United States - 55440
We took our 9-month old HP laptop into the Geek Squad because the screen was 'leaking'... causing...
In March of this year I took my HP laptop to Best Buy because I could not get on the internet. All other...
Recently bought a new Nokia N96 from the Carphone Warehouse, who offered me Geek Squad phone insurance free...
My friend's computer crashed while I was running the Defrag so I called the Geek Squad number to see if they could help me get Windows running. The woman on the phone told me that, "It seemed more like a virus than harddrive issues" and that I should bring it into the store. Once I got to the store, I explained to the counter Geek that the phone Geek thought that the problem was a virus. He looked at the computer and said that, "The computer was too old to guarantee that they could fix it and it would cost around 300.00". I asked him how much it would cost to just copy the information from the hard drive. He said that it would be 99.00 for that service. I objected to the price and was told that it was a very labor intensive task where the tech had to open the hard drive and manually remove the data, the service wasn't gauranteed, but worked quite well and...had to be paid for in advance. Well, long story short...that is not what happened. When I returned to the store to retrive the copied data, I was told by a different Geek that the data could not be retrieved and that the hard drive was bad. I asked, why couldn't you retrieve the data if you opened the hard drive? She said, "No, we don't do that here. That has to be done at Geek central in a special white room with special clothing on, and it costs around 300.00." I asked to speak to the Geek manager, who told me that the first counter Geek could have never told me anthing that was untrue because he had been there for 5 years. I next asked to speak with the store manager. Well, the Geek manager went to get the store manager and the two of them talked it out before the store manager ever spoke to me. My answer from him was, "You signed the agreement for work to be done, and someone did some work, so sorry if you thought you were getting something else, our tech has to get paid". I asked for the customer service number and by the time I spoke withe someone there, I got, " The store already called us and we are sticking by what the store said." This has been one of the worse customer service experiences of my life. I will NEVER give them anymore of my money. I hope they spend the 99.00 well.
I purchased a laptop from Best Buy in Colorado Springs last year and also purchased the store's extended...
This is a real doozy here! I took my computer to the Best Buy where I purchased it to have what I thought wa...
The Best Buy Geek Squad in Cuyahoga Falls, Ohio is THE WORST, EVER!!! I had a simple repair, or so I wa...
I purchased a tv and a 4 year extended warranty plan from Best Buy. In January '09 the bulb warning...
Bought a Toshiba in may 2008. In January 2009 it stopped working. Was sent out for "repair" Jan 15, 2009. Came back Jan. 30, 2009 unrepaired. Sat @ Lynnwood location and was sent out again Feb. 12, 2009. Was received back unrepaired Feb. 19, 2009. Was sent out again Feb. 23, 2009. Today is March 16, 2009. My laptop is still not repaired. Nobody @ Best Buy know anything about how to help you. Refuse to replace my laptop even though it is still under warranty. Geek Squad do not know what is wrong with it. Toshiba also refuses to replace it because they have not fixed the laptop themselves. Worst experience ever. I do not recommend Best Buy. Their customer service is horrible. Geek squad is over priced and do not have competent knowledge.
I have had my laptop in and out of repair with Geek Squad since November 08. I have had it repaired a total of 4 times and each time it has broken again within 14 days. They have shown me no concern and I even had one Geek Squad employee tell me that I should be glad that all of this has happened within the 30 days of, date of last service otherwise I would be screwed! I have even gone as far as to file a complaint with corporate and all they did was send me a $75 gift card that I have to use at their stupid store!!! I am about to take it back again for the 5th time!!! They suck and dont care. DO NOT TAKE YOUR COMPUTER THERE!!!
In October 2008, I bought a new Mac Book Pro from Best Buy. Because of the environment that my computer would...
Why did it take Geek Squad SIX WEEKS to tell me my digital camera had NOT been repaired because THEIR staff entered it as a CAMCORDER in the computer/service request?
On 12/19/08, I took my digital camera into Geek Squad to be repaired. I also brought in the original box and the Best Buy Performance Service Plan brochure and receipt. I'm told they'll call me in about three weeks to pick it up after being repaired.
On 01/12/09, I go into Best Buy to the Geek Squad desk. I tell them that I have not been contacted about my camera being repaired, and I ask about the status. They look it up in the computer - there's NOTHING to see. They tell me there's no updates from the past three weeks. The send an "escalation report" and I wait again.
The week of January 27, I received an automated message that my item is fixed and to pick it up from Geek Squad. On 01/31/09, I go to pick up my camera. The Geek Squad rep tells me that my camera was NEVER FIXED because they submitted it as a camcorder instead of a digital camera. They need me to bring the original paperwork back in so they can NOW REPAIR my camera. Are you kidding me?!?!?!?!? None of this was mentioned in the automated message they left me!!!
Geek Squad --> aka STUPID squad!!! They can't tell a digital camera from a camcorder AND it takes them SIX WEEKS TO REALIZE THAT and contact me. ARE YOU KIDDING ME? Someone needs to create a checks and balances system for them.
I went all the back home, got my paperwork and took it back to Best Buy. I filed a complaint with the manager and made a copy of the service plan for them to include with the camera. This time I received actual paperwork from them, which did NOT happen the first time. Now all I can do is keep my fingers crossed and take names and really good notes.
