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Geek Squad
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Geek Squad Complaints Summary

61 Resolved
333 Unresolved
Our verdict: With Geek Squad's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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Geek Squad complaints 394

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M
8:50 pm EDT

Geek Squad customer service

Worst customer service experience. Sales guy james l couldn't find the tv stand I wanted even though bestbuy.com said they had one in stock. I had to find it for him. He arranged to have it delivered to me. It arrived with a huge hole in the boxed and the visible, front-facing part of one leg was damaged. Spoke with manager ed who said he would expedite a return for the damaged unit and exchange it for an undamaged unit. He said they would call back in 30-45 minutes. 1.5hrs later best buy calls and tells me I have to somehow load the very heavy, bulky box into my car and bring it back to the store myself before they can do anything about it. They wouldn't even just change out the damaged piece with the same piece of the unit they have in store. Which effectively leaves them with a damaged unit and me with an undamaged one. They'd rather I break my back trying to get this thing back to them. Do not use best buy if you expect to be taken cared of!

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4:32 pm EDT

Geek Squad geek squad delivery or box truck

Truck number 44227, driving on Interstate 90/94 north of Madison, Wisconsin. Speed limit is 70 MPH, we were in the right lane, going about 72 to 73. He came up in the center lane and had to hit the brakes fast so as not to hit the card in front of him. That car was going a little faster than we were. Passed that car on the left and in a matter of minutes we could no longer see him. This driver was definitely a danger.

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10:10 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Geek Squad remote recovery of lost data file

Session ID: CAS-2251201-Y3H8D
On 3/12/2019 my wife had an issue on her HP Pavilion running Widows 10, a file she had just worked on the day before had somehow vanished from her external hard drive. She called the help line and spoke to Agent Amilkar. She agreed to the remote diagnostics.
During his search he was unable to find her missing file but he did find an older copy on the computer's C drive. She told him that this was an old copy and was not the one she was looking for. Without any consent from my wife, Amilkar moved this file to the external hard drive.
Once my wife realized this was not the right file she called the help number again.
Session ID: CAS-2251196-N0D7R
This time she spoke to Agent Rubin. He also ran an online diagnostic to try to find the missing file but had no luck either. He referred her to another Agent.
Session ID: CAS-2252501-D3X9G
This third agent, Luke, was also unable to recover the file. He suggested taking the unit to a local store to have a recovery done.
Later this same day, 3/12/2019 my wife took her computer and external hard drive to the Best Buy located at 2440 Happy Valley Rd Phoenix, AZ 85085. After agreeing to the recovery fee, the tech there told her the file could not be recovered because if it was there the old file, which had been transferred by Agent Amilkar without any permission, had overwritten the data.
Though she was not charged a recovery fee, I am a bit incensed that one of your agents, who is suppose to be a knowledgeable technician, would transfer a file that my wife had plainly explained to him was not the right one. He should have known that;
1. doing so would overwrite any data on the drive and
2. that this would most likely make it unrecoverable.
this was an important file that we had to recreate from memory and contained data we will never be able to duplicate.
When my wife called to complain about Agent Amilkar's mistake, she was basically brushed off by your customer service, without so much as a sorry about that.
In all fairness, I have, up to this point received good service from the geek squad. No I must decide if your service is worth renewing next year.
Sincerely.
Richard Tashiro

Dispatch to ff
Agent Amilkar - 3/12/2019

Your session details:
Session ID: CAS-2251196-N0D7R
Date: March 12, 2019

Your session details:
Session ID: CAS-2252501-D3X9G
Date: March 12, 2019

Thank you.

SESSION RECAP FROM YOUR AGENT

Unfortunately the Excel file that was lost was not able to be recovered remotely. The next step would be to bring the computer into your local Geek Squad so we can attempt to recover the file.

Agent Luke - 3/12/2019

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C
7:53 pm EST

Geek Squad cancelled geek squad service but still charged. demand refund.

