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Seth of the Geek Squad met me at the door in Sherman Texas. Nice touch! I requested an appointment through the national Best Buy contact to determine if the LG sound bar was working properly. Seth told me how to hook up the sound bar and even drew a diagram. But what I wanted was for Seth to test the sound bar to see if it was working properly. Seth stated that he could not do that without the proper equipment. He returned the sound bar to me with instructions to reconnect the sound bar and make another appointment if it did not work. I wonder why I drove 15 miles for that service.
Horrible experience all around!! Called in for customer support only to be hung up on three times - I have escalated my case twice with having them confirm someone will call me "within 24hours"... It's been 5 days and I have called twice to re-escalate. One of the customer support employees has been incredibly rude, calling me a liar and laughing about my issue. I have wasted so much time and energy trying to get a simple warranty claim resolved. HORRIBLE experience. DO NOT USE THEM.
Presently on hold with Geek Squad rep Chad for second time (18 minutes and counting), first time they hung up. Also online in chat for tech since 11:37 a.m. (It is now 2:24 pm.) Not sure I will ever get help.
Tried to get my dead tv replaced for two weeks after only a year of use. Two year service contract that they do everything they can to avoid honoring. They can’t fix tv and need to replace the value. Don’t buy Best Buy Geek Squad service. It is a waste of money.
Their online support is just awful. I called because iCloud contacts were not syncing with Outlook. Their tier one support couldn't help so he had to send the issue to another agent. They do this electronically. After three hours, the next agent hadn't come online yet so I went to bed. The next morning I woke up and saw that an agent said 'Outlook is fixed'. Well, Outlook was working but still was not syncing with iCloud. I called back. Same drill. 45 minutes later another agent came on, ran some automated fixes and then disconnected the session! I called back and asked for a supervisor. They said one would call me back in 20 minutes. 1 hour later, no call. I called back. The tier one tech spend 45 minutes dinking with it, couldn't help and sent me to another tech which came on 30 minutes later. She ran a number of processes and caused my system to reboot and then was gone. Thus far, I've wasted over 7 hours and am no farther ahead. This is AWFUL support.
According to the Best Buy website they are no longer accepting reviews. The option to purchase a Geek Squad Total Tech plan is "sold out" - hmmmm. I wonder why. This company pumped the masses with their nifty black ties and geeky glasses only to leave us support-less. Every time I call they have a problem looking up my acct. It's 6pm; takes them about 20 mins of explanation of 'I pay for the service but it's under my mother's name/phone' for them to understand and locate the acct. Apparently, very confusing for smart techy people to figure out.
After dealing with the first line of defense, the 'Geeky Phone Rep' took 1 hour just to open a work order, and have me transferred (at 7pm) to the live online agent chat room. OMG! Seriously, it's 8:43pm and I'm still waiting for the live agent to come online to the chat. No joke! I call Best Buy, speak to another 'Geeky Phone Rep' who (after 15 min of explaining - to locate the acct) tells me 'Oh yes, I see your ticket/work order, it's in queue for the next available agent'. Ok, how long? I've been waiting for 1 hour and 1/2 hours. 'Well, we are experience a very high volume and wait times can be up to 200 minutes' ---- :0. What!?!? How is this service? How is this acceptable? How is this worth $200 a yr???? I wrote this review, and guess what it's 8:52pm and the agent is still not on the chat room to help me. BUYER BWARE - oh wait ----> no worries the service is SOLD OUT.
I want to express my appreciation for the service that Brandon ** provided for me through my Best Buy Beta Service Program yesterday, 8/23/21, a Sunday afternoon. I was on the phone for almost 2 hours yesterday before I got through to Brandon. He was able to correct an issue that I was having that others, including Verizon's tech support, were unable to correct. It took Brandon about 15 minutes to diagnose and correct the issue I was having with my Google Messages app and my wife's Apple messaging app... I won't go into the details... but it was involved... I told Brandon that I wanted to speak to someone about his professional, knowledgeable, and considerate assistance. Brandon has greatly contributed to me being a raving fan of Best Buy, including, especially including the Geek Squad assistance I receive from Best Buy.
