Customer Ratings & Reviews

This review is base on the scheduling experience with geek squad. I scheduled a repair on my newly purchased washer. The geek squad customer service representative ensured me that the repair person would be arriving on the scheduled day even though I offered to push the service out until the following week. I received an email confirming the appointment with the service window between 8:00am and 5:00pm. Waited all day for the service person to arrive and they never showed up. I called the support center and they told me that the appointment was with an outside provider and not confirmed even though I received an email stating that the appointment was confirmed. They wasted my entire day and the best they could do is offer a bunch of excuses. There is a question below asking if I would recommend geek squad to a friend. I answered no, additionally, I will be telling as many people as possible about the service I received. One more thing, I tried to call the store to talk to the Manager on Duty and relay my frustration and was told after I called the number for the store that individual stores don't accept phone calls. Really! The only way for me to talk too the Manager at the store was to go there in person and waste more of my time. Hence this online review.

I am now in Week 6 of waiting for a repair on my laptop. I had a loose charging port, and I was told it would be 1-2 weeks. Since then, I've been told they decided to replace the entire motherboard instead of repairing the part (why not just replace the laptop, in that case?). Communication has been poor--I get an occasional call, but all they say is they're waiting for the part. For how long? It's like they have my laptop held hostage. Even if they reimburse me via the protection plan, I'll lose hundreds of dollars, because they won't reimburse the cost of the plan or account for inflation (the cost of laptops has gone up). Very unhappy with this "service" & will not be buying another laptop from Best Buy again, nor will I be using Geek Squad ever again.

I have used the Geek Squad service twice now. The first time I had excellent service with setting up my new docking station to my new laptop and dual monitors. I later had an issue with the docking station not recognizing one of my monitors and keyboard, so I used Geek Squad service again. The second time, the person kept insisting I take all the hardware to the store. I had to demand a different agent and remote service in reconnecting/re-configuring my settings as was done the first time I had issues. The second agent that tried to help me was never able to connect the second monitor nor get my keyboard connected. I was told there was something wrong with my brand new docking station and that I needed to take it and my laptop back to the store. I plugged in my second laptop and everything worked fine, so I know it wasn't the docking station, monitor, or laptop. Several hours later, I was able to get everything figured out on my own and now can connect both my work and home laptop to the docking station. I am extremely disappointed in the Geek Squad Service today. Hours of my time was wasted with no resolution to my issue.

I brought my computer to Best Buy for repair. I was charged $180 up front with the expectation that they were going to run diagnostics on my computer then tell me what the problem was and what options were available to fix it. Instead, I receive a message 4 hours later the computer was ready for pick up to which I find they did nothing because they couldn’t get it to turn on. So I was charged $180 for services NOT rendered and returned a broken computer with no explanation other than they couldn’t get it to turn on. When I made the appointment by phone, I was assured that the issues would be diagnosed during my consultation, I would be provided with options and costs associated up front so I could make an informed decision for repair. Instead, when I brought the computer to the consultation, person made attempt to start computer, which it did not do, then tells me they need to run diagnostics to determine problem and tells me it will cost $180 for the best Buy service plan which is standard charge for “every” customer “regardless of their issue”. This 100% contradicts the information I received on the phone prior to bringing in the computer. Finally, when returning to pick up the computer, a different person was at the counter and I told them the entire story and they said that based on what I told them, it was likely the mother board was no good or some other hardware issue that would be quite expensive and probably not justify repair. Seems that this information would have been helpful before paying $180 for something that couldn’t be fixed. I feel like this should have been determined during the consultation as I would never have agreed to pay for something that would cost at least 50% of the computer. I asked for a refund since services were not rendered. Ie. they never ran the diagnostics because the computer would not even turn on. No response. I asked if I could apply the $180 toward a new computer. No response. Tremendous disappointment! I would never recommend Geek Squad for computer repair based on my experience I won’t be buying my next computer from Best Buy.

