Geek Squad Reviews

So, because of all this, we have been placed once again at the back of the line to wait another week for our 4-hour window in the hopes stars will align, parts will show up, technicians will arrive and our washing machine will be fixed. I love that Amazon can ship items to me in 1-2 days and I'm able to track the progress to my door. Yet, with Best Buy/Geek Squad, I'm just flying blind and hoping they will deliver what they promise this week...even though they didn't last week. There is no sense of urgency and I think people should realize this before making the same mistake we did in purchasing at Best Buy/Geek Squad.

When I called Geek Squad back to let them know there is miscommunication going on between them and their vendor, they transferred my call around without advising me or the next agent on what is going on. I had to repeat myself several times. Secondly, when I get to a Supervisor his response is I will leave a note of your call. They showed no concern in trying to take action that their vendor meet some type of decent service level agreement. They showed no concern in trying to bridge the gap of miscommunication between scheduling appointments. Their quality assurance in handling the call was very poor.

When I called Geek Squad back to let them know there is miscommunication going on between them and their vendor, they transferred my call around without advising me or the next agent on what is going on. I had to repeat myself several times. Secondly, when I get to a Supervisor his response is I will leave a note of your call. They showed no concern in trying to take action that their vendor meet some type of decent service level agreement. They showed no concern in trying to bridge the gap of miscommunication between scheduling appointments. Their quality assurance in handling the call was very poor.

Supervisor didn't even tried to give any solution... This is ridiculous Customer service. They just want to put their customers in trouble only so that customers wouldn't cancel the plan and give their money in their pocket. I am looking the way to take legal action against Geek Squad and Best Buy. They badly need legal lesson. Prabhjot **.

Background and reason: I purchased two Samsung S7 phones in 2015 through Best Buy (Telus). I purchased the Geek Squad protection plan. That was the worst decision for service I have ever made. On three occasions I went in to the Best Buy Kanata Centrum location 745 Kanata Ave to have the screen cover replaced as part of the service offering. Geek Squad tech had me wait 15 min before speaking to me. After my request, they said they needed the receipt. I asked if they could do it with the phone number. He said no. I went to customer service to print the original receipt copy. Brought it to Geek Squad and they replaced it in about 20 min, however they were not busy and were just talking amongst themselves. Right then I asked about cancelling the plan, they said I had to call the 1-800 number or do it online (btw: Online it says you can go into a store to do it).

The next time I went to have the screen replaced a year or more later, no one from Geek Squad was available for 30 min. I asked a Best Buy employee that asked another employee if they could inquire... When someone arrived from Geek Squad he said he had a number of customers ahead of me and told me it would take a while (I was confused, it didn't look that busy, but ok). I asked if I should come back later, and he said yes, and I asked when? He said, "It's hard to say." WTF!

I went back yesterday more than a year later (24 April - 2019) to try and get a new protection screen cover. I waited patiently as the tech in the back was out of sight from the open window, so I peeked around the corner and asked if she was open for service as I sat there. She said yes but seemed annoyed. Then she turned around with her back facing me, doing something for 10 minutes. I finally spoke up and asked her if she was going to provide some service or help for me. She looked confused and said "Yes, someone will be coming." LOOOOL - what do you mean. I thought to myself. I thanked her and said, "I've would have liked to have known that 10 min ago too. I think I will just go."

To note, I had since replaced the both of the phones with newer phones but wanted get a new screen cover before I canceled the protection plan contract of $30/month for the both phones and to prepare the older S7 phone to give away. When I called the 1-800-433-5778 (Geek Squad) when they answered she said they had no record of my protection plan or phone or information and couldn't help me (for services like cancelling my plan 30$/month (total of $1078).

I had a heated conversation with the representative stating that they knew my name address and credit card information because I was billed a total of $1078+ dollars, She finally said she could cancel one of the phones only. I called this morning and waited 30 minutes on hold at 7:00 am and finally spoke to another rep that said she needed the IMEI in order to cancel the phone even though she found my email and address information (credit card) I gave her the IMEI (*#06#) and she said it was canceled, but she said she could not cancel the other phone without the IMEI number. I asked what if it doesn't work or was stolen. She said I had to go into a store and have the receipt printed... and then given it to them. She said the one protection plan was cancelled.

However, I did not receive any email confirmation - why not? Since the other phone was with my son 45 min away. I called again. Got another rep and said the other phone will not turn on (with my son in University) and he said he could cancel it without the IMEI. The gentleman cancelled it. Again, no email confirmation.

And I am very surprised that Best Buy allows this to happen. Hey Best Buy have you heard about identity theft??? So Best Buy I'm glad you can make that bottom line a little fatter by using cheap labor that you have exploited. But it is an inconvenience to me and anyone else that can't understand what the people are saying. So my time is not valuable, I can sit off the phone with Geek Squad for hours or until I understand what they are saying. SEE YA GEEK SQUAD.

When I got there a couple of the service people were standing talking. I asked one of them if I could ask a question. I was asked if I had an appointment and I said no, I just wanted to ask a question to determine if I should bring my computer in. I was told that I had to make an appointment and he had nothing open for the rest of the day. The time spent talking about why I should make an appointment could have answered my question three times. My question was, "I am having a problem with the quality of my pictures when I print them, should I bring the computer in," They won, I walked out never to darken their counter again. That is the end of my service contract anyway.

