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Geek squad sucks
Posted by on
ATHENS, GEORGIA -- I purchased a 42 in Insignia TV from Best Buy. I also purchased a 4 year black tie warranty. I did not realize then that Best Buy only used Geek Squad for their warranty. Two years into the warranty the power supply went out. called Geek Squad and they said that they would have a tech come check it out. it took a week for him to come out tell me it was a bad power supply and that he had to order parts. he said the parts would take 7 days. well the next Friday cam and he did return only to tell me he had brought the wrong parts(obviously did not check the parts number before bringing the wrong part to my house). he then said it would be another week and he would return on Friday. Friday came and no repair man so I called the 800 number only to find that my tech was not coming and he would be on vacation the following week.
when he finely showed up to fix the set he got it working somewhat but there was now a line down the middle of my TV. he said he would order another part and be back out in a week. the TV worked for 1 day and then went blank again. As I was looking for the problem I found that the whole back for my TV was bowed out and the screws were stripped. I called Geek Squad and they told me that my case had been closed out. after several calls and several hours on the phone they finely scheduled an outside repair group to come fix or replace my TV. it has now been over two months since my TV went out. Geek squad dis the worst warranty repair people in the business and their customer service is horrible also. I have always used Best Buy and loved the deals and in store service. But I will not purchase another item from them as long as they are partnered with the geeks at Geek Squad.
     
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Expect added sales pitch and wait time
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ANCHORAGE, ALASKA -- My computer booted but would not access internet. I gave my computer to the Geek Squad on Monday and agreed to pay $70.00 for the diagnostic. They agreed to run the diagnostic testing, call me for authorization to repair the problem, and actually repair the computer. They told me the whole process would take 3 to 4 days. At that time I failed to understand why it would take 3 to 4 days but reluctantly agreed. I have since found out why it takes so long to scan and fix your computer. I dropped it off on Monday. They informed me on Tuesday that the diagnostic test was completed and the computer had malware and viruses. We agreed to do a system restoration for an additional $130.00. On Wednesday when I called it was not done but they said a spot on the bench had opened up. So I was hopeful that I would get it back on Thursday. However, Thursday afternoon they call me to see if I wanted to pay extra for them to back up the computer before they started the system restoration (they should have asked this question on Tuesday…and they still had not started the repairs after another 48 hours). By this point I am thinking what kind of service is this? I should have just had a friend of mine do it for me. What a waste of time and $200.00. I’m still waiting for my computer. It isn’t that they don’t tell you it will be days before you get the computer but they don’t tell you it will be days because you are minor and insignificant to them. I believe they should just tell you that your computer will sit around waiting for a spot in the line while they call you to offer more services as a means of increasing you cost. I believe they intentionally do this to float your cost up to the point that you are forced to consider cutting your cost by buying a new computer (probably what I should have done from the beginning). I recommend you find somewhere else to take you computer if you are having problems. The Geek Squad only works to milk you for all the money they can possibly get while they string you along. Once again…take it somewhere else or just buy a new computer.
     
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Worst Mac Service EVER
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TALLAHASSEE, FLORIDA -- This is by far the worst computer repair/service experience I've ever had. After an accident rendered by Powerbook G4 unusable (busted screen, some damage to the body, no damage to the hard drive), I took the laptop in to Geek Squad to have the data from my computer hard drive transferred to an external hard drive. I took it there, rather than to an out-of-town Mac store, on the recommendation of a friend because I didn't want to be without my computer's info for long. After OVER A WEEK, I picked up the hard drive, and it was totally unusable. I took it back in, and the Geek Squad staff basically said "Oops, we formatted the drive incorrectly." I gave them a second chance to get it right, and more than a week later, they told me the external hard drive was bad. Which is crap, because it's only a few months old and I had used it the morning I dropped it off. After much arguing, it finally came out that the hard drive isn't bad, but the partition path was corrupted. They attempted to partition the drive without my advice, permission or consent, which was totally unnecessary because I never use a PC or use my hard drive with a PC, which I made extremely clear both verbally and in writing. So they ruined my hard drive, took my computer apart and didn't put it back together, and have now had my computer for three weeks, have lost valuable information, including video, on both my external hard drive and my computer hard drive, and have cost me twice as much as they promised. They have essentially lost an entire year's worth of valuable work documents and other items because they made a really dumb mistake and now can't figure out exactly what they did wrong. A key part of the problem is they seem to have only one person on staff who is qualified to deal with Mac, and his qualifications are doubtful. I will NEVER again take my computer to Geek Squad for Mac service.
     
