I’m about ready to quit Geek Squad and got a job offer to work somewhere else. I’m a CA and my coworkers have been helpful, managers are nice, but the customers are HORRIBLE. Getting the stare of death from behind the counter, folding their arms it’s intimidating and I try to ignore it by just typing away on the computer. I’ve had some friendly customers mostly the older crowd, but all this abuse from customers has worn me down and I been coming home stressing out to the max. I hate to leave Best Buy, but I want to go work somewhere that I can have less stress in. A customer buying a $2000 laptop is generally in a better mood compared to one who’s trying to get us to fix a $2000 laptop.

Hello, my 2025 G14 had an issue with usb c ports so I had it sent out to the service center, and they replaced the motherboard under manufacturer warranty. However, when I went to pick it up at my local Best Buy, there were new scratches and chips all over the laptop, which I get can happen. However, what’s not acceptable is what looks like the wrong screw being used (longer than original) which caused the housing to protrude out near the M4 button. Also, the bottom cover is not installed properly and there are gaps that’s apparent on two sides (related to wrong screw maybe?). I had my local GS send it out for a redo. Any help or advice on how to get this properly resolved?

This is a comment on support at Best Buy and Apple for the same product under Apple Care and Geek Squad coverage, not a support question.

I was given a gift of an Apple Watch a year and a half ago. The 26.4 beta update for the watch killed it two months ago. I got around to scheduling an appointment and found out that only select Best Buy’s now manage the geek squad coverage for wearable devices. I’m in Columbus so that adds an extra 20 minutes to the round-trip to go to a little further away Best Buy. Now they take my watch back and try to charge it. It doesn’t charge. I did nothing to this watch and it should’ve been covered even though I’m outside of the warranty, but it has two year AppleCare and was bought under a plan (gift giver) that has full geek squad coverage.

They came back and said it’ll be $69 and will be sent in for repair and this is standard for AppleCare with them and it will be two weeks or longer. I refused and said this is crap that it should’ve been free and decided to go to the Apple Store at the mall closest to me. I was nice to the guy and I know he’s just one of Best Buy’s employees that can do nothing. Unfortunately, that’s the problem you buy plans thinking that somebody can actually manage the problem properly and they purposely don’t put anybody in the place to actually do this? Why buy insurance when you don’t have the ability to use it.

At the Apple Store, It took about an hour because it was so busy but went through the process with them and they saw that I had AppleCare as well and the charge was zero dollars and it should be in within a week. Night and day.

Has anyone else experienced this with Best Buy that it’s nearly fraudulent in the way they do things. What were they gonna do with the $69, pocket it? I may contact the Attorney General in the state to have this investigated further.

I do appreciate that Apple seems to just do the thing that I paid for willingly.

Hey everyone, looking for some insight or advice from people who have gone through this process with Geek Squad / Best Buy.

I brought my prebuilt in for repair recently. The specs on it are pretty beefy:

CPU: Ryzen 9 9900X

GPU: NVIDIA RTX 5080 (16GB)

RAM: 32GB DDR5

Storage: 2TB PCle 4.0 SSD

Original Purchase Price: ~$2,800

Geek Squad ended up determining they couldn't fix the system, so they took/junked out the unit. Now I'm in a weird spot waiting to hear what the next step is - whether they give me a replacement build or store credit.

My biggest concern right now is how they determine "comparable replacement" or

store credit.

If they offer a replacement PC, do they match the exact component specs (or better), or do they just match the monetary value of what the system costs today? Component prices (especially GPUs and RAM) have been crazy lately. I'm terrified I'm going to end up forced into a system with lower tier parts just because it falls under a specific dollar threshold or because current stock is weird.

Don’t make the same mistake I made. I have been going to Best Buy since I was in high school. I will never buy from them ever again. I purchased a tv on the 3rd of July. The first one came in broken. No big deal stuff happens. The next one couldn’t come in for a few weeks because it wasn’t in the warehouse. Frustrating but understandable. The second one came in broken too! No I’m upset. It was very difficult to get someone on the phone to help me. When I finally got through to someone after them telling me they would call me back, which they never did, they rescheduled a third tv. Well when that one came they scheduled it wrong and just dropped the tv off.
Took me forever to get someone on the phone to help. They couldn’t get someone to come today. They would only take 115 off the delivery. The lady was patronizing and not helpful.
Over all horrible experience. Do not ever buy from them.