I lost an entire day and this computer is crucial to my business (I have an ecommerce business, so my computer is my lifeline to my website. Being the owner, I do a lot of work from home in the evening). I take the computer to Best Buy and am told it would be looked at on Wednesday. I try to call Thursday to get a status update. You cannot call the store! You get voice prompts that send you right to a voicemail and nobody calls you back! I had to call the appliance department to ask them to walk over to the Geek Squad and have them speak to me! I had the appliance department's number because I had purchased a refrigerator, dishwasher and stove which would be installed in my new kitchen (in progress).

Today, Wednesday, 4/17/19, I was scheduled to have my new refrigerator installed. The salesperson told me that, since I was a Total Tech member, installation was free; I only had to pay for the hookup for the icemaker. No problem! Invoice states: French Door Refrigerator, Existing Utilities/Water (hookup), Appliance relocate (move old fridge to garage) and 6' SS Kit (to hook up the water). So they arrive. The installer says he cannot install the refrigerator since the line runs into my basement. I HAVE NO BASEMENT! He then said "oh, it runs through your ceiling - I cannot do the installation". I told him it clearly runs through my cabinets to my sink - a white line. He told me he is not allowed to disconnect it! OMG! It says it right on my invoice!

I was also told this by the salesman, Joe **. The Geek Squad calls my phone and says that they are not permitted to do this installation because there is an icemaker and water line! I went outside to attempt to show the installer where the water line was and that I would unhook it and HE LEFT! Suffice it to say I will NEVER deal with Best Buy again and once my "total tech" subscription expires, I will not be renewing it. I have never dealt with such terrible customer service, lies and misrepresentations. Oh - one last thing! I called to cancel the entire order and was told they could not do that until the delivery people returned the refrigerator, even though their system shows they were bringing it back. I contacted a local appliance store and am purchasing everything through them. They were courteous and professional. I am DONE with Best Buy and the Geek Squad.

Geek Squad set up an appt for a 3rd party to come out, the appt was set up for a Monday morning. But on the Friday afternoon prior, around 4pm the 3rd party called me to tell me they couldn't come out and I had to reschedule. That was just the beginning of the problems. After a 2nd attempt of having someone come out, they had to order a sensor board and wait for it to come in. In January they replaced the sensor board. Still didn't fix the problem. I had to call and make another appt for a tech to come out. But what they don't tell you is that they have the tech come out to analyze the problem then come back out again. It's the same problem as when I called the first time!

The second tech came out and said the ducts needed to be cleaned, which he did. Still didn't work. Called Geek Squad again, to send someone out to analyze the problem. Who then ordered a sensor board. But isn't that what the 3rd party did? This is when I decided all major appliances are to be bought at a Home Depot or Lowe's. Made an appt for the tech to put in the sensor board, still didn't work. I called Geek Squad yet again and spoke to numerous customer service reps. about replacing the washer. One rep. told me that after 3 attempts of trying to fix the same problem I would qualify but that doesn't include having a third party look at it. Seriously? But then I called another customer service rep. and I was told it does include a 3rd party. Does Geek Squad not communicate with their reps? It just gets better and better.

I called Geek Squad yet again because the 2nd sensor board didn't resolve the problem. This time the pump was changed and still the problem continued. Although this time the tech who came out did inform me that there seemed to be another issue with the washer even if the first problem was resolved. Finally, someone who knew what they were talking about. Not only was he knowledgeable but professional. He put in a call to have this washer exchanged. It's now April and after 5 months of the same issue we are having the washer exchanged. But of course it gets a little better....

Our dryer was disconnected because the units were stacked. But when the Best Buy delivery rep came out to replace the washer, he stacked the units back. Thats when I told him the dryer has no vent connected, he told me it was ok. I informed him it wasn't ok the dryer needed to be hooked up. He said he didn't know how. A Best Buy delivery rep who doesn't know how to hook up a dryer?????

The seller of the home and fridge left all of the documentation and protection plan info for me, but Best Buy's Geek Squad refuses to honor the protection plan. They want me to call up the guy who I bought the house from and ask him to take 30 minutes out of his day to call Best Buy and transfer the plan to my name AT THE SAME ADDRESS AS THE ORIGINAL DELIVERY ADDRESS? What a joke! I will never, never buy an appliance at Best Buy. The other reviews on this site should offer plenty of support for this decision and I urge the reader to spend their money elsewhere. Buyer beware.

3 weeks later and nothing came so I called again and they said to wait another week. I waited and then received a notification and voicemail saying that they had cancelled my claim because of an error on their part and that I should go in-store to received a replacement phone on-the-spot. I went to the store to receive my replacement phone only to have them tell me that they couldn't fulfill my claim because my warranty was expired. I told them the circumstances and they proceeded to call customer service. I talked to the customer service agent and she told me that they had to investigate the situation. She said she would request a one-time reactivation of my warranty to solve the issue but that I would have to call back tomorrow or they would call me back. They called me back and told me that they would not fulfill my claim because the warranty had already expired even after they had promised me it would be fulfilled because I made the claim BEFORE my warranty had expired.

