Customer Ratings & Reviews

I purchased a Dell laptop for my son at the Best Buy in Miami Beach, believing that any damage would be covered by the 4 year insurance. The salesperson did not mention that if the computer got damaged again, the insurance would be canceled and not cover repairs. Now that it is damaged, they are claiming that this policy is outlined in the fine print. They claimed $800 to fix it, even though the laptop itself didn’t cost that much—I paid $395 for insurance and $1,000 over four years, totaling $1,400. Geek Squad and Best Buy are selling misleading insurance.

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.

First of all, I was a big fan of geeksquad's accidental protection plan for years. Whenever, i buy electronics i chose bestbuy mainly cause of the worry-free protection plan. i didnt even imagine i would get this from bestbuy. I got a Asus ROG flow Z13 (2022), a gaming tablet, and it was defective not charging occasionally. so I went through the manufacturer warranty via BestBuy geeksquad. laptop came back, it fixed the charging problem but then camera was not working and also windows was not validated. so went though another manufacturer warranty via geeksquad. When the laptop came back they fixed those two new problems then found out the USB does not work. Went back to geeksquad. this time geeksquad wants to fix for themselves. I gave them consent to factory reset as they claim that will fix the problem. They said they will call me back at the end of the day. They called me back and they said it did not fix the problem and they have to send it to the manufacturer. Also, they mentioned that inside of the laptop the screen is pulling back from the inside. How do they know laptop screen in pulling from the inside? Which means they opened it up which I did not consent to. And unlike other laptops, it is a laptop with tablet form factor which is extremely hard to open them up and high skill is involved. As result of this, manufacturer refused to fix the laptop. and Bestbuy refunded the price of the laptop. However, they refused to refund the geeksquad insurance cost as "I" used the insurance to receive the refund. Here is the thing: A. It was defective unit. i do not need to use geeksquad plan. I just need to go through the manufacturer warranty. If i didnt have the geeksquad and this happen. they are not going to replace the laptop? I did not use the geeksquad plan. B. the reason why i needed the refund in the first place is that they opened the laptop up without my consent and they failed to fix it. C. They damaged my laptop without my consent. and somehow they are making into my fault by refusing to refund and wasting my time. even without geeksquad plan. if they damaged other people's property, they should make it right. it is common sense. they damaged my laptop, ruined my manufacture warranty altogether and didn't make it right. As a result of this, I do not recommend, geek squad plan to anyone. nor i will be purchasing at bestbuy in the future unless i have no other choice.

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.

I was extremely disappointed to learn that i had to pay best buy to ship my pc to HP for repair while PC was still under warranty. It makes no sense when HP will send me a box and a shipping label to send it to them for free! What sense does it make to add Geek Squad as a middle man when HP covers the shipping and does the repair? it’s an absolute waste of money to pay geek squad to do something that HP did for me directly for free!!

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.

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...

I've purchased Geek Squad Service on many of my electronics but never really need it until recently. I normally don’t write bad review, but this is the first for me. My son accidentally fell down and dented/bent his laptop, which purchased in March 2021 with 3 years Geek Squad production. We went to the local Bestbuy before Christmas to get it fix but got it send into the Repair Center. We just picked it up on Sunday (1/2/2022). Half the laptop still dented/bent while they "fixed" the LCD screen. We were shocked when they handed us the laptop (see pictures). The Bestbuy Geek Squad at Jersey City, NJ said the Repair Center fixed to make it “functional” and everything “checked out” while it still looked dented/bent. Just today (1/4/2022), my son started using the laptop and found out the track mouse is not working and the LCD they fixed ready to come off (see picture). An example I gave to the local support is that if my car get into an accident, they just need to use the hammer to pound this out and don’t finish the job. It is driveable, but looks like crap. This is getting ridiculous as my son will start new school semester in 2 weeks and the “new” repair might take longer than 2 weeks. This is unacceptable and I am trying to get this resolved, but no luck so far. This repair experience is really given me a bad taste of Geek Squad Service and even thinking of purchase anything from Bestbuy in the future, which I’ve purchased a lot of electronics from them.

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…

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.

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 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.

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.

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…..

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

It’s was working fine until today ! It flashes when I hit power button! I am hurt!

Hate this laptop...No Google play store.. No Google Chrome.. this thing sucks...

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

What a freaking joke. I buy a Asus ZenBook DUO. Nice machine. My store doesn't carry it... so if I want it I have to buy it online. I open the box and the Asus Pen it come with is broken... the button on the pen is no longer attached, I spend two weeks in email hell with ASUS until they finally tell me to contact where I bought it. Long story short best buy.com says... "we don't sell the pen... you'll have to return the whole computer to get the pen". I've spent two weeks getting this machine just the way I want it... I am not sending it back... OR you could go to your local store... I go to my local store... nothing in stock, they don't sell the ASUS pen so they don't know why bestbuy.com would send me to the store when there is nothing they can do. All around customer service F's for everyone. If I had opened the pen right away... I would have brought it all in... but after two week with ASUS dinking around...