Geek Squad
Reviews and Complaints

My name is Glenn Lackey and I live in Merritt Island Florida. In Dec 2021 we purchased a system from best buy and had Geek squad install it. It is in a corner cabinet in our family room which is ceiling to floor in height. The installers were here most of the day putting in 4 speakers, a sound bar, the Tv and the receiver etc. When they were running the wires, I asked them why they were stacking the Blue Ray player and the cable box on top of the receiver when I had so much shelf space. They said "efficiency."

I asked won't it get too hot, they said no there is plenty of space for ventilation etc. Well here we are 2 years later and guess what happened? My receiver has burned out. I spent almost 7 thousand dollars on this complete system and now it does not work. The Tech who came out yesterday, named Kevin was incredibly good. He asked why they stacked the components. I told him, I am over 70 and know nothing about this stuff, so I hired "the experts" and this is what they did. He told me the cable box gets so hot is should NEVER be on top of receiver. So we called Best Buy, they told me to bring in the receiver because I have Total Tech. I drive 50 miles to the Best Buy, to be told "not there problem" I have to call Marantz, as they have the warranty. So not only can't your people install correctly they give wrong information when you call in to get help. I am more than exasperated... not to mention that when I was upset, your tech at the store rolled his eyes at me when I asked for a supervisor. You all need to get your act together. I have a three year total tech contract that I now believe to be USELESS.

I received an email from them telling me that my time was up and asking me if I wanted to renew it. I said no, but they took the information from my card and renewed it any way. That was $800, and I really could not ford it this time. Is there any way I can get that money back? I really need it.

My name is Susan Jones I live at 1 3rd. avenue apt. 610 Carnegie, pa. 15106.

phone-[protected]. Thank you very much.

I received an email with an invoice attached from GEEK SQUAD today saying that I will be charged 417.00 for the renewal of my support subscription.

First, I do not have a subscription for support with GEEK SQUAD.

Second, I never provided any of my information to you.

this is very concerning to me. I am attaching the invoice received. When I spoke to someone at the number provided, he wanted me to sign in to the following site... bit.ly/geeksquadsupport

I did not feel comfortable doing so because that could have provided access to my entire computer. the call center was off shore as well which also raised my suspicions.

I do hope that you can assist me with this concern.

Gail Birks

207 Laurel Oak lane

Davie Florida 33325

[protected]

I was told by Geek Squad I could go to a best buy store to have my laptop looked at without an appointment if I chose to stand in line or in a que. When I visited the New Port Richey store - the girl behind the counter said she was leaving and she has a life so basically I am out of luck.. When a manager came to "help" he was just as rude and condescending because he didnt like the way I spoke to her AFTER the way she treated me - You have your hours of operation until 8:00 I was there before 6:00 then you allow someone to treat a customer like [censored] and then allow a manager to NOT help because he chose not to. This is disgusting behavior in any customer service position. As a Dir of operations myself if any of my employees talked to someone the way they did they would be immediately fired. I did show my [censored] after she was horribly rude to me. Its unacceptable and now I am in a bad situation with not being able to work because your employees are bad people.

Bought the door bell and cameras and had it installed on 10/29... Bell and camera both are not working... Called on the 30th and I was told that they will have someone come in to take care of that and no one called and came...

Called today and have been getting a run around and getting transferred from department to department for 2 hours with no luck...

My phone number is [protected]. Please call and get this taking care before I file a complaint with bbb. I have no doorbell at my home for more than a week now and it is a becoming a safety issue. I would have never bought this total tech if I had known that I would have these many issues.

Thank you,

I have experienced several very poor Remote agent tech support events I want to report.

On 10/8/22 I called into GS Total Tech support in the morning with a problem with my PC MS Outlook. I spent ~2.5 hours interacting with Remote Agent Adrian until he ultimately said "he had exhausted all the tools in his tool box" and told me to call Microsoft and tell them it was "not syncing properly" and provided the phone number [protected]. This number proved to be not in service, not a working number!

I called Tech Support back later that afternoon and asked to speak to a manager and was asked "what was the reason?" and I replied " because I as a customer wanted to speak to a manager" and that person hung up on me! GREAT CUSTOMER SERVICE! That evening I called again and spoke with Gaby (Gabriela M) who was very helpful when I asked to speak with a manager and she waited with me for over 30 minutes waiting on a Tech Support manager to come on the line. They never did and she said she would "elevate this to Corporate" and they would respond within 24 hours (they never responded). I also had her put me through to Remote Tech Support afterwich Agent Suryadipta fixed the Outlook problem within 30 minutes. Unfortunately, it only stayed fixed a coupel of days then reoccurred.