They don't take responsibility for errors on their part nor do they try to solve the issue knowing that it is their fault. I had made my claim before my warranty expired and they assured me that even after my warranty had expired they would fulfill the claim. They lied and wasted my money and time going back and forth to the store. Save your money and your sanity.

When I called on Monday to find out what time I could pick up the computer, they had to find someone from the Geek Squad who asked my name. I was then told they would have to send my hard drive somewhere to get all the information off it and it would cost anywhere from $600 to $1500 to do that. I asked them if they were crazy as NOTHING was said about that and they were supposed to have copied everything before even starting on it. Two weeks later when I finally got the call that it was ready, there was nobody willing to walk thru what was done. The girl in the department handed me to stick and said everything was on it.

When I got home all of my apps, all of my information, literally EVERYTHING was missing. What they copied was a joke and was basically nothing. All of my tax info was gone and all the folders was gone. I had no 'reader' -- absolutely nothing. These people are a joke and people like me that trust too easily are taken advantage of. The saddest part of all is pictures I had on the computer are all gone. Don't use the GEEK SQUAD unless you are eager to get taken advantage of.

Three days and four phone calls later, I lose my data, spend hours on the phone, get three different numbers that meant nothing to the people that gave them to me when I call back, get transferred between customer service and tech support repeatedly, and pay for the experience 100$. Please don't consider Geek Squad or Best Buy if service beyond the purchasing and set up of your phone is desired. LG 5 has a problem with the charging port and the camera that protrudes slightly and is therefore vulnerable to damage. Otherwise, a decent phone. I don't write reviews often, bad or good, and being negative is not my way. I would like others to not have the same experience, is all. The phone is not essential for me as a tool, but I miss the pics that were a special year's worth of memories - back up your phone often. Lessons learned are not often pleasant experiences.

On March 20, 2019, I received an email notice that I would be required to set up an appointment to pick up my computer. I could not simply go down and pick up what I had already paid for but was now required to set up an appointment. After considering this and thinking about a time to go down, I received a call from an individual from Best Buy who claimed he was with the Geek Squad. He did not call me to say my computer was ready and ask what time I would like to come down to pick up my equipment. He told me my laptop was available and offered me three times he had open that I would need to pick from to get it. As none of the times were convenient, I decided on the latest and least inconvenient time at 7:40 P.M. and rearranged my time accordingly.

I arrived early and waited. As I waited at the counter, 7:40 came and went. Then 7:45, 7:50, 7:55, and not one person approached me or was present for the appointment, an appointment I was required to make to receive the computer and services I had already paid for. I left. The point here was not that I had to wait for 10, 15 or 20 minutes. The point was, who knows how long I would have waited if I had stayed. It was the Geek Squad that demanded an appointment be set before I could pick up my purchase. I had rearranged my entire evening just so I could be at their store at a time they selected, to pick up what I had already paid for. And now, at their store, they were not present. They, who work at the store, could not arrange to meet me when they required I be there.

The next day I went back to the store mid-morning and asked to speak to a Best Buy Manager. I explained how after I was required to set up an appointment and no one else showed, I simply wanted my computer now. I stated that I would not set up another date and wished what I had bought be given me. The Best Buy representative who stated he was a manager went and retrieved another individual he claimed ran the Geek Squad unit. The manager said this man would help me.

As I followed the new individual over to their Geek Squad Desk, I did not receive an apology for their rudeness at not being available the previous night. Then I informed my escort that I wanted my $199.00 yearly service agreement canceled. The salesman who sold me this service had told me that this service has a recurring annual fee of $199.00. However, he also stated it could be canceled at any time and that many people cancel the service after their first year or when they had no more need for the service. I decided that based on an appointment that I was required to make, which the Geek Squad considered not important enough to make, that I could no longer rely on them or their service. Not wanting a recurring charge, I decided to cancel this yearly fee now while I had it on my mind.

As we walked to the Geek Squad counter, I informed the individual escorting me that I wanted to cancel the Geek Squad service agreement. At this point, the Geek Squad escort stopped in his tracks, turned to look at me with what could only be considered nothing less than a scowl and stated, ‘Fine, then we’ll charge you for every service we have performed on your computer.’ I was floored. First, the Geek Squad fails to show up for an appointment they require me to make, then the Geek Squad escort acts more like a thug with a tone of voice that suggests that he would prefer a backyard fight. In essence, he tells me ‘You want to cancel, then we’ll make you pay even more.’ Never did he offer an apology for the previous night, but a threat of more charges seemed appropriate to this man.

I’m not one who likes to be intimidated by anyone, not even a Geek Squad thug, so based on his threat, I told him, ‘Fine, then I want a complete refund. I have not received my computer yet and just changed my mind. I do not want it or any of your services.’ Only then did this man attempt to change his tactic from arrogant to nice, which did not impress me. When he realized I didn’t care about his phony play at trying to resell me the computer, he became arrogant again, twice smirking at me as if he thought the whole thing was a joke. Each I called him on it, ‘Oh, so you think this is funny?’ Only then would he drop his smile for a moment and claim he wasn’t mocking me.