This is the second time that Best Buy's Geek Squad team provided invaluable service to me when Verizon's advanced technical support team abandoned me because they were closed when I needed them. When the Verizon Technical Support rep was unable to take care of my issue yesterday, he transferred my call to the advanced Verizon technical support team... I received a voicemail greeting that that department was closed... Best Buy wasn't closed... So, I called back to Best Buy and got Brandon. Thank you, Best Buy, Thank you, Best Buy, Thank you, Best Buy... And Thank you, Brandon, for being able to provide the advanced level of support you were able to provide... It's difficult to express my deep appreciation for this... Over and over and over again, I am becoming more and more a raving fan of Best Buy... with the Beta program, the in-store assistance and purchases and the Geek Squad Technical Support!
After making a reservation over the phone with Geek Squad to repair my HP printer, I show up at the Danbury office today which was obviously overbooked and due to the storm they probably wanted to be done with their day and leave as quickly as possible. I wait in line and when it's my turn I tell the representative that I had a reservation and immediately when he saw me holding my printer he directed me to go to customer service to return it rather than even ask what the issue was.
I told him that I had not bought the printer at Best Buy and that I had spoken to a Geek Squad associate over the phone who had booked my reservation so that they could look at my printer because the printer was displaying a paper jam error which it obviously wasn't so I knew that there had to be a bigger issue. The gentleman that tended to me obviously did not want to deal with the situation so after telling him I had not bought the printer there, took it to a desk looked at it quickly said there was no paper jam (which I knew there wasn't) and said there was nothing they could do they could do to the printer and that it had reached its life.
This was a complete waste of my time as I had driven 45 minutes to get there and they had not taken the time to even look at it properly because they obviously did not want to be bothered with my situation. It was never plugged in to even see the error message. This is the 1st and last time I will try Geek Squad. Waste of my time since they had no interest in assisting me whatsoever. Not sure who needs to be trained properly whether it is the associate who was rushing me out of the store or the associate that I addressed my concerns with over the phone who scheduled the reservation. Very disappointing.
Purchased an OLED TV from someone through Facebook around May 21' who originally purchased it from Best Buy in Nov 2020. Also purchased from him the Geek Squad plan after confirming with best buy that it was transferable. Geek Squad sent an email 2 days later confirming me as the current owner of the plan. Few months down the road I noticed the black color was distorted and checked with Geek Squad to which they said they will repair it not replace. Not liking the idea of repair I decided to get a new one from another brand and asked them to cancel the protection plan to which they said they'll issue a refund of 173.06.
Since the plan was transferred to me (being the current owner of the protection plan) they said they'll have to issue a check (instead to original payment/owner) and would take a bit longer to which I was totally fine. A month later not receiving anything yet I checked back with them and they said they sent to the original owner. We went back and forth & they confirmed that their notes says to be a refund check but the system accidentally issued to the original owner.
After apologizing their mistake they transferred me to the supervisor to find a solution. Instead of finding a solution she clearly said they can't do anything as they issued to the wrong owner and just didn't care at all. I cannot say that enough. She had no empathy or understanding. She sounded like do whatever you want and gave me her employee id and name. I am happy to give those details if needed.
And honestly it's not just about 173 bucks but more about the cheap way best buy has treated a customer. Either they should've been clear in the first place that a check cannot be processed. And secondly, should not have allowed to transfer the ownership in this case. Very disappointed with their behavior. Tried to speak with chat rep and they spoke the same tone. Tried calling them again and the guy "Luis" put me on a 45 min hold and disconnected. Not sure what to do at this point and writing this review here.
Zero stars isn't low enough to express my disgust right now for the Best Buy Geek Squad located in long island NY. Punctuality means nothing to them. You get text messages and emails for days saying they will deliver your item between a specific time and date. But they show up a whole two hours early. Of course I'm away because I'm not expecting them early and they leave. Now I have to wait four days for a redelivery. You guys messed up bad.
Took me forever to schedule an appt to install a TV. Waited on hold, the guy could not figure out how to charge the card so the call took an hour, had to wait two weeks for an appt, and then they showed up at 2PM for the 9-1 appt. No call, nothing but a text at 1230 saying the guy will be here at 1:55. Wasted an entire day and I'm a no show for a celebration of life because of this. Really messed up organization. I tried to review and was told that they are not accepting reviews any longer. There is a surprise.
Fraudulent Charges of $104.99 by Geek Squad. Geek Squad employee has been upset at me because I gave a negative feedback on Gas Dryer Installer. This Geek Squad employee is making fraudulent charges against my credit card by purchasing 3 year protection plan for $104.99. First was made on Jul 3rd 2021 from BestBuy Store # 2663 in Richfield, MN. I got it refunded by calling the BestBuy online service. Now I see the charge for the same amount again made on Jul 8th from BestBuy Store # 1324, Joplin, MO. I will have to write this on media outlets and take legal action.
