Geek Squad
Reviews and Complaints

It is sad to see how best buy train its employees to lie in order to sell protection service for cell phones. I was clearly told that there will not be a fee assessed if ever my phone needs to be replaced. Customer beware, I pledge not to ever trust any protection plan from geek squad. I will not even buy from the store anymore. I will go to micro center for my computer and other electronic needs. I feel robed. Although I wanted to go with experion for protection plan, the fool convinced me to go with geek squad instead because of the no hassle replacement.

I purchased a cell phone protection plan from Geek Squad in December. I told them I had the protection plan before and I liked it. However, they failed to tell me that the plan had changed in the following ways: 1) service is no longer available in store 2) there is a $200 deductible each time you need your phone repaired! In fact, when I did need my phone repaired Geek Squad told me I had to put a "deposit" down until they received my damaged phone, then they would release my deposit. I even called Geek Squad about the details and they reinforced this notion. Come to find out, that was not a deposit but a service fee. I did not find out I had service fees until after I signed the contract and paid the fee. They completely lied to me on 3 different occasions and stole my money. The damage to the phone would have cost my $150 with no plan. Instead it cost me over $350 by the time I paid for the plan and the "deductible".

“cheat squad” would be a more appropriate company name. Seems the company’s business model to “sell the $200 protection plan” and don’t worry about the fall out if your skill set is subpar for making in house repairs…. A simple task of installing a new hard drive on the hp laptop left for repair resulted in four missing screws on the underside. Plus the keyboard was not intact (hard to guess what spare parts may have ended up on the work table) and eight keys on the keyboard would not function. Upon return to the store to report the condition I was told “we are not authorized to open the case” …the case had to be opened to install the hard drive… turns out, they lied to me and I never needed a new hard drive in the first place. They claimed I needed a new hard drive because they are not qualified to remove the malware or viruses that were on there in the first place. I had to find another company to get it cleaned up and fixed. I ended up finding safepcfix based out of socal. They were able to log in and fix it remotely in a few hours. They sent me the screws that geek squad lost for my laptop.

These poor young geek suqad employees are being fed and fattened up on a corporate line of mumbo jumbo that covers up ineptness and a fraudulent business model… eventually the result will be the end of any integrity for the geek squad brand and their own employment…. Needless to say when I checked in with safepcfix they were friendly, helpful, respectful, knowledgeable, quick to diagnose the issue and reasonably priced…now that is a great business model. I have no problem with a referral…buyer beware at best buy and geek squad agents….

has anyone brought a computer to Best Buy (or its “Geek Squad”) to have the data on that computer transferred to another computer/drive, and ultimately were told that the old computer drive was corrupt (or some such), so that if you wanted the data transferred the old drive would have to be sent to another location for more in-depth/complex work and it would cost more than you were originally told.

contact law firm to recover your losses at no cost ore expense at 800.511.7037 or email at [protected]@tripplevy.com

I purchased 2 Samsung Galaxy 4s and a IPhone 5s... Spent over 500 dollars in the store. The Best Buy representative advised that I get a better insurance for my phones instead of Sprint. He informed me that my phone would be replaced if lost, stolen, or dropped. I specifically asked if it would be replaced with a brand new phone or refurbished one (since I had a similar experience with Sprint a month ago). He said it would be a brand new phone. So I said it would be well worth it (after my almost $500+ dollar purchase). I purchased the Geek Squad insurance for three phones paying 30 dollars a month for the past year and a half.
Last week my Daughter cracked her screen. I took into Best Buy to have it checked out and replaced. They informed me the geek squad had changed the policy and I would have to pay $150.00 to replace the phone and put a $250.00 hold on my bank account while waiting for a refurbished phone to be sent to my house. I told them I did not know about their change in policy and it wasn’t the policy I signed. So he waved the $150.00 but said I still need to hold $250.00. Once again I explained that I didn’t sign that contract and I was unaware to the policy would replace it with a refurbished phone, what happened to the policy I sighed that would give me a replacement phone with a new phone?
It seems like the Geek Squad representatives were very familiar with these complaints and did not seem to care whether they gave quality customer service or not. I really do hope there is a class action lawsuit against Best Buy. I am extremely disappointed with their service and policies.