Unfortunately, my experience with Best Buy and Geek Squad was disappointing. The staff was unhelpful and dismissive, treating me like I didn't know anything about the products I was interested in. The lack of clarity with inventory was frustrating, as I was unable to find what I needed and had to wait for long periods for restocking. Additionally, the Geek Squad service was subpar, as the technicians seemed to be inexperienced and provided poor customer service. The repair services they offered were often delayed, and communication regarding the progress of my device was minimal. Overall, my experience with Best Buy and Geek Squad was underwhelming, and I would not recommend them to anyone. The staff's lack of knowledge and dismissive attitude, combined with poor inventory management and inadequate service, led to a negative experience. It's essential for businesses to prioritize customer satisfaction, and Best Buy and Geek Squad fell short in this regard.

Worst costumer service I’ve EVER received from any establishment. I will never purchase anything for a Best Buy again after this experience and I’ll be telling everyone else I know what I dealt with. The costumer service rep I spoke with today at the Best Buy store in Tualatin Oregon, his name was Augie, mocked me when I told him I didn’t trust them after over a month of poor communication and terrible service. I was charged several times for computer parts that I was told were necessary and every time I would came back in to pick up my computer I was told there was another issue and a new part needed. It went from one SSD card, to two SSD cards, to needing a new motherboard. I was given a discount on the motherboard because of the terrible experience in the service I was receiving and was told upper management had gotten involved. I took my computer home and after 5 min I would get a blue screen and the computer would restart. This happened over and over and over again. So I brought the computer back in and told them I wanted a refund and that I didn’t trust them anymore. This was when Augie, the store customer service representative mocked me and made a face at me when I told them I didn’t trust them. I replied saying “real professional” and he said “right back at you” I then told him I wasn’t the one working right now. He then fixed his attitude and was very short and dismissive with me. Unbelievable. Not only do I not trust their ability to fix things, I don’t trust their ability to deal with customers in a respectful manner. Absolutely unacceptable. I work in customer service and if I had acted the way he had to a customer I would not have a job anymore. I hope someone sees this and can go back and look at the store cameras and see how he treated me. Tualatin Oregon Best Buy 4/16/25 5:20 geek squad appointment.

I came here recently after being told by the Geek Squad customer service hotline that I would be able to get my requested work done here. After playing my order for parts I wanted and getting in line, I was told they would not touch my computer. Keep in mind I chose this location only because it’s a lot closer than other locations to me. I had a prior computer be worked on at the Cerritos location and let them know and they apparently make their own rules here and get to choose whether they want your business or not. Asked why they wouldn’t do it yet another location would and they just responded their techs said they wouldn’t touch it even if I signed a waiver. Called the Cerritos location back and they were more than willing to take it in and get it done. This location as NO transparency and again I guess can make up their own rules. Highly would recommended you to not come here but that is up to you. Very disappointed of them turning me away and just telling me go to the other location if they can do it. Won’t be coming back to this location again no matter what. I would recommend Geek Squad but not to the Downey location that gets to make their own rules.

Best Buy do better. The store is understaffed and so are the Geek Squad technicians. The tech that helped me emphasized that he is not in customer service. He was rude and upset because I did not want to wait in line over and over again as he went through his 'IM SMART SPILL' with each customer. You can be too techy to average customers that just want to get in and out the store. Going down a rabbit hole with each customer only makes the wait longer and more frustrating for the next customer. The technicians are arrogant and just need training on how to interact with people instead of computers.

I purchased a $2,000 dollar TV. A year later, the remote stopped working. After chatting with someone on the Best Buy website, i was told i had to drive to the store, with the remote, to exchange it. When i arrived to the store there was just a single person working the desk and i was 5th in line. Almost an hour later, i was told that they did not have any remotes for me but one would be ordered and received within 5 days. Shortly after leaving, i received an email with the work order. 5 days later, the work order has not changed and no remote has been shipped. I have called and messaged with Geek Squad multiple times but all i am told is that there is no update. Here i am, at home with a $2,000 TV that can't turn on and i spent several hundred dollars on a warranty where Best Buy is no where to be found. I find their customer service and willingness to help out to be a joke. Best Buy takes your money and then runs away with your wife.

