===== In And Out Service, Special Shoutout to Konley ===== First time ever using Geek Squad. Based on my experience, I'll be returning. I had a laptop which frustratingly would only boot to a secondary display. It's my 10 year old's laptop and she loves to write stories so she had patiently reminded me over and over to bring it in to get fixed. + Reasonable wait time. I was stupid -- I didn't schedule an appointment, and there were two customers there, each being helped by a Geek Squad employee (I don't know what cute moniker Geek Squad gives its employees!). But Konley was able to get his customer to a good point, and then turned to me to help me out. I noticed that neither Geek Squad employee (ok, now I understand why stores give their employees monikers) was rushing their customer. + Patient techs. Konley was patient, had me describe the problem. He didn't jump to any conclusions, finish my sentences, etc. He took it to a nearby bench and had me come with him. + Broke problem down and solved it quickly. Konley surmised the problem might be a setting. He hooked it up to a secondary monitor, found that for some reason, the secondary display was mirroring the first. Then he realized we COULD see dim images on the laptop screen, albeit dimly. I HAD THE FREAKING BRIGHTNESS DISPLAY INSANELY LOW. I felt like a complete idiot. Konley was gracious about it when I would have laughed at the customer. Total solve time? 5 minutes tops. Entire experience was great, Konley was quick to diagnose and a class act all the way through. I'll be returning. read more

Do not go here. They are scamming people into buying new computers for their own sales or commission. My friend went to them because her laptop suddenly stopped turning on. They "troubleshooted" her laptop and told her that they would need to send it out for repairs and it could take several days. She explained that she needs her laptop for classes so they handed her off to the sales rep and said to "make sure to include his name on the sales" likely for commission. After they convinced her to pay for subscription fees and warranties and she did not need and she got a new laptop I was told of what happened so I offered to take a look at her old laptop and it took me less than a minute to figure out that the connector for her charging cable went bad so her laptop just ran out of batteries because it wasn't charging. I ordered a new cable for $10 and in the meantime charged up her laptop with my own charger cable. After returning her laptop to her she was surprised to see what the cause was because the Geek Squad guy supposedly plugged a different cable to the laptop and still said it was broken. I would not trust these people. They are looking to make as much as they can for themselves and it's clear from other reviews that they're just a scam or very incompetent. read more

Reached GeekSquad Mountain View for the appointment for 1:20pm and was met by a rude and lying female associate with short black curly hair (forgot to get her name). Wanted my laptop battery replaced and asked her how much it would cost and she quoted me "$800 - $2000" (I kid you not!). When I asked her why it is so much, she said that was the prices Her other responses were not any better and she completely disregarded the fact that I had an appointment. She treated me disrespectfully and so I waited to talk to another agent. The guy agent explained that GS does not replace Macbook batteries onsite and the also showed me estimated repair costs for other MacBook related repairs which they do fix (such as logic board, etc which run up to $1000). There was nowhere on this sheet any mention of $800 - $2000 for a battery repair (which this guy confirmed they do not do). The female agent was lying and making numbers out of thin air! She even left me for another customer who did NOT have an appointment. I'm surprised GS is still in business with incompetent hires like the female agent....may be not for long. read more

Pitiful. Impossible to do business with them. I tried twice to get quotes from their site survey group. The first time, they sent out a nice guy who knew nothing. The second time, they sent a guy who said he would prepare a quote. Waited a few weeks and got nothing so called a supervisor. A few days later, a quote appeared, but not for anything I had requested. I asked them to redo and it never happened. Then, I bought what I thought was the right system and paid for installation of it. Tried to call to set up the appointment. I am now 2,5 hours, 14 transfers, 2 disconnects and one chat into the process with no resolution. Comletely pitiful! read more

