Geek Squad

Geek Squad Reviews

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Geek Squad Reviews

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Page 5 Reviews 435 - 635

Reviewed Oct. 13, 2018

We thought that our computer had went bad so my fiance went to Best Buy and purchased a new tower, keyboard, and mouse only. I was not with her and they talked her into paying for the Geek Squad to come out to the house and hook it up. When they came out he said that it was not the computer that was bad but the monitor. Since our computer was old we kept the new one and purchased a new monitor. Which I had hooked up to the old computer before the Geek Squad came to the house. Everything worked fine but we still kept the new computer. When he came to the house to hook up the new computer he did not install the new keyboard, mouse or any of the new wires. He just used the old ones.

A week or so later when I went to use the printer it did not work correctly. It prints out a blank sheet every time before printing what you want. And we have yet to figure out how to print out certain pages without printing the stuff on the sides that you do not want printed. We never had these issues prior to the Geek Squad hooking up part of our new computer. When the guy left the house he gave us his card and said to call him if we had any issues. When I called the store to explain the problems they said that they would come back to the house but we would be charged for it. We have decided to not shop at Best Buy again if that is how they the treat customers like us that spend a great deal of money at their stores.

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Reviewed Oct. 11, 2018

They were called due to the range/oven sold by Best Buy (online) turning off. The appliance had very little use. We made an appointment and they came a few days later. They said they fixed the problem, but a few days later the range/oven turned off again. We called and asked for another appointment. The technician assigned with the case called A WEEK LATER (the day of the appointment!) to say that he was not coming, that he was going to order the parts and let us know when he could return. I called him the next day and he said it would take another week for the parts to arrive and for him to be able to return to fix the problem. This has not yet happened. When I asked Geek Squad if this could turn into a back and forth over a month period without range/oven, the operation said "that is correct."

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Reviewed Oct. 9, 2018

I've called Geek Squad customer service 3 times over the course of a month. I believe the center is located in Central America, confirmed by one of the representatives as Panama. On all 3 calls I experienced major language communication issues w/ English. All I needed from them was an emailed copy of a $52.99 Geek Squad charge to my credit card for a virus subscription renew. Each time, they confirm the charge is valid. After 3 attempts, still no receipt. Each time, they inform me that a receipt will be emailed in 2-3 days. Each time the date passes by with me calling them back to make sure the email on file is correct. If they're not even capable of forwarding a receipt, makes me question how capable they are in addressing a more serious, complicated CS question. I will be cancelling the anti-virus subscription. Never doing business with them again!

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Reviewed Oct. 8, 2018

I have told them over 50 times to stop calling me. Sometimes there is a callback number but usually not. Today I received a call from "Geek Squad" from this number: 1-178-680-7077. They infiltrated my computer over a year ago and now they constantly call me to tell me they owe me money! I have reported them to different fraud sites but...they still call every day. It is known that they engage in scamming on an international level. They usually say they are from "Geek Squad" but yesterday the caller said he was from "Geek Support." I have told them I will take legal action if they call again but...they keep calling.

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Reviewed Oct. 5, 2018

I was happy with the service until now, but their call centre was the worst thing. The person who served me first made a huge mistake, and claimed that I did not tell her when I wanted to cancel the membership which was 100% wrong. Listen the recording, then you know that I was stated that I wanted to cancel exact date, but not today. I was told by their guy to call ahead to cancel the service, and the person in the call centre totally messed up, but she did not admit her mistake and hung up on me. Worst customer service they have.

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Reviewed Oct. 4, 2018

I purchased a dryer and washer online from Best Buy and got the Geek Squad protection on it. They go through 2nd and 3rd parties that are extremely rude and don't want to fix your appliances. I went through hell and got NOWHERE with them. Now I have a broken dryer and nothing to show for after calling and being on hold and dealing with nasty people. Save yourself time and money and go elsewhere.

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Reviewed Oct. 4, 2018

I set an appointment to fix my television about 3 weeks ago. The day of the appointment I get a phone call from the technician saying that they never received the part they need to fix my tv and nobody was coming, despite me having to take a day off work. I called a few different people and after hours of infuriating conversations telling me how there's nothing they can do, the manager tells me that they have the part and he doesn't know why I would get that call and why nobody came.

They then scheduled a different appointment for me, without asking me. On Tuesday I get a call asking to confirm my appointment for Thursday. An appointment which I never made. Regardless, I accept the appointment and take the day off of work. Then today when the technician was supposed to come, I get a phone call identical to the one I received several weeks ago saying they never received the part and would have to re-order it. I've already have a few conversations and every single one and everything I've been told has played out exactly the way it did weeks ago. Which means nobody is coming and I still don't have a working tv. They haven't made me a new appointment, told me when and if they're getting the part, or told me why the manager confirmed he has the part there weeks ago when they were originally scheduled.

So now I've spent money on a protection plan except that I also had to take off work, twice, so that they could call me last second and tell me they're not coming. I spent money on a plan to end up losing even more money by not going to work and still haven't been told when or if they'll provide the service that I paid for. If they postpone this over and over until my protection plan ends and then my TV never gets fixed, they can expect a lawsuit.

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Reviewed Sept. 30, 2018

I have had 3 repair techs onsite and still after a month my washer is still not usable. I purchased a Whirlpool Cabrio washer July 2017, August 2018 we had a power surge and it stopped working. I called the Geek Squad because I had purchased an extended warranty. My first call I was on hold for 27 minutes, the person that answered took my phone number in case we got disconnected. Guess what, the call got dropped. I waited for an hour and no return call. I called back and was on hold 42 minutes, again they asked my number. They scheduled a service call for the following week.

The tech who worked for Mel's Appliance repair in Plant City Fl. arrived at my house within the window that was given. He walk up to my washer and asked what it was doing. I showed him and he said it needed a new circuit board. Said would take 3-5 days to get one. Almost 3 weeks went by. I called Geek Squad again. Was on hold 1 hr 17 minutes. Person took my number and placed me on hold. Guess what. We got disconnected again. I was so upset. I waited until the next day and called again. Requested to speak with a supervisor and never got one. The person called the Vendor (Mels) while I was on hold. Said part had arrived and would be out next week.

Mel's tech showed up with a new circuit board. He installed it and tried to start a load of laundry. Washer still did same thing. Said it may be the output valve or inlet valve. Would order the output valve first to see if that fixed it. I waited until he left then went straight to the local Best Buy where I purchased the unit. I asked to speak with the store Appliance Manager. A young lady came out and I explained what had transpired. She called the Geek Squad number that I had called, she was on hold for 32 minutes.

They asked for the number she was calling from, She explained what was happening and all the issues I had. After transferring her several times they disconnected her call. She was going to call back and I told her don't bother, I don't have another hour to sit there. I left the store. Later that day she called my wife and said she was sorry for all the issues. We were informed that the staff we talked to each time has no ability to call you back because they are not allowed to make outbound calls.

That night we got a call from Best Buy wanting us to rate the service call. I explained what happened and she agreed to send a different company, A premiere vendor for Whirlpool. A week later they showed up. The tech asked to see the washer, he walked up to it and entered a code into the front panel and it gave him a few codes. He replaced the clutch on the bottom, it gave 2 more codes. He stated they would have to order the part and it would be in within a week. Over a month and 5 trips to the laundry mat and $125 I am wondering why I bothered to buy an extended warranty.

With what I have spent on laundry mats and the extended warranty I am within a $150 of the cost of the washer. Worst part is we were told when we purchased the warranty that if unit could not be repaired in a timely manner it would be replaced. Not sure what they mean by that. We are now 6 weeks without our washer. Looking online at the number of issues and complaints there are huge issues with Best Buy and who they use for the warranties.

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Reviewed Sept. 29, 2018

Our washing machine started overflowing. After stopping it and cleaning up the water we called to schedule service. The first appointment was nine days out. I asked for a callback from a supervisor which never happened. When we ended up with washing machine parts blocking the drain that also services our kitchen sink and washing machine, we have to find a plumber who requested backup from a water damage company. They are coming back out to start demolition on our house. We called to reschedule the service as we need to move everything out of the area. We were on hold for a few minutes and then given an option of getting a callback in 30 minutes. We took that option and in 30 minutes we were called back.

However the call rang through 2 or 3 times and we were put back on hold. 25 minutes later we finally got an agent. I should mention that rescheduling appointments is not something you can do online. I took extra minutes to speak to a supervisor who defensive and not understanding in the least. I expect better service so I will never buy another appliance from an organization that unapologetically offers such bad service at a time when I am already dealing with a major problem!

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Reviewed Sept. 28, 2018

I dropped my Dell Inspiron 13 laptop and broke the screen. I brought it to Best Buy in Midwest City, Oklahoma's Geek Squad department to be repaired. They warned me it would have to be "sent off" somewhere out of state to be repaired and that it might take two weeks. THREE WEEKS LATER I finally got it back (not without having to make a few phone calls to get info about where it was, how much it would cost, etc.). I took it home and could not connect to any Wifi network, so I took it back to Geek Squad. The agent did some investigating and realized that whomever had worked on it offsite had removed the Wifi antenna and then did not replace them! Unfortunately, it had to be sent back AGAIN. I had already paid $207 and some change for the first repair, but I was assured that, because this was Geek Squad error, the repair would be free.

I was also told that the manager of the repair place would be notified and that it would be "escalated", meaning it would have highest priority. SIX DAYS LATER (so much for "escalation") I had not heard a thing. And the tracking emails they send are no help, as the status is rarely (or accurately) updated at the repair site. They just don't care. I called Geek Squad in Midwest City to try to find out the status. If it was to be escalated that should have meant it should be done as quickly as possible, but they don't hold to that. The kid at Geek Squad told me over the phone that he couldn't find out any more information than what I could already see myself on the online tracker. He didn't seem willing to try to offer up any more information than that. There was no, "Let me call someone and see what I can find out" or anything like that. Just, "Sorry, lady, I don't know."

I asked if he could have his manager call me and he said yes, but he didn't know when or if the manager would be in next!! I said never mind, hung up, and got in my car and drove there. I asked to speak with a store manager, who, after hearing my story, went to the kid at Geek Squad and told him to help me, so I was basically back at square one. No known repair status (at least none they would share with me) and he'd have a manager call me the next day (Wednesday). I got no call on Wednesday, so I called again about it on Thursday. Some other kid told me he'd have his manager call me "As soon as he gets in." He also said he'd find out the repair status and call me back. I got no return calls.

Today (Friday) I have called again and OF COURSE the freaking manager is STILL not freaking there! and OF COURSE, they said they'd have him call me. I AM DONE! These jerks broke my computer, made me pay for it, and now they are keeping it. I want someone in authority to contact me about it, and I want a corporate phone number to call and not some stupid 800 number that takes me to an out-of-the-country call center with a bad connection. If I didn't have a sick kid at home right now, I'd be up there raising hell until someone told me something definitive (or called the police on me). We have bought two laptops, Bluetooth headphones, a range extender, two cell phones, a microwave, and a few other things at Best Buy over the last three years. I am now done with this place.

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Reviewed Sept. 24, 2018

I bought a car radio and other accessories from a Best Buy store in Missoula, Mt along with a warranty in Jun 2017. This store is 300 miles from my home and it is the closest Best Buy to my home. I just happened to be going through Missoula the other day and I stopped in because the Bluetooth failed on the hands free. They did a few checks and found it was in the radio itself and said needed to be sent into a service center for repair. OK. They couldn’t fix it. I didn’t get a radio to use so I just looked at a big hole in my dash for a month. It was a nice reminder of how good the service really was and it lasted for a quite a while. The biggest reason I bought the radio was for the hands free Bluetooth and now I didn’t have it.

A month past and I was called to be informed that the radio was “toast”...their words not mine. I said the only thing that wasn’t working was the phone wouldn’t send…it would only receive. Everything else on the radio worked fine. No they said it was “toast” and I would need to get a new radio...they said something in my truck caused the radio to quit working. I said, "I beg your pardon, sir, but my truck is just fine and your radio was working with the exception of the send mode on hands free." I got nowhere with this conversation. They said I just needed to go back to the store and they would set me up with a new one. That’s another 600 miles round trip to get a radio installed. There was a problem with not being able get the same radio as they didn’t make that one anymore.

They did have a Pioneer with the same features as the one I had and he would be glad to send that one in its place. In the conversation over the phone, the guy told me I could probably put the radio in myself and he would be glad to send it to me. I asked if it was just a plug in and go or would there be more to it than that. He said it should just go right in. Please keep in mind we are going from a Kenwood to a Pioneer system. I’m not a technician, but I can do things such as install a radio if it is just a matter of plugging it in and mounting it to the dash. I agreed and he sent it to my home.

It arrived in a few days. I went to work and tried to install it, but this was not just a plug it in and go. This thing needed to b rewired as the pigtail was not the same as the Kenwood. My son stopped over and he was able to wire it per instructions we found on the internet, with a few exceptions. We didn’t have a way to make the steering wheels controls work at all. There were also a few wires that seemed to not be hooking up like they should so we left them off. I figured someday I would be back in Missoula and I would have them take a look at it, since I now had a 4 year warranty.

And I did get back to Missoula a few weeks later and it was not by accident. I went there specifically to have this installation finished and make all of the functions on the radio work like they should. That's just me. This was the worst experience for customer service, by a major company, I have ever had. I left the store with the radio still not fully functional and I am not very pleased with the way I was treated.

