Customer Ratings & Reviews

Absolutely the worst customer service ever. What happened to the Best Buy that I remember? Not once but twice they were a no show for a new home theater remote and programming service. The window is 7 to 7. Last Wednesday was cancelled cuz they scheduled geek squad instead of the specialized home theater people. Never bothered to let me know it was cancelled. Today I called at 9 am to get a closer ETA. Never got one. Then at 6:45 pm today the home theater company called me to tell me Best Buy screwed up again (something about not getting them the remote ) and they had to cancel. And waited almost 12 hours to tell me. I am so done with Best Buy.

The good service that you provided in the past was pretty good, now my whole experience is different. You need to take a good note from other customers as myself, Geek Squad is not good as it was. The first tech guy was good, although he could not do anything because the harmony remote control is not longer supported by Logitech, I do understand that, the other services were poor. So disappointed that Geek Squad/ Best buy, is not providing the great service in the past. I was a big fan of Best buy for 25 years.

Terrible service. This is the second attempt for service. The first time you canceled the day of the appointment. This second one, you canceled inside of 24 hours. I rearrangement my schedule for these appointments and you wasted my days without any explanation. I received voice messages from your support center after the fact from a person with such a heavy accent I could not understand what was being said. I will never use Geek squad again, you cannot be relied upon. A one star rating is too high.

We purchased a blu-ray player from Best Buy and wanted Geek Squad to come to our home to program our Harmony Remote to blu-ray player under our Total Tech Support agreement. We were sent contractors that know nothing about how to program our remote ( same one came out twice ). We wanted one button Watch TV, Watch Movie, Listen to Music, and Play Games, which we had previously. When the contractors left we could not access movies without changing input and we lost our one button Listen to Music and Play Games. We have purchased two Harmony remotes in the past and Geek Squad has programmed flawlessly. I know that if we had purchased full system we would have Geek Squad out in a timely manner. But, because it is only a remote we are told we have to wait until after October, which is totally unacceptable. We want the service we are have and are paying for!!!

The tech came to program the universal remote and immediately said it was too hard. She referred it to a specialist and has since cancelled all appointments. I have no idea what to do. Extremely frustrating, particularly since the store person told me it would be easy for Geek Squad to program this remote to meet my needs.

The job was not completed as originally scheduled. I Was further harassed by subsequent techs re completion of job due to miscommunication between the scheduling dept and the techs because of how job was described/ inputted into system. It took several phone calls and rescheduling (was no longer comfortable letting them into my home)of three different techs (who were rude, challenging, harassing and had been talking to each other before calling me) before finally getting an experienced tech/supervisor who took the time to sort things out . He sincerely apologized for the improper conduct of the other staff and also completed the rest of the job including correcting some of what had been done at the first visit. Very thankful for this last supervisor-tech however the experience overall was extremely stressful and upsetting especially considering the job only involved programming a couple of remotes.

I spent over an hour on the phone to schedule the appointment. The initial voice selection of routing was long and still didn't provide the right choices so I was handed off to three operators before I got to one that could help me. Once the appointment was scheduled, I had to be transferred to someone else to pay for the service call, which took so long the agent that scheduled the appointment decided to call me back once someone picked up. It was a half hour before he called back. The service technician that came was not able to solve the issue so I had to call back and schedule another appointment and add an additional tech because my tuner was too heavy for him to pick up. I went through similar delays on the call to set up the next service call and ultimately got my call dropped after 45 minutes on the phone. I called back again and got the return service call scheduled. This took another half hour. I didn't receive an email confirmation of the service call, but the technician did show up eventually. If Best Buy is trying to run off customers and reduce service calls they have put together the perfect system.

The technician who arrived at our house to program our Harmony Remot came in a Penske rental van so I know he wasn't Geek Squad. After he attempted to program our remote, he told me to call him after he left if it didn't work. Upon trying to use the remote, it still doesn't work with our Dish Hopper box and when I tried to call, he never returned my call. It was absolutely worthless and a complete waste of money. We have used Geek Squad in the past and they have done an excellent job. Not sure who showed this time.

I have used geek squad 3-4 times previously and they were first class. Service was exceptional. This time was a horrible experience. Tech first told me my harmony hub was fried. Then he told me my internet was not working. At the same time he was surfing on my iPad at the same time having zero issues. He then told me my connections were not connected properly. I explained that geek squad had done the installation originally and everything worked just as it should. He then tried to sell me another smart remote and told me not to buy from Best Buy but to buy from him as he installed for several companies. The only thing wrong when he got here was the harmony hub would not turn off the television. When he was finished nothing worked. I asked him to put the cables back to the same input as they were . He responded that he did not move anything and my hub was bad. We were in the basement of my home - me , the tech whom had no badge and my son. My wife and daughter were upstairs in my daughters room. My wife heard something on the main floor and there was another man who just walked through my front door unannounced and was walking around. She asked whom he was, no response, she told him we were in the basement. He said he just wanted to use our bathroom. The tech said he needed to go to his van to get something. After about 15 minutes I asked my wife to look out and see what he was doing and he was gone. Later that night a friend came over. He rebooted my hub and what do you know it worked fine and still is. Not what I call great service or professionalism. Especially for a service that is pre-paid. I feel like his friend or whomever he was was scoping out our property knowing we were in the basement. All others experiences with Geek squad have been second to none. Now I’m not sure I would call again.