I ordered and cancelled geek squad services, including total tech support 1/18/19, but as my hard rive was completely crashed, I cancelled all services on 1/21/19. The representative who took my cancellation request (1/21/19; case [protected]) cancelled total tech support but did not cancel the in-home service request for a technician. I respectfully request to be credited back my $103.
I called 1/24 and spoke with 3 different agents who inefficiently attempted to help (or pass the buck), providing me with new case numbers (#[protected]; # [protected]; # [protected]). The final rep, mercedes, guaranteed all would be refunded, but still there is no refund.
I called back on 2/20 and spoke with oliver, george, sarah, chelsea, angie, and finally daniela — with more case numbers (# [protected] and # [protected]) — with a promise of escalating this case toward refunding me for the services I cancelled.
Please help: I respectfully and exasperatingly request to be refunded $102.98 as soon as possible.
Please reply with good news so I can stop chasing down my money with my squandered free time for something that should have been refunded back on 1/21/19.

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1:37 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Geek Squad did update laptop & was told they did.

I had my laptop repaired and my hard drive backed up Jan 31, 2018. I was told all updates would done as well. However, when I got home and started working on my laptop a pop up came up saying something like restart your computer to finish the update. No biggie I thought, so I did. Unfortunately, the update never completed and was stuck on 81% complete. I went to online chat and explained what was going on since I picked up my laptop. Paul advised me that I had two choices. I could pay him $39.99 to fix it online or I could take the laptop back into Wilmington and have them look at it. I explained that I was not able to go back into Wilmington & this update should have been done & it says here that all updates were double checked. His response
Agent Paul:
No As you are not been entitled with our any support plan we cannot take the system remotely.
10:51 A.M.

Not a happy camper.
Laurie Wammack
Service Order 00378-[protected] picked up Jan 31, 2018

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9:12 am EST
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Geek Squad home theater installation and configuration (receiver and speakers)

Hi,

My name is Puneet Sharma and recently I had purchased home theater items (Klipsh RP 450C and R26FAB) pair)) from Best Buy and subscribed to yearly membership paying $240 plus tax.

During purchases I was informed that BestBuy has options to have professionals install the home theater and configure it in such a way that it would be effective and seamless. I was recommended to go with Geek Squad as part of the purchase to setup / configure the home theater.

Scheduling happened and the Installation was completed (Dated December 27, 2018, Service Order Number : 1262633). I was not happy with the installation at all as esthetically it wasn't done the way I originally wanted it. The team had positioned the speakers 3.9' from the ground, and not higher (5.5'). Also, the receivers weren't fully setup and I had to go through manual to configure which consumed enough time that I had to break from work during weekday to reconfigure paid installations.

However immediately post the setup during the initial days, I began to hear static noise on both the back-surround speakers (Book shelf Speakers of 50W). Each time I stood by the speakers, I began to feel cold draft of a kind. After a brief investigation, I found that these speakers were installed literally 2-3 feet close to the GFIs (Power sockets on the wall), close enough to cause electrical disturbances. I wanted to see how these speakers had been mounted so I removed the speakers (attached to my dry wall) only to find that the installation tea has torn into my Vapor barrier and the concrete has been exposed.

I had to remove both speakers from the wall, still attached to the cables, to notice that vapor barrier (plastic holding pink fire retardant material) has been haphazardly cut and concrete exposed to the dry wall, where the GFIs (electrical sockets) are located. I had called in Professional electrician and dry wall constructional engineer only to be reaffirmed my suspicion. The Geek squad had literally ruined the basement installation by compromising and exposing concrete to my drywall and that too 2-3' feet close to electrical installation.

I have taken photos and video (attached to this mail) in evidence to this disastrous of an incident. This is simply not acceptable and I hold Best Buy and Geek Squad squarely responsible for this mess so much so that I have to engage professional team to fix this mess of an installation. This has affected the heating of the basement and could have potentially caused mold to grow due to sheer negligence and utter lack of knowledge by the so called installation experts.

I squarely hold Best Buy and Geek Squad responsible for this debacle and expect a quick response. I am considering various options at this moment given the enormity of the situation and the stress of having to manage an so called managed installation. I did not expect this from Best Buy. I would like to know how Best buy/Greek Squad is planning to remediate this situation?

Without knowing these damages earlier, I have postponed the appointment with Geek Squad to relocate the rear speakers to January 22, 2019 from 2 pm-7 pm.

Now, I want to put a hold on Geek Squad's appointment to realign the speakers as I have lost complete faith in their ability to execute this job. I am going to do the realignment myself and would like to know how Best buy/ Geek Squad is planning to remediate these damages.

