Geek Squad Reviews

I went to BestBuy and they refused, they had me call the Geek Squad hotline where I was also turned down to renew. PEOPLE we are talking a matter of 5 days lapse here... NOT 5 months, NOT 5 years, simply 5 days. My Husband and I spend A LOT of money at Best Buy and also on warranties thru Geek Squad. Needless to say, I won't be shopping there again. EVER! STAY AWAY PEOPLE, THEY DON'T BACK THEIR PRODUCT AND THE DON'T BACK THEIR CUSTOMERS! At the very least, keep your protections plans current if you do want to shop with them.

Today, my boyfriend cracked part of his screen. Thinking we were fully covered, we called up Best Buy to get our free repair. The Geek Squad representative told us that our plan only covers PART of a replacement, and that even though the phone still works perfectly well we still would have to pay $200 to get it replaced. We were NEVER told that only partial coverage was what we were paying every month for. He lied right to our faces and tricked us just to get another person to sign up. I would never recommend Geek Squad protection plans to anyone, because it's just a scam to get your money.

He got confrontational about my pushback on expensive services that I didn't need. After I had already filled out the paperwork and gave him all the info he requested, to get rid of me, he said they couldn't work on the iMac because they didn't have the necessary tool to open the machine. "Sorry"... and then he turned his attention to another customer even though I was still talking to him. This was my first experience with the Geek Squad and certainly my last. How unprofessional, unaccommodating and downright dishonest! My message to the Geek Squad: Stop pushing unnecessary services to customers, and get the right screw driver so you can work on iMacs, which Best Buy sells!

Right off the bat they were the most rude people in the world. I noticed that two guys were helping someone else at the counter so I waited patiently in line. I waited for over 30 minutes but I'm usually very patient with people so I didn't complain. Suddenly I hear one of the guys from the counter raise his voice and he says "HEY YOU, LADY! Are you here for the Geek Squad?". I feel like I should point out that I was in the Geek Squad waiting area and that was the only department around. What else would I be waiting for?

So I go up to the counter and the man says "How can I help you?" So I tell him that I just need my keyboard replaced. He tells me that they can only put replacement parts in if I got the part at the store. The keyboard I got only costed me like $20 so I ask him how much that keyboard will cost me if I get it at the store. And he tells me that it ranges between 90-200 depending on the keyboard. And that doesn't include the price to have it installed. So I ask how much it would be and he doesn't even tell me. I asked 3 times. All and all, it didn't even matter because they didn't carry the right keyboard.

So I went home and did it myself. I'm a computer engineering major at the end of my sophomore year so it's not like I didn't know what I was doing. I replaced it and put it all together but my computer wasn't working. Like I said, I know a thing or two about computers but I didn't have the time to investigate what was wrong with it. So I did an online chat with the Geek Squad and basically, before I had given him any information except for my name and the model number on my laptop, he said "That issue could be a number of things, I suggest you take it into the Geek Squad at your local Best Buy." BEFORE I told him what was wrong with it!

So I kept trying. I told him the problem, and asked him if he thought it was a hardware or software problem, etc. He kept repeating the same thing verbatim. So I closed that chat and called the 800 number. They were a bit nicer, but failed to answer a single question. So I went back to the store and asked for their help. They didn't look at the computer, they didn't ask me questions. Basically they decided I must have dropped liquid on it. As if I wouldn't know if I had or not. I kept trying to speak to him and he said "One minute" disappeared into the back and another guy came out. He told me that they could ship it to HP and check if it was a hardware problem or they could sell me a software virus protection.

Again this has nothing to do with what I was in there about. The man said, and I quote "You don't know what you're talking about, listen to me" and I was trying so hard to be polite throughout all of this. And he basically said, "it could be a number of things", as if I didn't already know that. All I wanted was for him to take look at it and tell me what it was. If I wanted to ship it to HP, I could do that myself. If I wanted virus protection, I can do that myself. I told him that I don't have 4-8 weeks to wait for HP. He said "That's not my problem."

What kind of customer service is that?! At the end he said to take it to the IT department at my school because he won't look at it. Afterwards, he says I owe him $35 for that "consultation". Needless to say, there was no way I was going to pay that, and I didn't. Every piece of information he gave me was what I just typed above. NOTHING else. So a couple of days later, I had some free time and I looked through it and fixed it. The only problem was that the keyboard was expecting the computer to be a different OS because I updated to Win 10. No big deal at all.

From what I read online, it's something that you have to do every time you replace a hardware on a computer running Win 10 that was originally a previous OS. If the Geek Squad really didn't know that, they shouldn't be in business. I believe they did know it but just didn't want to help. Never going back. I'd rather wait 4-6 weeks than go through that again. The worst part is that the manager cared about his job even less than the employees.

I said "So basically you are telling me there is nothing you can do???" He said yes!!! I asked for the manager. He came over and he got it to work at their location. They said it was fixed. I took it home and the same issue happened. It would not print. So I called AT&T and troubleshot with them for a few hours and they couldn't figure it out either, but meanwhile she changed my network password to an "EASIER" one to remember. This meant all smart products had to be changed as well--Another hour and half.

Finally I called HP and troubleshot with them and after one and a half hours, she fixed it. It was a driver and obviously not an unusual problem for printers. My question is why didn't five different Geek Squad agents know about a common issue like this??? Because they lack the training they need?? Good for the little basics like tune up - virus issues etc., but I can see I can't trust them like I thought I could for problems. In fact in the future I will try with everyone else first and lastly call Geek Squad. Better yet, I will find another source.

I spent at least another 20 minutes explaining to them that I needed my items replaced. They did agree to send me the controller but told me I needed to go back to the store to get the mic repaired. I told them the agent at the store had already told me to call the 800 number for them to send me the items. She told me that such information was wrong, that I needed to go back to the store and if the agent there did not know the program to tell them to call the 800 number for them to explain it to him. I went back to the store on Sunday, April 17,2016.

Once there, the agent kept me waiting for at least 20 minutes to come back and tell me the mic was not covered. I told him what the representative had told me, for him to call them and another agent came to basically tell me not to bother them anymore because my item was not covered. I tried to talk to him also and tell him about the 800 number information I had been given and he just rudely walked away. Needless to say, they did not even attempt to call the number.

After spending 45 minutes there I left the store and called the 800 number again to complain. They called the store for me and got the manager or supervisor on the line. He told me he was going to investigate and get back to me. He called me almost three hours later to ask me if the mic was bought with the console. I told them that yes, that it came as part of the system, along with console and controller, all in the same box, and that I was explained at the moment of purchase that everything in the system was covered under the protection plan.

He said that they did not have a replacement one nor could they repair it, but that I could return the entire system to get a new one because the protection plan will cover that. I feel that is wrong. I was being honest telling them what did not work from the system. Why will I return the entire system if only 2 parts are malfunctioning? I feel they do not want to fulfill the protection they offered.

They did not at any point even look at the mic to attempt to see what is wrong with it. Instead, they treated me as if I was bothering them. But they did not seem bothered when I paid for the protection plan. The bottom-line here is I would not recommend to buy a gaming console protection plan or go try to get any service at Geek Squad. They are rude, not customer service-oriented at all and apparently not even knowledgeable. The store I went to was the Miami Kendall one at 12495 SW 88th St in Miami.

On Saturday, April 9th, 2016, I received an email informing me that my laptop was repaired and ready for pickup. When I dropped the laptop off, I was told that the laptop would be returned to me exactly the way I dropped it off. When I got there, all of my desktop icons were placed into a folder on the desktop. I'm fine with that, but the background image was gone. My point is that they're telling me one thing and providing something else. That pretty much sums up my experience with this Geek Squad, but that was just the beginning. When I opened my home inspection software while still at the store to ensure that everything was still there, I found that all of my home inspection reports and realtor contacts that took me thousands of hours over the last four years to accumulate had been erased.

When the young woman that typically works at the front counter realized that she couldn't help me, she requested the help of one of the techs. After a few minutes, the tech asked me to have a seat and stated that he would be about fifteen minutes. At about 45 minutes, another tech (white shirt) asked if he could help me. I asked him to check on my laptop for me. He asked my name and went to the back where they work on the computers. He never did address me again even though walking by me more than once and purchased a drink at the register in front of me. After more than an hour, I walked to the front desk and asked for a manager, then went back to where I was previously sitting in the Geek Squad waiting area.

After another 10-15 minutes, a manager approached me, asked what was wrong. I informed him of what was going on, and he left for that same back area where people disappear to. After another 10 minutes or so, he returned to tell me that they were trying to retrieve the data that they had erased from the hard drive (Home Inspector Pro data). They said that it would take awhile and that I would have to come back again after it was done. Lucas told me that he thought that they would be able to retrieve it because there didn't seem to be any problems with the hard drive. I live 45 minutes away from the store so, to this point, making two round trips (three hours) not to mention all of the wait time, and now they're saying that I'm going to have to come back to pick up (another two hours) after they said it was ready. This is ridiculous!

On Sunday, April 10th, 2016, I called several times throughout the day usually about two hours apart to check on the status. Every time I was told that it was still working. It would seem that there were instructions that if I called that I would need to talk to Lucas. On Monday, April 11th, 2016, I called at approximately 10:20 am and was told that Lucas was busy and would call me back in about five minutes.

After two and a half hours, not getting my call returned, I called and asked to speak with a manager. I eventually spoke with Jake and told him what was going on. He placed me on hold while he spoke with the Geek Squad. Upon returning to the call, he informed me that they could replace my hard drive so that I could use my laptop while they send my hard drive somewhere to do a level two retrieval that would take anywhere from four to eight weeks and cost me more money. He also informed me that there was no guarantee that that would work. I informed Jake that I would not be spending not one more penny with them. I was informed that there was nothing more that they could do for at that point. I asked to speak to the actual store manager and I was informed that the store manager was not there.

I then called customer relations, was on hold for awhile, and eventually spoke with a rep to yet again explain what was happening. I was place on an extended hold again while he called the store only to be told again what was previously offered. I explained that my next step was to file a complaint with the Better Business Bureau and the State Attorney General. Depending on that outcome, I am considering legal action. Before getting off of that call, I asked for the customer relations person's name and he disconnected the call.

Basically, they're saying that it's my fault that I didn't inform them of this information within the Home Inspector Pro software. My response to this was that was the reason that I brought the laptop to them in the first place... because they were the professionals and that I thought that they knew what they were doing and that rather than the responsibility being on me (the customer) to inform them of all of the pertinent information needed, perhaps they should have asked the necessary questions needed to do a professional job. Again, that's why I trusted Geek Squad with the laptop that I use for my livelihood.

I use the laptop for a couple of businesses that I have... One of them being a home inspection business. I performed a home inspection on Thursday, April 7th, 2016. I told the client (prospective buyer of the home) that my laptop was in the shop getting repaired and may not be able to get the inspection report until the following Monday, April 11th, 2016. Fortunately, the client was fine with this. Typically, a home inspection report is completed and submitted to the client either that same day or next day. Because I'm unable to provide the report as I promised by Monday which is four days later, I'm returning the inspection fee of $350 to the client even though I am still going to do the report as soon as I get the laptop back. I'm doing this because it's good business. I cannot treat my customers like Best Buy/Geek Squad treats their customers and expect to stay in business for very long.

I've been going through this ** for 4 months and just about $120 charged to me after the service was apparently cancelled the first time. In two years we paid $705 + so far $120, $825 for a waste of time service that does nothing for you but rips you off over and over. Truly disappointed and disgusted with this pathetic company!!

I have called the supervisor for the Geek Squad and the Corporate office with no satisfaction as of yet. Today is 4/6/2016 and still waiting to hear from this company. Next step is the Better Business Bureau and Jesse Jones from my local Kiro 7 News Station. There has to be someone out there to help me get this fixed or replaced. Do not buy from Best Buy! It will give you nothing but a headache!

A few weeks ago the HP started to act up. The ports weren't working properly and the lights that indicate the sound is turned off and I am connected wirelessly would not turn off. They would simply go from white to orange. I would have to do a hard shut down. I took it to the store and was mocked by a Geek Squad member as he turned it on and shut it off. However, it had only been on for a matter of seconds and he didn't allow it to load. I went back a few days later and they kept it that time. When I called to check on it I was told it was sent off to Vancouver.

Yesterday I received half a voice mail. The recording started before my voice mail message was finished. I called the store and was told they rolled the computer back to Windows 8 and should leave it there. HELLO! My book was written on Windows 10 as are other projects. The area supervisor was given 2 different messages to call me by people in other offices. He has not called once.