His next tactic was his attempt to engage me in conversation of which I was not interested and insisted, again and again, a little louder each time that I just want the money I charged returned on my card. Up to this point, I had not received the computer and now only wanted a refund. The individual pretending to be helping me then stated in a threatening voice, as if I should fear him, ‘You need to calm down.’ I told him that I would not calm down until the money charged to my card was put back on my card. I did not threaten or use foul language or initiate any conversation. I only responded each time he opened his mouth in an attempt to steer the conversation to a side street of irrelevance. I was not interested in discussion, I only wanted a refund, and each time he spoke I responded. Just process my refund. I only spoke after each time he first opened his mouth.

Finally, he produced a printed sheet of paper that he claimed I needed to sign before I could receive a refund. I asked what the paper was. He stated it was an invoice that I had received the computer. ‘But I have not received the computer,’ I told him. ‘Why would I sign an invoice that I had received what I had not. That is a lie.’ He stated that once I signed the invoice, He would take me over to the cash register and give me my refund. As neither this man or anyone in Geek Squad had thus far given me any reason to trust in them or believe anything they said, I explained that since I paid for the computer, I have not touched, held, or in any way had possession of the equipment.

Why would I now sign a false invoice that stated I had. I told him I would not sign a false invoice. He then reverted to his thug attitude or arrogance, replying that unless I signed it, I would not receive a refund. I told him I would not sign it and demanded to speak with a manager. AT this point he stated that he was the manager of the Geek Squad and that the Geek Squad was his business, not Best Buy's. He claimed that the Geek Squad was a separate business from Best Buy. I COULDN’T BELIEVE MY EARS. I had purchased the computer and service agreements because I believed I was dealing with Best Buy, not some rogue computer service run by an arrogant thug.

All my dealing in purchasing the computer and computer services were with a Best Buy salesman. He never once stated or made clear that the Geek Squad was a separate business from Best Buy. If he had, I would not have agreed to any service agreement. I would have located my own computer expert to service my computer. I only decided to the services because I thought they were part of Best Buy’s offerings.

Now this thug who had switched from Mr. Nice to Mr. Thug, attempting to intimidate me, was informing me that He was in charge and that the Geek Squad was his business and not a Best Buy business. At the same time, he is stating that I will not receive a refund on a computer I bought at Best Buy from a Best Buy salesman. A laptop purchased from a company that claims it has a 14-day refund for return of merchandise. Here, this man was claiming, through his own statement, that he had complete authority over Best Buy, a company he claimed he was not a part of. His words and action showed he believed he was able to independently determine whether anyone got a refund or not from Best Buy.

Although he stated the Geek Squad was his own private business separate from Best Buy, it was clear he was acting on behalf of Best Buy by claiming authority over Best Buy’s mealy-mouthed manager who I first talked with who was off somewhere hiding during this interaction. It was also clear that Best Buy promoted and backed the Geek Squad by pushing their services and selling the same without making clear any separation existed. The fact is, without Best Buy, the Geek Squad would not be.

And why would I not receive a refund for the over $1,500 I spent on the computer I had never yet received? Because I would not sign a fraudulent invoice stating that I had received what I had not. This whole request for me to approve a phony invoice reeked of a fraudulent act. Whatever the ulterior motive of this thug was I have no clue, but I certainly would not sign onto his lie.

Also, this entire experience has me wondering who really runs Best Buy? It indeed wasn’t the Best Buy manager who apparently had run to hide in a corner while I was left to deal with this thug. It was the Thug who claimed if I did not sign the false invoice, I WOULD NOT RECEIVE A REFUND. Did Best Buy decide that rather than running their own stores and issuing refunds they would now hire thugs to take over the Geek Squads, who could intimidate Best Buy customers who they do not care for? And why was the emphasis on me signing what amounts to a fraudulent invoice to give me a refund?

The salesman who represented Best Buy never told me that the Geek Squad was a separate business. When the same salesman walked my computer to the individual at the Geek Squad at Best Buy, that man never stated that now I would be dealing with a different company. During the entire process, I believed I was dealing with Best Buy. Not until the final confrontation was I told by this thug that I was not dealing with Best Buy but with his own company. Yet, this same man had the authority to deny me a refund assured by Best Buy’s own policy, because I would not sign a phony invoice? You cannot claim you are a separate entity after the fact and then hold power over the previous business as though your authority supersedes both businesses.

But now, knowing that the Best Buy, store number 0210, located on South Wadsworth in Littleton, Colorado, is actually run by thugs from their Geek Squad unit, I would not do business with them again.

The store is clearly overseen by an individual who claims he is not part of Best Buy. How crazy is that? (Great deniability for Best Buy isn’t it.) I will also warn others against using this Geek Squad service which Best Buy pushes. There are plenty of individuals and companies around who have the technical experience to service computers. A person does not need to be forced into surrendering their dignity and rights to a Best Buy, or Geek Squad, which is run by a Thug who appears to believe that fraud is a way of doing business. Who, when he can’t sweet talk someone, attempts to intimidate others by his size and voice inflection.

I guess in today's business climate it is not the customer who counts; it is the ego and fraudulent nature of those who claim they are in charge. While the individual who claimed he was a Best Buy manager was nothing more than a symbol of weakness, the real figurehead at the time of my visit to this Best Buy was their Geek Squad Thug. Having spent quite a bit of money at Best Buy over the years, I will not pay any more. Respectfully, Jacob

The people behind the counter were not knowledgeable, and could also care less, even less than Russ. Why Best Buy has a geek squad is beyond me. Their rudeness and lackadaisical, lazy attitude is unbelievable. I think they are hired by their level of stupidity and outright rudeness. I have since bought a new computer and printer elsewhere, where the sales people were pleasant and knowledgeable. I will never, ever, buy another item from Best Buy.

