Customer Ratings & Reviews

In less than 3 weeks, the hard drive could not locate its DVD drive, Geek Squad although available and very very nice, could not explain why it happened out of the blue and then after one hour on the phone there was no CAUSE determined. Unit was turned on and off multiple times and then OUT OF THE BLUE there it was (DVD Drive)...Now I deal with the on/off button sometimes being stuck in or out.??? In addition when the unit is turned on in the am or after periods of being off, there is a guttural sound when the hard drive begins to boot up....All of this has been discussed... I am $700 in debt for a system that appears to be of lesser quality than expected of HP (which I have owned for years before Vista, W7, now this W8.....

Every time I have gone in the techs have been very helpful, friendly and knowledgeable. There are still a few things about Windows 8 as used by emails and SKYPE that they don't know about. On the phone, the hold period is a little long at times, but not HORRIBLE.

I have always had my issue resolved in the end and the coverage has saved my laptop more then a few times. The only negative is the expertise of the agent fluctuates greatly, as does the friendliness of the staff. Even so I always get it when I get a computer.

Once I finally reached a representative, after being on hold for an hour, the representative was extremely knowledgeable and helpful. He informed during our convo that the issue I was experiencing was not my laptop, it was in fact, the website. Once he was able to take control of my laptop, it was very neat to see him "driving" my computer as we were speaking. He even offered a "clean up" to aid in performance. Very excellent job!

The Geek Squad installed my screen protective screen and showed me how to use the Ipad setting up many features as we went. The personnel are very knowledgeable and personable. They do not rush me and always seem to have the answer to my question.

Tech support was recommended to me when I took my PC to Staples with computer issues. The work I had to have done, if paid as separate items would have cost me more and only one shot. Buying the Tech 24/7 support gives me 2 years for all my computers!!

I was having some trouble installing some programs on my laptop. I kept getting an error message. I took it in and they not only installed them for me, but showed me what they did just in case it happened again. And offered a few suggestions to better the laptop. I really appreciated.

It is a very good product, but we were never called when our computer was ready for pick up. I called and was told they forgot to call me. Two days later I received a call saying it was ready to pick up, but we had picked it up 2 days earlier.

I purchased a 64" television, a receiver and a Logitech remote aka Home Theater system from Best Buy Jan 7, 2012. I also purchased the Geek Squad Home Theater Protection Plan for 4 years because my husband and I know nothing about electronics. Best Buy came to our home and set-up our system. Today I turned on the television and after about 3 minutes the sound went off and was replace by a very loud constant noise. I called the Geek Squad and Adam directed my call to Tiasha. She wanted to know what was wrong and I explained I had no idea. She said that she would schedule someone to come out and diagnose the problem but it would cost $99.99 and I must pay upfront. When I explained that I have a "Protection Plan" - she said it only covered replacement of the television. I said "OK", she made the appointment for Thur, May 23rd and transferred me to Tom to pay - which I did, got my service number and transaction number and hung up. I then found my papers and read the "Protection Plan" pamphlet. It clearly stated I had "Home Theater" protection. I called back and got Hugh. He put me on hold to locate the correct department. After 12:08 minutes I was disconnected. I called back and got Margie. I explained the situation and she agreed that my plan did in fact cover the television, the receiver, and the remote. She further said I was charged the $99.99 in error. She would transfer me to the person that could correct the error. I was sent to Lanette. Lanette told me that there really is a charge for diagnostics, but if I schedule an "uninstall" (which is necessary since Best Buy did the install), I could bring the equipment in to Best Buy for repair and then schedule a "re-install" and there would be no charge. This seemed to be inefficient as we still do not know what to uninstall!! But, being on a fixed income I can not afford $99.99 in addition to the equipment price and Geek Squad protection - so I agreed. (This also promised to leave me without a television for sometime as we live about 1 hour from the nearest Best Buy). I was transferred to Brett to get the refund. The diagnostic was canceled and the "uninstall" was scheduled for Thursday May 23rd. After hanging up I decided to read the pamphlet again. In very small print at the bottom it clearly states "You may be charged a diagnosis fee to determine the cause of the product failure. If it is determined that the cause of the product failure is covered under either the manufacturer's warranty or the plan's terms and conditions, the diagnosis fee will be refunded to you." Since I was concerned about an "uninstall" of an unknown item - I called back with the new information. I got Linda. I explained the situation and was told that she is in Account Maintenance and can't help me so she sent me to Home Theater Repair. Home Theater Repair said they were not the right department and sent me to Home Theater Install. Here Tara told me I was correct, I did not need an "uninstall" - I needed a diagnostic - which was rescheduled, but the Thursday May 23rd slot was now gone so they could not come out until Sunday May 26th. She did not know anything about a refund, but I did need to pay the $99.99 upfront to get them to come out and if it could be refunded, they would tell me when they come out. I said FINE!! She sent me to Michael to pay. After giving Michael my credit card information, I asked l if I didn't need a confirmation number - he said "no". Hmmmm - had one the first time, but OK. I have spent over two (2) hours on the telephone with people that have no idea what my plan benefits are or what to do!! I have no idea if I will get service or how long I can plan to be without my TV. I suggest you remove "Whenever you need us, we'll be there" out of your printed material....because it just ain't so!!!!