I do look forward to hear from a responsible person on how to move forward.

Regards,

Puneet Sharma
Cell: [protected]

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10:21 pm EST

Geek Squad repair a virus in my laptop - lost my entire data + fraud

On 12/1/18 I dropped off my laptop for virus clean. on 12/5/18 I received a phone call from Geek Squard stating I need to replace disk (fraud). On 12/6/18 I went to the store talking to Dave, manager, I found out he didn't back up my data. In the service contract, I stated I want to back up my data. They lost my entire 2 yrs of personal documents, violated my rights and forfeited the contract agreement not backing up my data. On top of that they tried to sell me a disk. I demand the return of my $214. will report to BBB.

I talked to the Best Buy manager Greg, not geek squard, he told me he learned about many customers were told had bad disk problems. I realized that all were scammed like Geek Squard did to me.

I didn't realize the whole scam till I brought in my second laptop and they told me the mother board is fried. I said it was functioning when I brought in and now is dead? So I become suspicious about Geek Squard and starting calling best buy and found this discussion forum.

The biggest tragedy is my losing my data. I wonder if any one has thought about starting a class action law suit against Geek Squard. This forum has sufficient evidence of their Fraud over the years.

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4:26 pm EST

Geek Squad laptop repair

I have submitted my laptop to geek squad in Tucson for repair on October 23, 2018.
It is now November 29, 2018 and is no closer to being repaired than when I gave it to them. I ask for a estimated when will it be finished date and they make a number up. Apparently they have ordered the wrong parts 4 times and it sounds like they don't know what they are doing. I am regretting my decision to trust the geek squad with my repair. I should have taken it to a competitor and I would probably have it back already. I submitted my vehicle on the same day to get the engine completely rebuilt. I got my car back 2 weeks ago. If you can't fix it please give it back and stop wasting my time.

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9:44 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Geek Squad cell phone warranty claim

My boyfriend and i purchases 2 samsung s8 phones in march 2018. The sales man told us about geek sqaud warrenty. We purchased it for both our phones. September 2018 my boyfriend damaged his phone. I called geek sqaud to set up a claim oct 23rd 2018 . BIGGEST WASTE OF TIME! the lady on the phone didnt speak very good english and i had to repeat my address 4-5 times to only find out she had entered it wrong and the box was sent to a different address. I called about a week later to ask where the box was. They said the address was wrong and they would change it i had to wait 1-2 days. Well those days passed and nothing.. so i called back. I was told the address was wrong and they needed to change it. Another box was sent. About 4 days later i called again with no box. They said it had been sent and it was on the way. So i waited another 3 days. So i called back AGAIN and the guy on the phone was very rude. Told me he couldn't see anything and just to wait and see what happens. This happens another 2 times of calling and getting no where. I finally have had enough and call in to cancel and ask for my 200 dollar refund. I called nov 19th. The very nice man said 2-4 days and the money will be back on your card. Well 5 days pass and nothing. So i call and they tell me its 2-3 business days after the day its manually processed. So i actually have to wait an entire week.

Im not usually one to complain or file complaints but i am just so annoyed and cant believe how long this took to get no where. Thank you Darsy for your excellent customer service.

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12:21 pm EST

Geek Squad television installation

What joke this Geek Squad thing is! I recently purchased a tv from Best Buy in West Edmonton. I have hung several tv's over my years, so when their high pressure sales people start pushing you to use that service I immediately say no. So then they start messing around with numbers to try and snow you into feeling like you're getting a deal on it...I'll throw in the mount, or I'll take $300 off the price of the tv, so the mounting is free etc. etc. This tells me immediately that they make more money selling this service than selling the tv, which is why I don't use these services typically, no different than taking the bs extended warranties they all try to sell you.

With all that said, I told the kid that sold me the tv that IF Geek Squad could hide the wires for me instead of them being visible up my wall, then I would pay for that. He said the absolutely can do that. Ok I thought to myself, I'll pay $300 if they'll mount it and run the wires to it in the wall.

They showed up today and have zero means of running wires. They wanted me to get an electrician to my house to move the power outlet and they wanted an additional $150 to put 2 HDMI jacks in the wall behind the tv.

I own/operate a large very successful company in Edmonton. Our business is serving customers, which we do well, so I know all about good customer service and how important return business is to an operation.

