Geek Squad

If I could give negative stars, I absolutely would. I’ve been a loyal Best Buy customer for years, purchasing countless items as both a private and business customer, but my recent experience with Geek Squad has been nothing short of a nightmare. I scheduled an appointment to fix my laundry machine, and not only did the technician fail to fix the problem, but they also made it worse. I gave them another chance and scheduled a second appointment for the 15th, taking a day off work to be home for the visit. Not only did no one show up, but I later learned they sent the technician to the wrong address—in a completely different state! This is infuriating because when I made the appointment, I explicitly confirmed the correct address, which they acknowledged on the recorded line. Despite this, the mistake was on their end, and I’m the one left to deal with the fallout. The next day, I called Best Buy to resolve the issue and was assured someone would contact me to reschedule. I spoke with supervisor Chanel, who never followed up. The day after, I called again and spoke with Marissa and another supervisor, Knya, only to be told that the soonest appointment available was on the 30th—two weeks away! Why should I suffer the consequences of their mistake? I’ve done everything right on my end. I provided the correct address, stayed home for the appointment, and now I’ve lost a day’s salary because of their incompetence. I find it unacceptable that they wouldn’t prioritize fixing their mistake, especially considering I’ve waited over a month for service. This entire ordeal shows a shocking lack of accountability, respect for loyal customers, and professionalism. If this is how Best Buy treats its loyalty members, I’m seriously reconsidering ever using their services again. Fix this, Best Buy!

- Eden Amar

I brought in a pc for a diagnosis and repair- and I found the staff at Rockville geek squad to be super helpful and knowledgeable. Francis in particular showed a lot of initiative and went above and beyond to explain in simple terms what was going on. Thank you!

- Josef Dorrough

Had an appt tonight Nov 27th at 7:20pm at the Rockville location. I took my old asus laptop to geek squad and spoke with Rajan. He was very friendly and polite. Explained exactly what my total care membership covered and checked in my laptop for service. Gave me an approximate date it would be finished. So far I highly recommend this location after my interaction with Rajan. I will update once I receive my laptop.

- Mr. G

I went to the Geek squad area at this Best Buy location recently about 15 minutes after they were supposed to have started work. There is a very clear "start line here" sign that led to a desk with some monitors. I stood there for a minute or two wondering where the Geek squad employee was. Another customer came up behind me and started to wait in line but then realized there was no employee there too. He went to look for someone in the store and I decided to go take a peek in the work area to see if someone was there. I thought maybe they didn't realize that there were customers now. I looked into the work area and saw no one. I did not actually enter the work area and there were no obvious signs saying that this was forbidden anyway, but regardless I didn't go behind the curtain. When I come back to the line a geek squad employee is coming back with the customer who was behind me in line. I say "Hi, that guy was actually behind me in line, I was here first and no one was here taking customers." Silence from the guy who skipped me in line. But shockingly, instead of helping me first, the Geek Squad employee continued helping the line jumper and scolded me for going behind the desk area to look in the employee area for someone to help. I stated that I was first in line and no one was here a second time and he scolded me for a second time. There's nothing better than getting yelled at instead of helped so I left without using their service. After reading the other reviews it may have been a blessing in disguise that this happened before they took my device.

- Paul Hodos

WOW do they try to upsell you. I wanted to buy and install one fan for my computer. They told me I should not only do that, but had room for "three to four more fans" in addition and should pay to buy and install all of those as well. If you missed it, they wanted me to pay for five fans instead of one. They're hoping I'm stupid enough to think that would be helpful. And before I'm even allowed to buy all of that, they *require* me to sign up for a membership at $200 PER YEAR. As if I'm going to need multiple PC repairs every year, and not one every 4-5 years. I asked them if they had a one-time price, and they said no. Can you think of a reason for that policy, other than bilking money from customers? I can't. Anyway if money is no object, and you just want the job done, I can see going to Geek Squad, but if you would prefer not to pay 6x the market value of the repairs you actually need, I'd encourage you to take your PC basically anywhere else. (Oh, and the icing on the cake, they stole my power cable on my way out.)

- v w