Geek Squad
Reviews and Complaints

My laptop is an HP Pavillion 17 Notebook PC with an original OS of Windows 8. I recently had to get it repaired and they said they would replace the hard drive and put the OS on it. This all happened on Friday 22, of December 2017. The next day Saturday 23 of december 2017 they called to say it was repaired so I picked it up and go the first few days it seemed fine although the OS was now Windows 10. However just yesterday January 2, 2018 a Tuesday I was watching my daily YouTube videos that I subscribe to. That's when things went wrong. The screen froze up and a high pitch noise was emanating from the laptop. I turned it off let it cool down. Then turned it back on the hardware worked fine I could hear the fan and the hard drive humming. However the screen would not turn on. This never happened with the broken hard drive even though on the broken one I couldn't access windows the screen still turned on. Now it doesn't do that. I paid them to replace the hard drive, install the OS and run system diagnostics. The report I got with my laptop back said everything was functional. Clearly that was a lie. I want this remedied immediately because I feel I was taken for a ride.

Geek squad came to home to fix router. Serviceman leaned over table to get to equipment and knocked over a figurine in nativity set that was sitting on the table. It hit the floor and broke. He picked it up and placed it back on the table without saying a word. It was witnessed. The figurine was not cheap. This how you operate?
We've used geek squad for years and this is extremely disappointing. I never thought we had to follow them around but apparently we do.

On 12/5/2017, I dropped my new Galaxy S8 and cracked the screen. At about 7pm that night, I went to the Bridgewater Best Buy and ordered the replacement for $150 + tax. I was never told that I would have to sign for the package.

When I got home from work today, 12/6/17, I saw the UPS notice on my door that I missed the package.

I called [protected] and spoke to someone who said to hold as they contacted UPS. After 20 minutes on hold, I was hung up on. When I called back, the next person I talked to said their was no record of my call.

They do nothing but taking more and more money.
I think it's the most useless repair company I have ever seen.
First of all, it took them 2 weeks to understand what's wrong with my laptop and each time they tried to diagnose it they charged me.
Second, when they found the reason, they said I have to pay more for this and that.
Oh god, do you think I work to give all of my money to you or what? They said they would take my laptop away aтв it would take up to six weeks to fix it.
Looks like I have no choice because I've already spent a lot of money and have to continue...
But you should stay away and don't give them your money.

I had an iphone that i brought into best buy for repair or replacement. I left an email address for them to contact me when my phone was ready for pickup, and i also left a phone number to a friend who could tell me they called. They told me it would take 6 or 7 days to be ready for pick up. They did not call or email me when the product was ready to pickup. I called about my order on the 7th day and was told that it was ready to pickup. I went to the store and they had replaced my phone under warranty, but they lost my SIM card. I told them that the sales associate did not give me the SIM card to hold onto while they sent in my phone. They told me that they don't have SIM cards for straight talk, so they looked online and found that Walmart sells SIM cards for straight talk. They gave me $1.25 and told me to go to walmart and they could sell me a SIM card. I went to the walmart, and i get my service auto refilled, so i never buy "time cards." The sales associate at walmart told me they don't sell JUST SIM cards. Now that geeksquad/best buy/ apple lost my SIM card, i havent had any phone in my household for over a week. I am a college student and need to use my phone for assignments, and i have not been able to use the apps. I STILL do not have a SIM card for my iphone that geeksquad replaced, its been about 10 days without a phone.

When I purchased a laptop this past August 2017, I was offered your Geek Plan. Your sales representative made us believe the plan would cover everything. Took the laptop on Saturday Nov 4, only to find out it was not covered. They made us buy a 1 year service plan. Told us it covers up to 3 devices. In April I bought a desktop with a 3 year service plan. Geek Representative said you changes the policy.

I have been trying to track down this policy with no avail.

GEEK SQUAD HIDES BEHIND YOUR HORRIBLE TELEPHONE AND CHAT SYSTEM.

I NEED TO TALK TO SOMEBODY IN YOUR CORPORATE ABOUT THIS ASAP.

I called Reservations at Geek Squad 11/3/17.
Stated I have an OLD printer that has stopped working but I have tons of ink. Is there anything i can do about seeing if it is repairable? The closest Best Buy is an hour away.

I gota reservation. (the person on the phone got a tick on her completed for the day counter)

Drive a hour. They have my reservation for 3:20pm (another tick on a metric).

He will not let me check it in till he tries it. But I can not leave the store till he checks it in.

Best Buy Owasso has attentive floor clerks, I thanked 5 for noticing me.

His counter is open so I go back.

His check consisted of plugging it in and popping the ink cartridges in and out. No, It was not working. He basically said no way to fix it. Throw it away.

I spent 2 hours in the car to be:
A. treated so condescendingly, When he said "I did pull the cartridges out and put them back in again" As if I had not tried that?!
B. told they would not even try to fix the printer.

I had asked can this old model be worked on BEFORE I got in the car.

I wanted a working printer. I wanted information. I would had accepted no we will not work on outdated printer when I called. But an entire afternoon + gas to be told "popped the ink in and out so it can not be fixed'.

