Geek Squad
Reviews and Complaints

Octobe 1. 2018
I described the problem and bought the service.
They (said) they did a remote fix that took about 2 hours.
October 1, 2018, later in the day.

Problems not fixed. In fact made worse. Now I am getting about 5 fraudulent calls a day regarding my computer repair.

October 3. 2018

I called to cancel. They couldn't find my information. One hour later I called my bank to cancel the transaction. Shortly thereafter got an email saying BB had cancelled my service.

I have no idea what they did! I have to call someone else to come and and assess the damage and if they left malware on my computer. My resolution seems to be find someone else to come in and review their "work".

DO NOT TRUST BEST BUY GEEK SQUAD!.

Very very poor service, my warranty plan was canceled because of your mistake and it's took almost a week to reactivate it, after i have been assigned to service provider that servicing my area only one day a week in my area and I have to wait another week and lose working day for repair my dish washer for service that i also have paid... I am sorry but I am not happy with such a service
incident number [protected]

Have been w/o working dishwasher for over three weeks. Agent scheduled appt on the wrong date (a week later than we dicussed). Then, after a long discussion/diagnosing over the phone of what was wrong, ordered the wrong part. They were unable to schedule another appt earlier, so had to wait another week. When the service repairman arrived, he poked around for 5 mins and said we had the wrong part. Another 9 day wait for an appt opening. The whole time the phone reps say we may be able to fit you in earlier, which is total bs. They are only trying to mollify so your head won't explode. The repair man said the same thing about maybe fitting us in and to call him when the new part (hopefully correct) arrived. I called him and it was the same story, we're busy not a chance, see you in week. We paid a premium for the extended warrant. And thank God, because this $850 dishwasher was replaced once and had the same parts that broke now replaced before. Terrible customer service!

Upon my entry to the interstate I-84 Eastbound in Nampa, Idaho, USA at Exit #38 (Garrity Blvd.), September 19, 2018 @ 10:20am MST, one of your Geek Squad Drivers in a van (#26817) was weaving in and out of traffic, using his phone while driving, and driving for some significant distance halfway on the shoulder and halfway in the slow (far right) lane. If your going to have people on the road please have them driving properly. There's enough bad drivers on the road. Several people including me had to pass him extremely cautiously so as not to have him crash into us as we passed. That's not an acceptable representation of your company! Train your drivers or don't have them on the road.

Geek squad box truck, about cause me to wreck with my child in the car, was driving down new circle rd approaching the Nicholasville rd off ramp, and instead of letting me get over the truck decided to speed up so I couldn't get over and I just about collided with the off coming cars, then the geek squad box truck continued to speed down the rd weaving in and out of other vehicles, I really don't think these are the type of people you want to represent your company

Today I am waiting for a "redo" on my computer repair. It was not repaired properly at the Louisville center and had the repairs had to be "redone." My business is dependent on my computer, and the extra week or so to redo the repair is unacceptable.

My computer was ready for repair pickup on Friday, August 31st. I arrived at the store, tried to use my computer, and received several error messages. It also wouldn't connect to the internet, the ports wouldn't work (including one that had visual "smoke damage)" and some of the keyboard keys didn't work. I couldn't run any applications on it properly.

So, on Friday, 8/31 the computer was resent to Louisville, Kentucky with overnight delivery. Unfortunately, it took four days to get there (it didn't arrive at the Louisville site until Tuesday.) To be fair, I don't think this was this store's fault. This was apparently a UPS holiday weekend, or slow down, but overnight means overnight, and this delay contributed to my dissatisfaction.

I do want to say the Eagan, MN store employees were very helpful. Jeremy, in particular, tried to help repair things, and explain the status of things beyond his control, particularly when I called regarding the 4 day "overnight" delay. His customer service skills are good.

Overall, this instance has not been a good experience. We have bought a lot of items and services from Best Buy over the years, and I hope Best Buy will make this right.

The service order # is 01055-[protected].

POOR SERVICE AND FALSE ADVERTISMENT. I purchased insurance through Geek squad at best buy. When cracked my screen, I was told to Take my phone in Deptford mall. Call to make an appointment online, bring the phone in and repairs would be made in 1 hour while I waited. Once I got to the store I was informed repairs take 24 hours and I would need to come back. I traveled an hour to get there and have no ability to come back and forth. The only option the manager gave was to pay 3x times the amount and send it out. POOR SERVICE AND FALSE ADVERTISING.

