When personal finance magazine Kiplinger asked the Geek Squad about our video that caught one of their technicians stealing porn from our harddrive (peeping tomism, hardly limited to Geek Squad, is just as rampant in the computer repair industry as the photo developing industry), an unidentified Geek Squad spokeswoman ingenuously responded, “We have been the target of a blog that prefers to focus on the exceptions to our service and not the overall, vast majority of successful services we provide to clients.” That’s like saying dirt is unfairly targeted by a broom. Where there’s a valid complaint, we’ll post. Where there’s a consumer whose rights aren’t respected, we will defend. We don’t have a vendetta against the Geek Squad, or any other company. We have a vendetta against bad customer service. That’s our bottom line. After the jump, the original undercover video…
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You know, I’m glad they didn’t hire me now. I tried to be a part of it because I have been dealing with computers for years but they kept asking me sales questions. It all makes sense now.
“That’s like saying dirt is unfairly targeted by a broom.”
Yeah but, if you watch all that propaganda on TV… you would be aware that the broom is out and the Swiffer is in.
I guess it depends on your personal experiences. If you had as many computers come to you that the Geek Squad supposedly “repaired” then your wouldn’t have much faith in them either. The fact that their technical knowledge of computers is far less than mine plays into that as well.
I would also rather not have someone give me a BS answer as well, as I have tested their knowledge more than once. If you don’t know say so, ask someone else, don’t make something up because you don’t want to seem stupid.
When repairing a computer, you are to do what is necessary to do that, nothing more. The only time I look through files is if asked to do so by the customer, normally I ask them to move everything into one folder that they want saved. Sure this is not always a possibility, in which case I ask what they want saved and where it is. In some cases I just copy the entire hard drive as it is, so nothing can be potentially lost.
If I was a stock holder of Best Buy, I would be pissed right now. Supervisors and further up the chain should be pissed to. These people are ruining your reputation of Geek Squad, wasting company money by spending time doing things outside of actual repair, and slowing the repair of all the other computers.
What I should hear more from Best Buy is them saying, “We hear your complaints on this matter and solving it is a priority, we will investigate this matter and correct the issue so it does not happen again.”
I guess it just depends on the type your hire in the long run. Best Buy wants sales people not techs. They will not hire overqualified people as they will expect more money. They will not hire people unless they expect them to sell services, good techs couldn’t stand it in a job like that.
@ratsgnawingatmyface: People need to get basic computer savy, it is not hard, if you can read instructions you can install a program.
Installing a printer driver isnt hard especially if it is plug and play.
I laugh at the price BB charges to install programs, then I feel sorry for those people that actually pay to have BB install a software program.
As for losing data everyone should have an external HD, they are cheap and easy to install. Back up all your data you dont want to lost to it.
Dont get me wrong my mom has trouble grasping basic computer stuff so I help her out. But She tries to understand the stuff, but since she has a son that can install and fix basic stuff she call me, (one of the perks of having a son I guess)
People need to not go to BB or to CC. You will have less trouble if you just do it yourself plus you will learn new skills.
@KJones: what is Zero out? How do I do that? do you have a link to that info?
@What The Geek: I hear you and I work as a tech for Staples. It annos me that some managers will put some slack-jawed guy in there as an EasyTech instead of someone who has experience. And in return, I have to goto that store and fix the damages. Oddly enough I reapplied to work at Geek Squad, but no reply, their loss.
@MonkeySwitch: I’m still fighting with BB/GS to fix my friend’s laptop that they haven’t fixed properly at all. But onteh positive side, I do get a lot of Geek Squad machines that were “fixed” and I end up fixing the repairs myself with a faster turn around time.
@greensmurf: Oh you’d be amazed at how many people come in my store askign how to install this and that. Plus some people rather pay money to have it done for them.
@ShadowFalls “What I should hear more from Best Buy is them saying, “We hear your complaints on this matter and solving it is a priority, we will investigate this matter and correct the issue so it does not happen again.”"
I have heard this many number of times from Best Buy employee’s in many different ways such as “We will get to this immedietly” things like this. The sad part is that they are nothing but just talk and untrusting individuals with no sense (not even common sense to be precise) in there mind accept the “Scam Sense”. There must be a way to stop this horbichual
scam sense of there’s or else everybody that has half a brain (no offense to all the smart consumers out in the world, i condemn you) will keep on going to Best Buy and continue to rely on there “Trust”. To be honest here is a very common sense comsumed question for you people to answer.
What kind of sense does Best Buy even think they have? And another on the topic question for you, what kind of calling do you believe Best Buy has in them to scam the innocent people of America in the way they are?
When the CEO and founder of the Geek Squad collects $175 support from his bankrupt ex wife and mother of his child every month and petitions to the court he needs more money. As if his millions are not enough? It is quite evident that the smoke and mirrors of this company will fade from its recent overblown, overhyped and overcharging, glory. Buy a new computer. They are not the nice helpful guys you think they are.
Hooray Consumerist for catching porno thieves!