Customer Ratings & Reviews

I purchased a Galaxy S20 Ultra with the Geek Squad Complete Protection Plan on 7/5/20. At the time the agent advised if anything happened to the phone Best Buy would just replace it. Well, I dropped the phone and it cracked. I took the phone in and was advised it has to be sent to Samsung and is a 3 - 4 week process. The website even indicates: Drops, spills and cracks. Geek Squad Disclaimer 5 We'll replace your device if you accidentally damage it by dropping or spilling on it in the course of normal use. Why doesn't this indicate the phone has to be sent off instead of "replaced"? I read the 16 page Pdf and it talked about replacement or reimbursement throughout it and never indicated the item had to be sent off for weeks. I have an appt with another Geek Squad agent so hopefully the one I spoke with today was ready to leave and didn't really want to deal with me.

The 2 yr geek squad protection plan for cell phones is a joke, besides spending hours trying to get information about a phone repair, after it's all said and done turns out there's a service fee of 149.99 for a repair I could get done at any other repair shop for $50 less. This has me asking myself why did I waste my money with this useless geek squad protection plan. While I'm complaining, let me tell you what Best Buy and the geeks require of you to make an appointment, first off , spend a lot of time on the phone and when you get to talk to someone they're not much help at all. I called the store number and asked for the mobile phone dept. the person who answered eventually had to come clean and tell me they weren't actually at the store , I found this out after they couldn't answer my questions about whether they have parts on site and can fix my phone same day, of course they didn't know because they were miles and miles away! But they told me they would make me an appointment so I can travel to the store only for the geeks to tell me they don't have the ability to repair on site and would have to send it out to get fixed and it would take up to 2 weeks. If I could of just found this out before I drove 45 minutes to the store It would of saved me time and gas money, it's absolutely Ridiculous! Eventually I had it fixed same day at another shop where people actually know what they're doing with phone repairs. The fact that best buy routes your calls to someone who's not at the store and can't answer your questions is a deal breaker to me. I doubt that I will ever step foot in a best buy store again and would not recommend any geek squad services to anyone.

I purchased Geek Squad protection in case I were to crack my Samsung Note 10 screen. I was told that if I cracked my screen, I could get it repaired. Sure enough, a little over a year later I drop my phone and the screen cracks. I take it in to Best Buy to request it be repaired only to be told I have to go through the Rapid Replacement program which involves receiving a refurbished phone and then sending my damaged phone back for a $250 deductible. I told them I wanted to repair the screen, not turn my phone in for a refurb. I was told they don't repair phones. I showed them on their own website where they show they can repair it for $59.99. I was then told that if I wanted to get it repaired, I had to drive it myself 3 hours away to the closest location to do it in person. I asked if Best Buy would mail it for me. I was told no, that's not an option. I asked if I could mail it. I was told that's not an option. The only option is to drive it myself if I want it repaired for $59.99. Otherwise, they force you into paying $250 for a refurbished phone. When it was pitched initially that I could get it repaired at Best Buy. So essentially, I paid $200 for protection that will cost me another $250 to get a refurb due to a cracked screen. So I'd be $450 in, just for a cracked screen. Without Geek Squad protection, I could have had it repaired by a local Samsung Certified repair shop for $250. I wasted $200 on a very poor protection plan that is VERY misleading. The Geek Squad manager also told me that I was the ONLY customer that has ever pushed back on getting a refurb versus getting it repaired. I find that very hard to believe. Why pay $250 for a refurb when the repair is $59.99. I'll never purchase Geek Squad Protection again or recommend it to anyone.

