Geek Squad Customer Service
Rated 1.4 of 5 Stars
Based on 103 Complaints

Contact Geek Squad Corporate

Toll free phone number: 1-800-433-5778

Geek squad is now a division of Best Buy. If you have a problem with your Geek Squad services, unfortunately all customer support is now being run through the corporate offices at Buy Buy. Their headquarters address is 7601 Penn Ave S, 55423 Minneapolis, United States and the main service number is 612-291-4189.

Common issues with Geek Squad services range from bad advice, rude employees, shipping delays, and long hold times. Recently the Geek Squad outsourced all of their customer service operations outside of the United States, which has created even more complaints from upset consumer trying to troubleshoot their technology and devices.


Experienced poor service? File a complaint here!

Geek Squad Contact Information

Report complaints to corporate and get satisfaction

  • Geek Squad headquarters address

    • 7601 Penn Ave S, 55423 Minneapolis, United States
  • Company website

  • 1-800 phone number

    1-800-433-5778
  • Better Business Bureau rating

    B-
  • Customer service hours

    24 hours a day on live chat

Browse reviews of other Electronics Stores



Top Geek Squad Complaints

Browse more than 103 reviews submitted so far

20

I purchased a Nest Smart door bell and i was told i can have someone come install it which i paid for $99. That Monday came my appointment was 8am to 12pm no one has came, so i called geek squad to see whats going on. I was told the people at my local best buy store " Rochester Hills, MI " never confirmed the appointment they need to setup new one which i chose to be Saturday 12pm to 4pm because i lost one day of work waiting for this on Monday. Saturday came no one show up i then got call saying " sorry our tech got sick we can do tomorrow morning " Sunday 8am to 12pm " i said ok please make sure that on that one someone shows up its 3rd time now waiting. Well Sunday is today and guess what NO ONE STILL SHOWED UP ! I had to call and some lady said i will give you call with an update to check where our tech is. I can't believe i waited 3 different days and times for someone to come when i paid for, i never had this experience with BEST BUY EVER ! Its seriously upsetting that I'm the one still waiting and need to call for updates and ask WHY NO ONE COMING OR WHY NO ONE HAS SHOWED UP! Im now going to return my Nest Doorbell and have them give me my money back and also the $99 installation i paid for. Very very very upset with Best Buy and who they contract for these things now!

20

Horrible!!!! No customer service at all. Called about my issue since APRIL! They don’t value customers. During my call I was asked for my email gave it to the rep I asked her to repeat it back she never wrote my email down during the entire conversation she assured me someone would email me back! Ha

20

Lornalyn in customer support at 888 237 8289 was awful to deal with. Wasted a bunch of my time. UPS said my address was changing for my replacement phone, which is should not have. She put me on hold for 10 min to call UPS to come back and talk in circles and told me what I already saw on the tracking. I asked her what they said and she said just call UPS! Thats what she supposedly just did! I asked for someone higher up and she hung up on me. So unprofessional. I had to call back and wait even longer to get someone else to help me.

20

I have a contract With The Geek Squad To protect my computer from hackers. After two years I find out from another source that not only have been hacked but several times and had several foreign IPO,s on my computer. Why should I continue to pay for a service that you are not providing?

20

THE WORST SERVICE EVER. CUSTOMER SERVICES OVER THE PHONE IS USELESS DON’T KNOW HOW TO TREAT CUSTOMERS AT-ALL. I think BESTBUY/GEEk SQUAD is choosing people who doesn’t have any skills to deal with the customers. I have like 4 incidents back to back still not resolve, made an appointment for TV repair took time off to be there THE GEEK SQUAD GUY didn’t even show-up or called me to reschedule I wasted my day for nothing. I called the customer service to complaint the GUY tells me I need to reschedule and he can do nothing about it.

20

The worst customer service ever. Geek squad agents over the phone doesn’t even know how to speak or treat the customers. I had an appointment for delivery took a day off for my appointment and they didn’t even show up OR courtesy call for reschedule. I called to complain they put me on hold for 40 to 50 minutes and hung up on me.
I called several times to complain and they all told me someone from upper management will contact you,I still didn’t receive any phone calls from anyone yet. I’m very disappointed with the geek squad agents.

20

The worst customer service ever. Geek squad agents over the phone doesn’t even know how to speak or treat the customers. I had an appointment for delivery took a day off for my appointment and they didn’t even show up OR courtesy call for reschedule. I called to complain they put me on hold for 40 to 50 minutes and hung up on me.
I called several times to complain and they all told me someone from upper management will contact you,I still didn’t receive any phone calls from anyone yet. I’m very disappointed with the geek squad agents.

20

Last week I called best Buy in Patchogue, New York. I wasn't too happy with the person I spoke with so I tried back another time. My dell computer was going Very slow so I called and was told to bring in. I met with a Very lovely girl who answered my questions and it seemed that all will be well, they'll be able to put in a new hard drive and she'll try her best to save the few pictures and documents I had. When I picked it up, the "supervisor" of Geek squad informed me that they couldn't save anything, " Too bad , that's life, these things happen". He seemed like he was in a rush and was very abrupt. I was Upset with the manner he spoke to me, sure it didn't matter to him but I had some pictures, stories that my son had written and my workday all wiped out. No explanation of why this happened to my computer. I just purchased it 3 years prior at the store. Needless to say, I informed him off his rudeness, thanked the other girl and left. I came home and can't get into my workday and was just so disappointed. I don't think I'll purchase another computer with you again.

20

1- 9 hour service window and technician can’t make it on time.
2- knew what was wrong before service call and shows up without the part.
3- Technician very disrespectful and lacked basic knowledge of the required repair.
4- called to complain and placed on hold.... transferred to departments that had nothing to do with the problem. Placed on hold and never returned to call. Recalled and went through the same rounds again.
5- ask for supervisor.... got transferred to rewards points. Ask for supervisor again....2 hrs 50 minutes and same BS.
6- we’re sorry, we won’t be able to help you...... from a supervisor

20

At approximately February 7 I had a LG Smart tv installed along with LG sound bar. I was handed the remote control to the television set was told the sound bar was set up on TV remote. I was NOT given instructions, nor a manual for the television set. In April, the sound bar did not respond to the television remote. When I called LG, I was informed that there was a remote control for the sound bar. I was NOT given this remote. I observed the Geek Squad technician rolling up some "papers" from the television and gathering up loose packing items. I do NOT have instruction manual for television set, its remote, nor instruction manual and remote for the sound bar. I was charged $269 for the instruction. At this price, I expect the instruction manual for the remote controls for both television (LG 55UH8500) and the LG sound bar instruction manual and remote. I will NEVER again use Geek Squad for ANY installation.

20

My Plan with Geek Squad support expires 6/28/19. I am so disappointed in the recent service I received from the Geek Squad at Best Buys in York PA. I purchased this plan on 6/30/18 after the Geek Squad provided excellent service to my HP/ laptop. You will notice the Serial No. on both client copies are the same, but Model No. are different. Because of excellent service last year, I purchased the Geek Squad contract. The issue was different this time, the first time was corrupt hard drive and this time was computer just stopped running. York told me they believed it was the battery and they had to send it out to be fixed and no charge to send it. They said I would be called and if I didn't want it fixed due to cost, I could just have it shipped back to me. When called about the $133.21 cost, I accepted that cost. On April 29, York called me and I told them I would pick it up on Wednesday, May 1st when my social security came in. Tuesday, April 30th, York called me again and I was told my computer was done. Told them I had been called Monday and said I would be in on Wednesday for it. The Geek Squad rep told me he had no record of that and he had no appointment for that and he was booked and would be the only one there that morning and I may be waiting until noon time. Don't they communicate with each other. I went in at 10:00 sharp - 4 service people in Geek Squad area - no other customers - no schedule appt. person. Same man I had given my computer originally and talked to on the phone the night before waited on me. I apologized to him if I was abrupt with him the night before and he accepted my apology. On Monday the man I talked to verified my total bill of $133.21. On Wednesday, when I was ready to pay - the bill had now gone up to $159.22. Asked why - told I had to pay for shipping and other things - I asked for paperwork on it - but was told I don't get it (did get paperwork on previous work done ????). I paid it as I need my computer. I WOULD NEVER RECOMMEND THIS SERVICE BY GEEK SQUAD AT BEST BUY. Greatly disappointed - feel I was ripped off. That young man kept looking at the other service men as he was telling me why the price changed. Communication between your staff needs to be improved. Also before they had cleaned the computer - NOT THIS TIME. I took pics with my phone but unable to download to my computer. If you give me an email address I can send the three pics I have - the paperwork

20

Geek squad is such a waste of time. I went through apple to have my cracked iPhone screen repaired, they sent me to Best Buy with the geek squad. When I arrived for my appointment (that is scheduled 5 days earlier) I was told they were unable to repair my phone because they didn’t have the proper equipment. Why would they let me schedule an appointment if they didn’t have the proper equipment? The guy said sorry we can’t help you. The representative was very rude and aloof. Most ridiculous excuse I have ever heard.

20

I took my laptop computer to Geek Squad Best Buy in Katy on Friday, April 12 due to my Microsoft was having problems updating. I was promised my computer on Monday April 15, 10:40am and told them I needed for class. I went in to pick up my computer at 5:30 pm and it have never been touched. I was detained long enough for them to check out my laptop and run diagnostic. Hardware diagnostic all passed. The back up scan was done while waiting. I feel like this is a ripoff because they are in the business of selling tech support and not repairing computers. I was charged $150.00 for tech support and $19.99 for webroot security which was discounted from $49.99(they say). I will never recommend BestBut Geek Squad to anyone. I had to get to class or would have really caused a scene. Please refund me some of my money.

20

Today my Visa credit card account was charged $24.95 by Geeks On Site for a subscription they say I ordered but I did not. Last month on 3/11/2019 I had them go through my computer, remotely, and remove any viruses and/or malware, spyware etc. that may have been present. My Visa credit card was charged $179.00 for this service and this charge was paid. I was told that this was the total charge. I did not subscribe to any other service as is claimed. Earlier today I telephoned Geeks On Site and complained about this charge telling them that I never subscribed to any "service" and that I did not want it. The lady told me that she would pass this information on, whatever that means, and that the charge would be removed. I do not trust these people, especially over the phone, so I am writing this so that I am certain that this company gets my complaint and I can print out a hard copy.

I purchased my COMPAQ Presario computer and all the peripherals, including my HP F4480 printer at Best Buy store in Portland Oregon. Hopefully this company will treat me right in this situation. Thank You.

20

I have tried for six days now to get a refund of almost $500 to my mother's account for services never performed. She is 88yrs old and scheduled an appointment because of a problem with her computer. After notifying me I called Geek Squad and cancelled the appointment. The same afternoon I noticed that there were two charges to her checking account in amounts of 397.00 and 79.98. A little later in the afternoon another charge appeared for $99. I have called Geek Squad numerous times and told my request has been escalated and someone would be back to me in 24-48hrs. This has yet to happen and I need to continue to call to find out the status. I tried calling Best Buy corporation and was informed they do not take complaints by phone and you need to go online to register a complaint. I am on line now and will find every site possible on line to complain about the Best Buy corporate service and Geek Squad.

