Geek Squad Review: Quality Service Or Total Ripoff?

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Geek Squad logoYou grab your laptop to browse the web and realize it won’t boot up. You’ve got it hooked to the charger, and yet nothing happens. Great, something’s broken. Now you need to find someone to fix it. Should you go to Geek Squad at Best Buy or should you go elsewhere? Let’s dissect Geek Squad and see if they’ll fix your device, set up your equipment or cause you more pain.

View Geek Squad’s Plans

Prices

Geek Squad prices vary based on the service you request, so you’ll have to contact them directly to get an exact idea of cost. Here are some popular services and their nonmember cost (member prices are in parenthesis and some are included with member benefits):

  • Computer & Tablet Services:
    • Level 1 data recovery – $199.99 (included)
    • PC virus removal – $149.99 (included)
    • Data transfer & data backup – $99.99 (included)
  • Car Services:
    • Remote start install – Up to $189.99 (included)
    • Backup camera and sensor install – Up to $129.99 (included)
    • In-dash stereo or navigation install – Up to $99.99 (included)
  • Smart Home Services:
    • Home WiFi setup – $99.99 ($49.99)
    • WiFi camera install – Starting at $99.99 ($49.99)
    • Smart doorbell install – $99.99 ($49.99)
  • Appliance Services:
    • Dishwasher install – Up to $24.99 ($49.99)
    • Over-the-range microwave install – Up to $179.99 ($49.99)
    • Gas range install – Up to $179.99 ($49.99)
  • Home Theater Services:
    • TV connect – $149.99 ($49.99)
    • TV mounting – Starting at $129.99 ($49.99)
    • Basic audio setup – $129.99 ($49.99)

Geek Squad Protection Plan

GeekSquad Protection Plan covers computers, tablets, eReaders, TVs, drones and more. It is meant to offer you coverage after the warranty period ends on your equipment. You can extend that warranty for up to 5 years on items purchased at Best Buy.

 Accidental Damage from Handling PlanStandard
Protection Plan
Accidental Damage from HandlingCheckmark green
Hard Drive Failure CoverageCheckmark greenCheckmark green
Normal Wear and TearCheckmark greenCheckmark green
Power Surge RepairCheckmark greenCheckmark green
One-Time Battery ReplacementCheckmark greenCheckmark green
Normal Wear & Tear Plus DefectsCheckmark greenCheckmark green
Pixel Repair and Burn-In CoverageCheckmark greenCheckmark green
Full Parts and LaborCheckmark greenCheckmark green

Geek Squad Total Tech Support

For $199.99 per year, you can purchase Best Buy Total Tech Support to cover all your devices regardless of where or when you bought them. Membership features include the following:

  • Agents available 24/7
  • $49.99 for each standard in-home service (e.g., TV mounting, WiFi setup, etc.)
  • 20% off Geek Squad Protection and AppleCare
  • 20% off repairs and advanced services
  • Internet security software for up to 3 devices
  • Computer and car services for no additional cost

Customer Service Reviews

GeekSquad is an interesting service to review. Finding 5-star reviews is more rare than we’d like to see.

Positive Reviews

Excellent customer service and very knowledgeable staff! Highly recommend Geek Squad! – Wendi, Trust Pilot 11/8/2018

First time trying Geek Squad here in Redding for WIFI issues and a couple of other related things. Tech was set up for Monday and was called and reminded Sunday before . He called 20 minutes before arrival which was appreciated (instead of just showing up ) . Very courteous , professional  and put on shoe covers before entering the house ( what a surprise! ). Tech new what he was doing and reset the WIFI , checked all devises connected to it and all is good. Don’t know about the numerous neg. reviews I see here on Yelp but I’m happy with service and price. Will use them again. Thank you Geeks! – Dan M., Yelp 6/4/2018

Negative Reviews

Don’t waste your money. Tried 3 times to use them. Once for my laptop, once for my tablet and the last time to help with a new TV setup. On all occasions failed to resolve over the phone. The tablet I had to take in 3 times and it was still not fixed (attachments to email not opening). They had my tablet for over a week and never repaired it. My laptop had to be brought in twice before it was finally repaired and my TV was too large to bring in and they could not support me over the phone. I now have to pay to have them come out a second time as they did not complete the set up the first time. About all they can help you do is turn on your device. And don’t get me started on phone wait times which are ridiculous. Membership is a total waste of money!!!!! – Jane H., Trust Pilot 11/26/2018

