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New Member
Posts: 3
Registered: ‎01-13-2018

Geek squad membership is worthless!

I continue to pays hundreds of dollars so I can bring all of our laptops & PCS to Geek Squad for check ups and cleanups. For years I've done so because I was sure one day it would be worth it becaise I'd actually have a problem needing to be taken care of. The first time something is actually acting up and they REFUSED to accept my laptop for diagnosis today!!! After a 15 minute conversation, they are sure they can't help and won't even accept, it to check it out. How can you make that determination without even turning it on and running your diagnosis? I want a refund on my service plan. I'll never come back.
Posts: 1,299
Topics: 18
Kudos: 157
Solutions: 56
Registered: ‎10-19-2017

Re: Geek squad membership is worthless!

Hello CBankuty,

 

Thanks for reaching out to us on the Best Buy forum!  I’m sorry to hear that you’re having trouble with one of your laptops.  I’ve had great experiences with Geek Squad myself, so I’m sorry to hear that your experience does not align.  

 

Generally speaking, if you have a Geek Squad Protection Plan (GSP) for a computer, there are a lot of issues that are covered, so I'm not sure why service would be denied.  Using your forum registration information I was not able to find an active GSP for a laptop on your account.  So that I can take a closer look at this situation, can you please provide me with the phone number and email that your GSP would be under as well as a little bit more about the issue that you are having with your laptop and which store that you took it into for carry-in repair?  Please send that information to me in a private message by clicking on the blue “private message” button in my signature. 

 

Thank you,

Kayla|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎01-13-2018

Re: Geek squad membership is worthless!

[ Edited ]

Hello, I took my laptop to a private PC repair place. Ryan {removed per forum guidelines} at Cusom Built PC & Repair was able to fix it. The problem originated from Webroot (The virus software that Geek Squad told me to use and installed for me). Not only was it not stopping the viruses, but it was preventing other things that needed to happen. It specfically blocked system & software updates from running. This happened after I left the laptop with Geek Squad over the summer when I dropped it off to be optimized for my son to use for college. BIOS was so outdated (due to Webroot) that it caused the battery not to charge. Plus the BIOS setting was set incorrectly, Ryan had to bypass the low battery sequence in order to get the BIOS to update. It cost me $180 to fix and update BIOS, run all system updates, remove Webroot, install a new virus protection, remove viruses, cleanup software, & fix the registry. I'll send you a private message with the details you've requested. It would be very nice if Best Buy would refund me at least half of the cost for this plan that I cannot use because they won't even run a diagnostic test when I bring the laptop to the store. They were so sure I needed a new battery and they didn't want to bother checking out what the problem was.

Posts: 1,299
Topics: 18
Kudos: 157
Solutions: 56
Registered: ‎10-19-2017

Re: Geek squad membership is worthless!

Hello CBankuty,

 

Thank you for providing that information in your private message.  Using that information I was not able to find an active GSP for a laptop, though there is protection plan for a laptop that expired toward the end of last year.  With an active protection plan on a product, generally speaking, a GSP should cover hardware diagnostics.  As it appears that coverage ended, it’s possible that they may have required a charge to run a full diagnostic on your laptop, though I’m sorry if there was any confusion about this if you had another service plan that could have covered the service.  

 

From what I understand, missing BIOS updates shouldn’t cause a charging issue with a laptop battery, but I’m happy that you were able to find the help you wanted, even if it was not with Geek Squad. Best Buy should not reimburse customers who seek services outside of Geek Squad, though thank you for the inquiry.  Using the information you provided, I do see that you have a Webroot subscription.  As you’re saying you no longer want that service because you feel it is inadequate virus protection you should be able call in to cancel the service at 1-800- GeekSquad (1-800-433-5778).  

 

Thank you,

Kayla|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎01-13-2018

Re: Geek squad membership is worthless!

I have an active GSP, I renewed it this summer for 3 computers. Geek Squad was able to find it when they checked me in last weekend. I'm not surprised that you're unable to locate it, this is just one more thing...

I'll reach out to the store manager when I'm back in town.
Posts: 1,299
Topics: 18
Kudos: 157
Solutions: 56
Registered: ‎10-19-2017

Re: Geek squad membership is worthless!

Hello CBankkuty,

 

Thanks for providing that feedback. Geek Squad Protection Plans (GSPs) are generally provided individually, though a Webroot Antivirus subscription would typically be for multiple users.  The Webroot Antivirus I referred to previously in your account is 3 users for 1 year which was renewed back in August.  Is this perhaps what you’re referring to by saying you have a protection plan?  GSPs and Webroot virus protection are different services, so I’m sorry if this is causing any confusion.  If this is not the case and you indeed have GSPs that are not pulling through my system with the information you provided, I’m sorry for the inconvenience.   

 

At this point, if you would like to cancel any possible Geek Squad services or the Webroot subscription that I do see on your account, you should be able to take care of that by calling 1-800-433-5778. If there is something else I could assist with here, please let me know. 

 

Thank you,

Kayla|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!