When I had the issues with the store manager I was given a $50 gift card by him. Both items broke. I returned one to the store, a speaker. The other I just threw out as I was in the middle of moving and did not have the time or the energy to get into another argument with the staff. On Saturday I am bringing a friend with me when I go to the store. I want my money back, not a useless computer. As I have a disability I have been stressed beyond my ability to maintain control. My friend will do the negotiating on my behalf. I am also concerned that the Windows program that I have will not be reusable. I would like a refund for that as well so I can purchase an up to date program when I go to another store. I bought Windows 8 and for a limited time one could upgrade to Windows 10 for free. That time has passed. I have spent countless hours dealing with this matters over the last several months.

And I am expected to be satisfied with a computer that will only sustain a Windows 8. The Geek Squad staff, both in person and online have been extremely unhelpful, some crossing the line to where I felt like I was being mocked when I returned the HP to the store for the first time. And by the manager who has been ordered to stay away from me he was so rude.

I couldn't afford this computer to begin with as I am on a disability pension. However, it is rather difficult to be a writer in this day and age using a pen and paper. As well, due to physical issues there are days when my body will not allow me to leave the house. My computer allows me to hold onto my sanity. Best Buy has cost me some of that. One last thing. When I gave the store my password I gave it correctly. The letters are all in low caps except for one. It is a capital W that is in the middle. I received a phone call on the 21st from an arrogant young man who informed me that I gave no password. When I rhymed it off to him his response was "oh" when I stated that the W was in caps. No apology was offered on his behalf.

I am thoroughly disgusted with this whole process. Between the poor service, the poor products and the poor solution to my issue I am worn out. I shall be showing up at the store on Saturday with my friend. He will do the talking so that I don't lose my temper again (who wouldn't?). I expect a refund for my computer as well as for my Microsoft Office that is no longer valid.

Then the staff will be rid of me permanently. One last issue. I was given a loaner as per the contract agreement. When I got it home all I had access to was the internet. I called and was told to go back to the store in order to have Office installed. They actually expected me to bring my own which has already been moved 3 times and is 2008. Finally they installed the proper program.

Went back to Best Buy and they know nothing about it. Two trips I didn't made to Best Buy's trying to straighten out this power cord so I asked to speak to the manager of the store. They didn't even come by and talk to me - he sent his other boy there to tell me that I could buy one half price but is under warranty. Why should I buy one but that just disturbs me because the manager had no decency to come and talk to me. I will never ever put my foot back in a Best Buy store again. I look at all the complaints that they have in the reviews.

Geek Squad called and left a message Tuesday that they could not come Friday and had booked me for Saturday afternoon. They left a number to call if this was not a good time. I had other plans for that afternoon so I called the number to change the appointment to morning. After 15 minutes on hold I reached a representative who was unable to help and after keeping me on hold further transferred me to a 2nd representative who, after another 10 minutes on hold told me that he was with the "Home theater group" and could not help me. He transferred me to a third person and after another 20 minutes told my daughter (who had taken over from me at this point) that she could not change the appointment "but dispatch can". But "Dispatch doesn't pick up". She offered to call the tech and could not reach him either. She then told us that if we were not available for the appointment WHICH WE DID NOT MAKE we would be billed a "no show" charge.

At this point we had been on the phone with Geek Squad for OVER 2 HOURS!!! So I told her to just cancel the appointment. Do not call back and leave messages (because it takes too long to get back in touch with them) and if they want to call me have a supervisor call because it is obviously a waste of time to deal with the poorly trained and inept schedulers. I am furious that I wasted an evening that should have been spent with my family and achieved nothing. I will hire a local "real person" to fix the televisions. My advice - do not get involved in a fruitless time swap. Hire a "small business" technician who actually cares about his customer service.

If I knew what the problem was to begin with, I wouldn't have called them in the first place... So long story short they had to order the right part and now I have to wait for that part to come in and wait for a Geek Squad emp to come fix my TV. So I'm waiting almost a month to get my TV fixed because Geek Squad decided to do their job completely backwards. I don't recommend them if you're wanting a quick fix!!!

I called to cancel my plan a year early, and asked for a refund for the last 1/3 of my plan. They said they'd be happy to cancel my plan, but no refund. I was told if I'd wanted a refund, I would have needed to do that "within 30 days of buying the contract". FRAUD. They continue to promote their "24/7 support" and "online chat with agents" but you NEVER actually get what you're paying for. A shame. They used to be awesome. Now they SUCK.

At 2:30 I called them again and sat on hold for another 5 minutes until someone answered my call. They put me back on hold for another 2 minutes, listening to the same advertisement loop, that I can now recite verbatim, to find out there still isn't anyone to talk to. The person who answered the phone suggested to bring the computer in because they don't have anyone to answer the phone. So I asked for the manager. Got a supervisor. In the end he couldn't help me either but did give me a 1-866 # to call for tech support. Called the number, jumped through hoops to talk to a real person, press 1 for English, then 4 for support... blah blah blah. When I talked to a real person they told me I would need to reactivate my office software by using Microsoft download and using my key code.

My laptop is 4 or 5 years old. What key code? In the end, I will probably need to take my computer back to Geek Squad to get them to fix it. Wasting another hour to wait in line and probably another 2 weeks before I get my laptop back with office installed, maybe. It would be cheaper to buy another laptop. I pay $15+ every month to ensure my service is free. Well it isn't free as my time is much more valuable. What a real waste! Customer service sucks both at Best Buy and Geek Squad. Don't do anything over the phone!

On 2/27/16 the screen on this phone was cracked. I took it to the Best Buy in Independence, Mo where the clerk reprinted my receipt for me and gave me replacement plan instructions. He said the phone would be replaced at no cost as long as I returned the broken phone within 60 days. I would need to provide a credit card number so that if I didn't return the broken phone within the 60 days a $250 fee could be charged. If I returned the broken phone in a timely manner there would be no charges to my card.

I followed his instructions but the next day Best Buy charged $160.83 was to my card. I contacted Best Buy. They said this was a service fee of $149.99 plus sale taxes of $10.84. I had already paid $140.00 to date on the protection plan and now they were charging additional $160.83 for a refurbished replacement phone when I could have the Apple Store replace the screen on the phone I had for around $100. The only information we were given in writing and it was on the receipt and it mentioned that Service fees and claim limits may apply. This was the only mention of a service fee. We had now twice been told once at the store in St. Joseph and now again at the store in Independence there would be no cost to us.

We had spent $140 to date ($10 per month for 14 months) to have this phone covered and now are being charged a service fee that is greater than the cost of the repair in addition to the cost of the coverage that was to protect us from just such expense in the first place. When I discovered this I told Best Buy to disregard the claim, refund my $160.83, and to cancel the protection plan. The girl we spoke with, who would only identify herself as Tiffany, said that she could not do that and that there was no one else in any other department who could helps us. This is a very deceptive practice especially when in the two separate stores sales representations told us that there is no cost to plan holders. If Best Buy can't do better than that they should just stop selling the plan because they offer no protection at all.

Within minutes of contacting them I was asked to approve or decline a repair totaling what you see below. Note that this was all determined within 2 hours of receiving the MacBook Pro. I was shocked that a 2011 MacBook Pro logic board cost $928.99, and the display assembly was $548.99. The total does not include the labor fee of $150.94. The total amount of the project far exceeds the cost of a new MacBook Pro 2011 model. This is the statement below regarding the supposed testing they conducted:

"The agent used a known good test display and verified the unit still not display video which would point to the logic board not producing video. The agent also recognized the display itself was damaged and included that it was possible additional parts may be required due to inability to complete all hardware testing." Estimate was for: Labor $150.94; Logic Board $928.99; Display $548.99.

So based on the response from Geek Squad they did not have ALL the appropriate tools from which to test the MacBook Pro with and that they would somehow need to acquire them in order to complete the project. Naturally I declined the repair and received my MacBook Pro back in the condition In which they accepted it. But I am at a total loss as to the cost. So rather than have the tools available to fully diagnose the problem they opted to just swap the old parts with refurbished items that, in this reality, don't even cost that much on eBay used, and which Apple does not sell anymore. Even if they should be at a premium it is no reason to bilk customers.

Truthfully I just wanted to have them determine where the main problem was but due to the over-inflated pricing and lack of testing tools I simply cannot believe their final diagnosis. And I do not trust them for this. My sincerest recommendation for everyone is to avoid taking your computers to Geek Squad. They simply cannot be counted on as reliable.

The sound on my laptop went. The person at check in briefly looked at it and identified that the updated driver downloaded by windows was not correct. As such, he said "it should not take long". I waited over 24 hours with no contact from Best Buy. I had to call and found out that they had not even looked at the sound issue but were rather running a bunch of diagnostic tests none of which were related to the sound. The geek squad representative was rude and quoted me a 3-5 day period which I would have to wait for my computer.

I really appreciate the diagnostics (which was not needed as I take very good care of my computer) but it was unnecessary. They should have just fixed the sound and given it back to which is what I requested when I dropped it off and when I called. I am so disappointed in Geek Squad and their lack of good customer service. I will unlikely make any additional purchases from Best Buy.

Fast forward to February 2016, and I notice that Geek Squad Protection Plan has STILL been charged to my credit card. I was furious. That was 6 months I had been paying for something that I had already cancelled. I called Geek Squad again, and spoke to a guy working there. He said that the lady I spoke to in August who "cancelled" my plan was wrong, and that she didn't note the plan I was on. He said that initially, when I bought the protection, I had one month to cancel it. And if I didn't cancel it after one month, then it would be charged to my account for 2 years. This is NOT what the lady who sold me it said. She said I could cancel it at any time I want. Anyways, I am required to pay for this service until my contract expires. They lied to me, or changed their policy, or something. Avoid these people, they're out to steal your money.

I called back 2 minutes later. Get another person who "seemed" to help... supervisor named Eric. Well HE DIDN'T! Gave me a refund of 32 bucks and said I'll get the rest 64 before Feb 10. Well that day came and went. Called this afternoon and guess what? ERIC didn't write crap down and they had no record... obviously right! These morons are scamming people and will not help if needed. I am never shopping at Best Buy or GEEK SQUAD! Horrible business practices.

So I asked to talk with someone else but she denied so I just hang up the phone. It was pointless to talk with her and to replace my phone was not my life priority. After a couple of months, I called again and I could talk with someone that I understood and in fact they were charging me $100 for replace my phone and this is again NOT what the seller told me when I got the plan (2nd lie). So I cancel the replacement for 2nd time and went to Future** to complain directly. I talked to the manager and asked him why they are charging me $100 for a replacement if when I got my phone the seller told me it's free.

The manager checked my purchase history and told me: "I know what happened. The week before you got your phone the protection plan changed the policy so maybe the seller was not informed. The previous policy replace your phone for free and that's what the seller told you but the new policy needs a fee of $100 and that's what you signed up. Sorry about that." And I went like: "Whhhhuuuuuuut? So she sold me a expired plan, I have been paying this lie for over a year and a half and you just apologize? I want all the money I have paid back." I was super angry, it was a long discussion and he could not give me a refund for the plan but said: "Get your replacement, pay the $100, bring me the bill and I'll give you cash."

That sounds super suspicious to me so I asked him for proofs he'll be capable to give me that $100 dollar writing down an agreement or something but he told me he can't write down anything (OBVIOUSLY because everything he said was **) and that "I have nothing to worry about because he is giving me a "verbal agreement" and that's more than enough because he is the manager, MAAANAGER" he repeated. My **meter was about to blow up so I just said, "Thanks," and leave the store. Next day I went back to Future** to talk to another manager just to see if the solution of the previous manager MAAANAGER was actually possible but I didn't say that I was already helped I just went for a solution like for a first time. This second manager listened my problem and said, "They can not do anything at all".

So I revealed to him that the previous manager did gave me a solution and now I just confirm it was a lie. But this second manager was curious about the solution and asked me what was it and after I told him he said: "That actually make sense" but he didn't give me reasons why (4th lie) but LET IT BE. I decide to request the replacement, pay the $100 and cancel the protection plan and forget about the thing. I called ** GeekSquad to make the request and the guy that answered me sounded very nice so I decided to tell him my story and see his opinion and he confessed that (as I knew) everyone lied to me because even the previous protection plan policy doesn't replace your phone, the previous policy says that they just FIX your phone, this means that the ** Future** seller sold me a never-existent protection plan, and the manager MAAANAGER and the second manager don't have ** idea what are they talking about.