I used Geek Squad to move files and software to a new computer to save me the trouble of doing it.  I spent $80 for this.  They took 4 days to assign it to a technician and accomplish the transfer.  They failed to move music and didn’t install some software properly (e.g. Dropbox). I still had to spend the better part of a day re-arranging things and installing things they didn’t install.  And I still need to re-load all my music CDs.  Basically a waste of $$$. – Lawrence W., Yelp 10/7/2018

Geek Squad Scam

In this news segment, Geek Squad tech support is given kudos at one location while the next gets a big thumbs down. Find out what Geek Squad did to scam this consumer.

A previous Geek Squad employee confessed the following: “Employees are taught situational tactics to extract as much money as possible from a potential customer. If an individual had a small software issue that could simply be resolved, then we were taught to charge $200.” This doesn’t give us the most positive impression of Geek Squad’s service, but it’s only one former employee’s story.

Is Geek Squad Worth It?

View Geek Squad’s Plans

Ultimately it’s up to you whether you want to use Geek Squad or another computer repair service. You could check in with local friends (maybe ask on Facebook) to see if they’ve had any experiences you could learn from since the service will be from local providers. If you hear good reviews for your local branch and you need help, then go for it!

Have you had an experience with Geek Squad?

Disclaimer: This website contains reviews, opinions and information regarding products and services manufactured or provided by third parties. We are not responsible in any way for such products and services, and nothing contained here should be construed as a guarantee of the functionality, utility, safety or reliability of any product or services reviewed or discussed. Please follow the directions provided by the manufacturer or service provider when using any product or service reviewed or discussed on this website.

Kimberly researches everything before she buys. She wants to make sure she is getting the best bang for her buck by purchasing the best product/service, which is why she loves her work. She has a degree in Multimedia Journalism and has been researching and writing professionally since 2013 to help consumers make more educated decisions.

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Marci Sonneborn
I used Geek Squad in Dewitt, NY to copy an aging drive. I bought the new 4TB drive there and then needed to go in again because only the music (not work files) copied successfully. They copied it again at no additional charge (which I expected) with a white glove inspection afterwards which solved that part of the problem. Then we needed to figure out why my computer was not accepting the new drive. I called Geek Squad again and Tim in Dewitt said he knew what I needed to do and to bring it in. (By that point all of the Geek Squad personnel knew my name.) I had paid for the drive and for copying it, but Tim fixed it after we brought it back with no additional charge and advised us about a few additional things to do to increase performance. Their service overall was excellent, and the technicians are personable, patient and courteous.

Many of their customers are older and do not know how to do basic maintenance on their systems. Over my 3 days back and forth on problem-solving, I saw many customer interactions and found the personnel to all be courteous, patient and knowledgeable (for EVERY customer).

I read a couple of Geek Squad reviews from other locations around the country and they were not very good. That said, I enthusiastically endorse and praise the Dewitt, NY Geek Squad crew as they DO provide value as well as good customer experience. The only suggestion I have is to provide seating in the waiting line/area for those without appointments.
Thank you Tim and the tech crew at Best Buy’s Dewitt, NY Geek Squad!

Littlejoe
Don’t Purchase or use Best Buys and Geek Squad: Money drain and low service professional, spoke with Jamaya, James and their supervisor Wynn refused to talk. Have had issues since installation and they pushed off dates and visits until out of warranty. They also say while you didn’t buy services for other components. Suggest to use other online electronic purchases than Best Buys, much better.
Lindsay
Complete rip off. They sent me a broken phone as a replacement and when I wanted a different one they said that they couldn’t send me a new one until they received the faulty one back (instead of just sending it and charging my credit card as they had in the past) which would leave me without a phone for 10-14 days. I tried to reason with them that I wouldn’t be in this position had they not sent me a faulty phone but they would do nothing to go good on their error. I had been a loyal customer for 3 years and as soon as I needed help they screwed me over.
Don Lancette
The call up service is ridiculous, they push you to the online support and then you sit for endless hours. I sat twice waiting for online support to come on and fix my computer. It is not worth the money
frankie
Ripoff.Scammers,liars.Wast of money:For over a year our Sony 55 flat screen has never worked right they have been out over 7 times and they tell is it’s fixed or nothing wrong with the tv.No sound some times or no pic,dose not connect with wifi dose not up date any apps tell them we what the supervisor nothing happens.Pinellas country best buy SUCKS stay away…
Kayren
Like any large entity, the quality you will receive will vary, i will say that if you need PC support skip going into the store the in-home PC Agents are at a entirely higher skillset than the in-store precient agents and highly recommend you go that route.

