Geek Squad At Best Buy

This review goes to Jose Perez of the Geek Squad! First of all, WOW! Second of all, he’s the BEST! I came in for the first time asking for help with my Samsung Note 4 after Verizon tech in person AND via phone referred me to the Geek Squad for help since I bought my phone here. BEST decision ever! I only had to wait 20 minutes for my turn since I didn’t know I needed an appointment which I wisely spent Christmas Shopping next door before they sent me a text it was my turn. Jose worked quickly and cleaned up my phone which was a mess because of the prior Verizon attempts to fix all the problems. I truly appreciate knowing I have somewhere I can TRUST who can help me with my electronic problems. I told Jose he was my «Chuck» from the tv series which I consider a MAJOR compliment.

In being nice and giving them two stars but they are terrible. Slow service and have no idea what they’re doing. Out of the five times I have gone I have been happy ONCE. Only accidental coverage is covered by their protection plan so if you go in asking for help because your laptop is slow they’ll charge you $ 150! Ridiculous. Also, even making a phone call takes forever!

Ok sooo… the guys at Geek Squad Santana Row, Rock !!! I mean like my Computer makes some trips into the store, beings my 10 year old Geek Gamer is out of control. I can tell you this folks, they are the real deal, you may need to leave your system in house for a day or two, but when you get it back, it is good to go… Agent Chris at the desk, is easy to talk too, and very informative «knows his stuff, lov that :))
and the special treatment Agent Tony gave me to have my system up and going on a dead line, that meant allot to me, was well, like, second to none. Wouldn’t have it any other way. Love my Geek Squad forever… plus get to stroll the Row :)) Aloha Guys 4 now. P. S. Best of luck to you Chris in LA…
,

Had a flat screen, HDMI cables, sound bar and universal remote installed for well over $ 1000 this year. It stopped working, looks like some issues with the universal remote setup. I have called the representative and Geek Squad with no followup. Waited on hold one time 20 minutes before some spoke to me. We should have realized this was going to be a terrible support as we basically had lots of problems get them to do our service order when we decided on the service/​installation. Their customer service and support is a joke.

I give this 1 star because of the following experience. I made an appointment for car installation of a satellite radio. I made the appt at 12 and gave myself 4 hours to get to San Jose as I live in Santa Cruz. So I made the Appt for 4 PM.
As I pulled into the BestBuy/​Geek Squad parking lot at 345, my phone rang and they told me that my appointment was cancelled because they had sent all their Technicians home in the morning due to a meeting (whatever that means). So, they let me make an appointment at 12 and then waited 3 hours, 45 minutes to tell me that there was no one in fact, at the store to perform the work. Whatever.

The reason I give this rating is their phone service. Regardless how busy, I feel strongly in showing good customer service over the phone, but apparently they don’t. I called, they said I need to hold for a minute (didn’t ask), & was on hold for over 20 minutes. I would’ve been fine if they had come back to say it would be an extended hold, but they didn’t.

Beware of Best Buy warranties! Very slow response times, VERY long wait on the phone to reach them. 97 minutes on hold. I believe they will replace the covered appliance, but I have to go without for 2 – 3 weeks while they process their paperwork. Not customer focused!

Just spend $ 3000 on a new 55″ Flat Screen, sound system and stand. Hired Best Buy to deliver and system up system, thinking that it was worth the money not having to deal with all this tech stuff. Set up included connecting my Blue Ray,
DVR and cable box. Everything was delivered, Geek Squad connected everything and left. Went to record something on my DVR and the new flat screen didn’t see it.
Couldn’t figure out what was wrong so I called the Geek Squad. They hung up on me 3 times, tried contacting the Geek that came to my house to connect everything with no success. Finally called the sales men and they left a message with the Geek to call me the following day. When the Geek called he said go to «source» and click on TV with the DVR on and the DVR menu should appear. I did that and my DVR menu did not appear. Told the Geek that the DVR was not listed next to the TV and my guest is that the new flat screen doesn’t see the DVR. The Geek stated he did not have the time to come by today. Called the Geek Squad to schedule an appointment and they gave a date a week away. I asked to speak to a supervisor and they connected me with someone that only spoke spanish. Finally got a nice guy that scheduled me for an appointment in 5 days. This level of service is sad.
The Geek Squad is a joke and the useless geeks should be fired. Besy Buy really needs to look into this. It’s a good idea to have this service available, but when it’s poor (below acceptable) it’s a joke. Hopefully, they’ll be able to get my DVR working.
What a waste of money.

Asif did an outstanding job helping me on my last visit. My laptop was being repaired due to the case coming apart. However, it was still cracked when it got back to the store and I was about to leave town. Even though I showed up right at 9pm when they were closing, Asif spent about 25 minutes walking through various options with me. He wanted to make sure it was taken care of (especially since the warranty had just expired) and ultimately found a way to make sure the work would get done and the laptop would get back to me in Austin. He did an outstanding job.
I’m not exceedingly happy with Geek Squad overall (primarily because of their long repair times), but this particular location earns 5-​stars from me due to Asif’s service.

I want to like the Geek Squad – I like every one of my supposed «geek» friends – but the Geek Squad makes it so hard to like that business.
Case in point… Today they called to tell me they had finished replacing the hard drive on my laptop – after 10 days! «And do you have the system recovery disks so we can load Windows?», they ask. What system recovery disks? Apparently, though I bought the laptop at Best Buy with a warranty, I was supposed to separately buy system recovery disks from the manufacturer – for $ 30-​$ 50. The best the Geek Squad could do was give me the manufacturer’s phone number so I could call and order the disks myself, after which they could take «a few more days» to load Windows.
What percentage of buyers know to buy those system recovery disks? I’ll bet not that many, in which case they should have asked me about the disks 10 days ago so I could’ve gotten that process started at the beginning, not the end, of Geek Squad’s 10 days.
Frustrating! Ironically, I feel I’ve received better service from Best Buy’s sales operations than from their service operations.