Geek Squad Reviews

Updated October 14, 2014
Updated October 14, 2014
284 Reviews
3.4
284 Reviews
Rating Trends

Recommend to a friend
Approve of CEO
Geek Squad CEO Hubert Joly
Hubert Joly
118 Ratings

Review Highlights

Pros
  • The 401k is great and I don't know of any better employee discount than Best Buy's (in 23 reviews)

  • You learn a lot about technology everyday even if you already know a bunch (in 9 reviews)


Cons
  • The schedule is not very flexible for full-time employees in college or who have families (in 9 reviews)

  • The customers make or break the job, just like any other customer service job though (in 7 reviews)

More Highlights

34 Employee Reviews Back to all reviews

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  1. 1 person found this helpful  

    The problem with Geek Squad is Best Buy

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Advanced Repair Agent
    Former Employee - Advanced Repair Agent

    I worked at Geek Squad full-time (more than 5 years)

    Pros

    First, I did enjoy my time at Geek Squad, however it was not because of Best Buy, it was because of my fellow Agents and the subculture that existed. Best Buy has been accommodating with my schedule. I had the opportunity to greatly enhance my skills during my time at Geek Squad. The IT skills and methods I gained are invaluable. I also had the opportunity to gain significant soft skills while working directly with clients in a tough market. While I definitely have some bitterness toward the store I worked at, I do have fondness for Geek Squad and will miss being an Agent. This can be a great job, just not at the store I worked at.

    Cons

    Again, the problem with Geek Squad is Best Buy, management does not know how to run this side of the business and it gets worse every year. Promotion is exceptional difficult due to slow company growth. Also for the skills I have and the work I was expected to do on a daily basis, we are severely underpaid. I have dealt with poor management, with bad decisions ranging from discrimination, undercutting hiring to make up for high shrink, unethical sales practices, and theft cover ups. Policy is not followed by management and if it is questioned, employees are written up for insubordination. I also feel that I ran into discrimination for my service with the armed forces reserve. I had to initiate legal action in order to receive the part of the benefits I was due. I never did receive the full benefits nor did I receive the raises I was due. I was also denied promotion and awards and was written up against policy. I kept documentation and presented the situation to corporate HR and was told there was nothing they could do.

    Advice to ManagementAdvice

    Learn Geek Squad. They will add more valuable and can add more to your P&L than any sales team ever could. Read the little orange book and be open with your DCIs they likely know more than you ever will about Geek Squad. Take some management classes. There has been a recent trend of pushing promotions for top performers even if they have no leadership skills. this is leading to managers that have no idea how to run a department and kills employee development. I have had five GMs four of them severely abuse their power, you are driving away quality employees. We will lose all of our best agents in the coming months and the reason we are not staying is because we can not stand the management team. I would absolutely have stayed on part time if the management team was even mediocre but they are detrimental and even hostile if you are not in their club.

    Doesn't Recommend
    Negative Outlook
    No opinion of CEO
  2. 1 person found this helpful  

    Mostly sales - Techs don't like it, and you're micromanaged

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - CA Customer Adviser in West Paterson, NJ
    Former Employee - CA Customer Adviser in West Paterson, NJ

    I worked at Geek Squad full-time (more than 5 years)

    Pros

    It's easy to trade shifts with a co-worker; it's fun to talk to the diverse customers; lots of on-line training available; some customers really appreciate what you do.

    Cons

    The computerized system monitors how much time you spend withe customers, what your sales are, etc. in real time. You always have a walkie-talkie in your ear and managers are constantly urging you to get rid of customers who aren't buying and to push expensive services that aren't appropriate. 90% of the repairs are virus removals using their own automated software - which does a great job, but you don't learn much. Many of these types of repairs are done remotely by techs in other cities, and your job is just to hook the PCs to the network and enter a few values to get it started.

    The schedule is not very flexible for full-time employees in college or who have families. You are required to work a certain number of night and weekend shifts.

    Since managers started getting bonuses tied to department profit, they've been really tough on forcing sales and stingy with pay.