If you use in-home services make sure you are getting a Geek Squad agent and not a contracted 3rd party, their 3rd party partners are a disaster.

Johnny
Geek Squad/ Best Buy?/ Dell – I had to send a 6-month-old Dell XPS 8900 to the repair facility twice after 4 Geek Squad sessions could not fix blue screen issues. The machine spent a grand total of 2 hrs at the repair facility and is now being shipped back to the Best Buy store.This makes no sense as the Geek Squad agent I spoke with just told me there were parts that had to be ordered.
rozain
Geek Squad at Laurel, MD – a bunch of liars who have no clue what they are doing.
Annemi
DON’T BUY IT, IS A RIPOFF!. I bought an HP laptop from Best Buy in 2015 and bought the extended warranty from Geek Squad for 2 years. The laptop suddenly overheated a few days ago for no reason and it is now unable to start, it only displays an error message when starting. From a test I could perform on the laptop it looks like the hard drive is damaged, I called the Geek Squad phone number and they said that I’m still covered for 3 more months and that I can bring in the laptop for repair. I brought the laptop to the Geek Squad and they performed a diagnostic and called me and said that because the laptop has two scratches on the sides that maybe that started the hardware problem. I told them that the scratches occurred months ago and the laptop was working fine until it suddenly overheated. It is obvious that the scratches have nothing to do with the hardware failure. But they voided the warranty because of that and now they wont repair the laptop under warranty.
J Rich
Total ripoff! After they “tuned up” my PC my email didn’t work and they could not fix it. I told them to do a system restore because it was taking hours for them to try to set it up again. They wouldn’t do it as I would lose data? I disconnected, did a system restore and email functioned as expected. Took 10 minutes. My PC was worse off than before. To top it off they could not even provide a receipt even though they could “see” the receipt and could not print it at a store or email it? Huge pain in the a**!! Go local if you need support.
T Engelke
We had an out of warranty repair and approcahed the Geek Squad at the local Car Phone Warehouse in Warrington. We asked for the expensive ‘all inclusive’ repair and was talked out of it by the Rep. The phone took nearly a month to come back from repair and it was still faulty with one of the faults we highlighted at the first. Store sent it back for second repair. When the phone returned to the store it was lacking the Sim and SD Card holders. Back for third repair. What amazes me are the following: 1) Each repair was documented with a certified ‘test’ before the phone was returned to the store (but each time the phone was faulty). 2) Their telephone support calls costs at least 7p per min and takes at least 8 mins for the call to be answered by a human. We had to call the store and the repair centre as they nevery called us or to send us a text or e-mail undating us as to the repair status, which is part of their advertised contract of service. 3) The log showed that the phone was totally exchanged for a ‘new’ refubished phone during the second repair; but how can that be if there was no Sim/SD card holders to allow the phone to be tested? 4) the store has a physical fault with their phone line which stops numerous incomming calls from ringing. 5) We has logged a complaint both on line and at the store and have had no conversation with anyone from their company so far to date. How can a company like this operate and offer value for money? Where is their ‘GoodWill’ for the customers who pay for their business to stay in business? At present we shall never use this company’s services again and will highlight to everyone we meet who has a mobile phone repair to stay as far away from The Geek Squad as possible as they appear, at least from out experience, unable to offer a quality of service which they offer in writting both in store and on line. Waste of our time and money as we now have had to pay at least £10 in phopne calls due to them not keeping us updated. We recomend to stay on the other side of the street instead of using their service.
Steve
My wife’s Asus laptop screen started flickering 4 days before the warranty was up. This was the only stroke of luck in the whole scenario that follows. Checked the device in on December 12, 2016. The squad sent it to their crack facility in Kentucky where they repaired the screen then prior to packaging obviously dropped the unit on its corner from a considerable height given the damage that the unit had (I have detailed pictures showing the damage). We took it back to the squad and they apologized for the damage and tried to pawn it off on shipping. The box it arrived in was not damaged at all, again (I have detailed pictures). I demanded they give me a new computer based on the shock the laptop must have had at their hands. They said their hands were tied and would have to send it for escalation to determine what they could do. They decided to replace the whole bottom case as well as the keyboard and DVD drive. We picked up the unit and took it home. I turned it on and started checking things out when I noticed that the touch pad was misaligned and was catching on the edge of the housing. It also had gouges on the side like someone tried to pry the mouse pad into place (again pictures). The screen did not close evenly as well. These things alone were enough to make the manager of the store wonder how hard it was dropped to cause these types of problems. The Geek Squad person I was dealing with also agreed that the damage must be beyond just cosmetic.

