Geek Squad Customer Service Complaints - page 3

The rep could not fix my wireless connection issue. He stated he did not have time, and sugguested I take it back to Best Buy, which would cost another $90. Why did I bother to pay for tech support!!!

v. frustrating experience, using chatting on line Spend more than an hour with a dispacer which supposed to connect us to a tech. to solv our computer problem. After two hours or so called to remind them about us waiting and were told that the box down in the still active chatting was good meaning that a tech will step in and assist us. After another three or so hours we called again and after some 20 minutes of another dispecar asking the same question sand repeting the same pointless explanation he concluded that matter of facts we're never connected to get any help from a technician, we're just disconected from the moment the first dispacer left us suppsoingly to transfer us to the right technician. We expect to be connected right away to a tech, considering the 4 hours waiting for nothing, being disconnected but he told us we have to wait again for, possible another v. long time ?!!

I currently have geek squad insurance on my phone. When my current phone began having issues, I went into best buy and filled out proper paperwork to have a "rapid exchange" replacement phone shipped to me. When the replacement phone arrived at the store a week later, we discovered that the replacement phone was defective and would not turn on. The best buy employee then attempted to charge the non-working phone with no success. I was then told that there was nothing that they could do to resolve the issue in-store, and that they would order me a replacement for my defective replacement. When the employee attempted to do this, he discovered that my account was on "hold" due to me having been issued a new debit card and them not being able to auto-debit my monthly payment. While unsatisfied at this point, I understood the problem with the billing issue. After spending 2 hours at best buy during this visit, I was told that they could not order me a replacement phone, and was sent home with the same crappy phone that I was trying to get replaced in the first place. A few days later, when my new debit card arrived, I called best buy, updated payment info and paid my monthly fee. I then went into best buy and attempted to order a replacement phone. When the best buy employee looked up my account, the account was still on "hold". Again, we could not order a replacement device. Frustrated with the fact that I had wasted another hour of my time, I returned home with the same crappy phone. I then called "geek squad" customer service and attempted to find a solution. The lady whom I spoke with was rude, and not at all helpful. The best she could tell me is to go back to best buy and try to order a replacement phone and that she was "sorry for the inconvenience. I explained that had the replacement device that they had sent out in the first place had worked, I wouldn't have had to make additional trips to best buy, essentially wasting my time. She did not seem to care in the least that I've been to best buy four times already and did not attempt to resolve anything. Long story short, "Geek squad" has had no problem with accepting my monthly payment for the last year. The frustrating part for me is that they have displayed extremely poor customer service and that they don't even attempt to provide the service that I am paying for. I sincerely hope that they work on addressing issues or they may find themselves losing customers who become tired of wasting both time and money.

It's been two weeks that I've been without a washing machine, after being promised that it would take no more than 10 days. I was to Four of the parts were coming to me, two to Geek Squad (Best Buy). When the technician arrived today, he asked me if I had all six parts! He then had to track down the other two parts (he didn't do this beforehand or communicate with the first technician who came out here, or get the parts prior to coming!) The technician then blamed me for not telling him that I didn't have all six parts, when I never was supposed to have two of them in the first place! Blaming the customer, really???

Also, I was to call "Advanced Scheduling" as soon as the four parts came to me, which I did. The "Advance Scheduling" department hung up on me after I FINALLY got through to them after 20 minutes of going around and around with customer service reps as to my order, and then "Advance Scheduling" couldn't even give me a date that was within the 10 days I had been promised!

The communication between the various folks at Geek Squad is ridiculous, and the communication with customers also is very poor.

The Lynchburg Virginia Best Buy Geek Squad were discourteous, incompetent, not up-to-date, lacked customer time management, needed direction and a supervisor.

I called the geek squad tech support went through the whole deal got through to a technical support person. The last thing he told me was to hit the windows button and the letter I at the same time. I waited on line for more than 10 minutes and nothing, the scratchy sounds I heard stopped. Even though they had my number they didn't call back.

ROUND 2 I called back and went through the call I made previously and did eventually get hooked up with the remote service. This technician in the beginning asked for my phone number incase we got disconnected. I was going along with the message board about what the tech was doing then all of a sudden it said he signed off. Again I could hear a scratchy sound on the phone so this time I waited for 30 minutes before hanging up. I have call waiting so if they tried to call I would have known and picked up on it.

I didn't call back this time as I was afraid of what I might say. Being the stubborn person that I am I stayed with it doing different things for over 3 hours more and did get the problem solved. I am not a technical person but it seemed to me that anyone who is supposed to know what they are doing could have done it without much problem.

All this after my many good dealings with geek squad. What will I remember when it is time to renew is the bad time over the good times. Naturally, I won't be renewing.

