Geek Squad Reviews and Complaints

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Geek Squad Reviews

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  • Geek Squad Reviews - read the reviews before you get scammed too.



    Be wary of these Big Box stores and their "computer repair" technicians. I%u2019ve experiencing nothing short of anguish and egregious amount of errors and mistakes on their part. Most recently, I took a computer in to have it looked at for errors upon start up. It appeared that there might be a bug or something causing some startup problems. My computer is used mostly for business, and has up-to-date virus protection installed. I have however, gotten infections in the past. My line of work requires a lot of internet research so I might be predisposed to certain types of... More...
    (Repair Services)
  • HP Pavilion Laptop



    I bought this laptop not even a year ago. I have only used it four times and it had a bunch of Viruses, Spyware, and Malware on it, downloaded apps that I never approved, etc. Anyways I brought it in, told them everything, they said yep we'll fix it for you. They called, I went in paid $289.00 for it!, then they said YOU downloaded all of that. Even thought I didn't download anything, anyways I got home, turned it on and then used it for 1 minute yes 60 seconds. Then all the ads and malware crap was back on it, well I definitely didn't download anything!, and Obviously Geek... More...
    (Electronics, Appliances - Sponsored By BEST BUY)
    dash7105's Picture   dash7105    0 Comments   Comments
  • Mobile Phone Insurance



    We went to Best Buy to purchase phones via Verizon carrier and while there the csr sold us on the Geek Squad insurance. Since my teenage daughter was getting such an expensive phone she needed the best insurance is what she said. She said verbatim, no matter what happens to the phone, lost, stolen, run over by a car you are covered minus the deductible. Unfortunately, a not so nice person stole my daughters phone last night and when we called to have the phone replaced the geek squad informed me they do not replace lost/stolen phones. It was like i was punched in the gut. My teenage... More...
    (Mobile Phones)
    aimeemark's Picture   aimeemark    0 Comments   Comments
  • continuing to charge monthly fee despite canceling



    After carrying the protection plan for a few months, I had called to request canceling the monthly renewal back in Jan. 2013 and was verbally told it would be cancelled. Despite that - my card has continued to be charged for the last 18 months!!! I called again in June, 2014, to again insist on canceling and to insist this time getting confirmation in writing. They gave me a reference number (since they cannot send out an email confirmation) - it should be cancelled now. However, they deny there was any previous request received and refuse to refund prior payments. More...
    (Mobile Phones)
    mprentice's Picture   mprentice    2 Comments   Comments
  • Geek Squad Best Buy Deception



    I brought my "covered" desktop in to the Best Buy in Niles, IL, yesterday. The Geek Squad representative told me that the repair was not covered, and it would cost me $200 to remove the virus. There is nothing in any email or renewal notice that I've received from Geek Squad to indicate that the repair is not covered, and everything I've received suggests that it is. After much aggravation, the bottom line is that Best Buy doesn't want my business anymore. I've purchased several computers at Best Buy, many phones, many many accessories, etc. But this experience... More...
    (Computers, Software, Hardware - Sponsored by APPLE)
  • dryer repair



    I have a 5 year old dryer that I purchased from Best Buy and did purchase a warranty. Now that the warranty has run out I have had to pay for my dryer to be fixed multiple times and have not been able to purchase a new warranty. My dryer was fixed 40 days ago and is broken again and I would have to pay for it all over again because the service is only guaranteed for thirty days even though I am having the same problem. If you need appliance repair I would not recommend Geek Squad, not at all. My experience has been very poor. More...
    (Repair Services)
  • Geek Squad Annual Contract



    request is uncomplicated and straight forward. I want confirmation that I paid $99.99 for the annual renewal of Geek Squad household computer protection program. And I want the paid for renewal contract. After hours and hours on the phone being transferred and put on hold, and sending emails that were ignored, I was told that the computer system sends a confirmation of monies paid and the renewal contract three days after the order has been placed. We never received any correspondence to verify the purchase or the contract. At my determined request, the last CSR Jake, transferred me... More...
    (Electronics, Appliances - Sponsored By BEST BUY)
    marheart's Picture   marheart    0 Comments   Comments
  • Best Buy/Geek Squad Inver Grove Heights, MN - bad cell phone



