Geek Squad
Reviews and Complaints

I bought an IRobot 13 months ago, on the same day I bought the 7 years warranty for it.
I have tried to reach them for several times over the phone, every time I waited over an hour to file a claim and no one gets the phone.
The online claim service is a Joke, I could find the policy contract on their website although every time I try to file a claim that contract vanish from my profile and I receive a message to call them.

After paying every month for this service for 2 years, the time I need them they are not available. This is shameful and a scam! All I wanted was for them to come and remove my mounted televisions and prepare my electronics to move and the closest appointment is a month away, after my moving date! Two years of paying monthly fees and not even being able to get a reasonable time to have the one thing I needed done is disgustingly poor service. I will be sharing my story on every social media platform that this service is unreliable!

On August 1, 2019, I brought my laptop in to the Odessa Best Buy store to have it looked at. It needed to be sent off to be repaired. No word on my laptop until August 31, when I received an email and a coice message from Data Recovery saying they were able to recover my data and if I wanted it, it would cost me over $200. Well, I asked about it being repaired because that's why I sent it. The store backed up my data before it sent my laptop off. My laptop had not been fixed yet. Fast forward to September 21, 2019 and I STILL have not received my laptop. I call the store because it seems like there is a lack of follow through with call backs. I have been told that an escalation ticket was submitted but they are waiting to hear. They also said there is a note that my laptop is being "worked on". I have to wait. They will not give me a number of someone I can call other than the store. I am so fed up and frustrated.

I had a lot of issues with my computers at the office and at home and found out that someone broke into our network and highjacked out computers and pretty much put some kind of ransom ware on them. I had 3 remote sessions with Geek and then I also had them set up an apt that would bring someone to come the house to fix them. This all happened 08/15/2019, 16, and 17th. I finally had to just fix it myself and I'm honestly not sure exactly how I did it but I did it. Dont go to Geek. Thankfully I was able to go back to them and tell them and show them all the proof that they never helped me at all and they were kind enough to refund my 200.00.

I have been on hold for 4 hours with geek squad. Everytime someone answers they say it's not there department they can't help and then transfers me again. Then I'm on hold forever. I had to call back 4 times. I was stuck on hold from 40-70 minutes each time. I have screenshots of all four calls. I still did not get my problem answered or resolved. I am so very disappointed in the customer service and the knowledge on who was to help me.

Re: Geek squad. [protected], [protected]
I purchased the above policy from you on 5.4.2012 and 11.01.2016 in connection with the phone insurance referenced above.
My maiden name was Miss Victoria Taylor. Old Address 10, Shildon Grove Moorends, Doncaster, South Yorkshire, Dn84ra.
New and current address, 23 Wembley Road, moorends, Doncaster, south Yorkshire, dn8 4ps.
I believe I was mis-sold this policy for the reasons given below, and wish you to investigate my complaint according to your normal complaint procedures.
• I was not told that the insurance was optional.
• I was led to believe my application for credit would be rejected if I did not take out the insurance.
• The policy exclusions were not explained to me either before, or at the time, I took out the insurance.
I was therefore unable to make an informed decision as to whether this insurance was appropriate for me.
If my complaint is upheld I require a refund of all premiums paid to the policy, plus any additional interest charged to me because of the PPI.
I would also like to claim statutory compensation in view of the fact that I have been deprived of the use of this money.
Please now investigate my complaint within the eight weeks allowed to you.

Yours faithfully, Victoria Robinson

Several contacts have almost wrecked my computer and the people working there in south America are poorly trained and hard to communicate with. I turned to Dell after several disasters.I cancelled and it was prorated for the refund. Not the promise made upon the sale.Best Buy (reply-fea115707561067c70-31_HTML-[protected][protected]@emailinfo2.bestbuy.com)
I quit because of the dreadful unprofessional computer tech support by poorly trained techs. I also have dell, which is great. I would suggest that you use there format for service, and also a email to follow . Also before getting off the phone have a supervisor speak to you to see if the session went ok. And fire the ones who are not trainable. In addition Best Buy should have a contact in the USA also, and customers should not be told there is no way to do it.. Actually some of the people I have talked to have been very nice just poorly trained. I work with students in the PHD program at the U of Az in the MIS dept.I understand that taking the computer in would have yielded better results.I am disabled and cannot carry it.The clerks at the Geek Squad were very nice. Thanks guys.

In addition do not buy applicances there as they will rip you off, but the TV dept in good, and the computer sales. The cell phone dept has some untrained folks and Best Buy is not good at honoring offering by major companies, so I went to the company itself.I saved alot.
Also the worst mgrs ever at the BW and near Wilmot store, in Tucson.Poorly trained and utterly unreliable.