But OKEEY. Last Wednesday I finally finish my request. I had to pay a security deposit of $560 while they send me the new phone and once they receive my old phone they'll give me back $460. Today Fridays I receive a box with the new phone. I was very excited to finally get rid of this problem and send my old scratched phone back to GeekSquad. Everything was good except that the "new phone" looks weird. It was not a new brand phone. My old phone is in better conditions that the one they sent to me WTF!!... And I got really sad. At this point I feel very abused from this company. One more time I called GeekSquad and I say that the phone that they sent me is not new, I told them seems used and the screen is broken.

So the customer service guy told me: "Sorry for the inconvenient. This is not a new phone, we know. Our policy doesn't say we'll give you a new brand phone, but just a replacement. It is not second hand, it is just a rebuild phone. It is new for you." I can't believe this. Even my nice perception of Canada changed after heard that. I lose my hope in this case. I don't want to fight anymore. I just asked if I can just send the "new phone" back to them, they give me my $560 back and forget about the replacement. But the same guy told me he's not sure if they can do that but someone is gonna contact me in the next 3 business days to fix this inconvenient. I'm tired of being raped by dirty companies.

I did not get any reply since January 7 from Geek Squad! And I feel very upset about it. I can't use my Office now. I really never and ever recommend to buy or renew the Office product from Best Buy. Geek Squad Service is the worst I've ever experienced. I want my money back or solve my problem immediately. I'm tired of calling your agents 3 times a day as they always saying me the same thing that I need to wait for a mail coming from Geek Squad. It's been more than 1 month and I can't use Office properly!

After deciding that I had had enough of the incompetence over the phone, I went into the store. After being greeted by a Geek Squad agent in person and telling him my issue, he then told me to call the same number I was on the phone with for the past 4 hours. Are you kidding me? I tell you what hasn't worked and that's the only solution you proceed to offer to me? Good call. You should get a promotion for that one, buddy. After then going on the phone for another hour, I decided it was time to stop wasting my time with the dysfunctional Geek Squad and find a manager.

I went right to the Microsoft section of Best Buy and explained my scenario to the highest ranking person I could find. Now that I was out of the realm of the Geek Squad, it seemed like I was finally dealing with someone who knew how to tend to a customer's needs and not deflect him to a different entity that has less knowledge than the person himself. I was immediately greeted and given a new Kaspersky internet security code with no questions asked. That is the one redeeming factor of my trip/experience with Geek Squad.

Fast forward to Wednesday, January 27th (Claim made Friday January 22nd). The package is delivered from UPS and lo and behold it's an empty box with no phone but a piece of paper saying I have an e-gift card to go buy a new phone. So I called Geek Squad and they said that they had no phone to send me so I should have received an e-gift card to my email. I scrambled to check my email from my iPad, and did not find one anywhere. So the guy says he will resend it, then tells me it could take 3-5 business days to receive an EMAIL, yet the empty box from California had made it all the way to an Island in Canada in 3 days.

So the e-gift card finally comes Thursday at around 6pm, so I hop in the car and drive to Best Buy to get my new phone. They first tell me the iPhone 6 in Gold has been discontinued so I said that's fine just give me any color in the 64gb (what I had originally), and then they tell me they have no 64gb's in the 6 only the 6s, so then I have to pay an extra $160 to upgrade to the 6s. I couldn't order it online and I wasn't waiting another 2 weeks for a phone to come in as I had chose the fastest option. So now I am out almost $400 for a plan that I have already paid of $200 over the last 13 months.

I called Geek Squad this morning to ask about getting a reimbursement and the woman says they don't cover upgrades. I explain calmly that I had no other choice but to get it, and she asks if there was another model phone I could have gotten.. Call me crazy but I have been paying to have warranty on an iPhone, why would I want to get another model?? That makes no sense at all. Then I asked if they could waive the accidental damage fee and she says "no sorry, that's automatic." I asked for a supervisor and they didn't have one there that time of day but she sent me to his voicemail and to leave a message. I was okay with the process of getting a gift card, but having to pay another $160 to get a phone when I could have just upgraded my whole contract for less than what I have now paid is very frustrating.

At 3:55PM I called him again, got voicemail again and asked him to call me back to confirm that he was still coming. Nothing - no callback. At 5PM, I called Geek Squad, and they couldn't reach him, but called and left him a VM to call them or me to tell them what was going on. Nothing, no callback to the scheduler or me. At 8PM I had to leave and pick up a prescription and do some shopping. I thought surely there would be some kind of explanatory VM or email when I got home at 10 - nothing. Called Geek Squad at 10:20PM and was told that it would be scheduled for 8-12 tomorrow, 1/26 or 12-4 on 1/27. I took 1/26, but wait! No, they can't reschedule because the order is "in transit".

I asked if a manager could override the computer, since the only thing in transit was the guy who didn't show up. I have the TV for goodness sake. But no, they wouldn't budge. And when I asked to speak to the floor supervisor's manager, the response was, now get this, "He doesn't take phone calls". Yup. I asked to hear him say that again, and he did. The same response. Then I asked "What about if his boss calls him?" response, ummm,.."well he doesn't take calls from customers". The bottom line is that I have to call in the morning and request another install time and plead with them to cancel the guy "in transit" and give me another installer...

Tell you what, if I served clients, co-workers, or my boss this way, even one time, I'd be in the unemployment line. I will NEVER do business with Best Buy again. I'm Irish, so you can count on that being a true statement. AND I will tell everyone I know, and recommend that they stay away from Best Buy. Best Buy will go the way of Circuit City. Remember that big chain? Good riddance, Best Buy, I say.

Updated on 01/26/2016: Just went to lock the front door before bed, and lo and behold, a "SORRY WE MISSED YOU" hang tag was on my mailbox hook. It wasn't there when I got home at 10PM... So now his bottom is covered, I guess. However there is no technician's name, time of arrival, etc. just a blank tag telling me to call to reschedule. This is just amazing. You can see that I was here before noon. I have the cellphone call to him tagged 11:40 something. Go figure. I just wanted to post this in the interest of full disclosure. BUT I promise you it was not there when I left at 8 nor when I returned at 10. It must have appeared after I called and made a stink at 10:20 Central time...

The first option was not doable as it is the only phone I have, and to wait a week to 10 days to receive a phone. As someone that lives alone, this is not an option in the event of an emergency. The second option was also not an option as I do not have $800 to spare to send them, whether it is a deposit or not. It is easier to re-sign a new contract and pay less than that. Next, I asked to cancel the service and they said I was locked into a two-year contract, which I had no idea about and you have to call them on that day to cancel it, as it just automatically renews.

Lastly, the individual I spoke to did not give me an Order number so I cannot even include it to this review. It is much easier to go through your provider, they will give you a loaner for a small deposit ($150.00) and take care of the rest for you. I will not purchase this service again. I bought this because my province does not have an Apple store so I thought it sounded like a good option, but it has been more of a headache. The staff were not empathetic at all and I was very dissatisfied with this experience. I will deal with Telus next time! They are much more helpful!

Took the phone to the Apple store and Apple said they could not repair the phone because it was a refurbish phone or a third party phone. The back of the phone had only the word iPhone and it should have had the following information on the back of the phone. Apple open the back of the phone to find the IM number. There was no number, therefore Geek Squad sent me a third party phone or a refurbish phone that did not have Apple parts. Do not get the Geek Squad warranty. I have no confidence in Best Buy, Geek Squad or Management from either company. Liars and thieves who rob the elderly. Best Buy has lost a customer for life. Do not purchase anything from Geek Squad. If you do you will be sorry.

A week later I call back and they supposedly put a space in my email, which they have already send me an email previously with the claim number and confirmation bill. So now have to wait another three days and if I still haven't received a phone or gift card I have to call back. This is completely ridiculous and extremely unprofessional. They have already charged me for the phone yet I have not been receiving it and I been paying my phone bill even though I do not have a phone! It is unacceptable!!!

In a nutshell: the Best Buy Employee sold me the wrong insurance plan and after calling Geek Squad and speaking to 5 different people they all said that Geek Squad doesn't offer this plan. I did some digging and found that Geek Squad offered this plan until 2014. Obviously, the employee was misinformed and now I've been paying for 18 months for insurance I NEVER would have gotten. I've called the store directly with no help. I've called Geek Squad several times with no help -- I feel robbed and cheated. I would like reimbursement for all 18 months I've paid insurance. Geek Squad can give me my money back and we can both walk away like I was never a customer. I'll be filing a complaint with the BBB as well.

Since then, my credit card expired and I never updated it with Geek Squad - which is fine because the coverage is deemed useless.... I keep getting emails and letters saying my account is past due and to update my account. So I phone customer service and explain my issues and the representative tells me that I am locked into a 2 year contract and that he can't cancel until May of this year (I will continue to get these notices in the mail to update my account) and that I need to go to my provider for poor connection? While attempting to explain that it is the connection for the charger, not my cellular connection that was not covered, he intentionally hangs up on me! Unbelievable! NEVER get this Geek Squad coverage - USELESS. Complete waste of money!

When I brought it home, NOTHING WAS DONE! It continues to delete my type, as well as reverse letters, throwing them back to the beginning of a sentence. It can take me 30 min to type an email! I am over the top irritated! The Mgr. Ian, of Geek Squad acts very nice to you, but essentially "placates" and patronizes you. I am hoping that someone from corporate headquarters will see this review. My next step is to contact Corporate Headquarters. Also, I will type a negative review on Google, and every single site there is.

I spoke to the Geek Squad manager and he said they don't close till 9PM. So technically the day is not over, well maybe so but I didn't plan to go back to the Store. They did say they will deliver it to home but that's because by that time I was very upset at them for not SIMPLY CALLING AND LETTING THE CUSTOMER KNOW.

Best Buy should take some lessons on setting customer expectation and following up with the customers when they can't meet the timelines their sales people say when they try to sell a product. I went home, but tried to call the store soooo many times, no one picks up the phone at this Ajax store, don't know why they have a phone lines on the first place. At this time I had a bad feeling about Geek Squad and Best Buy's customer service overall, and I heard other people saying bad things about them. I went back to the store, spoke to the store manager, told them, I want Geek Squad support off my invoice, give me the laptops with the manufacturer's warranty and keep them once they were still working on.

I told them they need to be honest and level set customer expectation. He went and got me two laptops but could not do the return but he said, I can come back within a week (again 3rd time to the store) to process the return because there were "HUGE LINE UP FOR RETURN" wonder why. Any how, buyer beware, as an IT guy working in IT Industry for 16 years building servers and Network equipments, and running an IT Business, I am strongly advising those of you who are planning on buying computer equipment at Best Buy beware of Geek Squad as their quality of service is simply no good.

Don't get frustrated as they won't help you when you need help. So I took off all support from Geek Squad and asked the manager to give me 2 brand new models, I will do the all the install and customization and security patches myself. I am glad I did that otherwise I would have paid close to $1200/year for service that I know I won't get or support that I won't get. Best Buy really should pay attention to this Geek Squad Business model before they turn off consumers from buying computers. Hopefully Best Buy can make up for the revenue lost by selling TV's.

If Best Buy wants to compete in the computer market, they really need to clean up Geek Squad and how they service. Get this, the Geek Squad manager even said, he had couple of his staff call in sick... really??? I can understand it if they can simply have called me around noon and told me that my laptop was delayed. I would have understood which would have been a super customer service but the Store or Geek Squad did not think of that basic customer service. Overall Disappointing service from Best Buy at Ajax location. I don't think I will shop for computers at Best Buy anymore. Buyer Beware.

However, I very purposely didn't check the box agreeing to this on the service order form. The Geek Squad agent helped me backup my documents to my iCloud. But when we went to backup my photos, they would only back up three months of pictures. I had to download the Captain OX software to sync the rest of photos. The agent helped me do this. It took hours. It was getting late and it was Christmas Eve. His store closed at 6PM, so he said he would stay and make sure the photos were backed up to the iCloud before he left. He stayed an hour late to get it done. He was really nice and had great customer service. The only person at the store with quality customer service.

His manager, Aaron was really rude and rather incompetent. He called me at 7pm and told me it was done. I was relieved. Best Buy then called me a few days later to tell me their Service Center was junking my computer. I told them that I wanted it back, broken or not. They refused. They said I would get in store credit to buy a new laptop. So, they basically stole my computer, which I did not agree to, and they refused to get it back for me telling me it was "junked out."

