Geek Squad
reviews and complaints

On June 24th a visit to my home by a scheduled technician produced more complicated problems than it solved. In an attempt to fix an Edge/Microsoft email problem, the technician explained he could not help, that I needed to go to the Best Buy store to purchase the Microsoft 365 package, that the pre-installed version was faulty. He claimed I could not purchase online and he could not download and install it for me. When I went (at an extreme inconvenience) to the nearest Best Buy store to purchase said package I was told this was unnecessary as it could be purchased online, downloaded and installed. The technician should have performed his job and done this for me. I now am waiting 2 more weeks until July 13th for a technician to come to my home and install this new program. There are no guarantees this will solve the problem. I got the runaround by a tech who did not want to do his job. Basically, he did nothing but mislead me. I would like to note, I am a professional medical practitioner and this is a business computer. His inaction has caused setbacks to running my office in an efficient manner.

Got a email that geeksquard was taking 494.67 out of my account reference id u877362-v243894. I did not authorize this cancel all future subscriptions. Wayne Sharpe

I received an email today about a personal home plan subscription I ordered. I called [protected] the contact number on the email. I called Geeks Quak customer service, and they ask me for the sender email address which is [protected]@gmail.com. On the email, there is a $642.99 charged that applied to my card. I never called geek squad for any subscription, and I know it is a fraud because it not geek squad head quarter number.

Kris Lowry [protected]

I received a notice on my paypal account on 5/5/2022 for an invoice submitted for $399.99 for tech services that i never signed up for. I tried calling and Craig was no help. He continued to tell me i have to have the computer in front of me to cancel. What part does he not understand I never ordered this service so how am I to know what computer its on. I have 2 laptops and desktop that are all over 5years old and have never had Geek Squad tech support on them so how can i know what computer hes even talking about. You obviously have my name and my email/paypal information to be able to invoice me so I think that is all you need to cancel something i never ordered to begin with. I need to know how to get this resolved without having to pull out all 3 computer/laptops that are never even used anymore. Again stating that my year subscription expired, these computers i have are well over 3 years old so why wouldnt i have gotten notice before now that a yearly subscription expired. There is something that just does not make sense about all this and sounds very shady to me.

I have paid for this service for many years and the service just keeps getting worse. After the last week, with agents creating more problems I then have to call back to have fixed, I will be searching for a new tech support company. They currently can’t even support their own service. Their agents get disconnect mid service and don’t have the capability to call you back, so you just get to call in again and explain it all again. It takes literally hours and hours to get a simple problem fixed. I used to like Geek Squad, and now I can’t stand them!

Serious complaint here---I received an email April 28th 2022 at 10.42am Thanking me for renewing my service & a payment of 339.99 USD has already been charged to your account If you wish to cancel your subscription and claim for your refund then call us on +[protected] -----I called back immediately to Cancel as I did not authorize this transaction at all. --- The first person I spoke too was a woman who in order to cancel my account she had to log on to my Computer & download files. She could not confirm my account info at all . ---Then she transferred me to a Tech a man who again could not confirm my account information nor any details either . Once he was done with the apps that were downloaded I was transferred to the Banking Dept to another man who supposedly would do the refund. He couldn't tell me my account info either Nor as the Banking Dept give me any details of what account was debited to take their fee; instead he kept wanting me to provide him information. I let him know I would never give out any financial info etc & any subscriptions would be done thru a piece of credit & as he was the Banker he could provide me with that info. I told him I would be contacting my Bank to Stop payment, he said No no don't do that! just wait when the charge has gone thru we will credit you back. Then he hung up . ---- The whole process took a good 20 mins or more. I did contact my Bank. Made sure my Anti Virus was up to date etc ---This whole process borders on a fraudulent transaction 1st it was unauthorized, 2nd to ask for personal Financial info seriously! 3rd you can't provide account details ?-----I want a call back from someone in Authority on this matter asap.

