Geek Squad
Reviews and Complaints

Myrtle Beach store: The caps key was locked on my HP Stream and I had read that rebooting by removing the battery will solve it. With the HP stream that entails taking the entire keyboard off which I did. Unfortunately I broke the power button strip and the computer would not turn on. I also had several pictures that I took of WWII sites in Italy in research of my Dad's WWII Anzio Beach landing. I did not have them saved. Since I knew exactly what was wrong I took my trusty laptop to Geek Squad. Gingerly explaining to the uninterested man behind the counter that "yes I know I can get a new laptop but I really need the pictures off of this one." I also explained exactly what was wrong. He plugged it in and obviously it wouldn't come on. He then said. There's nothing that can be done. If you insist though we can send it out to the factory and it will cost $400-$500! I said to him "but you didn't even look under the keyboard, it's a white strip that attaches to the power button and the keyboard." He then said "again, I told you it can't be fixed." So...I found an old Stream on Ebay for parts for $15 replaced the keyboard and am writing this complaint from it!. I know nothing about computer repairs being a hospice nurse but maybe I should do this on the side, right? The fact that he also called me "dear" speaks of ageism. I will never go there and never recommend them. There is no resolution except they are condescending fools that work there.

On May 22, 2017, we took a laptop to the Knoxville TN location for repair (we are from TX, were working in Knoxville). We were told the motherboard was fried by Geek Squad. We bought a new laptop and had Geek Squad move data from "fried" laptop to new Dell laptop. A week and a half later, the Dell crashed...we were home by then, and was told operating system failure, so our San Antonio Geek Squad set us up with a new laptop. After we returned home, we turned on the ORIGINAL laptop that Knoxville GS said was fried, and it worked! Turns out, only needed a new battery! So, in essence, we had to pay to gave data moved from computers to new ones TWICE! I believe we should...at the very least...be compensated for this, seeing as the 'fried' laptop is working perfectly with a new $25 battery!

6/13- initial Complaint filed
Went to Best Buy store and was advised system was down. Filed claim over the phone. Claim # 1579481.
6/15- Empty Box received
6/18- Call Geek Squad advised they don't know why I didn't get phone. They are referring to front office?
6/19-Got email saying my phone is on backorder.
6/22-Call Geek Squad again and asked for supervisor. He cancels my claim and issues new one. Says claim filed wrong. New number [protected]. Tells me to go to local Best Buy and they will give me a phone.
Best Buy has no idea what to do with this claim. After 2.5 hours the manager can not get phone claim filed. No help from Geek Squad on phone. He gets approval to fix my phone under AppleCare Warranty.
This process has taken near 5 hours of my time. I still have no phone. It has been 14 days.
I want some type of compensation for this.

I purchased a Lenovo laptop and Geek Squad protection plan in January 2016. There was a 6 month trial of Kaspersky Protection. When the 6 months were up [July 2016], I went in to renew Kaspersky and extend the Geek Squad protection as well. So today, 6/25/2017 when I called to renew Kaspersky and Geek Squad Protection, I was told that the GeekSquad plan expired in January, 2017! I explained MANY times that I did not receive any renewal notification. And was told that because it had expired the only option available to me was $199.99 per year/ or $99.99 plus $7.99 per month for coverage which is much more than the $99.99 annual renewal I signed on for. I had been transferred from support to billing in total 6 times, I repeated explained the situation, one person even hung up on me although I was not rude in the least. When I finally got a supervisor - she only echoed that because it had expired- that the original plan could not be reinstated. And even though I did not get a renewal email notification "I should know when my plan expired". I explained again, that I thought it was in July which is why I was NOW calling to renew. That point was lost! There was no record of renewal notification and after I asked repeatedly to renew at the original rate, I was told that could not be done. Exceptions are always made - especially when there was a failure in communication from the Merchant. After an hour and 10 minutes of this nonsense, I gave up. With the exception of Amanda, it was impossible. Why would I call to renew 6 months after an expiration?! I have been a good customer!