Bought a BestBuy computer in January. It worked until the end of February and started Blue Screening. Bought a $200 membership to Geek Squad in March and took the computer in. They wiped it for me and gave it back. Same problem started again by the beginning of April. Took it back in. This time they said it was a HARDWARE problem. They couldn't boot the computer. (That's why I brought it in ... duh...), and they told me to go to the manufacturer for support. Seriously? 1. They could have tried putting in a spare SSD drive - surely they would have a boot drive laying around somewhere that I wouldn't have to purchase. This would at least have gotten them past the boot problem. 2. They could have given me a price on a new motherboard, and then tried it to see if it worked. If it didn't, then it would still be within Best Buy's return policy, correct? 3. They could have done the same with a new CPU. But instead they were like "Oh we don't want you to have to pay any money... you need to contact iBuyPower, talk to a tech, get a return authorization number, TAKE THE PART OUT OF YOUR COMPUTER ON YOUR OWN, mail the part to them AT YOUR OWN COST, wait a week to receive the new part, put it back into your computer on your own (like I know what I'm actually doing), and good luck to you!" Here's what exceeding expectations would have looked like: The techs could have talked to the manufacturer, exchanged the part, installed it, checked to see if it worked, and THEN called to say it was ready to pick up. But no... they left me in a complete pickle to do it all by myself. I'm seriously disappointed. What did I get for being a member? NADA. Even with your store's limitations, so much more could have been done. read more

DANGER!!!!! Do not use the Geek Squad ever! There is a very dangerous scam going on in which they use their services to get into your personal accounts. They fixed my computer problem but they also broke into my bank account during the time that they had control over my computer!!!. read more

When I bought my 50" samsung the Best Buy guy strongly recommended that I get a extended warranty. He mentioned the power supplies are a problem with these. Wasn't happy to hear that but I went ahead and dropped the 250 bucks for it. Now 2 years & 2 months later the the power supply appeared to go out. Called the geek squad expecting to go to war about the warranty. Exactly the opposite! Person on the phone was pleasant and had all my warranty info. I didn't need the two year old receipt I manged to keep to prove it. She scheduled a appointment for the next week from 11-1 and said the guy would call around 8am to confirm. Again they came through, the guy called right on time and showed up in the early side of the window they said. He verified that the power supply failed and said he would order a new one and be back in a week. Geek squad called me back & setup the 2nd apt. Installer called mid week to confirm that the part was in and the time. He called again Sat AM to confirm his arrival. Arrived on time, installed the part and he was in & out in 30 mins! I have to say Geek Squad and the installation person did a amazing job here. read more

CAUTION: Do not bring your Apple phone to BestBuy for service. Although Apple designates them as a support depot. The competence of the techs are almost as "good" as Frys if not worse. Battery degraded so took phone in for Apple care warranty. Waited an hour and got phone back, clerk says battery is not charged so there will be nothing till it charges. Got it to power up and both touch screen and volume buttons wont respond. Tech likely severed a ribbon cable or shorted out something and NEVER EVEN POWERED ON PHONE BEFORE SIGNING OFF. OR DID HE SIMPLY LIE AFTER BOTCHING THE REPAIR? Waited for another hour and its closing time. Obviously the tech is not competent cos I had replaced batteries in my prev phones within 30 min. Went to the store first thing following mornaing to look at the phone only to find that they made it a lot worse. No way of powering on unless its on a charger. No touch screen, could not even use Siri to unlock. They offered me a new refurbed phone but for me its hours and hours wasted and lost messages and photos since last backup. I should have made a real genius bar appt. YOU HAVE BEEN WARNED read more

I had an unpleasant customer service experience with Geek Squad at Sunnyvale best buy They fixed my new laptop from a software crash and gave it back with a different AC adapter that is very old and insisted that it was mine Finally I got a replacement after a senior manager at Best Buy intervened to help me out read more

one worst experience I ever had is dealing with this so called geek squad with Best Buy in San Carlos. I waited from 12-4PM today and after 3 calls I still didn't see or hear a knock or a call from Best Buy. I was in the phone with the dispatcher for 26 minutes who can't get hold of his supervisor to talk to the technician. they can't even call each other. Terrible business relationship with a customer. I wish the CEO of this company will look on this . I will never buy anything from Best Buy again and I am cutting my rewards card, Good riddance, Best Buy read more

