Brad M Lnx
map-marker Springfield, Missouri

Claimed damage to avoid warranty coverage

My daughter purchased a Lenovo laptop From Best Buy in October 2011. Two months later it quit working.

Since it was under the manufacturer's warranty I called Geek Squad at the local Best Buy to see if they would fix it or if I needed to ship it to Lenovo. They said to bring it in. The local tech looked it over and confirmed the hard drive was not working. He said it had to be shipped to a different location for warranty repair work.

A week or so later I received a call stating the laptop had moisture damage and the hard drive would not be replaced under the warranty. They offered to fix it for $200. I said no thanks and asked them to ship it back. I then had a stern discussion with my daughter about damaging her laptop.

She denied ever spilling anything on it, or getting it near water. After a few weeks I decided to take the laptop to a local PC store to see if they could fix it for less money. They said there was no evidence of moisture damage and suggested I send it to Lenovo for warranty repair. I figured out where to send it, and spent $43 to package and ship it to Lenovo.

When they got the laptop, they did not find any evidence of moisture damage either, so they fixed it and shipped it back. I contacted Geek Squad to complain about their false damage claim.

The only response I got was that they were sorry they could not reimburse my $43, and by having a third party look at the laptop my warranty is now void. I will never even consider associating with Geek Squad, and will likely never purchase an electronic device from Best Buy again.

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3 comments
Guest

My 6 week-old laptop from best Buy stopped working. Blue screen.

Never near any water, liquids, moisture. Geek Squad said "water damage". Refused warranty. New price $400+...repair estimate from Geek Squad, $769!

Can buy 2 new laptops for this price. Took to local IT guy. No water damage evident at all.

Working! What the H--L?!?!?!?!

Where is the BBB on these people?

Brad M Lnx

ITT Kid, you are either an *** or did not read my post. It was not originally sent to Lenovo for "Manufacturers" repair it was sent to Geek Squad.

Geek Squad called and said it had water damage, not Lenovo. Geek Squad wanted to charge me $200, not Lenovo.

Lenovo is who actually fixed it no questions asked. Try paying attention to facts before you make an *** comment.

Guest

This is very sorry to hear, However Lenovo is the company it was sent to for your "Manufacturers" warranty repair. They were the ones who said it was water damage in the first place. Get bent.

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Never M Hcs
map-marker Fresno, California

Best Buy Goon squad bill $667 for fix on/off switch without prior authorization!

Geek Squad - Best Buy Goon squad bill $667 for fix on/off switch without prior authorization!

putting out the word about Best Bully /Goon Squad all over the internet! Twitter, Face book, Consumer report, FTC, BBB, on and on!

Bought a computer from Best Buy for $450. 18 mo later the "on off button" not working. Took to Geek Squad, have IN WRITING estimated repair of $106. Seemed steep for the button but agreed to the price in JULY 2011,6 weeks later got a CALL from the GoonSquad to come pick up the computer for$667 bill!

I said..."you must have the wrong computer, my estimate was $106 can I get a fax or email with the... repair itemization?" GoonSquad: "no, you have to pay the bill first and then you can get the invoice/itemization."I say WT HECK? that is unethical! I have spoken to numerous Best Bully and Goon Squad reps, and no one will honor my contract, showing $106.

THEY SAY that they have agreement for repairs at $667. I ask for proof, anything in writing? NOPE. anything on voice recording?

NOPE. just the goon squad notes in their computer saying someone in my family agreed to the $667 charges....do NOT trust them or pay for their rotten service. Our family will NEVER buy anything from Best Bully or Goon Squad again!

BTW they sent me a letter stating we abandoned the item and have 30 days to pay up or lose it! GoonSquad!

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7 comments
Guest

Marvelous!!! Job you have done.

Actually, you are pleasure to know, seriously. Your work is incomparable. It’s a masterpiece.

Your article is very resourceful and beneficial. And the work done is appreciable.

Thumps up for it!!!!!!

Mobile Repair

Guest

Hey ANON, you are 100% incorrect. My story is exactly as stated, and I did not misunderstand anything.

The "motherboard" had no problem. You think you know it all, but you don't know anything! I fought as stated, posted my complaint all over the internet, and it took 4 months of struggles, but, finally!! someone from the company headquarters was alerted to my whistle blowing- mind blowing campaign to expose their rotten tactics...and I was contacted by a store manager that actually cared.