20

They canceled my phone protection plan due to "non payments" when money is taken out automatically out of my acc every month, sent me a notification that payments were not being made and sent it to the WRONG email address, and told me it was my responsibility to make the payments when its automatic and when they went getting any payments, sent word to the wrong email address and refused to renew the plan because it was completely cancelled with no way of me knowing about it because they sent it to a wrong address. The service department was absolutely useless in trying to help, and so was the insurance department. Worst customer experience I have ever had now I'm stuck with a broken phone for the next year because of this. Great job geek squad!

20

Never had a complaint about Geek Squad before. This is the first time. At 6:24 pm, April 5th, I called Geek Squad because my HP Office Jet 5740 was not printing. Mariah answered the call. She called me Mrs. Winters. I told her I was not a Mrs. and that she could call me Emily. Then she called me "Mrs. Emily". I think she did that deliberately or she wasn't listening to me, or else she was a moron. I had to yell at her because it seemed that that was the only way she would understand. Anyway, she could not solve the problem so she transferred me to another agent, and she said the wait would be about 27 minutes. It was more like almost an hour. Andres H. finally came on and asked me what the problem was. Well, didn't he read the notes?????? Then, after explaining, he asked me: "what are you referring to?" I have called Geek Squad many, many times before so I know that I can click the red X at any time to end the session. However, with ANDRES H. That red X was not always showing. I told him that test pages printed but not anything else. After he did a few things, he asked me to open up a document. USUALLY, an agent will ask me to open up Word and type something to see if it prints but he did not do that. HE DID NOT GIVE ME A CHANCE TO OPEN UP A DOCUMENT. HE TOOK IT UPON HIMSELF TO OPEN UP ONE OF MY DOCUMENTS!!!! HOW FUCKING DARE HE!!! HE INVADED MY PRIVACY! He closed it then opened it again, and scrolled down so he could read more of it!!!!!!!!!!!!! After that I watched him even MORE closely. He started printing more copies and I kept clicking cancel and the bastard wasn't 'Getting' it. I have HP Insta Ink and I pay for each page that I print. After that, he asked if there was anything else he could help me with. I told him to hold on while I try to print up a form from the internet. So, I proceeded to go to the website, and the form that I needed printing. There were 4 pages but I only needed page 2 of the four pages. HE SAW ME PUT '2' IN THE BOX BEFORE HITTING PRINT, instead of printing all 4 pages. It didn't print so he tried to print again and instead of printing just page 2, he printed all four pages. I kept hitting 'cancel' and he just kept on doing what HE wanted to do. Finally, I said I am done. Thank you. I tried to quit but there was no red X and a box keep coming up that said OK and CANCEL. I kept clicking CANCEL, or tried to X out of that box but to no avail. Had I clicked OK, it would have given him permission to continue having control over my computer. No matter how many times I typed to tell him I wanted to end this chat, he wouldn't. Then he told me to SHUT DOWN my computer in order to end the chat. So, I did that, and when I booted up again, HE WAS STILL THERE! Finally, somehow or other, the box came up where I could click the red X. HE ANGERED ME SO MUCH. HE FRUSTRATED ME. HE INVADED MY PRIVACY BY OPENING UP A DOCUMENT BEFORE HE WOULD LET ME OPEN ONE. HE JUST TOOK THE LIBERTY OF DOING THAT. IN THE BEGINNING OF THESE SESSIONS, WE ARE TOLD THAT WE CAN CLICK THE RED X AT ANY TIME TO END THE SESSION BUT ANDRES H. DID NOT GIVE ME THE OPTION. I WANT THAT BASTARD FIRED. WHO KNOWS WHAT OTHER PERSONAL INFORMATION HE LOOKED AT OR TOOK FROM MY LAPTOP. If you look at the chat, you can see how many times I wanted to end the session but he wouldn't let me. THAT BASTARD INVADED MY PRIVACY. FIRE HIM NOW. I AM GOING TO MAKE A COMPLAINT WITH THE ATTORNEY GENERAL BECAUSE YOU BREACHED THE TERMS OF MY CONTRACT. WHAT ARE YOU GOING TO DO TO COMPENSATE ME?????????????? I will never trust Geek Squad again. NEVER. FIRE THIS GUY. FIRE HIM NOW!

20

This experience was so bad on every level from the in home advisor (Geek Squad) visit through the whole process. I’m not going to waste anymore of my time except to tell BEST BUYS’ customers to be very aware of what a security system cost and the installation cost to any rebates available etc...Suffice to say I will purchase any and all electronics and equipment elsewhere from now forward. I would rate this a big fat -ZERO- if it would allow me to do so.

20

Repair time. order number 00295-311249137 I was told repair would take 2 weeks. brought unit into the store on 3/18/2018.
As of today 3/29 the last update was 3/22 waiting on a part. I talked to one of your phone techs and he told me it could take up to 8 weeks. The tech also told me he had no idea how long it would take to get the part. You find this acceptable?

20

Made a complaint said they would rely within 24hrs .20 days later no reply made a complaint again same response within 24hrs 4 days later still waiting
Have a idea that they are on the verge of bankruptcy so stay away

20

I contacted Geek Squad to install my Ring doorbell. I was never told that 3 party would be use; however the tech (Tim) was third party. He was in regular clothes and vehicle. I left my door slightly open to go get the battery for the doorbell and when I turn around Tim has opened my door and walking behind. I stop and told him my husband doesn't like anyone in our home; however the entire time Im talking to him he is looking at 4 TV'S that is in my dining room. I feel very uncomfortable in my home since this incident happened. I am disappointed in geek squad and feel unsafe in my home. Clearly, Tim is a heavy drug user and Geek Squad needs to take more precautions when using 3 party. I would like to speak with Geek Squad management about this issue ASAP. 8326060748

20

Your company is a rip-off! only 1 repair shop in the whole state of New Jersey! What a waste of money and your customer service sucks, they are no help at all! You have two options; travel 2 hours to get your phone repaired. Or tough shit it's your problem! I can't believe your still in business. All employees better find another job because they're going to go down real quick

20

Date: Wednesday, March 6, 2019 - Repair needed ASAP.....
My home business was out of power due to snow weather conditions for 8 days. When the power came back up my service was not working. I believe it needs re-installed. I called today for service and the first day they can get to my home is Saturday, March 9. Which was good since I work 45 minutes away from my home, and will be there on Saturday. Then they call me back to reschedule for Monday, March 11, I will need to take time off from my job in town to meet the Geek Squad which is not except able.

I purchased Geek Squad service because my home is 35 minutes from town and when I need service for my business they told me they would have 72 hours service available. This is the first time I have needed to use the service since I purchased it when I had them do my initial install of my system. If this is the type of service that is provided by the Geek Squad I am submitting a formal complaint and will post it on all social media to not purchase this service.

I need my service up and running tomorrow for my business, that is Thursday, March 7th. I even asked if they could meet me in the evening and I would be happy to leave work early to meet them, and they had nothing.

I would appreciate a quick response.

Tami Oar
541-915-3102

20

I am completely disappointed in the customer service I received when I called on Sunday, March 3, 2019 at 11:38AM. I called due to my renewal. I called Geek Squad because I received a renewal charge on February 28,2019. I explained that I do not have this computer anymore and I do not need the support and that I have not had this computer for 3 years. The customer service rep said they would credit my visa card but when I asked about last year's charge I was floored how he spoke to me. I tried to explain that I called last you in February of 2018 to cancel the renewal as well. I never received the credit to my account. The customer service person told me that I didn't call and that he needed to transfer me to a different department regarding a call made in December 2017. I then asked to speak with a member of management. He was not listening to my concerns about last year and again receiving another charge for this year as well. He was so rude!!! I could not believe this person represents the care to Geek Squad customers. When he transferred me, the supervision picked up the line and I kept saying "hello" and I could hear them talking and laughing about my call. I couldn't believe it. When Marky, the supervisor came on the line. I told her I could everything they were saying. She said that she couldn't hear me. She was lying and trying to cover for her poor customer service and bad behavior. I tried to explain the reason for my call and I never received the refund from 2018s renewal. She said I never called. I told her I did and for her not to call me a liar. After her behavior her credibility was out the window for me. She began to yell and asked me if I was ready to listen. I am shocked this she is a member of management and would speak to a customer in this manner. I would like for someone to call me. Her behavior is a horrible representation of Geek Squad and was in shock. I was called a liar and asked if I was ready to listen. I hope my call with her is reviewed and used as a learning lesson of how not to treat or speak to your customers. I am requesting a refund from the 2018 renewal which I did call to cancel and never rendered any services from. My husband and I are faithful customers of Best Buy. This experience holds now many questions in our minds. My number contact is 209-406-0758. Please reach out to me. Thank you!!

20

My checking account was charged today for a renewal fee that I did not authorize. This $199.99 needs to be removed from my checking account immediately. I can be reached at 302 542-0077

20

Took my MSI laptop to be repaired. I had no way to repair it. It was stuck in auto repair loop. I made an appointment and took it in, Tuesday 2/25/19 to see if they could help. I get a call that evening that the problem was fixed and it was only the operating system had to be reloaded. I make another appointment to pick it up on 2/27/19. So I drive all the way there, they showed me it booted up. I was like great. Then as I was checking out the person that I talked with said there is a $100 fee. I was like what???? I just wanted my laptop back because I do work on it. Then as she was ringing me up she said "Wait, they came me a complimentary 1 time service." So I brought the laptop home, started to work on getting all the drivers and software back on and updated. However, I noticed that I only had one drive now. I had a SSD with 256GB and a HDD with 1 TB when I bought it. It even says so on the sticker still on the front of my laptop. Now I start to load things back on and notice I no longer have my 1 TB HDD. I have only 256GB. Now, I'm going to make another appointment to just drop it off. Who knows how long it will be gone again or if it will really be fixed this time.
I'm not the healthiest person right now, and I am going to have to waste two more days dropping it off and picking it up. Plus probably many more days to fix it right this time. Hopefully that is. I don't think that I am going to buy geek squad protection anymore on anything I buy from Best Buy. Never going to buy a laptop there either.
Very poor work.

