Geek Squad

So, while Bestbuys has delivered the monitor from our order, we also paid for installation and I’ve had a hell of time this week getting them to come in and install it.
On Monday I set up for bestbuys/​Geeksquad to come in on Wednesday morning to install our monitor.
Wednesday morning came and went and no one showed up. 2 hours on the phone and I found out they cancelled on us because we were too far out of the way for work on Wednesday and they never bothered to call us and reschedule.
The best they could do was reschedule for Feb 2^nd some time between 8am and noon, which put their service in conflict needs. They were not willing to make us first for the day. As such I arranged for another service to come in this weekend and do the installation.
I have now spent 2 hours on the phone trying to contact Best Buys/​Geek Squad to cancel the installation part of this order and have been unable to get this done. Their automated service has simply hung up on me after about 5 – 10 minutes each time and I’ve also tried contacting them via other numbers to the same effect (IE I’ve talked to other departments who in turn have forwarded me to same service that hangs up on me after putting me in on hold for 5 – 10 minutes at a time).
I would not use Geek Squad again

I never thought I’d be giving them a more or less positive rating.
I’ve actually had mixed experiences. One time, they kept my mac for nearly a month only to tell me they couldn’t find anything wrong. The problem persisted for a year or more and I had two different computer people look at it and be unable to help. Finally, I took it back to Geek Squad and insisted that they send it in to their central repair shop. The shop actually found the problem. Then they tried to charge me extra for having sent it in, but after I disputed it they dropped that. So, at least I can say that they found the problem that others couldn’t. (The problem was having a couple of anti-​virus apps, which caused them to conflict with each other, plus another security app that in general causes problems.)

HOW DO THESE PEOPLE STAY IN BUSINESS!!!
I take my laptop into the store to get the hinge fixed. There’s nothing wrong with the computer except a screw i snapped-​off in the back. They tell me they need to send it out and charge me $ 35 to ship it to their repair store, but that will go toward the estimated price of $ 123…OK.
About a week later I get a robo-​call saying that I need to contact them. When I do they give me an estimate of $ 298 for the repair. I ask them what’s wrong with the machine that the estimate is now more than 2X what I was originally quoted. They can’t tell me. They have no information at all regarding what’s wrong, just a new price. Am I suppose to blindly accept your new price with absolutely no information at all?
…DECLINE
Found a place on-​line, right down the street and the guy fixed it in a day for $ 50.

worst computer services ever — any child today is more talented

These people had me so mad I considered driving my car through the front doors! Dont worry I sat in the parking lot for 30 minutes to cool down before I got behind the wheel… I have always purchased my computers, lap tops ect at best buy. I even have a best buy credit card. I bought my newest laptop and purchased the service agreement along with it, the largest one they had since I work from home and use my lap top every day for work. Everything was fine until windows did an update and the sound in my lap top went out. My first step was to contact geek squad online as I had done many times before for minor issues. They were always helpful and got the job done. This time I explained to the tech what had happened with the sound and he informed me that my protection plan had expired and I would have to pay a one time fee of $ 69.99 to resolve the issue and that the issue could be resolved online. I agreed and paid for the service. Then I was transferred to the tech that was actually going to do the work and after 20 minutes of him working on my lap top remotely he said that he did everything he can and there is no way for him to fix it. That I would have to go to the store. The tech told me that this was not a software issue but a hardware issue. He then told me that he was going to put all the notes in my file so that when i go to the store the tech there could pull up the information and take it from there. I said ok and went to the store. There was no line and I walked up to the counter. I explained to the tech what the issue was, what he online geek squad said and that everything should be in my file for them to review. So at this point the tech looks at the other tech behind the counter and they both look at me like i had two heads… they then proceed to tell me that geek squad online is not that same as the in store and that they do not have access to anything they have done or not done online. Even the money I paid geek squad online could not be credited or recovered at the store level. By this time the tech could tell that i was pretty upset and he was very nice to me and gave me my options. After all I cant blame him for what someone else told me… so I re-​upped on my protection plan at the cost of almost $ 400 bucks! I left my lap top there and they said they would get to it as fast as possible. 5 days later i get a call saying that they will need to send my computer out to get fixed but I cant authorize it over the phone i need to go there. So i went there and they told me that i need to pay to ship my lap top out to their repair place and that the protection plan I paid for does not cover hard ware it only covers software. Now if you remember I specifically said to the tech online geek squad said it was not software related it was a hardware issue! So now i am standing there feeling like fire might come flying out the top of my head because I was sold a protection plan that does not cover the issue i had and they knew dam well it would not cover the issue. BAIT and SWITCH! Bottom line is to get the refund from geek squad on line took over a month and 5 phone calls and to get the refund on the $ 400 protection plan I was sold only took days… I will never ever use geek squad online or in store. And trust me I have many more lap tops, tvs and printers yet to buy in my life time and they wont be getting my business.

