Best Buy Geek Squad

debra of Overland Park, KS June 4, 2009

My boy friend bought me an Easy Share Kodak camera for Christmas (2008). I have only used it twice since I received it. It has been in a dry closet in a camera carrier and in the box it came in. My camera has not been exposed to any water, fluids ect. I took my camera out first part of May 2009 - and discovered that it does not work. I took it to Best Buy where my boyfriend bought it with the receipt. Geek Squad said they would send it in for repairs. 2 weeks later I recieved a call and was told it was not repairable.

I called Best Buy to find out more information. What they told me was liquid damage. I was stunned - how could that be when it has not been exposed to any liquids. At this point I feel I am SOL. I do believe and have heard other people say that this is a scam so they can get out of the warranty. I will never ever buy another Kodak product! My camera went in for repair May 3, 2009 and it is already June 4, 2009 and I still do not have my camera. So far my boy friend and myself are out of 189.00 - the cost of the camera.

Lisa of Phenix City, AL June 11, 2009

I purchased a mac book along with an additional damage protection that was good for a yr i had the laptop 8 months and it was dropped and the lcd screened cracked they took the laptop and dent it off 6 different times each time NOT fixing the unit now that they have had it for 6 months and it is out of the warranty they are not fixing the unit. Now they are saying that because it is out of the warranty that I have to pay to fix it. I have not taken the unit home at no point in the last 6 months and all they have done is put me off again and again till it was out of the warranty.

Larry of Palmdale, CA June 6, 2009

My wife Terry took my computer to best buy (geek squad) to have it cleaned out, diagnosed and a new security program put in. I did this as my son just moved out and had used my computer for music... and wanted all of his stuff removed... When I got it back and tried to go online, I couldn't. I called the store and they said to bring it back, so I did. They redid the work and needed me to bring back the security program so they can reinstall it, so I did. I got it back and tried to go online again and couldn't. So I called geek squad and they said dial-up was not reinstalled as they use high speed internet at the store.

They said I needed to call my provider to get it back (why wasn't I told this the first time?). I called my provider and when talking to SBC to get back online, I realized a disk was left in the computer. It was a customizer 3.7.0 disk from geek squad was still in my computer. While getting online my computer screen went blue with white lettering superimposed on top of it self. SBC said since it was just worked on that I should shut it off and try it again and it should work like it's suppose to. But it went to the blue screen again. I called geek squad again and they said to bring it in. I left the laptop open to show them in writing (I also took a picture with my cell phone) but the laptop shut off before I got to the front of the line. They kept it and redid it again. Again I had to bring the security program back (had to drive back home to get). When I got the laptop back I tried to go online again and agian it went to blue screen.

I called the geek squad again and again they wanted me to bring it back, so I did (even brought the security program with me this time). I reminded them I only have dial-up. They told me again they only have high speed. I asked how they can see the problem if they don't have dial up (the speed I use at home). The guy behind the counter said he knows of one person that can hook it up to dial up (only 1 person and now they can hook it up to dial up????). I left the computer again and explained I was going to be in the hospital and was getting out on the 23rd of April and wanted it by the 24th. That would give them at least 5 days to fix it (when my computer had no problems but needed cleaning and a new security program...). On Monday April the 27th we had recieved no call from best buy so my wife goes in and talks to a JP. He tells my wife (after looking for the computer and only bringing up paper work without the computer) that it is "most likely" the motherboard going out (he said it must have been bad since we purchased it???) He said he is willing to give us the 120. for the clean out back. They will keep the 70. for the diagnostic check (???) and they will reinstall the new security program.

Why do I need a new security program on a laptop with a bad motherboard that doesn't work? My wife said she needed to talk with me about the problem and left (remind you they searched for my laptop, didn't bring it up with them and only brought the paper work). To us this was odd as the times that we have taken a computer to geek squad and when we would go for pick up they wouldn't just bring us paper work. The next day on Tuesday the 28th we called the store and spoke to Edwin (general manager) who said he had to speak with JP and would get back to us either later that evening or morning the next day, Wednesday. Well Wednesday the 29th comes and at 2pm after not receiving any call we called them and spoke to Brian. Brian said he would give us all of our money back and our non working computer (????). I speak to a Janelle (very nice) and told her my story. Janelle said that Edwin had started at noon and was in meetings since then. (????) She said that she would have Edwin call me after his meetings. Brian called me instead. Edwin had passed us to him. Brian gave me the same offer so I asked for the district managers phone number. Brian said there wasn't one. I would have to get it from the Best Buy consumer help peole at the 888 best buy number. I call it and spoke with a Frank and told him the situation. He put me on hold and tried to contact the manager at the store. After 16 minutes of being on hold he came back on the pone and said he couldn't get a hold of anyone. Then he said he would call me back later, probably the next day. I asked him for the district manager's number. Frank said that he didn't have it. I would have to get it from the store. I told him the store told me that I would have to get it from you and asked him to get it for me when he contacted the store. He said would not. He said it wasn't part of his job. Frank told me he had a supervisor that might have the number. I asked if I could talk to his supervisor to get the district manager's number. He said yes but as soon as I talk to his supervisor to get the district manager's number he would not be able to help me anymore. I asked him to get me his supervisor.

