They do not replace as I was told when I bought the warranty . Do not buy any warranties from them.

whoever is in charge of this place needs to be replaced.And whoever worked on my PS5 you need to take better care of our items.I sent my PS5 here to get fixed hopefully they fixed the issue. I sent it in with my original PS5 box cause I like to keep the boxes only for it to be sent back in a box not with my original Box and sorry bubble wrap and not the original box it was sent in so yes, they stole my box. I would like my box back, which I am upset about not only that, but I have scratches and scuffs that weren't there before on the panels of the PS5 also what I'm upset about so however they worked on the system they did with NO care They did not take care of Me!They might not take care of you read more

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I bought a new Asus laptop and a few months later the plastic hinge on the screen broke off. Asus told me to take it my local Best Buy who, unfortunately for me, shipped it here. I'm getting two different sets of service updates one that everything is going great and another that a part is on order and they have no idea when it is coming in. When I contact BestBuy I'm passed around like a hot potato and each agent has no idea what the other agent told me. I can't imagine paying for this "service." read more

They deserve -10000000 stars. Made an 11:40 appointment at the Etown Best Buy. Had to wait for almost 15 mins past appointment because there was only one person working. Understandable. However, when I did finally get checked in, I was turned away because the repair tech had called in. I was then told the soonest I could reschedule was the next afternoon or the day after that. To me that is unacceptable as I was turned away due to their issues, not something I did. I made a new appointment at a different store later in Louisville this evening at 6:40 - was called at 4:30 to tell me that the technician would not be there for my repair and THEY ALSO TURNED ME AWAY. Customer support does nothing about it and just repeats the same phrases to you and will not send you to the correct place. I was transferred from wrong department to wrong department. I was given 4 different phone numbers, NONE of them would help. All circle you back to Best Buy. This entire operation is a complete joke, they are useless, unhelpful and a waste of your time. DO NOT go to Geek Squad if you can help it. I unfortunately was under warranty and I have no option. This is the worst experience I have had with customer service, or the ENTIRE LACK THERE OF. read more

I am waiting for my computer AZUS to get repaired.The screen has to be replaced. and sent home on the 19th of June.So far I have been trying to get in touch with the service. Finally, I found out it is in Geek Squad City, 345 International.buld, Brooks, Kenntucky 40109. I need the computer as soon as possible The tracking number from UPS is 1Z9x50x70390681072 Please check also 129x50x70390681072 My tel.3405146049 I still hope to get my computer. read more

Very poor communication between agents and repair facility. Customer can not talk directly to someone in the repair facility to get or give information. read more

NO STARS. They've had our laptop for ONE MONTH and still only get "extended testing". I will not use Geek Squad again and I will not pay for this service once it expires. read more

My son took his gaming computer back to best buy the first week of May and they sent it to KY to be fixed well UPS delivered it but the geek ppl lost my son's computer and I want it back I have everything tracking number and stuff. I will never use geek ppl ever again read more

Beware! Had my MacBook shipped in here to the service center for Dvd drive not reading disks . All was good until I got my MacBook back. I called before it was in and they said the hard drive , superdrive, ac adapter and top case was repaired after their "diagnostics" . Well when i got it back there was a HUGE yellow stain on my macbook! They didnt replace the top case cause my sticker was still on their!!! I had to RE SEND it back in :0 NEVER BUY ANY EXTENDED WARRANTY FROM BEST BUY EVER! Spend the extra money on the manufavcturers youll be glad you did. Also i asked for the number to the service center.. They wouldnt give that to me. I asked for an email... Woudlnt give that to me eitheir read more

Update to my previous review: The local Geek Squad crew corrected what the national headquarters screwed up. If we ever use Geek Squad in the future I will make sure our products would get shipped off to the black hole that is the corporate headquarters. This review is for the Geek Squad company and not directed toward any particular store. Our computer was under warranty and we paid for an additional warranty. The hinge on the unit disintegrated and we took the computer in for repairs. We should have pulled the hard drive first. Now we are told that the only way we can get our data back is to pay up to nearly $500 for the transfer. The computer is in Kentucky and they will not ship the unit back unless we 1) pay for the data transfer 2) void all warranty. This is not acceptable. Do not ever use this service! read more

They've had my computer for 2 weeks and despite my complaints being escalated I haven't received ONE update. Kind of crazy how you can't speak directly to a person at the store over the phone. Better communication would be really nice. read more

My local geek squad couldn't repair a cracked screen on my son's laptop so they sent it to this repair center in Kentucky in July. I explained I needed it back for him to take back to college later in August. They said I'd have it back by August 13th the latest. He's now back at school without his laptop. I can't get anyone to tell me what's going on with it. I've called more than 25 times and multiple Best Buy numbers. Most times I can't even get anyone to answer a phone and have had five different people who have finally answered say someone will call me back with a status and no one will call me back! I will never return to geek squad service again! read more