A customer purchasing one tv, having a bad experience, posting that experience online and NEVER buying from Best Buy again (oh and telling whoever will listen about it) is not good business and will catch up eventually. Just look at Radio Shack.

Sincerely,
An upset BEST BUY customer

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7:00 pm EST

Geek Squad tv mounting

I booked an appointment and paid for it for the Jerk Squad to hang a tv. They have me a four hour window so I didn't book any meetings at work. I finally called them and they said my installation had been cancelled! I asked who cancelled it? I didn't? Why wasn't I notified? What kind of crappy service is that? Crickets. No answer. I would have to go to the back of the line and start over they said. Not a drop of empathy or shames. Never using them or Best Buy again. Amazon has my business now!

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10:42 am EDT

Geek Squad van delivery driver

So I dropped off my daughter at work, and I get back home and I see this giant geek squad van parked in front of my house. I checked my cameras to see where this guy went. It's pouring rain outside, and I would like to park and get in my house. Apparently he decided to park in front of my house, but he's making a delivery basically a block and a half away. That makes no sense to me. Nobody wants their electronic device carried in the pouring rain for a block and a half. Is this the kind of logic geek squad applies to their deliveries? So now I have to wait until this guy gets back to the van, and whoever is receiving this delivery is probably going to be angry that the driver decided carrying their item a block and a half in the pouring rain was a good idea.

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9:38 pm EDT

Geek Squad google pixel 2

Geek Squad has provided the worst service I have ever experienced. Not only do they not care at all about their customers, their staff provides inaccurate information. My google pixel 2, which I bought at Best Buy in Feb 2018, died in Oct 2018. I filed a claim thru Geek Squad, who assured me I would have a new phone, or an e-gift card to purchase a new phone, within 5 business days. 5 business days have passed and i have nothing. I was told after 3 days that I would be receiving an e-gift card. I haven't received it. Geek Squad cannot and will not contact the department that issues these gift cards. They have no interest at all in helping. It is the worst service I have ever encountered and they only thing that Geek Squad can guarantee is that they don't care about their customers at all.

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1:23 pm EDT

Geek Squad warranty claim

In september 2018, my new I Phone 7 gave up on me. I had it for less then 6 months. The phone was covered by a Geek Squad warranty. I called in to file a warranty claim mid september. I was promised a new phone within 3-5 working days. The phone finally showed up at our door by UPS 7 working days later. The UPS driver stared my wife down at the door (she's black), pretended his terminal to get a signature wasn't working and that he would be back with a working terminal shortly. He never showed up again. He proceeded to indicate that the package was refused by my wife on the Internet UPS tracking system! UPS pretended that they twice tried to deliver the package and that it was refused again by us! I run a consulting business, my phone is my business lifeline, I do everything on it! Why in the world would I refuse something I desperatly need to run my business? I stopped tracking UPS, they were NOT acting in good faith and my warranty was with Geek squad anyway. well, my wife and I have now talked to over 14 agents, 3 supervisors and one Manager and I still don't have a phone. We've tried everything (going back to the store, talking to Best Buy, anger, understanding, .. It's been over 4 weeks now. This is my worst customer service experience and I've had a few over the last 50 years+. Anybody's got a solution?

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Y
Yolanda herndez
Denton tx214 333 3333, US
Nov 09, 2023 4:28 pm EST

that is exactly what is happenning to me since September I have a broken phone and they send me back and forward to stor nobody gives a solution

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3:17 pm EDT

Geek Squad attempt to hack in stating they received notice of malware

I received a call from [protected] from "Geek Squad"; the agent stated that they received a message that my computer had downloaded some malware and that he was going to help me resolve the problem. He walked me through opening up the computer ID and read numbers as if to verify he was on the up and up... then directed me to go to the run command entry and type in "msconflict" and then wanted me to read off the script... which I said I did, but did not.

This was a huge red flag to me... He asked that I read the data, "I said hang on a second..." I don't subscribe to their service, so I asked, "did you say you were with Geek Squad?" and at that time, we were disconnected.

I dialed the number back (my phone collects the number even though the caller ID registers as "Unknown", and guess what? That number cannot be dialed into... such a surprise!

