Geek Squad Reviews

First they didn't back it up properly, (on my work order it did mention back up everything). Lost my emails, folders, etc... all my contacts and agenda were lost. Had to bring back my iMac to the store after calling the GS 1-800. I have a small business and need my one and only computer (I do not own an iPad). I had to refuse a contact because my iMac was not up and running properly... Magic Mouse not functioning... All my office applications had to be reinstalled, etc... since last Monday (Apr 17, 2017) I must have opened at least 10 tickets to fix remotely. I was disconnected by the initial because I'm getting frustrated and my fuse is getting shorter. After all that time SQ expectation is for me to remain polite and civil... (???) when they are the problem (???). I would to put an end to my extended IT support and deal directly with a Mac Store.

I had no knowledge that my laptop was in their possession until I received a call from the Geek Squad that said that the cost of the repair would be more than the price that was paid when purchased less than a year ago. I was upset not only that my laptop was damaged, but that a minor was allowed to provide the signature for a repair that was not authorized by her parent. I then stated to the associate that no, of course, I do not want my laptop touched and I have never even seen the damage done to it. She told me I have to pay a $40.00 shipping fee that a child authorized without my knowledge or my consent. I called the corporate office and was told that yes, it is a problem that a minor was able to authorize a signature for a repair, but the onsite employee that did the paperwork does not want to discuss the matter.

I do not feel that I should have to pay to pick up my laptop when I did not authorize the work order. A child that knew she was in trouble for breaking it authorized it, and the store associate knew that the repair would not be covered under the warranty. A 14-year-old girl without identification was allowed to sign for services on another person's property. I would like my laptop back and considering a store associate allowed a minor to conduct business with someone's property, I do not feel I should have to pay the shipping fee for services I did not request.

At this point I was about to blow a gasket! He called the Geek Squad "number" and told them the situation. They told him the only part that was able to be renewed was the tech support, the repair wasn't renewable and was never offered. I would never have paid $100 for just TECH SUPPORT! I will NEVER BUY from them again!!!

What is the point of purchasing Geek Squad protection if they do not provide support? I paid for a plan that I thought would ensure that I would not have to go without a laptop. A plan that was a false hope of assurance because they are not allowed to do anything to the computer other than analyze it to find out what the problem is. From there on, it's all up to the manufacturer to solve the problem. I plan on finishing my payments for my broken computer, and never setting foot in a Best Buy again.

It's now April 2017 and I happened to be reviewing my credit card statement in depth and noticed Geek Squad has continued to bill me. I called their customer service line and calmly explain the situation. The staff member was very short with me and told me it was my fault, I should have called sooner, and they would not refund me. She did however offer to refund me a pro-rated amount for April (it's the 6th today) which came to $11.00 instead of the regular $13.50 or whatever. Pretty pathetic that the best they could do is partially refund me and keep a lousy $2.00.

So I email Geek Squad support to see if they can help, the staff member, Mark called me and told me to call back to customer service line and speak with a supervisor. So that I did. The supervisor was just as short and rude as the first staff member I had spoken to. She was very apologetic but did not offer any solution or to attempt to escalate the situation. So I asked to speak to a manager and to that she told me they were all busy in meetings. Hmm okay. So I waited on the line.

So the manager comes on the line very shortly after, is very short, unhelpful and again tells me that I'm in the wrong. I asked him again to speak with the department that issues refunds and he tells me he's 99% sure it will not be refunded. 2 minutes later he gets back on the line and tells me that they denied the refund. Surprise. So I paid for a service that was not provided and had I acted on, never would have been provided because I no longer owned the phone. Their argument was that they were still technically providing the service but that's untrue because they wouldn't have repaired/replaced my new iPhone. I also was more than happy to provide plenty of documentation to prove the phone had been returned but they didn't want to see it.

I don't see why I have to be punished as the consumer because Geek Squad and cell phone providers don't communicate. Maybe this is a lesson for Geek Squad to have service providers remind customers to cancel/transfer their replacement plans. But why would they want that when they can just plead ignorance and steal money from their customers? Keep in mind the amount I'm asking for a refund for is under $40.00. You must be hurting for money, Geek Squad. Won't be doing business with you again and will certainly tell everyone I know you're a bunch of crooks. I'll also be sure to continue to share my sub-par customer service experience all over social media! Pleasure doing business.

Then they had the nerve to e-mail about a $99.00 renewal on a breach of contract, breach of consumer trust, and computer trespass and I e-mailed, messengered Geek on numerous occasions about their deceptive practices and requested a contract renewal refund. Furthermore, the Geek Squad founder, Mr. Robert Stephens, and former Best Buy CTO, left with an exit memo to Best Buy: "Nothing short of radical," will work, April 2, 2014. In light of the above, I do not and would not recommend any Geek Squad (also Fordham Road refused to service my computer, with a contract), to anyone, and I am still working on my computer. Also, if they tell you that computer usage/hardware lasts for 10 years (mine is eight years) -- a car last for more than 20 years. Thank you.

My option was the Apple Store which is a long ways from where I live, or the Geek Squad at Best Buy. I made an online appointment with Geek Squad and took my computer in yesterday anticipating that my problem would be identified. When I arrived for my 1120 appointment there was one young woman at the reception desk who was attempting to do everything from schedule appointments to provide technical advice. I felt sorry for her as she was completely overwhelmed. Approaching noon she was finally able to deal with me.

While I initially thought that I would be passed off to a technician somewhere behind the reception desk, I could see the play by the time my turn came up. The young lady attempted to run a hardware diagnostic program on my computer but gave up mumbling to herself that a bad order Ethernet cable of theirs was preventing the program from working. When I asked about the ability to see a technician she advised that it was her who I would be dealing with. When I commented that I was disappointed not being able to see a technician she apologized and said I would have to leave the computer for between 12 and fourteen days to have the diagnostic performed.

Recognizing my frustration she said I also had the option of calling their 24 hour helpline to have the same work performed. I left the store and followed up on her recommendation. My first call resulted in speaking to a technician who wasn't even capable of setting up remote access to my computer. With that I requested that my contract be cancelled and that I be refunded. That resulted in being passed to someone in a Sales group who told me that despite my contract providing for a prorated refund, I failed to qualify. Notwithstanding this the person I was dealing with suggested that I try technical support one more time as they were sure that my problem could be addressed.

I went along with the suggestion and worked with an agent who after a few attempts, secured remote access of my computer. All the while I'm thinking that this is the technician who was going to work on my computer. Then, with remote access established, I was told that I would receive an email from someone later in the day to advise what was found on my computer. I questioned the process and asked why I wouldn't remain on the telephone with the technician while my computer was being diagnosed. I was told that that wasn't Geek Squad's process or policy.

With that I asked where the technician who was going to work on my computer actually resided? I expected to be told in another country but to my surprise, the representative said, "in the US somewhere but I'm not sure, probably in their living room." That was it for me, NO MORE GEEK SQUAD. It was an absolute waste of money. PS. Later in the day the Apple people got to the bottom of my problem. It was the Webroot cyber security software that has now been removed.

Obviously you don't check before notifying the customer, because when I got there, you then tell me the RAM was bad, you don't carry them and will NOT order one for me. It was my responsibility to order a new RAM and come back YET AGAIN for you to actually fix this - and you have the nerve to say my service was completed?? I am out over $300.00 and still have NO working laptop. If anyone ever asks if I would recommend the Geek Squad -- the answer is ABSOLUTELY NOT!

Now I am forced to buy another TV from Best Buy and either get something worse or spend a lot more on the current version. Huge rip-off. I will never ever use Geek Squad services again and, given the deceitful sales verbiage from the salesperson, the BB cust service, and the replacement dept, I will never again shop Best Buy. I recommend others avoid Best Buy and Geek Squad as well.

On Sunday morning Jan. 29th I realized the battery after being plugged in all night was very low, so I decided to go to Best Buy and see what the issue with my 6 month old phone was. Lucky me I had Geek Squad insurance so I thought, "No worries. If it is a problem they will just replace it or at the very least give me a cheap flip phone as a lender to get me through my business week until it is fixed or replaced." WRONG!! Apparently their idea of an immediate replacement is you securing your credit card for in my case $575.00 (which they deducted from my account Immediately) before they send you out a replacement in 3-5 business days from (not your store of purchase) some warehouse in from what I could see BC, Canada. So because of no other choice of getting a phone IMMEDIATELY replaced I had to do just that.

The GS representative I spoke with on the Best Buy store phone told me that my replacement would be shipped out on Monday Jan. 30th (next day) and should receive tracking information that day at some point. Feb. 1 am I called to ask for the tracking info, and for some reason that was not available to me, but was told, 'No worries. You should have it by tomorrow Feb. 2 or 3rd. I called on the 2nd to ask for tracking info again and was given the runaround and unable to give me that info. Finally a while later after that I finally got an email with tracking, and lo and behold I realized that the reason I was not given tracking on the date it was suppose to be shipped Jan. 30th was because it was NOT SHIPPED until 7:42 pm on Feb. 1st.

So after yet another lie I panicked and called again asking, "WHEN will my device be here? This is a business phone and this is unacceptable!" No apologies just a scripted answer as it will arrive in 3-5 business days. Friday Feb 3 was suppose to be the original day 5. Well that is if it had actually be sent on the 30th...hahaha. I am writing this letter now on business day 6 at 12 noon and still no phone. Day 9 and UPS apparently lost the iPhone so here we go again. Investigation has now started and I am still without a phone. After a few more calls and literally crying on the last call GS agreed to send me a gift certificate via email that would take 2-3 business days. (Seriously an email gift card 2-3 business days, does anyone else see why this is crazy?)

I am a self-employed hairstylist and being without a phone for 2 full business weeks has been crippling to my business, and has given me indescribable anxiety. I am writing this letter in to ensure that I can somehow help someone else from having this scam happen to them. It is my only phone therefore if it wasn't for the fact a family member let me borrow theirs I would have no way to even call a firetruck if needed. If you have any doubts of my story please read the customer reviews online about Geek Squad protection. (I only wish I had done that.) Horrible experiences far outweigh any good. In fact The Consumers Report was giving it a very poor rating as of yesterday.

Bottom line I will never step foot in a Best Buy again because as far as I am concerned they are as at fault as the Geek Squad protection plan they upsell to customers. They are not at all forthcoming on what you have to do to get the so-called protection you have been so dearly paying for for months. I am not one to air my problems on social media or otherwise but I am so afraid this will happen to someone else. Most people's only phone now is a cell phone. I have lost business but what if someone were to lose a home or a life because they were unable to make a 911 call? If you pay for an insurance to replace your phone immediately, then is it too much to ask for that very thing to be done? Buyer beware! Ask all the questions, read all the fine print, and in my opinion take your chances, and don't buy into these insurance/extended warranty scams. I will never do it again!

P.S. Update on my $575.00 refundable deposit. I finally received it 18 days after they received my defective phone after several phone calls. Longest 3-5 business day refund ever, :(. The excuse this time is their systems were down. Wow what a nightmare for them. Systems down for almost 3 weeks. (Yes that would be sarcasm in my voice.) So thanks again Best Buy and Geek Squad Insurance for your speedy insurance policy. Only 5 weeks of stress... not too bad I guess, :/.

After getting the radio to work he couldn't get any sound because they were trying to put the wrong wiring harness on my car. Told me they have the correct one in Stock for my factory amp but that it would cost $50 on top of what I was already paying! On top of all of this, I leave the shop only to realize my motorized tilt steering wheel keeps moving up and down by itself, even with the key out! Called them right back and he acted like there was nothing he could do. Said he would call Chrysler in the morning to have their tool scan my car. I never received a call back today and I'm furious! And...my steering controls don't even work!!! Where can I complain?

Did call his boss Tom at **. Message said, "Leave a message or text." I do not text so I left message not once but a few times. The last time I called his boss I told him on his machine that I was going to report him if he did not call me I guess he did not care so I reported him. I would hate to say that Best Buy the Geeks take advantage of senior citizens with handicaps but after reading reviews they don't really care who you are. Their service is bad and I would never recommend them to anyone. I don't know how they stay in business.

