Geek Squad Tries To Fix Computer With Glue Gun

An anonymous tipster has a complaint against Best Buy’s Geek Squad, which wouldn’t be abnormal except for the fact that the complainer is also a Geek Squad agent. The tipster sent a computer floor model to a Geek Squad service center for repair, and as you can see from the picture, the service tech’s attempt at gluing the keyboard down didn’t work out so well.

From the tipster:

We recently had a store display model laptop go “kaput” and needed to be sent to our service center (Geek Squad City). We follow standard procedure in doing this and received the laptop back several days later. From reading an older article, I couldn’t help but chuckle at the thought of such a facility as Geek Squad City using a hot glue gun to perform certain repairs. Well, that’s just what they did on this particular laptop!

Silly Geek Squad, forgetting to use duct tape.


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  1. Yankees368 says:

    Still don’t understand why anyone uses them. They can’t even fix their own machines!

    • rdldr1 says:

      Better off giving $20-$30 to the computer nerd down the street and let them fix it.
      At least your porn won’t be seen by dozens of people.

  2. sonneillon says:

    If the laptop doesn’t look like it did when the OP bought it send it back and be very vocal. I’m sure the consumerist can kick up some emails for ye olde EECB if geek squad is intransigent.

  3. danmac says:

    I wonder if they also replaced the hard drive, prompting the store to have to sell itself a new copy of Windows 7.

  4. ChuckECheese says:

    ASUS just did this to me – used a glue gun to reattach the bezel after replacing the notebook’s LCD. After less than a month, the bezel is separating. I don’t have the energy to deal with them again over this warranty repair. Attrition through incompetence is the new customer service philosophy.

    • danmac says:

      Pfft…everyone knows it’s far cheaper to attract a new customer than keep a current one. Or something like that…I failed economics so the details are fuzzy.

    • Urgleglurk says:

      Attrition of customers or employees?

    • GoodBytes says:

      ASUS warranty service sucks balls.
      I had my ASUS motherboard that broke, I had to call long distance as they don’t have a 1-800 number for their so called flag ship product.. motherboards. They put on hold for over 30min (getting expensive), I RMA’d it (I had to pay shipping, but that I expected) 1 month later (yes, 1 month), they send me a “”””””””””””””””””””new””””””””””””””””””” one. That board was packed with dust, and they insisted it was new, and that the dust probably came from my place (yea right… I could see the dust trough the unopened anti-static plastic bag. I did not want to battle myself again with them, so I took it, cleaned it, and use it. The board works fine, but the second Network card did not work, and my computer was failing to wake up form sleep successfully (USB controller freezes every time, so the system is operation, PS/2 keyboard/mouse work, but USB devices (including my normal keyboard and mouse0 did not work until complete system shut-down and turn back on (meaning I had to turn off the PSU switch on the back)). I guess they sent me someone else board, in the hope I don’t notice the problem that he or she had.

      Now you might say bad luck. 2 other friends of mine with different motherboards, also broke soon after my story. They RMA’ed it, and the exact same story happen. In which one of my 2 friends had a completely not working board, (both of them had, also, a board filled with dust).
      They all got annoyed, including myself, and never going to purchase an ASUS product to anyone.

      And just because my motherboard cost 250$ (it was the high-end gaming board they had back in the days, the ASUS A8N32-SLi Deluxe), I am telling this story to everyone who plans to get an ASUS product, and present better alternative. I usually am able to convince people, especially after showing pictures as proof.

      My bad experience occurred several years ago, and I am still really pissed off about it, even though the event happened to me several years ago, I still say my and my friends experience, until ASUS send me a check for the so called motherboard, or at least a replacement board, new, as promised initially over the phone.

      Long time ago, Gigabyte said that ASUS was using cheap quality components, then it leaded to a legal battle. Well recently I changed my computer as my board completely failed and out of warranty, despite having a fully operational computer before, which actually ran Win7 64-bit perfectly smoothly, which I can’t use anymore as no one makes motherboards for such old processor technology. I got Gigabyte motherboard, and holy crap they are excellent. ASUS feel garbage in comparison in term of quality. So far, Gigabyte was 100% right on their claim.

      That is shame for them, because I was always buying ASUS motherboard prior to this, including my friends. Oh well, they are not touching my money anymore.

      • PupJet says:

        Repetitive man is repetitive.

        “My bad experience occurred several years ago, and I am still really pissed off about it, even though the event happened to me several years ago”

  5. OnePumpChump says:

    And Best Buy won’t be able to figure out who the whistle blower was and fire him.