He looked into the matter, found out every detail I posted here, and more...too much to type up for the likes of you, ANON...APOLOGIZED and offered we come pick up the computer with a new button/switch free of charge.

Simple, finally someone who "gets it". So Anon, keep your asinine opinions to yourself, especially since you have no idea what transpired, You just look like a buffoon.

Guest

The power button? In my years of working on computers i cant remember a single one where I replace a plastic button and the computer worked.

It was probably your mother board or power supply. Also the $100 was your Deposit for shipping and "$100" worth of repairs.

The service center calls and tells you "Hello *your name* We have determined this is what is wrong with your computer and it will cost this much for parts and labor." You must have said yes thinking you were getting the $700 in repairs for your initial $100 deposit. Sucky boat to be in but it sounds like its 100% your fault for not understanding ANYTHING.

Guest

All of you guys that work for GeekSquad have no actual qualifications, no understanding of the actual inner-workings of a computer and wouldn't know how to replace a key on a keyboard without having to read some kind of dictionary sized help manual. You guys should also remove the "For Dummies" books from the view of your customers. Doesn't really inspire much confidence to see a basic computer repair book on your workbench!

christine Uoj

this is why im glad my bf is a computer nerd and i dont ever have to worry about getting screwed by these *** he told me to never go to them because they will overcharge u for the simplest of tasks. best buy is a rip too, the associates are nice but thats what they are paid for. (and i know cause i used to work retail and its pure evil lmao)

Guest

The paper you have is an estimate. Thats it.

Your power button was probably not the only thing broken and someone in your family has to approve the repairs.

Everytime I call a phone number the service order with that number attached to it registers a contact note on the service order. Our prices might be *** but they wont approve a repair without someone giving them approval.

Guest
reply icon Replying to comment of Guest-355338

Last time I looked BB was NOT on the list of companies exhibiting ethical behavior. I'm glad they are going under!

It's about time! Oh, and by the way, if you should mention on your job app for my computer repair store, that you worked for BB, it will instantly be thrown in the trash!

I happen to appreciate my customers and want them to recommend me to their friends. Customers are not always easy butu having them gives me a job I love doing.

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Faythe Svb
map-marker Larkspur, California

DON'T use Geek Squad

Despite scheduling an in home service two weeks in advance, the Geek Squad managed to reschedule my appointment, on the date they were expected to other dates 1-2 weeks out. All without letting me know. Then I talked to a supervisor who got me back on the schedule "lock & knowledged" the appointment for 12-4. I left my house for 5 minutes at 11:25 and despite my neighbor saying I would be back (and I was) he didn't wait and left the "sorry I missed you tag" under my door mat. He had my number and didn't call me and couldn't wait for 5 minutes. 2 hours on the phone with these IDIOTS was not worth it"
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Loss:
$500
Anonymous
map-marker Jacksonville, North Carolina

Geek Squad Screwed Us Over

we purchased a TV and home theater which they couldn't even come on time to deliver, they came two days late, against my children's advice who told me the Geek Squad SUCKS i decided to go with them. then they came in with my TV to install it and wanted me to pay $1000 to install when everything was already paid for. these people give the word geek a bad name. Also the man who was to install my TV was incredibly rude, he kept interrupting me when i was trying to talk to his manager and eventually he gave up and left with my TV.
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3 comments
Guest

This looks like it was written by a 5 year old....

Guest

haha not sure if you have kids but if you dont america thanks you if you do and they tell you to take a flying leap off a high cliff i hope you take your own advice

Guest

WHY didn't you listen to your kids, you ***?

You got what you deserved, ***.

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annoyedenduser
map-marker Hercules, California

