BEST BUY, MINNESOTA -- I made an appointment to have my remote starter installed 1.5 months in advance. In making this appt:, I specifically told the tech I had an old remote starter in that needs to be taken out, he replied, "No problem, they can do that during your appointment." Upon arriving at my appointment I told the tech about the old remote starter, and he said, "It will be a 50$." I said the appointment setter never told me that, and then just said well, whatever, I need to get this installed. He said it would be a little more time, and I asked how long, he said I am slotted until 6:00 p.m.
As I waited patiently, I went and sat back by the installation area. At 5:15 p.m. another vehicle pulled in and he stopped working on my truck and started working on hers. At 5:35 she pulled out. At 5:40 another vehicle pulled in and he started working on this vehicle. At approximately 6:05 I went and asked a manager if it is normal for him to work on other vehicles when mine is not completed. The jerk manager said he would check to see what the status is. He spoke to the tech and then told me, "Apparently you should have a second appointment for removing the old remote starter."
I asked why I was not told that, and what does that have to do with my truck now? He said, "Well these other people have appointments and he needs to help them!" I said this doesn't make since, why can't he finish my truck and then work on theirs, he knew what he needed to do regarding mine, even the guy who brought his vehicle in at 6:00 wondered why they did not finish mine. Then the prick mgr. said, "I just have him tear everything out and give you your money back, how's that!" My dash was lying on the ground and in pieces, I quickly told this little **, "**, he is going to finish what he started!!"
I just spent $650.00 on a new stereo for my girlfriend and was pleasant in the beginning and this is how they treat me. Needless to say I took back the stereo and canceled my total tech yearly service that I just spent $214.00 on. I will never go back to Best Buy, the staff are have no clue as to what customer service is. I was told my car starter is now not covered under a warranty.
BENSON, ARIZONA -- I bought a year contract with Geek Squad because I live half the year in a remote location and wanted online help with computer problems. I have had two problems. Same result, they ask more questions than help. Seems they don't have a system that recognizes the contract. Waste time while they look for it. Both problems took more than a half hour to finally tell to take it to the store I bought the device and make an appointment. I went to a Computer tech in the local area, he fixed both problems in less than five minutes. I will go back to Best Buy and cancel my contract. Money for nothing.
TUCKER, GEORGIA -- I am talking to my fifth person at Geek Squad. My first call, we got disconnected. My second call the girl said she couldn't hear me and went into a speech about my having to call back. No one called me back. The third girl took my info and then dumped me onto another person who took the same info. I spoke to a Supervisor for my fourth call and I am now waiting to speak to someone in their corporate complaint department.
In September, I had the Geek Squad come out to network my three business computers, setup automatic backup on an external drive and do a tune-up on one of the computer. I explained to the Tech representative that I wanted access to all three computers no matter where I was in my office or den. For some strange reason, which I did not discover until last night, he gave me access from one computer but set up a pass code and user box for one of the other computers.
I explained to the customer service representative that I seldom used this particular computer because it is in my den. However, when I get back from a trip or if I need to do something immediately, I will use it. I wanted access to these items from my other two computers which are in my office.
When I express my dismay and concern, I got the standard scrip about 30 days etc, why didn't I complain then, they would have to charge me, etc. etc. When I challenged the setting up of a password and user name on just one computer, I wasn't given a good reason why he did that. Also, they have a policy that states it should have been on his records and my invoice that he did that. The supervisor kept trying to blame the program they used.
I also had purchased at 1T external hard drive. I had a 750 one. I asked the Tech if we could "piggy back" the hard drives for backup. I explained to him I had huge files. I also explained to him that I have two businesses, a consulting firm that works with companies in the convention/tradeshow/meetings arena and a photography business. He told me I had plenty of space and to put the hard drive on eBay! Guess what, I am now out of space for my backup's. I don't know what is being backup, overwritten, nothing!
I am now talking to their corporate complaint department. He is giving me the company line. No relief here. Bottom line, they didn't do what I asked, they don't care I didn't get correct products and service. What ever, I am just out of luck! Oh, he just checked. What do you know, their Tech didn't fill out his work order correctly. No mention of codes or other items. This guy thinks he can help with the situation now. I asked him if their Rep's understand that 90% of the public doesn't have a clue about computer systems. He thinks he can get a resolution to the problems. Well, we will see.