Purchased a television from Best Buy in March 2021, stopped working in July 2021. Scheduled a home repair appt for July 2. Two hours before the end of the 7 hour window I was texted that the appt would have to be rescheduled to JULY 15. They refused to make the appt any earlier even though I had been bumped. I will never purchase another product from Best Buy and I am returning the remote that I recently purchased. What truly horrible customer service, and if I could award zero stars I would. Buy your electronics elsewhere.
I decided to give Geek Squad another chance after they denied damaging my son’s computer in 2017. I called the National customer service number to get a price and figure out how to schedule an appointment because the site was hard to navigate. I was quoted $59.99 for a battery replacement in a 2015 MacBook Pro (price seemed off but OK). Booked my appointment for a week later.
Day of the appointment…they call 20 minutes before my appointment time to tell me they won’t do it without an active AppleCare subscription. No apology, blamed the rep I talked to for giving me bad info (never mind you can’t call the store directly anymore to get good information). They offered me zero alternatives. Just “too bad, so sad, not our fault.” They knew FOR A WEEK about this appointment and chose to call me when it was very likely I’d be on my way to the location. Zero consideration for the customer. They had a chance to redeem themselves from my bad experience in 2017 and they completely blew it. I wish I could choose zero stars.
I bought a Razer stealth 13 August 2020 with a warranty for 2 years at this store. However started having screen flickering and black screen when the laptop screen was being moved or in general after use for a few months (I’m very busy haven’t had time to set this schedule yet). I updated all my drivers as recommended by razer to no avail. Booked a Geek squad appt on June 30 2021 at this store. I wasn’t able to duplicate the problem on the spot since I didn’t use my laptop and it was still pretty cool in terms of temperature. And I believe based on razer and tech forums, the problem is with the screen cables too close to heat sink.
Of note this is a quote from a YouTube user regarding This issue: “This is a project problem. They pass the screen flat cable over the GPU and CPU heat sink to connect it to the other side of the board. The flat cable is sensible and the heat sink heating during use makes the flat fail. Sometimes it produces only a flicker or screen stripes, but in worst cases, it can produce short. You can search for a disassembly video that shows clearly the flat cable over the heat sink.”
When they gave me the paperwork, I noticed my client description of the issue was just “having issue with screen whenever screen moved black screen appear” and I wanted to ADDEND it: however according to the staff the… “The Client description box has a character limit” so they couldn’t even addend it. I’m very busy. I’m hoping I’m wrong as the geek squad imo has a very good reputation…but I feel my laptop won’t get properly fixed due to inadequate presentation of my problem.
Will write a review follow up once I get my laptop back. I hope I’m wrong and my laptop gets fixed. If I’m right, I hope I can warn others to review whatever your geek squad staff is typing at that moment before they can finalize the report and thus delaying the repair of your product since they “couldn’t change it anymore” after the inquiry has been sent and I needed to set up everything appt etc again which will take a few days… Not possible because of how busy I am… Vincent
I took a geek squad coverage from Geek Squad for my refrigerator paying 148 dollars when I bought it from BestBuy. Within less than 2 years of use the fridge compressor gave up. I have been chasing the geek squad "awesome service" for last 1 month without any respite. This is a SCAM. Never ever take any coverage from them. Completely useless!!!
I dropped off my Asus laptop on 05/04/21 to be shipped to Geek Squad's service center. After about a week, I finally received an estimate. I was told it would cost me $566 to replace the motherboard & processor (which was expected, I had an idea of what was wrong and I know neither of those items are cheap). My laptop, brand new, had been priced at $850. I called and approved the price so they could go ahead and repair it. I waited around for another two weeks and it still was not repaired, and I received an email saying I had another estimate that needed to be approved. Contrary to what they led me to believe, my computer still had not been worked on.
I called them, and they told me the same thing as the first estimate (the processor and entire motherboard needed to be replaced), and gave me a much higher price of $969. I know replacing the motherboard is a pain, but if they didn't want to work on it, they could have told me at the beginning instead of making me wait an entire month. They raised the price $400 hoping I would decline it so they wouldn't have to fix it. If I had known that with the first estimate, I would have had them send it back and I would've bought another laptop by now. They ripped me off and made me wait around, wasted my time and changed the price simply because they did not want to spend the time repairing it.
