Geek Squad
Reviews and Complaints

My family has used Best Buy and the Geek Squad for years & until this year were extremely happy with the services received. This year has been a nightmare. At the end of July I brought in a perfectly good computer to have a larger SSD installed. What followed was a long sequence of problems, ranging from returning the laptop with the new drive, still in its wrapper, in the bag, to having the computer crash after being on for a few minutes. A new hard drive was put in, only to have it crash again. It was then sent to the repair center, involving several weeks. When it came back, they had replaced the new, larger hard drive with another hard drive the same size as the original that I wanted to replace. Once this problem was addressed, the laptop worked for about a week, when once again it would not start and when started, crashed. At this point I requested that GS/best buy replace the computer, since it appeared that someone had damaged something. This was 2 months after I originally brought it in.

After much discussion, the geek squad manager for the store arranged for a replacement of similar value. After casual use for one and a half months, the new laptop began to crash after about 10 minutes use. I was told it would have to be sent to the repair center. Since this was the beginning of December, coming up to Christmas, with the pandemic, it wasn't returned until Jan. 10th. After 2 days of use, it was extremely hot in the morning when I went to use it. I immediately unplugged it and 2 hrs later it was still as hot. I immediately took it to the GS since I considered it dangerous. I requested another replacement computer but was told their procedures required them to send it back to the repair center. I was also told that I would have to call the general tech support number in order to lodge an appeal. Over my objections the laptop was once more sent off to the repair center.
The tech support call process is obviously set up to discourage attempts to get help. I have spent at least 5 hours on hold at this point. There is the tech who answers the phone, who has to refer you to another tech (another wait) to whom you have to explain the entire problem again, with again all your identifying information, only to be cut off in the middle & have to start the process all over again. After several rounds like that, I'm told that my complaint would be passed up to a supervisor who would call me back within 3 days. No call, so start the process over again, to end up eventually with a tech who is perfectly nice but not an english speaker, who is filing a complaint but because of the language barrier it's very hard to tell what the complaint actually says. He also tells me that the complaint will be sent up to "Corporate" who will respond within 10 days, but I will not be able to actually communicate with Corporate myself.
Unbelievable.
I am truly concerned regarding the safety of this current laptop, due to the fact that it came back to me before in more dangerous condition than when it was first sent off. Also, since the end of July I have been without the use of the laptop for 4 1/2 out of the 6 months, not to mention the aggravation, time and gas in trying to get the problems resolved.

I don't really like to scold people who do something that breaks by work. But, on January 10 contacted the Geek Squad because my Webroot had three points that suggested something should be fix. After some time, a day or so, I was told the computer had ben fixed. I turned on my computer to do some writing, when I realized that the PDF documents were not readable. There was a note that these documents could not be used because, I guess, my Adobe XI Acrobat Pro are the only ones I have because the new ones are expensive. Perhaps the softword had a changed so I could not use the PDF documents. So, I called back to the Geek Squad and asked them to return my use of the PDF. Another worked and new day, I was told that it was fixed. So, I started the next day and with my research and the email that I read but when I tried to open something (blue lines) that was in the email. The notice I got each time was "Microsoft Outlook: Your organization's policies are preventing us from completing this action for you. For more inf0, please contact your help desk, " I was unable to open any of those parts of the email. I know nothing and I tried again, fourth time to get something fixed, but I missed myself to get the Geek Squad. I found someone local to fix it, and it did. But to do that, he had to close the Webroot. I'm afraid to turn it on. I don't know how to do the next and at 85 I'm not good on computers.
I don't have the first one.
Second Session ID: CAS-[protected]-Z8M5G0
Date: /Date([protected])/
John Isch
[protected]@comcast.net
member of the group paid for Geek Squad
New Ulm, Minnesota

I didn't receive a notification of renewal this year. My Geek Squad and Web Root was renewed on 12/13/2021. They also upgraded my Geek Squad to Total Tech without my permission. I was paying around $149.00 a year and now it's $209.13. I contacted them today and they were working on the problem with me then they ended the session abruptly. All I wanted was to go back to my old plan and be refunded the money they took out of my credit card for the difference in the two plans. Is that how you treat loyal customers? I have been with you since 2013 but if you don't work with me on this problem, I will be contacting an attorney.