I bought $8000 worth of items from Best Buy. Two TVs, mounts, HDMI cables (almost $100 each) and paid $400 to have them installed. Unfortunately I could not be here when the technician came out. So the installer decided it would be best to put the TV over the hole I had the builder leave for wires to be run so they do not show. So now I have a $400000 house that I cannot run any new wires in for TV and A/V connections because I paid your technician(s) to come install my TV.
I called to have the guy come back and fix it and someone's said their "boss would call me back" but he never did. I am in medical school and do not have time to track down your team to do the job I paid them to do. Since no one there seems to care I suppose all I can do is just go online to every star rating service and give bad reviews for best buy and geek squad. Since I am sitting here staring at my great LG TV's PS4 screen that will not connect to the internet because I cannot run the wires through my wall for it I guess I have nothing else to do.
So I am sure this will not make it to the executive complaints department like I have been trying to for the past hour but in the unlikely event that someone sees this who cares, please send me the address for where I can send a copy of the letter I am sending to the BBB.

For years we've been paying every month for the protection plan on our cell phones. I dropped my phone and cracked the screen and needed to use the Geek Squad protection service for the first time EVER. I went online and scheduled an appointment to get it fixed. Several hours later I received a voicemail message that I needed to call the Geek Squad because they needed to cancel my appointment. When I called I was told that "some things" came up and they wouldn't be able to fix my phone at the time I'd scheduled. He asked if I could bring it in the next day at 3 pm. I told him the earliest I could get it there was 4:30 pm, after putting me on hold to check with the "tech", he said they couldn't do it at 4:30 pm, but they could get me in at 4:40 pm. I said that was fine and the appointment was scheduled. The next day I received a call from the Geek Squad around 1 pm, this time she tells me that they can't fix my phone at 4:40 pm because the tech leaves at 5:30 pm and it'll take 2-3 hours. I asked why they scheduled me for 4:40 pm knowing that would not be enough time to fix my phone. She said that she didn't know who had "helped" me yesterday and didn't know why they would have scheduled for that time. She asked if I could get my phone to them as soon as possible, the earlier the better so the tech would have time to fix it. I explained that it was an HOUR drive to their location and I'd have to make a few calls to rearrange my schedule BUT I'd get my phone there as soon as I could. I had to take my phone to my spouse at his work and he had to take off work early to make the drive to Geek Squad, he arrived there a little before 3 pm. Once there he was informed that THEY DIDN'T EVEN HAVE THE PART to fix my phone and they'd have to order it which would take ANOTHER 2 days. He asked to speak to a manager and was told that the manager was gone for the day. I was so ANGRY that I took my phone to be repaired at Batteries+Bulbs and paid $195 versus the $69 it would have been with the Geek Squad. I pay for a service EVERY month and when I needed to actually use the service they gave me the run around! HUGE WASTE OF TIME AND MONEY!

Sunday August 19th, 2018 from around 5:30pm - 6:00pm.
I went into the Best Buy located in Brandon, MB, Canada to have my screen protector on my phone replaced as well as my apple charging cable for my iPhone 7plus. I walked up to the customer service desk and was not greeted with a smile or hello, instead one of the 2 workers who was standing doing nothing casually at her own slow pace stopped talking to her coworker and then came to the counter to ask me what she could help me with. I said I needed to get a new phone screen protector and also a new apple cable. She proceeded to tell me that Best Buy doesn't exchange apple cables and I explained to her that I have geek squad protection and have done the exchange in the past with no issues at the Regent Best Buy in Winnipeg. She then repeated herself as if I was stupid and couldn't understand what she was saying and again said "We don't exchange apple cables". At this point, I was annoyed because she not once smiled during our interaction and seemed like she was doing the most so she could get out of helping me.
She then turned to the other worker who she was speaking with earlier and told her I was trying to exchange my apple cable and said it in a way to imply that I was trying to get away with something somehow. The other worker then repeated the same thing saying Best Buy doesn't exchange apple cables and she had never heard of them being exchanged. So now not only are they both telling me that they don't exchange cables but also that I'm a liar and that there was essentially no way someone in Winnipeg would've exchanged a cable for me because they don't do that.
My frustration grew and I asked to speak with a customer service representative who knows my account because he has helped me in the past to exchange my phone screen protector. The first girl said "well he won't say anything different and he's busy right now"...I was so angry at this point because neither of these girls wanted to help me and they also didn't want to page the one person who I specifically asked for to help me.
Finally, they decided to get the girl who was working at the Geek Squad counter and asked her about the apple cord being exchangeable and the girl confirmed that Geek Squad does exchange cables. Neither of the girls offered an apology or bothered to even acknowledge that the way they had been speaking to me thus far was unfair and rude.