I have a Samsung side by side fridge bought Oct 2015 and it stopped working since June 6 - I called to get an appointment for a technician and they send me technician on Friday. I already lost 3 days here without a working fridge...
the problem with my fridge was that temperature was going up and down, the technician opened it and told me there is a computer issue, I don't know what he did with my fridge that since Friday after the fridge stopped working completely and I had to plug it out. It's now Summer and I live without a fridge, I already lost all the foods and meat I had in my fridge, they told me they refund me 200$, but this is not covering half of what I have lost..Plus since I am not able to but anything so I have to keep eating outside.
I have two elderly people at home 64 and 67 years old and they cannot eat restaurant food due to a diet they have, now my father is sick! I have no cold water at home no food. today it Monday, I called the customer service first in the morning, they agent told me he will call me in the afternoon, he didn't call me So I had to call again and wait another 30min while I am at work! the agent told me we call you tomorrow and let you know what will happen... Is that fair? how can I live for now it's a week and I don't know how long more I have to wait to get my fridge back! and 200$ is not enough at all Plus my father got sick! who is going to cover all these damages that I gain so far?
I am sending you this if you can do something and expedite this process and cover up more of the damage I gain..Or I will follow this through some other official channel to submit a complaint to court.
thank you for your understanding
Zeinab Firouzimehr
[protected]

Last winter I had problem with my Iphone. I submit a request to geek squad for replacement plus I had to pay 100$ for the replacement because of my plan.. I end up to accepted it. Few day later, Iphone defective again.. it happens 3 time in few month. Now this summer I put my sunglases and realize that I can't see my screen with sunglases. I called again they informed me that my contract ended last winter.. noine informed me that my contract was going to end. Now I am stuck with a interminentent frozen screen that I can't look at my phone when I wear sunglases. I am very disapointed that nobody informed me that this contract had an end date plus that they do not replace defective device that they are sending to you... I called them and they told me that they were nothing they could do form me.

I have a Samsung washer that was not spinning clothes. I have a warranty. I called Samsung and they said there was a recall and came out to fix the recall. They said the washer needs to have the recall fixed before repairs can be done. I called to make an appoinment as instructed. On a Wednesday, they took all my information I was told someone would call me for an appointment. Four days later I decided to call since I have not heard from anyone. Well they said they would escalate the order. Come Monday I called again. Same thing. Well I finally called and Best Buy put me on hold and called and made the appointment for me. They are supposed to be here today between 8-12. I took off work. They don't have any appointment for me. It is now 2 weeks of me calling and without a washer. 2 weeks and still no appointment. I don't get paid if I don't go to work so here is a day I lose money. I will never buy from them ever again. Will not use geek squad or best buy again.

Well. I'm rather ticked off at the way geek squad is ripping me off. Two-year policy effective 10/15/16 for a printer I recently sold. Three months with zero service calls. pro-rated refund of $9; I paid $49.99. policy in effect 1/8 of the time paid for or 88% due back. Refund is 6%. Approximately. I thought $25 was more than fair but he kept saying the computer decides it. I asked for a supervisor to override it and he said no. This is a blatant rip-off. They made $41 for doing nothing.

Jan 7, 2017 geek squad sent an e-mail stating they had renewed my plan and withdrew $32.24 from my account to cover the charges. I did not authorize this withdrawal. On jan 8, 2017 I called geek squad to cancel the services and was told the money would be reimbursed within 1-2 days. Wrong! I called back and was told the amount would be reimbursed within 10 days which I waited until jan 23, 2017 to check my account. No reimbursement. I called geek squad on that same day and they informed me my bank was at fault because the deposit had been made. Just to assure my bank was not at fault, I called them. No deposit was seen; only the withdrawal. I called geek squad back for a 4th time, ask for proof of reimbursement and they said they could not give me proof and for me to check back in 1-2 months. How stupid do they think I am. How many times do I have to be lied to before geek squad quits screwing up. Is there anyone in geek squad that really cares about it's customers and can or will resolve the mistake they made? I've never had this kind of problem before with any company on reimbursing my account for one reason or another. It seems my next step is to contact the better business bureau. I did not get the names of the contacts at geek squad but I have 2 of 4 case #'s which are [protected] and [protected]. All I want is my money reimbursed and I promise never to contact geek squad again for any reason.