They started out by saying that the installation by me was not their problem. That is after I explained how this came to be. They wanted to initially charge me for getting it right. I really wasn’t looking for a load of grief concerning this, but I was getting a little hot under the collar with what I understood to be remarks I didn’t need to hear. I was first told I didn’t have any warranty for a self install. They finally found my paperwork to support the fact that this was under warranty and proceeded to do the install.

I returned to the store to get the truck and I was told the backup camera was inop. I was told this component was not under the warranty and that the radio was the only thing covered. They didn’t have a camera to replace it with, but they were sure this was bad as they had other cameras that had failed in the past. I would have to buy a new one. No amount of conversation was going to change their minds. I said just put it back together and I was going to leave. They did and I left.

Your store manager, who apparently goes by the name, "Moose", it sure sounds that way, was not interested in fixing the problem to its completion. This whole issue started as the result of a warranty issue with a radio that failed and was not handled in a very professional manner. I have several 600 mile round trips to your store there to get this repaired and it still isn't working. As a matter of fact, the volume button on the steering wheel works just the opposite that it is supposed to...volume up goes down and volume down goes up. The backup camera does not work at all and it did when I arrived.

I have tried to call you folks several times and your website is not very forthcoming on how to get a hold of someone who can address this issue. I talked to somebody at this phone number- 1-800-433-5778 and got no place with that lady. She was over talking and didn’t want to give me any information on how I could elevate my concerns. The website stated this was the phone number to call for finding out about warranties.

I will never go back to your Missoula, Mt store again. I did call the Billings, Mt store and the guy I talked to there was helpful, but I'm 300 miles from him as well. After explaining to him my dilemma, I feel as though he would take a different approach than the folks in Missoula did. Every other contact I've tried to make has not been good. I called the Best Buy 800# and was transferred several times. Each transfer was lost and I was forced to call back. This kind of situation happened on several occasions.

At some point, a person gets very frustrated and you lose any confidence in getting to the bottom of the problem. I don't know where to go. All avenues appear to be dead ends. When I was able to talk to somebody, they said I would need to go back to the store where I purchased it from. This really isn't an option for me at this time. I'm open to your suggestions. I feel, too, that this will fall on deaf ears and nothing will ever come of this. I have a 4 year warranty and it appears to me that this really means nothing. So I use this media to appeal to somebody that may care about the image that your manager in Missoula has so recently manifested.

I sent this letter to the company on the feedback of a survey and never heard a word from them. I will gladly advertise for your company on Facebook and Yelp, but it won’t be to praise you as a company. If I treated my customers like you do, I would be out of business. You may be headed that way if things don’t change. I did go to the Billings Store on Sept 22 and the gentleman there did fix my issues at no charge as this was supposed to be under warranty. It took him 30 minutes and this entire radio works now. The steering wheel module needed to be reprogrammed and the camera wire was plugged into the wrong port from Missoula’s work. Your consideration would be greatly appreciated. Thank you.

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Reviewed Sept. 18, 2018

I have a Lenovo laptop about three years old. I was having issues with it locking up on certain applications and the screen blinking. I originally took it into Best Buy on McKnight Rd., Pittsburgh, Pa back in February 2018. They had it for three days and told me it was fixed. I got it home and still had the same issues. I waited several months because the issues were not critical to my current needs.

On September 4, 2018 I returned the laptop to the same store with the same issues. They had for three days again. I got it home and again nothing was done. I returned it around September 14, 2018 explaining to John, the lead tech, the situation. He investigated while I waited and determined nothing was done, the tech did nothing.

John explained to me that they may need to wipe the operating systems and reload it. He said they would back up my files because of their multiple errors. I said OK thinking all my files would be restored and my laptop would be fixed. John failed to explain that in wiping the system I would lose all my system programs such as Excel, Word and PowerPoint. I just learned that today.

I contacted John via telephone and explained I do not have my programs and I need/want them back. He said he explained that I would lose them. I said, "No you didn't." I would have never let them wipe my system if I knew I was going to lose all my system programs. I told John I want them reloaded even if they had to take them from store stock. John apparently talked to someone because the answer he came back with was No.

I asked John for the name and telephone number of their district manager. He refused but gave me a generic Best Buy 800 number. I am livid with the Geek Squad's lack of integrity and striving for excellent customer satisfaction and their none caring attitude towards their customers. I always trusted them in the past - never again. I am one very upset customer who will never recommend Best Buy or the Geek Squad to anyone ever again.

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Reviewed Sept. 18, 2018

Received a Samsung 48" TV two years ago as a birthday gift with a 5 year Geek Squad Protection Plan. The other day an internal spiderweb looking crack just appeared. Called Geek Squad and spoke with a piece of work of a character who started to accuse me of breaking the screen myself and told me the warranty would not cover it. Also that this kind of repair is just not worth it because it's expensive. So first I didn't even touch the TV at all and second what's the point of purchasing a warranty if it doesn't cover stuff like that that apparently happens a lot with Samsung TVs? Don't buy Samsung and definitely not any plan from Geek Squad.

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Reviewed Sept. 16, 2018

We purchased a new refrigerator the end of June 2018. After delivery problems Best Buy agreed to replace the 3 doors. For 2 months We got the runaround. We were repeatedly lied to, none of our phone calls were returned, they even tried to push it off on Maytag to replace the doors. Finally the beginning of Sept the problems were resolved by a knowledgeable experienced technician. This was a very stressful experience and we will never do business with Best Buy again.

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Reviewed Sept. 14, 2018

After seeing an ad on bestbuy.com, I placed an order and paid for a Samsung Galaxy J7 2016. They sent me a Samsung Galaxy J7 2015. When I contacted them, they argued that they had sent me the correct phone, refusing to acknowledge, that facts I presented them. I did not receive the phone they advertised, and I paid for.

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Reviewed Sept. 13, 2018

When my TV, which is under warranty went out I contacted GeekSquad for repair. I'm now looking at almost a month waiting for them to come out to "attempt" a repair that the technician isn't even sure will work. Then again they've yet to come out so I have no clue if it would even work. But I do know I'm going without a main tv for a month because of their incompetence.

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Reviewed Sept. 12, 2018

Best Buy 869 NE Mall Blvd Hurst, TX 76053 Store # 55 Best Buy Geek Squad: This was not the first time I have had trouble with this particular store, but it will definitely be the last! No one seems to know what they are doing and even worse, they just don't care or understand the meaning of customer service. Purchased a Sony receiver and the extended warranty from Best Buy #55. 1st time: Receiver stopped working, took it into the Geek Squad, they sent it off and three weeks later I picked it up. 2nd time: Receiver stopped working again, took it into the Geek Squad folks, they sent it off and two weeks later I picked it up and was told nothing was wrong with it?

Receiver quit working again right after I got it back and conveniently for Best Buy and their useless Geek Squad my extended warranty had lapsed. Now I have a receiver that doesn't work and my only alternative is to purchase another one... it won't be from Best Buy! Oh for the days of Circuit City, without competition in the consumer marketplace we are all doomed to deal with chains like Best Buy. Thankfully there are still good buys from Amazon and other online retailers that actually know what customer service means.

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Reviewed Sept. 6, 2018

I went into the store in Bradenton Fl yesterday to purchase my son a gaming system for his birthday. The store had about ten customers in it and after 20+ minutes with no help I walked out. I have since bought a Nintendo Switch from a competitor. Lots of workers in the front of the store talking to each other, but none ever asked if I needed help. I would understand if they were all busy with customers, but that was not the case. I will never go back to that store!

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Reviewed Sept. 5, 2018

I called Customer Service 2 times and my previous Geek Squad "Cadet' called once to clarify exactly what I needed done with my TV/TV stand at my house. The metal stand needed to be assembled and the TV mounted on it, the Stereo Receiver connected to it and wires in the back simply gathered together and 'tubed'. The C.S. Rep repeated it back. The cadet assured me it would be done when they return. Today again it is NOT on their order AND they want to charge me ANOTHER $200 dollars to do the latter two services! Totaling now $400--2.5x MORE than the TV. BAD organization and follow through. And outrageous markup prices. Don't Use them.

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Verified purchase

Reviewed Aug. 31, 2018

I bought a router, and went to return the unopened box before 30 days. I was told when I got there, their policy is only 15 days! WTH!! Now I have a worthless $86 gift card. I will be using that and will never purchase another item from them again!

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Reviewed Aug. 29, 2018

The Geek Squad has been helping us do some electronics work in Vero Beach FL. We had a lot of work to be done initially and 3 workers came and did the work. All of whom were very professional and hard working. This last time we had 1 thing to get done and 1 person came, he again was excellent at this job and friendly and respectful. These days that is HARD to find! He actually cared if the job was done right and we were happy with it. We became members for a year so most things are $49.99 per service (normal TV wall install $149). If you need more than a few things done, I highly recommend the fee for becoming a member (I think $189?) It's been well worth it for us. I'm not a person who does reviews much, but felt so good about this I just had to comment. If you need work done in Vero Beach call Best Buy and ask for Francis (Frank), he's the best!

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Reviewed Aug. 27, 2018

The deliver man came to deliver my product. I missed my door bell ring but still saw him outside with his partner. once I step outside I ask if he is the deliver guy for my fridge he told me no. I knew something was funny. Called Best Buy immediately. Horrible service. The man said nobody was home which was lie. Ask nicely to get it delivered by today because he was outside with me and lied. Told me that he wasn’t the man when he was. The service people said they can try their best after all waiting for a whole hour on the phone for an answer for what he did they never apologize for their service or even try to deliver it today and they also made my product be on hold to reschedule for tomorrow. Overall they suck! Never ordering from this place again! Can’t believe they can lie? Just get it done and over with. It’s not hard but I guess it is for lazy dumb **!

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Reviewed Aug. 24, 2018

On 07/06/2018, I had appointment with a Geek Squad agent, according to his knowledge he recommended ARLO security cameras, instead that I had previously buy it. And I did believe and he went to get it at the nearest store in my town. The cameras were working properly; great for first 10 days then begin with errors, troubleshooting.

I call back Geek Squad. A person came on the 14 of August, 2018. He said the cameras are going to give this issue all the time, that I better returns and buy a wire cameras and recommended a Swann brand name. In fact, I did, but when I got to Best Buy they said I can’t not returned because is over 30 days. So I went over 30 days because I had to wait for Geek Squad come to my house and by then 30 days went by. But I had also insurance paid in this cameras and they can no returned or exchange or store credit. It just make me think the first agent who went to my house he just want to sell it and don’t care about quality of the products.

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Verified purchase

Reviewed Aug. 23, 2018

Following is a condensed version of my 3 page single-spaced saga which began 7/12 when I purchased an open box Maytag clothes dryer at Best Buy in Whitehall, PA. From receiving a defective product to having to endure 4 different teams of inept installers to repeatedly being told that my situation would receive expedited attention (NOT), I can unequivocally state that this was the most stressful, time-consuming, frustrating, and disappointing purchase that I have ever made. It took exactly 30 days and the hiring of a plumber (for which I am still waiting to be reimbursed) to have a safe operational dryer. This review is not meant to disparage Maytag appliances, as I am very satisfied with my dryer's performance, but to alert others who are considering any appliance purchase and installation of the poor customer care/concern shown by Best Buy and their Geek Squad.

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Reviewed Aug. 12, 2018

I purchased LG-30 self-cleaning stove gas range. The oven stop working. 7/22/18 called to get repair. 8/26/18 guy came out. Said he would call in to get OK on parts to Best Buy. A week later no calls. Call back Geek Squad. They call service guy. Told me they working on it. A week later I called back. No one called me. Wonder whats going on. Geek Squad called service guy and finally okay parts cost. Now Geek Squad tells me I have to wait 30 day if not fix maybe new stove. It been 3 weeks no oven 8/11/18. I am very frustrate. Best Buy is good with electronics but not major appliance. As of right now I will not buy any else from Best Buy.

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Reviewed Aug. 8, 2018

On Monday Aug 6th, 2018 I called to cancel my Warranty Protection Program as I feel I do not want or need this... I called around 7:00pm. The person (Man) I got on the phone was ok until I made a mistake stating my name that was on the contract. I gave him my real name Luciana instead of Lucy... We are the same person. My understanding is that if you give all other information that is correct EX. address, phone number, postal code, date of birth, they should be able to help you, but this man was not interested, he gave me a very hard time.

We stayed on the phone for 15 Min arguing, he still would not help me, I finally hung up because he was really irritating me. Unfortunately with all the arguing, I forgot his name... 15 Min later, I called back... I finally got a human being on the phone. His name was Johan!!! He helped me out, within 10 min the cancellation was done. Geek Squad you need to have more people like Johan working for you. Last time I will be dealing with you guys...

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Reviewed Aug. 8, 2018

I purchased this Dell computer 3 months ago and getting error blue screen with shutdown daily. I contact Geek Squad via chat who would only help me resolve the issue today if I paid $199.99! This computer is still under warranty and they should have been able to help me then.

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Reviewed July 28, 2018

I paid $199 for Geek Squad warranty, and laptop has some problem in motherboard, they said will fix and give a loaner laptop. I got one while repair, and they have a broken laptop. I thought it's ok as it’s just for 2 weeks so will manage. Then I came back and got my laptop repaired and there were so many scratches on laptop. I requested to fix that band again. After 4 weeks I am in Best Buy and there is a tap hanging out on my screen, and my laptop is touchscreen so I said can you please fix that? They said I am only one here, and gave broken loaner laptop again. Instead of fixing thing, they bring up something new all time, and surprisingly that guy on Geek Squad without name tag says I can pull that tap or cut using knife.