Anyway, the girl did the exchange for the screen protector at customer service and then said I have to see the girl at Geek Squad to get my apple cable exchanged. So now I am at the Geek Squad counter and this girl is now saying she has no way of confirming that I pay for Geek Squad therefore, she cannot replace my apple cable. Again, I am being made to feel as if I am stealing from Best Buy somehow even though I have been paying for Geek Squad protection for a year and 8 months at this point. I asked her if I could just show her on my phone that there are scheduled payments that go out from my credit card every month and she said "I can't just take your word for it."

I now asked the girl at the Geek Squad Counter to page the gentleman who usually helps me with my account and she finally paged him and he was at the counter in 2 minutes. The girl at the Geek Squad counter went to the back to apply my screen protector to my phone. The gentleman who was helping me was courteous and asked me how he could help and I explained the situation to him as to what had been happening so far. He then went on the computer and tried his best to find the information that was needed for the apple cable exchange and then explained to me that there was some sort of password that was needed from someone higher up who was not working at that moment which I was not angry about because he took his time trying to help and did his best to help me get my apple cable exchanged. However, a manager came over at exactly 6:00pm and asked him to clock out and when he said he was helping a customer the manager told him to clock out again. At that point the only person who had been helping me was then forced to clock out and could no longer help me. The girl from Geek Squad then came out with my phone and returned it to me and then said she couldn't help me exchange the cable and that if I wanted to get it exchanged I should go to the Winnipeg Regent Best Buy where I usually get it done...which is a 2.5 hour drive from Brandon, MB.

I am just baffled at how poor communication skills these employees all had (except the one guy who helped me) and were so rude to me for no apparent reason. The first girl had a major attitude problem and from the looks of her face has probably never smiled once in her life, the other lady was almost incomprehensible when she spoke and was also very rude, the Geek Squad representative practically made me feel like a thief or that I was trying to pull a fast one on them when in reality I was asking for what I have been paying for and have every right to do.

After this experience I will not recommend Geek Squad Protection to anyone and furthermore, this was not even the first bad experience I've had with Geek Squad. I had to submit a claim on my iPhone 7plus and was sent a faulty, refurbished iPhone 7plus that had more issues than my own iPhone which has battery issues. I then waited hours on the phone being bounced back from one department to another in order to figure out if the phone I had been sent was faulty and then go through the process of returning the replacement phone. The woman on the phone was so unbelievably rude and did not explain anything in a way that was comprehensible and when I asked for clarification she purposely slowed her speech down to make me feel like I was stupid. I then asked her if I had been sent a refurbished phone as I had googled what could cause the issues in the phone screen and the only answers I had found were that the phone screen was replaced incorrectly and that is why it was having the issues it was having. The woman then paused for at least 30 seconds almost like she was asking someone if it was even ok to tell me whether the phone was refurbished or not and she then said "yes all the replacement phones are refurbished" and I then was very upset as when I had signed up for Geek Squad Protection I was explicitly told that if ANYTHING were to happen to my phone that I would receive a new phone and might have to pay $100 if there was damage to the phone. That was the only reason I signed up for Geek Squad and now I learn after I have been paying for over 20 months that I don't even get a new phone when I go through a replacement process.

There are no words that are appropriate enough to emphasis just how angry, frustrated and disrespected I feel from the LACK of customer service, lack of communication and lack of decency that I have experienced from the employees at Best Buy and Geek Squad. 10/10 will never recommend.

I called the Geek Squad customer service line to change a contact phone number for an upcoming service that had been scheduled at our home. The nice lady on the phone informed me that "I" could not change the contact number because the service call was scheduled in my wife's name. Interesting for a couple of reasons; I have the original receipt for the TV that is in my name and I am the one that scheduled the repair appointment. The nice lady on the phone obviously could not change or make an exception to this rule so I asked to speak to her manager. The individual that I was transferred to was probably not a manager and when I asked to speak to his manager, he informed me that "this was as high an escalation" as I was going to get. He then told me to have a nice day and hung up on me. Unfortunately, I did not get either agent's name but did want to vent about this to someone. I think it's an unnecessary policy but will have my wife call to change the contact number. My main problem is that I have to resort to this medium to complain probably because the work atmosphere at the call center is such that the agents would rather put a bogus manager on the line rather than upset one of their supervisors by asking them to speak to a problem customer.

