Geek Squad
Reviews and Complaints

I purchased a Toshiba laptop from Best Buy in May of 2009. The tracker pad went bad and Toshiba told me to take it in for replacement. The Toshiba rep gave me two options: get it to a Toshiba service center or take it in to Best Buy's Geek Squad. I'm writing this review because I made the wrong choice. The store failed to tell me their shuttle service only delivers to the service center on certain days. There was an initial delay of 4 days between the store's acceptance of the defective unit and its delivery to the service center. The current excuse for the delay in repair (already four days from being one month and the unit has not even been checked out) is that there was a scheduled system maintenance at their facility, which created a downtime of one-and-one-half weeks. The representative I spoke to this morning tells me the techs may look at my laptop this week and then they will undoubtedly have a parts delay. If I'm lucky I'll have it back in a couple of weeks. Next time, I'll drive the unit to Toshiba's service center and forego dealing with the GS!

My dad called Geek squad regarding a defective ice maker We were not happy with a particular technician who did not want to replace the part.We contacted customer service regarding this person. They told him they would send someone else out to replace it. But the next day the same Man came back with another excuse to not replace the part. It is 10 hours later and the ice maker has made one small tray of ice. So we still have a defective Ice maker. We've had this problem now for over a month.What can we do?

When my girlfriend decided to break up with me I didn’t expect for my PC to take the brunt of that relationships demise. I found it partially embedded in the front yard along with my clothes, “my now in more pieces” record collection, “special” pictures of us, my 2 month old laptop, and MY DOG! I loaded up my belongings and found new accommodations. When I finally settled in after a few weeks I decided to fire up the computer and see what damage had been caused. It unfortunately would not load into Windows. It started and got to the welcome screen but would then freeze and got stuck and then restart after awhile. I took it Geek Squad and had them diagnose the problem. In a few days I got a call stating that I needed a new hard drive, to have the Windows operating system reinstalled (+all my programs) and if I wanted any of my old photos, files and music, I would need also to purchase a data recovery service. He then told me what it would cost $650 total to be solvent again. Being a little skeptical at this point, especially because I had just bought the computer for $850 less than two months ago I did a little research on Geek Squad .After finding numerous reviews, with pretty much the same ending, I concluded that it was too expensive to have inexperienced, and overpriced high school students fix my ‘new’ computer. I picked up my machine and went in search of an alternative.
My new roommate then told me about a company called Secure Remote Support. They had been used to help out in his office when a bunch of computers had got virus’ and infections. I looked them up on his computer and called them. I told them the problems and they said before committing to purchase their overpriced services to take advantage of their free diagnosis. I decided that sounded logical so I proceeded with the diagnosis. In 25 minutes I was told that the hard drive didn’t need replacing; the computer just needed to be cleaned and configured properly. And the Windows Operating System would not need to be reinstalled! He did recommend allowing them to perform a Spyware/Malware Sweep as well as an optimization service to speed it up to its full potential. I agreed to have them do it and within 45 minutes it was back in my hands and I was back on the internet. For the entire service it only cost me $104.99 and I even got a “No Fix No Pay” guarantee with it. It’s definitely getting far more for far less than the Geek Squad.

My husband called the Geek Squad to come out and look at my computer because it was running a little slower than usual and was about time for a clean up.

When we called them we set up an appointment for the 1pm the next day.

At nearly 1:30 we called to find out what the holdup was, and they apologized saying our Geek was on the way.

At 2:15 (or there about) we finally get a knock on the door by the Geek who was names James.

He came in, and got to work.

I was shocked when he answered his cell phone FOUR times throughout the appointment.

That wasnt the only thing that upset me, however.

It took him almost FIVE hours to fix my computer.

I understand if I had some raging virus or something of that sort, but I didnt!

Anyways, he was polite and friendly aside from the phone answering and he did his job decently.

However, upon telling my friend about my experience she told me about a company her husband uses -- Secure Remote Support.

When my son had a problem with his computer we called these guys and they were genuinely professional and were afforable.

From here on out I know where my future business is going - and where my problems will be solved fast.

