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.
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.
I brought in my hard drive with all my photos on it that had crashed. They sent it off to data recovery and about two months later I got a call saying that they had recovered almost all of the photos so I paid $500 and they shipped it to the store. Before I took it home I had them check it and lo and behold the hard drive would not work, so they mailed it back to data recovery.
About a week later, I received a call saying that they could only recover part of the data that they had originally recovered and it would be an additional fee for a new hard drive because the one I had sent along with the broken one was also broken. The additional hard drive that I had sent was brand new, out of the box and was working when they transferred the data. They refused to admit that it was their fault and was broken under their care. To add to my frustration, each time I had gone into the store, the first time to drop the hard drive off and the second time to attempt to pick it up, it took over an hour. I will never use Geek Squad again!
This is a travesty. Service? HA! Today alone is over 2 hours on the phone getting passed from department to department. I ordered an expedited phone replacement on 11/19/14. Today is the 25th. 2nd day air delivery? Learn to count! You need 3 days to "investigate", then UPS needs 8 days to "investigate", then you need 2 more days to re-open and send me another phone. That is almost ONE MONTH to get an expedited phone replacement.
What is the responsible customer driven thing to do? Easy. Send me a phone now. Today. If the other eventually shows up, great, I will send that back to you. But no. Even now, after 1h 23m on the phone, I am being told that I need to go into a 30m hold queue for a supervisor. Mind you.... this is not my first call nor my second. Geek Squad has wasted over 10 hours of my time already.
On 11/20/14 "it will be there today." On 11/21/14 "it will be there today." 11/24/14... you get it. Today yeah, rinse, repeat. Only by repeatedly insisting and calling was I finally able to get an investigation open today and they got THAT WRONG TOO! GS said, "Oh, you got your plasma TV". Num-nut. I am replacing a cell phone. Fix your systems and fix your customer service, and fix your processes. BTW, don't worry... the next phone call is to cancel the GSP on my other cell phone. What a waste of money.
BELLEVUE, WASHINGTON -- This is the most worst experience I had till now. My laptop crashed this Monday and took it to Geek Squad for repair. Since it was my official laptop I have very important data and also some personal data which I desperately needed. Hence I requested them to get my data backup as soon as possible but, Geek Squad seems to work on their comfort zone. They took all my contacts and said they give a call when complete.
Even after asking to mark my case as urgent, they opened my laptop on 4th day and till end of day no call from them so I went and asked to hand over my laptop then they say my data is not recoverable and they cannot do anything. I don't know if it is true. I don't know if I need to lodge a complaint if they took my data for their use.
AUSTIN, TEXAS -- Geek Squad sells a second rate insurance policy online... you think you have bought local coverage and then you find out you have to send you computer in every time. It took them 8 weeks the first time. They sent me a computer back where Windows 7 was replaced by Windows 8 and in addition a bad battery. Now they tell me that they won't replace the Windows 7 they destroyed. BEWARE. After 16 frustrating weeks I have a computer with no working battery and the windows 8 they replaced Windows 7. I now have over $800 of non-compatible products.
SACRAMENTO, CALIFORNIA -- Geek Squad, for real, this is the 4th time trying to sign into my acct. I pd. good money for. Gee, I think The Gee in Geek Squad should reflect.... duh Gee, can't still locate your acct! I am totally sick of this **! I have complained, but hey who cares, I already paid my $250.00 this yr. I am praying that someone comes along with a better system. Being on hold for over 2 hrs, they say is really good?? For this price? In this economy? REALLY? AGHHH!
If I was able, I would do so much better! I hope you are out there somewhere, to take over this horror of a website. I know someone will make money on treating people with "good common" courtesy, and REAL WORK! I hope you'll let me know! Thanks.