Customer Ratings & Reviews

Although this plan has had its uses, I would not buy it again. I bought the Best Buy protection plan for a DJI drone they no longer carry. Now that my drone is broken, they can’t repair it, can’t replace it with the same model, and the “comparable” option they offer only covers about half of what I originally paid—so I’m out roughly $700 in value. I even suggested a solution: let me keep my original drone (which they can’t fix, can’t replace, and can’t resell) and give me a comparable replacement. They refused, so I’m stuck either way. Unless you’re buying Samsung or Apple products, this protection plan feels like a gamble. I wouldn’t recommend it.

This warranty guarantees a working device delivered only at their pace. Sure that could be in 2 weeks, or you could be like me and get your device back 5 weeks later in worse disrepair than when you brought it in with zero sympathy and only the offer to go through the whole thing again and hope its done right next time. I guess a more accurate term would be a high risk lottery service instead of a warranty. You may get a working device, or you may just get told you're SOL. Oh! No refunds if you have to use any of your perks either. Which could be as simple as using the 2 day shipping by accident before you get screwed by the service center. Save the $150+ and buy it from PC Laptops or something if you want any reliability in your service. Also if the, "instant/live," 24/7 support is at all a selling point for you, check out these screenshots where I sat on hold for over 40mins in both chat and on the phone before completely giving up. You tell me if that sounds like its worth $150+ a year.

I purchased total tech last year with items I purchased. Long story short my credit card was stolen. I had to cancel my old CC and get a new one. Total tech is supported to auto renew but canceled because of the new CC (without my knowledge). My car radio I purchased 13 months ago was no long covered under my warranty. Called best buy customer service and argued with them for 30 min. I was told yesterday (06/15/23) that my previous purchases were back under warranty. After going to geek squad for my radio I had to spend and extra 53$ to send my radio off to geek squad in Kentucky. Was also told it was going to take around 2 weeks. After calling to confirm (06/16/23 that my previous purchases are covered. They are not, called CS again and was told they cant do anything about it.

How about this membership with the understanding that if any of my products had a problem, Best Buy would stand behind them and fix them. I bought a laptop from them and brought it back within the manufacturers warranty due to me having a ongoing online class I was informed by geek squad to bring it back at the end of the semester. When I brought it back, they have tried to charge me $80 extra just to fix it this laptop has not seen any kind of abuse and was functioning as a desktop and that it never moved. The charger does not stay plugged in and the battery is draining too fast.  Best Buy is lying to people to get them to buy this membership. Save your money and find a different place to buy your products..

I purchased a phone from Best Buy and at the same time, during the same transaction, I also purchased a one-year Best Buy subscription. Before completing the purchase, I clearly asked for a warranty for the phone, and the store representatives specifically assured me that the subscription included warranty coverage for my device. Based on this assurance, I agreed to purchase the annual subscription. To be absolutely clear, the phone and the Best Buy subscription were purchased on the same day, at the same time, and during the same visit. The only reason I agreed to the subscription was for warranty coverage on my phone. When I later experienced an issue with the phone, I was informed that the warranty does not apply to my device because the phone was supposedly purchased before the subscription. This explanation is completely unacceptable and incorrect, as both purchases were made simultaneously and the subscription was sold to me specifically for this purpose. I then attempted to resolve this issue by calling Best Buy customer service 5 to 6 times. Each time, the representatives kept saying they were “checking” the issue, but I received no clear answer and no resolution. Eventually, I was told that the subscription does not include coverage and that nothing can be done. No one could clearly explain who is responsible or who can fix this issue. Every person I spoke to simply said, “We can’t do anything.” This situation is extremely frustrating. I paid for a subscription solely for warranty coverage, yet I am being denied the service I was promised. I should not lose my money due to internal confusion, miscommunication, or incorrect information provided by Best Buy employees. I am very unhappy with this experience and expect an immediate resolution—either by honoring the warranty coverage for my phone or issuing a full refund for the subscription.