I purchased a asus laptop in November of last year, it broke, but buying the extended warranty I was told I had nothing to worry about. they took the lap top from me in springfield Oregon, telling me that it would be fine for me to pick up my laptop at any store. So after 2 weeks, and no call back or email from the geek squad, I called customer service. they told me I was approved for a junk out, a new one . So I went into a Beaverton Oregon store, which I was told would be perfectly fine. after 2 hours of picking out a new one, waiting in line, and with the csr to get the computer situated, they told me no. I was told I couldn't get a new laptop from them, I had to return to the store in springfield. I was furious, but I called the geek squad the next day. I explained everything. the operator said after calling 3 things. one, I was escorted off the property, this never happened. I am still offended to this claim. second, that the store manager told me that he contacted the springfield store and explained the situation. this never happened, the operator said that he called and talked to the person in charge of junkouts and he never heard of this situation. never even talked to any store managers other than his that day in question. Third, he told me he straightened out the whole problem and I could return to the store to pick it up. so I did so, I picked out the same laptop I had picked before, waited in line, they told me it would take 30 minutes exactly to run the proper paper work. I said ok, after 2 hours they said icould take my laptop, but they wouldn't give me a receipt! I asked 4 times for a receipt and after the store manager making me believe I didn't need it, that I would have no problem returning it if It did not work for whatever reason. well I traveled 200 miles away, I turned on my laptop new in the box, no falls, nothing happened to this device, and the os didn't work properly. the charging jack, it didn't work. they gave me a broken laptop BUT with no receipt I could not return it, they had no history of this laptop ever coming to my hands. I called and called and went to a store, they said I couldn't return it there, said they had no idea where it came from. so after that I called the home store I purchased it from and was hung up on. I wasn't irrational, I just did not accept their answer. it was that I couldn't return anything because they didn't have a receipt.

a 400$ purchase with a 99$ warranty.. and I am totally brushed aside. they wasted over 12 hours of my time on the phone, numerous hours in the store and most of all they all had grins, they chastised me infront of other customers and made me feel small , I couldn't do anything. I will never purchase anything from bestbuy. EVER. and I do not think anyone should. their warrantys are not upheld. the customer service is not only lacking the stability to help someone, their protocol is asinine. the very moment istarted this process I knew it would be timley, but not over a month ordeal..

I paid to have the Geek Squad install a wireless adapter card and bought a service agreement. After a quick demo at the store that the new adapter was reaching the enternet on an unsecured network. I asked if I could setup a secure connection. I was told that was not necessary. WHAT! I get home and can't get on the web. I call for help. I,m told I'm doing things right. I have my son over to help. We find that the squad never installed the software for the adapter. We install the software and in no time I'm on the wed. I can not recommend the Geed Squad to offer good service nor support.

They are the worst I have ever seen. AVOID them and you will feel a lot better with no stress. I am still waiting after 2 month from the time I started. It never there fault, It the post office and etc. I will never use them again, and not very likely not to use BEST BUY for that reason. I RATE them -100.

Awful customer service! I had a simple billing question and was bounced around to 6 different "departments", all which I had to call as the promised return phone calls never materialized!
And none of them could fix the problem.
I'll never do business with them,or Best Buy again. Too frustrating!

I purchased the geek squad insurance mobile policy for two phones. Both of them i was told that when something goes wrong i can walk into the store and get a new one on the spot. This did not happen with EITHER phone. The first time on an Iphone4 I opted to just deal with the issue. On my LG Optimums G I decided to go ahead and accept the 3-5 days that they guaranteed it would be in, even though when i bought the policy they had said it would be instant. Well it's been a week, and now they're saying that I will not be with a phone for up to 21 days!! On top of this the customer service that I have received in order to deal with this has been absolutely atrocious. While they do say that you will receive a new phone if yours is damaged it is no where close to the time frame that they sell you.

I have been on the phone for over TWO hours......one person had me take my virus scan off my computer then couldn't figure out how to get it back on. I was then transferred to someone else and held for another 25 minutes. I hung up and called back, got a person who seemed helpful but had to transfer me again and was checking every 5 minutes to make sure I was still holding, but after 2 times, he gave up and never came back. I have never seen such bad customer service. Each time I was transferred I had to go to the back of the line AGAIN. I know have no virus scan on my computer.......very frustrated!!!

So I have had many problems with Geek Squad and my laptops. My last experience with Geek Squad was then my laptop would pop up a error message and black screen whenever I turned it on. I took it to Geek Squad to have them take a look at it. A month past and I asked them what was taking so long, they told me that they were going to send my laptop out to Taxes to be fixed but they forgot to actually had it still and never shipped it. Two months later they get the laptop back and it was still broken… so they send it back again. Around two months later again they get it back and tell me its ready to go. I pick it up, open it up, start it up, same problem it had when I first took it in 5 months ago. I ordered a recovery disk from the company that made the laptop and within 2 hours I fixed the problem that they failed to fix in a 5 month period.

