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$70 Spent For An Incorrect Diagnosis
Posted by Justjohn on 07/25/2010
CRANBERRY TOWNSHIP, PENNSYLVANIA -- I brought my desktop into the Geek Squad because I was busy at work and really didn't want to deal with fixing this computer. At the time that I dropped off the computer, I reported that the hard drive was producing a registry error. I provided receipts for all of the equipment (computer purchased 06/07 at Best Buy and hard drive purchased 12/09 at Best Buy), and was told that if the hard drive proved to be faulty something would be done to provide a replacement hard drive. The Geek Squad engineer with whom I spoke recommended the $69 diagnostic repair would take care of the situation. I was told that I would hear something in three days. By the time that I returned home, I had received an email providing a case number. Three days later, I logged into the web site to find that my case had been closed two days previously and that the computer was ready to pick up. No phone call, no contact of any sorts. I called the store, and the engineer who answered the phone could not provide any explanation about why I wasn't contacted. But, he did report that the outcome of their work was that they diagnosed a BAD hard drive. Additionally, he went onto to describe the cost options that I had for replacement. When I questioned him about the fact that the hard drive had been purchased at Best Buy a few months before, he said that I would need to take it up with the manufacturer to obtain warranty service. Two hours later, I arrived at the store and picked up the computer. The computer was no closer to being fixed that it was three days before. I was simply out $70.

At this point, I really didn't want to spend my time working on fixing this computer, but felt that I had no other option. Once I got it home, I went to the hard drive manufacturer's web site and downloaded a utility that allowed me to repair the drive in less than an hour. At this time, it's working perfectly. Total cost for the repair (excluding the $70 I wasted at Geek Squad) - $0.

I feel like I received NO VALUE for the nearly $70 that I paid Best Buy. I did not need a diagnostic service, as I reported the type of hard drive problem (registry error) to the Geek Squad engineer when I first brought the equipment in. I needed someone to spend an hour, like I ultimately did, to get past the hard drive error and fix the problem. I explained that to the engineer at drop off, and he was completely confident that was the service that would be provided. In fact, he collected Windows and other driver disks from me to have when they corrected the problem (as it turns out, I didn't need to reinstall anything when I fixed the problem at home). If that service wouldn't be provided, why did he sell that service to me???? Here's the best part of the whole scenario - The 'expert' diagnosis provided by this diagnostic service was COMPLETELY WRONG!!! For $70, the Geek Squad provided the wrong diagnosis. The hard drive is, in fact, NOT BROKEN and does not need replacement. If I had believed the Geek Squad, I would have spent additional unnecessary dollars on a replacement hard drive that didn't need to be replaced.

But, why would that surprise me after this experience? Pardon me for being so naive. It just took a little while for me to catch on....