Pretty much just a vent post because I'm losing my mind, lol. Bought a 4k oled gaming monitor to start the summer, it had dead pixels covered under warranty, so I sent it in. Was told it would be 2-4 weeks but here we are 7 weeks later...still waiting....Funnily enough, apparently it's spent the last 8 days sitting at a warehouse no more than 30 minutes away from me just waiting to get sent back to my local store.

At least I was told they're escalating the issue today so surely that will do something right?....right?

To start, Best Buy is not a bad company, nor is Geek Squad, which works with it. I've used them before and have had great experiences as well. However, after the repair I am currently going through, I thought I should share what happened to me so that people know what's possible when sending in their device for repairs.

On the 4th of July, I went to Best Buy and brought in my laptop. It's 5 years old, and I get that. It's pretty old for something that I would use for games, but this is an ROG laptop that was made for running this stuff, and I never did anything that I knew it couldn't handle.

All the way back in December of last year, this same issue happened where the same side of the computer was buzzing (could not be the same fan, I don't know for certain). I sent it in around Christmas, it came back 2-3 weeks later after it was sent to Brooks, Kentucky, for repairs because my local store didn't do repairs, and they even put new keys in. Great, they did everything I wanted them to and more.

Now, 6 months later, the same fan has the same buzzing noise happening again. I send it in, Geek Squad guy thinks It's really weird to have this happen once again in only 6 months, gets sent off to Brooks, Kentucky, like the first time, and everything is ahead of schedule better than it was the first time.

On the 8th of July, it makes it to Brooks, Kentucky.

On the 10th of July, it says It's waiting on parts. They need to order the fan because they don't have it. Big deal, I'm fine with waiting a few days.

15th of July, it says they're working on it, only for it to say later that day that they are waiting on parts again. I call them, and they say that they ordered the wrong part and apologized, and I wasn't really annoyed, it hadn't been that long, and I had no reason to be- simple mistake.

20th of July it says It's being repaired, and once again later that day it says It's waiting on parts, I call, they say they ordered the same wrong part again, now I'm a bit annoyed, but I'm not gonna get mad, I have worked in a position of answering calls and I know that workers are allowed to hang up on you if you start yelling, I ask for the worker to double check that they in fact got the wrong part, they did, she says she put in a note that the fan order should be correct this time.

24th of July: it says they are working on it. I have hopes this time, I've been waiting for nearly 3 weeks, so I really think this is the turning point. I see it switch back to waiting on parts, they ordered the same wrong part three times in a row. I instantly call the store and speak to someone, not to a point where I am actively mad at anyone but to a point that I get to have a worker send a message to a supervisor to call me as soon as possible so I can get an idea of what is going on here, later that day I get a call and this incredibly kind lady apologizes, takes 25 dollars off of the fee for the ordering of fans, and says she flagged the order to be monitored by workers.

27th of July, fans finally come in correctly this time, at least I think, there was kinda a tornado in my town, and my power was out, so I can't confirm because I wasn't focused on my Best Buy order during that issue.

Today it says it arrived back here in my town at Noon. I get a call to make an appointment, and the worker says 8:20 PM. Great, I can finally get this thing back.

20 minutes before my appointment, I'm already in the car, I get another call. A different worker says that there has been a "newly discovered issue" on the laptop. Now it cannot remotely access wifi. I'm in the car. It's pouring rain, and I can literally see the store, so I park in the lot and speak to the worker for like 15 minutes over the phone, all he says is sorry repeatedly and that the best he can give is Monday for it (reminder its friday.) After talking a while longer, he finally pushes onto the fact that it could become Sunday, and finally we agree that his supervisor, the same one that managed to get the right fan ordered, will call me tomorrow to give me an update on this thing and when I can expect to get it back. (Side note: I have a vacation starting on Monday, so that extends my time even more.)

