United States - 55440
Did a live chat with Geek Squad. I told them what I needed done on my computer. They gave the tech the wrong info. He said he didn't know how. He took off our antivirus, charged us $170.00 and left. I put a stop payment on the check. I tried calling the local store and then the corporate office. All were extremely rude. They sent it to a collection agency. I sent in my documentation showing I had to pay another computer tech to fix the original problem and then fix what the Geeks messed up. Over 2 years later and a 3rd collection agency, they are calling me again. NEVER USE GEEK SQUAD!
I had a service visit scheduled between 8 and 12. When the repairman arrived at 3:30, he marched into my...
I brought my laptop to the store on June 15, 2008. I needed the LCD bezel fixed and the left corner of my laptop, including a key that kept popping out of the keyboard and the hinge. I informed the agent who was helping me that I needed it back by July 12, 2008 because I was going out of the country on vacation and needed my computer to take an online college course. The Geek Squad told me that it wouldn't be a problem. The estimated completion date was long before that. Well, I went in to the store on July 7, 2008 to check on the progress. I was informed that my computer hadn't even been looked at. I was upset to hear this, because I needed my computer back. Well they said that they were going to put a priority on it so that it would get done in time. I again went into the store on July 10, 2008 to check on progress, again I was informed that my computer had not been looked at. By now I was very upset. They were not going to have my computer done in time. So I went on vacation for two weeks with a borrowed laptop. I returned to the states on July 27, 2008, but I continued to another destination until July 29, 2008. My mom picked up my computer on July 28, 2008. When I turned my computer on for the first time on July 31, 2008 I noticed that it was getting very hot. I thought maybe it was the surface I had put it on... not quite. Turns out the Geek Squad broke my CPU fan. They also lost my wireless antennae. I brought the computer back on August 5, 2008. It was still under a 30 day warranty. Well, I was informed that since the new problem was not part of the original issue they were not going to cover the cost. Even though they were the one's who broke my fan. I also informed them when I dropped it off that I needed it back before August 20, 2008. I go to college in Miami, FL but I like in Houston, TX. So I really needed it back before I left for Miami. Well I was told that would not be a problem, they were going to put a priority on it. On August 11, 2008 I went in to the store, I asked about my computer and was informed that (oh my goodness!!!) it hadn't been looked at yet. Well I told the guy that if I didn't have my computer back before I left for Miami, that they would be mailing it to me in Miami. I was told (again) that it would not be a problem. They were going to out a priority on it. (Not sure if I believed them this time.) I again went to the store on August 15, 2008 to ask about my computer, well I was informed that my fan was fixed but the other part they had lost was not in yet. They were waiting for it, but as soon as they got it they would have it back in the store. So on August 18, 2008 I went back to the store (by this time the amount of gas I've wasted is absolutely ridiculous) I again asked about my computer, lo and behold it was not done. It was in exactly the same shape it had been in on my previous visit. They also told me that even if they part was fixed on that day there was no way that it would be in the store on time for me to pick it up before I left. So I told them that they were going to mail it to me in Miami. Not a problem!! (Right) So they looked up the address and "changed" it in the system. And again... put a priority on it. On August 26, 2008 I went to the store in Miami. I asked them if my computer had come in, well it hadn't. They said yes the address was correct in the system and it had been finished on August 22, 2008. The man told me he didn't understand why it hadn't been sent yet. Well I didn't understand either. So he told me has going to... put a priority on it!!! (I wasn't particularly excited to hear this.) So I again went in on August 27, 2008 my computer was still not in. So the man said he would make some phone calls. Well, I didn't have much faith. But on August 28, 2008 I got a phone call from the Geek Squad that my computer was in the store and ready for pick up. So I headed over to the store on August 29, 2008 to pick it up... well they couldn't seem to locate my computer. So I asked for a manager, I told the man all I wanted to know was whether or not they had my computer. Turns out that I found out things before they did. I called the store in Houston and found out that my computer was in Houston. So I told them to forget sending it to the Miami store and just over night it to my dorm. Well that wouldn't be a problem. So I waited, and on September 1, 2008 when I still didn't have my computer I gave the store a call... well my goodness!!! They still had it in the store! No one had looked at it or even attempted to send it to me, let alone over night it. So I got very upset and asked to speak to a manager, well they were all conveniently busy. So I told them that I wanted my computer over nighted or I was going to get my lawyer involved, well that wouldn't be a problem! So when my computer has still not been sent on September 3, 2008 I got very upset. I called the store and was informed that they still hadn't sent it and they couldn't send it because it hadn't been paid for yet!!! The repairs that would not have been necessary had they not broken my computer in the first place! I called my mom in tears because I needed my computer for classes, I was very stressed out and not able to finish assignments without it. So she got my older brother and sent him to the store to take care of it in person. He took care of the payment and told them, (and I quote) "I'm tired of playing footsie with you dick wads!" Well he called me and said "I'm watching them pack it into the UPS truck now." He got me a tracking number and everything. I was very excited at the thought that I would have my computer by the end of the week. Well I asked my mom to check the tracking number on September 4, 2008. She called me back very upset, turns out that Best Buy/Geek Squad had not over nighted my computer!!! It was ground postage!! So the expected date of arrival for it was September 8, 2008. Well with Hurricane Gustav wreaking havoc all along the Gulf Coast my computer got stuck in New Orleans. So I finally got my computer on September 10, 2008. Turns out that they never fixed the original issue either.