The most horrendous customer service ever. Barely able to speak English. Horrid appointment windows expecting you to be home for 8 hours. Just to make an appointment took 1 hour. I requested a call and he refused. I had to keep asking if they were there because moments of silence would pass 15-20 minutes at a time. The wrong appointment window was given to me. The agent refusing to call me I got frustrated and ended the chat to try with someone else and got an even worse English speaker. This one canceled my appointment all together. All the money Best Buy makes you’d think they’d hire English speakers to handle their customer service, trouble shooting and appointment making lines. How can you solve problems when the biggest problem is the language barrier!

I purchased a camera from Best Buy March 2022, two weeks later the camera was acting up so I took to "geek squad" for them to look at. They told me it could take 1-4 weeks to repair and they had to ship it out to their "main headquarters". I recieved a few email updates stating it was being shipped to Illinois, recieved a notification they recieved it, and now its been a week since the last update. I chatted "Geek Squad" via chat and spoke to four different representatives in one day, every single representative told me something different on the status of my camera. One said it would be ready for pick up by end of day (yesterday) and wait on email to pick up. Called today when I didn't get email, was told that the camera is "being tested" prior to being shipped back, spoke to another rep who says it was STILL in transit to illinois, and the final rep said to just wait on the email to pick up when its finished. I called and asked to speak to supervisor and after waiting for 15 minutes they hung up on me. This camera is part of my income and I'm absolutely livid, I've asked for phone numbers to speak to the facility its being repaired at (even just to ask whats wrong with the camera), and all they do is give me Geek Squads main phone number ive already called. Never using their protection plan again and not feeling confident I will even get my camera back with its lens

To whom this may concern;

My name is Kayla Devito, I purchased a yearly membership with geek squad at the best buy location in Toronto (65 Dundas Street West) on 04/03/22.

I have experienced some of the worst customer service and am left without any of myquestions answered for a service I am paying for. This is extremely frustrating. ( I spoke with 3 lovely agents, until I encounted 2 agents who were incredibly unhelpful refusing to pull up my file after giving them ample information - phone number [protected] (which did not work) but the other agents found my account via the 4 part key: [protected]. Very easily and without difficulty.

I really appreciated the first agent I spoke with.

The agent did not seem interested in meeting me half way and helping me, I am unsure why this was the case. I really just want to know the cancellation policy and at first I had a question about in home services and how to arrange that. I asked the agent what the cancellation policy was and she was giving me roundabout answer. I would appreciate any compensation, and apology isnt necessary, but this was extremely time consuming beyong frustrating. At the end of our conversation she refused to transfer me to another agent. The wonderful agent I chatted with earlier, called me and answered my questions which is great. I asked if she call me, and she said she unable to do so.

The agents name was: Diksha CCM_MAL:

The agent had ended the chat multiple times, and was extremely rude. Just for clarification this was the online chat.

My email is: [protected]@gmail.com

I would very much appreciate anyone to email back about rectifying this situation.

Thank you for your time;

Kindly; Kayla Devito

I have talked to five different people who give me 5 different stories on how to cancel the subscription. I've been on hold today for 2.5 hours, just to get put back on hold and passed back to the waiting recording. I just want the subscription cancelled. Now, I'll have to call my credit card and have them refuse the payment. This is the worst customer service experience I have ever had.

My complaint number with the Geek squad is [protected].

There was a sales guy who did not inform me about the cancellation fee for the Geek squad subscription. I am screwed up and end up paying $28 monthly for 10 months without getting value for it. It's totally the worst experience with the geek squad for making things so hard for customers to get decieved.

I had a broken cell phone and I chose the advance option for the GS protection plan. I have submitted everyhting from my side but I am still wiating on my $1000 deposit from there side.

GS mention that you weill receive that in 3-5 business days. But I am still waiting to get my deposti back : after 3 calls to the customer support and waiting for motre than 10 days.

I don't recommend GS for any services. They have a huge T&C but when the time comes for them pay you back what is your money, they always foeget the T&Cs.

Called 5 times to get my lap top trash been fixed. My system is not allowing items in my trash can to go away. They re appear after 2 weeks. Its so frustrating that no one is able to fix this issue. 1 guy came to my house and said the situation was resolved in 5 min. 3 other calls to techs in India and they all said the situation has been resolved but so far it has not!

