Customer Ratings & Reviews

Every time, I have trouble with software or don't know how to update my laptop, Regardless of the problem, maybe Geek Squad always has great customer service.

Employees were very helpful and knowledgeable about the products inside. Although I did not find exactly what I wanted employees gave me several options and I felt like I walked away with a better understanding of the electronic components I was looking for

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.

Great that they gave me a full credit towards a new computer. Unfortunate that they didn't credit me for the remaining 2 yrs of ext. warranty.

TBD, I will verify if needed the help to import MS product was good

Accidently damaged the screen on my gaming laptop and had to send it in for repairs. Scheduling the appointment was not a big deal, my issue with the process was Best Buy not allowing me to ship my laptop to them directly (I currently live 4 hours away from the nearest best buy). I had to ship my laptop to a friend and have them take it to best buy for me, which was inconvenient.

they restarted my computer and did a few updates and that helped with my problem

Geek squad is beyond amazing. I know that it's hard to see the value in protection plans. We live in a world of insurance scams. I must say though, Geek squad really takes care of you. If there are any problems they are quick to either exchange your item or ship it out at no cost to get fixed. It's truly peace of mind, knowing that when you buy a product someone has your back.

I have to admit I hope I don't have to use the service, but am relieved knowing the Geek Squad is available if the need arises.

This protection company is so good! It list everything you have for your protection and it's top of the line!

They explained to me everything with intent for me to understand. Very satisfied with the service.

Great computer and protection plan. Really worth the money

Went middle of the road on this rating because I haven’t used geek squad and I’m sure by the time I have a problem my year will be up anyways.

I needed to utilize this insurance due to a computer issue. Completely worth purchasing initially. Will be purchasing moving forward

We haven’t needed any service calls with our new laptop, but I have been very happy with their service in the past. Very pleasant and helpful workers.

I was so happy with "Greek SQUAD" services when I had a problem with my computer.

We have not needed to use Geek Squad but it is nice having the comfort of knowing it is available

I never thought the computer I bought for a summer class would start giving me problems less then 2 months into using it. Granted it was a new product so it was bound to have some problems. Having Geek Squad production plan helped me to get nearly $1700 back to me in a form of BestBuy gift card. I was able to use that money and buy accessories for my camera I had just purchased a little before my computer for the fall semester. I worked out for me because I was about to struggle through the last 4 weeks of class and then got to get my money back and spend it on stuff I needed for school right after. I felt like Geek Squad really helped me save a lot of money with their 2 year protection plan.

For any expensive laptop, this is worth the money because it protects against anything almost.

Great service to have. Hoping that I do not need to use it but 4 years is a long time in an active household.