Customer Ratings & Reviews

Great idea in concept but they get an F for execution. I called the 888 # and got a company in India (my guess). I spent about an hour on the phone ordering equipment for our home theater and scheduling Total Tech services. I thought all was well until I was notified of different appointments than what we had agreed too - that I couldn't keep because I was going to be out of town. It took me 4 more phone calls to get it straightened out, including 2 customer service people who just hung up on me and the cancellation of one service call where the tech said I had to pay $130 for installation fees - because the paperwork didn't show me as a total tech member and told me to call the 888# to resolve. On my last call, I went straight to a manager. The jury is out on whether this time it'll work. The customer service company in India is not doing any favors for Best Buy.

This membership is a joke. Paid for it at my local BB, got lost in the system, was told I didn’t have a membership, brought my hard copy receipt to my local BB, showed my purchase of the Membership receipt on my BB app. The store manager confirmed my purchase, but BB could not upload my membership and told me they could not correct it. So a couple hundred bucks for BB, no benefit to me. You’re a company which sells all kinds of tech, but your computers couldn’t figure this out. Again, a joke! I was an ElitePlus customer for a decade, this is so poor. Please post this review across all channels and wherever you can. I spent hours trying to rectify this on the phone and all agreed I paid for the membership, but no benefit and it is a waste of time. Too bad BB isn’t the company it used to be. I will buy most of my electronics now elsewhere.

Buyer Beware. We purchased a television. We are happy with it and with the Geek Squad home installation. The Best Buy salesperson scripted fast talking sales pitch to buy the "Total Tech" plan. Of course "you get" a long list of dubious benefits . This is where the gold does not glitter. I have a laptop that needs a new battery. There were no customers at the Geek Squad counter. The representative refused to help me because I did not have a reservation. What? I was planning on leaving the laptop for repair. I was also told that I would have to buy a battery from Amazon and then bring the battery in to the Geek Squad once I have a reservation. For crying out loud. Why did I buy the TotalTech plan?!!

Since Geek Squad changed to Total Tech, everytime I have called for remote assistance and/or a question, I am referred to YOUTUBE, or else I am told I need to bring computer in OR opt for a home visist. (Home visits were free last year for Geek Squad, but now they charge about $50 bucks). The reps a happy to schedule a home visit, but neglect to tell you credit card on file with best buy will be charged the fee. Reps are reading manuals, cannot speak english without their scripts, and do not know how to help. I am so cancelling total tech and locking my credit card on file for further use. Totaltech is NOT what Geek Squad used to be. Better to find a local computer repair person. Very disappointed.

Moving to a new place and thought to try Totaltech as they give you installations and other benefits or at least that is what they say. 1. They brought in the dryer not during the scheduled time and just left it outside as no one was home. 2. Refused to come ack and set up the dryer. 3. They did not deliver the washer, even though it was ordered 2 months ago and said that we should wait for another month. 4. Did not deliver the TV on delivery date because they did not have it yet (also ordered 2 months ago). 5. My Computer bought from Best Buy broke down 4 times in the past 2 months, literally the next day I take it from the service center. 6. Every day calling in for these reasons to get them resolved, have to be put on hold for 20minutes then after explaining the situation you get 'I know how you feel, I would feel the same way' and nothing they can do about it but to put you on hold for another 20 min. Very poor quality of service if any at all. The only positive was that when they actually did get the TV a 3rd party installer came and did their job correctly (no thanks to BestBuy).

I bought all my appliances + washer and dryer at Best Buy, and I also included Total Tech support, as well as Geek Squad. I reported an issue with my dryer about a month before my yearly protection expired. Best Buy sent two teams, ordered multiple parts from Samsung, but on my last appointment they told me that they can't fix a simple drum light problem. They recommended me to just call Samsung because there was nothing they could do. My membership expired, and they told me that no matter that the problem occurred during the membership period, and that I bought all the electrics for my home in their store, they will not do anything, and recommended me to buy a new dryer from them. I don't really appreciate this type of costumer service.

Have multiple appliances under my total tech account. First time I’ve had had to use it was a complete failure. Tech came out to diagnose fridge. Waited one week for parts. Waited another week to come back and repair. Repaired and 2 hours later fridge not working again. Called and was told next available appt was another 9 days from now. No water no ice for a whole month. Don’t bother getting this service. Complete failure.

We Purchased a new Samsung 28 cu ft 4 door Smart Refrigerator and a Maytag high efficiency smart top load washing machine 2 years last November, purchased the Totaltech, as soon as the two years was up my auto renew for some reason was Cancelled, I called to find out why and was my appliances still covered if I renewed now, June and was told no way, how convent for them, Now we are screwed, I was told my visa payment did not go through, I don't believe that at all my payment came out in November 2023 and my plan was Cancelled in January 2024.. please be careful when purchasing expensive appliances from Bestbuy..

This membership is awesome. They help with all the technical support I need.