Last week my computer stopped working as it should so I took it to Best Buy. The Geek Squad representative that i delivered it to told me they would notify me when the diagnosed the problem. Almost a week passed when I called to "check up" on their progress when I was told they hadn't found the source of the issue yet. A bit frustrated I asked what they'd been doing with my computer this whole time. He replied it was waiting on a shelf for the next available technician. Upon hearing this I decided to do some research on their service. Much to my dismay I found endless amounts of complaints. And tons of recommendations as alternatives such as secure remote support. I picked up my computer after another week. So total it took them two weeks to accomplish what seems could have been handled within a few hours.

I am not what you consider a "computer savy" person. I can turn it on, send and receive email, and purchase to school books. About a month ago I received a call from my bank asking about some questionable purchases. I stated, "No those were not infact NOT my purchases" and was promptly sent a new card. Concerned I traced back my spending and suspected an online purchase was the source. My roommate then suggested that my pc might be infected. UGH!
With limited experience I was weary of some of the advertised computer repair services. So I called the biggest name I could find, the Geek Squad and made my appointment. The technician came to my home a couple of days later and proceeded to work on the infection. $250 dollars later, the technician finished his service thanked me for my business and left. 2 days later I get another call from my bank asking about another $900 charge for on my new card. Again I said, "No". By this time I frustrated and concerned about my rent check bouncing. I called GS to alert them to the recurring issue that their technician failed to correct. Upon calling I was rudely told I must have done something to reinfect my machine. I am 100% that it is still the same intrusion as I only use this for school. The representative was also unwilling to even consider that they didn't fix it properly and I was promptly told they could not help me any further. So I was left with a computer that is sharing my personal financial information with the world.
I started searching the web for an alternative when I found, Secure Remote Support, which offered to fix my issues for less than half the cost of the Geek Squad. Wow! I wish I would have known that before I just gave away $250. And being a college student and being on a budget, I opted for the $79.99 virus removal service. After remotely connecting to my netbook (I didn't even know that was possible), Joe hopped in the driver seat and in 2 hours my computer was operating flawlessly again. The malicious program was indentified and removed and I was given the "No Fix No Pay" Guarantee. A couple of weeks have passed and I am happy to say that I have had no more strange charges to my card and the issue my PC had are no longer mine. :) Thank you secureremotesupport.com.

When I got to work yesterday morning and fired up the Laptop, I got the dreaded blue screen. Not good. I then tried about 10 more times to shut down and restart. Still no luck.

I could have been patient and UPS's the laptop up to our IT people in the bay area. But I have ALL of my work on there and can't afford to be without a computer for a week or so.

So, I decided to go to Geek Squad near my house in Temecula. I have bought many items @ Best Buy over the years and have always received great service so I figured they would treat me right.

Oh, was I ever so wrong to make that assumption!

I had a bad feeling in my gut right when I walked up to the counter when Mr. "No eye contact", head down with no personality quickly told me $70 to diagnose it. To his credit he did on machine, wrote down error code, went to the back room and Googled it, and came back out and said it was most likely NOT a hard drive crash. WHEW! OK, I am thinking, this guy is probably legit. They then said they would run diagnostic and contact me on my cell in a little bit.

At the end of the day, and about 4 calls later (they never called me of course), I finally was told that they had run the diagnostic. The diagnosis? The Geek told me I had over 500 viruses and malware infecting my poor Dell. Hmmmmm? I immediately was suspicious. The laptop was running full speed until that morning. Furthermore, I am somewhat computer savvy - I have a top notch antivirus/spyware/firewall program installed that is monitored by an excellent IT company we contract with. So when I immediately questioned they guy, he stutters a little and says "well, some of the, were cookies and stuff like that". No no no, can't be, I have my settings set to auto remove all of that stuff upon log out each day.

So, I get home and figure, what the heak, let's start it and see what happens! And, low and behold, the damn thing boots right up. Did Geek Squad know that is was fixed, or maybe saw the error on the registry or wherever and repaired and then decided to soak me for another $230?

As I thought about more, I came to the logical and obvious conclusion, OF COURSE THEY KNEW. They would have to have restarted to the laptop after the diagnostic and they would have seen it was running fine, don't ya think? And if not, they are DORKS and NOT Geeks.

I am by far no computer Wiz, or in this case, a Geek. But I know enough to smell a rat here. It is just a shame they are trying to unethically make a few extra bucks under the Best Buy umbrella.

I am going to now really think long and hard before I ever go back to drop down my hard earned money at a Best Buy Store ever again.