I got a new MacBook pro. The sales agent was really rude and didn't even help me get the new computer set up. When I got home, I set up the computer myself. When I got to connecting the iCloud pictures, I was missing 3 years of photos and videos. Gone. Like a tornado wiped out my house or something. I bought a MacBook pro so this would never happen to me again. I lost photos of my sister who is now deceased. Gone forever. I have been on the phone with the geek squad and online, getting the run around for the last 5 hours and they are all telling me that I am SOL.

All I want is for them to get my computer at the service center before it is destroyed and copy the photos onto the cloud for me, or back it up and send the backup to the store. Is that really too much to ask, being that they basically robbed me of my computer? Sara, Agent #** told me that the Geek Squad agents at Best Buy could have backed my whole computer up before they sent it in, but they didn't offer to do that for me. I would have paid to do that.

I asked her why they couldn't just get a human on the phone at the service center to try and recover my old computer, and she said that the minute I took the money for the new computer, I gave up all my rights to my old computer. I didn't even know I had those rights, nor was I warned that would happen. I want to sue Best Buy. They destroyed three years of my life in photos and videos. They stole my computer, which was worth $1,197.79. They hold zero accountability for what they did to me. How can they do this to me?

1 week later 4 days before Xmas I received an email from them stating that instead of the £100 I was expecting, I was only going to get £25 as the screen was broken! Or I had the option of having the broken phone sent back to me, some choice... Since then I have done some research on the internet and found a plethora of complaints about them. In hind site I wish I had done my research before dealing with them. To say I am absolutely livid is an understatement, that I got ripped off by £75 so easily and no way of proving it and no practical way of talking to them face to face (Which I would love to do) but would probably end up with me in prison... In short GEEK SQUAD ARE A RIP OFF. DO NOT DEAL WITH THEM.

One phone cracked recently and upon contacting the Geek Squad it was explained that to get the screen repaired I would need to submit a credit card number to secure over $800 for the cost of a new phone which would be sent out with an envelope for the broken one to be returned. Once the phone was received on their end it would be determined if I qualified for complete coverage and no charge would be applied to my card if that was the case. That made me nervous, how was I to know that there was no internal damage other than by them suggesting it, more likely if the phone was in good repair they would keep it and offer it out as a refurbished phone but could still insist there was internal damage.

I took the phone to the Apple store and had diagnostics run on the phone, had it been under the apple one year warranty the screen would have been replaced by apple but it missed that by a few days. The screen was badly broken so I paid Apple to replace it at the tune of $160 with tax as I worried the Geek Squad would rip me off. The second phone was also cracked but barely so I thought after the Apple rep said it was in great condition I would apply the Geek Squad protection to replace it as I am now out $336 in fees for the two phones for the plan. I contacted GSP today and was now informed that I would be subject to $100 deductible on physical damage! Above what I am paying monthly and that I could not cancel my policy as I am locked in for 2 years or in other words $672!!!

I am more than pissed as none of this was explained properly and I also asked to speak with a supervisor to launch a complaint - surprise there was no one available but someone will be calling me back! Consumers beware, this is a huge rip off and representation is BAD. It is fraudulent to misrepresent the policy to consumers and the sales representatives at the stores are not well versed on the plans leading you to believe you are purchasing something that does not exist. I will take this further as I intend now to post in the newspaper editorials about this service. Please do not support the Geek Squad Protection Plan for any item you purchase.

The problem is that Geek Squad Member opened a new case # instead of ordering the 2nd replacement phone on the 1st case #. This caused a 2nd deductible of $150 to be charged (actually $161.10 w/ tax). Simple error, so I thought. I was unable to get a refund through Geek Squad so I ended up paying $232.20 to repair a cracked screen and received a "refurbished" phone in the end. If any Geek Squad or Best Buy Members read this, you can reference my 1st Service # of **, my 2nd Service # of ** my 1st case # of ** and my 2nd case # of **.

Their customer service is horrible, I would suggest shopping around of phone replacement insurance from some other company besides Geek Squad. In addition, they had an erroneous email account for me and every time I called I tried to change it from the "Gmail" account they had to the "msn" email I really have. Apparently that was too difficult of a task to complete. DON'T GET GEEK SQUAD INSURANCE!!!

And after waiting for 30 minutes, I went back and was so pissed because what the technician did was he installed a very cheap plastic type screen protector and above all, there are bubbles inside which I complained and the other guy working there told me to wait for 24 hrs cause they used some kinda' gel to paste it. WTF. Is this what I can get for $33 bucks?! Common guys, I can do better than that if you could have just given me the screen protector and installed it myself. And what pissed me the most was there is a scratch at the back of my phone. I will never recommend Geek Squad. If best buy salesperson directs you to them, just ignore it.

Since I don't have enough tools (haven't had such a hard time with a computer for 10 years), I did the CMOS reset but dared not to refresh the EPROM through the hardware. I was hoping Geek Squad may have the tool to perform that. However, all they have done is "ran diagnosis" and told me, "motherboard failed". As I asked whether they have any more details, such as the error messages or any sort from their tools, they have NO IDEA! All they can tell me is "motherboard" failed. As the person who has been working with computers for more than 20 years, I am highly doubtful about their assessment - the hard drive is running, the fan is running, and even if I push hard enough on the key board, the computer is responding to me with either an amber power button or long/short beeps. How can a malfunctioned motherboard do all that?

Anyway, if you need some help reinstall/uninstall or run antivirus, maybe Geek Squad works for you. However, I don't think the service provided warrant the cost. Based on other posts said, my impression with them is that they're no better than any corporate-level help desk (probably even worse in companies which have excellent IT help desk). All they can do is basic repair which you really can figure it out by watch some YouTube video. Save your money and let Geek Squad DIE! This was my first attempt and the last with Geek Squad out of desperation. I will NOT ever go there.

A return call from Geek Squad informs my wife there was no mistake, that after the phone was received it was determined that it was physically damaged, really prove it? By conversation end without coming right out and saying it she was told "you're screwed." What a joke. I have no confidence in Best Buy, Geek Squad or Management from either company. Liars and thieves. Best Buy bad, you will not see another penny from me.

I think everyone should know the terrible service the Geek Squad provides and find another online service. I am still waiting for them and it is now 12:30am EST. I have to be in work tomorrow at 8:00am. HOW DO THEY EVER EXPECT TO HAVE PEOPLE WAIT FOR THEM? I just hope this helps someone else who was as unassuming as I was. The Geek Squad can really push your patience. It is well worth the money to hire someone rather than use them!

When CW called Geek Squad I was told the replacement would not come until Tuesday: A whole week after making the original claim and simply for having a cracked screen. The Carphone Warehouse were incredibly professional and helpful and spent an hour on the phone to Geek Squad trying to resolve the matter for me. Geek Squad were utterly useless and refused to let us speak to the manager. No proper apology, explanation or compensation so far.

If I had known that they would not uphold their agreement and promises and that the customer service would be so poor I would not have agreed to pay £14.99 pcm + £50.00 excess fee. Geek Squad are MISLEADING their customers. I have filed a complaint with customer services, in writing and by email so there is no need for Geek Squad to comment below if this is all they can advise me to do.

Finally today the customer service representative told me that a refund would not be issued under any circumstances and the only reason was that my old phone was returned late. Again, they won't put me through whoever is making this decision to deny my refund. The fact that I was unable to return my phone while on military orders or that I had to call back weekly for almost 3 months to finally get denied my refund really goes to show that Geek Squad is all about making money, not assisting customers, least of all military personnel. Avoid this protection plan scam.

One month is left to the 2-year contract and now I see online that IPHONES ARE NOT ELIGIBLE FOR THE GEEK SQUAD COVERAGE and I should have been offered the APPLE CONTRACT. I was not given any alternative including the refund of my $288.85 paid for the contract I should have never been sold. I'm now looking to the Best Buy store manager for a solution. Oh, when I call Best Buy I'm put on perpetual hold so I need to drive the 20 miles to the store. Anyone have any advice?

And they dont give me a loaner notebook in that period. I needed my notebook for the school and work. So I told him that I cant be without a notebook for 8 weeks. He said I can keep my notebook since it was still working and bring it back for repair before the warranty expires. So I would have some time to find another notebook. I did the same thing. I saved all my data and found another temporary laptop. Then I brought back my notebook to the Geek Squad. When the technician saw me again, he said since my warranty is going to be expired in one day and by the time they send my notebook to the repair center, my warranty will be expired, so I have to pay for the repair in advance and then Best Buy will be reimbursed me!!! Then he estimated the repair cost about $300. I was surprised to hear that he was requesting me to pay extra for the repair while I had purchased the two-year warranty.

I told him I am not going to pay a cent more as the warranty should cover all the repair works. Then he said the only other option is to contact their customer service that they will be able to authorize repair. I came back home with my notebook and called the number. However, not only they did not authorize the repair, they said I have to pay for renewing of my warranty first. I told them this is ridiculous as my warranty still has two days left. However, they said by the time they receive my notebook via mail my warranty will be expired! This was a nonsense stupid joke.

I spent about two hours speaking with an agent and later his supervisor. However, no result at the end except that they wont do anything unless I purchase again a renewal coverage!! I believe the Geek Squad is just an scam company and they do not stand against the promises they have made in respect to the warranty. Do not let the Best Buy make you fool and do not buy their warranty. There are other warranty companies that should be rely on. Best Buy Geek Squad is just a **.

Footnote: A couple of years ago I made an appointment with the Geek Squad to come to my house and fix my computer. They never showed up and said later they couldn't find my house. Nor apparently did they know how to call me and get directions. I recommend avoiding Best Buy if you think you'll ever need their technical support.

On the 8th transfer, I did manage to finally hear enough bits of the Kaspersky direct phone number that was able to call direct. But Kaspersky kept me on hold forever and I finally gave up. I uninstalled Kaspersky and bought Norton 360. It is running great on my computer now. My wife had already had similar experiences with Kaspersky and had switched to Norton 360 several months ago. If I could give both the Geek Squad and Kaspersky 0 stars, I would. It has been too long since I purchased Kaspersky, so I gave my Kaspersky member number in the Order number field.

Now when I bring it into service, they quote only their new rules and will not even mention that these have changed materially over the past months. Therefore, they in effect sold the policy under one set of terms, but only stand behind it with the lesser coverages that they now offer. I have found this to be the case when dealing with the online support people as well as in-store management. They repeatedly recite lesser coverages and not until you produce your written policy plan do they acknowledge that you in fact are entitled to the better coverages. My assertion is that this amounts to fraud - selling an insurance policy with promised coverages, then when trying to assert your rights, they misquote and deny, unless you pull out the Geek Squad Protection Plan, Terms & Conditions booklet you received at time of purchase.

Then the Geek Squad manager I spoke with yesterday started back pedaling that they didn't mean to tell me the wrong information, that it was a "teachable moment" for her employees. When I stated that an online rep also sent me a different coverage in a online chat, she said it was a "teachable moment" for him too. I assert that "teachable moment" is an acknowledgement that they falsely quoted warranty guarantees in their favor, and that "teachable" means that they got caught by the consumer as lying and now make an excuse.

I warn all Best Buy customers TO TAKE THE TIME TO READ THE DOCUMENTS BEFORE PURCHASE AND TO KEEP THEM IN YOUR RECORDS when dealing with the company on coverage matters. They change the terms and never tell you. I've been misquoted at least five times since I've been documenting. If you are sent information by an online rep having to do with warranties, take a screenshot like I did and save it as proof that you are continuing to get false information from the company through multiple channels. I will be challenging these practices through legal and governmental channels in the coming weeks, but here at the holidays... BUYERS BEWARE AT BEST BUY.

First I talk to the agent online and they give me some kind of link to complete the process which did not work out. Then I spoke with almost 14 different agents to fix the issue. However, all of them hung up on me. Three of them said their system is down temporarily and four of them said, "Go to the actual store and talk to the store personnel over there," which I did in the next day. Unfortunately even the store main manager told me that there is nothing they can do to help me and he implied all device repairing and replacement process only handled online which conflict with what the first Best Buy personnel told me.

It's been two weeks now and no one is helping me! I requested their online refund and credit card issue department to refund my money or to fix my phone but the agent who was talking to me was so rude and disrespectful. Now I realized their protection plan is a joke. It's just a way of big companies sucking customers' money. DO NOT A PHONE OR ANYTHING WITH THIS PLAN.

