Device Diagnostic and Repair

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.

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!

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.

This was the worst customer experience I have ever had. I get Trend Micro through Best Buy, however though it automatically renewed (I confirmed the money had been taken from my account), my Trend Micro Internet Security resolutely said my protection expired and so would not work. I called on Wednesday. Spoke to 1 agent, they put me through to another department, who put me through to another department, who told me I had to go into my local store. Each time I had to explain the issue all over again, and each time they would brightly tell me that my subscription was active. Time spent 1-2 hours. Thursday = Went into my local Best Buy, spoke to an agent and a manager. They told me they could not resolve the issue or refund the money and I had to speak to Trend Micro. Called Trend Micro, spoke to 2 agents, who said they could not refund the money, that according to what they saw that my subscription was inactive and said only Best Buy could resolve the issue. Tried using the online service, the agent redownloaded Trend Micro (which I had already done) and then told to me call accounting. I called accounting who transferred me to someone else, who then transferred me to someone else! They then said they would send me a new serial number for my product within 24 hours. Time spent 5 hours. Monday = No sign of any email. Called Geek Squad, the first agent said they could not help me and would transfer me to subscriptions, subscriptions said they could not issue a new serial number and transferred me to accounting, accounting said they could not help me, and had to transfer me to another department. At this point I was done, and my wife took over. They never did resolve the issue, but we should be getting a refund and an email confirming this (though as things stand neither have occurred, and I have lost my faith in them actually following through on any thing they promise). Summary = Several days of people telling me things I already knew (like my subscription was active so the product should be working), constantly being transferred, each new transfer meaning I had to restart the whole process again (as no one appears to read/leave call notes), and with no one following through on promises made. I have worked in customer service and know that this is the exact opposite of good customer service.

We have used Geek Squad for several years and are very pleased with their help.

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.

Geek squad is awesome!!! Guy was the best. Amazed !!

Unfortunately, my experience with Best Buy and Geek Squad was disappointing. The staff was unhelpful and dismissive, treating me like I didn't know anything about the products I was interested in. The lack of clarity with inventory was frustrating, as I was unable to find what I needed and had to wait for long periods for restocking. Additionally, the Geek Squad service was subpar, as the technicians seemed to be inexperienced and provided poor customer service. The repair services they offered were often delayed, and communication regarding the progress of my device was minimal. Overall, my experience with Best Buy and Geek Squad was underwhelming, and I would not recommend them to anyone. The staff's lack of knowledge and dismissive attitude, combined with poor inventory management and inadequate service, led to a negative experience. It's essential for businesses to prioritize customer satisfaction, and Best Buy and Geek Squad fell short in this regard.