• Report:  #1518080

Complaint Review: Best Buy / Geek Squad - Fayetteville North Carolina

Reported By:
Brian - Fayetteville, North Carolina, United States

Best Buy / Geek Squad
2034 Skibo RD Fayetteville, 28314 North Carolina, United States
910 868 3707
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After taking my computer to Best Buy to remove a virus, I picked it up 2 days later and they told me that they removed 4 viruses. When I got home, I discovered that the virus was still there, but I couldn't log on to Geek Squad support with my computer.

So I brought the computer back to Best Buy and they created an icon so I could establish contact with Geek Squad support. Unfortunately when I clicked the icon, I got a fake Geek Squad agent who I thought was legit. After he called me, I told him I needed a virus removed.

Once I allowed the fake Geek Squad agent to remote into my computer to remove the virus, he got my private keys to my Atomic desktop wallet and stole all the $70,000 worth of crypto that I had on it. When I brought the computer back to the store, they did a factory reset and eliminated the virus.

If Best Buy would have told me upfront after they removed 4 viruses that their is still a 5% to 10% chance that a virus could still exist on my computer, and that they could do a factory reset and eliminate almost any possibility of their being a virus, I would have told them to go ahead and do it, and this theft never would have happened.

In addition Best Buy never should have created an icon so I could log into Best Buy because it's unsafe and allows scammers to replicate the Geek Squad support page and gain access to your computer. Without calling the Geek Squad it isn't and getting their remote code, its never safe to contact them.

Admittedly I never should have allowed a Geek Squad agent to remote access into my computer because the risk is too high. As it turned out the Geek Squad agent was fake, and that's how the theft occured. So this theft of $70,000 never would have happened if:

A) Best Buy was upfront about their anti-virus software and told me their was a 5% to 10% chance that a virus could still be undetected in my computer after they removed 4 viruses, and that they could do a factory restore and eliminate almost any chance of their still being a virus in my computer. This theft probably never would have happened had they done a factory reset instead of just removing as many viruses as they can detect. 

B) Best Buy never would have put an unsafe Geek Squad icon on my computer knowing that it circumvents the security code that you get when you call in to Geek Squad, and is unsafe. I realize Best Buy was trying to help me when I told them I couldn't contact the Geek Squad but they should have instead told me that I must call in and use their security code instead to log in. By circumventing that procedure, Best Buy allowed these scammers to easily gain access to my computer. 


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