Purchased a geek squad 5 yr repair plan when we bought our refrigerator 2 years ago. Called June 19, 2019 regarding a chemical smell. took 2 weeks for them to come out- they ordered a new ice maker. Ice maker didn't fix the problem. Called multiple time, promised field manager would call me, but no one did. Got the field mangers name from customer service Benjamin Levy. Left messages for a week- no call back. On the 30th day, received a call from the installer who said his manager wanted him to check the filter (vent) inside. He removed 2 filters covered with black ooze and smelled. 3 days later, we still had the smell, called and the field manger and customer service. No reply. Customer service said field mgr left message not to return/exchange product that there was no problem with the unit. Called Samsung, explained what happened and they indicated an evaporator line problem, parts needed to be replaced and had a process to remove smell. Gave me reference 2214917076 for Geek Squad. Called field manger- no reply. Called cust service- no service. Went into the store we bought the unit from - and had to buy a small refrigrator since we didn't have a spare and had company coming. Now 34 days. They indicated that they would try to have another field manger help. I called them back 1 1/2 days later. They said the comment they got was no exchange. Not trying to exchange since they no longer make this model and nothing like the 34 cu feet frig we have. Told her that we didn't want to exchange, just fix it (like we had already said). She called back and said that Geek Squad indicated that they had been out 2 times, no problem with our frig and we could call Samsung. She didn't have a number to call to complain and won't give us our geek squad money back. The chemical smell when into all our food and containers and I lost everything, including my egg dish, containers, every bottle of whatever. No one to talk to and now 36 days without a refrig and having to spend money for a small refrig just to survive. Our frig was only 2 years old and expensive. I need help. Customer service says that there is no one I can talk to and the corporate office says I need a name to be transferred to. Please help

Sent in my Samsung tablet for a repair on the charger port thru geek squad. Waited over a week to receive the tablet back and when I received it back my tablet was stuck on "Factory Binary" and it has to be sent out again for another week! I need my tablet for personal use! A credit would be nice for the irritation and inconvenience this has caused me! Please have you're technician check their work before they send the item back to the customers!

I had the Geek Squad replace my cracked screen on my iPhone 6s Plus. Main problem is when I use my phone now for more than like 10 minutes the overheated error comes up and I have to shut it down to cool off. It didn't do this before the screen replacement. Also, the battery drains a lot faster than it did before. I would like a free inspection at least to see what's wrong, then fix it.

I contacted Geek Squad because my less than one year Sony bravia 900f for some reason stopped connecting to the internet via a lan cable (Either net cable). Everything else at the location of the tv to include roku fire tv and laptop connected fine to the very same cable. I first contacted Sony who had me on the phone for nearly two hours changing cables reinstalling software resetting the tv etc. Nothing worked. I continued to press the issue that I suspected it could be a router/network problem but was told by sony and eventually GS who I have a service contract with this is not possible since other devices work fine... The experience I had with GS in the past on another TV is to simply take their best guess and replace parts hoping for a positive outcome, which is the case here. I setup an appointment explaining I wanted them to make absolutely sure before they take apart my brand new beautiful barely used Sony to check a possible network issue given my prior experience with them to just change parts. Two GS people arrived and again I asked to please check for networking issues, the young fella ran the basic setup (Which is what you do when you first get the tv) he insisted it was the board. They took my TV off the stand and I had to provide a safe place to place so they could place it face down while they put drills to the back screws (I do not agree using drills) removing the back to get to the board and replace it and of course this was a FAILURE.
Now I am told we have to replace the board AGAIN. This is absurd I thought "What your saying is that the first board went bad, the brand new factory board is bad and now I have to wait for another 3rd board?"
I then realized perhaps GS personal have limited training and should not be actually taking tv's apart breaking factory seals etc to begin with however we agreed the TV would remain unplugged until they return. In the mean time still suspecting a network issue I bought another router as an experiment plugged in the TV AND GUESS WHAT IT WORKED FINE CONNECTED RIGHT UP! So I was correct! In my opinion you should NEVER rip apart a TV until you are certain of the problem, they were way to aggresive and had only one mission on the mind. So now I am pissed because the TV was not put back together properly so I called GS and got a cocky fella on the phone MARTIN and well he defended the employees and their actions, further stating they are not networking personal, perhaps so I stated however you do not need to be a networking guru, if you can take apart a TV and are in the business you should have simple basic networking skills so of course I disagreed with Martin who seemed to have all the answers, additionally stating "We are not replacing your TV"

Martin also said it would be escalated to a supervisor (At my insistence) within 4 hours, that was July 12 I think we can assume nobody will be calling me as I was confident would happen.
Martin basically defended GS and his GS employees actions and their abilities to just keep changing boards making another appointment etc. What is it they say about insanity again? Oh yeah to keep trying the same thing that fails over and over is the sign of what again...

So what do I want as a "Elite Customer" ...Replace my compromised cherry TV THAT WAS PUT BACK TOGETHER INCORRECTLY... A TV THAT SHOULD HAVE NEVER BEEN TAKEN APART FROM THE START...I DO NOT WANT THEM TO ATTEMPT TO PUT IT BACK TOGETHER SINCE THEY WERE NEVER EVEN ABLE TO IDENTIFY THE PROBLEM TO BEGIN WITH.

