Geek Squad

Too slow, not enough employees. Hold time of 18 minutes must to talk to an «agent» (receptionist) who takes your info and is completely unable to help but will ask another «agent» to call you. This happens even if you have a one year or more contract for repairs. They need more employees but are too greedy to hire them because the owners want to make all the money.

This place is the worst. They charged my credit card for a year even though I never signed up for their service. I specially said no I do not want geek squad protection. But the geeks didn’t listen.

No stars. The worst experience I’ve ever had. Bought my Samsung Galaxy S5 and I dropped it. Their insurance is the worst. After having to pay almost $ 160 it will take a week to get a used replacement. If I had Verizon’s insurance I would have my phone in 2 days.

FINALLY. Believe me, I’ve blistered many a service rep at Best Buy for past 14 mos. since getting Smart TV & Harmony remote «to simplify my life» but every time glitches came up, the exasperation of wait time & schedule conflict before resolution had me regretting everything. But obviously no business wants this kind of PR; obviously they’re looking for solution. They must have found it because on a Friday night I emailed tech direct, & within 12 hrs I HAVE PERFECT RESOLUTION TO PROBLEM, complete with courtesy, respect, diligence and promise to repeat same exceptional service should I have another issue. Not only do I have a solution but for first time I’m not holding my breath worrying about next time something goes wrong. Thank you Derrick, you’re amazing.

DO NOT GET GEEKSQUAD PLANS OR ONLINE. They have no way for the customer to get a hold of anyone to cancel subscription. I chatted online & they gave me 18 004 335 778 & 18 882 378 289. The first # did not give options to talk to anyone but only explained the billing charges. The second # transferred 3x while being on hold. The end result, was to cancel via my bank.

ZERO! Or Nothing! Thats all I can give them!
I bought 2 iPhones 5S when they just came out, and I got their insurance at the same time, they told me «whatever happen to your phone, bring it and we’re going to fix it or replace it, but we dont cover stolen or lost». I did my payments every month, for almost a year and a half, both phones with no questions asked. Then when I really needed it, when my wife broke her phone screen, I went to see them. They were charging me $ 150! At the begining they told me that i wasn’t going to pay anything. That was one option, the other one was to check if I was avalible for my upgrade. I was pissed. Wasted my money! I called them and canceled their joke, thats all it was, a joke!