Best Buy describes it’s Total Yearly Membership with the words “dedicated” and “peace of mind.” This is far from the truth. I signed up in 2018 for a “just in case” reason. Fortunately, I used it maybe a handfull of times, for over the phone support. At the begining, the calls where handled in the U.S. and had a positive resolution. Now, in most rescent years, all calls are out of the country. If the representative is unable to provide assistance there isn’t any further support during the call but to submit a ticket for an email response in 5-10 business days. My solar panels have recently stopped working so now I was actually going to use my membership. Unfortunately, I spent way too many hours talking with three different representatives. The last one couldn’t even find my membership so nothing further could be done. In addition, I also pay for geek squad coverage on my items so the word Total certainly doesn’t hold it’s value. If you are looking to sign up for this membership, I would highly consider asking specific questions on the items you are purchasing and how exactly this can be beneficial to your household. For me, finding out my so called benefits weren’t worth the yearly $179 plus tax fee was extremely disappointing.

I left my ibuypower computer for repair in 12/2025. They initially told me that it was hard drive problem and could be fixed with a new one in couple days. They also said data could be saved from "corrupted hard drive". I did not hear anything from them afterwards. I called Iowa city best buy number but phone call always gets directed to a some call center in philippines I guess and distant customer agent told me technician would call me once the repairs were completed despite I told them website was showing order "completed". 2 weeks later I got connected to call center in Phillipines but I insisted on speaking to local geek squad member. They said it was ready to pick up. I went to pick up and tech said he installed new hard drive and could not save data from previous hard drive (which was ok because I was not expecting them to salvage the previous data). Nothing was informed me about if new windows was installed or not. Took computer to home and noticed no windows software was installed. I took computer to local computer tech and guy told me old hard drive was working well except an SSD card problem. They also said new hard drive was not installed correctly since screws were not placed well it was dangling. Finally this misinformation and redundant hard drive from best buy geek squad cost me 180 dollars plus tax and 2 separate trips to Iowa city.

THIEVES!!!! DO NOT TRUST BEST BUY! I have been a loyal best buy customer for years thinking that I bought quality goods that were all covered as I always by the insurance plans and am a Total Tech member. Today i put in an appointment for repairs/replacement for my dehumidifier with a plan that covers it through 04/10/25. Doesn't seem like should be any issue right?? Called in and after being hung up after 20 min on hold I finally got someone to confirm my plan and set an appointment for this location. Everything seemed fine till 30 minutes later they emailed me separately that they successfully cancelled my coverage plan per my request... Why would I request coverage cancellation at the same time I'm requesting to use said coverage??? Called in as I was sure it must've been a mistake and Best Buy's great customer service would help me so my coverage wasn't affected for my appointment tomorrow. Nope!!! Was told they are "Sorry" but once a plan is cancelled they can't reinstate it. I asked if the matter can be escalated and after fighting for almost an hour i got them to "SAY" that they were having it investigated but weren't sure when i would get a reply... Isn't it a funny coincidence that they are also asking me for $200 to renew my membership at the end of next week. Seems to me like they are holding out on my coverage till they get more $$ from me. I was also told that i could still bring my equipment in but would have to pay full price since the plan was cancelled (BY Them!!!!)... So very disappointing. Going to keep leaving these reviews everywhere I can find for a while to hopefully warn folks. I seriously doubt they will make this right even though I'm a loyal customer of over 10 years... DON'T BUY FROM BeST BUY!!!!! UPDATE: 02/07 09:30 EST - Hello Tina. I have submitted all the info (w/ pictures) to the Facebook DM @ 09:18 EST this morning for reference. Awaiting reply. Hope you can help me resolve this madness. UPDATE 2: 02/07 01:32 EST: - No response on Facebook but i just received another separate email that my request to cancel my Best Buy Total Membership has been accepted. This is just insanity. First Best Buy cancels the insurance plan i ask to use and now you cancel my entire Total Membership without consent. Think they'll make it right? I doubt it.. Final Update: EXACTLY AS EXPECTED!... They told me they would re-instate all my insurance plans and help me out with my dehumidifier I have already paid for coverage on, ONLY AFTER I paid for a brand new Best Buy Total Membership after THEY CANCELLED MY MEMBERSHIP WITHOUT MY CONSENT... So all told Best Buy stole my $$ by cancelling my coverages with no prior consent, and holding my services hostage till I pay them for another year of their "Services". In what world could I trust them with anything ever again??? NEVER TRUST or BUY from BEST BUY!!!!

