HONOLULU, HAWAII -- I have never used Geek Squad before, but I was having trouble getting onto any internet browser other than internet explorer. I didn't understand the things people were posting about on the internet regarding how to fix the problem. So I figured I would try Geek Squad because they helped my friend with her computer in store. I called Best Buy and ended up with a recording and waiting around for a while. In the meantime, I tried to access Geek Squad through Internet Explorer. The website was faster than the store, but the person I talked to only wanted me to sign up for the $199 a year membership.
I stated that I only had one problem to fix and that I didn't want to commit to a membership, but then the guy said that to fix ONE problem would cost me about $149 TO START!!! They didn't even know what was wrong with my computer and they wanted to charge me $149! Um... I thought that was not good business. Even if I take my car to the mechanic, they give me a quote that includes what services they will be doing for me. The guy didn't even explain what they would be doing or how and he didn't even try. He just wanted me to buy a membership.
I don't normally rate websites or other things, but I was sorely disappointed with the push for ONLY membership rather than service or QUALITY service. It turns out the problem was my anti-virus program and I easily fixed it myself, but for something that simple I would have been charged $149 to START? Even if it was a standard hourly rate, I think that is an exorbitant amount of money for something.
Now the store people may have been better for my friend which would explain the good review that one person put. I am not saying anything bad about the service in person, just the website. It would have been a better experience if the customer support person could have been more informative instead of pushing the membership on me.
CUTLER BAY, FLORIDA -- I purchased the desktop at Best Buy for Christmas. Unfortunately the product failed within 2 weeks with what I diagnosed as a power supply or motherboard failure. Since the product was under warranty I did not attempt to confirm the problem or repair it so as to not void the warranty. I called ASUS and was directed to take the product to the Geek Squad for repair. I did so and the product came back in 2 weeks with the same problem; it had not been fixed and they changed the hard drive. I did not accept the product back and they re-sent the product to Kentucky for repair. It has been there ever since.
Their tracking system shows that they have all the parts and are working on it; the status never changes and it has been like that for quite some time. You get periodic e-mails showing you the erroneous status periodically adding insult to injury. When you call the store to inquire they do not know the status and refer you to the 800 number of customer support; when you call customer support they refer you to the store.
No one seems to be allowed to call the repair depot and give you a straight answer. In the meantime I have no computer and no clue as to when will it be repaired. The Geek Squad Manager has been useless and the Store Manager does not return her calls when you get through.
I have written to Corporate Management but that will probably do no good. I am also posting in every blog I can find to hopefully prevent someone else from making the same mistake with the Geek Squad. Best Buy has been unable or unwilling to help. Don't make my mistake, purchase from another retailer that will back what they sell with good service and by all means stay away from the Geek Squad. They should change their name to the Reek Squad, because their service stinks.
We paid for Geek Squad to install receiver, TV, and accessories. They came for everything out, opened and took out the new (which we paid a lot of money for) equipment and told us they were out of time and would be back at 3 pm. Never heard from them. Called customer service 3+ times - tried to get to listen, call store 2x. Finally, actually went to store and insisted seeing a manager. Not sure yet how much that will work out. We are still a mess in our main line, video no space, waiting all day for nothing. Don't know when it will be resolved and we paid + 5,000.00 for the privilege!
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".
STERLING, VIRGINIA -- So I was having problems with my laptop as it was randomly freezing up and rebooting itself. I bring it into Geek Squad for an analysis. Once complete, they tell me I need to replace the graphics card for a whopping $500. I, trusting this was a correct diagnosis and having an expensive device, agreed, paid up, and received my "fixed" laptop a couple weeks later. Used to not having a laptop, I didn't touch it much for the first month, and the problem didn't arise as it was random and usually associated with heavy use.
A month later, the issue reoccurred and became more and more frequent. I brought it back in December and complain that it is still broken. They reinstall the OS and scanned for viruses. I get it back, same problem, nothing is fixed. I take it in again and they tell me I need to pay more money to have it analyzed again, otherwise I'm screwed and just spent $500 on a solution they told me would work and didn't. I don't have the money to continue dealing with them anymore, my laptop is still broken, and Geek Squad is rejoicing in making my money off of their own false claims.
Pissed? Yes. Their customer service? Extremely dismissive and unhelpful. Would I recommend Geek Squad to others? No, I'll probably go as far to write an angry review about them and warn others of being scammed. Oh ya, Geek Squad scams its customers.
SOUTHLAKE, TEXAS -- I made an appointment to have our Home Theatre looked at. DirecTV said they thought the HDMI cable needed to be replaced. I made an appointment for service, and the Geek Squad was to arrive between 8am and 12pm on Monday, Dec 24. ** said that we should be prepared for an 8am arrival, so my husband and I were up, dressed, and ready to go. By 2:30, no Geek Squad. We had household guests arriving throughout the day, had plans, but had to wait for the Squad. I called at 2:30 to check and see if they were just running behind. I was told that they "tried to reach out to me and let me know that they would not be seeing me today." WHAT???!!!
First of all, you tried to "reach out to me?" We've been here ALL DAY WAITING ON YOU!!!! NOBODY "REACHED OUT." The worst thing is they never offered any other reparation. I have 14 people here for Christmas, 6 DVDs to watch in the theater, but now I have no theater for the holiday. As a business owner myself, I would have at LEAST expected an offer to discount a future appointment. They just kept saying, "I'm sorry, we tried to reach out to you." All I can say is I will NEVER use Geek Squad and will make sure ANYONE who asks me about our office or home theater repairs hears my story. Shame on you!
DAVIE, FLORIDA -- We had a virus, so we took our laptop to Best Buy. We purchased a Geek Squad service plan earlier in the year, so the virus removal was covered. They seemed to have gotten rid of the virus, but we are now totally unable to connect to my wireless network. I called Geek Squad back. At first, they tried to blame it on my network or my wireless card or my router.
Then, after reiterating that we did not have the issue prior to bringing the computer in for repair, the tech stumbled through some feeble attempts to have me fix the issue. These people are supposed to be professionals. After about 25 minutes of getting nowhere, they told me that I would have to pay for someone to come to my house to fix the problem. I have to pay for someone to fix the problem that they created. In the future, I will NEVER EVER use them for anything! INCOMPETENT!!!!
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.