Geek Squad
Reviews and Complaints

I pay almost $200 year for your Geed Squad "non service. When i called to set up a Geek Squad appointment because of tv synch problems was advised by rep that you charge in addition to membership a $79 dollar (probably before you tax it), with no guarantees to be able to fix it, yet you guarantee there might be an additional cost. This is humiliating. I have paid two substantial fees for ABSOLUTELY NOTHING.

What a joke. You sign-in, get verified and they just keep you waiting for the next chat. You always get some foreigner who most of the time can't even speak good English. I really don't know why I keep up a subscription because I figure that every few years, I try to get some help and spend over $200, I could probably hire someone to come to my help and actually do something!

After an alleged completed repair, I received a text, an email and then a phone call about retrieving my item. I asked the person that called if I needed to schedule a pick up to which he replied, "No, unless you need a product demonstration." So I arrive. There is one young man at the counter checking a customer's devices. I waited patiently and he did not take long to acknowledge me. He asked if I had an appointment. I told him I was only there for a pick up. Well, that's when the bull started. He appeared to have instantly taken a 'slow down' pill and began talking to the customer about everything except the repair he was checking in the devices for. After 20 minutes, I asked for the Manager because I could see employees all around the store just shooting the bull with one another. Well, he explained that nobody could go behind 'the wall' unless they are a certified Geek Squad employee. So I continued to wait. I glanced at the Geek Squad door and saw another employee walking around in the back. I asked the young man why he hadn't bothered to tell the other employee to come and handle my pick up. He still didn't. He chose to stop what he was doing with the other customer and take the two minutes to get my item. I was pissed! I can't stand the way Best Buy's customer service model has gone down the toilet. And I can't stand Geek Squad. I opened my refurbished item, and there was food in the case, food around the earbuds and the exterior of the case was nasty too. That's that for me and Best Buy. Its over.

I am a total tech member. I purchased equipment from Best Buy. I arranged for and paid for install (Order # [protected]). I received emails from you on June 26, for install between 7am-7pm on July 2. Then, I received a text on July 1 telling me the install will occur between 7:30am - 11:30am July 2.

Install no show and no update or contact from Best Buy / Geek Squad about any change in schedule. What the hell is going on?

Cam Kicklighter

[protected]@comcast.net

[protected]

Approx 30 minutes ago I contacted Geek Squad about a problem of a reoccuring error message from Microsoft. The tech did not attempt to do anything, simply said contact Microsoft. I have been a member for some years. I told him that I believed part of the problem was the new computer that I purchased from Best Buy on 02/21/2024. I have had an exceptional number of issues that I have had to resolve in the last 4 days. At this point I might returns this and go else where for a computer and never renew my Geek Squad contract. I am not new to computer. I have had a PC for approx. 35 years or more.

The driver was speeding on the 33 in Buffalo NY. The driver was tailgating when I was already driving 15 over the speed limit. He came out of nowhere behind me. He could have gone around but waited till the last second. Then almost hit my car which made me swerve. Once in front of me, he drove under the speed limit.

This was on the 33 in wny. Van number 29364.

This driver needs to have his license taken away.

I have a samsung refrigerador I purchased at Best buy in 2020 and I have geek squad protection on it. On 10/5/2023 and the technician came to my house and smelled the fridge and noticed there was a problem. The. He called samsung with a broken english and the samsung rep was unable to help him and all he said to ke was sorry I cant help you. I rescheduled another tech for 10/10/2023 and the same technician was assigned to my case. He called me and didnt show up to my place and said his boss will call me and the boss never called. Meanwhile I still have a messed up fridge. Geek squad is irresponsible and careless about the situation.

When I called to get my money back he said he had to do it in 2 payments one for 50 dollars and the other for105.45 when he was returning the 50 it deposited 500 so I tryed to return it and that is when I got scamed for 500 dollars. I only have the telephone numbers one in arizonia [protected] and one in virginia [protected] will you please stop them janette sanders [protected]@hotmail.com [protected]

We booked an appointment with Best Buy geek squad member regarding our gas range. According to that appointment the person supposed to be here between 7-10:30 a.m. we took day off exclusively for this appointment. As a result nobody showed up also did not bother to inform about the same. Then on the rescheduled appointment day one of the so called “geek squad person” showed up on the time differ from the time they actually gave us. Then there was no apology but instead a lot arrogance and worst attitude towards a customer. He did not answer half of the questions.