I called today to cancel my Geek Squad Home service as I was over insured. I own 2 computers and each has full Geek Squad protection plan, so I didn't need the home service as I do not have other TVs or appliances for coverage.

When I told the agent that I wanted to cancel the home service, he was very rude. He rattled out a cancellation number to me and when I asked for confirmation that my 2 computers were still covered, he ignored my question, stated that I was cancelling the home subscription and then transferred my call to a customer service survey.

The survey he transferred me to was in French. I found that quite rude as I called the English CS line. Thing is, I am fluent in French, therefore was prepared to share my Customer Service experience in French. When I entered "0" to reflect my experience, the automated number did not accept my choice. When I entered "1", again my choice was not accepted. After 3 tries, I got booted off the system with no way to make my voice heard.

This is very bad customer service. I don't know why I should be mistreated and made feel bad for cancelling a service I don't need. In the end, they are not losing a customer, as my computers are still covered. The thing is with this kind of service thou, I will never again go to Best Buy to purchase anything!

I will make my purchase online and by pass there crappy Customer Service. If I behaved this way at my job I would lose my job. So Best Buy, you just lost me and all the other people I will be telling about this.

I bought a remote starter unit for my Acura TL 2013 from Bestbuy. This unit came along with the free installation. I made an appointment on January 18 at 10:00 am to install this unit in car. Attached screen shot with confirmation of appointment (NTQ92529 Confirmation number). Auto tech installed the starter and i took the car home and noticed that starter unit has some issues. My car's screen started showing some errors on the main screen. I re booked the appointment and take the car back on Feb. 14 12:30pm (confirmation number GTK052D1). Error message after the complaint did not clear and i was informed that these error messages are normal and should disappear after some time. I was travelling out of country for next 3 months and when i started using the car back again, it would not start and got stuck in the accessory mode. I had to tow my car to Acura dealership located in West Chester, PA. They reset the system and informed me that remote starter technician made a mistake and i have to UN-install the remote starter and it will cost $550 for repair. I took car back to Best buy on July 14 at 10:30 AM and uninstall the remote starter. Two days later while driving on the road my car stopped and went to accessory mode., I had to tow to nearest dealer and pay $50 to have it towed. Acura dealership charged me $130 for resetting the system and informed me that best buy technician made a mistake and they have to recheck to wiring and fix the issue. I dropped the car their and it took dealer 2 weeks to diagnose and fix the issue. Apparently during the remote starter the unit was spliced into main wiring and it was causing main fuse in the key less access power unit to only have intermittent contact, the starter was cracked. They had to replace the main fuse and the other wiring was removed. They charged me $544.05 to fix it. Due to the mistake made by autotech i had to go through this trouble. I am seeking from best buy $290 for remote starter + $130 Acura Dealership first time repair + $544.05 second repair +$50 towing cost = $1014.05 in damages incurred to me.

I have an act with Geek Squad and had no problems in the past. Today my computer crashed so I drove 45 mintues to to my local Best Buy so they can look at my computer. The guy refused to look at saying that I needed an apt. He wanted to give me one in two weeks. I told him I needed one today and that this store is 45 mins away from me he gave me one but was rude and made me feel like I was stupid and dumb because my computer crashed. There was no one else in line and I asked if he could look at in now he said "No I won't look at your computer "in a very rude way. He was just not nice and made very upset. All I wanted him was to look at my computer or check it in so someone else can look at it. It was a very upsetting experince for me he had me in tears and he did not care. I am getting my Master's degree and need my computer for my papers and such. I never had anyone at Geek Squad treat me that way, My computer is broken and I need it fixed and he seemed to not give a crap about my plight.

Here's how he was
"...when you were busy badgering* on my head..."
*badgering or some other worse term
"What did I just tell you?!"
Unapologetic supervisor that the person who came by my house ruined my entire morning and did not wait for 15 mins before leaving when accordingly he should have waited that long. If he told me I could've met him then, but they didn't."

The geeksquad agent had the same entitled attitude
First customer service associate was all the same
The supervisor had the worse entitled attitude
Entitled to be a priority above all else, inconsiderate of how they approach their customers, inconsiderate of anybody's time but their own. Inconsiderate and entitled only to be heard but not to listen.
They all perfectly know how to ruin someone's saturday morning. From the agent who came by my house, to the customer service agent and worse of all the customer service supervisor. Or maybe they are all worse. Inconsiderate and worse.
[protected] is the account.

