Customer Ratings & Reviews

I had my tv installed recently and was not not happy with the results. They installed the tv mount which I wasn’t happy with but I also had a sound-bar mount that’s to be attached to the TV but they put it on the wall. It was clearly designed for the TV. They messed up my wall, had to patch up the holes. They bent part of the mount by putting it in unnecessarily too tightly. This sound-bar wasn’t even 5 pounds. They wouldn’t listen to my dad when he wanted it moved since it wasn’t even centered. For the TV mount, they didn’t put in washers and a pin on the part that attaches to the wall wasn’t put in correctly. For how much it’s charged, the service was awful.

You are not using the same technicians used the last 3 times I have used Geek Squad. You are outsourcing and they call themselves agents. Well the agent I had put my sound bar up crooked thus the Tv above is crooked. And worse, however he hooked up my soundbar, every time I turn the TV on a loud almost siren sound happens for about 30 seconds. And yes, another agent is coming out to fix it (supposedly) however, I now have to be available for another time period and I work. Very inconvenient, not happy AT ALL with installation. Will not use Geek Squad again as long as they are outsourcing their installation techs. I can get mine own agents for less then I paid to do the same job.

My wife and I purchased a new Samsung 55" LED-LCD TV this past Friday and purchased the mounting service as well. There was a special which included a HDMI cable and mount and the mounting service. The price was something that we could not pass up. The salesperson stated that the soonest he could schedule the appointment was for the following Wednesday. That was perfect as this was my next day off. A few days later I went online and started reading the reviews of the mounting service by Geek Squad. Let me say that I became very concerned with the reviews that I read. I needed a wireless adapter for my new TV so I decided to go back to Best Buy. While there, I decided to check the status of my appointment. The salesperson was very polite and confirmed that my appointment was indeed scheduled for the next day between 8-12. Shortly after 11 AM, two individuals came and the first thing they wanted to know was which wall I wanted the TV on and how high I wanted it. I asked them for their professional opinion and I'm glad I did. The TV looks great mounted on the wall. They vacuumed up after themselves and took all trash with them. They also programmed my TV to indicate which HDMI cable was connected to my TV, Blue-Ray player, and XBOX. These guys were very professional and courteous the entire time. I will be using them again to install the home theater system in my home. Forget the other reviews and give them a chance.

The best part of this service was the agent who came to perform the work. He was very professional and friendly, and the quality of the work was excellent. The two main problems I had were: 1) Only one agent showed up to mount a 50" TV. Obviously I had to help him (which I had no problem with) but for $200 I would think that I shouldn't have to do part of the work. The agent said that they normally have two people and apologized for not having a second person there to help him. 2) Timing. I called to make the appointment a few days after placing the order, and the first open time slot they had was two weeks after I was scheduled to receive my TV. Later, they were able to move the appointment up but only by a few days. The agent also arrived past the time window given. If you look at this service as an insurance policy to ensure that your TV won't come crashing down off of the wall, then it's a good service. However, If you have a drill, a stud finder, and can read the directions on your wall mounting bracket, then you can save your money and do it yourself.

Bought new 50" plasma on black friday and was offered geek squad mounting installation at a pretty discounted price. The work was done professionally and on the date/time scheduled but the installers didn't tell me until after TV was mounted that the cables could not be snaked through the wall because of the location of my outlet. A big reason you have a TV mounted is becasue of the modern look it has with the cables being concealed through the wall. If I paid the normal installation price I probably would be po'd even more but i think I got a decent deal. Part of what I paid for and really the majority of the work being done is actually having the cables concealed, it still looks great on the wall but I really should have been informed that the location of the outlet would be an issue before drilling and mouting the tv on the wall. Otherwise pretty professional and courteous installers.

