Geek Squad

Reviews

• ST

  Sherri T.

  Feb 18, 2023
  5.0
  Riley, our in-store Geek Squad agent, was knowledgeable and thorough in setting up my new HP Envy laptop. Excellent service!
• TT

  tcalderon25

  Feb 4, 2023
  1.0
  Where do I begin? First off, I assumed getting a new screen for my phone would be simple, but that's apparently not the case at geek squad. I went in to get the process started and my experience with the staff and the manager was awful. I had to wait 15 minutes even though I had an appointment. When I was finally assisted they told me the screen needed to be ordered and would take 3-4 weeks to come in before the repair could be made, despite customer service informing me that they had the screen and could get it fixed the day of. The manager told me he was going to the back to order the part and add me to a service list. I waited an additional 15 minutes after this and then one of the other Geek Squad associates came over to ask if I had been helped. I explained I was waiting for the manager to return to tell me everything was all set so I could leave. The associate went to the back to find the manager. The associate returned and told me the manager had left for his lunch. I nearly lost it. I kept my composure and asked if I could just schedule my service appointment when the part comes in. He said yes, but I had to pay up front for the part and service which was $270. I decided to pay and proceeded with my day. I thought once the 3-4 weeks passed I would finally be able to drop off my phone to get a new screen. 4 weeks later, I am informed that the service request for my screen part was rejected by Samsung due to the diagnostic test being completed incorrectly by Geek Squad. They wanted me to bring the phone back in to re-run the diagnostic and have me wait another 4 weeks. At this point, with everything that went wrong, I decided enough was enough and called in to Geek Squad customer service to request all services be cancelled, and to be refunded. They told me I had to go to the store I made the first appointment at in order to process the refund due to the high amount. Thankfully, when I arrived the manager was nowhere to be found. We only waited 5 minutes for their associate to finish with their current client. She looked up the service request in the system and when we explained what we wanted after this whole debacle she agreed to refund. She tried to explain why all of this was happening but it seemed like she was just making up excuses while she processed our refund. We assumed she was trying to save face for her manager. We asked for the manager's card before leaving and confirmed he was the one who helped and left us hanging on our first visit. Geek Squad will no longer be a place we will consider when we need to resolve a technological problem. The service was terrible and we will never get back our time wasted. I can't speak for other locations, but the Aurora location off Mississippi near I-225 should be avoided, unless you are looking for an unprofessional and inefficient in-person service.
• JM

  John mortensen

  Sep 5, 2022
  5.0
  Courteous employee, thomas. Good experience.
• DY

  Dexter Young

  Nov 3, 2019
  2.0
  No one ever answer phone called 3 time's
• JA

  Joan A

  Jan 24, 2019
  5.0
  The Geek Squad is the BEST. So caring and they do the job right. This is based on my help with my computer. Smart caring people.

Frequently Asked Questions About Geek Squad