Geek Squad had my computer from June 15, 2008 to September 3, 2008. I find it absolutely ridiculous that they had my computer for 3 months and failed to fix it!! And I had to pay for it!! I'm not happy, and I will be sending a letter to the company, and to the corporation and whoever else I can possibly send it to!
Geeze, what a bunch a dopes. Purchased a desktop PC, thing broke, under extended warrenty. Bad graphics card...
Want to warn all to stay clear of geek squad. Desptie thier "cute" commercials with the black and white vw these guys know nothing. I had an older compter and installed a game and it crashed. When I booted it I got the "dell" screen and then notning. The os would not boot so I took it to geek squad in altoona, pa. They charged me $70 to tell me it wouldn't boot. No #, thats why it was there. I took it in on a friday and a written date of return by them was the following monday. I waited until tuesday to call to give them an extra day. I know things happen. I called tuesday and was told they found a few viruses and they would call in a day to let me know. Well 3 days later on friday I called again. This time I was told a game in the hard drive was giving the problems. No mention of the 2 viruses I was told about 3 days earlier. I had enough by this time and just went up and picked it up. Was told for $150 they would save my files and photos and for another $100 they would wipe the drive and get it working. So for a mere $320 I would be good to go. What a crock. I brought it home, paid a local man $50 and it's up and running, all files intact. Geek squad wants thier money and you as a customer mean nothing. Here's a little tip from the gy that fixed mine. If your os fails to boot, press f8, and when prompted insert your rovery disk and follow the instrutions. You'll be good to go. As for geek squad and best buy, you'll never get another dime off me!!!
When my Dell starting slowing down and having a lot of pop up ads, I took it to my local Best Buy. I paid the...
I took my computer to the Geek Squad at Best Buy hoping for a good experience. Truth is... it was awful! The "agents" have NO customer service skills, very little computer skills, could not tell me what they had actually done to my computer, could not tell me when it would be ready, and could not answer the most basic computer questions. I was told my computer would take five days to repair and now four weeks later I still do not have my computer back! The worst part, I was asked to pay upfront for "diagnostic and repair." Problem is, no repairs have actually been made, they are trying to charge me even more money (on top of the $215 I've already paid) and they did not actually repair anything. Geek Squad is awful. Do not take your computer repair to Geek Squad.
I can beat your worst experience with the Geek Squad.in Oct '07 I called to have a wireless network and range extender configured at my business. The tech arrived an hour late (as he was from the Ontario, CA store and they scheduled him a service call 52 miles away (and allowed him with 15 minutes travel time...). He configured and got everything working, including WEP.in three days it crashed. I called for warranty service right away. They scheduled me for first opportunity-3 weeks later. The date rolled around and noone called or showed up. I called again and ranted and they gave me another appointment for 5 weeks later. When the guy showed up, he took my extender and ethernet router out of the system and said, "you don't need these". The system worked for 1 whole day and crashed. I called back and got no response on hold after 29 minutes. I went into the Best Buy store in Victorville, CA and spoke with Geek squad Agent Brian who couldn't believe how I was treated and arranged for Charles W. (their business guru) to call me to schedule an appointment to solve my problem. The on duty Manager, Nellie also was involved. Guess what? A week later, Charles never called me. I went back into the store and spoke with Service Manager Johnny. He called Mario Gomez, Geek Squad District Manager and stated that Mr. Gomez could authorize the service and that Gomez promised to call me back that day. Johnny also said he would call me back to confirm that Mr. Gomez had called and resolved my problem. Guess what? Neither Gomez or Johnny ever called me to schedule an appointment with Double Agent Charles W. I then called a Best Buy Asst Store Manager named Katie. She is a "process manager" and told me she was the "buck stops here" kind of gal. She empathized and scheduled Charles W. for a final attempt at salvaging customer service for me. This morning (three weeks later), Charles was scheduled to arrive at 11:15 in the morning. (January 30). Guess what? Charles never called and never showed up!! I called Katie and she stated that Mr. Gomez said that this ticket was open more that 30 days and the warranty period was exceeded so he canceled the service call by Charles. They never called me, never discussed it or tried to solve my problem. I have spent weeks (from Oct 07 until January 08) on hold — telling and retelling this story to Best Buy and Geek Squad managers and not one of them ever did a thing to make it right. I will continue to tell this story to everyone I meet. Geek Squad is a rip off and is the worst customer service business I have ever encountered.
