Report: #1058048

Complaint Review: Best Buy

  • Submitted: Mon, June 10, 2013
  • Updated: Mon, June 10, 2013
  • Reported By: Lilrockermom — Jersy City New Jersey
  • Best Buy
    Seacucus Road

Show customers why they should trust your business over your competitors...

I woul dlike to say this is the first intance of faulty service from Geek Squad.

I had 3 prior. One that i was told what i purchased was not what i purchased, two brought in a laptop for a fan replacement and they did a virus removal and never fixed the fan, three called in support for an OS DLL file issue MSXML 4.0 they couldn't fix it.

At this point I am going to demand my money back on all plans purchased from best buy.

This is the most recent issue: I purchased a very expensive full coverage protection plan for my new computer

I was told by the instore staff that i woul dneed to buy a second graphics card to run dual monitors

I installed the second card and it didn't work: here's what happened:

And there was no resolution.
6:50 PM Checking configuration...
6:51 PM Checking configuration...
6:51 PM Connecting...
6:51 PM Connected. A support representative will be with you shortly.
6:51 PM Support session established with TT Agent  Steven C.
6:51 PM You have granted full permission to TT Agent  Steven C. To revoke, click the red X on the toolbar or press Pause/Break on the keyboard.
6:51 PM Remote Control started by TT Agent  Steven C.
6:51 PM Logon password has been set for unattended reboot.
6:52 PM TT Agent  Steven C has sent a link:
7:07 PM Agent Nathan H. has joined the session.
7:08 PM Remote Control started by Agent Nathan H..

7:09 PM Agent Nathan H.: In order to use both monitors at once, they would both need to be plugged iinto your Graphics Card. The onboard graphics card and the added graphics card can not output video at the same time.
7:10 PM ME: since when
7:10 PM ME: i have always used this set up in the past

7:10 PM Remote Control by TT Agent  Steven C stopped.

7:10 PM Agent Nathan H.: The onboard graphics card is disabled when the additional GPu is in use, and vice versa. This has always been the case.
7:10 PM ME: in store geeks told me to purchase a second card to run dual monitors
7:11 PM Agent Nathan H.: Does the graphics card you have have dual outputs for video?
7:11 PM ME: not really always the case as ALL my other multi monitor machines runs multiple graphics cards
7:11 PM ME: it only has one for hdmi and one for vga
7:12 PM ME: the new one i purchased has on for hdmi, one for DVI and one for HDMI
7:12 PM Agent Nathan H.: Well, I can see that there is a second monitor connected now, how can I help?
7:12 PM ME: make it wrk

7:12 PM ME: make the second monitor work
7:12 PM ME: there must e some work around
7:13 PM Agent Nathan H.: Im not sure what you mean, according to the remote software I can see both screns.
7:13 PM Agent Nathan H.: *screens
7:13 PM ME: i can send screen shots of machines running multiple displays with the onboard and added graphics card adpaters showing the device manager together
7:13 PM ME: the smaller one is black
7:14 PM ME: there is no signal going to the monitor

7:14 PM TT Agent  Steven C has left the session.

7:14 PM ME: and there is an error that the monitor has no signal and is going to sleep
7:15 PM ME: the generic should be an hp W1907
7:15 PM ME: drivers are installed
7:17 PM ME: being your using logme in can you do monitor switching like when you log in using logmein pro?
7:17 PM Agent Nathan H.: Although the computer can see both displays, you are only going to get output to the default video device. Unless it has been changed in the bios to default to the PCI-E device, you will not get output to both.
7:18 PM Agent Nathan H.: Yes, and I see two screens, one a mirror of this.
7:18 PM ME: can you ad the second device?

7:19 PM Agent Nathan H.: I can see two montiors, they are a mirror of each other. Like I said, Although the computer can see both displays, you are only going to get output to the default video device. Unless it has been changed in the bios to default to the PCI-E device, you will not get output to both. If the BIOS supports it. Generally, on most modern computers, the onboard output is disabled when the PCI-e slots output is in use.
7:20 PM ME: so can you enable both?
7:20 PM Agent Nathan H.: I can't access the BIOS remotely
7:21 PM ME: so thats it

7:22 PM Agent Nathan H.: I suggest you have an agent come out and get the setup working properly for you. If the BIOS supports it, you can use a dual output setup from the on board and additional GPU. However, it would need to be changed in the BIOS options to allow that. IF your GPU has two outputs, one being DVI and the other HDMI, you can get a DVI to HDMI adapter at a reasonable cost so you can use both outputs if you wanted.
7:23 PM ME: sure i'll spend yet more money
7:23 PM ME: no problem
7:23 PM ME: Geek Squad seems to be a waste of time for my needs on a regular basis
7:24 PM ME: i brought a machine in and it took 3 days to do a supposed virus removal on a machine that needed a fan replacement uh duh

7:24 PM ME: What am i paying for????
7:25 PM ME: so if you send some one out do i pay extra?
7:25 PM ME: and how do we even find out if the bios supports it
7:25 PM ME: Dell Support used to walk me through these things
7:25 PM Agent Nathan H.: Im sorry that happend to you, but I can't control what happens in the store. Maybe you can speak with the store manager about how they mishandled your service order? I am sorry, but I can not access the BIOS remotely due to the limitations in the remote software.
7:26 PM ME: HP would send a tech at no cost and Geek squad does not comare
7:26 PM ME: *compare