Three Things: If you get cut off, call the customer back! If your personnel did something wrong, didn't complete their paperwork correctly, failed to advise the customer correctly, admit it, solve the problem and don't even think about charging the customer. I don't care if it has been a year. Car manufacturers have recalls! You did it wrong, fix it! What company sends out Tech rep's that don't know what is applicable for storage needs. If someone has huge files, they should it least have a formula or something that let's them know what the customer might need.
My advice, be afraid, be very afraid. Will I ever buy anything from Best Buy if I need the Geek Squad to install it and service it... That's not going to happen!! This whole affair took over two hours of my time. As a small business owner, this day just cost me money. Keep your money in your pocket. Find someone else to do your project.
DENVER, COLORADO -- Lost Netflix while watching a show. I pushed some buttons on the remotes while cleaning them after spilling sticky stuff on them. Pushed wrong buttons. Called Netflix, lost over an hour and no help from people who did not speak English well. Called my cable company and lost another hour and was told my TV was bad. My hair turned gray by now and I was cranky.
I am a logical person. I pushed wrong buttons so it was a physical thing, not a bad TV or cable wires... etc. I needed that geek person who was logical and smart, liked a challenge. So, I called Geek Squad, I have a service contract with them. Bam. 5 minutes... count them, 5... he, my hero, figured it out. Told me how to reset the system and buttons and bam I was back with Grey's Anatomy. He was quick, and he was "it", the person you want to help you, the one who gets it.
NORMAN, OKLAHOMA -- If I could give zero stars, I would. I had dryer repair which required parts to be ordered. This was December 26th. On January 4, a repair person came out and "fixed" the dryer. It immediately quit working. The Geek Squad could not come back out until January 9th, at which time a different technician took the dryer apart and found the previous technician had left a tools on the heating element of the dryer, ruining the heating element and blowing several fuses.
Once again, parts had to be ordered. They arrived January 11th, but the Geek Squad would not get an appointment for me before January 17th. I have had a non-working dryer since December 26th, missed three days of work and the technician showed up late on the 4th, causing me to rearrange everything that day and completely failing to show up in the 4 hour window promised. No one has offered to do anything to help even though the Geek Squad technician caused the dryer to be inoperable.
TEXAS -- I recently became a Geek Squad "Total Tech Support" customer and was excited to be told of all the expertise GS can provide to me on my computers. What I was NOT told was the absolutely unconscionable "wait" times to actually get a tech on the line. Two to three hours is commonplace.
Tonight, it has now been 3 hours and 15 minutes! All of the "Level I agents” are just queue-up agents for their "Level II agents"... who are really entry level technicians. Their answer to the long wait times is that I don't need to be available for them to do the work I need done...they'll just keep their remote access open and whenever a tech gets time, he/she will just go to work. HOW ARROGANT!
Who in their right mind would let a complete stranger in their computer without the owner's supervision? Theoretically, they could copy every piece of data in the computer (i.e. email addresses) and sell that data. Geek Squad has no history with me... and the trust level is diminishing rapidly. I'm nearly at the point of cancelling my agreement with them and finding a reputable resource to do the work I need done and within a reasonable timeframe.
GRAND RAPIDS, MICHIGAN -- Computer froze at start up. Brought it in. "Technician" immediately tried to sell me a 3 year service plan. I said no, please diagnose issue. They noticed it was still under warranty and will need to go back to Lenovo for servicing and it will take up to 1 month. They sent it in to the Best Buy service center where I assume a Lenovo certified tech person (Team 12 Agent **) worked on it. Computer came back 2+ weeks later with a new hard drive and same issue.
I brought it back to Geek Squad, said it wasn't fixed. They sent it back to the service center, where Team 12 Agent ** replaced the hard drive again. Computer came back 1+ weeks later with new hard drive and same issue. So, at this time, I'm guessing the issue is NOT the hard drive. I brought it back to Geek Squad and told them my diagnosis. After spending 1.5 hours trying to get the laptop to reboot, the Geek Squad technician told me that I should talk directly to Lenovo. (In retrospect, something that I should have done a month ago.)