I spent $7k this year in Best Buy alone and thought the Best Buy total membership would be worth it! Its not. Its a headache and the support online is a joke and everyone you speak to is outside the US and ultimately defers to the store who couldnt help in the first place. One of my purchases was a $2400 PC that had the CPU cooler go bad after 6 months. Brought it in and what should have been a $150 40 min fix that has turned into a 2 week nightmare and counting. The store I brought my PC into informed me they couldn’t complete the simple fix at the store and hadto send it to a repair facility. The geek squad guy apologized and said it was ridiculous to have to send the PC elsewhere for this fix but thats the process. He gave me the paperwork showing they took the PC from me in “New condition” with the exception of the bad AIO cooler which was making a grinding noise. Several days later I got notified my $2400 pc was received at the repair facility. I watched in the app as it moved through the process (or so i thought). I was notified it was in queue to be repaired then all of a sudden several days later the app said completed and the case was closed and my PC was “picked up”! I spent hours on the website chat and on the phone with Total tech support trying to find out what happened and where my PC was. Nobody could answer and I got several different stories. One person told me the PC was shipped to another facility and another told me it wasnt shipped to another repair facility and that I should expect a call to pick up my $2400 pc within 24hrs. I got no call and was hung up on by a store rep who said he couldnt help and he couldnt understand why i was so frustrated. So I then took time out of my day and I went to to the store i dropped off my pc at and found out that not only was PC shipped to another facility in Kentucky this time but the case was closed and a new case number issued with no notice. The store rep who initially tried to help me tried again. He printed out the new paperwork with the new case number and guess what. The condition of my PC was no longer described as “New” and was now described as pieces were “dislodged”. So clearly they didn’t pack it correctly to ship or the first clueless repair person took it apart and didn’t bother to put it back together before they shipped it again. I showed the store rep and his answer was we now simply have to wait to see what condition the pc comes back in. So basically I pay $180/yr for this supposed Warranty where they end up breaking your expensive tech in ways it wasnt when it was brought in! In short save your money and buy from Amazon and get their assurion warranty where you simply get a check for warranteed tech without a several week nightmare with no resolution and dont have to wait to see how badly the people you paid for the warranty further messed up your expensive tech. Dont waste your time or money on this. Like i said in the last two years ive spent $10k in Best Buy and the first time I’ve had to use this total tech membership “warranty” its been a nightmare. There is no chance I renew and no chance i ever make another expensive purchase at Best Buy ever again. And i still dont have my $2400 6 month old PC back and there are no further updates and its been 2 weeks!

I purchased a new Dell laptop with Windows 11 because my old laptop could not support Windows 11. So I purchased the Best Buy membership for a year thinking I could get support from the Geek Squad in getting everything moved over from my old laptop to the new one. I stopped by the support desk with both laptops and someone asked if he could help me. I actually got most everything moved onto my new laptop by myself but had some questions about how One Drive worked. He didn’t really answer my questions and after a while, he said I’ll be back and went to the back room behind the support desk. He never came back out and after waiting for over a half hour, I packed up my laptops and went home. This was obviously very disappointing since that was the reason I purchased the membership. Since then, I have figured everything out on my own.

