Geek Squad
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Good afternoon

My Daughter took an iPhone for repair and they told her it is not reparable and Geek Squad sold her a replacement iPhone X for $547 and now she went to returned and they do not want to give her a refund. This happens at Bestbuy at 86st and Lexington. Please see the help us to resolve this issue .

below Geek Squad resp

Sent from Mail for Windows 10

From: Douglas, Dachon
Sent: Tuesday, July 7, 2020 3:37 PM
To: Katherine Roman
Subject: Re: [CAUTION! EXTERNAL] Geek Squad Service Complain

Thank you so much for sharing your concern. Unfortunately you were properly advised, as the device did not power on or show any indication of responding to a known good charger thru an Apple Authorized Service Repair center such as ourselves the option for repair is limited to a Whole Unit Replacement. Under this premise the device you brought in was "repaired" and this is why it does not fall under our return exchange policy. You are still capable of trading the device in for a potential upgrade but we cannot return or credit the amount paid for a repair towards a new device. I do apologize but we have reached out to our Apple partners and to verify if there is any way to walk back the service you requested and were notified that is a not possible. If you have any further questions or concerns please feel free to respond via this email and I will reach out to you as soon as possible.

Agent Douglas

Geek Squad Manager

Geek Squad 86th St.

From: Katherine Roman
Sent: Monday, July 6, 2020 11:01 PM
To: S-000835-Leaders
Subject: [CAUTION! EXTERNAL] Geek Squad Service Complain

⚠ This message is from an external sender and could be a phish. ⚠

Slow down, read carefully and look for signs that it may be a phish. If you think it's malicious, click the report phish button or forward this email to [protected]@bestbuy. com.

Hello,

Hope all is well! My name is Katherine Roman and I took my iPhone X to get repaired at the Geek Squad service located within the Best Buy on 86th and Lexington, New York, New York on 07/04/20. I had originally gone in to get a battery replacement for my iPhone X which would not power on at all. I was informed that the problem might be greater than the battery and that my only two options were either paying $547 for a replacement phone that had to be the exact color and model or upgrading(since my warranty expired in 2019). I decided to purchase the phone replacement. The following day, 07/05/20 I returned to Best Buy to try and return my iPhone X so that I could upgrade but I was told that I was not allowed to return the phone despite the receipt stating that refunds and returns were allowed within 15 days of most purchases and 14 days on working phones. On the day that I purchased the iPhone X, I was never informed that I could not get a refund and am honestly disappointed with the Geek Squad service for their inability to offer me other alternatives. At this point I am not asking for a refund but rather credit that I can use towards upgrading my iPhone. I would appreciate any help you may offer.

If you are unable to assist me in this matter please direct me to someone who can. You may contact me via email or phone at [protected].

Thank you,

Katherine Roman

Sent from Mail for Windows 10

ond below

Called Geek Squad to repair a microwave purchased from Best Buy. Initial service provided a June 11. Microwave was determined to be unrepairable because parts are not available. The issue was submitted to a customer service for review and to authorize a replacement. July 1 no resolution and I have contacted Best Buy customer service numerous times mostly to be put on hold and ignored. Requests to talk with a supervisor regarding the issue result in me being put on hold with no one ever coming back to talk with me.

I have been trying to setup an in house appointment to fix my scanner. I finally reached the chat feature. The agent asked what my problem was. I provided a detailed description of my issue. Waiting for about 5 minutes. No response. Asked him if he was researching the issue no response. Waiting another 10 minutes this time. Told him it would be nice to hear something. Crickets. Then I requested that he call me. Provide my cell and hit "call me". He canceled my call. I continue to request updates in the chat box. No response from the agent. I continue to request a call and he continued to cancel my request to talk to him.
I then proceeded to find another way to book an in house appointment. Geek squad doesn't make it easy. Best buy's appointment system is for in store appointments. I did call the 1-800 number, it says it will be an hour waiting time before any will talk to me. All for setting up an in house appointment. Unfortunately, my issue can not be corrected at the store.