7:26 PM Agent Nathan H.: You can call 1-800-GEEK-SQUAD (800-433-5778) to have someone come out under plan. It would be $49.99 since you have Geek Squad Tech Support
7:26 PM ME: NOT PAYING!!!!!!!!!!!!!!!!!!!!! Geek Squad SUCKS!
7:27 PM ME: You are useless the few attempts i have made for geek squad have been HUGE efforts in fruitlessness.
7:28 PM ME: perhaps i should just get my money back
7:28 PM Agent Nathan H.: I can understand you are upset, and I am very sorry that you have had a frustrarting time.  There is not much more I can do from here though, I wish I could go into your BIOS and change all the settings, but there are limits to what can be done. I suggest you call 1-800-GEEK-SQUAD (800-433-5778) to have an agent come out for you, so you can get everything taken care of. Have a great rest of your day.

7:29 PM Remote Control by Agent Nathan H. stopped.
7:29 PM Agent Nathan H. has ended the session.

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This report was posted on Ripoff Report on 06/10/2013 04:48 PM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 Author of original report

Hang up

AUTHOR: Lilrockermom - ()

In response to:

#1 UPDATE EX-employee responds

Lady From New Jersey

It would be a lot easier to be able to be professional when you aren't spending 2-6 hours in voicemail / transfer, service person incompetence hell. Making multiple calls and hoping you might actually get someone who knows what they are doing for the service needed. Geek Squad has stolen extended periods of life from people in waiting and being transferred to the correct parties. If they ever do finally sort out the problem. The fact that your professional service techs do not have the level of competence to perform their duties should not cost the consumer time and money. I have paid for a service. So the numerous technical services lie sold by geek squad just compound peoples frustration.  I am not looking to "have it my way" but the way in which the sales staff sold the unit and the service. The fact that the in store professionals were incorrect and the tech support people only wanted me to spend yet more money is reprehensible. However this is Geek Squad and Best Buys modis operandi. I just want what I paid for and I specifically asked both the geek squad and the sales person about the dual monitor and did I just have to buy an additional video card (as I did previously on other machines).

I can be quite nice when my service is not costing me money and time with incompetence, which you completely admitted to. If the person on the other side of the phone can't handle the call get someone who can to call back at a scheduled time. To save both my time and Best buys time. I have brought in a unit for repair and even that was done incorrectly and I needed to take that unit elsewhere. How does this make sense? On the other hand I have the same services from Staples and get much quicker competent service regularly. I have been able to get printers repaired, scanners replaced and tech questions answered in a timely manner. It is a measure of customer satisfaction Best Buy should be striving for to stay competitive in this day and age. If I spend two hours waiting to get to a person and I am extremely frustrated due to the wait then there should be compassion on the side of the person I am working with. As you have essentially stolen a period of my life I will never get back and I could be using to work to earn money or spending it pleasantly with family and friends. So my professionalism has nothing to do with the technician’s incompetence being sold at an alarming cost by Best Buy & Geek Squad. Talking with someone just saying I can’t help you is not good enough! It is a paid service that promises help with multiple issues and hardware problems.


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#2 UPDATE EX-employee responds

Lady From New Jersey

AUTHOR: anonGSTSrep - ()


I am sorry you have had poor experiences with Geek Squad, being a former employee of the company I would like to clear up a few things. It is a misconception that everything can be fixed remotely, because it cannot. Also, not every single agent has the same level of training. We are trained continuously to better the services provided by Geek Squad, so it should be obvious that an agent with 6 months experience might be considerably less knowledgable than an agent with 6 years experience.

Based on the dialogue of this conversation and your reported location, I think I've actually taken a call from you. Perhaps in the future, if this is in fact you, ma'am, maybe you could use a degree of professionalism in your call. Being verbally abusive towards the Agents isn't going to better your situation and per policy is the reason I disconnected our call. Geek Squad is not Burger King, you cannot have it your way with everything, i.e. programming issues between different programs. Even if any particular agent possessed the skill set required to fullfill your request regarding such things, we don't have the permissions required to change programs that do not belong to us. 

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#3 Consumer Comment

A little info

AUTHOR: MochaG - ()

I just want to try to help you diagnos and understand your problem. The information is below.

If I understood correctly, you are saying that your 2 monitors won't display at the same time; only the primary one displays but the other seems to have no connectivity. There is similar unknown cause of this going around the Internet. One possible explanation is at the last post on intel forum ( -- please ignore hardware model because it is irrelevant. Anyway, have you ever tried to set up one monitor to work first (with dual monitor on the computer), and then plug in the second monitor? In other words, do it step by step, assuming you have set your BIOS correctly. If you do not know what BIOS is, you may search on Google for more detail. Normally, you can access BIOS when your computer starts to boot up (press Del for most computers or F2 for some others).

Another forum on ( which may help you a bit to figure out how to get it up. Again, please ignore the model but rather the method of how to get it up and running. Also, certain questions about specification may be interested for you in the future (such as how to run cables, resolution, etc).

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