    Advice to ManagementAdvice

    Have an equal percentage bonus for all members of the department, not just managers. Make the schedules more flexible for families.

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
  3. 1 person found this helpful  

    satisfactory

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Technology Education Agent in Houston, TX
    Former Employee - Technology Education Agent in Houston, TX

    I worked at Geek Squad part-time (more than an year)

    Pros

    Higher than minimum wage pay, a somewhat knowledgable to knowledgable team, good core values that stress customer satisfaction, flexible hours

    Cons

    Rightfully angry clients because of things that your supposedly knowledgable team messed up, the team members you are stuck with are sometimes not too bright, management that tries to use its Geek Squad as glorified sales associates

    Doesn't Recommend
    Neutral Outlook
    Approves of CEO
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  5. 1 person found this helpful  

    Ethics. Not here

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - DCI
    Former Employee - DCI

    I worked at Geek Squad full-time (more than 10 years)

    Pros

    A good way for someone to get experience to put on a resume

    Cons

    Very high stress sales environment even if you are in a service role. When staff on the sales floor gets low you will be pulled from your role to sell.

    Advice to ManagementAdvice

    Know and follow company procedures and never break an employee from their roll.

    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO
  6. 2 people found this helpful  

    Undereducated staff provide overpriced services

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Technology Education Agent
    Current Employee - Technology Education Agent

    I have been working at Geek Squad

    Pros

    Great way to get your computer/IT career started
    Friendly managers and work environment
    Employee discount is awesome especially for accessories (Cost + 5%)
    Work schedule is very flexible and managers willing to work with you on this

    Cons

    Training is awful. The only trainings they offer are the E-Learnings which are often out of date or contain many inaccuracies. Every employee at the Geek Squad, from the Consultation Agent to the DCI, should be at least A+ certified. If they are not, the store should pay for them to get certified. How else can the company expect people to trust that they are giving sound advice and that they know what they are doing with the computers?

    Many Geek Squad employees are former sales associates with no background in computers at all. As a result, it's not uncommon for them to give false information on the most trivial things such as, "Your Vista-era computer is too old to run Windows 8" or "Only Office 2010 and newer is supported in Windows 8." They also always tell clients that a new computer is cheaper than upgrading their current one. The client could have a top of the line Razor gaming laptop from 2009, and they would still tell these people that a cheap $350 crap laptop would be better for them than upgrading their current model. The uniform makes these agents look knowledgeable, but in reality they have no place to be in this Geek Squad position.

    Consultation Agents' primary goal is to sell Tech Support. They will try to get people to buy tech support even when they don't even need it. I've seen agents try to sell tech support to people who had no real problems with their computer and already had another local computer technician who they hired to help them with their computer issues. They should even be called "Consultation" Agents because they are really just there to "consult" you on why your should buy the Tech Support plan. This is probably also why the company doesn't care that their CA's are so horribly undertrained.

    Some of the computer services are vastly overpriced. A virus removal costs $199 while you can go and get a cleaning for $60-$70 from any reputable local technician who has all the certifications to back himself up. I wouldn't have as much of a problem with them charging $199 if it weren't for the fact that some of the ARAs who are repairing the computers have no official background in computers and no certifications to speak of. Yet, these people charge more than the industry standard price. Why is that? Because a year of tech support coincidentally also costs $199. This is the perfect example of how a sales mindset has corrupted the computer repair mindset of the Geek Squad.

    Finally, the pay is awful. Starting salary for a part-time Consultation Agent or Technology Education Agent is $10.15-$10.50. Anyone doing computers should at least be making $11/hour to start off part time. Full timers should be starting out at $12/hour. Considering all the repair work that is done and the knowledge that is required to do this job, $10.50 is too low of a salary.

    Advice to ManagementAdvice

    Focus more on training everyone in the Geek Squad to actually be knowledgeable about the technology they are dealing with on a daily basis. I highly recommend you pay for all agents to be A+ certified regardless of their background. This would be a great marketing tool as well because you could tell the clients that everyone has an A+.
    Increase the starting wage and give raises where appropriate.
    Stop ripping clients off with obscene prices and lower prices down to the industry standard.

