STERLING, VIRGINIA -- So I was having problems with my laptop as it was randomly freezing up and rebooting itself. I bring it into Geek Squad for an analysis. Once complete, they tell me I need to replace the graphics card for a whopping $500. I, trusting this was a correct diagnosis and having an expensive device, agreed, paid up, and received my "fixed" laptop a couple weeks later. Used to not having a laptop, I didn't touch it much for the first month, and the problem didn't arise as it was random and usually associated with heavy use.
A month later, the issue reoccurred and became more and more frequent. I brought it back in December and complain that it is still broken. They reinstall the OS and scanned for viruses. I get it back, same problem, nothing is fixed. I take it in again and they tell me I need to pay more money to have it analyzed again, otherwise I'm screwed and just spent $500 on a solution they told me would work and didn't. I don't have the money to continue dealing with them anymore, my laptop is still broken, and Geek Squad is rejoicing in making my money off of their own false claims.
Pissed? Yes. Their customer service? Extremely dismissive and unhelpful. Would I recommend Geek Squad to others? No, I'll probably go as far to write an angry review about them and warn others of being scammed. Oh ya, Geek Squad scams its customers.
This is a travesty. Service? HA! Today alone is over 2 hours on the phone getting passed from department to department. I ordered an expedited phone replacement on 11/19/14. Today is the 25th. 2nd day air delivery? Learn to count! You need 3 days to "investigate", then UPS needs 8 days to "investigate", then you need 2 more days to re-open and send me another phone. That is almost ONE MONTH to get an expedited phone replacement.
What is the responsible customer driven thing to do? Easy. Send me a phone now. Today. If the other eventually shows up, great, I will send that back to you. But no. Even now, after 1h 23m on the phone, I am being told that I need to go into a 30m hold queue for a supervisor. Mind you.... this is not my first call nor my second. Geek Squad has wasted over 10 hours of my time already.
On 11/20/14 "it will be there today." On 11/21/14 "it will be there today." 11/24/14... you get it. Today yeah, rinse, repeat. Only by repeatedly insisting and calling was I finally able to get an investigation open today and they got THAT WRONG TOO! GS said, "Oh, you got your plasma TV". Num-nut. I am replacing a cell phone. Fix your systems and fix your customer service, and fix your processes. BTW, don't worry... the next phone call is to cancel the GSP on my other cell phone. What a waste of money.
BELLEVUE, WASHINGTON -- This is the most worst experience I had till now. My laptop crashed this Monday and took it to Geek Squad for repair. Since it was my official laptop I have very important data and also some personal data which I desperately needed. Hence I requested them to get my data backup as soon as possible but, Geek Squad seems to work on their comfort zone. They took all my contacts and said they give a call when complete.
Even after asking to mark my case as urgent, they opened my laptop on 4th day and till end of day no call from them so I went and asked to hand over my laptop then they say my data is not recoverable and they cannot do anything. I don't know if it is true. I don't know if I need to lodge a complaint if they took my data for their use.
AUSTIN, TEXAS -- Geek Squad sells a second rate insurance policy online... you think you have bought local coverage and then you find out you have to send you computer in every time. It took them 8 weeks the first time. They sent me a computer back where Windows 7 was replaced by Windows 8 and in addition a bad battery. Now they tell me that they won't replace the Windows 7 they destroyed. BEWARE. After 16 frustrating weeks I have a computer with no working battery and the windows 8 they replaced Windows 7. I now have over $800 of non-compatible products.
SACRAMENTO, CALIFORNIA -- Geek Squad, for real, this is the 4th time trying to sign into my acct. I pd. good money for. Gee, I think The Gee in Geek Squad should reflect.... duh Gee, can't still locate your acct! I am totally sick of this **! I have complained, but hey who cares, I already paid my $250.00 this yr. I am praying that someone comes along with a better system. Being on hold for over 2 hrs, they say is really good?? For this price? In this economy? REALLY? AGHHH!
If I was able, I would do so much better! I hope you are out there somewhere, to take over this horror of a website. I know someone will make money on treating people with "good common" courtesy, and REAL WORK! I hope you'll let me know! Thanks.
GRAND JCT., COLORADO -- We had just purchased a flat screen TV and sound bar from Best Buy. The following day we had trouble connecting the sound bar, so the Geek Squad came to our house to help us. The two young men were very knowledgeable about the product and gave us confidence that our problem could be solved quickly and professionally. The two technicians were Daniel and Mike.