    Purchased a brand new Motorola Razor M phone on a Verizon plan from Best Buy located in Inver Grove Heights MN a few months back. At time of purchase I was badgered (like countless others) into purchasing a "Geek Squad" service protection plan at a cost of 170.00 which the salesperson CLEARLY indicated included free immediate replacement should there be a problem... I figured ok - as I use this for business.. A few months after purchase the SD card reader failed and the phone has literally no storage capacity left.. Simply taking a picture would lock up the phone and render it... More...
    (Mobile Phones)
    Harry7139's Picture   Harry7139    0 Comments   Comments
  • Blue Screen Of Death ripoff



    I bought a computer from the Ft. Lauderdale Best Buy (2829 N. Federal Highway, Ft. Lauderdale, FL) on 08/16/121, and everything was fine until a couple of months ago...I started getting the Blue Screen of Death...so yesterday I brought it in the store mentioned above to get it fixed. I told the Geek Squad guy what was wrong... he said it would be $129 to fix it... I left the store with a service ticket that only mentioned a re-install of my OS, with no mention of the BSOD issue... Several hours later, I was called and told it was ready, so I picked it up and brought it home... within the... More...
    (Computers, Software, Hardware - Sponsored by APPLE)
  • Best Buy...55" TV wont turn on



    I bought a 55" HDTV in January of 2013 at BEST Buy in Findlay, OH , also bought the 2 year service warrany through geek squad. On Aug 8th I called Best Buy in Findlay, OH, and told them I lost all my receipts and they looked it up for me and gave me the phone # to call for repairs. I called the # and on Mon. August 12 an older gentlemen in a black Tahoe pulled up (I expected a Geek Squad vehicle). He only was in my house for @ 2 min and said he needed to take my TV for service..which would be in Fort Wayne IN!!! He told me he needed help carrying the TV to his vehicle. He then told me... More...
    (Electronics, Appliances - Sponsored By BEST BUY)
    Jenn2213's Picture   Jenn2213    0 Comments   Comments
  • Notebook computer fan stopped working



    I brought my HP DV7 notebook pc into geek squad to have the fan motor replaced as it stopped running and was over heating, I powered the notebook on to show the clerk at bestbuy in Marysville, Wa. that is was working and booting into windows and there were no problems with the operating system and showed him the fan was not blowing, I asked him to note this for the tech who would be replacing it. After they sent it to the geek squad main repair place I received a call with an estimate of 335.00 and they said the cpu was bad and they needed to replace the cpu and entire cooling system...... More...
    (Repair Services)
    RandyTurner's Picture   RandyTurner    0 Comments   Comments
  • Geeksquad destroyed my laptop



    I had taken my laptop in to get the screen replaced, I gave them a screen I bought that's had made sure was for my laptop model, took them a few days to fix it and when I got it the hard drive was dead, the screen wasn't placed right and is slightly loose, and it flickers constantly, there's a screw missing from the case. I took it back a few days later and they said they couldn't do anything about it. About 2 months after that I powered up the laptop, the screen flashed really bright and a long crack appeared on it. Laptop is an hp g71 449w More...
    (Electronics, Appliances - Sponsored By BEST BUY)
    282313's Picture   282313    0 Comments   Comments
  • samsung washing machine



    We bought an extended warranty for our samsung washing machine. It stopped working last week. I called best buy to schedule a repair. A service technician came the next day (yeah). After an hour or so, he told me that some parts needed to be ordered and they would take 7-10 days to receive. I was horrified in this day and age for parts to take this long. I called Best Buy Geek Squad as soon as this third party service company left and was told they would follow up on it for me and see if they could expedite and overnight the parts once the technictian inputted the info in the system.... More...
    (Electronics, Appliances - Sponsored By BEST BUY)
    cleow33's Picture   cleow33    0 Comments   Comments
  • Lap top repair done



    After reading several blogs from others about Best Buy and then my daughters experiance it appears to me that the Warranty and service that sound so good at the time of purchase is not worth the paper it is written on. Our replacement computer was purchsed at Costco this time which is honorable and we got a second year manufacture warranty included free. It isn't internet sales hurting Best Buy it is their deceptive treatment of loyal customers. I look forward to seeing your going out of business notice Mark K. More...
    (Electronics, Appliances - Sponsored By BEST BUY)
    mkjoness's Picture   mkjoness    2 Comments   Comments
  • Best Buys/ Geek Squad did me wrong!!