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I paid Geek Squad 100 Bucks FOR NOTHING
Posted by on
I was HIGHLY disappointed in my service last month at Geek Squad. I spent close to 100 bucks for nothing. I brought my business laptop into Geek Squad because it intermittently wouldn't turn on at times, and I have to try turning it on sometimes 10-12 times before it finally boots. I thoroughly explained the situation to them.

After waiting a week, I finally got a call from the squad. I called back 14 times in two days, waiting 10 minutes + each time, but never got anyone on the phone. I finally drove over, stood in line for 1/2 hour, only to find out they the extent of their find was: They had done a scan and found some cookies & data miners on my computer. Big whoop, I do that every week with adware.

Then I asked, "so why does the computer intermittently not start?" NO CLUE. THEY HADN'T EVEN REPRODUCED THE PROBLEM. The guy had to go read the file to find out what I was talking about. 100 bucks, and I left with a computer that still has this same problem THAT I REPRODUCE EVERY DAY.

In my opinion, this is the poorest service I've experienced. I literally paid 100 bucks for a problem that the "geeks" couldn't even reproduce, which I reproduce every day. 100 bucks gone, only to be back at the same place I was before, with no answers or hints as to what's wrong. Wasted time and money. The representative was less than empathetic; no offer of recompense was given, just "see you later, next please." I have a very poor image of Geek Squad at this point.

When I have a great customer experience, I make it a point to tell everybody. The same goes for lousy customer experience - hence this post and many others I plan to make. I feel it my duty to warn all friends, family and colleagues of my bad experience at Geek Squad with no offer of recompense.
     
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Fraudulent Communication
Posted by on
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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Geek Squad and Best Buy Scam
Posted by on
ALTAMONTE SPRINGS, FLORIDA -- Geek Squad and Best Buy Repair Service is really awful.

1. They make promises they can't deliver regarding service times.
2. They don't refund charges previously charged "in case" that turn out to be covered under manufacturer warranty.
3. They create bogus charges and do not have any documentation of proof of charge agreement.
4. They lose items accessory items in for repair.

The details:
I brought in a Sony Laptop for repair that was purchased 8 months ago. I was told that if the error was the hard drive or other hardware it was covered under warranty. However I was charged about $ 250 "in case".

Several days later we received the laptop back and were told they could not put the operating system back to the way it was because we did not have the "recovery" disks from Sony but could order them from Sony.

When it was picked up they had replaced the hard drive, therefore was covered under manufacturer warranty. We were told it would only be the service charge approximately $ 60 since it was covered under manufacturer warranty. It's been 3 weeks and no credit has been placed on the original credit card for the extra $ 200.

Then we ordered the recovery disks from Sony directly. We received them.

Within 48 hours the laptop died again. No power. We brought it back to Geek Squad along with the power adapter and recovery disks that had been received and the data back up disk they had created when replacing the hard drive. (At that time they couldn't print a receipt because their printers were down. And they're supposed to be able to fix computers???)

Then Geek Squad said they could not fix it and were sending to Sony directly. About a week later we contacted Sony directly. They did not have any idea of where it was, turns out Geek Squad hadn't sent it yet because they didn't' have a box. (I'm not kidding. This is seriously what we were told.)

So I wait another amount of time. I contact Sony directly and they say that there is liquid water damage in the computer and it will be $ 1200 to fix it. (How convenient being we haven't even had it near any liquid.) So we have the laptop returned to the store. Of course I ask Sony if there's any charge, and he says no.

Best Buy Geek squad says it is ready for pickup. When I get there Best Buy has an invoice for $ 50 charge for labor. (No where did we ever sign any documentation or were advised there was any charge for anything.) Even Sony's receipt for the work done at Sony. says N/C for no charge next each item, including labor, shipping, and the like.

The Geek Squad representative can't explain why there is a charge. He gets the Best Buy Manager, who states that the store doesn't put the charges on the invoice, that it's done between Sony and Geek Squad Corporate, and if we have any question about the $ 50 we need to contact Geek Squad at the 800 number.

