Customer Ratings & Reviews

Subject: Concerns Regarding Services and Installation Assistance for Mk.2 Video Encoder 4K60 Pro over Phone -> GS Destorying PC & Postponed from Employment throughout Process To whom it may concern, I am writing to address and document my experience regarding the services I received for my PC, specifically concerning the installation assistance for my Mk.2 Video Encoder 4K60 Pro and subsequent complications. Amongst the handful of transfers, no one was able to validate instillation question over phone. 1. *Initial Compatibility Concerns* I initially sought assistance to confirm compatibility of the Mk.2 card with my MSI motherboard. I purchased the hardware from Best Buy, but due to an incorrect coverage plan and misunderstanding at a different location, I was unable to have someone verify compatibility in my home. Concerned about transporting my workstation PC (lower back pain and risk of damage) but despite willing to make arrangements in-store, I was referred to Geek Squad Remote Repair Services. 2. *First Remote Repair Visit* The technician reassured me that the device would be compatible if installed in a different PCIe slot. I manually switched the hardware, and the device read correctly at 100%. The technician offered to perform a "tune-up" at no additional charge, claiming it would improve my PC's performance. However, after deleting root USB files from Device Manager and blocking certain functionalities, my PC began to experience severe issues, including: - Black screens upon boot - Worsened performance (flickering screens, apps closing randomly) - Requiring hard resets to address stability issues -Cold boot required to address stability issues 3. *Second Remote Repair Visit* Attempting to address the new issues caused by the first visit, I reached out for a second Remote Repair session. Unfortunately, my concerns about the pre-existing problems were disregarded. Instead, the summary of the visit inaccurate driver updates, tune-ups, and edits to Windows Defender—none of which I had agreed to. Moreover, I was charged for services I did not ask for, despite voicing my disagreement. 4. *Customer Service and Escalation Attempts* After two unsuccessful Remote Repair visits, I tried to escalate the issue through corporate feedback channels. Unfortunately, I did not receive a timely or reasonable resolution. False promises of follow-ups left me feeling frustrated and unsupported. Was Tx to Remote Repair.. Disregarded 141.41 of unclear charges (Mk.2cov, 1st, 2nd). Offered +149.99 charge 'to fix' on top of unresolved issues. Bellingham office connected me with a supervisor who attentively listened to my concerns per request. They were understanding of the stress caused by these services, helped ground my worries, and took steps to address the situation. Although this resolution came late in the process, I appreciated their professionalism and empathy. 5. *Summary and Request for Resolution* - Services rendered during both Remote Repair visits exacerbated past initial Mk.2 question, leading to the near-total dysfunction of my workstation. - Registry cleaners performed during the "tune-ups" are not supported by Windows (at best deleting needless registery enteries, which take negligible amounts of space, known to cause irreparable harm to operating system), further contributing to the issues. - I request a refund for the services (question over phone versus 6 day - 1 month ordeal) that led to pre-nonexistant destruction PC functionality. - I commend the Bellingham team for their efforts to address my concerns and ensure accurate documentation moving forward. - A resonable solution for now a total of 5 days of employment postponed, discussed with attorney (small claims <$10,000 if needed, if unabe to restore PC to previous functionality or X amount of time exceeds equivalent earnings $10,000>). While my overall experience was challenging, the Bellingham Geek Squad team helped restore confidence and initiated steps toward a resolution. Currently waiting in shop. ..I truly hope to see this issue fully resolved.

Geek Squad was my go to for years, but I dont know what has happened lately. Too much service outsourcing perhaps? I have an issue with my laptop camera not working. The first 2 service attempts were via remote chat. The level of expertise I received included asking me if my HP laptop runs on windows, and sending the same, pre-generated response OVER and OVER. I decided to call in since my first 2 chats got no results (tech support never even started, just a barrage of repeat comments and questions a technician should know) and was routed to a remote session that resulted in NOTHING. All technicians I talked to seemed like they were helping multiple people at once and only partially interested.