20

After a 1 & 1/2 hrs. on the phone, I asked the Geek if she could fix it. She said, "I can and can't '". It was not in her job description. She transferred me to a technician, who after about 5 hrs. seemed to fix the problems I was having. My screen was too large and my print was too large which was one problem I had. It seemed like everything was fixed until I turned on the computer the next day and the screen and the print was still the same, too large. I then asked the Geeks online to fix it. They told me that my computer had serious problems, and I needed to bring it to Best Buy or have someone come to the house. I refused. My son happened to come by that evening, and he fixed it in 5 minutes.
A few days later I had an ad for I think "Slim Cleaner" which came on my computer and froze it. I couldn't get rid of it, unless I clicked "ok" or turned the computer off. Again, the Geeks said they couldn't fix it, I had to bring the computer to the store. I have a Dell computer that was purchased at Best Buy in Nov. 2018. I paid $180 dollars for tech support for I year, and I would like a refund because of the poor service from the Geek Squad.
I am an 86 yr. old woman whot felt that I needed sopport when things went wrong on the computer. The Geek Squad DID NOT provide that for me.

Mary Hungerford

20

Geek Squad lost all of my photos. They created a new library, but not all of the photos downloaded from the Cloud. Now the ics are back, but the dates are all wrong. After having it for almost a month, they told me that they cannot fix the dates. They have totally screwed up the timeline of my life in photos.

20

Geek Squad Customer Support

On Saturday I purchased an Epson wireless printer (WF 3720) from Best Buy (Store #349) and attempted to install it. I spent all day Saturday and part day Sunday trying without success. This evening I returned to Best Buy to schedule an appointment with a Geek Squad technician to come to my home to install the printer.

The person how helped me, D. Simran, apparently a manager of the Geek Squad for this office, was extremely unprofessional. She would rather assist her employees than her customers. Being a manager myself, I understand the need to assist your employees, but I also know that assisting customers is even more important. Because she was in constant communication with her employees, I was unable to ask questions or provide further information regarding how to get to my property (I live in a gated community). On my way out of the store I stopped by the service desk and asked if I could speak to a manager. Guess who the clerk called, Ms. Simran. I explained to her why I was unsatisfied with her service and her response seemed to be somewhat aloof.

Sincerely,

Earl Maciel
916 347 8673

20

Tech worked on comp last night, now even my email has popup blocker on it!I tried contacting then this morning - got no reply!!! If this is how your company works I will not renew my service contract!
Comp needs to be fixed NOW !!!

20

I paid extra for the Geek Squad Protection. I told the salesman why I liked it. I could always count on them when I had a glitch or when my computer was slow. The first time I go to use it I find I don't even have it. Makes me think the salesman just wanted the sale. Below is what I found out.

rmccadden@live.com:
I paid for geek squad upon purchase
10:00 A.M.
Agent Scarlett:
As I can see you have geek squad hardware plan.
10:03 A.M.
rmccadden@live.com:
Perhaps under wife's phone, 8645696365
10:03 A.M.
rmccadden@live.com:
Then salesman didn't explain. I have always had Geek Squad protection on all my computers.
10:04 A.M.
Agent Scarlett:
Okay Kindly give me sometime to check
10:05 A.M.
Agent Scarlett:
As I can see you have hardware plan active on your number and the issue you have for that you need software plan.
10:12 A.M.
Agent Scarlett:
So to continue with our services today you'll have to be entitled any of our plan if you want to I can explain you about our new total tech support plan.
10:12 A.M.
rmccadden@live.com:
Ok if my computer falls off table I can get it looked at.?
10:12 A.M.
Agent Scarlett:
Yes.
10:13 A.M.
rmccadden@live.com:
Ok
10:13 A.M.
Agent Scarlett:
Would you like to know about our tech support plan?
10:13 A.M.
rmccadden@live.com:
Don't trust agents or sales people anymore.
10:14 A.M.
Agent Scarlett:
Sorry for the inconvenience I really don't know that sales team didn't give you details of your plan.
10:15 A.M.
rmccadden@live.com:
I'll gladly copy this to corporate and social sites. Wouldn't want anyone confused on what they are getting.
10:16 A.M.
Agent Scarlett:
Is there anything else that I can assist you with?

40

I had my laptop repaired and my hard drive backed up, I was told all updates would done as well. I picked up my laptop on Jan 31, 2018; however, when I got home and started working on my laptop a pop up came up saying restart your computer to finish the update. No biggie I thought, so I did. Unfortunately, the update never completed and was stuck on 81% complete. I went to the online chat and explained what was going on since I picked up my laptop. Paul advised me that I had two choices. I could pay him $39.99 to fix it online or I could take the laptop back into Wilmington and have them look at it. I explained that I was not able to go back into Wilmington & this update should have been done and would he not fix it? His response
Agent Paul:
No As you are not been entitled with our any support plan we cannot take the system remotely.
10:51 A.M.
Not a happy camper.
Laurie Wammack
Service Order 00378-310087457 picked up Jan 31, 2019

20

Nasty customer agent

20

My complaint is w/ the manager of the Geek squad of the Hendersonville Best Buy in NC. A young woman w/ long dark hair. My complaints are general incompetence, extreme rudeness.

At check in w/ two helpful people, I explained that my laptop had a virus on it and that the remote geek squad had failed to fix the problem and I was experiencing the same error message as before that the "skype program was in use". The next day I was unable to access the internet on the laptop after it was turned back on. I explained to the check in crew that I needed the key codes of the Adobe software on the laptop or needed to have that laptop working, that the virus issue was not resolved. I did purchase a new laptop as a backup, and they said they would work on the old laptop and transfer the data to the new laptop, but that there was a possibility that the old laptop could not be saved.

The manager checked me out and brought out the new computer only. I said where is my old laptop, since this is the main reason I came down here. She acted like she didn't know what was going on. She said no body said anything about doing work on the old laptop. She then showed me the paperwork on check in. I said I don't care what was recorded, I only know what I asked for and what I was assured at check in. She went into the back and found the old laptop. It was clear they had not worked on it, I said well, please do the work on it. The manager said it was a health hazard and she would not let her staff touch it. (First of all, it was not a health hazard!!!! It just wasn't in pristine condition and don't you folks have stuff to clean it in the back?) She said to clean it up and she "may" work on it then. My feeling was she was "pulling something" and blaming me for either her incompetence, self entitlement, or trying to yield some sort power. for herself. She was definitely condescending and rude all threw chirpy clenched teeth. I don't often recommend this but since she was not quoting any store policy for justification of her actions, I think she should be fired.

When I got home after a few days of working on the new computer, the virus resurfaced. The Hendersonville GS had transferred the virus along with the data to the new computer. I took it to another best buy and so far, thre problem is fixed. They also offered to look at the old laptop and either fix it and or give me the key codes to the adobe software so I could reinstall it on the new lap top.

The GS manager of the Hendersonville store has cost me time and money and functionality for my business. I also had bought $1000 worth of equipment in the Best Buy store that day so I don't appreciate being treated like crap by her. I won't go to that store again.

20

spoke with a agent on 12/22/2018 about a problem with google. He ran tests/scans, and the scan went on for more than four hours. Never called and finally I called the geek number again after four hours.The second person I spoke with contacted him. First person said just take you computer into Best Buy. Rude First person name is Nithyananda

20

Technicians came to do basic audio setup to get a Bose remote to work the TV and the Bose sound bar. Two techs arrived and had problems putting code for Samsung TV into the Bose remote. They could not get the TV sound to be controlled by the Bose remote. They then used my old Spectrum remote to make some progress. I informed them I wanted only the Bose remote to control the TV and the Bose sound bar.

Once they left, I could not get the Bose remote to control the TV volume, and also the Bose sound bar. It also stopped working the Samsung TV. I could get the sound bar to work eventually, but not the TV sound.

I need someone who can program the one remote control tor the Samsung TV and also the Bose sound bar so that it can be used by anyone to work the two devices without an issue.

Thank you.

20

I took my laptop, which I bought at best buy 3 years ago. Was told I needed a new screen. Was told to find someplace that sells them. I finally had to order one from dell, I recieved the screen, called geek squid, made an appointment to have it put in, as they told me too do, took it in, was told they could put it in, today I get a call from geek squid telling me , and I quite, that because I did not buy it from best buy, who d oh DS not sell the screens, that they can't do it. I pay for geek squad, I am still waiting for them to cl me back on this. Your sales people do not know what they are talking about and give out the wrong information on. I am going to stop buying anything from best buy and that goes for. Your dum geek squad too.

Linda lawrence

And once I pay BBC off I will close my account

20

Went to the Best Buy In Las Vegas @ Maryland Parkway and Twain Bought a Lenovo Laptop 2nd week in Sept. Found a OpenBox/Brown Box deal for $128. How bad could it be.... Friends said it was a good computer so I bought it. for the first 2-3 weeks it wasn't bad but the adapter would stick in it and would sometimes drain it than charge, then after that I was getting 15 updates on items every other day, and it would be for crap I didnt want or need and updates on the same things over and over , wifi wouldn't stay connected, things moved at a snails pace and the list goes on. Overall I used it 10-14 days, then in mid Nov the charger tip broke off inside when I was pilling it out... drained my computer the night before and couldn't believe it. finally found the receipt and went to talk to them. ALL I got was I bought it in Sept. It was the open brown box, my fault the the charger snapped off, Nope cant do anything, geek squad girl gave me the same crap and I left pissed (they didn't care, was wasting their time and it was my problem) so, I told them they could keep that piece of crap.It was worthless to me, got no real use out of it and was a waste of money. Left the laptop and the girls were laughing as I walked away.

20

this has to be the worst expereince i have ever encountered went to get my brand NEW computer fixed since the sound went bad and won't play on mine and my fiencee computers to be told you have to leave them for 7 days and we will see if we can fix them....are you kinding me brand new computors. we were told that know one is thier to look at the computor are you kinding me, you have to guys standing there and no one can look at my computor, so i asked for a manager then i got this smart ass supervisor named Ryan Mannis, who then told us sorry you would have to leave your computor and we then can look at it it would take 7 days i askedar e you going to give me a loner since i need it for work NOPE he said go Buy a new one then you can return it when you pick up yours in 7 DAYS. so what kind of service is this, they advistise to bring in your computors and we can fix them after you leave it for 7 days and they go through all your personal information for the next 7 days i just spent over a $1000.00 on two new computors less then 3 months agao and they are already not working. DO NTO BUY A COMPUTOR FROM BEST BUY very bad service and when you buy the Geek Squad Service it doen't work and the customer service sucks and management the worst.

20

Ok, they were pretty good except they came without a bracket to install a speaker, I waited a month and did it myself. I expect much more after spending $6,000.00 on a home theater system. Also the other televisions I paid to get remounted did not work properly. Not very happy seeing as I went in person to the store and asked when they would return - this was in October

20

In July 2018, I bought a tech support package for $199.99 after a technician told me that I can bring any electronic item from home to BestBuy to have it fixed. I asked if the plan covers tablets and cell phones since I own one of each. The technician confirmed that tablets and phones are covered. Today, I brought my tablet to BestBuy and was told the company does not repair tablets, no tablets, no phones. Why a big company like wants to mislead your customers? The only answer I can think of is GREED. Yes you are so greedy that all you can think of is ripping off customers to increase your bottom line.

I told this story to all my friends, relatives, and told them to never buy your tech support package. It's a BIG JOKE, and your company should be called WORSTBUY.

