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Posts: 1
Registered: ‎10-16-2017

Geek Squad knows nothing about Apple Products

We bought an APPLE LAPTOP FOR $2000 at Best Buy, They sold us a Protection Plan for another $200.

We had an issue with the laptop and brought it into the Geek Squad. After 2 hours and bringing the laptop to the back to other members of the Geek Squad, the problem was not fixed.

It was a problem with e-mail. Not only was it not fixed, but they screwed up a lot of the programs and things were missing, such as the e-mail configurations.

After 2 hours, they told us that they were not familiar with Apple products and to take it to the Apple store in the Mall where they have all of the 'secret info'.

Why didn't they admit that in the first place? I would have not had a week of aggravation and frustration.

Being handicapped, it was very difficult for me to bring the laptop to the Apple Store,

I think it's time they hired someone with knowledge of Apple products. And, they should NOT sell a Protection Plan for Apple Products when they have no knowledge of how to fix them. I want my money back for the Protection Plan!!

Do not buy any Aple products at Best Buy along with a protection Plan! Best to go directly to the Apple Store.

What a rip-off.

I have contacted the Maryland Attorney General's office with a complaint, as well as the BBB.

Posts: 8,997
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Registered: ‎09-29-2008

Re: Geek Squad knows nothing about Apple Products

Hello JamesOldGafney,


Welcome to our Community. As I know from my own experience, having computer issues is upsetting enough, but having those troubles addressed in an unsatisfactory way is another whole new level of aggravation. I was quite discouraged to read of your experience with Geek Squad and I regret any inconvenience to you.


Firstly, if you purchased Geek Squad Protection for your computer, you may seek a prorated refund for your plan by visiting your local Best Buy store with your purchase receipt. With apologies, AppleCare may only be refunded within 30 days of purchase. You may wish to contact Apple directly for further assistance with your AppleCare plan if needed.


I'd like to alert the store leaders to your experience as it is my understanding our Geek Squad agents should be able to work with Apple computers. At what Geek Squad Precinct/Best Buy store did you have this experience?


I look forward to hearing from you and I am grateful you took the time to share your concerns.

John|Social Media Specialist | Best Buy® Corporate
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