Asus laptop model number m70vn-c1
Service order number 00101 - [protected] dated 12 7 2016
Geek squad services at 25422 el paseo mission viejo 92691
My name is kim mckinney address is
24572 quintana
Mission viejo 92691
[protected]
Email: [protected]@gmail.com

I brought in my laptop to the geek squad and had to purchase the one year service plan for $200 for them to find the problem I was having. ended up needing a new hard drive which they installed. they installed windows software onto the new hard drive. when I went to pick up the laptop I noticed that the touch screen no longer works. I then had to leave the laptop again so that they could trying to figure out the issue with the touch screen. several hours later I receive a phone call stating that the laptop cannot be repaired and the touchscreen still did not work and that there was nothing else they could do. I am very dissatisfied with the service I received and the fact that there was no compensation in any form or manner from the service reps or managers. I now have a very expensive laptop that I specifically purchased for the touch screen capability and now it doesn't work.

Been thrown out of geek app saying I dnt exist and i've bought numerous items and built up my rewards, bought n paid 4 3 lasers and bow there saying there is no history of dem so I took 3 screenshots of reciepts sent wiv no reply. I would like a full refund please and I will never b shopping wiv dem again, thank you. I've spent not a lot over last few month but built a decent rep wiv da site so y they r messing me about is goin 2 b a solicitors job if it isn't resolved as soon as possible

I took my computer in to the 00159 white marsh maryland location for a hard drive replacement they started out by getting the wrong recovery media my plan id is spa00gsts1016750100 computer is a asus cm5675-07/intel core 15 650/8 computer model cm5675-07 sku 9964819 desktop machine I was told it needs a recovery media they had me get the disc something they should have done since I have it under contract with them I got the disc they said wrong one and I have no help with resolving this situation to any kind of satisfaction what so everi even had someone from stony creek va call he told me to take it back the problem would be resolved took it back and went through the same damm crap all over again wish someone would get them to repair this computer I have filed complaints with lisa smith resolution specialist for best buy at hq also bbb and a number of other places I am to the point where i'm thinking of taking them to court

07/18/2016
I purchased a macbook air on 06/15/2014 from best buy (us$ 999) and I purchased a geek squad two years protection plan (us $ 290) so I can renew it when it is expired. I usually take care of my devices, so I did not use it through these two years, unfortunately on july/2016 I needed to use the plan for something happened to my macbook. When I called them they said that the plan is expired and we can not do anything for you now. I was crazy to know that my plan is expired without them notifying me about the expiration and offer me to extend it. I contacted them for two days, all I got was very unhappy response, very rude, unhelpful. Their excuse for not notifying me was they don’t sell this protection plan anymore and apple is taking care of this. I asked them why you did not tell me so I can go to apple and purchase the protection plan, what she replied “go now and purchase it”! Just imagine going to apple and ask them to sell me a protection plan for a damaged device! She was making fun of me. When I told the manager of the store I will post a complaint, he said “please do!” I paid almost ⅓ the price of the macbook to save it when needed and ended up with damaged macbook and almost 300us$ in trash. Very bad customer service

I received the replacement phone from geek squad and it is also not working properly. It turns off after 10-20 seconds. I called them immediately, then I received an email from them that they will just send me an e gift so I could buy a replacement phone. I received a box and shipped the cellophane that is not working properly. I received an email after 2 days saying that they received the item and will refund me my security deposit. But after 15 days they haven't refunded me my deposit. Instead I received another email that they just received my cell phone and will pay back my deposit, also on that day they email me that the phone I sent back has cracked screen and I they will charged me $100 for the accidental damage fee. I never used the cell phone and when I sent it back it has no damage or cracked screen. But they charged me for something that I did not cause. I am disputing the charges and still hoping for the best result.

Best buy / geek squad

It has been over 48 hours since my last call. I have still not received an email confirming my refund of $250.02. I would really like a response back regarding this matter. I am now paying interest on your charge.

