Customer Ratings & Reviews

New TV & soundbar were installed initially. I also had DVD player that was connected. Everything worked great until there was a loud noise and the sound bar shut off. After that the TV remote would not turn on the sound bar. Instead it turned on the DVD player. I had to use the sound bar remote. After 20 or 30 minutes of watching TV DVD turned off automatically and then had no sound. Had to turn off the sound bar and use TV speaker. Your crew could not fix it. The told me to call the Geek squad again and ask for a repair person. I did that but was told until I paid $100 I could not have someone come and repair TV or sound bar. I used youtube to fix the issue myself and I am requesting a partial refund for my subscription.

Tech was very nice and spent quite a bit of time here. However, when he told me had to pay $127 for the service i was shocked because I thought it was covered with my total tech contract. Since I could not do what I wanted to do with the service I want my money returned. I have canceled my total tech service and will not be buying from Best Buy anymore it is sad because I have enjoyed it for the most part. The changes your company is making are definitely not for customers. You evidently don’t have any concerns except the bottom line. I feel your company is heading for bankruptcy if you don’t take care of your customers.

Was suppose to trouble shoot my Sonos system so it was working again. Technician did nothing with the Sonos system touched nothing. My One Speaker compatible with Sonos he showed me a button that needed to be pressed on my cell phone to have it on.

This place is extremely unreliable with everything from competent installation techs to communication with customers and lets not forget calling into the only number you can for help (since you absolutely can NOT dial a store directly. I had a guy that I LITERALLY could not understand 40 of 50 words he was saying. Why are we outsourcing to countries with such low standards? Do I live in the US or India? Not sure...I guess its my fault I can't decipher what someone with an EXTREMELY thick accent is saying to me. Do better. When my year is up with total tech I will be done and NEVER come to best buy again!

Agents did not resolve the sounds system operation.

I’m not sure if I had a great experience with this or not. I was basically told to upgrade my mesh from Orbi to Google. I didn’t think I got a full evaluation of all the tech in my home.

THE PERSON SENT TO ACTUALLY INSTALL THE NEW TV WAS GREAT, BUT GETTING IT TO THAT POINT WAS A NIGHTMARE...TOOK DAYS TO JUST GET SERVICE TIME SET UP. THEY SCHEDULED ONE, THEN CANCELLED, THEN SET UP A DIFFERENT ONE.

I'm not sure what has happened to geek squad & best buy they completely ms my appointment 3/31/2021, they mess up my order, and now for reschedule date they got hours wrong again, I requested 7a.m. to 1p.m. for up an coming appointment. They scheduled 12p.m. till 8p.m. I missed my whole day, there customer service stinks This company has gotten Covid-19 lazy, no excuses here. I'd give them a zero

I just spoke to Dominique at customer service number 888 237-8289 to cancel our geek squad order to come out and connect our Bose surround sound system. It was extremely easy to hook up and connect ourselves. Bose makes their products very easy to connect and hook up. Dominique had a "why are you bothering me attitude", I then spoke to (at my request) the supervisor, Agent Phillip, and he informed me that the computers were down, that he could take my information (at my request) but that I would have to call the "Refund Department" tomorrow to actually get my money refunded or I could make a trip into one of the Best Buy Stores to get my payment refunded. What ever happened to customer service? Why should the customer have to be inconvienienced because the Geek Squad (a red flag in itself) computers are down? SO, I will be calling again tomorrow, but you decide how good this customer service actually is today.

Agent gave me a scheduled date which I confirmed and wrote down. Waited all day and no one came. When I went back to the email to find a number to call and find out what happened, I noticed that he scheduled it for a week later than we had agreed to. That date would never have been acceptable as my calendar was already filled that day. Returned the items that were going to be looked at during the troubleshooting session. This is the first time that I have had a problem with the Geek Squad. They are usually very good.

We have been trying to get our speaker system hooked up since Thanksgiving first our order to install was mysteriously cancelled, setting us back another 3 weeks, we also purchased a speaker control switch to be able to switch speakers to indoor or out doors, the speakers we had in our kitchen and side patio no longer worked after technician came to install and now it is March and no one seems to be able to fix the problem! Getting really fed up with all the excuses, just want my sound system to be fixed!!!!!

The tech himself was great, very professional. The service itself has not been good at all. I was told to take my sound bar to geek squad, then when I got there, they told me that I needed an in home appointment. So after almost a week later they came to myself. I was told everything was working good enough. A week after that my sound bar crapped out, so I was told to bring it in the store so it can be sent out…. I couldn’t believe it. About a week after that I got an email saying they had to order parts. At this point I have been going through this process for Months! I don’t even want that sound bar anymore, id rather pick a different brand at this point. I can’t believe I paid 200 for Total Tech, very dissatisfied.

Technician came to my house to trouble shoot a problem with my distributed sound system. Had absolutely NO tools or diagnostic equipment with him (in fact there were two technicians). Did not seem to know much about electronic issues. Did not know how to trouble shoot to sort out the problem. Left after an hour with absolutely nothing accomplished. I subsequently had to sort everything out myself. It just took time and effort I would have preferred not to have to expend. BestBuy did refund the cost of the Geek Squad visit however.

Agent came out to reconnect the Bose but could not complete

We called as a Total Tech Member on a TV product we purchase in spring/summer 2023. We said it was not displaying properly, i.e. pixelating (if that's a word). They said they'd send someone out. They did, he was from Home Theatre. He said we asked for the wrong service. ??? We explaing the issue, we didn't select the service... He said someone from repair would come out. We haven't heard a thing. Will be calling again in hopes it gets serviced properly and timely.

over priced for service and the aggravation I went though to get the tech to try and understand what the problem I was having. The tech at the desk was not very technical oriented or she was having a really bad day. Either way train her better or send her home. There are to many other technicians that can fix computers to have to put up with this tech's attitude. I or incompetence. I do not recommend Geek squad to any of my friends after this experience. Please do not call with a follow up question or survey.

Had issue with sound system and television not working all the time.

When he walked in the door, I asked if he was here to install my new router/cable box that I bought from BB. He replied that he was a theater guy & didn’t know about computers. The only he could do is check the current speed, which he checked. Then he said he didn’t he time to instill the router because that would take 3-4 hrs. So basically he didn’t do anything to install. He suggested that I return the router to BB.

Currently my issue is unresolved. Television went out June 21st. Best Buy Geek squad was scheduled. Came out the 27th of June, parts were ordered. No update on replacement(s). July 17th I called television manufacturer was told more than likely television would need to be replaced and advised scheduling to have associate confirm faulty unit, but scheduling was over a month out. Currently July 27th, no update from Geek Squad, appointment scheduled with manufacturer for August. Poor experience with Best Buy Geek Squad. Lack of communication and updating user.

My TV Amazon prime movies stop after 10 minutes with a 5004 code. He walked in, said the settings were the same as the last rep and walked. out. No effort made to determine the cause or correct the problem. Other reps have been very good.