I don't recommend these guys at all, they aren't the same as they used to be. I called them and got a price after it was diagnosed, I approved it, waited 2-3 weeks, only for them to raise the price by $400 afterwards because they did not want to repair it. What a waste. Brand new motherboards cost around $200-$300, and my laptop itself had costed $850.
I have a Samsung Refrigerator with a ice maker that freezes over every 3-4 weeks and requires hands on maintenance to remove frozen ice blocking the dispensing mechanism. Set an appointment with Geek Squad with a minimum window of 8am-5pm. I waited all day, they called to confirm the day before and then emailed to cancel after 1pm on appointment day which I learned of after 5 when I called for an update. AIG coordinates their repairs and had no idea what happened. Set another appointment for 8am-5pm, had 2 confirmation emails and no call to confirm as stated in the email so I tried reaching out the day before.
On hold for 30 min so I called back in the morning took an hour to finally get to the person who could tell me at 10:30am that the 8am-5pm appointment was canceled. Oh the service provider doesn't serve your area, The Geek Squad rep believes it's not their fault the service provider doesn't work my area even though they are responsible for coordinating repairs so I'll just have to set another appointment for 10 days later and set another 8-5 window with a new service provider. What are the odds they will show? This is a total service failure, what is the value of a warranty when you need to use it. So far it will be three 8am-5pm days that I've wasted.
I bought a new PC from Best Buy. March 2020. Had problems with the keyboard within a month of setting the PC up. Took FOUR MONTHS (I was very patient) of online support and in store "during Covid" support (with conflicting opinions by different Geek Squad technicians of what the problem was) but didn't resolve the keyboard issue. Finally told me to replace keyboard (within one year warranty) and they would reimburse me, as they no longer had same keyboard to replace. I purchased a higher quality keyboard because of the cheap nature of the keyboard they had sold to me, and they refused to reimburse me, even the partial amount of the cost of the keyboard Best Buy sold to me.
And I've had problems with the Dell PC that I purchased from Best Buy since then as well. I will never buy from Best Buy again, nor will I use Geek Squad or recommend them to anyone, nor will I ever buy a Dell PC again. Geek Squad's support deteriorated over the past year or so for me, as I was a loyal customer of theirs. But that was the end of the line for me.
I recently bought a Lenovo laptop and it was in Microsoft S-mode. The email account linked to Microsoft was one that was no longer operable, so I couldn't do anything on the computer. I took it to the Geek Squad at Best Buy (where I had purchased the computer) and they said they would get it out of S-mode for me and transfer all the data from my old laptop onto the Lenovo. The day I was supposed to pick it up from them, they called and said they couldn't transfer my data because the HD on my existing computer "would not enumerate." They said (or certainly implied) that they couldn't find any data on my existing computer.
I thought they had lost everything on my existing computer. I picked up both computers, got a full refund for the work they were supposed to have completed (plus a $100 gift card because they couldn't transfer the data). They told me at that time that they should have had me turn on my existing computer when I dropped it off with the new one so they could be sure it was really working. Of course, they never did that. Anyway, as soon as I got home, I turned on the existing computer and everything was still there. I had a friend come over who has her own business doing computer repairs, etc., and with 1 1/2 hours she had everything transferred from my existing computer to the new one.
I tried to put zero stars. This company knew my computer that had a replacement policy on it broke, but told me to go buy a new one and kept (and is still) charging my credit card for the protection plan on the computer that had to be replaced because they could not fix it. I have spoken with customer service at length. I was even told that no, no one else at the company could speak with me when I asked to speak with a manager. They told me to go into the store and speak with a manager of both the store (Best Buy) and Geek Squad, even after I told them our stores are closed because there is a pandemic.
I have been a loyal customer of BestBuy and GeekSquad for years, purchasing my own products and gifts there. Once I manage to get them to stop taking money from my account each month, I will never patronize their businesses again. I will not recommend them to my worst enemy. My dealings with them have been a huge waste of time and money.
I recently purchased a new computer. They tried to charge me for a new service and upgrade in Webroot. My old service is in full effect until January 2022 and so is my Webroot, That means the company would have had my money 6 months early!!! I had asked them to transfer Webroot from my old computer to my new computer. They did NOT even install Webroot on my new computer and it can cover more than 1 device. I had left my new computer for set up, they never notified me it was ready, did not give me a briefing on any changes, additions, etc. When I went back, Tech was brief, annoyed and not interested in helping a senior citizen. I am really disappointed in Geek Squad and after 20 years a member, I will not renew my membership.
