Geek Squad

I bought an expensive service plan for my projection TV. I need service and the Geek Squad unapologetically says they can't even come to my home to diagnois the problem for four days out and then said if they have to order parts if would take longer.

The letter that I received requesting I renew my service says: when you renew your coverage, you'll automatically get even more benefits than our Performance Plan and the tech genius and superior support of Geek Squad. Plus you can call on Geek Squad any time, day or night - it's like having a Geek always with you!" They go on to say that renewing the plan is a sure-fire way of keeping me happy. Well, I am not happy about their "superior support". It is inferior! Most companies will come to your aide within 24 hours - but not Geek Squad!

Brought insurance after a very good sales pitch instore at the carphone warehouse. After 3 months the phone was stolen.Contacted the police, barred the phone and contacted the insurance company all in the same afternoon. This was on the 03.07.10. I was told on the phone they needed to liase with police and phone company and I would recieve a replacement /further information within 48 hours - 5 days later...CLAIM DENIED... within the letter it claimed that they had contacted phone company and they had said that I had 'not' barred phone within stated time. I contacted phone company they were surprised as they had not had any contact from 'Geek Squad' but on their records had noted that a thrid party who wouldn't identfiy themselves had attempted to gain my account information. I asked them to write so that I could argue the findings of their investigation. Sent the them proof and a letter of complaint - received nothing - e-mailed them again near the end of the month - asking for management to deal with my claim as I was really unhappy at the lack of contact and action. Was told that it had been agreed (apprantly they said they sent a letter out on the 23.07.10 - never received) and I had to pay £20 for the privilege of getting the phone!Due to their error I asked them to consider the fact that I was on contract and been without a phone for a month and I asked that they consider paying for the months contract and waiver the £20 fee. Not heard a dickie bird - they have awful customer service and real flaws in the way the complete their claims. I would not recommed this company to anyone - customer service can make or break a company! This one is a non-starter!

After spending $3000 at Best Buy-the Geek Squad was to come to our home to assist and instruct us in setting up our 3 new TVs and stands. The day of the 1st scheduled appt. after spending hours waiting on the Geek Squad to show up-we called and they said our appt. was cancelled, but they couldn't tell us who cancelled the appt. We asked when they would be coming-the soonest they would reschedule us was a week later. The day of the 2nd scheduled appt. we called to see what time they would be coming. We were told our appt. had been cancelled. ARE YOU KIDDING ME? They said they could reschedule us for the following week. What a joke. We should have went to Shemans.

My problem with Geek Squad is that they cost me about $1500. Here's how:
To begin, I don't know much about computers, so I was flying blind and looking for honest help with my problem. My problem was that my 18 month old Gateway laptop needed a new power cord, and I had no idea what to do. I went to Geek Squad and they told me that yes, I did indeed need a new power cord (duh), and that the only one they had in stock would work just fine for me. It was $80 and included 10 adapters so I could use the cord for ANY (he specifically said ANY) laptop I ever owned (this was NOT true, it does NOT work for my new laptop, I tried them all just to see). I stupidly took him at his word and bought the giant rip off. 6 months or so down the road my laptop was overheating, crashing, and, burning the tops of my thighs through my jeans when I sat with it on my lap to use. I took it back and told the Geek Squad agent that I thought the battery was dead and the motherboard and/or hard drive was bad. He spent about 15 minutes looking at it and his final diagnosis? The battery needs to be replaced and the hard drive is probably bad. (Seriously? I just told you that..) He told me it would take about 300-500 dollars to send it out, have it fixed, and returned, and I should consider just buying a new one, and that this Best Buy has a lovely selection I can take a look at right now. (Seriously, he said this). I again, STUPIDLY, took him at his word and shopped around for a new laptop. The new laptop cost me about $1100, including repair packages and accessories (it took me a while to wise up to their BS). I went back to school a happy student. In the meantime, my dad gave my old laptop to a computer friend of his. The friend discovered that the power cord GEEK SQUAD sold me was 30 Watts too powerful for my laptop! And that this was the cause of my troubles. He said yes, the battery was dead because the power cord had burned it out, and the hard drive should be OK now. He gave me the correct power cord and it was fine for a while, but did eventually die, and is currently sitting in my house, waiting to go back to my dad's friend. So to sum it up, I figure Geek Squad owes me:
$80 for the incorrect power cord
whatever it will cost to buy a new battery
the $1100+ for the new laptop I had to buy and I would not have had to buy it in the first place if they hadn't destroyed my first one
the cost my dad paid his friend for his help and the new power cord
This, on a very low-ball scale, probably reaches over $1500.
I will never again use Geek Squad, and I encourage my friends, family, and anyone who reads this to do the same.

