I would like to have a technician come to my house. I said yes. She said he would be there on December 26th. I thought she was kidding, she wasn't. I said I could not wait for two months. In frustration I decided to take my laptop back to Best Buy. When I unplugged my monitor my screen came back to life. My point is, buying the 24/7 support agreement was a serious waste of money.
Reviewed Nov. 7, 2019
I have been using Geek Squad for over 5 yrs and now they are using techs from foreign countries with any phone help that I cannot half the time understand. When I ask for a tech that lives in the USA they keep sending me to a foreign person who lives in another country and it starts all over again. Even when typing with them I cannot understand what they are telling me most of the time.
I feel we as customers should have the right, When I ask for an American who lives here to speak to and who lives in the USA but they DO NOT GIVE ME one and then it is a mess again taking of my time and a waste of my $$ because I should have the right to speak to a person who I can understand instead of trying to understand what someone who doesn't speak the correct English without a slang that is hard to understand and makes it too hard to get anything fixed or done plus keeps my time adding up of use trying to understand. Trying to understand someone who doesn't know our slang etc to communicate correctly with us who live here and we who don't speak their other languages or have the time it takes to communicate with them trying to understand them and paying for this mess that isn't helping at all. GET SMART GEEK SQUAD before your long term clients move on to someone else!!!
Reviewed Nov. 4, 2019
I recently took my 5 month old I phone to the Geek Squad for what I thought was a battery replacement issue. Because it was only 5 months old, it should be covered under the 1 year Mfg warranty. After an hour, a representative comes out and tells me the battery is cracked and it is not covered under the original warranty because this appears to be drop damage. I ask the representative to show me the external damage that would have to happen to drop the phone with such force that the protected battery would crack. He told me there wouldn't necessarily be external damage. Then he tried to sell me a new phone and told me he couldn't give me back my old one because it was hazardous. After a not so pleasant exchange, I was able to get my NEVER BEEN DROPPED iPhone back from him.
I left there and went to the Apple Store and although I had no appointment and waited in their queue for 2 hours, I left with a new iPhone which I am entitled to under the warranty. I asked the Apple Store rep if there was any possible way I could drop my iPhone with such force that the battery would actually crack and yet there would be no external damage at all to the phone? "Absolutely not", he said and went on to make a great point... "We wouldn't sell very many iPhones if that was true, would we." He also went on to tell me that the warranty itself states that if no external damage can be detected, the phone should be replaced. Apple authorized the Geek Squad to repair their products because they are more convenient than the Apple Store but they should rethink that strategy. The Geek Squad's poor performance and customer service will reflect on Apple - whether they like it or not. This incident happened at Best Buy in Gateway Brooklyn.
Reviewed Nov. 1, 2019
In 2017 I bought a phone under my ex's carrier. I purchased the mobile insurance under what I thought to be my info with my credit card. This past August 2019, I had fraud on my card and had to change my card information. I try to keep on top of my subscriptions and check my statements monthly. Most of subscriptions pull directly from my checking so it usually isn't a problem. In September, my 6 month old son died. Well I've since begun to make sure my all my finances are in order and noticed that I didn't see the insurance for the last few months.
I called Geek Squad to update my card information. They couldn't find the insurance until I gave them my card number. It was under my exes name. They continued to tell me they gave me 2 months to make a payment and that it ended the beginning of October and couldn't be renewed because they system cancelled it! They would make no exceptions under extenuating circumstances and bestowed no sympathies or apologies. I received no notices and had no clue that it would cancel. I asked to speak to a manager and was told he would say the same thing. Towards the end of the conversation he became very blunt with me and I didn't appreciate that. I will never recommend geek squad for anything. I've heard a ton of bad experiences with them. I'm pissed off. I just paid my phone off, Now it has a crack and I actually need the insurance!!!!
Reviewed Oct. 26, 2019
Late August of this year my son took his 2 year old Dell Inspiron laptop to the Geek Squad at 2200 S. University Drive in Davie, FL because it wouldn’t start. He was charged $212 to diagnose and repair the problem. When he went back a week later to pick it up, he was told the operating system was corrupt and both solid state drive and motherboard had failed. Seriously, what’s the likelihood of those three things all happening at the same time??? Furthermore, they said the laptop couldn’t be repaired and simply returned it broken. Smelling something fishy, I shipped the laptop to Dell and within a week got a repair estimate for $59 ($9 parts/$50 labor). My son now has his laptop back in working order and we will never again use Geek Squad. I would rate them zero stars if I could.
Reviewed Oct. 23, 2019
I recently purchased a new LG refrigerator from Best Buy in Cambridge Ontario. After only 18 months the sealed unit inside the fridge stopped working and the fridge stopped cooling. I called Geek Squad because I had purchased extended warranty through them (which was a mistake). They send out a 3rd party technician to have a look at the fridge and he told me that the sealed unit was no good. He had to wait until the next day to get authorization to order the part, I had to call the 3rd party place myself in the afternoon for them to tell me that they had not been authorized to order the replacement part.
I then called geek squad again and they told me they didn't receive a quote to repair it and this has gone on now for 2 days. We run a home day care and we bought a top of the line fridge with extra warranty but geek squad's warranty is horrible and they are now saying it won't be until next week that they can book us in and that the average time to repair a fridge is weeks.
Reviewed Oct. 22, 2019
My husband bought a gaming laptop and asked for the Geek Squad insurance. That is $22/month. I bought my laptop and said no to geek squad. I didn’t need it as my husband already had it. Recently found out that I have been billed for geek squad on both of my bank accounts, my account and the joint account with my husband, so $22/month on each account. This would have started after my laptop purchase but since I have work and kids I didn’t notice the extra missing from my account. When I actually checked it had been taken out each month for well over a year. I have been given the run around and still have no answers.
Reviewed Oct. 19, 2019
I I went to Geek Squad to get security cameras installed. They asked me to pay the full amount before installing cameras as well as survey fee. On the date of survey visit, I was told that we can not install the cameras to this house because of some limitations imposed by geek squad. Very struggling to get my money back.
Reviewed Oct. 18, 2019
First no one every told as a customer that I could only go to 2 locations in my state to fix my phone with Geek Squad protection. Cool. I make an appt for one and the things days will be fixed SAME day if parts available and have to leave work early. Ok get there for my appt. Parts are all in and boom they tell me they cant fix it same day because the tech has the number allowed repairs for the day. So I wasted time off work, almost an hour sitting there and I have to now take more time off work to go back. Very sad that a company advertises one thing and says another.
Reviewed Oct. 16, 2019
I have had Geek Squad try to fix my computer. 5 Times they tried and 5 Times I still have an issue but worse. Figuring that I had to wait a total of 10 hours plus before a got help it's lost time without a solution. They fixed my Google so it opens when I start my computer and opening the last page I was on. Not a repair - just a way to fix my solution without fixing my problem. Very Disappointed and wasted money.
Reviewed Oct. 10, 2019
Computer service. Took system in to have internet fixed. System has been there for 45 days and still not fixed. Last time I went in they didn't have my power cable and all files were missing from the system. They suck.
Reviewed Oct. 2, 2019
We had purchased a high-performing ASUS laptop for roughly $1700. It worked well for a few months, and then the mother board died. Since it was covered under a 1 year manufacturer warranty, we decided to make a claim to have it repaired. Unfortunately, due to the fact that it was a Best Buy exclusive model, the only way to make the claim was to submit it to the Geek Squad service. I should emphasize that we were reluctant to trust our device with Geek Squad, considering the awful stories we've heard from friends, but it was either this, or eat the price of new laptop and buy another. At the time, it made the most sense to claim the warranty and trust Geek Squad. In retrospect, this was a stupid idea, and we would have been far better off eating the cost of the laptop.