NOBODY SHOULD BE ABLE TO ACCESS YOUR COMPUTER THAT YOU HAVE NOT SUBSCRIBED SERVICE TO.

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8:49 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Geek Squad I phone 7

Called Geek Squad regarding an I Phone 7 not working, not charging up. Spent 2 hours on the phone, mostly on hold, transferred to 5 people. Found out that I was behind in payment because when I called to switch the billing to a different credit card it was not entered into the system. I was also being billed for a cell phone that was not in my name. The lady I was talking to in the end was extremely helpful and I feel bad that I got upset at her for other another persons mistake. I up so tired of dealing with Geek Squad and all the hassle it in involves. I am seriously thinking of cancelling their service. The incident number if you need it is [protected].

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8:05 pm EDT

Geek Squad iphone 6s plus battery repair.

To whom it may concern,
I recently brought it in my iPhone 6S Plus for battery fix and since this store is an authorized repair place, I decided to bring my phone here since I shop at this Best Buy.

I dropped off a working phone with a slight battery issue in the iPhone. When I was given back my phone the screen doesn't work. I stayed in the store and had the agent look at the phone give it a complete restart and it still doesn't work. I was told they needed to send it to Apple because it had an issue that was not an issue when I brought it in.

Needless to say I reached out to Apple and apple has decided to look into my issue this week. They told me that the geek squad should have scheduled me an appointment with Apple immediately which didn't happen. I just want it to be know that I am very unhappy with the service that I received and unfortunately since my issue was not resolved by Best Buy, I will not be shopping at Best Buy anymore until this issue is fixed. I am a single mother of two who is without a phone because of your errors. If you are going to have an authorized person that can work on iPhones this person needs to make sure that they are 100% trained in fixing the phones there's no reason that I should drop off a perfectly working phone minus battery issue and not get a working phone back.

Sincerely,
A frustrated client
Jennifer Rojas
[protected]

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Stacey Bennett
, US
Jan 07, 2024 9:05 am EST
Verified customer This comment was posted by a verified customer. Learn more

The same exact thing happened to me right before Christmas. I took it to

A local electronics repair shop and they put my phone under their microscope and found that Best Buy had put the long screw out of the 4 that must be removed for battery replacement in one of the short screw holes. This drilled down into my circuit board and damages it.

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11:20 am EDT

Geek Squad one year total tech support

Octobe 1. 2018
I described the problem and bought the service.
They (said) they did a remote fix that took about 2 hours.
October 1, 2018, later in the day.

Problems not fixed. In fact made worse. Now I am getting about 5 fraudulent calls a day regarding my computer repair.

October 3. 2018

I called to cancel. They couldn't find my information. One hour later I called my bank to cancel the transaction. Shortly thereafter got an email saying BB had cancelled my service.

I have no idea what they did! I have to call someone else to come and and assess the damage and if they left malware on my computer. My resolution seems to be find someone else to come in and review their "work".

DO NOT TRUST BEST BUY GEEK SQUAD!.

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10:14 am EDT

Geek Squad warranty plan

Very very poor service, my warranty plan was canceled because of your mistake and it's took almost a week to reactivate it, after i have been assigned to service provider that servicing my area only one day a week in my area and I have to wait another week and lose working day for repair my dish washer for service that i also have paid... I am sorry but I am not happy with such a service
incident number [protected]

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11:30 am EDT

Geek Squad dishwasher warranty repair

Have been w/o working dishwasher for over three weeks. Agent scheduled appt on the wrong date (a week later than we dicussed). Then, after a long discussion/diagnosing over the phone of what was wrong, ordered the wrong part. They were unable to schedule another appt earlier, so had to wait another week. When the service repairman arrived, he poked around for 5 mins and said we had the wrong part. Another 9 day wait for an appt opening. The whole time the phone reps say we may be able to fit you in earlier, which is total bs. They are only trying to mollify so your head won't explode. The repair man said the same thing about maybe fitting us in and to call him when the new part (hopefully correct) arrived. I called him and it was the same story, we're busy not a chance, see you in week. We paid a premium for the extended warrant. And thank God, because this $850 dishwasher was replaced once and had the same parts that broke now replaced before. Terrible customer service!

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Geek Squad contacts

Phone number

+1 (800) 433-5778

Website

www.geeksquad.com

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