I had a horrible experience with Cyberpower PC building my computer so I went to bestbuy with a part list and had them pick out the parts, order what they could (and i ordered the rest from amazong/newegg), and then had them assemble it. Not only is the cable management perfect the computer runs fantastic. I have to say I couldn't be more impressed with the build quality. I also want to shout out the two agents who helped with part picking and during pickup and drop off. They both made me feel very confident in using them and were extremely helpful throughout the whole process. On top of this I told them I did not need the PC for a month and they were able to assemble it the same week. Seriously hats off to you folks you are incredible.

My laptop no longer suffers from performance issues

They were fast, efficient, and knowledgeable. They set up my Nest like device quickly and showed me how to operate the system. Will definitely use Geek Service again.

Had to take my Dad's AIO to get re-imaged after it got BSD and I couldn't fix it myself. Didn't buy the support package so unfortunately had to pay for the repair, but my Dad's happy so that makes me happy!

My computer was done good so far to my expectations job well done.

Happy that my problem was fixed now I’m back up and running

I took a few days to decide writing a review. Never did one before. That is the only way available to get someone to hear my story at Best Buy, if ever... Bought a Lenovo a few days ago. Started having issues. I call Lenovo premium care I am supposed to be enrolled at. They tell me I am not enrolled. Why do I have leaflet in my box telling me congratulations you are member of premium care and your phone number. They transfer me to standard care. They were supposed to call me back today and never did. And NO LENOVO there is no sticker on the back of my laptop with a serial number. I found it on the settings despite being told repeatedly it is on the back. - 100 for Lenovo. I then chat with the best buy customer care online. If I could rate them - 100 I would. The 1st agent was lazy and told me to click on chat now again to get someone to remotely access my laptop. I told him if I do that, I will talk to someone else, waste another 30 minutes repeating myself. He assured me it would not be the case. I called him out. You are giving me the run around. He assured me he was not and sure enough I click end the chat and start chatting with a new agent wasting another 30 min. - 100 for the laziness and the shameless lies to my face. I have the transcript, he removed the part where I was telling him he was giving me the run around. And there is nowhere for me to send the transcript now. Then the new agent does his job and triage me to someone remotely accessing my laptop after I waste my time repeating myself. That one spent 2 hours not only fixing nothing at all but making it worse and with an attitude. He solved none of my problems in 2 hours. And left me with a blue screen keylocker. Now I not only have issues, I simply can't use my laptop at all anymore. That's a way for him to abruptly end the conversation without leaving me time to ask for the transcript and provide proof he did nothing at all. I got an email later on saying he solved all my issues to which I get a no reply email when I interjected. Again - 100 for the utter incompetence, shameless lies, attitude and bad faith. I found out on LInkedin he is a student in an IT School in India. Best Buy if you hire students, make sure you train them to fix actual issues and check their attitude and prevent them from rigging the conversation so it does not show on their record. It is not hard. Do your job Best buy. Then I go to geek squad at their shop. I am received on time, unlike all the people behind me. Since I bought my laptop a few days ago, I can give it back and so I do. A good way for best buy to avoid class action. - 100 for online customer care Best Buy and Lenovo. It wasted my time, did not solve any of my problems, made it worse and lied to my face. leaving me disrespected. That's no way to treat your supposedly valued customers. At the shop they did their job. Though I did not see them erase my data, so I wonder...

My first contact with the Geek Squad did not go well. The session number was CAS-20408495-Z3V4G7 and the agent was Manda. After I explained my issues and he/she said she could help, I received no reply for 15 minutes. After asking for any communication through the chat, there was a response that I would be helped but then another 15 minutes went by with no additional response. At that point, I decided to discontinue the chat. My problems were not addressed nor resolved. I contacted The Geek Squad immediately again and was assigned to a new agent (Poumuli??). This time my concerns were addressed and one issue was resolved (email attachments) but the 2nd issue was not able to be fixed (no translation of foreign language into English) although a fix was tried. The agent also tuned up my computer. I was satisfied with the overall interaction.