GeekSquad turned an inconsequential annoyance into an unusable computer

I attempted to utilize GeekSquad's remote access services to deal with a Hijacker virus that was redirecting my search results. It was annoying, but fairly easy to deal with and definitely nothing that made my computer unusable for general purposes. My GeekSquad agents profile states "I am proficient in Virus and Spyware Removal. Also in MS Office products such as Word and Excel." Now, let me explain to you what that really means - she is proficient in remotely downloading a virus removal program to your computer, running it and still requiring a supervisor to walk her through even that simple step. Each time she remotely restarted my computer, I had to re-install the remote access program and sit there and wait for her to call back with the code necessary for her to access my computer. I finally decided to contact a real IT professional after waiting 47 minutes (I know because she told me) for her to call back the final time. This actual professional spent hours trying to work through the problem GeekSquad created, graciously doing so for a reduced prices because they understood that I had just paid GeekSquad $200 dollars. Ultimately, they felt that the GeekSquad agent had corrupted my partitions and I had to completely reinstall windows. This minor problem, a virus that is really rather easy to remove, became a major one because of the absolute incompetence of the GeekSquad team. I admittedly regret my laziness in choosing GeekSquad, already knowing their services were subpar but also knowing that due to their corporate nature it would be easy to access someone quickly for what I assumed would be a very quick fix. While there may be some competent people working at GeekSquad, they've also hired and opened up space for people with limited, if any, real training to access people's computers.
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Loss:
$200
5 comments
Guest

As the poster is NOT a tech person, I suggest you allow them the courtesy of admitting that they may not have understood what the IT tech was implying. Remote access cannot corrupt partitions but they can make such a mess of the system that the best solution is to backup and reinstall.

Guest

"Annoyedenduser" The ITT guy you spoke with is an ***. While you can corrupt files very eaily you cannot remotely corrupt a PARTITION in your hard drive.

Thats like causing your engine to stop working by putting air in your tires. Enjoy paying this third party company money to fix a problem that they mis-informed you about.

Sounds like a shady car mechanic job right there hahahaah. GET BENT

Guest

I didn't do it because I am not a professional and while it is rather easy to remove, non-professionals often accidentally corrupt a file or two when attempting virus removal. Having the expectation that a company whose sole purpose is to provide technical support should be able to remove this without incident is far from unreasonable.

In fact, the company that ultimately helped me to solve the problem GeekSquad created told me that they've been dealing with this specific virus quite regularly as of late and it's a quick removal.

So, Brad, you're biggest problem is that you assume you have all the answers when you actually don't seem to know much at all.

Guest

Hey Brad, you ***. It should have been easy for Geek Squad to fix.

Afterall that is what they are experts at right? Wrong!

Guest

You're biggest problem is that you 'assumed' it would be a quick fix. If it's so easy to remove, why didn't you do it?

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alseevers
map-marker Minneapolis, Minnesota

Geek Squad is a joke!

I purchased a computer from Best Buy Coon Rapids, MN in 2009. 2011 the same computer began to show signs of a hard drive failure. "Fortunately" we purchased the 3 year Black Tie Protection Plan which covers hardware and labor. I brought the tower and my recovery discs into the store after backing up my data and then don't hear anything for the next two weeks. I finally get word from them that my hard drive failed and they had replaced the hard drive with a new shelf unit after which they were still unable to install the recovery discs. Geek Squad then tells me they will have to send it to Louisville, KY to figure out what is going on and it may be gone approx 2-4 weeks. It's now been two fricking months and the only correspondence I get from BB/GS are these vague misleading emails stating " we still have your PC and are making sure it's functioning properly". When I follow up after the second email I'm told that the notes show that they were waiting for parts and that's all they can tell me. Today I find out that my computer is complete and on it's way back to me from Louisville however the tech asked me if I had the recovery discs because it would be coming back without an OS. WTF?! Really? I gave them to you TWO MONTHS AGO along with my paper weight of a computer. Response "I see that they are not in your file so it's possible that they were sent to Louisville with your PC". EPIC FAIL! We'll see how this plays out but as of now my experience with Geek Squad has been a joke! Poor communication, untimely response and action, inability to diagnose and repair in house, lack of organization, are but a few issues that I have had with this whole experience. Will I purchase another product and/or protection plan from Best Buy/ Geek Squad? *** Frickin' NO!
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3 comments
Guest

I hear ya! I opted for the on-line Tech Support because my mouse was disconnecting and reconnecting itself and wanted a 'check'. After 3-days with GS Techs on-line, they removed/disconnected/uninstalled (whatever you call it) and now no USB ports are working.... therefore unable to log on because no keyboard/mouse present! They said take it into the store.

What should have taken the requested time of 5-7-days ended up being 3-weeks in store only for them to 'backup my files' on a flash drive because they said my tower had a 'biological hazardous smell'.... really? Bottom line, they resued to work on it and fix the problem THEY CAUSED!

Now... they asked me to fix it and they 'may' compensate me for my expenses. I told them I will no longer buy anything from their stores and let people I know the horrible experience I had!