Lessons learned for me from this experience:
1. I have learned that I need to take the time to perform my own computer diagnostic and repair activities, and I have no need for Geek Squad. I can deal with the computer equipment manufacturers myself, thanks to the web and a telephone. Thanks for reminding me!
2. I must be an expert (though I didn't think of myself as one before) and will consider myself one from this point forward. I must be one because I was able to fix a problem when Best Buy's Geek Squad couldn't even they were being paid to. As of today, I am providing expert computer diagnosis and repair to as many of my family and friends as I can. And, unlike Best Buy, I am doing it for free. That way, when the occasion comes that I can't fix a problem, I can step away saying 'You got what you paid for' - something that Best Buy can't say to me in my recent experience with the Geek Squad.
3. I have learned that the word 'expert' is thrown around much too freely and that the meaning of the word varies. At this time, my opinion (and that which I will be sharing with all of my fellow IT co-workers) is that the Geek Squad is 'expert' at collecting revenue and providing not much in return.
4. Never buy a diagnostic service where the service accuracy isn't guaranteed!
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Posted by leet60 on 2010-07-25:
I am not a proponent of Geek Squad by any means. I just wanted to point out to you, that when a hard drive produces and error, that can be fixed by a utility download from the manufacturer it usually indicates a bad sector. Most hard drives with bad sectors will eventually fail again when repaired in this manner. I suggest you get a good backup of all your information and when you are able to get a replacement drive (just not from Geek squad LOL ). Good luck.
Posted by Venice09 on 2010-07-25:
I enjoyed reading this. It was very helpful.
Posted by Helpful on 2010-07-25:
I was about to suggest the same as leet60. The utility you spoke of could just have easily formated around the bad sector(s) in order to make the hard drive still usable. By ignoring this fact, you may find that the hard drive continues to come up with errors and, if not addressed at this time, may be outside of warranty coverage at all.
Posted by SteveWiginowski on 2010-07-25:
I would take it back to Best Buy and explain the situation. Explain that you diagnosed the problem before you took it in and that the Geek Squad said that they would fix it for you for the $70 fee. They gave it back to you without fixing it, but you still had to pay the $70 fee. All they did was re-diagnose it, which gave you the same answer that you gave to them. They should refund you the money.
Posted by CrazyRedHead on 2010-07-27:
I just got my computer out of Best Buy. It was smurfing me and going into a cycle. I ran every scan that came with my computer, even tried reinstalling windows to the factory settings. It finally went into a blue screen cycle and wouldn't let me continue to load windows. I had a bad display driver. I had it diagnosed for $25.00 at a local computer repair shop, but found out that it is under the extended warranty. I then took it to BB and explained the problem. They were able to duplicate the issue and sent it to the repair facility. When it came back the first time they discovered that the fan was bad and sent it back. Over all I waited about three weeks and now it is back and working perfectly.

You should try and find a good local computer repair shop next time you run into troubles. It'll cost you less and you may even have the diagnostic waived if there is a problem found and they have to do anything, of course you will have to take it up with the shop, but you may save quite a bit this way.
Posted by Bill L. on 2012-12-02:
Sounds too familiar? I also did not have time to mess with my computer so I took it in to the Best Buy in Colonial Heights Va. Initially they could not get the boot to show on any of thier monitors at the store so I paid my $70 and told them to have at it! I was told the motherboard was TOAST but luckily my hard drive was fine! What a relief! So I purchased my NEW tower and went home carrying my wounded computer with me. Opened the case in my office and noticed that the heat sink on my processor was nasty! I know? My fault! So I cleaned out the entire case and reinstalled the hard drive and a miracle occured! My computer still worked! You would think that for $70 they could afford to clean the computer they were about to work on. That is really NOT the issue. Thier technical expertise is limited at best. Well they got me once! Never again! In conlusion? Geeksquad has no Geeks!
Posted by Bill J. on 2012-12-31:
To all above comments.. Please reference this awesome website for future common sense PC issues... www.google.com
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They Pick and Choose Who They Contact for Repair Confirmation
Posted by Creativelittle1 on 05/11/2010
I sent my computer in to have my USB port looked at, we only discussed my USB port because it came unglued. We never discussed the performance of my computer, and I was happy with the performance of my computer so there was no reason for them to even evaluate the performance of my computer. It was never a topic.

They had me sign a piece of paper saying that I didn't want to pay $99.00 for them to make back back-up disks, and I went along with it because there was no reason for them to do anything to my computer except to glue the USB port back. I just assumed they had to ask me that as a protocol but I didn't think it was necessary because I didn't come to them with that kind of problem. I was later informed that because I signed that document, that there was nothing anyone could do to help me further, however, when I signed the document, I was not informed that a full diagnostic would be ran on my computer, and that the Geek Squad would be replacing parts that were failing, since the computer was still under manufacturer's warranty. (without consulting the customer first, and I was promised that they would consult me first). This displeases me and raises the question to me about the importance of customer service to the Geek Squad, because they never gave me the opportunity to make a decision as to weather or not I want to allow them to fix the new-found problems or not.

So instead of just gluing the USB port, they went into my computer and looked around and identified problems that were not issues to me. They said that my hard drive was failing, (which I doubt). I was very happy with the performance of my hard drive, and they DID replace my hard drive without letting me know it, and I think they should be held accountable for not staying on task because if they did find something unusual with my computer that "WE DIDN'T DISCUSS" then the responsible thing for them to do it to contact me so that we can HAVE that discussion. In fact, I had an agreement with the employee who took the computer, that nothing would be done to it without talking to me first.