Then I took a chance of setting my laptop back to factory settings. Fixed what obviously was a software issue that they were too lazy to look for while having my computer for over a week. They never even offered to set it back to factory settings for me. I paid a hefty sum for their services so I wouldn't have to take hours to do that. He told me I needed a new laptop and that it was outdated and that was the reason it ran so slow. Made no sense to me since it was only 2 years old and I hardly used it and had barely nothing stored on it and no added programs. I think they have unqualified, lazy people working there and only want you to upgrade your electronics. This was the NE Philadelphia, PA location both times.

Called the regional Geek Squad manager informing him of this and he (Joe) won't call back either. After initial contact with Joe he said they would "take care of me." Played the transfer game calling Best Buy customer service only to be transferred into Sedgwick general voicemail box. I had been very calm throughout this until the last VM into Sedgwick general VM box, now I'm peeved (off).

I don’t spend my money like that for people to hang up on me. Called back today. They had me on hold for 1 hour and 45 mins and no one came to the phone. I hung up. I have wasted a lot of time. Waited 1/27/19 from 4-6 pm waiting for them and never came. Today I wasted another hour and 45 mins trying to get my tv fixed that I paid over 2,000 for and it’s not a good tv. I could of got a tv from Walmart. In that case Best Buy and Geek Squad is a sorry company.

They think I am inept enough to not realize a new cord might have fixed it and bought a new cord and returned it after it didn't solve the problem the first time?? They have had my computer a total of three weeks and I feel like it was a joke and I am sure I will probably be sending it back again soon because that is my option. I paid to have things fixed/covered and I feel like they don't take their job seriously and want to make certain the problem is fixed. I would not buy a protection plan again...not sure it was worth the money at all for the number of times I have had to go back and the sheer frustration.

So At this point I am furious because I specifically asked the Geek Squad agent, "Would it be a different repair person?" and he of course said yes it would. Well apparently not. So I am on the phone with Best Buy and they tell me that they will have to find another third part person to fix my washer and it will take about a week to find one so at this point I'm going ok three weeks without my washer. So finally they send someone out. He came. Order the parts but he said he couldn’t come back to fix the washer til the New Year so he schedule me for today January 8th. So to fast forward to today he gets here. Starts to fix the washer and now he tells me he has ordered the wrong part and won’t be able to come back til January 24th so I have been without a washing machine for 7 weeks.

On the day he came back to fix the washer and now because you ordered the wrong parts I have to wait another two weeks. At this point I will be going 9 weeks without my washer. Sorry for the long paragraphs but I paid almost two hundred dollars for this protection plan so for me to be going on nine weeks without a washer it is ridiculous!!! With that being said I will never purchase “anything!!!” from Best Buy again and if I do I won’t be buying the Geek Squad protection. I recommend anyone who is looking to purchase it to stay. It's a waste of money. Just buy the protection plan directly from the manufacturer.

After 20 minutes the call was disconnected. They do not answer their phone! I then drove 20 miles to check on the computer and when I got there they said they were still working on it. I waited several more days and then had to drive back up there because again, they would not answer the phone. I then sat on the stool at the store for 6 hours waiting for them to fix my computer. Finally, I get it back bring it home and hook it all up. Everything is fine except one of my email accounts and contacts. I called the phone number for their remote service. They worked on my computer for 4 hours and made it worse instead of solving the small problem. I gave up and asked for a refund of my annual payment.

Well, it was the 31st day so I missed the 30 day window for a refund so they said I had to talk with the store. I have stopped by the store and the manager has not been there to help me. I have sent two letters and they have not called me to even discuss the issue. I have hired another company who came out and resolved all of my issues in a couple of hours and I paid them $340 for their work. It has been over two months now and I have not heard one word from anyone at Geek Squad. Please do not trust this company with your computer... This is the worst business experience I have ever had. If I could give it less than 1 star I would...

Of course took it in today. I was lucky enough that the computer did exactly what I explained, hot and wouldn't wake up. Tech grabbed the computer. Proceeded to tell me it was going to be $200 and 2 weeks. I said, "Wait a minute, I have an extended warranty", in which he would have known if he took the time to ask me my name and look at my account. He then still continued to try and take the computer and tell me it would take 2 weeks. I tried to ask about the "we can't fix we replace" warranty, and he just said that it was their policy to send them out.

Called Geek Squad corporate, they agreed they should have replaced it if they couldn't fix it. He made notes, gave me a confirmation and said I could go back up and get it replaced. I asked if I made another trip that I would leave with it fixed or replaced and he confirmed, yes. Went back up. Spoke with a different tech. He too tried to tell me they were going to ship it out and that is according to warranty.

I explained to him I spoke with an CS at Geek Squad and to look at the notes that he made. He continued to tell me that is not their policy before even looking at the notes. I asked him to just read the notes that Roberto wrote. All of a sudden he "read" the notes, and said "Yeah I see them, so your warranty is we have to ship it to Arkansas to have it fixed, if they can't you will get a replacement". I said that is not what Roberto said and asked what the notes indicated. He the proceeded to tell me he accidentally deleted them and could not retrieve them.