In addition the Sony recover disks they try to return to us aren't the ones we purchased from Sony. They are in a different case and completely different color than the ones we brought in. (Their invoice even denotes a different color of the recovery disks!)

WORST of all there isn't a data recovery disk either. They have no idea where it is, claim we never brought it in....remember the "we can't print a receipt" story?

At the Best Buy 800 number Customer Service the representative states that "labor and shipping charges" are all the same, and that the store manager can give me more information on the charges. I repeat several items back to the Customer Service representative making sure he is saying that the manager can give me information.

Basically the Best Buy Manager gave me the 800 number just to not deal with the complaining that was happening at the counter.

They had no intention of justifying the $ 50 charge. Even with Sony's receipt saying n/c they won't acknowledge they're making it up.
They have no documentation that we were given saying that there is any charge for the computer, shipping, etc.

So basically Best Buy Geek Squad is a REALLY BAD PLACE for getting your computer repaired, they charge you for things that are definitely covered under manufacturer warranty, they lose accessories, and then when you try to complain to the management they blow you off and tell you to call the 800 number who says the manager can resolve the situation.

Bottom line is they have the computer, and in order for the data to be recovered I'll have to shell out the $ 50 regardless of the above circumstances.


     
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Geeks in Geek Squad!!!
Posted by on
MINNESOTA -- Wikipedia states: The word geek is a slang term, noting individuals as "a peculiar or otherwise odd person, especially one who is perceived to be overly obsessed with one or more things including those of intellectuality, electronics, etc."[1]

This word comes from English dialect geek, geck: fool, freak; from Low German geck, from Middle Low German. The root geck still survives in Dutch gek: crazy, and in the Alsatian word Gickeleshut: geek's hat, used in carnivals[2].

I wished I would have looked up this word prior to calling to fix an email and browser problem.

I am not software savvy and I paid over $400 to find that out. The geek (true to it's name)just needed to reset a password for the email problem and remove the internet expl 8 upgrade, but instead offered to move a file from outlook express to outlook. He felt it would be more efficient. I said as long as I can send and receive emails and not lose any data, OK. I was having problems with the new upgraded Internet Expl 8 and asked him to uninstall this newly added upgrade.

After he left, the horrors began. I could send and receive emails, but the geek deleted all of my business contacts and email addresses. He merged a higher release of outlook express into outlook 2000. See above definition for geek.

As a merchant, I tried to access my credit card system to debit the customer's accounts and received a system error. After contacting the merchant service dept., giving them control of my PC, they had to fix some programs and reinstall the original programs that were installed over 2 years ago. See above definition for geek.

I contacted them and they sent another "geek". This one actually knew more and was unable to retrieve my addresses, but did fix the password problem and suggested that I upgrade my office, which I agreed with and he left.

Again, after he leaves, I try to send and email and it won't pull it from the address book, I have to manually enter it. Again, back to the geek calls. Long periods of waiting after I called and then told that they did what I had asked them to do. I then into Best Buy, talked to a general manager (older geek) and purchased the upgraded software and was told that if I still had a problem with my email system, I shouldn't put in the upgrade until it was fixed. He said that he would have a geek come out again and help with the upgrade. He calls after I leave the store and was told that it would cost another couple to fix and install, as they had previously done what I had asked them to after he had reviewed their paperwork.

At this point, I told him he has lost a business customer and hung up.

I paid #139.99 to iyogi.net (not iyogi.com) for one year's service and I gave the tech remote control of my computer and was absolutely amazed at how much analysis this man did first before he started to make changes. What a wonderful experience. I ended up having to call iyogi a total of three times as we trouble shot, for email, browser and printer connection problems. They optimized the system and I am completely satisfied with their service. Each time I called, I didn't wait and I had an expert take control of my computer within 5 min. It took them a total of three calls and about three hours to fix what the "Geek Squad" messed up. At iyog, one price, one year and unlimited calls 24/7/365. I could have bought three years of service for what I paid the Geek Squad.

Geek Squad really does have Geeks!!
     