This was an incredibly bad customer experience for me. I feel that since Best Buy (Geek Squad) couldn't squeeze any extra money out of me, I wasn't worth their time. Be warned if you want to be sold a service plan, slap yourself in the head, and go to Geek Squad. If you want quality service, find a small, qualified, local business that cares about service and keeping your business.
GRAND RAPIDS, MICHIGAN -- Had a problem with desktop iMac. Called Geek Squad, they said they offer lifetime service for $599.00 that included one visit to home then rest over phone. They requested two different times that would work for me. I gave them that, they never called me. I had to call them. They put me off 2 more days in the morning then put me off again for evening then they couldn't come. Then either that's where I was done. I think they were from India, very broken English.
I asked for a refund, he didn't want to credit my charge card. Tried everything to get me to wait for another day. I was done, had to get rude. Eventually he said credit is in process. I called Computer Rescue 911. They came out the day I called, fixed it in less than 5 minutes. They also informed me Geek Squad is not licenced to work on iMacs so why didn't Geek Squad tell me that. Advice, don't call Geek Squad. They don't know what they are doing. Call Computer Rescue 911.
IRVING, TEXAS -- Unfortunately, I wasted my money and my time using this service. I took my laptop and told the rude employee about the error. He said we can not take it unless we have a prove about our error. I took it back home waiting for the unexpected shutdown to take a picture then I brought it again. I left it for 8 days and when I got it, I had the same problem. I took it back to them and the same employee said to me "I can't do anything, only we can ship it back". It's like their time is precious and ours not. I'm very disappointed and don't recommend anybody to use their service.
SAN FRANCISCO, WASHINGTON -- Be wary of these Big Box stores and their "computer repair" technicians. I've experiencing nothing short of anguish and egregious amount of errors and mistakes on their part. Most recently, I took a computer in to have it looked at for errors upon start up. It appeared that there might be a bug or something causing some startup problems. My computer is used mostly for business, and has up-to-date virus protection installed. I have however, gotten infections in the past. My line of work requires a lot of internet research so I might be predisposed to certain types of infections.
The last time I had to take my computer to Geek Squad, the Agent, let me know that it would take about 3 days to clean up and return the computer to a usable state. Unfortunately, it took over 7 business days to get my computer back. The original quote of $149.99 turned into $349.99. In the end, I got my PC back, late and over estimate. They informed me that I needed a new hard drive.
Once I got the computer back, I still was having issues with the new operating system installation. Apparently, once they installed the operating system, they left a few issues unresolved. My computer was missing the data, the computer was starting in a weird mode that I could not get it out of and It was incredibly slow to start and restart.
I began to look at reviews of Geek Squad, and I came across this site. One of the users suggested SecureRemoteSupport, as a possible alternative to Geek Squad. After doing my research I contacted them to repair my still broken machine. After a brief diagnostic period, which I did not pay for, they informed me that there was nothing wrong with my old hard drive and that I had been scammed by Geek Squad.
** was able to get my computer up and running using the old hard drive and after a few hours, got the infections removed from the PC. I didn't lose any data and I didn't have to reinstall any programs. Additionally, John offered me LIFETIME protection software for the computer. While expensive, it is guaranteed. Geek Squad won't do that.
I was able to go back to the Best Buy Geek Squad and speak to the manager and explain the entire situation. I offered up the invoice and diagnostic paperwork from Secure Remote Support and they decided to give me a full refund. I did have to threaten a chargeback with my American Express. I also returned the hard drive that the Agent said was absolutely necessary for my machine.
Most interesting, while I was waiting in line to speak to a manager, there were approximately 6 other customers in front of me. Of all those people, most of them I heard complaining about issues and problems that weren't related to the computer. It sounded as if they were experiencing similar issues to me. After reading some of the reviews related to them, I am not surprised there are this many problems with this service. I will not be using the Geek Squad in the future, and I suggest that you don't either.