    I bought a $1700 gateway less then 3 years it wouldn't turn on.. I took to Best Buy my warranty expired, not a problem I didn't buy extended warranty coverage. Geek Squad took a look at it 30 min later said my mother board was fried. There was no repair he could do on it , it was un repairable. I couldn't go home without a computer & it wasn't best buys fought but Gateway I was thinking. So we bought a new system & the follow day I took the gateway to a little repair shop & it works just perfect and cost $0 for then to tell me that. The mail power button had... More...
    (Electronics, Appliances - Sponsored By BEST BUY)
    lorettabax's Picture   lorettabax    1 Comments   Comments
  • Refrigerator stop Freezing makingb loud noise



    Every since 9/22/12 I have been calling Geek Squad to get an appointment to get my refrigerator fixed because the freezer part stop freezing and the frigerator has been making a loud noise. I had to go out and rent a frigerator becaiuse Geel squad has hung up on me every since last Sunday I also tried doing it online and it has been saying they are having temporary difficulty to try again later I nhave a baby at home this is not right that is the purpose of us putting warrenty on our refrigerator this is awful customer service I have been transferred to sevral differenr people each day I... More...
    (Electronics, Appliances - Sponsored By BEST BUY)
    mhross1123's Picture   mhross1123    0 Comments   Comments
  • Sony SXRD no picture



    2400$ Sony 60 " SXRD picture went blank 8 days ago. I checked bulb, ok. Sound still on, clueless. Looked at bulb, ok, clueless, scheduled geek squad appt..Tech came in home, didnt take off shoes. Took out bulb no error message, "must be Q box- at least $800, not worth repairing, I can take it away and scrap it for you." Went to van with CC -$150, i unplug remove wires, 1 last check...plug back in AOK picture.....Will never use geek squad again, ALWAYS UNPLUG IT & PLUG IT BACK IN AGAIN DUHH! Probably caused by a power sag causing an autoprotect function due to the... More...
    (Electronics, Appliances - Sponsored By BEST BUY)
    SonySXRD's Picture   SonySXRD    0 Comments   Comments
  • NEVER AGAIN on 24X7 service plan!



    What a RIP OFF!! I had someone call me this morning to get my Dell laptop repaired by the Geek Squad, with purchasing a 1 year 24X7 service plan for $199.99. I was told that if I have to take it into the store for repair, the most time it would be was 2-3 days, but mostly they will look at it right then. I took it to the store, the Jose, the tech, asked what was wrong with it. Then he said that it was probably the hard drive, and I'd have to pay for it, because that wasn't covered under my plan. I told him thanks, but I was going to buy a new laptop. I came home and call for a... More...
    (Computers, Software, Hardware - Sponsored by APPLE)
    ptutko's Picture   ptutko    0 Comments   Comments
  • Horrible, taking Forever



    I took my 4yr old HP laptop to Geek Squad at Best Buy, because my LCD screen went dead. I had the warranty on it, so they said it would take about 2weeks to ship it, get it fixed, and ship it back. I also paid $99 for the back-up cds just in case anything happened. When I finally picked up my laptop, and took it home; it turned on, but after I typed in my password, it would just keep loading and loading. I took it back in a few days later because of not having time to do it earlier. They ended up telling me they would have to do tests on it, and said I would need to purchase more backup cds... More...
    (Computers, Software, Hardware - Sponsored by APPLE)
    BlackRose6's Picture   BlackRose6    0 Comments   Comments
  • Never again!



    Terrible. Horrible. Stupid. I gave them my 2tb hard drive to restore 500gd data on it. I told them that I DO can acces the data, but I just didn’t have enough memory on my laptop to run the process of restoration with GetDataback. The damage wasn’t serious, just some little virus. Today I received back my hard drive and it looks like it went trough a war, like they were playing baseball with it. I asked “Why did you do that?”. They told me that it was impossible to restore the data without physically breaking the hard drive. They charged me $ 400. Look, I’m not... More...
    (Electronics, Appliances - Sponsored By BEST BUY)
    WildSquash's Picture   WildSquash    0 Comments   Comments
  • Dont waste your time!



