Sick of seeing customers screwed over and billed for unnecessary repairs by undertrained technicians, a Staples tech writes in to tell the incident that made him quit. See this picture? This is the floor model computer where he was told to copy all of a customer’s hard drive data as part of their diagnostic process, then he had to leave the area and leave all the data up on the screen for any customer to see or snag with a thumb drive. The full story, inside…
A customer brought his desktop tower computer in for service, Microsoft Windows XP Home, will not post boot and rolls at start up at the XP GUI screen. The head technician without having run any diagnostics determines “it’s a virus that infected the hard drive and caused it to fail”. The instructions I received were as follows. Do not diagnose the issue, just remove the hard drive from the tower and connect it to a USB to PATA adapter, then take the 3.5 inch internal drive and adapter over to a floor display model, and connect it as we do not have a service computer. Transfer all the files and data from My Documents to the desktop, and “clean” the customers hard drive up. Now that the drive is powered and sitting in a static filled environment, on top of a metal display rack on a carpeted base for all to see, I was instructed to complete the next step.
Now that the customers documents are left on a floor model laptop for all to see, I am forced to leave the area and go to another part of the store and then reinstall the hard drive back into the case, and run the staples diagnostic utility, leaving this persons personal information for all to copy to a thumb drive. Having now altered the properties of the drive, and having changed administrator rights and privileges the data and drive comes back corrupt in the Staples antiquated diagnostic program.
The customer is then contacted and told that the 3 year old machine’s hard drive is dead, and that it’s not under warranty, and we have a replacement drive and can repair the computer while it’s apart and since it was a “good and expensive machine” it’s worth repairing. Now having left the customer with no option and not properly informing them about what to do the customer is really left with no choice but to repair it seeing as it is in pieces and we have the only copy of their data and school is starting to begin. The Easy Tech manager wrings up the bill, 1 charge service entry, 1 charge diagnostic fee, 1 hard drive service charge, 1 back up and restore charge, 1 format and restore, 1 copy of windows totaling around $480.00 if not more as I did not see the final receipt, which is the cost of a brand new Acer laptop that far surpasses the antiquated desktop.
After hearing what the head tech did to the customer and having put me in a position that compromised my integrity, I quit and told the customer all about it, and now I am airing it out for all to see and hear.
Apparently, when you push the Easy Button in front of a Staples Easy Tech, it activates one of those hinged arms with a white glove and it pulls cash from your wallet.
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I remember the first time I had to take my computer in for repair. The hard drive died on me and I took it back to where I bought it and they replaced the entire system.
It’s really sad how these big companies rip off the consumer nowadays. Especially since if it WAS just a hard drive failure, you can buy one for way less than 400 bucks.
here’s hoping there IS a good locally owned place near you that is trustworthy. the one and only IT guy at my previous job used a local place for repairs and purchases – when he took a laptop in for a replacement power supply, the store electrical taped the frayed cord and charged him for it. *note – he was also an idiot in general*
if you are the poor person in an IT job who gets approached by people wanting you to work on their personal systems for free, i own one of these lovely shirts:
[www.thinkgeek.com]
I may not be a certified tech, but I’m real good with computers to the point that I never need to bother with a repair shop. I am smart enough to know to go to a smaller local shop if I ever needed to though.
@dragonfire81:
So unless you personally know the person why do you believe that a smaller local shop will provide a better service that Staples?
A small local shop may be able to be a little cheaper but not by much. They need to pay for rent, electricity, expenses, payroll and make a profit as well.
If you aren’t happy with a service at a Staples you can get the job redone for free. Go to a manager and more times than not you’ll even get a refund because our home office team is all about making customer happy.
If you aren’t happy with a service at Joe Pepe’s computer shop he can simply tell you to go pound sand because there’s nothing that you can do about it.
@Scatter: Word of mouth, word of mouth, word of mouth. That’s usually how local shops get high on the radar over places like Staples or Best Buy, or what have you.
This goes both ways as well. When I ran my shop at Staples, I managed to generate some income just by referrals. But if the local retail store happens to have a tech you don’t trust, there’s really no amount of branding that make that customer magically have work done.
People take their machines to Staples oftentimes because it’s convenient, they don’t have to go far for service or look anyone up. There is a comfort level to the brand, but if that ever gets burned, don’t count on many people coming back.
Well I just wanted to jump in, I know I’m a little late but a letter came down from corporate today about this, and mentioned some policies that no one has ever read/even knows about.
I’ve been working on and off as an EasyTech technician for about a year and a half. As someone who has been using/fixing computers for nearly 7/8s of their life, some of the things they have us doing make me cringe.
