Geek Squad - Best Buy

We bought a dishwasher with Best Buy's extended warranty in November 2011. They first serviced it April 1, 2014 because the detergent dispenser no longer opened. Everything else worked. When the technician was finished, the dishwasher did not work at all. It's now May 6, and they've been here four times. The unit still does not work at all. They tell us that parts are on back order (Samsung says the parts for out model are easily available). When they parts finally do come, they turn out to be defective. The tech rep was last here on April 15, and we're still waiting for the latest part. When we call the, we get tossed back and forth from Best Buy to their technician (Video Tech) to their insurer (AIG), and everyone assures us that our part will arrive tomorrow, and then tomorrow, and then tomorrow, and then tomorrow....

Their services were very good. They were very knowledgeable, comparable, courteous and friendly. They were professional in the services. They were right on top of it. The price was reasonable.

I went in to have my computer repaired. They had to reset my password. They were very good. I would highly recommend them.

Very impressed with the customer service skills of these two young men. One of them confirmed that they would reduce the Best Buy price to match the sale price at a store nearby. In the end we bought two televisions and paid to have a Geek Squad employee come to our house to recommend best placement and mounting options.

When I first brought in my computer (Aug. 15th, 2008), I ordered the Diagnostic only ($69.99 according to their website). I was called two days later and told that my computer was ready to be picked up. I went, waited approx. 45 minutes in their line, and then told that my computer was not ready to be picked up. They had not diagnosed the problem, but they knew it was "a hardware issue." They then told me they could try to get my data off of the computer for $249. A couple days later I was again told that my computer was ready to be picked up. After waiting again in the long line, the "Agent" told me that they needed me to bring in an external hard drive onto which they could back up the data. Of course, I was upset for not having been told this on the phone so I could have saved myself the trip. I went back and brought a new hard drive (I tested it at home first to make sure it worked). After two weeks of not hearing from them, I called to check on the status and they told me it was ready. However, my husband also called from his work and they told him it wasn't ready. When I called for clarification they told me that it wasn't ready and that the hard drive I brought in was broken and that I could purchase a new one there. I refused--after all, the hard drive I brought in was brand new and working when I brought it in. They told me they would keep trying and call me with an update the next day. They didn't. Another two weeks passed and I called back, they told me my computer was ready for pick up. I never received a phone earlier. When I picked up my computer and looked at the data they recovered it did not include any of the files I had asked for. In fact, it only contained 12MB of junk. My husband called and he was told he could bring it back--that someone had made a mistake and not completed the backup. At this point, a new "Agent" told us he was personally going to back up the data and that we would have everything resolved the next day. He also told us he would call us. AGAIN, we never received a call from Geek Squad. After two weeks we called again, complained again about the situation and demanded our money back. The "Agent" we spoke to told us he would put the data on DVDs, but that it would take a week to do. It was now 2 & 1/2 months since we dropped our computer off the first time. We returned to the store today ready to demand our computer and money back. They gave us our computer and 12 DVDs with the data. Again, we never once received a call with the status of our computer throughout this whole ordeal--despite many promises to do so. We had to make over 6 trips to the store and stood in long lines (always over a 30-minute wait at least). Our computer is still not fixed, but we do have data now. We intend to take our computer elsewhere for repair. Throughout, the customer service was terrible, often waiting on hold only to be hung up on. NEVER working with them again!