And what if it's broken by me? This ** do not do their job and I have to come again and again and who is going to pay for my gas? They get paid for nothing. Worst people ever, I wish I could finds a better place and these people hire some nice staff. People except for sales people, are worst and doing nothing. So cheap people. I love Best Buy but Geek Squad people are ** cheap and **. I never use such words but I am so poised off as it's been 3 months and have not get my laptop back and thought to write review just from Best Buy iPad from Ancaster. People here are worst, do not come here, rather go to other one. This place is piece of ** due to this people.

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Reviewed July 27, 2018

Customer care does not care! They put me through too many hoops, and provided too many refurbished iPhones that were junk, and they just were not going to do anything about it. I canceled my Geek Squad protection plan, and told the person who finally called, but a few days late, I canceled my relationship with Best Buy & Geek Squad too, as I spent countless hours trying to get an iPhone that worked. I should have had them replace the glass on my original iPhone and send that one back as it worked perfectly, or, I could have replaced it on Avenue Rd in Toronto for $109 + HST while I waited for 30 minutes; didn't know, but I do now. The Rogers protection plan provides the first glass breakage repair free, and Rogers is a Canadian company. Best Buy is an American company, but that is another story for another time.

Turns out, Best Buy & Geek Squad did a favour for me, as Rogers provided a brand new out of the box iPhone 8+, an upgrade from the iPhone 7+ I had purchased from Best Buy, for $4.00; yes, $4.00 and lowered my monthly bill by $20.00, and delivered it to my home the next day! Wow! Double wow! Thank you Rogers. I have been a happy & loyal Rogers customer since 1987. I was a Future Shop/Best Buy customer since 1986. I am a happy camper now, and have put Best Buy well behind me, and you should too if you want to stay happy.

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Reviewed July 24, 2018

I guess having experienced Elite service Best Buy Geek Squad did not meet my expectations. I had tech support set up my Outlook. Email does not work from Outlook or even from my own email. I've had work emails not arrive on time. The power cord stopped functioning after two months. I went in for help, they couldn't provide a loaner, they couldn't even charge my computer while I waited for a new one to arrive in mail 7 days later. They kept my computer to charge and five hours later it was not charged. Online chat was not helpful. They made me buy a new charger because the power cord is an "accessory" and Total Tech Support doesn't cover it. And they would give me a refund on the usel as tech support.

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Reviewed July 23, 2018

I purchased a laptop in January and was pressured into buying the Geek Squad "protection plan," under which they were supposed to fix or replace it if anything happened. Unfortunately the laptop I got was a factory lemon. It runs at unacceptable temperatures even when idling, crashes while playing not-particularly-intensive games, had sound problems straight out of the box until I Googled a registry change to fix it, and is now having problems with image persistence on the screen after only 6 months of use. I've worked on computers before, so I know enough to know that all these together (especially the spiking temperature) indicate the system is poorly manufactured. The only real way to fix this is to either gut the thing and put in all new hardware, or simply chuck it and get a new one.

When I brought it to Geek Squad they said the only thing they could do is "ship it out" (to an undisclosed location) to replace the specific hardware THEY thought was causing the problems. I was told this would take at least two weeks and, after we had done this three times, maybe they would consider replacing it. My work depends on having a functioning computer; I cannot be without a computer for several months, and I don't have endless disposable income to drop on multiple backup computers in case one fails.

When I told the representative this, he said "unfortunately that's just the way this system works." I asked if they could offer me a loaner, even a cheapo tablet, in the interim, and was told no, absolutely not. Sorry - I paid for your protection plan, received a defective product through no fault of my own, and now I have to just suck it up and accept that I won't be able to do my work for a few months? What am I even paying for, for you to send things in the mail for me?

To add insult to injury, they tried to convince me that a local repair shop would tell me the same thing. No, a local repair shop would either order the parts and perform the repair in-house, or admit that the thing is unfixable. It might still take two weeks for the parts to arrive, but they would not ship the entire machine somewhere else and then expect me to pay them for the back-breaking labor of putting a laptop in a box and putting a label on it. I can easily see someone less tech-savvy getting taken in by this, though.

I won't be buying anything from Best Buy again, and I certainly wouldn't recommend that anyone drop $200 on this ridiculous "protection plan." For less than $200 you can take your computer to a local repair shop and have it fixed there, probably much faster, with no risk of the machine being damaged or lost in shipping. The one positive thing I can say about Geek Squad is that they did offer to fix my computer - just not in a way that was acceptable at all, and not in the way I had been lead to believe when they sold me the protection plan. They want you to believe they'll take care of you if anything goes wrong, but really they just want to take your money to provide worse service than a mom-and-pop store will give you.

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Reviewed July 22, 2018

I will NEVER use Geek Squad AGAIN. Bought my laptop in on 7/20/18 to upgrade to a SSD. I was asked and was reassured. That all My School work could and would be backed up. (Meaning All school programs loaded onto laptop.) Went in on 7/21/18 to pick my laptop up and dang it all school programs, work, files, weren't saved. Now I don't think the Vocational School will re upload all programs and Office Home and Student without charging myself. What a ABSOLUTE GONG SHOW Geek Squad has become. I will not be sending it to (As they like to a Level 2) lab.

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Reviewed July 20, 2018

I have paid into this for 2 years to get 20% off appliance repairs. When the time came to make a claim I phoned and was transferred to SIX different departments, and each wanted the story from the beginning. At the end, I was told Geek Squad home membership does not service my area. Representatives at Best Buy assured me that this plan was in my area and I would get 20% off all appliance repairs. Bunch of liars. Don't get rooked. BTW The last agent I spoke to was super rude as well and had the attitude that she would do everything she could make sure I knew there was no solution. Horrible waste of money and time.

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Reviewed July 20, 2018

Waited for a week for an in home consultation (required). Then had to go to Best Buy to purchase nearly $1,000.00 worth of equipment base on the recommendation (not a fun experience - they couldn't find the product in the store at BCC - recommended another product). Waited another week or so for an in home installation which was not completed. The tech left my wife with a page of notes on how to complete the install based on what we wanted. The system does not work. I called and now need to wait for another 9 days for the next available technician. TERRIBLE CUSTOMER SERVICE. There is no escalation process and no appeal. And they wonder why we all shop online. Disgusting company in my opinion. My last time in a BEST BUY. STAY AWAY.

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Reviewed July 18, 2018

Geek Squad showed up and left as they said they needed more help. They have not rescheduled or called back in 5 days. I tried to cancel but everyone I talk to says the ticket is open and they cannot cancel and refund. Spent to much time talking to too many people who all said they could not help me. I have filed a complaint with the BBB and registered a disputed with my credit card company. I paid for my service on July 9th, today is July 18th and still no call back.

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Reviewed July 13, 2018

I recently took my Apple iPhone 6s Plus to Best Buy to take advantage of Apple’s $31 battery replacement special which ends in December 2018. When I dropped the phone off, they ran a diagnostics which passed everything. They told me everything passed, even the battery. I asked them to replace the battery anyway, since the phone was already two and a half years old. About six hours later, they returned my phone to me and told me that my phone did not pass diagnostics after the battery was replaced. They told me that the front and rear cameras weren’t working due to “underlying issues”. The Geek Squad member then advised me to contact Apple Care to advise them what had happened to see if there was anything they would be able to do for me.

Already frustrated from the nearly six hour wait, I retrieved my phone and left the store. I tried to make a phone call after leaving the store and noticed the receiver on my phone was not working. In order to talk to somebody on the phone, I had to place my phone on Speaker. I contacted Apple Care and was told to take it back to Best Buy to see if they would be able to take another look at it.

The next day, I took it back and was told that if they accepted the phone for service, that I would have to be charged a service fee. Puzzled, I asked them why I would be charged if they were responsible for ruining my phone. To make an already long story shorter, they ended up turning me away unless I would pay for the service fee.

I left the store and contacted Apple Care again. This time Apple Care told me that I shouldn’t have returned to Best Buy. The Apple Care representative told me to go to the nearest Apple Store so they could fix my phone at no charge, since Best Buy was willing to help me. When I arrived at the Apple Store, they immediately handed me a brand new, out of the box, Apple iPhone 6s Plus. After asking questions, I discovered that Best Buy has been messing up iPhones during battery replacement. Apparently they do not know what they are doing and they won’t even accept responsibility for messing up your phone. I highly recommend anybody to take their iPhones for service to an Apple Store. I will never return to Best Buy for service on any device or electronic. -Best Buy in El Paso, Texas at the Fountains of Farah.

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Reviewed July 12, 2018

I purchased the “Geek Squad” protection plan from Best Buy (after being talked out of the Apple Care plan) for my wife’s iPhone 6. My subsequently broke her original phone and Geek Squad sent a refurbished replacement. This replacement was a total piece of crap! We lived with it because it took a week to receive and my wife couldn’t be without her phone for another week. Recently I took this refurbished phone into an Apple Store to have the battery replaced as it was no longer holding a charge.

Apple performed their diagnostic on the phone and informed me that the phone was loaded with third party components and that they could not replace the battery as components connected to it were unsafe and could overheat. They told me to contact Geek Squad and seek restitution. I originally called Best Buy as that was my point of purchase. The sales rep that I spoke with and explained the situation to directed me back to Geek Squad and informed me that this is a common occurrence and the Geek Squad would send me a gift card to replace the phone as restitution.

After speaking with their representative they informed me that their manager “Rob” refused to give me any restitution as I canceled my Geek Squad plan previously and accepted no responsibility for sending a defective phone replacement loaded with inferior, unsafe components. This is a brutal way to conduct a business, especially since they put the safety of my family in harm's way! I VERY STRONGLY URGE EVERYONE TO STAY AWAY FROM BOTH BEST BUY AND GEEK SQUAD!!!

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Reviewed July 12, 2018

I'm short on funds, and lost my phone recently, so I emailed Geek Squad that I needed to cancel my Webroot subscription so I could have maybe enough for rent. I got an email back saying it was easy, just click this link, fill out the paperwork, and you're done. So I did, I even got a confirmation saying it worked. Two days later, I got another email saying payment was successfully withdrawn from my account, and now it's in the negative. I emailed back and told them what happened, and they said I couldn't go to that site, I had to call them to have it deactivated, which I couldn't do because my phone is off.

It sure is nice how they conveniently misread my email to suck 100 dollars out of my pocket, and then have the gall to say it's MY fault. And now I'm going to try taking it to the store itself during my lunch break and they WILL give me my money back, and I will not be returning. It's ridiculous that they install software you never asked for, and then don't let you cancel until after money is already taken out.

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Reviewed July 11, 2018

Had the iPhone insurance with Geek Squad which covered damage. Phone was dropped on the 401 and run over by several cars. Because I was unwilling to run out onto the 401 highway to retrieve the phone they consider it lost and will not cover it. That was bad enough. The worst part by far, however was the way I was treated by the Best Buy staff and the Geek Squad phone representative. They did not make me feel in any way that I was a valued customer and immediately dismissed my questions. The manager that was supposed to call back within 24 hours called back 2 days later and left a message repeating the same canned phrases as the representative before. I will never shop at Best Buy again nor will I be a Geek Squad customer ever again. I see by the many reviews saying the same thing that I'm not alone in this.

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Reviewed July 3, 2018

The following review is provided by me to help other consumers have a clear picture of the disreputable practices I encountered on many occasions in my dealings with Best Buy and Geek Squad warranty issues. On four occasions I bought printer in the Years 2014/2015 in 2016. In each case I bought a product the same one the HP 8620. Its list price was always $299. Recently I learned how to scan and shortly after learning how to scan the roller that automatically document feeds stopped working. I called Geek Squad. They verified I was still under the warranty and that I have a replacement policy and that the policy called for an equivalent replacement to satisfy me or an improve replacement product should not an equivalent replacement be possible. I've had many of these overpriced warranties. I was well aware of that and that was well aware of what was sold to me.

I went to the Best Buy closest to me four miles away two days later. Unfortunately the HP 8620 had been replaced by the current model HP 8720. It also had a list price of $299 still. As usual the person that Geek Squad said, "No we're going to have to have you get a replacement." They tried to simply give me back what I paid for it. When I pointed out the terms of my warranty inappropriately was a consumer advocate for myself the management at this Best Buy had to go to computers to pick out the most appropriate replacement. All they had was an 8710 printer. Its full price list is $199. That is $100 less than the 8720 that they did not have in stock that is the most appropriate fulfillment of the warranty. I asked them to look up which store I could find an 8720 printer from HP and they sent me to the Thunderbird and I-17 Best Buy store in Phoenix.

I had to go there on a second trip the next day to pick up one of two printers they had in stock there. The next day I took my 8620 HP printer to that store and picked up an 8720 HP printer which would have been the proper replacement. Unfortunately the management was dishonest at the second store on Thunderbird and I-17 in Phoenix. They tried to tell me that the Best Buy warranty that I bought only would give me a gift card for what I paid for it and then I could go shopping again and do as well as I could with the given stated sale prices that week. I said that's not how it works in a polite respectful manner. I ask to speak to the store manager. They called the store manager over. The store manager said the best she could do was to refund me the hundred and sixty-two something dollars that I had paid. If I wanted to have an equivalent replacement product it would cost me approximately another $60 out of pocket.