Yesterday, 2/11/2022, I submitted a request for remote assistance for issues I was and am still experience using Office Applications and printing. The issue was explained to first line Agent Patti, Nagendra, who escalated the case (Session ID: CAS-[protected]-H1M5Y7, Date: /Date([protected])/) to second line support, Agent Kunadharaju. The latter remotely gained control of my laptop and assured me to help out satisfactorily with the issues I was experiencing. For ease of reference, I was and still is unable to print any document to my printer (HP Officejet Pro 810) as each time I was sending the doc for printing, I was alerted that the printing preview is not available. When I press to print the doc even without preview it, I was and I am still receiving a very long error message. If I print to pdf, I can preview the doc and can save the doc a pdf.

Additionally, when I open any Office application, especially Excel, the doc will try to open but an error message pops up, telling me that the printer is not available. The a window opens up asking me to set up the printer. No matter what I do, I cannot proceed and fail to open the doc to work on it.

Agent Kunadharaju, after talking with me over the phone to better understand my issues, attended to my computer remotely. I was watching what he was doing.. He spend more than an hour but the issues were not resolved. I saw then that the laptop was shot down. As usual when a Tech remote reboot my laptop, I waited until the computer is fully rebooted. I waited to see whether Agent Kunadharaju would regain control of my computer again, to no avail. I Yet, I have put the PIN in a notepad file so that he could again control of the laptop without me having to input my password. I waited for about 10 minutes, expecting that Agent Kunadharaju would call be back, to no avail.

This is how, unexpectedly, Agent Kunadharaju left me stranded, without resolving my issues< without even daring to apologize for not having resolved my issues, and advise as to what I was supposed to (maybe to bring the laptop in-store for further attention).

Worth stressing that I have never receive such a lousy, poor and unprofessional from Geek Squad. He wasted my more than 1:30 hours of my time and closed the case in very unprofessional way. Such behavior needs investigations.

I may be contacted for any additional information on this case. Last night, I made an in-store appointment to get all my issues attended to.

Sincerely.

I went in to get some parts upgraded as well as an installation of a graphics card. To my surprise when I got home, the graphics card was loose. The screw was apparently missing until I looked at one of the side panels and found the missing screw. This led me to ask where the other side panel screw had gone. I checked the box I had given the geek squad guy and there was no screw. Apparently it had either vaporized, or one of the employees at geek squad lost it. They had assured me all parts had been properly installed but this was not the case. Also to make sure that the employees understood that there were a total of 5 screws (4 side panel screws + the graphics card screw) I had labeled a bag "Side Panel Screws + Graphics Card Screw." I thought this was enough, but just to be sure I had mentioned it to a man named David. Yet the item inexplicably is gone now. In addition to the missing item and the improper installation, I was also expecting my old hard drive back. I had my hard drive upgraded and all the information on it transferred on to my new ssd card. It was not made clear to me that this part would be trashed or whatever you guys do with old parts. I am an understanding man, and I can accept that accidents happen. However, $200 is a lot of money for me, and I was assured a quality job.

Invoice No: R [protected]-T 44

Good day ,

Please note that this product was canceled day 1 as users had no use of nor interested in the product. No..! such services should be auto pay after said user canceled, called, and submitted email to inform Geek Squad Protection as to customers refunds and concerns. I have not used said product and requested cancellation back in 2021 due to the product wasn't of interest to me. I have called and spoken with rude staff who were arrogant when I was simply trying to get my refunds that were unauthorized. Said representative told me not to waist his time and to go ahead and file a complaint I was taken back by such contrite and obtuse sorry vernacular. Please correct this matter as soon as possible because it is and has been an unauthorized transaction.

Thank you,

Ms. Williams

[protected]

on 1-31-22 two separate Geek Squad technicians not only failed to resolve my issues, but left my desktop in disarray (removed icons/apps). I spent considerable time restoring applications that they removed and restoring my desktop.