    I went to best buy to have my computer upgrade, I would like the stress the fact that my computer wasn in perfect working condition before I went then. I bought a new graphics card and PSU (power supply unit) and since I don't usually do my own computer work I thought I'd have geek squad do it. $50 each part to install and 30 dollars for a cleaning to the inside, the guy kept trying to get me to buy the $199 plan, which I didn't want to do, he goes to the back says there are bugs in my computer and that if I didn't get the plan they couldn't service my computer,... More...
    (Computers, Software, Hardware - Sponsored by APPLE)
    lilbandit11's Picture   lilbandit11    0 Comments   Comments
  • Horrible Service !!! RIP OFF



    i have now been dissconnected after trying to be resonable and have my computer fixed and then pay for the value exceeding the amount of my computer! I have been more than resonable with my patience and time and if my computer is not fixed from this moment on and the warranty is not held to the terms stated in the contract (i.e. they want to replace a computer that is no longer in production ) and i was more than willing to pay for my computer to be fixed for the exceeding amount of the computer (895.14). After being dissrespected and given the run around and having my problem not fixed at... More...
    (Computers, Software, Hardware - Sponsored by APPLE)
    joanmaloney's Picture   joanmaloney    1 Comments   Comments
  • Want My Phone Back



    If i could i would rate no stars I got the black tie for my cell phone and was sold on the idea if i were to do damn near anything to my phone it would get replaced you know like if you were to get the phone company’s plan only without worrying if the phone got wet. well found out that if the phone breaks they send it for 30 days and charge me 50 dolllars a month for a (loaner phone) note the loner phone is refundable thats why its a month return it and check it out every 30 days. they can not tell me where my phone is or what is going on with it so as of now my smartphone is gone and... More...
    (Electronics, Appliances - Sponsored By BEST BUY)
    jjrod8607's Picture   jjrod8607    5 Comments   Comments
  • Hard drive laptop



    I took my laptop to geek squad to remove a virus and back up my data to an external hard drive. I asked the young girl at the counter if I needed to purchase a hard drive, but she told me not to worry and then wrote down that she could no see any problems. She also told me I should get my laptop back by the end of week or maybe up to 2 weeks. After 2 1/2 weeks, I get a phone call asking if I would buy an external hard drive to make the data back up easier and they would use less disks. (Again, I asked for this at drop off). A week later, I got fed up with the wait and went to pick up the... More...
    (Repair Services)
    peaches311's Picture   peaches311    0 Comments   Comments
  • HORRIBLE



    THE WORST SERVICE EVER!!!!! had bout a tv from best buy and had NERD squad install it…gave me a time from 8-12 in the morning..they showed up at 230PM..with the excuse that the address on the paperwork was for a managers MOTHER-IN-LAWS house…and they didnt have my phone number to even call me. you think they would have had the intellegence to call best buy before the 12 pm deadline..NOPE.. i called litterally 15 times sunday morning..never got thru..sat on hold half hours at a time ..and had to listen to that HORRIBLE country music! THEN they call me this morning for a... More...
    (Electronics, Appliances - Sponsored By BEST BUY)
    pissed333offf's Picture   pissed333offf    0 Comments   Comments
  • Scam, Don't Waste Your Time!



    I was in need of repair for both my washer and dryer. Scheduled an appointment with Geek Squad for 10 days later. I knew what was wrong and knew the exact parts that were needed. I gave the info to the scheduler, including part numbers. I was quoted pricing for both the trip charge and the parts. They promised to bring them along. Eight days later, I received a phone call saying they had to reschedule my appointment as all the techs were in a training session. (Why didn't they know this ahead of time???) I rescheduled and also confirmed that they had the parts we discussed.... More...
    (Electronics, Appliances - Sponsored By BEST BUY)
    cnswift's Picture   cnswift    0 Comments   Comments
  • Office Support Plan