I bought a computer January of this year from Best Buy. It turned out to be a nightmare. I received an email from their Geek Squad that I missed a plan member payment of $22.99 so I made the payment. When I tried to cancel the plan I was told I would have to pay it in full. After a lot of phone calls and a visit to the store manager he told me the same thing I could not cancel. Finally I called Geek Squad again and said I am going to get help from Consumer Affairs. That is when it was cancelled. I have the person's name and ID information for my files. Geek Squad is not worth the money $359.99 a year. I will never buy from them again.
Horrible service. I went to Geek Squad to fix my computer because the fans weren’t working properly so I shipped it to the repair. Turns out the service was absolutely horrible. Not only did they not fix my issue, but instead when they opened my computer they changed the battery and put one in that OBVIOUSLY didn’t fit, meaning they take 0 care of the products they are given. Due to the idiotic action of putting a bigger battery into my computer it broke other parts of the bottom of the device. Finally, I now have a computer with an inadequate and broken battery. Do not trust this company with your devices. Try and find an alternative solution!
They installed 8 cameras at my home, 3 cameras won’t record motion, I called tech that installed no call back, I have called Best-Buy twice to return only run around here, I paid $1200.00 for cameras including install I asked when I bought cameras $699.00 to install is this total charge. I was told yes, when tech installed charged me $93.00 more for three extra cables to hook up cameras, I felt like I bought a used car at a car lot was sold a lemon, lots of up sale here.
I used Geek Squad's virtual support service to try and connect two computers' files over my home network. I was getting an error on one computer and I couldn't figure it out myself. I tried having Geek Squad fix it, but four wasted hours later and three virtual sessions, they can't fix it either. I asked them for my money back since they couldn't fix it and they claim to offer a "30 day workmanship guarantee" which is obviously false, and they won't give me a refund for the amount I paid either. What a scam! Do NOT use Geek Squad services. They will steal your money and waste more of your time trying to get your money back.
Geek Squad has gone down the drain! They are using 3rd party people that are unprofessional and usually can't get it done. Called them 3 times and now nearly a year later still not fixed. I am a total tech customer and a Best Buy Elite customer. Best Buy and Geek Squad are nothing of what they used to be. Now a big mess filled with young kids working there. No one knows anything, the stores are a mess. Hopeless to expect they can fix things at this point. The quality of these subs and the store personnel is just not good. I am not renewing any of these extended services and shopping elsewhere when possible. A huge void for in home service is opening as they keep dropping the ball!
Got the insurance plan at the time I bought my phone, sounded like something I had to have. No 2 months later and my brand new iPhone 11s camera and flashlight just stopped working. But no worries I’ve got insurance. Hahaha so basically your 2 options are send your phone out for repairs and do without a phone, or you can give 1,000$ deposit and they’ll send a replacement. And after reluctantly agreeing they do more paperwork and at the end ask for more credit card info in case there’s charges?? What? Isn’t that what the monthly payments cover?
So I was arguing and the agent I guess had enough and just hung up. Lol all around a joke, worst company I’ve ever had to deal with. Cancelled my plan because It didn’t do anything anyways. If anyone is looking into this, look the other way. I usually buy my phone at Walmart during holidays to get gift certificates but this time I went to Best Buy instead, needless to say it will be the last time I visit any of these brutal places.
I have scheduled multiple appointments with this company for in-home repairs. They have continually come, wasted my time by not fixing the issue, and telling me they will reschedule it for a later date. They never reschedule. If you have the opportunity to get someone else I highly recommend going with anyone over this company. I honestly would rather do it myself than waste an hour of my time watching these fools try and fix something that they are too incompetent to do even though they're supposedly paid professionals. Joke of a company.
I was unable to get Dell to finish a warranty claim and I ended up calling number locally that said Dell Support. When I called I was connected to Geek Squad and I was scammed for over $1,500 when I allowed Geek Squad remote access to my computers and they used three of my credit cards to enter fraudulent charges and create an account with Best Buy for more phony charges by setting up a customer account at Best Buy without my knowledge or consent. When I realized what was going on, I shut down the remote access but it was too late. I had to pay the phony charges to get Amazon paid and that resulted in my Amazon account being locked since January 20 and it is still locked as of this date due to Amazon's "investigation" of my fraudulent claims. Anyone who uses Geek Squad needs to know just how slimy this outfit really is. Best Buy should be ashamed for being associated with these thieves.
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