Geek Squad review: Contract for free support

My wife and I have a contract with Geek Squad for free support. We have an annual contract: when we don't use them, they get to keep our fee. When we do call for service, the service is for free. I called to make an appointment. They recognized that we had the contract and that it was in my wife's name. They confirmed the service would be at no cost. On the day of the service, the tech calls an hour before the service to tell me that there's going to be a $130 charge. This is wrong and unfair.

I called the main number to get this matter corrected so that the tech would show up at the appointment time and to the work. I had taken a half day from work to meet him. The first person I spoke to could not fix the problem. I asked to speak to someone above him and he connected me to an "Alex". In the middle of Alex telling me what the solution was, the line disconnected. He didn't call me back. I called in again. Went through the whole thing again with someone else and guess what, the line disconnected. I called in a 3rd time and have been on hold for 15 minutes.