    Purchased Office Support Plan ove the phone. Requested House call. Was rerouted thru several Depts but finally was disconnected when I reached Best Buy Acct/ Billing. Attempted to return to that Dept, but NEVER got a person who would do that action. I finally contacted AMEX and refused to pay the bill.. Best Buy has never called me nor offered an explanation How I was lost or how they might KEEP my business. Ohh, by the way.Best Buy LOst $125 initial fees, plubs $$500 annual payments I was willing to Pay. they clearly dont Clearly Don't Care a More...
    (Computers, Software, Hardware - Sponsored by APPLE)
    cleveland's Picture   cleveland    0 Comments   Comments
  • What a hassel!



    Ok first of all I was so happy when I got my new tv from my parents for Xmas. But 6 months later, we have a problem, I call Geek squad and the first thing they say sorry for your problem let me transfer you. Ok I fine, but then they get me this guy that asks all my info, and that I received it as a gift from my parents mind you I give them my house and everything number and he never says a thing, then about 10 minutes he tells me my name isn't on the owner receipt, so I said I told you my parents got it for me as a gift , by chance does it say my dad's name, he says ok, ya thats... More...
    (Electronics, Appliances - Sponsored By BEST BUY)
    cokedrinker's Picture   cokedrinker    0 Comments   Comments
  • Horrible warranty review



    Paid over $160.00 for an extended warranty for a LCD, trying to get an appointment for 1 week (and my TV does not work at all), so when I finally get one on a wednesday and I called the night before they said they could not make it because they did not have the piece so they "gave" me an appointment on a sunny saturday from 7 to 9AM, I waited like a stupid and they never show up so I called and they said I never had an appointment,and here we go again, no customer service you can speak to anybody all they say is I am sorry there was a mistake but there is nothing I can do, and now... More...
    (Repair Services)
    karinanyusa's Picture   karinanyusa    0 Comments   Comments
  • flat sceen tv



    i have already done this and still no one cares .geer squad insurance has dont nothing for me 3 appoitments no showes i missed work 3 times for no shows nor a call the place that sold me the ins. even called from there to set a time up with geek squad and still no show nor phone call thei has been going on sents oct.2010 and still nothing ,i cancled the ins ,due to there very very poor service and was taking the tv back and was told they didnt want it .so i find this geer squades falt ,it would have not happened if they would have done there job that i paid for but they just didnt care ,so... More...
    (Insurance)
  • Bestbuy geek squad



    I bought a flat screen from best but and they sold me geek squad insurance ,and after 8 months i still was waiting for geek squad to come and fix it from day one they even emailed me and asked me about there service and no one has even took the time to get back to me .There was 3 appointments set up ,i took off work and waited all 3 times for a no show ,no call no nothing ,so i went to best buy,and they were very nice and called from there for me ,once more a date was set up ,only for a no show no call,i canceled the insurance and told best buy i was going to bring the flat screen back... More...
    (Insurance)
    mlr1954's Picture   mlr1954    0 Comments   Comments
  • I am concerned ethically...



    So I had Geek Squad for my desktop computer which was purchased at Best Buy. The first few times I had problems, they fixed it no problem. I originally purchased the computer with one terabyte of storage -- two drives, 500 gb each. I brought the comp in to have something fixed. They said they had to ship out the computer to somewhere else for repairs. My computer was mailed back to be -- ONE DRIVE MISSING. I now only had 500 gb of storage. Geek Squad refused to do anything about it. They also asked for my OS disk, which I provided. They sent back the disk with a different sleeve than I... More...
    (Computers, Software, Hardware - Sponsored by APPLE)
    wisoc003's Picture   wisoc003    0 Comments   Comments
  • Thanks Evan and Josh



    I went into Amazon.com which triggered a virus. Could not log in to the Internet. I live in Amherst, NY, ended up talking to support from Texas. Although very nice, she could not help me. Suggested I take my brand new Toshiba to the Geek squad at the store I purchased it from which was the Niagara Falls Blvd. store in Amherst NY. Evan explained what happened and offered to restore computer back to it's original state which took about 1 1/2 hrs. When I returned Josh assisted me with any questions I had with the restore. He disabled the Microsoft Office 2010 trial so I could... More...
    (Electronics, Appliances - Sponsored By BEST BUY)
    Susie888's Picture   Susie888    0 Comments   Comments
  • bestbuy Lg TV repair