    Recommends
    Neutral Outlook
    Disapproves of CEO
  7. 2 people found this helpful  

    Can change for the worse

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Geek Squad CIA in Waxahachie, TX
    Former Employee - Geek Squad CIA in Waxahachie, TX

    I worked at Geek Squad part-time (more than an year)

    Pros

    Fun and laid back while I had an amazing DCI (the geek squad title for your direct supervisor). great job while that lasted

    Cons

    when my amazing DCI left we got a total mean unprofessional person who was a complete misery to be around. the job turned around quickly and became my worse nightmare.

    Advice to ManagementAdvice

    Please only allow competent people in leadership positions. A bad supervisor can completely kill morale

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
  8. 2 people found this helpful  

    Uneducated Consultation Agents will check in any computer while selling tech support...

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Advanced Repair Agent in Houston, TX
    Current Employee - Advanced Repair Agent in Houston, TX

    I have been working at Geek Squad full-time (more than an year)

    Pros

    Discount is only reason. Not any other pro I can think of.

    Cons

    CAs will sell tech support and check in a computer they should easily be able to fix. Selling tech support is their only concern. They will get into trouble when they don't sell enough. I see computers constantly come into the precinct, that should have been fixed without being checked in.

    Advice to ManagementAdvice

    Hire knowledgeable Consultant Agents and quit giving the ARAs more work to do because of incompetent workers only trying to sell tech support.

    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO
  9.  

    A whisper in the screaming match of retail politics.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - ARA (Advanced Repair Agent) in Langhorne, PA
    Former Employee - ARA (Advanced Repair Agent) in Langhorne, PA

    I worked at Geek Squad full-time (more than 5 years)

    Pros

    Flexible hours, Great discount, working in geek squad is one of the better positions in the Best Buy retail locations. I was able to continue working while attending school full time and never had an issue with it. Transferring locations was easy as well, however the culture between locations differ heavily which can be good if you didn't like your original location. It's always a safe place to work at, and stable in terms of job security, and if there is a big restructure coming down the pipe line people know about it for months before hand, so you receive ample time if you are to be concerned or not.

    Cons

    Expect favoritism, unless your a friend or related to someone higher up you have a slim chance of ever going anywhere. Most managers treat geek squad as a detriment not a benefit. Expect to give away everything for free, consumers don't understand electronics which is okay, but they blame you for it and expect free things due to their ignorance. Managers don't know how to deal with that expectation so they keep giving until the consumer is happy. Expect to be yelled at a lot, like a whole lot, by customers, by corporate and by managers.

    Advice to ManagementAdvice

    Take the time to learn the difference between retail and technical service, its the difference of labor, expectation and time that doesn't seem to be grasped by clients and managers alike. Just because a client doesn't understand doesn't mean we did something wrong, they just need more time to learn what they are doing wrong so they can have an enjoyable experience with their technology. Unfortunately instead of giving us more time to work with them, you limit us to 10-15 mins and expect them to pay more for it, in return they are even more unhappy and demand more free stuff that management ultimately gives into.

    Recommends
    Negative Outlook
    Disapproves of CEO
  10. 1 person found this helpful  

    Fun at first, but wears you out soon after

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Career Opportunities
    Current Employee - Geek Squad Cadet in Los Angeles, CA
    Current Employee - Geek Squad Cadet in Los Angeles, CA

    I have been working at Geek Squad full-time (more than 5 years)

    Pros

    You work with great people for an ok/decent hourly wage if you're single. The full benefits are good too. Even though health/dental/vision comes out of your paycheck, it's still nice to have. The 401k is great and I don't know of any better employee discount than Best Buy's. Lastly, just being able to drive out and meet all kinds of different people instead of being stuck behind a desk or inside a store all day is great. I've seen more of LA than anybody and I get to see it every day.