After initial visit (technician), parts had to be ordered. Payment option of visit was through txt message. Completed credit card information, credit card statement showed 'pending' message. Technician said it did not go through. Called next work day to figure out if payment went through. Best Buy calling, 'yes, it's all fine'. Next appointment, booked all day out, 8-8. Technician calls 7:50am, 'your last payment did not go through'. Wait a moment, 2 weeks nobody checks in with me. Now you don't come because of bill not paid. How can I pay. He sends a link in email. I open the link, need password retrieval, doesn't send me e-mail. He calls me liar. End of day, NO-SHOW! Unprofessional, disrespectful. Called Best Buy to figure out how to pay, 1:45 hours, could not find solution. Next appointment scheduled without me asking, won't be here. Technician no more contact. Can't pay. Broken TV for 3 weeks. Dead end. What to do next? WAM! What a Mess!

On July 21,2023 Geek Squad came out for a scheduled visit. O asked that they connect the internet with my printer so that the printer would print. Apparently one of the color cartridges was empty but I was assured that once I put in another one, the pc and printer would work together fine. When the tech left and I tried to use my computer, I couldn't find my SSID. I had XFinity come out and fix it. Later, I bought a set of color cartridges that were HP and not generic. I inserted them and tried to copy something from the internet. It failed several times. Only blank paper came out.

Scheduled an appointment for three items to be resolved. Set aside my whole morning to take care of those items: Printer (getting a message: "needs maintenance")

Set up my new laptop computer

Wipe out memory from old Mac,

Technician called me at 7:30 this morning to tell me that he would only be able to look into the problem with my printer.

I had already been left hanging on the phone, the last time for 27 minutes.

This is very disappointing!

Dear Best Buy/Geek Squad:

It takes time to sit down and write a letter of complaint to an entity that has no interest in addressing the concerns of the consumer.

A few weeks ago, I spoke with a tech person, who once again wanted me to sit at your computer for hours. The problem was not resolved. She did not tell the truth that she sent a test paper. That wasn’t why I was contacting your company.

I have to sit and hear someone tell me for 15 minutes how sorry they are, and oh yes I can help you with that. They cannot, then I am sent to someone who wants you to sit at your computer for 12 hours. They never address the problem. The last person claimed a test page had been sent to the computer and all was well. There was no test paper sent, and that was not why I was calling. In other words she didn't want to be bothered, she didn't tell the truth.

A Geek Squad employee installed my computer and printer (both are new). They apparently didn’t set up the scanner correctly, because it is no longer working. That is why I called in the first place.

A Samsung washer/dryer that I purchased from Best Buy in 11/2019 started leaking in June 2023. I thought the warranty I had purchased was through the manufacturer, not Geek Squad (who thought they repaired more than computers?). The manufacturer said their warranty was expired but agreed to come repair. I paid out of pocket the labor and materials (about $280 in total, $77 was for the part). After going through more records, I discovered that the extended warranty was through Geek Squad. I contacted Geek Squad to just ask for compensation on the part that I had to purchase, not the labor. I was stonewalled over the phone and told to go into the store. I went into the store and waited 90 minutes to talk to a manager who then gave me a “special number” to contact [protected], turns out its the same number I was calling before), and after some persuasion, I was able to convince a nice representative on June 25, 2023 to send me a check for $70. Now it’s August and still have not received a check. I called today and spoke with a representative that said the last conversation I had with someone at Geek Squad, that person directed me to the store, which is a flat out lie. Then she told me that my warranty was actually for a GE unit, not the Samsung unit I own. I demanded to speak to a manager to get a full refund of my warranty. She told me no manager was available and that she would escalate to have someone return my call tomorrow. I doubt I will hear from someone — these people are really stupid and dishonest.

July 20, 2023

I have purchased the one-year Geek Squad Protection Plan for several years. I have always been very impressed with the service and knowledge of the online technicians.

Something has dramatically changed with the skill level of these techs as well as their online manners.

I was attempting to help an elderly couple, who just purchased a brand-new computer from Best Buy and due to my past great experience, highly recommended that they purchase Tech Support.

They needed to place some icons on their home page and have an email issue straightened out. Should have taken an hour.

Four hours later. FOUR. Much of this time, because of the ineptness of the previous agent, my chatting yet again with another phone representative, repeating the same issues and listening to their scripted response.

The problem was resolved after using THREE technicians.

Three common issues needed to be resolved.

Tech 1- Fixed one and hung up. Tech 2- Caused an absolute train wreck by deleting the email from the computer. He also disabled the Geek Squad Icon, and we were then unable to initiate an online chat. I had to call.

Tech 3- Resolved the issue.

None of the three communicated through the chat that they had finished.

Only clue, was no cursor movement on the screen after a few minutes.

What has happened?!

I feel this couple deserves to have 50% of their annual fee refunded. This was an absolutely inexcusable experience. I was embarrassed that I put them in the position of trusting and paying for the Geek Squad service.