Customer Ratings & Reviews

I was on the phone an agent hung up on me I was trying to resolve the fact that out of the three TVs I had with Best Buy once they fixed and resolved one of the TV issues, this led to cancellation of the other two TV warranties abruptly. I had a technician working on the other TV and the Geek Squad technician cannot process the final items because they canceled the warranty abruptly. I have telephoned in to customer service on three separate occasions to ask for this to be resolved. They have told me they have fixed it, but when the technician goes into the system on his hand, he keeps saying that it is canceled. The agent I spoke with today said he sees I calling 6 times for this matter. My problem was supposedly escalated to 2 supervisors and CARE Support which seems not existent. I have requested CARE SUPPORT phone number or email or contact information and Customer Service says they cannot share because there is no information to them. That CARE SUPPORT is internal communications only. I asked for an email of the calls in and tangible evidence as a customer that I have been run into circle after circle being told they will correct this, or they will escalate this and then nothing happens. No call back to you as a customer that we are resolving, it is being resolved, or when they say you must wait 48hrs for the resolve, no confirmation call or email that they have resolved your issue you'ved call in for 6 times about. Terrible Customer Service Process.

I’m a My Best Buy Total / Geek Squad member. On July 23 we called to inform our TV screen cracked and they scheduled a service order for yesterday August 1st. We even told them that the screen cracked during our move, that we had pictures and asked how can they repair the screen? The agent said that if it couldn’t be fixed, they would replace it. Not only I had to contact Best Buy several times because the agent entered a PO BOX as the service address, which they never fixed, I had to text it to the technician who almost cancelled the appointment due to this. After a while, the technician calls me back and says the cracked screen is not covered, told me to contact her manager and never showed up. We are supposed to have protection on all purchases, and you don’t tell a customer the day of the appointment after waiting a week and a half that your repair is not covered. But after chatting with another 3 agents, they said the technician can come to give us an estimate of the cost to repair the screen. I texted and emailed both the technician and her manager to have this done, but they never responded, no one ever came. Today August 2nd the appointment shows a note that they could not complete it because they couldn’t verify the address and needed to reschedule, which is not true as I had called all day to get it fixed and also texted it to the technician who was on her way here when she called again to tell me that the TV was not covered. I spent the entire day on this yesterday and I still have not been able to resolve my issue and still have a cracked TV.

The store located in yonkers NY central avenue hires the worst managers. Because of management . They lost my 2K sale. The same day my new 4K TV was delivered. That same day before noon time I cancelled my order, due to poor service and no empathy from store manager. They called me to earn my business back, but it was too late. It was like putting salt on a fresh wound. Be warned you will get your money ripped off. Don’t forget file your complaint to Better Business Bureau.

I ordered a 75” Roku tv online on November 21, received a wall mount and waited for tv to arrive. About a week later we opened the box took out the tv only to find ou it was defective with vertical lines running up and down the screen, Text/chat to return and reorder set up for December 18th, waiting all day for a replacement only to find out nobody showed up! Text/chat again, said no one available to deliver, reset up for January 3. Not customer service friendly, I will not purchase anything again from Best Buy.

I usually don't have any issues with purchases I made at Best Buy. I purchase a Samsung 50" TV in August 2020 and purchased the additional protection. I was told by the salesperson that if I purchased the additional protection, it covered accidental damage to the TV. Upon calling Geek Squad to report a cracked screen, a Geek Squad Tech arrived to my home named Dennis and was not very nice. We all greeted Dennis who never acknowledged us with any greeting and asked where the TV was located. He stated could not make a claim because we the cracked screen was abuse. We couldn't even find a scratch on the screen, but had vertical lines on the right side of the TV. He left in less than 5 minutes. I learned a valuable lesson after researching "Geek Squad Protection". It's not worth the additional cost and I will never purchase again especially after meeting Dennis. Buyer beware.