The woman who made the appointment for me had informed me that I did not have to pay until the install was completed. And if you are going to cancel the order, why not call or email me to let me know I indeed do have to pay upfront? I would have been fine with that. The Geek Squad ordering process is so bulky. I can understand that you don't want the schedulers taking money, but why don't the folks taking the money know why I'm being transferred to them? After making my first appointment and getting transferred to the payment processor, he asked me how he could help me. Really? Shouldn't he have known exactly why I was transferred to him? Rather I had to tell him why and basically wait 10 minutes while he searched the database for my order--which he never found. Geek Squad really needs to work on their order taking and processing processes. It is unfathomable how poor their service is.

I ask that she give me her name or card. She said she didn't have that and would get an information sheet and left to get it. She returned with a business form. I told her I had lugged this heavy computer tower from Georgetown to Columbia Heights just to have it transferred to hard drive and dispose of old tower. She confirmed that to see anyone in Geek Squad or drop off computer I would have to make an appointment. At this point I asked to see a manager. Finally I found someone with a name "Andrew" the manager. He again confirmed this was their policy. But he told me how the biggest complaint they got was the wait time in line at Geek Squad so they eliminated the line by not helping walk-ins without an appointment. I pointed out they were empty. At this point he indicated that even though it was against the policy he could find someone to help me.

After a several moments of expressing in no uncertain terms my displeasure I left. I was probably rude and loud in expressing my feelings. For that I am sorry. I pointed out I just purchased a new iMac with retina scan, also the iPad pro and needed new microwave. I also purchasing a Samsung 7000 60inch 4K Ultra TV. We are remodeling and upgrading all our systems in our home as a part of remodeling. This would have included Home Secretary (i.e. New locks, security monitoring). Now I have to deal with someone else or online for TV, microwave, computer, accessories. I can't believe the level of service.

I walk into my bank Wells Fargo. I may wait a while but someone will see you. I walk into my brokerage the same I may wait even a long time but no one would tell me to go home and make an appointment. Even Apple will let you get on queue if you hadn't made an appointment and their system is easy to get appointment on. So much for dealing with stores. I will do it all online. Cheaper anyway and don't have to pay for a Geek Squad. That is no help.

I was informed that the person I spoke with did not change my address but instead made a note that my address had changed. My phone had been sent to my old address which is across the city. I was instructed to call UPS myself to have it sorted out. No. I am paying for a service, that is not my job. Geek squad did not even provide me with a tracking number. I called geek squad yet again to complain and I spoke with a Katie who stated that she is having my phone sent to my new address and it would take two business days. Two business days later and my phone is STILL at the ups location near my old address.

Today I spoke with a Tyler who informed me that they DO NOT OFFER ANY SORT OF COMPENSATION. Did I mention that with all of my phone calls to geek squad that I was transferred at least five times per call and every call agent spoke to me as if I was an idiot? Do not let best buy bully you into paying such a lousy low life service. Not worth it! If you hate your job so much, quit. And you should be ashamed of working for a scum company.

However, that is not the case. The CS lady told me to go download it off my email and print the label myself. (We don't have a printer and we have to purchase our own packaging). She stated to me that once we sent in the item, they will inspect it for damage and if found to be so, will not send us a gift card to exchange the item and the warranty would then be considered null and void. I explained that because the jack was fully stuck in the earphone port, we had to try and ply it out, otherwise we would not be able to use the iPad with another earphone at all. Thus the jack would look to have damage done to it. She said she would go check with her supervisor, only to return and repeat that they will check it, if damage is found they won't replace the item. She tells me to hold the line to leave a review, and the line cuts off.

Make it short. Keep it simple. Best Buy tells you it's an easy switch. No hassle. It's a lie. Geek Squad tells you on their brochure that they will fix it or replace it, Guaranteed. It's a lie. They will try and use all excuses as to why they won't replace your faulty item. It's a sham. Don't buy the extra warranty. I'm sorely disappointed in Best Buy for trying to sell that service of Geek Squad. From all the other reviews, it is obvious that this service is extremely dissatisfactory. Yet, they persist in using this service.

I first did some troubleshooting over the phone with a Geek Squad agent. They were unable to help me, but I forgive them that, as it became clear it was not related to any kind of setting that could be adjusted over the phone. Next, I brought it to a Geek Squad agent at the Best Buy where I'd bought the computer. They confirmed the experience I'd been having, saw it themselves, and took in the computer for service. Several days later, they called me to say it was fixed. I picked it up and took it home. The first time I started it, the screen blanked out. I brought it back to the Geek Squad people, who said they'd need to send it to a service center some distance away, and I'd be without it for 1 to 2 weeks.

I was told at that time that they would need to reformat or replace the hard drive. This struck me as strange, I couldn't understand how that would relate to an issue with the display going blank - and I was very reluctant to see this happen, as it would wipe out the many hours of work I'd done getting the computer configured to my needs. However, I figured "they're the experts" (BIG mistake!) and reluctantly allowed it, not really having a choice. Finally the work was completed and the computer was shipped back to me. The first time I started it, the screen blanked out. Obviously, no proper diagnosis and testing had been done by the Geek Squad agents either at the store or at the service center.

At this point I was not about to trust Geek Squad with ANY further work, and insisted that the Best Buy store replace the computer with a new one of a different model (to their credit, the store manager agreed to this). The replacement computer came with the same Geek Squad service the original one had, but for obvious reasons I have not used it. So my general advice is "run, don't walk, from Geek Squad". If offered a Geek Squad service package with a new computer, save your money. Use the manufacturer's warranty (but research the manufacturer's support reputation first!), and if you need service not covered by the manufacturer, take it to a local service person.

After looking in the contract, the lady was wrong, you can cancel in the store (I recommend getting a confirmation number). I was left on hold for 20 minutes before hanging up. When I called back, the 2nd rep was more professional and began to look into my account. She saw where the accounts were cancelled. She said it was cancelled as we were talking on the phone, however couldn't tell by who, or what time. When I asked for my cancellation number, she said it would be emailed to me, which it wasn't. So I am put back on hold. When she returns, she tells me it will be 2 to 8 days before I receive my cancellation confirmation email because of the holidays, and a lot of things are going on, they are too busy. I discourage anyone that thinks these plans are a good idea. Best Buy should audit their partners, or I can see them losing a lot of business, as they just lost mine.

A week later there was a $163 charge on my credit card from Best Buy / Geek Squad and an email stating my phone was NOT covered under the 1 year protection plan. I called Geek Squad to get to the bottom of what happened about 15 times. Each time I was transferred and rerouted around to different departments. A few times the call was "accidentally" disconnected. When I would rarely come across helpful agents, I asked them what it said in my file and they flat out admitted it said the agent I first spoke to made a note stating I wouldn't be charged and was covered. I've spoken to supervisors, the customer relations department, and still nothing. No one has any answers or solutions to this error on their end. I do NOT recommend getting any kind of protection plan with them. Go directly to Apple. I wish I would have done that to begin with. Geek Squad's customer service is atrocious!

On top of that, I use my phone for work and now losing money because they can't replace a phone like any other insurance. THIS IS A SCAM and I am writing for a few reasons. I will fight until I get my MY FULL MONEY back from my plan. I reported this to the BBB to investigate this fraudulent service. I am also starting a class action lawsuit. Don't be fooled by them - buy the manufacturer's policy. THIS IS A SCAM.

Since I was unable to come back in two hours, or wait that long, the counter guy provided me with a card that had the Geek Squad's toll free number on it. He told me to call it and order a shipping box in which to return the iPad for repair. He went on to say that Best Buy no longer did in-house warranty work, and therefore, items had to be sent in directly by the consumer.

Later, I called the number on the card and was told that since the warranty was under my wife's name (yes, same last name, same address!), I could not make the request, and she would have to do it. My wife works long hours in a hospital and cannot make personal or business calls, since she's caring for patients. Further, it is not uncommon for her to drag herself home after everyone else's business hours have ended for the day.

Best Buy has taken customer service to a whole new level: a low one. Since their idea of customer service is to make things more difficult than necessary for the consumers who keep them in business, they attempt to make them feel small for simply not acquiring an appointment, and they do not allow spouses to make requests for warranty work - my idea of buying electronics will be to go elsewhere.

It's been well over two weeks. I have spoken to customer service several times about my refund and it's always the same old BS. No one put the request in. It take 3 to 5, 1 to 2 business days. I was SO feed up I ask to speak to a supervisor. That was like the worst thing I could have said. They wouldn't let me speak to one, I was put on hold instead. My last phone call I had with customer service I expressed how dissatisfied I was and the representative response was "anything else I can help you with." REALLY! A "sorry for the inconvenience and trouble my team put you thru" would've been nice. I will Never purchase a protection plan from geek squad again.

Original Review: Oct. 29, 2015

I have a protection plan with them. My cell broke and I went to Best Buy to arrange replacement. The Geek Squad directed them how to deactivate my phone and return it. They charged me $1,000 for deposit. After sending back the phone I talked to several people from GS and we couldn't deactivate it. I was instructed to returned as is that they had noted on my file. Now they said that I have to find a way to deactivate in order to return my deposit. I feel cheated with this service.

Next, today, I looked at my credit card statement to find I have been charged the Geek Squad plan every month for the past 3 months even after I cancelled it. I called. The first person, Bill, said he didn't have any record of it. I quickly asked him to cancel it, then give me the ref #. He did. I then went back and checked my phone records and found the exact date and time of when I called to cancel. Amazing how I can find it, but they cant? I called back and the young lady said that she couldn't find it even though I gave her the exact date and time. Then she said, "The only date time I have is from a week ago." I asked how that went? That was the call about the fraud on the nabi. She said "I see the notes here of what you had reported, but nothing else." So, nothing was done about that either.

Geek squad you are absolutely terrible. Unfortunately, Best Buy has a very close relationship with them so I will not be using them anymore either. Pick your friends carefully, Best Buy.

Tonight I go into my email and there is an email received at 2:30 PM from your GEEK SQUAD saying congratulations we renewed your internet security automatically!!! REALLY!!! After all I went through today the fear, the changing card numbers, the loss of time from work. I spoke with your supervisor at the Geek Squad her name is Mary. She stated there were no email notifications sent of upcoming renewals because they were updating their system. And of course although she feels bad about all Best Buy and the Geek Squad put me through there could be no compensation for all I was put through!!!

This is not Customer Services this is a customer who was abused and may I say if this is how you are leaving this situation I will no longer be a customer. WORST CUSTOMER TREATMENT EVER!!! Underhanded way to get people to renew services they may not even intend to renew! This was nothing short of customer abuse. The alarm and concern I went through thinking someone had my credit card info.

The most recent one, I hired Geek Squad to fix an Outlook email issue that I had had for a few weeks. Apparently, the company that I hired, safepcfix.com was able to go in and check out the fact that Geek Squad did not repair a virus problem from a few months before that let to the eventual collapse of my Outlook files. To make things worse, Geek Squad never did the cleanup on the file system on Windows, so the other company I hired was able to go in and make it faster and remove a bunch of junk files that could have caused me issues down the road. Moral of the story, don't trust anyone that works here. I can't imagine that they would be able to do anything good for your computer, as the reviews that are positive, almost seem to be written by the Geek Squad company themselves. As others have mentioned: Buyer beware!

When the Geek Squad arrived on October 3rd, we were informed that they could not do the installation because of where we wanted the TV installed. They told us what we needed to do and that we would need to reschedule our installation. We went back to the store and where we encountered two more rude employees that did not want to assist us. We were finally able to reschedule our installation and they were scheduled to come out between 12pm and 4pm on October 17th. At 10am on the 17th I was contacted by an installer who told me my installation was cancelled. I immediately called the store and Geek Squad and confirmed that my appointment was still on the schedule. I called Adam, the installer, back and informed him that my appointment was not cancelled. He said he would be out between noon and 4 to install the TV.

At 4:30pm, Adam called me to tell me that he would not be at my house until 5 or 6pm. I informed him that I had to be somewhere at 7pm. He called me at 6:50pm and asked if we still wanted him to come to the house. My husband told him yes. At 7:15 Adam finally called saying that he was at our house. My husband had to step out but told him that he would be there in 10 mins. When my husband returned home, Adam was gone and would not answer his phone.

On Sunday, October 18, I called the store and spoke with a manager named Ricky. I explained the entire situation and he said that he would work on getting us on the schedule for Tuesday and refund us the installation charge. I never heard back from him. I called again today, October 20, 2015 and spoke to a manager named Tony. He said he would check with Geek Squad and get right back to me. After 4 hours, I called the store and was told that they did not have any information for me. I think requested the District Manager's phone number. I was placed on hold for almost 20 mins and finally received an email address. This store is ABSOLUTELY the worst. I will NEVER shop at Best Buy again.