This is the worst place to try to get a computer repaired! They don't know what they are committing to and and are also looking to cheat you! I took in my desktop to be repaired since it was not booting up. The person at the counter said we'd need to take a maintenance plan for a year that covers 3 machines ($200) and that the only things we'd have to pay for are the hard drive and the RAM (if they were found to be defective and beyond repair). We signed up. We asked if there would be any other charges (like for installing the OS, etc.) and they said "NO". After a while they called and said both the hard drive and RAM need to be replaced. We agreed to buy the hard drive from them. They said they didn't have the RAM and asked us to get a DDR3 (laptop type) RAM. I dropped off the RAM the next evening and they we were good to go and said the machine would be ready the next day. However, the next day they called and said they need a DDR2 RAM (not DDR3). After exchanging the old RAM for the new one and dropping it off, they again said everything is now fine and the machine will be ready the next day. However, the next day, they called and said I need to buy a software key ($139.99) for the install of the OS since they can't recover it from the hard drive. This is clearly part of the OS install and the customer shouldn't have to pay for it. When I went back to them and argued this, they said there was no way out. At this point I was so fed up, that I cancelled the whole thing. They initially agreed to refund the entire $200 service plan fee. However, the next day, while picking up my (unfixed) desktop, they said they will deduct $100 since a lot of diagnostic work went into it. While they may be technically right, my original problem was not solved. I didn't argue with them anymore. Where is their customer satisfaction? I bought a lot of stuff at Best Buy previously. I will NEVER go back there again! read more

If I can write bad reviews I have to remember to give the good ones. Geek Squad ROCKS and so does Best Buy!!! My Plasma died for a second and @ 10pm they were there .A quick Power down and start up and she is ALIVE!!! read more

I made an appointment to have a 50" TV mounted. When i called to change the scheduled date they said it was cancelled. Really? OK, lets try again. rescheduled for 3 days later in the morning. No show, so i called and they said there was nothing scheduled. F$@#X, now i get to wait 4 more days to see if they will show up or cancel again. I paid and picked up the TV and wall mount which is sitting in my office for what will be 2 weeks. Direct TV was here on schedule and set their stuff up, and they had to run wire from the roof through a building to get to 2 locations and these guys cant even make an appointment. i will never use and will strongly discourage others from using these idiots. 2 appointments missed or cancelled and no call or anything. They miss this last chance and i return the products and go to Video Only. Best Buy lost a lot my business. I would rather deal with the losers at Frys, at least you know what not to expect there. read more

I will add to the long list of one star reviews. I have been paying for the IT service plan for many years. A couple of years ago, I had an accidental water spill on my apple laptop. I took it into the store on El Camino. The guy heard my story and before even looking at it he told me it was fried and I could look at a new computer. I took it to the Apple store in Los Gatos and they were able to open it, dry it out, and repair it while I waited. That was a couple of years ago and it has been working just fine since. Last week I was having a strange message pop up on my HP desktop. I suspected I might have a virus. I took it to the same El Camino store. I was asked if I had an appointment even tho there was no one else waiting. I didn't know an appointment was necessary. OK, the tech examined it and thought was, yes, it probably had a virus. So, it was checked in and I was told it would be ready 2 days later and was given an appointment to pick it up. I rec'd a text message to tell me it was checked in and I could follow a link to check on progress. Well, link kept telling me it was "checked in" and would be assigned to a tech soon. That went on for 2 days. I tried to call yesterday before my "pick up" appt. Impossible to talk to a person. You go round and round in their phone menu. I drove the 20 minutes to the store for my "appointment". Even tho only one customer in Geek Squad, I was kept standing 20 minutes. Now I'm told the repair is still in progress and would be finished later same day (yesterday) or today. Now the link for progress of repair says "assigned to tech" yesterday afternoon 4 pm. So, for two days they hadn't even started and they had done nothing. I certainly will not renew my IT contract will most likely never shop at Best Buy again. Terrible customer service. read more