Be aware that the protection plan they market is essentially an extension of the manufacturer’s warranty . Do not be fooled into thinking it is remotely similar to the geek squad protection for damage etc. Any malfunctions in the first year are handled by the manufacturer. Best Buy will direct you to them . The second year they will take care of the product but there are fees involved . So if you are getting this for the “protection” it might not be the best option . Think about it like an extension of the manufacturer’s warranty. The coverage is extremely basics . If the product offers geek squad protection get that instead . Be aware that some items are not protected under the the total value . Another thing to consider. The savings are a toss up . It comes down to what you are buying and how often you buy . You also get some type of reward cash to use but it’s time limited. Usually a few weeks so you can’t just save it for another purchase . I’ve never used the Geek Squad tech support feature . So I am not sure on the value . Yet, going of most peoples experiences with Geek Squad tech services it can be a hit or miss . You get an extension on returning items to 60 days . Not sure how much value there is in that . I regret paying for it. It just doesn’t provide much value for me . Consider if it will for you .

I have had this membership for years. Have a best buy credit card. My GE 2 in 1 needed service during the 24 mo warranty and I called and got an appointment. Best available date is a week out and cost me $100. Fair enough, I knew the price when I bought the washer. I make sure I'm off work, rework all my appointments. Between scheduling and the day of the appointment I get 4 text messages confirming the date and the last one told me I would receive a call from the technician in the last 24 hrs to confirm time. Day of appointment, nothing. No call, no text, no email. I call Geek Squad's phone number and the automation confirms my appointment, but online on my account shows nothing. I finally get someone on the phone, he can not find my appointment. After a lengthy hold, we find out Best Buy used a 3rd party for the repair and they canceled THE DAY BEFORE. Again, no notification to me. Next available date is another entire week. I don't typically write bad reviews, I also typically don't get too worked up, stuff happens. But they knew the day before and I could have been at work. I ask what they can do about it and they offer me a $25 voucher to use in the store. Nope! I go to the store in Cypress, TX. The associate was very nice said she would type up an escalation. About an hour later I get a call, again, another week is as good as they can do, and she offers $25. I ask for a manager, now I'm getting testy. She comes back saying she "partnered with a manager" and offers me $50. Now another week, another day off, they charged me $100 and offer me $50. I demand to talk to a manager, when she finally gets on she says $50 is all they can do and nothing can be done about expediting. I let her know at this point, either they credit me the full $100 and fix the machine since I am now losing 2 days of work, 2 weeks without laundry, and I would have to take time to go to a washeteria, or they can write me off as a future customer. Knowing that $50 (which is extremely fair in my eyes) was too much. I am now cancelling all emails, writing my reviews, and Best Buy lost a loyal customer for good. I now have new machines from a local store (it wasn't about the money) and Best Buy has lost me for good. Best part is, the next day they upped my credit limit on my card by $2k....

Bought a new laptop and the sales person said it was only $100 to transfer everything from old laptop unitl i brought in. They said no and the best "deal" was to spend $179 which does cover more. I had no choice. It was dobebthe next day but they missed stuff, so the person working had to complete it and it took an hour. BTW, it's still missing apps that i told them I needed. A few days later, more issues and missing items. Called their "support" which is just a guy overseas reading a script as he remotely accessed my laptop. After 40 minutes, he couldn't do it , so his "tech support" took over but he knew even less. He gave up after 10 minutes. So, I brouhht it back to the store and they fixed it in a few minutes.

I have been very disappointed. The items were originally scheduled to be installed by the geek squad on 12/23. I had specifically asked that amount compatible with the TV be included with the order and in case the existing amount did not work. When the geek squad came on 12/23 they did not have an amount that would work and the existing one did not work. They told me to go buy a mount that would work with the 65” LG and that would then come back and install it. I bought the new mount but have been unable to schedule a time for the geek squad to come back and install the TV and related equipment. There is something wrong with your system. It seems not to allow the installation to occur. Would you please help me get this done?

