Geek Squad Reviews

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Original Review: Aug. 6, 2016

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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.