I won’t go into details, I want to remain anonymous as Staples is all I have right now, but I have to be honest, almost all of the people staples employs as “EasyTechs” are not actually technicians, they’re computer and electronics salesman that also have the responsibility of filling the ink, putting things on the shelves, and other misc store tasks. Staples does not actually train these people to be computer technicians, at least not in my part of the country.
The only time I have ever been in a Staples was a pathetic experience. I was shopping on Black Friday looking for a digital camera, a printer, and a paper shredder. Staple’s selection of cameras and printers was fairly decent, but they were all overpriced. Their selection of shredders was awful, and overpriced.
I bid Staples a fair well, and headed to Office Depot. Found a decent scanner/printer with a digital camera bundle, and a shredder. Both items were discounted.
The printer and camera are still chugging along. The shredder is a piece of crap that I can hopefully RMA (hint: stay away from Ativa; Fellowes is far superior). Regardless, that Staples was a pathetic store.
Oh, and I recently shopped for ink. Staples’ offerings? You guessed it: overpriced.
I’ve been an Easy Tech for several years. Most of the obvious points of where this transaction went wrong have been covered here. But no one has mentioned the real underlying CAUSE.
It’s simple. Staples is currently managing by numbers. What that means is when your Staples Easy Tech is reviewed for his performance (week, month, period, or year) the first and most important determination is not how good his/her technical skills are; nor is it how good of a raport they have with customers; nor how many repeat customers they have had. It’s none of those! What is the primary PERFORMANCE review for Easy Techs? Meeting the sales goals for the period in question! And what is the PRIMARY sales goal criteria? Technical repair sales? No! Sales of computers? No! Sales of technical services? No!
The primary sales goal criteria for Easy Techs is sales of warranty plans! If you haven’t met them, you don’t get a good review! Period! It’s the most important performance criteria Staples has for Easy Techs. In fact if you want to transfer to another store the first thing your managers discuss about you is not how you’ve built up the computer repair department in your current store, or that all the customers there ask for you by name because you give such great service! Rather, it’s whether or not you can ‘sell plans’.
In fact, as an Easy Tech, even if you are constantly busy with repairing customers computers (7 – 7.5 hrs a day) and rarely or never see the sales area of the store, you are still held accountable for selling warranty plans. This is managing by numbers.
The Easy Tech in the story compounded this blunder by not reporting his manager’s careless behavior to the General Manager or the District Manager or to Staples itself (as noted elsewhere in this blog). It’s the MANAGER that should be gone, not the Easy Tech.
Finally, very soon you’ll begin to notice that EVERY person in the Staples business machines department will be wearing identical shirts (black with lime green trim) which has “Easy Tech” embroidered on it. Not all of those people are or will be actual technicians. Some are sales people with little or no technical experience! If you are looking for advice about what to do with repair or other technical issues make sure you ask to speak to the actual technican who works on PCs every day.
Staples currently has NO way to determine the technical skill level of it’s sales force except during the interview process where managers (not Easy Techs) who have varied knowledge themselves, determine if the applicant is qualified. (A+ certification is not require to be an in-store Easy Tech).
In defense of MY Staples store, we provide the best technical support in our area. We continue to get customers who have been dissatisfied with independents and the other big box stores.
Ive been an EasyTech for almost a year and an employee for almost 2 and EZteck is absolutly right all corperate wants is numbers , you dont need to know how an item works or anything your ability dosnt mean shit but if you can sell a service plan or anything to give the store better numbers , thats all they care for. When i saw that corperate actually told us about this article was foolish they said if anyone from the media approaches you , tell them to refer to so and so from relations or something obscure . im the lead tech and i have enough room to work and everything but they set the standards way to high . we need to make a goal of 750$ a week . me personally most ive gotten was around 550 roughly the goal is insane and the stores that are getting in the 1000$ and going past corperates goal is BS there the ones most likely doing shady shit like he explained . Staples is all about getting numbers and screwing people in the process my day consists of doing a good portion of other peoples work too besides working on the computers while most managers ive seen do nothing except for the few . in the last 2 years ive seen managers fired for theft , forging numbers you name it . Staples ive also seen never hires withen for management we get people who have been with the company for like maybe a year or so and who have worked at simalar stores to staples but no nothing . Ive been around enough to know i can do the sales managers jobs considering my ” numbers ” are better than theres and i know the products better than anyone in the store . Point being staples dosnt make it ” easy ” infact its anything but easy
I am a Staples Easy Tech Expert,
I am one of these “Head Techs” as everyone puts them.
I will say my experience with Staples:
1.) Been there for FOUR YEARS now.