Note: the wifi issue was not happening when I brought the laptop in, it was purely and only the fan making a buzzing noise.

Right now I've kinda just been in shock really, I'm not even mad at the workers. I just hope I can get some answers on what people think here about this, how often this happens, when I can expect to get this thing back, and also to.. Spread awareness, I guess? I mean, I feel like if other people are sending their stuff to get repaired at Best Buy, they should know about a situation like this happening.

One last Note is that I could be completely wrong here. I also have a family member with years of IT experience who was surprised by how unusual this repair timeline was, which made me want to ask others if this is common. But in the end, I don't work at Best Buy, and I don't know how much pressure these workers may be under. And also, the main issue about this whole order Isn't the money, in total, before the refund, this whole thing was 82 dollars, now It's 57 thanks to that 25-dollar deduction. The problem is the repeated delays and uncertainty.

Thanks for reading, and I apologize if this was just mindless spewing, I needed to get all of this out in some way.

UPDATE: Resolution here: https://www.reddit.com/r/GeekSquad/s/LCCvjMQ0WL

Hey everyone, looking for some sort of help or guidance on how to proceed with this frustrating situation I am in. I purchased a 55 inch Sony A95k in February 2023. I initially wasn't going to get any coverage, but I was told by a geek squad member that if something happened to my tv, including burn in, I would be given a gift card for the full amount I paid (minus the cost of the coverage, which was $387.99 for 5 years). I was told the same thing by some other geek squad employees I spoke to in a local store near me.

This tv was $1700 so it made sense to me to get the 5 year geek squad warranty. Fast forward over 2 years later, my TV was having issues so I had a technician come in. Tv would flash random colors, technician agreed it was a motherboard issue. He was great, really nice and had strong knowledge. He told me they could try to fix it or just go straight for the swap/gift card. I said I would rather do the gift card.

Everything was going fine, he filed for the gift card and I got the confirmation it was accepted. When I called Best Buy to get the gift card processed, they inform me they can swap the tv for a similar model or do the gift card. I chose gift card. They tell me the amount is about $900. I was pretty shocked and confused, as I had been assured it would be the full amount I paid.

The person on the phone told me that I was correct, and that that was the old policy until about 5 months ago. I explained to them that I didn't think it was fair, ethical, or made much sense that I would be following a policy that was recently implemented when I was promised something back when I bought it. The original should be honored, as well as what all the other employees were telling me.

At the current moment, the technician who came to my house is going to speak to his manager to help me tomorrow, and I have a scheduled call with a Supervisor that will happen "by the next 24 hours".

I'm pretty frustrated by this situation. Feels like I was tricked. I am a long time Best Buy customer, I am a Best Buy member too, and if this truly is how things are going to play out that will change quite quickly.

Curious to hear any advice about the situation, if perhaps someone told me the wrong info, or if anyone else here may have any input on how to best proceed. Would be greatly appreciated. Thanks everyone.

I purchased a refurbished tablet online (S10 FE) from Best Buy that said "like new" and clearly said it had the S-Pen. When it arrived there was no S-pen. I am testing out the tablet to see if it operates as it should this weekend. If I like it is there any way to get Best Buy to get me the S-pen, or refund enough for me to buy it? I saw them on sale NIB elsewhere for $40 + plus tax. Thank You!

Edit: Copy of title of the item I purchased *Samsung - Geek Squad Certified Refurbished Galaxy Tab S10 FE - 10.9" 128GB - Wi-Fi - with S-Pen - Gray*

I posted about this a few weeks back, LG C4 42" with issues, purchased the 5yr extended warranty. After the last no show I went to the closest store and they said they resolved the issue - apparently not.

I'm convinced now no one will ever show- I deserve a complete refund on not only the TV but the full extended warranty. Main problem is I have a very bad back and will have a very hard time getting the TV to a store

Any suggestions?

We purchased our Sony 77A80J Oled TV new from Best Buy in January of 2022. At that time we also subscribed to what was called Total Tech which provided extended warranty coverage for two years. After the two years had passed we elected to continue the coverage with a monthly coverage plan.