Sent from yahoo mail for iphone

On wednesday, march 23, 2016, 10:43 am, joelle fritz wrote:
On january 9th I went into a best buy store with a phone [protected]) that I have insured under geek squad protection plan. Since then the following has taken place:

1/9/16 service request # 1112051

1/12/16 I received a refurbished phone that was unable to be unlocked. I called geek squad and after multiple calls and going into a best buy store to have a technician assist me, the phone was still unable to be unlocked.

1/14/16 spoke with sharon @ geek squad who issued a gift card @ 910 am. Confirmation number provided was 304796

1/18/16 I received a second refurbished phone from geek squad and the same problem occurred with the second refurbished phone. Again I went into best buy store and worked with a technician. The sim card was exchanged and still the phone would not unlock.

1/19/16 began working with apple who issued me another phone since geek squad said the problem was not on their end and that they could no longer help me. Apple and sprint were able to help me unlock the new phone that apple sent me. I returned the initial broken phone to geek squad. I returned the 1st locked refurbished phone that geek squad sent me to geek squad.

1/26/16 spoke with rachel for 27 minutes and case was escalated. This was due to emails that I was receiving that the phones I returned to geek squad were locked. Rachel assured me that the case would be resolved and I would not be charged. Case # [protected]

2/6/16 called again after receiving another email demanding that I unlock the phone or be charged. I was dispatched to the department that handles charges. Case # [protected]

3/1/16 called again after my credit card was charged $250.02. Spoke with jennifer for 39 minutes and then was transferred to supervisor cher for a total of 50 minutes and 23 seconds. At that time, I was told the case would be resolved and that the charges would be refunded. I was told we are so sorry for the inconvenience but there is nothing we can do except refund the charges and to escalate the case for someone in best buy or geek squad to call you back from corporate. I was provided with 2 emails to contact customer service.

3/23/16 charge of $250.02 has still not been refunded. I called again today. This charge is on a credit card that I am being charged interest on. This is the worst customer service and communication I have ever experienced. I have used geek squad for 10 years. After this experience I have nothing good to say about the company or your service. Case # [protected].

3/29/16 I called again and spoke with anyuri in the renewal and cancellations department. Then shannon in the customer relations department. Then danielle in mobile department (id #a1219611). At the end of that call I was finally transferred to edgar in the mobile service department. He explained to me that we could walk through the unlock your iphone again to assure that the phone was not locked. Case # [protected]. Due to not having the sign in email/password I had to call once my son got home from school. I did so again on 3/29/16, calling 1/888/best-buy and spoke with wally. Wally went through the case with me again and walked through assuring that the iphone was not locked. Wally then escalated the case to a gser (geek squad emergency response) with jovan and told me that I would hear back via email the results.
4/5/16 filed a complaint to dispute the charges with the credit company that the charge was charged to.

4/5/16- no response, I called 1-888-best-buy again. Spoke with ryan who said the case is still open. Ryan asked me if best buy sent me the phone back since it was no longer useful to them. I explained to him that I was told it was in a bin with hundreds of other phones. Ryan then transferred me to diana in the mobile services department. Diana again told me my phone is locked and it is my responsibility to respond to the emails that were sent out and because I did not so within the 30 days that the charge is valid and there is nothing that they can do for me. I explained to her that I have called multiple times through february to assure that I was not charged. She said there is nothing further that she can do for me. I asked who I could speak to and she said her supervisor and then said it will be awhile. I explained to her that I spent 3 hours on the phone on 3/29/16 and I would gladly wait to speak to a supervisor so that I could get someone high in best buy to hear my complaint. She stated "its going to be a long day". Conveniently at 59 minutes into the call and after keeping me on hold for 30 plus minutes for a supervisor the phone disconnected.
4/5/16 jennifer (supervisor) called me back after the disconnection. She was very polite on the phone and listened as I again explained the story from january 9th until today. Jennifer then ran the imie numbers on the cell phones to assure that the one that I have been charged for is the one that is in fact locked. Upon return of running the imie numbers jennifer stated that both phones show as unlocked but that there is no date listed as to when they were unlocked. Jennifer escalated the case again to corporate to see if they will refund the monies. It was explained to me that the problem with corporate will be that the phone was not unlocked within their 30 required days. I asked her if it will make any difference that I have called in response to every email referencing the “locked phone” that best buy / geek squad has sent in february. Still waiting for it to be determined… here’s to waiting for 4/12/16
Best buy corporate customer care po box 9312 minneapolis minnesota 55440
Additional case #'s from other undocumented calls
Case # [protected]
Case # [protected]