I later spoke with someone in Consumer Resources and she told me that they do courtesy calls "sometimes". Why not "all" the time? I spoke to someone else who worked at the store and was told that only people without the manufacturer's warranty get these calls. Why only them? ESPECIALLY when replacing a Hard Drive... I mean really!

I believe they did it to spite me, because I didn't pay the $99.00 to make back up disks, and now there is no way to prove it, because my old hard drive has already been refurbished. As far as that goes, why was my old hard drive refurbished and given to someone else, instead of being given to me? I was told that it was because the hard drive belonged to the manufacturer, but wait... didn't I buy the computer? Wasn't the hard drive included?

So we have a promise that was broken, we have what I consider an invasion of privacy, when they went into my computer looking for a problem when all I wanted was my USB port fixed, and now all of my memories, and every program I had with that computer is gone. The pictures of my deceased grandmother are gone. I equate this with taking my car in for an oil change, and it being returned to me with a new engine without my permission.

The sad part is that they are getting away with ruining my computer because I signed a document saying that I didn't want them to make back-up discs for my hard drive, and they are getting away with lying to me about saying they would contact me about the "new issues" (if there were any) which they failed to do. But my complaint is this:

Why only contact customers with NO manufacturer's warning, and allow them the options to have their computer fixed or not when new-found problems arise, and NOT contact the customers that are still under warranty when new-found problems are discovered? ESPECIALLY Hard drive problems? Best Buy and the Geek Squad have lost another customer because of their lack of good customer service.
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Posted by Alain on 2010-05-11:
Based on what I've seen (here) and heard (neighbors and friends) and I won't be taking my computer to Geek Squad or Best Buy. Thanks for the input.
Posted by oldisgood on 2010-05-12:
I guess I will never really understand why anyone would take their computer into Geek Squad. There have been nothing but complaints about them. Why wouldn't you just look in the phone book and call up the nearest independent computer repair business? They, in my estimation, are a whole lot cheaper, faster, and more thorough. Just my suggestion.
Posted by PepperElf on 2010-05-12:
i think people go there cos it's easy to find
and when you don't know much about your computer it's tempting to just drop it off there, not understanding what may happen

and yeah you will prolly get better service from a small shop
but well it's a bit of a catch 22...

if you know the smaller shop will probably be better... most likely you know more about your computer anyway, so you may not need help.

Posted by Creativelittle1 on 2010-08-16:
I took it to them because I purchased the computer with Best Buy, and it was much like what PepperElf said. Easy, convenient. Plus, they offer a Service that is supposed to be highly esteemed, but the sad reality is that it isn't good quality service, and they don't care about customer satisfaction.

My overall thoughts on the company dropped even lower once my father (who lives in a different state on the other side of the country) bought a computer, and the Geek Squad was supposed to come to his home and set it up for him, and they didn't show up for the appointment, so he called and cancelled with them. Before, they had lied to him saying that he could get Internet cheaper through a different service than the one he was planning on going with, which offers free virus protection that "Best Buy" was going to charge him 70 bucks to purchase at the store. I told him about my ordeal after he had his mishap, (we rarely talk) and he is now boycotting them as well.
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Fraudulent Communication
Posted by Acspsych on 08/09/2009
AKRON, OHIO -- I brought my 4 year old Apple to Best Buy Geek Squad due to sporadic shut downs. After reading information on the internet about similar problems, I informed the Geek Squad that I suspected a bad power supply. They informed me that they charged a $70 diagnostics fee. They also informed me that there would be a $100 charge to add 2 gigs of RAM about which I inquired. After three days, I got a call stating that the problem was in the Operating System and that a $130 services was needed to fix the problem. The 2 gigs of RAM were now going to cost $170, not the $100 originally quoted. Service to fix the problem was OK's, but addition of the RAM was not. I had just updated the OS several months before, and never had a problem, but they are the experts, right?