Two Geeks came and hooked up our new TV and a surround sound bar. Both young men were lovely. Told me to call them directly if there were any problems. Four days later no sound on TV, TV kept defaulting to blu tooth. All kinds of issues. I called the lead tech and still have never heard from him. So after a week of no TV, I have a new company coming.
The lead kind of knew what he was doing. The other guy said it was his first day and he was getting on the job training.
I’d never use them ever again.

Ok, so I didn’t use the repair service or the store. This review is strictly for the Brian, who is actually located on the East Coast. He was sooooo helpful! He even told me that my TV was designed for me to be able to trouble shoot it myself and told me where to order the part. I ended up ordering the part online from Amazon, because it had good reviews and was way cheaper than the best buy store. I figure if it doesn’t work, I’ll shell out the $ 100 for the best buy one, and yes I’ll have spent more money. But if it works I’ll have repaired my TV for $ 35! After a frustrating morning of having a Samsung rep say they’ll call back and then disappear and talking to a man on the phone in Oakland who seemed annoyed that I had even called his repair shop, Brian at Geek Squad really saved the day for me! THANK YOU BRIAN!

I guess I just missed checking Unilocal on this one. Its not the worst time I was taken for money out of missing all the signs and cues. But it is the most recent, and I thought I was street smart… ouch and ½. The setting was a bit suspect, like a scene out of the TV Series «Prison Break.» I believe for a second I was caught in a three way stare down similar to «The Good, The Bad and The Ugly.» The difference is I was paying a lot and they were collecting too much. The boss was not friendly so I did stare at him for 3 seconds like…“really dude.” He didn’t like my attitude so he randomly increased the fee… High School relived, except that never happened to me in high school, only at Best Buy on my car audio installation. The staff workers were actually okay. But the install had some problems like 2 back speakers were not powered by the amp and had to be re-​installed at a professional stereo shop for another $ 100. The other two speakers were too bright, and so the amp was not set up correctly. By the way, the install was as much as all the components, and it was not even installed correctly. Maybe Obama can add Obamacare to correct the insane after market car audio situation– covered California for car audio installation? I guess I am one of the few that believes in second consults, and so the second consult at a professional car audio install place clearly demonstrated low quality wiring on one back speaker and missed connection from amp to back speakers. Best Buy is clearly incentivizing revenue production over quality, and the result is going to be lost revenue… suggest you short the best Buy stock. Ouch again. At least my contribution helped the Gross Domestic Product and California Economy, and there is nothing wrong with having to eat peanut butter and jelly sandwiches for several weeks because you were robbed by the Geek Squad. Upside down PQRS.

Unfortunately, I did not come back to write a better review than my previous review. I don’t even know why I even have to put a one star.
My son’s laptop broke. I had Geek Squad 2-​year protection plan on it, so I HAD to go back to Geek Squad to use my protection plan to either get it fixed or replace with a new one.
12/​27, they assigned a tech to transfer my son’s files to an external hard drive.
12/​28, my son’s laptop was shipped to their repair factory in the East Coast (NY).
½, they received my son’s laptop and assessing for repair. The device MAY need a replacement.
I did not hear from Geek Squad after ½/​2014, and now it’s ¹⁄₁₀. My son’s laptop’s estimated time of arrival was supposed to be on ¹⁄₁₃ (¹⁄₁₁ and ¹⁄₁₂ are the weekend), so I thought I should have heard from them by now. So, I called their 1 – 800 number.
The rep (who called me Hon’ through the entire conversation) told me that my device needed a replacement because they couldn’t fix it, and I needed to go to the local store to get a new computer. I asked why I did not get informed sooner when they already knew my device was not repairable and needed a replacement. Nobody told me to go back to the local store until I called. The rep told me she did not know why nobody contacted me, but she could make a reservation at the local store so I would not need to stay in line. So, I made my reservation at 10:45 a.m. today (¹⁄₁₁).
It’s got be a joke that I received an email from Geek Squad that I had missed my appointment after 8 a.m. this morning. That rep made my reservation Eastern Time with the Oakland, CA store. GREAT, just GREAT, Geek Squad.
Luckily, there was no line (my highlight of the day with Geek Squad), so I dealt with a Geek Squad staff to get a store credit on my device. My device was $ 999.99 plus tax, $ 130 2-​year protection plan. They could not give me a full store credit because the device value went down from 2 years ago. On top of that, they don’t carry the same device anymore, so I have to buy something they carry today. Whatever, Geek Squad. I just took whatever they gave me before they take the store credit away from me.
I went to the computer section to look for a new laptop. They didn’t have any good selections in store, so I came home with no laptop. I am going to have to go to the Best Buy website to use the store credit, but I have no energy to do it at this point. Their 2-​year protection plan went up from $ 130 to $ 239.99 — $ 299.99, depends on the computer’s price. I can’t buy a $ 999.99 worth laptop like the last device with the store credit, and I need to buy the protection plan as my son has to carry laptop to school every day. I am debating whether I should buy the protection plan in case my son’s new laptop breaks again, but I don’t want to go back to Geek Squad anymore. Yes, even if it costs me more, I’d rather not have to deal with Geek Squad anymore.
Geek Squad does know how to make profits from their customers who are not familiar with computer stuff and young computer users with all those expensive protection plans, accessories and computer tech services, which helpless and useless as I stated in my previous review. Whatever, Geek Squad.

