Geek Squad — Local services in Longmont

My issue is with Geek Squad billing via phone. My Geek Squad Protect & Support Plus expired on 9/11/17. On 9/10/17 I paid the $162 to have it renewed for one year. When I hit the submit button i was forced to accept automatic renewal. So after I accepted to get my plan renewed on time, I called Geek Squad for clarification. I asked them if i had to be set up for automatic renewal or if i could go year to year on my own. The rep assured me that my account was not on automatic renewal and that i was covered for one more year as i made sure to reiterate that i did want another year of coverage as i just paid for it. A week later i get an email about my coverage expiring and that they had a cheaper option that didn't cover as much for me to opt-in to. I called Geek Squad because I was confused. On 9/10/17 i paid the $162 to extend my coverage for another year. I even got a confirmation email saying my coverage would continue without interruption. The rep tells me when i called on 9/10/17, that the rep i was speaking with accidentally deleted my payment (even though he assured me i was covered for another year). So i said that's not my problem my payment was deleted, i paid for another year of protection. We are now at 11/1/17. I've spoke with at least 6 different reps and 2 managers. ALL of them assured me i would be taken care of. Every single time i called i got the same feedback "ma'am we have pushed your case to the top and management will be taking care of you." Well today i was told that my case was denied weeks ago because I "asked the rep to delete my card from my account because i didn't want to be on automatic renewal." That is incorrect. I asked if i needed to be set to automatic renewal to which i was told i did not. Never once did i ask to delete my payment. The Geek Squad rep took it upon himself to delete my payment. Had i been told that my card needs to be removed from my account in order to not be on automatic renewal and doing so will also delete the payment i just made, i would've said to leave my card on the account and i would deal with renewal next year. None of that was told me. Geek Squad wants you to believe they are here to assist you, but really they're the most incompetent customer care service i've ever dealt with. Now i have a computer that i spent $2,500 on with no protection. Complete...

I honestly have yet to find a valid reason why this company exists. As far as their customer service is concerned...each time I have worked with their associates I have been pleased with how I have been treated as a customer and how they took the time to listen to what I had to say.

However, there have been two instances where their service has brought into question why the company even exists. Issue One: 4 years ago I had a laptop of mine start having issues with the display. Being as it was one week away from the end of its warranty I rushed it to Geek Squad to have it repaired. They made the repair ticket and sent it out. One week later it was returned because the associate entered the incorrect serial number on the repair ticket. Since it didn't match the SN# of the device sent in, it was returned. By the time the mistake was noticed I was now out of warranty and out of luck with getting my laptop repaired. Geek Squad offered to buy me a new computer at the purchase price of my old one. A terribly generous offer that I accepted. Even thought they took care of the issue without hassle, I swore to myself I would never use their services again.

Fast forward to today to Issue number two. Two days ago I shattered my tablet in the most spectacular way possible. I gotta admit, the screen was quite beautiful with its spiderweb pattern of broken glass, but it was utterly useless unless I wanted to donate a little bit of my DNA each time I swiped the screen. So, I took it to Geek Squad to have it repaired. There I was told that it would cost me 35 dollars shipping to have it sent to Samsung and the repair would cost me an additional 200.

So what gives? Why are they useless? Well, I called Samsung and the company happily gave me FREE shipping to have my device shipped to them for repair with a 200 dollar repair fee. Being as I was young and dumb when I sent in my laptop (and didn't know any better), I suspect that I could have done the same for my laptop and saved myself the headache and mess that Geek Squad caused back then. Aside from being a glorified shipping and delivery service for matters that are otherwise free by the manufacturer, I have yet to find out what they really do or why I should give them...

Brought my iPhone in because the screen stopped working properly. The guy spent 45 minutes try to run diagnostics and retrieve the serial number from my iPhone. He seemed confused about how to do this and had another guy come help him who was able to do this in about 2 minutes. I have no idea why it took him so long to simply assess a problem that I had already identified when I came in.

My biggest issue is that before I left, I was told that because my iPhone was out of warranty - that I would have to cover the cost of a $279 screen replacement. He also looked at the other guy and said “is she gonna need a unit replacement?” Which.... I knew I didn’t need nor did I have $500 to do so. I’m not sure why he suggested that and it seems like he didn’t really care to help me in this situation.

He told me that the apple store would be the same experience and prices - yet today when I went to Apple, he ran diagnostics in 5 minutes, and I walked out of there with a FREE REPAIR. The guy at Best Buy insisted that since my phone was out of warranty I’d have to pay - but the apple IPhone Display Model Displacement Program literally exists for people past warranty who don’t have any other damage to their phone to cause an issue with the screen. I would’ve paid $279 more dollars and dealt with a much more unhelpful person if I had gone...