I should have learned the first time. About 6 months ago, my desktop was acting up. I thought I would save money and purchased the year tech support for $200.00 since it appeared to be a virus, and the support covered 3 computers for a year, and free virus removal with the plan. So, first after about 7 days they called and said the hard drive was corrupt. They made me order an operating disc from HP which was about $38.00. A week later, they said, hard drive was good, must be the mother board, then hard drive was bad again etc. about 3 weeks later they said the new drive was not working because it had a wire to the drive that came loose. So I say the hard drive was good? No still bad. Well after about 4 - 5 weeks I finally got my computer back. Well last month I made the mistake of bring in the 2nd computer since the tech support covers 3 pc's. The laptop was loading, but loading slow. Acting like a virus. So what do you know. They state another hard drive failure (both comuters were less than 1 1/2 years old, but over 1 year) I argued saying that it seemed funny that both had the same issue. Well, had to order a toshiba operating system for about $38.00 again. Bring it in, and then they call and say the operating discs from toshiba were corrupt and I needed to order again. Really? I remind them that I asked for the pictures of the laptop which were very important. No problem they say, and will let me know if they can't get them off. So after about 4 weeks again, and multiple issues, my pc is fixed. Can't get the pictures, as they say the hard drive is so bad, and to get them, they would have to send the old drive out and it would cost at least $2500.00 dollars. Yes that is right, not a typo. I ask for my drive back, as they insist they are correct, to the point of being very rude when I confront them with my concerns. Well, I bring the hard drive to a small computer tech store to see about the pictures and the possibility of getting them. Well. Hard drive working at 100% pictures fine, just had a virus. Really? I call best buy I want a refund not only for the hard drive I replaced, but for the operating discs they made me order which was not needed and also want a refund of the $200.00 plan. No way they say, I can remove the hard drive, and return, but will not refund for the operating discs they said I need or for the tech support because I signed a contract for the support and used it. Well they broke that contract by charging me for things not needed, not fixing the virus per the plan but instead replacing parts. I am out $405.00 , could be more as I am willing to bet the first computer did not need a hard drive. In addition, I had to purchas a used laptop while it was in the shop because they had it for weeks, bringing that total to $750.00 or more. Per geek squad, their technitions do not have to have college or schooling, can be on the job training and "some have e-learning." So they don't know how to fix your computer they only replace hard drives or parts. Don't buy the tech support plan, you will end up paying way more. manager refused to work with me so called the main number who also refused. I asked the main number a "supervisor" to speak to his supervisor, and he refused to transfer me higher. He stated he was as high as I could go. I ask do you have a supervisor? He says yes, but I can't talk to that person. We have spent large amounts in the past at this store, Big screen TV, receivers etc. I will never even buy a movie or cd there again. They lied to my face repeatedly and cost me lots of time, gas and money.