Zero stars!!! I called to set up an appointment for Geek Squad to come and set up and mount my new TV that I bought last week. It all started pleasant. A nice lady (ms. Dixon) got on the phone and updated my account since the last time I set up a theater system. Then she proceeded to tell me that there was a coupon she could use to bring my cost down from $ 249.99 to $ 199.99. I thought this was very nice since I have been a customer of Best Buy and the Geek Squad for years. I was able to set a time that worked for me on a Saturday. She then switched me to the register person (don’t know why one person cannot do the entire process). Any way, this is when it all went bad. This other person told me «no» that it was $ 249.99 (which would have been fine if the customer representative would not have given me a different price). I told her that was not what the customer had given me and she switch me to the department that sets up installation again. Then this is when this became my WORST ABSOLUTELY WORST CUSTOMER EXPERIENCE of my life. A new guy got on the phone. I asked about the previous lady since she had been pleasant and helpful and he told me there was no way to contact her (odd. Shouldn’t it be the same person? Why would you not be able to track the same representative?). The guy was very cocky and told me that the price was what it was and that’s the way it needed to be. I respectfully asked if there was a manager I could speak to because that’s not the price I was told. This representative (Andre), told me that there was no need to talk to a supervisor since that person will tell me the same thing. EXCUSE ME!!! That’s is just wrong in any way or form. A customer is suppose to be able to ask to speak to manager if there an issue of the current person assisting has not been able to do resolve the problem (CUSTOMER SERVICE 101). He tried to disencourage me from talking to a supervisor. By this time the clock have ticking for over an hour. Then finally I was able to talk to his supervisor after he kept on hold for another 20 minutes. This supervisor was also not helpful (I guess Andre was right? The supervisor was of no help). All he told me that he will send something to Best Buy regarding this lady (Ms. Dixon the original representative that they allegedly could connect me to) regarding quoting the wrong price). Now in most cases (particularly when a customer has spend thousands of dollars in equipment and there is a $ 50 discrepancy due to false advertisement or misinformation from one of their employees) would had honor the price especially since it all suppose to be recorded… But not this guy… He insisted that there was nothing to do and that the price was what it was. Again, I didn’t want a discount all I wanted is to not be taken for granted as a customer and for them to honor what I have been told. By now we are going on two hours on the phone. I was exhausted and tired of being put on long hold for nothing. It felt as he was doing that intentionally. Finally, I just allowed them to charge me what ever they wanted as they were not going to honor what their own employees were telling customers. Then he put yet on hold again to now schedule me for an installation time. I told him I had already set up a time with Ms. Dixon and he no that they had to do it again case it just voided the entire transaction by me questioning the charge. So now he puts me hold for another 15 minutes to schedule me (WHY SO LONG? On a a phone call way over 2 hours). He comes back to the phone and he says that the Saturday I wanted was all taken. I told him that I had scheduled it for this Saturday and again he told me that it was all voided. So let me get this right… THEY CHARGED MORE THAN THEIR REPRESENTATIVE TOLD ME AND NOW THEY WERE NOT HONORING THE TIME SCHEDULE EITHER!!! WOW!!! If that’s not horrible customer service I don’t know is. This guy had no concept of customer service nor did he cared about anything I said. I had to agree to the time he told me that was available which was in the middle of the week (how convenient?) just because I had this $ 4,100 television in the middle of the room waiting to be installed. At this point I never want to buy anything else from Best Buy EVER. I think that their sales people and managers need to be retrained on the basics of customer service. What a horrible experience. As an additional information, please be aware that you could get people from around the country. I got a center in Atlanta, Georgia in the neighborhood of Buckhead. I live in Los Angeles, California. I can’t remember the location of the First Lady I spoke to… The reason I saw to be aware is because he kept talking about his state and how they do things in best buy his state and I kept saying that I wasn’t from there and can I please be transferred to a representative in California and he said that I couldn’t. Again, the worker experience ever. Of note: this is first Unilocal review. So this how concerned I am

Zero stars! Horrible tech service, UNDER no circumstances leave you computer there. Waist of time and money.

Zero stars. Wow. These guys need to get their act together. They are terrible. The scheduling process alone is a nightmare. Usually, they can’t confirm a scheduled block of time until the afternoon before. Unacceptable service. And when they do schedule, they’ve cancelled. Good luck trying to get the same 2-​person team to do TV installation AND calibration on the same day. Seriously, this outfit is a joke. Very unprofessional and they have screwed up our appointment more than twice. Ridiculous.
Do not buy into any service contract with Best Buy for Geek Squad. You will regret it. Read the other reviews here. There’s a reason why out of 21 reviews, 16 are ONE star reviews.
Geek Squad? More like REEK Squad!

I actually had a positive experience when I went to the Geek Squad at Best Buy in West Hollywood. I had a computer that was having issues. They fixed it on a rush and were very helpful. Maira the manager there was very good at helping me resolve the issues and Fabio is an employee there who was extremely helpful and answered all my ?‘s.

Excellent and quick. Was helped by Sergio who just transferred over from the Orange County store. Politely handled my cracked scene issue and did a good job explaining where my tab S was going and when it would be back.
Thanks Sergio!

Wow it’s no wonder this store has such a low rating. I ordered a TV at the west hollywood store and was able to pick a nice samsung I felt was within my budget… until they added on all the install fees! You want to deliver it? $ 100! It’s being hung on a mount that is already there (with a nearly identical tv already on the mount)? Another $ 100! The tv is above a fireplace? Another $ 100! So $ 300 add on for the install… which takes 10 minutes. Yikes! Not to mention they promised me a delivery window and I sat there waiting, for over an hour past their scheduled time. When I tried to call, no one answered so I spoke to central dispatch and they all tried to call the geek squad agent and no one could reach him. When he finally got there, he was obnoxious and rude. For a $ 1200 purchase you would expect excellent customer service, instead I got the exact opposite. I would never recommend this geek squad to anyone!