So now a day before my delivery I go to Best Buy to ask for help as I want to keep in touch with my family and the help I got was... "Oh we can give you a phone to use but you will have to put down another $569 plus tax which will be returned to you once you return this phone to us." I kept my cool but the manager was so rude and not helpful. He kept saying he understands my situation. No you don't. I don't think you can ever get pregnant and sweat with hormones all over the place trying to figure out how to keep in touch with family and friends just a day before your delivery date. So with no help and a two hour wait to transfer my data back to my old phone I was back to square one with a $565 hold.

Now I get another phone in the mail after my delivery. I sit and transfer all my data on that phone today when I was feeling okay. Guess what? Even the second phone they sent is defective. I called and the agent told me "I don't understand why they would not send you a new piece." I was like "So you guys send refurbish pieces without checking to your clients who pay $15 a month for iPhone insurance?" He said "Unfortunately we do." OMG. So I'm getting used phones and wasting my time and energy try to update delete and figure out iPhone plus I have a baby to take care of. So now he promises to send me a new phone in the mail.

In total I will be swapping 3 phones and still got a hold of $565 on my visa with geek squad. Not an upgrade nor a compensation was offered to me after the terrible and horrid service I received from Best Buy as well as geek squad. I know it's important to just focus on my baby but I hope you understand I am paying for a service which completely failed me and put me in a situation where I was unable to communicate with my family during the arrival of my first born. The supervisors promised to check the other phone - which is not true. One supervisor promised to call me back and never did. So everyone out there do not waste you money on geek squad insurance 'cause it's a scam and you are not getting what you are paying for. In fact you are getting second hand used products that are REFURBISHED!!

After a dialogue between us I said I had tech support from a competitor in the past and they just took control of my computer remotely and fixed it. He then said, "OK we can do that too. Let me put you on hold for another technician." I was on hold for 40 min before I sent a message saying it was absurd to be on hold so long. Then miraculously one came online and started to try and fix my problem. After a long time I was told it was fixed. The next day the same problem happened and so far I haven't been able to connect by phone to complain and have them try again after being on hold three time for a total time of about an hour.

We call the exchange # and they tell us that rep was incorrect that they actually need to send a tech to our house to look at the tv. The soonest appointment they had was 2 weeks later! On top of that the tech never showed. So we called the next day and scheduled another tech to come out a week later. The tech shows up and tells us they cannot fix the problem, which we already knew from the 1st guy we talked to. He gave us an exchange # and told us to bring the tv into our local Best Buy to exchange the tv. He was very specific in that we had to be careful not to damage the tv or they would not exchange.

We lug the tv to the store 3 days later and they tell us in store they cannot do an in store exchange. They said there were specific notes on our exchange to not exchange in store. They said b/c our tv was 50" those exchanges are done by the corporate exchange team and that someone would call us within 3 business days. I tried to get the manager to contact the corporate exchange team to at least facilitate scheduling the call. You know these places will call while you at work and close after 4 or 5 so we did not want to miss the call. No luck there. The manager said he was unable to help us. He gave us the corporate exchange 1-800 # and we sat on hold for over an hour twice trying to contact them.

Finally 8 business days later someone from the corporate exchange team called me. We are now going on over a month with a broken tv. She said they will be bringing a new tv to our home, which I have to wait another 4 days until they are available. She then proceeded to try and sell me a warranty on the new tv. The old 5 year warranty that I purchased for $119.99 is not transferrable to the new tv. I told her no thank you that their protection was terrible and not worth the money. Let's hope they show up in 4 days with my new tv and no issues.

I have taken very good care of my phone and do not want someone else's used equipment. One of the selling factors that was pushed on this plan was that it would be repaired locally and I would not have to wait for it to be shipped somewhere. If I could give them a "0" rating I would. I am cancelling the last two months on the service plan and will not buy another phone via Best Buy because of the deceptive sale of this contract.

This is the second time this has happened to me. I feel that they're a scam. They get people to buy their support and anytime they help it costs more money. The Best Buy store I took it to and bought it from is in Gresham Oregon. I am a senior and feel not only me but most people are getting taken advantage of for a lot of money. Why if it worked before they worked on it now it doesn't. Should I have to pay and they are trying to sell me a DVD drive external for more money. I read reviews and find a lot of bad reviews. I don't understand why something can't be done. The computer is only two years old and every time I need help they sell, cost more money. I am a senior and have cancer. I buy their plan so I don't have these extra expenses. Can you please help? I have never wrote to consumers before. I am not one to complain but people are being taken for millions of dollars and are being taken advantage of. Can you please help? Thank you.

I asked to speak to someone of higher authority (very politely) and the agent took my contact information and told me a supervisor "Darren" would phone me back in 2 business days. Never happened. I will not be purchasing their protection plan again. When I asked the inspection number and agent ID of the individual who tested the phone prior to sending it out to me, the lady offered nothing and stated she doesn't have access to that information and would not provide it for me and then told me I would have to get a lawyer to request it. In other words - not likely tested before being sent out. They sent me a defective replacement and offered nothing to rectify the situation. The agent was rude and not helpful at all and also there was no follow through on the promise that a manager would contact me.

I went to work the next day with the computer and asked our IT guy to fix it. He had it fixed within the hour and at no charge to me. He said he'd worked for Geek Squad before and upselling was a huge part of their jobs. Moral of the story, they feed off ignorant and computer illiterates like me. If you know someone, even a entry level desktop analyst ask them for help first.

I asked the price of a new battery and was told they did not sell batteries. I asked if they could take one from a new phone and put it in mine to see if the battery was the problem or if something else was wrong. They could NOT do that simple request. They told me to get a new phone ($650) because mine was 2 years old and would probably malfunction even after I bought a new battery. I went to a battery store and salesman inserted a new battery to see if the phone would start up. Phone was good and the battery was only $39.00 WITH A LIFETIME GUARANTEE!!!

8 years later I'm still using the same laptop without any issues - even with a recall on its battery and they are prepared to honor it despite me not noticing any of the negative symptoms reported. So, a year ago, the mobile phone representative at Best Buy emphatically assured me that their plans have drastically changed since then. She explained I could break my screen, get water damage... anything... ANYTHING and I could have a new phone in box, instantly without question, at the store, same specs, could be replaced a maximum of two times for the duration of our 2 year contract at $15 a month. Apple currently has a recall on my battery, but there are other issues with my phone as well. Music playback continues to crash - even after hours of troubleshooting with Apple tech support with no answers, the charging jack is intermittent and my phone just randomly shuts down on a weekly basis requiring a hard boot.

I went to the store to exchange my phone. I was told they don't do it in store anymore. Ok... I go home, call Geek Squad, and was told I need to leave a $100 security deposit on my credit card to ensure my promise of the phone not being damaged were valid. The warranty was sold to me on the premise that I could break it twice during my plan... So that seemed odd to me that this was required.

When I bought my phone I chose it for the champagne rose colour (not a biggie really, but I really really liked it). I was told that if I do go forward with a replacement I wouldn't likely get this colour again... only what is available. The phone would be an "OPEN BOX", not brand new as originally told. I just can't go without my phone for 2 weeks (as I have two children with Autism) while they figure this out, so it was then explained I would have to put a charge of $1100 on my credit card for an immediate phone replacement, which "immediate" to them is still about 3 days. I just cannot believe I fell for Best Buy's gimmicks again. Please be warned to NEVER EVER, no matter how tempting the sales people present it, purchase a warranty plan from Best Buy. They are lies and you are throwing your money away.

But today took the cake, and ended my long and fruitless experience with this monstrosity. I called up and the guy told me, in response to my sharing with him the 4 things wrong with the computer, that "The best way to get it all done in one day, since our techs will only spend a certain amount of time on your computer, is hands-on service". Wow. So that, along with the fact that when I looked up Geek Squad Remote Technical Support online I noticed this site with nearly ONE THOUSAND complaints... I"M FINISHED. I highly recommend you stay far away from this junk enterprise.

I went to Staples and showed them the laptop. The tech there immediately went to F8, and found a button for the computer to repair itself. I left it with them overnight while they ran that program, after which they offered to run a diagnostic program - FOR FREE. Turns out my computer was able to repair itself. It had no viruses, hardware issues, etc. I was told that it had a lot of registry errors, and was asked if it had been running slow, which it had been. For $30 they cleaned all the registry errors, and left a program on my laptop that I could run for free for a year if I felt it was running slow again. My laptop is now running like new. What great customer service. Staples now has a customer for life. Bye bye Best Buy.

The day I went to renew my plan your employee informed me that my email was incorrect and that's why I wasn't receiving notifications in regards to my protection plan or reset my account because it sends the notifications to the incorrect email. He updated my email, checked to see if it was and it wasn't. I contacted Geek Squad to update. They confirmed it was updated and would be receiving notifications that would let me know when my plan expires. Before this I was on top of my plan because I couldn't access my account and had to constantly look at my receipt to make sure I didn't miss my renewal date. Today, I went to try to fix my tablet. I see my email is still incorrect and he tells me my plan expired. I couldn't believe it. I really trusted your company to have my back to do its job and update my email to receive the notification your employees informed me I would get.

He told me without the plan they can't fix it. Now, because I trusted that your employees would do their jobs I'm out of a tablet, I registered for all online classes which I will have to withdraw from this semester. I'm living on my own, and living paycheck to paycheck. I don't have the funds to buy a new Surface. I work a lot to be able to pay my bills. ALSO, your employee lecturing me really doesn't help either, telling me it's my responsibility that I should of stayed on top of things. I know, I did up until the point I decided to trust your company. This really breaks my heart, I have a lot to lose. I understand I should have stayed on top of things but I thought I could trust your company.

I do believe your employees should have updated my email when I requested it the first time so I could have access to my account, I don't think this fair that we both made mistakes and I'm the only one being penalized. I truly liked your company and hope you can make an exception so I can continue being a loyal customer. If nothing gets resolved I will spread the word and will shop elsewhere. A very sad customer.

4th- We contacted the technician our self and left voice messages requesting a callback with the password for the remote and never received a callback. 5th- After 2 weeks of trying to get a simple password from the support team and holding for an hour to file this complaint to the floor supervisor, the Geek Squad response was there was nothing they could do as I had entered the wrong password so therefore I tried to change the settings which voids all warranties. Give me a break, for $99.00 it is just not worth it! If you have a computer, program your own remote it works way better!!!

I told him I had received an e-mail confirmation that morning for the appointment that I had stated clearly in my initial request what was wrong with the computer and was given no indication that they couldn't or wouldn't even look at the computer. "I'm sure you did ma'am, I can't help that. We can't do anything about it. Have a nice day." He was right, he, nor any of the others, could do anything "in house"! They were useless and less than useless! These people are jerks! It's disgusting! If I could give them zero stars, I would! If I could give them minus stars, I would! I think they get you in there to buy a new computer or some product, they certainly don't do what they say in their advertising.

About a week later I received a call from a technician named Alexander to let me know he was on his way. He entered my home and said the panel was damaged. My warranty covers this and I will receive a call in four hours to let me know if they will get parts on order or if they will replace my television. I received no call. I called Alexander on his number it went straight to voicemail twice. I then decided to contact Geek Squad directly. I spoke with some arrogant employee that told me that my repair is a COD. He was very disrespectful. I then asked if I can speak with a manager. Of course no manager was available. I informed him I no longer wanted to speak with him so if he could send me over to another person. Then magically he transfers me to a man who claims to be a manager. All he tells me is to talk to the corporate Geek Squad. He transfers me to an unknown number that rings and rings then goes silent.

I called back and spoke with a female let her know my issue. She transferred me to a Best Buy in a whole different state. Then I call back talk to guy who won't transfer me to anyone because he has no way to. Then I call back again speak with a different female employee. I ask her to speak to a manager. She transfers me to a different Best Buy. So I speak with the Best Buy employee who transfers me back to Geek Squad. I then talk to a woman and let her know my issue. She put me on hold for about ten minutes and transfers me to a man. I explain my issue to him and he tells me he's in technical support and transfer me somewhere and the call hung up on me.