Mixed bag on customer service. The first agent was very friendly and tried to answer my questions about data and program transfers between my old and new computer. When he consulted a second agent, that is when things went downhill. The second guy was rude and dismissive. Granted, he was helping another customer at the time the first agent asked him to help me, but all he had to say was I can help you after I’m finished. I don’t know if the second guy is frustrated because he’s not working for Google and has to wear a Book of Mormon outfit at his Best Buy job, but please don’t take it out on me. Then he gave me bogus information — affirmatively stating that no consumer available product existed to transfer programs between computers, and that my only option was to utilize the Geek Squad transfer service which starts at $ 200. After I got home, a quick Google search showed that such software does exist (e.g., PCMover, $ 45 to $ 60) and is SOLD AT Best Buy! Needless to say, I will buy the software — not from Best Buy — and do it myself.

My computer died. I sent my computer in to get fixed and I was told that the computer needs a new hard drive. When I came to pick up the «fixed» computer, the computer was having problems during the test run IN THE STORE.
The manager told me that this is NEW problem and that I will need to have the computer assessed again and still PAY FOR the hard drive repair. Seems like they have poor testing and repair services. And the whole send your computer away to get fixed makes for lack of accountability for shoddy work.

If I could give them no stars I would. Whole process was horrible from the purchase of a geek squad gift card where we were given incorrect information about pricing to booking my tv mounting appointment where I was not given the right information to my canceling/​refund process over the phone due to the inaccurate information originally received.
It has been a nightmare all the way through. Different stories each time I talk to someone, being disconnected, transferred all around. Tech guys indicated there has been a lot of turnover — I can definitely see it

Eh… They were ok…
My not so good rating is about Geek Squad’s price and policies, not the technician– the technician did a fine job.
First, I might have made a mistake– when I booked a car stereo installation online, apparently I made it for the next day when I meant to make it for the next week, so I missed the appointment. My fault. (Though, it would have been nice to get a confirmation email as it said I was supposed to get… but still… I guess it was my scheduling error).
Then, when I came in the following week for my appointment with my car stereo that I had purchased elsewhere, I was told that they couldn’t install it, because it needed a mount specific for my vehicle, and they needed to order it, and I had to wait for that to come in. Now, why does the website ask the make and year of my vehicle, if nobody is making sure the parts are in to do the service? Why allow anyone to make an appointment for a car stereo installation online at all? Over three weeks had passed since I initially made an appointment and they had my vehicle info, so that was plenty of time for them to know they needed a mount for my car. Then I was told I needed to prepay, because this second appointment would be considered a no show as well, even though I was there, and I wasn’t at fault, this time it was Geek Squad’s fault. *note* I just went to check out the process, and it appears the site now just wants you to call, so maybe they realized this doesn’t work.
Then, despite the fact that I brought in a stereo I purchased elsewhere beforehand, my installation charges were over $ 300. Now the site says $ 59.99 and up, but thats an absurd amount of up. I expected a little more as I also had steering wheel controls (though from the direction it looked like one small part was needed and a wire connected, not really $ 200 plus worth of service if you include the $ 30 mount, and the wiring harness I needed to purchase). I want to say it was all around $ 320 but my memory is shot, as I was trying not to think about the ridiculous fee I was being charged for something I’ve done in the past (but on an old vehicle, and I was worried about cracking the dash on my new one). I mean, I’m a hairdresser and when I say a root touch up is $ 70 and up, it doesn’t quadruple.
I’d search around and price a few places before coming here. And if you do, call them ahead and make sure they have the parts for your installation before you waste your time going over there. Also, make sure you get a detailed quote on what you’re being charged, and what it does and doesn’t include, so you can actually compare prices.