The $80 for this service plan was a WASTE OF MONEY! I've already replaced the camera (bought at Circuit City). This lack of service isn't worth $80 and getting my hopes up with expectations that Geek Squad will come through for me. It's annoying to have geniuses not have common sense.
was given a gift of a brand new dell inspiron 1525 from best. right out of the box it crashes to the blue screen. second boot seemed to go just fine then it crashed again.I ran the diagnostic tools several times and it found know errors. however the research i did on the net from the error codes told me it was either bad RAM or a bad mother board. so i call dell for tech support after "Bob" who i could hardly understand and had to ask him to repeat himself becasue his english was poor finally told me that i would have to take it to best buy. They told me to take it over to the Geek squad in the store. I told them all that i had done and found. they kept it for a day or two and called me up and informed that it was a bad install of windows and would i like them to reload windows for $150.00. I asked why i should have to pay for something that was screwed up right out of the box, but the poor girl on the phone couldn't give me an answear. I told them not to bother as i was capable of reloading windows myself. got it home and downloaded a third party ram tester. found one of the chips that came with the computer was bad. computer started working a better for a day. then half the monitor died so i can only see the top of the screen. dell says its best buys problem, best buy says its geek squads problem which boils down to one thing. I dont have a chance at getting this thing fixed.
If you buy from Dell I hope it works.
If you bought it at Best Buy good luck.
If you have to go to geek squad you might as well write it off.
I use my laptop for work while in travel, and at such times my wife's desktop becomes the computer with primary link to the local Verizon wireless module.
A few weeks ago, after returning from business travel, I re-established our home network but found that my own laptop wouldn't connect to the network, after trying numerous re-connects and re-starts.
I called up Geek Squad (their blanket 1-800 number) and signed up for the phone assistance ($ 79). Because the phone connection dropped off twice, I needed to go through complicated procedures to get myself re-established for the over-the-phone assistance. The second time (with a second person on the tech support end) I found myself trying to understand a woman with a heavy South Asian accent directing me through various DOS commands (from the 'Run' link at Windows Start). The especially 'entertaining' part of this was that try as I might to get her to use something like aviation references to alphabetics ('A as in Andrew, ' etc.), she would not do it, even though I often had to ask her more than once to repeat something through the unclear audio over the phone connection.
I'm generally willing to let some Tech Support person lead me down a path for a while, if it would eventually get us to a solution. This got us nowhere. And I had a hunch, from a lot of experience with my home network, that her approach was not getting to the solution.
Eventually this connection, too, dropped off with no ready explanation.
In both instances, the connection dropped off, Geek Squad had my phone and email contact points, and I heard nothing back from them. After the second experience, in frustration I decided I wouldn't bother calling again.
I kept fiddling with my network settings and after about 15 more minutes I had the connectivity problem fixed on my own. My Geek Squad experience, however, was a disaster.
I took a Dell E310 to the Geek Squad at the Best Buy located at 2727 W. Thunderbird Rd, in Phoenix, AZ, to have them diagnose why the computer would not startup.
They took the computer, charged me $69 and told me they would diagnose the problem and give me a quote to repair it.
They called me in three days, and told me what was NOT the problem, but did not find the problem. When I complained that they did not do the job they promised and that I paid for (find the problem), they said that the did all they could do at the store and would have to send it out to a more experienced lab, and that it cold take up to two or three weeks. I ask them to return my money and they refused. They are a total rip off. The take your money and do not do the job they promise. Avoid them at all costs.
I contracted with their store to have someone come out for $49.99 and do a consultation on what I neede to do to connect all my sound and video equipment in our new home. They promptly called the next day to schedule it. The "geek" identified himself as a Secret Agent for the Squad and was calling from the Master Control Center or some such nonesense. After about 20 minutes of them not having any record of my purchase (even with the numbers on my receipt), and them repeatedly asking what exactly I wanted them to come out and do, they finally said they had it (along with numerous "apologies" about my inconvenience) and scheduled to be at my home the next day. That morning the Secret Agent called to verify the appointment (good) to fix my computer (bad). when I explained that it was home theatre and not computers, he informed me that he would get the Home theatre folks to call me. He then called back a few minutes later to inform me that they did not do Home Theatre consults in my area of town. When I asked if he could refund my money, he said I would have to call the store to accomplish that. never got an apology or an explanation how all of this got so screwed up. I am still awaiting the store to call me back (they were too busy to talk to me when I called--low staffing during business hours I guess).
Decent products and prices, just very poor service.
Computer won't turn on. Brought it in. Said I just want my files. If I can fix the computer, great. If...
Computer problem diagnosed as a virus problem, with a 24hr reapir turn-around.
One week later, and $300 later, it was determined that the problem was with my monitor, not the computer.
Purchased another monitor from a different retailer, and have to file a complaint with the Florida Attorney General to get a refund from Best Buy.