Scammers — rip off — customer non-service

Took my 2005 HP dv9000 into Geek Squad because it's slow in powering up and was making a funny, clicking noise. They charged me approx. $80 just to receive it from me. They called over a week later — said they needed my power cord (don't they have power cords there?). I brought in the power cord. Another 10 days went by before they called to say my computer was infected with over 800 viruses! When I drove out to the store, the Geek Squad manager explained that they diagnostic equipment showed over 800 viruses, but that meant there were more than ten times that number on my machine (10 x 800 = eight thousand — c'mon! Get real!) So, I asked for a print out of their findings. Which they don't have or don't do — either way, they couldn't provide one. They flipped in a DVD they had (not available for sale) which somehow bypassed the 'blue screen' and got into my hard drive storage — I asked if we could just download my info onto a thumb drive (always carry one with me) — they said no: to 'fix' my computer would cost me over $500 PLUS another $350 to 'save' my info! Instead, I bought a new anti-virus program, took my computer home and installed the new program. According to the anti-virus diagnostics, my computer is clean and has NO viruses. Still takes a long time to boot up; still occasionally get that weird clicking noise. I think I spent $80 and almost 3 weeks for nothing.

Best Buy - Geek Squad had my computer for over 6 weeks! I brought my computer to Best Buy because it was running a little slower than usual. For over 6 weeks Best Buy representatives were telling me different stories regarding the problem with my computer including, virus, just needing to be defragmented, IEEE Controller, etc. THEN ALL OF A SUDDEN IT WAS THE MOTHER BOARD! They cant fix it! BEST BUY SCREWED UP MY COMPUTER BEYOND THEIR REPAIR!

Called to speak with local managers several times. Messages were left - no return calls. I then called the corporate reps. The unprofessional attitudes received from, finally, both local and corporate reps was unbelievable. They didnt exhibit one ounce of professionalism. Best Buy provided the most deplorable customer service I have ever received from any company in my life. Stated simply, they were rude and made it clear that they could give a rats # if they ever received my business again. Best Buy reprs ignored, mislead, and withheld information from me regarding the status of my computer repair job.

They finally returned my computer to me and guess what! THE COMPUTERS SECONDARY HARD DRIVE IS GONE!

I dripped some coffee on my 10 month old laptop (HP Pavillion) and then my 5 & 6 keys would not work. Soo, I took it to geek squad to have it fixed. I told them I only wanted the keys cleaned (confident that would work). After I got it back, they had switched my hard drive out with a smaller memory and the "new" hard drive was fried. I had to take it to a local computer repair shop and 100.00 later, my computer worked, for about a couple of weeks. My "new" hard drive finally crashed and now it is costing another 225.00 for new hard drive and new windows software. Since when does cleaning a keyboard have ANYTHING to do with taking the hard drive out! I swear some one better start an investigation into these people because if I have to do, I will set out to create a class action law suit and demand they close their businesses! FOR GOOD!

My name is Catherine Herbert and I don't know much about computers. At some point in the last month I believe my computer became infected with a virus. It was making my internet run very slow and I was unable to email my grandson away in Iraq. This being my only way to communicate with him I became very distressed. I wasn't confident enough to be able to attempt to fix it myself. Besides I hear hammers and computers don't go well together. :)

I got in touch with the local geek squad and dropped my machine off. For $199.99 and three days of work they said they would have it up and running better than ever! This didn’t go down like the nice gentleman wearing black trousers had promised. 7 Business days later, I still had a broken computer and a quote for $449 to remove viruses, fix the hard drive and install antivirus software. Not happy with this price, and already out $200, I started calling a few acquaintances.
One suggestion I received was to call Secure Remote Support. I called their toll free number to inquire about the cost and was told that they could remove my virus for $79.99 and could do it either by remotely connecting or if I preferred I could send the computer in to them. For time saving purposes, I chose to have them remotely connect and was assured if they could not fix the problem there would be no charge for their time. I liked the sound of that so I took them up on it. After about and hour the computer was repaired and I was ready to email again! No need to replace the hard drive. They did also sell me this antivirus software for another $59.99. It also came with a guarantee as well. They definitely did a great job, and Ill be thinking twice before going anywhere else.