Several more days passed, calls were exchanged, and I was able to pick up the computer. After bringing it home, it shut off just as before. They said it was still under warranty for the services performed, and to return it. After several more days, I received a phone call stating that the problem was the power supply after all, a suspicion I reported when I brought there in the first place. I was informed by the Technician that the power supply was a "proprietary" item, to which they did not have access. "If you can bring us the part, we can put it in." Promises of obtaining the part number and returning phone calls were not kept. I was informed by the Technician that my service charge (prepaid prior to work performed) would be refunded.

I informed them that I would pick up my computer and wanted a full refund, including the diagnostics charge because they withheld information about not being able to fix a suspected problem in the first place. The supervisor stated that it is not their policy to refund and that all services were OK'd by me. They offered to find and install the part, which previously was unavailable. By this time, Geek Squad had proven themselves to be non-trustworthy and inept, so further service was declined.

The Geek Squad wasted 2 weeks of my time, performed unnecessary work, delayed repair of my computer, and they refused to refund any of my $212. I filed a complaint with their central public relations division, but they reported they could do nothing about securing a refund. They seemed genuinely disinterested that their employees provided misinformation, low-balled estimates, performed unnecessary services, failed to follow through on promises, and showed a pattern of general deception. Resolution will continue to be pursued.
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Posted by Anonymous on 2009-08-09:
This is where small claims court comes in handy.
Posted by madconsumer on 2009-08-09:
sounds typical of them.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
You're Kidding Me, Right?
Posted by Marshallcreekranch on 01/01/2013
SOUTHLAKE, TEXAS -- I made an appointment to have our Home Theatre looked at. Direct TV said they thought the HDMI cable needed to be replaced. I made an appointment for service, and the Geek Squad was to arrive between 8am and 12pm on Monday, Dec 24. "Mike" said that we should be prepared for an 8am arrival, so my husband and I were up, dressed, and ready to go. By 2:30, no Geek Squad. We had household guests arriving throughout the day, had plans, but had to wait for the Squad. I called at 2:30 to check and see if they were just running behind. I was told that they "tried to reach out to me and let me know that they would not be seeing me today." WHAT???!!! First of all, you tried to "reach out to me?" We've been here ALL DAY WAITING ON YOU!!!! NOBODY "REACHED OUT." The worst thing is they never offered any other reparation. I have 14 people here for Christmas, 6 DVDs to watch in the theatre, but now I have no theatre for the holiday.

As a business owner myself, I would have at LEAST expected an offer to discount a future appointment. They just kept saying, "I'm sorry, we tried to reach out to you." All I can say is I will NEVER use Geek Squad and will make sure ANYONE who asks me about our office or home theatre repairs hears my story. Shame on you!
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Posted by CUontheFlipSide on 2013-01-01:
Do you know that you can purchase a HDMI cable just about anywhere, and replacing is merely a matter of plugging it in? Calling GS to do this is like calling an electrician to change a light bulb.

One caution, if you go to BB to get the cable they will try to sell you an $80 cable when a $20 cable will serve as well.
Posted by trmn8r on 2013-01-02:
I agree with the previous reply - using BB for this problem is a really expensive way to go. I bought an item I saw at BB with a $69 price tag on it online for $9.99.

I would ask why it is that they could not successfully reach out to you. Winding up not available for service calls does happen. Did they have your phone number? Did they say that they got no answer, something else?
Posted by At Your Service on 2013-01-02:
People not keeping appointments is a huge gripe of mine. I'd get rid of them on the spot.
Posted by Mike in FL on 2013-01-04:
What sort of home theater set up do you have that requires a call to the Geek Squad to replace it? Is everything integrated behind a wall that's not easy to get to? That's the only reason I can think of for a call to the Geek Squad in the first place.