Jesse, his supervisor got on the phone. He said he needed to call the store and put me on hold. He came back on the phone and with the same offer that the store had previously offered us. That is all he said he would do. I asked him why I would take a computer in to be cleaned out and be happy with my money back and a computer back that didn't work anymore??? Again he said that was ll he was willing to do. I asked for his supervisor and he said he has none. I said somebody has to write you a review. Then he said the only person I could write to that could change his offer was the CEO, Brian Dunn and gave me the address. I write Brian Dunn, sent it ups with tracking and yes he did receive it back in May of 2009. I gave Mr. Dunn all info pertaining to my complaints and also asked why didn't the diagnostics find anything wrong with my computer and does their deal sound like a good deal to him. Today is the 6th of June 2009 and still no word from Mr. Dunn and yes this Best Buy still hasn't presented me with my now not working computer. Yes Best Buy still has this computer so they say... All I want is for my computer to be returned in the working condition they received it in. But we know this is not going to happen. I need someone to help as Best Buy not even their CEO is contacting me to resolve this and in the fashion I requested them to do. Give me back my computer that is working like it was before they did what all they did to it.

Louis of Seaford, NY May 28, 2009

Had defective hard drive replaced on HP Computer under full manufactures warranty. Now Geek Squard is asking for a recovery disc. to reprogram the computer, I advised this computer did not come with a back up disc and that the recovery program is built into the hard drive and being that the hard drive was changed the recovery program is gone. Then told me it is my responsability to get a back up disc, so I had to purchase one at a cost of 16.00.

Now I get a call from there Kentucky Service center saying they want 249.00 to transfere my saved documents to the new hard drive. I complained so they gave me the # to there corp. office only to be told by "JASON" that they have no connection with the Geek Squad or there local stores and can't help me either. They said they will hold my old hard drive until 6/03/09 then is will be thrown out.

If it's under full manufactures warranty why shoud I have to pay for this service? This has been going on for 3 weeks and Best Buy refuse's to do anything for me, I just keep getting transfered from dept. to dept. and told by all that they can't help me. Please help me with this problem, Best Buy still not only has my computer but all my personal information.

Michael of Cardiff, CA May 28, 2009

My 4-year old laptop was running very slow. I was advised by Geek Squad that I had numerous viruses which were slowing it down, and that they would fix the viruses for 199. But in order to fix the viruses, I would need to have my data backed up somehow, which I was not equipped to do myself. The higher point of service for data backup was an additional 159.

So with a total estimate of 359 to fix a 4-year old laptop, I asked the Geek Squad rep if it even made sense to fix this laptop, when brand new laptops were starting at 400 apiece. He suggested that yes, mine was a very nice laptop and worth spending the money to fix. He indicated that by cleaning up the viruses, my laptop would certainly speed up. While this seemed to be the case when I first picked up my laptop after service, it slowed down again after just a few days. When I brought the laptop back in, they ran additional diagnostics and then claimed that my laptop was running slow because I had too many desktop icons and not enough memory to support all the programs that I had. They suggested that I spend another 100 to purchase more RAM and have it installed by them.

When I approached the Best Buy manager about the situation, he compared it to having a car fixed, and that there might be more than one problem after the initial diagnosis. He was not going to refund my money, because the virus removal work and data backup was done.

I was not happy at this outcome. Having spent 360 to speed up my computer, it was still just a slow as before I brought it in. Fortunately, a friend of mine subsequently and correctly determined that I had too many programs loaded onto the computer, and that my virus software was also contributing to the slowdown. He removed 20 programs that I never knew I had, and downloaded new virus software for me. Instantly, my computer sped right up, and the problems were solved. I have since tried to reach the store manager at Best Buy several times, including through the mail.

Kim of Elmont, NY May 6, 2009

In January 2009 I purchased a HP computer bundle from Best Buy. I paid for their 2nd level extended warranty and left my computer to be loaded and backed up on discs. In the beginning i noticed the computer moving very slow for a brand new computer with lots of memory. I called Best Buy and was told it had to be my server FIOS. Within a month it sporadically froze. This got more and more frequent.

In May i took it back to Best Buy as I had an extended warranty. I was told automatically that all my problems were because I had Limewire on my computer. I was very surprised to learn this since it was on my very old computer before this one with no problem. I was told that this was not a problem covered by my very expnsive warranty and was a soft ware problem. I had to pay to have all my files backed up and also pay to have the repair. Totaly over 250. They had the computer for almost a week.

When I got it home and the discs were loaded on, I noticed most of my photos and music was not on the computer, I again called Best Buy and was told to bring the discs back. When the discs were returned I was told that everything that wasn't there was corrupted . Why would I pay to have everything backed up and get nothing? I was never told this was even a possibility. I would have backed up my files myself for free. Now i have my very expensive HP computer minus music and minus photos and no limewire.

