Geek Squad
reviews and complaints

I was alerted to an email that spoke of a renewal that was about to take place in the next couple of hours, this alarmed me because I have never used ordered or needed anything from geek squad. I was alerted to an email that spoke of a renewal that was about to take place in the next couple of hours, this alarmed me because I have never used ordered or needed anything from geek squad additionally my computer doesn't use Firewalls and I live alone so there's no one under my household who would've ordered it I try to file a complaint and cancel by phone and was met with a very ineffective and rude agents, I'm not even sure if they actually canceled me but what I am sure of is I have never ordered this and if you have taken any money from me I want it returned

On 7/15/21 at 6:01 AM PDT Geek Squad, with remote access to my home computer, hacked into my Coinbase account, stole all of my Bitcoin, valued at $2413.39 and made additional charges to my bank for $750 in the name of Coinbase on 7/16/21 in 3 amounts, $350, $100 and $300.
I have contacted Geek Squad repeatedly in this issue to no response or resolution.
I filed a fraud claim with my bank, still pending.
I have filed complaints with the FTC and IC3 and the Better Business Bureau.
I am seeking legal council.

Very Low standards of Customer service and very bad communication!

I filed a claim and called Geek squad couple of weeks ago regarding my TV repair that was picked several days ago. However, No one supported me for the update, and tried to reach out to call but the customer service representative after having all my information the only update he has that I called last week and even do no have any details that my order was picked from my home already several days ago. What I'm facing now reflects unaccepted customer service and below standard customer support also as I tried to reach a supervisor but couldn't and have to wait 2 days and it has been 4 or 5 days and no one contacted me yet!

On the other hand the person who collected my TV for service is not ready and asked me to prepare screw drivers and items to do his work, I managed to do almost everything from my side but asked him to get his tools from the cars as he was so lazy to move!

Also I did not get any tracking information or any details regarding my collected TV till I insisted yesterday

Waiting for response ASAP Geek squad bad experience I got as which is not meeting the minimum expectations!

For more than 10 days Now trying to reach a manager and every time I call the only reply I get that managers are busy and will respond within 24-48 hours. although it has be more that 10 day but did not get any calls yet.

These are the work order numbers that I was given 00572-[protected], [protected], and [protected].

My computer has been in Best Buy's possession since early July, I was told when I brought it to the store in Metairie, LA that the mother board had died.
I paid to have files copied to an external drive in which I was told that he first order number was applied.

I followed up on the status and went to the store when I saw the message that the device had been picked up because I did not have it. I was told that the computer was sent out for repair.

Since that time, I have not received an update and began to worry because I had no idea what was going on. I have since called this number several times [protected])beginning on August 13th. I was given the second number and was told to call back the next day, Saturday, and give the person who answered the second number. Well, of course, no one answered even though another message said they were open from 8 til 5:30. This message, however, stated that they were closed. I called back Sunday only to get the same message.

I followed up with the call on today, Monday, August 16, 2021 only to be told that there was nothing wrong with the computer and that the store in Metairie called to tell me to come pick up the computer. I have no missed calls from Best Buy or Geek Squad for Friday, August 13th. That agent also told me that the problem was the cord not the computer. He told me this lie several times.

I decided to use your tool and check the status using one of those numbers and saw that the status bar showed that the repair was half done and that the device was in a Best Buy in Missouri City. I am currently on hold with an agent trying to figure out the problem.

I am deeply concerned and disappointed with the service I am receiving.
I purchased this service so I would not have to worry about problems with my devices. You have obviously hired individuals who do not like their jobs and will do as less as possible. However, they represent you. I do not know what my next step will have to be but I do know I have paid for the device and a service plan and I am not getting satisfaction from either. You should really check your customer service because it stinks!