I spent an hour and a half politely going over things and trying to stand my ground. She told me I could go back to the other store and I told her I didn't feel like going to another store. I was sent to the store since the other store didn't have the product. I left with a lesser printer HP 8710 that its sale price was $129. This annoyed me so I called back Geek Squad two days later. They again assured me that I was correct in the terms of the warranty that was not honored. They said they would escalate and someone would call me back that day most likely. Two days later I had not received a call and I have to get it over the phone to the escalation Department I'm kept transferring me all over the place. I spent over 2 hours on the phone getting nowhere. I was simply beside myself. Best Buy employee after Best Buy employee said that I was well within my rights and request. I finally resolved one employee that I would call corporate on Monday.

I again spent today which is Monday 2 hours on the phone with Best Buy corporate in Minnesota being transferred around and no one was able to help me but everybody agreed that I was not treated right. At one point it look like I had finally gotten someone who could send me the proper printer. We had a bad connection. They asked for my phone number. I gave it. They reviewed the phone number. I asked them to call me back. They said they would. They hung up and never called me back. My time is too valuable. My integrity and my dignity I've been insulted. I was fraudulently sold a warranty that was not upheld on their end. Their practices of overselling tech support I have had many many bad experiences and sold three times the amount of tech support at the cost of hundreds and hundreds of dollars to myself. The quality of Geek Squad is questionable at best. They do not have significant training or standardization of skills.

They are trained hard to sell sell sell and overcharge. I find them completely disreputable. They rush you on the phone when the remote on. Acks the products they sell. What they want to do is sell you more more more. The management at this particular store was completely unscrupulous. So much so that I've never complained about anything on the internet but I've learned to empower myself by going to the ConsumerAffairs website today and taking my time to help people understand the bad practices of Best Buy and Geek Squad.

Buyer please beware. Geek Squad is not your friend. Best Buy is not your friend and they do not care. They are motivated by greed in my opinion. They do not have the customer best interest in mind. I swear that this is the whole truth and nothing but the truth so help me God. I would encourage no one to buy a single piece of electronics or appliances from Best Buy until they revamp all their policies. Go elsewhere where you would be treated better with more integrity. God bless you all. I hope that this post that I took my time to make is helpful to you. It is the truth.

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Reviewed June 30, 2018

I purchased a TV from Best Buy with a service warranty. It is my understanding that Best Buy's policy is that if they cannot repair the item after the third appointment, they will replace the TV. However, we are going on our 5th appointment. The initial appointment, I was advised the TV was working as it should. The second appointment, before the technician even came to my home, he advised that it was probably the main board. The third appointment, the technician came and advised that the main board that arrived, brand new and from the factory, was damaged and he ordered a new part.

The fourth appointment, scheduled without asking for our availability, the technician installed the main board and then when the TV still did not work properly advised that it needed a WiFi part. Again, he scheduled another appointment, and without asking about our availability. I feel that Best Buy sold me a lemon and Geek Squad is not willing to honor their own policy.

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Reviewed June 16, 2018

I had been receiving pop ups on my laptop, so I took it in to Best Buy to have them do a virus check. I have had the Geek Squad plan since 2014 and maybe used it once before. Before I could barely explain my issue, the rep immediately tried to upsell me on their new comprehensive plan which covers multiple appliances. I declined that and then was told I had to pay an additional $99 to back up my files. Ok, thought that was a little excessive, but agreed.

I picked up my computer about a week later and was told that they found no viruses after doing a thorough check. About a week later, I was still getting the pop ups so I decided to do a rating inquiry on the Webroot software they use. I decided to look for the software on my computer, but could not find it. I then called the Geek Squad to see if they could help me find it.

The rep checked and also could not find. She directed me to another rep to have them install it stating that it would probably take 10 mins. Well, it took that rep about an hour to complete the install. I watched her go back and forth through the same steps and prompts, wondering if she knew what she was doing. I was appalled that the store that said they checked for viruses and charged me for it would give me back my computer WITHOUT the anti-virus software!!! I will be cancelling my plan with the Geek Squad after the subscription is done. Tired of companies hiring inexperienced people but charging premium fees.

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Reviewed June 8, 2018

Geek Squad Reinstate Computer - Once they do the initial work and sign you up to a multiyear contract they never call you back to help - they are always saying, "We will call you back in a few minutes." Very disappointing.

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Reviewed June 7, 2018

I could not open Outlook so I connected with the Geek Squad as I have a contract with them. I then went for dinner. When I opened my computer Outlook opened but all of my folders had disappeared. I run my business on folders and their Geek Squad could not fix it. Their answer was to go to a store. I am living in Europe for the summer so that was not possible. The Geek Squad created the problem and could not fix it!

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Reviewed June 4, 2018

Extremely upset with Geek Squad in Carson City, Nevada. Senior citizens, beware! On August 17, 2017, at 10:33 AM, Geek Squad sold my relative a new Apple computer that they said he needed when he brought in the one he was having trouble with. I do work for him on his desktop computer and happened to be away overnight. His newish computer was fine, but he gets anxious about things and isn’t sure what buttons to press. The Geek Squad kept his GOOD computer. When I tried getting it back right away, however, the Geek Squad said they couldn’t do it. Geek Squad also made my relative some promises that they didn’t keep, such as not having their new computer ready for him at various times and not returning his phone calls and not setting things up right, which also complicated things on my end since I do my relative’s computer work for him.

The second bad incident with Geek Squad happened when this relative also thought his computer mouse was broken because he didn’t know how to connect it to the desktop. He said he took the mouse in but that the Geek Squad didn’t even test it to see if it was broken. They had him buy a new $85 mouse and kept the “broken” one.

The third bad incident with Geek Squad just happened with their selling the same relative two Geek Squad computer features that he’s already paid for. I called Geek Squad saying that my relative still has 77 days left on these features that he’ll now be double paying on. Geek Squad will supposedly refund the money now, but why didn’t they check their system to see when my relative’s computer features were actually due to run out? I also noticed Best Buy receipts are hard to read and I didn’t get good explanations from customer service about them. I always liked Best Buy store but am totally not a fan of Geek Squad and will avoid them if I can in this small community.

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Reviewed May 25, 2018

I purchased a computer from Geek Squad in May 2015. I agreed to the Geek Squad tech support plan and was also charged $99.00 to have my information transferred to the new computer. When I got home, I discovered the information was not transferred. Best Buy would not talk to me and insisted I had to work it out with Geek Squad. Geek Squad refused to refund the $99 fee. I kept the support for another month and then cancelled it because the computer stopped working and had to be scrapped. Geek Squad could not fix it.

I've now discovered they have been charging my business account, under changing and ambiguous names since that time. Although they say, they have finally cancelled the account, I understand this is standard practice for them. They continue to bill your account and if you have the bank block them, they simply bill under a different name. I have lost over $300 dollars to them.

During this time, I have never dealt with them and have never heard from them. They have been off my radar because I cancelled the service and vowed never to work with Geek Squad or Best Buy again. When you call they continuously disconnect the calls to avoid dealing with you. They told me that I cannot talk to supervisors or managers because they cannot help me, click. I just called again to get the order number to enter below and was told they could not find my original order number. Is there any remedy available to make this right?

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Reviewed May 16, 2018

Geek Squad services in general were good. The issue is when you go to unsubscribe you need to give your first born child! Issue... had Geek Squad sent to my email address for Cineplex etc, and for some weird reason it started to go to my daughters address... didn’t know why? So when I went to unsubscribe apparently I needed her permission! Really!?? After waiting 24 minutes, someone answered and immediately hung up. I was getting upset knowing I had to do this whole thing all over again. Then the lady couldn’t find my account, it should have been the same one they took the money out of every month, but oh no, they couldn’t find it! Then asked all sorts of email and phone numbers, only to tell me I wasn’t allowed to cancel it, I had to have my daughters permission. That’s rich! Never again! Don’t do it! It isn’t worth the hassle!!!

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Reviewed May 14, 2018

I spent approximately $300 for this so call support service. First of all there is no way to contact them after hours. So the 24/7 doesn't really exist. The so call geek is just a person working off a laptop that can't answer any questions that you may have that is technical. Or any other question about Best Buy services. I'm 63 and bought a soundbar. I had a friend tried to help me to try to set it up but couldn't. After contacting Geek Squad and they couldn't help I'm returning this $400 purchase back to them.

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Reviewed May 10, 2018

Can't even replace a battery in an iPhone 7 - Can't believe these guys brag how comprehensive their services and support are. You get bounced from one person to another then finally get told they "don't do your kind of repair", go see a third party. What am I paying for here. Very disappointing and deceptive marketing Geek Squad. The unfortunate part of this is I have to keep forking out monthly membership until November. Good money after bad.

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Reviewed May 10, 2018

The ext. warranty is like putting the money in the trash - Best Buy sells the warranty and I buy for 5 years. And they spend sending and sending the technician and does not fix. I tried to talk to someone in the repair department and they all just say they have to wait and I have no refrigerator in a week. The repair name is Geek Squad, something like that.

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Reviewed May 7, 2018

I purchased a laptop from Best Buy and got great usage out of it. I recently cracked the screen (it is a touchscreen) and decided to use Geek Squad to do the repair even though the warranty was expired. When I dropped it off I paid the service shipping fee and provided a max service cost of $169. I was told to expect a call shortly informing me of the actual cost of repair. I received an email in a reasonable timeframe informing me that the actual cost would be $193 and that my laptop should be ready for pick up the following Thursday and I approved it.

Three weeks later I still hadn't heard from them and I went into the store to check (I needed some other things). I was told that the repair was just about to be completed and that I would get a call to pick it up shortly. The next day I got another email telling me there was a price change and they needed my approval again. I called again and the told me they were bumping up the price to $253 and that they wanted my approval to start work. I asked for them to just send the laptop back and I will find someone much better suited to repair it. The part costs $40 online and local shops offer to repair for much less. Completely dissatisfied with Geek Squad and don't plan to use for any of my companies needs.

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Reviewed April 26, 2018

Purchased a cell phone from Best and the Geek Squad warranty as well less than 8 months ago. Brought my faulty cell phone to the store at Geek Squad department several times. The representative finally suggested that the phone is faulty and told me to call 1800GeekSquad. I called the number, after waiting long and being hung up on me, the representative told me that I have to pay the deductible for the cell phone that I purchased less than a year ago and it's still under Samsung warranty!!! Has nothing to do with Geek Squad protection plan. It's a fraud and phony plan. Geek Squad sells to profit from without providing the service. Will file a claim with BBB.

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Reviewed April 15, 2018

I purchased membership of Geek Squad in Saskatoon BestBuy for installation of TV which I purchased in store. The salesman said, "You can save the installation fee if you purchased the Geek Squad Service", so I signed a kind of agreement with the teeny tiny printing for details. The man from BestBuy had never mentioned there could be a monthly fee continuously charged from my credit card.

Over 6 months later now, I just found the Geek Squad monthly charged from my credit card history for CAD $22.19, EVERY MONTH, without any kinds of notifications like emails, mails, phone calls, texts... NOTHING. And I tried to reach Geek Squad today for this issue, they said as long as you signed the agreement, they have no obligation for notifications. WHAT THE HELL WAS THAT?!!

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Reviewed April 14, 2018

I purchased sam MU8000 13 days ago from Best Buy Sunridge location, They have charged me 250 $ for 4 yr Geek Squad protection and said you can get help any time 24*7 from them, just now some issues popped up regarding my IP tv, I called Geek Squad Calgary number. They have responded in very ridiculous manner. I can't even dream about it and didn't solve my problem and even after that in between they just hang up my call twice. I'm really really disappointed for money I have paid. It's 11:51 pm now and seriously this is not a good customer service. I'm not recommending Geek Squad for help at least in night time, no one told me anything about that. Geek Squad will charge you to see you at home, in fact people told me that it's free service. Sorry.

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Reviewed April 10, 2018

I purchased a computer with the extended warranty for my daughter. I took it in right before the warranty expired, they were to have replaced the keyboard and motherboard. I get it back and my daughter can tell a difference immediately, and not in a good way. The computer gets harder and harder to turn on until it doesn't turn on at all. I take it back to Best Buy to be told the warranty is over and there is nothing they are willing to do. I take it to another repair shop, they say it needs a new motherboard and the bill is $800.00. I call to complain and was told that a manager would be calling me, shocker no call. I posted on their forum, the forum is moved to the Geek Squad board, the same place that wouldn't help me in the beginning. So I may be forced to spend another $800.00 on this computer, but Best Buy will not be getting any more of my money, that is for certain.

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Reviewed April 10, 2018

I took my laptop into the (Geek Squad) Best Buy at Woodmore Twne Ctr 9th of Apr 2018. I 1st brought two laptops for Xmas, one of them started to slow down and I didn't know why. The agent at the store said they would check it out and fix it. If it was a software problem I would have to pay for that protection I did. I was thinking the whole laptop was covered under the plan I bought at purchase. I should have been offered software protection when purchased it, would have been cheaper. Kiana ** went back and recalculated the difference and refund to me the difference. Thanks for going the extra mile.