I will try to stick to the facts so you can decide whether the geek squad service is worth it for you. Obviously by the title I am very unhappy with my experience. I originally planned on getting a Samsung pn59d8000 plasma with a geek squad install for over the fire place. Store recommended I have a consult to be sure it could be installed and was a fit for my situation and the $100 could be applied to my install and tv purchase. Made sense. Geek squad consultant showed up on time. Determined the pn59d8000 was a fit for my situation. Also recommended a surround sound system, blu ray, remote, hdmi cable, power cleaner/surge protector, etc. Informed me that the geek squad install would include hanging the tv, attaching the components, running the wires, installing the surround sound and programming the remote. There were some added charges for running the wire, programming the remote and a custom install above the fire place but all seemed logical and reasonable at the time. We scheduled the install for 2 weeks later, the equipment arrived and the installers showed up in the agreed upon window. Now the fun started. They informed me that what I was quoted did not include the surround sound install. We called the consultant and he agreed it was supposed to. The installers said well we didnt schedule enough time for that and you didnt pay for it according to the invoice. Keep in mind I did order a surround sound system. Dont know many people that order them then leave them in the box. So problem #1 poor communication between consultant and installers. Problem #2 the installers just wanted to get out of there as fast as possible. I convinced them to hang the tv. They did so but it wont hang flat against the wall due to the way they attached the power strip (which their consultant recommended) to the back of the tv. They left before fixing it. Problem #3, they informed me that when they did come back to do the surround sound install the 7.1 one system recommended by the consultant would not work. There was no place to hang the side speakers. So I paid for 7 speakers on the consultants recommendation but can only use 5. The next day I go into best buy. I have to explain to several people what happened. Problem #4, zero communication between consultant, install team, the magnolia in store surround sound team and customer service. Nothing more frustrating than having to explain the problem to person after person who just hands you off to the next person. Problem #5, they insist that I pay more money to get the surround sound installed. Keep in mind, at this point I have already paid over $600 with all the add ons and only have a tv hanging above the fireplace. Geek squad did no wiring, connected no components, did not install the surround sound, did not program the remote (of course there is nothing to program yet) and the tv wont go flat on the wall due to the power cleaner/surge protector. I give in. I just want everything installed right and to be done with the pain. So I have to wait another 2 weeks. No they couldnt make room for me earlier despite their mistakes, which they admitted to with not putting things in the 'system' right. Different installers show up. Problem #6, they tell me they cant do the install without drilling thru the floor and running the wire over my baseboard and into the wall. They cant go into the wall from the basement. INSULLATION is in the way. What? So the consultant said no problem. The previous installers said no problem but they didnt have the time scheduled. So now this group basically is saying they cant do it. They do nothing and leave. So now I have paid over $700 and only have a tv on the wall and it still wont hang flat. I call up the best buy magnolia department. I want my money back at this point. After talking to several people trying to convince me to allow them to do another consultation I eventually get the operations store manager who says if I want my money back they are going to come take the tv off my wall!!! Are you kidding me? You have wasted tons of my time, caused tons of aggravation and the solution you propose rudely is to schedule another team (keep in mind it is a 4 hour window and i have had 4 visits at this point) to come take down my tv? After more debate we decided I can keep the tv hung but I still had to pay for the tv hanging which keep in mind I was originally told included the surround sound install and component hook up, neither of which has been done. So as the customer I spent countless hours debating, explaining, waiting and spent way more than planned for only a tv hanging. My electrician says he can do the job easily by the way so I still dont understand why the geek squad could not. The WORST customer experience I have ever had. Thanks Mark, Brennan, the 4 installers whose names I dont remember, Aaron and Christian from King of prussia store who made this #1 worst customer service experience I have had.

Ordered install with my new flat screen TV. Technicians arrived on time as scheduled. But much to my surprise they stated they couldn't run any of the cables in the wall as requested. This was due to the fact that cables I had purchased to connect tv to components were not rated to be installed in the wall. And they could not run the power cord in the wall at all. In order to hide the power cord, the outlet would need to be relocated to be directly behind the TV. Sure would have been nice if the folks at the store would have told us this. Or at least been given a sheet stating the requirements to run the cables in the wall.

Initially, this seemed like a great service at a reasonable value. I knew that I would be mounting the TV into masonry as we live in a townhouse and the wall we wanted to mount the TV on was an adjoining wall. Because of this I knew the technician would be unlikely to be able to hide the cables in the wall but I still felt the service was worthwhile since this was largest TV (46”) that we had planned to mount. I ordered the service online and promptly received a card indicating that my order had gone through. After a week with no one calling to schedule an appointment, I called the number on the card I received. I spoke with a representative who told me I would be called in the near future to schedule an appointment. At this time the representative asked where I would be mounting the TV and I said that it would be mounted into masonry. She said that the technician would most likely be unable to hide the cables but made no mention that there might be problems mounting the TV or that some mounts (articulating mounts) are excluded from from the service. I waited another two weeks and had still not received a call. So I called the number on the card again and spoke with a representative who scheduled me for an appointment about a week and a half later on a weekday for a time window of 12 PM – 4PM. On the day of scheduled installation, the technician did not show up till 4:45 PM, although he had called and said he would be there by 4PM. When he arrived, he first said that this service did not cover mounting into masonry. Then he said they would mount into masonry but only if the mount was not articulating. Then he said they would mount an articulating mount into masonry if there was already a piece of plywood which had been mounted to the masonry with toggle bolts. They would then attach the mount to plywood and finish mounting the TV. At this point, realizing that they would not be mounting the TV we parted company. For the record, all the technicians and representatives I spoke with were courteous. The technician appeared knowledgeable and seemed to be operating out of a concern that the job be done right (e.g. making sure that the TV would not pull out of the wall or that mounting process would wreck the drywall). Furthermore, my situation maybe unique, after speaking with customer service it seems that the usual practice is for a technician to come out and evaluate what needs to be done. My main concerns were that the website made no mention of using specific types of mounts or problems relating to mounting in masonry. Furthermore, it specifically stated that I must provide the mount but gave no guidelines for what mounts are acceptable (The mount I purchased was very similar to an articulating mount available on the Best Buy website). My recommendation would be that if you use this service that you verify the acceptability of the mount, mounting surface and any other variables before you schedule the final installation. One last side note, my initial understanding of the service was that the technicians worked in two man teams but my technician showed up alone. He stated that he would not require my assistance but my belief is that the job would have required two people.