WHAT THE HECK!!! I said, "Fine. I will call corp again". Called while I was standing right there, and got a very rude CS who told me they ship it and that is their policy. Got to my car ticked off, called Geek Squad CS again and spoke with a (supposedly) supervisor. He apologized that Roberto told me to go back and he told me the same crap. However, found out that if they can't fix it they give you a "voucher" for the value of your computer. First, he said it was based on the value of what the computer is currently, then said it was for what the value of what I purchased it for.

In my opinion I feel Geek Squad is a scam that their job is to mainly sell these warranties more than fixing the items themselves. I told all 5 people today at Geek Squad that they are selling these warranties and not telling customers the full story and need to stop misleading people. $1500 computer within a year should have been fixed today or replaced! SCAM, SCAM, SCAM. I wish someone would look into their whole business after reading so many complaints that are very similar.

Something told me they were not being honest. I got a refund and took my phone to the iPhone store in Manhattan Beach. I spoke to the manager Jason, who explained that my phone could have water damage. Celeste assisted me in the repair and opened my SIM card to show me what to look for if my phone had water damage. She showed me a white dot which meant there was no water damage to my phone. She explained if it were red, that meant damage, but mine was white.

So please beware of the Geek Squad in El Segundo. They don't know what they're talking about and they probably were going to try and scam me out of more money, claiming I had water damage, when I did not. Go to the Apple store because they charge the same $149 and they are very professional. It only took them 1 hour to repair my phone.

I told her that I was coming to visit her at the Ancaster Store to discuss this and she said she was not there. So I asked where then. Well she says, "We are somewhere in Canada." I ask, "In Ontario?" She replies: "No in Canada." I say, "What province?" She says "we are not allowed to share that information with customers." SCAMMERS! Complaint being forwarded to Ombudsman, BBB, and Consumer Protection Canada.

I went into the store and they told me everything had to be done over the phone. So I called. (At this point I have called so many times and not once have I received an English representative). So I made the claim, they told me 7-10 business days. Instead it has now been over a month and I still have no phone returned. They also double charged me and it had been hell trying to get my money back. Do yourself a favour and stay far away from this place.

7 weeks after my initial contact, I received a call back stating that they will not cover the damage even though their agent provided inaccurate information. They stated they do not stand behind the errors made by their agents. For the record, the agent that sold us this warranty said it was covered. The first agent I spoke to at there call center put me on hold to confirm the warranty coverage so if I do the math that is at least 3 of their agents that they won't stand behind. Please stick to IT support. Your business model of taking advantages of consumers on significant purchases for extended warranties that you don't have any expertise on should be considered illegal.

So I call them back and again when you call them they ask you that they will charge for every visit. Anyway one should not pay for incomplete and defective work. But after several weeks one of the so called Geek came and fixed the speaker wires. He could not fix my subwoofer as per him again there was a problem with wiring of the subwoofer and he didn’t care about offering to install wirelessly as the expensive speaker I purchased from them was capable of wireless connection.

If you are planning to hire theses, so called Geeks please do save your money and hire anyone else. While leaving house he keeps telling me that there I need to replace my receiver, which I purchased for third party. After Geek left home I read the manual of the receiver and I followed instructions step by step and luckily it started working. So the Geek from the local Best Buy was helpless and not just waste of money but also my valuable time. So think 10 times before hiring Geek Squad from Best Buy. There are many other websites and services available for Home theater system installation.

I have been a very long-term customer of Best Buy and Future Shop before that, and I am disgusted to think that my loyalty is so misplaced. Such an extreme price difference from a corporation with enough buying power to be competitive on warranties, unless they are knowingly gouging their customers. To make it worse when I called and then waited in the queue for customer service for 15 minutes as I began to explained my concern I was hung up on. I encourage everyone to think twice before dealing with this spiteful corporation. Buyer beware, and I am now.

I get my computer back weeks later, and they freaking ERASED MY HARD DRIVE!! Nowhere on the repair ticket did it state to do that or that they erased my hard drive. Ironic how at the time my computer was in repair they receive my survey for the last repair which didn't check my wifi card. Retaliation??? I think so. The lead supervisor was making derogatory comments about republicans, and it's clear to see, as an investigative journalist, that when you turn on my computer, I have Republican and conservative pictures, memes, stories, articles etc. In the survey I mentioned how Geek Squad "dropped the ball". (While my computer was to get the new wifi card at the time still in repair.)

When I went to pick up my computer and talk to the Lead Supervisor, she had a ball in her hand and kept dropping it and saying, "Oops, my bad." Another employee at the location I went for service had a necklace on with the FBI Symbol for Boy Lover Pedophilia. Google it. I'm starting to believe that Geek Squad hates Republicans! Because of my request demanding to know why one would erase my hard drive without any explanation, without any repair order for that, went I went in for the wifi card to be replaced only which should have been checked the before I was told "It's ready to pick up! ", because of my request, The lead supervisor filed an Escalation to the repair facility to see what happened. I heard nothing back for over 2 weeks on it. Just, "Oh well, we erased your hard drive, have a nice day."