I call back two days later and I'm told the corporate office is closed but I can contact them through Facebook. I post on Facebook and have yet to hear anything. I then call the next day and ask if I can speak with a manager. I was told they were all in a meeting. How convenient. So I ask the lady if she can relay a message and have someone follow up with me. I give her my info and I have yet to hear back from anyone. I called the next day and spoke with a guy who says there is no corporate Geek Squad and to call the store the technician works at. I contact Best Buy and ask to speak with the technician Alexander's manager. I was then told that the store has no control over the technicians but he would try to help me. He talked about coming in and purchasing a new tv. My tv cost $1,600 and I bought a $200 warranty so I didn't have to purchase a new tv.

Long story short - Geek Squad has no integrity. They are liars. They do NOT train their employees correctly. Once they get your money it's pretty much screw you. They show you that their job is just a job and they do NOT care about their customers because at the end of the day they get a check. And last but not least they are NOT accountable. Beware!!! Do NOT purchase anything from Best Buy since they support this disrespect. And DO NOT buy a warranty from Geek Squad believe me. You will regret it.

I called again today 1/2/17 and was answered by a rep who seemed to appreciate my frustration and she promised that after her notes and escalation I would get a call. That was at 10:00 am this morning now it's 6:30 pm and still no call. This is the worst service you could subscribe to and as a consumer I highly recommend you take the Warranty from the manufacturer and find another repair option. They are very helpful or knowledgeable. Do your homework and find a good tech site who know how to help you and keep your laptop for 11 days without much progress.

Today I came to pick up and found that my laptop system was all gone as a brand new computer!!! @ all my software words, excel, even the drive D:\ (system-restoration files placed there by the computer manufacturer) all gone. The terrible thing is that the guy talked to me when I came there to complain about the disappearing of my drive D:. He said, "Drive D is for DVD, your laptop doesn't have CD or DVD drive so it is normal. Oh, my God! He has no idea about the chunk D:\ always be defaulted there together with chuck C:\ by manufacture!!! All my experience, my memories, my documents, my studies, my business are all gone... just because of such kind of staffs of Geek Squad there!!! My life was ruin!!! I will check with lawyer if I can sue them because they touched my personals property without my agreement.

When you are done reading and try to go back to iCloud you can't. You must exit and restart by opening iCloud. My phone will not sync with the laptop either. I am not pleased and will never darken their door again or otherwise purchase from Best Buy or get work done by Geek Squad given this and the "service"/"warranty" provided from my purchase of my cell phone at an earlier date. To repeat, I am **.

I called to speak to someone about my concerns to be hung up on and not called back and then told there was nothing they could do. I said so I pay for a service that you aren't providing and it seems that the employees need more training. The gentlemen's response was that a lot of techs don't pay attention in training class and nobody could do anything to discount my poor service or make me want to believe that they could do better for me in the future. POOR customer service and POOR service in general. I will be moving my business elsewhere.

A year later, the same laptop intermittently was crashing, and eventually hard drive went. Took it to another computer repair shop who replaced the drive. Within a month the exact same problems started - intermittent crashing and the BIOS couldn't see the internal disk. (At least they refunded my money). After a few weeks of this - the BIOS never seeing the disk - it was dead in the water. Desperate, I took it to Geek Squad and explained there's a NEW drive in there (only a month old or so) so it's not a 'bad drive' - more likely a cable to the drive or something else motherboard/hardware. They asked how much I was willing to spend to get it fixed. I said 'not more than $200'.

They said they'd call in a couple days, and would have it a week at most. 2 weeks pass and I hadn't heard a word. I called them - finally got through to a 'geek' who looked up the order and said: 'the drive is bad. We can fix it for $199'. Hmm. I told them I didn't want to spend more than $200, and the price to fix it was $199. What a coincidence.

I told them AGAIN it WASN'T the drive - and asked to speak to the tech. They said "OK we'll have him call you". He never called. This went on for another week or two - them saying a tech would call, and nobody did before I told them "forget it - DON'T fix it. You obviously don't know what you're doing. I just want it back". They said I could pick it up in 2 days. Went to the store to pick it up 5 days later (could never get through by phone to make sure they had it) and the geek/kid said "It's not here yet - it was shipped YESTERDAY and is in transit. Try back next week".

I flipped out - he got the manager - who glanced at the same screen a second and said "it's in the back - I'll get it". WHAT?!?!?! I thought it was 'in transit'???? No comment from the mgr... He got the laptop and awkwardly inquired what I would do with it... It was broken, unusable - he was hinting at me giving it to him or selling him this broken laptop for almost nothing since it was dead. I was irate and told him I'll take care of it myself and left.

The next day I called a Dell parts company (Parts People) who sell parts and does repairs to buy a new drive (for $70 vs $200 w/ Geek Squad). I certainly did not believe it was the drive, but since several different geeks INSISTED over the phone the drive crashed I'd see for myself. Incredibly, these geeks I spoke to "insisted it's NOT uncommon at all for brand new drives to crash - it's very common... They don't last long!" - which is a bold face lie. Happens, yes - a lot? No. I got the new drive and installed it. SAME PROBLEM - BIOS not seeing it. This is EXACTLY what Geek Squad said they were doing; the drive was 'bad' and they were replacing the drive. This was another brand new drive - which ALSO didn't work...

I called the Parts People who sent the drive to ask about returning it. He (Michael) said 'no problem' - and started asking me about the problem, background, symptoms, etc and said "that problem sounds to me like the interconnect drive cable - NOT the drive. It's a cheap part you can order yourself and replace. Try it - if it doesn't work, you can ship the whole thing here and we'll fix it, but order the part - check eBay - and you can probably do it yourself - I'll bet that's the problem".

This cable was $10 on eBay. I got it and installed it - with my old, supposedly 'crashed' drive in the laptop - and it now works PERFECTLY. I am typing this on the laptop Geek Squad insisted had a 'crashed drive'. Do not use these people. They are incompetent and lie. They were going to charge me $199 for a $10 cable. Both times I brought my laptop there - PURCHASED FROM BEST BUY WHO WORKS WITH GEEK SQUAD - THEY CHARGED ME HUNDREDS AND DID NOTHING. Worse, based on the awkward conversation with the manager, it sure looks to me like they KNEW it was a $10 dollar part, and they were hoping I'd take $50 or $100 for this "broken" machine that doesn't work - put the new cable in - and have a $1,000 laptop for pennies on the dollar. Unethical scum.

Could you imagine the irony of this?! I insisted that I did not remember how my screen was cracked(with some scratches) and how can I prove that I did not cause the scratches in purpose?! I cancelled protection policy after they lied to me that they will provide me with a new iPhone. This protection plan in condition you have to prove that the item protected by a plan is not damaged deliberately is just a way to take money without providing the service.

When they did ship it, it arrived the same day. I receive and email to call them before they could continue with my repair. I called and they want to charge me over $900 to replace my motherboard?!? No way should it cost that much. My computer didn't cost that much. I told them they a rip off and I'm not paying that much for a motherboard and to ship it back. I found the same motherboard for $255 on eBay and I plan to just replace it myself. I will no longer do business with geek squad ever again.

I am disappointed and asked why they did not put a new screen on it then, after all I wanted it fixed. He said they would have to sent it to the manufacture to do that and screen cost around 300.00 to fix. I said on then, and took it home. I got on amazon and ordered a replacement screen for it. 35.00 when it come in I found a www site that shows you step by step how to do it. So I decided to do it myself, Once I got started and opened it up I found many missing screws they failed to put back in. They left out most of the screws, this laptop was only 2 years old and brand new, never been worked on and now it's missing screws.

Next when I got to taking the screen off I found the wire that connect it on the back was not plugged in, I plugged it up and the laptop started working. So they have people working for them who are idiots, who get paid to do a job they don't know how to do. Next I started putting it back together and I found of the screws - they did put back in it; most were stripped out so I had to use the missing holes for the screws. Got it back together and it's working as factory new again. So I will hang on to my new screen I bought for a future repair if it ever needs one. I will never let them do another repair for me again. And I do not recommend anyone else to either, If you don't mind them leaving screws out then go for it. But I give them a big fat F- on repair knowledge.

Now, I have cracked my screen. I have spoken to multiple different representatives who all failed to tell me that I would be charged 114 dollars for another crappy refurbished phone. Alongside a 900 dollar deposit. The representatives are rude, deceitful and extremely unhelpful and I will never deal with Geek Squad ever again. Bottom line. Do not go with this company. They are complete garbage.

At that point he went into the back room and brought out another tech to wait on me. I explained that I have a service policy and that the PC involved was on Windows XP and that the last time it was serviced (service sticker dates were on the unit), an admin password was put on and now I couldn't access it. I also explained that I wanted to get Windows 7 or 10 and was told that he couldn't help me.

The tech suggested that I bring it to PC Warehouse and they should be able to do it. At that point I asked why I would pay another place to do work that I'm covered for on a service contract. No answer was given, just go to PC Warehouse. I took it to PCW and they were very friendly and helpful and will have the PC back to me on Saturday, no hassle or fuss. I used to own a business that I would purchase computers and printers for from Best Buy as well as my own personal electronics and have probably spent well. In excess of $80,000 over the past 12 years. If this is the way I am being treated by your staff, I'll be taking my business elsewhere. Some of your employees are outstanding but to get 2 attitudinal degenerates back to back is unacceptable. A copy of this email will be going to corporate as well. I know how much CSI means to companies today, but your level just hit bottom.

On November 30, I called 1-800-geeksquad to get an explanation as to what was going on. Over a span of 1 hour and 11 minutes, I was transferred 6 times and all of the people had no clue as to what to do. The last person I spoke with was in a call center and took care of shipping problems. He had no idea as to what to do. This is the WORST customer service I have dealt with in my life. I am appalled by their inefficiency and ignorance on problem solving. You can buy product from Best Buy, but if you want service or installation, go somewhere else.

Now on to the phones. iPhone 6s plus 64G gold, 1st one had the screen glitch, couldn't swipe screen, ghost dials, ghost texts, basically unusable. 2nd, 3rd, and 4th phone every one of them had speakerphone failures, no speaker phone or facetime volume whatsoever. In addition the 4th phone has begun to do the screen glitch. Which in all cases will be dead within a month. So now my case goes to an escalation team who is supposed to contact me within 5 days. Well 14 days later still no call from the escalation team. So I guess just they'll send me another phone and you guys can hope it lasts past 30 days right? Now on my 5th phone. Still doesn't work right. In two months I've totaled over 22 hours on the phone with you spineless cowards.

Employees like supervisor Cassie are extremely rude and snarky, who are just there to get you off the phone by telling you nothing. Employees like Shanda **, who tell me an E card for a new phone is being emailed so I can scrap out the garbage phone finally; LIES. Employees like Kaysha, who don't even place the order but tell me they did; LIES. Beginning to see a pattern here? So is lucky phone #6 gonna be it. Shall find out tomorrow. Thanks for nothing but headaches and taking practically years off of my life. Hope you all burn in hell!

In the meantime, I rented a laptop in Mississauga and gave him my laptop. Weeks have passed and did not hear anything from Best Buy, Finally I asked my son to call Best Buy to check on the laptop battery replacement and he was told it is ready. We went to pick it on Oct 28 when I was there for other reasons. The laptop was handed in Best Buy on Sept 10, 2016. We did not have the adapter with us and did not test the computer, but were told not to worry, there is a warranty of 90 days on the battery.

I went home and plugged the laptop in to see that the battery was still dead. Left it charge for a while but it was not charging. I called Geek Squad 1-800 number, the store itself, the Geek Squad there. In the end they told me to go to the nearest Best Buy and they will refund my charge of $250 + HST as I protested going back to London 200 km just to get my money back after such a long time of inconvenience.

Today I went to Best Buy at Sherway Gardens, the closest to my place to find out that they do not want to reimburse the money. Only eventually $100, but that I should leave again the laptop with them to be repaired. I told the only thing I want is to get my money back because I cannot afford anymore to pay for a rental laptop anymore and I do not want them to look into the problem as it looked they had all the time to do that and did not do anything.

Manager Raul (did not want to give his last name) did not want to give me my money back and I had no choice than to leave. I went to the car and called the London store, went again explaining all I wanted is my money back for a service that did not deliver anything else than inconvenience to me. Nothing seems to be possible. The Manager Luke was nice to tell me they are going to give me another laptop for the duration of the repair if I go and leave my laptop there for repairs. But that would mean for me 2 trips to London which means 800 km. (one trip back and forth is 400, and I would need to go there to leave the computer once and another time to pick it up).

