Geek Squad

Possibly the worst customer service call I have experienced and I rarely ever write a review as I know things can happen so I prefer to forgive if the issue is resolved.
But
Be very careful of any e-amil you get from Geek Squad saying your account will be automatically renewed and your credit card charged. I initially thought it was a hacker but was able to confirm that the customer service # on the email was correct. When I called I told them I was skeptical as I have never had their service before so how can there be a renewal. I gave the guy the invoice number and said that would get him the information. He said he had it and could see it was an automatic renewal from something I bought at best buy where the warranty ended and it was an offer. I told him I did not buy anything in the past few years and his response was that it must have been the expiry of a warranty that was free. He said he would make sure that my card was not charged. I asked him what card he had on file and he said he did not know.
I asked him well look at the details again and tell me exactly. His response was that it must have been a result of a warranty expiring that triggered this, despite the fact I told him it couldn't be.
He then wanted other information (not credit card) and I said if you have my account and can see the details and you have already told me you pulled up my information.
His response was that the account actually info didn't come up.
I said you told me that you saw my account and now you are saying you couldn't pull it up. He said sorry I meant to say Iost the account number so can you give it to me again? I did do that and now he said he had my info again.
I got upset and told him that he had now told me 3 different versions so which was it. He said it was the lost my info version.
I ended the call obviously feeling that Geek Squad is either involved in activities that are misleading, or that they hold onto information, have credit card details somehow of a purchase from Best Buy going back as much as 5 years and hope that nobody notices the email and they just charge a card.
I told him I want an email from Geek Squad in the next 3 hrs saying there would be no charge to that invoice number for that amount or I would be contacting the Better Business Bureau and Best Buy Head Office.
I have already contacted my bank to not allow the fraudulent charge if it shows up.

My laptop broke so I went to Geek Squad to repair it. They gave me a reasonable estimate as to how long my computer will be in repairs, since parts had to be ordered which could take several business days. He told me up to 2 weeks and it was exactly that long. He also gave me a quote (and I went to another store that gave me a similar quote so I figured let’s go back and do the repair at G. S), and I didn’t end up paying over the quote so I was very satisfied with that. Overall, my laptop is fixed and I kept receiving email updates about my repair too so that also made me feel better during the wait!

Prompt response with professional help, I reached out to Geek Squad because I suspect got hacked. Agent Jon was so helpful, he resolved the issue timely. Very friendly and good service! Thanks

Exceptional service, dealt with a technician a few weeks ago an problem was temporarily solved. This time around all my email was changed from Microsoft mail to outlook and all works fantastic.

I bought 2 computers from Best Buy. Both were under waranty. I took one of my computers several times to the Geek Squad to fix, finally after keeping my computer for a while they told me that the waranty is expired. I am still being charged on a monthly basis for services that were never offered and provided to me. I do not recommend Best Buy nor the Geek Squad. They did not fix or replace my computer and they are still charging money on my credit card.

Worst customer service ever!

I have protection plan on my phone and after spending over 3 hours on the phone with their customer service, they can't figure out where is my contract and policy number! So I can't file any claims! They just changed their website and everything looks like a scam! None of the pages work and you can't even login to your account anymore!

DONT BUY THIS!

Made an appt to have someone come over to help with an issue. They provided a window of 9 am - 7 pm. On the appointment day, I called at 10: 30 am to confirm the appt as it was scheduled over the phone and didn't receive a confirmation email. The Geek Squad customer service rep confirmed that the appointment was in the system and that someone would be over during the time window provided, so not to worry. They also advised that I could expect a phone call one hour prior to arrival. I asked if the technician could call me to provide a narrower time window so we wouldn't have to wait at home all day. They said the message was sent to the on-call technician.

At 5: 45 pm, still no phone call received so called again to ask when the technician would be arriving. The answer was that the appointment was in the system for sometime prior to 7 pm. Again I asked that they have the technician call me shortly to advise when they would be over. They said to hang by the phone and to expect a call shortly.

Called again at 6: 45 pm at which point the same customer service rep whom I spoke to an hour earlier advised that, as I hadn't received a call yet, it was likely that no one would be coming. Also, he said that my multiple requests for a call from the on-site technician were only entered into the system and that they don't know whom that technician is, nor can they contact the person directly.

I requested that the issue be escalated so that I could speak to someone higher up to complain about the lousy service. No matter how that goes, I'm still left with the original issue and now have to scramble to solve it myself to enable other things to happen which were depending on this issue being taken care of today. Thanks for the added stress levels Geek Squad!