  6. sp00nix says:

    come on down to the geek squad city where the girls are scarce and the service is shtty! (i used to sing this while working there”

  7. madtube says:

    As I stated in he earlier post about Best Buy: not bloody surprised.

  8. MDSasquatch says:

    Would Duct-Tape have been a better choice?

    • Yankees368 says:

      Probably, since laptops get hot, the glue they used will just turn back into liquid or gel once the laptop gets going, and un bond.

      • aja175 says:

        Not likely. Hotmelt melts at about 300deg f (depending on the type used of course, different compositions melt at different temps). I’d be afraid if my laptop got that hot.

  9. aja175 says:

    Hot melt glue is used in all kinds of electronics, even laptops. If you take yours apart (go ahead, I’ll wait) you’ll probably notice here’s hot melt used in it somewhere.

    • MW says:

      I took my laptop apart last weekend (old laptop, I wanted to see if I was capable of gutting it and putting it back together successfully before I replaced a couple parts in my real computer) and the only place I noticed glue being used was a dot to keep the internal battery in place. Everything else was either hooked in, screwed in or soldered.

      Not that it invalidates your point in any way, but if the type of glue I encountered is the type that they’re trying to use on an actual stressed part of a laptop I can’t see that ending well. It worked well for helping to anchor the part I pulled off of it, but it’s not like it took more than a gentle tug-peel-jiggle to disengage it.

  10. MrEvil says:

    Anybody remember The owner of City Wok on South Park?

    “Hello Geek Squad City, take your order please!”

  11. Michaela says:

    How is the piece supposed to be secured?

    • ShadowFalls says:

      Usually keyboards are secured by screws and pieces of plastic. My guess is they broke something while taking it apart and wanted to hide the fact.

    • GoodBytes says:

      it’s actually very simple.
      The keyboard has tabs (like the ones on most remote slide-out battery cover), which slides with the connector on to the board (an opening on the palm rest allows the keyboard connector to slide in, and usually have 2 to 4 screws to hold it securely in place. Then they add a plastic piece.. usually the part under the keyboard light indicators are, to cover the screws, all nice and neat. This allows for easy keyboard replacement, as this is usually a part that breaks often. You can find on the Internet, or the manufacture directly a replacement keyboard for your exact system, which anyone can easily replace.

      Dell has a full service manual available on their support section of the web site. I don’t know about the other manufactures. Here is an example:
      Remove the LED cover:
      Remove the 2 screws, and use the plastic tab to easily pull the keyboard out.

      An easy to access system, means it’s easy for the consumer to upgrade/replace parts, and also making it easier for the manufacture. Less time it takes, the faster they can repair the system, the fast you have it, and the more machine they can do.

      The Dell Latitude E series, is a demonstration in Dell effort in achieving this.
      For example, they have 1 screw slide out panel at the bottom allowing you to have full access to the internal system. You can easily change anything.. heatsink, motherboard, CPU, RAM, wireless card, Bluetooth, you name it (except GPU as it’s soldered onto the mainboard, to save space, and due to the lack of any standard in that department. Nvidia tried with their MXM format, but it cost space.. and people want ultra thin machines… so it’s a no go, or if you have a machine that has that (usually high-end gaming or workstation laptops), you only have a choose of 1-2 GPU models to pick from that will fit in the specific version of the MXM connector. So not worth it.).

      The case of Apple, the system is build on reverse. you have the palm rest which include the laptop base. First they put the keyboard, screw it in on reverse, and basically start adding the battery and the other components such as the motherboard, and then end with the cover.

      Anyway, GeekSqad had 0 reason to do what they did.
      But I guess a 50$ keyboard (or 100-150$ if it’s a backlit – which this case is not) was too much for them to spend to repair a laptop (that is assuming you order directly from the manufacture and don’t even ask for a price, which they usually they do offer).

  12. Froggmann says:

    I am just so glad I have the technical knowledge and aptitude to fix my own junk.

  13. LightningUsagi says:

    Any good crafter would tell you to use E6000 instead of hot glue. LOL

  14. TuxRug says:

    This looks like Toshiba’s typical warranty repair service. Is the tipster sure it didn’t get forwarded from the GS service center back to Toshiba?

  15. fischju says:

    I repair computers, and frequently use hot glue to help anchor things like broken AC ports, no complaints or loose inputs yet, but come on, on the keyboard? They need an instructional video for using glue guns.

