Geek Squad

We have had a terrible experience over the past 11 months with the Geek Squad of Braintree. We purchased a Samsung Frame TV last September that has never worked appropriately - issues with disconnection from WiFi, unable to update Samsung account, unable to download apps etc. We have had MULTIPLE visits from technicians from the Geek Squad at our home to attempt repairs with no avail. (I understand that this may happen at times with difficult issues; and each individual that visited our home was kind.) However, once they finally passed the baton over to the Samsung team directly, the Geek Squad refused to communicate with them about any of the previous repairs that were made on our TV (including multiple part replacements.) Therfore, we had to go through the entire process again with multiple visits from Samsung and multiple replacement parts. Samsung reported that the Geek Squad had never properly documented any repairs that were made on our TV; they were unable to access any of this information. When I personally attempted to call to access the information about my own television, it not only took over 30 minutes to speak directly to a human being, but I was then rudely told that it would cost us $150 to share their diagnostic information with the Samsung team. They would not share the diagnostic information with me personally over the phone or via email, despite my ownership of this property. This is completely unacceptable - a complete waste of money and time. The unprofessional nature of the customer service team at Best Buy/Geek Squad has made for a very frustrating (and long) experience.

- Caitlin Gaffey

The Geek Squad is unbelievable. Getting this service was the best money I've ever spent. I've used them to tune up my computer and they were good. This time was serious. My computer was hacked. They were compassionate and reassuring about my situation. They went through all of my computer files and found some nefarious files. The whole time frame to get the computer in and then for the work to be done was 7 days. Everything is working fine and no signs of the 'bad actors'. I highly recommend the Geek Squad!!

- Trina Alexknovitch

I’ve been paying for the Best Buy membership for 3 straight yrs. My first encounter was installing a stereo for my daughter they took all the information of the vehicle down and I bought the stereo at Best Buy. I went to my appointment and they told me I needed all kinds of extra parts they had to order. The stereo never got done. It’s still in my daughters car now in the backseat. Second encounter, I bought an Arlo home security system from Best Buy with three pro three spotlight night vision camera floodlights made an appointment with a six hour window 10 AM to 4 PM. I took the day off from work. No phone call to tell me they weren’t coming. They called me three days later, wanting me to reschedule. I was too frustrated to reschedule, because no one even called to say they were sorry or apologize for not even canceling or telling me they’re not coming six hours if I did that with my business, I would be out of business, well that’s my story with the geek squad. They are 0 - 2 with me. Not a good track record. By the time I got around to rescheduling the appointment for my daughter’s stereo installation my membership was expired. It wasn’t that easy to get the car to Best Buy, because my daughter lives in New Hampshire, an hour and a half away. Thank you Best Buy for nothing.

- Paul Connolly

Installation of my new car stereo was exceptionally fast. I had estimates of 1 1/2 hours from other places, and these competent & friendly mechanics had everything done in less than 45 minutes. Not only that, after installation they showed me all the little nuances of the stereo I had purchased. Overall, I received wonderful service from these stand up gentlemen.

- Angus MacLeod

Best Buy has always been fair to me. I just had 3 year old PC credited because parts were not available. I replaced it with a new free 24 inch IMac. Thank you Ken the manager Ed and Deb returns and Ken the Geek! I have purchased and had at least 3 large TV’s and 1 small one installed by Geeks. Great jobs!

- Alan Levy