Crew did a great job hanging tv on wall. Tv looks great above fireplace. The guys also did an incredible job of hiding wires in wall. However, the HDMI wires I purchased were too short. I wish they would have stopped and told me before they finished. Now I cannot move components more than 12" away from wall. How's that for a visual. I'll have to redo myself when I find audio stand I like. I also called phone number they left because I had a question..... No reply. :(.

I ordered a tv and geek squad installation through the internet. This was the worse experience with best buy and with ordering anything online. This was a gift and it turned out to be a disaster. There was miscommunication from Best Buy. When they came to deliver the TV it was not ready for installation. So the deliver was rescheduled and it was told that Geek Squad would be there to install it. Only the deliver showed up. A third appointment and another afternooon of work had to be taken to have Geek Squad finally come out to install the TV. I still have not recieved any paperwork on the warranty that I purchased with this TV. I will not be ordering through Best Buy internet again. So much for buying presents for people while I am stationed over in Iraq.

I thought I had purchased the service where the wires would be hidden in the wall and not bundled. Even though the wires were neatly bundled it is still irritating. I paid $349.00 for this service which I believe is extremely over priced. To be fair I left my son home when the geek squad came so he most likely did not ask any questions which I most definitely would have. Overall I would maybe use them again but I will definitely be more cognizant of what I am paying for.

I was very disappointed in Geek Squad. We spent almost $3,000 on a new t.v. blue ray player, mounting, etc. and paid for Geek Squad to come and install the lot of it. Well, during our consulation we were told that we bought the 'wrong t.v. for our room' and should have bought a plasma instead of an LED LCD internet t.v.! Then he talked us out of the mounting that we wanted claiming to try to save us money. He also told us we got the wrong blu ray player and would have to return that also. He also said in a huff that we definitely should have consulted him before we attempted to purchase any t.v. at all! We were a little put off by this representative, but once the 'estimates' were sent to us we were pushed over the edge. We were given 3 estimates from Geek Squad; one was for $900.00 more to install, one was for $700.00 more and one was for $300.00 more in addition to the $349.99 we had already paid to have them come and mount the t.v. in the first place. I felt completely taken advantage of. On the bright side, we went back to Best Buy and they did not give us any type of issue to return the Geek Squad purchase. We did however, still have to pay $99.00 for the consultation fee....not a great deal, but we looked at it as a $99.00 lesson. We ended up hooking the whole thing up ourselves and saved money. I guess the Geek Squad consultant was correct about one thing. He did end up saving us money...once we decided to not use Geek Squad at all!

I purchased a new TV along with mounting service on November 26, 2010. Delivery of the TV was scheduled for December 3. Unfortunately, I could not get a Geek Squad appointment until the 3rd week in December. If I stuck with the 12/3-delivery date, and had them remove my old TV I would have had no TV. I did not have anything to place the new 55-inch on, so it would have had to sit in the box until the Geek Squad arrived. From that point on, scheduling was a nightmare. I wanted to schedule delivery of the TV on one day, Geek Squad wall mount the next day. After numerous attempts I finally got the TV delivery scheduled for 12/16/10, and the Geek Squad for 12/17/10. Even that did not work out. I received a call at 4:15pm on 12/17 from the Geek Squad rep stating they were behind schedule and would not be able to get there that day. They rescheduled for the next day, 12/18/10. The wall mount itself was done well, but I was told by the Geek Squad rep that they could not conceal the cables in the wall because of the wall construction so they left them on the outside of the wall. Your Geek Squad web site states the TV mounting service includes cables inside the wall, not outside, so I should have been refunded the difference. On top of that I had to pay almost $100 for an HDMI cable I could have purchased elsewhere for a lot less. If I had known this ahead of time I would have made sure I purchased the cable on my own. Finally, since that install, I contacted two other Audio Visual companies to do some other work for me. They were prompt, held to their appointments and both stated that there was no reason the cables for the big screen could not have been put in the wall, where they are now. I have purchased 5 TVs from Best Buy over the last 5 years, and while I am very happy with the TVs, I will think twice before using the Geek Squad for this type of service again. Unfortunately, I have warranties from Best Buy for two of my TVs and have no choice. Hopefully nothing will go wrong. If I knew then what I know now I would have bypassed the Geek Squad wall mount altogether.

