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See the original image at consumerist.com

Geek Squad Backs Up Your Desktop Shortcut Instead Of Data

consumerist.com — "...5 days later he got his computer and his external hard drive back — mostly empty, except for the shortcut to the folder where the data was stored."

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  • benliles, on 07/02/2008, -4/+171That sounds like a standard geek squad. I'm surprised there haven't been more lawsuits because of their incompetence.
    • chaoswings, on 07/04/2008, -2/+13They hire part-time teens who claim to know what they are doing with nothing to show for it. What did you expect? Also I still don't understand why people go to geek squad instead of a proper computer store. At least there you know it's their focus and not a side business. Your less likely to get screwed there.

      Even though I say that I'm the one who usually does all the fixing on my computer unless it's a hardware issue.
      • AchaIemoipas, on 07/04/2008, -1/+5"I still don't understand why people go to geek squad instead of a proper computer store."

        Same reason they don't get sued as much as they should. The people who go there know nothing of computers. Buying a pc at Best Buy is already pretty foolish (the products suck and are overpriced). So they trust the figure of authority and the claims in the commercials.

        When they mess up something, they just have to say "It's supposed to be like that" or "I had to do this to fix your problem" and the people believe it because they don't even know what the guy's talking about.
      • DeathfireD, on 07/04/2008, -0/+1Believe it or not they do take a test when applying for a Geek Squad position, at least they do where I live. My friend works at a local Best Buy for a summer job and applied for a Geek Squad position. He had to do a small several page test to verify that he knew the basic stuff like replacing a hard drive, what ram was, backing up files, how to format..etc. Then they asked him a few questions in person to make sure. I'm not sure if all Best Buys do this, if they don't then they should.
      • 0011002, on 07/04/2008, -0/+1I tried to get a job there once. They asked me a series of questions including what my dream machine would be. Well the lower manager was impressed but the final guy asked how I'd secure a wireless network and when i said WPA he asked if I meant WEP. I told him no that was too weak and encryption. well because he apparently didn't know WPA i didn't get the job.
    • ajv570, on 07/04/2008, -6/+8Yeahh boycott the geek squad
    • Wakkyweed, on 07/04/2008, -0/+14These so-called professionals scare me. Then again, the Idea that I would trust backing up my data to a stranger is laughable.
      • ayeroxor, on 07/04/2008, -0/+3Exactly. Way way back in the day my first computer job at age 19 was lab tech at Computer City, now absorbed into CompUSA.

        We had customers sign a contract for work that stated in bold print "I have backed up all the data I wish to keep"

        We still had people whine and complain if we couldn't recover their data due to corruption or reinstalling the OS, etc.

        Today I'm a network engineer for a large government contractor, and I still tell everyone, on the job or in my personal life, before you do anything major to your computer, back it up YOURSELF. In fact, you should always be prepared for the day you turn on your computer and it tells you everything's gone.

        There is NO excuse for not having backups. If you lose everything, it may be due to your fault or someone else, or just failed hardware, but the one unifying factor: if you have no backups, you only have YOURSELF to blame.
      • oldgal, on 07/04/2008, -0/+2Why I keep all my important data on an encrypted memory stick that i back up myself. Don't want just anybody close to my important stuff:)
    • 47f0, on 07/04/2008, -0/+7How deliberately, even arrogantly clueless. The user data is the ONLY thing that matters on the computer - often its value far exceeds the cost of the PC and software. Not making data backup an absolute priority shows exactly where these guys live.
    • Ravatar, on 07/04/2008, -2/+26Gotta throw out the comment spam on this one..

      I used to do on-site work with this company a few years back (***** off bury brigade). This was nothing like the in-store service in that we were given the freedom to do our jobs however we felt necessary (although we have to answer to it later). Back in the day you'd meet with your manager a few times a month to go over numbers and crap, and that was pretty much it. And that's how it should have stayed. Once the managers got their paws in the on-site business it became subjected to the same "***** the company motto of accurate and swift, just do swift" in addition to "sell them everything".

      As far as blunders like this, I can only attribute that to the fact that in-store hiring practices have changed over the years, and they also vary by store. I believe nowadays they just take whoever is the best at sales in the computer department and make them into in-store agents (lol).

      But as far as on-site guys, we had a good measure of pride in what we did. We had the tools (yes, properly licensed) necessary to perform pretty much any repair that could reasonably be completed, and I feel that, in the end, I really did have a positive affect on peoples' lives. I helped a number of business get their start by installing their workstations, and network, and continued to support them as they grew. I remember people sharing stories of them breaking down and crying when they feared they had lost an important file, photo, or memory, before we came and were able to retrieve or repair their issue.

