Customer Ratings & Reviews

I have usually purchased all of my devices at Best buy for the geek squad. But my last two experiences have been less than desirable. First I had a Bluetooth headset that broke so I took it in and the price for a new one had gone up. And I had to pay the difference to get a replacement... Like seriously? Does that mean if the price goes down you'll pay me back? The next time my home theater amp died so I took it in and it was shipped off. It took a month and when I got it back what was broken was fixed but then my subwoofer pre outs stopped working so they shipped it off again and it took another month. When it came back nothing had changed. So I told the geek squad agents there and we shipped it off again and this time they "expedited" it. So with it being shipped "faster" and given priority it still took another month. I then left a complaint and the geek squad manager sent me an email I told her what the issue was and she never responded back to my email. So after 3 months of back and forth I had to take my own subwoofers into the store to test it because I was told "we don't have any here to test with." And the amp was still bad so between a combination of terrible customer service an unresponsive manager that initiated the conversation and a horrible repair center. I'm done with geek squad for a while.

the base treble and balanced knobs don't work in tv mode I bought it for that reason to control the treble base and balance no matter what mode

They didn't even look at my none working Christmas gift in house they just wanted to send it off. Whats the point of Geek squad then? Just buy through Amazon and avoid what I have gone through.

They couldn't help me with my issue. Told me to just return the item.

I'm having what might be the worst customer service experience I've ever had, or very close to it. I will say that my prior experiences with Best Buy and Geek Squad have been good. Here's a summary of what I'm currently dealing with- 11/26/16 I purchased two Sonos Play 1 speakers plus a 4 year Geek Squad warranty for each. Speakers are fine. They are good actually and I would recommend. However, in reviewing the GSP plan info I discovered the warranty expiration dates were not correct. For home speakers, the manufacturer's warranty and GSP warranty run consecutively not concurrently per the terms of the GSP plan. Meaning, if the manufacturer's warranty is one (1) year and you purchased a four (4) year Geek Squad protection plan, the Geek Squad warranty expires five (5) years from the date of purchase. This is straight from the GSP plan contract- "Coverage for home speakers and subwoofers (powered and non-powered) will be covered for a period beginning on the expiration of the manufacturer's warranty..." (See Best Buy/Geek Squad Protection Plan doc 119607 (8/16) section 5.4.a.6). I've been calling GS people for 2 months about this and I still have not been able to get this resolved! I managed to get GS to correct the exp. date for one of the speakers but cannot get the other corrected despite numerous calls and an absurd amount of time spent. And these are identical products, identical GSP plans, and purchased at the exact same time in the same BB transaction. Even though GS reps each time say they will get it resolved or 'send to the back office' to get fixed, nothing happens and each time I call back I have to explain the situation in detail again and usually as though I'm calling for the first time. What really pushed me over the edge was when one of the five different reps I talked to today after disconnects and call transfers told me 'Michelle' who I spoke with on 1/19 did not write any notes pertaining to our call, even though we reviewed the details of my issue and she told me she would be 'sending this to the back office' to get it resolved. If anyone from BB is monitoring, for the record I've called on 11/30, 12/15, 12/28, 1/19, 2/1 and 2/3, still with no resolution! Based on my experience here, it seems other Best Buy/Geek Squad customers may have been unknowingly shorted on their GSP home speaker warranties. I suggest anyone who has a GSP plan take a few minutes to familiarize yourself with the plan's terms and conditions.

Majority of my technical gadgets, tv, appliances, home theaters were purchased from Best Buy because of their very good protection plan in the past. Last year, I bought a Sony home theater receiver and with it, is a 4 yr protection plan. This Thanksgiving, when I was about to use my receiver for karaoke use, the item just stopped working. I have done everything that I could to fix it but it wasn't producing any sound. Because I know it was protected, I immediately brought it to the nearest Best buy. To my disappointment, I was told by the Geek Rep that it will take 15 business days for the repairs to be completed. They really don't have technicians who can fix the item in store but it will be sent to another location or state where the service center is. The whole reason of the protection program is to get a replacement when an item is no longer working and at least in the past, my item is always replaced at the store immediately. This time it is no longer the same care. For any consumer out there, please consider reviewing the protection plan you're buying before purchasing it. Sometimes the protection is as much as the same price as the item you bought. believe me or not, it is best not to buy one because the process is forever.