Geek squad took my alienware laptop in to do a diagnostic on it they then called said they could not even work on my computer and said it was a motherboard problem I took it elsewhere and it was not a motherboard problem at all it was a corrupted harddrive. My problem with geek squad is why did you charge me 79.00 if you by law cant fix my computer or even diagnose it correctly wouldnt the time to tell me you could not even fix it be before the diagnostic. I find this a very sloppy run business and will encourage anyone who ask me to not go to your company why would any body come to your company if you can not let them know ahead of time that they are just giving you 79.00 for nothing you misdiagnose and still cant by law work on it tell the consumer first this is so shady.

I purchased a Toshiba laptop from Best Buy in May of 2009. The tracker pad went bad and Toshiba told me to take it in for replacement. The Toshiba rep gave me two options: get it to a Toshiba service center or take it in to Best Buy's Geek Squad. I'm writing this review because I made the wrong choice. The store failed to tell me their shuttle service only delivers to the service center on certain days. There was an initial delay of 4 days between the store's acceptance of the defective unit and its delivery to the service center. The current excuse for the delay in repair (already four days from being one month and the unit has not even been checked out) is that there was a scheduled system maintenance at their facility, which created a downtime of one-and-one-half weeks. The representative I spoke to this morning tells me the techs may look at my laptop this week and then they will undoubtedly have a parts delay. If I'm lucky I'll have it back in a couple of weeks. Next time, I'll drive the unit to Toshiba's service center and forego dealing with the GS!

My dad called Geek squad regarding a defective ice maker We were not happy with a particular technician who did not want to replace the part.We contacted customer service regarding this person. They told him they would send someone else out to replace it. But the next day the same Man came back with another excuse to not replace the part. It is 10 hours later and the ice maker has made one small tray of ice. So we still have a defective Ice maker. We've had this problem now for over a month.What can we do?

When my girlfriend decided to break up with me I didn’t expect for my PC to take the brunt of that relationships demise. I found it partially embedded in the front yard along with my clothes, “my now in more pieces” record collection, “special” pictures of us, my 2 month old laptop, and MY DOG! I loaded up my belongings and found new accommodations. When I finally settled in after a few weeks I decided to fire up the computer and see what damage had been caused. It unfortunately would not load into Windows. It started and got to the welcome screen but would then freeze and got stuck and then restart after awhile. I took it Geek Squad and had them diagnose the problem. In a few days I got a call stating that I needed a new hard drive, to have the Windows operating system reinstalled (+all my programs) and if I wanted any of my old photos, files and music, I would need also to purchase a data recovery service. He then told me what it would cost $650 total to be solvent again. Being a little skeptical at this point, especially because I had just bought the computer for $850 less than two months ago I did a little research on Geek Squad .After finding numerous reviews, with pretty much the same ending, I concluded that it was too expensive to have inexperienced, and overpriced high school students fix my ‘new’ computer. I picked up my machine and went in search of an alternative.
My new roommate then told me about a company called Secure Remote Support. They had been used to help out in his office when a bunch of computers had got virus’ and infections. I looked them up on his computer and called them. I told them the problems and they said before committing to purchase their overpriced services to take advantage of their free diagnosis. I decided that sounded logical so I proceeded with the diagnosis. In 25 minutes I was told that the hard drive didn’t need replacing; the computer just needed to be cleaned and configured properly. And the Windows Operating System would not need to be reinstalled! He did recommend allowing them to perform a Spyware/Malware Sweep as well as an optimization service to speed it up to its full potential. I agreed to have them do it and within 45 minutes it was back in my hands and I was back on the internet. For the entire service it only cost me $104.99 and I even got a “No Fix No Pay” guarantee with it. It’s definitely getting far more for far less than the Geek Squad.

My husband called the Geek Squad to come out and look at my computer because it was running a little slower than usual and was about time for a clean up.

When we called them we set up an appointment for the 1pm the next day.

At nearly 1:30 we called to find out what the holdup was, and they apologized saying our Geek was on the way.

At 2:15 (or there about) we finally get a knock on the door by the Geek who was names James.

He came in, and got to work.