I cannot believe that there is nothing that can be done so I can get my money back if I choose to do so when service has not been delivered. Where is consumer protection in this country? Why do I have to be so inconvenienced by sloppy rules which do not value the customer in any way? Why the Ministry Of Consumer Protection is not taking any action against these companies who are abusing the customers charging them for services not done?

While on the phone, the phone claims rep (female) was unable to assist me although the claim was processed within the 45 minutes. The phone claims rep had asked me to re-route the shipping address on UPS.com which I was unable to do as my main source for the internet was my phone. After a heated discussion, I had advised that I was unable to re-route as I would not be around a computer or had a phone available as my phone was the broken unit!

A few days has passed, I was at work when I was finally able to change the shipping information. I also had checked into my email account and found out that my credit card company had placed my account on hold as they were unable to get a confirmation from my phone. I went online into my credit card account and had noticed there were two transactions to Nike.com for $400.00. Note, I had not used or shown my credit card since the visit to Best Buy on Nov. 4th. From reviewing the transaction details, the charges were made on Nov. 4th and Nov. 5th. I am very upset that my credit card information was stolen the day that I had presented the information to Geek Squad and I am very positive that my information was stolen from BestBuy / Geek Squad. I highly recommend people to look elsewhere for insuring their products from these thieves!

Well fast forward to the following Wed. I still have not received the part. I called to let them know so they could cancel the appt. It was already 1pm, but they hadn't called to confirm yet so I was hopeful that I could catch them before they came out. The first person I spoke with told me that I didn't have an appt. set up, that they were waiting for me to contact them when I got the part. I asked to be transferred to a manager who told me that I did have an appt, but it was canceled because the part was not available and they were going to issue me in store credit! I told her that no one had contacted me in any way to let me know this.

She told me that they should have contacted me before our appt, but that this message just came in to them this morning, but shouldn't they have known that there was no part when they went to send it out over a week ago? I would have been sitting here for 4 hours waiting for them to come! So they are supposedly issuing me in store credit, and are going to contact me in the next two days. But I got the phone number and claim number because at this point I don't believe anything they have to say.

October comes and goes and no part. I called again and they said they weren't sure if there would be a part or not and had no way to monitor this to contact me and I would need to call each week to check the progress. The part was not sent so then they tell me they have to send out a technician out to verify if the part they do not have would fix the TV. I do not understand the reasoning here. The tech came out and verified the TV does not work correctly (this is over 8 weeks out from the initial call). The tech tells me I have been approved for an exchange and I will be entitled to a comparable TV and they would contact me with details.

I missed their call and called back. After waiting on hold for over 20 minutes I spoke with Jama in their CS department who lied to me, stating they do not have anything comparable to my TV (they absolutely have 55 inch smart TVs) and they would instead be sending me a gift card for what I paid for the TV a few years back. When I questioned this and the wording in the warranty (I do not want to purchase a new TV, I want mine fixed or another TV as a replacement) Jama said, "What? You expect to get more than what you paid?" and "It's not our responsibility to keep a copy of your warranty, that's yours." He then refused to put me through to his manager stating I would receive a call back in 5-10 minutes.

It's been over 2 hours. I will never buy the overpriced Geek Squad coverage again. I have had to take time off work to try to work with them. Have made over dozen phone calls only to find out they will not help me. They now have terrible customer service that compares only to Comcast. Not sure who is worse at this point. Real shame Best Buy bought them out and runs them so incredibly poorly. Could not be more disappointed.

Yeah, I signed that agreement because I was 100% sure that they would get it fixed! It's messed up that I should have to pay them any money at all when they didn't do a damned thing for me whatsoever! If I know anyone who needs to get their computer fixed, I will tell them to avoid these incompetents like the plague! I will not even set foot into a Best Buy ever again for the rest of my life!!! Is it any wonder why Walmart is driving all these other retail chains like Best Buy out of business!? They can all go to Hell!!! I only gave them one star because the option of giving them no stars is not available!

The next day after turning off sleep mode...I was able to update 2/3 updates...1/3 still failed. Plus...my wallpaper setting was set to stretch...no other options. I had one more update offered by Windows this morning. But ignored that...was taking my computer back for these issues to be "fixed". After 5 hours, was told to pick my computer up. I did. Nothing had changed. I still had the failed updates issue and the desktop issue. But after 5 hours, they did download that ONE update from Windows offered this morning. Am I impressed with Geek Squad? Hardly!

They took the control of my device remotely. After spending 3-4 hours they asked me to visit their store at a scheduled time. I had no time so I visited their store after 2 days and after visiting 2-3 times they told me that they cannot not fix the issue. Then I contacted to another tech support, they not only fix my issue in no time but also they did not charge me til the time I was assured that my email is working.

Once I checked and assured myself as it was started working fine as earlier but I am happy to contact with that tech support (called Sapphire or Vialra) and I paid happily 350 bucks but I am happy as I did not waste so much time as I wasted with in Geek Squad and fail to fix my email issue. So, I will recommend do not purchase any securities if you have the email problem then I will not refer to Geek Squad as they never fix the issue or never let you know that they are not able to fix the issue rather than twisting you. What the use of that kind of support is beneficial that cannot fix the issue rather than wasting the time by going here and there...

Called Geek Squad support and they were no help at all. Refused to setup my new payment plan when they failed to send out a notification on my card change, and was not informed at the beginning of signing up that if this were to ever happen, I would need to take action for this. I could not understand the lady that helped me. Her English was horrible, I had to ask her to repeat herself multiple times. All in all, they said nothing could be done even though it was their fault. Do not sign up with Geek Squad protection because they will screw you over and not care. Their company is more happy about making money than actually helping people. The worst customer service I have ever had! Never going back to Geek Squad!

So the next day I get an email and a servings voicemails saying "That is ready for pick up." I go to pick it up, and to my surprise, the agent tells me they were not able to look at it because my power cord was damaged. They should have told me from the start that they wouldn't be able to use my chord this time, when there was no problem with it a month ago. So they basically had my laptop for 5 days and did not do anything to it. So I show up and they have no solutions for me. Out of frustration I just sign my papers and talk about not being able to afford a new laptop, plus I have pending school assignments that I put on hold for this repair. The agent had no problem asking me if I want to recycle my laptop right there today and called a Best Buy computer rep to come over.

I just think it is really not nice to take in a product that they knew would not get touched. And even if they found out later, why didn't they call me first, before getting my hopes up about getting my laptop back? I don't feel like they genuinely care. But even if they do not care, they should do what I'm paying for and do a diagnostic at the vet least to get me on my way.

I did receive it on the 4th day only because after tracking it on UPS it showed it had arrived but the address was incorrect! So I contacted UPS and they were able to locate the driver who I drove 1/2 an hour to meet to get my phone. My MasterCard was billed immediately after making my request to expedite a phone with an assurance it would be credited back within 3-5 business days. I now find out the broken phone I returned is being sent back to me because they cannot unlock it! The phone will not charge so of course it cannot be unlocked so I spent an hour on the phone with Apple before sending it to find out how I can unlock it as I was unable to use it. I worked with them for an hour and we were unable to go online and remove the phone from my account which they said would allow the repair company to access it.

What is really infuriating is the lack of customer service. I have spoke with 1 manager Edmond, another by the name of Eric called me back leaving a message saying the phone was delivered with 4 days (yes because I drove to the driver) and several agents, most recently Melony, who should not be in any related CSR position. Her tone and hint of sarcasm when I told her I would wait for a manager (which would be 24-48 hours) would be deemed totally inappropriate for any reputable company. Are there that many issues with this company that it takes a manager up to 48 hours to return a call, after my experience I can only imagine! My suggestion...don't even consider getting this insurance, what a waste of time and money!

I got a call from Geek Squad on Sunday that my computer was fixed. When I picked up my computer Geek Squad turned it on and showed me that the computer was working, and there was no additional charge. Overall this was an excellent experience because I didn't have to ship my computer which would take an extra few days, cost me money and time in packing. I recommend Geek Squad if your computer is broken. If they can't fix it then it's probably time to buy a new one.

With the money I lost from having to stay home from work, I could have gotten a repair contract with a company that would have let me drop it off and pick it up when it was fixed. I think they want you to come to the store twice so you'll browse around the store and hopefully buy something. I will never buy another product or anything else from Best Buy ever again and I also think that their Geek Squad SUCKS! Waste of time and money unless you have nothing to do all day. Then they told me that to back up my files it would cost me another 110.00 dollars. They charge you 110 bucks to stick a memory stick in the port. Unbelievable! They SUCK!

At this point, I go to pick up my computer. However, the issue remains; the computer won't turn on. They claim to have tested to computer at the compound and in house, yet the computer won't turn on. The computer has had the same problem twice, and they have failed to fix the problem both times. At this point, rather than admit that the computer is broken and replace it (given my insurance and their guarantees, this seems reasonable), they send the computer away yet again. Upon complaining to the manager, he tells me that I should simply "cancel the insurance then." Brutal service. I don't think that the employees are inherently bad, but the service that their organizations enables them to provide is horrible.

When I didn’t hear from corporate I called again and was told it would take 7-days. As of Sept. 30th, 2016 I’ve heard nothing. When I called again corporate said the PC was out of the warranty period and that there is NO GRACE period for renewing the protection plan. Given we renewed every year since owning the PC I thought customer service would resolve this. They did. They said it’s out of warranty, there is NO GRACE period and “You are out of luck and must pay for the repair.” This is the poorest service I’ve ever received given the amount of money we spend at this store. I recommended to everyone that they should NOT SHOP AT BEST BUY EVER UNLESS THEY WANT TO BE TREATED LIKE CRAP!!!

A few months later the screen kept going dim and bright randomly even though I always keep my laptop plugged in and there should not be any reason for the power saving dim mode should kick in. Presumably the charger socket connection in the laptop was loose and should have been changed. When I took it into Geek Squad, the Tech Support rep very slyly just changed the battery power saver display setting in the computer to full brightness even in battery mode so that the loose connection would not be evident to me at all. He told me that he had "fixed" the problem.

Now, three weeks later, my laptop has completely died. According to the extended warranty, Best Buy should be refunding my money for the laptop but they are saying that the screen-dimming episode does not count and they cannot replace my laptop. When I told the rep that I was very disappointed with the sly behaviour of the Geek Squad personnel he could not care less.

I am still waiting for someone to answer or call me back. I called the original number from my caller ID that the first call came from, the person from Best Buy tried calling the number and couldn't get an answer. I was given the number to my local Best Buy to call and speak to an manager to expedite. I tried this and was told they could do nothing without an approval from the above telephone number. They even tried and could not get a response. I will never buy another Geek Squad Warranty, this has even soured my experience to even shop at Best Buy.

Three days later, I checked the UPS shipping status and it showed delivery status as "Delivered: Left at the loading dock". I contacted Geek Squad helpline about the laptop when I did not get any update on the laptop for over a week after the shipment was delivered and they said that they would escalate the status of the repair to find out what is going on. Since this day I had been going to the local Best Buy everyday to find an update in the status and after 5-6 visits it was kind of clear that the laptop was lost. So I talked to the manager of the store and they claimed that Best Buy needs at least 30 days to declare that the laptop is lost and then they would replace my laptop with a new laptop of same configuration.

On the 25th day the laptop mysteriously appeared and Geek Squad said that the service would take another 20 days. So I waited with some more patience and finally the laptop was delivered to my home (not the store as it is usually done) two days ago. When I turned on my laptop I realized that it was restored to factory settings without my consent essentially wiping off all the files and softwares from the laptop. The repair was no way related to the hard drive so there was no possible reason to erase it.

I went to the store today to ask why this was done and instead of being apologetic about the mistake the attitude of the store manager was that it was my responsibility to backup my data. When I asked that why would you manually delete everything from the laptop when the only thing you would do is replace a battery to which his reply was that if the laptop was lost and I had gotten it replaced by a new laptop then it would have been the same. Overall they tried their best to convince me that it was my fault that I did not backup the data and they are in no way responsible for erasing my hard disk by manually restoring it to factory settings. I agree it was my fault. I should have never chosen Best Buy. They are there only to make a fool of people and steal money from customers.