I was told it would cover a swap out, came to find out that it does not. Now I had to unplug all the cords and drive to the store for them to ship it off and be without for two weeks.

I don't want geek squad coverage, didn't order it, and after fifteen minutes on the website trying to work out how to cancel, can't find a way to.

Will not connect even after all the trouble shooting. Tried connecting to my iPad and multiple devices without any luck. Will be returning.

I took my DVD player which I purchase at Best buy a year ago. too have it check out. Had No Video or Audio coming out. While on line a Best buy geek rep told me that the warranty expired they couldn't service it. I asked if they could just check it out. She told me that they didn;t have the equipment to do that. After being 2 years in there geek squad total support. I was amaze they wouldn't even try to check it out. I then threw out the DVD player and purchase a new one at Best buy and had them installed the new one.( installed prices was 50 dollars because I was a member of the total support plan.) When the Geek squad came to install the new DVD player they found out that the Blu Ray input on the receiver was not working( this receiver was also purchase at best buy and had the 2 year geek squad protection on it that was still effective. Geek squad then used the Aux input on the receiver and got it working that way. The bottom line is that I threw out a perfectly good DVD player and bought a brand new one at Best buy and paid 50 dollars extra for an installed. This could have been easly been avoided if they would have just check the 1st DVD player out for me by connecting it too a tv montor. I could have saved 350 dollars the cost of the 2nd DVD player and the installed. The geek squad determine the the pioneer receiver Blu ray input was not working. This receiver is still under the geek squad 2 year protection plan. I told the geek squad rep what had happen and he said that he would make a note on it. Till this day I had not heard from them. Also the Geek squad didn't program my internet and paired my sound bar too the new DVD player. I'm payed 2 hundred dollars a year for geek squad service for 2 years already. I lost 350 dollar between the 2nd dvd player I bought from best buy and the install just because they wouldn't check out the 1st DVD player which I purchase from them buy just simply connecting it to a montor to determine if it work.

This was a total waste of money and not worth it!!

From the day I brought my AVR home and consulted with Best Buy it was determined that this unit would need to be replaced/ upgraded. As no units were available, I was told to use until the right unit was available. In the mean time the unit had issues. they will not repair or replace without a home visit during a pandemic. Now I am stuck with a broken unit and a useless warranty.

the lights on the panel went out and I purchased Denon Receiver at San Bruno Store before closure and not only the 4 yr plan shows up and they could never find the transaction so I have been unable to get it repaired while in extended service protection guarantee until it expired.

Well since Covid started in March 2020 I haven't been able to get through to Geek Squad to help with computer issues so not too happy since I did pay for a year service as I have been doing every year for the last 10+ years and yet Best Buy collected the yearly cost and has provide zero service and they could NOT care less since they have not said or done anything to compensate customers for NOT providing the service they took money for from us!

Geek squad is the worst, I will never purchase it again. They are causing me to have to cancel my $9,000 credit card, and are losing this elite plus customer as a result. I'm going on 2 months dealing with these people for my refrigerator.

2yrs and 5 months; product blew a rod...complete wasted of money for useless 2yr geek squad support. Waited for nearly hour to have a Best Buy phone support person try to find my purchase in the system, which she never could. I was finally transferred to the Geek squad where no one answered after another 30 minutes holding. Look into an Asurion protection plan instead; better value and service (I'm told).

I could not get these people on the phone every time do were transfer me I was disconnected with no call back. You lost with loyal customer. You should not take peoples money in good faith and they’re not delivering on services or goods. it’s called fraud!

This unit didn't work out. Within 24-hours the unit began cycling by turning on and off repeatedly. We returned the unit - didn't replace with another.

It is hard contact them over the phone. People and even the supervisor on the customer are so impolite. They don’t know how to help us with our problems. Just told us to go to the store where we bought our washer and dryer.

Purchase a computer and was informed I have protection up to four devices and when I need help with my computer I was rejected, because a misinformation from the salesman when I did the transaction.