    Best Buy Geek Squad in Grand Forks North Dakota are the most stupid and clueless people I ever met in my whole life. I bought an LG TV a year ago from Best Buy, stopped working 4 months later and for the next 7 months I had to endure the worst repair service in the history of TVs from the so called Geek Squad. They don't know what they are doing. I finally sent my TV to LG and got repaired in less than 10 days. The TV is working great now. More...
    (Repair Services)
  • Should not be in business



    Today I called geek squad for the first time, to see if it was worth renewing.. I was very dissappointed. I described a simple problem relating to file associations. Powerpoint was not associated with .ppt. and clicking on a powerpoint file did not open powerpoint. First she directed me to control panel and told me to click on add/remove programs. There is no add remove programs in windows 7. So I found it my self. She had me uninstall an older version of powerpoint.....useless waiste of time. I told her I thought the problem could be solved by going to "default... More...
    (Computers, Software, Hardware - Sponsored by APPLE)
    GIDoc's Picture   GIDoc    0 Comments   Comments

Geek Squad Reviews By Product

 

Geek Squad Comments


blueovalsm says: (3 months ago)
 0
I own a vaio which needed repair and was told by Sony to take the unit to geek squad. Two geek squad locations refused to accept the unit for repair. Sony out of frustration directed me to a UPS store which then shipped the unit to geek squad. I was later advised by geek squad that the unit had been "repaired" and it was returned to me. It was filthy and sticky as if it had been used as a snack tray. A piece of plastic that was in good condition when it left my possession was partially torn loose. geek squad changed the password on the unit (I had to give the password to GS with the repair application but upon receipt of the unit my password no longer worked). On top of that I have had the unit for 5 days and have not been able to get anyone at GS to respond to my emails asking that it share with me the new password that it inserted into the unit... it appears that I will be forced to seek legal recourse to get reimbursement for a unit that is now useless to me.



CheshreCat says: (9 months ago)
 0
AVOID Best Buy and Geek Squad. If you purchase electronics at Best Buy, they do not back the product unless you purchase the warranty that they will invariably push on you. If you purchase something (in my case a Samsung Blu-Ray)and it is defective right out of the box, they will do nothing for you. They referred me to Samsung. We purchased a Gateway Laptop from Best Buy and about a year later, the AC power supply/port went bad. Geek Squad charged $350 for a new motherboard and it still didn't work. They said that the new one was bad too and wanted to charge another $350 to replace it again. Are you guys kidding me? After speaking with a manager, he agreed to knock $100 off the price of repair (a repair that they apparently never completed in the first place). Awful business model from a customer standpoint. Absolutely no accountability or backing up their work or products. I buy ALL electronics elsewhere and would not recommend Geek Squad to my worst enemy. AVOID AVOID AVOID.



vallip says: (2 years ago)
 0
I took my laptop to Geek Squad at the Best Buy in Deptford,NJ on 12/08/2012 to be able to download microsoft office student and ended up having to keep my pc there for three days. I picked-up my pc on 12/11/2012 and ended up returning back to Geek Squad that afternoon b/c a window kept popping-up and b/c I just renew technical support for $201.25 I wanted them to fix this. Geek Squad ended up keeping my pc overnight and called me the following night and told me that they had to update my settings in which they were doing for God knows how long. Then I had to call them b/c I haven't heard from them only to find out that they were still updating my pc and now they adding that they have to restore my pc back to the manufacturing settings and they supposedly were having a hard time acheiving this so I supplied them with all my original backup disc to assist them. I got a call later in the evening on 12/11/2012 from Geek Squad stating that my computer started smoking and basically it's fried. I ask Geek Squad how could this have happened and they told me something about my mother-board. I called the Geek Squad HQ and spoke with their "Public Defender" department and they don't do anything to hold Geek Squad accountable for damaging consumers property. Stay away from Geek Squad, everybody. They purposely damage computers b/c they run a scam with Best Buy for people to buy another computer at the store where you are standing. These criminals need to be exposed for what they are doing. If there's anyone out there that would like to legally have these people held accountable, a petition need to be started so these criminals can be stopped!



butt says: (3 years ago)
 0
i was billed by geeksquad, even though i never signed up. i have spent hours on the phone trying to get my money back and to stop the billings,but can never get tranferred to the right person. also, the phone disconnected many times. horrible service.