I went for my first appointment 7/13/2017 at 5pm, I was turned back because the 2 guys working there said they don't have enough time to complete the work.
I was rescheduled for the next day 07/14/2017, after 3 and 1/2 hrs waiting, went to check the work, the guy who's working on the car said that he is gonna have to leave two wires hanging on the side of the seats.
After I made clear that it will not be professional to leave it like he said, he replied that that is the best he can do and after consulting with his partner who is working with him, he said they will reschedule me with another Best Buy who has technicians that know how to better install the monitors!
Unprofessional unprofessional unprofessional
I don't know what else to say

Rescheduled over 6 times for repair since a middle of May 2019, each time either no parts, wrong parts or asked me as a customer to drive 45 miles away from my office to pick up the parts twice. Finally, had a good tech came by but found out wrong parts again and needs to reschedule again. When I spoke with the supervisor at customer service but always stayed nothing he and she can do, continuing to reschedule and sent the wrong parts just wondering why BestBuy is continuing to have a contract with them. I think I need to call the Headquarter of BestBuy to see what else they can do.

I have given the the run around trying to cancel, evn emails addresses for complants were fake, they have to be the worst company I have ever dealt with.
This copy of the email I tried to send.
I bought a 12.9 Apple IPad in 2018-12-22, at time of purchase I was convinced to try Geek squad, that was a mistake.
I was told could cancel before 30 days were up and no charge, but after it would be a small charge.
Never received any info at the time sale of terms or conditions, did receive an email on which the terms and conditions were in, but would not open. Late I tired I tried to cnacel my plan by email in February there was a a charge from Geek Squad, so I found out you have to call in by phone to cancel. I called and was told that there was a $180 dollar charge to cancel it, which was a very big surprize to me and I was angry especially after I was not allowed to talk to a supervisor or manger, I was told that it is not allowed for anyone to talk to them.
I told him to cancel it. He never did
And the payments continued.
So between that time and today I checked on many things to see how I can try to get my money or stop it.
Another thing I had serval friends use there phone to call and try talk to a supervisor or manger and none of the 4 were allowed to speak to supervisor or manger, until to day I did and all I got was an email address.
Trying to contact Best Buy head office and I was told to contact store manger where I bought Ipad, tried many times and I got ran around press buttons on the phone then get cut off, never talked to anyone.
Global Contract ID:
Now I ask what are going to do about this?

The only thing they do good is rip you off.

We made an appoinment to have our refrigerator repaired (2nd Call Out on ice maker) on June 4, 2019 for a June 11, 2019 service visit under Work Order number [protected] for a 12noon to 5pm time slot. During the initial call, I was asked for the service address (our current address of 1048 Sterling Ct, Crown Point, In) which I provided. I also provided the home phone of [protected] and a cell phone of [protected]. The appointment took roughly 20 minutes on the phone to make. Later in the evening of June 4, 2019 we got a confirmation email with the wrong service address and wrong phone numbers. The service address in the confirmation email was in Valparaiso, In, some 30 miles away from Crown Point. Repair techs from the Geek Squad were just here at the end of May to work on the same refrigerator! And now they cant get the address of service logged in correctly? So I called on June 5 to change the service address and phone numbers...which took over an hour on the phone to straighten out with the original Work Order cancelled and a new work order no. [protected] issued for a June 10, 2019 service visit. In total, I spent an hour and 20 minutes of my time trying to make this service appointment. That is an unsatisfactory level of service, all caused by the original appointment representative not getting the address logged in correctly! That knucklehead needs a note put in his performance file.

Geek Squad debited funds from my account on May 19, 2019, without my consent . I have since been waiting on my refund that hasn't been deposited. I have called several times to ask about the status and every agent told me to wait 7-10 business days and it would be deposited. It has been 10 days and nothing has been deposited. I spoke with a agent moments ago that was very rude and told me she guaranteed the monies will be expedited. I wondering why they should be expedited when I've been hearing lies from the agents all between these 7--10 days that it would be returned. I asked to be emailed to reflect what she was saying. She stated she didn't have access to email and she couldn't do that. I asked to speak to management and she told me to hold for her to transfer but she hung up on me. my contact info is [protected] (c) [protected]@gmail.com
kindest Regards,
Cathy Clausell

Hi, I contacted geek squad because my phone battery was draining so fast and I was told to send the phone and I sent.after some days I received the phone on around end of March .i travelled to another country for a long vacation within 2 months that is on May 15, my battery dies with single calls, even though I charged it 100%.i contacted iPhone store and opened and said the battery which was changed must be an old one or duplicate, because of that they declined to change the battery and they can't accept the current battery.I had an only option to change battery via local stores
If you are giving me a damaged battery for replacement what is the point of me paying 13$every month for past 2.5years.i want an proper solution for this and I will be filling a complaint regarding this to concern government services for fraud activity . I am attaching the battery image which was changed by geek squad
Contract number:[protected]
Four part key - [protected]
Incident number:[protected]