20

At approximately 6:00PM on 12/6/18, I received a telephone call from an "Unlisted" number. When I answered, I was informed I was speaking to "Chuck" from the Geek Squad. When I told him the number he reached was incorrect, he said, "F#@$ you!" and hung up.

20

I have maintain geek squad protection on 3 computers. Last year I spoke with an agent when making my payment November 2017. I requested at that time that they remove my bank account number and please not to auto deduct any more payments. I am very upset because there was an auto deduct done November 7, 2018 sending my account in the negative. I called the 800 number for assistance and i was told I would have to email in a copy of the fee charge. I can submit the information but this should never have accrued. I want to confirm that this does not happen again and my bank account number has been removed.

I was given the email address GSPmonthlybilling@geeksquad.com to email the information. I would like to confirm that this is the correct email address to send the information to since my payment is annually and not monthly.

20

I have been a member for many many yrs paying $33.89 monthly for Geek Squad service. The store and the on line reps are great but I just had a terrible experience. I use my MAC for confidential reports and NDA items, I rely on Bitdefender which is part of my plan to keep me protected. I cancelled my MasterCard just after the Sept 13th charge was taken out, I changed the billing to a new VISA. Today Oct 26, as I was working I noticed my MAC was acting strange very slow and odd pop ups etc I went to run a system scan. It said my "trial " of Bitdefender was over? I went to online geek squad (after waiting 20 + min) they said my account was cancelled? As directed I called the payment dept and they said my acct was overdue? Whoever I spoke to originally didn't add the new card, the rep did today. I asked to speak to a manager to see what happened, he said he was transferring me I waited on line about 10 min the rep came back and said he was connecting me to his manager Ryan, i waited about 20 min more, no on came on the line no music, just dead air. I went back online and a rep fixed my MAC, I have 4 viruses?? I call back to get a manager finally got Ryan ask why I wasn't notified they didn't have a valid card? Email, phone call? He had no answer just sorry you should have been notified. I now have to go to my boss and explain we may be compromised and hope I don't get fired. I'd like to know what happened. Is it your policy not to notify customers when their card expire or are not valid? I am livid over this whole mess (a day wasted fixing it, may lose my job, who knows what info was compromised etc) and I still don't have an answer?! I await your explanation before I start blogging and writing reviews

20

Was 3 days late to renew my Service Plan....3rd year of renewal....5665299992.....Would not do it....Spent an hour two calls to call center in phillipines, one to store(the call center said they could do it....they could not....)

Spoke to Jamie at store, spoke to Billy in call center
NO SATISFACTION

I've spent 1000s of $$, not complaints, no problems----RENEW my account
CAll me 919-633-1145 and get this done.

20

My printer would not print. It said that the driver was not available. I called Geek squad and told them my problem. I was assured that in no time my printer would be working. I was told it would cost me $179.99 to check out the whole computer. I said ok even tho I asked what was the money was for that I paid in January for the year. Was told no record of my payment. Over four hours later, I still have no printer working. A young lady called me and told me to try it. Did not work. She wanted me to give her a number from the printer. I asked where do I find this number. She didn't know where it was. She said on the box the machine came in. My printer is over 8 years old. I don't still have the box. Well then she said check the manual which I have no idea where it is or if I still have it. So I do not have a working printer and I am out $179.99 for nothing. I am a very unhappy customer and I will not use Geek Squad on line again. It was a waste of my time and money.

Elaine Mowen

20

I HAVE NOW WASTED VER 30 MINUTES GETTING JACKED AROUND BETWEEN MORONS IN MEXICO AND THE PHILLIPINES I KEEP REQUESTING TO SPEAK TO SOMEBODY IN YOUR FRAUD/SECURITY DIVISION ABOUT A CALL I RECEIVED TODAY YOUR PISS POOR EMPLOYEE DANICA IN THE PHILLIPINES HUNG UP ON ME WHEN I TOLD FOR HER THE SECOND TIME AFTEFR BEING RE-ROUTED TO HER INCOMPETANT ASS. THERE IS NO EXCUSE FOR THIS COMPLETE AND TOTAL CRAP, RUN AROUND AAND PISS POOR CUSTOMER SERVICE. I FINALLY CALLED YOUR JOKE OF A CORPORATE OFFICE AND THE PHONEE RANG AND RAND AND RANG AND NOBODY EVEFR ANSWERED. NOW, ONCE AGAIN, I AM LIVID WITH YOU PEOPLE! I DEMAND THAGT SOMEBPDY IN YOUR SECURITY / FRAUD DIVISON CALL ME IMMEDIATLY TO DISCUSS WHAT HAS HAPPENED AND THE REASON I AM CALLING THERE IS NO EXCUSE FOR THIS HORSE CRAP ON ALL LEVELS MY PHONE NUMBER IS 702 561 6043

20

I've been paid customer of Geek Squad Service plan for several years (Hagerstown MD) and never had a problem until now. I took wife's laptop in to be fixed (the hard drive needed to be replaced) Dell Inspiron and everything else worked fine. The tech took the laptop apart to check hard drive and as expected he came back - said it did need replaced. So I purchased the hard drive for him and paid him the total for hard drive and to install a new operating system on it. His total came to $152 and some odd cents. I paid for it and left store. That was on Friday Oct. 5, 2018, on Monday Oct. 8, 2018, I received a phone call from Geek Squad and was told that my power supply was bad and I could put money already paid towards new computer. I argued that nothing was wrong with power supply when brought in. I went to store and was shown that it would not come on and purchased a new computer, as wife needed it for her business. I took the old one home and when I took it apart, I noticed that the power button was unplugged from circuit board. I plugged it back up and the computer came on no problem. I was appalled and wondered if they had done that purposely so I would buy a new computer. A computer tech has enough knowledge to hook everything back up when apart or check things when it did not work. I feel I was victim of a scam to sell a new computer. What will Social media think, if I put it out about "The scam of Geek Squad's costing me a new computer when I could have had old one fixed. how many others have been caught in a scam like that. IT IS WRONG and ILLEGAL. As a law officer myself, it is not about the money but principle of the issue and a computer.

20

You can never get an American agent

20

I have a subscription. I called in to get help syncing photos from my phone to dropbox. I was told I needed 2nd level support. I told the call taker that I needed to have the 2nd level support person call me first. She said she made that note. I then went outside to do some gardening as sometimes it takes a long time for 2nd level to get back. After a while, I went inside to check on my computer and find out that "Wilfredo", from who knows where, had already been working on my computer and really messed things up. It took me 2 1/2 hours to fix it, I hope. If I can't speak to someone that speaks native english and will be hanging up and trying later in hopes of getting a call center in the US

20

Geek claim 39645285

Started July 11
Sent phone in Jul 13
Called they said wrong imei number on record I was told need receipt which I didn’t have at the time.
I was told to call store where I purchased, I did they said I had to go to store. Again I did they updated imei.
Jul 23
Called for status imei no. still not updated, requested agent at geek squad to update imei no. again
Jul 23
Called status again told no status it will be 3-5 business days for results.
Jul 24
Called status again they told me a refurb phone will be shipped
Jul 25
Claim #39589667
received refurb phone it is also defective will not recognize Bell sim card
Jul 26

Claim # 39645285
Called Geek Squad again cut-off twice. I mentioned they sent me another defective phone. Asked to speak to supervisor not available, to call back so they say. Asked for Presidents name no one knows. (What’s this all about?) Asked if they could send a new phone? They said no, they would open another claim and send me another refurb phone(this is now been going over two weeks) Is there any thing in your organization called trying to please the customer. From what I have been through I don’t think so.

Jul 28
Have not heard back or emailed on status.
Called Geek squad again re status agent said a supervisor would call back at some point today. Almost a month with out a working phone!
Also sent an email to bestbuy customer service regarding whole experience on Jul 26, have not heard back on this either?

Jul 30

Have not received call from anyone? Place call again to find out what is happening, no one can help as your systems are down told to call back. Here we go again with another call back at some point. This is very frustrating and unacceptable as we are into the third week with out my cell phone or with out any resolution at this point.

20

Unfortunately, ZERO stars isn't an option...

I am 67, retired and trying to live on a small, fixed income.

I called the Geek Squad and an "agent" came to my home on July 18th to fix my desktop (it was connected to the Internet, but not to WiFi). I didn't have Internet access at all.

I was recently out of the hospital after having surgery so I was still weak and in pain.

I think it's inexcusable that you would charge a senior citizen $100 and then NOT fix the problem! I can not afford $100 when the repair is successful, but to pay that exorbitant amount and still not have a working PC is appalling - not to mention poor "Customer Service" (and I use that term loosely).

I am requesting a refund of $100 since no solution or repair was settled for me.

I look forward to hearing from you, but it's doubtful these complaints are read or answered by anyone.

60

I ordered a refrigerator on-line thru Best Buy on 7/9/2018. The refrigerator was delivered and on 7/11/2018 by Geek Squad. I wanted the doors reversed on the refrigerator, but the guys who delivered it said they could not do it (which made no sense to me) and I had to call in and request another appointment . The two guys (don't know names) moved my couch to get refrigerator in, but did not move it back, I had to. Another person did come out on 7/14/2018. His name was Tevin, he said he worked out of the Best Buy near Perimeter Mal (rocked back and forth) in Atlanta. He was hear for over 30 minutes to reverse the doors. He then told me that the hinge was bent and the freezer door would not close by itself. He could not fix. He also did something to the refrigerator while he was working on it because it is uneven. He said he would talk to his manager and they would be calling me back to let me know the best way to fix, either fix the hinge on door or replace refrigerator. I never heard back from either person. I called Best Buy on 7/15/2018 and spoke to a Jim Corbin. He said he would escalate the issue. He did order parts and said they would ship directly to me and he scheduled another appointment to get the door fixed. This is 3 customer visits, 12 hours out of my time..this makes no sense and is POOR customer service. I finally got my refrigerator fixed today. I must say the tech, Nicholas, was very good. He was very professional and fixed all issues I had. But it should NOT have taken 3 visits for this to happen. Best Buy/Geek Squad needs to do better!!

20

I brought my TV in for repair on the 19th of June I was told it was going to take 2 weeks It has been almost a month, I have been calling everyday to see what's the problem and no one seems to know what's going on with this TV, I received a call from the manager he just told a bunch of lies
!! they seemed to have lost the TV they don't know where the TV is? please get back to me or I will go further with this complaint!!! 702-443-4656

20

This was the first horrible experience i had with geek squad. I purchaced the total tech support from them about 3 years ago and this was suppose to take care of any problems I had with my computer, i had automatic payment plan set up with reciecpt sent to my e-mail. I never failed to make a payment with them as they would send me reminders and they had my permission to take it out of my acct on the due date. Well today i was going to take my computer there to get it fixed bc my grandchild dropped it. They then proceeded to tell me that I wasnt covered for getting my computer fixed even though i had my confirmation of payment then they was very rude telling me they couldnt help me and that they wouldnt take a new payment covering something that i was suppose to already have then i asked to speak to manager Alberto number 16910 he wouldnt speak to me didnt say but two words if that to me!! very unprofessional and not helpful at all i wouldnt recommed them to anyone now and the manager who didnt care i had a issue or even try to fix it should be fired he doesnt need to be a manager very unprofessional and not helpful at all!!!!