My complaints, in chronological order, are as follows. No tests could prove the reason for the malfunction of my computer. At one point, I received an email to pick-up my repaired device and the device was not in the store. The company that had my original hard-drive called me back to see if I had sent in my personal external hard-drive (a week after I had driven up to the store to send it in. I had gone to the Best Buy store the same day as the original call). When they found I had sent my personal hard-drive, they apologized and said they would call the store.

I called the store around three or four weeks after that instance to request an update on the hard-drive as no feedback had been updated online in the past month. I spent some time with various call-centers who could not reach this store before I called the store a few days in a row and eventually reached Avery, who said he would look into it. Avery did find and send out my hard-drive. I was assured the product would be over-nighted to be repaired and returned in the same fashion. Instead of taking two-three days, this process took about seven or eight days.

When I went to pick up the final product today, I was not holding my breath to arrive to see a final product ready for me to pick up. To my surprise, the visit went pretty smoothly. I still waited in a line even though I had an appointment time but I received my external hard drive and thanks to John, Avery, and Neil (Neil checked me out today), I have a restored external hard-drive and a small reimbursement for the wasted time and effort. Upon prompting, John acknowledged my case as an extremely rare scenario and suggested that I not lose hope in the company because normally these types of service snafus are quite easily completed. While I greatly appreciate his constant calm and reassurance through this process I do not intend to wait in any more lines, on hold or allow my devices to be returned to Best Buy or Geek Squad in any near future.

This is the recounting of the last time I tried calling for warranty replacement. I was told that another technician was required to come out. I read the section of the warranty that confirmed my claim and was promptly hung up on. The second call I tried to escalate to a supervisor. I was on hold for 35 minutes and hung up on again. The third call, after 25 minutes on hold and repeating everything again got me to a supervisor of phones who said she could not help and offered to transfer me and was promptly hung up on again. The fourth call I refused to go through the disclosure of warranty numbers and asked to speak to a supervisor directly and was hung up on. That was the last of my patience. I would appreciate it if anyone had a number for corporate head office?

I don't want to go to Best Buy again and again but end up getting a broken one back! What's more, the attitude of the manager is ** horrible! He made the lady next to me cry and even stare at me! I wish I recorded the conversation to let people know how bad was his attitude. BTW, his name is Ouail. The situation of the lady next to me was worse. She just bought her laptop 2 months ago, and they refused to give her a new one but insisted to send her laptop to fix even she has the same warranty as me. And her laptop will freeze like mine, so I was wondering if Best Buy is selling used laptop with same problems to customers. And the price is not cheaper than the brand new one. So guys, do not go to Best Buy. They cannot fix our things and all they can do is lying. Now I'm considering to smash my laptop into pieces and see what they will say to me.

I asked why I wasn't notified and why they offered monthly based insurance if it was only good for two years. I was told they had no answer for me, that it was the way it is. I then asked to speak to a manager, and after waiting on hold for 45 min no one answered and I had to hang up and go back to work because I was on my very long lunch break. Also got home late because I had to make up the time I wasted in the store on hold for no one to fix my issue.

Why in the hell would I ever have agreed to that? Now understanding I got screwed, call in to cancel the BS coverage and told that I can't because I'm in a contract... A contract which I never got... and which coverage... if I don't want it, I cancel and you're off the hook. Again I was never told I was locked in to this BS contract. Never, ever sign up for this, a Future Shop/Best Buy is in the business of screwing their customers and then they wonder why Future Shop went bankrupt. This is my first and last purchase ever at Best Buy.

DO NOT PAY FOR THE EXTENDED WARRANTY, unless you plan on spending 300 dollars to get your phone fixed when a broken screen can be done for 100-200. I hope that people realize what a money sucking cancer Best Buy and the geek squad are, and that people stop getting their money stolen from them. You could try to blame this on my ignorance, however I assure that the person selling me the warranty never mentioned having to pay an extra 150 dollars to get the phone fixed, and in so forced me to either pay another 150 dollars or keep my broken screen. I never got my screen fixed, and do not plan on giving Best Buy any more of my money than they have already leached away from me.

I spent over 30 days and countless hours trying to get anyone to help me. Every time I called I had to go through my story over again. It was nearly impossible to speak with a supervisor and no one followed up. It was like ground hogs day. Each call averaged 60 minutes with wait times of up to 20 minutes. Dropped phone calls occurred several times and no one called back so I had to call and go through everything all over again! The disconnect and convoluted system was absolutely shocking. I could not believe a company as large as Best Buy could allow this to happen to their "valued customers." I will never again buy from them. No excuse for what I went through to get my money back. NO EXCUSE. Stay away from them.

So the assumption is that there will be never third time hardware issue and I will never get replacement for Surface. As after two time fixing the hardware there will be no third time to fix hardware. It always will be a software. Please if you buy anything from Best Buy, purchased your warranty through actual manufacturer as all manufacturer give warranty on their product if they have been bought with 30 day. Apple, Microsoft, Dell or any appliance manufacturer.

It's been 2 weeks since then and when I called, the girl said they are still in the stage of ordering parts and that they could have them already or they could take up to 7-10 days to get there. So they have no clue what's going on. I have no clue what's going on, and I'm moving halfway across the country in less than a week and thought for sure I'd have my laptop by then, obviously not now. Don't trust Geek Squad with anything. They will lie to your face and you will pay dearly for it.

The part itself was only $12 and is an easy fix. That's when I discovered the history of the repair and how the washing machine had been altered from factory spec to the point that there was no plastic wire harness for me to connect the part to. I called Best Buy asking them to make this right because had the repair been done correctly, they would have connected the thermistor the way it is intended to be, by the harness, and not by cutting the wires and twisting them together and securing them with tape.

I started with a Geek Squad manager at the local Best Buy where she had purchased the two units. He escalated it to corporate and told me they would call. They never did. I spent the next month talking to corporate customer service reps Collete, Paula, Brittany, Kristen, and a gentleman who after 20 minutes of explaining my case again, became disconnected before I could get his information. All were supposed to be setting up the repair just to put the factory wire harness back on (I told them I had the part and would do the actual repair) but somehow they all were setting up the appointment and there would be no follow up, nothing.

Finally I spoke to a corporate supervisor named Chloe who told me there was nothing they could do for me since the repair had been outside their 90-day guarantee period. There was no way to know within their 90 days that the repair had been done incorrectly because the wires had not come loose until a year later. All I had requested was for Best Buy to bring the washer back to factory spec, I wasn't asking for a handout or a free repair. Very disappointed and will do all future business elsewhere.

At this point I was pissed. I asked then "why am I paying Geek Squad almost $50 a month?" All she could do is refer me to Samsung. She did, she sent over two reps to help me. They told me to take my phone back to Sprint. I told them Sprint has nothing to do with it. He assured me that they will fix it and bill Samsung since it has been less than a year. Needless to say they did not file my claim and off to Sprint I go.

They looked at the phone and said they can repair it on the spot. They asked if I had insurance, for the first time ever I said "no". They would have to charge me $75. So I had to send my phone to Samsung and be without a phone for a week or so. Geek Squad is a waste of money, paying for coverage when they can't or won't fix my device.

My problem is not the fact that we do not have username or password for the device, my problem is the lies told to make the sale. We would have never bought the device from them if we had to wait for it for 3 weeks when there are other companies that do work a lot faster. We just didn't get what we paid for. To add insult to injury I place a call to Geek Squad and I get the same treatment from the representative. He actually hung up on me! I have a very upset toddler with no iPad due to the shady business practices given by Best Buy and Their Geek Squad.

Best Buy remains in business because of home installation, and if this represents their future we will have another non-customer service oriented company go down the drain. Each call on hold between 45 minutes to 77 minutes. Then they tell me the 9-17-15 service call was cancelled. The absolute worse company I have ever dealt with simply due to total incompetence. Its a good thing they have strong internet competition as I will never use BEST BUY or GEEK SQUAD again. It's a company that just can't get it done.

The tech at the Monroe store looked the computer over carefully (one-half-hour careful), and verified that the unit was indeed covered, but that the repairs were above and beyond the services offered at the Monroe/Woodbury store. As a result, he further explained that he would be sending the unit to another state for repair (all this occurred on 8/25/15). On Sept 3rd, I received a call from the same tech at the Best Buy/Monroe store, and he explained that the contact was a courtesy call to explain that the unit was in repair (damaged hinge and a case separation), and that as soon as the tech ran a diagnostic, the computer would be boxed up and shipped out. So, everything up to this point was as expected.

Now, the bad. Today, Sept 12th, I contacted the Monroe, Best Buy/Geek Squad, to find out the status of the computer. A female tech explained that my computer was not covered under warranty and that the repair technician (out of state) has not even begun the repair because he is recommending a complete replacement. SO, suddenly, I am no longer covered, and the Monroe/Best Buy lady is telling me, "We will do our best to give you a great price on a replacement computer!"

Of course, at this time, I decided to contact the headquarters of Best Buy, figuring that they would resolve this matter, but they simply gave me that "each store has its own rules and policies," and explained that I would need to resolve my issue with the Monroe store; but she assured me that my complaint was duly noted (what a relief). To add insult to injury, I think it should be noted that I am a high school English teacher who uses his computer quite a bit; and as a result of this whole debacle, the open of this school year has been more than difficult without my own computer at hand!

Best Buy needs to take care of this issue the correct and business like way. In this age of electronics and tech savvy folks, how is it possible that no one knew the unit wasn't covered when I dropped it off? Also, why did they contact me on the 3rd explaining the unit was in repair and would soon be shipped, only to contact me today, the 12th, to say the unit hasn't been opened and I have to now buy a new unit (especially when the unit I dropped off worked!)? I can't help but feel that this is a boo-boo on someone's part, and they are simply trying to cover it up.

These large corporations need to stop pushing the small folks around. I, my wife, my mom , and many others in my family have purchased computers and many other products from Best Buy. This is no way to treat a return customer. If this is not resolved, I will not only stop shopping at Best Buy –I will go out of my way to ensure that those I meet know of all this ridiculousness. Really, enough's, enough! I want Best Buy/Geek Squad to repair or replace my computer, as they said they would when I dropped it off three weeks ago! Completely disgusted and annoyed.

I have built-in speakers in and outside my home, needed an amplifier to play them. We moved recently and received a 10% off card from them. Later when I purchase sound equipment they told me they cannot use the 10% card on audio. Whatever. A Geek Squad "designed expert" for stereo systems came to my home. He was HORRIBLE. He wanted me to get the best amplifier and most expensive. Fine but was holding his iPad so tight would not share his information that he was reading from. At the end of the hour consultation he quoted me $2,500 in which I almost choked. Which is why I wanted a printout of what he was quoting from his iPad.

He would not share me any info but talked fast. I told him to slow down and go over each expense so I know what it is I am to buy and the cost - he again talked very fast. I stopped him each step of the way and at the end of his speech said one item was a HDMI cable for $85. People, an HDMI cable cost $10 and I have five already in my home. I asked for a copy of what he was reading so I know what I actually need and what I could do without. He said he would email it to me but was so rude about it and withholding I was angry. He left my home. I later went to the store with my husband to purchase the equipment and schedule a setup service. This experience was HORRIBLE and unacceptable…TWO HOURS and a half of ringing up the equipment. I had to remind the employee working in home theatre to take off $100 I paid for the consultation. Best Buy policy is to apply the $100 consultation fee to the equipment.

He "forgot" to do it and it took him an hour and half to correct the problem. He called the manager twice and then started inputting fake costs to equal the $100. I looked at the receipt and I did not see the $100 coming off and was told the computer system would not do it so he had to manipulate the prices of other items I purchased to do so - he added for me “to trust me” that the $100 was applied. I saw on my receipt a $75 delivery charge and I yelled about that stating “It is free to deliver each piece of equipment online. Why would you charge me?”

He said that will come off once they install it. I have to call or come back in to do so. What!! Is he serious? It sounded like he was making this up just like the prices. The receipt totaled $1,300.00 and two and a half hours service. We had our 15-month-old with us too. The worst is coming...when Jeff came to install the equipment (it was delivered to my home prior) He only could install the HEOS amplifier and said everything else was incompatible with my speakers. I spent two hours purchasing it only to have to take it all back. Yep. JP ** the designer who did my consultation did not get one thing right in his design.