Geek Squad doesn't deliver what they promise! In mid August I bought a stackable washer/dryer combo. As I recall, it took Geek Squad 7 tries to deliver it and an 8th to haul my old unit away. My old washer/dryer spewed water all over the floor of my condo, once the mess was cleaned up and the unit was hauled out to my patio, I went shopping. I found an open box Bosch at Best Buy for a good price, I confirmed that the three-prong 240 volt outlet would work for it, bought it, scheduled delivery, and paid extra to have the old unit hauled away. The night before the first delivery attempt, Geek Squad, who handles Best Buy's deliveries, called me to say that the stacking kit needed to stack the units wasn't available and I'd have to call the store to reschedule. The folks at the store were very apologetic and rescheduled me. The night before the second delivery attempt, Geek Squad called me to say that the dyer had been lost and I'd have to call the store. I'm not sure how one loses a dryer, but I called the store. Again, they apologized, were very nice, called around to different stores and warehouses and finally found out that it had been returned to the wrong store, got it moved to the correct place, and rescheduled my order. The night before the third delivery attempt, Geek Squad called me to say that they had lost the washer and to call the store. I did so, and the store was very apologetic, refunded a bit of money to compensate me for my troubles, called around again, found that the washer had been returned to the wrong store, got that to the right place, and rescheduled my order. Before the fourth delivery attempt, I had the store make sure everything was ready. They emailed Geek Squad, explained that they needed to get things right this time, and got an email back assuring them that everything was ready. On the fourth delivery attempt, I waited around from 12-4 and Geek Squad never showed. I called Geek Squad, got transferred to four different people before a rather unsympathetic person told me that they had decided not to deliver because they didn't have all the parts, that they hadn't bothered to inform me of this, and that I should call the store. So, I called the store. They were flabbergasted, apologized profusely, (I think somewhere along the way they may have bumped more money off the total), and then, finally, found out that different parts had been put in different warehouses, despite the email assurance that everything was ready. I asked the store again to make sure that everything was ready. They got confirmation from Geek Squad that all parts were accounted for and that the order was ready to be fulfilled. On the fifth delivery attempt, Geek Squad called me the night before to tell me that the feet of the washer (the bottom unit) had broken off with all the moving around among stores and warehouses and so they couldn't deliver it and that I'd have to call the store to arrange a refund. I called the store. The people were incredulous, extremely sorry, and clearly angry at Geek Squad for messing this up once again. They offered me brand new versions of the exact same models for less than the price I had paid for the old, out-of-box one. I took the deal. They scheduled delivery. On the sixth delivery attempt, I waited around for four hours between 9 and 12 and they didn't show up. I called the store. They told me they couldn't get the information about where the truck was from Geek Squad because Geek Squad would only give that to the customer. I called Geek Squad. They said they weren't sure where the truck was, made no apologies at all for it being late, and assured me that the driver would call me half an hour before delivery. The driver called me at around 1 to confirm they'd be there at 1:30. I expressed that it must have been a busy day if they were that far behind, but the driver told me they weren't behind and was surprised I said that. When I told him the delivery was supposed to have taken place between 9 and 12 that morning, he said I could reschedule if I wanted. I told him no, come on over. At 1:30, they came over, took a look at my outlet and said that, since it was a 3-prong 240 volt instead of a 4-prong, they couldn't install the units. They left me the cord and told me I'd need to hire an electrician to change my outlet. I got an electrician. He changed my outlet. Then, I looked at my order again and discovered that the order said that both a 3-prong and a 4-prong plug should be delivered to make the units compatible with either. Well, too late, I had already written the check to the electrician at the installer guys' say so. So, I called the store. They we beside themselves, lost for words, apologized again, and rescheduled me. On the seventh delivery attempt, they finally installed the units, but forgot to haul away the old unit. I had to get them to come back out and haul it away. I wouldn't rely on them in the future! read more

I contacted the 800 number to get help with my hone theatre. Geek squad made an appt with me to come out to the house. There was glitch in THEIR system so they kept pairing me to a technician that was 400 miles away. After 3 appts, 7 phone calls, 2 chat sessions online, they still couldnt figure out how to get a technician to my house and kept blaming it on me. Ridiculous!!!! Never had such a bad experience. read more

Bad service told me to buy a new computer when it only took one power supply to fix sorry but i'm going to rate you a one star.

