Geek Squad
reviews and complaints

My 7 month old 55" smart Samsung would not power on Monday May 11. I called Geek Squad as I have a 2 year warranty and they phone person said she was ordering a new power supply and motherboard. The earliest that I could get an appointment when they would have the part was today June 16. The tech showed up with the parts which had not been ordered, and now it is another week without tv.

VERY INEPT SERVICE!

Good day!

Hope all is well! I am writing you this e-mail to express how disappointed I am with my experience with bestbuy!
I feel so anxious since my experience with your company. I couldn't sleep, its bugging me, because I don't want to be treated like this!

This was my experienced!

I am not from us, I live in cayman islands. I went to ny sept. 21-26, 2017.

On my last day, I stopped by bestbuy union square, I saw this microsoft surface laptop and decided to buy it, while I was paying, coral (one of the agent in store) told me to purchase the protection plan, she said I can get a new one when I drop it or spill water or even a lil scratch. She even told me to take the 2-year plan, so I followed her advice as it looks like a good idea.

I went back to my hotel and opened the laptop, while I was setting it up, I saw something on the screen a white horizontal line, it comes and go. (I took a video)
I didn't have time to return it as I was flying the next day back home and anyway I took 2-year plan.

First week of may 2018 I chat with the geek squad explaining the issue in my laptop.
They told me, I have to bring it to the store and they made an appointment for me.

I flew to ny may 21, 2018 and at 8:40pm I was in union square bestbuy and I present them my laptop, explained them what happened and show them the video I took when the white line appeared.

They told me they don't know what to do with it, so they advised me to come back the next day as the manager will be there.

Next day I went back, explained again what happened and the manager told me they will have to ship it somewhere and it will take 2-3 weeks, or i'll get a new one, but they will terminate my protection plan.

I got so anxious cuz I cannot wait 2-3 weeks, I don't know when I will come back to ny and shipping something to cayman island is very difficult.
Or if I take the new one but they will terminate my protection plan which is a lot of money. 2-year plan is $300 and they will terminate my plan i've never even use it yet, it's been only 8 months!
I am explaining the manager how unfair it is to terminate my 2yr protection plan to the damage that it was not even my fault!
He told me that's the only choice I have. While I was talking to him he told me to think about it and left saying he will come back, he even told my friends he will come back. But he never came back! He went home!

His staff have told me his manager left. I told him I am not done talking to his manager, then he called his manager and says that its the only choice I have!

Now, june 6, 2018, I am back in cayman islands, I am still frustrated as I cannot accept I just threw away $300!
I chat with the geek squad and I kindly asked who should I reach to express my disappointment, and he asked me what seems to be a problem, so I explained again, type the whole story and he answered me with a number to call! He says that they will help me when I call the number provided cuz I have protection plan anyway. I told him, I just said they fulfill my 2 year protection plan. But he never answered me anymore and ended the chat! I didn't even get the chance to get the number he provide! His name is agent aljeph!

I am so frustrated on how everyone in bestbuy is treating me!

I spent more than $4000 in bestbuy in one day cuz I chose to buy there instead of apple store!

I am reaching out to you as I am tired of being treated like this in store or online!

Kind regards,

Member id: [protected]
A very disappointed customer!

After a Windows 10 update the Yoga would bot boot - black screen but visible mouse arrow.
As I have a service contract with the Geek Squad - I took it in for assistance on 5/21/2018. The service counter issued a service Order and advised 2-3 weeks.
Tracked repairs online "status always showed"in service" - so I went to the store yesterday 6/9/2018 where I was advised that the lap top had been ready since 5/30/2018.
Signed for the laptop and took it home - only to find it Is DEAD - tried charging iot last night - still DEAD and will not boot.
Surely the technician CHECHED the unit after repairs - before shipping to the store -
I will have to take it back to the store when they open today (Sunday) but this will now take another 2-3 weeks for more repairs.

