Customer Ratings & Reviews

I purchased this and had to get screen replaced, the ease of booking an appointment was good but first time screen was replaced it cracked again within 2 days, second time I picked up the bottom rubber was mixing and a screw fell out. I have not have a good experience with getting my product fixed.

Extra protection for extra money. Most probably wont use it but you’ll never know. but mostly it is in the warranty which you could not read it not until you open what you purchased.

The one time i used their service i waited 20mins before i was acknowledged and 20mins after before a tech bgan diagnosing my machine. Thry then spent 10mins performing the same tests i described to them in person and when i booked my appointment. Then was told i have to eait 4 weeks since they cant service my machine in person. Wish there was a service center near me. Since they dont have machines they lend out while yours is being repaird, my only option to get to critical work was to purcahse a machine i can use temporarily then return it when i pick up my fixed machine (cant have it shipped home, forced to come into BestBuy)

The in-store reps were amazing and very helpful, but my overall Geek Squad service experience was frustrating. My laptop repair took much longer than expected, and I ended up having to contact corporate to get clear answers and updates. I appreciate the kindness and professionalism of the store team, but the process itself definitely needs improvement.

They replaced the computer after it failed in 6 weeks. That took a week (during which my daughter had no school computer). Then when checking out with the new computer I was asked if I wanted a repair plan. I responded that I had already paid for a four year repair plan. I was told that once a repair or replacement occurs the four year plan has been used and needs to be purchased again. So, buyer beware. A four year plan is only good till your computer breaks (even if it is the day after purchase), after which it is null and void.

I am writing this review because I believe that the protection plan isn't worth the money. I purchased 3 protection plans for the children at the beginning of the school year because of virtual learning. All three computer glitch here and there and have to be shut off because the touchpad stops working and it disappears in the settings. Because I am a busy mother, I just had my children restart their computers every time the touchpad stopped working. However, one of my twins accidentally cracked the screen on his computer so I brought it to the geek squad to get it repaired. I also told them about the touchpad issue. I dropped the computer off on 12.11.20. I was informed that the approximate return date would be 12.28.20. On 12.16.20 I received a message stating that they had received my device. On the 28th, I still hadn't heard anything else from geek squad. I realized that it was the holidays so I was patient. I think I called them on the 30th to follow up. I was on hold for over an hour and I never got to speak with anyone from geek squad. One of the store representatives and informed me that the 28th is only an approximate date which I understand, but communication and updates would have been nice. Keep in mind, My kids have virtual school and need their computers. I didn't hear anything else from geek squad until 1.5.21 stating that the device was assigned to an agent. On that same day, I received an email stating that they were assessing my repair and may need to replace the device. On 1.12.21, I still hadn't heard anything from geek squad. Instead of calling the store this time, I call customer service. I was able to speak with someone and they informed me the computer was approved for a junk code or approval code to get a new computer. He stated that I would need to take the code to the store and ask them to replace the computer. He stated that if they did not have the same computer, they would upgrade it to the next best version. I asked him where could I find the approval code because I never received it so he gave me the approval code. I went to the store on the same day, 1.12.21, and asked about replacing the computer. The representative at the desk stated that they would just give me a refund for the computer and I would need to go and find the computer. He also informed me that I would need to purchase another protection plan. I couldn't understand why I would need to purchase another protection plan. My son had a minor crack on his computer and I know that the crack could have been repaired; however, I believe that the hardware was messed up on the computer from the touchpad and that's what could not be fixed. I find it hard to believe that a screen with a minor crack could not be fixed. Needless to say, I had to walk to the back and try to find his computer, the same make and model. No one was available to walk me back to make sure that I was getting the same computer. When I arrived in the computer section, the representative, Erik, was somewhat available to assist me. He wasn't really present and involved with my concern or issue. I found the computer, but it was more than the amount that they approved me for. They stated that they did not sell my son's computer again. Although the computer was the same model, make and it had the same specs. They stated that I would have to pay the difference and pay for another protection plan. I was not happy at this point. Erik stated that he would get a manager to see if they could override the difference. Davion, the geek squad manager approached the counter and I spoke to him first. I explained the issue and he stated that he doesn't know why the customer service agent would tell me that they would upgrade the computer if they did not have the original version. He was very rude and not helpful. He looks at me and stated that I would have to pay the difference because they do not upgrade. Erik chimes in and states that we have a similar model but I think it had a different skew number. The difference was about a 50 dollar difference. Davion looks at me and states, well it such a small amount so he "guess" they can approve the difference. But guess what, I was still left without my protection plan because my protection plan only covered the other computer. So in the end, they stated that they would ship my son out another computer(so we still have to wait on him to complete his work). They stated that we would receive it in one day. I hope this is true because this has never been the case every time I've ordered from Best Buy. But I'm not left with no protection plan for one of my kids and two other defective computers that have protection plans but they can't miss a month of school for Best Buy to find that they can not repair them. Not to mention, I would then have to purchase 3 additional protection plans. I am so frustrated and upset with the lack of customer service and the fact that Best Buy sold me three defective computers. I believe that's why they were on sale at the beginning of the year, but I digress.