In any case, it seems like there might have been some incorrect information in their database. Perhaps a mistyped phone number or e-mail address. It happens.
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Incompetent / Unreliable
Posted by Clhidalgo on 11/30/2010
I have now been without a washing machine for 2 months due to incompetent repairmen and apparently incompetence in ordering parts. I really can't say enough about how upset I am with this company, if you can call it that!
They could not even get my phone number right after mote than three tries.
If you have ANY choice in the matter stay as far away from them as you can - RUN.
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Geek squad is a waste...scam!
Posted by Sevenr34 on 10/14/2010
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.
im 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 tidewatwer 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, im 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 swaped out my hard drive, then try to squeeze money out of me to recover that info....again I kmow 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, thats why I had my computer checked before sending it in.

im 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.
ontop of that Geek Squad wants me to pay $320 to retrieve my personal info.
hows 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, incase 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....id buy a new one before send them anymore money.
thank you for the service I did not receive!
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Posted by Freddy2Times on 2010-10-15:
Okay, I do hope that this advice will work for you or someone else.
Accessing a wireless network is pretty separate from a functioning or not hard-drive.

Now, I cannot speak to the need to totally reformat a hard drive if it refuses to recognize it's wireless ports. (It really sounds like they were just trying to hit you for more cash, but I unless I saw your laptop, I couldn't prove it.)

So, okay, if you or anyone else has a similar issue, buy a big flash drive-- they do make some that are just as large as laptop memory, price about 60-75 dollars. Drag and drop all important folders, and then, once you know they are on the flash--DELETE them from the laptop or PC.

(Put into recycle bin, then empty it, delete all cookies via disc clean up, and remove the history. I think reformatting as well afterwards might be a good idea. Otherwise, and VERY especially if you use Google Chrome or an older Modzilla, anyone who accesses that PC will have stored passwords to your online banking, online game codes, etc. Real scammers can probably still retrieve the info, but naughty Geek Squad folks won't be as likely to. )

Let them kill the hard-drive and registry, and totally reinstall your windows. The info you backed up on the flash drive should be there, though you might need to download new patches for your Adobe reader and drivers. The websites related to those services should have fast, free patches.

And next time, call your service provider. They may be able to do a soft reset online, and just restore the service to the PC, or walk you through whatever registry issue you might be having. They'll probably do it for free too.