20

I believe I was double charged for virus protection.I have an account for service that includes virus protection, and received a notice via Geek Squad that my virus protection needed renewed. I complied wanting to stay safe. I just had my computer cleaned up and they told me I was covered under my plan. I am not sure if I am registered under lonakerdd@yahoo.com or lonakerd@yahoo.com, my phone # is (513) 706-5322

REF. #81368374 trans date 5/16 post date 5/17 on my credit card. GEEKSQUADRENE 00015826 Richfield, MN.$31.79
I am asking for that to be refunded. Please reply.

Thank You,
David Lonaker

20

i set a appointment and paid 100 dollars for geel squad to set up my harmony 665 remote between the hours of 8 to 12 on 15 june. when no rep appeared I called the company and was informed there was a address problem and when it was corrected Geek Squad told me my home was to far out for them to show. Number 1 when there was a address problem your tech could have shown customer coutesy and called me to correct this error. number 2 your Davenport store when they took my order should have insured the order was correct. Number 3 when I was talking to a supposedly Geek Squad supervisor he should not appear to laugh while he was talking to me. I took the day off to have your company to perform a service and they failed. If you check my phone records you will see that I called them several times

20

I bought a 65" Samsung curved tv from best buy. (10/08/2017) Not too long after my picture went out. (01/20/2018) I had the geek squad protection plan and did the video call to diagnose the problem. There was no crack and they determined it was the main board and mailed me the part and scheduled a tech to fix it. The tech got to my house,(around 01/27/2018, or the following week, I'll have to check) I showed him the tv, with no crack, and he moved the tv from the stand to my daughters bed to fix it and when finished said it still don't work, they are ordering a power board that I would get in the mail and they would be back to fix it. My tv was cracked and I think at this point he was trying to cover it up. I turned the tv on and noticed the screen was cracked, I assumed they would fix the crack also. I called best buy, who sent me to geek squad who sent me to Sedgwick, there insurance company. I filed a claim and waited over a month and left numerous voicemails and never heard back from them to this day. When they returned, he claimed he wasn't allowed to touch the tv because of the crack, and stood over me and asked me if I filed a claim about the tv with the insurance company. I was a little intimidated. Finally the district manager of geek squad called me back, Andrew hopkins, I told him I already replaced my own tv, because they were taking so long, I would just like reimbursement. He said the insurance doesn't handle this kind of claim, that he would get back to me after looking into it. Again, I left numerous messages with no return phone call and after a month he finally called back and said it's his call and he's not going to replace it. He claimed I told the insurance company my tv was mounted when it was actually on a stand, so he called me a liar basically......First, what difference does it make where my tv was positioned, they still broke it. Second, what would the purpose be to say it was mounted and not on a stand? I would really like this matter resolved outside of court, but will take the proper steps if necessary.
I would to be reimbursed for the television and protection plan that I had to replace myself. If this matter was handled more professionally, with urgency and efficiency, like they would expect if someone came in their home and broke their tv, a store credit or exchange would have been fine. But since I had to replace my own television, I will need reimbursed for that. I have receipts if necessary, it is the same tv.

20

I sent my HP m7-j010dx laptop to store #224 in Wichita Ks. on 3/9/18. I am disabled so a third party took it into the store for me. The casing needed fixed. I was told I needed to pay $200 before they would look at it and then send it off to be repaired. I paid the $200, and Monday I received a call that told me they could not get the parts to fix my laptop. I paid $200 up front on the assurance the laptop would be fixed. I should have been told UP FRONT that your business would NOT be able to repair my machine! This is not a professional way to do business, and could be considered a scam since your service agreement states 2. Pay a NON-REFUNDABLE deposit! I am still waiting on the computer to be sent back to the store so I can pick it up. I expect a full refund at this time, since your business was unable to fix my machine! I am prepared to report this if I do not receive a FULL refund!!

Service order: 00224-303684290
MFG: Hewlett Packard
Description: M7-J010DX-17.3"/17-4700MQ/8GB/
Model: E0K83UA#AB SKU: 9349042 Serial: 5CG33523HL

20

Geek squad has my computer to get serviced, and they called me. I missed the call so, I tried to call them back. I was stuck in an endless loop recording and they will not answer the calls. I will never use them again. I want to be able to talk to someone I am doing business with.

20

I bought a new fridge had it delivered Tuesday after the guys left I noticed two long scratches on fridge doors not happy

20

I had Geek Squad come in and set up a surround sound, cable box and X Box one. A representative came out and got the surround working, gave me a business card and told me if I experienced any problems to call him. After he left and a few days later the X Box would play but I was only hearing music and sound effects but no dialogue. I called the rep. on two different occasions and he never returned my calls. I called the store that he works out of in Silverdale, Wash. And they referred me back to the 800 number where I had originally made the appointment. I called them and they set up another appointment. A different rep. came out and made some changes to my system but after he left I experienced the same thing as before. He had also given me a business card and told me the same thing as the first rep. and stated that he would call before the end of the day. Called him twice with the same result. No call back. After spending over $150 for a service I did not receive, I contacted Vizio and Microsoft and between the two was able to resolve my problem. The Geek Squad reps. had settings on the system and X Box wrong. Further more I have lodged a complaint with the Wash. State BBB. I found that the customer service is very lacking and Best Buy and the Geek Squad have lost my business.

20

I came to Best Buy to purchase a television, and while checking into to details of the television purchased, I figured as a long time Geek Squad member I could drop off my computers for some work/installations of Microsoft products. While talking to the agent at Geek Squad, he insisted that I must make a reservation. It was approximately 10:30 am. The nest open reservation was for 12:30 pm. I made the reservation, thinking that I would be able to drop off the two computers that I had with me, and then continue of my pursuit of the television purchase. The Geek Squad agent advised me that I could do anything until my 12:30 appointment. I find this to be outrageous, and certainly NOT consumer friendly. I initially felt the desire to leave the store and not make the purchase, with the full intention to go to the competition and make the purchase with that entity. However, I purchased the television from Best Buy, but did not keep the 12:30 appointment. Being in the store and making a purchase I believed for the convenience of the consumer should have allowed the Geek Squad agent to be more consumer friendly.

I have had nothing but GREAT experiences with Geek Squad prior to this event, however this incident has left me with a very sour taste in my mouth. Very disappointed in this policy and treatment of a loyal Geek Squad customer/supporter.......This all occurred on Thursday, February 1, 2018 at the Best Buy in Rochester, New York (actually Greece, New York) W. Ridge Rd store

20

Windows 10 requested an update to my laptop on November 21,2017. When the update completed, I lost all my network drives and was not able to connect to the Internet. I tried to restore the laptop back to prior to the update and was unsuccessful. I called Geek Squad in Stockton and they were not able to make an appointment until later that day. Due to the Thanksgiving holiday we were traveling to San Jose. When we arrived in San Jose, I called Geek Squad and they made an appointment for me at the Best Buy store on Curtner Ave. I took my laptop into the store and was greeted by a totally incompetent agent, Ulsyses. He kept pushing the same buttons 3 or 4 times with no additional results. He tried doing everything I had done previously with no new results. He stated I had lost all my network drives and he would have to download a new driver. He took my laptop to the back room and was not able to locate the correct network drive to download so he stated he needed to check my laptop into a "technician". After my husband escalated with customer services for over 4 hours, a technician finally picked up the ticket on Friday afternoon. I believe his name was Rich. He also attempted to download a new network drive and was not able to. He referred to my issue as a hardware issue rather than a software issue. (which I knew was incorrect). All interaction with the Curtner store was with nothing but incompetence. Me, being not very technically savy was able to perform and diagnosis more to my laptop than after 3 days with the Geek Squad. After not being able to work for 5 days, I sent my laptop to my internal company IT department in Texas. And viola, they were able to restore my network drives and have my laptop working properly again. Geek Squad are supposed to be experts, however, the technicians in the Curtner store in San Jose were nothing but incompetent. I was highly disappointed, annoyed, and disgusted with the level of lack of service and lack of expertise that I experienced.

20

I had a Geek Squad Tech come to install Operating System in my recent, Best Buy Dell Inspiron 3000 computer. My main issue was that I could not print from this new computer to my HP Envy 5540. On Dec 13, 2017, the tech arrived and proceeded to address this printing concern, as well as other computer-internet connection issues. I turned on my computer the next day, Dec 14, 2017, and, for some unknown reason, I was unable to print doc's from my e-mail, etc., etc.

A simple solution may be for your Central Dispatch to contact the Geek Squad tech, Jeffrey Morey, Badge # 784 at 302 331-4508, and, have him call me. That way we could work this out in a simple, straightforward manner.

Thank you,
Lionel de Bernard
302 538-5708
Order # 41095551

20

Last year I personally went to the Best Buy on Polaris Parkway in Columbus Ohio and told them I did not want to be billed anymore for their services because they have never been useful to me. I was told the billing was canceled for the future but I would have to be stuck with that year's billing since they had already withdrawn it from my bank account. Now, a year later, I have another bill. This one caused an OVERDRAFT on my account so now I have fees racking up. I am totally pissed. I want a refund and I want my overdraft fees paid by you.

I got no email telling me this charge was going to be taken. If I had, I would have contacted your billing department to find out why the account had not been closed as I was told. The overdraft is a direct result of Geek Squad's unauthorized withdrawal of my money.

This time I want a written statement to the effect that the account is closed. I don't have an account number because since I thought this had been taken care of long ago, I did not keep any correspondence. And, I want a refund and I want my overdraft fees paid by you.

20

Just to remind you never be pushed to accept its Geek Squad protection service.
When I bought a laptop in June, I was pushed by a Best buy staff to use its Geek Squad protection service even though I refused many times. He promised to deduct about $60 if I chose its Geek Squad service. The reason is that I only have to use Geek Squad service and pay the monthly fee of $19 for three months, then I can cancel it without any penalties, which meant that I actually get the Geek Squad protection free the these 3 months. I finally cannot stand his lobbying and decided to try that service.
Until this month, I want to cancel the Geek Squad service and was told that I have to pay additional penalty for the cancellation. Then I realize the truth. According to the receipt, actually Bestbuy already took my first payment of $19.99 for it on the date I bought my laptop. Then my second, third, and fourth payment were taken on Jul, 11, Aug. 11, Sep. 11 respectively. So actually I have paid a total of $19.99+$20.99*3=$82.96, which will be $22.96 more than the deduction just as what the staff told me before.
The most funny thing is that even I have already paid the next protection period from Sep. 11 to Oct. 10 on Sep. 11, I still cannot cancel it nowadays unless I pay additional penalties, even I give up the rest of days of protection and no refund requested. I finally understand that Geek Squad service is actually a trap to get more money from your pocket and bothers you with such a stupid requirement.
What makes me crazy that is I called Geek Squad many times to cancel this service, they wanted to charge me additional penalties for the cancellation. For me, they are acting like a fraud. I will never choose Bestbuy and its Geek Squad service.