Since we had pictures of our firstborn daughter from the moment that she was literally five minutes old on this laptop, we paid $100 for a data backup before it was shipped off for repairs. Even though this was strictly a hardware issue, we wanted the extra security of having the data backed up - you know, just in case... Fast forward a couple of months. The laptop is finally returned, but the primary 256GB SSD hard drive is missing, and the secondary rotating 1TB hard drive had been wiped with a new install of Windows 10. Never mind the fact that the hard drives shouldn't have been touched at all for a motherboard repair - we had just received a "repaired" laptop that was now less powerful than the one we sent out.
After we took the laptop in to locate the missing hard drive, we discovered that not only had the hard drive "simply vanished" somewhere between the Idaho Falls branch and the service center in Kentucky, but we also learned that Geek Squad had failed to backup both hard drives. Any data that was stored on the primary, misplaced hard drive was gone forever. Geek Sqaud was so "generous" and "quick to resolve" this situation that they offered to give me a blank, identical hard drive as a replacement for the missing drive AT NO COST TO ME! It was only after I complained several times and loud enough for other customers to hear that I was finally allowed to speak to a manager, who, after a long while of assuring me that in all of his three days of being a manager for Best Buy that it couldn't possibly have been his guys that screwed up, agreed to refund the $100 for the "data backup" service.
So, the net result is that we ended up with a laptop with an unneeded reformatting, a blank SSD in place of the working one with all of our data on it, a crappy partial restore of the backup data that was only on the secondary hard drive, and a refund of $100 only after making a scene in the store. [Sarcasm warning] Good job, Geek Squad. Way to look out for your customers. Like I said, in retrospect, I should have just eaten the $1700 for the broken laptop and bought a new one. Only this time, it will never be from Best Buy. I will never trust these ** again.
Reviewed Oct. 2, 2019
I purchased an HP a computer and I asked if I can install my brother printer on there as I Need to download drivers. In the the and sales person said yes it would be no problem and proceeded to sell me the Geek Squad just in case to get help with that. I told him I need to go home and install printer and print out for work ASAP. He assured me they would help me even thought my printer was r purchased at Best Buy!! I go him I try to install my computer and it comes up as safe mode so I proceeded to call geek squad and I got hung up on twice with arrogant customer service. Told me I can’t install my printer. I said why. She said "It’s in s mode and we can’t help you with that".
So finally after being very secretive about what I should do with a computer that I was told will will be able to install drivers a and hook my printer up told me and I have to take it to store. So if you buy this HP computer you will not be able to install anything on it as it is locked on s mode. What a lie. The store told me and the lady said she don’t know how to help me as she is a level one tech and I need to talk to a higher level tech but she can’t transfer me because my computers in this s mode. So I proceeded to take it out of S mode and please transfer me now. After many many attempts she finally said "I will and it’s going to be two hour wait". I was already on the phone with them for four hours trying to get the help so This is a rip off in Best Buy.
I will not be a long-term customer anymore. I will be returning this computer tomorrow into the store and tell them they are a joke so do not buy anything. Make sure is not in an s mode!! HP 360 computer stinks is the safety mode and I was told that I could call them and they would walk me through everything and then we have to take it back into the store and I will be returning it and I will be canceling the good for nothing geek squad!! I was hung up on me. They were very arrogant and I don’t know what they’re doing for $200. It’s a rip off!!!
Reviewed Sept. 26, 2019
Purchased a TV from Best Buy online for my elderly father online. Tried to get the delivery and installation done on the same day. Impossible! Spent hours doing trying. Calls seem to be handled by call center agents who have no idea what they are doing. Put on hold multiple times for long periods of time. Even accidentally hung up on multiple times. One agent refused to let me speak to his manager. That same agent wanted a receipt number for the TV which was different from online confirmation number, and which I did not have, in order to book the delivery. Ended up waiting for delivery and then called Geek Squad (apparently a totally different company from Best Buy). This time the agent told me I needed two separate appointments, one for taking my dad's old TV off the mount on the wall and disposing of it and the other for installing the TV. WTF?
Talked to his manager who told me that he had to call me back to book the appointment. He eventually did call back and leave an appointment confirmation number on a voicemail, but not before I asked a handyman friend to install the TV for my dad. Now I am trying to cancel the Geek Squad appointment. On hold for 15 minutes and then agent told me her system was not allowing her to cancel appointment. Said she could send internal email to cancel appointment, but could not guarantee appointment would be cancelled. Ended up transferring me to another agent. On hold 40 minutes before I gave up. Went to www.geeksquad.ca to cancel appointment on chat. Agent told me they are not equipped to do that. Now I have to call back in the morning. What a nightmare. Worst customer service in the world. I highly recommend to never use this company. They clearly don't care about their customers.
Reviewed Sept. 25, 2019
My experience was terrible. My computer was having what should have been a relatively minor repair and I ended up paying for a backup of my files and programs to ensure I didn't lose anything. After my fourth trip to get the same repair completed in under a month, they called to ask if it was ok to wipe the memory of the computer after they backed up the files. Considering that is what I paid for more than a month earlier it came as a surprise that this still hadn't been done.
I was further annoyed by the fact that the password to access the computer had been changed and nobody could provide an answer as to what it now was. It took five more phone calls and a lot of guesswork before I was able to access the computer again. To make matter worse, two programs I paid for on the computer were not backed up and their replacement cost was more than quadruple what Best Buy and Geek Squad cost to make the initial repair. Actually, the cost to replace the programs was more than the computer was even worth. I have never had as poor an experience in the retail market as I have had dealing with Best Buy and Geek Squad. Save your money and go elsewhere.
Reviewed Sept. 24, 2019
I purchased a Total Tech Support from Best Buy, less than a year ago. I have attempted to get them to come and service my washer, dryer and oven. Within this year of my plan several times in the store and several times over the phone with Geek Squad they had told me they do not have anyone who travels to my area at this time. It's a scam. I have asked to be reimbursed my $200. Best says they can not reimburse, yet they sold me a service in which technicians have never been available to service my appliances. Take them to small claims court if necessary. This is exactly how you lose people's business. No integrity at all.
Reviewed Sept. 24, 2019
I was part of the original PPE warranty from Best Buy. It was amazing ya could prove ya had something wrong with your cell phone and they would do a straight exchange on the spot. In 2017 they notified me they were phasing it out & if I needed to make a claim I needed to do it now. I did. I went from my iPhone 5s to my iPhone 7. At that time they were just rolling out the GSPT. I was told if anything happened to my phone It would keep the value of the phone at the time of purchase (at that time it was $899.99) and I’d get a gift card for it instead of an exchange & I’d be responsible for obtaining my new phone.
Well last week I went to make a claim & I’ve been called a liar, hung up on by Geek Squad & told to visit the store (which btw is closed for the last 2 years). But last night I went to a different store, had the manager pull up my information & by goodnesses I’m right & they still will not honor my claim. They want to give me a refurbished phone & have me pay $699. No way. So buyer beware!!! I’ll be filing a claim with the BBB OVER THIS. I PAY MY $15 every month.
Reviewed Sept. 20, 2019
I brought a working tower into the Total Tech Support to be cleaned. Picked it up and they told me it no longer works! I brought it working. Very mad! Then I asked to cancel my total tech, I wanted a refund. They said no refunds. I said, “Why would I ever dare bring anything else after you broke my tower.” I want money back. I can’t use this service, I don't want other stuff broke! So now useless for a year. They gave me no money for my tower either! Just wanted it clean, and now I need to buy a new one!