I purchased the new remote when the Geek told me they didn't look at or repair them. I was sent to TV dept where a very unknowledgable assoc. said my Harmony One was no good and could not be repaired and sold me a Harmony PRO and of course the Geek install all for ONLY $226.34. Well the PRO turned out to be problematic in use and in a moment of despair I picked up my Harmony One and it worked!!! Now I am out $226. I wrote a review/ complaint a few weeks ago but I have yet to hear back from Best Buy. I am a long time customer, but I am not a very happy one! Purchase date was 5/5/16 .

Well, I made a appointment. They told me they were going to be there within a certain time, but they never came said I called them and canceled it which I never did poor management if you ask me.

The programming of an earlier purchased Harmony universal remote (at BB) was added to my TV purchase and mounting, to be used a spare. The BB rep during a pre-installation visit, told me that I could use both the TV and the universal remotes. The installers stated that only one remote could be functional for the new TV at a time. The universal remote remained not programmed and the charge remained on my account. When I called the installer to initiate a credit for the charged programming that I did not receive, he said that he could not prepare a credit and recommended that I go to the BB store where I purchased the TV, more than 10 miles away each way to request the $80 refund because I would most likely get nowhere with any BB advisors by telephone. I took his suggestion and the store personnel promptly issued the necessary refund credit. I feel that the installers were proficient if programming the second remote, both both could not be functional concurrently.

If I could give zero stars I would. Had to stay home from work all morning until 1:00pm for an install. Nobody showed up. Nobody called. I was the one who had to call to find out what’s going on. So I’m upset already and 3 calls on lengthy hold and subsequent cutoffs had me irate. When I was finally connected to a geek squad rep around 4:00 they were nice but immediately transferred me to the company they subcontracted the service to. Their service rep sounded like she would rather do anything but her job and was so rude and unhelpful. Phone call back to geek squad rep who apologized and said they would have the subcontractor get back to me immediately. Never heard from them. Finally decided to try to install myself and with a little effort finally did and requested a refund. TWO WEEKS after this debacle, the contract installer sent an email to schedule the install. It’s basically the subcontractor that’s getting this bad rating but geek squad has guilt by association with this crappy company. Plus their phone system sucks. They should drop this company fast. I get sometimes things go bad and you can’t get to my service that day but CALL. I could go on and on. Ughhh

The 3rd party company who came was great. But it took 6 scheduled appointments to get them here. Confirmed, then "no-show." I do not fault the tech person who came, who was terrific, but rather, the system that the Geek Squad is using to process and book their out-sourced "Total Tech Support."

Al the agent knew was how to plug in his laptop and see programing and update. He knew nothing about how any of remote or my system worked with remote. He kept telling me i would have to schedule another appointment with soneone else became by his own admission he did not know how it worked. Was that 149 dollars worrh of value. I do not think so. I would recommend Geek Squad because this was the only bad experience. Install and all other experiences were great

Tech needed to return. I scheduled 2nd appointment for 8/28. Tech was a no show for home repair. Text said he was on his way. No phone call to cancel. Your online tech support is horrible. Geek Squad service has deteriorated. I see no value here. I have had your service for sometime, but will not renew my service with you. Price is up too. Geek need to retire or new management is needed.

Initial contact and meeting with Geek Squad was favorable. Then terrible with Best Buy thereafter. The impact on service level due to Covid impact would be understandable - but doesn't excuse the poor treatment. Follow-up service call took over month - and then was cancelled and rescheduled (w/ no input from the customer) another month later. On that date, BB somehow scheduled THREE calls on same day - and noone showed and no call/notice from BB. I tried repeatedly to cancel the transaction, but BB call center usually was at least 20-30 min wait time each time. When did talk with a BB Rep, was only told that 'internal' review would get back to me (and then didn't). When tried to cancel through credit card company, BB did not try to interact with me - and would see NEW charges recorded (with no understanding on my part). Seemed like BB was content to have revenue from a charged service, and then didn't really give attention to actually providing the service. Never got any of the service or equipment (handheld remote) ordered initially through Geek Squad; ended up using Abt instead. The process for resolution through BB was very frustrating and not oriented towards customer. Will never use BB again.

So I wanted 2 universal remotes programmed and 3 Apple TV / iTunes boxes plugged in to already existing TV's.. So instead of geek squad coming to do the job you guys sent some 3rd party contractors ( installs ) who had no software to program the remotes and therefore could not plug in the Apple TV devices.. I was charged 749$ for services I did not receive and was given a very hard time when I wanted a refund!! I don't know if we were even given the refund! I'm very unhappy with the service or should I say the services I didn't even receive.. I may think twice before using your services ever again.

I have been waiting since 4/15 for someone to tell me if they have the computer program to program & come & do it

We had a third party contractor come out. Had we known this I would have insisted on Geek Squad. The gentleman who showed up hung the tv and sound bar leaving visible wires. Told me I just going to have to live with some wires? Seriously. They placed mount partially over a plug. Harmony remote could not be set up because they could not get beyond set up. They took boxes away with model and registration numbers. So now I have to remove tv from wall to get that. It’s 82 inch. I had to figure out how to use tv on my own. Then he asked us to sign an rate his service completion form. ? In front of him when job not complete. Plus side is the guys were polite and respectful. My hdmi connection not working ? Could be the plug is bent from the tv mount? So having geek squad come back out to sync devices with harmony remote and look at connection. I do think this will be corrected but for money spent it went wrong.