If there was less than a star I would do that. Very disappointed!! I first thought when I asked for protection that they applied it through Verizon. I didn't find out that wasn't the case until 2 weeks after I bought my phone and my screen was shattered when my toddler dropped my phone in my driveway. So then the St Cloud store tells me they don't fix Samsung so I scheduled an appointment for later that afternoon and drove 2 hours to Eagan to have THE WORST CUSTOMER SERVICE EXPERIENCE OF MY LIFE AT BEST BUY!! Rude. Not helpful. Didn't have the ability to fix my phone same day but didn't tell me that until I had been there a half hour and mind you I showed up 20 minutes early for my appointment. I couldn't drive that far again the next day so I had to schedule an appointment with MAPLE GROVE which is again 1-1/2 hours from where I live and also they had no openings until 6 days later. When I went to Maple Grove their customer service was great except that I gave them a friend's cell phone number to call me on when the phone was done and right before closing I showed up to the store and was like where is my phone? They tell me it had been done for almost two hours and they tried the number on the account but it was the phone they were fixing. Ah yeah, hence why I gave you a friend's phone number. UGH! The screen has little seizures now when I use it and IDK if it is the screen itself or the screen protector they put on, but the bottom of the screen is sharp and not smooth like it was prior to the repair. I will NOT recommend Geek Squad for cell phones even though their service has been on point with all other items I have bought from their store. What a nightmare!

This hasn't been as easy or express as I was told it would be. Took my phone in with battery issues. I was told they couldn't fix it and that they had to replace with a new/refurbished phone. I was like yeah I mean I need a working phone. find out there's a deductible that is 1/4 the price of the phone new. At this point you're already boned because you need a phone and then they hit you with it could take five business days. So I asked the geek squad person what I should do and he suggested that I buy a cheap phone from Best buy and just return it because they have a 14-day return policy. At this point I feel like I have no choice but to do that. I can't go without a phone for 5 days. Wasn't told about the $45 restocking fee. Two days go by and then I get an email saying they couldn't replace my phone and that they're sending me a digital gift card to buy a phone. Now I'm at day four without my phone being replaced and waiting on a digital gift card that I don't know for how much. Right now I'm in the hole for more than the phone cost originally. To the point I wouldn't recommend getting geek squads replacement/protection plan for your phone. You're just going to end up wasting $10 a month and have to pay $200 plus another $400 for nothing when you could've went somewhere else and bought a refurbished phone for that amount. Wouldn't be so mad if this was how it was laid out to me when I purchased the plan. Pretty sure the word "express" was used incorrectly

Had a problem with my Samsung S-20 FE last week, took it to my local Best Buy since I had purchased a two year coverage plan for $180 (including tax). Employee ordered a replacement phone. I told him that since purchasing the phone I had switched carriers from Sprint to AT&T (still using the same phone I purchased at Best Buy) when I noticed he was ordering a "Sprint" phone. He told me "no problem just call Sprint they will unlock it and if they cannot bring it back here and we will." I got the phone and called Sprint, was working with their support people (got moved to a supervisor) and after an hour they told me they could not unlock it and I should take it to Best Buy for help. Went to Best Buy the next morning and was told by the same Geek Squad and the store general manager that there was nothing they could do for me. They called corporate who told them that they could try ordering yet another phone but it too would be locked to the Sprint network. Apparently Best But does not think you should be able to switch carriers. in the end the only thing they would do for me is refund the $160 I had to pay to get the new fund and a small portion of the coverage plan ( I had asked for a full refund since they did not fix the problem like they promised). In the past I have purchased coverage from them for several products, but after this experience i do not think I will ever do that again.

POINTLESS! I cracked my screen so attempted to make a claim with Geek Squad. Got to the store and was told that it would be a $199 charge and I'd receive a refurbished phone in the mail in a few days. This is inconsistent with what I was told over the phone. On the phone (with the Geek Squad service center) I was told it would be $69 for a screen repair. Well, in Rochester the Best Buy locations are not Samsung certified, so they can't replace the screens (they have to do a replacement). I said no thanks, I'll find another place to have the screen fixed. I was then told that doing that would void my Geek Squad protection because I would be getting the device serviced by an outside party. ARE YOU KIDDING ME? So, because the Best Buy stores in my area are not Samsung certified it means that I have to pay an additional $130? ABSOLUTELY NOT! Save your money and skip the Geek Squad protection plan of you're in Western NY.