Reviewed Sept. 20, 2019
I was basically conned into buying Geek Squad protection for my mobile device. I say conned bc the Best Buy rep lied to me saying I could go in store & have the phone changed, but when I needed to change my phone bc it was no longer working, I made a special trip (1hr drive) to my closest bestbuy just to be told I couldn't do it instore & had to call in & deal with the call centre & have it all done by mail... I also had to put a 700$ deposit on my card every time I changed the phone. Which was about 7x bc they send refurbished phones AND NOT ONE PHONE WORKED. They were all sent back bc of one issue or another. If it wasn't the battery it was the speakers sounding messed up, or the phone would constantly overheat, or sometimes it would act like it had a ghost & open apps on its own.
They do not know how to test their refurbished phones bc each was worse than the last. Even when they send you a faulty screen that cracks when you drop it a foot from the ground with a really good case, they will still charge you a 100$ accidental damage fee. Save your money & buy a new phone with your company instead. Geeksquad is a complete waste of your time & money.
Reviewed Sept. 19, 2019
First thing they never explained protection plan at BEST BUY in Edmonton, Alberta. After 2 YEARS when I already paid around $300 for cellphone protection plan plus $$$ for Screen protector now I have minor crack on my Samsung Galaxy 8+ cell phone and it gets hang some times. I called their customer care @ 1-800-433-5778. Long story short they told me to bring my phone to any BEST BUY location. So I went to the same location I bought my phone from.
The Lady @ GEEK SQUAD told me they can't do it at or from the store so I have to Call GEEK SQUAD @ 1-800-433-5778. AGGGAAAIIIINNNN. She said she can't help me with this. Alright ... then I called the # 1-800-433-5778 AGAIN. Now the lady on phone told me they will charge me around $250 to replace my phone. So I paid 400 $ for protection plan and screen protector and they will charge me 250 $ for another phone. I can easily buy a new plan with free phone with this much money So I am suggesting not to buy this kind of Protection plan from GEEK SQUAD @ BEST BUY. REALLY BAD EXPERIENCE AND WASTE OF MONEY....
Reviewed Sept. 18, 2019
Worst service I have ever had from a company. This place is brutal. I have been on the phone with them 4 times now, every single person wasted 20+ mins of my time and assured me the problem was solved (just trying to get a return shipping label sent to me) and I still don't have my shipping label. I have encountered 3 separate errors on the website which the people at the call center have no answers for. Avoid this entire company at all costs.
Reviewed Sept. 17, 2019
Hi, One of the worst experienced with Geek Squad Total tech support and best buy shop. Bought a TV at best buy location (7001 Fayetteville Rd Ste 113, Durham, NC 27713) and later once ceiling speaker were finalized then bought it at another location in (237 Crossroads Blvd, Cary, NC 27518) with total tech support to install Speaker and TV mount on the wall.
After mount the TV when geek squad guy trying to connect that port which has capability to transfer the sound to receiver, was not able to connect and he told me that port was broken you need to replace TV. As I bought the TV from Durham location and service to mount from different location then geek squad said me that you need to visit to Durham location and asked for replacement. When I went there to replace the TV, they directly denied me to return the TV and told me follow up with total tech support.
I bought the TV with Geek squad warranty and when I talked geek squad manager then they exchanged my TV. When I asked to schedule to unmount broken TV and mount the TV then geek squad manager said that you need to pay again if you need to request from Durham location. I was trying to understand does Total tech support also belong to particular location? I drove again to Best buy Cary location to schedule to mount the TV. It was very painful and very unsupportive behavior with best buy and Geek squad.
Geek squad guy used customer ladder to install ceiling speaker, they did not have ladder to reach on 12 feet ceiling. Many fingerprints of geek squad service guys found on the TV screen and moreover geek squad guys left without explain/showing any demo on TV and Ceiling speaker in first time. Very unprofessional way they installed.So many questions came in my mind after first installed: Why geek squad guy did not connect that port in first time before mount the TV which has capability to transfer the sound to receiver? He was installing all ceiling speaker and mounting TV at same day. Why geek squad guy was insisting to use fire stick for Amazon, youtube? This broken port I caught it when I told that I don't use fire stick due to slowness and I asked to play youtube directly from the TV app then
he said sound will not come into speaker. Then asked why? Then he said there in one port where it will connect it then sound will transfer to receiver.
Now he was trying to connect to that port or may be act like to connect, God know but after this experienced don’t blindly trust on geek squad services. I spent almost more than $10000 within 2-3 months on electronic items from best buy with 'geek squad total tech support' but they treated very badly with customer. Be careful and check your electronic items before they left.Regards,
Reviewed Sept. 9, 2019
I have an LG refrigerator that broke after 2 years. I bought the Geek Squad warranty so I thought I was good. They came to the house and said they couldn't fix, to talk with LG. LG can't fix it either. It's been about 6 weeks since my family has been without a refrigerator. Now we're going to have to buy another one even though we bought it from Best Buy and got the Geek Squad 5 year extended warranty. How does that happen? It's a $3,000 item and the Geek Squad warranty was another $299 I think. Useless warranty since we're forced to buy a new one. It's tough not having a refrigerator for this long.
Reviewed Sept. 8, 2019
When attempting to replace the lithium battery in my iPhone 5s, the employee with whom I met misinformed me that the battery was no longer available--if it was, it would take at least two weeks to obtain--and that I really had no intelligent choice but to upgrade to a newer iPhone. Shortly thereafter, online I discovered that this was untrue. Seeking an alternative, I found that a competing company CPR was able to replace the battery (which was on-hand) IMMEDIATELY within one hour for a nominal charge; thus demonstrating that GEEK SQUAD is dishonest and its employees MUST be receiving some type of kickback for encouraging clients to abandon their perfectly good phones to buy much more expensive newer iPhones. Thank goodness we walked out of Best Buy and made our way to the CPR store, where we learned the truth, and had our problem remedied quickly and inexpensively (with friendliness and no attitude).
Reviewed Sept. 6, 2019
The salespeople in the Hartsdale NY location are only concerned about commission. Here’s an example: I purchased a new laptop running Windows 10. It was running in something called S mode which was never explained or told to me. They added on software including antivirus. Unfortunately I can’t install it because this version of Windows restricts what you can install only from Microsoft! What a scam! THIS WAS NEVER EXPLAINED to me! Will never trust or buy from Geek Squad or Best Buy ever again.
Reviewed Sept. 5, 2019
I was told at Best Buy that this service would provide me with an in home technician within 24-48 hours of my service request. I live in Los Angeles within 2 miles of Best Buy. The first request I made took 30 minutes on the phone to schedule and after waiting for 30 more minutes on hold I was told the earliest appointment was in 10 days. The second time it was a 4 day wait and I ended up calling Hello Tech who sent someone out the same day. This is a total rip-off service and they refused to credit me for my 9 remaining months because “I should have cancelled the service within 30 days” to qualify for a refund. Do yourself a huge favor. Don’t sign up for this crap service.
Reviewed Sept. 2, 2019
Our LG refrigerator/freezer has been out for (2) months, has had (3) technicians, and a number 4 coming this week. Bought in 2016 with extended warranty. However they will NOT honor that we have a lemon. Geek Squad has been absolutely worthless in helping, but they are great at giving the run around. I am disabled, plus diabetic. Have to keep my insulin at my neighbors house. Not sure where to turn to, other than contacting the news. Or contacting an attorney, to join a class action lawsuit. Never again will we purchase anything at Best Buy, or Pacific Sales. Worst customer service I have ever seen.
Reviewed Sept. 1, 2019
These people are a major disaster. We purchased The same day a 65” TV, soundbar, surround sound and the installation. When they arrived for the appointment they said whoever entered it forgot the surround sound. So we go to the store to fix the problem and they said we had to pay for it not to mention we were at the store 3 hours. We had taken a picture for our appointment date, time, And even the installers name. The day comes and we notice 3 hours have passed and nobody has called. We call the geek squad and they say they can’t do anything you have to call the store because you don’t show an appointment. So after 2 hours we speak to a manager and they are going to refund us the money and give us the appointment we need.