I was shocked when he answered his cell phone FOUR times throughout the appointment.

That wasnt the only thing that upset me, however.

It took him almost FIVE hours to fix my computer.

I understand if I had some raging virus or something of that sort, but I didnt!

Anyways, he was polite and friendly aside from the phone answering and he did his job decently.

However, upon telling my friend about my experience she told me about a company her husband uses -- Secure Remote Support.

When my son had a problem with his computer we called these guys and they were genuinely professional and were afforable.

From here on out I know where my future business is going - and where my problems will be solved fast.

Last week my computer stopped working as it should so I took it to Best Buy. The Geek Squad representative that i delivered it to told me they would notify me when the diagnosed the problem. Almost a week passed when I called to "check up" on their progress when I was told they hadn't found the source of the issue yet. A bit frustrated I asked what they'd been doing with my computer this whole time. He replied it was waiting on a shelf for the next available technician. Upon hearing this I decided to do some research on their service. Much to my dismay I found endless amounts of complaints. And tons of recommendations as alternatives such as secure remote support. I picked up my computer after another week. So total it took them two weeks to accomplish what seems could have been handled within a few hours.

I am not what you consider a "computer savy" person. I can turn it on, send and receive email, and purchase to school books. About a month ago I received a call from my bank asking about some questionable purchases. I stated, "No those were not infact NOT my purchases" and was promptly sent a new card. Concerned I traced back my spending and suspected an online purchase was the source. My roommate then suggested that my pc might be infected. UGH!
With limited experience I was weary of some of the advertised computer repair services. So I called the biggest name I could find, the Geek Squad and made my appointment. The technician came to my home a couple of days later and proceeded to work on the infection. $250 dollars later, the technician finished his service thanked me for my business and left. 2 days later I get another call from my bank asking about another $900 charge for on my new card. Again I said, "No". By this time I frustrated and concerned about my rent check bouncing. I called GS to alert them to the recurring issue that their technician failed to correct. Upon calling I was rudely told I must have done something to reinfect my machine. I am 100% that it is still the same intrusion as I only use this for school. The representative was also unwilling to even consider that they didn't fix it properly and I was promptly told they could not help me any further. So I was left with a computer that is sharing my personal financial information with the world.
I started searching the web for an alternative when I found, Secure Remote Support, which offered to fix my issues for less than half the cost of the Geek Squad. Wow! I wish I would have known that before I just gave away $250. And being a college student and being on a budget, I opted for the $79.99 virus removal service. After remotely connecting to my netbook (I didn't even know that was possible), Joe hopped in the driver seat and in 2 hours my computer was operating flawlessly again. The malicious program was indentified and removed and I was given the "No Fix No Pay" Guarantee. A couple of weeks have passed and I am happy to say that I have had no more strange charges to my card and the issue my PC had are no longer mine. :) Thank you secureremotesupport.com.

When I got to work yesterday morning and fired up the Laptop, I got the dreaded blue screen. Not good. I then tried about 10 more times to shut down and restart. Still no luck.

I could have been patient and UPS's the laptop up to our IT people in the bay area. But I have ALL of my work on there and can't afford to be without a computer for a week or so.

So, I decided to go to Geek Squad near my house in Temecula. I have bought many items @ Best Buy over the years and have always received great service so I figured they would treat me right.

Oh, was I ever so wrong to make that assumption!

I had a bad feeling in my gut right when I walked up to the counter when Mr. "No eye contact", head down with no personality quickly told me $70 to diagnose it. To his credit he did on machine, wrote down error code, went to the back room and Googled it, and came back out and said it was most likely NOT a hard drive crash. WHEW! OK, I am thinking, this guy is probably legit. They then said they would run diagnostic and contact me on my cell in a little bit.

At the end of the day, and about 4 calls later (they never called me of course), I finally was told that they had run the diagnostic. The diagnosis? The Geek told me I had over 500 viruses and malware infecting my poor Dell. Hmmmmm? I immediately was suspicious. The laptop was running full speed until that morning. Furthermore, I am somewhat computer savvy - I have a top notch antivirus/spyware/firewall program installed that is monitored by an excellent IT company we contract with. So when I immediately questioned they guy, he stutters a little and says "well, some of the, were cookies and stuff like that". No no no, can't be, I have my settings set to auto remove all of that stuff upon log out each day.