Would give a zero if I could. Was told I had to purchase protection plan for Geek Squad to repair cracked screen. Then they said they can't repair it. They only replace with refurbished or new which they do not have. I asked to have my protection plan canceled since it is of no value to me and refund the month payment I made which was worthless. Held on the phone with Corporate offices two and a half hours and no answer. In person store Fox Point WI did not resolve problem and is not taking calls. National line and chat has me holding and disconnects me. No resolution.

When i bought samsung s20 ultra, I was told by the salesperson that the geek squad protection was way better than my phone company's insurance. That is not the case. It is the same if not worse. I was charged a $200 deductible for a refurbished phone. When i called asurion, I was told my deductible would be $100 and I would be sent a new phone. I will be returning the refurbished phone to Best Buy & canceling the geek squad protection!!

I got a cracked screen. Up in the right hand corner. I took it to the Best Buy in East Wichita and tried to get it repaired. My receipt said it would cost $75. They said they didn't have a repair station nearby. Missouri was the closest. So it cost me $200 for a complete replacement. I should have got the insurance from Verizon instead of BestBuy.

My wife and I just purchased new very expensive phones. We usually purchase our phones directly from Verizon. When we do we get the protection from them. We've never had an issue. This time around we got a great deal with Best Buy so we decided to take a chance. I have never regretted anything more. The first issue was when I had a charging issue with my new phone. I took it into the local Best Buy and was told that they didnt work on Samsung phones and I'd have to take it 45 minutes away to a store that works on Samsung phones! They also told me I couldn't take them to Verizon either because the phones were purchased from Best Buy. Totally unacceptable and I never would have purchased the phones (almost $2000) if I would have known that. So just a warning.....

I purchased the geek squad for a Vizio TV I purchased a few years back. I called for service and a few of the bulbs started to go. Someone came to my house to access the issue nd never followed up. A day or two later, I received an email from geek squad stating that my service was completed when nothing had been done.

Geek squad is horrible and i will never use them again!!! They gave me the run around for almost a year on a phone i purchased and refused to fix it. I had to go thru Sprint to get a new phone. And the manager at the Best Buy store continued to lie everytime i visit the store in Spring Valley. I like Best Buy but i will never use Or suggest Geek Squad EVER!!

Horrible...I was having problems with my phone charging. I brought it in to see if they can check the problem and they said its better if im insured through my carrier..lol! Wht a joke..you're telling me I've been paying u every month for 7 months for absolutely nothing..highly recommend not getting geeksquad ever!..put tht into your savings instead!

When I bought my phone, I asked to keep my equipment coverage with Verizon and was told that I had to get my coverage through the Geek Squad now instead. Now after 6 months I see that I am getting billed for both. When I called BB to find out what was going on, I got sent from one person to the next, and as of right now I have been on hold for 1 hour and am hanging up. Best Buy used to be one of my favorite stores but I may be done with them now.

I was told by a best buy employee that I had complete coverage on my phone.When my phone was stolen I went to file a claim and was told that I didn't have the coverage. Because of the fault of the employee I had to pay the remainder balance on my phone,$500. And had to put $500 down on a new phone. I was lied too by the employee and forced to pay a ton of money in the end. 100% unsatisfied!!

I've been paying 8.99 for phone protection and the store associate that helped me said I can use it to replace my screen if it breaks. I went to the store and they told me I had to pay $200 and recieve a new phone and return my old one. I was very upset because for the last year and a half I've been paying this fee of 8.99 for absolutely no good reason.

The price of the coverage + deductible is more than the cost just to repair a cracked screen. The phone is replaced with a refurbished phone. Therefore, you have to download all your apps and setup all your accounts again. Way more hassle than just having the screen repaired.

Did not honor the protection. I will never purchase the protection thru this agency never again. Took my business elsewhere. Too much of a hassle. You buy merchandise in one store should not have to travel over 45miles to another store to receive help are call 1800 number not what i was told

Although I never used the service, I was very disappointed to find out that the plan was only good for 2 years. My monthly payments even stopped being withdrawn from my credit card before the 2 year expiration date. I only found this out on the 3rd year when I got a new phone and decided I needed to cancel my protection plan that I never used. Good thing I bought a new phone because the old phone needed repairs.