100

Dear Geek Squad,
I am burl@pobox.com and a happy Geek Squad member for the last two years. 305-669-5927
I called you on 9/13/2017 trying to make an appointment for an agent to come to my apartment to solve a problem with my computer. I don't remember who I talked with but he said an agent would call me back.
Later that day, Austin Taylor called me from 844-874-5241, and I tried, as I said, to have an agent come to help me with my problem. Austin resisted with reasons I did not understand and he insisted to link with my computer remotely. I did not want that, but after a while he said: Just give me ten minutes, so I did, and I watched him pull up pages of what looked like errors for a long time. He repeated that since there was no charge for what he was doing, since I was a paid up member, not to worry. Then slowly, he started telling me he could get me a good deal by lowering the cost from 80.00 to 60.00 dollars an hour to completely clean up all the viruses, and it would take overnight to work!
I apparently was mesmerized to give him my credit card number! I do remember saying that this could be the biggest hustle of my life, but it took me awhile to realize my obsolete Windows 7 was not worth $512.00 dollars and told him I was cancelling the whole operation that day. I disconnected my entire system never to be opened again.
The next morning a man named Shawn Lawson called and asked If he could help Me! I said "NO, I had cancelled yesterday!
It took me another day to buy this laptop, and get online to find my credit card charged with $512.00! by some entity named NET EXT. I put in a dispute to my CapOne card 5178 0585 5130 5652 but the money had already been paid!
I admit that I was confused, but who in their right mind would agree to such a hustle? Since I am 93, and losing some of my clarity of mind, this may best be classified as elder abuse. I do live on my SS income alone. ARE THESE PEOPLE PART OF THE GEEK SQUAD that helped me so many times? Or is my money now completely gone? And I have no possible recovery? Thank you for any consideration. Burl M. Grey burl@pobox.com!

40

Service Order Number: 01455-299649472 Dropped off TV for repair 8/28. Received email 9/7 12:30 pm that my device was approved for an exchange and to contact local store. I called my local store on 9/8 and was told they could not exchange and corporate would call me within 2 days from email.
9/11 (4 days from email) I Contact geek squad service via messaging service and am first directed back to store and then to calling 1800 number. 1800 redirected me several times at one point asking if I was repairing a dishwasher. Redirected to credit card line. Try again, Wait on hold to be told that I am at wrong Dept and redirected to 1 hour wait. After a call back I am again informed that I am at wrong Dept and directed to exchange Dept. After a hold, as a resolution I get a voucher for my original devalued purchase price ? So I have to chase down an answer and am forced to spend more money at best buy to purchase a similar product? I don't even want a best buy product at this point and prefer to take my business elsewhere due to poor customer service and resolution.

20

I READ THAT BEST BUY WAS SEVERING THEIR TIES WITH KAPERSKY SECURITY.
I CALLED THE GEEK SQUAD SUPPORT AND SPOKE TO REJEEV R. WHO WAS AS HELPFUL AS SPEAKING TO A ROCK.
I HAVE HAD THE GEEK SQUAD SERVICE FOR SEVERAL YEARS AND HAVE NEVER HAD A COMPLAINT JUST COMPLIMENTS.
DO YOU EXPECT TO OFFER SUBSCRIBERS A NEW SECURITY?
Thanks John Styler

20

My complaint is not against the Bellingham store staff or the on line agents. My issue is that the problem with my computer should have been covered under warranty. As I was told when purchasing that computer in 2015 that I could purchase additional warranty if I chose at the end of the current extended warranty period which expired on July 7th. I was not notified that warranty was about to expire nor that it was not renewable. This is not okay!

20

I bought a Frigidaire refrigerator from Best Buy in Knoxville Tn in June 2014. Within the first six months the ice maker had to be replaced, under the factory warranty. Within the next six months Best Buy's Geek Squad replaced the ice maker. I have an extended warranty that des not expire until June 2019. I called the Geek Squad number and was connected to a person in Kentucky (Kayla). She verified I had the extended warranty and told me all tech's. appointments for September were booked and she could not view the October appointments She advised she would make note of my ice maker needing replaced and someone would get back with me within 24 - 48 hours about a potential future appointment. This is really poor service on the part of Geek Squad. You complain at the store level and they distance themselves saying the Geek Squad is not a part of Best Buy which is not true. I wonder how many people on facebook would like to hear about the way best but and the geek squad do business. ``

20

I had gotten online support by agent Renee, she screwed up my programs! I filed BBB complaint because u people do not follow up nor call when I requested to speak to Manager 3 times! I called corporate talked to someone he said I be contacted by someone within 24-48 hours I told him that would not happen due to their pattern of not following up! Guess what Ii was right! I twitted this, I will use FB to do same.

60

I bought a Dell Computer from BB and service was fine. I also paid for installation and transferring of files from old to new computer. Had to wait about 10-12 days for installation date and finally had the installation. My complaint is with the installer. He was at my house for about 3 hours. First he said the key card I had for office didn't work. I was told at the store that if there was an problems with the Office I had the installer would be able to sell me a new one.

The installer didn't have anything and after about an hour he suggested I buy it on line which I did. When the files were transferred, he did not transfer Webroot, none of my contacts, and the scan system. Finally after a couple of days I did call Geek Squad and both the initial lady I talked to was very helpful and passed me on to a gentlemen who was able to solve the problems and was very nice. I paid $230 for the installation and transferring of files and feel I certainly didn't get my money's worth and would like a refund of some sort..

After 3 hours the installer left my house with Office still installing but he said it was just minor files and when it was done in about an hour, a button would come up that said "OK", I could press it and everything would be done. I told him I had to leave for a class and wouldn't be home for 3 hours. His comment then was that was "OK", the button would just go away. I will say when I came home there was no button to press. I have always had good service from Geek Squad and never had a complaint until now.

I was very frustrated with the new computer and had to re-install over 100 contacts that I had on the old computer. I also find it hard to believe that the installer left me with no anti-virus system on the new computer. I don't have the name of the installer any more but I'm sure you can look it up on your records.

40

I purchased a Samsung galaxy edge smart phone 3 months ago. I then proceeded to get sold on a geek squad plan in case anything were to happen to the phone. Well sure enough, last month, my phone started acting up. I then called Geek Squad and they asked me for either 950 deposit on a credit card, or to wait 7-10 business days and once they received the phone, I would be sent out a replacement phone.so as I don't have a credit card, I vouched for the 7-10 day wait. so after two weeks, I was then sent an email gift card for replacement as they didn't have my phone in stock. same day I went online as my phone was out of stock around my area and bought an unlocked phone. says 1-2 days shipping.

It has now been 10 days and I still have no phone. When I called Geek squad for clarification, I was spoken rudely too and I finally had enough and cancelled my plan. I am an avid electronic buyer and have spent thousands of dollars in Bestbuy, but after this, I not only will never shop here, but I will encourage all my family and friends to avoid this as well. I am so completely disgusted with this service it is not funny. I have to pay my cell phone provider for a complete month thanks to Bestbuy. ill take my money somewhere else. id rather pay more for something then give anymore of my hard earned money to a company that doesn't care about the consumer

40

I purchased a Hewlett Packard all in one computer in September of 2016 from best buy amd insured it with geek squad. Unfortunately my computer crapped out on me so I took it to geek squad to have it looked at the same day. It's been a very disappointing 2 weeks. I hate dealing with geek squad. I received an email on Nov 4th 2016 from geek squad telling me that my device was approved for replacement. So I called the best by In my local area, they told me they have no idea what I'm talking about and that on their end they have no such email and my status says still in Repair. They told me to call the geek squad 800 number. So I did. I told them what was going on and they said they saw no such email.

They said they'd contact me within 24- 48 fine. No contact. I called back, a customer service employee told me that I needed to call the store, I called the store they told me to call geek squads 800 number, finally got a supervisor named Stephanie amd she looked into my situation, after having both Best Buy and Geek squad on the phone at the same time on speaker, the supervisor decided to let me know that everything been resolved and she was sending out an email to my home store letting them know that I could pick up my replacement device with "no problems" she set up an appointment for me and everything.

She assured me I'd be fine no more problems. I get to the best buy here in El Paso tx at the fountains and the manager tells me that no such emails exist, I showed her the email on my phone, she looked into it, nothing. To call geek squad again. I called back and all I got was we will contact you in 24-48 hours. Worst business I've ever dealt with and worst customer service ever, would not recommend geek squad for anything other than a headache. My situation is still unresolved and I'm without a computer.

I'm absolutely flabbergasted at the whole situation. How nobody knows anything. So upsetting. So much money spent for a huge headache never again geek squad never again.

40

On September 1, 2016 $150 was taken out of my checking account. On October 7, 2016 another $350 was taken out of my checking account, which resulted in an over payment of $15. This caused my checking account to be over drawn to the tune of $40.00 in overdraft fees. I wish that the $150.00 plus the $40.00 in fees be returned to me, so that I can balance my checking account. I have my bank statements and I get no response from 1-800 geeks phone number. Please look into this matter for me and return my money.

40

I called in with a complaint earlier today regarding a pop up that was coming up and I was concerned because it was every time I powered up within 4 minutes of entering any application. First call took over 1.5 hours and Geek Squad sent me a message that it was fixed. then first time I tried it popped up.

Called again and had a very helpful person Cindy who worked on it for over 2 + hours. she was very good and stayed with me while I restarted computer. Within 2 minutes of her signing off and my filling out a complimentary survey it happened again. Pop up again same message. Why cant someone tell me what it is and why they cant fix it. Looks like the message says reinstall or remove.

I am now waiting for someone to call me back and its 10:22. The original agent was making excuses and "setting expectations" for me. My expectations are BELOW your 1 star and totally expect to jump through hoops at the Geek Squad store. Totally have no faith in this process. While I understand you can do more if you have the computer in your store I was under the assumption that with your services you could make things easier for me.

Well looks like it will be a 6 hour day working with Geek squad and now I realize the waste of time, and money. started at 1 today now its 10:30. I have spent at least 5 hours on this and my blood is starting to boil. When I buy my computer, or two for my children entering college I will look to do it online or go outside Best Buys network. I wasn't expected to be told by Nicholas S. over 30 minutes ago that I should lower my expectations. I am the one who has spent too much time on this. Expectation level is zero.

I still do not have anyone working on it. He said what is the latest someone can call you. Really I would like to see his notes. I expected to be dispatched to the next available being it was all of 5 minutes from when I hung up with Cindy whom was very helpful. In addition I was never credited a year ago for my antivirus that was automatically renewed and Geek squad added webroot.