I'm very happy with our purchase of Tech Support... they help with our new pc purchase and other devises in the house. Very please knowing I won't need to purchase a brand new computer, just upgrade the one I have for a fraction of the cost.

I have not used the tech support service yet and I am already very unhappy with this service. At no point during the online purchase process does it indicate that you will have to wait for an access code to be mailed to you. This is Best Buy/Geek Squad - this type of move is to be expected from a local company, but Best Buy? Why can't they offer instant access to the support? On top of that, I spent 40 min on hold waiting to address my problem with an agent, only to be sent to a mobile voicemail. Upon calling back, I spent 65 minutes talking with representatives and being placed on hold. In the end, I was told that I was not able to cancel my order because it had been sent for processing. What a joke. Complete waste of time. If you have an urgent need for technical service, this is not the route to go.

Nothing bad has happened to any of my things but I think Just having the security of it is amazing and relieving. Especially living with 2 slobby college roommates. I can sleep peacefully knowing if they mess it up Best buys got my back.

My Geek Squad team is dogged in pursuit of solving any issue you bring to them. They are friendly and calming when you are standing there concerned about your problem. They work well together to share helpful suggestions. I bet the team in your hometown is like mine.

Took some time to get it back --- they did keep in touch with me through the whole process via landline phone ...picked up unit with an established appointment never talked to tech ...disappointed not running perfectly just okay !!!

They take the time to personally resolve issues. This is wonderful. The wait can be extensive, because the guy in front of you may have a problem that takes a long time to resolve. Overall I think it's well worth it, but they could follow Apple's model for triage and directing customers to the right level of geek.

The Geek Squad at my Best Buy location are very knowledgeable and helpful. But, over the phone, it can be hit or miss as to the level of expertise. However, it is nice to know that there is help available 24/7 if I really get stuck.

I have used geek squad when needed, I'm glad I don't need them often. i have never had any problems that they couldn't fix or replace with something new. I appreciate that they will explain the problem so that I can understand it.

I broke my laptop touch pad within 2 months of buying it. Took it into Geek Squad where they explained the process of what would happen. It took them about 2 weeks to fix it and get it back to me, but it worked perfect after that

The was easily the worst experience I have had with a service person (actually 5 so far) for any electronics or home appliance ever. Worse even than getting a phone in Italy or a car repaired in France They had my computer for 17 days the first time for overheating and slow boot-up. I suspected overheating because I got blue-screen-of-death when the machine was on several hours, but when I put it on an A/C register it never crashed. Moving it to different spots in the room caused the crashes again. Aiming a fan at it stopped the crashes. I told the first agent this. They kept the computer 17 days, loaded a bunch of weather widgets and the like as well as a different protection software suite. They didn't do a burn-in or stress test, even though they had the machine for over 2 weeks. When I brought the machine home it started a file check, which took over 9 hours. I moved a fan to blow on it in case the problem wasn't really fixed. When I was able to boot it up, I turned off the new widgets (I had asked that they make the boot as fast as possible, putting 6 new widgets on screen was not what I had in mind....). The machine crashed the second time I used it after less than 30 minutes without a fan aimed at it. Significantly less than before. The temperature monitoring software reported no difference in temp for any of the processors. I took the machine back in. A different tech (agent?) took down the issues, and promised quick resolution. I was at the store the next day buying a replacement cordless phone and stopped by the desk, where I was told it would be done by close of business the following day as all the work was done and they just wanted another agent to check it out.. I went on a short business trip, and my wife called and left messages. On the 4th day of her calling (3 days after it was promised) they sent me an email that said they needed me to call. My wife called and was told they wanted to restore the OS. She didn't know, and the tech didn't say, that they meant wiping all data off the machine. Luckily, they didn't do it as they were backed up and I could stop them. I picked up the machine the following day, brought it home, where once again it was set up to do a full file check of the 1.5 GB disk. So, the machine is in worse shape that when I started, they not only won't refund the service, but won't even refund years and 2 and 3 which were bundled into a $400 service guarantee! I am frustrated beyond being able to have a rational discussion and will wait a couple days and then make an appointment to see the store manager when I am calmer. I expect to get a refund for the service and call it even. If I do I will update the review. If I don't update this you can assume I still have a broken computer and a $400 charge on my credit card. I am open to someone from Best Buy contacting me if anyone reads the poor reviews.

The techs are Always Friendly, helpful, knowledgeable. I am pretty comfortable with technology, but knowing that no matter what problem I have, they will solve it and explain what they are doing, makes me feel that someone "has my back" if things so wrong. They have also taught me alot about problem solving.