MARQUETTE, MICHIGAN -- Here's my response to Geek Squad satisfaction survey after they "fixed" my machine: I brought a gaming tower in because it was stuck in the dreaded Microsoft automatic repair loop. It would not boot. Apparently the "geeks" at Geek Squad have no idea what this commonly discussed problem even means. Although I specifically and explicitly instructed two different agents NOT to wipe out the drive but rather just call me if they couldn't break out of the auto repair loop. Wiping the drive and reinstalling the Windows 8 operating system without contacting me was their brilliant solution to getting it to boot.
I received a nice, shiny, blank machine and the Geek Squad seemed so proud to be able to "fix" my machine. What a bunch of heavy handed, incompetent monkeys. If I'd wanted my machine wiped clean I would have done it myself or asked my 8 year old to do it.
To make matters worse, I insisted on speaking to the Marquette store manager and she proceeded to tell me that it was my fault because I declined the disk backup service. Excuse me but when you bring in a machine to see if a boot problem can be repaired you do NOT expect some clown to wipe out the whole disk. As it turns out, I had enough backups to recover everything that I needed but it took me over 10 hours to get my machine back to the way I had it before a Geek Squad monkey blew it away.
EXTREMELY unprofessional to have a manager who obviously doesn't know the difference between a boot sector and a ski boot come and claim that it was all my fault. The only thing she had to offer was waiving the $50 data recovery fee to try to recover everything that they had lost. She informed me that I would still have to wait up to 3 weeks AND pay for the amount of data recovered.
Are you people SERIOUS?! If I had the time I'd take Geek Squad to court but as it stands, I'll just have to settle with posting my experience to every anti-Best buy board that I can find and filing a compliant with the Better Business Bureau. Don't knock yourself out trying to reach me, I've seen and heard everything that I ever want to hear from Best Buy and/or Geek Squad. Epic fail.
SAN FRANCISCO, CALIFORNIA -- I would like first to point out that Geek Squad reps are NOT IN AMERICA. I have on a few occasions hired the remote assistance technicians and paid top dollar, only to speak to people with broken accents whom were very difficult to understand. I even had to disconnect the call a few times and call back in to try and get someone that could understand me and someone whom I could understand.
DO NOT hire Geek Squad remote services. I've hired them to give my computer on a couple of occasions and they've always made it worse. The best thing to do is to find a remote service that is based in the United States that actually answers the phone when you call. Be sure to check out their reviews too. If you check out Geek Squad reviews, you'll notice a ridiculous amount of horrible reviews for the Geek Squad all over the internet. I've never seen worse reviews.
The most recent one - I hired Geek Squad to fix an Outlook email issue that I had had for a few weeks. Apparently, the company that I hired, safepcfix.com was able to go in and check out the fact that Geek Squad did not repair a virus problem from a few months before that led to the eventual collapse of my Outlook files. To make things worse, Geek Squad never did the cleanup on the file system on windows, so the other company I hired was able to go in and make it faster and remove a bunch of junk files that could have caused me issues down the road.
Moral of the story - don't trust anyone that works here. I can't imagine that they would be able to do anything good for your computer, as the reviews that are positive, almost seem to be written by the Geek Squad company themselves. As others have mentioned: Buyer beware!
TUSTIN, CALIFORNIA -- “Cheat Squad” would be a more appropriate company name. Seems the company's business model to “sell the $200 protection plan” and don't worry about the fall out if your skill set is subpar for making in house repairs. A simple task of installing a new hard drive on the HP laptop left for repair resulted in four missing screws on the underside. Plus the keyboard was not intact (hard to guess what spare parts may have ended up on the work table) and eight keys on the keyboard would not function.
Upon return to the store to report the condition I was told “we are not authorized to open the case”. The case had to be opened to install the hard drive. Turns out, they lied to me and I never needed a new hard drive in the first place. They claimed I needed a new hard drive because they are not qualified to remove the malware or viruses that were on there in the first place. I had to find another company to get it cleaned up and fixed. I ended up finding SafePCFix based out of Southern CA. They were able to log in and fix it remotely in a few hours. They sent me the screws that Geek Squad lost for my laptop.
These poor young Geek Squad employees are being fed and fattened up on a corporate line of mumbo jumbo that covers up ineptness and a fraudulent business model. Eventually the result will be the end of any integrity for the Geek Squad brand and their own employment. Needless to say when I checked in with SafePCFix they were friendly, helpful, respectful, knowledgeable, quick to diagnose the issue and reasonably priced. Now that is a great business model. I have no problem with a referral. Buyer Beware at Best Buy and Geek Squad Agents.