The first time I came in I had to make an appointment, which I didn’t have a problem doing. The woman up front made an appointment for me, so I came back at a later time. I show up, and the woman says that she can’t help me and that I would have to come back AGAIN. That I need an auto appointment to get help with my dash cam. Oh, and by the way it might COST me. Absolutely terrible communication between staff and terrible service. The woman was not confident with the information that she gave me and had absolutely zero concern for my time. Do not recommend.

On my most recent visit with Total Tech Support, I was not able to get into my MacBook and I showed him what it was doing. He talked to me for about five minutes but then told me that there was no way for me to get into it. What he told me was not true and I found a video on YouTube explaining how to force MacBook open and fix it. This was the second time they told me there was no way to fix my problems and the last time it was a lost file. I don't know why they would be so indifferent to my problems that they say they can't be fixed or that I have to pay an independent repairman when in fact people on YouTube know more than them and care more about my problems that Best Buy does.

I read the first/ only review of this product and was leary of purchasing it myself, but thought maybe it was just one person's bad luck.. I purchased theproduct, was sent the email with the product redemption code and followed the instructions.. Received an invalid ID code message.. tried several times, and even attempted the other code that comes in the email with no success. Called Geek Squad hotline to get it straightened out, was transfered to someone who they thought could help.. She tried, and was unsuccessful and her comment was "your computer may already have a virus".. she was very sweet, but I already know my computer has a virus which is why I purchased a virus removal program.. She transfered me to mission control, they had no idea what was going on, so I was transfered to a remote access tech who spent about half an hour trying everything he could on my computer to get the program to be accepted. He stated that if there was a virus he would try to just remove the virus himself instead of getting the program to do it, but it would take up to two hours on the phone and remote access, which would be a pain, but I would get over it to get my computer safe again. After he tried everything he was legally allowed to do, he eventually had to call me back to get a hold of the help desk, and we tried a couple of other options as a last resort, including deleting my account altogether and starting over, with no success.. his only suggestion that he and his help desk could come up with was to call the geek squad hotline and ask them for a refund, and possibly complain enough that they would maybe upgrade me to the tech support plan for 199.00 for a year for up to three computers, free of charge since I had already paid the 160.00 plus time spent on the phone, so I am about to try that.. All in all.. this is just a waste of your time no matter what, but the staff is very polite and they do genuinely try to fix the problem, they are just unable to..

"0" Stars was not an Option, or I would've chosen it!! 2 Hours of my life that I will never get back! I purchased this "service" through www.bestbuy.com. It appeared as though it was going to save me time and hassle of having to take my computer to a Best Buy store to have the Geek Squad remove any virsus that maybe on my computer. I purchased this service, received my redemption code and instructions within the 15 minute time frame. I followed the instructions and kept getting an error message that my "order ID code" was invalid. I tried several times, then called the 800 number I received with the redemption code. 2 hour long story short, I had 2 different tech agents remote access my computer and they couldn't get the redemption code to work. I was then told to contact Best Buy because I had been speking with the Geek Squad tech support. They said it was an issue with the redemption number. I then called the toll free number for Best Buy. No one there knew anything either and transfer me to tech support. Again, they were unable to help me as they didn't even know about this service being offered. All they could suggest was transfering me to their order team and having a refund issued. The gentleman came back on the line after a few minutes and said that he explained to the order team representative what was going on, and was told that, even though they are not supposed to, they would issue me a refund which would show on my account within 5 to 7 business days. I thanked him for his help, but thought WTF, why wouldn't they be permitted to issue me a refund for a product that wouldn't work. So now I will wait and see if I get the FULL refund which would be the cost of the service, plus tax. I should've just taken my computer to the store to get fixed. It will take them about a week to service and cost me an additional $50 or so. Thanks for wasting my time online Best Buy Service!!!