I started the whole process over again oin 10/12/22, with Remote agent Karitza, then Pulpati Saravani P. while they were working on it the call became disconnected and the agent never called me back!

an hour later I called again, this time working with Remote Agent Neitham, who then handed it to a higher level agent. they wore working on it with me off the phone; after over two hours I saw they were no longer working on my PC, I called again and this time worked with Alex W, whoi had me do control alt delete, then a hard reboot, then again a higher level agent ( Sunny T), I monitored his progress until 2 hours later I saaw he had quit without contacting me.

On 10/13/22 I had the same experience, worked with agent Syulem, then Agent Bhaindia M but no success. On 10/18 I took it into the local Best Buy store and they fixed it pretty quick.

So over all the Best Buy Geek Squad Total Tech Remote support has been ABSOLUTELY HORRIBLE! Altogether, I spent 9 or 10 hours on the phone with GS Total Tech Remote agents UNSUCCESSFULLY, when ultimately the local store was able to fix the problem quickly. I have been a Geek Squad tech support customer for many years ; my annual membership is about up and based on this terrible expereince I likely will not renew!

Scott Ingram

[protected]

I have been receiving invoice emails almost daily (every other day) from geek squad. I do not have this service nor will I ever after this experience. I have called and spoke to someone but to no avail, actually more frustrating. I have begun to send those invoices right back to the emails that they are sent from, then a different email sends them next. The billing information (as provided from customer service rep I spoke with) is not mine. I have also checked all my accounts for several months and nothing has been charged nor debited back to me. I advised the rep and in some of the return emails I sent that your company, that you have the wrong email address. I was asked for my personal information to verify. I will not as I do not trust your company nor anyone there.

I have become entirely done with this and am now ready for resolution or other steps to be heard.

This man named Martin @ [protected] said he was from the Geek Squad and was going to charge my bank First National Bank of SC $239.18. I told him that I have never used the Gerk Squad and 3months ago had to change my debit card to stop them from charging it.

There was an invoice attached to an email mail, invoice #[protected] and transaction #2883054 & invoice ID # 2830574

And another phone # [protected].

He had me get on my computer to cancel this transaction that I had never done. He said that I had to fill out a cancelation forms through on line banking. He got my account # but I finally hung up and called my bank this morning. Nothing had been charged yet and the bank said they would look out for them but it would cost us $35.00 to do this. We are on SS fixed income and can't keep doing this. Please help us James Fox [protected]

I had trouble with my computer and spoke on line with a Geek Squad person last Thursday.I told him my problem but said he was too busy. He signed me up with Best Buy service for the Geek Squad which cost me $216.19. I realized I already had a similar one. Yesterday I went to Best Buy in person to a Geek Squad leader.He really didn't take care of the problem. He had only been with the Geek Squad for 2 weeks. I wanted him to restore some apts which I lost but did nothing.I have been going to Geek Squad people for six service and this was the worst.

When I bought my PC I paid for the over the phone/pc service.

DON'T WAIST YOUR MONEY. Over an hour in a chat session today then talking to three people I couldn't understand due to their heavy accent, my problem with Outlook was still the same. I called the Best Buy store in N. Fayette and talked to a real nice lady (don't think she was in that store) and she actually spoke English. I changed to the 24/7/365 plan and a tech will come to the house.

I paid for subscription a couple years ago and they got into my computer to make it run better and I ended up having to buy another computer. Every year they try to take $249.99 out of my account. I don't use this program and tried to cancel it. They say they have to get into my computer to cancel it. I can't afford another computer

My Name is Roger Garvey 17 Mansfield R. Milton Vt [protected]

This is copy of email from = [protected]@post.xero.com = respond to [protected]@gmail.com

dandu

Geek Squad

Date: 19 Sep 2022

Product: Geek Squad Advanced Protection [12 Months Subscription]

Ref no: #GKS-6391640

Type: Subscription Renewal

Amount: $249.99

Dear [protected]@aol.com,

Geek Squad Advanced Protection - Annual Plan $249.99 per year Subscription is ending today.

As the process of Auto-Renewal. We charged your account for this time with the amount of $249.99

Charges will be shown on your account within 24 hours.

If you want to cancel the Renewal and claim the refund.

Kindly call support [protected]

Thank you for your business.

©Geek Squad Inc

I received a notice from Geek Squad thanking me for choosing Geek Squad and that my checking account will be charged for a years service. I have never chosen this service and do not want my checking account charged. I have received this notice before and sent a message about it and was never charged. I would like to not receive another notice. Thank you. Beverly Stanley [protected]@aol.com

They sent me an invoice for $323.65 today and I called the [protected] number that was listed on the invoice and they informed me that since I did not place the order that it must be fraudulent. But the only way they can cancel the order is to go to their website - www.alpemix.com - which you are in turn giving them access to your computer with their remote download. They said please do not contact the BBB because they are already registered with an excellent rating thru you. Their website isn't even a website in the United States. I did not allow the phone or the entering of the remote access and told I was reporting them.