      But, you don't hear about the positive stories, because that doesn't make juicy news. Instead, it's popular to prey on the in-store business (which is downright terrible). Why is that? Well, for one bean counter managers shouldn't be within 100 miles of geek squad business. But they run that business now. From the employees, to the sales tactics, to the failed customer experiences, I'd be willing to wager all that on bad management.

      By the time I left the company my internal customer satisfaction scoresheet was hovering around 97% with $220,000 billed over about 1000 service calls, and I'd received more than 15 writeups for failing to toe the company line in regards to overselling, going the extra mile "unnecessarily", and refusing the manager's orders to leave a customer's house in the middle of a repair to take lunch breaks. It was a pretty fun job tho ;)
      • 801NvizioN, on 07/04/2008, -25/+1Dugg down for too many words.
      • kinggimped, on 07/04/2008, -1/+11Thanks for letting us know about your pitiful attention span.
      • ayeroxor, on 07/04/2008, -0/+3The word is "buried," Captain Toddler.
      • po43292, on 07/04/2008, -0/+2So they would basically call you while you're on-site and tell you it's time for your lunch break? LOL.
      • Ravatar, on 07/04/2008, -0/+1@po43292: No, we reported time via our pocket pc's, and sometimes it would have lunch way later or not at all. Which usually meant I was at a long job midday.
    • Dominicc2003, on 07/04/2008, -0/+10This article brings back memories of when I thought you could backup a whole computer to a floppy (I did the shortcuts).
      Difference is, I was nine years old!
    • Loonacy, on 07/04/2008, -0/+8Why would you pay someone to Ctrl-C Ctrl-V?
    • mcottier, on 07/04/2008, -0/+1People who actually know how to fix and upgrade computers don't want to work for Geek Squad because they can make better money doing it on their own, so they will always be stuck with incompetent people.
  • hawksfan03, on 07/02/2008, -5/+190They didn't think it was strange when it took .2 seconds to backup his entire My Documents folder? Geek Squads incompetence never ceases to amaze me
  • MattFromSeattle, on 07/02/2008, -4/+103At this point, nothing that the Geek Squad does shocks me. I'm just amazed there's still people foolish enough out there to take their stuff into them.
    • Dylson, on 07/04/2008, -0/+2I'm not. Put someone who seems professional in a store like best buy and anyone will bite. By anyone, I mean the average joe user. Also consider that average joe user is stupid in terms of computer skills and knowledge.
    • mstump, on 07/04/2008, -0/+3Geek Squad preys on the people who can't perform these upgrades or maintenance tasks themselves. I'd bet that only a subset of their customers are purchasing Geek Squad services for convenience. It's predatory IT at its worst.
  • ivan423, on 07/02/2008, -5/+70So Mike doesn't know how to copy and paste?
    • sfcaptainrob, on 07/04/2008, -0/+24Apparently he does because he ended up doing it himself.
      • drakenlot, on 07/04/2008, -0/+17Guess he really didn't want his $150.


        Wish I could say that.
    • Sqlawl, on 07/04/2008, -1/+5I was thinking the same thing. I might just have a wrong point of view on this because I program computers, but copy and past is quite easy.
    • Akraz, on 07/04/2008, -0/+1You do realize the initial problem was the Trojan on his PC.

      A lot of people commenting on this article are forgetting that and thinks he JUST went there to backup his stuff.
      • po43292, on 07/04/2008, -0/+1They didn't even try to upsell him a $70 virus protection software suite!
  • basye, on 07/03/2008, -4/+146The only time Geek Squad backs up data is when you have porn...and then it's to their own hard drive. No porn? You're outta luck!
    • lazyfisherman, on 07/04/2008, -4/+13I have a trick I use with them where I encrypt and then disguise all my most important files as porn. Geek Squad immediately goes for the smut and backs up my files every time.

      Highly recommended.
      • hapax, on 07/04/2008, -2/+2I'll use that excuse when I get caught.
      • imneveral0ne, on 07/04/2008, -1/+12why are you acting like you actually take your computer to them to fix it? if your disguising and encrypting your files like that, it doesnt sound like you need the geek squad to have a crack at fixing your computer.
    • bloggerjul, on 07/04/2008, -1/+1in that case... yes...yes!
      I'm still good with Geek Squad....
  • ProphetSix, on 07/03/2008, -4/+50I don't know what's worse: the fact that anyone still goes to Geek Squad after all of the horrendous stories, or that anyone still wants to WORK at Geek Squad after all of the horrendous stories...
    • Lugano, on 07/03/2008, -1/+35The people that work there aren't actually "Geeks". Any real geek would actually be able to get a good job.
      • Rndm_Tngnt, on 07/04/2008, -1/+38Hey, it paid for my beer and didn't take any effort.