I have been trying for weeks to cancel tech support. I cannot get through on the phone or live chat. This morning when I tried calling again I was told the hold time was over 4 hours? I was notified by my credit card company of the 2 charges on my account which I was trying to prevent. I emailed the sales manager from our local store and was told that I cannot cancel tech support at the store level I have to call the 800 number? After trying to do this numerous times with no luck i'm at a loss as to what to do? I would like this cancelled and my account credited. I understand the circumstances with covid19 but find this crazy that I cannot get through to anyone to get this taken care of. If anyone reading this can take care of this I would appreciate it.

I bought 2 new computers (desk & lap top) on line and have the geek squad service package. I can"t get through!

I'm not wanting face to face - no intention of bringing to the store - just on line only!

Want them to remote access and help set up!

No answer on web or on the phone (waited over 45 minuyes then was cut off!)

Tried for several days.

Best buy geek squad says they have hired all these people to help. Where are they?

This location is in Las Cruces, NM
My laptop was suddenly giving me problems and as a Realtor I needed immediate help to fix my laptop. I walked into the Best Buy Queek Squad. Come to find out, I needed to make an appointment and they were booked for a week or so. I couldn't believe it... What a joke. How can you be effective for those that are dependent on their laptops...? I walked over to another company close by and they helped me right on the spot and problem was fixed. I recommend MDC computers on Lohman Ave. Forget these big corporations where customer service is lost.

i took my iphoe 7plus to get serviced and when i came back to get it my phone is factory reset amd unable to be used (LOCKED) NO one notified me that was to happen and they had no way in helping me get my situation fixed just a sorry, this is my only source of contact and i have no idea what to do .. i would like someone to get intouchh with me to resolve the problem, [protected]@gmail.com is my email and only source of contact please respond thanks

Made an appt for geek squat to have a repair man come and they never showed up, I never got an I'm sorry for you missing or a call confirming a second appt, needless to say they came to my house on the 3rd of March without letting me know, so obviously I missed the appointment and they can't come out until a week later, I would like to speak to someone that can fix this. The worst service ever

Took my son's computer in for a software issue around Dec 31 and ended yo with a hardware prob look email that they could not fix and told us to take it too another computer place, that they maybe able to find out what the problem was..January 13 still not fixed. Ended up taking it to someplace else..they fixed it cost me 225.00. I paid 199.99 for a contract and they never fixed it and had no idea what was wrong with it..very unprofessional. I need someone to contract me in ref to this complaint...

I purchased a Samsung Gas Range on March 2018 with a 5 Year support service.
On January 16, 2020 I opened services request# [protected]. Tech was supposed to come on January, 25 between 8 AM -12 PM. A day before I got a phone call from Geek Squad confirming the appointment, but nobody showed up.
I called the service company (Dish) that was supposed to do the repair, but they informed me that they were not authorized to do work on gas ranges and they had notified geek squad about this on January 17.
Geek squad did not even care to find another company to make a repair and have not notified me about it. Instead they just confirmed a non-existing appointment. This is very unprofessional. Not only did I lose the entire day because of this unprofessional customer care, but I lost valuable time and money.
Now Geek Squad scheduled another request #[protected] for February, 8 but is still not able to provide the right company to do the repair. They told me it would take a few days to find the authorized repair company. This is very unprofessional, shady, and disrespectful.

Can you help to resolve this issue ASAP?
I can be contacted at [protected] or by email: [protected]@yahoo.com

Yefim

Bad service! Signed up for extended warranty and taking weeks to get repaired. Then the electrician we get stuck with is from bucycurs, oh over and houer from columbus and took 4 days to get on schedule.! Then they wont call and I have to waste a half of day waiting around for them do they not have cell phones?