So, I get home and figure, what the heak, let's start it and see what happens! And, low and behold, the damn thing boots right up. Did Geek Squad know that is was fixed, or maybe saw the error on the registry or wherever and repaired and then decided to soak me for another $230?

As I thought about more, I came to the logical and obvious conclusion, OF COURSE THEY KNEW. They would have to have restarted to the laptop after the diagnostic and they would have seen it was running fine, don't ya think? And if not, they are DORKS and NOT Geeks.

I am by far no computer Wiz, or in this case, a Geek. But I know enough to smell a rat here. It is just a shame they are trying to unethically make a few extra bucks under the Best Buy umbrella.

I am going to now really think long and hard before I ever go back to drop down my hard earned money at a Best Buy Store ever again.

Beware of Westwood Best Buy/Geek Squad in Los Angeles. They have several incredibly stupid employees and have absolutley no regard for customers data privacy. There are two women at this location... One of which can barely speak english and has absolutley NO IDEA how to even turn a computer on. Additionaly, there is another woman there who is just plain stupid and i have witnessed this girl attempt to leave the store with a customers hard drive. BEWARE OF POTENTIAL IDENTITY THEFT AT THE HANDS OF STUPID GEEK SQUAD AGENTS! I managed to obtain this persons name... it is Anabel Rodriguez. IF you must take your computer here... speak with glen enclan and request that he PERSONALY work on your computer. This person is the supervisor and he, unlike anabel rodriguez and the others, actually knows what he is doing.

Avoid the two women at this geek squad by all means possible. They are both incredibly stupid and are the type of employees that give best buy and geek squad a horrible image.

The week after Xmas, 2009. I took my Gateway Desk Top in to have a virus removed. Best Buy quoted me $200.00 and then called 3 days later to tell me it was going to be another$100. for back up...
Not a nice way to do business... Then on Sunday January 30th I attempted to copy a CD. My CD drive would not function. I then tried my DVD Drive and it didn't function either. Both Optical Drives are not functional.
The CPU doesn't even see them. When I called today, they told., Sorry there is a 30 day guarantee. I am technically past 30 days.
Instead of taking my word and seeing the actual data in the machine they told me too bad.
You can bring it in and we will look at it... So they want to charge me for something they broke. These are rank amateurs and not at all professional.
I purchase two LCD TV's, Two Computers, One Internet Radio. Two GPS Devices and Misc other stuff from Best Buy in 2009.
I will never spend anoter penny in that store.
Mike

They forgot to return my power cord. They were unhelpful, etc., about getting me a replacement quickly. I'm leaving out some details, but later, after I called to see when I would get the cord after hearing nothing, I was finally told they would give me a universal one if I cam in. When I came in and told the manager I was going to write a bad review online, he said twice : If you are going to threaten me then I'm not giving you a cord now, you'll have to wait till it gets back from the warehouse. Wow, very, very nasty, rude, and unapologetic. I had even worse problems recently with the Best Buy appliance department.

I purchased a Dell laptop from Best Buy, and about 3 months later noticed the hard drive would start clicking after about 1 or 2 hours of use then the computer becomes unresponsive and shuts down. I take it to Geek Squad as the warranty card instructs me to and tell them about the problem. The first person I dealt with was nice enough, he agreed with me that it would probably be a bad hard drive and would be replaced under warranty. Good enough. When I returned to pick it up, I'm speaking with a different person who told me they ran diagnostic checks on the laptop and found nothing wrong. I told him that the issue happens everytime I use the laptop where I use it for longer than an hour or two and it is definitely a problem. He continued to stand behind the fact that their diagnostics showed no problems. I asked him to take it back and look at it again. I explained the problem as detailed as I could.

Several days later I go to pick it up and get the exact same story. Diagnostics show no problems. So I take it on home, knowing this problem is not just my imagination. I get home, start up the laptop and get messages stating the laptop was not shut down properly and needed to run several lengthy checks before stating up. So not only did Geek Squad not fix the problem, they further screwed it up. I finally get the thing working and sure enough about 3 hours later the hard drive clicking returned, and the laptop shut down on me. Thanks Geek Squad for absolutely nothing except wasted gas for 3 trips to your counter, and ###s in black ties telling me I don't know what I'm talking about.

Currently I'm trying to get the issue resolved through Dell, anybody want to guess what the first thing they ask? Please run diagnostic checks on it.