The sad part is that I found out online that the problem was from a Windows glitch and there was a simple reboot sequence fix - surely the technician should be aware of this - they replaced my SSHD

I should be reimbursed for having to buy a refurbished desktop computer to operate my business while this is going on.

In December 2016 I purchased 3 Unlocked Moto Pure X edition phones with Network compatibility for At & T, Sprint, T-Mobile and Verizon. I also purchased Geek Squad replacement warranties for these phones.

In 2017, my son had damage to his phone and needed to be switched out. I called Geek Squad and told them of the issue and that I wanted an Unlocked phone that could be taken to the carriers above. They supplied me with a Moto Z Play phone which I thought was fine but didn't research it as I thought Geek Squad knew what they were doing.

Come to find out in 2018 shopping phone networks the Moto Z play isn't compatible with Sprint OR Verizon. I called Geek Squad who indicated that when they provide replacement phones, they "ASSUME" your going to stay on the network your on and DO NOT check network compatibility other than that.

Be wary of taking out any warranties on Best Buy Products as you will get the item replaced with a similar item but not have the same mobility.

I will never again do business with Best Buy.

I usually do not complain but the service I got was so bad that I have to let you know. It would be better if I talk to someone, [protected].
My computer was hacked and I went to Geek squad at a Best Buy in Gatineau, Québec. The gentleman, who was really nice, suggested that I become a member for all the services we get after so I did. I left computer there for it to be fixed and that a backup would be done. When I picked up my computer, I could not find the Microsoft suite so I went back. OMG, I went on Friday and got some sort of employee - Bertrand ZY2X. He told me that I needed my membership card which I did not have. Surprising that an organization specialized in this field could not find anything in their computer. So I had to go find my card and bring my charger which I did the next day - Saturday. Poor me, Bertrand was the one that continued the service as he had started the file. So, he activated BitDefender which I had not done (which by the way, I received a message today that my trial period ended in 2 days) and told me that I had to have my Microsoft password which I did not have since when I bought the computer it was already installed. I said that I had paid for a backup so it must be in there somewhere. He said the backup was only for files not Softwares? So I said let me try a few passwords that I usually use and maybe I'll find the good one. So, I managed to go and write that I forgot my password and it sent me a link at my Hotmail address to reset it, which I did so I told him. As I tried to go in with the new password, it would not let me. He started to tell me that I only have to type in the password that I had just changed, which is what I was doing. He started to be very impatient and was grabbing his head and saying no while swinging is head as "I can't believe this". So, I looked at him and said that I was not born with a computer and that was starting to be annoyed too. So, I tried doing the same thing by pressing that I forgot my password but it was giving me another name, e-mail adresse and phone number. We did not know why and he started again to tell me to type the password I had just changed but it was not working and the fact that another e-mail address and name was popping, we did not have a clue. So as I continued to try, he left and started to serve other clients! After awhile, I closed my computer, took the paper and got up to leave. He started yelling, madame, madame as I was walking away, I just turned and told him that if I would have known that this was the service I would get, $275 for that, I would not have paid. Note that Microsoft was still not installed. I managed to do it on my own at home after a few hours. This service was awful, he was acting as if I was stupid since he thought that I was not typing the right password and just left to serve other clients an ignored me. There were other employees serving clients, so he was not alone and there was no lineup at all. I just can't believe I paid for this... and I am also wondering if BitDefender will secure my computer for three (3) years as per the contract.

On April 30 I called the geek squad for help with a computer glitch that did not allow my printer to scan and email. I did talked to a technician who tried to fix remotely but was not able to correct the problem. However he charged me $99.99 and said someone would call me back in a few minutes. No return call.

I have called 1-800-433-5778 but every one that I reach hangs up on me after I try to explain the problem.

Very poor customer service. No help what so ever. I just want my money back for services not performed . A refund is in order.