I contacted Geek Squad on January 5, 2022. I was attempting to scan some documents and the notification stated that I needed to upgrade the software. I contacted Geek Squad because I was having difficulties.
I spoke with one Agent and he informed me that there was nothing wrong with the device however I had a Trojan Horse planted on my computer. In order to get it fixed, I would have to pay a Technician $50.00 to come out to my home to install a firewall and I would also have to put up a $1500 totally refundable security deposit. I have the protection plan and should not be charged for those services.
When I told him that I could not afford to pay for that repair he had his manager contact me. This individual wanted me to go to the Store and purchase some Best Buy Cards that they could activate. When I refused, he called up my Wells Fargo login page and asked me to put in my Id and password. I told him doing so would allow him to get into my bank account. After going back and forth, he hung up on me and kept saying that everything would be wiped off of my computer.
It dawned on me that these people were not being honorable and were trying to commit a fraud.
I have their names and phone numbers and will share when I speak to someone in corporate. I am very disappointed.
I called Geek Squad again and the issue with my scanner was resolved in less than 45 minutes and no charge was requested.
Again, I would like to speak with someone directly so that I can provide additional information.

L. H. Jones [protected]

On December 22, 2021, at approximately 11:45 AM, while traveling east on Whites Bridge Rd/CA hwy 180 from Kerman, CA to Fresno, CA. Near South Hayes Avenue I notice a brown Ford van following very close behind me. I was travelling 55 miles per hour, which is the speed limit for that road. I tapped my brakes several times in an effort to get him to back off. At the intersection of Whites Bridge Rd and Polk Ave. the van decided to cross a double yellow line and pass me and was in the process of passing while going through the intersection. This was an illegal passing move. He was speeding, crossed the yellow lines and passing while going through an intersection. After he pulled back into East bound lane, I observed Geek Squad with a Best Buy sticker and the vehicle number 29435. I assume from the stickers he is probably associated with Best Buy in Fresno, CA

After a power outage my computer would turn on but not bootup. The Geek Squad determined that the power cord was the problem. Instead of just replacing the cord they reinstalled windows which completely messed up my computer. I wasn't asked if this was ok...why didn't they just replace the power cord? Idiots. The is no resolving this problem!

our home desktop would not connect to the net through microsoft edge. this happened last week. I made an appointment to bring it to geek squad in martinsburg wv (even though I requested Winchester). I took the pc in, waited for about ten minutes even though I was on time (11:40 13 dec 21). When the tech finally came out of the back room, he hooked a mouse and keyboard but could not even turn on the PC. after about another 10 minutes of trying to turn it on and using his phone (I assume he was checking the error message display on the monitor) and doing nothing else to the pc. He informed me that we needed a new hard drive which he could install or to get a new PC.
I took the pc home and plugged it in and it turned on no problem and has worked fine ever since.
I had no problem turning it on or getting it to go online, yet he couldn't even turn it ON! if this is how well trained the martinsburg personnel is then I think you have a problem.

I subscribed to the Geek Squad for several years. I had booked an at home visit to fix my PC that no longer would connect to the internet (error message "ethernet doesn't have a valid IP address"
This was just as the Pandemic really hit my city, so I called and cancelled my home appointment. A month later I noticed that no charges were coming out of my bank account for Geek Squad, so I phoned. The agent said that the person who cancelled my home appointment made a mistake and cancelled my whole account. He told me that I would have to wait for a "Supervisor" to call me back to authorize my account. I waited all of January with no call back. When I called again, the agent said the exact same thing, so I waited patiently for a call back from a "Supervisor". Never happened again. I was pretty fed up by that time, after all it was Geek Squad's mistake but no one would correct the mistake. In June I called again and was told that I would have to pay for all of the back-dated months before they would re-instate my account! I was so angry I could not believe how unfair they were treating me for THEIR mistake. I should have my account re-instated immediately !
Guess what, I still don't have use of my PC two years later.