So I was having problems with my laptop as it was randomly freezing up and rebooting itself. I bring it into geek squad for an analysis. Once complete, they tell me I need to replace the graphics card for a whopping $500. I, trusting this was a correct diagnosis and having an expensive device, agreed, paid up, and received my "fixed" laptop a couple weeks later. Used to not having a laptop, I didn't touch it much for the first month, and the problem didn't arise as it was random and usually associated with heave use.A month later, the issue reoccurred and became more and more frequent. I brought it back in December and complain that it is still broken. They re install the OS and scanned for viruses. I get it back, same problem, nothing is fixed. I take it in again and they tell me I need to pay more money to have it analysed again, otherwise I'm screwed and just spent $500 on a solution they told me would work and didn't. I don't have the money to continue dealing with them anymore, my laptop is still broken, and geek squad is rejoicing in making my money off of their own false claims. Pissed? Yes. Their customer service? extremely dismissive and unhelpful. Would I recommend geek squad to others? No, I'll probably go as far to write an angry review about them and warn others of being scammed. Oh ya, Geek Squad scams it customers.

In 55 min I had to talk to 4 people. Finally a tech remoted my computer and after 20 min gave up and told me to take it into the store.

Do not waste your time with their cell phone insurance! My cell phone was stolen n there insurance does not cover that which is fine but when I contacted them I was told u can transfer the insurance as long as u bring in the phone w the receipt... So when I got my new phone I called to see what I needed and they said nothing n my insurance will cover the phone. Sooo I go there wait in line for over 25 minutes and when I get up there she tells me they can't help me the insurance was for the other phone. I ask her y wasn't I told this when I called and she goes I duno. Wow thank u... Then I call the number above to talk to a manager and he keeps telling no it is never transferable like I'm an idiot. I realize this now I'm telling this is what they told me and I'm calling to complain about your service because I was not told that. He just kept repeating himself, yes captainobvious I get it! How about u tell your staff! $18 for a year for nothing do not waste ur time!!!

I just spoke with johnathan about you're billing my Mastercard for 19.99/month for all of 2012. After unsatisfactory service from your company in 2011, I was not informed I would be automatically charged a monthly fee until I cancelled the service myself. I called in April to ask for a rebate for unsatisfactory repair and past charges (jan-April ) and to stop all future charges immediately. I have continued to be charged. I have not called for service because you didn't repair what you were asked to repair.

Johnathan said he would refund charges for 4, four months and terminate all future charges. I feel you should refund all charges you had agreed to before for 2012. That would satisfy my complaint. Refund all monthly charges for all months of 2012. Thank you Don Boodel

customer service isn't clear on their process nor policies. They can't follow something they are not aware of.

On Friday I brought my Laptop in for service. After waiting awhile, no acknowledgement, I was waited on. Service person was knowledgable but he constantly talked in a very loud voice. I asked him to lower his tone and he did for 1 sentence.. I am neither old nor deaf.His breath was so bad I nearly gagged... he admonished me that I had a dirty computer and gave my a disapproving look. The Representative's name was Matt B.service was fast.

I had the protection plan on my cell phone. My charger went out I tried to order a new one for two days I made 5 calls and no one could find my account. I was told all five times that I did not have the plan because they could not pull up my information. There was no problem each month pulling the fee out of my account. Finnaly I had to go buy a charger and when I called to billing department and told them I wanted to update my card on file they found my account then I told the her to cancel my plan since I had to purchase a charger. I do not recomend the this protection plan to anyone.

I called them at 8.00am because I wanted to see if the geeks would be able to fix the problem
and they did 100% no bs
I got 150.00 bose set my girl friend little dog eat the cord so i called them cant wait to get a new one....
remember u have 30 days to get a new one or to buy the geek squad protection...

Now lets see if i have a problem with the store?

VERY POOR SERVICE, Disrespectful and Very Unorganized . Promised the moon at drop off Am now getting it Broken Off In Me . Told no hardware problems just little tweeks to get running right , 2 days later not ready yet so called store Mgr Samatha at Plattsburgh New York Store . She says will be ready in morning or even later this evening we will see. Promised it back fixed Yesterday.
Should have No Stars or Negative Ratings

I brought my hp computer over (it had a blue screen) and they tell me it's going to the service center. So 3 weeks later it gets back from service center. They call me to come pick it up. I get there and then they say it's not working. So they tell me it will be working NO LATER THAN SUNDAY TODAY IS MONDAY STILL NOT DONE. I'm tired with these idiot get some new workers best buy who actually works and knows what they are doing.

I'm very sad with this company firs I lose my psp exchance for cashier folk Geek squad say,second my sony tv calibration Geek squad say my protection plan no cover but when I bougth it geek squad say you have 4 years protection and one calibration per year so they lied all the time just for sale protection plan and then no fixie nothing,I don't buy no more wiht Geek squad.

I have had a recurring problem getting my printer to communicate with our 2 laptops. Our PC is USB connected and prints fine. I have had two telephone/online sessions which have NOT fixed the problem. I also, have other issues in the home which need to be addressed. I scheduled an in home visit to have these addressed. THE TECH DID NOT SHOWI am going to pay $49.99 for the scheduled visit on 7/12/12.