Geek Squad

At one point or another we all need computer repair help and I am no different. I found myself in need at the worst possible moment. In the middle night, when everything is closed and the night before a report is due. I called Geek Squad online support for help and was charged for the $199 virus removal service. They connected to my pc and attempted to remove the problem. After a couple of hours and a whole lot of coffee and nail biting they call me back and say there is nothing they can do. This time, the guy I spoke to had a heavy accent and seemed to be calling from overseas. And long with this and the fact they said the virus is too embedded to be removed without causing further damage and system instability. I get off the disappointing phone call and am still sweating because this report is 35% of my overall grade in this course and I absolutely had to have this done in the morning. I run a quick Google search for a solution when I find SecureRemoteSupport[dot]com who provides online services and have a “No Fix No Pay” guarantee. Wow that would be nice if Geek Squad offered the same promise. Within an hour they had diagnosed the virus and had removed it completely for $105. And best of all, I didn’t lose any of my work and my operating system was completely repaired. Apparently the Geek Squad isn’t as good at their job as secureremotesupport[dot]com is. I really appreciate their diligence on fixing my issue and suggest others think twice before contacting Geek Squad to fix their computer. more

I purchased and scheduled installation the following weekend. At time of installation Geek Squad calls to tell me they do not have an extra man or speaker wire to do the job (evidently surprised that there is also a surround sound system to be setup and unable to get any from the store - right). I call their field tech manager who received a different story from the tech, blaming the mishap on my scheduling issues - untrue. The manager apologized and upgraded my speaker wire - rescheduled next weekend first thing. No one shows up. I tried calling the same manager who was not available nor could they reach him. Turns out no scheduled appointment was made. They could not schedule for that day (10am). This new field tech manager, Eric, is unwilling to grant me any compensation other than rescheduling for next day. In asking for a supervisor above him he gives me the name of the store manager for Webster - who is NOT above him in any way. Eric tells the store manager to give me $100 off. If anyone has ever wasted two weeks waiting on installation caused by the installer, $100 is what your time is worth to them. I end up cancelling the order in store with Eric. Trying to seem interested in what series of events happened (never documented by the first manager) was a bit irritating as he wasn't documenting anything either. Who wants to document complaints when your the manager and its partly your fault? Hm..\r \r The next day rolls around and guess who calls? ""Geek Squad here, we just need to know how to get to your home to do your home theater install."" \r \r To me this shows a severe lack of respect for commitment to the customer as well as displaying a truly unorganized and uncommunicative staff at all levels.\r \r Avoid this store if you value your time and your money. Pros: Nationally linked to a well-established chain. Cons: Below par customer service and commitment. more