If you have a warranty on non working machinery, just make them replace the whole thing, rather than "fixing it". Odds are, if it was broken and fixed, it'll have a similar problem later. Argue until they do so, after all, you paid quite a bit for the service.
Posted by lobo65 on 2010-10-15:
Take your computer to a local repair shop. Yes it will cost you extra in addition to what you already spent on a warranty, but you'll get your computer back much faster. I use a local guy, and he has never charged me over about 60 bucks to retrieve, or clone my old hard drive.
Posted by MRM on 2010-10-15:
I wish I could charge my clients that high amount of money to fix their computers but I wont.
Posted by sevenr34 on 2010-10-16:
the computer in question is a 2009 asus g50v.
thank you all for your thoughts.
my wife spoke with the geek squad agent,he states that by signing the contract,ive agreeded to give my info to them.....and they can do whatever they want with it.
and i cannot get my information back.
Posted by sevenr34 on 2010-12-09:
the story gets worse!
after 2 weeks of use the new hard drive crashed.
i contacted asus,they told me to have best buy send in my computer.best buy refused to send the computer to asus.
they now want to charge me $130 to recover my hard drive,they claim a windows file was deleted and causing my computer to pull up a blue screen of death error.im still offshore,when i get home next week im going into best buy,speak with the manager,and their manager.expect to hear about it on the news....lol.
Posted by 100catsskinned on 2010-12-09:
Okay guys the problem is really Best Buy and Geeksquad. They are nothing more than scam artists that honestly believe that the customer can't think for themselves. Reason I believe this? I ran into a similar problem with these two parties. My advice is to simply not to deal with them. Do not buy extended warranties from them or allow Geeksquad to even remotely touch your computer, the end result will cost you even more than you bargained for.
Posted by sevenr34 on 2010-12-10:
i agree....but ive contacted asus before going to best buy,they claim inorder to honor the warranty,i have to deal with best buy,and geek squad.asus states that best buy and geek squad are certified repair reps for asus.
and ive been offshore for a few mths now....so what can i do.
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Total Rip Off.
Posted by Lexitaylor on 08/24/2010
SAN DIEGO, CA -- A few months ago my father's laptop malfunctioned. It would turn on but would only reveal a black screen with the little white mouse. After several attempts at trying to figure out the problem my father (without my knowledge) decided to take it to the Geek Squad at Best Buy in Mission Valley located in San Diego, Ca. They said they needed to keep the laptop for over a week to fully diagnose the problem and also told him to order two recovery discs from Toshiba which cost him an extra 30$ or else they wouldn't fix it. My father is a 64 year old honest and kind man who likes to believe people are too good to rip others off. They charged him $298.98 to fix his laptop, which in turn only broke down yesterday again. He called me asking for help since he didn't have the money to bring it in again. After he told me the stories of how they treated him with no respect, rolling eyes and exasperated huffs, taking their time to "find his computer" while he stood there on a bad leg (he walks with a cane) and acting like he was wasting their time I was in shock. I asked if he still had the recovery disks he had bought and he fortunately did save them. I had my doubts about Geek Squad for some time now but refused to believe they would go so far as to rip off an old man for 300 bucks just for putting in a CD. I decided to give it a shot. After putting in the CD the laptop pretty much fixed itself after asking me to do a System Restore which restores your computer to an earlier time where no problems of any kind were wrong with it. After clicking the button and waiting about 5 minutes everything came back on again in full working mode. The laptop works beautifully now, and all thanks to a 30$ Recovery CD he only had to buy in the first place. I took a look at the receipt given to him and was even more shocked as to find what bullsh*t it had on there such as labor and time. 300 bucks to put in a CD, hit a button and wait 5 minutes doesn't sound like labor and it definitely didn't take any time. I'm a self proclaimed geek with the computer and can tell you Geek Squad is a bunch of crap. If you'd like to try Geek Squad out, by all means go for it I will not stop you, just do so at your own risk and please keep in mind, these people are just a bunch of snobby college students looking for a quick buck. ANYTHING they can do, you can do trust me. They didn't go to school for this stuff. And you would have saved yourself a sh*t load of cash and valuable time, trust me.
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Posted by CaptainSpaulding on 2010-08-24:
After I had a problem with the computer which I had puchased at Best Buy, I found out the hard way that the Geek Squad are nothing but a bunch of incompetent rip-off artists. Contrary to their name, they are not "computer geeks", they are scammers!
Posted by lobo65 on 2010-08-24:
I always take my computer to a local repair guy, and he never keeps it over 3 days before it is fixed--at a reasonable price too.
Posted by Helpful on 2010-08-25:
The way this complaint is written, it could have been that there was some hardware issues addressed and serviced by the Squad. After which the recovery disc resolved the problems, replicated by malware.
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Don't Get Service From Geek Squad!
Posted by Geek hater on 09/17/2009
Okay, where to begin? I had boought an HP laptop and was told by a Best Buy associate that it was a "pretty good one". After having it for about a month it began freezing on everything I was trying to perform on it. It then megan to do check disks at the beginning when I started it up. I took it to Geek Squad (i have the "black tie protection" plan) and explain what is going on with it. 2 days go by and they say it was a minor problem with the drivers that needed to be instaled and they would be charging me over $100.00 to fix it. I told them no and I would go pick it up. After I get it, all of my data was lost on it and it is running worse than befor. I then went back and asked what they did to my computer and they said that they just ran a diagnostic on it. I asked if that wipes out all of the info and they said it was an error on my behalf.

I then had them look at it again and they then said it was fine, drivers needed to be installed and it would run fine. I get home and call HP support and they tell me that the hard drive seems to be going out. I then take it back to Best Buy and talk to the general manager and ask him if he can do an exchange. He allows it. I ask a Geek Squad guy what a good computer is and he recommends a Dell to me. I get it and it is working good for me. About a week and a half go by and it starts freezing up and doing pretty much what the other one was doing. I take it to Geek Squad again and they tell me that it is running fine.

