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I currently have geek squad insurance on my phone. When my current phone began having issues, I went into best buy and filled out proper paperwork to have a "rapid exchange" replacement phone shipped to me. When the replacement phone arrived at the store a week later, we discovered that the replacement phone was defective and would not turn on. The best buy employee then attempted to charge the non-working phone with no success. I was then told that there was nothing that they could do to resolve the issue in-store, and that they would order me a replacement for my defective replacement. When the employee attempted to do this, he discovered that my account was on "hold" due to me having been issued a new debit card and them not being able to auto-debit my monthly payment. While unsatisfied at this point, I understood the problem with the billing issue. After spending 2 hours at best buy during this visit, I was told that they could not order me a replacement phone, and was sent home with the same crappy phone that I was trying to get replaced in the first place. A few days later, when my new debit card arrived, I called best buy, updated payment info and paid my monthly fee. I then went into best buy and attempted to order a replacement phone. When the best buy employee looked up my account, the account was still on "hold". Again, we could not order a replacement device. Frustrated with the fact that I had wasted another hour of my time, I returned home with the same crappy phone. I then called "geek squad" customer service and attempted to find a solution. The lady whom I spoke with was rude, and not at all helpful. The best she could tell me is to go back to best buy and try to order a replacement phone and that she was "sorry for the inconvenience. I explained that had the replacement device that they had sent out in the first place had worked, I wouldn't have had to make additional trips to best buy, essentially wasting my time. She did not seem to care in the least that I've been to best buy four times already and did not attempt to resolve anything. Long story short, "Geek squad" has had no problem with accepting my monthly payment for the last year. The frustrating part for me is that they have displayed extremely poor customer service and that they don't even attempt to provide the service that I am paying for. I sincerely hope that they work on addressing issues or they may find themselves losing customers who become tired of wasting both time and money.


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