Purchased an Samsung 85 inch 8K Open-Box TV sold as Excellent as new condition. 24 hours after install, the display pixels in upper left and upper right hand corner failed. Totaltech representative came by the house near immediately and verified the manufacturing defect. Service center ordered a new display / panel to fix the TV. This is where it gets interesting. BestBuy refused to repair it. My understanding is the panel was more expensive than what I purchased the TV for, so they chose not to repair it and cancelled the order. Good business for BestBuy, Terrible Customer Service. It’s been 6 weeks and BestBuy has accepted the TV for Return, however want to warn potential Totaltech purchasers that the warranty “In my Case” was not / will not be honored.

This total tech sucks. I was an Elite Plus or Elite member for years. Now they are reducing my benefits and making me pay $179.99 plus tax for this stupid total tech and let me tell you how stupid it actually is. I had a $4.5K LG frig that was not 6 months old. It was a $99 service charge and 20% off the parts. I called LG and it was free. Useless membership to make money. I am canceling mine this year and they can go you know where. I will shop as little as I can at best buy. I could have gotten the fridge at Lowes and they would have matched the price and their warranty is gold.

I purchased a printer open the box maybe a month later I set it up printed some pictures they came out with lines in them change the paper thinking it might be the paper same thing. Called Total tech oh there's nothing we can do about it. You mean to tell me this is a brand new printer ( supposed to be a new printer I'm starting to think that they sold me a used one) that I purchased from you guys that ain't right and you can't do nothing about it. This printer wasn't cheap and I'm not letting this go. Tell me what's the point of having total tech because I'm so confused I'm paying a yearly fee to get no services. I will not be renewing my total tech and I will be canceling my credit card because I don't see the use in them if this is how to treat in their customers. I love Best buy but this right here makes me think real different of them so yeah I probably won't be dealing with them anymore.

Superb customer care at Riverhead store by TotalTech team members Muhammed, Trevor & Vincent! I purchased new Dell computer with zero knowledge how to transfer all data from old system-everyone has been so supportive, competent, professional & understanding! Totally satisfied with their service-highly recommend for everyone, but especially for a novice such as myself! They have successfully transferred all info-& calmed my nerves in the process! High praise & much gratitude-Total Tech program is worth every penny-I could not have purchased new device without their support & guidance-plus,they are available to help 7 days a week-the best!!

This is the absolute worst service ever! I was highly encouraged to buy this service and the very first time I tried to use it I was given an apt with a 12 hour window and then that day contacted with a 3 hour window and guess what NO ONE SHOWED UP ! After several calls all day long, taking off work to stay home to be available the best the could say was “ hopefully they will come and if not we will call to reschedule in 24 hours !” I am beyond angry and frustrated . Best Buy should never offer things they are not able to back . DO NOT GET SUCKEREE INTO THIS LIKE I DID ! I wish I could give it 0 stars !!!!!

I've had TotalTech support for many years, and up until recently, it had been great. I use it for two things: 1) In-home installation services for TVs, audio, etc, and 2) Computer tech support. The In-home service is still top notch, and gets 5 stars. If you do a lot of updating with your entertainment systems, it's definitely worth it. But the computer support has absolutely become worthless, so 1 star for that. I had Geek Squad set-up a new computer I purchased from Best Buy (their recommendation) and they screwed up the software so badly I had to send the computer back to Dell to get a new one! And the online support is terrible... the techs take 3-4 hours to connect with, and they're not able to solve even the most "basic" issues (including problems I've had in the past, which they had fixed). I just used the computer support again today, and I think they actually left my computer in worse shape. The tech just logged off halfway through his process and didn't even try to finish what he was doing! I'm literally sitting here watching my laptop's BIOS system try to do a recovery.

Prior to the changes effective January 2024, Total Tech was a wonderful plan and well worth the money prior to 2024. Caveat Emptor! Now it’s a bait and switch. You know those extended coverage plans that cover you after your initial coverage? Well, there is no value. If ever you need help, (read the fine print) it is readily available if you wait for a couple of weeks to get through the queue. Then wait for the tech who calls to confirm, to make sure you know that, according to the fine print, you will only have an additional $100+ “co-pay”. This new plan is of no real value. Keep your money and save it toward any risk of future calls after initial warranty period.

Please make sure you read every line of the total tech membership. I had an installation of a mount and tv back in February. July comes around and the tv falls off the wall and is damaged along with the wall. I am now being told they can not do anything for the tv as it is outside of the 90 day window. Now they are providing free diagnosis but I have to pay for all the repairs even with the little 20% they give off. I definitely would of taken a different route if I had known this. So I beg everyone to please read the fine print. I assumed with total tech that anything you get with the purchase of or done with geek squad would be covered.

Service is now terrible. Total tech used to be great with installations and help. Now the service is so pared down with long waits on the phone for help that I do not see the benefit

Poor service. Took over 2 months to get my new stove fixed and igniter is still not working properly. Had to contact them again and needed to wait 2 weeks for an appt to get my new dishwasher fix, he had to order parts so on week three. Should be here on Sat. We’ll see how that goes. The technician Jesus is a nice guy but he is overwhelmed and I recently found out they only have one technician in the area. I called the manager Tatiana to tell her my experience and she didn’t seem to care and pretty much told me I had to wait for the technician and follow up with him. No apologies or at least tried to contact Jesus to find out the status. So disappointed and do not recommend purchasing.

Best Buy total tech membership is great value for the costs. If there’s a problem with any BB product, they’ll resolve it quickly without any hassles.