2.) In the past the “Tech Center” has not been great but they are making HUGE strides in the Tech field from what it used to be.
Now, saying that just a little clarification about this topic first:
1.) The tech did not follow any of the guidelines and neither did the manager.
2.) The tech could be held responsible for any of the information just as the manager could have been.
3.) If Staples knew where this was and if ANYONE from the corporate office was/would, be called and this is still going on for whatever reason it is in BLACK AND WHITE it is an INSTANT FIRE. No IF ANDS OR BUTS PERIOD.
Now for the other comments going around:
1.) Some of our prices for onsites are high for a consumer who is looking to get one thing done in their home. *granted* But look at our prices compared to our competitors we are either matching or beating them. We also have a better policy about our Tech Center than most of our competitors.
2.) ALL STAPLES SHOULD HAVE A HP DIAGNOSTIC PC. PERIOD. IF YOU DON’T HAVE ONE GO TO STAPLES AT WORK AND GO TO THE EASY TECH TAB THERE IS AN EASY ORDER FORM FOR YOU TO ORDER A NEW ONE. So that means for the people that keep saying that their store doesn’t have one they should have had it by the latest of January 2008. So if you don’t have one ORDER IT.
3.) Our numbers set by corporate. Those numbers are not unrealistic. I work in a “LOW VOLUME” store we do about $9k-13k a day. We average roughly $700 a week. How and why you may ask is because our customers know the techs there and they know that we will take care of them no matter what. Plain and simple the policy of staples is to get to “YES”.
4.) It is correct about what EzTech and Khaos88 say that Staples wants the #’s right now and they want everyone in that department to sell warranties no matter if you are fixing a computer or selling one, the main problem with this is the way that they changed our bonus structure which is the WHOLE STORE needs to hit 101% budget top and bottom line for us to actually get any kind of bonus, which means it is up to the COPY CENTER and EASYTECHS to hit the budget because we drive the biggest part of the bottom and top lines, instead of like it was before where your department had to hit 101% top and bottom line then you bonused so then it makes more managers like mine who are worried more about $$$$ then about the customer themselves. This brings me to my point about that which is my manager likes to call the “SALES” managers “MARGIN MANAGERS” due to the fact that Staples is worried about the “MARGIN”. Nevertheless, I do have to say that if you are buying any kind of new computer or laptop you WILL NEED a WARRANTY. It doesn’t matter if it is a Dell, HP, Compaq, Acer, etc… It will pay off over time plain and simple great thing about the Staples warranty is that they will send you the parts if you wanted to repair it yourself they just need to verify that it is broken and most likely request the broken part back.
Staples is not an “EVIL” company that is out to get the little guy. I wouldn’t have stayed there if they didn’t have GOOD policies to protect the consumer and the store/associates against such things. What other company will let you bring back the computer if it doesn’t work within 30 days? Also, we have other repair services that we can do for a Laptop/Desktop; for a Desktop if a motherboard is bad or even more is bad besides that and it is a NAME BRAND with FACTORY parts we can fix it for only $249.98. A laptop that is a NAME BRAND with FACTORY parts we can repair without LCD repair for only $369.98 and with LCD repair would be $599.98.
If you could find those prices anywhere else cheaper please let me know now with those it includes the following:
1.) 6 months warranty on any parts/labor we did/replaced.
2.) No extra costs the prices I gave you are for parts and labor (Unless you want a backup on your computer *these prices also do not include for drops or spills if it found that to be your problem prices will vary/change*)
3.) Replace ANY parts motherboard, hard drives, expansion cards, RAM, CPU, power supply, etc. (You can get as many parts replaced as long as they meet the guidelines said above.)
Now, if there are any more questions/comments about Staples please let me know I will let you know the CORRECT policies/procedures for Staples. I hate to see people trying to drag this company’s name through the mud. It is a GREAT company just this person had a HORRIBLE manager and needed to take this up with the District Manager/Corporate Office and they would have taken care of the customer, got rid of/or taken care of the manager and worked with the technician and gotten his store back in the shape it should have been.
@StaplesEzTechExpert: Very well said. I have to say that this article shows what isn’t allowed and you’re right, the GM should be gone and the store should be fixed up with all the stuff they need to do tech work…that’s 623 for ya
At a public PC, so not going to register.
You can call me Poly if ya need to, and I’m currently a Staples Sales manager.
Just wondering what someone makes has to do with anything? My Tech is awesome, has years of experience, and is retired from his primary career. He wanted a part time job where he can help people and fix computers (his hobby and passion).
Just because it’s not a $40K+ a year job given to some snotty kid out of college or tech school with no work ethic or professionalism, doesn’t mean that the techs aren’t capable. Like any job, you will have performers, and underperformers.