Joe Altieri

Two men came to install my new set. A few days after installation there were problems with the new 4K Apple TV that was installed with the set.

Another technician was called and was unsure whether or not the new Apple TV was faulty. He disconnected it and told me to get it replaced by Best Buy.

I complained to Acacia the sales Manager at Best Buy, Uptown Mall about this seervice call and she consulted Geek Squad. She returned to tell me that a technician who understood this particular problem would return to fix it.

He returned this morning and made the adjustment to correct the Apple TV connection. However, he was not satisfied with the 4K quality and asked to see the modem.

I pointed this out to him the Shaw Modem - and he insisted this was not a Shaw modem, but one called "Netgear". I insisted that Shaw had installed the modem but he continued to deny this is a Shaw device.

I had no idea that he was not looking at the modem I had shown him -0 but at an adjacent device that controls my Security Camera system

He continued to searched the house for the modem and said he could not find it'

Finally a young man handling another job in the room for me showed him to the SAME modem I had shown to him originally.

He then told me I needed a new modem as this is unsatisfactory and for 4K and recoommended that I buy a new one from Best Buy.

He told me that the "Ntetgear" device is not being used for any reason and that he had disconnected it. After he left I discovered he had disconnected my Security camera device.

I am appalled that 3 of the first technicians sent did not know how to correct what the 4th. says is a simple problem, and now I have to bring someone in to reconnect my Security system. I attempted to call Geeksquad n umber - [protected] and a recorded message told me the wait would be 5 minutes. An hour later I gave up!

I got a new credit card and forgot to update my geek squad account info. I didn't realize I hadn't done this until I got an emai from geek squad in April saying that the March payment didn't go through. I followed their link to update my account online and their website was down. I work in a job where I am out of the service area for long periods of time so I couldn't call in to customer service for over a month from the time of this email. In the mean time, I have tried for the last MONTH to update my info online, and the website is still down. I finally called into customer service today and they cancelled my account because they didn't have the right credit card on file for 3 months (from jan-april) and couldn't collect payments. I had not received a single notification about this until I received the email in April, and my account was already cancelled by then. The customer service agent was VERY rude, even laughing at me at one point and would not listen when I asked how it was fair for my account to be cancelled when I had no indication that I had even missed a payment until 3 months afterwards, and there was nothing telling me my account was going to he cancelled. It's also super unprofessional to offer the option of updating your info online when it's not possible because your website is down for over a month. I've never had such terrible customer service in my life.

Hello,
I went to get online customer support and it was absolutely terrible! The agent didnt respond whats so ever after I told him my complaint and even when I asked "are you there?", I again received zero response. If the agent even told me he was there but working on it, I would understand but to just ignore me completely, I found that to be VERY unprofessional.

Session ID: M38199632954
Date: Wednesday May 16 2018

To whom it may concern

I would like to officially register my concerns regarding two gentlemen who handled my case today, dated April 30, 2018.

Problem:
I bought a Dell laptop from Best Buy in January 2017 and bought services too. Recently, I faced a problem that laptop doesn't work without the charger and it gives an error: plugged, not charging.
April 13, 2018:
I brought my laptop along with the charger to Geek Squad and met Mr. Dane. Mr. Dane listen to my problem very carefully and stated that it might be either battery or the charger issue and for that he needs to run the complete battery diagnostic test which will take days.
Moreover, he suggested that I should get the complete user data service of my laptop as I have been paying for it.
Secondly, he made it clear that if there is a hardware issue which is not under warranty, I have to pay for it but its assembling will be done free of charge.
Decision: I told Mr. Dane that I have assignments submission within this week so I cannot leave my laptop for days. He said that he will try to run diagnostic as quickly as possible, otherwise I should take my laptop back, complete my assignments and then bring it back to Geek Squad for the complete thorough checkup. We both agreed to it.