We paid for Geek Squad to install receiver, TV, and accessories. They came for everything out, opened and took out the new (which we paid a lot of money for) equipment and told us they were out of time and would be back at 3 pm. Never heard from them. Called customer service 3+ times - tried to get to listen, call store 2x. Finally, actually went to store and insisted seeing a manager. Not sure yet how much that will work out. We are still a mess in our main line, video no space, waiting all day for nothing. Don't know when it will be resolved and we paid + 5,000.00 for the privilege!
WASHINGTON D.C., DISTRICT OF COLUMBIA -- I paid Geek Squad to service and fix my printer. The agent, Jeysson **, came to my home for two minutes and said he fixed it. Of course, the printer did not work. After two weeks, Geek Squad said they would fix the problem with no new charge. In the meantime, my business was without a printer. The very same agent, Jeysson **, come to my home. Says he has fixed the printer, and in fact successfully prints out a couple of pages, before saying he is leaving after a full three minutes.
When I tell him the problem is maybe a bit more complex, I barely persuade the guy to print out at least two or three more documents to be sure. He does so-- after calling me "Bro", telling me I don't understand computers like he does, and am "dumb"-- his exact words.
After he prints the third document, the printer doesn't work. He suggested there is a system operations problem. Then, the guy said there must be something wrong with the printer and I should buy a whole new printer from Brother, but he is not sure of that either. He leaves without the printer being fixed. When I ask him if he can fix it before he leaving or at least diagnose the problem, he says he is "backed up with other appointments, Bro" and when I persist in asking him to do his job, he mouths off a bunch of obscenities and says "that's just the way it is bro".
I brought in my hard drive with all my photos on it that had crashed. They sent it off to data recovery and about two months later I got a call saying that they had recovered almost all of the photos so I paid $500 and they shipped it to the store. Before I took it home I had them check it and lo and behold the hard drive would not work, so they mailed it back to data recovery.
About a week later, I received a call saying that they could only recover part of the data that they had originally recovered and it would be an additional fee for a new hard drive because the one I had sent along with the broken one was also broken. The additional hard drive that I had sent was brand new, out of the box and was working when they transferred the data. They refused to admit that it was their fault and was broken under their care. To add to my frustration, each time I had gone into the store, the first time to drop the hard drive off and the second time to attempt to pick it up, it took over an hour. I will never use Geek Squad again!
SAN FRANCISCO, WASHINGTON -- Be wary of these Big Box stores and their "computer repair" technicians. I've 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 infections.
The last time I had to take my computer to Geek Squad, the Agent, let me know that it would take about 3 days to clean up and return the computer to a usable state. Unfortunately, it took over 7 business days to get my computer back. The original quote of $149.99 turned into $349.99. In the end, I got my PC back, late and over estimate. They informed me that I needed a new hard drive.
Once I got the computer back, I still was having issues with the new operating system installation. Apparently, once they installed the operating system, they left a few issues unresolved. My computer was missing the data, the computer was starting in a weird mode that I could not get it out of and It was incredibly slow to start and restart.
I began to look at reviews of Geek Squad, and I came across this site. One of the users suggested SecureRemoteSupport, as a possible alternative to Geek Squad. After doing my research I contacted them to repair my still broken machine. After a brief diagnostic period, which I did not pay for, they informed me that there was nothing wrong with my old hard drive and that I had been scammed by Geek Squad.
** was able to get my computer up and running using the old hard drive and after a few hours, got the infections removed from the PC. I didn't lose any data and I didn't have to reinstall any programs. Additionally, John offered me LIFETIME protection software for the computer. While expensive, it is guaranteed. Geek Squad won't do that.
I was able to go back to the Best Buy Geek Squad and speak to the manager and explain the entire situation. I offered up the invoice and diagnostic paperwork from Secure Remote Support and they decided to give me a full refund. I did have to threaten a chargeback with my American Express. I also returned the hard drive that the Agent said was absolutely necessary for my machine.
Most interesting, while I was waiting in line to speak to a manager, there were approximately 6 other customers in front of me. Of all those people, most of them I heard complaining about issues and problems that weren't related to the computer. It sounded as if they were experiencing similar issues to me. After reading some of the reviews related to them, I am not surprised there are this many problems with this service. I will not be using the Geek Squad in the future, and I suggest that you don't either.
ALABASTER, ALABAMA -- Laptop dropped in on Tuesday, Errors needed to be fixed. Windows 8 not updating, HP not updating and an unauthorized account / illegal intrusion on credentials. Faulty right speaker muffled sound. The girl at drop-off was polite helpful and nice and listened. We gave authorization to do whatever they needed to fix the Windows 8 and HP errors and protect against intruder. They called my wife approx 11 a. m. next morning saying the laptop is ready. I personally received an email about 10.30 am stating the computer is fixed and ready for collection.