Three days later I check my email they gave a complete different appointment than was discussed that day with the manager. Of course I call Geek Squad and they say "I am sorry the next appointment I have available is 10 days later." This place is horrible. Nobody knows how to do their job correctly. If they continue like that they will end up losing business. I don’t care to buy anything from them because I don’t trust them at all.
Reviewed Sept. 1, 2019
Purchased an extended warranty from Best Buy Geek Squad. Agent left out crucial information such as every home visit is $49.99 regardless of item being serviced. Was not including doing the warranty purchase information.
Reviewed Aug. 28, 2019
For the past year we have been having to deal with a ice maker in our Samsung fridge that was purchased from Best Buy, that has been repaired, replaced, resealed, & even the replacement of the thru the ice maker door. It leaks, ice builds up in it & we can’t even take the ice maker out because of it. The last 3 times A&E repair service (thru Sears) came out & each time the tech says there’s nothing they can do to repair it. Spoke with a Geek Squad supervisor named Josie today & she tells me sorry, but the tech reports that it was working when they left & until they say it’s not working, they will have to continue to come out. Apparently it doesn’t work, you’ve been coming to my home for the pass year trying to fix it. I suggest you not buy any Samsung kitchen appliance & get your service warranty through someone other than Geek Squad.
Reviewed Aug. 28, 2019
I took my laptop into the store because the wifi had stopped working and it was relatively new. Paid for the technical support and they determined it needed to be shipped to their service center. The technicians determined it needed new motherboard. Changed it but didn't put Windows product key on it or provide it in paperwork. Picked up computer and windows not activated. Took back to store and after 5 days I got the "run-a-round" that they had "escalated it" but had not heard back from the technician. Computer/technical "gurus" have a system where you must communicate through email ONLY? REALLY? Called Windows myself and was told they could fix it if I had the computer. Retrieved my computer and fixed in 20 minutes....AT NO COST! Store employees were great, heck, technician may be great, but that system is SERIOUSLY broken.
Reviewed Aug. 26, 2019
I have had Geek Squad protection on my last two PCs bought there with little to no problems, till now. I'm guessing their profits are slipping and there is pressure on the Geek Squad team to sell Total Protection services. My services were renewed annually via an email notification until this year. The tech in the store told me and other customers in my presence that people were complaining that they didn't get renewal emails this year. I didn't get mine. My theory is that since they discontinued the plan I had and now only offer a $200 a yr auto renewal plan that doesn't include hardware issues they didn't want people to know their plans expired. I witnessed a woman falling for it in my presence as I declined in store. The tech tells a manager who was passing by "got another one". To which the manager celebrates that they sold another Total Protection scam plan.
When you show up your current issue will cost about "$150" and your plan is no longer an option. So $200 sounds good, but it is a VERY limited plan that covers less than half of the prior plan AND they hook people into autorenewal so you "don't have to worry about it expiring and this happening again." True story. I witnessed it in person. Shame on Best Buy for taking advantage of people who don't understand.
Reviewed Aug. 23, 2019
I received a replacement phone on my Geek Squad Protection Plan. Two months later the phone had some hardware or system problems that will not allow me to open my camera. Since receiving my phone, the 2 year protection plan ended and Geek Squad says they can't do anything to fix or replace my broken phone. So, the protection I got was an $8 bill for 2 years and $150 deductible for a phone that lasted 2 months. I have 5 kids that will each be having cell phones soon (2 already do). Best Buy will not get any more business from me and I will let others know this is a very poor choice to make so they don't encounter a similar situation.
Reviewed Aug. 23, 2019
I have recently purchased a home security system. After a lot of research, I bought the system from Best Buy, paid the $100 to have Geek Squad come to my house and evaluate how and where they were going to install it. The appointment was supposed to be 2 pm-7 pm. They came 12:30 pm. Lucky we were home. At the end of the visit I was asked what I thought the installation fee would be. I told them that Best Buy told me $350-$400, leaving room for extra parts and wires added on to the fee. I was told I had the wrong information. The installation fee is $900...!!! He said the other price is for Geek Squad members, not me. What the...
Why on earth would I have not been given that information at time of purchase. So, to get the original quote of $400., I have to go purchase a membership plan. Then I have to go through the hassle of cancelling my membership shortly after the system is installed by Geek Squad. According to the Wikipedia site, I can terminate/cancel this plan when I want.
Reviewed Aug. 22, 2019
I bought all of my appliances from Best Buy because the warranty was the best value at the time. I have had several issues with my washer over the past three years and dealing with Geek Squad has been a nightmare. Every time I call I am on hold for a minimum of 45 minutes. Then it takes about a week to get a Technician out to my house, at which time they look at the machine and order parts. Which takes several more days to get. So basically it takes forever to fix any issue, and if the washer can’t be used this is not good, especially in my household where I do laundry everyday. I will never buy anything from Best Buy.
Reviewed Aug. 21, 2019
Trying to get Geek Squad Techs Andrew and Jason back to my house because sound bar is NOT fixed (see previous review) - on hold on 1-800-433-5778 and advised wait time 50 minutes to speak to a rep???? Really? Tried chatting online but told they couldn't help me and I needed to call 1-800-433-5778 .... I am sooo frustrated I could scream.
Reviewed Aug. 21, 2019
Laptop yearly service was automatically charged to my Citibank account causing an unpaid balance and a 80 point drop in my credit score. Trying to get Best Buy to correct this issue with Citibank and the credit bureau has been unsuccessful. I will no longer use Geek Squad or purchase any products from Best Buy and I will encourage others not to as well.
Reviewed Aug. 21, 2019
My refrigerator caught on fire due to the board blowing up. I called Geek Squad and after a series of questions including, "Can you plug it back in and see what it does," they agreed to send a tech out 3 days later! He arrived and said board was bad and it would take a week to get it. Called Best Buy nothing they can do but wait. A week goes by a different tech comes out. First guy ordered wrong part, please wait another week. Called Best Buy again, "Nothing we can do." Wait another week third tech comes out. Replaces board still doesn’t work. Need to order more parts. See you in another week. Call Best Buy still can’t do anything for you... Oh and we aren’t covering your food spoilage claim... Thanks a lot dummies. A month later still no refrigerator!
Reviewed Aug. 19, 2019
We purchased a top of the line Sony 4K TV which came with a soundbar approx 2 years ago. The soundbar worked for approx 6 months, and then stopped working and we recently contacted Geek Squad (who initially installed it) in an attempt to rectify the situation. We started by calling 1-800-433-5778 which was a joke - passed from person to person and after 10 minutes on hold, line went dead. We tried to call the (Burlington, Ontario) store but we couldn't get anyone to pick up in 3 separate attempts. Finally, we drove to store and Geek Squad Rep was easy to deal with and booked us a next day appointment for a home visit.
Jason and Andrew showed up on time, were efficient, professional and had the problem corrected within 30 minutes or so - I particularly appreciated their patience and understanding as they took the time to answer any questions I had. Jason and Andrew are GREAT representatives for the Company and I really hope Best Buy can do something tangible and meaningful for them in the way of recognition. Simply put, they are the reason I will most certainly call Geek Squad next time I require audio/visual/computer assistance.
Reviewed Aug. 19, 2019
Was overseeing an install of a senior's security camera system that was needed to capture drunken abusive couple who harassed, attacked and stole property from the elder buyer. First appt: GS sent out inexperienced hardwire techs; had to schedule another appt. Multiple appts later and the system is still not working properly. At the last appt. to address the non-working night vision camera the GS was a no show. One excuse after another as to why they are not finished or correctly working. From day one cameras had snow flurry on the screen on the night vision, can't see much of anything at night due to this. Then one camera has no night vision at all.