April 14, 2018:
I went to pick my laptop. Mr. Dane was not there. A gentlemen over the counter told me that the diagnostic is not done as it take days. I told him that I understand and will bring my laptop again once I do the backup arrangements.

To give my laptop for complete diagnostic of battery and data services, I requested by professor to loan me laptop for few days, I took a day off from my university, took UBER (as I don't have conveyance) and went to drop my laptop to GEEKSQUAD.

April 30, 2018:
I went over the counter, there was a gentleman there to whom I shared all the previous receipts and explained him the purpose of my visit.
He said that he needs to check the laptop.

Issue #1:
- He was not able to turn on the laptop with its charger and declared that charger is not working. I insisted that laptop DOES WORK with this charger and I TURNED ON THE LAPTOP.

Issue #2:
- I told him that I want it service to be done as well as I am paying for the services for almost 16 months. He went back and then he showed some concerns to another gentleman there and then the other gentleman took over the case. The new gentleman told us that I don't have any account with GEEKSQUAD. I mentioned it to him that Mr. Dane located my account details within seconds with my cell #. Then he rechecked and said that I do have a service account but no replacement of hardware.
(I am sure GEEKSQUAD must be maintaining multiple accounts and services and I opted for one of them).

The above two are enough to think as if I was standing in front of a small shop with naive sales and technical persons but then the new gentleman came up with another statement:
My laptop is fine (without doing that days of battery diagnostics) and I can take it back. It is just a charger which he can order for me.

Conclusion:
Keeping in mind that laptop needs a thorough checkup and battery diagnostics as discussed in my first meeting with Mr. Dane, I went through a lot of hassle in terms of
Finances (as I am an international student and paying my fee from my pocket)
requesting and making arrangements for the make shift laptop
Taking a day off from my university.
The gentleman today put all those efforts down the drain by saying it is just a charger. Moreover, when I shared my concerns over his diagnostics that if it was the charger, I should have been told the very first day, he said:" what hassle, I come on bus everyday". Secondly, he was reluctant to give me the email or access details of Mr. Dane (who has handled it initially) and when I insisted, he gave me a computer address and said that giving Mr. Dane access details are like intruding into his privacy.

I have not seen this level of customer service in my life. This is not we expect from BESTBUY. I had a blind trust on the products on BESTBUY and I am a loyal customer who has bought all cell phones, laptop, XBOX, printer from BESTBUY and paying for Cell Phone and Laptop services every month without skipping any payment and this is what I am getting in return.

As Mr. Dane and you have handled the case with patience, I am ready to take one last chance of getting my laptop fixed. But I need BESTBUY to take action against both gentlemen who mishandled the whole situation and for future anyone who is over the counter needs to know how to handle their customers with patience and they should be experts of their field. They should not assume that customer will buy inappropriate behavior, lack of expert knowledge and lack of professionalism.

I have already registered my complain with Mr Dane and Ms Angel personally and through email but haven't heard from them so far.

Regards,
Arooj Ahmed Qureshi
MEng Computing and Software
McMaster University

On Monday 4/22/2018 I went to the Best buy in Trumbull Ct to replace my Galaxy s8. Everything was done I even got an email conformation. The next day I received my replacement and after I transfer all my information I cant activated the phone because the imei number is still activated to another person account. So now I get I the phone with sprint nothing they can due because it was geek squad issue. After being on the phone for 1hr and transfer to 8 different representative the only thing they can due is send me another replacement or send me a gift card and he didn't know if it will be approve and didn't know the amount. So I had no option but to get another replacement and wont receive till 4/26/2018. The supervisor was so rude. Being it was there fault there was nothing they can due for me which I think is not true . So I decide to call back today 4/25/2018 and my email was changed last night that's why I didn't receive an email confirmation and again spoke to 2 representative and all they can say sorry. Poor customer service . No refund and I had to use my credit card again to submit the 2nd replacement...