Beware of Westwood Best Buy/Geek Squad in Los Angeles. They have several incredibly stupid employees and have absolutley no regard for customers data privacy. There are two women at this location... One of which can barely speak english and has absolutley NO IDEA how to even turn a computer on. Additionaly, there is another woman there who is just plain stupid and i have witnessed this girl attempt to leave the store with a customers hard drive. BEWARE OF POTENTIAL IDENTITY THEFT AT THE HANDS OF STUPID GEEK SQUAD AGENTS! I managed to obtain this persons name... it is Anabel Rodriguez. IF you must take your computer here... speak with glen enclan and request that he PERSONALY work on your computer. This person is the supervisor and he, unlike anabel rodriguez and the others, actually knows what he is doing.

Avoid the two women at this geek squad by all means possible. They are both incredibly stupid and are the type of employees that give best buy and geek squad a horrible image.

The week after Xmas, 2009. I took my Gateway Desk Top in to have a virus removed. Best Buy quoted me $200.00 and then called 3 days later to tell me it was going to be another$100. for back up...
Not a nice way to do business... Then on Sunday January 30th I attempted to copy a CD. My CD drive would not function. I then tried my DVD Drive and it didn't function either. Both Optical Drives are not functional.
The CPU doesn't even see them. When I called today, they told., Sorry there is a 30 day guarantee. I am technically past 30 days.
Instead of taking my word and seeing the actual data in the machine they told me too bad.
You can bring it in and we will look at it... So they want to charge me for something they broke. These are rank amateurs and not at all professional.
I purchase two LCD TV's, Two Computers, One Internet Radio. Two GPS Devices and Misc other stuff from Best Buy in 2009.
I will never spend anoter penny in that store.
Mike

They forgot to return my power cord. They were unhelpful, etc., about getting me a replacement quickly. I'm leaving out some details, but later, after I called to see when I would get the cord after hearing nothing, I was finally told they would give me a universal one if I cam in. When I came in and told the manager I was going to write a bad review online, he said twice : If you are going to threaten me then I'm not giving you a cord now, you'll have to wait till it gets back from the warehouse. Wow, very, very nasty, rude, and unapologetic. I had even worse problems recently with the Best Buy appliance department.

I purchased a Dell laptop from Best Buy, and about 3 months later noticed the hard drive would start clicking after about 1 or 2 hours of use then the computer becomes unresponsive and shuts down. I take it to Geek Squad as the warranty card instructs me to and tell them about the problem. The first person I dealt with was nice enough, he agreed with me that it would probably be a bad hard drive and would be replaced under warranty. Good enough. When I returned to pick it up, I'm speaking with a different person who told me they ran diagnostic checks on the laptop and found nothing wrong. I told him that the issue happens everytime I use the laptop where I use it for longer than an hour or two and it is definitely a problem. He continued to stand behind the fact that their diagnostics showed no problems. I asked him to take it back and look at it again. I explained the problem as detailed as I could.

Several days later I go to pick it up and get the exact same story. Diagnostics show no problems. So I take it on home, knowing this problem is not just my imagination. I get home, start up the laptop and get messages stating the laptop was not shut down properly and needed to run several lengthy checks before stating up. So not only did Geek Squad not fix the problem, they further screwed it up. I finally get the thing working and sure enough about 3 hours later the hard drive clicking returned, and the laptop shut down on me. Thanks Geek Squad for absolutely nothing except wasted gas for 3 trips to your counter, and ###s in black ties telling me I don't know what I'm talking about.

Currently I'm trying to get the issue resolved through Dell, anybody want to guess what the first thing they ask? Please run diagnostic checks on it.

I took my computer in after a Windows Vista service pack with a corrupt file shut down my computer. I'm fairly knowledgeable about fixing my computer but this was too complex for me. I took my laptop to Geek Squad and had the worst experience. The "agent" was overly flirtatious and it was unwelcome. He wrote in French the word for "sexy" on my information sheet and told me if I knew what it was. I played dumb and uninterested. I just was there to get my computer fixed. After trying to sell me over $500 worth of services and more flirty conversation he rang up my bill for $200. Even though he claimed I should probably just buy a brand new computer. My computer is only two years old and worked fine! I only paid for the $70 diagnostic check and plan to return with my fiance or father to pick up my computer if it even works. If it doesn't I will take my computer else where where they are friendly and PROFESSIONAL and CHEAPER! I also plan to file a complaint with Best Buy for sexual harassment.