At least 6 trips to the store because Best Buy does not answer the phones, it goes to a call center. Dozens of calls and text to GS tech's cell phones and 95% of time no callback. Last few calls or text to installer and supervisor went unanswered as well. Install tech said he would research poor quality security camera system since Night Owl customer service does not respond either, even after sending requested photos and video of problems. Missing jewelry and smart mouth remark from installer over the accusations. Holes left in siding and not filled, and those that got filled were filled with non-paintable silicone! Now have to pay to have that fixed so the house can be painted.
Almost $1000 or more for a ** system that does not work correctly and because of said camera issues the drunken neighbor that is abusive and harasses seniors and the elderly was not caught on camera when he shined his laser pointer light in my eyes when I was asked over to check the outdoor motion detector light, blinding me and causing me to fall that resulted in a broken ankle and leg! 10 months later and still no repair to the security camera system after dozens of in store visits to store manager, phone calls and text. This doesnt even cover the calls and in store visits by the buyer of the system. Buyer beware!
Reviewed Aug. 16, 2019
I took my computer that was knock out due to a lightning strike and to see if it could be fixed but it was fried. What the Geek Squad did do for me is load all my old stuff from my fried computer into a new one I bought there for a good deal I might add. And only charged me $80.00. So with the headache I was looking at without all my info and they got it done in only 2 day. Very impressed. Thank you Geek Squad in Farragut TN for a job well done.
Reviewed Aug. 14, 2019
I bought a 5 year extended warranty with my LG refrigerator in 2017. I had a problem with it and a Geek Squad tech came out to the house. We were told the problem was in a sealed system that they can’t replace and we were advised to call LG. I’m not sure why I paid $299.99 for a 5 year warranty. I looked at the paperwork and it appears that issues involving regular wear should be covered. This was a worthless expense and I’m really disappointed.
Reviewed Aug. 10, 2019
I have been paying for them 4 years then with the first issue with my device they want to charge me. They are using the original device warranty then will let you pay again after that. Don't waste your money. If I saved what I paid for then I would buy a new device now.
Reviewed Aug. 8, 2019
First of all I did not go through with the service. I have been trying to boot my new PC Build's operating system however I was having trouble doing so using the Bootcamp Assistant on my Mac. I asked him to do that for me and he said I had to have a key. I already bought the key and then he told me because I had a key that the service wouldn't be free. I said of course I know I was expecting it to be $20 at the max to do the simple and FREE (Free if you had another Windows system) task at hand. He told no it would be more over around $100+ dollars. I said thanks for the no help and later went to a cousin's house and did the process COMPLETELY FREE. He also booted my PC and stared at it after I told him it does not have an operating system. Like what did you expect. The experience from this guy was untrustworthy and would not look for any assistance from these people and their completely asinine rates.
Reviewed Aug. 8, 2019
We have had Geek Squad out 5 times. The last two times, they sent A&E Factory Service. The guy who came took one look at my washer and said it cannot be repaired but would not give me a written notice. He was very ugly to me. Would not look me in the eye. Then he wrote down I had overloaded the washer and it was my fault. He never touched the washer. Then Geek Squad says they have to send another repairman out for a second opinion. They had already told me if it was the same problem again, my washer would qualify as a lemon. But the repairman chose to be disrespectful and lie for some reason, and refused to give me something in writing that it could not be fixed. I am done with Best Buy!! Elite member 7 years now. No more!
Reviewed July 30, 2019
I purchased a Ring doorbell and cameras. Install for the doorbell was to be today 12-4pm. I started calling at 3pm to confirm they were coming. I held for 12 minutes and was hung up on when someone finally answered. Called back and was transferred 3 times, each time the person telling me the next person could help me which none of them could and I was told I was in the wrong department, even though the install was through Geek Squad and I was on the phone with Geek Squad. They told me I had to go through Home Theater. Why? I have no idea.
I initially was transferred to existing orders, then installations, then the Geek Squad and then told I had to speak to Home Theater. After another 20 minutes on hold I just hung up. A total of 1 hour on the phone with no one to help me. I will be returning the $800 worth of product to the store and cancelling the next install for Friday. Best Buy at one time was the best in the business, now they are just horrible customer service. Will never purchase from them again.
Reviewed July 29, 2019
I have ASUS Zenbook and I gave it to Geek Squad as one of the hinges is wobbling. I got my laptop back in the wrong condition. They bent my laptop on the right side. When I try to close the laptop, I could see a gap between screen and keypad. Next, to one of the hinge, the covering of the laptop is popping out. Such a poor service from geek squad, I am totally dissatisfied with the service.
Reviewed July 29, 2019
After I spent many, many hours on the phone with multiple technicians, my problem (new driver software for a just-purchased printer/all-in-one), I made an appointment for an in-home service call, priced at $49.99. Be careful!! I thought that I could have the in-home technician, when he/she came, look at both my driver software and another issue with my Mac. Gotcha! That triggers TWO service fees of $49.99. So the definition of service is NOT per service call. It is, in my view, inaccurate for Best Buy to call this service unlimited.
Furthermore, when I scheduled an in-home appointment, the first available was two weeks away. So in addition, possibly, to paying multiple service fees PER VISIT, be prepared to wait a considerable time before the visit can be scheduled. Before my membership -- which I shall not renew -- runs out, I intend to take advantage of it as much as possible. If you buy this plan, make sure you try to get your money's worth. I assure you that Best Buy is trying hard to get ITS money out of you.
Reviewed July 28, 2019
I have been a long time customer of Best Buy / Geek Squad. I had purchased a new laptop in 2015, got all the bells and whistles with it, including 3 years of geek squad service and 1 year webroot. A year later I received emails to renew the geek squad and Webroot, so naturally I paid them (forgetting I purchased 3 yrs for the geek squad). Well at the end of 3 years, they had emailed me to pay 199.99 for the geek squad and I had called them stating I had never paid that much before, why now?
They more or less just said that's the price. Well, come to find out, I was paying on an old laptop that I no longer had and they didn't think to mention it to me (I realized when I went through some of my old emails). When I brought it to their attention, they basically said oh well, there's nothing we can do for you! Wow, what happened to customer service? They have lost another customer, will never purchase anything from them again, no wonder they’re going out of business. Stay away!
Reviewed July 27, 2019
I have been a longtime Geek Squad member who has seen its dismal decline into the pits of customer service over the past two years. They used to be fun and tech driven. Now they are uninformed and down right rude to paying customers. Latest blunder was a Tech who shut down my Webroot Antivirus unbeknownst to me. Two hours after care my computer started showing signs of infection. I called and was block by a front line tech one from talking with a Level two so I had to endure the cue again to get away from the Svengali. Sure enough my Antivirus was off when I finally got through. Since then I have had 10 calls involving hangups on their part when they do not know how to deal with something they caused. They are filled with "I am sorry's for the inconveniences" but they are not. They are very concerned about their evals anything under an 8 is failing they tell me.
Otherwise they could give a crap about your issues even when they cause them by failing to protect your computer. Awful, dishonest, incompetent tech support.... But hey, as they say, "No worries," save your money. Geek Squad absolutely sucks now. You'll only be paying to be verbally abused by pretend computer tech experts who are deflecting onto you hoping that you will not see their ignorance. P.S. The dysfunction starts at the top, Quality management will always rule against the customer and they'll accuse you of not telling the truth. I ask you why would I need to lie when I need to have my computer fix from what they can see they have done in the computer's history? They are ridiculous!!! And they do not keep notes so be prepared to be their secretary as they eat up hours of your life that you will never get back slaving for them to fix your tech issues.
Reviewed July 24, 2019
I had bought a Samsung NU8500 65" Curve TV from Best Buy and I went ahead and bought the extended 5 yr. warranty with it for like 300.00 more and after 7 months of having the TV there popped up a red vertical line on the left side of the TV. So I called Geek Squad and they came over to my home and diagnosed it as a bad display and ordered me a new one so I had to wait another week and a half for it to come in.