Best Buy uses tech support agents from other countries, the same countries where the scammers and telemarketers who bother us all day live. In December, I called with a question about updating the memorary in my laptop. The agent connected me to a remote chat agent. After the agent checked my memory and answered my question, he created a second desktop without my knowlegdge and started going through files, copying information and chaning file names. When I tried to close the sessoin, he pulled the window off screen so I could not X out of the session. I had to turnn my computer off. I filed a complaint on 12/22/24 and was promised a callback or email within 24 to 48 hours. I've been ghosted ever since. As any who's ever tried to call Best Buy customer service knows, their phone system is atocious and rarely successfully gets you to the right person, or any person sometimes. I've wasted hours trying to find out what happened to my computer during that remote session. I still have no resolution. Some programs on my computer are not working and God knows what information the tech stole off my computer. The only thing Best Buy has told me is that the agent worked from another country and was fired. I would never use Best Buy again for technical assistance. I am canceling my service agreement with them as soon as the fix the mess they made. Horrible and inept customer service.

I have paid for Total Tech service, which includes Geek Squad support, for 2-3 years, and have never really used it. Finally, I needed to use it. To say it was a complete waste of money and hours of time is an understatement. First I spent 30 mins on a call with a preliminary person who couldn't even provide support. She disconnected me after 30 mins and never called back. I called again to deal with another preliminary person for another 30 minutes, who I could barely hear. Finally I was connected to a rep who was supposed to resolve my problem, but they would only speak to me over chat. I finally convinced him to call me, but that call lasted a few brief minutes and then he refused to stay on the line while we resolved the issue. An hour later with this rep (2 hours total), I still HAVE NO RESOLUTION. He told me I should call Microsoft One Drive support team, when there is absolutely no reason for me to do so. Why am I paying hundreds of dollars to Best Buy support if your resolution is to send me somewhere else? When I told the rep that the issue was not resolved and I did not understand what he even did, he didn't care and just wanted to end the remote session. He had control over my computer and started rapidly clicking into things that made absolutely no sense. Finally, he just disconnected the session. Best Buy tech support over the phone is awful and a waste of money. Two hours and no help whatsoever. If there is any way to get in touch with management, I would try but Best Buy is like a black hole. There is no way to get in touch with anyone.

I read the first/ only review of this product and was leary of purchasing it myself, but thought maybe it was just one person's bad luck.. I purchased theproduct, was sent the email with the product redemption code and followed the instructions.. Received an invalid ID code message.. tried several times, and even attempted the other code that comes in the email with no success. Called Geek Squad hotline to get it straightened out, was transfered to someone who they thought could help.. She tried, and was unsuccessful and her comment was "your computer may already have a virus".. she was very sweet, but I already know my computer has a virus which is why I purchased a virus removal program.. She transfered me to mission control, they had no idea what was going on, so I was transfered to a remote access tech who spent about half an hour trying everything he could on my computer to get the program to be accepted. He stated that if there was a virus he would try to just remove the virus himself instead of getting the program to do it, but it would take up to two hours on the phone and remote access, which would be a pain, but I would get over it to get my computer safe again. After he tried everything he was legally allowed to do, he eventually had to call me back to get a hold of the help desk, and we tried a couple of other options as a last resort, including deleting my account altogether and starting over, with no success.. his only suggestion that he and his help desk could come up with was to call the geek squad hotline and ask them for a refund, and possibly complain enough that they would maybe upgrade me to the tech support plan for 199.00 for a year for up to three computers, free of charge since I had already paid the 160.00 plus time spent on the phone, so I am about to try that.. All in all.. this is just a waste of your time no matter what, but the staff is very polite and they do genuinely try to fix the problem, they are just unable to..

"0" Stars was not an Option, or I would've chosen it!! 2 Hours of my life that I will never get back! I purchased this "service" through www.bestbuy.com. It appeared as though it was going to save me time and hassle of having to take my computer to a Best Buy store to have the Geek Squad remove any virsus that maybe on my computer. I purchased this service, received my redemption code and instructions within the 15 minute time frame. I followed the instructions and kept getting an error message that my "order ID code" was invalid. I tried several times, then called the 800 number I received with the redemption code. 2 hour long story short, I had 2 different tech agents remote access my computer and they couldn't get the redemption code to work. I was then told to contact Best Buy because I had been speking with the Geek Squad tech support. They said it was an issue with the redemption number. I then called the toll free number for Best Buy. No one there knew anything either and transfer me to tech support. Again, they were unable to help me as they didn't even know about this service being offered. All they could suggest was transfering me to their order team and having a refund issued. The gentleman came back on the line after a few minutes and said that he explained to the order team representative what was going on, and was told that, even though they are not supposed to, they would issue me a refund which would show on my account within 5 to 7 business days. I thanked him for his help, but thought WTF, why wouldn't they be permitted to issue me a refund for a product that wouldn't work. So now I will wait and see if I get the FULL refund which would be the cost of the service, plus tax. I should've just taken my computer to the store to get fixed. It will take them about a week to service and cost me an additional $50 or so. Thanks for wasting my time online Best Buy Service!!!