So I called and talked to the Lead supervisor whom said she heard nothing back and did nothing since. They did a level one recovery (which required me to leave my computer there for another week). Another inconvenience, & all the files are corrupt, I got nothing back! NOT OK... I asked her to let me speak to the store manager. I did. I explained the issue. Supposedly they filed another escalation. I've heard nothing back and it's going on two months. No one had a reason to erase my hard drive. I do not recommend GEEK SQUAD! I also went online and emailed Best Buy Corporate Office TWICE on the issue. I asked for someone to please contact me back. NO REPLY. NOTHING. NOT ACCEPTABLE!!!

The technician showed up this afternoon and right off the bat said he couldn't replace it because mold wasn't covered under the Geek Squad Service Program. It had to be torn in order for him to replace it. I told him that if the mold was getting my clothes dirty I'd consider that a faulty/broken part. I called the service center while the technician was unsuccessfully trying to "clean" the gasket with bleach and a rag. The lady at the call center said "I'm sorry that we made a mistake but we can't fix it". I honestly don't know why I paid extra for something that I can't use. They stole my money! Please people, don't ever pay extra for this Geek Squad service. It's the worst!

This plan is crazy, it’s made me lose all faith in Geek Squad because I don't like people stealing my money, if it weren't for the great service I would be posting this review on Facebook and my websites to stop people from getting warranties. I have cancelled my Geek Squad warranty and will never get the warranty again. Geek Squad warranty should be instant replacement in store if you’re spending any extra money, or free if you claim it by mail.

Battery Replacement. We'll replace the battery if it fails to hold a charge. (There is a one-time limit on nondisposable batteries.) Normal Wear and Tear. We fix failures from dust, internal heat and humidity, plus defects in materials and workmanship. Mechanical Failure. We'll offer continual coverage on defects after the manufacturer's warranty ends. Accessories. We'll cover any of the accessories that came with your original phone purchase, including a home charger, earbuds and more. Transferable. Anyone you give the covered product to will be able to obtain service under the Protection Plan. No additional charges or restrictions apply."

As Geek Squad protection promised above: I went to the store in hoping my phone will be fixed. However, the staff said the department will refuse to fix my phone due to minor crack that I had. Instead the company will ask to replace me a new phone, (brand new) but will charge service fees, which is 199.99 plus taxes (total 217.74 $). I wasn't really want to paid that amount but I did because at least I thought I will get a new phone. The shipping was very fast. I got replacement by the next day. I am very much disappointed to see the phone was refurbished one. Why would I buy Geek Squad protection if even this minor problem cannot be solved as it's promised, I could have bought insurance from Samsung directly or even trade in my phone with third party, I still can get a very good refurbished one.

I am very much disappointed and feel Geek Squad was a scam, cheating peoples. I would like to get my refund for the rest of my protection plan plus refund for the replacement phone they sent me today. I had online chat with Geek Squad agent. He didn't help solve the provide, instead he suggested to go to local store or call their center agent. I am very regret and furious for buying geek squad protection. I want my compensation the year I have paid as well.

I was of course surprised and annoyed and said, "I want to see where it says this in writing." The only thing he could show me was that the plan prohibits “abuse of use” and he said washing rugs is “abuse”. The tech was also very defensive when I asked questions about how he knew that since he had not even looked at it, he just said “I don’t have to take this” and started walking out. He spoke over me and would not let me ask any more questions.

It has now been almost two weeks later and after many calls and getting sent around to different call centers I have had no service and not one person has called me back. I do however now have the notes submitted by the tech that came to our house which are full of lies about the visit. He stated I yelled and screamed at him and chased him through the house. He also said we washed dry clean only rugs and the rubber backing separated in the washer, which is totally false. There is no way he could have even assessed that by just opening the washer door. He also said the transmission and drain pump was ruined, which is funny (not really) because it took me about an hour to open up the back, check the pump which had NO rubber backing in it, but did have some sand that was causing the pump to not work correctly.

I only brushed it clean and put it back together and the washer works just fine now. The transmission and the pump were not in fact “ruined”! No one even diagnosed what the problem was, but we were told we had no coverage because we washed a rug (which was by the way, marked as washable and it’s smaller than 2’x3’). So in summary, we will no longer be purchasing Best Buy products with a Geek Squad warranty because:

1. We have experienced terrible customer service, from the service tech who lied about just about everything during his visit to our home – to the so-called managers that shuffled us around on the phone promising to give us top priority and then never calling us back, forcing us to make more calls and spend hours on hold and giving the information over and over again from the beginning each time!

2. The incompetence of the technician to even try to diagnose the problem with the washer. I was able to fix it myself by simply cleaning some sand out of the pump area – the transmission and pump were not ruined as the technician stated. His guess by opening the lid of the washer and taking a 2 second peek inside was completely wrong!

3. The spontaneous invention of events that would void the service plan (washing a rubber backed rug). Everyone washes a small rug once in a while in their washer. Even two of the Geek Squad people we asked said they do that all of the time. If washing a small throw rug is considered “abuse of use” then you’d better state that somewhere and advise at the time of purchase. This really seems like a scam to get out of repairing machines (and in our case, it really wasn’t even the cause of the pump not working).