Updated by carlpw · jan 23, 2020

Just found out its the compressor now and they have to ordered that part now! Why did geeks squad and lg set up a stupid system! Looking at next week to see if I get a new frig going on 3 weeks now! Sad

I am complaining about getting technical support from Geek Squad. I have paid for full technical support & the last 2 days they did not help me. In fact, my Outlook Express Email will not even come up anymore. I have no email now. I order quite a bit online. How will I give them my Email address when it no longer works? It is an icon at the bottom of my page but when I click on it nothing comes up. I have been very sick & in the hospital recently. I had to leave my computer & go lie on the couch. Geek Squad did not even let me know when they left the take-over of my computer. I had the phone by the couch & told the man that he could call me if he needed me. One lady told me they could send Technical support to my house for a charge I think she said of
$49. If they can't fix the problem by taking control of my computer do they actually think by sending someone to my house & paying him would solve the problem. Please read this & you can reply back but not through email. I have none. Nancy Schwitzerlett

I took my pc tower into the geeksquad on the 27th of december for them to check and fix a power button on my tower it was taking multiple presses to start the computer. Some time 20 presses. That is all I wanted needed to be done. Yesterday dec 30 I was told it was ready for pick up. When they hooked it up firstly it too over 10 minutes to go from start to the desktop. When I brought the tower in there was no issues except the prow button. I started quickly when it as brought in. Well now I had them take it back in to fix their error when it turned on like I said the start up took forever and there were error reports. I did not sk or request any other issues to be addressee or to run a diagnostic test or any tests or to remove any thing. All I wanted was the power button to be fixed if possible. So the took it upon themselves to do all sorts of tests and now I am still with out my pc. Supposedly they are fixing their error.in the past I have had good service at geek squad. Why did hey feel compelled to do what was not asked of them. What if they can not get it back to the way it was brought in? Then what I will be without my pc due to their error. I need a resolution to this. Need my pc in working ordr they way I brought it in. They did however fix the button as asked but that was all I wanted done

I called the geek squad to ask if I could please change my order from it being delivered to my house to me picking it up. I called yesterday evening about 9 pm. The young man who I talked to was very rude and told me, as I was trying to ask him a question "Let me speak!" I was so appauled at his attitude that I allowed him to finish his sentence. Then I politely thanked him and hung up.

I took my computer into the local Best Buy for service with the Geek Squad and was not issued a ticket and was told I would be called that night. this is the 3rd time I was bringing my computer in for the same problem plus 2 other problems. it has not been fixed either time.  I did not get any emails or phone calls. the technician avoided me when i was in the store, why?   this is not the first time i have had a completely frustrating experience with these people yet maybe the worst.  

So, I've been having problems with my TV for a while. Geek Squad has gone to my house several times and has sent me parts to repair it and it still has not been fixed. So the geek agents that went to my house said I qualify for a exchange that to call the 1800 # to get a conformation number. So I did and I went to Best Buy to exchange it and then Best Buy said it was the wrong conformation number. SO I called the 1800 and they transferred me a million times! They said the agent that went to my house was the one who was suppose to give me the conformation number. SO AGAIN another appointment for someone to go to my house AGAIN, and guess what, the agent called the 1800 # for a conformation # and they said NO because the parts that they sent out was "probably defended", and that I also have to wait 30days. Really ANOTHER appt for them to send "the right part" to reopen the TV AGAIN! VERY DISAPPOINTED!