They then came back and replaced the display and put the TV back together and after getting it back on the TV mount stand of mine they turned it on and no red line and I have my TV back and everything works. I am glad I had them and I had nothing to worry about knowing the Samsung company covered the warranty and I still have my 5 year warranty as well. Thanks! Geek Squad.
Reviewed July 23, 2019
Have you ever wondered what happened to the Keystone Cops? They are now the Geek Squad. They claim to have insurance which is a total fraud... One TV fell off the wall. We were told to call their insurance company. They do not return calls and hang up if you get them. Service contract is not worth the paper it is printed on. Customer Service is a joke. You just get passed from person to person and hope you give up and go away. My advice do not deal with Best Buy or the Geek Squad.
Reviewed July 22, 2019
I used Geek Squad years ago and was happy so I recommended my mom use them as well with setting up her new computer. Big mistake! Horrible communication and here was my experience: computer and tech support ($200 for one year!) were purchased 1pm on a Wednesday but I had to drive the 30 minutes back to the store the following evening because I couldn't drop off the computer when I actually purchased it but had to make an appointment to take 10 minutes to drop off the computer the following night. It was dropped off at 5pm on Thursday where it sat on the shelf and no one touched it until Saturday which is odd since I was told it would be ready Saturday morning.
I tried calling over and over and over again and no one answered. I finally called Best Buy at 3pm on Saturday and got someone to go physically get someone at Geek Squad to get on the phone with me who explained he just finished updates but couldn't download Office since I didn't have an account. Why wasn't this asked of me when I dropped the computer off and we could have set it up then so that the computer would be 100% ready to go? So then it got really fun when he said "So you can come in Monday night at 8:40pm to pick up your computer and we'll get Office installed. Monday at 8:40pm?? But it's ready now.... at 3pm on Saturday. But no... I have to schedule yet another appointment to get this picked up. I will be going to other computer service places from now on!
Reviewed July 21, 2019
The Geek Protection plan used to be prorated when used. That is no longer the case. I've purchased multiple fitness devices over the last 5 yrs. None have lasted longer than 1 yr, due to various issues. Up until about 1 yr ago I never had to pay for a new plan. At that time I was told that they no longer do a prorate. It had been less than a year with the new Garmin. 9 months later, same thing happened...new Garmin, new plan. Now 6 weeks - yes, 6 WEEKS after receiving a new Garmin and paying for another plan I am told I have to buy ANOTHER new plan! Keep in mind - the plan is approx. 40% of the new Garmin price. And, these devices...Best Buy sends them back to the manufacturer & gets $$ back anyway. Best Buy is really just taking advantage of customers. When they complain about Amazon taking away their business; they need to look internally.
Reviewed July 19, 2019
We called the Geek Squad to repair our 65” Vizio TV. We told them on the phone that the infrared sensor was out. We had already done troubleshooting with Vizio. We were told the technician would troubleshoot the problem, give us an estimate to repair and order the parts if we agreed. The technician came and said something was out in the TV and said there was nothing he could do. He said if we were a Geek Member ($200-) the repair would $200- more plus parts. He offered us nothing. He did not even open the TV or tell us what parts we needed. He was here 10 minutes. I was and am furious. Why would I pay $108.24 if they could not order parts. The agent lied. Don’t use the Geek Squad!
Reviewed July 16, 2019
Geek Squad refuses to acknowledge that Pixel 2 XL has a design issue, which causes recordings to have a static noise in the background. I got 4 replacement phones from them, and all of them had the same problem. Yet, they refuse me to reimburse me. Do yourself a favour and do not spend your hard-earned money on a Geek Squad plan.
Reviewed July 8, 2019
After hundreds of $'s in monthly fees, I needed a fix. Two keys came off the keyboard, I have them, just couldn't snap them back in place. Took the computer to Geek Squad because they said on the phone you can't make appointments. Told at the store in Metrotown, Burnaby, it would be two weeks to fix. It's a 7-minute job that takes them two weeks?!? I had to wait, with my two children, 15 minutes for them to even attend me. After telling me this I said I'll manage with my brand new laptop missing two keys and they gave not a flip, turned heal, and went back to doing nothing. USELESS WASTE OF MONEY, TIME, RESOURCES, PATIENCE AND EFFECTIVENESS!!!!
Reviewed July 2, 2019
My computer would not allow my Safari to load and I didn't have a back-up loaded. I called Geek Squad on Sunday, June 30th, for assistance. After being transferred to over 5 people, I finally was walked thru many screens for well over an hour to finally being told someone would need to come out Monday, July 1st. Needless to say, my computer wasn't any better off. I called Apple and they identified it as a malware problem and had it repaired in 30 minutes!! And, being a Mac owner, it didn't cost me a thing! The Geek Squad was going to charge me $199 for fixing it over the phone and another approximately $30 when the tech came to the house.
I called them back on Sunday and cancelled the Monday appointment. I have attempted to call them (a guy called Jason) for the last 2 days. I've called 4 times and was told Jason would call me back in an hour. After being told this 4 times and not receiving a call-back, I called my credit card company to make sure the charge was cancelled with a dispute filed. If you own a Mac, call Apple.
Reviewed July 1, 2019
My Order # is **. Here is my tale of shoddy service for my LG washer, after many phone hours and complaints, without even an appointment for service after more than a week: My wife and I bought a high end LG washer and dryer from Best Buy, San Rafael CA in February 2019 and also purchased an extended warranty. On June 23, 2019, the Washer began leaking a lot of water from the bottom so that we couldn’t use it.
The next business day – Monday, June 24 – I called customer care at 888-237-8289 (or 866-258-7379) and was on hold for 25 minutes. Finally got Agent Bob. He tried but could not find an available service person for my area, Greenbrae, CA. The problem apparently was because I had an LG. So he referred me to Best Buy “Special Forces”. Again, on hold for 20-25 minutes. Another Agent – a female, after 10 minutes of trying, - told me that someone would call me with an appointment because Geek Squad could not handle my problem. Later that day I received an e-mail from Best Buy “cancelling” my apt (which was never made).
That same day – Monday - I called Customer Care again because my non existent apt had been cancelled/ on hold again for some time. Finally, get another agent (male) who was very apologetic and after some time told me that Geek Squad or Best Buy Special Forces could not address my problem and that I had to go to the manufacturer, LG, for some reason. I asked to speak to a manager but he told me, after some time on hold, that no one was available and that I had to call Special Forces (which he had originally said couldn’t handle it). I refused without having Agent? Connect me directly with Special Forces. He then again put me on hold and after a few minutes came back on to tell me that Special Forces had agreed to contact a service provider and that I would be contacted with the appointment information (WOW).
The next day Tuesday, someone (Mark?) from Best Buy called and told me that Electric Express Appliances, a local company, would be calling me to make an appointment / I was exhausted but relieved. He said it might be 24-48 hours before they contacted me. He gave me the Special Forces # at 8776-659-5071 and my order # as **. Now it’s Thursday, June 27 and I still haven’t heard from Electric Express. So I call them. After bouncing around, I’m told that they received a work order from Best Buy but that they don’t service LG in my area. I then call Special Forces. On hold for a long time.
So I call Customer Care and get Agent KK. She’s very helpful and even contacts Electric Express but after 10 or so minutes again tells me that Electric Express won’t handle my problem but assured me that Special Forces would call me with an apt. I told her that I wanted to complain and she took a formal complaint over the phone and told me that a supervisor would be calling me.
It’s now Monday July 1. No call from special forces and no contact from a supervisor and, of course, still no apt to fix my washer. Never have I experienced such terrible service. On the phone for several hours. Refused permission to make a complaint. Finally made a complaint but have not heard anything. And, of course, again, still no apt to fix our unusable washer. What a waste of $ for the appliance and for an extended warranty. I will be sending this letter to LG because they should be aware that you are not servicing their units.