Djones says: (4 years ago)
 0
Geek squad has to be one of the best rip off organizations I've seen in a long time. I have a laptop computer that had a defective AC power socket (I tripped on the cord) and they told me that it would be around $200 no more than $300 to fix and that it would be about a month to repair it. So I said to myself "damn thats another laptop!" So I researched smaller computer repair companies and found a company that fixed it for $97 dollars in 4 days! My friend had the same problem and they told him it would be close to $500 for his computer. If you do not have an extended warranty with Best Buy Geek squad will MILK THE HELL OUT OF YOU! They are totally not recommended. Its amazing how many negative reviews this department gets.



asanders says: (6 years ago)
 0
I purchased an HP notebook from Best Buy (BB) in 2007. I was talked in to purchasing a 3 year protection plan, probably in large part because I had just had to replace a damaged PDA. Anyway, for $300 I was assured that practically anything would be covered, and that the best part was that all I had to do was bring in the computer, and most problems could be fixed right there at the store (this is myth #1).

About 2 months later, the laptop had its first incidence of random power failure. It happened twice in 2 days, so I trotted it down to BB. The Geek at GeekSquad (GS) told me that "it could be the power source" (which may be the one correct thing they ever told me), but that sending it out for repair (which was what had to be done) would take 7-8 weeks. Excuse me? what happened to service you can depend on? and just how does one function without a business computer (they don't even have loaners like car repair) for 2 MONTHS? So, I did what I'm sure 85% of folks would do: I upgraded my back-up system (more $), and took the computer home; it might as well be good and dead before I give it up for THAT long. I suppose I should have cut losses then and cancelled the remaining service contract then, but it still would have cost money, and it seemed likely that I would need an actual repair at some point anyway.

Well, the computer stubbornly refused to power on last month. After resetting (you don't need GS for this stuff; any simple fixes can be found on-line), I did get it to power up 2 more times (enough to make system recovery plans). Then I took its seemingly lifeless form back to GS. They got it on, and so argued with me for more than 30 minutes, that sending it for service was a waste of time and that it would undoubtably be sent back unchanged. This person told me 2-3 weeks, and I filled out the forms and left the machine.

The next "are you kidding?" moment came about 8 days later. I can be patient. They give you a service order number and you can go to GeekSquad.com and supposedly track your repair. After almost 2 weeks, I figured it should at least have been looked at. So, at 11:00 pm. when the store is closed. I entered the tracking number on the website. The record was clearly the correct entry; it showed my drop off at the correct date and time, and there was one other entry. It was for later that same day, and it said, "picked up by customer; ticket closed." Needless to say, it's a little coming back to an empty parking space where you know you left your car.

So... the next day I went back to BestBuy (and BTW, stood in line. again. because, according to one Geek, they used to have the queue pagers, but the computer broke and they never fixed it). The Geek said, "Oh, we do that all the time." ??? "We had to open a new service order, and that is the only way that the system lets us close the old one." ??? Why a new SO??? How can that be the appropriate entry system??? Why not tell the owner (an email would be fine --Ms. XXX, your service order has been updated. Here is the new SO#....)???

OK... so what is the new #?? Geek: "I don't know how to print that out." ????

45 minutes after arrival, I did leave the store armed with a new SO# (they note the new SO# in the new SO record (doh), not the old one. where it might be. um. useful.) and a UPS tracking number, because supposedly, my computer was not only fixed, it had already been shipped back...

Except that it hadn't really been shipped. UPS (who has a tracking system that actually works) indicated that the label had been requested 2 days before, and that the other 2 packages in the shipment were in transit. But not mine. ??(mystery).

When it did finally ship, I was able to track it through UPS, and see that it was delivered at the store (at 10:14 AM). At a little after 12:00, the store called (proving that they do actually know how the phone operates) to say that the computer had arrived, but would not power on, and they were sending it back. But, "Not to worry, it will be sent back overnight, it will be the first thing they look at since it is a repeat, and it will be back her in a few days."