I asked for an exchange for a computer that wasn’t damaged. We sent it off for the third time with the hopes that the e-mail the squad rep sent, in addition to the 2nd escalation, would describe the probability that the unit may have more internal issues than Kentucky was willing to admit to. I walked into the store yesterday to talk to the manager again and waited about 10 minutes and got a phone call from the squad in Kentucky acting like they were going to help convey my concerns to a higher authority. This was proven to be BS when the same person called from Kentucky to say they replaced the mouse pad bracket and keyboard again for some reason. They continued to basically read me a canned response that you would only hear from someone who does not care about customer service or doing the right thing. If I had taken the damaged computer into the Geek Squad and it needed all of the repairs that have been done to my unit so far they would surely recommend I buy a new computer, because if all these things were damaged there are probably more things wrong than are apparent.

The people at the local store agreed that my concerns were valid. The fact that the manager of the store did not come out to talk face to face and had a specialist at BS call me tells me this is just standard operating procedure. Oh by the way, I know this is a fact because I have a relative that used to work for Geek Squad and he warned me this is how it would go and this is why he quit because he was forced to tow the company line of avoiding responsibility and blow smoke when it comes to doing the right thing. I will be posting on every blog, social media site, and e-mail of all people involved. I will not stop until I get satisfaction. Hell I may even picket outside the store and print this experience up on flyers and hand them out to everyone I know. I will contact corporate about this. Guess what I have that option as a consumer as well. Is all this worth jacking me around for 2 months without a computer for my wife or does it seem like a really bad way to do business? Oh by the way, Asus will be hearing from me as well because a computer should not break after 1 year with very limited use.

Alex Schenker (Admin)
Hi Steve,

Wow, that sounds like a nightmare! So sorry you had to go through this. Hopefully others can learn from your experience. If you don’t mind, please do keep us posted as to how this finishes, and let us know when you’re up and running again with a computer. We’re curious to learn whom you decided to go with as far as computer brand and customer support company. Thanks and good luck!

Marc
First had new asus laptop harddrive fail after only 3 months. Had the geezsqad install a new SSD drive after which none of the function buttons worked. Had a new issue come up so I purchased a new HP laptop. Ask geezsqad to transfer my information to the new laptop so the function keys would work instead of just transferring the operating systems and having function key issues again. They did what they wanted and transferred the OS and now the mouse has driver conflicts and works off and on. Great job NOT geez those idiots don’t listen and here I am with mouse driver issues on a brand new laptop thx to the idoitsqad
Cathy Smith
What a disaster! We have been used Geek squad for at least 5 years. We just moved to Apollo Beach, Florida. Had a Saturday appointment for out internet and then two days later for the tv set ups. Well they totally messed this up and had me on hold for over 1 hour. Now that is not exactly what I call customer service. We have paid for the service and it wasn’t exactly the way I wanted to spend my Saturday!! Lets hope they show on Tuesday!!
Angered
I ordered a computer through geek squad on October 29th. They said I’d have it by November 17th I did not receive a tracking number or confirmation number. I called them back he told me I had his word that I’d have it the next day. Never happened I went around and around with him and I finally cancelled my order and he hung up on me. I went to my bank and filed a dispute against them. After me telling them I didn’t want the computer and to cancel it . They went ahead and billed my bank account again without my consent and have caused my account overdraft. I would advise everyone to stay away from geek squad they are the most crooked people I have ever dealt with.
anonymous user
I didn’t realize they had plans that cover your hardware too, I figured GeekSquad was just for technical support! I need this for my family!