They not only connected the components, they also programmed our remote and answered questions about other attachments we were contemplating purchasing. When they left we noticed they organized and bound together all the cords and cables which left a very organized affair behind the TV. We are very satisfied and would recommend the Geek Squad to anyone with problems with their electronic purchases.
NASHVILLE, TENNESSEE -- I upgraded my Sprint phone at Best Buy in Nashville and was convinced to drop my Sprint protection plan and go with "Geek Squad". I was promised that it covered lost and stolen phones and that I would get a loaner while waiting on my replacement phone. I asked 3-4 times if she was sure it covered lost and stolen phones, she assured me it did. My daughter and her boyfriend were with me and heard this... it's been 6-8 months now that I've been paying for this service. Someone stole my phone, I drove 30 mins to Nashville to report it lost and get a loaner.. only to find out they don't cover lost and stolen phones... that I was misled...
So now I'm out a phone and out my money. Maybe the salespeople work on commission or something but I was lied to and I feel stolen from. Geek Squad may be a good thing for others but for me... they suck. I'm without a phone now... thanks to them..
DETROIT, LOUISIANA -- Explained two pc issues. 1st, restart after missing icons after logging in, only happens 3 times in a week, 8/13. Then error 404 Apache 22.22 Popped up in a link, 9/4. I know this is stupid, minor. I guess they didn't understand. Both so called techs stated I needed to bring it in. Not once did they opt to take control to check the problem out. I had iyogi before, but they asked didn't they earn the right for me to add a good but 4yr old pc with them, in a aggressive tone, even though was not using and always try to sell you software like Tuneup that's included with service.
The thing is, at least they took online control to check problems and got it fixed. I got a nice computer with GS discount. Good deal I thought. I'm disabled that was the reason I liked online support. Plus I knew little more than avg. That I can fix some issues myself, it takes some time that I didn't really have. I tried Geek Squad cause I didn't want to delete the wrong file and make things worst. It runs good and fast so it wasn't that serious. Never again!
CHARLESTON, SOUTH CAROLINA -- I wanted to rate Geek Squad customer service ZERO STARS on Yelp but apparently this site doesn't let you do that. We purchased equipment at Best Buy on August 20, our installation was scheduled for 8/29. The installer had to leave partway through the installation due to a family emergency. OK, things happen. But he told us someone would call to reschedule. By 9/3 we still hadn't heard anything so on 9/4 we called, had to speak to TWO people. The second said he would check on it and send us an email. We did not receive an email so we called back on 9/5 and he said they could come out in about 10 days.
We paid for this service over a month ago and we have to wait another 10 days when they inconvenienced us by leaving in the middle of our service! We said this date was not acceptable and asked for another date. We did not get a response so on 9/6 as I type this I am currently on hold with Geek Squad. I have been on the phone for over 20 minutes. I was given a date of 9/16 — again 10 days away!
I know what they are doing. They say a supervisor will be getting on the phone but they are hoping I will give up and hang up. Advice – do NOT hire Geek Squad. Get an outside installer to install your equipment. You might as well buy it from another place while you're out there looking for an outside installer.
PARKER, COLORADO -- Their new Geek Squad policy of having to have an appointment has lost them this customer for all future purchases and I will be tell everyone thinking of buying from them to go somewhere else. 3 techs standing behind the counter visiting. Then one takes 15 minutes to try to find an appointment so we could bring the phone back to order a replacement when they could have had the phone ordered in that time.
Going to pick up a hard drive - not only had to come back at an appointment time (all they needed to do was grab and have me sign for it), but then when I came back and was 10 minutes early - everyone visiting behind the counter again - wouldn't take me early had to wait until my appointment time. We live 45 minutes from Best Buy and have our own business. I understand you wanting to have appointments, but they still need to give the customer the right to wait for a walk up appointment.
Even to do their normal scheduled appointment time, we have to block out 3 hours of our billable schedule for a 10 minute appointment to make sure we don't have any of our calls overlap our Geek Squad scheduled appointment. That is stupid business on our part to lose out on making sure our customers are taken care of. I have never been so mad at a customer service system - even sitting hours on the phone to talk with India.