  16. vastrightwing says:

    Lesson: don’t buy an open box computer at Best Buy. Better yet, don’t buy anything from Best Buy.

    • GoodBytes says:

      Exactly. You can order directly from the manufacture with a simple phone call, get the same price, or even better (as you can remove the store profit from the system, and sometimes more) as you can negotiate a price over the phone, and if you get an extended warranty, it’s with the manufacture directly, so that you don’t have to do this shit. And most manufacture pays you the send and return shipping for you, and in the case of Dell, you can get with your warranty an in-home service, where a contracted tech form comes at your place, at the time you want, to replace the part(s) in front of you, to ensure that the work is done correctly, and no glue gun used (sure it’s more expensive to get, hey, if you need the laptop always, it’s worth it).

      So really, other than looking and touching the system, there is no reason to get it. Oh and you can sometimes perform special request to your order with the manufacture like: “I want to no junk and no trial software with my system, and I want my Windows disk – or the manufacture made Windows disk (which is usually Windows pre-activated only, no image, no drivers), and driver disk”. Sometimes they can charge you 10-15$ for the disks, but hey, it’s cheaper than BestBuy and you have the real disks.

  17. consumed says:

    This looks like a Toshiba Portege P25, which is a very flimsy notebook. It weighs about 3 pounds but basically the thing feels like it could fall apart every time you touch it.

  18. The Marionette says:

    That’s why I’m so glad I know how to fix pcs. I also help my friend’s out with their’s. I don’t like the idea of someone charging ridiculous prices for minor repairs (replacing ram, hdd, etc).

  19. xboxcrazy33 says:

    When I was at Best Buy the other day, I noticed that behind the Geek Squad counter, there were shelves where they store the already “repaired” items, emblazoned with yellow caution tape that read: AWAITING CIVILIAN INSPECTION. Seriously guys, take it back a notch. Especially when you can’t even fix things correctly.

  20. masso says:

    I wish Geek Squad is as awesome as the Nerd Herd.

  21. JManBrody says:

    Replace the keyboard, hot glue is not designed for metal parts. I’m sure a part like this is not serviceable, it should only be replaced, which is a simple thing to do.

  22. duncanblackthorne says:

    My life may be far from perfect, but every time I read something like this story, I’m oh-so-thankful for having the technical abilities to allow me to repair any sort of machine or electronic device I own myself, rather than being at the mercy of these abject morons and all their ilk.

  23. Red Cat Linux says:

    Meh – Sounds like their car stereo geeks too. I took my car there to have a stereo and speakers installed and, unbeknown to me, during the installation they broke a piece of interior trim.

    Two days later, I get in my car and the damn thing ejects itself across the car and into my lap. Best Buy used a glue gun to glue the trim back in place, rather than replace the piece they broke. If I’d been flying down the highway and my car started tossing it’s trim work at me, I would have more to complain about than just the trim being damaged.

    A couple of phone calls later to BB and one to the local parts shop and BB had paid for the damaged trim. Strangely, I’m still not very amused about the hot-glue repair. That’s normally the sort of thing that I’d find hilarious shortly after it happened. I guess it’s the shoddy workmanship that just irritates me.

  24. Elsydeon says:

    A former acquaintance’s boss brought us a computer Geek Squad had fixed. The hard drive was mounted upside down and they somehow managed to leave a 16″ long screwdriver in a 12″ tall mATX computer.

  25. Bby says:

    What’s actually funny is that all of you are anonymous. I’m sure that you are the type of people who claim that you know all this on a forum, and then go down to Best Buy to ask questions because you don’t really know the answers.

    And if by some absurdity you are relatively competent at your own repairs and builds, then you are among the 1% that are. Quit hating because they have a business plan in place that has made them plenty of money, not just here but all around the world.

  26. CorvetteJoe says:

    Pretty shoddy job, but in their defense, I have been fixing PCs for the past 20 years and use the glue gun all the time. For desktops its great for things like plastic trim pieces with broken tabs, cracked plastic, gluing in broken filler plates, etc. For laptops it’s great for holding down any piece of plastic housing the laptops are made of, screen casings, the screw mounting pieces that break all the time, etc, etc. I always tell the customer what I did, and they never have an issue with it so long as it works and looks like new. So yeah, that’s a pretty crappy job that geek squad did for their own equipment, but don’t hate on the glue gun. It’s one of a computer repair tech’s best tools ;)

  27. ichibanjay says:

    At least they used a hot glue gun. When the wrist rest area on my Macbook Pro starting coming apart, the Genius Bar used double stick tape to put it back together.