Geek Squad

I am a total member and have purchased all of our computers through Best Buy. I bought a new computer and needed a data transfer. The front-end agents, Jordi and John, were helpful and patient in their explanations to my questions. Isaac went above and beyond in helping me with issues with my new computer over multiple visits. If you get the right people you are set! Thanks guys - much appreciated.

GEEK SQUAD is AMAZING!! They work hard to correct problems & ALWAYS do a GREAT job... The other day I spoke with"J" (Juanita), who was terrific...She was pleasant, courteous, professional and definitely knew what she was doing! Thanks MUCH for the service you provide...Marie B.

My issue is with Geek Squad billing via phone. My Geek Squad Protect & Support Plus expired on 9/11/17. On 9/10/17 I paid the $162 to have it renewed for one year. When I hit the submit button i was forced to accept automatic renewal. So after I accepted to get my plan renewed on time, I called Geek Squad for clarification. I asked them if i had to be set up for automatic renewal or if i could go year to year on my own. The rep assured me that my account was not on automatic renewal and that i was covered for one more year as i made sure to reiterate that i did want another year of coverage as i just paid for it. A week later i get an email about my coverage expiring and that they had a cheaper option that didn't cover as much for me to opt-in to. I called Geek Squad because I was confused. On 9/10/17 i paid the $162 to extend my coverage for another year. I even got a confirmation email saying my coverage would continue without interruption. The rep tells me when i called on 9/10/17, that the rep i was speaking with accidentally deleted my payment (even though he assured me i was covered for another year). So i said that's not my problem my payment was deleted, i paid for another year of protection. We are now at 11/1/17. I've spoke with at least 6 different reps and 2 managers. ALL of them assured me i would be taken care of. Every single time i called i got the same feedback "ma'am we have pushed your case to the top and management will be taking care of you." Well today i was told that my case was denied weeks ago because I "asked the rep to delete my card from my account because i didn't want to be on automatic renewal." That is incorrect. I asked if i needed to be set to automatic renewal to which i was told i did not. Never once did i ask to delete my payment. The Geek Squad rep took it upon himself to delete my payment. Had i been told that my card needs to be removed from my account in order to not be on automatic renewal and doing so will also delete the payment i just made, i would've said to leave my card on the account and i would deal with renewal next year. None of that was told me. Geek Squad wants you to believe they are here to assist you, but really they're the most incompetent customer care service i've ever dealt with. Now i have a computer that i spent $2,500 on with no protection. Complete waste of time.

I have been using Geek Squad for a few years to cover all of our computers. We do have different brands and models. We have had a variety of reasons to contact Geek Squad. If it can be fixed at the store they are very responsive and have a reasonable turn around, such as moving and setting up replacement computers. Some of the computers have needed to be sent out for more extensive work. This does take a little longer. Sometimes the problem turns out to be bigger than originally thought. In these rare cases I have them to be good communicators. They are clear in their explanations. They are clear in your options including more time consuming and more expensive solutions and accepting of your decision. If it is something that cannot be fixed then they are also clear about what and why. They are always respectful.

I called to make an appointment to have geek squad fix something that they installed (and has since stopped working). The robot answering machine goes in circles. I finally get through that and am on my way to talking to a real human. After 15 minutes one answers. I tell them I need an appointment and she says she can transfer me to the appropriate department. Another 15 minutes on hold and I get hung up on. Just like that I’ve wasted 30 minutes of my life.