To summarize: Laptop to be repaired under Lenovo warranty. First the laptop was lost without a trace for 18 days since the time of delivery at the geek Squad service center. Laptop mysteriously appears back and Geek Squad takes another 20 days to diagnose and repair (which is essentially ordering a new battery and replacing the old one). I never get updated on a single repair going on in my laptop and one day I see the status as repaired and shipped. I get my laptop shipped back to home and I see that one of the genius technicians has done a "restore factory setting" on the laptop deleting everything off it for which the Geek Squad does not take my consent.

The manage of the local store claims that it is not Geek Squad's mistake or fault in deleting your data for no apparent reason and I should have taken a backup as I signed the service agreement which says that any data loss is not Geek Squad's responsibility. I am mad as well as feel helpless because there is nothing one can do against such a big company and are pretty shameless about troubling the customer.

Guess what, WRONG PART! So, they order the correct part, and another week later they put in the correct part, but in the process bust my cold water line. They left my machine with a busted water line as if it was that way previous, which it wasn't. The technician said he would have put one if he had one with him! My husband purchased a water line and installed it, so a month after calling the Geek Squad my machine is finally working!

He continues to tell me if they do send someone over there may be a charge!!! So I paid $125 per machine for additions warranty and all I get is Brian ID# ** go back and forth how he knows it had nothing to do w/ installation because he's a contractor you know!!! He also suggested I should call the inspector who inspected the house, or a Plumber! So I paid $125 extra per machine for Geek Squad to advise me over the phone to hire a plumber. Yeah spend more money!!! How does that make any sense!!! Guess we'll just return these and going to Lowe's!!! Very disgusted w/ Best Buy & their Geek Squad Protection Plan!!! Don't buy it. Not worth it!!!

Understandably upset, I clicked to speak with another agent and I thought I was lucky to get the Agent (Marcos **) who had told me originally to buy the hard drive. After telling him I had returned from purchasing the external hard drive and was ready to go through with the services, he also disconnected our conversation without a word. It seems to me like a scandalous way for Best Buy to get trusting customers to spend more money in their stores. I will not shop at Best Buy, or use Geek Squad again.

Even with that, I still continued to keep the subscription, and foolish me, the online technical service worsen. To make a long story short, and not to bore others of all the unsuccessful repairs, this last incident I am about to describe really puts the icing on the cake. I logged onto Geek Squad's technical support last night reporting that I was having performance issues with some of my graphic applications, and I was kind of confused with if the graphics driver update from HP's website was a newer update than what was installed on my laptop. The tech tried installing the driver, but at first it said it was not compatible with my laptop. So he uninstalled the driver that was installed, and forced Windows update to find the latest driver update.

Within 2 hours, I received my first BSOD on this laptop pertaining to my graphics chipset. I went back to Geek Squad and demanded them that they need to fix this problem, which the technician ran some diagnostic tools and found that the driver was bad. Afterwards, I left for him to continue with the service, while I went to get a snack. Just as I was finished eating, the agent said that he completed his service and for me to check out if everything is working. I did, and I said that the performance seems to have worsen before my first incident last night. He then took a minute, but then replied, "it is the application's fault, as my work was complete and it repaired many issues that was happening prior to report," and we left it at that, as it was getting really late.

Earlier today, I just could not stand the performance I was having. So I did some research of my own, which basically mentioned try uninstalling and re-installing the graphics driver and gave instructions on how to do. So as I began reading the steps for uninstalling the graphics driver, I realized that the ** idiot installed the Microsoft basic display adapter. WTF??? Are kidding me??? Are they that stupid??? I really wish I took the 30-day advantage when I had the chance, since I never got one thing fully corrected on my PC or laptop. I hope that this review helps others not to make this mistake. It is a SCAM!!!

We received no phone call to sort out the matter, which I believe would have been the logical step before sending back a broken phone. So, we send it back again after speaking with a rep. 3 weeks pass. Finally we get a brand new phone. It's the wrong phone and can't be used with our SIM card. Send it back again. Who knows when the right phone will arrive. We are in a new town and trying to find work and housing, and being without a phone for 4 weeks is completely unacceptable. Will be cancelling all of my plans with various devices. Terrible service and zero sympathy from the company.

I got a call from them today telling me I will pay for accidental damage that the phone failed the water check. What water check? My device never went close to water, I think that's the scam, when they discover that your device is not physically damaged they used water check to make sure you pay the accidental fee. They never intend to replace the device without payment, they do anything to make you pay. I saw other reviews with people complaining about the same thing. I am collecting my old device back and I am cancelling my insurance with them. They disappointed me. I thought they were better than this. It's so sad a big establishment like this can behave like that. Don't use them. They will disappoint you.

I purchased a new HDMI cable but it needed to be rerun through the wall. I texted the tech and called Geek Squad customer support. Tech responded he was busy but would call back. Never did and ignored my texts. Phone support told me that the soonest they could do anything would be 15 days later. The original install date was August 10 and they still weren't going to get it working until mid-September. I got absolutely nothing from the amount I paid for installation and no assistance from the support I was to have received. As it stood, I waited for a month for the tech to do nothing. My builder mounted the TV and sound bar and our son re-ran the HDMI cable. What exactly did I pay for? Geek Squad support was a joke. I've been a long-time customer of Best Buy and Geek Squad but this was a fiasco. The customer service folks were rude and absolutely, without a doubt did not care about helping.

We had this whole schedule arranged around a huge party we were having on 9/3/16. If they had done what they should have, we would have been fine. However, they didn't do anything they were supposed to do and left us hanging. They wanted us to wait until 9/10/16 for a service call. I would give them less than 1 star if that were possible. Based on this experience, I would NEVER recommend their services.

The person I did the schedule with assured me they can do that. Monday came and I got a call from the repair guy telling me he see that I don't have both parts and he shouldn't come out until I have both. I told him that he should come because on Wednesday I won't have much time because of work. He told me that the second box should arrive sometime on Monday, so I told him if he don't want to come yet that he can go do his other appointment first then later on come back. He told me I would have to schedule but I already have him schedule for Monday morning to come check the TV even if I don't have the second part.

In the end he had to report back that I need to be schedule for Wednesday. Got a phone call from Geek Squad machine to schedule another appointment but the machine keep me on hold then transferred my call and hanged up on me. That happened to me 4 times, so the next day I called and now I won't be able to get seen until another two weeks. Apparently that repair guy from Geek Squad didn't help with rescheduling for Wednesday especially when he told me he was free on Wednesday. Basically I'm waiting four weeks just to have someone come out and if I wanted something for Monday then I would have to wait longer. Now I will have to take time off work because Geek Squad won't help out when they mess up. I know there is nothing that can be done about my problem. I just wish there could be other options beside Geek Squad.

I thought your employees were suppose to be clean and neat. His shirt was dirty, tie half tied and his appearance needed help. I would have sent him home for a new shirt. When my service has expired I will not renew and will NEVER use Geek Squad again. I have worked in retail for 30 years and if I treated anyway as he did me, I wouldn't be where I am. I hope he Never treats anyone like he did me. He needs to learn to treat people with RESPECT!!!

After it was complete it looked fine. Used the laptop couple days later and had the same problem. I called and was told to bring it in because it had to be physically repaired. I was also told there will be no charge. I bought the laptop into Best Buy and was told I will have to call for a refund because they were 2 separate departments. Didn't have a choice but to pay and call for a refund when I got home. Called for a refund and got the run around for at least a half hour. "Not my department, I'll connect you to the right department." Had that repeated at least 5 times.

After 4 days, I received a phone call my laptop was ready. Was told the computer kept freezing when they were unable to perform a diagnostics on laptop because it kept freezing. The woman behind the counter recommended I take it to Apple and have it sent out for repairs. I asked if I can still use it and was told "Yes. You shouldn't have a problem". Which was totally bull because after using it for about an hour it froze and haven't gotten any more use out of it. Called the 24/7 hotline number to complain and was told to bring it back to the store and hope for the best. Unbelievable. Is it worth the stress to go to Geek Squad? Oh hell no. Go straight to Apple. Customer Service is second to none and you will save yourself a lot of aggravation.

I went into the store to pick up the laptop yesterday expecting them to tell me every part in which was replaced and what exactly happened to the laptop when it was dropped. Of course, they couldn't tell me anything except what they are scripted to say. I then tell them I am going to play with the laptop before leaving the store to verify it is 100% working. Good thing I did as the laptop was NOT fixed! The associate walked away from me so was nowhere to be found when I found out that the power cord was very touchy and only worked to charge the laptop if it was in the right spot. Also, as I continued to turn it on and play with it, the screen went black twice as if the computer totally crashed.

At this point I decide I am not taking the laptop as it needs to be sent back to the service center and be fixed correctly. After about 30 minutes, the geek squad team member finally comes over and makes an excuse for every issue that I brought up and told me it could not be sent back. I asked to speak to a manager, the manager comes over, only after speaking to the geek squad associate in private, and tells me exactly what the associate said so I knew he knew nothing about computers either as he was only a specific department manager. I got upset and told him I am not taking the laptop. He tells me that if I do not take it a work order would be written up for a abandoned laptop and after 120 days, it would be thrown away!! So I am forced at this point to take a broken laptop home.

After getting it home and getting the power cord just right so it would charge, I turned on the laptop again and the WIFI doesn't work!! Long story short, I need this laptop for work and I cannot afford to be without it the 15 days it already took to get fixed much less any longer. I paid over $1,500 for this laptop which was not cheap, I do not deserve a pieced together pile of junk that doesn't work!! Since the warranty expired on 8/6/2016, the computer was pieced together in order to get the laptop to look good so I would take it home and then find out that it didn't work and then I couldn't do anything about it because the warranty is expired!! I want this laptop lemoned out as it should have been in the first place and my money returned to me for a new laptop. I cannot afford for it to be sent to the service center again as I need it for work. I am losing money everyday I do not have this laptop!!

Multiple Geek staff and managers assured us they replace it if not back to me in 30 days. So it's now post 30 days. On day 31 a rude twit of a girl called to say my parts are in and they will fix it. After heated discussions (she said it's not exactly 30 days) all she kept offering me a 1-888 number. I asked for a manager and she said a firm no. She said they will not junk it and I can wait for the repair. The store gm is involved now. It's the principal now. Buyers beware... the Geek squad is so superficial. Under the surface is incompetence, rude service center staff, undisguised lack of interest in customer service & they do not do what they say they will do. The stress of this is far worse than just paying for a repair.

Updated on 8/23/12016: I continue my nightmare with Best Buy Geek Squad. While the store GM got involved she blinked in a game of chicken with Geek Squad "service" center and now says I have to wait for my computer to be fixed but promised me her Geek manager is going over my computer as soon as it arrives. I was promised they had to replace if not back to me in 30 days. It's day 38 now but the damage on the frame was not fixed. And the Geek manager is off till Wednesday as is the GM. My husband raised cane but who knows when or if I get my computer back. I am deflated, depressed & disgusted. Consumers are not protected any longer. Don't believe anything they tell you at BB or Geek Squad.

They decided that the Best Buy counter whom I have dealt with on several occasions about my ** tv, was wrong about letting me exchange my tv. "Just call this number and give them this number. Blah blah" was a lie and that I can't exchange my tv. They should follow through with what they said. Now I'm stuck with this ** tv even longer. I've been back and forth in the store and over the phone too long. Why the hell am I paying for this warranty service? ** service best buy!

The tv has had problems from the beginning. Light leakage, freezing, shut off on its own, random pop ups about a network cable disconnecting (Changed cable. Didn't work). Repairman did all the updates and resets. It did nothing. We finally gave in and got comcast to use the Internet connection through the box. Since we couldn't rely on the smart tv functions to use Netflix, hulu whatever. Remote - awful design. Stopped working. On 3rd remote now. They can't have a repairman work on tv without functioning remote. Waited weeks for a new remote. It was never sent out. Back in store again. The list goes on. Samsung screw you too!