On October 20th, I had accidentally deleted my entire camera roll from my Android S4. My first child's first year was on that phone so I was willing to do whatever it took to get them back. After being up all night researching ways to get the pictures back, I decided to go to Best Buy the next day (Oct 21st) to see if I had any options. They gave me a website and a program to download from home. They said that this is the best program and should work. After paying $24.99 the program did not work on my phone or my computer.

I went back to Best Buy the next day and decided to just send my phone to their data recovery center in Sacramento, CA. Imagine my surprise when a different Geek Squader told me it was actually in Kentucky and Best Buy had to email their customer service to determine if they even worked on Galaxy S4's. After that mix up of information, they said they would call me when they received an answer. At this point, I have completely turned off my phone to hopefully reserve any chance of getting my pictures back. After waiting 5 days and no call, I finally called them. They told me to call back in a couple hours so they could finish up the people in line and then check their email. Being at work made it a little difficult to constantly be calling them but I managed to slip away again about 3 hours later. They read the email and it said that in fact, the Data Recovery Center did work on Galaxy S4's! I told them thank you and that I would be in later that evening to send off my phone.

On Friday October 31st, a week and a half after sending my phone to the Data Recovery Center in Kentucky, I received a call from a customer service agent. I called the number back and all options on the message told me to call my local Best Buy where I sent my phone out from. So I did and they gave me a different number for the D.R.C to call.

After being on hold for 10 minutes, I finally got through to an agent. He proceeded to tell me that my phone was classified as a level 3 and it was going to cost $950 to attempt to get my pictures back. I asked for a detailed explanation for that severe classification... it was because they could not pull power from my device. Side note-- The Geek Squad had told me to not send my battery as the D.R.C will just hook it up to their computer-- After talking with the customer service agent, I was told by them to send my battery. I did so and also sent my charger.

Another week went by and I called the D.R.C for an update. The man told me my phone was still classified as a level 3 as the battery had no charge either. After telling him I sent my charger, him putting me on hold for about 5 minutes, I was AGAIN told to call back the next day for an update.

By this point, I am very frustrated with these people and the lack of good customer service but I am still very much wanting my pictures back.

I call the next day and to my surprise my phone is AGAIN, for the 3rd time, classified as a level 3! The reason now- Their tools are not compatible with my device and they need to take my phone apart in a clean room. Totaling $950! I asked the guy why, all of sudden, their tools do not work on my phone when they have had it for 3 weeks and not one thing was mentioned about their tools being "incompatible" He kept telling me the same thing over and over "our tools are incompatible with your device and it needs to be taken apart. That's all the information I have" I could not believe what I was hearing! I told the man that I read their paper about what qualified for what level and a level 3 was for broken/ shattered devices. How was my perfectly good phone, in working condition, on the same level as something shattered or broken? AGAIN, same answer, incompatible tools. After realizing that this place is nothing but A FRAUD! I told them they would not be getting any money from me and to send my phone back with the battery and charger. Yet another week has passed and I still don't have my phone. NOT SHOCKED!

I wanted to write a review on Yelp but I couldn't find them so this was my next best bet. I wanted to WARN people about the RIP OFF those people are trying to call "recovery." If I can help at least one person with my experience then I consider that a good thing! GEEK SQUAD DATA RECOVERY CENTER= FRAUD!

1. No notification was sent to Geek Squad subscribers of the policy change for service. You have our e-mail.
2. No signs posted for customers to know that they need to make an appointment for service
3. No sign means that no one lets you know you need an appointment until they have time to get to you. Resulting in a 45 min. Wait just to be told you need an appointment.
4. Employee's pretending to be managers and insuring that what you are asking for will happen. But, when you arrive at your scheduled appointment you find out that you have been mis-informed. So, what do you do but be stern with your request for services to be rendered as promised.
5. Using re-furbed phones that obviously are not functioning and causing you yet trip number 5 to the store to fix the same issue.
Yes, five trips, over 8 hours of my time. Oh yes, my gas as well. I do not know about others but when you work Mon - Friday, the last thing you want to do is make five trips to the Geek's and spend your Saturday dealing with these types of "screwed up" policies.

Yes, I have personally experienced each of the above items and I am letting you know that I will spread the word (and already shared with all of my co-workers) that you should not place good money in the hands of the Geek Squad in Paducah, KY because they do not value your time. Why make appointments if you do not have the staff to conform to your own policy. Why not post signs announcing your new policy for appointment only service.