After using the HEOS for two days it started smoking with a red flashing light blinking. I had to take off the power cord. I used it the next day and I got streaming errors and it would not play the APP from my iPhone. Then when I was able to operate the HEOS, the HEOS red light would flash. NO JOKE. Total incompetence. When I called Jeff said, "You need to buy a second HEOS and get impedance matching knobs." I called Best Buy and demanded a new architect come back and redesign my system. Another stupid designer came out and said what Jeff said - I needed a second HEOS and impedance matching knobs.

I decided to call Denon (makes HEOS) and they said I would need four HEOS and that design is incorrect. HEOS works well with at most 4 speakers and I have 16 speakers in my home. The Best Buy architect could not even count the speakers in my home correctly. Then I later learned I already HAVE IMPEDANCE MATCHING KNOBS. It would not make sense to have speakers without these knobs. Therefore, Best Buy wanted me to spend an additional $1,800 for knobs and a second HEOS when both equipment would have failed. I didn't need the knobs and the HEOS would have been overpowered like the first one was. The designer promised me if I bought the second HEOS my speakers would work without a doubt. Thank God I got another designer from Telesis Electronics to take apart my knobs and let me know the truth.

He called the company of SONAS and said I would need speaker selectors to turn on only the speakers you want to control the volume impedance factor. I told Best Buy designers that JP was a disaster and told me everything wrong. Please don't build on top of his mistakes. They each backed up his design until the Toeless came into the picture - the last designer from Best Buy retracted and said “I offered you a totally new design and you would not take it.” Yeah right. I do not trust them whatsoever.

Returning all the equipment was horrible and took over an hour when I had all the receipts. The young man took his time inputting the numbers and called the manager six times stating each action he was taking. Why was he treating me like I was taking out money from a bank? It was horrible. I told them too that the fake prices that were inputted now leaves me short $100 and I want that money back. That took three more people trying to override their computer system.

I will never ever buy even a pencil from this company. I spoke with corporate Brittany to let her know about my frustration and horrible service. She never returned my calls so I called her every hour to get her on the phone. When I finally did after four hours she said she was busy and was the most useless corporate executive I ever dealt with. She did nothing for me and never cared about my customer satisfaction. Get this, her title is Customer Relations Resolution manager. I can't stop laughing.

When the geek tech arrived at noon on Sept 4th, 2015, the only thing he had to do was diagnose why there was no sound coming from the sound bar I had physically installed with the rear TV mount brackets I had previously purchased from Best Buy. It turns out I didn't realize I needed to remove the two plastic covers on the ends of the optical digital cable that routes the audio signal from TV to the sound bar.

As soon as the plastic covers were removed and the optical cable plugged into the TV and sound bar, we could hear sound coming from the sound bar. The only other item that needed to be completed was hooking the AC adapter power cord to the sound bar. The supplied with the sound bar wasn't long enough to be plugged into a wall outlet and routed to the sound bar input power jack. The Geek Squad technician indicated he didn't have the necessary extension cord in his truck, but showed me a picture of what I could purchase to complete the power hookup to the sound bar

The next day purchased the extension cord I needed and finished the electrical power hookup, tying all the excess length wiring with plastic wire wraps and neatly concealed all the wiring behind the TV. This was also not completed by the Geek Squad Tech. I went to The Best Buy store in Mentor Ohio on Sept 4th to see if I could get a refund for the $149.99 TV setup. The customer support said they were not authorized to give refunds on Geek Squad service calls and suggested I contact their "corporate office". The number was the same as the number I called to set up my appointment. The person I called bounced me over to a Geek customer support person who in turn passed me on to a billing person. Geek Squad billing indicated no refunds could be given because the service as they saw it was "completed". In fact it obviously had not been completed.

Since Best Buy was so unwilling to give me even a partial refund, I have since asked my credit company to give me a full credit for the charge of $213.98. This same amount will be charged back to Best Buy. Needless to say I will not be doing any more business with Best Buy or Geek Squad. I have purchased thousands of dollars of TV's and other merchandise from Best Buy and had the equipment I purchased from Best Buy installed by the Geek Squad. They have lost a very good customer forever.

I went to the store with my husband to check out the equipment JP mentioned. The sales rep spent two hours in the store with us because the computer system would not take off the $100 consultation fee I paid for. If you buy equipment you get the consultation credit towards the purchase. It was a mess. I scheduled a set up for the equipment to be installed and they charged me $100 to deliver the equipment. I could have ordered it myself and got free delivery. I said this is wrong. The man said once it is delivered, to come back and he will credit my card for the delivery charge. The guy came to install the equipment and found everything we bought would not work with our system. I returned EVERYTHING but the amplifier. He said "you have one zone not two zone system." Had to go back to the store to spend another hour to return everything.

It was a nightmare because three people could not figure out how to return the $1500 equipment. Then the amplifier two days later had a red light flashing because it was overpowered by 16 speakers. Then I got streaming errors on my phone and then I got can't download errors as well. The amplifier was incompatible with the system. Wanted a new architect to come out and redesign my system and start all over. I demanded free service. A new guy named Fred came out and said I needed two amplifiers and impedance knobs. I would need to spend an additional $2500 to make my speakers work. I almost passed out again. I already spent $1000 on the first amplifier that overheated and shut down due to over powering it.

I had an independent guy come out who owns his own company. He said I have impedance knobs and the amplifier I have is known for being finicky. "We stopped selling this type. They caused many problems." He also said as he took apart my knobs in my home that I needed selector switches. Later he called the company who made the amplifier he was selling me and they agreed with his design strategy. It will work. Best Buy NEVER looked at my knobs and three guys could not design a system that made my speakers work. They were HORRIBLE.

I had to go back for the third time to return the amplifier that crashed and burned up spending nearly an hour on the return with the RECEIPT in hand. The manager was nasty and thought I was returning a damaged product. I told him the designers caused it to overload and I demand my money back. I demanded the refund on the services I paid for which cost over $300 to hook the amplifier up. I wasted so much time purchasing, returning and listening to stupid people who can't design a simple network, can't return a product quickly, and can't figure out the computer system to give me the money back I paid for.

So 2 trips to Geek Squad and one phone call later I was told they no longer replace chargers that I need to purchase one. Thanks for wasting my time. Now today my phone has another issue. I've had it for 13 months and the callers on the other end sound like they are in a tunnel. Reset phone and made sure all backups and updates were done before contacting Geek Squad. I must file a claim and they will send me a refurbished phone - trying to file a claim and here I sit for the last 40 minutes waiting for them to send me a verification code so I can file the claim. Worst customer service I have ever received.

Original Review: Aug. 31, 2015

I took my pc in with Windows 10 problems and some remnants of a virus. I tried everything at home. I explained all of this and was ASSURED by Best Buy they could fix it if I bought $200.00 Geek insurance. They just called, can't fix it, and the tech I spoke to had pc knowledge of an eight yr old. Terrible Terrible place.

I called at 10:00 am on a Sunday morning, let them remote into my computer, and between wait times and having to change agents they were still working on my computer at 9:00 pm. THEY LOST ALL MY CONTACTS. Emails started deleting and disappearing... that's right; I can't find them anywhere. My computer is a MESS thanks to the Geek Squad. I canceled my membership yesterday. I don't think any of them know how to fix the mess they created, and I have to hire another service to clean it up. I have used Geek Squad in the past for things like in-home new computer set-up with no problem. But I have been extremely disappointed with them these last two months and am quite angry over the problems they created. Some important emails were permanently deleted, to say nothing of my lost contacts. I now have to spend more time and money fixing the mess created by Geek Squad.

Original Review: Aug. 28, 2015

I went in with a 3 month old computer that had malfunctioned. The clerk said "we will send it in for you to the factory." I asked if they had a loaner program. He said "Let me check." He went behind a wall. He then came back and explained my 1 year Geek Squad warranty started in one year after the manufacturer's warranty was over. I asked him if at the time of purchase this was explained to me. He got visibly despondent. He went back behind the wall and came back again and said "well you could send it to the Geek Squad repair center." After this I understood he was fraudulently representing the product I bought as to not incur the repair expense.

The manager told me they had a repair center and that they could repair the computer and protect the manufacturer's warranty. I agreed to send my computer there. I contacted the district manager who agreed there was some mistakes and sighted poor training. I knowing full well that computers came in all the time for repair and many of them were under the store warranty that the clerk as well as the employee behind the wall were in collusion to commit fraud. I asked for a refund and a gift and I still would like both. They offered a $50 gift card and to expedite the repair, I and said they would expedite the repair. I know this sounds resolved but I feel a larger gift and a refund is appropriate. I will contact the manufacturer.

Week later, I was charged $113.00. So, I called in asking about this since my phone was never mishandled. The rep informed me that he was looking at the pictures from the depot and that the note stated "dented case"--the phone paint had rubbed off in the corner a little from being in the case--he even stated that I should be getting the refund and was going to give my number to a supervisor to call me back about. Next day I received the call from the supervisor. I told him about buying the open box phone, and what the other rep has told me. He began to say that it is not noted--dented case--but that the "screen is lifted" and that I will not be getting the refund.

DO NOT get their warranty. Money game.

I called back over a week later and nothing had been done. A few days later they called: "It needs a new hard-drive, and oh, we lost all your data. The hard drive crashed as we were running diagnostics. Was there anything you wanted on there? Because it is unreadable and we can't get it back. You might be able to take it to a specialist but it could cost you up to $1000. Can we put in a new hard drive for you?" Not only did I lose my pictures and files and everything, but also my Microsoft suite which I had paid hundreds to install and need for work. No apologies, no acknowledgment of any fault. They charged $200 for a NEW hard drive and backup disk. I was too shocked and overwhelmed to put up much of a fight at the time, but was really upset. They also said there was no way to fix my missing keys unless I got a whole new computer. This was a month and a half ago.

Yesterday my RAM failed. I DID NOT go back there. I went to a local computer repair shop in Attleboro. He checked it out and figured out the issue in 30 seconds, opened up my computer, saw that the Geek Squad had put in a second-hand hard drive after telling me and charging me for a NEW one, and my computer interior was so dusty and dirty. Geek Squad had not even bothered to clean it! So it was overheating, which was the initial issue, not the hard drive. That is why my RAM failed too. So he literally fixed it right in front of me on the spot, cleaned it, and it only cost $40, plus he will reinstall Microsoft for free. Oh, and he can repair my key pad. If you want real solutions, real people, and reasonable prices and wait times, go anywhere but Geek Squad. I am never waiting 10 days to get ripped off and have all my stuff destroyed by them again!

Once I had dates on the items that I needed to address, I contacted the agent to advise so he could plan in advance and not feel pressured at a moments notice. He asked for that I call him on Monday after 10am and he would work to schedule me. I contacted him on the specified day/time via phone and subsequent text. His response was that he would contact me the next day. He did not. I reached out mid-morning. He responded stating he had a job and would advise later in day. Late afternoon, he sent a message to determine when I'd be available at which point I responded. He replied back with a message that made no sense/was not clear. I responded with an inquiry and he never responded.

I proceeded to call Geek Squad for assistance, but the appointment was locked and they could not schedule until the agent released. They emailed and called rep and told me they or he would call me. Two days later, no call. I called Geek Squad back and the item was open to schedule. I asked to speak with a manager to discuss my customer service concerns. I was told that a note would be put in the system to call me ASAP. No call. I would not recommend Geek Squad. The agent knew my frustration level, assured follow up to assist and then proceeded NOT to follow through.

This is not the first time I have had problems with the Geek Squad. The first time I left my P.C. there they told me it would be done the next day and lo and behold it was not. If you make an appointment, or are told that it will be done the next day... it NEEDS TO BE DONE! If you are behind, or find that your business is operating beyond capacity, then hire more employees. This is basic customer service and it avoids the irritation of driving to a business and finding out that your computer is not finished as promised. I paid a lot of money for this service, and I wish to get my money's worth out of it, however, if this is the kind of Customer Service that I can expect to receive I will happily give my money to someone else. Best Buy, I highly recommend that you take a good long hard look at this part of your business and either cut it from your offered services, or fix these problems because from the reviews I have read I am not the only person that is angry.

On the day of my onsite appointment (Friday, 8.21.15) I received 3 phone calls from a technician named Steve (no surname provided). He first suggested that I take my computer into Best Buy for repairs. I told him that this was not possible. He then called back to inquire if my mid 2010 iMac was under warranty. I told him that it was not.