I have changed over from a top end ASUS machine to a top end (msi). The operating system change has further caused me to need support. Out of the five or six service calls half have been, shall I say, SAD! One of the Agents made such a mess the brand new, one day out of the box, (msi) that it needed to go in Store Tech Support for two (2) DAYS! This is just Wrong. At one time Geek Squad management seemed to care about the clients... But now. I'm just telling everyone who will listen that Geek Squad is getting to be just this side of a scam. 50-50 is not business, it is not really even "craps."
Respectfully
Smitty

it is a crap shoot every time I call. The truly Great Agents are having there reputations destroyed by

My mobile phone was under Geek squad protection plan. The display stopped. I went to Best Buy where they checked the phone and advised me to call Geek squad for a replacement handset.

I have called Geek squad 7 times and it has taken me on average 45 minutes to get through to them. On 2 of the 7 instances, I got tired of waiting and disconnected the call after 45 minutes.

As I do not have any other handset, and I wanted a replacement at the earliest, I was offered "Expedited delivery" option where I had to pay the deposit amount of the phone right away ($750) and I would get a replacement within 3-5 business days, and then send them my non-working phone. I paid the money. I received no communication from them post that.

Bottom line: The 5 business days' timeline is past and I haven't received the handset. The customer service dept., including the supervisor is asking me to wait for a few more days. My request to speak with the manager fell on deaf ears. I was told by the supervisor that the manager had other things to do and that he could call me after 48 hours! C'on really? I thought the manager was supposed to take care of and help their customers - the reason for their existence. I haven't witnessed such apathy and lack of customer service.

My time investment following up with Geeksquad & visits to Bestbuy: approx 9 hours
Mental trauma: Very high, including migraine and headaches resulting in lack of sleep
Cost of not being on mobile network: Huge. No connection with anyone for over a week + missed appointments + missed bill payment updates

Finally, help received from Geeksquad: Zero. Just blame game and finger pointing to other depts.

I WILL NEVER OPT FOR GEEK SQUAD. By the way, I still do't a phone.

I am complaining about Service Order Number: 00461-[protected] I sent this computer into Asus witch is the manufacturer they tested it and then quoted me at 483.54$ for a LCD repair. I brought it to geek squad and got quoted at 200 and something so I sent it in to geek squad. Then I get a bill for 700 something plus 60 something in tax. I am contacting the better business bureau about this problem. I have been treated disrespectful by geek squad employees. I have not been helped in any way or given any advice or offered anything. I am going to pursue this with my attorney and to the fullest extent possible. I am looking to have some kind of discount on this. It does not have to be a large discount but I think it should atleast be 100$ I have video proof of your manager and other employees treating me very poorly and being disrespectful. The store I went to is at best buy geek squad and the address is 1100 N Galleria Dr Middletown, NY 10941.

I do not have a client number my name is Tamike Crumpton and my cell phone number is [protected] and I have canceled this charge multiply times since November 2016 I have not had this phone and discontinued by contract. I have filed complaints with my credit card company and they take the charges off then geek squad bills again. I have filed a fraud investigation and have terminated my contract with capital one due to this and will be filing a fraud complaint against geek squad and the federal trade commission because this is fraud. I have called several times and including today was not given a confirmation number but this is FRAUD!

I am absolutely fed up with the geek squad customer service in Vernon, BC. I took my computer in 8/8/17 as it was not working. After 10 days they tell me that they can't fix it in-house but can send it offf to the depot. 2 weeks later they tell me what is wrong and I agree to the repairs. I get a call that it has been shipped and after a week I still haven't heard that they have it in Vernon. When I go in to see where it is I am left waiting for 15 minutes while the employee deals with someone else, but no acknowledgement that I am there. In the meantime another employee moves in front of us. Having an appointment I leave. In the morning I phone and am asked to wait 10 minutes later I am still waiting so I hang up. I phone back and get a person and let them know what I want. Again I am left waiting for 15 minutes. Finally giving up I go to the store where I wait in line for 10 minutes and when I do talk to someone it takes another 15 minutes to find my computer. When I finally get it I am told there is something wrong with my windows 10 version and if I want it fixed It will take another 3 weeks. I am paying monthly to be able to keep running properly and 9 weeks for a repair is excessive. Something needs to be done with their customer service.

I have tired to speak to your employees on the phone. I am now going to cancel my service and go with apple care because no body can understand english. When you bring call centers back to Canada and employ english speaking people. I know they speak english but I can understand them half the time. I also asked if I could speak to a manager and got a very hostile lady that was no help. I was sent a bill from geek squad saying a payment has not been processed. All I wanted to know was why would they try and take money out of my account when I pay for their service through my service provider. I have the bills statements from telus saying I pay 14.69 every month for my geek squad warranty. The only thing I got from your idiots is why I pay for my geek squad. I know why I want to know why they are trying to take money out of my account when I have payed for this service on my service provider . My email is [protected]@gmail.com. I would like someone to figure this out and get back to me or your service will be cancelled and I will go to BBB and media regarding this double billing scam your trying to pull.