I took in a laptop for repair on a Sunday and was informed that it would have to be sent to service center for repairs that should take about one week. Went online to check status on Thursday(5 days later) and it showed that an estimate was pending and that I should contact local store to approve repairs. I called the store and no one there knew anything. The best they could do was inform me that I would be contacted by the service center for approval and that it normally took about two weeks, not one week as I was told originally. When I asked for a phone number so that I could call the service center personally and give the approval for the repairs I was told they didn't have a number.
On Friday, six days after the drop off day, I was told that the service center had tried to contact me on Thursday, something I wasn't told when I called on Thursday, and that they had left me a message on my voicemail. I never received any communications from the service center at all. Called back on Saturday and nothing had changed so I decided enough is enough just send my laptop back and I will let someone local work on it. Talk about some real crappy customer service. I will make sure and get the word around to all I come in contact with.

18/10/2009 I cracked the screen on my SonyE' C510, took it to the carphone warehouse were i bought it from. I had full geeksquad insurance so they took it in for repair. 7days later i was told they couldnt repair the phone and i was to be given a replacement. The sony C510 was'nt in stock so they offered me 2 different Equivelant models, a Samsung and sony'E w395. I chose the sony because i had bought car chargers and other accessories which would fit the phone.
When i opened the phone and put my sim card and mc2 card in it, the phone would not reconise any of my own pictures or music, stating my files were to big. All my contacts from sim card had been mixed around no longer in alphabetical order. The phone itself was not THE EQUIVELANT! This phone only had a 2mp camera 'instead of 3.5', wiv no flash. No 3G, it took a long time when any buttons are pressed to get into the menus. I complained to the geek squad in writing to which they replied'' because i had signed on the day of accecping this phone there was nothing i could do'!
NEVER SIGN TO GEEKSQUAD PHONE INSURANCE!

I live in CT. My 93 year old mother lives in FL. Her life line to her family is her computer. It went down. I called the Geek Squad. It was among the worst business mistakes I ever made. I told th efool on th ephone...by the way they all call themselves "agents, " to have someone go to my mom's and then call me for payment. There wasn't really anything wrong with my mom's computer. She didnt realize the gfi had tripped in a storm. her Nurse found it. In any event, the Geek caled me and told me my mom's machine needed a whole gig of ram. Rememebr she's 93 and only e-mails. i told him absolutely not. He got annoyed and left without calling me for payment. Two days later another Geek called me in CT and told me my Mother refused to pay, and I am responsible. The jerk never calaled me. Instead he tried harassing my mom for the money. She tried explaining I was paying. In any event I like a fool paid the guy who called. My mother tried using the computer and found it was slow. When I came down to see her, I noticed she no longer had 512 K of ram. Just for giggles we playe dback the tape of the time the Geek was there. My mom's room is monitored 24 hours a day for health reasons, mostly because th eNurse cant sit with her all the time. Guess what we saw...The geek holding up the stick of ram and taking it. I caaled and lodged a complaint. Agent dawla, their secret weapon promoised me a refund in 10 days. She lies like the rest of them. The only thing they are allegedly good for is trying to defraud and allegedly steal from old ladies. Dawla told me I'd have my money back in 10 days almost 20 days ago. Anyone who lets these people into their homes is nuts...

