Customer Ratings & Reviews

GeekSquad I am no to happy wish then I have bad experience in the pass

Approximately two months ago, I purchased a new Samsung Galaxy S10 Plus in Denton, Texas, and was sold the protection plan with a sales pitch that I would be able to have my phone repaired at their stores. If the screen needed to be replaced, it would cost 30 dollars; if the phone needs to be replaced, it would be 200. So like others for peace of mind, I purchased the plan paying cash upfront and in full for the service. My screen got broke a week ago, and I went to Flower Mound, Texas, to have my phone repaired. When I spoke to the Geek Squad Rep, I got my surprise. They can't fix Samsung Galaxy phones there, so my 30 dollar repair is now 200 replacement. I complained to the repairman and then a manager about the false pretense in which I was sold the insurance plan and complained that my phone was new an only need a screen; now I was going to be charged 200 for a replacement that who knows how old it is. The manager honored the 30 dollar price saying it was a one time deal and he would'nt do it again after I requested corporates number and mentioned an attorney. I am writing review because even though he did honor the price I will still receive a repiared phone that may be older than the one I have when I should have been aable to just have my screen replaced. I requested they just send me to a local Samsung repair and they honor the price and pay for it, but they refused. I was left not choices in the deal accept to accept whatever crap they were willing to give. I am now on day three without a replacment. Save your money and purchase a program through Samsung or a reputable provider that offers more than one outlet to have your phone repaired

I dropped my cell phone and broke my screen. When I went online to file a claim with Geek Squad, my only option was to pay $200 and get what I thought would be a NEW replacement phone. I received the replacement phone and noticed lots of scratches on the phone but went ahead and set it up and sent my phone with only a broken front screen to Geek Squad as instructed. As I'm using the replacement phone, I notice that the bottom buttons (Back and Recent) are not working at all. I change some settings putting it on the softest touch but still having issues getting a response from the Back and Recent buttons. I call Geek Squad right away to report the issue, they apologize and say they'll send me another phone. I have to give a CC number AGAIN in order to do this. I get the new phone and after setting it up, I get a phone call and the ring is very garbled sounding, so I play music through the speaker and it's also sounds garbled....UNBELIEVABLE, they've sent me a replacement phone with a blown speaker. I call Geek Squad once again and report the malfunction and at that time I'm informed that replacement phones are refurbished phones that are tested thoroughly before issuing them....apparently not as I'm on my 2nd replacement phone with issues, at this point. They are apologetic and again say they will send me another phone, I ask to just have my original phone back with the screen fixed and that request was just ignored. AGAIN, I have to give them a CC number in order to get this 3rd phone mailed to me. I just received notification that the 3rd replacement phone was delivered today. I hope and PRAY this is the last time that I have to jump through these hoops. I say all of this to say, don't bother with this insurance, I could have paid $200 locally and gotten my screen fixed on MY phone that worked!!! I'm very disappointed in this insurance as well as their customer service, I've never had this experience with any other insurance that I've had in the past and I will NEVER EVER use Geek Squad insurance again for any of my electronics. In my opinion, good customer service would have escalated this issue after the 2nd replacement phone. I WILL continue this process until I get a cell phone that is satisfactory to me because I had a phone that worked and I expect nothing less but I'm beyond ANNOYED that I even have to do this.

Terrible protection plan, don’t waste your time. Company does not communicate with customers after filing service requests. Instead, they hide behind their terms of use contract. Purchased phone in 2022 and spent close to 380.00 for the protection plan. I recently had to place a repair claim in due to a crack in the phone glass. I was charged a service fee of $200.00 combined with 380.00 which I had paid in monthly fees for the plan. I could have purchased a new phone or just repaired mine. I’ve been told I will be shipped a refurbished phone? Best Buy sells the sells the same phone on their website for 550.50. 1. Original claim placed in mid August. When I called to place the claim was shocked to find out there was no loaner phone provided. The company suggested that they can ship a phone to me while I wait for my phone to be fixed or replaced. I would need to pay the price of the phone but this would be returned once they receive the detective device. I chose this option as I could not be left without a phone. 2. The phone shipped did not work properly. Incoming callers could not hear me clearly. I tried calling and chatting online with the company from the end of August until now to see if my phone will be repaired or a new phone will be shipped out. No one could answer this question, instead new claims were opened. I requested for a call back, this also did not happen until today. 3. Find out today, that apparently the option I chose was actually to replace my phone???? I asked for a loaner phone while mine was being fixed not send me another phone that does not work! 4. When my claim was submitted there should have been some sort of communication that my phone would not be shipped back! Instead I sat here from mid August until October waiting for my phone. Frustrated that no one could provide me with the information when several attempts were made via chat and phone regarding my claim. 5. Speaking with the manager today was frustrating. He continued to mention the “terms of use” and contract instead of looking at my concerns and complaints. Again, hiding behind this contract instead of addressing the lack of communication within their company. 6. Nothing but chaos, skip saving the couple of dollars and go directly to Apple. The trouble the occurred with the protection plan is not worth the trouble. Stay away!