I purchased this service over 3 months ago. When I made the purchase I received an e-mail confirmation which included the UPS tracking number for the TV mount. As of the day the installation had been scheduled the mount had not arrived. As I did not want to reschedule the installation, I agreed to purchase a wall mount from the Geek Squad technician for $164 which he had in his service vehicle in anticipation that Best Buy would simply refund the difference. I then contacted Best Buy customer service to report the TV mount missing and to request that a refund in the amount of the $164 paid for the additional mount and found the first customer service agent I spoke with to be extremely discourteous and not helpful at all. I again contacted the customer service and this time the agent was much more friendly and helpful. She in fact opened a case ID and almost immediately following the call, I received another e-mail notification that a replacement mount had been shipped. I contacted Best Buy to advise that I did not need the replacement and I was instructed to return to sender as this was the first step in the refund process. After almost 2 weeks I again contacted Best Buy to ascertain the status of the refund. I was told that the return had not arrived. After further investigation, the agent then advised that the mount had in fact arrived at the Best Buy warehouse but that it had been sitting on the dock for several days as no one had even bothered to check it in! The agent then advised that the investigation process would be initiated and that I should hear something within about a week. After 2 more weeks and still no contact from Best Buy I once again contacted them (for the fifth time) and was told that the investigation was still pending but that I should hear something within the next couple of business days. I finally received an e-mail from a Best Buy agent......and was told that the mount was never part of the package and that no refund would be issued!!! If the mount was never part of the package, then why was a shipment initiated when I placed the order? If the mount was not included, then why would a replacement mount be sent when I initiated the call to report that it had never arrived? If the mount is not included then why is that not clearly indicated in the product information section for consumers to consider before making the purchase. This was a horrendous expertience driven by exceptionally poor customer service and I will never shop at Best Buy again

I purchased a new LG 55" LCD TV that was delivered 3 days after I made the purchase. At the time of purchase I scheduled installation. Although I was a little disappointed it would be another 9 days after delivery before the service I decided to just go with the flow. This morning Geek Squad called me. At first I thought it was to confirm our appointment for Monday but no. The person was calling to schedule my service. I explained that I was scheduled for this coming Monday afternoon. I was told that my service was showing as needing to be rescheduled. Why, because the store never finalized me in the system. My new schedule is now 13 days from today. I've called a private contractor who is going to look at the project Monday. He's good at this sort of work and will get me taken care of when I get back from a business trip at the end of the week. I'm getting my money back on the install service once it's in. if this was a one time occurrence I would likely let it slide. Last year at this time I did a major upgrade to my man cave set up. It was a 3 hour project at the store to select the equipment and do all the appropriate planning. That was fine. It was a month of hassle finalizing installation, rescheduling due to problems within Geek Squad, installers calling in sick, etc. This time it took me 2.5 hours to buy a TV, bracket, and cable. Thirty minutes to pick out what I wanted and 2 hours (and three staff members) to fill out the paperwork, schedule delivery, and schedule installation. Even with that I'm still headed down the same path with delays and so on. On the positive side; when Geek Squad have been in my house they were total professionals and the service was high quality. Also, everyone in the store was very courteous and respectful. But something's wrong with the process. I can buy a car in less time. I likely won't need this type of service again for awhile but when I do I will be asking some pointed questions about their service processes.

