Customer Ratings & Reviews

My fiance and I went to get a new laptop. I need to connect my device with a stenograph machine and therefore had very specific specs I was looking for. We weren't assisted by anyone in helping pick out a laptop. I had already narrowed it down and once we decided we asked Francisco in the computer's department if they could unlock the cage to get our laptop out. The one we wanted was only available as an open item but decided to get it anyway. Francisco was telling us about the protection plan options. The way it was explained to us was, Option 1 covers accidental damage but nothing internal. Option 2 covers everything internal but nothing externals such as drops. That is pretty much how it was explained. He told us the 2nd option had tech support 24/7. I inquired about the accident damage protection plan and asked if that covered normal wear and tear and defects to the laptop and was told no. I found this strange as both my fiance and I past BBY employees. I asked when that changed and was given a vague reply about how it was like that. We ended up going for the plan that covered the internal damages with the tech support. Once I got home I started researching the plans because something didn't sit right with me in how the plans were presented. I started reading the terms and conditions and discovered the plan we were sold was a yearly membership feel. We never once were told it was a yearly $200 membership fee. Needless to say, I wasn't thrilled that something that important hadn't been disclosed. I also read up in the ADH plan and it covers exactly what I believed it did. My fiance and I had to return to the store to cancel the other plan and purchase the ADH plan instead. We were told we'd have to call the 1-888 number to cancel the plan. Such an inconvenience considering we would've purchases the correct plan had we been given the correct information. We called the 1-888 number and after a bunch of prompts were able to bypass and connect to a real person. We let him know exactly what we needed to do and he said, "it'll be just a few minutes" and put us on hold. 40ish minutes later we are still on hold and then get the call disconnected. No call back from anyone, no email confirming the plan had been cancelled and refunded, nothing. So now we have to yet again call and try again. The system in store should allow for cancellation of plans within the 14 day period. This is such a hassle. I was a supervisor at BBY for years. The fact that there was an employee giving incorrect and misleading information to a customer about the service plans is disappointing to say the least. I expect better interactions and better communication from the employees at BBY, that's why I shop there. Considering the employee was making a sale without having to do anything on their part since I knew what I wanted, should have made it so that at the very least they should've sold the hell out of the protection plan. Now we are stuck having to fix a mistake that could've been avoided.

I’m writing this after a year of my repair. (At the time I was a month away from moving out of state.) I went to bestbuy geek squad to get my laptop battery fixed. It took them about 2 or 3 weeks to get it repaired. After I went back to pick it up, my charger was different and wasn’t the one that came with the laptop(which is Dell). I asked what happened to it and they didn’t know. So they gave another one which was from HP and not dell. At the time, I also notice that the right side of the pc near the track pad was a little bent. As if something was swollen or wouldn’t fit. Ever since that I’ve had many performance and battery problems. I CANT EVEM USE IT WITHOUT A POWER CABLE BECAUSE IT WONT RECOGNIZE THE BATTERY. I’m gonna try to get support again. I don’t think this is supposed to happen.

The agents were not clear in what the “warranty” covered before purchasing. I’ve had the laptop I purchased with this warranty for only a year and have already experienced screen black outs, having my files deleted, and a variety of glitches that have gone unaddressed. When attempting to bring it in I was told if it was a software issue it is likely that I caused it and would have to pay an additional $200 just to have it looked at with no guarantee it would be fixed. Mind you I am doctoral student at the moment and have used this laptop for nothing but school purposes. Disappointed in the lack of assistance in figuring out the problem and fixing it as this has been an expensive purchase.

my new laptop had trouble, so I brought it in to Geek Squad - and was told that my warranty did not cover buying a faulty product. But they could look at it, which would cost at least $250 (after I already paid over $300 for this warranty. They said since it was still new and under warranty, to return it, which I did. Hopefully that will also refund this useless warranty.

I purchased this warranty for 3 years and now when it is not even close to 2 years they just cancelled without any further explanation even when I paid $319.99 dlls for 3 years.... They alleged the blue color code I purchase could expire without any warning???? I have been trying to speak with Geed Squad for 2 weeks and they are all useless over the phone & even on the chat windows... Noone can help me and tell me why they cancel the warranty on my daughters laptop. The worse part is that i also bought a 2nd laptop and 2nd coverage for my other daughter so I am afraid of another scam in the future... WHAT A BIG FIASCO ... They have made me waste days and phone calls for these weeks and NOONE can resolve the problem and get back to me...