Avoid at all costs since they have no clue what they are doing.
Case in hand: I have had my laptop for four years. Its a heavy duty machine and is still better today than most mid end laptops on the market. I love it and cherish it. So when the fan started making this awful grating sound over labor day weekend, I wasn’t sure what to do. I wanted to take it to a reputable shop but the only option was to truck over to Geek Squad since nothing else was open.
I explained my problem and told them I thought the laptop just needed a cleaning but if the sound was still there when they were done, then I would look into what else to do to fix it. Fine. Left it with them for a cleaning. Came back hours later, paid my bill and went home.
The sound the fan was making was WORSE when I got it back. Crap, I thought. Guess I have to get it in for repairs. So I waited until Tuesday for a local shop to be open and took it in there. Told them I had just gotten it cleaned and wanted to know what their diagnosis was.
A day or two later, the competitor had the luxury of a near perfect Unilocal score and was in no rush to fix it, called me back and said that it was in fact just a cleaning that was needed. Wtf? I just had it cleaned, or so I thought. I got the laptop back, paid for the second cleaning which was much cheaper than needing a new fan — and things have been smooth sailing since.
My problem with Geek Squad is obvious — don’t charge me for work you can’t even competently complete. Total waste of money. Total. Waste. Of. Money.

DO NOT BRING YOUR COMPUTER (OR ANYTHING ELSE) HERE! DO NOT BUY THE $ 199 TECH SERVICE CONTRACT THAT SOUNDS LIKE SUCH A GOOD DEAL!
ALMOST NOBODY ACTUALLY WORKS HERE AND IT TAKES 2 – 3 CALLS AND LOTS OF HOLD TIME WITH LOUD MUSIC TO ACTUALLY GET A HUMAN GEEK SQUAD PERSON!
The girl answering the phone says that there is actually only one guy working in back who doesn’t come in til 11 and leaves at 7. They called me and said my computer was fixed. My problem was archiving. I asked them to look at other stuff, but the main reason I brought it in was archiving. I picked it up and ONLY ONE INBOX — AND NONE OF THE OTHER BOXES, SUCH AS TRASH, ETC., WAS ARCHIVED!
They did not want to give me my $ 199 back because they said that they had run diagnostics and something else. But they did not do the thing I brought the computer in for.
I threw such a fit in such a loud voice and stood there complaining loudly to everyone that they finally refunded my money.
Find someplace else, some other reputable computer fixing business, to fix your computer. I thought this one would be good because it was a «Squad» and not one person. But it is no better than giving it to one guy who doesn’t care enough about his work to do it well. They probably underpay the repair people so they get them back by doing bad work. I will be looking on Unilocal for a better business to which to take my computer.
BEWARE!
Because I cancelled my service, they cancelled the Webroot software they put on the computer, which was never important to me in the first place — security software is available free all over the internet if I want it. But they cancelled my webroot subscription, which they argued was the reason they could not refund my money. But they were able to take it back, and they did, so I do not know what I stole from them in the end. They stole A LOT of my time and energy.
NEVER AGAIN!

I’ve learnt my lesson! I will now use Unilocal to find a good techie. I needed my computer fixed by a certain date and the Geek employee asked his supervisor if it was okay. She confirmed so I booked in my computer.
Said date came and I was rudely told by another supervisor that there was no way it could be done for that date, or the day after. I tried to cancel my order but was told that they’d already started working on my computer and it had some ‘nasty viruses’ on it and implied it was my fault (it was my computer so I guess it was my fault but I really didn’t need the fact rubbed in).
I was told the viruses had been removed but all my programs lost. I took my computer back as I had no more time, only to find the same blue screen on start up. Did they do anything? I don’t know. I do know I’m $ 365 down, which I could have given go a good local company.
Update — my regular techie (who was on vacation at the time) has fixed my computer in 30 mins for less than $ 50…