Bought this geeks squad protection with TV. Make sure to read the fine print, does not cover accidental damage specifically for flat panal LED TV's. My TV's legs failed and the TV came crashing down to the ground. The Legs are part of the manufacturer I did contact and they sent out a repairman. Since the legs weren't installed according to their directions (apparently there were screws that were supposed to be used with legs which the box never shipped with) all warranties are void, including the Best Buy Geek Squad protection. Just be SUPER CAREFUL and clarify exactly what the protection covers because I thought Geeks protection was clear for this type of damage.

I have mix feelings about this service. The proc es during civid makes it more difficult. The initial step of getting for someone to check if in fact my TV was wrong was ok. After checking that, there has been no follow up sayin the status of the claim. It has been 2 wks and still no R/A or a credit for the item.bit is not acceptable. A TV set is not a thing that you can depend on but imagine this kind of service with a washing machine. Again, this is not acceptable. I bought a TV from Costco had issues by being defective and Square Trade authorized the change in 2 days. Now that was a good service. Please fix.

So far am not happy with these plans, they "overlap" your manufacturer warranty so you don't really get what you pay for. Currently still waiting for an item I sent in too get fixed .. about a month now. Very slow, also an email they didn't send everything back to the store. So it'll be an even longer wait. Dissatisfied

I bought a 65 curved TV on Oct 14th and by thanks giving it was showing a black vertical line across the right middle of the screen but my real mistake was buying extended warranty because the GeekSquad said that if we enforce the manufacturer’s warranty to replace it we lose our extended warranty and money, they offer to fix it on 12/26, but on 12/16 the call to say the manufacturer did not send the replacement panel to come and fix it… so... Last purchase in best buy after years of - not having to enforce a warranty nor a GeekSquad Service... BYE BYE

Don’t purchase a geek square 2 year protection for your tv . It’s a waste of money . If the tv is cracked or any physical it isn’t covered . It doesn’t cover anything physical at all . The sales associates are absolutely no help at all . It’s best not to purchase this plan at all .

My tv screen was cracked right outside the box and I had purchased this hoping they would be able to help. Nope. The lady informed me that if the screen is cracked they can’t do anything for you and have to recycle it. Complete waste of money. Here are before pics and nothing after due to them stating they could do nothing for me.

Ive never had a good experience with them they always act like nothing is wrong with your item that you paid to have insurance on imo they are a scam to get more money out of people for free

Sadly BestBuy removed my 5yr protection plan due to an exchange on a "delivered damaged 86 inch TV" and did not reactivate for the NEW tv and stated I would have to repurchase it. This caused a problem with my 4K order. I called six times being told six different answers, and they finally just refunded it as they had NO ONE who knew how to reactivate.

I bought a 2 year protection plan for an LG 86 inch TV. It was cancelled when I returned the TV because it was damaged when I received it. I requested that someone make sure the replacement TV was undamaged and in good working condition when it was delivered. Best Buy in Harahan, Louisiana cancelled my 2 year protection plan and charged me $150 for the TV connect and setup service.

I am flushing thousands of dollars down the drain because there is physical damage to my TV that they will not take care of. Accidents are inevitable especially with children. I haven’t had to use any of my protections ever. The one time I could use a hand. Nada What about the loss of pixels? I have had this TV for under two years. Waste of money and insurance. Seriously? BEST BUY you can do better!

I originally purchased the 5 year warranty on my tv but I switched the tv for a smaller one. After i switched the tv i thought I told them i wold like to repurchased the 5 year warranty, and that is what i thought i purchased and now apparently I don't have that warrant but the 2 year. Now here I am with a tv that won't turn on and no protection plan.

Dont get the 55 inch version, is not 3,000 nits like hisense claims in their website and specifications here, see the pictures it says 1800 nits and the blacks are elevated like an ADS panel, not sure it it has 2000 dimming zones like they say. Hisense should really change the specs of this tv.

Trash, that's what this is. Horrible service, no tech support. I'm going to sue Best Buy for this waste of my money!

When I bought this protection for my TV the sales associate told me That man product will be protected for any damage and if it cannot be repaired I will get a new one which was not so when my screen got cracked by moving the TV and I call to get it repaired it was told to me that the protection do not cover physical damage.

Didn’t fix the tv and made me return it. Do not buy the protection plan, it is not real.