Fist visit guy was nice and helpful. Seemed like he cared. 2nd visit they were behind, started helping me then helped 2 other people while I waited on him, keeping in mind I had an appointment. Store was closing, people didn’t seem helpful and felt very rushed. Didn’t feel like I spent my money well buying this service.

I purchased a new laptop from Best Buy and accidental/extendeded waranty because i have purchased 4 or 5 reconditioned laptops in the past few years and was advised to do as I did and I AM STILL GOING TO HAVE TO SEND IN MY BRAND NEW DELL IN TO BE REPAIRED AND BE WITHOUT IT FOR 2 TO 3 WEEKS! I am so extremely disapointed that i am dealing with this, considering when i discussed the extra 120 dollars i payed ditectly to best buy only because i was told it would never have to be sent out! I was considering whether to purchase the dell or the geek squad becuase the guy blaitantlg lies to me about multiple aspects of this laptop! The otignial price for this machine is more than my car is worth! Im a midle aged widow single mom taking care of my husbands mom!I am not who has money to buy another laptop because it broke the bank to spend this 600 dollars on the clearance laptop! It was on clearance and open box, and originalt price being over 1100 dollars and came with no charger, which is ridiculous to tell a customer that "its an opeĺn box so if it does not come with one i had to buy one. Furthermore the keys stick from day on and now some keys do not work and it needs to be sent out to be repaired. The geek squad associate that looked at the laptop wjen i brought it to be diagnosed to however, was very nice and seemed to be compident but i am wishing i would have know this beriee any if this because i would have never .

When I told them I didn't need the membership because my company has IT and it's a company computer, they didn't seem to want to take no for an answer. They kept sending new people to talk to me about why the membership will save me money in the long run, so I agreed to it. I don't need it and wish I didn't agree to give them $200 for the membership. Then I just needed them to install the newest Windows update, they didn't tell me that would cost me another $100 and it took them 4 or so days to install a Windows update.

They give me the run around and take so long or have to pay for certain things you though they we're covered

Purchased for a Sony Receiver. After 6 months, the receiver would go into protect mode after 5 minutes. I dropped of the receiver for service last month. Still waiting for the repair to complete. So for an extra $55 dollars, I am not sure it is worth it as the repair time is probably no quicker than the factory warranty would be.

The BestBuy protection plan isn't what it used to be. I had a computer a long time ago that my kids broke beyond repair and I went to the store and they fulfilled the plan on the spot. This time, my computer was obviously broken beyond repair but I was told it had to be sent to the service center regardless and at my cost of $85. I don't know when this changed but that's ridiculous. It would be 3 weeks before I heard anything back. I had to buy another computer on the spot because I couldn't be without one for that long. In the end they junked the computer, but the experience was not at all pleasant.