Finally, 8/11/17 gets here and the parts that they order DO NOT fixed my TV. now, they have to order more parts and they don't have an ETA for them. I asked them to issue a replacement and NOBODY wants to do the right thing. On top of that they are telling me that since the Tech just came to my house for the first time now is when the time counts and they have 30 days more to fix it. THIS IS NOT WHAT I EXPECTED FROM BEST BUY AT ALL. I DO NOT CALLED THIS A GREAT SERVICE.

This service was suppose to be simple and helpful, this is far from the case. If anything, for me personally, this feels like a complete scam. The service agents have been both rude and disrespectful to both my mother and myself, and I have spent over half an hour on hold every single time I have called the company. I am now at the point where I feel as though I shouldn't send my phone back, and go out and buy a new phone instead. I can't express how disappointed I am with Geek Squad, and will never pay for this service again. I will also tell everyone I know who either has Geek Squad to cancel, or never sign up and pay for this ever.

Original Review: Aug. 6, 2016

I have always been satisfied with the online techs at Geek Squad until tonight. I talked with three different agents only to be told I would have to take my computer to Best Buy. I've had service contracts with them for years and only once took my computer to Best Buy (which wasn't a wonderful experience, but the issue was resolved). I play an online game (an MMO) that updates new content to my computer automatically. The latest update tells me it's having trouble transferring data. After three days of trying everything suggested by the company that makes the game, I went online to the Geek Squad agents knowing everything would be fixed. Once I told them my game couldn't transfer data, the answer was the same; they don't fix game issues online. I know they do because they have done it before when a driver wasn't working that kept my game from functioning properly.

None of these agents seemed to care what the real issue was (and none of them asked questions to find out) and all of them seemed to just want me to be gone. Once they read the word "game" they sent a macro message that told me to take the computer to the shop. The issue isn't the game. It's my computer that won't receive data. They are in the computer fix business, right? So why did they not offer to at least take a look or ask questions online before telling me to take the computer to the shop? I'm extremely disappointed with a company I had learned to trust and respect. I referred several friends and gamers to them. After tonight, I will never do that again. I just hope they don't have the same bad experience.

After doing errands which took me right next to best buy I returned home to a message telling me the cable to the keyboard was stripped and I needed a new keyboard which they did not have in stock. They would have to send it out and it would be 2 to 3 weeks. I could purchase a USB keyboard and use it or I could buy a keyboard online and bring it into them to install free. Needless to say I was not a happy camper and since I was leaving in 2 days there was no way it was going to be ready for me to take with me.

Even though I had indicated I would be in to pick it up and buy a USB keyboard it was not operable when I arrived for my appointment to pick it up. Again it would not boot up and the guy I had talked to had conveniently left for the day. A young lady at the front counter tried to help me and sold me a USB keyboard which would not work. The guy had hooked back up the keyboard and they had to take it in the back to unhook it so the USB keyboard would work. I called the next day to complain and of course I couldn't find any way to complain.

I finally talked to a gentleman who offered me a $20.00 gift card. I again told my story that the computer was working fine when I took it in and if the keyboard was stripped it was done by a Geek Squad employee. He said they would have no reason to be inside the laptop. I am a 71 year old woman and would not even know where to begin to open a laptop and again since it was working when I took it in it had to be broken in their shop. I had a local computer repair shop order a keyboard and install. I was told it had to have been taken apart in order for the keyboard cable to be torn and they showed it to me. It was definitely done by a Geek Squad employee and I never do business with them again and will warn anyone who will listen not to do business with such a dishonest company.

Took tv back to Geek Squad, had to make an appointment. Geek Squad sent the tv out to repair center. Six weeks later get call saying ready for pickup and was told to make an appointment for pickup online for my convenience. Appointment made for 11:30 a.m. Saturday to pick up repaired tv. Arrived at 11:31 a.m. Handed service order for tv and waited thirty five minutes while two associates tried to find my tv. Finally found and associates smiled and said sorry. They didn't look too sorry. What a joke. Buy brand new tv that goes kaput and have to wait six weeks for repair.

So then yesterday, 27 days after I dropped off my computer, we got an automated call from Geek Squad saying they weren't going to be able to repair my computer so instead I should exchange it for a new computer. (For the record, my computer was only half a year old and functioned great aside from the shot battery.) I called to ask why they couldn't repair it and was told they weren't able to get a replacement battery. Why? Because it was out of stock. OK. Fair enough. But why should that constitute getting an entirely new laptop? The battery would eventually be back in stock, especially since it's a relatively new computer that's still being produced. I'll just figure it out myself when I get it back.

She kept pushing that I should do an exchange but I refused. Multiple times. After a little back-and-forth she conceded, saying "OK I'll mark it as needing a factory reset and then to be shipped back." ??? I told her "No, don't do a factory reset." She told me "But it could fix the problem." Um... what? I'm no expert but I'm very much aware that factory resets just wipe the computer and solve SOFTWARE problems. My issue was a HARDWARE problem. Eventually I talked her out of it and she said it'd be shipped out soon. Fingers crossed they don't either break it before then or do a factory reset.

My backup drive was about 100 GB short on space & I didn't want to pay them for a new one so I would lose a number of (non-essential) personal files if they reset it. Last time I used Geek Squad it took them 2 weeks to fix an issue that ultimately boiled down to re-installing the OS after a Win10 update corrupted some files so I knew they'd take a while but this just seems ridiculous...

I asked if they checked the CPU but they stated they considered the CPU and motherboard 1 piece and would not separately test the CPU. So since they confirmed the RAM, HD, PSU, and Graphics Card were all in working order; I figured although unlikely, the CPU had gone bad and purchased another CPU. After installing the new CPU, same exact issue. After further testing of my own by removing each component 1 by 1 out of the tower and removing all connections from the motherboard aside from the bare minimum, I discovered my USB port on my front panel was shorted which was causing the motherboard to fail POST and was the root of all my problems.

So Geek Squad's Diagnostic should be called a limited hardware check as they will not test your ports nor the CPU and of course will always recommend you purchase a new PC from them instead. So after hundreds of dollars for new components, I discovered by simply disconnecting the F_Panel USB ports from the motherboard, my motherboard would POST and successfully boot into Windows and everything worked like a charm again.

The agent was helpful and gave me a confirmation number for both accounts, saying that no further payments would be made as of that day. Five months later once I've erased the confirmation numbers off my calendar I'm checking my credit card activity and note that I'm still being charged for one of the plans. So I call the service desk and get the run around saying that they can't find the numbers or that the account is inactive and that they can only refund me $6. Not getting any satisfaction from the rep, I ask to speak to his supervisor. He comes back on saying that they will back date me the amount for the five months. It's ridiculous that they would make you go through this much effort to fix THEIR mistake. I would never use their service again and tell anyone buying anything from Best Buy to not waste their time or money on Geek Squad.

Furthermore, if they weren't going to actually send me a phone, how about call and let me know to look out for an $800 gift card in my inbox. The new agent I was talking to said that they would "escalate" this claim and I should have a gift card emailed to me in a day or two. On the second day, after not getting a gift card, I called back again. They swore it had been sent earlier in the day and I promised them that I did not have it. Upon further investigation, it had in fact not been sent. So, they said I could expect it at the end of the day on Friday. I was very upset at this point, knowing I wouldn't be getting it at the end of the day on Friday and have to sit through the weekend waiting (they do have an equally incompetent weekend shift but no supervisors apparently) and I asked to speak to a supervisor.

After being on hold for 20 minutes, the agent came back on the line and said her supervisor would have to call me back. I reminded her that they haven't ever called me when they said they would, but I said, "Fine, when can I expect the call?" She said the expectation is 1 to 2 days. I said, "For a phone call?!" She said "Yes, they are very busy calling other people back." I said, "Doesn't that tell you something when they constantly have to call people back because the issues can't be resolved in the first place?" The whole experience with this company was horrible and I will never do business with them again.

When they arrived they were reconditioned and still had the previous persons security details and were therefore unusable. When you call customer services, I am yet to speak to anyone that appears to care. If you ask to speak to someone at managerial level the answer is simply "no". They say "would you like to log a complaint?" Pointless. They do not call you back. I have logged several! They simply say this to get you off the line. Carphone warehouse should be ashamed of itself for being linked to such a sham of a company.

Well I wanted the camera for an upcoming trip so decided to try one more time only to find out the Geek Squad cancelled us even after my wife updated the account like they requested. The man on the phone tonight was cocky, insulting and didn't give two craps that we were wronged. We are going back to Sprint to buy our phones and I will spread the word to my friends what you can expect from this store... a good rip off.

They were clearly stalling so they wouldn't have to do anything come July 26th. Even though we have two letters they sent us saying July 26th they kept saying in their system, it says June so there's nothing they can do about it. So my husband then faxed both letters to them. He called them again the next day and again they said there's nothing they can do. He said "did you get the letters I faxed you that you sent to me?" And the woman said yes. Then she had the audacity to say the letters say June not July!!! My husband said "how is that possible when I'm looking at the letters I faxed you right now and it clearly says July?!" She said "I don't know sir, but there's nothing we can do."

After asking her who he can call to speak with that's above her, she said there's no possible way he could do that because their phones are set up to have only outgoing calls and no incoming calls! Which is most likely a lie too! Now my husband will not have a phone until our contract is up in October! We will NEVER use them for insurance again and I highly recommend no one else too, so that you can save yourself from everything SHADY that they will put you through. This company blatantly lies and purposely stalls so they don't have to do anything! I would love to see this crooked company go out of business!

I asked what he might do to help me and he proceeded to offer me options to purchase assistance at costs ranging for around $700 to $300. I became suspicious because I have spoken with Microsoft support in the past and there was no charge for the service. I told "Vincent" about my prior interaction with Microsoft but he insisted that I had to pay for service. I pressed him again about who he worked for and he finally admitted he worked for Geek Squad (that admission did not make me happy).

I told him I was not interested in purchasing at this time and his comment to me was "Thank you for wasting my time." I was insulted and got angry and told him in no uncertain terms what he could do with his "offer" and then I hung up. If he had been upfront with me from the beginning there would have been no wasted time as I would have thanked him and terminated the call. He was rude and should not be interacting with consumers if he cannot be honest. If this is how you operate as a company I will never do business with you and I will tell everyone I know the deceitful and dishonest way you do business.

If they can't figure it out, you either get to bring the CPU into the store (I am handicapped, so lifting it and carrying it into the store and then retrieving it is not a viable option), leave it and go home and wait, go back and pick it up and re-hook everything you unhooked. And, you don't know if they will charge you for it. The one year package you buy does NOT guarantee the product on all things. OR... You have someone come out to your house at a reduced rate of $49, additional charges may apply. Now, this is the product they sold you and said you were getting a good deal.

My problem apparently can't be fixed on the phone, so I can't afford the $49 for them to come and fix something that I paid for as being good. So, I deal with it. My problem disturbs my sleep. Be very careful when dealing with a package deal for a year... It is not for sissies. You have to be fairly savvy about computers and I am not... I don't believe this is for people like me, who can't say the problem in "puter language". Very dissatisfied with this whole deal... Wish there was a company that really offers great customer service for ALL people, savvy or not... And sells you a product that makes you feel like you did well.

Weeks later with ZERO updates I get the laptop shipped to my house. I'm excited as I need to get back in sync and get to work. Well, that wasn't going to happen as my monitor was still broken...rendering the laptop unusable... Great!!! I go directly to Geek Squad to find out what happened while it was in their control. The guy was unable to tell me as there were ZERO notes explaining what happened. So the guy took notes and I made sure he described the problem and also made note that I need to be updated as to what's happening with my laptop now. I didn't want a daily updates, but would like an idea as to what's happening, did they fix it and when I could get it back.

Well... today I got my laptop back. I did get updates, but when I opened the box the paperwork was nonexistent again!!! No description of repairs or any work that has been done to the laptop. I boot it up and there it is... Windows 10 staring me in the face!!! I did not ask for my operating system to be updated at all and these techs decided for me that my personal property would have a new operating system on it. Did I mention WITHOUT MY AUTHORIZATION??? I feel extremely violated and disappointed. I'm speechless. I can't express enough the lack of integrity and care that has happened. I feel violated and I'm not sure all of my equipment older printers etc will work now. I guess I'll find out the hard way as I have in recent history here.