The worse service I have ever received by the Geek Squad. Will NEVER use service again. Originally scheduled service for 12/3, they cancelled and rescheduled for 12/10/24. Did not finish and would be back on 12/12/24. No show. Have called tech and left several voice messages, no response. Went to store, no help there. Rescheduled now for 12/23/24. Shouldn't take 23 days to get service. Will NEVER USE SERVICE AGAIN

Awful incompetent. Stove fluctuates 30 degrees lower than oven reading. Doesn’t cook food as it should. Leaving food in oven double the recommended time still not cooked. Geek squad sent 2 different techs. Both friends. Both said oven was normal. One tech said low end of normal. Lazy. Did bare minimum to troubleshoot the issue. Stove is still undercooking the food even after increasing cooking time and temp. Both techs say it’s “normal”. The stove is only 1 year old, almost new. They won’t help us find a solution. We have a 3 year warranty. They say they don’t know what to do or what the problem is even after being in the stove repair business for 15 years. Wow. We are stuck. Paid over $1500 for the stove. Geek squad techs are a scam. They go out of their way NOT to help you fix your issue. They actually work against you, not for you. At least the ones that were sent to us. And judging by the rest of these reviews, many other people too.

If I could give zero stars, I would. It has been a terrible process dealing with Geek Squad for what should have been the installation of a W/D. The technicians said it wouldn't fit in the space that I had measured, and they left. I measured the space in between the W/D and the wall according to what they said they needed, and it will. Now trying to get them to come back to actually do the job that they should have done originally has been a nightmare. The call center is not helpful. Calls have been dropped. I have been on hold. If you don't have to, I would NOT recommend getting Geek Squad for anything. I had a good experience several years ago with a TV delivery, but this has been terrible.

This Will be the there time canceling my membership. I had an appointment today, window frame from 12:30 to 3:30 pm, no one showed up, I called around 3:00 pm they told me that there was no one available, the appointment had to be rescheduled. I took time off from work and wasted it. Who will pay for my wasted time? I expect them to wave the installation fee which is no where close to remuneration. I’m hoping they close their doors.

- Brought my phone in for repair on 7/13. - Told it would be expedited because of a delay with my appointment latest Tuesday. Heard nothing come Tuesday. - Called again. Told it would be ready latest Friday. Heard nothing Friday. - Called again. Told it was repaired and being shipped back to Best Buy for pickup on Sunday. Heard nothing Sunday. - Called again. Told they just received the repair part and the technician was ABOUT to start working on it and I would receive a call in 24 hours. No call. Their policy is to lie to you. If you try to call the store you will just get sent to a rep in India who wont actually do anything because they have no power. If you have a month+ to wait, go ahead with Geek Squad. If not, go somewhere else.

This is nothing to do with in-store employees. I sent my razer blade 14 in to have an issue fixed. They said the part was on back order with no ETA. At the 28 day mark they magically got the part and fixed the laptop. They returned it to my local store, at 30 I believe they have to scrap it and refund it or replace it with total tech. I went to go pick it up and they let me test it before I left with it. The laptop was doing the exact same thing it was doing before they kept it for almost 5 weeks. Now they want me to send it back. They either lied and didn’t replace the motherboard like they said they were or they did not test the machine after the repair. Either way it’s an epic fail. I left explicit instructions on how to verify the issue. I left the laptop at geek squad, I refuse delivery of the product since it’s not fixed. I hope someone reaches out to me to correct this but I doubt it. This will be the third time it will be sent back for repairs which I think the first one they did caused all of this.

When I first purchased total tech support it was because I had a car audio installation and was told that the total tech support would cover the installation of the equipment (regardless if it was purchased from Best Buy or somewhere else). Since I purchased it I had a used it for other car audio installation, each time not being charged additional for the labor but I did have to purchase additional parts for the installation. This last time I had a pair of speakers installed I was charge $80.00 which I questioned because I had not been charged previously. I called into Geek Squad and inquired if this policy had changed and was told each time that it did not change. When I inquired on why I was charged this time around when I had not been charged previously I was then told it was not the person's department that I was speaking with and they would transfer me over to the another department. This started the process of transferring me and transferring me, and transferring me again. This is the worst experience I have had with Geek Squad. I have paid $200.00 per year and the only value I get to use is the extended warranty, which I can purchase individually for each product I purchase and not pay $200.00 per year sum total. I have been paying for the Total Tech Support for 3+ years. I have used my Best Buy CC for several purchases. I could confidently say that I was a loyal Best Buy customer until this experience with your call center who handle incoming customer inquires.