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Geek Squad Reviews: 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

Geek Squad 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. We were able to get a little information about Geek Squad rates, which we included below.

Geek Squad Protection Plan

GeekSquad Protection covers computers, tablets, eReaders, TVs, DVD players and more. Manufacturer’s warranties only last a limited length of time. Geek Squad’s Protection Plan is meant to offer you coverage after that period ends. So, you can extend that warranty for up to 5 years on items purchased at Best Buy. It also covers accidental damage for up to 5 years. Below are the details of the two plans available.

 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 24/7 Support

You can purchase a Best Buy Geek Squad 24/7 support membership to cover up to three devices.  Membership features include the following Geek Squad services:

  • Agents available around the clock
  • Premium Internet Security Software at no extra charge
  • Unlimited virus removals
  • Unlimited computer tune-ups
  • Device set-up and connection to existing home network
  • Operating system, software and hardware installation

Geek Squad 24/7 Support Pricing

  • One years: $199.00
  • Two years: $279.00
  • Three years: $349.99

Geek Squad Customer Service Reviews

GeekSquad is an interesting service to review. 5-star reviews flood the Trust Pilot page. However, it’s the complete opposite on Consumer Affairs and Yelp, where finding anything from the past year with 5-star ratings is like finding a needle in a haystack. Trust Pilot includes responses from Geek Squad all over the site while Consumer Affairs and Yelp show no GeekSquad responses to consumer reviews. This inconsistency in business practices makes us a little suspicious of Trust Pilot and makes us wonder if those reviews might be fake, especially since many of the reviews have similar titles (e.g. Excellent Service, 5 Stars, etc.) and sound super salesy. While we cannot prove this, we suggest you take the testimonials on TrustPilot with a grain of salt. Either way, here are some reviews we came across for Geek Squad Best Buy.

Positive Geek Squad Reviews

Had to make a claim due to losing I-Phone only a few weeks after purchase. There was no quibbling about the claim, we went instore to Carphone Warehouse to make the claim, where it was dealt with very swiftly. We left the shop with replacement accessories, and the phone was delivered early next morning. An excellent service that I have never experienced before. Would rate 10 if it was possible. – Jan B., Trust Pilot UK 6/6/2016

Best thing I ever did was to sign up to the Geek Squad for the price of a couple of cups of coffee a month. They have helped with my phone, computer, laptop, and tablet both remotely over the phone and in-store. They have never failed to fix something for me in over 3 years. I can’t understand why everyone doesn’t use them! – Penny T., Trust Pilot UK 6/9/2016

Negative Geek Squad Reviews

Unprofessional, unethical and manipulative. I’ve sent my phone for a repair which is under warranty. After a month the phone was returned to me as ‘damaged beyond economic repair’ by manufacturer, as allegedly it’s been tampered with. Of course after Geek Squad first, second and third lines or repairers have tried to repair the phone unsuccessfully, it will appear as if ‘it’s been tampered with’ when they send it to the manufacturer. Initially one of their team senior staff confirmed that their first, second and third lines or repairers have tried to repair the phone unsuccessfully, hence the phone has been forwarded to the manufacturer. Now they changed their tactic saying that their repairers did not touch the phone and that the phone has been sent directly to the manufacturer. Is it logical and reasonable to believe that somebody with a warranty on the device will send it to a third party for a repair to incur additional cost of £70-150 extra? I don’t trust them to deal with my devices under free manufacturer warranty and I’m not about to purchase any of their insurances/warranties. – Jane M., Trust Pilot UK 5/27/2016

Do not bother to purchase anything through geek squad. Waste of money. Incredibly poor customer service. I have had to cancel all of my orders for renewal on my software. I will be using Apple store directly going forward. Apple has by far the best customer service and IT help available. Don’t waste time dealing with the reps at geek squad, even if it seems a cheaper alternative. It will cost you more in energy, time and money in the long run. – Sarah L., Yelp 2/1/2016

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.

Is Geek Squad Worth It?

View Geek Squad’s Plans

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.

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?

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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15 Comments on "Geek Squad Reviews: Quality Service or Total Ripoff?"

newest oldest most voted
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
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…
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.

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.
Geek Squad at Laurel, MD – a bunch of liars who have no clue what they are doing.
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.
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
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!

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!!
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!