Geek Squad and Best Buy ..... GOOD BYE FOREVER!!! :(

John N Mzy

First of all, buying "protection" plans is not a good idea for almost everything nowadays. You could have taken the money you spent on the protection plan and used it to help pay for a new computer, which you would have been using ever since the day the old one went blank.

But, of course you know that now and hindsight is wonderful.

Secondly, BestBuy is not the most reliable of places to have anything to do with repairing computers, whether they do it themselves or send it off who knows where---as you found out. Again, hindsight.

At this point, I don't think I would trust any computer that came back "fixed" by them anyway. I would buy a new one.

Somewhere else, of course. I bought my first five computers from BestBuy, but no longer do so because of a lack of customer service, their wanting to put their *** "BestBuy PC ap" on computers they sell; and because I can buy the same or better computer elsewhere.

Guest

Best Buy's protection plan and Geek Squad are useless. You're not the only one I'm sure.

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Carmen G Xdy
map-marker Philadelphia, Pennsylvania

*** Squabs not Geek Squad

I was verbally told it would take from 7 to 10 calendar days for my laptop to be repaired, I was immediately asked to pay over $200 for my laptop to be fixed, & the warranty period for coverage started immediately despite my telling them it should not start at once as I did not have use of my laptop. I called on day 12, spent over 20 mins waiting to talk to someone, hung up, called in the afternoon & spent another 20 mins waiting to talk to someone. Both times I called the message said there were 4 people ahead of me. Why do I not believe this? Next laptop I purchase will not be from Best Buy, will not be a Dell laptop, & I will never again use the Geek Squad or the *** Squabs as it should be called.
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Loss:
$200
1 comment
Guest

Warranty starts on day of purchase, this is the same everywhere. All warranties are based on something physical, there has to be something to prove when the warranty starts - so they use the receipt, since the receipt stays in the system, the customer has a copy to go by, and it's concrete evidence of a purchase.

You just want something for free.

Jadarrius Umn
map-marker Washington, District Of Columbia

Bestbuy geeksquad waste of money no help no refunds

I purchased $2500 worth of computers from best buy and a membership to the geek squad tech support. I have tried to use the tech support over thje phone three times and was told all threetimes that they couldn't help me. They don't try to help or they know less than me because I figured it out on my own. They look for a way to get you off the phone not to fix your problem. When I called Best buy for a refund they would NOT refund my money. SAVE YOUR MONEY DON'T WASTE IT ON GEEK SQUAD
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Loss:
$129
amaicj
map-marker Lansing, Michigan

Geek Squad- Terrible Experience

:cry They did not fix my computer but yet charged me. I took my computer in and I purchased a 2 year Tech Support Agreement. They called 3 days later from the store to tell me it was fixed. Also they emailed me and an automated system called me to tell me it was fixed. I went in and she began to tell me all the things they did to my computer including restoring it to factory condition. They were also supposed to back up my files. I turned the computer on in the store and to my surprise and the Geek Squad surprise it still was having the same problem. She now was telling me they could not restore from hard drive and they need a Restore disk. She told me I need to go buy one. I told her give me my money back because they did not fix it like they said they did. She and the manager refused to give me my money back. Manager gave me the number to manufacturer and Best Buy corporate office. I called manufacturer and within minutes my computer was restored. I want my money back from Best Buy. Oh, and when I got home I saw that they did not back up my files. I called corporate, and I keep getting the run around and ACCIDENTLY hung up on. I finally got someone that said that I would be getting a refund and she said that she cancelled my Tech Support, but weeks later I found out it was denied. They did cancel my 2 Year Tech Support but still refuse to give money back. I was able to get a hold of another person who also said I will be receiving a refund but I am still waiting for it. I am not sure what qualifications the people in Geek Squad have, but I have had the worse experience of my life from a Fortune 500 company. I will never shop there again for anything. I also have been discouraging other people I know from taking there computer there. I send them to a local shop that is a fraction of the price.
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4 comments
NocturnalMelody I

I'm so sorry this happened to you. I had a bad experience too, they will try to rip you off in any way possible :(

Guest

Never pay cash or use a Best Buy Credit Card at Best Buy. If you have a dispute they will never give you your money back as you have read from the many pissed off customers.

Use a regular credit card, that way you can call the financial institution and dispute the charges. That is how I got my money back.

