Best Buy Geek Squad Consumer Reviews - Page 5

OKLAHOMA CITY, OKLAHOMA -- I visited my local Best Buy to cancel the insurance I have on my iPhone. The person helping me attempted to call the 866 number to help with my request, however, the wait time was going to be over 20 minutes. Since I had other appointments I informed the mobile representative that I would prefer to make the call myself when I had more time to wait. By all accounts, this individual was very polite and helpful.

This morning I call the 866 number and was connected to a Geek Squad Protection agent after approximately 20 minutes. Unfortunately, the agent had a difficult time comprehending my request and instead kept asking questions about other phone numbers included on my account. After several minutes getting nowhere, I asked to speak to another agent. At this point, I was transferred and subsequently disconnected.

After yet another 30 minute wait, I was reconnected to another agent. This individual was able to complete my request but was not very customer friendly in the process. I suggest Best Buy take a close look at their Geek Squad Protection agents to assess both their technical and customer service skills.

MEDFORD, OREGON -- My computer first started failing in early November, '13. It would not start consistently and after a while, it wouldn't start up at all. I took it in around mid-November, along with a pile of installation/software disks that went with it. My husband gathered them up and he was in failing health at the time. (He died 11/26/13). What neither of us had the foresight to do was write our name on all the disks.

After two trips to try to get it fixed (hard drive; motherboard) I received this online message from MS Office 2010, saying my license had expired because of dis-connection problems. That's when I looked for my disks to get the product key and could not find them. I called Geek Squad. One guy said he remembered me bringing them in but they didn't have them anymore and I must have them somewhere.

I called MS. They said I needed to call Dell since the Office program came on the computer. Called Dell. They said, no, all that info came with the computer. After about four phone calls back to Geek Squad, I talked to "Caleb", the head of GS at the Medford store. He talked to the boys in the backroom. They told him I had never brought any disks in.

As of this moment, once again, my computer is not starting up. Even though it's still under contract with them, I WILL NOT GO BACK THERE EVER AGAIN. They simply cannot be trusted. They're either outright liars, or totally inept. Right now, I can't even turn my computer on to do a backup for a new one. I cannot tell you how much I hate them for using this little old lady. Do. Not. Trust. Them.

MONTROSE, OHIO -- They are terrible.The whole thing is a scam. There are plentiful small shops that repair computers everywhere run by actual people that know about computers. Check Angie's List or a reliable review site and find a real computer repair place. Geek Squad hires guys that generally know very little about computers. The scam is to get you to agree to pay them $35 to have them send the computer to their repair facility, where you will wait a long time, until finally they come back with an unbelievably inflated repair cost - which may not fix the problem you are having.

Either way, they make $35 and you get to wait, and wait, and wait - both for the repair and then when you go try to pick up the "repaired" product. I only took the computer there because I bought it there as a "Best Buy special edition". That did not seem to help them know what was wrong. What a rip off.

OMAHA, NEBRASKA -- My daughter has a Chromebook. Recently the screen cracked and we had to take it to the Geek Squad because we have a warranty. My husband brought it in and they said they would call us with information. About 2 weeks later Best Buy called us repeatedly. We missed the call each time because we are busy people. My husband and I are both doctors.

Anyway we took our daughter to the Best Buy and she was excited to get her lap top back. We went to go look at the cameras because she might be getting one for her birthday. My husband came back and told us that the call they had so persistently tried to reach us wasn't about her computer. No it was about my tablet. They wanted me to come into fill out some paperwork.

When he asked about her computer they told him "Yeah, it's not even been processed yet." When he asked why he was told "because we have more important patients than your bratty daughter who is probably spoiled. It will take a few more weeks". My husband wanted to smack her there. Our daughter is not bratty. She is the least spoiled child you will ever meet. It's been 2 months and nothing yet. Needless to say, after we get the computer back we are never shopping there again. Rude and slow is what they are!