On October 17, 2019, I took my Samsung Note 8 cell phone to Best buy/Geek squad department to replace cracked screen. I have to drive 34 miles each way due to Newport News, VA location being the closes repair center for me. I was the first customer when they opened at 10am and the expected wait time was 2.5 hrs. I waited around the area for over 2+ hrs and went back and they hadn't started the repair at all explaining that they were working on someone elses phone and it took longer then anticipated. I had to drive back to Virginia Beach due to an appointment and told them I would return later. When I drove back to pick up the phone I was told that after the screen was replaced the diagnostic check on the phone indicated that finger print function wasn't working. There was nothing wrong with that function when I dropped it off. I use the fingerprint option for my password when opening my phone, so I had to clear it before I left it. The geek squad manager (Michael) stated to me that he didn't know if it was working or not and I told him nothing was wrong with it. He stated that he would order the part to fix it and would call me when they part came in. I waited two weeks and never received a call so I called them. When I finally got the geek squad manager he states that he doesn't remember anything about my repair, our conversation, and he never ordered the part to fix my finger print function. After I sharing with him the conversation we had on October 17, and it was only October 30th, he still said he didn't remember anything. Not even the problem with the finger print issue. I was so upset! His voice was rude and sharp. He said he would order the parts and call me once it arrived. I told him you were suppose to do that two weeks ago. To make a long story short, he gave me the phone number to call to report a complaint. I tried the number but it didn't work, so I called the store back to speak with Best Buy manager(Chris). I explained everything to him and he was very kind, considerate and compassionate about my situation. He stated he would speak to the geek squad manager on how he should of handled the issue in a more professional matter. He also checked to see if my order was placed, being that I didn't trust the word of the geek squad manager. I truly hope I don't have to experience this impolite, unpleasant individual again.

Late August of this year my son took his 2 year old Dell Inspiron laptop to the Geek Squad at 2200 S. University Drive in Davie, FL because it wouldn't start. He was charged $212 to diagnose and repair the problem. When he went back a week later to pick it up, he was told the operating system was corrupt and both solid state drive and motherboard had failed. Seriously, what's the likelihood of those three things all happening at the same time? Furthermore, they said the laptop couldn't be repaired and simply returned it broken.

Smelling something fishy, I shipped the laptop to Dell and within a week got a repair estimate for $59 ($9 parts/$50 labor). My son now has his laptop back in working order and we will never again use Geek Squad.

I am lodging a complaint against the Geek Squad Tech Support which I contacted on Oct 19, 2019 and for which I was charged $199.99 — although I repeatedly told the technician I had purchased Geek Squad warranty coverage for my one computer for $149.00 on January 2, 2019.
On Saturday Oct 19, 2019 I logged on to the Geek Squad Tech Support for help in solving several computer warnings of "your computer is infected." I told the answering cyber support technician that I already had a Geek Squad Warranty — No. [protected] — that I had purchased Jan. 2, 2019. I was then directed to "Sam", the technician who would help me and I repeated the info about my existing warranty. After briefly examining my computer and discovering several problems, Sam typed in on my screen the monetary charges to choose from for his support: there was the one year, two year and the "lifetime' policies.
Once again I reminded him of my existing policy but he told me I would have to choose from one of the three policies he put up on the screen. I chose the $199.99 and he sent me a cyber check to fill out which I did because I just wanted this service to proceed because I was currently working on a crucial document that needed to be completed by day's in.
Sam did an excellent job of solving my problem and removed the infections. Before he concluded, I brought up — ONCE AGAIN — of my existing policy. Our connection was very bad and I couldn't make out his answer.
But it boils down to the fact that the $149.00 policy I paid for in Jan. 2 proved to be worthless. I was then forced to pay $199.99 for a year's warranty.
I therefore request the return of my $199.99 and that my original policy remain in effect through Jan. 2, 2020.
My phone is: [protected]
My address is; 60 Caledonia Road 0 #219
Asheville, Nc 28803
I have a wonderful relationship with the Geek Squad of Asheville, NC, located on Tunnel Road and they have done outstanding work for me over the years.
I would hate for this incident to poison my very high opinion of the Geek Squad tradition.
Sincerely,
Jery Tillotson

This morning (10/20/19) I received notification for annual renewal of Geek Squad support. Unfortunately this email message came 2 days after the charges were posted to my bank account.

As a result I had to cancel my debit card. It takes 5-7 business days to receive a replacement. I have invested significant time
and energy on this issue with my bank. I would like to be compensated for this issue.

You may want to review your renewal process such that renewal notification comes prior to the bank transaction.
Tom Vander Sys
Email: [protected]@hotmail.com