I purchased a brand new phone in 2023 with geek squad protection. The phone was about $450 and the protection plan was another $100-$150. About 1 year after I bought the phone, the charging port broke and the phone wouldn't charge. The geek squad couldn't fix the phone, I don't think they do anything except process replacements. It was over $100 for a replacement. I guess I didn't get the right kind of geek squad protection? Less than a month later, the replacement phone they sent me would not turn on. The geek squad at my local best buy told me it would be another $100+ to replace it. I waited 30 minutes for a geek squad representative to help me and then his shift ended, so I had to start all over with another representative, who took another 30+ minutes to process the replacement and sent to the wrong address. In order to get the item shipped to the right location, he had to cancel the order and I had to come in the next day to do this. It did not receive next day, instead 2-3 business days. Overall, the geek squad was not at all worth it. With the amount of money I spent on replacements with the geek squad, I should have just bought a new phone. I don't plan to purchase this again, and I don't plan to do business with Best Buy in the future.

I got my phone two years ago and it was working fine for 2 years. It started acting up so I called geek squad and they sent a replacement phone. I had some delivery problems with UPS but apart from one rude lady no problems with geek squad. It is now two months later and four phones later and I still don't have one that works. They are friendly about sending replacements but they must be sending out refurbished lemon phones because they keep on arriving with problems. I have wasted hours on the phone with geek squad not to mention the hours and annoyance of constantly setting up new phones. The staff have been great but I regret paying into this plan.

My son has a controller for his nintendo switch that was 13 months old when it just stopped working, being a total member, we took it back to the store. Since they do not have any they gave us store credit, and we thought that we could get on online and have it shipped to the store. Come to find out Best buy is not stocking the wired anymore that you can use a head set with (per customer service #800). then we found out that the manufacturer waranties those with a rerplacement for 2 years. So we went back up to the store and were told that its already been shipped so now we cant swap it back out. Called customer service again, they told us we have to stop and intercept the shipment through the store that they can't do it over the phone. So now we are stuck with store credit that can not be put toward a controller like he had, and while we can replace it, it has to be done through a competitor. And I want to mention that the people in the store are doing what they are instructed to do by corporate, and have been a great help with what they are allowed to do.

Hands down the worst cell phone insurance claim process I have ever been through. I've had Asurion and Assurant cell phone protection in the past 15 years and had claims processed flawlessly with them. My replacement phone was delivered the next day with the other companies. Geek squad cell inaurance is half the price of the other big companies and you get what you pay for. If you're looking for full coverage (loss, theft and damage) Geek Squad will cover you, but you should be prepared to experience 4-8 department transfers every time you call, wait times averaging 6 min, putting you on hold for an average of 15 minutes (multiple times on the same call) frequent "disconnections" and constant "system errors" and "sytem restarts" on their end. You will be frustrated if you call for help. I receieved my replacement phone through Geek squad, well, a gift card instead because my 2 year old phone was not in stock...it just took 6 days to get my gift card. And no best buy, I will not be calling you after you respond to this to talk about my experience. Your phone systems are trash. Associates should take down the customer's number to be contacted im case the call gets dropped because the call will inevitably be disconnected and then the customer has to go through the department to department transfers AGAIN. Never call! Go to the store in person. Associates in the store are actually helpful and resolve your issue.

Do not buy this! Specifically referring to the cell phone plan. So you drop your phone… first you have to try to submit the request online, didnt work for me. Then you call the number- the first time you call and your wait time is up- you will get disconnected- this happened to me the 3 different times I had to call. So then you call back and get through. They ask you a ridiculous amount of questions that you won’t know the answer to - like what date did you buy your phone….. so then you get two options - either send your phone to them and wait without a phone - or they send you a phone to use in the meantime. Let’s say you choose the second which chances are you have to because you need a phone. You have to pay a $2000 deposit to ensure they get the new phone back. Either way you pay $300 for the claim… in addition to the ridiculous amount of money you paid up front for this “coverage”. So from here now your out another $300, you have a hold on your credit card for $2000…. Well at least you’re getting your phone fixed…. Nope! You either get a refurbished model which who the heck knows what the last person did you their phone … you won’t even know what color you will get it’s basically whatever crap phone they have there. Ugh strong regrets buying this. Definitely save yourself the headache and just stick with Apple care. This is so ridiculous to me that I won’t even buy my next phone from here.

Please heed the 1-star reviews and avoid their "protection plan". Tl;dr version: they falsely advertise accident protection/repair. If you don't have an iPhone (or Samsung, depending on your location), they will refuse you repair service and do not honor their contract to consumers. We purchased 2-year accident protection along with the purchase of 3 new phones. We've been careful and taken good care them- until my daughter dropped hers, resulting in a cracked screen. No problem, we're covered, right? Entirely wrong. Not only did they tell me that they won't perform screen repair for her model (note: phone models are not listed as exclusions mentioned in the brochure and information they provide, which is incredibly deceptive), they yanked me around for 4 hours of holding, exhaustive rehashing, and reroutes, sent me on two store visits, gave me a bunk "corporate" number, and practically fell over themselves to try and force a refurbished phone on me several times (which, I've heard, are horror stories all their own). If you pay for the protection plan and don't have an iPhone, expect that your phone can and will not be serviced by any means, and that your best recourse with them will be a refurbished phone that may come with its own host of issues.