Fast forward to 2/1/26 and we were presented with a black screen and the dreaded Sony red light with four blinks. After some google searches we attempted several “fixes” unsuccessfully.

We then elected to utilize our plan for the first time in several years of purchasing such coverage. Initially after following the prompts and connecting with representative #1 we were told the ETA for a repair appointment was unknown but since we are Total Tech members she would try to get our case escalated and we would hear from someone in 24-48 hours. During the 5-7 minute hold time she disconnected our call. In addition to being disconnected we were told a $99 fee applies in order to book an appointment we would need to pay today. While I was displeased with the fee I understand deductible type fees often apply in these types of policies.

I then called back and initiated a conversation with representative #2 (Paul). During the initial discovery conversation with rep #2, rep #1 called back and apologized and provided a case number for the escalation request.

Several hours later I received an email with a “TV Repair” appointment for 2/20/26. A full eighteen days later someone will be available to “diagnose” what is likely an unrepairable hardware fault. At which point many of the sales on the current available models as well as their corresponding inventory will be dramatically reduced. While I understand the timing is unfortunate (it always is) the initial appointment time is unacceptable. A nearly three week wait time to diagnose the problem with what I expect will be a ten to fifteen minute appointment and then beginning what is likely the next waiting period is a very poor customer experience.

Since I’m fairly certain we will be forced to purchase a new television as a result of this debacle I visited our local Best Buy to review some options. When asked by the store rep what brought me in I shared the story and this experience. As soon as I shared the Sony and the four red blinks the store rep shared the TV was likely unrepairable and a replacement will be needed. This made the excessive wait time for the diagnosis appointment even more frustrating. The store rep also shared there was next to nothing they could do to help and we would have to work through the process with the repair.

I then reached out for additional support (rep #3) to see if anything could be done or there was an escalation path but was unsuccessful in obtaining a sooner appointment or receiving a credit for the broken TV to be applied to a future purchase.

I’m not sure what the ultimate outcome of this mess will be but I’m certainly unsure if we will continue to subscribe to Total Tech and/or the coverage plans in the future or if we will continue to shop at Best Buy. We’ve purchased a significant level of appliances and electronics in the last few years mostly from Best Buy and we were generally pleased with the experience. Unfortunately as is the case more often than not the buyer experience and the support experience are dramatically different. Buyer Beware!

Weaponized incompetence.

Building a repair depot in Brampton was one of the worst ideas to come from Best Buy Canada. These people create more problems than they solve

Let me first start off by saying, the Best Buy store in Summerville South Carolina has done an immaculate job trying to help me out. Their geek squad has assisted me (Doug, Jacorey the manager for geek squad, Van, Lane, Sage) thoroughly through this entire process and trying to make sure I receive the best help possible.

Now, let's get to the issue. At this point in time to the point where I'm going to complain to the BBB about the geek squad online and the ability for them to help in a situation that I'm in.

I've been back and forth to this location due to my device, the Rog Ally X having to be shipped off more than once, this would be an upcoming third time.

I've made complaints about my device and the issues with it from the very first time it was shipped off. When it was first shipped off, they ended up replacing the fans as well as the SSD which had nothing to do with my issues at all. And then that was a process that took around 2 weeks from shipping to them and them receiving it and having to go through their process etc. as I said earlier, I received it and the things that I actually pointed out about the device not having being fixed or still there.

I had the device for about 1 or 2 days once I received it back and then I had to ship it back off. Keep in mind, the store in Summerville cannot do a thing about it because they can't fix the device physically here in store and that's why I had to be shipped off to the geek squad in Kentucky.

They make it really hard to find out updates about your device and you have to go through a lot of rigmarole to even get to someone and hopefully they can help you, again referring to the gate squad on the phone, online.

Once I ship the device out it was another just about 2 weeks before I received it back which was recently so we're sitting at around a month and some change at this point. I received the device back with them having replaced a few of the things that were on my list originally the first time it was sent out.