The worst repair experience I’ve ever had. Called GS to diagnose slow internet upload speed and the end result is a black screen on my business computer that will not boot nor can I get into safe mode to troubleshoot. Most likely the result of two Windows 10 system updates that failed. I guess the tech completely ignored the fact that the computer was updated yesterday. And to add insult to injury, Geek Squad wants $100+ to fix their screw-up that they can’t get to for almost a week!!! My small business is dead in the water until I can get my computer running again. A total nightmare. While I’ve always been extremely satisfied with their repairs using an agent that makes house calls, the global call center where they attempt computer repairs remotely was a complete disaster. Will never use it again!!!!

Very dissatisfied with service - agent came out and could not complete service, received call and scheduled follow up, on day of service, agent called to discuss issue and said he would have some else call me I have tried 4 times to reach person on phone to reschedule but have not had any success. Will find someone else to assist with technical problems!

Geekeek Squad is by far the most agonizing service I have spent hours and hours trying to get service only to find that they have caused another problem. When they can't fix remotely, they want to send at a tech to your home for $99.09 even though I have the Geek Squad contract. I coud write a book about h ow bad service is remotely and in the store. I will not be renewing again. I don't have enough life time left to spend hours on the phone only to find out my equipment still doen't function as it should.

I wasted hours by signing up for Best Buy Total Tech. I am not a computer expert but knowledgeable enough to not mess with registry or systems files. I have a 4 computer and DiskStation home network. Everything was working well and I added a new laptop (All are Dell) Well, the dreaded Network-Credential verifications started popping up and after hours of watching video and reading I called and signed up for BestBuy Total-Tech (Geek squad). Their tech spent time cleaning files adding stuff to my registry and said he cleaned up everything and it was running great. I said it should, it’s brand new. I then said I’m having credential issues and can’t connect to my Network. 3 plus hours later he is changing, deleting files, calling me to do stuff and in the end he still can’t get the network to communicate with all my systems. He goes on some more and then sends me a message and states I need to call my Internet Service Provider to troubleshoot the problem/line, WHAT!!! What an embarrassing organization, not only that nobody followed up with the typical survey of was I satisfied. Not a peep. I got back on the chat and told them I want my money returned and they seemed to do that quick then offered me and in-store appointment. Worst experience I’ve had in a long time. Right now, were almost 24 hours out and still no follow-up.

Our new brother printer was difficult to set up, and they connected me to a Geek Squad. The first agent couldn't figure it out on the phone so forward me to Agent Shailaja who took over remotely and somehow abandoned the session after trying. No explanation. Didn't walk through anything with me. I did get an email follow up saying "they ensured the brothers printer was installed and functioning correctly and all related software from the manufacturers website is installed on my device. And that they printed a test page and verified scanner functionality..." this agent also dumped by google chrome. They did not do any test print or verify anything with me so it was very confusing and frustrating to find that the printer STILL DID NOT WORK. I got connected to another agent Santiago, who confirmed that this agent should have walked through the set up steps and do the test page print with me, and not just abandon the session like that. But when that agent Santiago tried to restart the session with me, somehow he got disconnected and said he would call back BUT HE DIDN'T. Very poor service overall. My team and had ended up touble shooting ourselves and got most of it resolved but what a waste of time. We are so happy we did not sign up for this Geek Squad service at Best Buy, but will probably not return to Best Buy for devices again.

I have been trying to resolve an issue for 4 and a half hours now. The techs try to help and then just disconnect. The last tech Ayan Kar kept trying to get disconnect instead of helping me. I asked him please not to leave and he said he would not but then disconnected from me without assisting me. I pay extra for this service only to get the run around