Geek Squad

  www.geeksquad.com
  www.geeksquad.com

Geek Squad Reviews

Updated November 23, 2014
Updated November 23, 2014
297 Reviews
3.4
297 Reviews
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Geek Squad CEO Hubert Joly
Hubert Joly
125 Ratings

Review Highlights

Pros
  • The 401k is great and I don't know of any better employee discount than Best Buy's (in 24 reviews)

  • You learn a lot about technology everyday even if you already know a bunch (in 11 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

38 Employee Reviews Back to all reviews

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  1.  

    A techie position for non-techie people

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

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

    Pros

    You do learn some basic PC skills. By that, I mean Windows skills, and by "skills," I mean basic troubleshooting steps the average customer (general public) simply doesn't know. Part-time compensation is generally better than most entry-level tech jobs. Some opportunity to build a resumé. Employee discount is one of the best in the industry.

    Cons

    Management has no interest in personal growth or even effectiveness of repairs. Employees barely do anything (most work is outsourced). Staffing is very poorly scheduled across the board. Manager does no Geek Squad work at all. All about money and adhering to protocol, customer/employee happiness be darned. Practically no attention paid to Mac OS X or Apple products despite Best Buy selling + warranting them. ALL agents expected to act as "consultants" regardless of actual job description; by that I mean "salesperson," pushing a two-year contract for each and every problem when a quicker (and cheaper) fix is available that would lead to higher customer satisfaction.

    Advice to ManagementAdvice

    Overall, the company is making some of the EXACT decisions that led to the downfall of their (now former) competitors. BBY is getting too big for its britches. Geek Squad is the only department that makes or surpasses target revenue on a consistent basis, and thus what keeps BBY afloat. Agents are treated like salespeople or worse. Management has NO interest in accommodating individual needs or even in listening to or understanding employee complaints. Agents are blamed for everything regardless of their performance, and consequences affect the ENTIRE precinct staff.

    I would suggest the management also read up on the ADA and various other workers' rights, as nobody from the DCI to the GM to the DSM seems to be quite clear on what is and isn't LEGAL to ask or even expect of a voluntarily-contracted employee!

    Doesn't Recommend
    Negative Outlook
    No opinion of CEO
  2.  

    CA

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - CA Customer Adviser in Oceanside, CA
    Current Employee - CA Customer Adviser in Oceanside, CA

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

    Pros

    fun staff, easy to work with

    Cons

    terrible higher management. Terrible ways to make you work better. Bad incentives

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
  3.  

    Horrible work place

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

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

    Pros

    Able to learn a lot about malware removal, and physical repair of many laptops and iPhones.

    Cons

    Lack of advancement opportunities.

    Unobtainable goals were constantly demanded of underpaid and over worked employees.

    No accountability of the senior employee's lack of work completed.

    Advice to ManagementAdvice

    As there are limited opportunities for an employee to advance to a higher position within the building pay raises would go a long way to increasing employee job satisfaction.

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
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  5.  

    Consultation Agent

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

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

    Pros

    If you like troubleshooting, this job could be for you. Learning to handle the customers, some of whom have unrealistic expectations with regard to warranties and insurance plans, is easy. After a year or so you will get to the point that you solve most cases before the client even opens the computer. For computer-savvy college students regardless of major, this is the place to work

    Cons

    Disregard anything said about what is allowed and what isn't when dealing with a client's issue. Even if you've been told a hundred times, for instance, not to take in phones that are in pieces, a manager will override it every time. Don't count on getting a raise.

    Advice to ManagementAdvice

    Trust your employees or move them. Don't micromanage. An employee worth their wages will call you if they need something.

    Doesn't Recommend
    Positive Outlook
    No opinion of CEO
  6. 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
  7. 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
  8. 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
  9. 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
  10. 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
  11. 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

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