I was having trouble turning my brand new computer on for the very first time. I am 72 years old and not very tech savvy any more. We went thru numerous, but not various ways of fixing it. He kept insisting that it was not getting electricity to the computer and I told him numerous times that I could see the light come on and there was an icon on the screen. He kept having me do the same thing over and over (plugging into a new socket) 4 times. When I would be asking a?, he would talk over me. This happened on 3 different occasions. I finally had enough. I got no where with him. He was going to set up an appointment for me in the Eau Claire Wi. Best Buy store and I told him that I needed it the next day. He said he could not. Well I was able to on my own. The trouble was fixed at the B B of Eau Claire. He had me using the wrong button to turn on the computer. His knowledge, his poor communication skills, his extreme rudeness and not listening to me, when I was talking was the worst I have ever endured. I had to travel over 100 miles to get a simple fix because of his complete ignorance and total piss poor attitude towards me.

To whom it may concern,
I purchased a washer and added the geek squad plan for 3 years after a year of my purchase it started announcing during every load that it's unbalanced. I called the geek squad number for a repair appointment so they set an appt. for July 9th that was going to take a week, when the guy came he noticed that the springs were missing so that was ordered and another appointment was scheduled for the actual repair on July 23rd the repair day came up and I was contacted by the geek squad guy that he would not be able to make it because he had two other appointments that were going to take long. He told me to reschedule another appointmen. Now I have been waiting for almost two hours! On the damn phone for someone to answer me! And make another appointment that's going to take another couple of weeks so they can maybe repair my [censored]! This is so ridiculous.! We are a family of 6 having to take the clothes to the laundry mat because no one will repair my equipment! Then what is the point of me paying that extra money if no one is helping me with the problem!?

-order number 00298-[protected] Store in Colorado Springs 7675 N Academy Blvd 80920

Laptop taken in for an issues with the wi-fi card. It would recognize wi-fi signals but would not connect. When I checked it in, the techs took a few minutes and confirmed the issue. Nothing was said about replacing any parts.

2 days later I received a phone call stating that the computer was fixed and ready to pick up. NO other info.

When I went to pick it up. I found out that they had performed repairs that cost additional money without notifying me in any way. They opened the computer, voiding the warranty, they replaced the 1 TB hard drive with a 512 Gb hard drive. For a problem with the Wi-Fi card, this is not correct. The computer was less than a year old.

I have used this service several times in the past and the tech will always call before performing any repair that wasn't just a clean up, or mal ware removal.

They now want me to pay over $50.00 for replacing a part that was under warranty and could have been repaired for free at the HP.

Please advise how this will be resolved. Thank you for you time.

Lori Hammond

Used to be conducting a live online chat was a pleasure because one could state their problem, immediately have a PC Tune-up and have your problem fixed in 1-hour max. Tech Support agreement was $99/year which covered all PC's (only) in your home. Then Service Tech Support agreements for PC's were blanketed into the new "Whole House" agreement and price shot up to $200/yr. None of the features except PC part can be used when renting an apartment. Under this new agreement Live Chat online support takes 8-11 hour wait before they can assist you. I have had to use Microsoft's support to get problems fixed. Geek Squad - Get more help!

My email keeps getting hung up since my hard drive was replaced by the Geeksquad, resulting in no incoming email. I have called four times already and each time the agent insists they can fix it but they never do. It works for 24 - 48 hours and then it stops. I am beyond frustrated as this needs to be escalated to a higher level of service but it never is. I paid too much money to have my laptop rebuilt and on this contract to not have working email.

A Best Buy Geek Squad delivery driver with license plate BL85H88 on 06/21/2021 at approximately 0400 PM PST recklessly and illegally parked in the middle of the street to make her delivery while there was plenty of parking spaces along the curb. When I went to back out of my driveway I had to ask to move the van. Please have your drivers park in available spaces rather than parking in the street

This will long. But to be briefer. Wife Called geek squad to change CPU battery.
Showed up late on third appointment after cancelling first two appointments. Change battery (ten min job). Three hours later my computer was unusable. But did have a new $3 (not their price). Tech left. My was wife was feeling unsecure while this person due to improper questions about my where abouts and return dates and/or times. Only told me this after i returned. I Was in spotty cell areas thousands of miles away. but my wife did call me. She said tech had a question. He asked what my password word was, told NO PASSWORD why do you even need to know to change battery? hung up on me. He had Uninstalled; ms office, all printer software, browsers, virus software, disabled all protection and left computer that way and online.. Also uninstalled Zoom. webx, skype. I came home three weeks later to find a locked up desktop ( alt, cntrl, delete) and spent hours and hours trying to get back something useable. Wife said she did get her email for a day or two before the computer froze... Seems he did a sys restore and cleaned what he determined was old software including VPN. maybe it was 2021 issue but i still used it. I Could not open any doc's from my doc folder, said renamed or moved. One hell of an Easter egg hunt. Not sure if this was total incompetency or malice action on geek squads' tech part. But during an emergency to find this was ?>

