As a former employee of Geek Squad from prior to them "merging" with Best Buy. I was able to see the destruction of the service from the inside.
Immediately after the merging we were being pushed by management to "hard sell" service plans, regardless if the client contacted us for a question or actually had an issue. This over top of the already ridiculous metrics they expected us to maintain put a strain on time we could spent per client, thus impacting the clients experience. This has lead to "Agents" selling plans without educating the client on what Is and Isn't covered by said plan. Just so they can pad their sales numbers for that month/quarter.
Now back in Aug 2017 they "laid off" alot of their online agents, some with more than 10 years tenure with Geek Squad. In order to *outsource* the jobs elsewhere.
They then told the public that those agents would have jobs still, what they didn't say is those agents would need to apply for those jobs and take a pay cut. My advice to anyone that reads this, avoid Best Buy as they do not care about their customers any more than you would care about an ant you didn't see and stepped on while walking to the corner store.
I didn't like: Online support no longer us based.