I am extremely upset and disappointed with geek squad. I ordered a Samsung tv and installation for today. Geek squad used a third party and didn't notify me first of all. I would have liked to know that or I might not have used geek squad in the first place. It would be nice to know that. Anyways, I was told my installation would be today from 8-12pm. I even called the 1800 phone number yesterday to confirm. Well it is now almost 3 pm and no one has contacted me about being late or anything. So I called the third party myself and they told me that they had to reschedule and should have contacted me 3 days ago. So now I am not getting my guaranteed installation that I payed for and have been doing all of the leg work to find out what is going on. I have been going back and forth with supervisors from Geek squad as well as InstallsInc which I shouldn't have to do. I expect to get fully compensated for the installation charge whether it be from the third party (InstallsInc) or Geek squad even though I was only offered a 25$ gift card. I spent almost $6, 000. I was also given different times of delivery... emails were saying 12p-4p and when I called to confirm i was told 8a-12p. I am very extremely disapointed in both the third party and especially with geek squad! I am seriously considering not using geek squad again in this is how things are operated.

I have been dealing with trying to get a replacement phone for the past month with still no resolution. I received an email that they can't give me a phone but would be emailing me an electronic gift card, it's been a month and still no gift card. Every time I call them I am told they are sorry and they have submitted it and I need to wait, 24, 48, 72 hours. I've done this week over week and still no gift card. I have received all their emails regarding if I don't return the defective phone within 30 days they are going to bill me an additional $265 yet they haven't even provided me a replacement. They had no problems charging me the initial fee to get the replacement. I am so tired of getting the run around. I paid $150 30 days ago and I still have a phone that is defective...

I purchased a membership via Best Buy branch (Orangeville, ON) on 28th of July to get 2 x TV brackets installed.

At the point of registering, I was not told of a minimum 12 month requirement to be with the membership.

The tech was able to come and install only on the 17th of August. When I contacted Geek Squad, I was told that I have to pay $200.00+ for cancelling or speak to Best Buy. When I called Best Buy, I was told that they do not discuss cancellation details with customers as per Geek Squad and to go back to Geek Squad to help.

I have called Geek Squad again and this time spoke to Cathy, before called and spoke to Jody. They said, there's nothing they can do to help and it's my fault, I didnt read the fine print. No Managers available to discuss either and asked me to keep paying 19.99 per month for the next 11 months.

Can you please help me?

I just left best buy an hour ago. The guy helped me look for a new power supply. I was excited and went home to plug it up. What he didn't tell me was that it could also fry my desktops motherboard. I'm which case it did. I know own a 400$ paper weight. Is there anything you guys can do about this!?!? Like I've spent a lot of time and money on this and now I can't do anything with it. I am very pissed off and will first and last I ask for help form a geek squad member.

My name is Mary Sturgis phone nbr [protected] at 15111 Freeman Ave unit 26 Lawndale calif 90260. My problem started the end part of 2016 when I started getting messages from Geek Squad that my renewal was upcoming Nov 2016 and for me to renew it . I did not have sufficient credit on my Best Buy account do I ignored the messages and did not renew it. The next thing I knew was my account with Best Buy was over its credit limit due to the Geek Squad going in and automatically renewing the service without my consent and to me that is "FRAUD". I have spoken to several agents ranging from the Geek Squad to the Dispute Dept to the Customer Service Dept and back to the Geek Squad department without anything being done about this problem and to date my account is still overlimit due to Greed of your Geek Squad Department. I am asking for your assistance on this matter

I renewed trend micro after the initial 6 month subscription stopped, and my payment was taken. I received nothing after the email that said thank you for the payment. It was just today, that after 8 months I had not received instructions or directions how to download trend micro to activate. I am very disappointed that after 8 months of no service for which I paid I will need to pay again in just under 5 months. I think I should be compensated for this pure case of neglect and misrepresentation on your part, not mine. I don't know how your geek squad ignored their position in informing me of what should happen next. My payment was received immediately and that was it. Please advise how this issue can and should be resolved. I was unaware nor made aware of what steps needed to happen to protect my investment of my pc Dell laptop purchased at Best Buy

Hello, so I'm not normally one for complaining but I am very upset and angry and this entire geek squad thing has given me nothing but a head ache. So for one when I purchased my phone I also was signed up for geek squad without being told about the monthly AUTOMATIC service fee charge of 8.75 or what ever it was. So when I actually found out I kept it cause it wasn't a big deal at the time... until it over drew my bank account so many times without warning ... this service fee has costed me so much money through my bank because I have no job now and it still continued to overt draw my account... And I was never told that after a year all the services I signed up for would be absolutely useless... I recently went in to get my battery replaces only to be told that it would no longer be a free one time replacement as promised due to me having it for over a year. So I was not happy when I was told what the service fee would be. Not happy at All. And now my bank account has been over drawn for the last time. Because inhale cancled my account with you due to lack of information, complete waist of effort and money and head ache. This has been the worst experience I have ever had with any form of "company". I would like a refund of some of my money that was waisted. But I probably won't get that either. So I'm sorry to say but if anyone ever asks me about Geem Squad... I will give nothing but bad reviews and suggest to never get it or to cancel it right away. Again I am sorry but I had the worst experience.