Best Buy Geek Squad Consumer Reviews - Page 6

Purchased a Asus computer upon Best Buy suggestion. I purchased Geek Squad warranty. The computer kept freezing. I'd bring it in and describe the effect of problem. Geek Squad would fix everything but the problem. Best Buy said they did not repair software problems. I let the warranty lapse because it didn't solve my problem. Recently I called the Geek Squad to discuss the problem again. They now say that because I let the warranty lapse I will have to purchase another one at $200.00 for another one.

In trying to explain to them that they did repair the problem when I had the warranty before, they are just saying "I don't know!" There is no way to talk to corporate. I emailed they too, no response. They are selling warranties that they do not honor.

Went to the Best Buy in Cool Springs, TN to buy a bigger hard drive and Win 7 upgrade for my Dell PC. Asked the Geek Squad guy a couple of questions on moving everything from my old drive with Vista to the bigger drive to have Win 7. Turns out his advice was completely wrong and I ended up wasting a ton of time installing when ultimately Win 7 would not register properly. I called the store and was told to call their 800 GS number. That guy had me call Microsoft because he didn't know what to do. MS was no help (not surprising).

When I called the store again and asked for the GS manager, they took a message. Eight hours and several unreturned calls later, I finally got a manager on the phone. He informed me that I was asking for advice they get paid to give so would not help. Hours later I'd finally found the answers I needed on the net, so got things running. All of this was caused by the GS guy originally giving me bad information. I just can't believe none of them were willing to help at all after that incident. I will never use Best Buy again and will take every opportunity I have to bad mouth them. Horrendous service.

I purchase a new laptop from Best Buy 3 months ago and began having problems last week. I also paid in advance for their highest level of the Best Buy Geek Squad tech support. Their Geek program is a complete scam. I phoned yesterday for assistance and was transferred to 7 different "Geek Squad" experts and not one of them knew how bluetooth interfaces with a laptop! Each one of the techs??? Spoke very poor English, were very difficult to understand and just passed me on to different depts which were all really in the same dept just different people.

They kept promising to get me to the elite "Black Tie" tech support line but said they were required to troubleshoot my problem before transferring me. Twice I was disconnected. After almost an hour of my time, NO "Black Tie" support, being placed on hold 3 times, I decided just to return the laptop to Best Buy, which is still under warranty, and buy elsewhere! Do not get caught up in Best Buys "Geek Squad Scam"!!! Apple store here I come!!

NEW YORK -- It was just a routine service request, or so I thought. Reinstall the operating system on my old laptop and my old desktop to make sure all my information is deleted. The purpose was to be able to give the two computers away. The price tag was over $300.

I was told on a Friday that my computers would be ready on Monday. They were not. It took three weeks. If I had been told in the beginning how long it would take, I would have been surprised but at least not completely frustrated, for nowhere in between the time they said they would complete the job and when they actually did was I given a new target date.

Had poor communication been the only problem I wouldn't have bothered to write a review, but guess what. Now the desktop does not work. The family I gave it to just returned it to see if Best Buy can fix what wasn't broken in the first place!

The company clearly does not know how to hire competent staff or teach them how to serve the customer. Customers should leave the experience feeling relieved and grateful that someone could fix their computers, not disgusted and angry. Finally, Best Buy has not bothered to institute any quality control to catch a botched job before it ever leaves the premise. My advice, stay as far away as you can from Best Buy Geek Squad.

SAN ANTONIO, TEXAS -- When I purchased the TV I asked several questions about mounting the TV and having the cable and cords dropped behind the wall (I wanted them hidden). I was told that all that could be done but they would not move an electrical outlet. I had an outlet just below where I wanted the TV mounted so I didn't see that as a problem. I was told everything else would be hooked up. When the fist tag team showed up, they couldn't move the cable from one side of the fireplace to the other. So they left (without doing a thing). I called the cable company and they came out to move the cable outlet (cost of about $40).

The second tag team came out and mounted the TV, put the cable cord behind the wall, hooked up the TV and was packing up to leave. I asked how they were going to get the TV electrical cord behind the wall. That's when I was told for the first time that they can not drop an electrical cord behind the wall.

So here is a mounted TV about 5' off the floor and an electrical cord hanging down to the electrical outlet! They would not do anything about the TV cord. So basically they mounted the TV, put the cable cord behind the wall and plugged in the TV. I got all this for $200 and this was the sale price. Will never again use the Best Buy Geek Squad. For what they do, they are way over priced.