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Reviewed April 4, 2018

I brought my computer to Geek Squad Simi Valley because I was having a problem with an update. After contacting them online and waiting for them to help, I spent 4 hours with them. As a result, they deleted my camera and virus protection. Contacted them online later that day and told them in addition to the update not being repaired, now my laptop is missing crucial components. I spend another 4 hours with them on the phone only for them to tell me to bring it to the store. I bring it to the store and they reinstall the camera and AVG and fix the update. That same night my computer froze. It froze every day for another 4 days until I bring it in again. I brought it to GEEK again. They kept it for one day and I’m pretty sure didn’t look at it and told me everything was fine.

I took it back to Geek Squad and they delete Windows and put it back. After they did this they claimed my issues were repaired. I bring it back to them a few days later because it was not. Now they have to do a backup and charge me 40 dollars (I got a discount because they caused this problem initially). I bring it home and use my computer for 30 minutes and it freezes again. I go back to the store and now they claim it’s a hardware issue and I need to buy a new computer. Don’t trust these scammers. Their $200 one year protection is a joke. I paid them to destroy my computer!!!

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Reviewed April 2, 2018

I buy warranty on all my items since I am not a tech person so I bought a tv with accidental service. When I wanted to claim the tv because it broke, I had so much with phone service. They kept transfer me to different departments. I took my 1-1/2 hr to get through them. Finally when I got through them while I was on phone the call got disconnected. Lol. Again it took me 30 mins to get through the right department. They finally made my claim but the phone service Best Buy have is just crazy.

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Reviewed March 31, 2018

I was scheduled for a 12:00 to 4:00 delivery. I receive a first response phone call at 2:30 that they won't be at my house till 4:30. At 4:30 I receive a second phone call. The Geeks won't be there till 6:30. I call delivery and am told to hold. I hold for 5 min and then get a recording I've been disconnected. I will never buy anything from Best Buy that requires the Geek Squad. Spreading the word... Losers!

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Reviewed March 24, 2018

They auto charged me 3 years; did NOT include promised KASPERSKY - Total charge over $486 and NO promised Kaspersky antivirus with autorenewal! I contacted online and chatted w/ agent - no help. I then called for refund and they only credited $22!!! What a joke of a company!

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Reviewed March 20, 2018

When transferring data from my old to a new computer, my folders were lost. When I complained the agent said I had asked to have my past emails deleted, not transferred. No one told me my request meant I would also lose my folders. They said it was my fault as I asked for all emails to be deleted. And that includes folders. I got nowhere with this rude geek. I asked to speak to someone else, preferably a lady. She consulted with a regional manager and after 20 min, he was able to retrieve my folders and lost pictures. It was a bad and rude experience.

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Reviewed March 19, 2018

Like many others, I decided to take advantage of the battery replacement program from Apple on my iPhone 7. After contacting Apple, they sent me to Geek Squad at Best Buy. When I arrived, they ran diagnostics and I consented to battery replacement. “There is a very low chance your phone may not work after the replacement. If that happens, we put the old battery in and you leave no worse than when you came in,” they said. An hour later, I returned to be told my phone was dead, could not be fixed even after putting the old battery back in, and I would need to wait for 3-5 days for a new phone. 3-5 days?!? The condescending tech did not even offer a loaner phone until I asked for one. The manager did nothing more than shrug and blame Apple for the failure. Had I known, I would’ve waited for an appointment at the Apple store. Won’t be using Geek Squad again!

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Reviewed March 17, 2018

I called Geek Squad to find out if they could find out what is wrong with my desktop and then repair it. Geek Squad assured me they would find the problem and repair the desktop no matter the problem. 3 days later I was called back in and was informed it was my motherboard and dust was why it overheated and ruined the motherboard.

Geek Squad said they cleaned out all the dust, which they didn’t, it was still filthy. And then told me they don’t sell motherboards at Best Buy so I would have to go purchase my own and bring the desktop back in and they would replace it for me for $40. So I purchased a motherboard and went back into Geek Squad which is about 20 miles away each way. Geek Squad then claimed they don’t replace motherboards! What?! So $200 later and I’m not positive if they even knew what they were talking about at this point. Don’t take your computer to Geek Squad. They will charge you a $100 for diagnosing your problem and then won’t be able to fix it anyway. Find someone that will actually know what they are doing, and give you back your hardware in working condition. Thank you Geek Squad for completely wasting my time and money.

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Reviewed March 16, 2018

I took my laptop into the Geek Squad because it was having a glitch in the photo app. It was showing some photos as black when flipping through, but if I flipped back the photo would show. I figured that this would be an easy fix, but according to them they tried everything and were unable to resolve the issue. They told me that it doesn't make sense that it's not working because they made the computer like new, and told me that there must be something wrong with my files. The files are working on every other computer except for that computer though! They called me two separate times telling me that my computer was fixed and then when I went in it wasn't, and now I am going back a third time to pick it up unfixed. I had to re-explain the issue multiple times because every time I spoke with someone it was a new person.

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Reviewed March 15, 2018

Like many of you my INSIGNIA 43 inch tv just turns itself off when it wants to, and when you turn it on there's a noise coming from the speaker even if all the volume is turned down. This was a terrible purchase and a name brand I'll soon forget, and the GEEK SQUAD folks don't seem to care and now I understand why after reading all of the posts.

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Reviewed March 15, 2018

I brought a Dell laptop computer into the San Rafael Best Buy Geek Squad. They had to send it out for repair, they did not even ship it to the repair center for six days and the repair center did not even check it for a few more. My daughter needed it for school and due to the delay we had to buy a new computer. The computer finally came back almost exactly a month after I brought it in and about 10 days after their estimated return date. Getting service at their counter is slow also, have to wait in line both to bring it in and pick it up.

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Reviewed March 14, 2018

These people claim to support PCs online - they do not and they leave your PC in bad shape when they say they've "fixed" the problem. Have used them twice - first time I thought was a fluke. This time they were so lax in their customer service, and their technical support people are a joke as they hide their path so no one can find out that they didn't do what was asked - they shut off my Windows services so I couldn't report the problem until they had written a false report about the events - you'd do better just Googling a problem. Then when you try to speak to someone on the phone no one takes responsibility as they gaslight you about the situation. They are complete idiots who take no responsibility for their actions.

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Reviewed March 5, 2018

I had my laptop "repaired" 2 months after I had dropped it off at Best Buy, Geek Squad customer service. During this time I dealt with multiple service personnel, via 1800 number, and in store employees. THEIR STAFF lacked concern, And most of all customer support skills, not to be completely negative there were a few great Representatives... 2. This process was costly, exhausting and awful. Currently waiting a phone call, from an alleged appeasement Center. It's been about 2 weeks.

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Reviewed March 3, 2018

I bought iPhone 8 Plus in November 2017 with 3-year warranty at $503.64. At that time, I thought this warranty was from Apple and no one told me this warranty was from Geek Squad. Unfortunately, I dropped my phone and broke the screen. I went to Best Buy and was told to call Geek Squad. And then nightmare begun for the processing and making phone calls. They told me I had to pay $226 extra for repair or replacement. I had no choice and they gave me $75 in-store credit. DO NOT buy iPhone from Best Buy, DO NOT buy warranty from them also!!!

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Reviewed March 2, 2018

Twice now I have had to call support because they are double and sometimes triple charging me for multiple months. Yes, I should have noticed. Are they willing to do anything at all? NOPE! Customer service seems to be an absolutely foreign concept to Geek Squad. They are tapping a bank account and a credit card and refuse to even acknowledge that they are doing anything wrong. I have one phone on the plan. I have never used the service and the only time I needed to call was when I found double charge a few months ago, which I was assured would be reversed and the charges stopped. So angry I can't see!! Absolutely atrocious!

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Reviewed Feb. 23, 2018

An appointment was made to repair my computer issues. I spoke to Takira and I had to wait three days and was given a window of 8 A.M. to 12 P.M. The technician never showed. I had called the day of the appointment and spoke to Jill to confirm my information and appointment. I was assured that the technician would be arriving. He never showed up and I was not contacted. I called after waiting over 4 hours and was told that the technician could not find my address. He was sent to another state -- an old address -- where I no longer reside. Why would they send him to another state? They had my phone number and never called to check my address, when the technician could not locate me. They also had my current phone number. I was passed from one person to another: Jill, Casey, Negeeda, Sara. I was told I would not get another appointment until the following week on a Wednesday.

I had already waited for 3 days for an appointment, waited over 4 hours for an appointment for which they did not show up, and now I had to wait until the following week - 5 more days. I was told a supervisor would contact me. It is now 5:35 P.M. and NO ONE has called me. I would never use them or refer anyone to them after my experience. They never had the courtesy to contact me when they obviously sent the technician to the wrong address in another state, which was their incompetence. They should have known that from the area code of my phone alone, where they incorrectly sent the technician. They had my correct phone number, but neglected to contact me to straighten out their errors. When I called I was put on hold for over 33 minutes as they transferred me from one person to another. The staff was inefficient, sloppy, incompetent, and unprofessional.

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Reviewed Feb. 17, 2018

They don't tell you that when you call to cancel after the "free" installation there is a huge amount that you have to pay. No way can you cancel because you keep getting the runaround. Waste of good money.

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Reviewed Feb. 14, 2018

A few months ago I purchased a one year subscription for the 24/7 tech support at $99 plus $10.25 per month ($7.07 Geek Squad service / $3.18 antivirus). After 2 months I noticed my monthly charge went up from $10.25 to $11.53. When I called to inquire, I was informed the Geek Squad no longer supported Kaspersky and would now be using Trend Micro.

They informed me by email they would make the switch without charge for the Trend Micro. However, I purchased the year subscription at the $10.25 cost and so I called the billing department to asked them to credit my account and then continue to charge me at the $10.25 cost. I was put on hold for over an hour, then hung up on. I then started calling on 3 separate phone lines at the same time and each person tried doing the same thing of putting me on hold hoping I would get frustrated and hang up.

Well I did not. I stuck it out and eventually was connected and my issue was given a case # but never resolved. I have called them every week and will continue to do so. Why? Because when I do a test and call posing as a new customer, I am given the original pricing, yet when I tell them that, they refuse to resolve the problem. The Geek Squad billing department really is not educated enough to resolve issues. They all say they "Understand" and lead you to believe they will help you, but just put you on hold and/or tell you they are sorry but there is nothing they can do. Please keep this in mind when you call for the 24/7 service. It is similar to the cable companies, once they have you they start to increase the pricing and you are stuck paying it.

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Reviewed Feb. 14, 2018

“I suggest going to your local hardware store but you will have to pay for whatever price they charge you to fix your phone.” – said the Geek Squad agent (for real). Please, save your money and don't pay into a plan that does not pay off. I purchased a Samsung Galaxy Note 5 in December 2015 and had purchased the Protection Plan after the salesperson raved about it.

In February 2018, my phone started experiencing issues with the battery and signal, so I called them to see what my options are to getting my phone fixed. So I went online to chat with an agent from Geek Squad. They told me my protection plan expired in December 2017, and to call the Geek Squad for further assistance. The agent exited the conversation faster than I could respond.

So I called Geek Squad. The agent was nice at first, and when she told me my plan expired in December 2017, I explained to her the situation was that I thought the plan was longer than 2 years, and asked if there is anything Geek Squad can do. Her tone completely changed, and kept reiterating to contacting the carrier to replace my phone and to see the local repair shop instead. The rudest comment she made was her hammering the fact that Geek Squad will not cover that cost (hello? Common sense). So in the past two years, I wasted $337 on a plan that does not cover the device when it actually starts having issues. Word of advice: Save the money into your own repair/replacement fund instead of purchasing a protection plan that does not, and will not cover your device(s) when they start having issues.

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Reviewed Feb. 12, 2018

I have a Samsung 65" Curve TV which turns on by itself. I purchased Geek Squad extended warranty when I purchased it. They sent technicians to our house 3 times and couldn't fix it. They told me we must try another company to have the second opinion if the TV is fixable so another technician from a company called Best Tech came to my house and couldn't do anything. They don't want to change my TV and keep shooting me to another company. When I call Geek Squad, they don't even know how many times they send a technician to my house. It seems that they don't keep the record because every person tells me something different. They tell me, "We will call you back" and nobody calls me. I have called them more than twenty times and still no answer and still they don't care about my TV. The worse customer service that I have ever seen.

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Reviewed Feb. 11, 2018

Wanted to buy an all-in-one printer, scanner, copier, faxer, found 1 at Best Buy, the Epson WF(WorkForce) 7710 all-in-one. Ordered it online, price seemed good for the printer. Customer Service person, cooperative and went ahead and ordered the printer. Email to confirm printer order, actually received the printer as scheduled. Process working well until I tried working with their Geek Squad for tech support. That's when the ** hit the fan!! YANK AROUND, so typical. 5 days spent trying to deal with Geek Squad on the phone. Actually got as far as almost scheduling an appointment for an in-home setup.

When I began asking questions, the notorious yank around began. When I found I could not get, what I call, good customer service, it was time to move on. Reached out to Epson, the manufacturer of my printer. That was worse than trying to deal with the Geek Squad. (Read previous complaint re: Epson). After approx. 3-4 days, decided I had to go to the Best Buy store in person, having not gotten anywhere with talking to anyone on the phone. That was almost as bad as the phone communication. Talked to, what I thought was the manager, he actually had some input, then was yanked to the Geek Squad. The communication and conversation, I thought went well, I let him know, in detail, what I wanted. 2 separate requests.