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Geek Squad May Not Be Geeks
Posted by on
HIRAM, GEORGIA -- I was having trouble with my computer and took it to the Geek Squad. They said that I needed to max it out with more RAM. They installed it and although I felt I was overcharged, it seemed to be a little faster. However 2 weeks later, it opened with a black screen. I took it to Geek Squad and they said that I needed a new hard drive. They installed it and I took it home to load the recovery discs. It wouldn't load so I took the PC and the discs to Geek Squad and they said that they would have to charge me to load it. I left it there and the next week I called to find out when I could pick it up and they said that the disc wouldn't load because there was a scratch on the first disc. I called HP and had a new set of recovery disc sent and took it to them (unopened). The next week I called to find out when I could pick up my computer and they said that the disc wouldn't load because the first disc was scratched. Now I am getting somewhat suspicious, but I told them that those were new disc from HP. Then they said that the hard drive that they loaded may have been bad and that they would analyze it and call me back.

NO CALL. I called back the next week and asked for an update. They said that the hard drive was good and that they had called HP and ordered a new set of recovery discs that was being overnighted and they would call me when they arrived. NO CALL. I called back the next week and asked for an update. They said that the discs arrived from HP but it would not load and they didn't know what the problem was and they were going to clean it and start over and that they would call me when it was ready. NO CALL.

I just called back and asked to speak with the supervisor. They said that he was out for a couple of days. I called the 888-237-8289 number and may as well have been talking to the head of the "I don't know and I don't care!" department.

I called back to the store and was on hold for 47 minutes and finally spoke to someone who is almost in charge and he said that they were trying to load the discs and that he would call me with the results! Any bets on that call??

I am so disappointed with Best Buy. I usually deal with Micro Center and they are so knowledgeable. This is what I get for taking a NASCAR problem to a bike mechanic. I have learned a lesson!

Geek Squad is basically salespeople who may or may not own a computer. There are very few real techs that actually work on computers or know them. They will get your money, sell you stuff that you don't need, but they are not capable of actually fixing something past running a program or analyst software.

Best Buy sometimes has so good deals but don't buy their warranty from Geek Squad as they are only capable of running a cash register and not repair of your problem. You would be better served finding a local IT person who actually has had some training and experience on computer problems.

I have over $300 invested now and have not had a computer for over a month! I had to pay for my taxes to be done as all of my last years information is on my computer (turbo tax). I feel like a victim of theft by deception as they have my money and my computer and it is not being
worked on and no one there knows what to do.
     
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Don't Use Geek Squad If You Ever Want Your Computer Back!
Posted by on
SALEM, NEW HAMPSHIRE -- I dropped off my HP laptop 3 weeks ago at Geek Squad in Salem, NH. The computer was running extremely slow and it was due for a clean up. I had never heard anything bad regarding Geek Squad, so I packed up my computer and took it to the store.

I was met and greeted (after waiting in "line"...I was the next customer...for well over 20 minutes) by Agent Rick. He started my computer and claimed this and that was wrong with it. Fine...I know its slow, I just want it fixed. So he takes his required 20 minutes to review my computer and start the paperwork. This was slow torture but I figured it was part of the process. Finally after getting all of the preliminaries out of the way, I get the OK to leave and "someone will call you when its done". I had checked online and it states Geek Squad will have your computer for 3-4 hours.

So I called them back that day and I was pretty much laughed at for trying to get my laptop back. That was OK though...I figured it would be just a couple of days and that really wouldn't bother me.

A week later....I still have not heard from Geek Squad, although I am calling for regular updates. One of the calls, I actually spoke to Agent Rick and when I asked for the status of the computer he actually said "I have been on the phone all day giving people status updates..." (Well don't you think that they want their computers back???) I let it go another couple of days and again call back. This time I got a nicer Agent who stated he would start working on my laptop that night. They have now had it for well over a week! Again I am told someone will contact me.

SO yet another week goes by. "We got rid of the viruses but now there is a blue screen and we need your recovery disk." I didn't have it! So, I order the disk and thankfully HP gets it to me yesterday. (They asked what it was for and I bring them up to speed. I am told to never use Geek Squad because they overcharge and take forever....Thanks hp! haha)

Last night, my husband, son and I pack up and take the disk to Geek Squad. When I go in, I am thankfully not met by a wait but I do notice the 12 computers all running in the back....waiting for whatever work they need done. Lord only knows when they will see their owners again. Another Agent greets me and I tell them what I am in for. Its 730pm and I know that it won't get started today. When I ask if it will be done tomorrow he says...well I don't think so. WHAT??? He actually said to me "Well we have all of these computers that just came in and need work done on them." I inform him that I don't care about those computers and they have kept mine hostage for three weeks! To this he responds (because I have a business out of my house and I have now lost 3 weeks of income), "well if you had signed up for our business program, its free, then I would have to put your computer first." I told him that this was a trial run and I would not be using them for that service after this.

