Geek Squad
Reviews and Complaints

Dear Best Buy/Geek Squad:

It takes time to sit down and write a letter of complaint to an entity that has no interest in addressing the concerns of the consumer.

A few weeks ago, I spoke with a tech person, who once again wanted me to sit at your computer for hours. The problem was not resolved. She did not tell the truth that she sent a test paper. That wasn’t why I was contacting your company.

I have to sit and hear someone tell me for 15 minutes how sorry they are, and oh yes I can help you with that. They cannot, then I am sent to someone who wants you to sit at your computer for 12 hours. They never address the problem. The last person claimed a test page had been sent to the computer and all was well. There was no test paper sent, and that was not why I was calling. In other words she didn't want to be bothered, she didn't tell the truth.

A Geek Squad employee installed my computer and printer (both are new). They apparently didn’t set up the scanner correctly, because it is no longer working. That is why I called in the first place.

A Samsung washer/dryer that I purchased from Best Buy in 11/2019 started leaking in June 2023. I thought the warranty I had purchased was through the manufacturer, not Geek Squad (who thought they repaired more than computers?). The manufacturer said their warranty was expired but agreed to come repair. I paid out of pocket the labor and materials (about $280 in total, $77 was for the part). After going through more records, I discovered that the extended warranty was through Geek Squad. I contacted Geek Squad to just ask for compensation on the part that I had to purchase, not the labor. I was stonewalled over the phone and told to go into the store. I went into the store and waited 90 minutes to talk to a manager who then gave me a “special number” to contact [protected], turns out its the same number I was calling before), and after some persuasion, I was able to convince a nice representative on June 25, 2023 to send me a check for $70. Now it’s August and still have not received a check. I called today and spoke with a representative that said the last conversation I had with someone at Geek Squad, that person directed me to the store, which is a flat out lie. Then she told me that my warranty was actually for a GE unit, not the Samsung unit I own. I demanded to speak to a manager to get a full refund of my warranty. She told me no manager was available and that she would escalate to have someone return my call tomorrow. I doubt I will hear from someone — these people are really stupid and dishonest.

July 20, 2023

I have purchased the one-year Geek Squad Protection Plan for several years. I have always been very impressed with the service and knowledge of the online technicians.

Something has dramatically changed with the skill level of these techs as well as their online manners.

I was attempting to help an elderly couple, who just purchased a brand-new computer from Best Buy and due to my past great experience, highly recommended that they purchase Tech Support.

They needed to place some icons on their home page and have an email issue straightened out. Should have taken an hour.

Four hours later. FOUR. Much of this time, because of the ineptness of the previous agent, my chatting yet again with another phone representative, repeating the same issues and listening to their scripted response.

The problem was resolved after using THREE technicians.

Three common issues needed to be resolved.

Tech 1- Fixed one and hung up. Tech 2- Caused an absolute train wreck by deleting the email from the computer. He also disabled the Geek Squad Icon, and we were then unable to initiate an online chat. I had to call.

Tech 3- Resolved the issue.

None of the three communicated through the chat that they had finished.

Only clue, was no cursor movement on the screen after a few minutes.

What has happened?!

I feel this couple deserves to have 50% of their annual fee refunded. This was an absolutely inexcusable experience. I was embarrassed that I put them in the position of trusting and paying for the Geek Squad service.

I'm deeply dissatisfied with my recent claim experience and the unprofessional behavior of Agent Greg. My Best Buy member ID is [protected] and my plan ID is [protected].

During my call on 7/13/2023, Agent Greg asked personal questions unrelated to the claim. When I declined to answer due to their personal nature, Greg abruptly hung up without resolving my issue. This unprofessional conduct is unacceptable.

I kindly request an investigation into Agent Greg's behavior and appropriate action. I also seek a prompt resolution to my claim and assurance that steps will be taken to prevent similar incidents in the future. I value Geek Squad's service and expect professionalism and customer care.

Thank you for your attention. I look forward to a swift resolution and restoring my faith in Geek Squad.