Overall, just a disaster of customer service. Unbelievable that they can't provide better than a 10 hour window. That the multiple requests for a call never made it to the on-site technician or that they just didn't give a damn. And, of course that my appt was not kept. That the customer service rep on the phone doesn't know whom the on-site technician is and isn't able to get in touch with them is also ridiculous. What a cluster f! Glad I'm a Geek Squad member lol. I'll have to revisit that decision.

Worst service ever! They don't care about you post sale. Been without my laptop for more than a month. Took it in for repairs and was told it had to be sent out for inspection to determine if it will be fixed or replaced.

No follow up, no courtesy communication whatsoever to inform me what is going on.

Cannot call the store. All automated and directed to live chat no matter your needs.

Go to live chat to beg for a solution and they just give you an 800 number to call.

Hey GeekSquad! I don't work for you. You work for me! Remember? The customer? The life blood of your existence. You make the call! You figure it out! You waste your time! You come up with the solution!

Over a month and not a solitary solution offered. I have since bought another laptop because I cannot be without one. (Never again from bestbuy) I had to be my own solution

No idea where my laptop is. No idea what was wrong with it or what they will fix. No idea how I'm getting it back?
Get lost! Arrogant losers!

Worst customer service ever. Avoid at all cost. Pro scammers. They should be put in jail for fraud.

Geek Squad truly is the worst company. They have basically no positive qualities. Believe me, use either another IT warranty company because this one will do nothing for you.

Doesnt deserve any stars no customer service will not be using geek squad again or recommending it to anyone there insurance doesn't cover either

DO NOT LEAVE YOUR CREDIT CARD INFORMATION WITH THIS ORGANIZATION! EVER! I had supposedly entered into a contract that enabled me to reduce the cost of a service I was receiving. The manager Daniel was defensive and told me that is how the contract is, when I asked to view the contract he was either unable or unwilling at that time to do so. They were not able at the store level to stop the debits from my credit card and provided me with phone number that they claimed would be able to help. You will be placed on hold indefinitely and I still have not been able to get through. I may need to cancel my credit card because of this organization.

This is a long time in coming but were all busy aren't we. I had a nice Sicilian name Daniel help me with my printer. He was polite, helpful and even early. Could not have been more pleased with the service and would highly recommend Daniel to who ever needs a service call.

I had a simple problem with a file. I couldn't figure it out. One of my software packages kept crashing as a result and I thought it was the computer itself. I phoned in, they were friendly and proficient at what they do. I was very grateful. I would recommend them. My experience was good.

Carla

Extremely poor quality of service! The only way to contact them is by phone, but you need to wait for at least 45 minutes, although the automated voice would say 11 minutes wait at the start.

After a wait of almost 45 minutes, the customer service rep answered rudely. A service appointment day was scheduled, but the window time was from 8 am to 5 pm. The scheduled day came but no technician came nor any calls received. After calling them again to follow up and waited for another 45 minutes, I was told that they asked another company to provide the service and gave the number to reach. I am waiting for 9 days now to get a confirmed schedule, but Geek Squad asked me to follow up directly to the company they contracted out. We paid Geek Squad for extended warranty. They should be the one to follow up directly to the company they asked to do the work.

It's a total waste of time and money! My advice: When you want to extend the warranty of your appliances, don't waste your money in Geek Squad! It's fraud! It will make your life miserable!

I've got this geeksquad protection on my macbookpro for 499$+ taxes as the sales person pushed me to buy this instead of the apple care which is 299+ taxes, what he basically bluffed me is this geek squad covers every thing including the accidental damage and now when I took my broken mac to the store they refuse to fix it saying the warranty covers only hardware malfunction, I dint get that why would any one pay more and get warranty from these guys and get cheated instead of getting the cheaper and more reliable apple care, beware of these guys never burn your money with geeksquad

Geek Squad/Best Buy Warranty - they should be investigated/charged with Fraud. They are liars and will change the warranty/insurance to suit whatever it is they want to say; as long as they do not have to repair or replace an item. They also have the power to determine (apparently) what is and what is not an act of nature/God. According to them this is everything so they don't have to cover anything. It took over a week, being on hold over 10 times for a minimum of 30min each time to finally trying the callback option for me to cancel the membership. At that time it took an additional 5 minutes to have the service rep stop and listen to me. The pressure to try and change your mind is annoying and extreme. Knowing this when you call, will help. The only reason you have to cancel by phone is so they can try to talk you out of it. Bottom line, don't waste your time, money, or patience with Geek Squad. There are so many other options out there.