I was lied to when I bought this yearly membership. I was told I would get support for all my computer and phones that I already own and for devices I buy in the future as long as I keep up the contract. I was told I could bring in older computers and they would optimize, answer questions, etc. I asked, any age? What if I don’t have my receipt? She said, it didn’t matter, as long as I paid the contract and if I didn’t like the service, I could cancel at any time and only pay for the time used. When I finally had time, I brought my older laptop 72 days later (that I previously purchased at best buy) in to be optimized. Geek squad said, it was too old, nope, won’t help me. He told me, “I probably got a new part time employee that was over zealous in selling the service and they misrepresented”. This was not the case. The supervisor actually walked over and sold it to me after I declined what the part timer’s attempt. The supervisor added/made up fictitious incentives and features! When I went home, I called customer support. He said I was right, he would help me over the phone, which after an hour, he admitted he didn’t understand why it wasn’t working and that he couldn’t help me, and that he understood my frustration. I said I wanted to cancel my plan, he told me he understood. The plan cost me $180 and I only would receive about $74 refund even though I only had the contract for 72 days. I was furious, it cost me over $100 for 72 days of coverage that I didn’t even use. I asked to speak to a supervisor, which he told me would be a waste of my time ( he was right). Don’t fall for this scam. Don’t buy from Best Buy, they don’t answer the phones at your local store, you are sent to their headquarters. You can’t take the product in to your local store, you have to deal directly with the manufacturer instead. Why deal with a local store that won’t honor their sales

We had a BestBuy Total membership account in my husband's name. I called to obtain instructions for how to go about a planned purchase (whether I needed to make an appointment and other details) and the BestBuy representative told me that I could not use my name to make the purchase and use the Total membership that was in my husband's name, even though I had done this in the past. The representative told me to cancel the membership and purchase one in my name. This made us lose the coverage we had on the prior BestBuy purchases we made using my husband's Total membership account. I called BestBuy 3 times to try to have them rectify this problem that their employee caused. The last representative said that he had escalated it to the supervisory level and that someone would contact me about this problem that was an error caused by BestBuy, but no one ever contacted me. Needless to say, I made the planned purchase elsewhere and I will be canceling my BestBuy Total membership in the next few weeks if BestBuy does nothing to fix the problem that was caused by their employee who gave me false information and incorrect instructions.

I purchased this computer with an HP one-year warranty and the BestBuy Total Tech plan. In month 9, the computer completely stopped. I took it to Best Buy to be repaired. Initially I made an appointment then was told that as it wasn't a battery issue and appeared to be an said it was an internal issue, and I would need to send it to HP. After arguing that I used my computer for work and had waited for an appointment only to be told it should be mailed into HP without anyone looking at it. Finally someone agreed to look at my computer and at least copy off my stuff to put in another computer. I found another computer and did that and mailed it off. I received 1 email from HP that it was received then silence. More than a month later, and spending an entire day trying to speak to HP (a Philippines call center) is telling me that they can't repair it. It is a motherboard issue; they only do "cheap" repairs. Initially, they offered me a $35 dollar coupon, then a $75 dollar coupon, and would send my broken computer back to me. This was not user damage. It has never been moved; it was sitting on my desk at home and stopped working. What kind of equipment is this? I'm still paying for this service, and should I continue paying for the computer, programming package, and both service warranties without a computer? I could have purchased a computer on Amazon for 1/3 of the price. Instead, I paid full retail plus insurance plus software with the assurance "I was covered" in case anything happened. It is also impossible to talk to someone who is not in a call center from another country. Who do I talk to? Best Buy should have some responsibility to repair a lemon computer - ENVY 2-in-1 13.3" Touch-Screen Laptop - Intel Evo Platform - Core i7 - 8GB Memory - 512GB SSD - Natural Silver Basically the Total Tech Plan and the HP warantee do not wish to cover internal board issues and nobody is taking the responsibility to repair it or replace it. An offer to return my computer broken with a 35 dollar coupon from HP is insulting.