I ordered a TV and the Mounting service on 7/11/2011 on the internet. Delivery of the TV by BestBuy was scheduled and confirmed for 7/18/2011. I called Geek Squad on Saturday, 7/16 to verfiy that the installation had been scheduled for 7/18, and was told that the next available date in my area was 7/30, 12 days after the TV was to be delivered. What a joke. When I purchase something, I expect to be able to enjoy it when delivered. Upon escalation of the issue, the earliest install date available was 7/21, still not acceptable to me. I explained that my expectation was that BestBuy and Geek Squad would coordinate the delivery and installation for the same day, but the Geek Squad rep, after 25 minutes of phone conversation, didn't seem to be able to comprehend the problem, and repeatedly let me know that my expectations couldn't be met. I also contacted BestBuy customer service, and had a completely satisfactory experience with their rep. I cancelled the Geek Squad installation, and can promise you that I will never attempt to use their services again, and I will advise everyone I possibly can to never use them either.

I purchased a tv with wall installation. The 1st install date I was given no one showed up. When I tried contacting the store I could not get to speak to a manager. This is the Valley Stream store. The staff was very rude and unprofessional. I eventually called Best Buy,s cooperate office and got someone there to address my concern. The person I spoke with there was very professional, apologitic and rescheduled me for 2/19-12pm to 4pm. I waited all afternoon. Someone showed up at 3 pm with the TV and said another person is coming to do the wall installation. I sat and waited for hours after that and no one showed up. Guys do not ever make the mistake and have Best Buy,s Geek Squad do any installation for you. The service sucks. It's almost 5pm and I'm still waiting on the store manager to call me back so I can know why my installation was not done. 2 no shows is unacceptable. Also the communication is horrible. No one called the night before to remind me that they are coming. For such a price I expected better service.

I would definitely not recommend Best Buy or the Geek Squad to a friend. After much debate and visiting the store on multiple occasions (which, incidentally, was so understaffed someone from another department had to help us on two separate visits), we finally decided to purchase a 52" LCD. My husband was hesitant to install it himself, and after being told the many benefits of the Geek Squad, we paid the $350 to have them install it, plus purchased an expensive "Black Tie" Geek Squad package. We scheduled the soonest appointment we could, which was 3 days later, between 12pm and 4pm. On the day of said appointment, at 2:45 when we still hadn't heard from them, we called to make sure they were still coming. We were then told that someone should have called us a week prior to set up an appointment, which is interesting since we hadn't purchased the TV yet. She then tried to call the technician who did not answer the phone, but left a message for him to call us and let us know when he'd be arriving. At 4, after still not hearing from anyone, we called again and she said he must be running late but was still coming. At 5pm someone (still not the Geek who was supposed to come) finally called us to say the technician would not be coming and they would have to reschedule. What did I pay $350 for? Why did I purchase "Black Tie" service for? I certainly never received anything resembling "Black Tie Service". Now I'll have to sit at home all day for another day and pray someone decides to show up this time.

So, I'll start with the fact that Arturo and Ilya showed up 15 minutes after the end time of the 4 hour window. Once I got over my aggravation that they started the install at 8:15 p.m. (they were overscheduled? they don't manage time well? not certain of the reason) I must admit that the rest of the process was flawless. They were fast, thorough, professional, easy going and very helpful. And, they didn't make much of a mess and cleaned up what little they did. I would certainly have them do an install again as I am very comfortable that the job was done well. I had chosen the mount and ordered it from Best Buy. The Chief Thinstall mount is very versatile and not bad looking, as mounts go. Too bad that they didn't come in stock in the store.

So it all started when I was checking out. First time they quoted me with service plan and no install (which I asked for). I told them I did not want service plan and was bombarded by three people telling me what a great investment it was. After telling them again I didn't want it, they rang me up again, this time with install, and the total was 200 dollars more. I told them this was not right and they insisted that it was. Well upon having them check before I paid, it was realized that they "accidentally" added the service plan back in. I was told that the install would have to be 5 days after delivery (why I don't know) and that it would be done between 8 and 12. On the day of the install I woke up at 7:30 so I could be ready by 8. 9:30 rolls around and still nothing. I call geek squad and I am told that they can show up anytime between 8 and 12. Not at 8 like the store told me. So I think, OK I can wait. At 11:30 still nothing. I call again and again am told that they can show up anytime before noon. Well they finally did, at 11:59. That to me is unacceptable. I ask the installer if he can place the hole for the cables directly behind the inputs on the TV since I bought a slim mount and he told me that is what he is going to do. Well, once again, I was lied to. He placed the hole at the top of the TV and sure enough, now my inputs, at least 2 of the four, don't work because when the cables were in, they bent the inputs and cables. Now I have a 50" 3D TV with 2 inputs that don't work. Thank you Best Buy. I DO NOT RECOMMEND THIS INSTALL TO ANYBODY. I will be calling the Executive Team and asking them to replace my TV and cables and bring a competent installer to my house.