When I bought a new Mac at Best Buy I also bought insurance which included 6 months of phone help with Geek Squad. I could not immediately get on line so I called to get help. Actually getting someone on the phone took awhile, but after the tech tried for 20 minutes or so to solve my problem he told me he would have to get a "Mac specialist" to call me back and that it would be a few minutes. An hour later I still had not received a call so I called back. I was told this "Mac specialist" had been in the office but had left and I would just have to wait until they could call me back. I asked to speak to a supervisor who apologized and informed me that it could take up to 3 days to get a call back. One week later, after fixing the problem myself, I decided to call and complain that I had NEVER gotten a call back. At this time the customer service person informed me that they DO NOT EVER make call backs and was surprised anyone told me that would happen! This person also told me they don't have "Mac specialists", they are all trained the same and have some, but very limited Mac training. I spoke to their consumer complaints department who said this would be an internal issue and they wouldn't do a thing for me, I spoke with Best Buy and let them know that they shouldn't even mention the fact that Mac users have Geek Squad help since there is none available. I will not recommend this company to anyone and will in fact talk them down every chance I get.