Purchased my laptop from best buy, then spent more money for Geek Squad coverage. The local geek squad at Best Buy couldn't or wouldn't repair my laptop and sent off to their service center in Brooks, KY. It's been a month. They still have my laptop and I can't get ANYONE to tell me what's going on with it, outside of "it's in repair". What the hell do that even mean? You can't talk to the person that actually has the laptop. I've spent hours on the phone trying to locate my laptop only to be told, "it's been escalated, and someone will email you an update." This was told to me on 5 different occasions. I'm still waiting on the update. NEVER EVER will I use Geek Squad again. read more

STAY AWAY, I took my failed hard drive to Best Buy one month ago. What a big mistake, I had no idea what I was getting into. To make a long story short, one month later I have not received my hard drive recovered. They had to send it to their Recovery Center in Kansas I believe. I went back to the store where I took it in Jensen Beach, Florida, and they could not find out the status of my repair. Service and staff is absolutely terrible. I am very sorry that I have to write this but my frustration is very high! read more

I have the geek squad maintenance contract on my ASUS laptop. I turned it in a little after 2 year purchase date on aug 2 2021 at my local Best Buy Store since it needed a battery and there were stress cracks on the lid of the case on each side not far from the monitor hinge ends. They had to ship it UPS 2 day to the national service center in Brooks Kentucky and they checked it in on Aug 4th and their site showed parts were available on 8/52021 and on Aug 6 I was informed the laptop was being tested. On Aug 8th my account for my order showed work was in progress at a half scale indication. On Tuesday Aug 17th no further change was on the scale. So I called again and the Service was answered by a Florida agent who said his system showed it was still waiting on repair, talking to his supervisor was mimicked by what the agent said and he had no control of the Kentucky Service Center. This is the only time I needed a repair that the laptop had to be sent out. Best Buy will take the shot here, May as well buy from Amazon in the future and never buy a maintenance agreement on anything they could not connect me with the service center working on my laptop. read more

My brand new HP 2n1 touchscreen was not working. My college semester just started. I took my laptop to my local Best Buy and they sent it in to the service center. It has been sitting for days without a tech being assigned. Due to my 30 day return and replace with HP I requested an escalation for them to return it since it wasn't being fixed! I haven't received it back yet. I hope you have a lot of time to waste waiting because the service center is SLOW!!!!!!! read more

My ASUS 2-in-1 wouldn't decided to turn off and wouldn't turn back on, so I brought it in, for the second time, to my local best buy. It had been repaired in November 2016 after I had dropped it and they fixed the hardware problem and returned it in a week and a half. But the screws weren't all the way in and the screen wasn't completely centered. This time, I had my computer shipped to the facility with a note that they had done a shoddy job repairing it the last time and to do it correctly this time, but when they shipped it back, my local Best Buy saw that it wasn't even reassembled correctly. It had to be shipped back again and is still in transit after 3.5 weeks. read more

I wish I had of found these reviews before I allowed Geek Squad to send my laptop (which was less than a year old) to their Service Center. It was sent Aug 15 it is now Sept 6 and now the service tracking number they gave me to keep track of the progress is NOT FOUND. I called the stupid 888 number and they are idiots. Nobody knows anything and all they do is tell you to wait or give you another number to call and it's all automated. I was told they are going to escalate my issue and gave me a case number. I was told someone would call me 24-70 hours. Are you kidding me? Next day I figured I would use the Best Buy Chat to see if I get an intelligent person. NOT! All he did was tell me to call the 888 number again and wait on someone to call me. Nobody can tell me what happend to my laptop and why I can't track it online myself anymore. I am so pissed off because I need my computer for business and personal and I was told it should only take about 2 weeks to fix. The only issue I had was it was not connecting to Bluetooth and wireless. Now I see reviews where people have gotten their computer back and more problems were broken by the service center. I regret all of this. I should have just paid to have it fixed than use my manufacturer warranty with Geek Squad and Best Buy. It almost would have been worth paying than going through all this. NEVER AGAIN!!! In addition, I figured I would call the Service Center directly by the 502 number I found on this site............well the automated voice says the Customer has to call the local Geek Squad. So basically they do not speak with the customers directly. POOR FREAKIN CUSTOMER SERVICE! Yet another automated system, yet another run around, yet another number to call. So now I am waiting until 10am to call my local geek squad at the Best Buy store. I have little hope they will be able to give me any answers at the rate things have been going. I don't even know who or where this so called escalation is going? Who is it being escalated to and why must my case be escalated. Nobody is telling me anything and yet my computer appears to be "lost" somewhere. Beyond pissed!!!!! read more

terrible communication. no accountability they dont what they are doing and get it wrong alot very frustrating read more

