Geek Squad Installation Scam

Tutor

Geek Squad Installation Scam

I ordered AT&T uverse July 30th and was told I needed to pay a $19.99 installation fee that would be done by Geek Squad (was set up by AT&T) and that I could cancel at my installation appointment to avoid monthly charges after installation. Two weeks later we ended up cancelling service before installation and I was assured by the customer service representative with UVerse that my charge of $19.99 would be refunded. My charge was never refunded and yesterday I was charged an additional $19.99 monthly fee by Geek Squad.  I have now been on the phone with a customer service representative for over an hour. She says that there is no history billing on my account through AT&T (because it is Geek Squad that they set up) and does not understand my charges after I have repeatedly explained it. I am now out $39.98 for a TV package I never had installed. How can I get my money refunded?

Message 1 of 23 (7,159 Views)

Re: Geek Squad Installation Scam

Since this is account specific I would recommend that you send a private message to the escalation team at ATT Customer Care and someone will get in touch with you. Please include your name, account number, email address, phone number and the best time to contact you. Their normal business hours are from 7am to 10pm Central Time. It may take up to 48 hours for them to respond and please take into account weekends when contacting them.  

 

Customer care is not the same as customer service. They are a dedicated escalation team that gets issues resolved when other means have failed.

 

To check for their reply, click the little blue envelope. 

 

That being said, I've have never heard of Geek Squad doing ANY installation for UVerse.  If a technician is required to install, it's done by an AT&T tech, not a 3rd party contractor.

” Auto racing, bull fighting, and mountain climbing are the only real sports … all others are games.”- Ernest Hemingway
Message 2 of 23 (7,125 Views)
ACE - Professor

Re: Geek Squad Installation Scam


HZ90 wrote:

I ordered AT&T uverse July 30th and was told I needed to pay a $19.99 installation fee that would be done by Geek Squad (was set up by AT&T) and that I could cancel at my installation appointment to avoid monthly charges after installation. Two weeks later we ended up cancelling service before installation and I was assured by the customer service representative with UVerse that my charge of $19.99 would be refunded. My charge was never refunded and yesterday I was charged an additional $19.99 monthly fee by Geek Squad.  I have now been on the phone with a customer service representative for over an hour. She says that there is no history billing on my account through AT&T (because it is Geek Squad that they set up) and does not understand my charges after I have repeatedly explained it. I am now out $39.98 for a TV package I never had installed. How can I get my money refunded?


As far as I'm aware, AT&T doesn't sell Geek Squad products (they have their own support: Connectech/Support Plus). There should be a number on your credit card statement that you can call and cancel the Geek Squad. 

 

You can also dispute the charge with the card company.

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 3 of 23 (7,075 Views)
Contributor

Re: Geek Squad Installation Scam

Why is it that despite multiple complaints about this, AT&T keeps denying that their U-Verse reps keep pushing Geek Squad on people? I had exactly the same experience. When I told the U-verse sales rep that I would do my own installation he told me thatit could end up costing me a lot of money if I didn't get help and that as an "expert" he very highly recommenmded Geek Squad. Reluctantly and regrettfully I let him sign me up. Boom, right away I get a charge on my credit card for $19.99. This is before AT&T even issued a bill for U-verse.

I get the U-verse kit, do the installation myself without a hitch, then I call the U-verse customer support to get the Geek Squad charge reversed and nobody at U-verse knows anything. I keep getting told to call Geek Squad.

BUT I DIDN'T ORDER THE SERVICE FROM GEEK SQUAD. AT&T sold it to me. I expect AT&T to remove it.

Message 4 of 23 (6,984 Views)
ACE - Professor

Re: Geek Squad Installation Scam


f.lorca wrote:

Why is it that despite multiple complaints about this, AT&T keeps denying that their U-Verse reps keep pushing Geek Squad on people? I had exactly the same experience. When I told the U-verse sales rep that I would do my own installation he told me thatit could end up costing me a lot of money if I didn't get help and that as an "expert" he very highly recommenmded Geek Squad. Reluctantly and regrettfully I let him sign me up. Boom, right away I get a charge on my credit card for $19.99. This is before AT&T even issued a bill for U-verse.

I get the U-verse kit, do the installation myself without a hitch, then I call the U-verse customer support to get the Geek Squad charge reversed and nobody at U-verse knows anything. I keep getting told to call Geek Squad.

BUT I DIDN'T ORDER THE SERVICE FROM GEEK SQUAD. AT&T sold it to me. I expect AT&T to remove it.


It wasn't AT&T that sold it to you. Apparently, you ordered Uverse from a vendor. 

 

Like I said in the post directly above yours, there should be a number on your card statement to cancel the Geek Squad, or you can dispute with the card company.

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 5 of 23 (6,976 Views)
Contributor

Re: Geek Squad Installation Scam

[ Edited ]

 I ordered U-verse service from AT&T not some "vendor." I got the number from the U-verse official website.

 

[Please keep it courteous]

Message 6 of 23 (6,938 Views)
ACE - Guru

Re: Geek Squad Installation Scam

Are you talking about Connec Tech?

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 7 of 23 (6,925 Views)
Tutor

Re: Geek Squad Installation Scam

[ Edited ]

HZ90:

I am sorry to hear that one of the vendors miscommunicated what the optional Geek Squad support plan is designed for.  If you are still having an issue with your account, please give the Geek Squad team a call at 1-800-919-8630.  Choose option 1 at the voice menu to get to our Accounts and Billing Team, who will be happy to help you with the account.