He called again and said that he did not have the tools necessary to disassemble my computer and that I would need to take it into a Best Buy store for repair. I pretty much hung up on him. I then called Geek Squad to reschedule an appointment. I spoke to a very lovely person who rescheduled an appointment for same day. It is now after 7:00pm and I am still waiting for an onsite technician.

They just have a snotty attitude because the surveys that you complete have no impact and obviously management at the top does not care. I will be calling my father later on in the day to get the information. All I know is that his system is operating fast and he has no issues with malware or viruses and they cleaned up his computer so good (he had issues with Windows 10 setup - he lost all his files and they helped him recover those files too). BTW, they cost about the same as Geek Squad service.

I left the store, contacted Apple (my phone is completely unusable, mind you - the touch screen doesn't work and the colors bleed together), and they told me since I dropped my phone, I need some sort of warranty program, since I didn't get Apple Care. Apple said they couldn't do anything without it costing. I didn't want to go back to Best Buy and wait in line AGAIN, so I ended up using my husband's phone and calling Geek Squad. A long phone call and $216 later, I'll be getting a replacement phone in 2-4 business days. Then I find out it's a refurbished phone. Well, why then am I still paying monthly for a NEW iPhone 6 plus on my Sprint bill? What happened to the benefit of getting Geek Squad over my phone carrier and getting a replacement phone immediately?

To further the issue, I filed the claim with the agent over the phone, then went online to confirm, and it says I have a cracked screen. I do not have a cracked screen. Since I dropped it (to which no physical damage was done to the phone), the colors on the screen have bled together and the touchscreen doesn't work at all. I can't do anything to it or with it. I called Geek Squad back to let them know of the discrepancy to what is wrong with my phone and they told me "it doesn't matter." So hopefully I won't have an issue when they receive a phone back without a cracked screen. The phone is completely unusable and I am without one now for 2-4 business days (which is horrible since I own a business and have clients). I was completely mislead when I purchased the plan and am a very unhappy customer!

After another two weeks (after hearing nothing from Geek Squad), I called them again. Customer service told me that they could contact the repair center for an "escalation", but that they didn't explain what that was. When I asked for an explanation of the "escalation", the customer service agent said she couldn't help me and hung up. I had waited 30 minutes on hold. Needless to say, I was unhappy.

I next called the store I actually dropped it off at and I spoke with an agent, who finally explained the issue and set up notifications so I could stay informed on the status and ETA. He seemed to confirm that Geek Squad has a serious customer-service problem. We're five weeks in now and I still don't have the computer. I think that, if I had been kept in the loop, I could have managed my expectations and mitigated my disappointment with Geek Squad. But I was kept in the dark and am very disappointed.

On top of the bad service, I have received bills from them over this last three month period with late fees because their employees didn't do their job, and now I have been informed they will not refund the late fee charges??? On top of all this whole mess, when you call their customer service, just reaching the right person is a hassle; you are made to wait 20-40 minutes to speak with anyone. If that even occurs, most often they will hang up on you and you have to begin the process all over again. WHATEVER YOU DO, DO NOT USE GEEK SQUAD! Their service is so poor I can't even rate it.

Here's how my issue went. My computer was working, just running a little slow. I brought it in to Geek Squad (I have a tech support warranty, but not a hardware warranty). It was checked into Geek Squad, and then closed out unexpectedly. They called me back in, saying they would need to ship it out-of-state to get it repaired. Almost TWO WEEKS later, I get an email saying I should call them back. They state that the computer (which was working, mind you), needs a motherboard and hard drive replacement, which will cost almost $1,000.00. At this point I'm sorry I ever went to the Geek Squad, and will not be returning. Bear in mind this repair that will cost almost a grand (and has taken a couple weeks so far, and it's still not repaired), is for a computer that cost $1,200 brand new.

Oh and at the last Geek Squad I went to (in Colorado), the customer service (and prices too) just sucked. A day going to the Geek Squad was a wasted, frustrating day. We would stand at a Geek Squad counter for a minimum of an hour each time, and in the middle of helping us customer service reps would often just walk off and do something else in the store. Anytime you visit a Geek Squad, you can expect (a) a lot of waiting (b) a lot of upselling of their services (such as selling you a "warranty" for $150 that actually covers nothing when it goes wrong (c) a lot of nebulous repairs that make you question whether they are trying to ring up extras to make $$. Don't use the Geek Squad. There are local, small, reputable computer repair folks in every town that I'm sure could do a better job cost-wise and performance-wise.

Why should I spend money for this account for someone else to use it. The store should bill her like anyone else so that this person knows there are consequences for her actions. I had to go through the trouble of going to two store, changing my email address, telephone number, and she would get this service for free! The agent said he would leave this for his supervisor and I had to sign a statement not to let this person use MY account. I told him I want to know how the supervisor will handle this. Does this mean any person can walk in and attach themselves to someone else's account? For being Geeks, where is the security. Evidently they do not ask for ID. The part numbers do not match, names do not match, address are different and so are the phone numbers.

When I got home I call this person to let me know I was on to them. They were stupid enough to call back and tell my husband they knew the information was wrong but the Geek Squad said it was ok and it didn't matter. Really, our information is not safe at Best Buy. This person was also pissed that I used her home phone as my work phone. I have been retired since 2010 and just bought a computer in March 2015, so all my information would be up to date in Best Buy's computer, because I still get emails from them, or I was. She is probably getting them now.

I then called back and spoke to one person that then needed to transfer me to someone else, and then I had to explain all over again what I wanted to purchase and she gave me different pricing from the first person, $100 more on one plan and $70 more on the 2 year plan that I wanted to purchase. She needed to transfer me in order for them to honor the price I was told the first time and then I got transferred to the wrong place!!! I told this person that I wanted to speak to a supervisor to explain my frustration and she said the supervisor was on hold. After waiting another ten minutes and my asking how much longer it would be, Alicia hung up on me! This is absolutely ridiculous - the WORST CUSTOMER SERVICE EVER!!!

On August 3rd, past the 14 day mark, the brand new LG G4 phone shut off and would not turn back on. I took the phone to a different Best Buy and the Geek Squad was unable to fix the phone after trying for 5 minutes. They came back with my dead phone and a piece of paper giving me instructions on how to go online and order a replacement phone! They could not help me in any way and definitely don't give you a temp phone to use while you wait for your new phone. I believe cell phone insurance should act like car insurance and give you a temp phone to use in the meantime. No one can go weeks without a phone these days! I was told to go back to the Best Buy I bought the phone from and maybe they would be able to give a replacement phone right then.

I drove over to the other Best Buy. The guy who sold me the phone was not there but the other two guys tried to fix my dead phone and could not help me with a replacement because it was past the 14-day mark. (Remember when you had 30 days to trade a phone in if you didn't like it, now it's 14 days!). After no help, I drove home and went online to order a replacement phone and found out they are on backorder of 5-7 business days! Did the entire batch of brand new LG G4 phones dead?! It's 7 days later and Geek Squad can't even escalate my service request until the 7th business day. They basically told me to call back on the 7th business day (to complain) and then they will be able to track down the replacement phone and escalate it.

I also called LG directly and got the same runaround. They told me to send them my broken phone and a credit card number. They would look at it and determine if it was a manufacture issue. If it was a manufacture issue then they would send me a refurbished phone, not a brand new phone like the one I bought 4 weeks earlier that had died!

In conclusion, I will receive a refurbished phone (still don't know when) and send back my dead phone to Geek Squad. We will continue to pay off a brand new phone with the Verizon Edge plan but we will be using a refurbished phone! I will definitely cancel Geek Squad insurance and sign up for Verizon's insurance. Hopefully in the end this will all work out and we will never have to deal with Geek Squad again. I always knew that I should never purchase Geek Squad when it came to computers but now I know to never purchase Geek Squad period.

On August 3rd, past the 14 day mark, the brand new LG G4 phone shut off and would not turn back on. I took the phone to a different Best Buy and the Geek Squad was unable to fix the phone after trying for 5 minutes. They came back with my dead phone and a piece of paper giving me instructions on how to go online and order a replacement phone! They could not help me in any way and definitely don't give you a temp phone to use while you wait for your new phone.

I believe cell phone insurance should act like car insurance and give you a temp phone to use in the meantime. No one can go weeks without a phone these days! I was told to go back to the Best Buy I bought the phone from and maybe they would be able to give a replacement phone right then. I drove over to the other Best Buy, the guy who sold me the phone was not there, but the other two guys tried to fix my dead phone and could not and could not help me with a replacement because it was past the 14 day mark. (Remember when you had 30 days to trade a phone in if you didn't like it, now it's 14 days!)

After no help, I drove home and went online to order a replacement phone and found out they are on back order of 5-7 business days! Did the entire batch of brand new LG G4 phones dead?!?! It's 7 days later and Geek Squad can't even escalate my service request until the 7th business day. They basically told me to call back on the 7th business day (to complain) and then they will be able to track down the replacement phone and escalate it. I also called LG directly and got the same runaround. They told me to send them my broken phone and a credit card number. They would look at it and determine if it was a manufactured issue. If it was a manufacture issue then they would send me a refurbished phone, not a brand new phone like the one I bought 4 weeks earlier that had died!

In conclusion, I will receive a refurbished phone (still don't know when) and send back my dead phone to Geek Squad. We will continue to pay off a brand new phone with the Verizon Edge plan but we will be using a refurbished phone! I will definitely cancel Geek Squad insurance and sign up for Verizon's insurance. Hopefully in the end this will all work out and we will never have to deal with Geek Squad again. I always knew that I should never purchase Geek Squad when it came to computers, but now I know to never purchase Geek Squad period.

On another note: I had good luck with the Geek Squad installing a TV (I am in my 70's and hauling a big screen TV I cannot do) so I thought they should install my computer. The Geek Squad rep was not as polite as the first one and not as thorough. That should have been my signal that something was different. Well, from reading these posts I see that their service has a lot to be desired. I will now drive the 160 miles to an Apple store rather than the 38 miles to a Best Buy for service. My point in submitting this is that Geek Squad customer service is poor at best and once again the American public gets stung time and again while the company continues to operate.

Geek Squad changed their policy in 2013. You used to be able to get a brand new phone on the spot like with Apple but they were losing money. The Geek told me so repairs are 139. He didn't say contact Apple, he said "my friend does repairs for 155 on your phone same day." Guess what. Apple will fix your IPhone the same day and for only 109 in warranty which the Geek knew my phone was. Scam, stay away. I'm never buying anything from Best Buy or getting their Geek Squad racket.

She then called a young man over. I don't know why, perhaps she didn't know what to do. He plugged in the computer and said, "It's frozen". I told him, "yes, that's why I brought it in".. He looked the computer over, asked the year, then went to his computer and entered the information. He came back and said that he now knew to take the front off the computer to look at the hard drive. I told him that I had decided not to have them do anything to my computer. I definitely did not feel confident in leaving my computer with them. All around waste of my time.

Next thing I get a call and the Geek Squad wants $1,800 to service it. They claimed nothing was covered under their warranty. I told them to send it back to me. I didn't trust them and would never pay that to them since I spent $350 on warranty. The guy's response was that he couldn't guarantee me it would be working when it arrived. Well it better be or I will see Geeks in small claims court. Apple will be the only store I buy my product and warranty from again. Shame on you Geek Squad. Rip Off Squad is more like it.

I was never ever informed that I would be paying another $50 + tax for a screen replacement. So here I am, paying for a useless service which does NOT IN ANY WAY COVER A CRACKED SCREEN! For the $80 plus tax it's costing me for this useless service, I could have replaced the screen and had it back in a day. I would NOT recommend this service. This was a joke and a waste of money.

Fortunately, this story has a happy ending. I went through Toshiba's warranty claim service directly and got the laptop fixed for free (minus shipping). They said the problem was that the memory needed to be reworked. In other words, a memory chip needed to be resoldered or replaced. When done well, the process can require no parts and be finished in a day... Not according to Geek Squad.

So I got an email to renew my software tech program with Geek Squad and I said I would let them fix the WIFI drive. Well two days later I get an email to call the store on 62nd and Broadway, that my laptop didn't pass the hardware test, and they are trying to recover my information on the drive. I told her I have SMART on my laptop and I just ran a scan and there was nothing wrong with my hard drive, and this is the second hard drive they have crashed in two years. She continue with, "A hard drive can crash anytime," which is true to a point. I just ran a SMART scan and I had no issues with the system other than the WIFI.