I get their manager and ask him to take a look at it (he looks like the only one older with experience) and he tells me that he will run a diagnostic on it for me and give me a call the next day, since it was so late in the day already. I get a call the next day and I was told my hard drive went out and it was replaced. I was kinda upset because I lost all of my data again, but I figured at least the problem got fixed. I get it back home and it is making a loud noise and is getting extremely hot, not to mention the keyboard keys now have a huge lump in the middle of the keyboard. I take it back and the "special agent" tells me that they don't do work of that nature and it was something that I had to have done to it. I explained that I had just picked it up literally an hour before and it was still my fault. He then stated that I would have to pay for the damages on the computer if I wanted them to get fixed that the black tie service did not cover it. I then said I could break it and get a new one and he then told me he was going to note it in my file that I was aggressive and I was going to intentionaly break the computer, not be an accident. I then called the store manager and spoke with him and he gladly exchanged the unit and offered his apologies. I then got an ASUS which I was told was "top of the line" by geek squad. I get home and the thing is vibrating like crazy. I then take it back to Geek Squad and the new geek is now telling me that it was normal. He then made e seem as if I was a liar and was imagining the vibrating in the computer. At this point I was ready to ring his neck, but I kept my composure and then my wife steps in and began yelling at him (which was funny to me). She told him that we are not crazy and we know that it is not normal for a laptop to vibrate. A Best Buy manager then came over and asked if there was something he could help us with. My wife began giving him an earful and I just felt sorry for the manager and I stepped in and kinda calmed my wife down. The manager stated he understands our frustrations and he will be willing to help us in any way and told the Geek Squad agent to do whatever makes us happy, shook my hand and departed. I then told the agent that I just wanted my money back and he then cooked up some story stating that we needed to pay a 15% restocking fee. I then showed him on the receipt that it does not apply if the product is defective. He then stated it was not defective and he was going to be charging the restocking fee. I then asked for the manager and he stated that he stepped out. I asked an actual Best Buy employee for the manager and explained the situation and this girl brings me the same geek. I then told him I was done speaking with him. He then suggested I just take my computer home with me that it was a good computer and nothing was wrong with it. I asked another store employee for the store manager I had spoken to and I was told he had left for the day. I then took my computer to a different Best Buy and got my money refunded without any incident at all. So.....if that doesn't tell you anything about geek squad, then I don't know how much more in depth I need to go. Bottom line, I don't trust geek squad, of all my hours I spent at their little huts, I just hear complaints from other customers on how they screwed up their computers and not to mention the jobs they had done on mine. The customer service sucks also. I had talked to maybe 2 cool guys that worked there, but they were impossible to locate when I needed them. I will never take my computer to another Geek Squad location again.
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Posted by oldisgood on 2009-09-17:
Boy, you sure had your problems. I do feel sorry for you. Whereever you live, surely there is an independent computer fixer guy you could take your computer problems to. I have one in my area that I swear by. Also, when I needed a new computer, she built me one from scratch cheaper than what I could have gotten at a store and so much better service. I might be worth looking into.
Posted by PepperElf on 2009-09-17:
i also recommend talking to someone - besides BB/geek - about some simple tweaks you can do...

like reviewing what programs start running when you start the computer up, and what ones you really need.

back when mom was using her XP dell, it was getting slow. so one day i sat down and tackled it.

I reviewed every single active process and looked them up online to see what they were and if they were necessary.

I found 2 that weren't really needed and, when running together, can slow a computer.

I also reviewed what programs were automatically running when the computer started up. Programs I knew weren't required at startup (like quicktime) were turned off.

(though I live by the rule that - if i don't know what it does i don't disable it)

Combined with taking her off of AOL, I ended up making her computer a lot faster.
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What a Scam!
Posted by GeekSquadHater on 05/28/2009
SANTA ROSA, CALIFORNIA -- The Geek Squad charged me $284 to remove a virus they convinced me my virus scan software couldn't remove, and deleted all of my drivers, disconnected my server to my business email, and made my internet only work in safe mode.