After agreeing on a price for pretty much a one time in-home appointment, also looking at a test with the Geek Squad with their 1 year, what I call service contract, I asked the person I was talking to for what we had agreed in our conversation in writing, he didn't like that. We talked about a date and time and window for that appointment. While I was waiting for the acknowledgment for the appointment, I asked if there was a deposit at this time or pay after the work was done, he replied, payment up-front. That is when I gave him back the literature about their service plans and told him to cancel the appointment and walked out never to deal with Geek Squad in the future. Later, the same day, I had to get in touch with Geek Squad customer service to find out why the appointment, I had scheduled and cancelled while I was in the store, was not cancelled. Again 3-4 hours to resolve that issue.

After, what I call "Pulling Teeth", and the notorious yank game, I actually reached a young man who even cooperated with me and, after 1 hour on the phone, got some answers to my questions. Ultimately looking for some sort of confirmation confirming the scheduled appointment was cancelled. This young man provided me with that information. Do you see how much time was spent on this very simple request. TOO MUCH!! Why are customer service people so resistant to helping their customers, or giving their customers answers they might be looking for. I find, so often, I am saying, "You are really doing the company you work for a disservice and are hurting the business". Maybe you have to be from the old school, where, at one time, people took pride in what they did.

If these so called customer service individuals continue to not give good or even adequate customer service, customers will bail out and go elsewhere as I am doing. Maybe they don't realize their worldwide enterprises are built on their customers, and if they don't shape up, these enterprises are going to end up right down the toilet. Much more training needed, indeed.

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Reviewed Feb. 9, 2018

I had purchased a brand new 65 inch Samsung Curve television and bought the extended warranty to go along with it from Best Buy. A little over a year after the purchase the tv internally malfunctioned. This alone was frustrating and when I called Geek Squad and let them know they told me they had to ship parts to my house, without ever coming out to look at it, and they scheduled the repair for 6 days later and the guy who scheduled it promised me the parts would be here by then. Come Monday after work still no parts so I called them to find out why and they were shocked the parts didn't come and now are having me take another day off of work for Thursday with still no guarantee the parts would be arrive so then I later that night I got another call saying they want to reschedule again for Friday.

Now it's Friday and only one of 2 parts arrived and they want to reschedule again for the weekend. This is absolutely the worst customer service I have ever experienced. They were not willing to work with me and were unapologetic for the hassle they put on me. Do not purchase electronics from Best Buy and get the Geek Squad insurance 'cause you can't get them to keep a schedule or even work with you.

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Reviewed Feb. 9, 2018

My elderly mother purchased a Lenovo computer from Best Buy. It started having issue 3 months later. It turned out to be a software issue according to Geek Squad. We did not purchase a plan as the last time they attempted to sell me a plan it was cheaper to look at a new laptop. I had an appointment and went in with the computer. I ended up waiting for 20 mins past my appointment time as there was only one person working. When my turn came she basically did exactly what I did at home (and described on the phone) to come to the same conclusion I had.

They then proceeded to try and sell a plan (despite the computer still being under warranty, which doesn't apply to software). The amount of the plan is more than the fix - windows 10 just needs to be re-downloaded. Best Buy will not take the computer back and Geek Squad is useless (unless we buy hundreds of dollar’s worth of a plan to have them reboot the computer in safe mode and re-download windows). I am not happy at all.

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Reviewed Feb. 5, 2018

I had only the worst experiences with Best Buy. Took Best Buy’s rep recommendation and purchased HP Pavilion in 2016 for work along with a 3 year warranty from Geek Squad. Big mistake. Within a year the battery died and laptop didn't operate unless plugged in. I called Geek Squad technical support, spent about 40 minutes on the phone, they told me that it is not a problem. I should take it to Best Buy location and they will replace it for me. Took it to the Oakville Best Buy location, where they didn't even look at my laptop. Was told that laptop battery usually dies in about a year use (what a joke). Obviously battery is NOT covered with their warranty even though it is the battery defect, not the end of the lifespan. Called Geek Squad technical support again they said that I should speak to the manager of the store as they have never heard of battery dying within a year.

Took it to the store again, "manager" ignored my laptop, and said they can take it to repair. It will take 1-1.5 month and will cost $ 200! Called Geek Squad twice and both times got transferred about 4 times to different locations and as a result got disconnected. Spent $250 on their warranty and they won't even check what is wrong with the item. It sounds like half the store doesn't know what they are doing, the other half doesn't know how to communicate with clients. Save yourself some time and buy someplace else, i/e Costco, even online is better. DO NOT ever buy into that Geek Squad warranty, big lie and huge waste of money. Very unprofessional staff.

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Reviewed Jan. 27, 2018

Do not purchase 2 Year Geek Squad Protection Plans for any Samsung Mobile devices. I purchased my Samsung Galaxy S8 at a Best Buy location in IL in July of 2017 for ~$600. I also purchased the $199 2 Year Geek Squad Protection Plan for coverage on this phone. The Best Buy associated showed me the Plan Brochure and explained that screen damage would cost $59 and an entire phone replacement was $159. Completely reasonable for an expensive cell phone.

Unfortunately, I recently dropped my Samsung cracking the screen. The phone works fine, I just need the screen replaced. I called a Geek Squad in Gurnee, IL and was told I'd need a new replacement phone because they don't fix Samsung phones at that location. I went on the website and called the 800 Geek Squad customer service number who told me I just need to go to the Samsung Service Repair Center in Des Plaines and they will be able to fix it. I call them first (thankfully) to find out they only repair Samsung Appliances.

So, I called Geek Squad again. This time, I'm told that Geek Squad does not have authorized Samsung Cell Phone Technicians who can work on Samsung phones anywhere in the entire state of IL. They then gave me a story about how Samsung only authorized this in a few states and IL is not one of them. The only option I had to repair my Samsung Galaxy S8 screen, is to pay for a new phone replacement at $159, almost triple the amount I was told when I purchased the plan.

I don't get how a corporation as large as Best Buy/Geek Squad can get away with deceptive practices such as this. If there are no Samsung Technicians available in IL to fix Samsung phones and the only option is the pay for the replacement, then why are they permitted to sell a product with the $59 option? Obviously Best Buy/Geek Squad knows that can't replace cracked screens on Samsung devices in the state of IL for $59. The fact that they continue to sell these plans in IL to IL customers purchasing Samsung devices without disclosing this fact is unethical and wrong. I bought this plan because I figured my screen would crack at some point in the first 2 years. However, I did so thinking it would be $59 for the screen replacement. Had I known that it would be $159, I would never have bought this plan. Nobody would.

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Reviewed Jan. 27, 2018

I purchased washer/dryer from Best Buy making sure measurements are accurate. It took 3 "installation" visits from Geek Squad to learn that my product supposedly doesn't fit. It took 3 teams of people to tell us promised job can not be completed. One of those teams was actually helpful giving proper recommendations, but when requesting that particular team from Geek Squad was told that Geek Squad has no control who does the installation... Ended up contacting person privately who for nominal charge agreed to install my product no problem. It seems like Geek Squad may be able to install an appliance as long as it doesn't require more than plugin to a power outlet.

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Reviewed Jan. 25, 2018

I went to Best Buy Geek Squad for assistance with my computer. I had to wait in line for over 30 minutes. One of the squad reps. had to be told to come to the counter to help me. I got sent away because they were busy with maintenance. I returned several days later. I checked on the repair status two days later and was told I could pick up my computer the next day. I went in two days after and was told the computer had not been touched and would not be ready for a couple more days. Let alone I had to wait in line for over 1/2 hour to be told that. Only 1 person on the desk for most of the wait time. This is consistent with anytime I have needed help. Poor customer service. The worst in any store I Have had dealings with. If I didn't have a computer repair contract I would go somewhere else in a split second. Fix it Geek Squad. I am not the only one tired of waiting at that desk for service.

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Reviewed Jan. 25, 2018

A business customer for about 7 years, Geek Squad was perfect for us. We are not computer savvy, just need help with little problems - at $99. a year - great deal. I called in for another small problem-printer not cooperating. They said I needed to rejoin at 3 times my original price, said I did not pay my yearly membership. I remembered seeing the fee on QuickBooks, responded I did pay and was able to prove. 5 people later and after about an hour and a half, they did find my payment but it had been sent in as a "1 time fix" because I was past due, my card had expired. That 5th associate realized it was still within the time limit - a manager by then - and everything was okay, she "escalated" the problem, saying she would still connect me to a tech, everything would be good by the time they were finished. I got the tech, he said everything was fixed and started work.

I mentioned my iPhone wasn't connecting to our computer also. No problem, checked-yes it's connecting. No, my pictures are not downloading. Yes, they are. Went on to tell me in technical terms how he knew they were. I still did not have any downloaded pictures but gave up, being able to print invoices was the big picture. Mentioned having problems with our laptop also, said that was a separate call-understood, no problem. Got out printer printing-awesome. Called in next day as recommended for laptop. No account, can start a new one for 3 times amount. Tried to tell associate account had been fixed previously. There was no notes to validate. Couldn't remember the manager's name from previous day- I thought everything was good and didn't write it down.

Another 5 or 6 associates later, me each time asking for a manager, they each time saying they could handle and having me retell the story... Finally a manager, another hour and a half in. She went through the payments, saw we had paid a one time fee instead of it being applied to our membership and "escalated" the problem so we could get the laptop worked on, "Just give us a day or two and call in with this case #. If we don't call you by then". Day or two, then five went by. I called in, they have no notes. Printer is not working again. Pictures are still not downloaded. Should have just shut up and paid to reup at 3 times.

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Reviewed Jan. 23, 2018

We experienced a seemingly dead Hard drive failure with our ASUS Laptop. The hard drive is a flash memory. The guy at GEEK Squad looked at the computer --- re-started the computer with some program on a flash drive. And then pronounced that our Flash memory was dead --- or maybe the motherboard was toast. NO way could he recover the valuable information on the hard drive. We then took the computer back to Memory Express --- related the story. He advised we take the machine to ICube specialists in data recovery.

The guys there wanted to do a full exam and diagnosis. He estimated this was going to cost $200 and upwards. We decided to take the computer home and risk loss of all the data and re-install windows 10. Lo and behold a miracle occurred. The computer functioned as if nothing had happened. It worked perfectly. Lesson learned: The computer repair business is a total unscrupulous scam!! They take advantage and feed on those who know little about computers.

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Reviewed Jan. 20, 2018

Geek Squad is a total scam. I have been paying for coverage for years and about 1.5 years ago I broke my screen and had my phone replaced. Then last week my home button stopped working so they sent me a replacement. Within 4 days of getting my replacement it became obvious that it was faulty, the home button would not work. I phoned in and was told when they received my last phone they saw a small crack near the camera and because of that they could not send me a replacement for my faulty phone until they received the faulty phone first. I told them I could not go 6-10 business days without a phone and that I wouldn't even be in this position had they not send me a broken phone in the first place. The guy on the phone refused to help and refused to allow me to speak to a manager so I ended up cancellling my coverage. So now I am stuck with a broken phone that they sent me after year of paying into their fraudulent company.

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Reviewed Jan. 17, 2018

I purchased the Best Buy Geek Squad Phone Protection on a iPhone 6 and a Samsung 6 Edge and it has been the worst investment I have made. They just keep on fixing the existing phone and sending it back and I have had to send the iPhone in to be repaired 3 times. I would never recommend this plan or buying a phone from Best Buy or purchasing a plan from Geek Squad. Service is poor and the phone representatives are condescending.

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Reviewed Jan. 16, 2018

First call to Geek Squad was to get a battery replacement and they charged me $112. I had a small crack in the glass. They fixed my glass and send my phone (Galaxy S6) back to me. Battery was not replaced. Second, 3rd, 4th and 6th call was to find out why my phone battery was not replaced. Got a supervisor on the phone and he asked me I would get a new phone with a $784 in 5 business days. The phone I received was junk. There was sticky residue on the top and bottom. Pieces of glue sticking out of the top screen, screen didn't lay flat was 1mm higher than it should, and the glass on the battery side was 1mm higher and has 166 charges on the battery.

So overall 4 things wrong with it more than the phone I currently have. Minus the damage that was done to the phone when they had replaced the screen. Giving my CC# for the 3rd time they said they would send me another refurbished phone. I said no thanks... Sending back the junk phone and waiting for a box to send my phone in to get a battery replaced. No charge. Already spend $112 and 3 weeks waiting to get a battery replaced. I do not recommend getting a replacement phone if the phone you have is in good condition. Fix the phone. Don't ask for a new one.

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Reviewed Jan. 8, 2018

I recently purchased the GEEK SQUAD computer protection program... $20 per month... includes all my devices and offers discounts on future purchases. I had a PC tune-up and minor fixes yesterday. They did the work so fast, so efficiently, provided so much helpful information and have excellent customer service. I highly recommend this program. My store is in South Philadelphia, but they're everywhere and also offer remote repair. Additionally you can get private tutorials on all of your devices on any program... included!!! If you're in Phila., ask for Melissa. She's AWESOME!