This review is on Geek Squad service where my laptop was shipped to, not on the Geek Squad staff at my local Best Buy store where I dropped off and picked up my laptop. Geek Squad gets a 1-star because their service is subpar. I dropped off my laptop at a local Best Buy here in Southern California because my laptop was making a loud buzzing sound. It took Geek Squad 14 days for someone called me to tell me that I need a new hard drive, something for the screen, and about 5 other items. When I inquired what the issue was and why I needed to have all these new parts, the person said she had no idea, she was just calling me to tell me that they're working on my laptop. Since everything was covered under warranty, and since I couldn't get any real information from the rep, I simply said OK. About 5 days later, another rep called me and told me that since they gave me a new hard drive, he wanted to know if I want Geek Squad to recover what's on my old hard drive. This rep sounded a bit more technical, so I asked him if he knew what the issue was with my laptop and why I needed all these new parts. Again, this rep knew nothing. When I asked what OS I was getting on the new hard drive, he didn't know either. He basically told me the only reason why he called was to see if I wanted them to recover the data on my old hard drive. (I had backed up all my data, so no, I didn't need them to recover any data.) Wow, talk about a company that is completely disjointed. Each person only knows what s/he is supposed to do and nothing else. This customer service is completely subpar. Haven't they heard of single-point-of-contact to the customers? Or, don't they have at least a ticking system where they can look up the answers to my questions? Now that my warranty has expired, I will not be using Geek Squad anymore. read more

My Dell Inspiron 2-in-1 was not responding to charging or turning on at all, so I took my laptop to my local Best Buy. After which, it was shipped to the Brooks, KY location. They quickly (within two days) discovered that the battery was the culprit, so they changed it out. A few days later, they put it on the UPS truck and sent it back to me! No data was lost, and my computer was working perfectly fine. No regrets in purchasing the Geeksquad protection from this user! read more

They stole parts from my Hp Omen Laptop in June of 2018. Filing charges now. They just lie and now of course I am very upset.

One star is too high... I'd give Geek squad a negative rating if possible. I brought in my computer with a motherboard issue. The local Geek Squad staff were friendly but not equipped to fix the issue, so they sent my laptop to their national service center. After two weeks, the service center returned my laptop to the local Best Buy store and I was told it was ready for pickup. I made an appointment to pick it up, and while they fixed the motherboard, they damaged the keyboard. Local staff apologized and sent my laptop back to the center for repair. Two weeks later, I was told it was fixed and went to pick it up, and the LCD screen didn't work. More apologies, and sent back for repair. Two weeks later, same deal. Went to pick it up, and this time the screen technically worked but was extremely dim I.e. almost completely black, although you could see the sign in bar. More apologies from staff and sent back to the center for repair (you can't make this stuff up). It's been almost 4-weeks now (latest issue) with no significant updates; every three or for days I receive an email that a part is is broken, needs to be fixed and they are ordering parts. Long story short, my original motherboard issue has taken ~10weeks (not resolved), and during that time the service Center has managed to somehow break just about every other component in my laptop... read more

So I am a retired Network Admin. A friend of mine living out of state took their best buy bought laptop to the geek squad. Reporting to them that browsers were closing on their own. Best Buy charged $200 to load their anti virus, run a scan with it and run ms updates. I get a call from my friend that the laptop to is still closing browser windows. Upon remote examination I find that windows/temp and user temp folders were never emptied. Also browser cache was not cleared. I also loaded Malwarebytes free version. When the system was scanned 2196 malware trojans were found. Really Geek Squad! $200 for nothing. I wish this were the first time I heard of issues with them but it is not. Beware consumers! These are minimum wage ppl working on your computer. Many of them barely got out of highschool. This is not a sales pitch for Malwarebytes or my abilities. It's a headsup to bad business practices and professionalism. read more

My Toshiba laptop is under warranty, two of the three USB ports stopped working. My local Best Buy shipped it to Brooks, KY because they do the warranty work. It had been at Geek Squad Kentucky for 31 days. Parts have been ordered and installed 10 times. It still is not fixed and no one can tell me when it will be fixed and returned to me. They have replaced my hard drive, mother board and usb ports and I don't have a clue what else they have done to it or why. If I had know my other option was to send it to Toshiba I would have done that. Best Buy will not give me an exchange even if I buy a more expensive laptop. They are unwilling to do anything for me other than to say they are sorry I don't have a laptop for over a month. read more

It's a long story that I don't know you'd want to hear. Bottom line is I don't recommend this service at all due to the extremely poor lack of service and communications the service had. After 5 weeks of ridiculously inconsistent status, they decided they couldn't fix my machine and still charged me the $35 for the estimate. read more

I have never received such bad service in my life! If I could give them a zero rating I would! We have called Geek Squad literally 15 times over the past 2 months regarding our Samsung Dryer which has been broken. Every time we call they act like it's the first time we've called. They sub-contracted out to A&E appliance repair. Thus far they sent the drum to our house 2 weeks later a technician shows up. They don't give you a time they will arrive so you have to take off work all day to wait on them. Then the techician tells us within 5 minutes the wrong part was sent to our house. So now we are waiting AGAIN for a part to show up and a technician. The wrong dryer drum is still sitting on our porch for the past 6 weeks and has apparently become a permanent fixture. We are 8 weeks out without a dryer and they can't give us a date when they will be out. All they can tell us in a week they will let us know if they will be out to fix the dryer or send me a new dryer. At this point I've chalked up my loses and bought a new dryer. Please don't waste your money on buying Geek Squad. read more