Reviewed June 30, 2019
Surface Pro would not charge.. It was under warranty so Geek Squad said they would send it out to see what the problem is. It’s been 2 weeks and it is still sitting in some repair center. I will never purchase anything from Best Buy again.
Reviewed June 29, 2019
I'm completely disappointed with Geek Squad (and Best Buy as well). Best Buy, through its sales representative, sold me a warranty that had a completely different approach compared to the story that was told me when I purchased it. Geek Squad sent a replacement refurbished device that wasn't working - TWICE, and in a ROW. I called to open the third inquiry and the person on the other side said I can not assume the quality assurance control does not work properly. If there was one - or even if they cared about my satisfaction - the odds of receiving a non-working refurbished device, twice in a row, would be smaller than winning a lottery. All they offered me was the third attempt. It is so, so frustrating. I would never recommend any warranty from Best Buy for my friends. All I wanted was a chance to get a new phone, same model, and return all the three non-working devices I have with me now.
Reviewed June 23, 2019
My TV which was purchase 12/30/17 which is under warranty and was repaired last week is now crapping out on me again and guess what? No longer under warranty according to Geek Squad. Avoid them like the plague. They now said the warranty I paid for is no longer good because THEY put parts into the repair over the value of the TV. Guess what? You had the option to just replace the tv. I told you I would be the thorn in your side and now everyone everywhere will now know to avoid you and your "warranty". You won't stand by your word but I will stand by mine. B.B.B, Consumer Affairs and FTC will know about your complete failure to hold up to your warranty. If I pay for 2 years of warranty I expect 2 years of warranty. Not a year and a half a broken tv and to be hung up by your "customer service after being on hold for a hour. Worst buy and the Cheap Squad decided they were no longer going to honor a warranty so no more Mr. Nice Guy.
Reviewed June 19, 2019
I was told when I purchased my phone that their protection plan "is better than Verizon's insurance because your phone can be repaired locally and you have your same phone back in just a few hours." Now I've gotten so many versions of "what they meant" by that, I can't keep up. One of the excuses they actually gave me was that they meant I could take it to a third party repair shop and get it repaired and returned the same day. That makes zero sense. Why the hell would I pay for monthly Geek Squad insurance if I could just take it to a third party repair shop and pay the exact same price I would pay without the insurance?
The phone is fully operational, just has a series of spiderweb cracks across the screen. All I need is a new piece of glass on the front of the phone. If I want to drive 4.5 hours one way to the closest "local" Best Buy that is authorized to service Samsung products, I can get the screen replaced for $59. Otherwise, I have to make an appointment to go in to a store just to pay $199 to send my phone off and maybe get a refurbished phone in its place. A phone that I already paid full price (at release) + $130 of insurance for. A phone that I can currently buy brand new for only $250 more than the service fee to replace it. My fault for believing the associates were telling me the truth. Lesson learned. I will never purchase another Geek Squad protection plan.
Reviewed June 18, 2019
Talked to 2 people in support about my tracking of my phone. Was supposed to go to my house, but said it was stopped at UPS for a new address. When I called Geek Squad, the first lady said she was calling UPS and put me on hold for 10 min. Came back and said she talked to them but said I should call UPS to ask them. What was the point of her calling???? I asked for someone higher up and she hung up on me. Called again and the next lady tells me she talked to the first lady and it is coming to my home address. I asked for the 1st lady's name. She didn't know it? She just talked to her she told me! She guaranteed it was going to my house after checking. Surprise... it's not, it's going to a UPS store. Terrible service. They do not know what they are doing. No support whatsoever!
Reviewed June 9, 2019
Initially I took the TV in for a Netflix problem. Instructions were to reset TV to original settings and update all apps. This was done. Netflix appeared to be working. I took it home, plugged it in and screen said check external input or another input using the INPUT button. I could not choose the TV input, only the HDMI inputs. I was told both times I called back to use the chat on Geek Squad. Geek Squad chat was not helpful. By now I have spent several hours and a lot of tension on this issue. I am ready to walk into the store and make a big stink.
This is not the first time I had to use my extended warranty. Last year I had an issue, and they decided to send the TV to the factory for analysis and repair. I was told it would take 2-3 weeks, but it took 6! All it turned out to be was the remote needed replacing! Are these guys even trained? I will try Fry's or someone else with the next purchase. I was even wondering if Best Buy was selling inferior equipment. I have friends that went to Target or Costco, took the TV home and plugged it in, and never any problems!
Reviewed June 3, 2019
We purchase the protection plan for our fridge an LG. I called on Monday May 27th. They schedule for May 29th. The tech submitted the order of two parts for the fridge and set up an app. for Monday June 3rd. The tech stopped home and had to reschedule because the Geek Squad have not approve the parts. I have small children whom eat a lot of dairy products. This is a really big trouble for us. We been buying food daily to avoid spoil and all our frozen food got rotten. We are wasting not only time but a lot of money on food. They have a form to fill out for food spoilage to a limit of $200.00, the food that was rotten was already close to $400.00, plus all the daily food we have to buy. The $200.00 is a joke. I been on the phone with them for 48min and still no one knows what is going on. Such a Horror, we live on a budget and this is such a horrible situation.
Reviewed June 1, 2019
I was charged $150 for them to help with the installation of the new TV from Best Buy. They were unable to hook up the TV via an Ethernet connection and told me it was a software problem which needed to be updated and would take a few hours to perform so they left. 20 minutes later the update was completed but the Ethernet still could not be connected. When I tried to call them I had to wait 45 minutes on hold for someone to answer the call. They said they could come out in 6 days to look at the TV. I told them I was probably just going to return the TV due to the expensive and poor service. Great TV but horrible service.
Reviewed May 31, 2019
I use to buy everything that I could at Best Buy because of the warranty of the Geek Squad support. I use to be an elite member until they started giving crappy service and support. Now I won’t purchase anything from them because of how bad their service has gotten!!!! They have lost me as a customer and it looks like a lot more people!!!!
Reviewed May 25, 2019
We bought a front load LG Washing Machine from Best Buy 2.5 years ago and have the Geek Squad protection plan. Our washing machine has been inoperable 2 times (so far). It took the Geek Squad 2 appts the first time to get it fixed. Now that our washer quit working for second time, the Geek Squad gave us a 4 hour window 7 days later to fix it. Yet, once the long awaited appointment day came, we did not have our technician show up. When we called Best Buy/Geek Squad, we were told it was because our parts didn't ship correctly and they'd have to ship them again. When my husband asked if the parts had been expedited -- Best Buy/Geek Squad said they were not and, in fact, days after realizing our parts needed to be re-shipped, they have not yet sent them out. Furthermore, because of the holiday, we were told it will "likely" be another 3 days before they are actually mailed.
So, because of all this, we have been placed once again at the back of the line to wait another week for our 4-hour window in the hopes stars will align, parts will show up, technicians will arrive and our washing machine will be fixed. I love that Amazon can ship items to me in 1-2 days and I'm able to track the progress to my door. Yet, with Best Buy/Geek Squad, I'm just flying blind and hoping they will deliver what they promise this week...even though they didn't last week. There is no sense of urgency and I think people should realize this before making the same mistake we did in purchasing at Best Buy/Geek Squad.
Reviewed May 10, 2019
I'm having an error on my computer's start up. After two hours of watching a tech try to remove the temporary file causing the issue via remote access. And with no success after multiple restarts (error persisting on every restart). Then the tech goes into services under msconfig and disables ALL non-Microsoft services (over 30 of them... with the exception of the GeekSquad "LogmeIn Rescue" service which allows the tech to chat with me). The tech then restarts the PC one last time and tells me he's done with all 30+ services still disabled, what a farce...