The agent came to my place of business and received a list of items that I wanted him to perform (which included a starred item — the original reason I requested their service). At the end of four hours, he submitted an invoice to me that included three different items, including a min. 159 dollar "diagnosis" fee. He also informed me at that time that he was not capable of doing the operation I originally requested and that I would need to contact the BTC (business tech. center) to assess that particular problem. He mentioned that the operator that originally took my apt. must have misunderstood me when I requested the service because they are sometimes not educated about these issues. However, when he reread the communication that was sent to him, it clearly stated the original issue. Why then is he charging me for work that was not originally requested upon making the call? And if in fact these subsidiary issues were asked of him, why did he not mention the costs of these until after the service was completed? I have spoken with their "mission control" over three times and confirmed that they are to inform their clients of additional fees before completing them. When the agent was later contacted to confirm my dispute, he said that he did in fact inform me beforehand. He did not. I explained the situation at the time of service and eventually paid the minimum labor fee of 159 dollars. Later, after 15 mins of him leaving, the two things extra that were being charged for were not done correctly and were even in worse condition than before. The owner of the company had to trouble shoot the issue himself and now still wonders why he should pay the 159 dollars at all! After being transferred to Best Buy Customer Care three times (I was told Geek squad doesnt have a cust. care department), I was finally referred back to Geed Squad to resolve this matter as Best Buy "cannot do anything to adjust these fees". All this time, the Geek Squad said they could do nothing until the agent called back again to make his claim. Finally, I just spoke with someone at Geek Squad to see if he had called in by 515 pm (I gave ample time for him to do so according to the original 12 pm time they said to call today). The agent still hadn't called. Finally, the gentleman on the phone said he was able to "escalate the case" in order for the Geek Squad's customer care department to review the case. As much as I am shocked to hear about this new department that has been there all along, I now await "24-48 hrs" for them to contact me with their resolution to this matter.in either case, I would not suggest using this service unless you are VERY clear to what you want done and what the cost will be. Be sure to reiterated your needs to the operator to avoid this confusion. As well, be sure they have logged your appointment as my first one was never made in their system, and by chance I called back to confirm the appointment when they were able to make one for the original date. All in all, I've never been so bewildered by the attempts of customer care to resolve this matter (ie. Best Buy AND the aloof Geek Squad cust. care), as well the poor service of the Geek Squad agent to charge for services w/o giving the fee beforehand, which might I add, still need to be addressed.
3079 Peachtree Rd NE
Atlanta, GA 30305
The Geek Squad of Atlanta has failed in many instances regarding appropriate quality control & delivery of service.
- Initially after setting up a home network that did not function properly, they refused to return my phone calls (the Manager himself wouldn't call me back), and would not rectify the non-functioning network they had set up (I had to pay someone else to come and fix it).
- I was then sold a hard drive (300 GB) that I used to back up my computer. After completely reformatting my hard drive, the external HD (that I bought from Geek Squad) failed to function a mere 7 days after it's initial purchase... It had ALL of my data for my computer. They agreed to replace the hard drive, but CHARGED ME to retrieve the data from it!
- I've attempted to contact them several times regarding computers or hard drives of mine they are in the process of fixing, yet they never return my phone calls
- Their estimated times of completion are NEVER right, and they also NEVER call to inform you an extended completion date. I was actually in the store when a woman came in screaming about this exact same issue (it appears as though it isn't just me that this happens to).
I hope that all of the Geek Squads aren't as bad as the Atlanta Geek Squad... if so, they shouldn't be in business anymore!