First…geek squad takes too long to repair laptops…they had mines for almost 1month now…I dropped it off at the store and they shipped it to the service center…they replace the mother board and sent it back to the store who then sent it back to the service center…and they will not tell me what they fixing other then say we had to order more parts…I spoke with a manager who personally told me they have 3 attempts to fix the problem before they will replace it and each attempt can take 2 months…

I waited 5 months after 2 months of when it broke and then finnaly they agreed to fix it. The first time i came the charge was more than the computer even tho i had protection plan! Now its free Summary: at first scam 5 months later finnaly free.

Had it for 3 months and the hinge completely fell apart. It doesn’t close and I had to just spend more to get a new one. Bummer. Thought it would last longer…..

There’s really no point to cover your device for 1-3 years but definitely a need to cover for more than 3 years cause that’s wen most devices start to break down. On the other side, if one bought it… it’s basically a donation to Best Buy, since you’d end up not using it & when you do you’d pay more cash to fix your device on top of paying for the send out fee!!

I made a $724 purchase on the Best buy.com website. A $530 laptop with a $194 Geek Squad warranty and I didn't receive not one reward point, why? because I went through Progressive Leasing, even used the 90 day cash option to pay it off. I actually could have went ANYWHERE with my Progressive account but I chose Bestbuy because I trust them and I've made many purchases from them for years. Had I known I wouldn't receive points I would've went elsewhere. You really need to change that policy.

Your store is say that this 2 yr protection is not active and never existed even though you can clearly see that it was purchased

Can’t get my money back cause I don’t have the laptop anymore. There isn’t no need to have my money go to a laptop I don’t have for 5 years.

Bought by Accidentally Today Dont want geek Squad Protection .Need To Get Refund Asap please

A customer service representative at best buy told me last May 2021 that if I paid 10 times ( 26.94 dollars with the tax) for a two-year protection plan, however, I realized that I already paid for it 12 times this month. And they told me my plan is for monthly purchases. I was really sad about it because they explained it incorrectly at the store. I also ask geek squad online if they can fix the physical damage on my laptop and they said yes but when I came there in the store they said, " You have to go to HP to get your laptop fixed." That broke my heart when they said that. I paid for the plan of 2-YEAR ACCIDENTAL GEEK SQUAD PROTECTION but the simple damage was not fixed. If you want to buy a warranty please ask about how much will you have to pay at the end and you might look at other offers better than geek squad. I hope this help for you guys who are planning the plan. please look at the simple damage that I was describing.

Horrible!!!!!! I never opened until it was too late to return and when I did it wouldn’t keep a charge’ I then took it back to BEST BUY and they made like the battery was good’ I then decided to use it and plugged it in to charge once again cause even when it’s completely off the battery doesn’t keep charge! This time I plugged it in for almost 5 hrs and it never charged up! I hate that I brought it from Best Buy I always had trouble out of their laptops but I listened to my Nephew and brought it and I regret it!!!!

Best Buy customer service is lousy!! You can't speak to anyone at the store, it routes you to another country. No two people tell you the same story. I was concerned about the return policy and the customer rep. told me that I had a year to return the product for any reason. I was like WOW really? This doesn't sound right. Can you show me in my contract where it states that this is the case? She hung up on me. Called again and got someone different who couldn't even answer my questions. Totally clueless:(

We got this plan to protect our son’s Chromebook, but failed to read the T&C - this is not anything like AC+ or other ADH plans. If they replace your broken laptop, you no longer have coverage after that (you must buy yet another plan). In addition, they only have obligation to provide credit up to the original purchase price+tax of the device itself. In our case, the cost of the laptop he had went up, and wasn’t even in stock. We had to pay over $100 out of pocket for something comparable. Additionally, they could have done this whole process remotely, but instead, they force you to make Geek Squad appointments and go into the store, just to get a store credit? Not to mention it took two weeks for them to come back and say we were getting a credit rather than a laptop repair, because Lenovo. I’m glad we had it, but all things considered, we would have been MUCH better off going with a third party. So thats what I would recommend for anyone else. Don’t waste your money on something that’s NOT ACTUALLY 2-year coverage if you end up having to use it.