Service is really good. Took the warranty for the 2 mac books I bought from Bestbuy and had them both fixed when they broke with no questions or issues.

I find myself very happy with my family protection plan. Yes you take a gamble on paying more with regular monthly payments if you end up with a problem-free computer for a few years. But multiply that by several computers, and the peace of mind and I'll give it a good endorsement.

Was given a broken refurbished phone with dead pixels and then was told I couldn't have a new one because I'm out of claims, I would not recommend geek squad at all go elsewhere Edited December 15 2018 I couldn't sign out of my accounts because my old phone had a broken screen and now I'm getting emails about my Facebook and Instagram passwords being reset, showing it was off that device also. Your devices are not safe with geek squad go elsewhere, I will be calling the crtc and you guys will hear about it.

Geek squad is the worst service I've dealt with. They didnt know how to finish setting up my computer when i got it and everytime i try to get it fixed they dont know how for some reason.
So now, they want 90$ to cancel the subscription with. How disgusting. Would give 0 stars but i have to include at least 1 to post

I laughed when I seen barely a 2 star rating when writing this review. I agree with many comments I would give them a no star if I could. I've been paying for geek squad on my computer and phone, about 25 a month and then I'm told I have to pay at least a $200 fee to replace my phone. Don't waste your money with these guys.

Never buy any protection plan from them. They will not replace anything unless you pay a service fee on top on whatever you are paying monthly for the plan. The people on the phone are rude unprofessional.

Your service is a disgrace! Cannot believe a reputable company like BestBuy is actually in a partnership with such unprofessional people.what a shame!

All these people want to do is take your money.they are unhelpful, expensive and a waste of time. I agree with everyone else, i would give 0 stars if i could.

If there were a way to provide no stars on this review i would have done so.
My eife and i have paid into geek squad coverage for over 5 years for a grand total of more than $1500 down the drain.
We have never had to use thier assistance until now. I jad to make a claim to get my camera lense fixed ($8 part on Amazon). I am near the end of my plan but just wanted a working camera on my phone untill my plan ran out. After one day wasting 2 hours on the phone they notified me that i was to pay a $200 deductable after starting by saying it shouldnt cost anything because of the age of the phone and it being obsolete, to it would be a $100 deductable then putting me on hold for anpther half hour and telling me it would be a $200 deductable on a phone that was likely worth maybe $300 after any repairs are done.
Each time on the phone with a representative they were extremely unhelpful, definately not customer service oriented at all.
After speaking with about 4 different peiple from the same company i am verymuch inclined to believe that this is not an individual problem but rather a management philosophy problem amd policies and procedures issue.
In short to sumarize geeksquad's customer service:
After paying these people for more than 4 years on 2 phones for a grand total of around $1500 they wanted $200 more for and $8 part and maybe 15 minutes of technicians time to install new part and shipping cost back and forth.
Ladies and gentleman.
Don't waste ypur money on these idiots. They dont want to help you they juat want your money.

Just got my Alienware computer back today, plugged it in, and it won’t work now. I brought it in 3 weeks ago to Geek Squad in Heartland Mississauga because the power cord and HDMI cords weren’t working very well, but everything was fine with the computer. Now I’m stuck with no working computer and $60 they took. They told me to resolve the power cord and HDMI issues I would have to buy a new motherboard at $700+. Another thing that irritated me was once it was back in their shop they kept calling me multiple times a day to pick it up. I didn’t have a convenient time until about 5 days after it arrived back. Also, when you call the store directly, the wait time to talk to someone is over 15 mins! This place is ridiculous! Never again will I get my computer serviced here.

Terrible service, would not cover a 2 year old TV and wanted more to repair then the TV costs. They advised that something was thown at the TV yet there is no physical damage. The technician came to my house and did not even look at the TV before he said it's not covered. Who throws things at TV's. Waste of money buying extended warranty when they take your money and do everything not to repair. I would not buy anything at Best Buy or use the Geek squad again. This is the second time they got me with their lies. Never again. I escalated and got no where.total scam operation. Buyer beware! Costco offer's a 2 year manufacturers warranty plus an additional 3 year all covered warranty. Buy from a company that actually cares about customers.

