Geek Squad

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]

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.

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.

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.

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

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!

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.

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.

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?

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.

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].

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]

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!.

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]

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!

Upon my entry to the interstate I-84 Eastbound in Nampa, Idaho, USA at Exit #38 (Garrity Blvd.), September 19, 2018 @ 10:20am MST, one of your Geek Squad Drivers in a van (#26817) was weaving in and out of traffic, using his phone while driving, and driving for some significant distance halfway on the shoulder and halfway in the slow (far right) lane. If your going to have people on the road please have them driving properly. There's enough bad drivers on the road. Several people including me had to pass him extremely cautiously so as not to have him crash into us as we passed. That's not an acceptable representation of your company! Train your drivers or don't have them on the road.

Geek squad box truck, about cause me to wreck with my child in the car, was driving down new circle rd approaching the Nicholasville rd off ramp, and instead of letting me get over the truck decided to speed up so I couldn't get over and I just about collided with the off coming cars, then the geek squad box truck continued to speed down the rd weaving in and out of other vehicles, I really don't think these are the type of people you want to represent your company

Today I am waiting for a "redo" on my computer repair. It was not repaired properly at the Louisville center and had the repairs had to be "redone." My business is dependent on my computer, and the extra week or so to redo the repair is unacceptable.

My computer was ready for repair pickup on Friday, August 31st. I arrived at the store, tried to use my computer, and received several error messages. It also wouldn't connect to the internet, the ports wouldn't work (including one that had visual "smoke damage)" and some of the keyboard keys didn't work. I couldn't run any applications on it properly.

So, on Friday, 8/31 the computer was resent to Louisville, Kentucky with overnight delivery. Unfortunately, it took four days to get there (it didn't arrive at the Louisville site until Tuesday.) To be fair, I don't think this was this store's fault. This was apparently a UPS holiday weekend, or slow down, but overnight means overnight, and this delay contributed to my dissatisfaction.

I do want to say the Eagan, MN store employees were very helpful. Jeremy, in particular, tried to help repair things, and explain the status of things beyond his control, particularly when I called regarding the 4 day "overnight" delay. His customer service skills are good.

Overall, this instance has not been a good experience. We have bought a lot of items and services from Best Buy over the years, and I hope Best Buy will make this right.

The service order # is 01055-[protected].

POOR SERVICE AND FALSE ADVERTISMENT. I purchased insurance through Geek squad at best buy. When cracked my screen, I was told to Take my phone in Deptford mall. Call to make an appointment online, bring the phone in and repairs would be made in 1 hour while I waited. Once I got to the store I was informed repairs take 24 hours and I would need to come back. I traveled an hour to get there and have no ability to come back and forth. The only option the manager gave was to pay 3x times the amount and send it out. POOR SERVICE AND FALSE ADVERTISING.

I bought $8000 worth of items from Best Buy. Two TVs, mounts, HDMI cables (almost $100 each) and paid $400 to have them installed. Unfortunately I could not be here when the technician came out. So the installer decided it would be best to put the TV over the hole I had the builder leave for wires to be run so they do not show. So now I have a $400000 house that I cannot run any new wires in for TV and A/V connections because I paid your technician(s) to come install my TV.
I called to have the guy come back and fix it and someone's said their "boss would call me back" but he never did. I am in medical school and do not have time to track down your team to do the job I paid them to do. Since no one there seems to care I suppose all I can do is just go online to every star rating service and give bad reviews for best buy and geek squad. Since I am sitting here staring at my great LG TV's PS4 screen that will not connect to the internet because I cannot run the wires through my wall for it I guess I have nothing else to do.
So I am sure this will not make it to the executive complaints department like I have been trying to for the past hour but in the unlikely event that someone sees this who cares, please send me the address for where I can send a copy of the letter I am sending to the BBB.