Brought my computer in because it seemed to be infected with a virus. As I was waiting in line, I kept hearing them selling their one year service plan. It just seemed as if it was such a sales pitch yet what is our recourse? They seem nice but it is uncertain if you can trust them. I received my computer back (faster turn around time than they originally said which was a good thing) but is my computer running better? Well, it still freezes here and there, my settings were changed (not to my preference) and my memory card is missing. Overall, pretty disappointing!

I can’t remember ever having had such appalling or deceitful service from a US company before. I called Emeryville Best Buy Geek Squad on Tues Aug 7^th to ask them what they charged to find out what was wrong with my desktop (it had stopped booting up) and give me a repair estimate. The rep said that diagnosis and estimates were free and normally completed in 24 hours. So, thinking (as I now assume, like I was supposed to think, given their level of deceipt) that I couldn’t lose, I took it in the following day (Weds). After waiting 15 mins while 2 other customers were attemded tp who came in after I did, I placed my CPU on the counter and explained the problem that I was having with my system. The rep immediately said I needed to pay $ 70 up front. When I queried this, given that I’d been told the day before that diagnosis and estimates were free, he said «that only applies to eyeballing the outside of the machine» (I think to myself «wtf. What kind of diagnosis or estimate or repairs could anybody do withOUT opening up the case and looking inside?». This was like a car repair place offering free estimates but when you drive there they say that if they have to lift the hood, there’s a fee! Mind-​boggling. So, I pay the $ 70 after which he says that I’d be better off taking my computer to any other Best Buy Geek Squad than this one (Emeryville) because they were inundated and I’d get quicker service elsewhere. When I asked how long it would take, he said a diagnosis should be available by Friday lunchtime. Given that I was busy, the CPU was heavy and bulky, I decided that I’d wait this long. He said that I’d get a status report/​phone call on Friday. No such call by 4 pm so I call and am told that nobody has looked at it yet «but it’s on the bench ready to be examined» and that work would begin on it first thing in the mornng. Well, by Saturday afternoon there’s still no word and I cal back only to be told that the technician was not available. When I finally got hold of him, he said that I needed a new heat sink in order for a diagnosis to be made and that I had to pay for this ahead of time (~$ 30). He recommended that I buy a new computer. How such a recommendation could be made without first having a diagnosis is anybody’s guess. And I paid (by now over $ 100) NOT for a recommendation to buy a Best Buy computer but for a diagnosis! He seemed to know less about the way forward than I did so I suggested that he try swapping out the (recently upgraded) processor or trying to boot the system with a more powerful power supply since the ASUS owner’s manual (which I’d left him to read, which he’d clearly not done) recommended moving from a 350w to a 600+w power supply with any upgrades. I declined referral to sales for a new computer and said that I’d pay with a credit card over the phone. He said that that would not be acceptable and that I’d have to come in with my credit card. When I asked why, he stalled and then said it was «for security reasons» (this was 10 days after I’d purchased a $ 700 laptop from Best Buy online and picked it up at this same store without being asked for any ID! Today (Thursday), eight days later, $ 100 poorer, I still did not have what I’d paid for (a diagnosis of the problem) and the Goon Squad had still not tried booting up with a bigger power power supply. So, I picked up my computer today and took it to a place in North Berkeley (after reading Unilocal reviews — yes, I know — I should have read these 9 days ago! LOL). Unless you’re willing to shell out good money to look at young guys in tailored suits (the «geeks» — since when did geeks dress smartly??) and give them directions that they dont’ follow, you’d best stay away from this place. I will file a dispute with my credit card company for the $ 70 since this charge was essentially fraudulent but my main concern was the (unnecessary) loss of 9 days of computer usage at a critical time for me.