Reviewed May 8, 2019
I would not recommend paying for a warranty through Geek Squad for a washing machine. I called Geek Squad on 5/7/19 to have a technician come out because my 1 year old Samsung Washing Machine stopped operating and won't drain water. Geek Squad advised their first available appointment is 5/9 and they have availability on 5/10. I set up an appointment for 5/10 from 12-4 PM, mind you they only offer a 4 hour window for the technician to come out. I then get a call on the next day 5/8 from one of their vendors, AIG. AIG states they have no availability until 5/15 (over a week from when I originally called). They stated that Geek Squad did not check with them first to confirm their availability.
When I called Geek Squad back to let them know there is miscommunication going on between them and their vendor, they transferred my call around without advising me or the next agent on what is going on. I had to repeat myself several times. Secondly, when I get to a Supervisor his response is I will leave a note of your call. They showed no concern in trying to take action that their vendor meet some type of decent service level agreement. They showed no concern in trying to bridge the gap of miscommunication between scheduling appointments. Their quality assurance in handling the call was very poor.
When I called Geek Squad back to let them know there is miscommunication going on between them and their vendor, they transferred my call around without advising me or the next agent on what is going on. I had to repeat myself several times. Secondly, when I get to a Supervisor his response is I will leave a note of your call. They showed no concern in trying to take action that their vendor meet some type of decent service level agreement. They showed no concern in trying to bridge the gap of miscommunication between scheduling appointments. Their quality assurance in handling the call was very poor.
Reviewed May 1, 2019
I was given an appointment to calibrate our new TV, of May 1 with a window of 9 a.m. to 2 p.m. I called around noon as I hadn't heard from anyone. Agent said she would email the technician. At 1:30 I called back, still not having heard anything. Now I am being told the appointment was cancelled by a Geek Squad person an hour ago and NO ONE CALLED ME!!! Now I wait for someone to call me to give me my options. I have paid for this service, waited in basically all day and no one had the courtesy to tell me the appointment was cancelled and why. Very dissatisfied.
Reviewed May 1, 2019
Caleb at the Geek Squad chat kept me waiting 50 minutes after initiating contact, to check on whether my Dell laptop battery was covered by Geek Squad or my Best Buy warranty (which it ought to be) and after receiving all my info, like phone number, type of laptop, date of purchase, date of Geek Squad renewal, finally said go to Best Buy and stopped the chat. The whole point of using the online service is so one doesn't have to cross the entire island of Oahu pointlessly. This was a wasted 50 minutes and I couldn't get the simplest info from Caleb.
Reviewed April 28, 2019
I bought HP Laptop on 21st March Best Buy, took Protection Plan as the Sales agent told me I would be covered for any type of damages. He never informed me that if I want to cancel this plan, I would be charged for "Cancellation fees" which is a MISINFORMATION. Now I am in the process of taking Home Insurance from IA which covers all my belongings against any damage... Why should I pay extra protection when I am already protected of all things in my Home as well as Car... which I explained to Geek Squad Customer Support executive and their supervisor Frank: Employee ID : **. He just told me, that I need to go back all the way to Best Buy in order to cancel that plan if I don't want the cancellation fees to be applied.
Supervisor didn't even tried to give any solution... This is ridiculous Customer service. They just want to put their customers in trouble only so that customers wouldn't cancel the plan and give their money in their pocket. I am looking the way to take legal action against Geek Squad and Best Buy. They badly need legal lesson. Prabhjot **.
Reviewed April 26, 2019
Anti Apple Brand! Just would give everyone heads up about their service for Apple products! I bought Apple iPhone 6 from Best Buy with this company's Warranty. They fixed my broken screen phone after a year (It took 15 days to repair and costs around 100-150 CAD). When I went to Apple store to check my phone's battery, They avoid to fix my phone because of FAKE screen and body that Geek Guys put on my phone! I couldn't sell the phone and even exchange with Apple as they did not consider my phone as an Apple product anymore. Can you understand the feeling of a young guy who is under the plan of phone but can't use it anymore! If you look at the back of your phone after repair, You are not going to see any code anymore. I called them and asked for help but they said it's Apple's problem not them. But who's lost?? Innocent customer who fooled by GOD of Advertisements. My phone was freezing every 5 minutes so I throw it away.
Reviewed April 25, 2019
Summary: Geek Squad service is the worst! Not just slow, arrogant, spend lost of time talking shop and personal life to each other, all while they are uninterested in customer service. Worst of all, they make it incredible difficult to get service from them, and even more difficult to cancel the protection plans. This is extremely abusive to customers and in my view the single worst contract service I've ever paid for. I will never get another plan from Best Buy.
Background and reason: I purchased two Samsung S7 phones in 2015 through Best Buy (Telus). I purchased the Geek Squad protection plan. That was the worst decision for service I have ever made. On three occasions I went in to the Best Buy Kanata Centrum location 745 Kanata Ave to have the screen cover replaced as part of the service offering. Geek Squad tech had me wait 15 min before speaking to me. After my request, they said they needed the receipt. I asked if they could do it with the phone number. He said no. I went to customer service to print the original receipt copy. Brought it to Geek Squad and they replaced it in about 20 min, however they were not busy and were just talking amongst themselves. Right then I asked about cancelling the plan, they said I had to call the 1-800 number or do it online (btw: Online it says you can go into a store to do it).
The next time I went to have the screen replaced a year or more later, no one from Geek Squad was available for 30 min. I asked a Best Buy employee that asked another employee if they could inquire... When someone arrived from Geek Squad he said he had a number of customers ahead of me and told me it would take a while (I was confused, it didn't look that busy, but ok). I asked if I should come back later, and he said yes, and I asked when? He said, "It's hard to say." WTF!
I went back yesterday more than a year later (24 April - 2019) to try and get a new protection screen cover. I waited patiently as the tech in the back was out of sight from the open window, so I peeked around the corner and asked if she was open for service as I sat there. She said yes but seemed annoyed. Then she turned around with her back facing me, doing something for 10 minutes. I finally spoke up and asked her if she was going to provide some service or help for me. She looked confused and said "Yes, someone will be coming." LOOOOL - what do you mean. I thought to myself. I thanked her and said, "I've would have liked to have known that 10 min ago too. I think I will just go."
To note, I had since replaced the both of the phones with newer phones but wanted get a new screen cover before I canceled the protection plan contract of $30/month for the both phones and to prepare the older S7 phone to give away. When I called the 1-800-433-5778 (Geek Squad) when they answered she said they had no record of my protection plan or phone or information and couldn't help me (for services like cancelling my plan 30$/month (total of $1078).
I had a heated conversation with the representative stating that they knew my name address and credit card information because I was billed a total of $1078+ dollars, She finally said she could cancel one of the phones only. I called this morning and waited 30 minutes on hold at 7:00 am and finally spoke to another rep that said she needed the IMEI in order to cancel the phone even though she found my email and address information (credit card) I gave her the IMEI (*#06#) and she said it was canceled, but she said she could not cancel the other phone without the IMEI number. I asked what if it doesn't work or was stolen. She said I had to go into a store and have the receipt printed... and then given it to them. She said the one protection plan was cancelled.
However, I did not receive any email confirmation - why not? Since the other phone was with my son 45 min away. I called again. Got another rep and said the other phone will not turn on (with my son in University) and he said he could cancel it without the IMEI. The gentleman cancelled it. Again, no email confirmation.
Reviewed April 24, 2019
I have been having a problem with my TV since 2016! Geek Squad is the absolute worst. They never call back when they say they will. I've gotten to the point where I've had to call the insurance company and bypass Geek Squad all together. Still waiting as Assurant is not that much better so far. But we'll see in the coming days what they are finally going to do about it. 3rd tech this month. Let's see if this one has a brain.