They are not providing better service to customers. My iPhone 12promax is not working all the sudden. And I informed to geek squad since 2 I’m in their protection plan. Unfortunately my phone is not fixed and initially they said they going to give gift card to shop purchase. Now they sent refurbished phone to me for future use. Also they are taking money from my account up to date plus they charged service charge around 260 dollars for sending this crap. Please help me to file a lawsuit against this fraudulent.

I have been with the Geek Squad since it started and have been very pleased in general. Especially the on line help. The face of my watch cracked and I called the store in Manchester, Missouri to see if they could fix it and was it covered? They told me Yes, and thanked me for my long term support. They gave me an appointment 2 hours after our chat so I took it in thinking I would go home with a new or repaired screen for my phone. I was told they had to send all Apple watches to Apple and it should be back in 3 to 4 weeks. I should have been told that over the phone. Amazon Prime has a repair kit for about $35 that gets very good reviews. I would have absolutely taken the chance to order it and repair it myself. If it didn't work I would get a new watch because I can't be without it for 3 to 4 weeks. BOTTOM LINE...THE GEEKS SHOULD TELL THE CUSTOMERS THAT IT WILL BE A 3 TO 4 WEEK WAIT TIME. I wasted time, gas money and nerves

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.

I am still struggling with customer service and geek squad supporting the warranty . My fridge was broken since Dec 2022 and geeksquad did not fix. The customer service are all off shore and dont understand english , they put me on hold for hrs and then disconnect .

Complaint Details

1. The ice maker for the fridge was broken since Dec 15th , 2022 2. It has been a challenge to go through customer service. 3. The ice maker part is obsolete and no longer is being manufactured 4. The service representative installed a part that does not belong to the fridge ( not the original part ) 5. The ice make was still not functioning properly at the time of first repair which was Feb 10th ( It does not produce cube ice and delayed dispensing ) 6. The technical completely ignored my concern and said this was a normal behaviour and closed the ticket. 7. I opened another ticket as the ice maker was not functioning properly on March 8th 8. The technical again dismissed the concern and Best Buy closed the ticket 9. June 11 the icemaker died completely 10. Upuntil this minute I don't have an ETA from service provider and they still intent to install a part that does not belong to the original fridge which will cause the same issue Here are the series of calls I made that were ignored by Best Buy and I still do not have a resolution nor a product to use since the past 7 months ! Ref: [protected] (Dec 15) – Talked to David [protected] Feb 10- Talked to Cesar [protected] Feb 24 – Talked to Karen [protected] March 3 -Talked to Doan: [protected] March 8- Talked to Rafael [protected] Match 8: Talked to Josef [protected] June 13: Talked to Santiago Called again today June 21 [protected] /[protected] – Talked to David and Juan .

June 26: called for follow up and they closed the original incident to make it look like a recent issue.

I am attaching the email correspondence that was completely ignored by Best Buy. Thank you for your help

We love the Geek Squad, and our issue was fixed by a neighbor. Unfortunately, with any large company there is usually a bad apple that spoils the pie. I want to bring this to your attention as I know you care and want to know. Yesterday afternoon (May 24, 2023) I had been connected to a Tech support to take control of my computer and try to get it re-connected to my wife's and my printer. The 1st person was very kind, patient and tried very hard to help us, but ran out of options. She connected us at 1:15pm with the next level technician to help. He was agent Subhabrata S . We was very short and showed his impatience. Quietly "under his breath" he said things that showed his lack of patience which I heard. After one comment that I do not think I heard I said "I'm not having a good time either so let's keep going" a couple of times he was successful in connecting our laptops to our printers and we printed a test page. He asked me to confirm on the chat line that we could print. Unfortunately, but within 10 minutes we could not print again. He reconnected and was very anxious for us confirm that we could print again on the chat box as if he knew the connection would not last long. It was a very uncomfortable tense call that Geek Squad management would not approve of. I am a business analyist so I feel that companies need to know what deficits in their employees to assist in not stunting their growth. You had worked to hard to build the fine reputation of the Geek Squad to what it is today. Thanks for listening. Marc Burstein

The technician lied about the product. I previously purchased a anti virus and wanted to add it on my new computer. My computer also was not charging even though the cord is plugged in. The technician told me I had to purchase a new anti virus and he told me because I did the basic troubleshooting with my computer Geek squad could not help me.

