Customer Ratings & Reviews

I paid near 200 for my coverage, samsung galaxy note 10 plus. Dropped my phone in my room in its otterbox, the edge of the screen cracked and the screen wont work anymore. I brought it in assuming theyd know how to replace the screen but it ended up that they replace the whole phone and theres a service charge for $200 so all and all I could have bought a $300 screen and replaced it myself like I have with my other phones. But now im $400 into the system. Just wish I read the fine print to know there was going to be a hidden $200 service charge.

I purchased the Android a25 in January. It was a geek squad refurbished phone. There are several kinks that aggravate and concern me. First of all the volume button intermittently appears on the screen while playing games and searching the web and turns itself up I had to go all the way into the settings to make the volume quit going up by itself and popping up on the screen also when the phone is asleep and it rings there is no way to answer it it doesn't turn on and it doesn't show you the phone app so that you can push the button also when powering down when I turn it back on it turns on to the DOS screen and forces me to do a system reboot.

The 2-yr phone coverage apparently works different if you have a Samsung phone vs. any other manufacturer. I dropped my phone and the screen when black. First of all, this coverage contract is for replacement only, not repair. Second, the geek squad rep said if I had a different make of phone (other than Samsung), they could have given me a Best Buy credit for the original price so I could buy a different phone, and my contract would end. But because it's a Samsung, they have to order a replacement (rebuilt) phone for me which I should get in the mail in a couple days, after which, I will need to ship the old phone back. I'm now without a phone waiting for the replacement to arrive, and there's no way to track the shipment because it just says "purchase at store". Not what I would call helpful. Maybe this is the way it's written up, and maybe there's some fine print somewhere that I can't find, but I give Best Buy a failing grade for transparency. I suppose I probably would have still bought the contract had I known these things ahead of time, but I would have liked to be informed about how it really worked. I would rather have a sales person who is trained in product knowledge and customer education, than one who is more focused on making the sale. Hopefully, my replacement phone will arrive soon.

Unlike other geek squad warranties, please be warned that cell phone protection plans have a $200 deductible in addition to the initial $169 fee. If your phone is still available, they will only replace it with the exact phone you have, no credit towards upgrades. Additionally they cannot guarantee your replacement will be new or refurbished. Using your warranty will consume your first protection plan fee, so if you want protection for your replacement, you'll have to repurchase. $169 + $200 +$169= $538. Depending on your phone generation, that's a considerable investment into an old, refurbished phone. Wish I knew this going into the deal, otherwise I would be persuaded doing business elsewhere. In my case, I had my warranty pro rated & refunded. My service provider gave me $350 for my busted up S10+, and I used that toward a new S21 ultimate. Goodluck.

I wasn't impressed. I finally broke my Note 10 screen 2 years later. Scheduled an appt with them an hour away only for them to tell me the closest place that'll fix it is 5 hours away. Instead I ordered their replacement phone for $200 something and it arrived quickly, but the ports were dirty and dusty and the sound button didn't work. Customer service was foreign and hard to understand and passed me from person to person for 4 hours and then I was finally able to get another replacement the next day. That screen lasted less than a month and broke from dropping it on a softcover book. So I ordered another phone for $200 something and the back shattered mysteriously in less than a month mind you my phone has been in an otterbox the entire time. So instead I decided to drop paying for their service because I feel like the quality of the parts they use just isn't there and I could order online and YouTube it myself for cheaper and probably the same quality parts if not better.

Overpriced--minimal service. Felt it was incomplete. Received better service from before. Agent was courteous.

Don't think this is worth paying for. I purchased it for 2 phones and when one of my phones started having issues, I was going to have to pay $100 just to have them look at my phone, with no guarantee that it would be fixed or replaced.

Infuriating - I drove over 70 miles (each direction) to purchase the in store exchange options for repair and when I needed it, they refused to help. After standing in line for an hour they would not help me in the store. So I had to wait on shipping, then I had to mail back my broken phone. Wouldn't let me drop it off at the geek squad counter (I tried since the return box came without a label). I could go on and on but I have never been impressed with the service and support from Geek Squad. All I got from management was a bunch of excuses. Previous need for help was a screen protector, and the "lifetime " screen protector (over $60) started coming off after a few weeks. Another waste of money and time. Of course when I asked them to replace it, more excuses as to why they couldn't help me.

Considering the price you pay, this is absolutely not worth it. Broken phones still cost $250+. And there is no replacement, you have to wait for them to mail you a replacement then mail your broken phone back. But you also pay an extra deposit so to replace a broken phone costs $500 up front. Ridiculous. I had them charge me $60 for a screen protector that they placed for me (one of those fancy lifetime ones) and it lifted on 2 corners within a few weeks. And the guarantee on that.....nothing. So truly pointless. I will never waste my money on this again.

Didn't do much to help when phone was stolen, was able to help when phone screen broke but still charged us a lot of money to fix not really worth it for cell phones

I purchased this plan along with a new phone, was told explicitly that any replacement or repair would be done in house or I wouldn't of bought it, fast forward to today the camera on said phone quit working. I called support, to verify the steps to get it replaced. was told to schedule an appointment to get it fixed only to get there and find out they couldn't do anything about it except have a replacement mailed to me, which originally I was told would be here in two days, yet I still have zero tracking info, and they cant tell me it either

I recently used Geek Squad services and found the experience to be mixed. While the technicians were knowledgeable and arrived on time, I felt that the pricing was higher than expected.

Never used them so I can't say really how good they are. Hopefully they are better than the staff working the floor at Best Buy.

After paying $10 a month for almost a year i had a issue with my phone screen not working properly and they wanted to just replace the whole phone which was $200 plus additional fees. They need to be more clear on that you would have to pay half or more then half the phones cost just to get a screen repair, i could have my screen repaired for less elseware and not have to pay $10 a month.

was pointless to purchase this since It was a new product. and had a warranty

wow! just looking into this because I have a cracked screen. I bought 1 yr accidental protection but I must have gotten this mixed up with Apple Care + because I thought it would cost $29 to replace the screen but the copay is $129!!!! OMG the phone cost $229... so purchase cautiously. had i known it was $129 for copay i would've never purchased it. what a waste.

I had insurance during the beginning of the pandemic. I called a day before my insurance expired to fix my phone. They said I could go anytime after the stores reopened. I called in April. I went in July. Not working and all is hard to save for stuff. Anyhow, I went from one store to another. No help. Called, got transferred, got hung up on, got attitude. Emailed. 5x. Still no help. I was going to give the phone to my daughter but wasn't able to since I was unable to fix it.

Last geek squad protection I buy. Spent $1200 for new phone. Plus $200-300 for the protection. I only got $700+ store credit when my phone stopped working. Geek squad said they're were unable to fix it or replace it. At least I got some money back IG...

The Geek Squad installed my tv's and connected then to my devices but, I haven't have any luck on service that I have needed since then. I have been in the store before Covid-19, and I did not get the service that I needed. The line was long and I was sent to ask a clerk on the floor, who did not help me. I have made phone calls to ask for help before the Covid-19, and was put on hold for about 15 min., then when a young lady talked to me, I was put on hold again and then disconnected, Never got help, that I have paid for.

Must be careful to read the fine prints behind every warranty because every warranty does not cover everything. And make sure to know exactly what you are paying for. My phone screen cracked and I believe that I would get a replacement with no problem but it turned out that this protection coverage did not cover cracks and so I had a responsibility to pay a deductible which I did not have the money to pay. I wanted to canceling the protection altogether.