However we arrived about 7.30 - 8.00 pm a new guy was at desk. It was clear and free but he signaled us to wait while he typed on a computer/till. He came back after few minutes of us waiting and showed our laptop and the geeks squad receipt contract papers. From that moment the guy was non communicative, non interested, not listening and dismissive when we opened the laptop to check if it was fixed. He never bothered to communicate and was oblivious to anything remotely.
I had paid for this HP laptop in full cash at black Friday week. And we paid for an extra years cover on maintenance services at Geek Squad and 2 year cover extended. He just wanted to hand us the unfixed computer back and shoo us away. His attitude was disgraceful. Argumentative and ill informed.
He was unaware of basic CPU queries didn't even know what windows metro was! I had spelled out the outstanding issues and errors to save the techs time on a notepad and even supplied a picture of errors on the desktop easy to find. Somebody was supposed to "refresh" the laptop but nothing absolutely nothing had been changed from the 1st moment yesterday when we brought it in. Except they uninstalled AVG antivirus free! Like that helped!!?
This guy acted like a complete jerk. Instead of admitting he was incompetent and had no clue what happened and what to do or even excuse his ignorance by calling for someone who knows what they are doing he instead choose to argue irrelevant meaningless baloney. I know enough about windows to know when I asked him several question about why nothing was fixed and what they had done if anything? He was totally disrespectful argued with both myself and my wife. He is unfit to deal with any customers or computers and should be sacked for customer abuse and incompetence and disruption. I am a reasonable man.
If the staff had miss-communication and busy and under stress I'd understand but their failures are not ours. Instead of being a man and getting out of the way so people who can do something this guy tried to project his own failings and hide his incompetence with arguing, lying pretending and acting and then disgraceful tried to Shout down us in front of a crowd now and children.
This guy had the nerve to claim I had not paid for anything therefore, he had the right to act like a complete **! To his ignorance mistake I have paid for everything previously pal! Finally he said he'd call the manager! Finally some actual help! The young manager was understanding and listened and resolved and admitted it was Geek Squads mistake not ours. That tall guy ought to be fired.
TUCKER, GEORGIA -- I am talking to my fifth person at Geek Squad. My first call, we got disconnected. My second call the girl said she couldn't hear me and went into a speech about my having to call back. No one called me back. The third girl took my info and then dumped me onto another person who took the same info. I spoke to a Supervisor for my fourth call and I am now waiting to speak to someone in their corporate complaint department.
In September, I had the Geek Squad come out to network my three business computers, setup automatic backup on an external drive and do a tune-up on one of the computer. I explained to the Tech representative that I wanted access to all three computers no matter where I was in my office or den. For some strange reason, which I did not discover until last night, he gave me access from one computer but set up a pass code and user box for one of the other computers.
I explained to the customer service representative that I seldom used this particular computer because it is in my den. However, when I get back from a trip or if I need to do something immediately, I will use it. I wanted access to these items from my other two computers which are in my office.
When I express my dismay and concern, I got the standard scrip about 30 days etc, why didn't I complain then, they would have to charge me, etc. etc. When I challenged the setting up of a password and user name on just one computer, I wasn't given a good reason why he did that. Also, they have a policy that states it should have been on his records and my invoice that he did that. The supervisor kept trying to blame the program they used.
I also had purchased at 1T external hard drive. I had a 750 one. I asked the Tech if we could "piggy back" the hard drives for backup. I explained to him I had huge files. I also explained to him that I have two businesses, a consulting firm that works with companies in the convention/tradeshow/meetings arena and a photography business. He told me I had plenty of space and to put the hard drive on eBay! Guess what, I am now out of space for my backup's. I don't know what is being backup, overwritten, nothing!
I am now talking to their corporate complaint department. He is giving me the company line. No relief here. Bottom line, they didn't do what I asked, they don't care I didn't get correct products and service. What ever, I am just out of luck! Oh, he just checked. What do you know, their Tech didn't fill out his work order correctly. No mention of codes or other items. This guy thinks he can help with the situation now. I asked him if their Rep's understand that 90% of the public doesn't have a clue about computer systems. He thinks he can get a resolution to the problems. Well, we will see.
Three Things: If you get cut off, call the customer back! If your personnel did something wrong, didn't complete their paperwork correctly, failed to advise the customer correctly, admit it, solve the problem and don't even think about charging the customer. I don't care if it has been a year. Car manufacturers have recalls! You did it wrong, fix it! What company sends out Tech rep's that don't know what is applicable for storage needs. If someone has huge files, they should it least have a formula or something that let's them know what the customer might need.
My advice, be afraid, be very afraid. Will I ever buy anything from Best Buy if I need the Geek Squad to install it and service it... That's not going to happen!! This whole affair took over two hours of my time. As a small business owner, this day just cost me money. Keep your money in your pocket. Find someone else to do your project.