Yesterday, August 16, 2022, I received an email informing me that: "We send you this email to inform you that your servic with Geek squad has been renewed successfully. All details for your service are mentioned in this email. Out team is trying to contact you for this renewal but they didn't get any response from your side. so the service that you use earlier that renews automatically." The language here is a quote from the email I received. These are not my mistaken typos.

The email goes on to say that the renew order ID (again not my typo) is GE489265926512EK; Details of software: Geek Squad security software; Service Period 1 year; Paid for Renew Service $399.99; Activation code #INV4386740967263DER.

After reviewing the email is called the Customer Support linie at 808.868.5873 because I had not ordered any service from Geek Squad. I do not have a personal computer and should not be charged for ANY service. I was told by whomever answered my call that the service was ordered 6 months ago. Again, I have not had a personal computer for over 2 years..

I went through a scam like this several years ago and the only way I was able to settle the issue was by paying for a portion of the services claimed by Geek Squad because it was affecting my credit rating. I AM NOT PAYING ANYTHING THIS TIME. I WILL FIGHT THIS IN COURT.

This is regarding Incident Number assigned [protected] on July 17 I had a phone that was not working which I purchased from Best buy Deerfoot Meadows Calgary in November 2021. The store associate was rude and not to helpful with me filling my claim and rudely said i have to do it on line. As I did have extended warranty I did so and gave a 840 deposit. Your courier UPS did not follow the correct instructions and sent the phone you were sending me back to the to Bestbuy/geeksquad depot. then you sent it back using UPS who I had nothing but problems with.in the past with another purchased I was lied to and mislead by them. after all that hassle I received my phone on August 3 The phone I received was defective. I went to 2 stores to try and solve the problem. On August 8 I had to submit another claim and pay another deposit of 840. to get another phone. Incident Number assigned [protected]. Here it is August 15 and no phone. I have never bee so mis treated and lied to in all my life with a purchase of a product. I been on the phone for over 6 hours and disconnected hung up on and lied to transferred to different department with no resolution I also spent over 3 hours at the Best buy store trying to deal with this matter. I have never been so frustrated with ac store in all my life I was even promised a gift card which I never seen.

We purchased this laptop and had them install the programs, not 6 months after buying it we had to take it back because it was running so slow it took 10 minutes for it just to open. When we took it back, Geek Squad jacked it up so much that we couldn't do anything on the laptop. so we took it back a second time, this time was worse, they even got my name wrong on the opening screen, then they charged my credit care with an annual maintenance fee of $237.00 without my consent! I had someone else work on it, there was so much junk added to the background. It took him a long time to undo all the screw ups. I will NEVER EVER, EVER GEEK SQUAD! I am thinking about reporting this to the news because you also charged my 80 year dad a one year maintenance without his permission. Thank goodness he said something to me.

My Sony TV has been freezing up. Particularly when I plug in a USB and watch the media player. My first appointment was on 6/27/2022. I thought they would be able to diagnose the problem but the guy turned on the TV waited a couple of minutes and said he couldn't stay to see the problem replicated. The second tech came on 7/7/2022. He at least tried a few things to remedy the problem. Unfortunately they were only temporarily effective. My 3rd appointment was7/23/2022. This was the same guy who came the 1st time and he was just as incompetent in the 3rd appointment as he was in the 1st. He stayed a total of 5 minutes. He turned on the TV said he wasn't getting a negative reading, picked up the motherboard I was mailed, and left. Why did I pay Geek Squad if they are not going to fix my problem? Every time they schedule an appointment I have to take valuable time out of my day. Yet they send me a tech who's too lazy to analyze the problem. Next time I'll just buy the long term manufacturers warranty.

I received an email today from Geek Squad stating they were going to renew my subscription of $389.00 if I did not cancel within 24 hours! First of all, I NEVER signed up for a Geek Squad subscription so there should be no renewal fee charging to my account because I don't even have an account. If there is an account in my name, Geek Squad this without my knowing.

I replied instantly to the email and told them I never signed up and they need to cancel my subscription immediately. There was also a phone no. to call which I also did. The person answering the call just said "Hello, hello" and did not identify themself as Geek Squad or any type of business. This was suspicious and non professional to me so I just hung up without talking with them.

I believe this is illegal solicitation or fraud. Please look into this matter.

Thank you very much,

I contacted Geek Squid3 times because originally, I could not get on my Micro Soft Office account. It was due to be Renewed on 7/22/2022. The first agent said that it needed to be renewed and he helped with the we got disconnected. So, I tried again for the second time. Explained all my issues He said that he could help me he got disconnected as well. Well that brings me to my 3rd try to resolve my issues. The first agent said he was going to elevate me to the next available agent and don't close the message center. he also said it would be about 3 hours. he then disconnected me. This service has gotten worse over the last two years.