WASHINGTON D.C., DISTRICT OF COLUMBIA -- I paid Geek Squad to service and fix my printer. The agent, Jeysson **, came to my home for two minutes and said he fixed it. Of course, the printer did not work. After two weeks, Geek Squad said they would fix the problem with no new charge. In the meantime, my business was without a printer. The very same agent, Jeysson **, come to my home. Says he has fixed the printer, and in fact successfully prints out a couple of pages, before saying he is leaving after a full three minutes.
When I tell him the problem is maybe a bit more complex, I barely persuade the guy to print out at least two or three more documents to be sure. He does so-- after calling me "Bro", telling me I don't understand computers like he does, and am "dumb"-- his exact words.
After he prints the third document, the printer doesn't work. He suggested there is a system operations problem. Then, the guy said there must be something wrong with the printer and I should buy a whole new printer from Brother, but he is not sure of that either. He leaves without the printer being fixed. When I ask him if he can fix it before he leaving or at least diagnose the problem, he says he is "backed up with other appointments, Bro" and when I persist in asking him to do his job, he mouths off a bunch of obscenities and says "that's just the way it is bro".
TUCSON, ARIZONA -- DON'T TAKE YOUR MAC FOR HARDWARE ISSUES! I was having an intermittent issue with my battery not charging on my MacBook Air. And it died early yesterday afternoon. Went on the Geek Squad web site to schedule an appointment. I answered it is a MAC, I did have hardware problems and my battery would not charge. Could not get in until 8:00 that night. So I went in and the tech took one of their cords, plugged it in and it did not work. So she told me that they would have to ship to KY (they do NO Mac hardware work locally - Tucson, AZ) for diagnosis. That would take a week and I could hope to get it back in 2 weeks! WHAT???? So I went to an authorized Apple service center. Turns out there was a small spec of paint (I am an artist) stuck in the charger port. 2 minutes and $30 later my Mac is completely healed. I only wish I had looked at Yelp reviews before I went.
MR., OREGON -- I had been a Geek Squad client for over 5 years and for the last two I have had to award it 1 star. They got so big that the service went from great to good, then good to poor, and now the only way to describe it "it sucks".
You can grow old and bald waiting for service, and when you get it the service is at best fair. Go into the store and it is even worse as these kids that work there have more attitude than a TV star.
I switched to Hello Tech and so far 5 stars.
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.
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.
FLINT, MICHIGAN -- NTB Macbook Pro wouldn't boot after owning it for a month, no spills or anything. Sent it in and they replaced the logic board which included the SSD. TOSSED THE OLD ONE OUT. I received my fixed Mac in the mail a week after I sent it in (day after the repair completed) to discover my files were gone with absolutely no warning or chance to take my SSD somewhere else for an attempt at data recovery. So not only did they throw away my old SSD without asking or telling me, it took me almost a WEEK of back and forth with my local Best Buy contacting the service center to get a clear yes my SSD was apparently "fried," and no, they don't have it.
After back and forth phone calls all week and then a visit to the store today, they sent me on my way with some crap about I signed a paper when I sent it in, basically telling me my file loss and my old SSD being thrown away is my problem. Flint, Michigan Best Buy.
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.