Customer Ratings & Reviews

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.

I had a TV installed and connected to my system last Friday. That evening i could not connect to my Direct tv and DVD player. I went to Best Buy on Sunday morning and talked to a Geek Squad person who told me that if they issued a reconnect, i would be charged and that i should call the 800#. Wowzers!. It gets "better ". I called the 800# thinking they would schedule the reconnect. WRONG! They told me that they would send a message to the technician who installed it to contact me. He has yet to do that. So i paid for the TV and $200 for connections and it still isn't there. I myself will resume to doing future purchases with Crutchfield, whom I have used before and had INCREDIBLE experiences with, and hire a private person to connect products i can't.

I wish I could give zero stars. Paid $90.00 to get laptop diagnosed and repaired. I was just told by a customer Service Rep that the Repair Center didn’t even attempt to diagnose the problem because the laptop is too old to service. Alienware laptop purchased from Best Buy in 2017. It would have been nice if they had just told me it was too old to service before it was shipped and I paid for a diagnostic. The laptops date was known when I gave it to them at the store. The customer Service Representative refused to refund me my money even though she admitted they didn’t do a diagnostic or even open the machine. I’ll never do business with Best Buy again for a computer. When you pay for a diagnostic on an automobile they don’t take your money and then immediately tell you the automobile is too old to repair or even diagnose.

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 attempted to have a dishwasher repaired. Diagnostic visit of the Geek Squad indicated it was the power cord. I had to purchase the cord separately. The return repair visit determined it was not the power cord. I was charged the full price but was able to return the cord as it was not needed. The main issue, however, was how rude the repair person was to my wife. The dishwasher was broken and this individual felt it was appropriate to give my wife a hard time about the smell. He repeatedly told her how bad the smell was and that it needed to be cleaned. In addition to this, the door of the dishwasher does not function as it did previously. It does not fully open. This will make loading dishes on the bottom rack challenging once repaired. My wife asked about it while the Geek Squad was still at the house. They were dismissive and told her cleaning it would help. I called customer service about this and no one seemed to care. This indicates to me that this is commonplace and acceptable behavior.

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.

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.

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.

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.

I took today off from work for a refrigerator repair scheduled from 8:00 AM to 5:00 PM. The appointment was still scheduled as of approximately 10:00 AM. When I rechecked the at 10:30 AM, IT WAS CANCELLED! I called BestBuy and they couldn't tell me why it was cancelled either by a technician or their "system". Either way, they couldn't send anyone else out today so my day missed work is wasted!!! I'm being passed around for 40 minutes now, trying to reschedule an appointment for another day. This is totally unacceptable. We paid for a three year protection plan and this is the first time we're using it. I expected better customer service from BestBuy.

Best Buy home installation is joke! Don’t buy any appliances through them unless you have someone else besides them installing it. Bought a gas dryer here and it is still sitting in my laundry room not hooked up after 1 month and 1/2. Every time my appointment comes to the day they cancel it. I have called probably 25 times to the customer service and I can never talk to a supervisor, horrible customer service.

Horrible experience what is the propose of having this service when it takes 4 months

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.

After confirming with an agent over the phone they could replace the battery in my exact model iPhone, I showed up for the appointment on time. The tech disappeared into a back room with my unlocked phone and I was told to wait 15 minutes while they do "diagnostics". For a battery swap. When my phone was returned I was told that they could not replace a battery in my model iPhone, instead it would have to be taken to Apple. This could have been determined during the initial call, or in the first 10 seconds of the in-store visit. Not only was it a waste of my time and travel, I feel I was lied to and that my personal data could very well have been compromised.

Horrible. Don’t walk run away from this company. Horrible customer non service and run arounds.

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.

They came to fix my ring. Did absolutely nothing. Then took cover off my doorbell and did not fix back properly, left 2 screws off. Took two cancel appointments before they came. Just awful. Could not put my ring back online. Called and girl on phone at Best Buy put me back online via phone . Helped me get online

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.

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.

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.