Their technician's are liars. Tony was his name. Called the office and the customer service at best buy was not helpful. You seem to have to spoon feed these CSR on how to retain a customer who is on the edge of cancelling their subscription.

Customer service is at its lowest level these days ...dealing with incompetent people.

So tonight I connected with your Geek Squad Tech Support line and was connected to a tech guy. Anhui something. I just wanted him to install Office 365 on my new laptop. I have a Microsoft account so all he had to do was log into my Microsoft account. While on I was on line he asked me for my password which I was not going to tell him. So I waited until he logged in and then I said I would put it in myself. We logged in automatically and he download the software so that went well and then he said we were done. But he then asked me to rate him and that was pretty bold so I decided to disconnect but he wouldn't let me. I kept trying but he got into another menu and tried to change my google something so I turned off my computer. When I turned it back on again it fed right into Geek squad and there he was trying to change my settings again. So I turned off my computer for a half hour and then it logged me back into Geek Squad but this time he must of fell asleep at the switch and I disconnected from Geek squad fast.

What was he trying to do? What a creep, very unhappy with the Geek you got there.

So some elderly family members bought a Samsung Galaxy phone from a Walmart or a Target store a year ago and have been having problems with getting it set up like they wanted it. My cousin spent a total of 24 hours over the past year trying to teach them how to use the phone, take pictures, set up email and the like. A few days ago those family members took their phone to Geek Squad as they were still having some sort of problems with the phone as they supposedly still couldn't get caller id to show when they didn't have the phone on and there was some apps that they wanted removed even though my cousin told them he'd set up a time to come over and remove those apps.

What did Geek squad do? Basically told them that since the phone wasn't 'working as they needed it to, they needed to get a new phone'. Didn't even bother trying to troubleshoot the caller id issue, just told two elderly people that they needed to buy a new phone and from what my cousin told us, the Geek Squad people pressured them into getting a brand new phone.

Basically today I wasted at least 90+ minutes with a Geek Squad representative.
His name was Aladi. 3/11/2023 approximately 11:00am CT
He tried to hook up my printer with my laptop.
I was cordial and pleasant, but the representative seemed preoccupied.
There are several reasons for my displeasure.
1. He did not text me using the Geek chat box. To get his attention, I opened up a WORD document to chat with him.
2. He kept me hanging for extremely long time periods. Frequently, I texted him, "Are you still there?"
3. At the end of the session, I asked him to call me. He did not.
4. He ended the session by not texting a GOOD BYE of any kind. So I presumed that he was on the line still working on the problem but he really was not. My last sentence to him was that I had another suggestion for him to try.
5. I received a message that the problem was solved, but it really was not.
Soon after that I called back to the Geek Squad and the representative was Bishal.
He worked on the same project.
After 15 minutes ... everything was working.
I say THANK YOU TO BISHAL.

I lost a full days worth of work today. Called the Geek Squad 10am ish this morning for help installing a new wireless printer. I was on the phone with a rep and they had access to my computer remotely. The expert was in my computer for hours and calling me in between to make some wifi entries on my end. After a few hours, the person I was working with just disappeared. No Explanation...Nothing.

So I called Again and was eventually connected to Another Expert who was apologetic for my initial experience and assured me that he would get the job done. Of course we had to start over and go through all of the initial details and this person worked on it for Another Three hours. Working remotely through my computer so I was not able to get any work done. He would call me every so often to have me enter information. THEN...he completely disappeared without notice or explanation and I was left with NO printer after over 5 hours today. I called Again and just was given the run around. Totally Unprofessional Totally Disrespectful

Geek Squad destroyed over one terabyte (TB) of video work from one of my 4 hard drives on my IBuy Power PC. This was done sometime from Jan 23 2023 to Jan 30, 2023 when they held my PC.

These files were not backed up for a variety of reasons not the least of which was my foolish trust in Geek Squad. These files represent years of video production work.