Bought the extended warranty for an LG washer. A simple front door gasket needs to be replaced. Called early Aug 2018. Waited a week for a "technician" to come have a look, I'm in a large city not hard to get to. After 2 mins to open the door he said yup it's a front door gasket and I have to order a part. Okay waited a week, he called on a Wednesday and asked if he can push the appointment time to a later date as there are no longer any other technicians available. I said okay sure, he said well how about we do an earlier time let's go thursday 9-4pm, I said great early service. After explaining to the other half and her shifting her schedule around we settled on Thurs morning. Thursday morning comes and we get a call at after 9am saying he will be around by 10am.cool, 09: 30am rolls around.another call. Tech: "ha ha ha I checked my inventory and I don't even have your part, I will have to order it and call you back when it get's in". Wow.a week goes by another call "I just wanted to call to say we haven't got the part" okay thanks.another week goes by and still no service or part. I can order the part online and have it delivered in 3 days I just did the same with another appliance. I ordered direct from LG it was shipped from ON. Called the service line they said oh we will have to check after an hour on hold they said you will just have to wait another few business days as the parts have not come in. Thanks a bunch geeksquad for your service true "geeks" would have their stuff in order. Terrible service a month for a 3 day part is unacceptable

Horrible service.i had problem with my cellphone.they took very long to respond to anything.cellphone had issues shutting off.i just want to use it for my work.whole point of the service is to have something fixed right away.now that everything is handled online.the whole service is super slow.have to wait 5 days to get a phone sent.lost 5 days of work i could have done on my phone.the operators are not helpful, they are like robots.this company does not cater to the needs of people who bought this plan so that when something happens, it gets fixed right away.instead they take their time and leave you without options to solve the problem.

The phone had issues 2 times in a row and they just said the only thing is to keep sending it in.they new software doesn't work well with the old phone so they can't do anything about it.just want a working phone, they still can't fix it and the only option is to keep sending it in until "hopfully" they said one of them works.since there is no guarentee.what is the point of getting this plan then?
cancel this plan immediately, waste of money.

I signed a contract with Geek squad in order to have a peace of mind and operate my business in a convenient and effective manner. None of my expectations were met when I actually had to make a claim for my broken phone.

I broke the screen of my phone and was relieved to know that I was protected by Geek Squad. That was the most inaccurate sense of comfort. Let me explain- I called the Geek Squad and explained the situation. The agent “helping me” took my info and told me that they would send me another phone to replace the one I had. The catch was that it would take up to 5 days to get the phone from Geek Squad. I was not able to operate my business without a phone for 5 days. I explained this to a sales person at Best Buy and he suggested me to purchase a phone and return it when the replacement phone arrives from Geek Squad. So that’s what I did, but, It took me 1.5 hrs to transfer all the data from my broken phone to the temporary phone purchased from Best Buy (the agent helping me told me that this was normal for Samsung). I waited 2 weeks for Geek Squad to send me the phone that was promised. After 3 weeks I realized that the phone from Gueek Squad was sent to my old address (the new address was not updated). When I finally got the phone from Geek Squad I took it to Best Buy in order to transfer my data from the Best buy phone I had purchased to the phone sent me by Geek Squad. This took another 1.5 hrs. So far I had spent 3 hours on this problem, a problem that was not supposed to be there (on a side note- I also got a parking ticket because the meter was expired). I thought I was paying a monthly fee in order to not go through these annoyances. Here is the kicker: after 2 days of using the Geek Squad replacement phone I found out that it was defective. For all incoming and outgoing calls I was able to hear the person on the other line but the other person would not be able to hear me.

I called customer service at Geek Squad and the agent told me that he would send me another refurbished phone (within 5 days). I explained the situation and told the agent that I could not wait another 5 days without a phone. I explained that if this was a personal cell phone I would not care, however, I use this phone for business purposes and there is no way I can be disconnected from my clients for more than one day. The agent said that he was sorry but there was nothing he could do. This is not what I signed up for when I agreed to the contract introduced to me by Geek Squad. Nothing in this process was acceptable. I’m not the type of person that will think the customer is always right. However, I can assure you that this situation is not right and fair for me. I should not have to pay for the mistakes of other people. The phone sent to me by Geek Squad should have never been sent.