Guest

Totally agree with you. Geek Squad is a total rip off. No one should ever buy Technical Support from Best Buy Geek Squad.

Guest

Don't trust Geek Squad. They'll just rip you off.

Seriously, with all the stories about them, I wouldn't trust them. Better to just Google the problem, or take it to someone who knows a lot about computers.

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samofdundee R
map-marker Greeley, Colorado

Best buy won't fix my computer

So about four weeks ago I brought my Toshiba laptop to Best Buy to get it repaired. The screen had been cracked and I wanted it fixed. When i brought it in I was told that I have a warranty and that the repair will be free of charge.

About two weeks later I got a call saying my computer was in. I went and picked it up for free. We were going to check the computer at the store but they sent it back with no battery so we couldn't so I brought it back home. When I turned it on, the same problem I had with the screen was still there.

I went back to the store and they told me it's because I never pre-approved the repair. They also said that they had tried to call me but I never answered. I had never gotten any call so we checked the account and the phone numbers to the account were numbers I have never heard of in my life. Well that makes sense.

So we changed the phone numbers on the account to my cell phone and house phone, pre-approved repair of the screen, and sent it back out...once again with an estimated repair cost of zero dollars. It's been almost two weeks since then and I got a call today saying that they would like me to approve the repair (Weird because on my service order form it says I pre-approved the repair.) I missed the call but on the voicemail it said that the repair will cost $378. Weird because my service order form says that I have the warranty and that it'll be free.

Well I called the Best Buy store near me and asked about the cost. They said that I don't have the right warranty to cover what happened. Well that's great...you still told me it was going to be zero dollars and I have proof of that but I guess that doesn't matter. So I said whatever just approve the repair. He said that he would do that and call me back after. So he eventually called back and told me that my computer was actually on the way back to the store again without being repaired.

I was obviously livid. I called and asked what all this was about. I gave him my service order number and it turned out he was looking at the wrong service order. My computer was in fact still at the repair center awaiting approval (though the estimate is still $378.) I asked him to approve the repair now and he said that he can't because it won't let him. Well that's cool. What do I do now? He said I should get another call tomorrow from the repair center and that I have to tell them when they call that I want it repaired. We changed the primary number (Again??) to my cell phone number and once again we had to delete a number that I've never heard of. Also, some random side note, there was another guy on the account who I have literally NEVER heard of in my life and they said they tried to call him on that one number and never heard back. Really? I wonder why?

Anyway, all in all, the repair still will cost $378 even though my paper says it'll be free. I have to wait until I get a call from the repair center to approve the repair that I already pre-approved. Their systems are all messed up and their Geek Squad employees can't help me. This is the biggest ordeal of my life and none of it is my fault except for the beginning crack on the laptop that should have been quite easily repaired hassle-free. Best costumer service I've ever had.

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4 comments
Guest

does anyone know :? im cinfused :x

i 8) suck a fuken chode

:eek

Guest

will geek squad fix my android cracked screen? i really need to know , though i didn't buy my tablet at best buy, but can i pay them so they can fix it? does anyone know a place i can get it fixed??

Guest

You damaged your laptop accidentaly. This is not covered under the standard warranty. You could have purchased accidental damage coverage and anything at all for any reason would have been covered.

They don't know until they ship it off; whether it will be found as accidental damage or as a system failure. The clerk could have told you this, but I assume you knew this and didn't tell him you dropped it, etc.

~Worked as pc tech in same type job, diff company.

John N Mzy

Methinks you would have been much better off by just buying a brand new laptop online from Dell or even Newegg, etc. Best Buy not longer has anything other than *** customer service and still insist on loading their "Best Buy PC app" onto their machines thus causing the unwary much grief.

However, even when/if you get this laptop back, who knows if the repair was done properly or how long it will last. Thus, buy a new one and throw the old one away.