Our television we bought at Best Buy and also had a 4 year service plan on, suddenly got all messed up. The screen just went gray one day and stayed that way. We immediately called best buy and were on hold for over an hour. Finally, we got someone to come out to the house, about a week later. He came out, told us what was wrong, said he'd order the part and come back to fix it. He sid 3-5 business days and he'd call us back. Two weeks went by, and nothing. So we went into the local store in Wilkes-Barre Twp. They said they couldn't do anything, but they did call the 888 Best Buy number for us, were also on hold for an hour and were told that the part is on back order, with no estimated arrival time. The customer service person told the people on the line that we then would need a new tv immdiately, as it had been at this point, 3 weeks since we have been without a tv and called to complain about it. (This is our only tv in the house, and it was a new plasma.) Anyway, they stated they would call us back in - you guess it! - 3 - 5 business days with an RA number. A week goes by and nothing. I call them back, and the guy tells me that the part has been shipped, so no need for an RA number and I should get a call back from him to confirm it in 1 business day. I was semi-satisfied, but this was a Friday and I now had to wait all weekend. Well, another week goes by and still haven't heard anything, so we called them yet AGAIN and they now tell us that we didn't get an RA number since we did not have a service plan, and no the part is still on backorder, never shipped. I was furious. First of all, we do have a service plan. We paid a few hundred bucks for a four year service plan! I told her this and she said she was very sorry, she'd be sure to get this matter taken care of asap and call me back in - wait for it, now - 3 - 5 business days!!! No, no, no...no calls whatsoever. It's been over a month and a we have no tv, and no help. Finally, I call them back and they say my part finally came in, and they scheduled a service date. Only to then be told they are waiting on yet another part, this one also on backorder. I was fuming. Aftera month and a half, we were called and told no, they didn't ever need another part. Just the one they have been sitting and waiting with! So they come out a week after that, and it's supposed to be between 8 and 12 on a Monday, and he calls to say neverminf, it's going to be 2pm. Then he calls and says no it's 3:30. Well the technician FINALLY comes at quarter to 6pm. My husband helps him take the tv off the wall and they guy gave US an attitude. He also took a call from another irate customer while in our living room, and he got an attitude with her. He was supposed to be at her house earlier that day also and he was now telling her 8pm! On a Monday? He then explains himself by saying he should've gotten up earlier that morning, but he was too busy watching football the night before and got outta bed late. Class act, Best Buy and Geek Squad. It took 2 months to get a tv fixed when we paid for a 4 year service plan, plus the tv wass till under a warranty. This is the service we get. We weren't contacted once. I am never shopping at best buy agaon and I told everyone how horrible the geek squad is. The thing is though, everyone already knew that.
24 October 2008
Ref: geek squad order #341003 | Letter of Complaint
Dear Best Buy & Geek Squad Customer Service:
Draw your own conclusion from your investigation into the facts as presented below:
· BestBuy.com provided a contact number for its computer repair service: Geek Squad, which I contacted on or about 15 October to schedule repair service (virus detection and mal/spyware removal) for a relative in Philadelphia, PA.
· Geek Squad’s dispatcher informed me of its $299+tax fee and the next available service date would be 23 October. The service date was confirmed via 3-way teleconference with my relative. The dispatcher and I also confirmed under no circumstances should the repair costs be discussed with my relative; I would be providing the credit card number. It was mutually agreed upon, Geek Squad would contact me when payment was required; and contact the relative if an earlier service date became available. She’s a college student without her much needed desktop computer.
· On 23 October, a Geek Squad agent contacted my relative and stated they would have to reschedule the original service appointment to 24 October. This information was relayed to me by my relative and accepted by default.
· On Friday morning 24 October, my relative called me and indicated Geek Squad telephoned her and stated — a credit card payment over the phone was not permissible. Further, the agent stated to her, if she still wanted the repair service it would cost $318 onsite. Since my relative didn’t have the money available, but could borrow it from her mother to pay Geek Squad; what should she do? She called Geek Squad to re-confirm the appointment at my request.
· Needless to say, I was not a happy camper (correction, I was livid)!!!
· I called Geek Squad to complain; and immediately thereafter emailed a complaint to Best Buy.
Notwithstanding the week wait and last minute rescheduling, specific instructions regarding payment procedures were blatantly disregarded. The dispatcher verified the instructions were on the service order record and could not explain why they were not conveyed to the field service agent. Amid countless “We do apologize” and “I’m sorry’s” she contacted the scheduled service agent and confirmed that he could only accept a physical credit card for in-home service and again apologized for the miscommunications. However, only moments into the complaint call, the dispatcher had advised me to have my relative contact me for the credit card number so she could provide it to the onsite agent.
· “Is your organization unfamiliar with its own policies?” from me. “We do apologize” from the Geek Squad dispatcher.
· I wired $318 to my relative via Western Union at a cost of $42.
· This experience is not what I expected from Best Buy and Geek Squad.in fact, I was mortified.
· After the service call, my relative informed me Geek Squad’s recommendation was to perform a full system restore with the OEM CD (not available) without performing a system virus detection scan first – as discussed when placing the service order with Geek Squad.
· Desktop still offline. No Charge by Geek Squad. No good deed goes unpunished.
· Think google. I had no idea there were so many complaints posted online about Geek Squad until this situation caused me to investigate.