JS
John Stansberry
Sep 22, 2026
I rarely leave a bad review, but Geek Squad worked so incredibly hard to get this one. I had a warranty issue for high end Lenovo computer. This computer is my main work computer. I had problems with it randomly crashing. The computer was still under warranty with Lenovo and Lenovo agreed to fix it. Lenovo has a contract with Geek Squad for Geek Squad to do their warranty work, in turn Lenovo pays Geek Squad for the work done.
The first time Geek Squad had my computer for 2 weeks they sent it off to their repair center in Kentucky. I was told that once the computer was inspected I would get a phone call from a technician to explain what was wrong, what was to be done and an estimated completion time. I received zero communication. When I finally did get the machine back their was a brief note stating that the motherboard was replaced and it required a reinstallation of the thermal paste.
I took the computer home to test it. The issue of random crashing was resolved however the computer was running much slower than it ran before. This was confirmed by testing on Cinebench. HW Info also showed extreme internal temps, and constant thermal throttling all while the chassis stayed cool to the touch. This all points to signs of poorly installed thermal paste. In addition, the techs who worked on the machine never registered the new motherboard serial number. This means that when I open Lenovo Vantage the serial number and product number show as invalid. This is a problem with any future warranty work between me and Lenovo, any customer support between me and Lenovo, and this is a problem if I ever need to sell the computer. Lenovo confirmed that part of new motherboard install is the registration of the serial number. So this part of the job was skipped.
I returned to Best Buy and explained that the computer is running slow, it is not transferring heat from the processor to the chassis, it is thermal throttling under light loads, and that the serial number was not entered. I specifically asked them to open it up, check the thermal paste and retrieve and enter the serial number. They took it for another 2 weeks and sent it back to Kentucky.
When they returned it, they said. "There is no problem. We ran it on our own stress test program and it didn't crash. There is nothing more we can do. Except keep it for more stress tests. " I replied first of all the computer still shows an invalid serial number, you never opened it to retrieve the serial number. I told them that this is unacceptable and I was promised that a manager would call me. Then they tried to show me at the desk that they computer was running fine and not thermal throttling. The first thing I noticed was that they were using a small power supply. I said, "that power supply is too small". They replied, "no, this is the correct one." They were using a 240W supply. (Of course it runs cool on half the power!) I said "Look, the computer won't even let us enter into performance mode."
When I got it home and hooked it up the power brick it comes with, (400W) The computer throttled and struggled like crazy.
So basically they ignored all my concerns and proof. They ran it on their own "stress test" with who knows what size power supply and said because the computer ran for 24 hours without shutting itself down it's fine. Still an invalid serial number and performance numbers far below system specs.
Weeks have gone by. There has been no more communication. I have now been without my work computer for a month total while they had it. I am now dealing with Lenovo again, who needs to take it in and open it all up again.
I talked with a Lenovo manager about this and his response was that Geek Squad computer repair problems are "well documented".
Please do not trust an expensive computer to Geek Squad. They may be ok at helping little old ladies set up a password on an i phone, but they clearly have no business doing actual computer repair work. I have already lost some work deadlines over this issue, and Geek Squad could care less.
