Geek Squad - Best Buy

In January of 2024, I brought in my laptop for a cracked screen repair. They were able to repair the screen in about 2 weeks but when it was returned the keyboard no longer functioned. I brought it back in and they sent it out again. I did not hear anything about it for a few weeks and reached out. I was told one or more parts were on back order and that I would be notified if anything changed. I received one more following email a week later saying the same thing. I did not hear back from them after that. My laptop manufacturer reached out to me for further assistance but never heard about where my laptop was or when I would be receiving it back from Geek Squad and had to reach out to them again. Finally, 6 months later I have a working laptop after my computers manufacturer fixed it but very disappointed on how Geek Squad handled this situation.

They are fine. They are much faster than some other companies. They are not as really as backed up.

They did an excellent job. They were friendly, kept me informed, gave me an estimate upfront and did a really good job. I will use them again in the future.

I got a new computer and they helped me install a wireless printer into the computer. They had to download software from the internet before installing the printer. I talked to the gentleman at the end of the session for about four or five minutes. He was very helpful, professional, and friendly.

Why are we so frustrated? We scheduled the installation for a few days later, and the install guy showed up as expected. However, the next day, we discovered that the install guy: * left cables laying all across our stored items in attic (which we have walk-in access to and actually do use frequently) * installed the dish in the least discreet place possible (clearly the easiest place to put it but does not meet my satisfaction as it is front/center view (may as well be attached to the top of the stairwell where you have to walk around it, and certainly does not meet our HOA code) * left sheet rock crumbles all over our hardwood floors/baseboards (I would have gladly loaned him a dust-buster had I known he needed it) * left wires stretched and strewn across our office bookcase (still dangling as I don't know what goes with what) * and provided us with zero training on how to use the system. When I called the tel# he left for us to reach him on the brochure just in case, he admitted to 'forgetting' to tack the wires out of the way and clean up, but then had the nerve to ask me to call him the next day to remind him to come back to fix what he had missed, but he'd "have to ask his manager how much more they'd have to charge us" to move the dish (he already charged us an EXTRA $180 to get the satellite and receivers we signed up for actually installed - in addition to what we had paid to Best Buy). And he said NO, we could only have 1 of the nice charts of the channel listings we weren't used to yet (despite having 3 rooms where 3 receivers were installed). So despite my anger, I did call to remind him to come over the next afternoon and found out that it would be at least another $100 for him to move the dish and we'd be stuck with and liable for the holes in our roof that he made by installing it in the first place. He also informed me he couldn't make it over until after 8:30pm, which with small children wouldn't work for us (not to mention I can't imagine how easy or safe it would be to move a satellite attached to a roof in the dark). We never heard back from him, so the next day, I called their main#, got voicemail, asked for manager to call; we are still waiting a call back 2 months later. After no response from the installer, on the morning of 12/31/10, I decided to contact the # listed on our Best Buy invoice for resolution hoping they could just get this fixed so we could move on (I assume the install guy was a subcontractor to Best Buy - the invoice says 'for problem resolution call this #'). I spent over 45 minutes on the phone with customer service calmly explaining my concerns and even emailed photos of the issues while we were on the phone; he apparently escalated to their manager (code red?) to appease us, but even now we are still awaiting their 'manager' to contact us to resolve. So I finally gave up and contacted Direct TV. They said they were sorry, but since we signed up through Best Buy, they would have to charge us for a visit to fix what their installation company didn't do. Furthermore, since the 2 additional receivers we received from Best Buy did NOT have the pause/play live TV feature on them as we thought they would have (which would have been discovered had we had training the day of install), they said they would usually exchange at no cost since it was a frequent mistake and inside 14 days, but Direct TV just couldn't help us since we went through Best Buy. They took the details of my complaints / who the install crew was, and suggested I spend even more time sorting out my frustrations with Best Buy, which also hasn't helped. It's now been more than 2 months plus many hours of phone conversations later. I'm exhausted by this experience and still don't have anything resolved. At this rate, our 3 month bonus trial of channels/packages will end before we actually get full use out of it - and our 4 year old may just graduate from High School. And who knows when we'll ever be able to walk through our attic again or walk into our backyard without being absolutely furious for the disgusting location of the dish - a total sore thumb in what was once our backyard oasis escape (very recently we invested $75K+ in building a pool and making our backyard a place we love to be). Note to the wary - don't give in to the temptations of purchasing your subscriptions through Best Buy that you can otherwise get directly from the service provider no matter what special 'bonus' offers they entice you with, as you'll very likely forfeit any and every opportunity for proper service and be stuck with finger pointing and a long-term contract you can't get out of without expensive repercussions and immense frustration.

It took a longer time to get service than I would have expected (I waited 30 minutes for someone at the store to get to me), and I thought the price was breath-takingly high. However, when I checked with two other HTIB installers, the pricing wasn't that far off. The work was scheduled for a Sunday (no overtime premium, which was a pleasant surprise), and the two technicians came on time, and finished up work in about 3 hours (which would equate to about $150/hr, which is again pretty high). The techs did a good job of hanging the speakers, balanced the system, and provided rudimentary training, but had to come back to re-plug in a DVD HDMI plug they had knocked lose. Not a big deal. Overall, they did a pretty good job.

We wanted one with an ice maker, auto defrost and all the extras. There was no high pressure sales pitch, and the personnel were very friendly and helpful.