A copy of email sent to Best Buy Customer Service:
Dear Best Buy Customer Service,
I've just returned from a BEST BUY store/service center in Merced
California where I have been a loyal and consistent customer for the better part of my life but this is the end to all that. What happened this last time is too much for any customer to bear hence why I feel compelled to take even more time out of my life to inform you and everyone else out there how I got ripped off from BEST BUY so that they will all think twice about ever doing business with you or suffer the fate I have here below...
First Some History -
On October 22, 2004 - I Purchased a Toshiba Laptop P35-S609/P4 for $1799.99 (Serial Number #*) along with a Platinum Service Plan (#*) for $499.99. I wasn't going to purchases this extended service contract but the assistant manager on duty assured me that if anything were to go wrong with this laptop in the next 3 years all I would have to do is to return it to a service center and I would have it repaired at no cost and returned back to me within 7 days.
Jump Forward to 2 weeks Ago -
August 21, 2007 - I turn on my laptop and notice that it has two distinct vertical lines in the LCD display. I decided to turn it in to BEST BUY geek squad and have the LCD and a few other items fixed at the same time. No one likes to be without their computer for very long right?
August 22, 2007 - I drive the 35 miles to Merced California to return my laptop to the Service Department at BEST BUY. I explain that my LCD display is not functioning properly, the 1394 firewire port no longer works, the dvd burner/player doesn't recognise blank DVDs (making it very hard to burn DVDs) and the PCI slot has a hard time working because the eject button seems to be twisted and not pop in and out the wireless cards I've used in the past.
The Tech takes my Laptop and informs me that it will be at least 2 - 6 weeks before I will hear anything and that they will be in touch with me then. Surprised at his response, I told him that I had purchased a $500 Platinum Plan and he said yeah we sold those once a while back but that my turnaround time would be the same. Only when I pulled out my paperwork with my plan details on it did he admit that it did say 7 day turnaround and that if it didn't come back in that time span I could "ask" for the cost of my plan be returned to me since BEST BUY could not return my laptop in that time frame... All this even before I LEFT the store... I was not feeling at all good about leaving it there but what choice did I have? BEST BUY had my $500 for the service plan so I had to leave it or pay someone else to look at it.
August 29, 2007 - (exactly 7 days later) - I drove 35 miles to the BEST BUY
Store in Merced California and asked about the status of my laptop. The technician behind the counter told me that the service center had tried to contact me that day at my work (where I was ALL day) and that they needed an approval to complete the work that needed to be done. Of course I NEVER received a call asking me about this so I was SHOCKED to hear that in order to return my laptop to me in working order that I would have to pay $954.97 in repairs to the motherboard. I asked why I would have to pay an additional $954.97 since I had purchased a service agreement for $500 and he told me that the service center had determined that the laptop had been "abused" and this was not normal wear and tear or daily use issues. They acted like I drove over my laptop and handed to them and said fix this. This obviously was not the case since the laptop still to this day functions but with the above issues broken.
Completely irritated at this point I told him that I would contact the service center and discuss the matter with them since there was nothing that the technician could do about it at store level. Several days had passed and I received a phone call from Glenn at BEST BUY in Merced.
September 6th, 2007 - I receive a call from Glenn telling me that my laptop was available for pick-up at Merced BEST BUY and to return a call if I had any questions. I returned his call and spoke to the head technician Erina. When I asked about the status of my laptop she seemed puzzled at first but went and pulled the work order and told me on the phone that my laptop was in the store and that she wasn't sure if the work had been completed or not.
After 15 minutes or so on the phone with her I asked that she call me back once she had determined if the laptop had been fixed or not. She agreed and I hung up the phone still puzzled about why they would tell me they wanted almost $1,000 to fix my laptop but then ship it back to the store fixed?
September 8th, 2007 - (TODAY) After not receiving any calls back from Erina that my laptop was completed or still broken I decided to drive 35 miles once more to the Merced BEST BUY store and inquire about my laptop. When I asked the technician about the status of my laptop I was referred to Erina who told me that the laptop was in the store and ready to be picked-up. I asked why she never called me back to tell me and she said that someone else was suppose to do it. Still I got no call. She then told me that the laptop was returned with the LCD repaired ($35 labor bill - no parts needed) and that labor was covered under my service agreement.
The rest of the items that I had listed were not repaired because they were not covered under the $500 Agreement that I paid for because the service department deemed them to be "abuse" or not daily wear and tear. Again, it was not like I hit it with a baseball bat or let my 2 year old jump up and down on it. I paid a lot of money for this laptop. I have taken good care of it. I was honestly offended and shocked that I was being taken advantage of like this. I asked that she get her store manager involved and she quickly called for an associate named Gil Castro.