My laptop wireless connection stopped working so I took the laptop (still under extended warranty) to the Geek Squad desk at the Broadway Bestbuy store in Tucson. The Geek Squad "agent" indicated that the wireless card was bad and that the laptop would have to be sent out for repair. He said it typically takes less than two weeks for repair. After my computer was logged in, I browsed around the store a little, finding a carrying case I was interested in. Not knowing whether the case would fit my laptop, I went back to the Geek Squad desk and asked for my laptop from the same "agent". He brought the laptop out, and another agent asked me if I had signed "the waiver". I said I had not been asked to sign a waiver, and the first kid said "sure you were, here's a copy of the waiver I asked you to sign". It was a copy of an unsigned form that indicated I the customer refuses the "data backup service". Basically, the Geek squad will copy your hard drive onto disks for a fee, to prevent the loss of data during repair. Well, at best it was an oversight that the kid thought he asked me to sign the form, at worst he was covering his back side with a mistruth. The following day, I received an automated phone call from the Geek Squad and also an email which indicated that the Geek Squad had changed it's shipping and processing proceedures, potentially extending the time it would take to get my computer back. I called the Geek Squad, and the female "agent" who answered my call had no idea what I was talking about, first blaming the messages on a computer glitch, then on Best Buy. She said it takes up to FOUR weeks for repairs. She asked me to wait a second while she followed up, and I heard her ask an another agent what the status of my computer was. In the background I heard another agent say my laptop hadn't been shipped yet. She came back on the phone and told me that the laptop had been shipped and everything was on schedule. I asked her whether it was the two week or the four week schedule, and why I heard her associate say that it hadn't been shipped. She stamered that what I heard was in reference to another customers computer and that my computer would be repaired within four weeks. The antics of the "agents" I encountered at the Broadway Bestbuy in Tucson don't inspire confidence that I'll see my laptop anytime soon. It seems to me they could be a lot more upfront about repair proceedure and time frame. If it takes a long time for repairs, just say so. Based on my experience with the Broadway Best Buy Geek Squad in Tucson, I probably won't buy any more Best Buy extended warrantys and probably won't be asking Geek Squad for any more computer repair assistance.

I brought my 4 year old Apple to Best Buy Geek Squad due to sporadic shut downs. After reading information on the internet about similar problems, I informed the Geek Squad that I suspected a bad power supply. They informed me that they charged a $70 diagnostics fee. They also informed me that there would be a $100 charge to add 2 gigs of RAM about which I inquired. After three days, I got a call stating that the problem was in the Operating System and that a $130 services was needed to fix the problem. The 2 gigs of RAM were now going to cost $170, not the $100 originally quoted. Service to fix the problem was OK's, but addition of the RAM was not. I had just updated the OS several months before, and never had a problem, but they are the experts, right? Several more days passed, calls were exchanged, and I was able to pick up the computer. After bringing it home, it shut off just as before. They said it was still under warranty for the services performed, and to return it. After several more days, I received a phone call stating that the problem was the power supply after all, a suspicion I reported when I brought there in the first place. I was informed by the Technician that the power supply was a "proprietary" item, to which they did not have access. "If you can bring us the part, we can put it in." Promises of obtaining the part number and returning phone calls were not kept. I was informed by the Technician that my service charge (prepaid prior to work performed) would be refunded. I informed them that I would pick up my computer and wanted a full refund, including the diagnostics charge because they withheld information about not being able to fix a suspected problem in the first place. The supervisor stated that it is not their policy to refund and that all services were OK'd by me. They offered to find and install the part, which previously was unavailable. By this time, Geek Squad had proven themselves to be non-trustworthy and inept, so further service was declined. The Geek Squad wasted 2 weeks of my time, performed unnecessary work, delayed repair of my computer, and they refused to refund any of my $212. I filed a complaint with their central public relations division, but they reported they could do nothing about securing a refund. They seemed genuinely disinterested that their employees provided misinformation, low-balled estimates, performed unnecessary services, failed to follow through on promises, and showed a pattern of general deception. Resolution will continue to be pursued.

I brought my laptop to Geek Squad at Best Buy for repair. They told me it would be $122 and took my money. Two hours later they called me at home and informed me it would be an additional $110. I reluctantly agreed to pay. The following day, they again called me and said it would now be yet an additional $125. I insisted on getting all my money back and retrieved my computer. I brought it to a local technician who fixed it perfectly for $45.

Geek Squad is probably totally incompetent and definitely totally dishonest. Never let them get hold of your computer.

Geek Squad quoted price to fix computer, local store called back to give new estimate for repair. When returned call somehow directed to customer service at Best Buy corporate office. Customer Service advised of balance to repair computer but when asked if deposit already given at store went toward that the customer service agent said yes.
I feel that wrong information was given and instead of Best Buy being liable for the misstake they are standing behind their customer service department and saying that the notes on their end or proof that we agreed to have computer fixed at that price. Not true! Huge misscommunication here...Be very careful taking computer to Geek Squad at Best Buy and trusting them that the price they quote and even call back to approve will be the actual price when you go to return to pick up electronics.