And to the comment of wanting to just work on computers all day, and not sell stuff…? Working at a Mom and Pop PC repair business that everyone laudes is all about sales! The sales directly relate to that person’s livliehood.
I appluad all the entreprenuers who stake out on their own,… but to be in business makes you a salesperson by default.
i work as an easy tech at staples and basically your lead tech is a moron. not all locations are so reckless. 1 incident should not give all stores a bad rap. i always run a full diagnostic, print it and show the customer what needs 2 be fixed before repairs r done.Our store runs a tight ship rippin people of is the same as stealing and i hate thieves.So not all stores in a chain can be considered corrupt.
@CarterRareware:
I am a Staples tech now. I have watched these same practices. When you are an easy tech you are expected to sell and I appreciate that, however I watched the manager try to sneak service plans on people. I watched him lie about the specs of the computers. 3 days ago the same manager tried to set a customer up for $100 data backup and $370 depot repair. I did the diagnostics on the laptop and all they needed was an $80 power supply (on sale for $60 at the time). Staples techs cannot be trusted. When I showed the expert tech (I’m the resident tech) the paperwork he said “hey, if they’re willing to pay for it…” I have watched these same practices for 10 months now. DO NOT GO TO STAPLES
I’ve been a Staples Easy Tech for 2 years already.. from the pictures I can tell thats location 653 on 85th and lex.. (by the Maxtor wing pannel and laptop P.O.G.) and you shouldnt judge all Easy Techs for the crappy computer work and salesmanship of the upper manhattan stores.. every store above 40th street is known for their crappy computer service..
Yes I too work for Staples as a head technition.
It varies from store to store. Some managers push you and make sell unnecessary “upgrades”. Antistatic is also a foreign term.
Also every store has a diagnostic PC, but most stores just use it as an internet hub to check facebooks and myspaces. The tools are crappy and the environment is crappy.
REMEMBER BEFORE WORKING FOR BESTBUY, STAPLES, ETC…
They would rather train a salesman to be a tech, than a tech to be a salesman.
I have been working at Staples Easytech for about 6 months. Since I started, I have never charged anyone for unnecessary services, nor have I ever been asked to by managment to make unnecessary charges. Our store just surpassed our goal in sales, and I can say it wasn’t from cheating anyone, it was from returning customers or new customers that were recommended by old ones. I am actually quite surprised to see that so many people have had such negative experiances with Easytech, our district is pretty damn strict about the way we do business. Maybe we are the exception. FYI, people that are high risk like that, espeically management, usually get tossed overboard beucase they are a walking lawsuit if someone figures out what happened.
Hey friends,
I’m currently working at Staple. I’m a resident tech (lead tech), before this i was working for compusa, circuit city firedog, and other retail technical support. I have over 4 years of experience. So far the only reason why i would work at Staples because i’m still in school, but if i’m finish with school i will not working for this stupid company.
Notice this article is back in 2008, as of today it is 2010. They haven’t change much, all the services are rip off. Staples don’t have enough money to equip their technician with the proper tools for the job. There are so many restriction on the tech computer, it make me feel like i’m the end user not a tech (no admin right to the computer at all, can’t even right click).
Lack of tools, i was unable to detect so many viruses. I have to use my own tool kit to help the customer out and make the repair worth their money. I’m really embarrassed to work for such company. When i contacted the HR to address the issue, they said “Quit if you don’t like it”, that show how much Staples care about their employees.
As a computer repair store, we need more than one tools to preform an accurate diagnostic. However staples only provide one tools which is Norton scanner(you can dl it on norton site). If you are a consumer and thinking about getting your work done at staples, please do your self a big favor and not to waste your time at a repair shop like this. Go to a real one!
The “Easy Tech Services” at Staples are a joke. The “supposedly certified technicians” performing the repairs are nothing but a bunch of kids with no knowledge or certifications other than the ones provided by Staples itself. Their interest is not fixing computers, their main interest is selling unnecessary services and goods to improve the overall sales of the store. You can go few days in a row to your local Staples store and you will see these “certified technicians” moving boxes around the store and trying to rip-off customers selling them extended warranty protection plans, software and installations that they do not need. They train these kids to ask questions to customers, to measure their knowledge and vulnerability so they can sell services and goods to expand Staple’s profits. None of them is even CompTia A+ certified, which should be the minimum requirement to perform the types of services they advertise. Do not bring your computer no any Staple’s for service, and NEVER buy something unless you know you really need it. If you see the training and “certifications” that these guys have to pass, you would laugh your arse off, this is like having Burguer King guys fixing computers. Stay away from them.