Now for starters, I'm never the type of guy who EVER writes reviews on Yelp. However, I went in for a radio installation and was extremely pleased with the work done. The guy's name is tommy. Very professional, and even installed the radio faster than the quoted time given. If you're looking to get a standard radio installed with a reasonable price, I highly reccomend this place! read more

I took my computer in to the Sunnyvale Geek Squad to have it diagnosed because it would no longer boot up. While we were the only ones in line, there was no one at the desk right away, but as soon as someone realized that, we were immediately helped by Gabe. He quickly figured out what was wrong with my computer and helped me to rescue the hard drive so I can save the data from the computer that needed replacing anyway. He even found me the equipment I needed to transfer the data to another computer. He was wonderfully helpful and left me with a very positive feeling about the store. I would certainly come back for any future computer help I need. read more

My recent experience called for a review considering so many people bad mouthed them I thought I'd see for myself. I went on a Sunday and here weren't a bunch of staff working, I believe only two geek squad members working. They seemed efficient and like they were taking the time necessary to assist the customers. The line indication wasn't very clear as it doesn't have a start here and there's shelves that just make it a bit awkward to know where to start the line. I was assisted within 5 minutes of waiting. The guy who assisted me was very helpful. He looked thoroughly through my computer because I thought there was a virus. Did the exam for free just browsing through. Nothing looked too unusual he said. He gave me the option to put it through a diagnosis which would cost money, but said it may not be necessary; it's completely up to me. I loved the friendliness and patience he provided even with there being a small line. I also liked that there wasn't pressure to buy into their services for something I probably didn't need. read more

Incompetents. Would not recommend to anyone. If you want anyone to program your home theatre, hire a real professional. The geek squad are student drivers when it comes to programming a remote. read more

I am so sick and tired of Best Buy and the Geek Squad. They just plain don't deliver. It may be the Best Buy, (maybe), but they have the worst service. I can't even begin to tell you about all the wasted hours sitting around waiting for a tech to show up to replace a defective 58" Panasonic Plasma. Oh yeah, that was what I said, defective TV in less than 1 year. The original process of getting the TV delivered, and setup by the Geek Squad was just as bad as this replacement. We will never purchase another thing from Worst Buy. I am angry because of the total "left arm not knowing what the right arm is doing" in that company. There is always some kind of screw up! read more

I had the worst customer service experience ever I gave Geek Squad at Sunnyvale Best Buy my New Lenovo laptop (Bought it in 12/2014 from Best Buy) along with the AC Adapter for software issue, I hardly used my pc as I am also a mac user They returned my pc with out the adapter and when I asked for it they gave me an old one and claimed that it was mine Should I expect my new adapter to be exchanged with an old and bite the bullet and leave, then I asked for a new one like mine, when a lady that works there on weekends said : " No this is the one you gave us and started arguing unfairly and offensively, even attempted to remove the old sticker on that old adapter to refute that it was an old one ! ( so so dishonest and truly shameful) This is a screaming example of the deteriorating customer service nowadays Finally a professional, helpful store manager named: David, intervened and helped and gave me an adapter that is the same condition like I had And I will share this on all the social media with my friends and network You "Geek Squad" need to work on your customer service big time ! read more

My computer wouldn't start-up and I took it into the Sunnyvale Geek Squad at Best Buy. They immediately started diagnostics and saw that it failed. I needed to leave it for more extensive diagnostics, with a reasonable fee charged. They called me a few hours later and told me it was the motherboard. I went on a hunt for a replacement motherboard and had to call them several times with questions about compatibility. Each time they answered my questions in detail and were very knowledgeable. I finally located another computer with a compatible motherboard and as soon as I brought it in they swapped out the hard drive and brought the data online successfully. And they didn't charge me anymore than the initial diagnostics fee. Jonathan did the swap and I would highly recommend him or the other techs that I spoke with over the phone. If I have any other computer issues I will be sure to take it to the Sunnyvale Geek Squad. read more

I have never written a review before but feel compelled to write this one. I recently purchased a samsung net book from Best Buy (which was a terrible experience to begin with and I will not shop there again) I was strongly advised to purchase the 6 months of Geek Squad. I wish I had not listened. I called with a fairly simple question as it turns out and the rep was not only unhelpful but I believe this is a scam. After only recommending a very brief half hearted attempt at solving my problem she then made a very aggressive push for me to book a geek squad "double agent" to come out to the house. She did not tell me what the cost was. When I asked the cost she tried to play down the $100 fee and insist that was the only way to fix the problem. I said no thank you and did a search on my own to trouble shoot my problem. I was able to fix the problem on my own in about 15 minutes. (I am not all that computer savvy) I believe that the Geek Squad is not only bad but plan to call the BBB to report what I think is a scam! read more