First, it is not the actual Geek Squad onsite staff receiving the brunt of this «1 star» review, but rather the Geek Squad customer service. Here’s my hour long encounter with that group in brief:
Me: «Our internet connection is fine, but I believe our modem was burnt out when the fan with our home entertainment equipment died. Our internet service provider is coming out in five days to resolve the issue, but we are hoping you can come out earlier to resolve the issue. We likely need a new modem. Can you help resolve this issue sooner than this timeframe?»
Geek Squad Customer Service: Many, many questions and 45 minutes later…“So I think we’ve identified the issue. The earliest we can send someone is in (ten days from now). Does that work for you/​?“
Me: (cricket sounds) «So did I just waste 45 minutes for you to tell me that you can come out five days AFTER the aforementioned service provider can resolve the issue — which I, coincidentally told you was an unacceptably long time to wait for renewed service?»
Geek Squad Customer Service: «Do you want the appointment?»
Me: «I think we both know the answer — no. Do your job better.»
Customer service reps — you really need to focus less on a script and more in reality. HUGE failure! Geek Squad’s onsite team might team might be perfectly capable, but I will never know due to the incompetent customer service staff.

Geeks have never been sexier.
And it’s very hard to come by men who know how to build things in Los Angeles.
**This is a review for installation**
I had a pretty horrendous experience with Best Buy, but unfortunately they offer the furniture pieces that are necessary for my living room so I had to purchase from them and do everything in my power not to punch one of the employees in the face…
After FINALLY making my purchase, they set up an installation with Geek Squad for me (shocked they even knew how to). I was so thrilled to get out of Best Buy that I didn’t even think twice about what Geek Squad would be like.
I got my furniture piece shipped to me (because it’s FREE SHIPPING as opposed to $ 50 delivery — Huh??) and Geek Squad came to my house to build it about a week later (when they had availability). I asked for them to come between 12 & 4 and they came at 12:45pm! WAHOO!
Three men showed up at my door and were very courteous, putting on shoe covers and everything. They (Rocky, Mike and another man whose name escapes me, SORRY) started opening my furniture box when they discovered that my piece was nicked and damaged (FML is all I thought because the LAST THING I wanted to do with deal with Best Buy again). What was amazing was how helpful they all were! They told me that they would note this in my order and then go to the store I bought this piece from and mention this issue with them and see what they could work out. Well IT WORKED because…
Rocky and Mike returned the FOLLOWING MORNING bright and EARLY (no they didn’t bring me coffee) with a new piece of furniture, ready to GO! These two were DYNAMITE! We had great conversations ranging from geography to scary stuffed animals to tattoos to Japanese and Chinese languages… All while they continued to work without a hitch. Mike even hid all of the wires hanging out of my TV, by putting them in the wall — MAGIC!
I am happy to report that my living room looks PHENOMENAL and it’s all thanks to Mike and Rocky of Geek Squad. Before they left, they noted that if I had any problems WHAT SO EVER, to give them a call, and they would gladly come back and assist me!
Maybe I will just fake a problem, because these guys were awesome, I’d love for them to come back!

I would use no stars but not an option. Called tech phone support. Asked he come on my computer to assist, refused to help. I asked for name and employee number the person hung up

Omg 6 people in front of me, bad idea to buy their warranty.
Felt longer than it was. the employees do look active. its just when they don’t have all the tables active then the place slows down exponentially.
They did replace my printer with hassle, they promised a repair, fat chance, they just replace not repair when you have a warranty. So expect to loose your INK when you replace.

Painful. That’s the only way I can describe my interaction with Geek Squad. I rarely write long reviews like this or give out 1 star unless I feel like the business was intentionally ill-​willed or incompetent in some way, which was the case here.
Essentially, I felt like their main goal was not to fix my computer but to milk more money out of me by using my own computer and data as collateral. Ever been to a quickie oil change place where you KNOW they’re just trying to up-​sell you on services you don’t want/​need? That’s exactly how I felt about my interaction with Geek Squad: exhausted and a taken advantage of. I HIGHLY recommend taking your computer elsewhere; there are plenty of better-​reviewed businesses in the area.