This is a total scam. I bought a new HP laptop and was talked into the Geek Squad black tie protection plan for $300.00. After four months the hard drive crashed. I took it to the Best Buy store, where after almost an hour's wait in line was told they don't do repairs and that they would send it in to their service center where it would take two to three weeks, if they had the part - oh, and that is another $100.00 to reinstall your programs - payable now - before we even take the laptop for repair. And, get this, they have four opportunities to repair it before they replace it, which is at their option. My lesson is to buy from a locally owned business. Avoid Best Buy!

GREENVILLE, SOUTH CAROLINA -- I bought a laptop computer at Best Buy. I did not want all the extras such as Geek Squad, virus protection etc... after looking at all the computers while they kept pushing these extras. I kept telling them no. Well after a while they suckered me into it. I paid 125.00 for the extras that covered my new computer and my other desktop I had at home. When I got home I uploaded the software on both computers. (Keep in mind my other computer never had virus protection and had not gotten a virus for more than 4 years.) 3 days later my computer had a bad virus.

I called the Geek Squad and they told me they could not help me and I would have to take it back to Best Buy. I took it in and they told me I would have to pay another $200.00 to see what was wrong, not to fix it, but to see what was wrong. That would add up to $325.00 just to see what was wrong and paying for the protection they lied about. They told me that because the virus protection is not 100% effective that they would not do it for free.

The virus protection could be 2% effective or 5% or 20%, who knows, and the fact that the whole time they were selling me the computer and begging me to buy the extra's, they never told me that it might not protect my computer. It also seems funny that I have never got a virus until I installed their virus protection. They were smart **, sarcastic and rude. I run my own business and all my information was on it. The extras are worthless and they lied through their teeth. Best Buy is a rip off.

WILLISTON, VERMONT -- I purchased a flat screen TV from Best Buy and decided to spend the ~$200 to have it professionally mounted on my wall by the Geek Squad. I set-up the installation appointment over 2 weeks ago. They scheduled a time range: 8 AM - noon. I hate these time ranges, but it seems as if every appointment must be via time range these days. They called today (installation was scheduled for today) at 9 AM and said they would arrive between 11 and 12:30 PM. I was not completely thrilled about this as there was the potential that they would come after the time range.

Well, 12:30 PM has come and gone and no Geek Squad! I called the store to find out the situation and it seems they were double booked, knew about it when they left the first message and chose not to tell me. They will now be arriving between 1 and 1:30 PM. I have not seen them yet!

When speaking to the manager at Best Buy, he offered a refund of my wall mount. And that is it. I am so displeased! It is 90 degrees out, by far the best day we have seen all year and I am stuck inside, missing work and waiting for installation they knew would be delayed! What the heck?

KILLEEN, TEXAS -- I had bought my wife an in-dash navigation system. I took it to get installed and when I went to pick it up they didn't bother to tell me that our stock DVD player we already had in there would no longer work. So I had them yank it out. Next I bought a parrot Bluetooth. They told me it would be a quick install and it took 9 hours (4 of which I was waiting in the store).

When I picked up my vehicle and tested it out it didn't even work. I had to bring it in the next morning and wait another 2 hours (because they were working on other vehicles). To actually fix the problem took less than 30 minutes. On top of this, the Geek Squad representatives had a serious "I don't care" attitude. They were in no way courteous. I will make sure I avoid Best Buy at all cost from here on out.

It took two months to fix our home theater Sony TV. When I called the first available appointment was in one month. Our TV was screen had a green haze over it. After trouble shooting the part needed from our conversation he indicated he would also have the service guy bring a "lamp" for the TV since that usually goes bad. When the service guy arrived he indicated he would probably need a lamp for the TV which he did not bring so he had to reschedule. He was very rude to my wife. Rescheduled for two weeks later and didn't show.

Called Geek Squad to complain and went up to the next level of manager. Asked her to have someone call the service guy to be sure he was going to show up for the repair and please call us back to let us know they had talked to him and he was definitely going to show. She said no one could call me back. I offered to buy her a phone and told her I had a phone number so I didn't know why the "SERVICE" department couldn't call the customer back. She said she would email the service guy. I said she could be replaced with a computer because I could email him if I had his email address.

After much discussion she finally agreed to have someone call me back the next day to let me know things would happen as agreed. No one called. Their service seems more geared to their inner workings than the customer. I will go back to using our local electronics store for these items. Their service has always been great and actually centered on the customer. They have phones and can call you back!