August 2, 2018

Complaint is regarding the coverage for my device.

Cell phone with a cracked screen. Your website says "dont worry, we have you covered" much to my surprise when I caled to make a claim I learn not only do I need to make a $1120.00 refundable deposit I also need to pay $250.00 to have the glass replaced on my phone.

What type of extended warranty service is this. I have 2 cell phones registered with Geek squad as well as a Samsung Gear.

Best Buy staff spoke highly of your extended warranty service, telling me that everything was covered. " dont worry, even cracked glass will be covered"

Overall, your companies extended warranty and misrepresentation has ensured that I will no longer use this service and never ever recommend it.

My claim # is [protected]. Cracked glass - that Geek Squad wont fix.

I bought a new Samsung HD TVE, higih-end sound bar and Apple TV from Best Buy in Hopkins. I paid for delivery and full installation including set-up. I am visually impaired and am glad to pay for these services to help me make sure things get set up correctly.

What I got was a nightmare - Geek Squad outsourced the job to a 3rd party contractor called Installation Services who then outsourced the job to one of their, NON GEEK SQUAD TRAINED, 3rd party contractors. The guy called and asked if he could delay delivery a day because he just found out about it that afternoon (even though I had my window set up for weeks). When I called Geek Squad they blew me off and said some company called Installation Services was going to be there with all of my purchases and install within my window. They didn't believe me when I told them about the call I had just received.

What I got was late, and the dude was not informed he was supposed to do install and set up. Nor was he trained. It was a disaster - hours of me and this random guy who drove up in a Penske truck and was clearly a delivery man - not a Geek Squad tech - trying to set up thhis home theater. What a joke.

When I called Geek Squad to complain and ask for a refund on the installation because they didn't DO IT I got nothing but attitude from the customer service agent. They took no responsibility for this failure and just shifted blame to the 3rd party contractor they hired. THEY HIRED. When you hire someone to do work you are contracted to do you own the process and take responsibility for poor service. Geek Squad did not - they just threw their contractor under the buss and said there was nothing they could really do. No refund. TERRIBLE EXPERIENCE all around

I will never use this joke of a company a gain. They are jerks and tjhey are bad at their job. They don't care about their customers and they don't care about their brand. They care about rolling you for cash and then laughing at you when you complain.

We bought this TV on Sep 30th 2014 my global contract id [protected]. We have been having issues with this TV since 2017. We had agents visit our home on multiple ocasions replacing the TV remote, Wifi-module & finally the Mother-board. The TV freezes on us while watching & would not operate with the remote untill pluged out from the supply.
I had the last visit yesterday July 4th 2018 where the agent Mr. Rogers came in & saw the picture frozen & suggested another replacement for the motherboard. It has been frustrating for me & my family as it feels useless having Geeksquad to call every week to re-book an appointment & the outcome is nothing but wait time. The previous agent who visited Ed, said it could be a software issue from Vizio that Geeksquad does not have a solution for & would send his report to claims for a replacement. My concern here is my warranty expires in a few months & if this is not completely fixed then how do I trust the brand ever after to purchase & add services. Is this issue being escalated as I was a former employee from Bestbuy?
I recently purchased another TV on the VIP sale on July 28th 2018 & spend around $3300 including signing up for a new membership program & adding another Geeksquad peotection due to this ongoing frustration. My wife wants me to refund all of this as she does not trust your brand anymore as you guys have just been playing around with no solution past year & half.
Hoping that my voice reaches out to someone & I may get a solution for this.

For any further information please feel free to contact me on my cell no. [protected]

Regards
Edwin Barboza
Frustrated Customer

I bought a couple of months ago a new computer from Best Buy, Sarasota FL, Cattleman Rd. I brought to Geek Squad my old computer (Gateway) for the data to be transferred to the new computer. It was done a very lousy job, some data being transferred twice wile other data was missing. I checked home my new computer and I tried to turn on my 9older computer to retrieve the necessary missing data. The old computer will not start anymore. I took my old computer back to the store (Geek Squad). After a few days of waiting I received an email asking me to call. When I called, to my surprise, the agent informed me that the hard drive failed so no data can be retrieved anymore. This is a very lousy job with the impression that somebody at Geek Squad messed up my old computer that was working properly.
When I claimed the situation, the Geek Squad Manager behaved very unprofessional coming with all kind of childish explanations. This is not the first time I found this store with all kind of problems especially the Geek Squad Department that is performing very lousy service!