Ill preface this with stating that I’m relatively computer savvy, however there are times when I simply do not have the time to fix the issues caused by my families web browsing habits, nor the patience. I’ve utilized Geek Squad quite a few times since the late 2000’s with problems here and there, but nothing like what I’ve experienced the last year of doing business with them. The most recent experience I’ve had with the Geek Squad has left an incredibly sour taste in my mouth. In early March, I took a computer into Geek Squad to have them remove an apparent virus. My eldest son had been using the PC for “”homework,”” and had been complaining of numerous pop ups and issues where the browser would take you to a, less than desirable, website other than where you requested to go. I spent about an hour going through it and trying to remove the virus. The conclusion that I had was that the infection was beyond my abilities and would have to be looked at by a professional. The next day, I took it in and dropped it off with the familiar faces at my local best buy. One of the guys in there recognized me and got the paperwork started as usual. Took my concerns down, noted the hardware I’d dropped off and said they would call the next day after he had a chance to look at it. Next day rolls around- No Call. Next Day – No Call. Five days into it I receive a call, from someone other than my normal tech, who says the problem is fixed, and the PC is ready for pickup. $199.99—Not too bad, considering it was 4 or 5 days’ worth of work on the computer, I’m just happy to have the computer back. It’s hard to share the three computers we have in the house with the 5 family members in our household. Upon getting the computer home, hooked up, and turned on the first thing I noticed was that the computer was NOT fixed. It was exactly how it was when I had dropped it off. I contacted the store that evening and was instructed to bring the machine back in, and they would look at it. I immediately unplugged it, drove it back over, and dropped it off with the same technician that released it to me just hours earlier. The tech informed me that it would be looked at first thing in the morning, by the technician that usually works on my machines. At this point, I am upset, but more frustrated. I am very understanding and do realize that things happen. This is a fact of life. The problem occurred when 48 hours later, I get a call to pick the computer up. Rinse and repeat. Get the machine home, kids are using it for a few hours to get homework down, the pop ups appear and the “browser redirects” start happening, this time much worse than before. The computer is now locked up and unusable. It was at this point, we shut the machine off and left it alone. The following morning, I called and spoke with a Geek Squad supervisor about getting a full refund for the service. The manager instructed me to bring the computer in and they would take a look at it. At this point I told them I had already hired someone else to fix it and repair the issues, and I would prefer a refund. The manager said they could not do that and that I had to bring the machine back in. Obviously, I am unable to do this. I found an online computer repair company, SafePCFix, that will do the repair remotely and while you watch (if you want.) They had walked me through the connection process and were fixing it, while I was on the phone with Geek Squad supervisor trying to get the refund from the botched job. While they declined to do it, the tech I was working with offered to help me get a refund by providing proof of the rootkit that was still installed on the machine. I contacted the CC Company with the information the technician gave me and they refunded my money back to my account. I’m unsure if Geek Squad is going to fight the case or not, but the technician at safepcfix told me they would help out if they needed to. It took these guys 2 hours to fix Geek Squad’s errors and mistakes. The computer works better than it did when we purchased it, and I am very happy with the work. I will no longer be using Geek Squad, and I recommend that no one else does either. There are times to skimp on repair services, and when you’re dealing with expensive electronics, its better to do it right the first time. I sincerely hope that none of you have to go through what I did. It has been quite a nightmare. Note: I have annexed some details out of the above story to save time and space. If anyone is interested in getting more details about my experience, please email me and I will be happy to answer any questions that you have.
This complaint and/or review was posted on HolySmoke.org on 01:38 am, December 21, 2018 (CST) and is a permanent record located at: https://www.holysmoke.org/scam/geek-squad-review-8/.
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