I propose the following to be implemented: Post signs for customers to make an informed decision. Never leave the counter under staffed rendering it impossible for the person to ever keep to appointments in a timely manner. Divide services into your different levels of services provided. Example; Appointment schedule, check in for appointments (same station) service center, pick up and possible a person to handle customers that are returning because what was just done is still not working.

As of today, my conclusion stands that I will not take out another contract for service with the Geek Squad at the Best Buy Store in Paducah, Kentucky. I work to hard to throw away my time and my money with this most unorganized bunch.

Thank you for allowing me to vent as I know that is all it will ever be and no resolution will come out of my statements.

I believe that all of us consumers who have been mislead by the Geek Squad and Best Buy Cell Phone Insurance Contract are entitle to file a Class Action Law Suit! All of us discovered that when you sign up you are lied to assuring the repair of your broken cell phone on the spot and once that happens you have to accept their attitude, overcharges, lack of customer service and that is not acceptable in United Sates. The BBB protects us consumers. I invite everyone here to make an official complain with the BBB as well. It will help our case. I am seeing a lawyer today regarding this matter. I feel violated and I have no cell phone until they send the replacement by mail in 2-5 days!

geek squad refused to replace my phone because it had a bent frame and cracked screen when i dropped it, after checking with my carrier they said if i had insurance with them they could replace the phone with little or no service fee because geek squad wants to charge $150 to fix my phone on the plan that i pay monthly with them. well geek squad just lost my business.

After carrying the protection plan for a few months, I had called to request canceling the monthly renewal back in Jan. 2013 and was verbally told it would be cancelled. Despite that - my card has continued to be charged for the last 18 months! I called again in June, 2014, to again insist on canceling and to insist this time getting confirmation in writing. They gave me a reference number (since they cannot send out an email confirmation) - it should be cancelled now. However, they deny there was any previous request received and refuse to refund prior payments.

I had Comcast install HD on three of my TVs and afterwards my DVD would not work. When I called Greek Squad the first time I was quoted $149.99, for all three TVs, and I confirmed the price for the three TVS. I said I would call back if I could not see what the problem was and fix it myself. Within five minutes I called back to get on the Friday schedule. This time I was quoted $149.99, for each TV. I think $450.00, is a little over the top for checking to see why a DVD is not working on 3 TVs. There is something wrong with that amount for a service call. Just be aware that they are ripping people off.

Ill preface this with stating that I'm relatively computer
savvy, however there are times when I simply do not have the time to fix the
issues caused by my families web browsing habits, nor the patience. I've
utilized Geek Squad quite a few times since the late 2000's with problems here
and there, but nothing like what I've experienced the last year of doing
business with them.
The most recent experience I've had with the Geek Squad has
left an incredibly sour taste in my mouth. In early March, I took a computer
into Geek Squad to have them remove an apparent virus. My eldest son had been
using the PC for "homework, " and had been complaining of numerous pop
ups and issues where the browser would take you to a, less than desirable,
website other than where you requested to go.
I spent about an hour going through it and trying to remove
the virus. The conclusion that I had was that the infection was beyond my
abilities and would have to be looked at by a professional. The next day, I
took it in and dropped it off with the familiar faces at my local best buy. One
of the guys in there recognized me and got the paperwork started as usual. Took
my concerns down, noted the hardware I’d dropped off and said they would call
the next day after he had a chance to look at it.
Next day rolls around- No Call.
Next Day – No Call.
Five days into it I receive a call, from someone other than
my normal tech, who says the problem is fixed, and the PC is ready for pickup.
$199.99—Not too bad, considering it was 4 or 5 days’ worth of work on the
computer, I’m just happy to have the computer back. It’s hard to share the
three computers we have in the house with the 5 family members in our
household.
Upon getting the computer home, hooked up, and turned on the
first thing I noticed was that the computer was NOT fixed. It was exactly how
it was when I had dropped it off.
I contacted the store that evening and was instructed to
bring the machine back in, and they would look at it. I immediately unplugged
it, drove it back over, and dropped it off with the same technician that
released it to me just hours earlier. The tech informed me that it would be looked
at first thing in the morning, by the technician that usually works on my
machines.
At this point, I am upset, but more frustrated. I am very
understanding and do realize that things happen. This is a fact of life.
The problem occurred when 48 hours later, I get a call to
pick the computer up. Rinse and repeat. Get the machine home, kids are using it
for a few hours to get homework down, the pop ups appear and the “browser
redirects” start happening, this time much worse than before. The computer is
now locked up and unusable. It was at this point, we shut the machine off and
left it alone. The following morning, I called and spoke with a Geek Squad
supervisor about getting a full refund for the service. The manager instructed
me to bring the computer in and they would take a look at it. At this point I
told them I had already hired someone else to fix it and repair the issues, and
I would prefer a refund. The manager said they could not do that and that I had
to bring the machine back in. Obviously, I am unable to do this. I found an
online computer repair company, SafePCFix, that will do the repair remotely and
while you watch (if you want.) They had walked me through the connection
process and were fixing it, while I was on the phone with Geek Squad supervisor
trying to get the refund from the botched job. While they declined to do it,
the tech I was working with offered to help me get a refund by providing proof
of the rootkit that was still installed on the machine.
I contacted the CC Company with the information the
technician gave me and they refunded my money back to my account. I’m unsure if
Geek Squad is going to fight the case or not, but the technician at safepcfix
told me they would help out if they needed to.
It took these guys 2 hours to fix Geek Squad’s errors and
mistakes. The computer works better than it did when we purchased it, and I am
very happy with the work. I will no longer be using Geek Squad, and I recommend
that no one else does either. There are times to skimp on repair services, and
when you’re dealing with expensive electronics, its better to do it right the
first time. I sincerely hope that none of you have to go through what I did. It
has been quite a nightmare. Note: I have annexed some details out of the above
story to save time and space. If anyone is interested in getting more details
about my experience, please email me and I will be happy to answer any
questions that you have.

