Geek Squad

Hello. I don’t usually leave reviews, but I think people should know what they’re getting into. I brought my new two-month-old laptop to Geek Squad because I was locked out. They informed me that I could pay for a membership, which would cover the cost of fixing the issue. Two days later, I was told they had exhausted their resources and couldn’t unlock the laptop, claiming that the hard drive was broken. This surprised me since it’s a brand-new laptop. When I returned the laptop to the store where I purchased it, they managed to unlock it and confirmed that there was nothing wrong with the hard drive. My guess is that Geek Squad was unable to unlock it and fabricated a story about the hard drive being broken to facilitate a return and replacement. I assumed the problem was resolved, albeit by someone else, so I sought a refund from Geek Squad. I tried online, and they refunded me $80 out of the $200 I paid, then left me on read when I explained my reasoning for wanting a full refund. I also went in person and called for support. The shorter version is that they couldn’t give me a full refund because the price to fix the issue was prorated, and there was nothing they could do. I was charged for a service where they not only didn’t fix the issue but also misled me and then claimed they “couldn’t do anything about it.” Just something to consider if you’re thinking about using their services. Thank you for reading my review. I hope it helps.

- Avelina Melnichuk

I am so grateful to the two nice guys who helped me yesterday. I had problem with recovering my email on my tablet and in no time I was up and running again. Thank you so much!

- Linda Johnson

This location has terrible customer service and been like that for years. The employees either know nothing about the products, are busy talking to each other or simply avoiding customers altogether. Tried buying a video monitor and needed questions answered. Nobody bothered to help despite me actively engaged in that part of store for 10 minutes. From now on I’ll avoid the aggravation and shop a different retailer online. The low google rating here is obviously an indication that this type of lousy service is standard procedure

- Dagster Blaster

I would give zero stars if the option was available. The reason is because the Geek Squad Protection Plans are misleading to the point that I would call them a form of swindling. It is a policy thing, not a person issue, in my case. It has come down to, for me at least, 'buyer beware'. Here's what happened: I bought a small appliance ($200 vacuum) a few months back and purchased the Geek Squad 5Yr Protection Plan. When the cashier sold it to me, they told me that the protection plan covered "all kinds of stuff," and was not too expensive but really worth it. I wanted a protection plan anyway, and would have bought one regardless of how they sold it to me. Though, it should be noted that this was the first 'red flag' that I missed. The cashiers should be knowledgeable about the protection plans or at least have a Geek Squad team member come explain it to the customer purchasing it. Now, the other day, the appliance unexpectedly breaks. Okay, it happens, and is the reason for the protection plan. Then, I take it in, tell them what happened and about the protection plan and such. They immediately get me a replacement. Now, the way it works is they are supposed to attempt to fix it and only then, if unsuccessful, would they replace it altogether. I only know this information about what they are supposed to because I spoke with someone in the 'care center', wherever that was. In this case, they did not attempt to repair it, let alone even take it apart or troubleshoot it. They simply replaced it and offered another protection plan. This was the second 'red flag', but better safe than sorry, so I got it. I thought about it later and decide to call, because something felt 'off'. After the horrible automated and inefficient system that laughably said they wanted to quickly get me to the right person, I reached someone in a 'care center' not anywhere near my store. I told them that I wanted information about the protection plans. They provided the following information: If I buy a small appliance, say a $200 vacuum, and get the 5yr Geek Squad Protection Plan, then I am only getting it on that specific appliance, as in that exact one. This exact one is not to be confused with that exact model or anything, but the literal one I was returning. The Geek Squad is to then attempt to repair it and if it cannot be repaired, a replacement is given. This, then, makes the 5yr protection plan null and void because I was given a replacement. Then, I would be offered a new plan at the same cost as the last one, as the replacement appliance is new. They do not offer any protection plans that extend to more than one replacement, as nearly every other warranty does, regardless of which small appliance purchased. I was told that bigger appliance's protection plans cover much more and are better than the smaller appliance's protection plans. It's a shady way to do business, but again, 'buyer beware'. They did not try to repair it. They just replaced it, which meant that I would have to buy a new protection plan. In the end, it turns out that the 5yr Geek Squad Protection Plan is really just a discount on a new one when it needs to be replaced. The small appliance was a $200 vacuum. So, basically, I got the protection plan for like $60 and when the product broke, I didn't have to pay for a new one at full price. Instead, I ended up buying another $60 plan for when this one breaks. I will not be returning to Best Buy and would caution anyone purchasing a protection plan to make sure you speak with them prior and find out exactly what you are paying for.

- Jeremy Aldana

They worked very hard to get my old computer up and running and kept me updated on it. Unfortunately it took the long blue death. The Geek Squad then worked with picking a new computer with my wants in mind and my pocket book. I am completely satisfied and love my new computer. Hats off to them. I have never been disappointed in them. Great job Geek asquad.

- Patricia Young