They installed a "24 hour Geek Squad Chat Module" on my computer, and when you ask them how to fix what they've screwed up, their only reply is "bring it back...it'll only cost $79.99"

What a complete and udder rip off!
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Posted by MRM on 2009-05-28:
You should have came to me as I charge only $50 for those service that you've stated. Yea, Geek Squad are a rip off, indeed.
Posted by Soaring Consumer on 2009-05-28:
At this point I suggest that you back up all of your work, clean format the drive, and reinstall Windows.
Posted by Anonymous on 2009-05-28:
You paid GS more than the PC is worth. At this point they need to get the PC working without any extra cost. And follow the excellent advice SC gave.
Posted by ejack053824 on 2009-05-28:
The only payment the Goon Squad would get from me is a "Middle Finger" right in their faces. I go to a local Mom an Pop computer shop for whatever I need. I think the most I ever spent was $75.00 there and they did a boat load of work on my system.
Posted by DigitalCommando on 2009-05-28:
"udder rip off" That's what I call skim milk.
Posted by Anonymous on 2009-05-28:
The Geek Sqids attack again. They are like a bad sci-fi movie.
Posted by Anonymous on 2009-05-28:
LMAO DC..you're on a roll today.
Posted by DonaldMo on 2009-07-29:
A Little bit of free advice, I run norton 360 and I also run Lavasoft\Ad-Aware, this is a verygood product it has help me alot in the past years. You can get a free one for home and also buy for bussiness, I learned about this product from my Nephew years ago and have always use it with norton their web address is: http://www.lavasoft.com

good luck
Posted by PepperElf on 2009-07-29:
or just avg.com

it's not free anymore - but it's one of the best programs i've seen
and it's cheaper than paying geek squad to screw up your computer
Posted by Anonymous on 2009-07-29:
Avg is still free:

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Geek Squad should be Weak Squad
Posted by Weaksquad Basher on 11/01/2007
MESA, ARIZONA -- They are expensive, slow to respond and ineffective. We had a laptop for our business that needed optimization, we felt, as it was a little sluggish. They took off Norton, installed their own anti-virus software, and now it barely operates. We asked them to put it back, and they said, sorry, but now you have a Trojan virus and that will be another $300 bucks. Wait a second, you just charged us $250 to damage our computer, and another $300 to fix it?!?!?! What a racket! Same kind of thing when I had a defect at Best Buy I found in the first week of owning a digital camera and buying the 4 year service guarantee. They held my camera hostage for 6 weeks before repairing a manufacturing defect. They suggested I buy another one, and return it when mine came out of repair. With their return policy? No way!

They said if I didn't buy the service contract, then I could have had it replaced...How messed up is that?...How messed up is this company? I try to avoid them at all costs...Apparently my business partner felt he should go through Geek Squad because they'd be easy, convenient and reliable. HAH! Please don't let other people make the same mistake.

It is true that both of these problems came out of their Mesa, AZ store, but everyone I've spoken with seemed to be reading out of the same play book.
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Posted by MRM on 2007-11-01:
You must be the cousin of DebtorBasher. Use the restore disk to set your laptop to factory settings. *WARNING* Before using the restore disc, please backup your importaant data as the restore process will wipe out your hard drive clean. No need to spend $300 just to do a simple job.
Posted by Anonymous on 2007-11-01:
Geek Squad is a rip-off. Do not use them. Next time check for a reputable local PC repair shop.
Posted by Anonymous on 2007-11-01:
I agree with MRM and HappyJoyBear. Very good points.
Posted by Anonymous on 2007-11-01:
Agree with everyone, the Geek Squad is a criminal racket, they have been busted for stealing peoples data (Santa Clarita Calif location and others) and all sorts of other bad stuff. If you really like getting screwed over use the Geek Squad. (VH post)
Posted by Anonymous on 2007-11-01:
Geek Squad and their ilk are in business to make a profit from consumers who haven't a clue about their computers.
Posted by killerklown on 2007-11-01:
You don't really have to know much of anything about computers to get a job on the geek squad. Just a very, VERY basic knowledge of computers is all.
Posted by jktshff1 on 2009-02-19:
weaksquad...I like that.
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