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!
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..
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.
CHARLOTTE, NORTH CAROLINA -- Bought a Panasonic TV from Best Buy. Got the pressured sales pitch for Geek Squad service plan "they will come right out to fix your TV if there is any problem" (right). When it went out called Best Buy told to call Geek Squad, can't get a tech out for 4 days between 8 and noon. Tech calls 10 minutes after noon going to be late. So I wait. Gets here, looks at it for less than a minute, gives his expert opinion that it needs a new motherboard, orders the part, says it will come in in a week reschedule. Okay. Wait couple of days. I get a message that parts on back order. Call to reschedule.
Parts apparently going to be delivered on Thanksgiving day (right). Schedule for next day service to see if motherboard is the problem then go from there. Call Best Buy to see if they can help out in any way. They told me "well you could always buy another TV." They clearly do not care about customer satisfaction. Call Geek Squad again on a Sunday. Agent tells me that because the part will not arrive in time I would qualify for an exchange #. Please hold for that #. Wait around 10 minutes on the phone. Agent comes back. "Oh sorry. Department not open on Sunday. Call back Monday morning to get #."
Monday morning call once again. Have to go over the whole story again for the fifth time. "Please hold while I transfer you to that department." Wait another 20 minutes. Agent comes on, says that the delivery date which will be out of their days guarantee is just an estimate. Could ship tomorrow - just have to wait. Asked to talk to a supervisor. Told "no supervisor available." Okay I'll wait. No there is no supervisor here. Agent will put in the notes to call me sometime today. I am not happy. Can you transfer me to the complaints department. Agent tell me that she can not transfer but gives me the # which turns out to be the wrong #.
Call Geek Squad again. Ask for manager or supervisor. New agent ask to verify who I am so once again go through story again. Wait again for 15-20 minutes on the phone for supervisor. Have to go over problem. Once again Supervisor tells that while in fact because of the ship date does fall into the lemon policy just going to have to wait. "It may ship out tomorrow. We just do not know. But for your trouble I would like to take this opportunity to offer you a $50 gift card to Best Buy. Can I do that for you?" Like he's doing me some big favor.
I told to keep the card. I am more interested in having my TV fixed and with the kind of customer service you are giving me why would I ever step foot in another Best Buy again. Can I have the complaints department? "Can not transfer you but here is the #." Up to now I have called 8 times rings busy every time I wonder why? If you are looking to buy anything WORST BUY sells I would think twice and I would never recommend Geek Squad.
HOUMA, LOUISIANA -- Review I left for Geek Squad. When I sent my computer in I was asked if I wanted to pay to retrieve my hard drive in the event that it needed to be changed. ($165) I told the Geek Squad agent to contact me before making any changes to my hard drive. Before bringing the computer in to them I had my hard drive, and operating system checked by a certified computer tech. My hard drive was in 100% operating condition. So I knew what was wrong with my computer before it was sent off. LCD was bad, and wireless card problems, so I opted to use the $300 warranty that I purchased less than 1 year ago.
I signed the contract stating that I didn't want to pay to get my hard drive recovered. Told the agent clearly to contact me before changing my hard drive. today... got a phone call asking my wife to pay $60 to buy my original hard drive back, and an additional $250 to recover my info. and they needed an answer by tomorrow or my hard drive gets recycled. I think I'm being conned into paying these fee's. My hard drive was fine. I'm not paying a cent more for service that wasn't required or needed. I have 100% confidence in the computer tech that checked my computer. He is the top computer tech for tidewater marine services.
I expect to have my hard drive in the mail, and at my door step in about 7-10 days. If that doesn't happen, I'm going back to Best Buy, find the Geek Squad agent... start a war with him. I want to know why I was not contacted like I requested. I don't think that its very fair that they swapped out my hard drive, then try to squeeze money out of me to recover that info... again I know my hard drive was fine. I specifically requested being contacted before any changes to my hard drive. The agent stated... "no problem, just sign here to deny retrieval of any info". I was warned that this would happen, that's why I had my computer checked before sending it in.
I'm currently offshore,500 miles away from my computer, ill have it sent to me in a few days. My wife tried the computer, when wireless is turned on, my computer still won't find any wireless networks... so my problem still exist. On top of that Geek Squad wants me to pay $320 to retrieve my personal info. How's this for a rating? Did you get the answer you wanted?
I got my answer about the service that was provided to me by Geek Squad, good service that I paid for.
when I bought my laptop for $1300 I really couldn't afford the extra $300 for 3 year full warranty, but I bought it anyway, in case I needed it. When I needed the service, I now find myself being conned. $300 for warranty through Geek Squad, plus $320 to retrieve my hard drive and I still have a wireless problem. $620 total... my computer is on sale new for $830. I'd buy a new one before send them anymore money. Thank you for the service I did not receive!