I’m having a terrible experience with this computer

I purchased the 3-year warranty on a laptop. The display started doing some odd things. Since it didn’t do it for them they said they weren’t sure what it was. Apparently if I had paid for their membership they would have run diagnostics for free. If there turns out to be an issue with the display or the graphics card, they do not fix it in house. They would have to ship it off and it could take weeks to get back. I should have purchased the manufacturers extended warranty instead.

Read the fine print. If they decide, at their discretion, to replace the covered item, rather than repair it, they will issue you a store credit for the amount of the original purchase. However, the fine print states that in that case, their obligations for the extended waranty ar3 fully satisfied. Meaning, while you will get a store credit to buy a new device, your new device will not have the extended waranty. If you want that, you will need to pay for it again again. Basically in my case, i prepaid $309 to allow me to return my defective machine after the return period expired. I have a new machine, but i have no extended waranty, and less storage due to pricing and feature differences for in stock items. The terms stated in the simplified description are misleading and i do not recommend this service.

The warranty was as much as the computer. I did have to end up using the warranty though after the first year due to the computer completely breaking down with no fault done on my part. The computer was in perfect shape and handled extremely delicately and contained hardly any information on it except for the submission of my school assignments. After it cease to work within that year after purchase, I had to get the motherboard replaced and on the receipt it states that they replaced it with a generic piece. So, when you request a service on your warranty, explain to the service people that you would like your parts brand new and not discounted when replaced.

Normally expecting better than average quality from Asus, it seems laptops are the exception. As a previous owner of a fairly large computer company I sold many Asus products and they sold for a premium due to the quality in workmanship and manufacture consistency. This open box Asus Q524auk has been constant problems from the moment I took it out of the box. All ports on the left side never have worked- 2 USB, Card reader, audio. The so called USB type C is just a USB 3.0 in type C port shape. Also it is a poor design and absolutely will not hold a USB type-c connector. Of the 2 USB 3.0 ports on the Right side, only one maintans a sustaned connection and runs at full 3.0 speeds. The other 3.0 port power cycles every 3-6 min and rarely connects at 3.0 speeds. The backlit keyboard has gotten dimmer and dimmer to where 75% of the keys are hardly illuminated. The BIOS resets to factory default about every 4th time it gets restarted. On mine (open box) the bottom panel fell off right away and three ribbon cables and two pieces of broken cable connectors that had been soldered to the Motherboard fell out, as well.only one screw was holding the battery in place. I bought it in January 2018 and as of March, it had quit working completely.

I am NOT happy with Best Buy's protection service at this moment...granted, we have ANOTHER return to store appointment on Friday so I am sure everything is going to be corrected (eyeroll). I get that Covid is causing all sorts of issues...however EVERY...SINGLE...TIME...we go to Best Buy there are a ton of employees everywhere, they tell us it will take 1-3 months or more to get the computer returned to us. OK...sure. It took less than that, goodie. However, it DOESN'T WORK! Come on, Best Buy, You guys have always been great at fixing things or replacing them if it was cost-effective. Now we have to keep making more repairs, return appointments, wait on hold and they lose customers. As well as getting to listen to us complain...like they care, right?!?

Replaced my laptop after over 30 days of "repair". Called after over a month of wondering where my laptop was and was told it was repaired. Around a week later I received a text message( not an Email) saying my item needed to be replaced and to set up a consultation. Turns out my laptop was Never repaired and I was lied to. Day I submitted Laptop(HP ENVY X360) for replacement 9-3-2020. Day I finally received a replacement 10-23-2020. Warranty does not carryover to a new laptop. I paid a nice price for the 3 year warranty and to hear I needed to repurchase when my laptop was replaced was terrible. Do not purchase Geek quad warranty. Go to a local computer shop or reach out to your brand warranty instead.

I attempted to chat with an agent about if my charger for my new laptop (less than 30 days old) was covered and got very snide responses to every question. I was first told it wasn't covered, then repeatedly told to contact the manufacturer, and given incorrect information on best buys return policy. Would be happy to provide screen shots of the conversation .