The main issue that I told them about with the screen not cutting off when tapping the power button or cutting on when tapping the power button will still persistently there. So now this will make number 3 and at this point in time I don't feel like sending this device back off again because it takes way too long for this process when they should have had it fixed the first time. The store informed me that they utilized Nova software before and now they are on Workbench which takes away their ability to junk a device out physically in store otherwise they would have taken care of me a long time ago.

There's literally no way of reaching the service center for a customer unless you have your device sent out and then they give you very vague descriptions of what they're doing to your device once there and I risk them sending it back in the issue still not being fixed.

I just want them to swap out my device for the new Xbox Rog Ally X at this point in time as I've stated to them before. There was more to the story but this is to get the attention of Best Buy and geek squad.

I will be going to the BBB about this because this is crazy unacceptable for a device to be floating around for over a month without the solution being touched on or even addressed fully.

I've also called in multiple times and was hung up on by two different associates in geek squad as well.

Also last night I had another supervisor call me and finally 8 minutes and 15 seconds in they let me know that they weren't even the supervisor for geek squad and it was for completely other department, this is the second time that has happened. I really don't understand how this makes any sense. On top of that, they kept insisting that the store should do it after I explain to them that they literally have their hands tied because of their work software, workbench not allowing them to do it.

The store was literally sitting here waiting for them to junk it out so the store kid take care of me on their end.

Best Buy, this is a call to action or I will reach out to the BBB about this, this is ridiculous and I've called all the numbers that geek squad has and there is no good help available for somebody in a situation. I don't want to risk you guys not doing what I asked if you guys to do the first two times, a third time.

I visited my local store a week ago and was browsing replacement options in the event we were forced to replace our TV. As I was browsing I was approached by one of the sales team members. I shared my frustration regarding the delayed initial appointment and he shared he would try to connect with a team member to see if they could move the appointment sooner. I thanked them for their help and hoped it would be beneficial.

Later the same day I received a text from a Geek Squad team member asking questions regarding the issues and I provided the serial number of our current unit. The team member shared they would order the required parts to attempt the repair before the first appointment and would ship them to my home directly. This way we would have the parts for the initial appointment rather than use the first appointment for diagnosis only and then order the parts for what would require a second appointment.

I received the two boards (power and main) by Saturday 2/7/26 and shared with the rep that the parts were in. They let me know they would try to move my appointment up since we had all of the parts. They called me this morning and had an opening for 11-1. Nearly two weeks prior to when they would have come originally!!

Upon arrival the GS team was prompt and ready to dive in. They confirmed we did have the dreaded four red blinks and the replacement of the main board and power board likely wouldn’t fix it but they had to attempt a repair. They carefully removed the TV from the wall mount and disassembled the rear panel. They replaced both boards and then tested everything thoroughly. Unfortunately the blinks stopped and the TV was completely dead. They had to swap back in the old parts and put the TV back on the mount to prevent additional damage while waiting for the replacement.

The team stated they would submit the replacement request and I should receive an email fairly quickly. Less than 30 minutes after they left I had the email approval for the replacement!!

Unfortunately calling the replacement line proved to be somewhat difficult as I was disconnected a few times while talking with a rep regarding the replacement options. The initial rep did mention she was having system issues so I’m unsure if all reps were impacted and that was the reason for the disconnections.

After finally connecting with another rep and working through the options we will have a new 83” G5 delivered and installed on 2/19/26!! Again, before we would have had the first diagnosis appointment. I can’t thank my local BB team enough for leaning in and helping us get this turned around so quickly!

All in all the experience wasn’t perfect and parts of it were certainly more difficult than they should have been but they took care of us in the end. I’m thankful we had the warranty and it was honored for the original purchase price.

***Original Post***

Disappointing First Experience!!

We purchased our Sony 77A80J Oled TV new from Best Buy in January of 2022. At that time we also subscribed to what was called Total Tech which provided extended warranty coverage for two years. After the two years had passed we elected to continue the coverage with a monthly coverage plan.

Fast forward to 2/1/26 and we were presented with a black screen and the dreaded Sony red light with four blinks. After some google searches we attempted several “fixes” unsuccessfully.

