Customer Ratings & Reviews

Willy was amazing! He told me exactly how to fix it over the phone. BUT your call absolutely SUCKS. They have NO idea how to to even understand what I was asking them. Evidently they are given some script to repeat over and over again. I bought my first home system in 2009 from you and spent thousands of dollars literally. So I’m so tempted to not ever purchase from you.

Online support has become so poor the service is worthless. Online over 2 hours trying to sync Outlook. Only message was “sync” takes a long time. Nothing fixed. No response from advanced level. They probably sent an email even tho emails aren’t being received. Have had this service for years but now totally inept.

Totally unprofessional and incompetent. 1 month to wait until they come to in-home diagnosis. No diagnostic equipment they used to find the issue. Just flesh light. Advised to replace to tv boards for $1400 plus $124 for scheduled appointment and so called diagnosis. I solved all by myself for $300. Do not even think to use “geek squid” as they are not professionals but just money collectors.

Agent Nadapa was the worst. If you get him, immediately hang up the phone and try again. Spent two hours fixing a simple hard drive issue of it not recognizing on my pc, then remotely formats it to disappear from Disk Management, then "magically" makes it reappear but with a fraction of the HD storage. It was a 6TB drive which they formatted for 2TB, then has the audacity to say "I didn't do anything." WHAT??? Prior to this, I spent 3 HOURS on the phone and PC trying to connect with an agent via phone and chat--only to be disconnected for "inactivity" after stating my assistance needs to the chat agent. BestBuy, what is wrong with your support team? There needs to be a major overhaul in staff and policies for me to ever recommend this service ever again. A total waste of money to be a TotalTech member, too.

I did not have the best experience, was told one thing the 1st time I went in and then was told a totally different thing when I returned. The woman at the desk was very unfriendly and kept making up reasons for bringing my laptop when all I needed was a battery to be put in. She wanted to do updates and other things that could cause my laptop to be wiped clean. I kept repeating that all I needed was my battery replaced which I had with me. She then stated it would be 3 days minimum to do that service, when Originally I was told it would be 20minutes or so. Overall very disappointed with the customer service I received because I refused any other service than what I needed. Smh. Will not be buying the membership again.

Geek Squad technical support do not seemed to be trained properly or do not have the proper knowledge about the service they offer. Best Buy is an authorized apple support center so i booked an appointment at the Best Buy location in Cumming, GA for a battery replacement on an Apple Watch Series 4. I had already checked on Apple's website that it costs $99 to replace an apple watch without apple care. But the Geek squad person first said that cost to replace the battery will be equal to the cost of the watch so i left the store and then called apple support to reconfirm the price of battery replacement is $99. I went back to Best Buy again and told them about this. The same person checked again and this time he said $371 to replace the apple watch battery. This clearly goes to show that if you have untrained persons or employees with no knowledge on the service charges Best Buy will lose customers.

Had an appointment with Geek squad which was made by Apple Support after working with them on the phone for hours. When we talked with the technician, all he did was tell ya the phone was fine and it was a carrier issue. He didn't touch the phone, run any diagnosis, test anything. We already knew it wasn't a carrier issue because the SIM card works in every other device it's put in. We even tried an additional SIM from a third network and it wouldn't work. Ended up just having to schedule with an actual Apple Store. Save yourself time if you want technical help and go somewhere with real experts.

I called twice didn't get anyone knowledge on my needs. Told I'd get a call in 24 hours and haven't. Good thing I didn't pay for the last few days of not being provided service while being gas lit.

First time using my insurance plan on my phone. I am not impressed. Switched from my carrier to geek squad thinking it was a better plan. It is not. It's going to take 2 to 4 weeks for the screen to be fixed on my phone. I had to drive 45 minutes away because the three stores closest to me Do not work on Androids.

I had a very bad experience with the Geek Squad, who were led by "Alexander" in 2 home visits they did not fix my problem. I still have spotty streaming into my hearing aids and I still do not have closed captions. I was told that the problem was only on live tv, but that has not been the case. I was told to get a new DIRECTV box which I have ordered. The cost to the incompetent Squad was $161+ and the DIRECTV shipping cost is $19,95. These workers did not listen to or respond to what I said and they appeared to definitely not know what they were doing. This has been a truly terrible experience.