JACKSONVILLE, FLORIDA -- Took my husband's computer in for repair. Told him he would need more memory, but they did clean up the viruses. After 12 days, we did get his back. Seems to be running OK. When we picked his computer up, I took my computer in. I could only get into the Internet by going through Google. Then after I got to the website, it would do a crash dump. Now I am still waiting after 15 days. The manager said I would have it back today, but we stopped after going to dinner and it was still not ready. Another manager said it would definitely be done tomorrow. We will see but I am not holding my breath.

Please do not use the Geek squad at Best Buy unless you want to wait on your computer for days. Claimed first their employees were on vacation so they were shorthanded. Then now they had to fire some of them and are hiring new people. Good luck with that.

PASADENA, CALIFORNIA -- My son recently bought his first computer, a super expensive Surface Pro from Best Buy in Pasadena, CA. We shouldn't have bought it there since we've had nothing but problems w/ the Geek Squad ever since. First of all, the screen cover which was put on had air bubbles. Since he bought a full 3-year warranty, all things are covered, we took it back to have it re-screened. The second screen cover he had put on, after letting it sit the required 24 hrs. to let it set, still has more air bubbles. We're stuck on whether to have them put yet another screen cover on it or just say screw it!!! Bad covers or bad Geek Squad not able to apply the screen cover correctly?

Next, they were supposed to set up an email account for him. Well, when we tried to access that email account (Their password). The password doesn't work. We now have to go back to the store and try to figure this out. He's had the tablet for 6 days now and he's not been able to use it. He's beyond frustrated.

PANAMA CITY, FLORIDA -- When I purchased the computer, I thought I had purchased both protections. When I dropped my computer off, they informed that I had only purchased the hardware plan. I was okay, could please run a diag and see what's wrong with it. She told me that they would probably call me that evening or the next day, it shouldn't take longer than 24 hrs.

After 24 hrs, I called the store and was informed that it takes 48 hrs, okay. So finally, I get a call that it's ready. I went to pick it up and he informed that there wasn't any hardware issues, and I inquired about software issues, and he stated that they didn't check that since I didn't purchase the plan. Now I am sitting there thinking, I would have paid to have the software issues resolved if they had bothered to check. Total waste of time and the last computer or anything I will buy from Best Buy. Good thing I have my iPad that I didn't buy from Best Buy.

MACEDONIA, OHIO -- I got the Best Buy protection plan for my Android Incredible and one day I got the phone wet. I decided to take advantage of the plan and brought it into Best Buy for repair. The agent I spoke to said the phone and/or battery could be damaged and that he would first send the phone out. They then called a few days later and told me the phone was working? When I arrived, when they put the original battery in the phone, it would not work. They never tested the battery which the original agent knew could be a problem, since the indicator showed it had gotten wet!

Then they sent me a new battery by mail and I was to bring the battery back to Best Buy and pick up my phone. The phone worked but when I tried to charge the new battery, it did not get higher than 2%! I took the phone and battery back to Best Buy and explained that the battery was not charging? They called me the next day and said the phone was ready!

However, when the agent tried to transfer my contacts, the phone would not start because the battery was dead. He tried for 40 minutes to charge the phone and it would not get above 2%: They hadn't done anything! I am now waiting for another battery in the mail and am going to have to make my 6th trip to Best Buy to get the phone, which may or may not be working.

AURORA, COLORADO -- Endless game of calling Geek Squad 800 number and store (they both point the fingers at each other to get status and info.) and then they document that you picked up the product when in fact they created another service number so it doesn't look like they have had your computer an excessive amount of time (and they do keep stuff way too long). Then they say it takes 7 to 10 days to ship back. Really?! When you have had enough and call the store for a manager the real runaround begins... promises all kinds of things. Still waiting to see if that will ever come through.

MOUNT LAUREL, NEW JERSEY -- My experience has been horrific. It took weeks to get someone to come out and look at our television. Due to the technician being sick we had to wait an extra week. When they finally came out we were told that they would order the part and be out the following week to install it. One day prior to our appointment they call and said they would be able install for another week. "Customer Service" told me that they just never know when parts come in and it's like ordering anything else online. I paid a significant amount of money to have this plan and the lack of service is unacceptable.