I purchased an h/p pavilion 20 all in one june 2013 with kaspersky security and after 2 years, I renewed. Had problems after 2 years and was referred to the geek squad as I had all kinds of viruses according to the geek squad. How did this happen with the protection I paid for? The geek squad charges me $199.00 to fix. Two month ago all of a sudden kaspersky was gone with over 200 days left on my subscription. Contacted kaspersky and was told to buy a disk for $16.00 and some change, i've never received the disk. Told to upgrade from windows 8.1 to ten, lost my email and every time I contact windows they say to use a password they will send in my email. How can I that if I can't get into my email and of course geek squad can fix it for $199.00.

I too was lied to in order to get me to purchase the protection plan. I have had protection on cell phones through sprint with assuron for years. Was told this was soooo much better because there was no deductible. One son dropped his phone on saturday... Went to sprint... Had a new phone in 2 days... Including a sunday and a monday holiday! Second son broke phone on sunday... Went to geek squad... Was told 200. Deductible... Ok... Paid it... Told have new phone in 2 days... Great! Tuesday came... No phone... Called geek squad... Out of stock... Maybe 5-7 business days if they get any in! Do not buy phone protection from geek squad!

Called geek squad if they can help me with my new laptop since it was telling me that I have to log in as administrator every time I update an old game of mine. The agent told me it's an easy fix (agent name is Brandon P) and started asking for my visa info.

To make the story short after how many minutes I was on the phone with the agent, he told me that he can't help me and he promised me that I won't be billed since he wasn't able to fix the problem.

Check my bank statement a week after and they still billed me. I don't know they billed me because they weren't able to help me?

A couple of years ago, I was getting virus warning messages on my computer, so I took to best buy/geek squad to be cleaned. They also installed kaspersky antivirus on it and said if there were any further problems, they would correct it for no charge. At the end of a year, I started getting virus warnings again, plus notices that I needed to download a new version of kaspersky for a fee. I took the computer back to geek squad and told them to get rid of the viruses, do a tune up, and put in the new version of kaspersky. When I went to pick it up, they said everything was done, and I had to pay them for the tune up and virus treatment, which I had thought was included in what I paid the year before, and the new version of kaspersky as well. As soon as I got home and turned my computer on, I got a virus warning, and a notice that the kaspersky antivirus was out of date. Geek squad had not installed the new version. I took it back to them, and they acted like they didn't know they were supposed to install the new version, in spite of the fact I paid them for it. They said I had another virus, and that it came from something I had downloaded — and I hadn't downloaded anything yet after getting it back from geek squad. This time they did install the new version of kaspersky, and also found more viruses to delete, but they also deleted my pop-up blocker. I had to re-install that, and the computer worked okay for about a month, then I started getting virus warnings again, that personal information and credit card numbers, etc., were not safe, and supposedly coming from att, mozilla, and yahoo, and giving a phone number to call to have the problem corrected. My son, who is a software developer, told me these were scams and not to click on or call them, so I did not. He also told me that kaspersky antivirus is made in moscow, russia, so who knows what kind of spy-ware is embedded in it. I'm sure geek squad gets a kick-back from them to sell it. It certainly doesn't prevent viruses very well, as I have had ten times more problems with viruses since geek squad installed it on my computer than I ever had before. The most recent issue of consumer reports rates it far below most other antivirus programs. As far as I am concerned, geek squad has ruined my computer and I will never take it, or any other device, to them ever again.