TEXAS -- I recently became a Geek Squad "Total Tech Support" customer and was excited to be told of all the expertise GS can provide to me on my computers. What I was NOT told was the absolutely unconscionable "wait" times to actually get a tech on the line. Two to three hours is commonplace.
Tonight, it has now been 3 hours and 15 minutes! All of the "Level I agents” are just queue-up agents for their "Level II agents"... who are really entry level technicians. Their answer to the long wait times is that I don't need to be available for them to do the work I need done...they'll just keep their remote access open and whenever a tech gets time, he/she will just go to work. HOW ARROGANT!
Who in their right mind would let a complete stranger in their computer without the owner's supervision? Theoretically, they could copy every piece of data in the computer (i.e. email addresses) and sell that data. Geek Squad has no history with me... and the trust level is diminishing rapidly. I'm nearly at the point of cancelling my agreement with them and finding a reputable resource to do the work I need done and within a reasonable timeframe.
GRAND RAPIDS, MICHIGAN -- Computer froze at start up. Brought it in. "Technician" immediately tried to sell me a 3 year service plan. I said no, please diagnose issue. They noticed it was still under warranty and will need to go back to Lenovo for servicing and it will take up to 1 month. They sent it in to the Best Buy service center where I assume a Lenovo certified tech person (Team 12 Agent **) worked on it. Computer came back 2+ weeks later with a new hard drive and same issue.
I brought it back to Geek Squad, said it wasn't fixed. They sent it back to the service center, where Team 12 Agent ** replaced the hard drive again. Computer came back 1+ weeks later with new hard drive and same issue. So, at this time, I'm guessing the issue is NOT the hard drive. I brought it back to Geek Squad and told them my diagnosis. After spending 1.5 hours trying to get the laptop to reboot, the Geek Squad technician told me that I should talk directly to Lenovo. (In retrospect, something that I should have done a month ago.)
This was an incredibly bad customer experience for me. I feel that since Best Buy (Geek Squad) couldn't squeeze any extra money out of me, I wasn't worth their time. Be warned if you want to be sold a service plan, slap yourself in the head, and go to Geek Squad. If you want quality service, find a small, qualified, local business that cares about service and keeping your business.
MANCHESTER, CONNECTICUT -- I signed up for their service because it was cheap ($100 annual). Absolutely $ badly spent. Almost every time I'd contact them with problems, they would spend hours NOT fixing them. And then creating additional problems with my PC. Plus the wait time is ridiculous -- sometimes as long as five hours! Avoid like the plague. I'll be glad when Amazon gets its service up & running...
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.
TORONTO -- The quality of service depends on who is on duty when you go or call in. One staff member was very patient (I'm a person with disabilities), but another was totally rude. I had purchased a computer at a Best Buy location in Toronto, and the in-store Geek Squad installed Thunderbird for me. Soon I found all emails disappeared from my Rogers email inbox in Thunderbird. When I called Geek Squad, the staff on the phone was nice and offered to help based on the fact that they had installed the software for me.
When I went in with my PC the next day, the guy on duty asked me for receipt. I told him that if I open my Hotmail, I could show him the receipt. (Best Buy had emailed the receipt to me.) He opened my email, but did not look for the receipt or allow me to look for it in my own email account. Instead, he repeatedly asked me for the receipt to prove that I had purchased the PC at their store.
It appeared that he was looking for an excuse not to work, or was giving the customer a hard time because he was not happy working. Then he offered CONTRADICTORY explanations about why ALL emails had disappeared from my Rogers inbox in Thunderbird, but was retained in the original Rogers inbox, and eventually blamed me for “accidentally” deleted ALL emails from the inbox in Thunderbird.
It was not true at all because those allegedly “ACCIDENTALLY DELETED” EMAILS WERE NOT TO BE FOUND IN THE “DELETE/TRASH” BOXES, neither in Thunderbird, nor in the original Rogers account! That was obviously a person who does not know his stuff but had a lot of “expert” arrogance. He was not to admit that he could not solve my problem, so scapegoating the customer was his best strategy!
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!
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.
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".