Not even worthy of a solitary one star.
Horrid…you will end up waiting after u dial for 20 – 25 mins before anyone attends to your return call to them! Someone will answer and then psyche you out, because you will then promptly be placed on hold yet again. A reg Best Buy employee felt sorry for me and left a HANDWRITTEN note on Geek Squad’s desk with my order #, name, and tel #. I was promised a call back from them, as it was they who called me first. Never heard a word again; despicable!
Poorly managed, if at all, by anyone who understands the needs of customer service.
I have had a nightmarish experience restoring my OS of my laptop… they needlessly held my computer for hostage for 4 days without doing a darned thing for it.
And altho clearly communicated I needed my laptop back by close of this week (it being dropped off 8^th and promised back 5 – 7 days, «easy»), it’s now Wed. and i had to make an extra car trip to complain, as I was not willing to suffer through another phone call.

My laptop broke down suddenly at this dreadful day. They did not fixed it properly, and if I may… I still paid for the damage. Talk about weird! I really had wished I had read these reviews b4 I went there.

Not bad at all. I went into the store in the morning yesterday to get my Netbook fixed. The line wasn’t there and the service guy was friendly and helpful enough to tell me what’s wrong with my laptop. He provided suggestions to purchase a new laptop since the service itself would cost over 200 bucks… and Netbooks are running only around 300.
Overall, nice experience.

I’m here writing a review more or less help everyone understand «Geek Squad» at this store. You are welcome to send me questions or comments about Geek Squad. This review is a review for something you are having work done in the store, if you item is being shipped out or in home service done this is not the review for you.
Disclaimer — At every location you will deal with someone different. So write your review on the person that actually helped you. So that being said, you might have a 1 star service or a 5 star service depending on who help you. Some of you may not agree with me on some the subjects on here. Everyone has a different point of view of the service. I have worked for Geek Squad in the pass. I’m here to give you another point of view.
Yes this Geek Squad is extremely busy, you will have to wait in line and they only do first come first serve don’t even call for an appointment. The repair time will take a month just a fyi. Because they do not do any repair on site. The only thing they do in the store is software issues, hardware install, and software install.
Cost — The prices you pay for the service done isn’t over priced or cheap. I would say it is average of the things they have to do. Yes Office depot is cheaper next door and yes you don’t get it fix better. Yes mom and pop shops are cheaper and they are a hit or miss at times. 200 for virus removal or windows issues, 30 for software install, 50 for hardware install, 60 for diagnostic. Some service does cost more the other locations. But the service that is being done is better than most places out there.
Speed — If you bring computer in it will take anywhere from 3 to 10 days depending what you’re having things done. If you need to send it out for something they don’t repair in the store it’s about a month. (If it’s being sent out, then there will be another review done on their service center) They do try to repair you unit as fast as possible. But they are really under staffed and they have no plans to hire more.
Quality — The quality being done to your computer is a hit or miss depending on who’s working on it If you get in early to drop off your computer for in-​store repair, meet who ever that is repairing your computer. If you bring your computer in and say it’s «not working» it means nothing for something fixing your computer. Let the tech know what is actually not working, eg. blue screen, error message, pop ups, etc. The quality will depend on who works on your computer. They do have people there that have been there for years but doesn’t do repairs but try and there are people there that actually do repair and will do their best to give you your computer back working as good as possible because that’s their passion. So ask for that person to repair your computer and him/​her only.
The End Process — Once your computer is ready for pickup they have an automated system that calls you to tell you your unit is ready for pickup. So if the number you see on the paper they give you for pickup isn’t correct, you will never know when it’s ready for pickup. Have them correct it and give you a pickup slip that has the correct information.
Will I bring my computer there to have it fix? Yes, but only if I know the person that is fixing my computer.
For everyone that put a review on here that has nothing to do with Geek Squad, there’s actual «Best Buy» review for that separately.

Seems a bunch of folks have had a hard time with them with computer repairs, but my experience with home installation was awesome. Bought a new big flat panel TV and needed to wall mount it in our bedroom (in a weird, plaster and lathe wall, not standard wood or plasterboard). Plus, had components in cabinets and needed an IR repeater etc. Anyway, they actually had a deal where if you buy the TV mount from them, and the Geek Squad installation, you get $ 100 off.
So, they gave us a 4 hour window, but called and came early. Did an AWESOME job, fast, courteous, professional. Did all the installation and mounting, all the component connections, minimized wire exposure, and cleaned up perfectly.
I, the tech guy, was ecstatic
my wife, the clean freak, was ecstatic
no complaints at all with this aspect of their service. in fact, real big props. My neighbors paid a $ 1000 for just wall mounting stuff, this, for $ 250, was a bargain.