Don't purchase this plan for any Samsung device, it's a complete waste of money. I bought the plan, thoroughly read the details, and thought it might be close to Apple Care, but it's not. Once the screen on my Galaxy broke, and they all break due to the use of glass, I was told my only option was for a replacement because there was no local repair shop. The replacement cost $199, but with 13 months into a $11 a month plan my cost actually ended up being $342. Around the same time my wife's iPhone broke, and her screen repair was $49 with Apple Care. To make it worse, the local repair shop, which was also a Samsung approved shop, only charges $279 for a screen repair. If the insurance wasn't a sunk cost by the time I broke the screen I would have went that route. So in the end Geek Squad was a complete waste, and will likely be for most people.

It all started when I was told that there was not a deductible for the plan. I couldn't find this information on my own fast enough so I started chatting with an agent. The agent specifically told me there were no charges when a phone was replaced. SO, I bought it of course because that provides a lot of piece of mind. 7 months later I went to get my phone screen replaced and I was told it would be 150 dollars. This displeased me greatly. I started chatting with another agent and told them my issue with being told that there was no fee. They said that although they could not give a discount for my trouble, they gave me a number that I could call for support that would likely be able to waive the fee due to the misunderstanding. I called the number and their tone and language was pretty much: That is absurd. You should have read all of the fine print yourself. (Side note: always save chat transcripts) So, I eventually paid the full 150 dollars that I had no idea would be involved. Needless to say, I was not pleased. Make sure you have all the info before buying.

My grandson dropped his phone and broke the screen, he made in appointment to take it to the geek squad to have the screen replaced under the geek squad protection plan. When he got there he was told the they WOULD not fix it because the headphone jack was corroded. First off, what does the headphone jack being corroded have to do with a broken screen. I am sure the every cell phone has corrosion in the headphone jack, in is on the outside of the phone, pocket fuzz to sweat just plain moisture can get in there. He was told that he would have to pay 250 for a refurbished phone. Is this just a lazy tech, lack of training or another geek squad attempt to upsell? 60 vs 250, no more geek squad protection plans for this family.

So far so good...haven't needed to use this protection yet.....ill keep you posted.

Great Service for this particular product I bought

Unless you're buying this for your kid and you expect to replace the device, this is awful. They make it sound like they can repair your phone in many cases under this plan, but if the phone isn't a Samsung, you're basically out of luck on actually getting a repair, even for something as small and common as a cracked screen. I went in to use it and was told they don't service my phone and the only option was for then to replace it at $200. Well at $9 a month over the 13 months I've had the phone that means I pay basically $317 for a replacement phone. The warranty is a plan for 2 years so at the end of it I could pay $407 for the fix. That's more than an exact replacement would even cost at that point due to price deterioration. Just put that money into a savings account each month and don't touch it. You'll be better off then this plan can do for you without a Samsung device

My son cracked the screen on his Samsung phone while at Universal Studios. The phone was not usable. Called Geek Squad and they had one store in Florida that could repair it and they did not have the part in stock. We are back in OH and almost 2 weeks later it has still not been repaired. They had to order the part, communication has been poor and then they have to set up another appointment to bring it in for the repair. Then they’ll be another appointment to pick it up. Ridiculous! Not to mention the store is not even close to us!

For the first time, I got convinced to take on protection plan on my phone. I was told there was no deductible, you will get a new phone. Well I got nothing but. It took me a month just to get a box to ship the broken phone. A charge of $1900 was placed on my credit card until the broken phone was received. They sent me a refurbished phone of an odd colour. Colour I would never buy. Since it took them a month to send me a box to ship back the phone, my credit card was not paid (why would I pay something that was going to be refunded) so I incurred interest. I requested a call back from a supervisor or a manager six times. Never got to speak to them. To get to the right department it is so difficult. Press this press that, get verified two three times. First time I got phone protection plan from Geek squad, it will definitely be the last.

Service was great because I didn't get any. I made an appointment to have my iPhone battery replaced and when I got there, after rescheduling my time, taking off work, and low and behold they said they were all out and it was first-come first-served. Reason for an appointment? You tell me. All they had to do was call, but apparently thought once I was in the store, I'd peruse the isles and buy something or simply thought I had nothing better to do than waste my time. Nothing gained, nothing bought. Won't be visiting Best Buy, North Canton, OH, again.

Absolutely not worth it. I purchased this for a google pixel 7a. Best buy will not repair google phones so only option for accidental damage was to replace the phone (cost $118), which means the plan can only be used once in its lifetime. The cost of the plan plus deductible is more that the cost of a repair at an authorized google repair shop. so buying this plan added $70 to my repair cost.