I asked Gil if he was the store manager since I didn't want to waist anymore of my time dealing with this than I had already and he told me that he was the Service Department Manager and wanted to help me. After reviewing all the paperwork and listening to my story as told here above he went to the back of the store and pulled the technicians' notes. When he returned he read back to me exactly what Erina had told me earlier and that I should write a letter to BESTBUY.com to explain my displeasure with this decision on the part of the service center and that there was nothing he could do to help me any further. I told him that I was extremely upset with the service that I had received at that point and that he did not want me to leave his store angry about this experience and he again told me there was nothing that he could do. Poor ability at store level to help make me a happy customer... This could have all been avoided if he had but it didn't. He handed me my laptop I left the store and now I am writing this letter.
The Problem is... I still have a Laptop that is broken. I still paid $500 for a service plan that BEST BUY now refuses to honor. I'm still upset and angry that the consumer (ME) who rightfully and honestly pays for everything gets ripped off by the Corporation (BEST BUY) because it is not financially feasible to fix the $1,000 part for the price of the $500 plan... I really hope that is not the case but I am beginning to believe that it is not about what someone thinks is "abuse" or not but simply a numbers game of gains and loses to repair my laptop. It would have been better and easier to just fix it or give me a new one since the cost of repair is more than the cost of a newer one.
So here I am taking up your time and mine over a broken $1,000 laptop and a $500 service plan that I paid for and BEST BUY won't honor. I have decided that I will post this letter to several Blogs in the hopes those others who at contemplating doing business with BEST BUY will read this and think otherwise. I feel it is my duty to warn them about my treatment here and guide them towards other retailers with better morals, ethics and customer service.
I would appreciate a response to my efforts here to inform you of my situation but if BEST BUYs' history with calling me back is an indication of what I can expect then I will just forward this letter on to the Better Business Bureau and my State Attorney Generals Office for filing a claim next.
I appreciate your time and effort in helping me makes things right here.
Best Buy - Century Blvd, Pittsburg, CA
I Randy, bought a XBOX360 for my son on 6/14/07 from Best Buy, I did not purchase the extended warranty that Best Buy offered. my son started to mentioned that the XBOX would freeze during games. so we went and bought it back to Best Buy on 7/6 to either exchange it or refund. Took it up to the Return Desk and was told by the clerk that one of the Geek Squad personnel had to look at it??? They had us wait and one of the so call agent came over and took the XBOX to the back and he came back a couple of minutes later and said that the Microsoft sticker behind the face plate was missing and that they will not be able to exchange nor refund??? What gives??? Could this know nothing agent remove the face plate in front of us??? I nor my son didn't even know there was a sticker behind the face plate... They went and got their manager and all he said was U are gonna have to take this up with Microsoft... I really think that they did a bait and switch on us... also it was bought back before the 30 days return period is up... I am now out 400.00 and so annoyed at this attitude that was shown... I would never ever shop at Best Buy... nor have their dumb # Geek Squad agents touch anything... it's very disappointing that they pride themselves on their return policy...
Ex-customer of Best Buy
I scheduled a Geek Squad appointment just after Christmas to set up my wireless internet connection on my...
I brought my computer in to the Best Buy located in Goodyear, AZ for a simple (I thought) problem. Somehow the system font had been replaced with a 'wingdings' font.
A ticket was written up to take care of that problem, to clean the computer and move the system to another drive (I had two hard drives). Everything was great with the tech I originally talked with and I understood what was going to happen.
When I went to pick my computer up, there was nothing left on it except a bare drive, one of the hard drives couldn't be recognized and, when I got it home, I found I didn't have any sound.
I was told by the tech that did the "repair" that "well, it's done now and there's nothing else we can do." When I told that to the Store Manager on duty he said he would investigate. Their policy is that they aren't responsible for data loss.
There was no way I could prove my second hard drive wasn't out of order before I took it there. They did a data recovery on both drives which was worthless and only provided shortcuts to nothing.
When I went back about the sound board, the same manager told me to bring my computer in and they would take a look at it.
I decided that the amount of money I had been charged for everything the "GEEK SQUAD" had screwed up already, especially all the time and the irreplaceble things things they had lost for me I'd be better off replacing the sound card myself.
I used the geek squad and if you have a problem after they leave you are screwed unless you want to spend...