Buy Best have better hire more techs and better qualified techs. I need some thing as simple as to find the camera on my computer. Three days ago they said they fixed it remotely. They did not. Tonight I called and got the first tech who said he needed to move me up to a higher tech. I was told it would be an hour but to leave my computer on so they could do the work remotely. It's been almost three hours. When I called, the automated system said my wait on the phone is for four hours. They did the same thing three days ago, passed me on to a higher tech and leave my computer on and yet, it never got done. I'm furious at them. They took my money but haven't preformed the service.'

On 11/1/21, I requested Siddharth to do 3 things on my desktop PC:
- remove Kaspersky
- install WebRoot
- install Malwarebytes freeware

While I was on-line, he did the first 2; then he got hung up on the Malaware download. At about 1 am EST, he just vanished, left me hanging and never called back. His report said nothing about not finishing the job. Siddharth's behavior was very incompetent and unprofessional. Next morning, I had lost WiFi access.

I was forced to take my PC to a local store to get it fixed and get internet access again.
Terry

Devin came out on 10/19/2021 to install an Ethernet cable in our wall. This was order number [protected] that was scheduled on 10/11/2021. He said he was unable to do the job alone and that he would reschedule for a day during the week of 10/25-10/29. My wife has called and texted the contact number he gave her. He did respond twice saying he would reschedule after his shift and get back to her and he never did. Today, she received a message that she would have to reschedule. The Geek Squad customer service operator, Christian, rescheduled us for 11/4/2021, almost a month since the original order.

Hello I am writing to inform you of a complaint I have with Best Buy. I have been trying to resolve this issue since June. I am being charged 8.99 a month for a service that has already been paid off completely. I have called and talked to multiple customer service reps all saying this will be taken care of and it is still not resolved.

I have receipts and ref numbers. If you would like to pull receipt number:
[protected]/28/21 16:08
[protected]/26/21 14:41
[protected]/28/21 16:09

Case ID: [protected]-

I ended up closing my best buy credit card account on 06/30/21 because of this issue and we haven't shopped at any best buy store since this issue.

Please call me to discuss this matter as I would like this taken care of as soon as possible.

Jennifer Place [protected]
Anthony Bower [protected]

I had called GeekSquad about 2 of my Vizio televisions that were having issues back in February 2021. I spoke to a rep who set me up with a date to have my televisions looked at and diagnosed. The bedroom 55" TV had a mind of its own and would turn on to a black screen and would need to be reset (sometimes 5 times) at night while trying to watch something. The internet continually goes down. The 65" TV in the mancave was also giving me trouble where the screen would go funky all the time and it would also randomly not connect to the internet. The rep, Justin, played around with the tv's and said he would order new boards for the Tv's. I cannot recall if he did install a board on the upstairs TV, however, it did not resolve the issue. I called and called and finally got through to him again and he kept telling me that the new boards were on backorder. Then after calling several more times, he told me that he would just replace the 2 tv's with new, and that I would need to pay for Geek Squad again, but the TV's would be replaced at no charge to me. I told him that I would do that, but that I would need to think about contracting with GeekSquad on warranting the new TV's due to a lack in response time and being left waiting multiple times with no answers. I found myself in Best Buy again June 16, 2021 and complained to a manager at a GeekSquad in Connecticut (I was on a trip, I live in New York) and he took my information and said that he would contact the appropriate people and that I would get a call back from a rep who could help me. That never happened. I never did recieve the new tv's at no charge I was promised, and I will NEVER pay extra money again for such horrible service. This was a terrible experience, and I paid all that money for what seems to be a bogus guarantee, and the worst service I believe I have ever received. The reps were supposed to come to my home multiple times and next thing I would know the date was changed as well. I will attach the text messages that I received and I only had 2 total home visits in reality. I do not know what went on here, but my family was jerked around a lot here, and a lot of things were promised and never came true. Effectively we have had the issue for nearly 9 months, and nothing has been done at all.