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Reviewed Jan. 8, 2018

I was told by the store salesman that my install would be free if I purchased the new flex hose kit from you so I did and I was charged for install. Then I had an install scheduled for Saturday Dec. 30th but the truck broke down then we rescheduled for this past Saturday Jan. 6th. When they came to install the range they had to borrow my tools to do the job because they did not have the correct size wrenches. Then they did not have the proper size fittings to install the range. They told me my only choices were to finish it myself and go get the proper fittings or to schedule a new time for them to come. I chose to just finish the job myself. I was told I would be contacted on Saturday afternoon to set things right for these issues. I was never called and when I tried calling it just went to voicemail and I was never contacted.

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Reviewed Jan. 4, 2018

I have problem with my refrigerator (Samsung) and call to Best Buy and response very quickly, the services excellent, quicky and Eric work very well. Fast and call me to can back to fix parts. I received parts in 1 day and don't pay nothing. I recommend this insurance. Fantastic services Appreciated. To Eric fantastic services very nice person.

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Reviewed Dec. 31, 2017

I no longer wanted Geek Squad antivirus software as it doesnt work! I had viruses on my PC that only Norton was able to remove for me! AND I was charged as an auto renewal without my consent! Nowhere on their site can you see or cancel such renewal! After FOUR different online chat reps kept transferring me again and again, I was forced to call and wait 20 mins! I asked why I couldnt cancel the renewal or even see it on my account and they stated you have to call them!

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Reviewed Dec. 31, 2017

So when my brand new laptop had to do an update to Windows 8, I didn't want it to and closed my laptop putting it into sleep mode (bad idea). This corrupted the hard drive and made it inoperable. So I called up Geek Squad since I purchased it from Best Buy, it was the latest and fastest laptop our spending around $1300.00 on it. They said, "Sure, bring it down and we'll run a diagnostics on it." They did, said it needs a new hard drive, cool, I purchased one from them. They installed it, then installed Windows 10, fine whatever.

Then I check it out in store there before I leave, it's missing 2 small screws on the bottom of it where they had to remove the bottom to access the hard drive. I inform the attendant, he says, "Oh they probably missed those, I'll go check." Puts in 2 bigger screws cracking the bottom case. While when you pick it up you can hear the other 2 screws lose moving around inside the laptop... I'm like, "Well whatever man as long as it works now." He said, "Oh yes it does." and powered it on, etc. Obviously with a new hard drive I lost all of my pictures from my child's birth, so I ask about being able to retrieve those, he informs me for $150.00 non refundable we can send it off and try to get your photos off, but it's not a guarantee. Then for another $100 min up to $300 they can save your content on your hard drive. Find I'm not going to try just because I'm unsure at this point if they even did a good job.

So I take my laptop home, it used to be SUPER FAST, now it's just mediocre slow as you would expect a laptop from 10 years ago. So I don't know if the new hard drive is creating it to be slower or if they stole processor parts and swapped them out for another laptop of their own since us being the "stupid consumer" is taking their laptop to them in the first place. Man what a headache. I have replaced my own hard drive previously and should've just taken matters into my own hands rather than spend $200 using Geek Squad to seriously slow down my super fast laptop. It also could be that Windows 10 is slowing it down as well, but really I'm unsure.

I did take a brand new laptop into them, they returned it with scratches and cracks in it, looks really used now that they got their hands on it. I will never use them again, rather do it myself or use another laptop repair store (which now knowing what I know I wish I would've in the first place). So bottom line is, do not use Geek Squad, use another laptop repair store or better yet, Youtube it yourself and use eBay to buy your parts.

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Reviewed Dec. 27, 2017

Today I had called but the CSR was so hard to understand and was repeating someone else wording to me. I asked her to let me speak with the person who is giving her the things to tell me but she refused. Then I had to repeat all the information 3-4 times, I advise her that I had dropped my phone outside and it is not working properly. It shows it is charging while the cord is not in the slot. But she did not even notice anything. Gave me my options, I took the advance option, she advise twice that it will take 3-4 days and once I gave her my credit card she said, "Oh it might take more time."

When I sign up they told me that if anything get wrong with my phone I will get the new replacement phone and now when I called they told me that they will only give me refurbished phone, I ask them that was not the deal so they said, "NO IT HAS BEEN LIKE THAT" so make me like I am making stories. Honestly very bad service, I was not expecting this from Geek Squad. I am so mad right now, all the money I had paid them was a waste. I ask them, "If you are giving me refurbish at least give me Note 8," her respond was, "Oh we are not here to upgrade," so insulting. Never ever I will get insurance from them again. They are not worth the money or time, at least put someone who can speak or understand English. I am so disappointed that I cannot even say.

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Reviewed Dec. 19, 2017

Worst possible service ever from Geek Squad protection plan for cellphones. Sold by employees at Best Buy with false information and misguided service. In return to your trust within the company they throw at you that you did not read terms and conditions. Horrible customer service. Spend more than 2 hours on a phone call every time you call in and they still do not give what they promise. ALL EMPLOYEES give wrong and different information. No consistency. Two year money grab and waste of money!!

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Reviewed Dec. 19, 2017

So I guess they are trying to be like Apple with showing you how to set up your new iPads, iPhones, etc. and just like Apple you set an appointment to meet a specific time which I did and yep you guessed it complete no show. I mean the people had no idea and showed no signs of even caring that someone scheduled an appointment to see them. Never again!

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Reviewed Dec. 15, 2017

I purchased a Whirlpool dishwasher from Best Buy and sign up for their Geek Squad coverage. 1 year or so later the machine started having issues draining and rinsing. I call Geek Squad and reported the issue. After 5 missed appointments, they finally sent a local service appliance company called Superior Appliance (take a look at their reputation on Yelp!). Their diagnostic was: “Your machine is not covered by our warranty”. Meanwhile, I had to be home between 9am and 5pm for 5 days and lost 5 days' worth of wages. It ended up costing a lot more than getting a new machine. It would have been a lot cheaper getting a new machine. I ended up doing that.

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Reviewed Dec. 12, 2017

I have been a long time supporter and advocate of Best Buy. I bought an Open Box last year for Christmas and less than 1 year after purchasing it, the computer failed. They claimed that it came with the same warranty as a new computer, but refused to honor the warranty on it due to an error on their end when the computer was sold to me.

All of that aside, when the computer was sent to Geek Squad they called and told me that the motherboard was bad and needed to be replaced. The quote was $426 + tax, which was an insane amount for a computer that was less than a year old. I refused to pay this for many reasons and had the computer returned to me. Once I received the computer back, I decided to do some research on my own and try some of the troubleshooting I found via Google. After less than 2 hours of troubleshooting I was able to get the computer running again without having to replace any of the hardware! These guys are supposed to be the technical experts and the proposed solution was to charge $426 to replace a part that didn't need to be replaced!

I would recommend anybody that is even considering using Geek Squad services to reconsider. Try some troubleshooting online first and if not comfortable with that take it to a local repair shop. Anyone has to have better customer service than Geek Squad and they will most likely be able to fix the issue without taking the easy route! Very disappointing experience for sure and I will never make that mistake again.

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Reviewed Dec. 9, 2017

Terrible service. Incompetent Auto Geek Squad. Hopeless management. The issues when I went to install remote start for my car. 1) Did not do it right the first time. 2) Messed up high/low toggle of car seat (They claim its existing, that's lame). 3) Took a week for second appointment (I had to leave my car overnight) only to find out that the device is incompatible which was sold by Best Buy in store itself.

I went to store management to complain on this. Sarah took a note and Kurt was supposed to call me. No one called. And then again, I went and told Ryan at the store, he too informed me that Kurt is going to call me. No call again. Today, I called the store. After some prolonged waiting, Ryan informed that Brad (instead of Kurt) should have called me already which did not happen. He said Brad will be calling me in a couple of days.

If the device is incompatible, how was it fixed in my car in the first place and delivered? And then the high/low toggle thing. Mike is the guy who worked on my car the first time and he is the one who fooled me. He actually finished his work by placing an incompatible device. Only consolation is Derek who verified that the device is not compatible with my car after some extra hours of work. I think they are just taking time to prepare themselves to come up with some crap. I don't see them busy when I have to buy something. I see them super busy when they have to respond to concerns.

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Reviewed Dec. 6, 2017

This is ABSOLUTELY HORRIBLE service. The fact that all these people committed to making an account just to post their experience tells you how many issues these people have. It's ridiculous, HOURS (literally hours) spent talking on the phone being promised callbacks that are never returned. Finally, after contacting my bank they gave me a return in "store credit" which I will never ever go back to. Absolutely ridiculous service. Infuriated, they didn't even cover me the full purchase and cheaped me out $100 because they're valuing my phone at its price NOW instead of when I purchased it.

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Reviewed Dec. 5, 2017

I got Geek Squad Tech Support 24/7 because it was the cheapest plan. You get what you pay for, that's for sure. Almost EVERY time they have been asked to fix several problems, they have NOT fixed the problems and have created new ones! And don't bother calling late at night; the skeleton crew is just that -- a bunch of deadheads. Plus the wait time is sometimes as long as five hours! So I leave my PC unattended, they do the work then sneak out of there having NOT done the work and further messing things up. Again... you get what you pay for.

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Reviewed Dec. 2, 2017

My advice is don't get Geek Squad insurance. I paid $140 for my phone. I paid $50 for the Geek Squad insurance. My phone is broken right now. I was told I have to pay $50 to receive a used phone. That's $100 total I'd have to pay for a used phone. My phone cost $140. I could've bought a brand new phone for that much. The MOD at Best Buy Poplar Ave in Memphis TN was horrible and unhelpful. I called Geek Squad. There was nothing no one could do. They told me the details were in the terms and agreement. I'll get a new phone but this is my warning to you, don't do it. Geek Squad is a horrible company. TOTAL RIP OFF. They make money by encouraging you to buy the coverage and to pay even more when your phone is damaged.

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Reviewed Dec. 2, 2017

The service personnel were rude. Twice they assisted a person behind me in line (we both had 11am appointments). I had to wait 20 minutes after my appointment time. Was not given any kind of demonstration on the computer. Was sold incorrect cables. When I got the computer home, I spent 5 hours fixing what had been installed incorrectly.

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Reviewed Nov. 30, 2017

On Black Friday my husband and I ordered a tv, sound bar and bracket online. We also paid $199 for the total install pacakage. The install date as for Tuesday the 28th. On that day, Geek Squad comes with tv in hand - nothing else. Unbeknownst to us, the other items were being shipped by mail (the Geeks don't offer up that information). I called at approximately 11 am Wednesday to get another appointment and was told by a young lady that December 14th is the earliest. IT'S NOT EVEN DECEMBER 1ST!!!

I expressed my dismay and she had me speak to a young man named Jakai **. He was nice and professional and told me that he would email the DDM (?), who have the authority to authorize additional installs that I am requesting an earlier date. He stated that either the DDM(?) dept or himself would return a call to me within 24-48 hours with an answer. No problem. I was appreciative. At approximately 4 pm, Jakai leaves a voicemail on my husband's phone stating he got us an appointment for December 6th between 12-4. We need only to call him back and confirm. When we call the number he left, it's a call center and I get another rep who doesnt know him.

I hang up from that rep and I call back. I get another nice young man named Cameron who puts me on a few holds while he contacts central dispatch. Please note, the information about my December 6th appointment is noted in the notes. Cameron gets me in contact with Errik of central dispatch who also sees the notes about December 6th and he places me on hold while he emails the person who got me that date - Jakai **. Well, according to Errik, Jakai is taking his time emailing him back and is also trying to pass the buck.

Cameron offers to call me back in 20 minutes instead of placing me on hold repeatedly as it has now been 45 minutes that I've been on the line. I wait and I wait some more. Approximately 3 hours later, I call back and get another nice young man named Victor ** who sees all the notes, contacts central dispatch and within 7 minutes, comes back on the line and said that a woman is making good on that date and I AM ELATED. I get my confirmation email and it says December 12th???

I am satisfied with the people I spoke with, with the exception of Jakai ** passing the buck, but CENTRAL DISPATCH IS A JOKE AND THEY LIE! I am so upset that I have to wait so long when I was told differently. I will be complaining to everyone I know who needs services and wants to try Best Buy. They are not the only people who can give a decent deal and do installs.

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Reviewed Nov. 27, 2017

I purchased a Compustar 4202s remote start system for my 2013 Hyundai Santa Fe, which came with Geek Squad installation included; and even though I have been involved with electronics for 30+ years, due to time I thought this was a good deal. I scheduled for the Davie, Florida store to install it. For lack of better words, the installation was horrendous!!! The so called technician was so amateur in his installation techniques that I cant believe he has even passed any sort of certification. All my connections, power and/or data (Rx and Tx) were done by peeling the wires and wrapping with electrical tape without securing the wires either with either a bit of solder or an actual connector. In fact, the technician spliced a number of wires in his search for the proper wire and never even fixed the damaged he was causing along the way.

At the end of the install, the system never worked properly. The car did start using the aftermarket remote, but the engine could not be shut off with the factory push button in the dash. Instead, the aftermarket remote had to be used. More important is the fact that the locks, radio or backup camera did not work either when the vehicle was started with the aftermarket remote.

The car starts perfectly when the OEM key is used. Additionally, the factory harness were butchered up so badly and left damaged in the vehicle, along with the driver seat surround. Furthermore, that the power source connection became loose after a couple of miles of driving. Best Buy should be ashamed to call themselves professional installers. My Hyundai dealer will not fix the electrical damage, unless it is involves replacing the main wiring harness at a cost of over $4,000. Stay away from Best Buy Geek Squad. All of the positive reviews about them online are truly questionable.