Contact was made on the GS support site at Best Buy

I have purchased the geek squad protection and provided all information needed for the purchase on May 7, 2019, for 16 appliances
Fridge 2, microwave 2, washer 2, dryer 2, stove 2, dishwasher2, about 16 appliances which we were sold the geek squad protection and was told it covers all damages.
One of the fridges has some damage which we were told is not covered, Howard one of the managers has informed me the cost of the plan we have is $192 and we were charged $350 for the protection because it contains all protection. despite the overpriced purchase, we were still denied access to service
I am unable to upload doc because they are pdf, will be willing to provide evidence of information given regarding our warranty

My family has used Best Buy and the Geek Squad for years & until this year were extremely happy with the services received. This year has been a nightmare. At the end of July I brought in a perfectly good computer to have a larger SSD installed. What followed was a long sequence of problems, ranging from returning the laptop with the new drive, still in its wrapper, in the bag, to having the computer crash after being on for a few minutes. A new hard drive was put in, only to have it crash again. It was then sent to the repair center, involving several weeks. When it came back, they had replaced the new, larger hard drive with another hard drive the same size as the original that I wanted to replace. Once this problem was addressed, the laptop worked for about a week, when once again it would not start and when started, crashed. At this point I requested that GS/best buy replace the computer, since it appeared that someone had damaged something. This was 2 months after I originally brought it in.

After much discussion, the geek squad manager for the store arranged for a replacement of similar value. After casual use for one and a half months, the new laptop began to crash after about 10 minutes use. I was told it would have to be sent to the repair center. Since this was the beginning of December, coming up to Christmas, with the pandemic, it wasn't returned until Jan. 10th. After 2 days of use, it was extremely hot in the morning when I went to use it. I immediately unplugged it and 2 hrs later it was still as hot. I immediately took it to the GS since I considered it dangerous. I requested another replacement computer but was told their procedures required them to send it back to the repair center. I was also told that I would have to call the general tech support number in order to lodge an appeal. Over my objections the laptop was once more sent off to the repair center.
The tech support call process is obviously set up to discourage attempts to get help. I have spent at least 5 hours on hold at this point. There is the tech who answers the phone, who has to refer you to another tech (another wait) to whom you have to explain the entire problem again, with again all your identifying information, only to be cut off in the middle & have to start the process all over again. After several rounds like that, I'm told that my complaint would be passed up to a supervisor who would call me back within 3 days. No call, so start the process over again, to end up eventually with a tech who is perfectly nice but not an english speaker, who is filing a complaint but because of the language barrier it's very hard to tell what the complaint actually says. He also tells me that the complaint will be sent up to "Corporate" who will respond within 10 days, but I will not be able to actually communicate with Corporate myself.
Unbelievable.
I am truly concerned regarding the safety of this current laptop, due to the fact that it came back to me before in more dangerous condition than when it was first sent off. Also, since the end of July I have been without the use of the laptop for 4 1/2 out of the 6 months, not to mention the aggravation, time and gas in trying to get the problems resolved.

I don't really like to scold people who do something that breaks by work. But, on January 10 contacted the Geek Squad because my Webroot had three points that suggested something should be fix. After some time, a day or so, I was told the computer had ben fixed. I turned on my computer to do some writing, when I realized that the PDF documents were not readable. There was a note that these documents could not be used because, I guess, my Adobe XI Acrobat Pro are the only ones I have because the new ones are expensive. Perhaps the softword had a changed so I could not use the PDF documents. So, I called back to the Geek Squad and asked them to return my use of the PDF. Another worked and new day, I was told that it was fixed. So, I started the next day and with my research and the email that I read but when I tried to open something (blue lines) that was in the email. The notice I got each time was "Microsoft Outlook: Your organization's policies are preventing us from completing this action for you. For more inf0, please contact your help desk, " I was unable to open any of those parts of the email. I know nothing and I tried again, fourth time to get something fixed, but I missed myself to get the Geek Squad. I found someone local to fix it, and it did. But to do that, he had to close the Webroot. I'm afraid to turn it on. I don't know how to do the next and at 85 I'm not good on computers.
I don't have the first one.
Second Session ID: CAS-[protected]-Z8M5G0
Date: /Date([protected])/
John Isch
[protected]@comcast.net
member of the group paid for Geek Squad
New Ulm, Minnesota