I use my Outlook client to manage 10 various email accounts. My main account stopped sending emails. I contacted the Geek Squad. The first rep couldn't help so she/he transferred me to Agent Kannamala. The agent worked on the problem for about 20 minutes calling me twice during that time. I watched him delete my gmail account and then try to reinstall it manually. It was obvious he was having trouble. Then, all of a sudden, he terminates the session. No call. No email. Nothing. Then, I get an email from Best Buy saying "Today I ensured your Outlook fully functional and up-to-date". Now, NONE of the email accounts in my Outlook client work. I tried to get a manager but another rep said that would take hours........I'm going to look for another support service.

They have work on a $1000 radio I purchased and this is the 3rd time I'm going in for repairs. The store won't let you talk to the store manager and the techs cannot fix the problem. It's terrible service and I will never, ever go back to best buy again for anything.

I have been paying for "Total Tech" care, which I have never really used for some time now, with the understanding that all the electronics and devices I purchase from Best Buy would be covered. This could not be further from the truth. Maybe you are paying for an "extended warranty" but the tech support is by people who had to look up the product manual and know very little about the actual products. I can do that on my own. I am paying for support so that when I call, I can speak with someone knowledgeable who knows what they are doing. Also, as others had stated, the wait times are too long to just get someone on the line asking a bunch of basic questions and not knowing what they are doing.

A 17 day standard turn around time on an extremely easy laptop repair is absolutely unacceptable. I have to work on my laptop and now have to figure something out.

Purchased a new refrigerator that was delivered 6/25/22 and within a couple weeks the water dispenser quit working. Since I also purchased “geek squad” I contacted them immediately and was told that they did not have a service member in my area and I would have to contact the manufacturer instead. They literally left me with no other option. This was pretty disappointing considering I live in a relatively large city and was never informed this was even a possibility when I paid for “geek squad.” I am left wondering what is the point of this extended warranty service that I paid for if there is indeed no option for tech support, and why I was not informed of this when I purchased it.

Last Thurs, I purchased a new TV and set up an appointment with Geek Squad to come out to my home to deliver and install the new and haul away our old TV. The original date of delivery was March 4th. I got a phone call from a representative the day before stating that the delivery is cancelled and will have to reschedule until an entire week. That is really unacceptable for that long period to reschedule and be without a TV that works.

very disappointed, after paying a good amount of money for service and repair, the fridge didn't work, they made me pay again for service and I am a member.

computer issue. Tech level one didn't know more than I did. Tech level two was disconneted and didn't call back. another tech two was difficult to understand and did not solve the problem. Finally a 4th one did. VERY disatisfied

Absolutely horrible. Stay as far away as you can. First time I bought a computer and a $500 warranty to cover it (Thank God). My computer went to warranty 2 times in a month and after spending $1400 with a consultant to set it up, they completely WIPED the system when I got it back the second time....to fix a camera issue. when I discussed with the MANAGER....it was basically a cold-hearted "did you get your computer back fixed?"....when I say "yes", they said "then we did our job". "We warned you that you needed to back up the system". NO REMORSE AND NO COMPASSION.....JUST TOUGH LUCK LADY. WE DID OUR JOB AND YOU HAVE NO COMPLAINT. NEVER NEVER NEVER WILL I PURCHASE ANOTHER THING FROM BEST BUY IN MY LIFE.

I had a scheduled appointment today (4/27/24). It got cancelled and I received no notice. I took the day off of work to wait around for this repair. I asked for the labor cost to be taken off my bill because I had to reschedule for May 8th. Don't you think a day of lost wages for me should be compensated with free labor since I have to pay $125-150 for the labor. No notice, No phone call and No email and I was not offered this compensation. Mind you I have to pay almost $600 for the repair with already paying $135 just for the diagnostic. They wouldn't give me anything off of my cost.