The very next day the computer freezes again. At this point I feel I should get a replacement computer. There was evidently something wrong with this computer from the start. Best Buys return policy makes no sense for the type of products they sell. I should not have to keep a faulty computer that I spent over 1000 for when it is determined to not be working properly before even 3 mos is up. I think the GEEK squad is a rip off and I was charged for absolutely nothing.

coleman of haltom city, TX May 6, 2009

I can not get my tv set fixed after I bought a in house repair policy, For a month they have tried to fix it but always are sent the wrong parts so I have done with out a set for this long.

Mary of Lexington, KY April 28, 2009

I bought a plazma tv,receiver,small flat screen tv, lg.flat screen tv, 7 speakers for the receiver and paid for installation plus paid for extra on plazma tv to have them fine tune the tv. I paid over 6000.00 for all this. It has been a night mare. no one will listen when I called corp. offices or local store. They delivered the equipment what I could not carry. First appt. with the geek squad the guy did not know how to hook all the equipment. He left 2 times that day and came back doing out calls in between.I waited an extra week on the install to get a full day from them to get the install done in one day. I was told he would be back the next day 1:00pm, he called had to do another job, called at 5pm said he could come by in a hour. It was mothers day and we had plans. Scheduled for Wed that week (i took off work) he did not show. I could not reach anyone by phone.

They returned call 3 days later. Rescheduled again, Did not show, no call. I called left them my number, got a call 8 days later from them they came out SOMETIME THE NEXT week but unable to finish the install. Main TV and receiver still not working. I work alot of hours, had a death in family and was not able to pursue calling them every day, needless to say this went on 2 months they finanally showed up after I started calling them again everyday.

They came one evening on a work night and was here until after 12:am. I had gone to bed and they had to get me up to explain how the system basically work. They assured me they would come back and finish a couple of things and bring things they didn't have with them. I could never get them to finish the job, I called the manager and told him I was going to get an attorney if they didn't come back promptly. They were to call me that week ..no call.

Several months later I paid another local company around 450.00 to finish the job. ABsolutely a night mare! I WOULD NEVER BUY FROM THEM AGAIN AND I TELL ANYONE WHO WILL LISTEN. THE WORST EXPERIENCE I HAVE EVER HAD. I had a quote it cost me over 1000.00 more, still don't know why manager was not reasonalable to talk, kept saying installer said nothing was wrong. They damaged my hardwood floors that I have to live with.

Rad of Chicago, IL April 17, 2009

I contacted Best Buy customer service on March 18, 2009 to report a problem with the Panasonic Plasma TV I purchased on January 17, 2008. A Geek Squad technician was dispatched to diagnose the problem on March 21st. After a diagnosis, he determined that a major component had to be ordered and replaced. After two weeks and many failed inquiries on the status of the ordered part, the technician returned on April 3rd. He then informed me that another large component had to be replaced and that the repair can only be done at the service center. He also told me that someone from Best Buy will contact me to pick up the TV. More than two weeks passed since he told me that Best Buy will contact me. My wait continues.

In the mean time, Ive contacted customer service numerous times and spoken to two different supervisors and a few Geek Squad agents. One of the supervisors agreed to submit a replacement request and assured me that I will be contacted with the decision. I am still waiting. Soon itll be a month since I first contacted Best Buy with this problem and more than a month without a working TV. During this ordeal, while dealing with customer service, Ive spent a lot of time being on hold and explaining my problem to every agent that was connected to me.

Furthermore, because of the distance from work to home, I was forced to take a couple of hours from work to meet the technician on April 3rd. This episode has also cost me two months of subscription fees to Netflix and DirecTV. I wouldve suspended both the accounts had I had known the repair would take this long. Everytime I talked to a Best Buy agent, after apologizing profusely, he/she assured me it will be repaired very soon.

In April 2008, the FCC fined Best Buy 280,000 for failing to alert customers about the digital conversion (Los Angeles Times, April 11, 2008.) In March 2009, a class action suit was filed against Best Buy in U.S. District Court for allegedly violating its Price Match policy in NY State. Two former Best Buy employees claimed the retailer had an undisclosed Anti-Price Matching Policy and encouraged employees in part through training and financial bonuses to deny price match requests (HD Guru 3/21/09). It is evident that Best Buy engages in unfair and unethical practices. I believe theyve deployed delay tactics on me hoping to avoid repair/replacement costs. Decide for yourself whether you want to patronize a company like this.

Trisha of Eden Prairie, MN April 14, 2009

Jan 2009 Geek Squad said that the desktop HP would not start due to software issues, 200 to perform diagnostics and fix. Worked only if you never turned it off. Returned to store in March and diagnosis was now the Motherboard. Received back today and it will not even turn on at home although we tested it in the store and it did work. Now we are told to bring back along with all peripheral equip, monitor, keyboard and mouse.

Second issue is the AAA 20% off Coupon for REPAIRS, brought into the store, was not honored for the Motherboard repair. Nicole is stating that this is due to the fact that it is a part which is not sold in the local store and therefore cannot be discounted. It sounds like the consumers are being held accountable for third party vendor contract arrangements.

Right now I am out 350 and still do not have a functioning computer.

Back to the top |