I did call the Best Buy location where I dropped it off and the geek that answered the phone didn't seem to care whatsoever. He took partial notes and promised his manager would call later unless I wanted to call after 2. I reminded that I AM THE CUSTOMER and for him to call me. I'm so mad!!! I can't say it enough. I am the customer and the way I have not been taken care of upsets me to no end. I work in a service business and if my clients felt as if they weren't getting service from me I would be homeless as my business counts on it 100%. Perhaps Best Buy and The Geek Squad should take this approach as if you have no customer you have no business.

Upon calling Geek Squad, I was told the appointment shouldn't have been scheduled since it takes 24-48 hours to get the information to the third party, of course something the agent should have mentioned at the time of the initial setup of the appointment. Geek Squad now want to contact the 3rd party to see the status, so they get me on the line with them (since they wouldn't take my call). They tell me a message was left to them to change the service date (which I didn't do) but what gets me is that they never called me to confirm that.

I don't know the requirements to be a 3rd party to Geek Squad, but I'm sure it's lowest cost. Doing research, the 3rd party repair has a horrible reputation. In any case the resolution was to reschedule till Monday. That's a long time to wait for a refrigerator repair. Lesson learned, Geek Squad and their service associates offer an inferior level of service. I'll do more research using a "warranty add on service" like Geek Squad.

4. Agent: 24 hour replacement. Truth: there are 2 types of replacements: Express: Your credit card will have hold of $451 and when they receive old phone you will get it back. Regular: Send old phone first and then get new refurbished phone. Don't know how many days it will take. 5. Agent: You get temporary phone. Truth: You get nothing unless you pay. These people are there just to rip you with protection plans. Never buy Geek squad plan.

I called again in early June. Same scenario, it would take 5-7 days to force the renewal. I even gave them my updated credit card information. June 22 the renewal still was not done. I was told then that I would receive an email within 48 hours stating it had been renewed. Today is June 24 and the renewal still is not done. I have spoken with at least 10 different people, been cut off between transfers, and the renewal hasn't been processed yet!!! It is amazing that a company as large as Best Buy cannot seem to help a customer they have had since 2014. I will not use them ever again!!

Secondly, she has a year old laptop an HP and her screen went black. I called the Geek Squad again, they said "oh yes it's covered and you need to take it to the nearest Best Buy to fix it." My daughter called me to say that the Geek Squad said whatever the problem is was of course not covered and he then proceeded to give her three quotes as to the cost of repair. First $150, then $250 then $450 for a new screen. He just couldn't make up his mind and frankly did not give me confidence that he even knew what he was looking at. She packed it up and came home with it. It's easier to buy a new computer.

I will never recommend the Geek Squad or the Best Buy label to anyone. I had to get a new phone for my daughter as I believe you sent a refurbished Samsung 3 (like really) and it tanked after 4 months. Same issues. I am still paying the monthly Geek Squad fee 'til October but then I am done. She doesn't even have the phone anymore.

I went out to my car and something told me to check the laptop before I drove away. It was a good thing I did because when I opened it up I saw that the screen was cracked. Someone had dropped it and the fact that the tech did not attempt to open my laptop to show me that everything was working before I left indicated that he was well aware of the fact that the computer was dropped and damaged and just wanted me to go away. I took it back in and guess what, they had to send it out again.

Fast forward to yesterday, 6/19/2016, I purchased a Microsoft Surface Book on 12/26/2015 and I noticed I was having problems with the battery charging. I went online to see if anyone was having similar issues, but since I purchased the 2 year warranty for the Geek Squad service for $259.99, I figured I would take it in and have them take a look. I arrived at 11:05, with the Best Buy store opening at 11:00 on Sunday.

When I went to the Geek Squad counter I was the only one in line. I was asked if I had an appointment and when I said "no" the tech told me that they work on appointments. I looked around and saw that I was still the only one there. He did ask what the problem was and when I told him his first words were, it might have to be sent out. I told him they were not going to be sending out my computer. He proceeds to make an appointment for me for 11:45 that very same day, YES, that would be 40 minutes from the time I entered the store. I agreed and went and sat in my car for 40 minutes.

Problem #1: There was no one waiting to be helped at the Geek Squad counter, so there was no reason why I should have been made to come back 40 minutes later. Problem #2: When I returned for my 11:45 appointment there were 4 Geek Squad employees sitting behind the counter and the 3 that were not helping me were literally sitting there doing NOTHING! So there is no reason why I should have been asked to come back 40 minutes later when I was already there and no one was working. And when I say they were doing nothing, they were sitting there with their backs to the table of computers talking to each other, they were doing nothing.

Problem #3: I am having problems with my battery charging and 2 different techs checked to see if it was the power supply and both of the techs didn't even know where to plug the power supply into the device. If you are working with computers all day I think should at least know how to plug them in. Problem #4: The one tech that assisted me while the others were sitting around doing nothing just turned the device off and checked for updates. He even went over to the other Geek Squad employees who were just sitting around to get help because it was clear he had no idea what he was doing and when he did that 2 of the 3 dispersed because it was clear they didn't want to be bothered with doing any work.

Problem #5: When the problem was still occurring he said, "I don't know what is wrong with it, we are going to have to send it out." I said told them that under no circumstances will they be sending out my computer. The tech called for a manager to see if there was anything else that could be done and he told me that they have a protocol to follow and that once they trouble shoot it and can't figure out what is wrong with it they send it out to have the company work on it to see if it can be fixed and to see what their decision is about replacing it. Reminder, this device is not even 6 months old. I explained my past experiences with Best Buy and the Geek Squad and told them that they will NOT be sending out my computer. I was told I could contact Microsoft directly if I didn't want them to send out my device. At which point I took my device and left the store.

Problem#6: When I got home I googled the problem some more and found a page that suggested uninstalling the battery drivers and installing updates to try to resolve the problem. I did this, but the problem still persisted. My point to this is that I was able to figure out and troubleshoot more than the Geek Squad techs. They didn't even attempt to do this step. I eventually did contact Microsoft and the 2 reps I talked to were every helpful. I told them the situation and the things that I have tried. They suggested restoring the device as a last resort, which I did and the problem is still occurring. With that they are sending me a replacement device. Problem #7: If I allowed the Geek Squad to send out my computer it would have taken 2-4 weeks to get it back, at least. With bypassing them and dealing directly with Microsoft I am getting a replacement in 5-7 days.

It is very upsetting to know that I paid $259.99 to be told, "I don't know what is wrong, we have to send it out." and that they are getting paid to do this. It is also very upsetting that these techs are sitting around to doing nothing and that customers are being turned away and asked to return 40 minutes later, when no one else was there and there still wasn't anyone there when I returned.

After all of my encounters with Best Buy and the Geek Squad I can say that I will never shop there again and I will never use their services again. It is a scam just to get your money because no one knows what they are doing, they just play around with your device for a little while and say, "Oh I don't know what is wrong. We have to send it out." And everyone there is very unprofessional, sitting around not working out in the open where customers can see them and dispersing when someone comes looking for assistance. I hope this review saves other customers time and money. I suggest that you get warranty directly from the manufacturer and deal with them directly and STAY AWAY FROM THE GEEK SQUAD.

Next day I went to Best Buy store to get this repaired. The "Geek" instantly got me up to speed about the 200$ deductible to get the phone replaced. I said, "I don't want my phone to be replaced but just the screen, just like any phone screen fix". To this, I heard the most bizarre explanation any (geek) one can give - that Samsung doesn't allow Geek Squad to open their phone and replacing the phone is the only option. I asked, "Why wasn't I informed about this when I got the plan"? For which he could only throw me a 'SORRY'. I had to pay that amount to order for a replacement phone. I really thought Best Buy is one of the very few companies which puts effort for customer satisfaction. I guess I am terribly wrong looking at the complaints (NOW) about 'Geek Squad'.

I kindly urge the Best Buy management to make sure their Sales people don't just sell these plans without at least letting the customers know about the important things on the fine print. I would never have purchased the plan had I known that there is a $200 deductible. It utterly doesn't make any sense. And to Geek Squad - please make efforts to get approval from Samsung to repair/replace the screens. It would cost me 250$ to fix the screen outside. It costed me $200 + $300 (stupid protection plan).

The next representative did not bring this up and when I finally did said she had seen the notes on my file but it was not going to happen unless my phone had no refurbished stock. I am now waiting for my "new" refurbished phone to arrive with a phone that does not turn on for more than fifteen minutes. At no point during my four interactions with the Geek Squad staff did I feel like anyone was actively trying to fix my issue or give me any more information. They were a very "script-based" help service, frequently pushing blame onto the warranty company "Encore" and quoting policy. Would NOT recommend. The money spent on the warranty could be better spent buying a local refurbished phone or having your phone repaired locally.

Of course, the next day I received the wrong mobile device. I immediately called the service to figure out what I needed to do to complete an exchange. During the call, I asked to speak to a manager concerning my frustration with the service I had been provided. I waited on hold for 10-15 minutes before the call was dropped (with no return call).

I called back, repeated the process of providing ALL of my information again, allowing for another agent to attempt to process a claim to have my device expedited. It yielded the same response, the request to return the Samsung Galaxy 6 before a new claim could be processed. I, again, asked to speak to a manager to see if there were other means by which my transaction might be expedited. The manager with whom I spoke was rude, very brief in her response and made statements that I felt were condescending in nature, as if I was in error. Although she offered some unspecific concession that would be left in the notes for my next transaction, her customer service was HORRIBLE.

While I will maintain the service, because it is necessary with the expensive and essential mobile devices that I have purchased, I was extremely upset with the process in which I participated. To date, I am waiting for the Samsung Galaxy 6 to arrive at its destination before I can process another claim to receive the correct device. I hope the next one goes a lot more smoothly than this. I am currently using an older, outdated device and I did not sign up for the service for that to be the case for such a duration.

The Geek Squad warranty claims to cover Accidental Damage, Complete Coverage, Geek Squad Support, Battery Coverage, Computer Backup Software, Accessory Coverage, Trade in Premium and Monthly payments which I was making. When I went in to ask about this the support worker told me there was a fine print which there was and it was in very small writing saying that it would cost 50-100$ for an accidental claim, but our main issue was not the screen which was broken it was the technical issues, I told them this and apparently you must still pay the 100$ accidental fee if the phone has a broken screen. The phone that you send in will be refurbished and the "new" phone you receive will just simply be a refurbished phone that someone else has sent in, and was refurbished. This is absolutely deceiving.

I would absolutely not recommend this type of service to anyone. It would be much cheaper to fix the screen on your own or at a "fix my pod" type of place because paying 30$ a month on top of a 100$ accidental claim fee every time it may break is horrible, and the worst part is that the phone you receive will be refurbished and the original phone you sent in will be refurbished to be sent out to another unfortunate soul who thought it was an actual complete coverage plan. I was not aware of this accidental fee and was not informed about it on the day I purchased the warranty & cell phones. The person who I spoke with was Stewart and his company ID was **, he even admitted to this and I have the recording of the call as well. Thank you but NO thank you Geek Squad/Best Buy!! I have multiple friends on this plan and I will most definitely warn them about this horrible plan!

At this point, you would think this would be a simple matter of just providing me the correct, updated Trend Micro subscription code, however, I was provided the following two options: Wait 5 - 7 business days for us to send you a new code. (The risk here is no Antivirus for 1 week, so really would not be able to use my laptop, securely online); Pay for a new subscription. I was "floored" by the lack of ownership and customer service after Geek Squad recognized a failure in their process, to keep up with product returns and exchanges...to tell their customer...who is already inconvenienced by their initial process gap...to wait 1 week for us to get a new code...OR...pay for a new one!!! Unbelievable!

I would replace this agent for representing my brand if she worked for me. And replace her leadership for allowing such poor customer service and lack of ownership, practices. But since I'm not empowered to do either of these, I'll settle for: Never shopping with Best Buy, Geek Squad, and Trend Micro. Sharing this experience with as many people as possible that it impacts their business, with hopes that these business feel the pain of their customers, when treated unfairly.