I had an absolutely terrible experience with the Geek Squad in White Marsh and I will never trust them with my devices again. I brought in my laptop to have the hinge repaired and requested a diagnostic because it was running slow. I was told it had to be sent out, and before leaving it, the associate stressed how important it was to back up my files. Since I had a lot of personal and client data, I agreed and even purchased a flash drive they recommended so everything could be saved. I was reassured multiple times that Geek Squad takes customer data seriously and that my files would be safe. Weeks later, I was told only the hinge and trackpad needed to be repaired. I approved those repairs, and no one ever mentioned my hard drive. But when I was called to pick up my laptop, I was shocked to find out they had replaced my hard drive without my knowledge or approval. That was never discussed with me beforehand. When I raised my concerns, the associate apologized and told me my data had been backed up to the flash drive, so I “shouldn’t worry.” When I finally picked up my laptop and checked, ALL of my files were gone. Nothing was restored, nothing was on the flash drive, and my laptop was basically wiped clean. Five years of personal files, family photos, and important client documents—all lost forever because of Geek Squad’s negligence. To make matters worse, when I pointed this out, the associate brushed me off and kept insisting the files “must be on OneDrive,” even after I explained multiple times that I don’t use OneDrive. After confirming with him that nothing was there either, his response was essentially a shrug. No effort to fix it, no accountability, no real concern. This experience was beyond frustrating—it was devastating. Geek Squad not only failed to deliver the service I trusted them with, but they destroyed years of irreplaceable data and showed zero urgency in making things right. Their carelessness and lack of communication cost me dearly, both personally and professionally.

Was very disappointed in this. I had a ps5 controller that was less than a year old. When I went to exchange it or get it repaired it was more than fustrating and confusing. Long story short they replaced the control her in-store after 3 visit to geek squad that my order was canceled for unknown reasons so was was unable to play my ps5 for almost 3 weeks. First they told me I need to call PlayStation for factory warranty. Why would I do all that if I pay for this. Spent 3 hours total out of my day during my lunch break. When I feel like it should have been taken care of the first time I was in. Let alone the employee have no idea what to do. Thankfully the manager did and recognized me from another purchase that saved me $400. Very disappointed

Title: Beware of Coverage Scam - Not Worth the Hassle! Rating: ★☆☆☆☆ (1/5) I recently fell victim to what I can only describe as a coverage scam that left me frustrated and disappointed. The company in question claims to offer comprehensive coverage for electronic devices, promising peace of mind in case of malfunctions or breakages. However, my experience has been far from reassuring. The major flaw in this coverage scheme becomes evident when you realize that they don't believe in repairing or replacing individual components. Take the example of a television purchase – if the remote breaks, you're forced to replace the entire TV. It's an absurd and inconvenient policy that seems more like a gimmick to boost sales than a genuine commitment to customer satisfaction. Even more troubling is their approach to prebuilt PCs. The package supposedly includes a mouse, keyboard, Bluetooth antenna, and Wi-Fi receiver. However, if any of these components malfunction, the company's solution is shockingly simple – return everything. Yes, you read that right. Even if your hard drive is packed with irreplaceable photos, important downloads, games, and sensitive passwords, you're expected to ship the entire system back. This policy is not only inconvenient but poses a significant risk to your data security and privacy. To add insult to injury, the deductible for claims is exorbitantly high – four times more than what you would pay for insurance on a reputable platform like Amazon. It's clear that this coverage is less about protecting your investment and more about squeezing as much money as possible from unsuspecting customers. Save yourself the headache and look elsewhere for reliable coverage. There are plenty of reputable options available that prioritize customer satisfaction and provide fair and transparent policies. Don't be lured in by the promises of this coverage scam – it's a gimmick designed to take advantage of unsuspecting consumers.