I had a cracked screen and tool it to Bergen Town Center, well within my the duration of my insurance, they refused to fix it. First they said I needed to make an $80 deposit for it to be shipped out to the manufacturer and then I might have to pay extra depending on how much it costs to fix. After I reminded them I had an insurance, they switched up and said they could not find an insurance covering my device. I then pulled up a receipt and then they said it appears my insurance had been cancelled a few months ago. Avoid this service as much as you can. I learned my lesson the hard way. They cannot be trusted. Especially the ones from Bergen town Center

I purchased for my niece for Christmas 2022 and by May 2023 it would not power up, so I took it to have it repaired under the accident plan I purchased and GS sent it out for repair and when It came back I took it to my niece and it still would not power on. I took it rightback to best buy/GS and they took it back, this was right before the store closed and they were going to replace it but could not find one as close in value even spoke with the supervisor of GS that night he told me he could not authorize the replacement that the Best Buy store manager, Bob will have to approve it (he had alreay went home). The supervisor at GS gave me a card with store credit I told him I just want a replacement per the warranty I purchased not a store credit. He assured me that I will not have an issue with getting it replaced. I called Best Buy the very next day asked to speak with Bob no answer left message. Bob called me back told me that he would not approve the replacement, so I told him just send the computer back out to be repaired he placed me on hold and eventually came back and told me that they no longer have the computer it was sent to be destroyed. So now I have a store credit, no computer and the GS plan that I paid for was worthless. I don't want to ever shop at Best Buy Savannah Ga due to how I was treated when I paid for a protection plan for an Item they no longer support or sell and they would not replace or repair the computer. Don't purchase the plan. I told Bob how would a lawyer feel about not providing me with a replacement or repair for the computer I purchased with a PROTECTION PLAN. He stated if I talk lawyers he can no longer speak with me and I would need to call the corporate office. BUYERS BEWARE!!!!

I've now gone 2 months without my computer and while they say I should be getting a new one soon, I'm not holding my breath. This all happened at the start of the coronavirus stay-at-home order, so I would understand some delays, but that is not enough to excuse the poor service I've gotten. I originally sent my laptop in with obvious hardware issues. They ignored the things I told the agent I chatted with and that I wrote on the paperwork I sent in with the machine (like how it crashed when the device was moved... again, obviously a hardware issue) and just reinstalled Windows and sent it back claiming they had tested all the hardware and it was all fine. It crashed literally the first time I tried to boot it up, so I'm very skeptical that they actually tested anything. So then I had to send it back, but they wouldn't do anything to help remedy the first mistake they made. They wouldn't even let me reuse the same box. I had to wait for them to ship another one. They never gave me any real reason as to why. I found online myself that the whole process of a customer shipping directly to them, instead of taking it into a store, was new, I guess, because of the coronavirus, but I was never told that by the customer service person or any of the managers I spoke to. The only explanation I got was an extremely flippant manager saying "we can't change the process because that's the process." So I had to wait for a new box, ship the laptop out again, and then got basically no updates unless I actually called. When I did call, they told me they were waiting on parts but they would "escalate" my case so I would get a call with any updates. I got a call a few days later saying they had no idea when they would get the parts. Almost TWO WEEKS later, I got an email telling me the pickup location had changed for my device, and their online tracker said that they MAY have to replace it. The location they changed it to was Kentucky. I live in California. 2 days later, with still no update on whether or not they're actually going to replace my device, I called for an update. Turns out a "glitch in their system" meant that my new device (that I was never even informed I was getting) was sent to the wrong side of the country. Now I have a new case number and I have to call back in a few days if I don't hear from them (highly likely) to figure out if they're going to send it to a local store or directly to me. I'm assuming it's still going to be several days after that before I actually get my computer. So we'll see if I actually get a new computer like they promised, but this whole experience has been awful. I guess it'll be nice if, in the end, I get a new device out of this, but next purchase like this I make, I'll definitely be looking elsewhere for a warranty.