I bought a tv from best buy. And they said it will come with free installation from geek squad and a free mount. The mount never came with the tv. I kept having to call geek squad and best buy HQ, to resolve the issue. Once I got that sorted, they scheduled me for an installation and last minute, they cancelled on me. When I called back to geek squad, they said I have to wait another week before they can send any reps to install it. Why offer a service if you don't even have enough technicians to do the job. And their customer service reps are so incompetent, they don't even know what's going on. Terrible experience.

GeekSquad is a total scam. Purchased the warranty over a year ago for my phone and they have informed me that I don’t have an account with them. However, they still managed to charge me 14.68/month for 19 months. Spent 2 hours on the phone and spoke with 3 different people that stated I didn’t have an account and that there was nothing else I can do. How can you charge me for a service when I don’t have an account?

Horrible service. Phone support was ignorant and lacked knowledge pertaining to their services.

We were given a "new" phone under a protection plan claim. After the plan expired we had issues with the battery. We brought it to the Apple store to have them replace it and was told the battery was GLUED in and the phone was essentially a knock off.
I called Geek Squad to explain the issue we had and they weren't willing to do anything for us. It states in their contract "replacing your product with a product of like kind and quality and of comparable performance. May be new or refurbished which meet the manufacturers specifications". They failed to meet either criteria.
DO NOT BUY THEIR EXTENDED WARRANTY. THEY WILL REPLACE YOUR PHONE WITH JUNK.

Terrible customer service! They keep transferring and then someone hangs up on you.i got hung up on by the same girl i think her name was Sharon like 4 times in a row! Not worth purchasing their protection.

Completely USELESS. They took our money. MONEY grab. -that 's all this is. We cannot even cancel this. They said you can cancel anytime. When we called to cancel they tell us we are locked in. There is NO response from anyone. Don't sign up for this.

The Geek Squad person that came to calibrate the tv after i purchased it, was great and earned the 1 star that is required in order to post a review! The entire Geek Squad call-in system, to have someone come fix my tv, when it had a problem, was a COMPLETE JOKE. Do not waste your money on purchasing the Geek Sqaud warranty/plan. What a waste of time calling the 800 # for service or help. Best Buy should be ashamed of themselves for pushing this type of service so hard on their customers. I'm sure it was someone from Best Buy that actually called me back and offered a suggestion on what to try to fix my tv issue. 5 days later a 3rd party Electronic repair company called to set up a date a week later, LOL.
Find a local electronics repair shop and use them. Outside of that initial person that came to my home, and whoever it was that returned one of my many calls to my local Best Buy and Geek Sqaud's 800 # to offer a suggestion.my rating is a 0 out of 5 due to the fact I will go into Best Buy in person for help, before I ever call Geek Squad again.

Zero stars isn't an option. But that's what I would rate these con artists.

Absolutely the worst. They don't repair your device when you send it in. They charge extra fees that are not mentioned at the point of purchase. Horrible customer service experience on every level (on the phone, in person at Best Buy and on their online chat). The people are rude. When calling the repair centre, they mention that they don't have a manager, so that you can't speak with anyone beyond the first agent you speak to. If you ask for a manager to call you back, they never return the call.

I will be actively telling everyone that I see in Best Buy to NOT buy protection plans from Geek Squad for any device they are purchasing. Total scam, waste of money and headache. The plans cover nothing and you will end up re-purchasing your device if something were to happen to it.on top of all the monthly fees that you will pay for the plan.

I cannot stress enough how much you should NOT BUY A GEEK SQUAD PROTECTION PLAN.

Horrible waste of money! Wants too charge me 230$ to use the insurance plan on my phone that I’ve pay 110$ into since last year. Complete waste of money, I don’t understand how this whole company hasn’t hit rock bottom yet and I will make sure I can put this review on as many social media outlets as possible too warn others of the screwed up business this is. COMPLETE GARBAGE! If It could rate less than one star, I sure as hell would.

I would give a 0 rating if it was an option. Bought an extended warranty with accidental protection. First time I was refused the service and was told it was 'a cosmetic issue' that is not included. Computer came from repairs unfixed. I had to talk to manager, and his first reaction was to split the costs - so I would pay the half. Only after some convincing he agreed to send it to repairs again. When it came from repairs my OS was wiped out with the whole sensitive data from the drive, not to mention that I had custom screen calibration that takes me ours to simulate again. They showed me the contract that states that they can format the computer. The simple question - why do you need to format the computer while the only thing that was requested was to change the casing of the computer. Took me a month to get thing done.