    Cons

    For one, don't expect any training. Best Buy is synonymous for throwing you out to the lions and saying "Good luck, don't screw up." Second, if you have a significant other and live anywhere where the cost of living is a bit higher, you'll find it hard to stay afloat. Most of my colleagues are in pretty rough spots. While the pay is ok, it's still less than what other companies pay for an "IT specialist." Third, you'll be working for a company that is trying desperately to reinvigorate itself and its image. Fourth, while you will be out in the field, you'll also be stuck in a vehicle for a greater portion of the day in traffic. This gets old very quickly. Fifth, kiss your life goodbye. By the time you get home, you won't want to do anything but rest. At one point, my wife complained that she never saw me due to the overtime I had to put in to get all of our jobs done. Lastly, it's incredibly difficult to move up in the company. It took me almost 5 years to go from the store position to this field position. It's all about who you know.

    Doesn't Recommend
    Negative Outlook
    No opinion of CEO
  11. 3 people found this helpful  

    Covert Ops Fulfillment Agent

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Covert Ops Fulfillment Agent
    Current Employee - Covert Ops Fulfillment Agent

    I have been working at Geek Squad full-time (more than 3 years)

    Pros

    Working from your home is the best part of the position. The pay is pretty good too. The employee discount is another great perk.

    Cons

    If you're looking to take a job as a Covert Fulfillment Agent be prepared to be micromanaged! All that management cares about is how many clients per hour you can push through the system. They do score you on two other metrics though: how many jobs per client, and how the client rates you at the end of the session called "NPS". If you don't hit their client per hour goal you will constantly hear about it from your DCO (manager). DCOs in Geek Squad like to preach about quality service but in reality it's all about quantity. They would rather you push through clients to obtain a high clients per hour metric than care if you have a low NPS metric (client satisfaction). If your NPS score is low you will not hear about it as much as if your clients per hour score is low which leads to Covert Ops Fulfillment agents doing less quality work and being more concerned with getting through clients quickly. Because of this most Covert Ops Fulfillment agents only fix what's listed as a problem when they pick up a job and they don't fix other problems they may find once in the session so that they can quickly move onto the next client in order to meet their numbers goal. Another big problem with being a Covert Ops Fulfillment agent is that Best Buy/Geek Squad outsources dispatching of jobs to several third party companies. These companies have little if any training and also have a high turnover rate which creates a situation where they constantly dispatch jobs that can't even be done remotely (such as upgrading Windows 8 to Windows 8.1). When this happens clients are very upset because they have waited for quite some time to connect to a Covert Ops Fulfillment agent only to find out you can't help them. When this happens you are the one that gets yelled at even though you did nothing wrong. Not all of the dispatchers are third party and the ones that are from within Best Buy/Geek Squad are much, much better than the third party dispatchers. Another huge drawback of this job is that scheduling is all over the place. One day you may work until 10 p.m. and then the next day you will be scheduled at 6 a.m. so all you have time to do is work then sleep. These situations make it really difficult if you have a family and want to spend time with them. There's also mandatory overtime. The weekends are the busiest times so get used to not having any weekends off and having to work on holidays. It's also very hard if not impossible to move up in the company after you become a Covert Fulfillment agent. To become a DCO you need prior management experience and Geek Squad would rather hire a former store manager with no Covert Fulfillment experience than a former Covert Fulfillment agent that knows the job. This leads to DCOs that don't know what it takes to perform the job and they have unreal expectations. A lot of the Covert Ops Fulfillment agents would make great DCOs but they never get the chance because of this.

    Advice to ManagementAdvice

    Instead of worrying about clients per hour you should be worried about how the clients rate Covert Fulfillment agents (NPS scores). You should stress quality work and put client satisfaction above all other. Without satisfied clients you don't have a future and unfortunately since you don't stress client satisfaction over everything else you are setting yourselves up for failure. Stop outsourcing dispatching to third party companies. The money you think you are saving by outsourcing is being lost by clients that are disappointed and will never use Best Buy/Geek Squad again due to the lackluster performance these third parties provide. Stop requiring previous management experience to become a DCO. Groom current Covert Ops Fulfillment agents to become DCOs. They know the job and what it takes to be successful.

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

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