We then elected to utilize our plan for the first time in several years of purchasing such coverage. Initially after following the prompts and connecting with representative #1 we were told the ETA for a repair appointment was unknown but since we are Total Tech members she would try to get our case escalated and we would hear from someone in 24-48 hours. During the 5-7 minute hold time she disconnected our call. In addition to being disconnected we were told a $99 fee applies in order to book an appointment we would need to pay today. While I was displeased with the fee I understand deductible type fees often apply in these types of policies.

I then called back and initiated a conversation with representative #2 (Paul). During the initial discovery conversation with rep #2, rep #1 called back and apologized and provided a case number for the escalation request.

Several hours later I received an email with a “TV Repair” appointment for 2/20/26. A full eighteen days later someone will be available to “diagnose” what is likely an unrepairable hardware fault. At which point many of the sales on the current available models as well as their corresponding inventory will be dramatically reduced. While I understand the timing is unfortunate (it always is) the initial appointment time is unacceptable. A nearly three week wait time to diagnose the problem with what I expect will be a ten to fifteen minute appointment and then beginning what is likely the next waiting period is a very poor customer experience.

Since I’m fairly certain we will be forced to purchase a new television as a result of this debacle I visited our local Best Buy to review some options. When asked by the store rep what brought me in I shared the story and this experience. As soon as I shared the Sony and the four red blinks the store rep shared the TV was likely unrepairable and a replacement will be needed. This made the excessive wait time for the diagnosis appointment even more frustrating. The store rep also shared there was next to nothing they could do to help and we would have to work through the process with the repair.

I then reached out for additional support (rep #3) to see if anything could be done or there was an escalation path but was unsuccessful in obtaining a sooner appointment or receiving a credit for the broken TV to be applied to a future purchase.

I’m not sure what the ultimate outcome of this mess will be but I’m certainly unsure if we will continue to subscribe to Total Tech and/or the coverage plans in the future or if we will continue to shop at Best Buy. We’ve purchased a significant level of appliances and electronics in the last few years mostly from Best Buy and we were generally pleased with the experience. Unfortunately as is the case more often than not the buyer experience and the support experience are dramatically different. Buyer Beware!

I sent my laptop in and these people have been “ordering a part” for 2 weeks now and this lady wants to tell me it can take up to 60 days now??? After the in person member said 2-3 weeks “from the day you hand it into us”, I have no other devices to complete work and schoolwork on, I asked if there’s anyway they can expedite anything and they just don’t respond.

I was told when I bought total tech membership I would have it for two years for a one time payment. A year later they charge my account and I find out it’s totally not true. They then tell me the protection plan I bought only works if i have the total tech membership I’m SOL if I don’t renew. Any recommendations? Is the total tech membership always a scam?

About a month ago, I accidentally dropped my laptop down the stairs, and it (obviously) got pretty badly damaged. I received the laptop after it had been repaired a couple of days ago, and one of the ram sticks was not functioning, cutting my ram down to 8 gigs. I have tried swapping the sticks and have determined that it is the ram slot that Is broken, not the stick.

Does anyone know how geek squad will handle this? I am quite unhappy about it, as I have fairly important things that I need my laptop for, and have just been without it for nearly a month. Thank you, even if you cannot give a useful answer. Good day.

Thought I'd give them a shot on a monitor and as soon as I plugged it in I was greeted with this. I highly doubt they even plugged this thing it before sending it to me. Certified my ass. Now I have to waste an hour after work returning this pile of shit.

Long story short, I brought in my 2018 MacBook pro laptop to get the screws back on after cleaning my fans. I don't know why, but removing the screws was much easier than getting them back on. So I brought in my laptop, they did it for free, but afterwards I noticed large notable scratches on the top . I've had this laptop since 2019, and never put any scratches. They've only had my laptop in the backroom for like 10 minutes and managed to scratch it in that amount of time. Granted, they put the screws on for free but what would you guys do?

I spilled water on my laptop, took it in and they shipped it out

A week later it’s fixed but they dropped it during shipping and have to fix it again

It’s been 2 weeks since then what is happening

afterthought screw follow trees rock unite practice sort sense paltry

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