Geek Squad in waterloo | Best Phone, Laptop, and Computer Repair Services at Affordable Prices | Quick Fixes

Best Buy Canada Geek Squad ! Your customer service, protection plan and overall processes has lost a solid consumer for over 20 years. There is no way to submit online reviews so this will be my public platform.

I got a phone in Nov 2023 on sale for black Friday. No charge upfront and $15 a month for 2 years. Great deal! Of course the Google Pixel 7 glitched on the apps I used most. @Koodo was great and exchanged the phone for Samsung A13 as they were valued the same. Submitted documents to Geek Squad to change the protection. No response but it did happen.

Now my phone screen won’t turn on. Most likely water damage even though it is supposed to be water proof (fell in water and pulled out immediately, but a few hours later stopped working).

Take it in store and they say I have to complete online. Talk to agent online and they make me call in. Call centre tells me I should have been able to do it in store. I get frustrated. Regardless, he starts process. Over a week later I get a call that the person didn’t complete it properly. Get told that there is a service fee of over $250 (cost of my phone paid to date and double that when you add in the cost of the plan!). So they want me to pay 3x for my phone in order to repair it or send me a new one. How does this math make sense???? Paying the fee which is the same cost of another phone was worth the coverage….paying it a 3rd time is absolutely ridiculous. I ask for it to be reviewed. Get a call Monday night and they don’t understand the person’s notes and they think they are charging me but issuing me a $50 credit. I explain again the costs and that the person thinks the cost is being attributed to the initial phone value but doesn’t take into consideration that the phone was not that cost.
I explain that if they are going to charge me another value of a phone I have already paid for and paid for in fees then I want a refund and my plan cancelled. They say they will escalate it. Don’t hear from them but wake up to my plan being cancelled today. What a joke! No call. No resolution. Just take your money and run.

If I could give it 0 stars I would. Worst customer service, and worst plan ever. First they have been double dipping payments, for something I cancelled months ago. Then they never moved my old computer off the plan and nor added my new one and I have been paying monthly for a computer that I no longer have BUT not paying for the one I do have, and now they think I owe them for the new computer. Also, when I bought my new computer I asked them to move all of my data off the old laptop on to the new one and they did not do this correctly and then wiped my old laptop clean and lost all of my work files. Then I had to send off the computer for 2 months while they retrieved the old data through a deep dive recovery. They tried to charge me $600 for THEIR mistake, and I said no, they ended up covering. The whole experience has been awful and clearly the staff at Waterloo as NO idea what they are doing. My case has been escalated BUT will take 3-5 business days for someone to even call me back! Once I get it cleared up I will be canceling my membership entirely because I would NEVER trust them to touch my laptop moving forward.

I purchased a Geek Squad membership because the first computer I purchased broke down every month and after 6 months, I had to throw the computer out because it wasn’t worth replacing the motherboard. On my second computer, I I purchased the plan because the employee told me I could cancel the membership atter six months to see if it was worth it. I tried to cancel and they said I owe them the remaining balance of my two year plan. A two year plan is worth over $2200, my second computer was $650 and my first computer was $500. What a waste of money. I tried to stay within a budget and it has costed dearly. I wanted to buy a mac but tried this to save money. I should have just bought the mac! I will never shop at Best Buy ever again.