How about get your legal department to file a law suit on the scammers so we don't suffer from all of the needless calls and abuse. I don't like being called a [censored]ing idiot from someone pretending to be a member of geek squad trying to sell me something. Plain harassments. Does this mean they have my info from when I shopped at your stores? Let me know! Do something! for your customers,

Scammer phone # [protected]

Todd Beckham
[protected]
[protected]@yahoo.com

September 22, 2021
To Whom It May Concern: I noticed that I was recently auto enrolled for Total Tech Support. This was done through best buy. I do not recall signing up for this. I decided to use them, as I was having problems with my laptop. My computer was crashing, and it had been hacked by a trojan called Tiny Banker. I was put on a call back, as I did not want to wait on hold for that long. I explained to the tech, and she then passed me to a higher level supervisor. I explained the situation, and immediately he gained access to my computer. I was confused, and he did not explain things that were happening at all to me. I felt uncomfortable and he did not listen to my concerns at all. I also requested a call back, as I wanted a call back as opposed to waiting on hold. I followed the prompts when I was called back, and i was unable to connect to a live person to finish my query. In a nutshell, I did not get my problem solved, he did not listen, and I felt as If was scammed and hacked yet again. The end result of this whole process is the fact that i believe things were made worse, nothing was solved, and continue with my computer, it continues to crash and the tiny banker is still present on my computer. I would like to speak with a regional manager from Geek Squad in person. My name is Judy Barnett my email is [protected]@outlook.com and my phone is [protected],
Please have a regional manager contact me, as I am highly distressed and upset about this situation.
Thank You,
Judy Barnett

6 calls, 2 hung up on me, 2 said they fixed my issue (which they didn't) charged me $40 for a total 2 day waste of time. They don't call back when they swear they will. They even messed up other things on my PC.
Even though I explained in detail what my issue was, each tech I talked to got the issue wrong.
I would NEVER recommend them for anything.
They should refund my $40, but they say according to their records, my problem was fixed.

This company is horrible, their customer service is bad, they keep transferring u over and over to someone else, they keep saying hold on I'm checking your account, I have been trying to be refunded for, product I purchased from store, year ago, the hard drive was supposed to go into my laptop I brought in, and I came in to get laptop, it still wasn't working, I put my trust in the people to put new hard drive, they never put the new one in and getting away with it, they were very rude when I came in at first, they lied about certain things being charged, and when likely cheating out laptop, they wouldn't tell me they didn't put new item in 255 bucks for the replacement, I will never use the company ever again, so rude, I have called them so many times, to get help issue, the geeks never put the item in, and lied about it, they never told me they never changed the brain of computer, before left, to me the company is so fraught, its horrible buy something the store u take it over geek Wade, put it in their hands to fix the computer new items, it shows I did purchase that, in the store same day, it's not in my hands, been two years trying to fight for my moneys back, geek sq wade is the one hurting my best by credit card by, not accepting charge backs, and just refund me, and let's not have to call no more, It's so hard to reach anyone from this company, hurts fillings they do this to me, with even the new hard drive, I wonder if they have done this to other customers, or anything crazy to other customers, just refund me for the amount 255 back to my best buy card be done, they have claimed they have refunded me all this, further side items, but they need to refund me asap for the item purchased in store and took over geek sq wade to put in, yes I'm repeating myself, very upsetting, the company can contact me if they like, but seams they don't know how to contact people, or communicate

I scheduled and appointment to service my refrigerator, they were supposed to be come out Monday 9/14/2021 between 7am and 1pm, Case #[protected]. Nobody showed up no phone, no email letting us know they were not going to make it. My husband took the day off to be there since it was an emergency for the technician to come out and service our refrigerator since is not working. Around 1:30pm my husband called and asked where was the technician? The answer he got was "they didn't know what happened" they were going to call the technician and find out. The lady came back on the line and said "someone will be there around 8pm " same day. " if nobody shows up then just call us back tomorrow and let us know"
This is very upsetting. It was NOT a free service, we were going to pay $99 for them to come out and help us out and they didn't. I should billed you guys for the day my husband took off from work to be there. I will find out the amount and bill you for the wasted day.
We got this Refrigerator in 2017, We have had the geek technicians come on on numerous occasions because of the same problem. When we asked about the problem geek/best buy said if we have the same problem more than 3 times they will replace it. Well we still have the same problem and nothing has been solved. NOW they won't even come and service what we bought from them. Can you explain why?
Regards,
Mrs. Gutierrez