The techs have been remoted into my system since 11 am this morning it is now 4:18 pm and repeatedly I have asked for escalation and to no avail. The first agent said I would be escalated and then ending the session without resolution. I called back and was assured I would be escalated only to be send right back to level one and the same stuff I know how to do myself.

All I need if for my ribbon in Outlook to be customized to include the Categorize function which was on my last computer. My last computer was suppose to be put onto this new computer as it was by the Geek Squad which they did except this one thing that I really need.

5 hours and still no help is ridiculous.

Please help,
Cynthia Swanson
[protected]

Bought a BestBuy computer in January. It worked until the end of February and started Blue Screening. Bought a $200 membership to Geek Squad in March and took the computer in. They wiped it for me and gave it back. Same problem started again by the beginning of April. Took it back in. This time they said it was a HARDWARE problem. They couldn't boot the computer. (That's why I brought it in ... duh...), and they told me to go to the manufacturer for support. Seriously?

1. They could have tried putting in a spare SSD drive - surely they would have a boot drive laying around somewhere that I wouldn't have to purchase. This would at least have gotten them past the boot problem.

2. They could have given me a price on a new motherboard, and then tried it to see if it worked. If it didn't, then it would still be within Best Buy's return policy, correct?

3. They could have done the same with a new CPU.

But instead they were like "Oh we don't want you to have to pay any money... you need to contact iBuyPower, talk to a tech, get a return authorization number, TAKE THE PART OUT OF YOUR COMPUTER ON YOUR OWN, mail the part to them AT YOUR OWN COST, wait a week to receive the new part, put it back into your computer on your own (like I know what I'm actually doing), and good luck to you!"

Here's what exceeding expectations would have looked like: The techs could have talked to the manufacturer, exchanged the part, installed it, checked to see if it worked, and THEN called to say it was ready to pick up.

But no... they left me in a complete pickle to do it all by myself. I'm seriously disappointed. What did I get for being a member? NADA. Even with your store's limitations, so much more could have been done.

I have been using geek squad for several years now. Now that a new service plan is out suddenly I was not notified that my plan was expiring not even by email. The last time i used the service was February 19th and the plan expired February 26th. I was not offered a renewal on the phone and neither received an email. Today I chated with an agent only to find out the plan expired and I can not renew. I called customer service asked for a supervisor and was hung up on. I do not need the total plan. I live out of the country and no one is coming to my house etc. How can I renew my contract? I can go back in my email from Geek Squad three years see all renewals except this year. Now the service has gone from 99.00 to 199.00. Most of the services the new contract offers I can not use.

Date of incident: 12 Mar 21
Client Number: they search for my warranty via my phone number [protected]

Description:
- My warranty covers a loaner for when my laptop has to be sent in.
- During current Covid lockdown, I have to courier my laptop to them and wait for it to be fixed and returned. And they are refusing to send me a loner.
- This is preventing me from doing my work.

Power supply is intermittent. I can charge my laptop only when I find the correct bend and tension of the output cable, within 6 inches of power supply.

I paid $200 for Geek Squad help and all I asked the first agent was to reinstall my sound. That he did not do and then I had hundreds of popup ads. The second agent gave up and told me to take it to the store. They fixed the sound but popups still there. The third agent fixed agent fixed the popups, but now i can't view any of my file photos. Just now I got a fourth agent that fixed nothing, logged out and I haven't heard from him since. This has all occured in one week.
If something is not done immediately, I am never going back to Best Buy and will not continue my service.
I have been a loyal customer for many years and have made many purchases. That will end as I waited an hour in the store in Augusta, Me or a salesman to assist me and never got one.
Norma Gayley