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Anonymous
map-marker Washington, District Of Columbia

Lack of Service

I went in the Valdosta, Georgia store and asked about a modem to set up DSL for my desktop computer and I could not find anyone that would wait on me. There was plenty of help but they either did not care or were to ignorant to noticed a customer in need. I finally asked one of the persons behind the Geed Squad desk and they could not effectively communicate with me in order to answer my simple question. In summary, I will join others that have had similiar problems with this store and carry my business elsewhere in the future!
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Anonymous
map-marker Gloucester, Massachusetts

Geek Squad didn't do their job

I paid $250 on top of what I paid for a new TV and hardware to have Geek Squad mount, install and set up the TV. They came in and set it up EXCEPT that they failed to connect it to my wireless Internet. So no streaming video until I did what I should have done in the first place - Do It Myself. It was a simple enough matter once I studied the user guide so why didn't these guys take the time to do it for me, a first-time streaming video user? Needless to say, I won't be using Geek Squad services again.
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2 comments
Guest

I have been a computer tech and network tech for over 20 years. I have followed the Geek Squads work many times.

Most people didn't like their service for one reason or another.

I found some of the issue where perception issues. The customer didn't understand the issues and what the Geek Squad was responsible for. But most of the time is was lack of technical training and poor customer service skills. I helped a friend pick out a Laptop at best buy and the laptop only had 2 gigs of ram.

The Geek Squad person standing there recommended 2 more gigs. Good recommendation. I said that I would do that for her and he told me that I wasn’t qualified and I would void the warranty. He never asked me if I was qualified.

Then when I explained that I was a tech with all the certs required he got rude and walked off. Their training is all in house and not industry standard in my option. I went with a friend to bring her computer in to get the CMOS battery replaced and the Geek Squad tech told us that there is no such thing. I explained it to him and he brought out his manager.

His manager took care of the issue.

There was no apologies or recognition of that happened. I wasn’t impressed.

Guest

Did you pay for geeksquad to network your tv? The installer should've offered to connect it for an additional fee but it is not included in the mounting service for warranty issues. If he had, and you had issues, geeksquad is at fault and are now liable to fix the issue that was not paid for.

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Fadia B
map-marker Boca Raton, Florida

Geek Squad The Worst Experience

They have the most unprofessional staff in the industry. They promise you services and time frame they can't deliver. They never call you to discuss your computer problem. And when you call them you can never get through to talk to anyone. They sell you the package, take your money and when they don't deliver they are *** arrogant, and basically give you the shove off. They do not know how to take care of your problems with your computer. They are inexperienced and don't care if you ever come back. I have asked my freinds about 4 of them and they said they will never go back to the Geek Squad and now hate to even go to Best Buy. That goes for me.
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Loss:
$1200
5 comments
Guest

Geek squad sucks. We're on our fourth attempt at getting them to fix our TV.

They replace parts which have not fixed the issue and management refuses to replace the TV. It's sad really, I love the TV and the techs were fine and pleasant so no problem there.

We just want a TV that works. This obviously will affect any future purchases.

Guest

First if all when we come out to do the install it is custom work every situation is different. Customers don't actively think about the real issues:

Where is my power?

Where is the coax?

Mounting on a brick fireplace and no wires showing?

We are not masons and can not do power

There are good installers and there are bad installers just like doctors who graduate the worst in the class you want them performing brain surgery on you?

Programming a remote properly $60 is a steal for the 5 hours you woul have trying to figure out why the back button on your harmony won't work with Netflix

A TV install used to cost $600 and our time windows are better than any of the cable providers or matress companies

We do a 2 day Pre call and call day of to confirm not our fault you don't answer the phones or check messages we wait 20min outside then leave a door hanger because nobody was home

Customers in the store don't even know what equipment they own half the time and we have to find out when we get there

Example:

Harmony remote works with PS3 but only with a separate PS3 adapter

How often do you think we go out to program and that adapter is missing because the customer didn't tell the sales person that they even have a PS3

I know that this my fall on deaf ears but we are all not the bad guys

For the most part we are the problem solvers.

We tell you that the cable company screwed you and that you are not getting High Def and the 2 years you have had the box you have been watching the worst picture possible because it is hooked up with coax

We also end up fixing other rooms that you didn't pay for example:

"Hey I am also having an issue with my 30 year old VCR can you look at it for me?"

We want to say convert your VCR to DVD instead we take more time fixing legacy gear than doing our actual installs.

Go watch constant everyday struggle video and you will see what we deal with on the otherside.

We are not perfect but I like to think I am one of the good ones and will tell you that you don't need that $300 cable from magnolia when this $10 cable on my truck will work just fine

Guest

:(

To the guy who responded from Best Buy:

Your attitude reflects the problem here.