20

I being on the phone waiting for a manager or supervisor for 40 minutes to help me with my situation and I still waiting. Finally some one got back and told me it is nothing that they can do for me. My protection plan for my phone got cancel yesterday (9-14-2016) I being so busy and sick that I didn't pay attention to my mail and that is my fault I understand, but I'm willing to pay my balance and change the debit card because they didn't pay you guys for a long time and I didn't know. I was ask for a chance to keep the protection and the person who talk to me said it was impossible to activate the plan after is being cancel and that's when I ask for a supervisor or manager.

I wait and wait for 40 minutes and she finally got back to me giving me their message that they cant help me. that was the most nonprofessional way to take care of a customer I'm a customer service manager at my store and for me helping the customer is very important. I hope you can help me with this matter. This is my GSP Plan ID: 5523412468.

40

Geek Squad as a company decided to get rid of its English speaking call centers in Atlanta, Kentucky and Utah. The Utah call center was superb. The newer overseas outsourced call centers are manned by people who have insufficient training and no understanding of cultural references and insufficient understanding of the English language. I have to repeat, rephrase, reinvent my queries and still. the employees cannot respond except like robots and with scripted answers. This is true of the so called technicians you get transferred to. I will not be renewing my subscription. They may be saving money on benefits and salary, but you have destroyed a great product.

40

We bought a Curved 65" TV it was over 1600 plus purchased a protection plan. I understand they do not offer accidental issues on the T.V'S But the TV was bought around 6 months ago. It was purchased in Georgia, and kept in the box, it was in my possession the entire time. We did not have a moving service, We put the T.V In the back of my expedition and not the U-haul. We did not want anything to happen to it since we paid so much for it. But when we set it up, and turned it on, there was a big black mark going down the middle of the T.V.

We called the Geek squad to come and see what the problem was. They said it would cost more to repair it than to buy another one. So now We have a TV that we still owe around 1200 on and it is messed up. There is not damage to the T.V. The tech did not offer any options at all, and did not really appear to know what he was doing. What good is a protection plan if it does not fix anything.

How in the world can a TV that cost so much have a problem so soon. I feel like it is a scam and they can say anything they want and make it look like it was an accidental incident. But there is no visible sign of damage, not to mention we still have the original box. I just want it fixed and I did not expect a new one, just fix this one.

20

Worst customer service ever! I upgraded my phone to a Samsung galaxy 7 and at that time the Best Buy employee informed me that I had been charged double coverage for the S5 and to call Geek squad customer service to remove the coverage on the S5. I called the next day to cancel (with no expectation of being reimbursed for the double charge) and my nightmare started. I was passed from dept. to dept. and put on hold by one jerk for 40 minutes. One woman, the only one without a strong accent and that I could understand. They finally gave me the protection plan # that needed to be cancelled and sadly, transferred me to another dept. that continued to give me problems. My account was tied to my mothers..and because she has trouble understanding and explaining herself.

I had her customer ID #, last 4 of her SS#, phone number and email. They refused to help me and said that NO supervisors were available because they were helping other people. After 40 minutes, you would think one of them would be free, but given the customer service I received, I don't doubt that they were busy. Thanks a lot Katrina in accounts maintenance and the 4 other "customer service reps" for nothing I never write reviews for even questionable service, but there was absolutely no excuse for the treatment and service I received. If that's the best that the Geek squad customer service call in center can do, then you are moving in a direction where you won't be around for long. To be particularly clear, I was transferred a total of 5 times and my total wait on hold was close to 2 hours.

40

My wife was told to take computer home and call geek squad by a geek employee at the irving, tx store after she told him there was some issues with it. I haven't been paying for your service for the past 4-5yrs for your employee to tell her to go home and call geek squad because he's to lazy to do his job. His name is chris and this happened on 6-14-16 at approx. 14:00 central time. I would like for someone to look into this matter. I called him and gave him her phone number so he could call her to bring it back up there. Here it is 19:00 and no phone call. Thank you very much.

40

On April 30, 2016 I purchased a new Dell Stand alone computer from your San Carlos store. I also paid for delivery, set-up and a download of my files from my prior computer. On May 12th, a Geek Squad agent, Victor Beckman installed my computer, He attempted to download my hard drive. He couldn't complete the task. He filled out the receipt, asked me to sign, told me to take the receipt back to the store to get a rebate of my fees for download. I did not realize exactly what he was telling me and did not realize what files were not downloaded.

I did not realize that my turbo tax files were still lost, I didn't realize that my email template, address' and historical files were not there! It was late Thursday May 12th. I turned off my computer & went home. The next day I arrived at my office, turned my computer on and as many functions did not work as promised. I called Mr. Beckman 3 times and left a message each time. Stupid outsourced customer service never called me back! Later that day another agent called, told me there would not be a "re do" scheduled and I should take my old hard drive back to the store, I could get it fixed(downloaded) at the store.

I took the hard drive to the store, left it to be downloaded. I came back the next day, picked up my drive & a portable WD Passport drive upon which my drive was supposed to be downloaded. I called the Geek squad back, was transferred about the system for an hour or so.I have talked with the Geek Squad numerous times, spent hours on hold.Yesterday, I called Best Buy and asked for a "complaint person", after an hour, I was advised that another Geek Squad appointment was scheduled for today, May 24th (over three weeks since my original purchase date) between 8 a.m. p.d.t. & 12 p.m.....at 10:30 A.M. I called to check on the appointment...."Sir, they are running late", I was told.at 12:10 p.m., having not heard from a Geek Squad member, I called again.

40

We purchased our daughter a Lenovo Ideapad 100S on 12/13/2015 for Christmas (Serial Number YD000UMC). It froze up in April 2016. My wife took it to Geek Squad. They have said it is fixed twice now (service order 00422-289535712), but each time it starts locking up again.

I've had bad experiences with Geek Squad in the past (just check my cell in your database) and after they said it was fixed the first time. I shared with the General Manager of Best Buy, Michael at Chesterfield, VA 00422, 1560 W. Kroger Center blvd, Richmond, VA 23235, 804-897-8080 how much I lack confidence in Geek Squad and requested that Best Buy just honor the warranty and provide my daughter a new Lenova. He simply walked me over to the Geek Squad counter and handed me off to them. I proceeded to waste about an hour of my Saturday, 5/7/2016 while a young man attempted to fix it (for the second time), then looked at me helplessly and said, "we will have to send it off".

Today, 5/14/2016 after receiving a call that they had fixed it, I burnt more of my time going to best buy. This time I was smarter and I made the Geek Squad guy cut on the pc. Guess what, it didn't work. I called over the GM again, shared my bad experiences with geek squad, and asked once again that Best Buy stand behind the product you sold me. I also expressed my extreme displeasure of having to go to your store 3 times now to deal with your lack of quality work. I would refer to it as pure incompetence.

It is also worth noting that I phoned Geek Squad case number 178986445 to express my dissatisfaction and asked for a call back. Not only was a call never received. When I called back in to follow up the woman, who I spoke to (Carroll) on 5/5/2016 couldn't even find the case number. She could find the history of poor service by my cell phone number that I have had with Geek squad. I'd like the laptop replaced as soon as you can. I'd also like an apology for the 2 times you've said it has been fixed and wasted my time on your incompetence.

60

I brought my 90 year old fathers iPad to Best Buy in Green Bay. It rejected his one and only username and password. There were no Apple Stores in the area, so I was forced to go to Best Buy. They agreed to restore it and it was in BB's possession for less than an hour. When I got it home, I again tried to enter his UN and PW. Nothing. I decided to bring it to a real Apple Store and discovered that they (BB) had given me the wrong iPad. It registered as an iPad belonging to a school district in White Plains NY!

I contacted Best Buy and after numerous waits and call backs was told I would be contacted by the manager at 3:00. I finally called at 5 and spoke with Adam McGuire. He said that my dad’s iPad was the only iPad in for repair...on a busy Saturday! They refused to take responsibility; replace my dad's iPad or even negotiate anything. Now I have a useless iPad said that there is no way to do anything. I will contact the school district and return their iPad, but my 90 year old father no longer has an iPad because Best Buy lost it.

They were rude, flip and completely uncaring. We had just gotten it for him a year ago, after my stepmother died unexpectedly. He was intrigued by my 'Googling'. He was actually getting good at emailing and Googling. Best Buy is a horrible and incompetent company. They need to be exposed for who they are and terrible customer service. Can you help me? I live in IL and my dad lives in Shawano.

40

I had purchased a contract with geeks squad for support. They were working on an upload and after 11 hours, 2 different techs including an advanced technician who sent me out to buy an external hard drive to back up my system files remotely, Sangeev not only didn't back up the files as he said he did but wiped my entire hard drive and erased my company data for the past 4 years of all sales, history and advertising. At this point they decided they were unable to fix the damage they did and offered only to refund the cost of the contract.

I was forced to get an outside technology recovery service at a cost of approx. $1500 to purchase a new hard drive and have the old one sent for scrubbing where they were ultimately able to retrieve my data. I lost 5 days of business tracking in my high season, my business was interrupted horribly as the POS system was disabled until the new tech service was able to restore it. The geek squad manager called me several times and apologized and even made sure that I knew the techs were fired so this would never happen to another customer. Geek squad customer service manager William promised to call me on Monday 3/28 after reviewing the file. I have sent all of the invoices with itemized detail about the fees I paid to restore my business and have asked for reimbursement. He never called back and has not refunded my costs.

80

Today, my spouse and I had a 4:15 PM appointment to service our laptop which was taken care of by your excellent geek squad staff. We asked the staff person if there was any software that would assist in reducing problems on our laptop. He showed us "Malwarebytes Anti-Malware" with a printed sale price of $29.99 {regularly $49.99). When it was rung up, the price indicated $49.99 and not the stated sale price.

The staff person went to Eric, his manager to question the price; Eric came over to and said that since the item number was incorrect he could not sell the software for $29.99 and with a nasty attitude. I said that the clearly stated $29.99, on sale, from $49.99. I then requested to speak to the store manager, Bonnie and although she was in the store, she would not come to speak to us but Eric came to us, again with an attitude and said I you don't like what I told you, call our corporate office. I have been shopping at Best Buy for years and I can not believe the Eric is in retail sales.

I work in retail sales and if we printed a lower price on an item; the customer is approved to pay the lower price and then we quickly correct the price as to what it should be. Eric was nasty with an attitude and my wife and I can not believe that he is a manager in retail sales. If I do not get the price readjusted to $29.99 I will contact the Better Business Bureau and Consumer Frauds of New York.

40

I have been Best Buy and Geek Squad Customer at the store in Germantown, Maryland since a very long time. I had issues with my Laptop which has been registered with Geek Squad for repairs and other things. For resolution of my issues I booked a prior appointment with Geek Squad and went to the store at the time assigned to me. All the issues and complaints were explained to the representative working there in the Geek Squad.