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Reviewed Nov. 27, 2017

I bought a laptop a year and half ago from Geek Squad and the associate convinced me to buy the warranty so in the case of any accident they would cover the repair and replacement of the device. My laptop was accidentally damaged. I knew it was damaged really bad and needs to be replaced. They were so rude to me and said they are not supposed to even repair it as their policies changed. They repaired it but it is in such a bad shape as nothing works anymore. GEEK SQUAD IS A HUGE SCAM.

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Dragan increased rating by 4 stars.
After a positive interaction with Geek Squad, Dragan increased their star rating on Nov. 27, 2017.

Updated review: Nov. 27, 2017

They took care of me!!!Ignore my previous Complaints.I regained my Confidence in Best Buy and Geek Squad again.

Original Review: Nov. 26, 2017

Best Buy and Geek Squad. These people are biggest scammers on the planet. Purchased a bad Frigidaire replaced it with Whirlpool. Both time I bought an extended warranty through Geek Squad, now my Whirlpool does not work. Upon calling them they say, "We don't have a technician in your area!!!" But you sold me the Geek Squad warranty both times!! Unbelievable!! These people (scam artist) belong in jail.

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Reviewed Nov. 25, 2017

Bought 2 TVs and Xboxes Feb. 2017. Best Buy convinced us that the Xboxes would do it all - play movies, run TV, etc. even though we didn't have cable. We could buy delivery, TV installation service and service to connect the Xboxes. Geek Squad came and connected the cables to the TVs and boxes but said until our remodel was finished, the TV should remain covered and that set up was easy - if we couldn't figure it out they'd come back. Been trying to get them back since then with "just follow the directions on the Xbox website." No TV until a friend figured out how to get that working, still no Xbox working.

Got fed up today (11/24) and walked in the store that I bought everything from. I was told they couldn't help me, have to call their 800 number. Did that and went through the story, AGAIN but this time was told the ticket was closed out and that I'd have to pay $99/setup AGAIN! Still am reeling from this despicable lack of service coupled with what I can only call extortion!

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Reviewed Nov. 18, 2017

I purchased a Samsung dual oven range from Best Buy. Before finalizing the purchase the employee promised that if I buy the extended warranty from Geek Squad, I will have my appliance repaired or replaced should anything happen to it. I paid 300$ on that warranty. Unfortunately 2 years after my purchase the glass top of my range suddenly cracked. I called Geek Squad just to find out that the warranty does not cover my range. The agent who took my call wouldn't even listen to what I had to say. I will never ever buy anything from Best Buy. Save your money. Don't get extended warranty. It is nothing but money grab. Very disappointed.

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Reviewed Nov. 17, 2017

I have an Acer Aspire R14 and have had an issue with gray screen when coming out of sleep mode. It’s just recently out of warranty but I have extended warranty with Best Buy. I’ve had the computer to the Geek Squad twice and have determined that they have no idea what they are doing. They rolled back to the last display driver which worked until Windows did an automatic update. I took it back again and still they did not fix it. I’d told them that they probably need to turn OFF THE automatic update for the display driver so it doesn’t happen again. Well, they didn’t!!! So now, after driving two hours one way (4 hours round-trip) each time to drop the computer off to them and then two or three days later making the 4 hour trip again, nothing has changed. I’ve since looked at the Acer community page and fixed it myself! BEWARE OUT THERE!!!

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Reviewed Nov. 16, 2017

We have a Geek Squad service contract (but not for much longer). We had them do a home visit to check out our high-end gaming computer. The guy did very little actual diagnostic, and then told us we should have the thermal paste replaced because it was overheating. But he couldn't do it in-home because they aren't allowed to and to take it into the store. So we called the store and they said they aren't allowed to do it because if they mess it up there might be liability. I asked if that meant they weren't competent to do it, and they said they were competent, but that they weren't allowed to do it in case they mess it up. Bottom line, they tell you things that aren't true and they are incompetents. Don't waste your time and money on them.

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Reviewed Nov. 13, 2017

I bought a Samsung Galaxy S7 Edge 7 from Best Buy and they did encourage me to purchase Geek Squad protection. I agreed when told that if anything happens to my phone they'll replace it with a new one free of charge (except if physically damaged). When I called them almost a year later for a persistent problem with my screen brightness that their tech support couldn't resolve earlier, they sent me a refurbished set. Despite my repeated calls they insisted that this is as far as I can get and gave me no other alternatives. Additionally their customer service associate told me bluntly that "I should educate myself about the contract before asking to talk to the manager". As echoed by another client "Never get fooled buying the protection plan".

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Reviewed Nov. 3, 2017

I submitted a claim on August 2 on my iPhone as the battery was draining quickly. It took them 3 weeks to inform me by mail that they are unable to find a replacement phone and gave me a gift certificate for a new phone. Great. Then it took me a couple weeks to find time to go to a Best Buy and buy my new phone, which occurred on September 9. They took a $500 deposit that I would send my defective phone back to them. Never did I hear on the phone that I had to this within 30 days. Well that 30 days started at the time of the claim, not when you receive your new phone. So by the time I got my phone 5 weeks after the claim started. It was already past the 30 days. So needless to say they did not return the $500 and I still have my old phone.

I do not know what you pay for with this service? $15 a month so if something goes wrong with your phone, you can get it fixed quickly and for free. NOT TRUE. 2 years of fees = $360, $200 I paid extra to get my phone, $500 for theft of my deposit. Add that up and I spent $1060 for my new phone. This is not good insurance. DO NOT BUY GEEK SQUAD PROTECT!

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Reviewed Nov. 2, 2017

Took a 2000 dollar laptop in for a simple repair. The hard drive was old so I wanted to upgrade it. They immediately told me it was the motherboard without even looking at the computer. They were very wrong. It was the hard drive. After that I got the computer back and it will not connect to Wi-Fi at all. It tells me the Wi-Fi card is broke or damaged. I take it back and they said nothing wrong. Yes there is something ** wrong. It will not connect! And no it's not the ** Wi-Fi. It's some something they did! ** you Geek Squad!

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Reviewed Nov. 2, 2017

Sometimes the intake line personnel are rude and hang up. They take a huge amount of time answering the phone. When they do, they read a spiel about how their service works. WE sometimes use it 3 time as a day for years, so we do not need to hear this rigamarole, just have them access the computer, but they insist, which is a total waste of time. Sometimes the actual tech 2 level experts ruin the computer, and one has to go to a different vendor to get it repaired, for they take about 1 week, and it is impossible to have no computer. Not a great deal, if you recommend someone else, let me know. I need good service.

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Reviewed Nov. 1, 2017

My Geek Squad Protect & Support Plus expired on 9/11/17. On 9/10/17 I paid the $162 to have it renewed for one year. When I hit the submit button I was forced to accept automatic renewal. So after I accepted to get my plan renewed on time, I called Geek Squad for clarification. I asked them if I had to be set up for automatic renewal or if I could go year to year on my own. The rep assured me that my account was not on automatic renewal and that I was covered for one more year as I made sure to reiterate that I did want another year of coverage as I just paid for it.

A week later I get an email about my coverage expiring and that they had a cheaper option that didn't cover as much for me to opt-in to. I called Geek Squad because I was confused. On 9/10/17 I paid the $162 to extend my coverage for another year. I even got a confirmation email saying my coverage would continue without interruption. The rep tells me when I called on 9/10/17, that the rep I was speaking with accidentally deleted my payment (even though he assured me I was covered for another year). So I said that's not my problem my payment was deleted, I paid for another year of protection.

We are now at 11/1/17. I've spoke with at least 6 different reps and 2 managers. ALL of them assured me I would be taken care of. Every single time I called I got the same feedback "ma'am we have pushed your case to the top and management will be taking care of you." Well today I was told that my case was denied weeks ago because I "asked the rep to delete my card from my account because I didn't want to be on automatic renewal." That is incorrect. I asked if I needed to be set to automatic renewal to which I was told I did not.

Never once did I ask to delete my payment. The Geek Squad rep took it upon himself to delete my payment. Had I been told that my card needs to be removed from my account in order to not be on automatic renewal and doing so will also delete the payment I just made, I would've said to leave my card on the account and I would deal with renewal next year. None of that was told me. Geek Squad wants you to believe they are here to assist you, but really they're the most incompetent customer care service I've ever dealt with. Now I have a computer that I spent $2,500 on with no protection. Complete waste of time.

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Reviewed Oct. 31, 2017

Do not waste your time and money! Worst ever, I bought their protection plan and when my computer needed fixing they did not even attempt to fix it. They junked it out saying it cost them more to fix than what the computer was worth!!!

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Reviewed Oct. 30, 2017

Buckle in because this is a long one. My computer refused to connect to the internet so I brought it to Best Buy. They offered me Geek Squad for a year for a fee (I don't remember if it was one or two hundred dollars). I'm not great with computers and I tend to break them in creative ways so I figured the fee would be worth it. They returned my "fixed" computer and I went home. So a few weeks later my computer is having the same problem and it's pretty late at night so I figure it's time to give GS a try. I get a hold of this guy and he walks me through some steps and it's all going well. Well then he tells me that our internet is infected. It sounds like nonsense but, again, I'm not good at computer stuff. He says he can try to fix it, but it will cost more money.

Now I'm torn. I make the point that my husband's computer is on our internet and it works fine, and so do our phones. He claims my husband's computer will break soon. Now my anxiety is triggered and I'm getting upset. This causes my husband to get upset as the guy on the phone gets more insistent with me. Pretty soon I'm crying over the phone while phone guy is doing some tech nonsense remotely. I don't know if he didn't care that I was upset or, more likely, had absolutely no idea how to handle someone crying at him, but he was no help. In the end he couldn't fix anything. I hung up and shut down my computer for good. I switched entirely to using my phone and my husband's computer. I was over it.

Months go by and, surprise, my husband's computer is still fine and dandy. I get a call from GS to talk about renewing their service. I told them no. They couldn't help me and I don't use that computer anymore. Well this guy (and I swear it's the same guy because he has that same attitude) assures me he can fix it and is once again very insistent. I politely decline another 3 times and we part ways, hopefully for good. A few days later there's a message on my phone. Same ** guy. Well this time they've detected someone hacking into my computer, the same computer that has been turned off and drained of battery for months. He wants me to call him asap. No way. I am not calling.

Look, I am willing to admit that, due to my poor computer skills, there is a tiny outside chance that this guy has been right all along and is desperately trying to save me from myself. But you've got to understand that from my perspective this all feels like racket. I've done some research and asked around, and everyone else thinks this is nonsense too. Never again. I'm done with Geek Squad and with Best Buy.

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Eric increased rating by 2 stars.
After a positive interaction with Geek Squad, Eric increased their star rating on Nov. 3, 2017.

Updated review: Nov. 3, 2017

Andrew from Best Best contacted me through my BBB complaint and was able to resolve everything

Original Review: Oct. 27, 2017

I purchased a Microsoft Surface Pro 4 with a protection plan on 10/26/15. Yesterday (10/25/17), I called the Geek Squad to ask when the last I was that I could bring it in for replacement. The woman on the phone informed me that my plan ended on 10/26/17, so I could bring it anytime before midnight that day. Today (10/26/17), I brought it to the store, and I was told that the policy is that I have to bring in my device several days before, in case it doesn't reach their warehouse in time. Because of what I was told on the phone, my protection plan details, and the terms and conditions of the plan, which does not say anywhere that the device has to be brought in days before the plan ends, I complained and was told to call billing support. A billing representative informed that the only way they could fulfill the plan was to pay an extra $150.

I asked to talk to a manager and was connected to Caroline **. She informed me that the system in the store cancels the plan a day early, and even though my plan is still active until midnight, the store's system won't let the order go through. I was ransomed the $150 to replace my device without alternative, despite several options available in the terms and conditions. The protection plan extends until midnight on 10/26/17 and a representative had confirmed the terms with me over the phone the day before, but they would not honor it.

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Reviewed Oct. 26, 2017

First of all it's been nothing but a pain dealing with these guys, Best Buy gave us one price, when we called Geek squad, they told us it was going to be more?? We sent one phone back, as my son's screen cracked, they sent us another one saying it was repaired. Not even 2 weeks later the phone stopped working, so after a long conversation, we sent it back again, the lady said it was going under previous claim since it was still under the first claim, now they want to charge me $200 because they said it was dented, even though it's been in an Otter case??? We're now being told to call back on Tuesday??? I believe they are scamming us.

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Reviewed Oct. 24, 2017

What a ripoff company! Take in my son's broken HP Chromebook, Geek Squad rep states it will cost $39.99 for the assessment, and then in response to my question says "I can't quote you the price for repairs." I told her my concern is this device is only a few hundred dollars, but brand new, so if it costs $100 I am not interested in giving the assessment fee and will just toss the new unit. She conveys it usually runs about $75 for those types of devices.

Today, the repair center calls and tells me it will cost $214 for the repair - includes $150 labor (min charge) and $69 for parts. So if there is a minimum charge, why couldn't they have told me that at the store when I asked, I asked the manager today. He said it fluctuates, if the device is say an Apple laptop then they charge $2500 min. charge. What??? So it seems the min charges are based on a percentage of the retail price and not the actual repair, to incentivize all of us into buying more from them. Not this dumb blonde, I will never buy from them again.