You really need to get your act together on appliance repair Geek Squad. I’ve talked to other people with similar experiences of terrible customer service on other products. We have spent a lot of money at Best Buy and we will definitely not purchase another appliance there. We will also be thinking twice about electronics as we cannot trust the Geek Squad to honor their service plans.

2 weeks later I stopped by to check on the laptop only to be told it wasn't ready. Over 3 weeks later I finally received a call from Geek Squad to notify me that it was ready and I needed an appointment to pick it up. Told them I would have to call back to schedule the appointment. A couple hours later I received an automated message from Best Buy stating that my product was ready to pick up and didn't need to make an appointment. So I went down a couple days later to pick up the laptop... Only to be treated like complete dirt by the Geek Squad associate because I didn't make an appointment.

After 20 minutes of speaking with the associate (that wasn't busy, no other customers) he finally had me sign a piece of paper and gave me my laptop. He didn't even need to go over anything regarding the laptop. The transaction would have only taken a total of 2.5 minutes if he would have just given me the laptop instead of arguing about making an appointment and coming back later.

They sent it out a 3rd time. This time they replaced the power button, the hard drive and battery. It was sent back and worked fine - for 3 days. I called again and brought the unit in. The Ft Myers store said they would send it out again or they would give me 20% off a new laptop. I countered with "How about you fix this 2-year-old unit's power on button." They sent it out again. The squad turned it on and off 5 times, said all was OK and sent it back. The Ft Myers store tried to turn it on and nothing.

They offered me 20% off a new unit. I said if I was to purchase a new unit it would be from anywhere but a BestBuy. They also said even though they put in a lot of notes on the problem, usually the remote service locations ignore the notes, do what they think is needed and send the unit back. The local store has no control over the level of service needed. 2 hours of trying and I was able to get the unit to power on, but cannot turn it off and risk it not coming back on again. The Geek Squad does not follow the directions and notes left for them by the sending location - they simply turned it on, did not check it, and sent it back with the problem intact. DO NOT BUY ANYTHING FROM BESTBUY IF YOU WANT TO ENSURE THEY WILL TAKE CARE OF YOUR SERVICE!!!

Do you think I could get anyone to deal with this? I contacted billing who transferred me back to technical after saying they were transferring me to customer service. Technical referred me to a number for customer service which ended up being a general number. No customer service option there. I phoned Best Buy customer service who said that they could not help me and I am now on the phone (have been holding for over 1/2 hour). Each of these services has at least a 15 minute wait in line. I have now been dealing with Geek Squad and Best Buy for 4 hours and am nowhere nearer to resolution.

To my frustration I saw the screen of new device they shipped having like less bright contrasts of colors, even child can notice that the screen was substandard. When I compared it with my broken screen and screen from my friend; he too on one glance told, "From where you bought this fake iPhone." It doesn’t stop here. There was a pixel just glowing over top in middle, swaing pages and on lock screen I could clear see it. I called customer care immediately and she talked nicely and told, "We gonna compensate this situation with some price coupon."

Today, I called them as again. It was taking longer, I opted for express service option for a reason, the first customer representative just left me on hold for 1 hour after saying she gonna transfer me to some senior. After one hour I ended the call and called back. This time I was told it's shipped and I gonna receive it by Friday. I filed this another claim on previous Saturday. They started claim on Monday and I am getting it on 5th day. Creepy service and I am not getting any coupon. They don’t care about what customer feels, this company is leech. Please stay out of it. You pay around device cost in year. Save same money in piggy bank, you gonna cover accidental damage cheaper than them. I guarantee that.

Original Review: Oct. 13, 2018

I'm going to try and be as clear as possible without ranting. Last week my Sharp Roku Smart TV had the display go out on the top half of the TV. I called the Geek Squad repair service since I paid for the two year protection at the time of purchase which was last year, and was given an appointment for that they would come out to my house to look at the tv. During this time the whole screen went out and on the day that they were supposed to come out to my house no one showed up. I got a call at exactly the minute our scheduled appointment was over that they had some car trouble and couldn't make. I'd get a call back later that day when they would show up. I waited and got no callback.

I called Open claims department and they told me they would look into it. According to them parts for the tv had be put on order and that they apologized for not communicating with me. However low and behold someone showed up the next day and took pictures of the tv. They told me someone would call me when they decided on what to do. I waited two days before calling the open claims department again. They told me that a repair estimate was sent to Best Buy for approval and that I would get a call back when that happens.

Here it is Saturday and I got no callback yesterday and when I tried to call Open Claims department I was told that they were closed for the weekend. Freaking unbelievable, it's been a whole week and nothing besides someone coming out and taking pictures has happened. I get no callbacks or email updates. It's as if I've been forgotten as my repair request isn't important enough to do anything about. If it's going to be such a hassle to repair the TV then I'd rather Best Buy would just replace the freaking thing. Yeah, it's great to have the extended warranty in case something happens, but don't expect quality customer service from them when it comes to making good on that warranty. I get 10 times better customer service from my cable provider than I have gotten with Geek Squad and the repair company that's supposed to fix my TV. Again if it's such a hassle to fix then just replace my TV with a new one. It's probably cheaper for them anyway.

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.

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.

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.

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!

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.

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.

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.