Customer Ratings & Reviews

I was pretty frustrated over this entire situation because I was told over the phone that I needed to make an appointment to even speak with them but that I would be able to get my screen replaced in about 20-30 minutes once at the appointment. When I got to the store for my appointment, I was then told my phone needed to be mailed out to get the screen replaced and that it would take around 2 weeks. I personally have to have a working phone just to be able to go to work so being without mine for 2 weeks was in no way an option. Therefore, I ended up having to just buy another phone because the screen was shattered, so the warranty was useless. I asked the man why someone on the phone would have told me it would be fixed in store the same day and he said that wouldnt be an option ever because, I think it was except for iphones, they don't fix screens in store, they are always sent out. That makes me think it was probably a call center or something that I spoke with that gave me the wrong information. So although I didn't have much direct experience with Geek Squad or their services, I don't think it was their fault I was misinformed.

it worked fine for 18 months, but now, has a bubble in the back of the cellphone if I'm not mistaken the battery is about to die, or worse.

Bought phone for Xmas. Not even a year and the protector on the screen is falling off. Overall, a good phone but a big screen flaw. So sad!

I accidently dropped my phone (motorola edge 2020) while it was outside of the case, leading to a visible set of cracks/fractures in the upper left portion of ge screen. While my best buy monthly 2 year protection plan had just expired a week or so prior, I still expected to be able to at least get a screen repair done at some inflated price. Turns out, they would not have been able to repair the screen (as the squad member put it, they arent equipped to do such replacements for motorola) the best they could have done was put in for a replacement phone. Which, while cheaper than getting a whole new phone, is hardly better than getting motorola's ADH plan and shipping it to them. If you don't have a samsung or iphone, definitely look into the manufacturer ADH or equivalent protection plans. No point dealing with the middleman.

Purchased this place just in case of unexpected accident, but have yet to use it. I have needed to use it for the past 30 days but the closest best buy store/location to me is over an hour away and they need me to come into store to show in person to verify identity before they can proceed with hopefully fixing my device. It's more difficult to find a way to somewhere of that distance when you don't have a vehicle/can't easily find transportation to get there and back... especially on limited income. I really hope it I go through all this hassle to get there, that they can fix my device same day or replace it or something because I won't be a happy customer if I purchased this plan for basically no reason and my phone can't be fixed without extra charges/cost.

This protection plan was finally honored, but it took multiple phone calls and store visits. People on phone said store had to handle. Store said people on phone had to handle it. Finally got customer service on phone with customer service in store. Phone center cannot call store directly and store cannot call them. Took WAY TOO MUCH TIME. I had to take time from work for phone calls and daughter had to drive over an hour to be in store after multiple previous trips to store. They finally honored the plan amd got a free upgrade aa by then there was no replacement for damaged phone.

I was thankful that Best Buy offers this option but I was told for a few dollars more, I could add Theft and Lost and Stollen each month but after calling Geek Squad, the customer service representative I spoke to over the phone said that the employees I spoke to at Best Buy when I purchased it in the store were wrong and that for the phone I purchased, it didn't allow you to get that extra coverage. So was pretty let down about that because if my phone gets lost or stolen, I'm out $1,200. I just wish that Best Buy would educate their employees as well as Geek Squad the same so that these issues wouldn't be an issue and that everyone had the same advice and knowledge to give. I know how important protecting your purchase is, especially when you spend over $1k so it was definitely a huge let down to know that the option I was told was available actually wasn't.

I haven't my made a claim I think t that is will be the rest of the purchase. I got this after I shattered a phone.

Great warranty. I know I didn't get the T-Mobile warranty but I got the unlocked Samsung gallery I got the unlocked Samsung Galaxy S21 ultra.. Not more than a week later the hardware was failing the hardware was failing the haddie is my warranty little did I Orange little did I know that you had to pay a $199 deductible. I am very distraught that I have to pay an extra $199 for a phone that was less than a week old and never got to use I'd like to use it they did not wanna help they were no help I'm a elite member and a total home protection member very sad on Best Buy's part part.

Purchased this place just in case of unexpected accident, but have yet to use it. I have needed to use it for the past 30 days but the closest best buy store/location to me is over an hour away and they need me to come into store to show in person to verify identity before they can proceed with hopefully fixing my device. It's more difficult to find a way to somewhere of that distance when you don't have a vehicle/can't easily find transportation to get there and back... especially on limited income.

I always have love geek squad warranty but not to show i agree with the terms of using manufacturers warranty at the same time i disagree

I returned a phone because was the speaker not working properly, and I get the full amount of money back of the phone but they keep the full amount of the protección plan, need to know if that is correct ven if I just used couple weeks of the serviced!!

Protection covered replacement for water damaged phone but over $80 dollars to ship replacement. Was not allowed option for slower shipping or pickup at store. Still saved overall compared to buying a brand new phone, but shipping cost was excessive.

I used to get this more often but not as much recently, I always been a person to do everything by myself just because I feel more comfortable and knowing what I can do, but it is great especially for Elder people just because they can't get in the stuff areas and they're always there to help, if you ever go inside the Best Buy building you might have a little weight if everyone else is using it that's the only CON that I really noticed

I could not get my new phone to work. I made appt. for geek to look at it. He looked at it and said nothing was wrong with it. I need to learn how to use it. I told him that's why I brought it back to get some training. I was told they couldn't have classes now, I needed to find a friend to teach me. I don't have one, that is the reason I brought it to them. Very frustrating for a senior.

I paid an extra $200 for in store free replacement but when I crack the screen it was not in store free replacement I had to pay an extra $200 plus they shipped the phone off and I had to wait two three days to get in their phone

I'm not sure why they're able to sell a "warranty" that directly sites on top if a factory warranty they EXPECT to come first. After the second year is when the warranty is worth anything .. read the fine print before you spend your money .. only good for BIG money items that you want to protect for multiple years.

Gliches and very slow. Its a good phone for someone that only wants to make calls and send text.

Plan and. Payments in insurance say this. Coverage under your Plan will continue and you authorize Best Buy to charge your credit or debit card. But I can't use a debit card to update payment info it needs to be a credit card! Why? They say there willing. To wait while my credit card comes in the mail. Since it was stolen Still its Frustrating .

It's an alright phone as far as streaming and everyday use, however it tends to lack once you start to play a little in gaming. Screen is nice and as far as the stylus goes - useless.