Geek Squad — Local services in East Hanover

This Geek Squad in East Hanover has absolutely TERRIBLE customer service even if your are a Best Buy Total Member. My laptop wasn't connecting to the internet so I took it to Geek Squad. The teenager who works there told me that it's one of two problems. A minor issue that would cost $250 or a major issue in which I should replace my laptop. He convinced me to join the Best Buy Total membership because at $180, the services to repair the laptop would be covered. If it was the major issue, the Membership would go towards the Warranty plan for the new laptop. I dropped the computer off on a Friday and heard nothing back for days. I tried to call Best Buy to get an update on the computer but the number just takes you to a call center in the Philippines. By the time I got through to someone at the store on Wednesday, the guy said the computer has been done and is ready for pick up, and doesn't know why nobody called to tell me. He said instead of buying a new computer I could just buy a USB port that can connect the computer to the internet. I therefore wanted to cancel the Best Buy Total Membership because it ended being a rip off for me. With tax I spent $191.91 for the membership, for a diagnostic job that cost $100. I go into Best Buy to pick up by computer on Thursday and buy the USB port. I also try to cancel my membership to Best Buy Total because I was either lied to or misled to believe it would be beneficial for me to get it. The guy at Geek Squad says I can't cancel in person, I have to call the Best Buy phone number (Which is a nightmare calling). It's crazy to think that you can begin the membership in store, but you can't cancel it in store. Go figure. They purposely want to make you jump through hoops to try to cancel. I ask to talk to a manager who is a miserable looking lady who hates her job, and she won't help me, she just says I need to call the number and she walks away. Finally, I called the number and had the Geek Squad guy walk me through the phone call, and luckily I was able to get through to someone. This whole thing took an hour and makes me never want to shop at or deal with Best Buy again, after I've been a pretty loyal customer for 25 years. Their customer service is absolutely atrocious. And if that's how a manager treats you, that store has...

Can I give zero stars?

I like to do a lot of my tech support myself... and should have done just that...

I backed up 1/2 my hard drive not 1 hour before bringing my laptop to them for some basic cleaning support... like "can you open it and clean out the fan and give the back of the keyboard a scrub?"

Within 5 mins... they came back with my laptop... wiped down the front and said they blasted it with compressed air... and then the laptop wouldn't even turn on... no power... no nothing...

They totally managed to break my laptop in the span of 5 mins and then claimed that there must be MAJOR issues with it... yeah sure... which is why I was able to backup 1/2 my data not an hour before... sure sure...

These guys are the BIGGEST SCAM artists on the face of the planet...

NEVER ever go to these guys... What a joke...

Oh... and then they offered to help me "recover" my data for like $200... screw you... I'll do...

So they said it would take them 10 days to come out and after accepting that delayed appointment, I made it home on Sunday on time for the appointment... after waiting for 2 hours, they called and said they couldn't make it since they mis-scheduled it on the wrong guy who wasn't able to do the work I needed. They offered to reschedule for an additional 2 weeks later. Thanks for making me take my Sunday away from me and waste it on you guys, only to find out you would screw up the schedule and make me wait...