Geek Squad - Best Buy

Appointment available was not convenient, over priced services by this company. After getting quote, they try to add more expenses. Got another quote that was cheaper and tech stated that other states expenses were not necessary.

I was supposed to have this tv delivered and installed yesterday. Unfortunately, I locked myself out of my house. I will give a 2nd review when it is installed, but the guys DID come out and WERE on time. AND were totally wonderful! Sterling Shelby was the driver, and I neglected to get the other fellow's name, but the other fellow lent me his jacket so I wouldn't be cold while locked out. Thanks guys!

Initially was going to use a referral of the builder who recommended another company, but after trying to do business with them, decided to use a large company like Best Buy for my home theatre needs. The store sales staff seems somewhat unknowledgable when it comes to key questions about installation and what brands are different others. The selection is also very limited, but they can however special order a brand that you want. I dealt with Angel Perez for my in-home consultation and he was very professional. However, from the time you actually order to the time you actually recieve installation could be several weeks. Then when you actually get your installation day, the products were not what I ordered and made the installers go get the correct product so I could finish it all in one day. I was unable to get my outside rock speakers installed, because the stereo system was unable to accommodate that for install. Trying to get a refund for it has been next to impossible and the person at the store seems to never follow up or care for any of my request. So I guess that's the pro's and con's of a big company. Although I'm sure they'll end up taking care of the refund issue, the timing is more than what I consider to be tolerable. Also, the installers smoked cigarettes in front of my house, which I believe was inappropriate. However, end result (of what I paid for) was excellent.

I was referred to numerous companies by my hard drive manufacturer, including Best Buy Geek Squad, so I first went in only to ask questions about Data Recovery for a failed external hard drive, to get details such as procedures and pricing. After being provided the information & discussing it at length with the Geek Squad agent, I decided that I would do the procedure with them once I had my replacement drive. About a week later, I went back with both my defective and replacement hard drives. This time, I spoke to two different Geek Squad agents separately, who both provided the exact same details and pricing structure as the first agent the week before. So in all, 3 different agents all provided the same information regarding "data recovery" for my failed hard drive. They confirmed the issue that it couldn't be connected, and one agent specifically said "since it won't connect, we will have to completely dismantle the hard drive to access the data." I was pleasantly surprised that their price was significantly lower than other companies I had checked with, and I said this to the agents, stating that I thought it would cost a lot more, and have to be sent out somewhere special. One agent replied "no, we can do it here, and it's not that much" and again gave me the two pricing options, depending on how much data was on the drive. Numerous times, all three agents all stated the job they would be doing was "data recovery", and I used those words at least 3 or 4 dozen times minimum. When the agent typed up the work order, he typed "data backup" in one field, and I questioned him on that, saying "I don't need a backup, I need data recovery on a failed drive"... he said "it's okay, it's the same thing... I can change that word to recovery if you want." I said "as long as you are actually 'doing' recovery! He said "yes of course, data recovery!" After they insisted that they were in fact doing "data recovery" and that the pricing was correct for data recovery, and told me it would take 2-3 days to complete it, and stated that if for some reason they were unable to retrieve my data, I would receive a full refund, I agreed to the procedure and pre-paid for the services and left.The next day, they called me to come pick up my hard drives, saying that they were unable to "backup my data using their transfer cable." I was stunned since all three agents had discussed with me the issue that the hard drive was not recognizable via cable connections, that it would need to be dismantled for true data recovery, and that one agent noted in the paperwork that it wouldn't connect via cables and that it needed to be dismantled. So I didn't understand why they only attempted via a transfer cable.When I got to the store, I was upset because it was obvious to me that they did not attempt a true "data recovery" because that is not done using transfer cables. At customer service, a young girl (not a Geek Squad agent) was helping me with the pick up and refund. I explained that I was confused because it was already known that it would not work using a transfer cable, that it needed the true data recovery, and didn't understand why they didn't do the data recovery. She stated they don't do data recovery in store, that would have to be sent to the service center and it's "much more expensive." I said "that's strange, because I was told by 3 agents that the job they were doing IS data recovery, and at this price!" She said nothing further, except to process my refund. I was upset because we had discussed this at length with the 3 GS agents, and nobody had ever mentioned sending my drive out, or any other costs or prices... they told me they were completing a data recovery, pure & simple. We asked to speak to a manager, because I wanted them to be aware that their employees were giving out very misleading and incorrect information, and making promises they couldn't keep. We waited for at least 15-20 minutes, having the girl pointing or motioning at one specific guy a few times saying "he" would be right over when he was done with his customer, then watching that guy continue to take more customers, we got angrier, only to learn that he wasn't the manager... not sure why she kept motioning to him. We finally got fed up waiting over 20 minutes, and left. Once home, I lfound information on the Geek Squad website, and learned that all the information & pricing they quoted & charged me was ONLY for "data BACKUP & transfer services" and NOT for data recovery! Their own agents apparently don't know the difference between these very different services! I sent Best Buy an email about the extremely negative experience, and wrote on their Facebook wall. A Geek Squad employee responded shortly after thru Facebook, and asked me to email him more details. Via email conversations, he claimed the agents in store had done the first basic steps in the recovery process, but the next steps would be to send it to the service center and involve higher costs, and he apologized that there was some 'miscommunication' in the procedures & pricing. I explained that it was not just miscommunication, the agents lied and offered a service they couldn't perform & quoted a price for the wrong service, because they claimed they were doing data recovery, not just a basic 1st step in a long process, or that further steps could or would need to be done or that any other costs could be involved. I actually expected Best Buy to do something to make up for this terrible situation, and was surprised that nothing was offered, so I finally asked if they would take responsibility for numerous employees & their errors and offer to do the correct job for the price I was quoted. The agent stated very clearly that would not happen, but he would pass on the issues to the store for re-training in communication. I explained that re-training obviously & desperately needs to happen, but that didn't help me in the least, but it became clear from our conversation that Best Buy did not care and would not take responsibility for their employees wrong actions. I also received my defective hard drive back in a couple of pieces, including numerous random loose screws, because they had removed the actual hard drive from the plastic outer casing. Apparently to the in-store agents, 'completely dismantling' means simply removing the drive from the outer case... to me, 'completely dismantling' means something entirely different, taking the drive totally apart, using special tools, etc, to gain access to the data. The fact is, 3 different agents, at different times, all offered "data recovery" at a quoted price, when in fact the only service they could provide was backup, which was useless to me! I wasted quite a bit of time, gas back & forth to the store, as well as two different credit card holds... one on this purchase, which was refunded but still takes time to be removed from the account... and two, I had to put a credit card hold in order to receive the replacement hard drive in advance of returning the defective one to the manufacturer, just so I'd have someplace to put the recovered data! In the end, none of that was needed, because Best Buy/Geek Squad in the store could not provide the services they offered & promised me. They provided me with false & misleading information, lied to me, tied up my time & money, wasted gas, never provided the service I needed, and made me lose complete faith in the in-store Geek Squad agents. I don't believe they have the knowledge or training to complete the tasks they are promising customers, I don't believe they thought they were giving wrong information, they really think backup & recovery are the same thing, which scares me since they do so much repair & install work! Based on this experience and the way it was handled during and after the fact, I will never use Geek Squad services again, and will avoid shopping at Best Buy at all costs, because they don't take responsibility for their mistakes and don't care about their customers! I will also recommend to everyone I know that they not use Geek Squad services in the future!