I specifically asked her if I would be able to get my Laptop back the next day and I was assured it would be. However, It took Geek Squad 5-6 days to return my Laptop and to resolve the issue mainly relating to Kaspersky Anti-Virus, Window updates issue, heating of my laptop among other issues. Still the issues were not resolved. I kept on calling them Nobody bothered to inform me of the progress of repair status of my Laptop and were not able to tell me when the laptop would be ready after repairs or when I could come to pick it up.

Finally I called and then I was told that I could come to pick it up. After picking it up the issues relating to repairs were not resolved. I received an email for Survey in which I stated what had actually happened. Reading my worst experience narrated in the Survey the Geek Squad Supervisor Mr. Rogers called me and asked me to come to the store to resolve the matter. Thereafter, Geek Squad Agent booked an appointment for me to come and meet Mr. Roger.

When I went to meet him at the designated time I was informed by another Geek squad Agent that Mr. Roger was sick and hence had to leave early and hence could not meet me. I came home without meeting Mr. Roger and thereafter called Mr. Roger again and again and left messages twice for Mr. Roger to return my calls which have since not been returned till date nor have my issues been resolved. It appears Geek Squad's attitude is nothing but lackadaisical and is not interested in resolving the issues despite having a contract with them. It was a pathetic experience as a customer.

Shame on you Geek Squad and Best Buy. In future because of this horrible experience and pathetic service and non responsive attitude, I would not buy or go for repairs to either Best Buy or Geek Squad.

40

On January 18th, 2016 at approximately 5:30 PM at your store # 190 in San Jose, Ca. I purchased what I thought was a new laptop only to find out when I got it home that not only was it used but it had 3 keys that were missing. I attempted to call the store six different times that evening before they closed and not once did anyone answer the phone. The following day as soon as the store opened I spoke with a young lady who is one of your managers and explained what the problem was.

I told her I wanted my money back, she said let me see if I can find you a new one. The laptop she brought out was not a new one but a refurbished one. I told her I didn't want it and that I wanted my money back. When her and one of your geek members refused to give me my money back I got very irate and vulgar. They refused to give me my money back and had to call your security people to tell me to leave the store. With the used laptop. I am not at all happy with the way your people handled the situation and apparently this is common practice with this store as I have talked with two other people who say they have had the same problem with this store. Makes me wonder if this is common practice with Best Buy nation wide.

20

On October 19, 2015 purchased new desk top computer GXV7922 from BestBuy in Houma, LA. On December 9 computer failed. Carried to Best Buy Geek Squad in Houma. Unit was sent to their repair facility in Kentucky somewhere. As of this writing of 12-31-2016 have been unable to find out what caused unit to fail or when unit will be returned.

Called the geek squad repair center @ 800-433-5778 trying to get some answers Contact would only tell me that parts were on order and would not give me what parts were bad or when I could expect unit back. I have lost a month warranty and usage of the unit. Best Buy said they could not extend warranty period and suggested I contact Dell direct which I am doing now. Also requesting help from you in obtaining information above. Geek Squad repair order no. is 0943-286044414.

60

Cascading problems with a final diagnosis erroneous diagnosis, by remote agent and of store agent. Proposed cure options a new computer, programs, operating system and file transfers if possible but no guarantee. Total cost of about $1,000, I purchased a new computer and it was to be worked on if left in the store to transfer files if possible with no mention at that time of the need of replacement programs. This encounter was preceeded by three remote attempts to speed up system respone. When I learned of all the details at a later date I cancelled everything and had my old computer returned to me.

Took to a local repair store that fixed everything at a total cost to me of $190.00, a few months of your services, loss of a week, and two trips from Ellijay to Canton Best Buy. I can only conclude that the disk needed attention and not replacement as a direct result of your folks incorrectly trying to fix my problems remotely. I am sending this note on my old computer which is working like new and never needed anything but the proper repairs. I submit that core problem is directly attributable to good Geek People doing the best they knew to do but nevertheless created the condition that I have described. Net, I should be made whole financially for my out of pocket expenses to include repair and travel not to mention the inconvenience and aggregation I incurred. Please advise and once again I feel your folks did their best but this complaint needs to be forwarded to Geek Squad corporate office.

60

I called to explain that my Samsung galaxy note 4 fell off my car onto a very busy expressway (285) and was run over by several vehicles. 285 is a 4 lane expressway in Atlanta and it would silly of me to risk my life to retrieve a damaged phone. I understand that you require a returned phone for a replacement. The manager I spoke with insisted that I have to return the damaged phone in order for the $200 fee to be waved. I feel this is very unfair since I would have had to risk my life to retrieve that phone. She (Cathy) also made a statement to the effect that the phone is needed to keep people from having two phones. Considering the circumstances I have described above, I did not find it necessary to respond to that statement especially when I have been insured with geek squad for five years now. I do not mind paying the $199 deductible but I really think that the extra $200 is excessive. I do not need two phones.

20

I am submitting this so the Geek Squad can have answers and anyone else with the same problems. I own a Microsoft – Surface Pro 3 – Windows 10 – Bought at Best Buy in Mount Laurel, NJ. HP Wireless keyboard and Microsoft mouse are both connected to docking station and TV Monitor is connected to Docking station by HDMI. (only use the Surface keyboard when I travel). Problem 1 - HP Wireless keyboard stopped working. Geek Squad could not help me. (twice, wanted me to bring in to a store and leave it, I realized this was just a settings problem so I would not do that) To fix this problem I had to go to Granddaughter Beth. Problem 2 – TV Monitor stopped working. (had been working for months). Geek Squad could not help me. (Geek Squad asked me if this was a MAC, I knew right then he had no idea about a Microsoft surface. To fix this problem I called Microsoft. 1-800-642-7676 – Ref #1312162342. Joann was the tech. First I had to take surface out of the docking station.

Then hold down the off button on the top, while holding in the volume button on the side at the same time for 30 seconds. Then unplug everything, Power cords to docking station and TV monitor, for 1 minute. This was easy for me since I had all in one power strip. Then plugged everything in again and put the surface back in the docking station. After I signed in again, everything worked! Microsoft tech, Joann, said this reset the drivers. Since I am paying for the Geek squad on two different products, I think the people they hire should be knowledgeable with the Microsoft Surface products!

40

I brought my iPad today to the Best Buy in Wallkill, NY. I hoped the Geek Squad could discover why it wasn't working. When I got to the counter there was no one waiting, but before I could get a word out of my mouth I was asked if I had a reservation. I didn't know I needed one. I was told this had become corporate policy three weeks ago, and would I like to make an appointment. I asked if there was anything available today. Yes, at 5:15 p.m. It was about 4:15 at the time. Since there was no one waiting or being served I asked if they could attend to me then. No, it was corporate policy. So I waited an hour, at which time only one customer showed up for help. She was helped quickly and left. When it was 5:15 I walked up with my reservation and was served.

The Squadsman I met was both polite and efficient and it took him just minutes to determine the cause of the iPad's problem. This is being written not to criticize the Squad. All were polite and efficient. We have all worked for companies that have policies, and we abide by them to keep our jobs. But Best Buy should give its Squad the discretion to use common sense. If there is no one being served at the time, what would be the problem with helping a person, reservation or no? Again, I appreciate the squad people were just doing their jobs to the letter. They are not in a position to make or refine corporate policy. Who is? Perhaps that person can be addressed.

40

On 10-10-15 bought TV, on 10-14-15 a couple of guys from the Geek Squad brought my TV and hooked it up and programed my "Harmony Remote". On Thursday morning 10-15-15 I put the TV on to watch news. There was NO TV or sound. I called best buy on Friday 10-16-15 said they would call me back. Nobody called! On Saturday 10-17-15 I called Best Buy again talked to the guy "Jams H." that I bought the TV from he said he'd check it and call me back. Waited all day and night for his call which he didn't do. On Sunday 10-18-15 I called Best Buy again and I was told to call the Geek Squad because it was not their problem. On Monday 10-19-15 I called the Geek Squad and they told me that they couldn't send anybody to fix till 10-27-15. I saw my TV for one day and now I have to wait for 12 days to see it. Last time I deal with Best Buy.

40

As my laptop coverage was about to expire, you sent me an electronic reminder and quoting renewal options ($149.- and $49.- respectively), but there was no specific time frame attached to those quotes. As I set out to speak with someone about my available options (I basically wanted the same coverage I've had for the last two years), I got NOWHERE! When I spoke to the people behind the "renewing coverage" option, I was told that my account was not under my name, and when I asked for a supervisor, they first resisted, and then hung up on me. I tried to obtain the information in question elsewhere (customer support, tech support, customer service supervisor, and it was all a colossal waste of time, every one denying knowledge of coverage details, etc., etc.,,and all referring me back to the people that hung up on me...I did not received/found an ounce of professionalism or customer concern from anybody, and I point this out because I think this kind of ineptitude is local rather than national. As I was looking for Corporate, the option for a complain, and so here it is. I hope than whoever ends up reading this --if any- one actually does-- follows it up appropriately.

60

The Greek Square in Gateway Dr.,Brooklyn, NY disabled my Microsoft Office program and will not replace another Microsoft program. Microsoft wants me to buy another program for $140.00. They do not know what they are doing. As a senior, I should pay for their error.

60

I bought a Pioneer Elite Home Enter. system designed by their Magnolia Dept ( high end) They matched them with front tower Polk audio speakers for the surround. I have had trouble with the amp cutting off and shutting down for 3 years now at higher volumes. Geek squad came out over 4 times to fix the issue. Sent in the Polk SW to be repaired thinking it was busted. Tried every thing. Still no help..I came to find out from Pioneer setvice that the Pioneer Elite SVX-52 does not support Polk speakers at 4 ohms. It only support 6 or 8 ohm speakers thus it was being overloaded and the dumb geek squad and specialist n the Magnolia Dept or geek squad idiots did not know that!@! in addition, the Pioneer specs touted that it also supported Pandara . which you could actually only get after a upgrade hardware download from their web site. I am really pissed about this and not sure what BB would do about their stupidity and lack of product knowledge. I am open to recourse suggestions..

40

My daughter has had two encounters with the geek squad in Tuscaloosa and Auburn Alabama stores. Auburn was the worst talked to her like she was dirt under their shoes. She was having some problems with her computer and (do not have protection on the computer) which we are aware of but they just told her that there is nothing they can do for her. Just simple question they want even answer. Got it. But do they have to be so rude and just arrogant about it.

They work with the public and could be nicer explaining things to costumers but no, they are total jerks. She even said and older man came in and did have a warranty on his computer and they talked to him like crap to. I will never buy another computer from best buy and if anyone ask me what I think of the geeks I will tell them what I think of them. Your people work for the customer that is what you pay them for. They should be more considerate of other who are not computer smart. Some people just choose to work in other professions. They chose this job they need to act like they enjoy it at least when they are working.

If I could have chose no stars that is what I would have done. Tell your people to be more professional.

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