Customer Ratings & Reviews

DON'T BUY EXTRA PROTECTION - IT'S TOTAL RIPOFF. WE HAD THREE CALLS FOR SERVICE ON OUR DISHWASHER. YOU SHOWED UP FOR TWO AND DID NOT FIX THE PROBLEM, THE THIRD CALL WAS CANCELED WITHOUT ANY NOTICE, SO WE CALLED A 4TH TIME TO RESCHEDULE. THE MORNING OF THE VISIT, A TECH CALLED ONE HOUR BEFORE THE 'WINDOW' FOR SERVICE WAS TO EXPIRE TO SAY THAT HE HAD JUST RECEIVED WORD THAT THE SQUAD WAS NOT ALLOWED TO SERVICE ANY APPLIANCE IN THIS PROGRAM IF THE APPLIANCE WAS LESS THAN I YEAR OLD. WHEN I ARGUED WITH HIM THAT WE HAD PAID FOR THIS PROTECTION UNDER THE BEST BUY PROTECTION PLAN HE TOLD ME I WOULD HAVE TO CONTACT SAMSUNG DIRECTLY FOR SERVICE AND REFERRED ME TO CUSTOMER SERVICE. SO EXACTLY WHAT HAD WE PURCHASED FOR $200 A YEAR AGO??? I SPENT +/- 45 MINUTES ON THE PHONE WITH CUSTOMER SERVICE AND THE WOMAN I SPOKE TO JUST KEPT REPEATING THAT IF THEY WERE TO SERVICE THE DISHWASHER IT WOULD VOID THE SAMSUNG WARRANTY. SHE WOULD NOT ACKNOWLEDGE THAT IF THAT WAS THE CASE THE SMASUNG WARRANTY WAS ALREADY VOIDED BECAUSE THE GEEK SQUAD HAD BE OUT TWICE TO FIX THE MACHINE. REFUND OUR COST OF THIS PLAN!!

The geek squad associate put an an incomplete address in the system for me so my warrantied item was returned to sender after talking to management at the Utica Mi store and then escalating it to corporate then being sent back to the store level after being transferred multiple times and over an hour and a half on the phone and time face to face in the store nothing was resolved i am hoping my item comes to me eventually i am absolutely done shopping at Best Buy and Geek squad the store management attempted to shift the blame on me stating it was sent to my wife’s address which haven’t been married in years and even the representative stated they don’t have any other address but mine the Best Buy associate neglected to put my apartment number in there system and claimed to me twice that he had a different address the Address was correct he neglected to put the apartment number my item has been returned to sender as a result of their mistake at this point i can only hope it makes its way to me or the store in a reasonable amount of time Best Buy and geek squad has lost my business and a few others that typically follow my advice I’m sure Best Buy and Geek squad can afford the loss

I purchased an expensive LG refrigerator/freezer on 4/‘22. On 2/7/24, I realized the freezer wasn’t working properly (ice cream completely melted; foods not normally frozen rock-solid were softening; ice melting). I soon noticed the refrigerator wasn’t working properly either. I’m no Technician but I was 99% sure it was a faulty compressor. I placed a call to the Geek Squad (Extended Warranty) department to explain the issue. I was never told to call LG directly nor was I asked if I had called (given the unit was purchased less than 2-years ago). The CSR never even suggested a run a test while on the phone to see what error code registered. Unfortunately, I trusted them — my mistake, and trusted Geek Squad would be responsible for repairs in a timely fashion. In was told the soonest a Service Technician would be able to come to my home would be 2/14/24. I was told my issue would be “escalated,” and should a sooner appointment become available, I would be notified. I didn’t feel confident (sounded more like a “line” just to try to appease me). Needless to say, I never heard from them. I also reached out a few times. The Technician arrives on 2/14, whispers his name; barely looks at me — doesn’t say another word. He was rushing around as if he was getting paid per repair. When I asked him a question, he never looked at me (rude) and barely responded. Since I wasn’t getting any information from him, I was listening intently to his conversation — thought it was a Geek Squad Tech Supervisor but it was actually an LG Service Tech. He was inquiring how he could run a “diagnostic test” on the unit! How did he not know how to do it??? Is this who I waited one week to come service my unit?? I then hear him confirming what I knew ALL ALONG and discussed on my original service call with Zem Barber, that the compressor needs to be replaced. I then hear him say ANOTHER service date has to be scheduled to fix the problem! I lost it!! I asked him how he didn’t have the appropriate parts with him to correct the problem given the entire unit wasn’t working and this was why a call was placed. He said he was ONLY here to run a Diagnostic Test!! He wasn’t authorized nor able to change the compressor himself. WHAT??? So, I waited an entire week to have a Technician arrive; unscrew a few screws; look in the back panel; place a call to LG and then tell me — yea, it’s your compressor but I can’t fix it!!! He then gives me a piece of paper — actually threw on my table, says that’s my Manager you can call — after I expressed my total and utter disbelief at the entire scenario. He was in such a rush to leave, still not looking at me (was talking to the floor). I finally said “are you speaking to me or to someone else” because he was muttering. I didn’t care that he was in a rush, I needed and wanted information, next steps, process and expectations. His Manager finally calls me. I go over what transpired and my extreme frustration and disbelief on the entire service process (lack of). He initially seemed to want to help but after several back and forth calls, realized he was going to be of no help either! He set up an appointment with an authorized LG repair company and I asked for their contact information. After speaking with them, I realized they wanted to perform their own Diagnostics after repeatedly telling them one was already performed and confirmed by LG and the Geek Squad Tech. I called the Manager back and told him what I was told. He basically said “they” could not force the company to have the parts on their truck! Why would I accept this?? I told him I don’t want anyone coming to my home unless they were there to repair. I didn’t need a duplicate diagnostic test to confirm what was already confirmed! Seemed like a money grab, at my expense. I decided to call LG directly and got the ball rolling. Unfortunately, since so much time was lost, I’m waiting ANOTHER week to finally get repair completed! Needless to say it’s been a NIGHTMARE, which I have NEVER experienced. I should’ve trusted my gut and NOT purchased the Extended Warranty through Best Buy’s Geek Squad!!! Don’t waste your money!!! Buy an Extended Warranty directly with the manufacturer. Lesson learned!!

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 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.

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.

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.

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.

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.

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.

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.

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.

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

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.

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.

- 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.

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..

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.

"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!!!

I am surprised Best Buy still has a brick and mortar store. With this level of customer service, I would say you might as well buy your products on Amazon. The squad members were obnoxious and unmotivated. They couldn’t be less helpful or more condescending. I looked around and figured the clientele was mainly older individuals who knew little about computers besides using them as terminals. They told me that the protection I paid for was not for repairs, but for membership so they could help me with software issues. They tried to dazzle me and then challenge me about what I knew about viruses, ransomware and other problems that scare older folks. I paid for extra for repairs assuming they were trying to model themselves on AppleCare. They wouldn’t give me an estimate. After much arguing, they gave me an estimate that was about the cost of the entire product. There were a lot of “big words” thrown at me to “confuse” me and at one moment they tried to tell me that I wasn’t paying for labor but only for The parts and the transportation of the parts. I thought I was listening to a car mechanic. After I demonstrated that I knew what I was talking about, they backed down from pretending to explain things to me and to offer me a more expensive plan. I am still stuck having paid far too much for a bogus protection plan and repairs, but now I know never to shop here again. Best Buy will go out business once the older clientele that had some store loyalty stop shopping there. Poor service choices and unhappy customer service reps don’t make for an attractive, let alone competitive, business.