The technicians arrived promptly at the scheduled time. My daughter described their overall performance in one word, "awesome". The TV was wall mounted, with electrical and signal cables hidden in a paintable tray. All connections were made to the new Blue Ray-3D DVD player and the Cable HD receiver and then all components adjusted for optimum picture. She and I are both very happy. Thank you.

I have heard many negative things about the Geek Squad, but our experience was very positive. Our rep, Mike, was great and very helpful. We are seniors and he told us about a remote that they sell that can combine all your remotes into one unit (they program it and computorize it to your components) so that was an extra expense but well worth it. The Geek Squad does not work on commission so that is another positive. He spent a good amount of time hooking up all of our components and hiding wires (boy did we have a lot of wires) and made sure all units worked after he was done.

A big problem with them was the scheduling. At one point, they gave me a phone number that I could call on for help, and the phone number was that of another division that didn’t have any knowledge of what was going on out here. They then finally realized that I should have been given the number of the store instead of the other number that they gave me. I managed to get the names of a couple of guys that the people at the store recommended. I requested the Geek Squad to get those guys to come. Instead, they scheduled somebody else, and so I had a fight with them about that. They charged me when they shouldn’t have. It took about 6 months to get this TV and the sound system working correctly. Their price seemed okay but there was a lot left to be desired from them. I wouldn’t use their services again.

They were nice guys. I had three remotes and they cut it down to two. They were just mediocre and expensive.

My laptop was under warranty with them. I took it in for a video issue. They told me two weeks until repair. EIGHT WEEKS LATER still no laptop. Calls were routinely dropped or I was left on hold for HOURS (literally.) I use my laptop for business and I travel for that business a lot. It was beyond inconvenient. No on I spoke to on the phone or in person seemed to care. They made me feel I was a burden to them by holding them accountable. (I guess I was actually.) The laptop was eventually repaired, but the process was intolerable. I will never by a computer from Best Buy again, and I will NEVER use Geek Squad again for anything.

This is our first experience with Best Buy's Geek Squad, but if Ray and his partner (I'm awful with names; was with the kids when I was teaching) are typical, I would not hesitate to trust the computer to the store's computer geeks.

For being geeks, these guys are inept. I took my laptop in and that went fairly well...though a bit disconcerting when I went to pick it up and they wanted me to listen to a new person so they could see if she was capable of explaining the situation to me! Then, I had made an appointment for them to conduct home service setting up my network........While trying to get it set up, they disconnected me. The second call in they were having trouble with their system but got me scheduled for this morning. I was to have them here at 11:30. They did not show and at noon I called. They had trouble finding my work order. Then they said the tech had called in sick and left me a detailed message. I said, no he did not. She read the phone number he called me at and it had the incorrect area code and incorrect prefix! How could he have left ME a message. This geek could not figure out a non local number without my name on it???? Plus, They also had my HOME number! I have been on hold now for 15 min

The gentleman that was sent to my house was very punctual and quite nice. The Geek Squad did not wind up doing work for me, however, because I was told by the company where I bought my laptop they would provide a wide variety of services that were far more extensive than just encrypting my router. I wound up returning my laptop so they did not wind up having to do work for me. I was billed for their services anyway. This was an issue when I took it up with the company where I purchased my computer and the matter got settled. I would not recommend this company to others because I do not like doing that in the first place. Their services are average, I would say. I would really just not think about the entire situation because it was a traumatic ordeal that I want to forget about.

I use Geek Squad whenever my computer needs any kind of repairs or services. They have always been great with everything. Their pricing is rather fair as well. They performed the upgrade while I was standing right there. It only took about 30 min. I feel it may have taken less time, but, the worker and I was chit chatting so much. He was a very nice and intelligent man who actually was able to teach me a thing or two about computers. I enjoy the staff there very much and will definitely use them again. I believe they charge about $60 dollars an hour so the maintenance was rather cheap. I did have to pay for the software though.