I attempted to use the chat feature to get an explanation but was advised by an agent that they do not assist with billing issues, although I stated I had not been billed. I called and was told that the service fee is actually a deductible to replace the phone. Best Buy and geek squad agents are intentionally lying to their customers in order to drive up their enlistment in their protection plan instead of customers using their carriers plan. This is not unethical as well as illegal and something should be done immediately to stop it from continuing to occur. I have read the reviews and this is a common practice for Best Buy and they should be made to refund the monies paid towards the protection plan.

She agreed to pay $100 to get Windows 8.1 restored on her computer with no data loss. Later that night, she got a call saying her computer was ready, but "since Windows was pre-installed on your computer when you bought it, there was no product key. So we couldn't put Windows 8.1 on it and had to put Windows 10 on." Which is not only not true since OEM versions of Windows have product keys, but they STILL could have put Windows 8 on it. (My guess is they get a kickback from Microsoft who desperately wants people on their spyware operating system.)

They never called her to authorize that change of service and she WOULDN'T have authorized it because by then, I had already told her that if she could back out, she should. When she complained while picking up the computer, they again told her the lie about only leasing Windows and refused to lower the $100 bill, saying "When you get your oil changed in a garage, you have to pay what they tell you too, right?" Sure but they don't repeatedly lie to you, and then put vegetable oil in your car when you asked for motor oil.

To make matters even worse, when I e-mailed Best Buy to complain, they decided that my complaint e-mail was the same as me opting in to their spam, because a few hours later, I got a "Thank you for signing up for our newsletter" e-mail. This is actually illegal. The type of things scammers do. Not supposedly legitimate businesses.

We call Geek Squad to get the "number" we need to just exchange it and they tell us that we can't exchange the TV. We have to let them replace the screen and try to fix it first. The problem with this is that Samsung no longer makes our exact TV. They no longer make a Samsung 3D curved TV. The store had one left in stock in the back and they were nice enough to hold it for us but will no longer be able to do so because we have to have someone come and replace the screen on the TV. It's a light problem and not one they can fix. We didn't pay $4,000 for a TV plus the Geek Squad protection to have it repaired in less than a year instead of replaced. Fail Geek Squad! Never again! Will tell every person I know never to pay you!

4. Upon asking about the keyboard and pen, they just told me they would set them aside for me and give them back with the device. I was fine with this, since I didn't need to be carrying around peripherals for a device I didn't have.

What actually happened, they sent the device to Microsoft without taking any of my data, including photos of my children which we had no other copies of and important business records. They gave me a refurbished unit from Best Buy. They just gave me the device and said they didn't have any of my data. They informed me that the device was "shipped to Microsoft" with the pen, keyboard, and case attached and they were unable to retrieve them.

They told me that they would give me a new keyboard at least (pen? what pen?), but couldn't give me one from the store. They would have to file a claim and ship me one. That shipment never came. My repeated attempts to call them since this happened have all resulted in 30 minutes to an hour of hold time, reaching a person who listened to me ask politely about the issue, them saying "Let me look into that for you" and being on hold another ~30 minutes before being disconnected. Going in store repeatedly and attempting to speak with them about it I was informed at first that the keyboard was still on its way, then that the manager wasn't there right now and I needed to speak with him. I left my contact info. I never received a callback.

To sum it up, it sounded like only a fool would not purchase the insurance. Perhaps if the insurance provided a handbook or leaflet clearly describing the policy in detail at the time of purchase, a consumer would be aware exactly how the policy works. However, the consumer is not given anything other than a long receipt from best buy indicating the purchase of the computer and the protection plan. It lists a website for further details. The website information is on the receipt which is given after you have paid for your purchase. Not allowing a consumer to properly understand the details or as they say "the fine print". This is incredibly misleading and in my opinion, fraudulent. This is why.

About 3 months after receiving the computer I accidentally partially leaned on about an inch of the closed laptop around the lower center area. The screen immediately cracked upwards resembling a half sun with rays outward. It powered on and functioned perfectly fine. The cracked screen was the only damage incurred. Thank goodness for the insurance policy, I thought. So I grabbed my receipts and laptop and took them into best buy in salinas, ca where they were originally purchased from. I waited in line for a little over a half hour with 2 people ahead of me. Finally I was helped by a very courteous employee (I dont know if it is ok to mention names so I decided not to post his name just in case). I dropped it off 3/18/2016 and was told I would more than likely have it back in around 2 weeks.

I was also told I would receive updates by email and I would be able to track the status online. The last update by email I received was on 3/25/2016. Two more weeks went by and I was not contacted at all nor were any updates available online. I checked the status and nothing either. Finally, I called the number on the receipt. They said I had to call the store because they could not help me. So I called the store in salinas. They explained they had attempted to reach me and I asked in what way because no one had contacted me. They had two wrong phone numbers nowhere near the correct phone numbers but they did have the correct email. Why I was not emailed, they could not explain.

Moving on, I was told the laptop was damaged to the extent the insurance did not think was worth fixing due to labor costs and extensive damage. For a cracked screen??? But they said, "No prob, we will give you an exact replacement when you come in". 4/16/2016 I am at best buy where they tell me they no longer have the same computer available so here is a store credit in the amount of the cost of the computer and taxes only. Then they tell me the 2 yr insurance is now void because the damage was caused by me. In other words, it cost $159.99 and over a month to get my laptop replaced. A replacement laptop without any insurance. This wasn't explained at the time of purchase. They didnt state the policy would be null depending on the cause of damage. That is not listed on the receipt either. Probably because many people would decide not buy it knowing if they knew.

You think you are getting covered for two years but you wont be because they also fail to tell you the insurance cannot be transferred to the replacement laptop. How convenient for them. That means a consumer has to buy a whole other insurance from them. Considering the only damage was a cracked screen, I would've taken the screen to get repaired elsewhere and paid out of pocket. They wouldnt fix it because this way they cancel my policy and I now have to buy another one with the replacement. Misleading and fraudulent and worthy of an investigation to make the details available to the consumer before purchase.

I found a computer similar to the one I was given and quoted $70 for one year of insurance. Feeling ripped off and scammed I asked to speak with the manager hoping I could get the insurance transferred to the replacement or receive a discount on new insurance. Polite as the manager was, he explained nothing could be done. I thanked the young lady who helped me choose the replacement and told her I was not happy and preferred not to buy anything from best buy ever again. I guess the manager thought losing a long time customer was better than transferring my insurance or discounting half what had been paid for already for the new insurance for one year =$70. Seeing as how the laptop was originally paid for with a credit card I believe the credit should've been given back to that credit card and not given to me in a best buy store credit. I do not want to buy anything from them at all.

It is now late may and I have no computer to speak of. I think I will sell the store credit to someone at a discounted price so I can buy a computer from a different store. My suggestion to anyone buying a computer at best buy - simple - dont. Dont buy it at best buy and dont buy the Geek Squad protection unless you read the entire plan first in which case you have to ask them for the url or look it up yourself prior to your purchase. I think this is worth further investigation and hopefully a change into what I believe is a misleading and fraudulent scam by best buy and the Geek Squad protection insurance. I was never looking for any freebies, all I wanted was what was fair and paid for. Very upsetting. Ruined my gift.

With Sprint insurance there is never a deductible unless there's structural damage to the phone. Best Buy please stop trying to sell Thief Squad to Sprint customers who have Sprint insurance. I had 4 phones with your protection plan and I cancelled, as a result the rest of my family will also cancel. Word of mouth is still to this day the greatest advertisement. My co-workers will know of my bad experience. My phone had internal software issue and no structural damage whatsoever. You could've easily done an in-store swap like Sprint would've done. Shame on you.

I attempted to have this rectified through the manager, Jason, who was very ignorant and condescending and did nothing to help me. I have since learned that there are two other locations on the Samsung phone to check for water damage, which was not done by the geek at Best Buy. Due to being hoodwinked and treated with complete disrespect, I have cancelled my warranty (which you are stuck with for 24 months) and gone to another cell phone provider. Beware of Best Buy and their warranty scam.

She said that it should show up by the end of that business day. On Thursday afternoon I had still not received any communications or email in regard to my claim or the gift card so I phoned in again and informed the department that I had not received the email. This time an agent Tess. She was not helpful and even hung up on me when I insisted that I speak to a supervisor. I called again shortly after and spoke with Tess again and she insisted that I would receive the email and that it would be there by the following day. I waited until Friday afternoon with still no email. I called again and spoke with agent Tess again and she told me that they have 5 business days to process the claim and that the email had been sent and that I should check my email and spam folder.

I had checked it at that time as well as every 6 hours previously and I was very frustrated as I felt that this email was never coming. I asked for her to confirm my email address so she read it back to me and then I asked if she would send me a test email and she informed me that was against their policy. So a 10 days later and still no phone or gift card. Complete and utterly useless... scammers. I have reported them to the division of insurance of Utah to have them investigated. Beware and stay away. Best Buy has gone down the tubes with customer service and now appears to be fraudulent.

I AM EXTREMELY ANGRY THAT THEY CLAIMED THIS! I have never opened nor do I even know how to open an iPhone but these people are "Geek Squad" are stating that I have modified or opened the phone and for that reason they will not replace or repair my phone. I honestly cannot believe they would lie to save them from repairing a phone that is under warranty. If I ever come across Geek Squad for repairs or for insurance purposes I am honestly going to walk the other way.

I'm not calling this company a scam but their employees lie when checking phone and it's honestly shocking they hire people like this. And because of all this I need to wait another week in order to get an appointment with Apple to PROVE that I have never opened or modified my phone. It just annoys me that the person that lied is going to get away with this. Who knows how many people he has done this to?

I was originally told there was a $50 deductible and now it's all of a sudden $150 and I would have to give up my phone for 3 days. Even after agreeing that I was given misinformation Geek Squad would not refund any of my purchase, even though I never once used the plan. They wouldn't even send a confirmation email that I cancelled my plan. The lady said "We have no way to email you that information." Umm YOU ARE GEEK SQUAD, figure it out genius! By all means buy insurance for your phone, but I highly suggest not going through Geek Squad.

As I informed them of the process that Geek Squad sending me to the store to get the issue resolved and the amount of time I had spent getting this issue handled, the store manager and sales reps were worthless. They treated me horribly and were very condescending. As a female, I find it amazing how males are treated so differently in a Best Buy store compared to females. The issue was not resolved and I'm still going rounds with LG, Geek Squad and Best Buy. We own numerous rental properties and have purchased LG appliances for all of them. Based upon the experience I have had with Best Buy, Geek Squad and now LG, I would not spend money with them again. It is ludicrous to treat a customer so poorly.

Today, I checked my bank statement and now have an additional charge. I called Geek Squad AGAIN and was told that now I'm being charged for my husband's protection plan even though I was never charged for it before! They refused to refund me. I canceled his protection plan as well. They were constantly contradicting their stories. They claimed they couldn't see this new charge to my acct. on their end but later in the conversation they said the charge was for my husband's phone. At the beginning of the call, they said I only canceled two phones, then middle of the call, stated I canceled three phones two weeks ago, then later said I didn't cancel other phones but my own. I'm so frustrated! I feel like I got set up for a SCAM. Do yourself a favor and DON'T BUY THIS PLAN AND GET SCAMMED. I never leave comments about products, but this by far has me livid and I don't want this to happen to anyone else.

ONE MONTH later, I received an email that my headphones were ready. When I got to the store, the headphones looked the exact same - nothing had been done to them. There was a note in the box that said, "no receipt of purchase". The good ole Geek Squad had neglected to include my receipt when they shipped the headphones to Apple and no work had been done. The poor teenager Geek Squad member was kind enough to get the headphones shipped back, with the receipt and was very apologetic. Even offered to send them "overnight" to expedite our ADDITIONAL wait time.

4 weeks into the second ordeal, I called the manager at the store I had left them with and asked for an explanation because I still had not received the headphones and no update was even available online. I was offered a new pair of BEATS, as soon as they could get the original ones back from Apple. ANOTHER 5 weeks later I have just received my headphones. The original ones, and I am not even going to ask about a new pair. If I ever have to deal with the Geek Squad or Best Buy again, it will be too soon. What a cluster.