I just called my husband and we agree...if it isn't done by 3pm (5 hours from when they open...I was told it would take 5 hours to restore everything) then I don't want them to finish it. I am quite competent to reinstall the information on the disk as I have done it before. We will drive up there tonight and get back our laptop!

When we started this journey, we did not think it would be this bad! Please... if you want your computer back, don't use Geek Squad!
     
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Geek Squad and Best Buy are incompetent
Posted by on
PERRYSBURG, OHIO -- April 26, 2008: Screen Saver on our desk top, Dell XPS 400, freezes, computer locked up. Try to restart, screen all fuzzy, shuts down.

Make the mistake of taking it to Geek Squad, which is twenty minutes away
April 27: Geek Squad calls and says they cannot get into our computer without the Dell keyboard and mouse. Explain that Dells can be like that, have to drive the mouse and keyboard up there.

April 28: Told that our graphics card had gone bad (computer only 18 months old) and that it had 65 viruses and spyware on the computer. Said it would take around $420 to fix everything, promised computer would be good as new. (Did I mention I am in the middle of writing my dissertation, I NEED my computer) Tell them to go ahead and fix it.

April 30: Told to come in a get our computer, good as new. Pick it up, get it home and start it up. When we restart it again the computer screen just flashes and then dies. Call Geek Squad, please bring it back they say, and back we go. The guy pulls out the video card, says he reset it, it should be good to go.
May 1: Get up in the morning and the computer screen just flashes and dies again. Take it back up to Geek Squad, they mess around with it for over two hours, which I stay there looking over their shoulder. Decide that they had installed a bad graphics card, not their fault, will install a new one. Back home we go (picture me still lugging around my tower).

May 2nd: Screen on, computer working, but the thing sounds like it is about to take off. New graphics card has a fan that it just running as fast, and loud, as it possibly could. Do some searching on line and decide that this is not right, something is going to burn out, not to mention the fact that I could not even hear myself think when I was sitting next to the computer. Call Geek Squad, they say bring it back.

May 3: My wife runs it up there because I am writing on the laptop, and they tell here in a very condescending manner that the graphics card has a fan, it should run. She tries her best to tell them it is not running right, but all they do is tell her that they have done us a favor by looking at it again for free and give her a 10 gift card and send her home. (Picture my wife carrying the tower at this point.)

May 5: I call the manufacturer and it takes the guy I spoke to all of three seconds to say that there is no way I should here the graphics fan running when I am just using Word, I might here it when I am playing graphic intensive games. I tell him that it sounds like an airplanes ready for takeoff. I call Geek Squad and they say they checked it out and it is working fine, but if it will make me happy bring it up and they will look at it for free. (How nice) So up I go again to Best Buy and this time I call the manufacturer on my cell phone and have him talk to the Geek Squad Tech (who at this points says "I never thought to call the manufacturer to see how this card should run.") He then proceeds to tell me that we were right, it should not run that loud and says he will put in a new graphics card.

Manager comes over, gives me another $10 gift card (At this point me and my wife have spent $420 "to get our computer back like new" and over $50 in gas going back and forth) and explains to me they are doing this because they care about us as customers, but that the computer was fine yesterday when they checked it and that "something" must have happened when my wife took it home. I smile, because if I do anything else at this point I would probably have to be escorted out of the store, and leave. Get home and realize the guy never gave me back my mouse (which I had to bring up because they can't get theirs to work on Dells) and I call up there and the manager I dealt with before says "I'm sorry, we don't see it up here, you must have lost it on the way home." (Remember, they think I can not use any other mouse on my computer, which I can, when they can't, so they think they have just killed my computer.)

I strongly advise that anyone with a problem with their computer finds a local service that actually has experts and are concerned about their image to handle their problems.
     
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