When we spend several thousand dollars on Home Theater system, you better bet your a_ _ we have the right to question what you tell us at the store and what actually occurs when Geek Squad shows up!!!!! Nobody seems to want to explain all the extras you have to pay for when these guys show up and say they are not responsible for particular operations even when you have paid an outrageous amount for their setup services. Buy a good remote? $60 to program it!!!!!!!!!!!!!!!!! Can hook up the wireless connection to your new TV.......for $89!!!!!!!! Take a good look at the reviews. Best Buy has a lot of issues. Consumers, believe it or not, are not always wrong!!!!!!!!!!!!!!!!!!!!!

Guest

bull Geek Squad. There should be someone answering the phones to talk to the customer. The person bought your service and they should find out what is going on. You guys used to be able to do that, what happened?

Also Best Buy service is awful. When I bought my laptop, you guys put the GeekSquad service on my receipt when I said I don't need it because I know you all overcharge and I figure if the computer mucks up and I can't fix it. I will get a new one.

I don't like how Best Buy forces the services on people. Sure there are those who know diddly about a computer and there are those who know something. When a customer is trying to tell ya all to back off, please do it.

Remember: THE CUSTOMER IS ALWAYS RIGHT! Even if they are call on the phone!

Guest

When you buy something from Best Buy it does not entitle you to endless hours of tech support. Also my store is very busy when open so if you call between 10am and 9pm I wont answer. Sorry customers in my store are more important than your problem at home.

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ela Puj
map-marker Los Angeles, California

Geek Squad Technicians and Customer Service Agents suck

Repair for washer has already been 3 weeks and still waiting. 1st schedule, check washer and order the parts. 2nd schedule, technician comes to tell me what I already know, parts aren't in yet. 3rd schedule, was not told that I was re-scheduled. 4th schedule, I talked to the tech outside my house who said that he's waiting for the other tech, both will do the repair and when I checked outside they were gone and service rep told me that they reported nobody was in the house. I'm on my 5th schedule. If you have best buy warranty, make sure you have all the time for their schedules. Didn't use to be this way.
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2 comments
Guest

You are dead wrong, I work for GS and the problem is not lowest costs parts ordered. GS orders the correct manufacturer parts.

The problem lies with their part ordering process. They order from a network of vendors and it's like a *** shoot as to which vendor will have the part and when can they ship it out. Once that is determined there is 2 day delivery for most parts. However 90% of the time the parts ordered take at least a week to actually ship out.

Then there are not enough technicians to actually do the repairs so they are fully booked everyday and GS refuses to hire more techs, And they don;t want to pay the overtime for the techs they have. Also techs are constantly calling off of work. So that backs up repairs even further. It's a classic case of big corporations taking over a good business and ruining it with all their policies and procedures that benefit the board and not the customer.

You're better off doing business with a local repair service. I've seen cases where people were delayed repairs because GS couldn't locate a part from the vendor network for a part that anyone could get a local hardware store.

Alan C Xap

You service plan uses the lowest cost servicers. Lowest costs parts are ordered, with maximum shipping times to lower costs.

Efficiency and expedited service is NOT part of any service contract. Best Buy hires NEW to administer its plans. NEW call centers direct to the lowest cost servicer.

No one person manages your service. Good Luck.

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Helen H Aur
map-marker Salt Lake City, Utah

CT Computers. Scam!!!!

I had a laptop that was having some problems and I was actually referred to him by someone in the geek squad since I needed my computer back before school started on august 24th. So he took it and said that it was an overheating issue so he put some thermal glue to fix the problem. Two days later the same problem, he blew me off the first day he was suppose to take it, and was late the next day by 3 hours. He took the laptop and said it was still overheating and did something else to "fix" the problem. One day later the same problem so after 3 days of blowing me off and me having to call him to see where he was at and feeling like I'm babysitting a grown man to finish fixing my laptop. So he took it again, eventually, and he then called me saying that it was the power cord. So I got a 90 watts converter. Right away, same problem so I called him again, two days in a row and didn't hear anything. The third day when I called him finally picked up. told him my issue and he said that it was probably the hard drive so after 3 days of being blown off and when he called me saying the same excuse he gave me all the other times I told him not to worry about it anymore, I'll figure something else out. I can't even tell you the incompetence of this man. How he can even have clients, and even have a business. DO NOT USE CT COMPUTERS!! Not experienced, not qualified, and extremely poor customer service!
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