Geek Squad called to tell me my computer was ready for pickup. I went to get it and upon inspection noticed the lid was not opening and closing correctly. Looking further, the left side is not together clearly showing it was dropped. The manager said it was wear and tear and all he could do was to give me $200 off a new one. Mine was only 4 years old with a depreciated value of $450. Why are they not giving me that amount off. They broke it . Now I find Best Buy and Geek Squad are same company, do I smell something rotten going on?

I need to report a careless and wreckless driver before he causes an accident. On March 04, 2018 at 4:20pm at the Gren Acres Mall in Valley Stream the Geek Squad van driver failed to stop at the stop sign and yield the right of way. I also had a stop and stopped while the car in front of the Geek Squad driver proceeded. As I made my left turn the Geek Driver did not stop at the stop sign to allow me to proceed. He ran the stop sign and failed to yield the right of way causing me to stop suddenly. Then he was driving over the double yellow line as seen in the attached photo. I think he may have been drinking or on drugs. This driver needs to be disciplined as he is a liability to Geek Squad. He was driving van 27628, license plate number 63005MG. The driver was male, age range 40-55, perhaps Indian descent. I am a best buy customer and also a satisfied Geek Squad warranty purchaser and felt it necessary to report this driver. Please feel free to contact me if you need further information.

Had an old microsoft hard drive replaced. Requested the geek squad move this info to new hard drive purchased from geek squad in hutchinson, MN. The called to tell me all this was completed. When I picked it up and paid for these expenses plus a warranty package, I took it home and tried to get on these old programs. None of them would open. Worthless now. Can't use any of these old programs. Also the Agent working said she installed the outlook or e-mail program. She assigned me a sign in and password but the computer tells me the program is not set up. Can't use this either. I am requesting or more so demanding a refund on all the expenses I paid that are worthless to me. Please address this request to the top person in charge so my request is reviewed by someone higher up than the geek squad I used. Please call me at [protected] to let me know this is being worked on and when I can expect to here back from them.

Today, Tuesday, March 20th at appx. 12:55pm- one of your vehicles who were traveling North bound on US 127, remained in the passing lane for the entire time they were on US 127, from I-496 without ever getting over into the right lane so that others could pass him.

Then, to my dismay- when I pulled up next to him, he was laughing hysterically. Since MSP, Michigan State Police are currently cracking down on unsafe drivers...specifically for driving in the passing lane, I can only hope your drivers are caught soon, before they cause an accident...all while they think it is funny.

Your driver, was young 20's at best and obviously, his maturity level shows it.

We have used Geek Squad in the past, however, we will not ever call on your services again- based on the irresponsible driving practices we have seen today.

If you care to look into this incident further, your driver exited onto the 110 Okemos Rd. exit at 1pm and headed South on Okemos Rd. *Since I was heading North on Okemos Rd., I do not know where his end destination was.

On 3/15/18, my niece ordered a replacement cellphone through the best buy geek squad, paying a total of $162.36 over the telephone. She was told the phone would be delivered within two days. On Saturday 3/17/18, I, her aunt, called best buy and spoke with the geek squad department about the cellphone delivery, seeing as how my niece hand't received an email or anything to track the cellphone delivery. The woman I spoke with, I believe her name was Gristina or Christina, informed me that the cellphone would be delivered by Monday, 3/19/18, due to it being two business days. I then gave her my email address, which she confirmed by repeating it to me. I asked her about the delivery service, i.e., who would it be delivered by, she stated UPS. I asked about if they arrive to deliver the package and no one is there to sign for it will they leave a note on the door stating that they attempted to deliver? She informed me yes, they would leave documentation that they attempted to deliver and it was unsuccessful. So today is 3/19/18, I am currently on hold to speak with a manager, after being cutoff, and interrupted multiple times by the woman, Christina, with geek squad customer support. She informed me that UPS shows they attempted to deliver, first she said 9am, I told her I walked back into my home at 9:02am this morning, there's one way in, and one way out of my subdivision, so how did I miss them? She then tells me, well they show they tried to deliver at 9:29am. I tell her I never received an email, nothing to be able to track this cellphone or anything, even after giving my email address to the woman on Saturday. She then begins to speak to me as if I am an [censor], telling me that she can walk me through using the computer to locate the device. I tell her, I was able to go to the site and follow the instructions I was given Saturday, but it keeps saying it is unable to locate my order. Come to find out, they misspelled my nieces last name, by adding another 'n' to her last name. So here I sit, waiting on hold for approximately 18 minutes now, for John aka the manager, according to Christina. I imagine that she's had me on hold for a very long time in hopes that I will hang up, perhaps out of frustration of being forgotten. However, I am still holding on, and am about to call them from another telephone to ask for a manager and see how fast I am able to speak with someone. This is the worst customer service EVER!