I was in a very similar position to you Tom. It took Geek
Squad over a week to repair my system, and even then, I had browser problems
and pop-ups.
I found your comment a couple weeks ago and looked up
safepcfix guys. Called them and they verified geek squads problems and fixed
the errors they left behind. My laptop was still infected with a rootkit that
took 2 hours for them to remove properly. They got it fixed though, and called
when it was done. It works great now. Its actually faster than I remember too.
We ended up getting rid of McAfee too, since that wasn't working correctly.
If you were scammed by geek squad review their services and
then pick a different company. John, safepcfix, wrote me a report to give me
credit card company to get my money back from Geek Squad. Were still fighting
it now, but it looks good.

I had purchased a 1 year geek squad protection plan on my young child's laptop. When the membership renewal time rolled around I decided not to renew. I already had webroot protection for 3 computers and each time I tried to activate my version of webroot it would revert back to a copy they installed with a password only they knew. After I ignored several warnings to renew I got a virus. It accessed the built in webcamera took a picture of my daughter then it said "you were caught viewing child pornography" It had a fake interpole or FBI background and numerous pictures of actual porn. My 9 year old daughter suffered because they were mad I didn't pay for a service I never used in the first place. I had to delete her user account and make a new one. I have tried many times to install my webroot that I control only to have it revert back to a copy I do not have the password for. DO NOT GET GEEK SQUAD "protection" they are able to control your pc remotely and will play with your pc because you gave them access!

My request is uncomplicated and straight forward. I want confirmation that I paid $99.99 for the annual renewal of Geek Squad household computer protection program. And I want the paid for renewal contract.
After hours and hours on the phone being transferred and put on hold, and sending emails that were ignored, I was told that the computer system sends a confirmation of monies paid and the renewal contract three days after the order has been placed.
We never received any correspondence to verify the purchase or the contract.
At my determined request, the last CSR Jake, transferred me to his Manager Franze who said Geek Squad cannot do anything to fulfill my request. They only have one way to email the receipt and renewal contract and that was completed automatically 3 days after the purchase date. Yes, the charge is on my VISA bill.
I wrote to Corporate 2 weeks ago. No response.

Geek Squad promise to have a System Restore they promised it would be done by 12 o'clock p.m. and it's now 730 p.m. when I call the store it wasn't done yet and I've been waiting in Chico for 2 hours when I got to the store like 15 minutes later they showed me that it was only at 12 percent while I was sitting there watching it for 5 minutes it got all the way up to 25 percent Dave said they been doing it for 4 hours which doesn't make no sense at all really poor customer service will never have a nother thing bought from Best Buy and especially repaired from Geek Squad