To help with any confusion, the Geek Squad support plan is an optional plan that provides unlimited software remote support for up to 5 PC and Mac, for services such as virus and spyware removals, PC tune-ups, software installs and troubleshooting.

Unfortunately, Geek Squad does not setup the modems, and the plan does require a broadband Internet connection for us to connect to the PC or Mac.  If you have any specific questions about your account, the team at 1-800-919-8630, option 1, can help, or you can fill out our contact form at http://www.geeksquad.com/gsoscontact for additional help.

Thank you,
Agent Derek
Geek Squad Online Support

Message 8 of 23 (6,808 Views)
Contributor

Re: Geek Squad Installation Scam

If you conduct an internet search, you will see multiple posts that fit this exact description.  It happened to me as well.  When I phoned Geek Squad to have the charges reversed, the receptionist asked "Is this about the montly billing problem with AT&T?"  So, they are obviously familiar with the complaints.   

Message 9 of 23 (6,559 Views)
Contributor

Re: Geek Squad Installation Scam

Why is it that you call the AT&T number and receive a third party?  If it is a third party, then that should be disclosed.  This still goes back to AT&T-- it is their responsibility to inform the customer and take control over something that is making them look poorly.  

Message 10 of 23 (6,558 Views)
ACE - Expert

Re: Geek Squad Installation Scam

I can walk up to you and tell you I sell AT&T service with a support contract without AT&T having a clue.  Once they find out, however (and by now you'd think they'd know about the situation you're describing), you'd think a cease and desist letter would be forthcoming.

 

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 11 of 23 (6,447 Views)

Re: Geek Squad Installation Scam


kbay0916 wrote:

Why is it that you call the AT&T number and receive a third party?  If it is a third party, then that should be disclosed.  This still goes back to AT&T-- it is their responsibility to inform the customer and take control over something that is making them look poorly.  


The only time you will be transferred to a 3rd party is when the issue is NOT with AT&T services.  I've never been transferred or have it even suggested that I purchase a 3rd party service.

” Auto racing, bull fighting, and mountain climbing are the only real sports … all others are games.”- Ernest Hemingway
Message 12 of 23 (6,439 Views)
Mentor

Re: Geek Squad Installation Scam

I was told the exact same thing when I ordered in August. It seems to be the sales pitch to lie to the potential client.

Message 13 of 23 (6,194 Views)
Highlighted
Employee

Re: Geek Squad Installation Scam

I myself am a at&t U-Verse sales rep and not once have I sold anybody on Geek Squad. If I were to sell anybody on any kind of technical support program, it would be ours, Connectech. We don't even have an option of selling Geek Squad service.

Employee Contributor*
*I am an AT&T employee and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 14 of 23 (5,884 Views)
Contributor

Re: Geek Squad Installation Scam

My story:   I ordered AT&T U-verse August 22, at which time the AT&T employee convinced me to sign up for a one-time Geeksquad service at $19.99 ... just in case there was an issue with my computer and its ability to "talk" to the AT&T modem.   I was having problems with my previous internet provider, thus the change to AT&T U-verse, and the AT&T employee convinced me that the one-time service by Geeksquad would be "insurance" that all my settings would be correct for the best internet speed and connection.  This AT&T employee also said I was eligible for a $5.00 credit on my bill due to my being an existing AT&T customer (cell phone) but that didn't happen, and subsequent AT&T employees didn't know what I was talking about when I called after my bill came in.  Also, the same AT&T employee said the $100 equipment charge would be spread over three months.... again, this didn't happen, and subsequent AT&T customer service reps didn't know anything about it.

 

Back to Geeksquad.  I was surprised to see a $19.99 charge by Geeksquad six months later on my bank account.  When I checked back, there had been six $19.99 charges (two on November 4th).  

 

Calling AT&T, I spoke with three different CSRs - none of which knew anything about AT&T and Geeksquad, although finally the last one admitted that AT&T contracted with Geeksquad to provide support when their usual go-to Connect Tech was not available for a particular location.  The thing is, the original AT&T employee on August 22 never mentioned Connect Tech (or Support-Plus, apparently yet another AT&T U-verse support company), and in fact, he referenced Best Buy, saying I could take my laptop in to a nearby Best Buy if that was helpful, via the Geeksquad service.   At NO POINT, did the AT&T employee mention a recurring charge by Geeksquad.  It was a ONE-TIME deal, he said.

 

The AT&T reps that I spoke with later were limited as to what they could do (in fact, I kept getting passed around because no one knew what I was talking about) because there was no charges by AT&T.  Since they couldn't see a charge on my bill, there was nothing for them to reverse or credit.  The charges were being deducted from my bank account, via my debit card, by Geeksquad.  

 

A call to Geeksquad went through two people before being passed to their "escalation team" and the case is now pending. Tomorrow I will call my bank to see what my course of action is with them (fraud, etc).  There has to be proof of authorization somewhere.  AT&T apparently has no record of anything with Geeksquad - as far as they are concerned, it never happened - and Geeksquad did not get authorized by me so I am hopeful the charges can get reversed, or at least the last five charges.  The first one I'll "own" even though I think it was a shameless scam for unnecessary service.

 

I'm really disappointed with AT&T.  The U-verse service has been poor although maybe the technician who left today has resolved my issues with their service... it remains to be seen.    To their credit, AT&T has given me one-month's free service while they work to get my issues resolved.  When my cell contract is up in March, I'll definitely be looking to move our family plan to a different carrier.

Message 15 of 23 (5,596 Views)
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