I turned in my Apple Watch to have the screen repaired on 1/27/18. The invoice provided stated that the watch would be ready on 1/30 for pick-up. No updates provided via phone or email on that date. Updates on site were very vague only showing watch turned in. Called Saturday and representative stated same thing showing on site. He stated that a supervisor would call within 24-48 hours. On Wednesday 2/7 I called again and representative stated he would re-escalate the escalation. No call received on 2/8 and called again. They then transferred me to Apple representative to then have them contact the store and they stated they had the watch ready at the story. Picked up watch on 2/8 and spoke to the manager at geek squad who confirmed watch was ready on 2/5. He apologized for not providing a call but blamed others for not following the proper steps. This didn't fix the issue because as a consumer and an elite plus member, I had to take time out of my day and follow up with them without a realistic time frame of due date. He also stated that he would provide feedback of complaint which doesn't help me. I pay for a repair with below average service. Disappointed and upset with this whole process. I believe some credit or gift card should be provided for the poor service provided. Thank you

My laptop would not stay connected to the internet, so i took it to the geeksquad at best buy and they would look at it.I got a call telling me it was fixed, when i got there i checked it and it was the same, so i left it again and got a call 5 day's later sting it had been fixed again it still would not stay connected to the internet, so again i leave it with them for a third time and when i go back thinking they finally fixed the issue it still was not fixed! According the my geeksquad protection plan it states that after three attemps to fix a device for the same problem and if unable to do so i am entitled to a new device of equal or lesser value, but they told me that they have to send it out to get fixed and it would take 3 weeks! I have been without my laptop going on a month and a half and am not going to renew my plan with them, i am so dissatisfied with they're service, even if they fix it this time i am still not ever going back to best buy!

My laptop is an HP Pavillion 17 Notebook PC with an original OS of Windows 8. I recently had to get it repaired and they said they would replace the hard drive and put the OS on it. This all happened on Friday 22, of December 2017. The next day Saturday 23 of december 2017 they called to say it was repaired so I picked it up and go the first few days it seemed fine although the OS was now Windows 10. However just yesterday January 2, 2018 a Tuesday I was watching my daily YouTube videos that I subscribe to. That's when things went wrong. The screen froze up and a high pitch noise was emanating from the laptop. I turned it off let it cool down. Then turned it back on the hardware worked fine I could hear the fan and the hard drive humming. However the screen would not turn on. This never happened with the broken hard drive even though on the broken one I couldn't access windows the screen still turned on. Now it doesn't do that. I paid them to replace the hard drive, install the OS and run system diagnostics. The report I got with my laptop back said everything was functional. Clearly that was a lie. I want this remedied immediately because I feel I was taken for a ride.

Geek squad came to home to fix router. Serviceman leaned over table to get to equipment and knocked over a figurine in nativity set that was sitting on the table. It hit the floor and broke. He picked it up and placed it back on the table without saying a word. It was witnessed. The figurine was not cheap. This how you operate?
We've used geek squad for years and this is extremely disappointing. I never thought we had to follow them around but apparently we do.