I took 2 computers in with virus complaints, a desktop and a laptop. Tech guy checked both and told me he was able to fix the virus/bug on my laptop immediately. The laptop virus was a background audio (radio station like)that keeps going on continuously. He advised that the desktop repair will take longer and recommended I purchase a 2 year tech support and I'll get up to 3 computers repaired for 2 years. I got home and found out that rather than repair the virus/bug on my laptop, the audio was somehow disabled. I took laptop back next day and they checked it in along with desktop already in their possession. Five days later, they told me laptop was ready but desktop was still being worked on. I went to pick up laptop and they told me the soundcard was messed up on the motherboard and I need to basically purchase a new motherboard. I was disgusted with them because I had a laptop that was working perfectly fine and had sound one day and no sound an hour later, except for a nuisance background noise; but I took the laptop with me and expecting repairs on the desktop soon. I got no calls for another 6 days and I decided to call today. I got a customer service rep on the phone that first argued with me that I was called that my desktop was ready. She then proceeded to tell me that they couldn't fix it because my hard drive was damaged and I need to buy a new hard drive and then pay them for backup, give them my software for them to update. I requested to have my tech support payment of approximately $300.00 refunded and I don't want their service. She hung up the phone on me. I called their corporate head office and spoke with a rep that told me they can't connect me with a District or Regional Manager, but connected me with the store Shift Manager. In speaking with the store shift manager and telling him my side of the story, he told me he was standing by the rep that hung up on me and she warned me that I was yelling on the phone before she hung up. He mentioned it in a defensive way and I asked if he heard me yelling, he said no. I told him why then I'm I trying to tell you my side of the conversation which I deny was anything remotely close to yelling, yet you wanted to let me know you basically condone her treatment of customers before you even try to resolve the issue. It is unbelievable that this company has flown under the radar with such complaints as I'm now seeing. I intend to continue to follow up with their management, just in case they are unaware of the procedures of the customer service level employees and see if they'll reform how they allow customer complaints to get to management level. It is ridiculous for a legitimate paying customer not to have an email or mailing address or telephone number of a regional or district managerial level employee to forward their complaints to.

I previously wrote regarding UBS ports not working and taking it to Best Buy, Geek Squad for service, where thought I was informed didn't have Black Tie. (I called the company to be told the most hardware is safe or the first year, but after that, expensive so they wouldn't renew it.)

Went to pick computer up to be told "the UBS ports aren't working". I told them that is why I brought it in, but the "agent" -when bringing it in-said it was a virus which was the reason 2 of the 3 ports weren't working. He said they would do checking and had me sign a paper they weren't responsible if I lost all data, or I could pay to have it all backed-up. I signed the paper and he said, "it probably won't delete all information, but that is just in case."

When I returned to pick the computer up informed the ports weren't working, "they clean it all up and even put Microsoft Security Essentials on it"! (It was already on it when I brought it in.). When I told him-the Manager who was helping me "with 30 years experience", about the company not offering me a renewal on the Black tie, "because the first year there is rare the hardware breaks, but the second year would not be cost-effective to purchase it due to the price increase, I was first told I was lying, and then said, "it's your fault, you should have purchased a two year instead of a one year warranty." It went down hill from there not listening to me, yelling at me. I finally asked for the computer, after again telling me they didn't really check the USB ports, but would do that and would wipe out all my information. I again told him the "agent" told me they were going to do it, and assumed it had been done, and he said, "there are no notes to that".

I told him I would be forwarding a complain to the Consumers Complain, and his response? "I could care less!"

Don't use Best Buy Geek Squad! Very incompetent...They don't know what they are doing--they lost all my data in a simple data transfer to an external hard drive. They said the hard drive failed the second time they opened it up--terrible help from the manager.

I purchased a fairly expensive camera from Best Buy a little over a year ago. I brought it into the Geek Squad for repair, where they charged me a diagnostc fee of $36 and sent it off. I didn’t hear back from them for a couple of months. I ended up calling the store to get the status of the repair. I was told by the “agent” that the camera was in Texas and could not be repaired because they didn’t have the part, but I could bring it to a private camera shop in the area for repair. When I went to pick my camera up, after it got back to the store, they refusef to give me my diagnostic fee back.

When I told them that they could have gotten the part but didn’t, that became their problem and they should do yhe right thing and refund my money, they refused. They were extremely rude and unhelpful. They also tolde numerous tes that I should have gotten the extendef warranty. So, I feel that if you don’t pay the extra money on insurance, they don’t stand by their products, even if they are only a year old. All they needed to do was get the part!