I asked them to install a second copy of Windows 10 on my D drive and told them nothing is backed up to which they stated nothing would be deleted, just Windows would be installed over top of existing data.

When I picked up my PC, took it home, noticed the TB of folders/files were gone I returned it to the store at which point a supervisor said they should have NEVER installed windows 10 because it re-formats the drive and all my files are lost permanently. He said he would talk to the workers.

I purchase a protection plan for my TV at Best Buy.

I chat to a Best Buy's Geek Squad agent. They are telling me the coverage is expired when you can clearly see below was bought for 5 years on 11/22/2018. I this 5 years from then is going to be on 11/22/2023 which is 9 months from now. I requested an explanation and they just gave me a phone number to call to the sales team at Best Buy and hang up on me. And this happened twice...

I only can think your company is a Scam. I will cover all over the internet and report to the Federal Trade Commission and all the websites available If I don't receive an explanation how a 5 years coverage expires before 5 years.

*********** START RECEIPT ***********

Welcome to Best Buy #125
3415 E FOOTHILL BLVD
PASADENA, CA 91107
Val #:[protected]-[protected]
[protected]/22/18 17:40
6290160 UN65NU6070F 599.99
SAMSUNG UN65NU6070FXZA 2160P
799.99 Was Price
200.00- Sale Discount
Sales Tax 57.00
6715995 CA RECYCLE 7.00
CA RECYCLE TIER 3
Sales Tax 0.00
[protected] DAY FREE 0.00
FREE SLINGTV 30 DAY
Sales Tax 0.00
6261230 SK4D 119.99
LG SK4D 2.1 CH 300W SOUND BAR
279.99 Was Price
160.00- Sale Discount
Sales Tax 11.40
4598501 KV25G0XER 219.99
KITCHENAID PROFESSIONAL 5QT L
499.99 Was Price
280.00- Sale Discount
Sales Tax 20.90
6914751 5YR [protected].99
5YR 500-599.99 LCD GSP
GSP# [protected]
SKU# 6290160
Sales Tax 0.00

----------
Subtotal 1076.96
Sales Tax 89.30
==========
Total 1166.26
**********4756 ChipRead USD$ 1166.26
Visa Credit - BBY CARD
LEE/JOSEPH

WARNING! Do not leave your computer with the Geek Squad.
I purchased a laptop from Best Buy October 20.2022 and requested the tech to transfer my data, files, and programs from my old laptop to my new laptop. They kept my computer for three days. During that time, my identity was stolen and personal data was used to attach another person to my bank accounts that were hacked. And three credit card accounts were opened using my personal data. I have never given my personal data to anyone and know that this fraud started at Best Buy Geek Squad. I notified the manager, filed a police report, and sent emails to a Best Buy Resolution Specialist. I am reporting this to warn other customers to never trust Geek Squad with your personal computer and personal data.

I took my car to Geek Squad in McDonough, GA and when I was handed the keys to leave, I noticed the Air Bag light was on. I took the car to the Toyota dealer and the diagnostic was that the Air bag system was damaged. This happened on the 23rd of November. I contacted Geek Squads insurance and filed a claim with Sedgwick, got a claim number, sent photos, diagnostic reports and a statement and a list of other items the representative requested. today is the 17th of January and I hadn't heard from the insurance Rep. Now, I have to get a lawyer involved for something that should have been resolved in a couple of days.

This is the SECOND TIME I have posted a complaint! I did not see the last one I posted.

I contacted Geek Squad this morning to fix an issue with Outlook, not only did they not fix it, they also disabled Microsoft Edge on my computer. Then, the Level II Technician signed out of my computer and ended the session without notifying me.

I called back and spoke to a Level I Technician and explained what I just went though. He transferred me to another Level II Technician and no resolution and once again, they ended the session without notifying me.

I will not recommend Geek Squad to my worst enemy. I wasted over two hours sitting in front of my computer today watching some Geek maneuver around my computer and the issue is worse now than it was before.

*************DO NOT CALL THIS COMPANY FOR SSISTANCE****************

****THEY SUCK AND THEY CUSTOMER SERVICE IS EVEN WORSE******