I realized later that day that I would need to call back since, sure enough, they had marked the new SO "picked up by customer" meaning they had started yet another ticket.

At 4 PM the next day, the GS system (with the 3rd SO#) was still showing my computer as shipped. Well OK. I got patient again. It's Friday PM, I'll check Monday...

Monday, when it still just said "shipped", I called the store to get the new UPS #.

Acording to UPS, the computer did not ship Thursday at all, it shipped Friday, in the latest P/U, and it didn't ship overnight, it went regular ground. ??????

Bless UPS, it arrived at repair location Tuesday at 9:30 AM.

But at 4 PM, the GS system still did not show it checked in. They plaster the case with bar codes, so this should be no more difficult than it is for UPS (for instance).

So, I stop by the store again... This is where it first becomes apparent that there are TWO GS tracking systems... The Geek says "yeah, it was checked in this morning" it will take a while to show up on the web site." ??? Hours???

By Close of business repair center time, there was still no sign of it, so I called the 800 number for GS. They, apparently have access to exactly the same information that is on the public web. no more. Basically, I had no faith in what the store Geek said, and wanted conformation from somebody actually affiliated with the repair center (which is called Geek Squad City, BTW) to confirm that the computer had been seen. The 800 number person finally suggests that he can give me the number for Geek Squad City. ...and I thought I was finally getting somewhere.

If you call them, you discover that you will have 3 choices: 1 if you want a tour, 1 for an automated system to get repair approval (apparently if they want to charge you $, you talk to their computer), and 1 if you want help with a repair ticket. The last one sounds promising until you find that it is a message telling you this is not a customer option (call 800-GS) and if you ar a GS center you should be using the toolkit (on-line system) --and then it hangs up.

So then I tried the only other # on the GS web site: the best buy customer care line.

They wanted to verify that I was the right person (before discussing the computer) by checking phone email etc., but since they seemed to think I had a 10 year old email address, this clearly has to do with their sales database and nothing to do with my repair order (which had current information).

Anyway, after navigating their peripheral system, I finally got to someone that was supposed to be a supervisor, but her computer 'froze up' so she said she'd call back. An hour later I started over.

Finally I got to a supervisor with a computer that worked. She said that yes, my computer was checked in, and that it would be 2-3 weeks before it was fixed. ????? It only took them 2 weeks (including ship time) to not fix it before; now they are supposed to be on a rush, and it will be 2-3 weeks (plus more than a week shipping)???
She said she could put an 'escalation request' in. Yeah. do that. Then she said that I could have her 'direct number' so that I could keep up with this though her. (since it was after hours there would be no communicating with GS City until tomorrow) So, I can call you tomorrow? Well, no. she wouldn't be in tommorow; try Thursday. Well, how about we find someone that CAN communicate with GS City tomorrow? OK. She (purportedly) actually speaks to X, and they will take over the case, and I can call X tomorrow.

That was today. I called and left a callback number. Over the next 3 hours I tried 4 times without reaching X (great direct line service). Finally, I started over with the Best Buy number.

I got yet another 'supervisor' who told me that "parts had been ordered". What parts, and from where (down the hall, or China)? I don't know. Can you find out? No, but I can issue an escalation request. Um. Didn't somebody already do that? I don't know, I don't see that in the system. We can't see that until GS City issues a reply. ???????

The comedy of the absurd continued with the supposed supervisor of supervisors, who still can't talk to GS City (they do not take calls unless you want a tour), can't tell anything except that the new expected completion date is 2 weeks from now, and it might take 3-5 days before they have any response about the 'escalation request'

Basically, The customer support top person that will speak to customers could not tell me whether there would be any customer support (never mind what kind) for 3-5 days.

Unreal.



electronicguru says: (6 years ago)
 0
Geek Squad has incompetent workers, terrible customer service, and long wait time for repairs. After I paid them to work on my laptop, they basically broke it and I was left with a useless machine. I sold the laptop online for $200 at cashforlaptops.com I would recommend that company highly




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