        That being said, there are some real schmucks in that organization.

        "Can you install a video card or RAM?"
        "Uh... Like blindfolded or just regular."
        "Regularly."
        "Yeah. Of course."
        "Your training starts tomorrow."

        Sheesh.
    • charlietuna, on 07/04/2008, -0/+11If the checks clear people will work there.
    • Evi1d33d, on 07/04/2008, -1/+19Seriously the requirement for getting hired as a "technician" is ridiculously low. When I applied to Firedog I got a call 2 days later for an interview. During the interview the manager asked me if I have any computer troubleshooting experiences, I answered "Well do I use Windows...". It gave the manager a chuckle and I was hired at the spot.

      For someone who have been messing with computers since 10, I was pretty disappointed at how easily I got hired.

      Of course there are /real/ geeks that work there and do a good job on fixing customers' problems but that'll never end up on the news will it?
      • pagno, on 07/04/2008, -0/+5Id reckon they are a rarity.
      • CyclonusRIP, on 07/04/2008, -0/+2The thing is half the people who think they know anything about computers really don't know *****.
      • Loonacy, on 07/04/2008, -0/+6Your CPU needs more RAM in its hard drive, and your VGA needs to be degaussed.
      • bbbren, on 07/04/2008, -0/+1@ loonacy,

        hmm, needs more jiggawatts!
    • 1Bad, on 07/04/2008, -0/+8Most non-tech people I know don't have a clue about how bad Geek Squad is. The typical Geek Squad customer is someone like my mom, who blames her browser automatically going to Google on "the broken CPU"... I think it is because someone told her not to buy AMD after she just got a computer with an AMD processor, thus it must be a defective piece of ***** because someone else who knows nothing about computers told her so. Forget the fact that she could probably get by on a Pentium 3.
    • DanDotOrg, on 07/04/2008, -0/+2People probably don't even apply specifically for geek squad.

      "Hi, I'd like a job in the stockroom"
      "Oh, unfortunately we have no openings there."
      "Oh, how bout on check-out"
      "Yea we're pretty good there too. How are you with computers?"
      "Well, I don't know much about computers other than...other than the one we got at my house my mom put a couple games on there and I play it..."
      "So you actually own a computer, right?"
      "Yes"
      "Brilliant, you're hired. Here, back-up this hard drive"
      "I'm not sure ho-"
      "You'll figure it out, good luck!"
  • wildfire, on 07/03/2008, -5/+45Well at least he didn't try to back-up the monitor...
    • WoollyMittens, on 07/04/2008, -0/+13Sometimes they back it up so far, it falls of the desk.
  • PolishLogic, on 07/03/2008, -18/+65The Consumerist bashing Best Buy? Shocking!!!

    Oddly enough, this guy was tech savy enough to be able to tell that a Trojan was slowing crucial processes on his computer, but not tech savy enough to know how to back his drive up prior to letting somebody tinker with it? Not to mention paying for a backup job he could have done himself, even if he knew nothing about computers. *****, if nothing else, just google "how to back up my hard drive" and save yourself some cash and a headache.

    This story reeks of incompetence all the way around, not just on the part of Geek Squad.
    • Wavemancali, on 07/03/2008, -7/+18RTFA he did end up backing up his own hard drive, he just paid them to do it and it wasn't done. He was trying to save himself some time.

      Had he not checked their work, or lack thereof, he would have lost all of his data.
      • PolishLogic, on 07/03/2008, -11/+16I did read the article.

        Yes, eventually he backed his own ***** up. However, that doesn't change the fact that he originally plunked down money to do something so simplistic.

        Mike is a dummy.
      • fuse13, on 07/04/2008, -5/+11Hi PolishLogic. Maybe Mike's time is worth more than it cost to outsource. I can certainly deal with hardware issues, but I dont do so at work because my time is better spent coding. Its not strange that someone might want to pass work onto someone (in theory) more qualified and geared up to do it.
      • Velnich, on 07/04/2008, -4/+11How does paying someone to do something you can do yourself make you a "dummy"? Mankind has been doing it since the dawn of agriculture.

        Depending on the effort involved it could make him lazy, but it seems like he was assuming (and rightly so) they would know more or be able to do a more thorough job than he could.
      • sammytom, on 07/04/2008, -8/+3Maybe mikes time is worth more than the cost of the back-up. But what about the time to drive there twice and didn't it say he was told that it would take 2-3 days! But 5 days later he was called? Do it yourself mike. Takes less time than driving there and back twice.
      • PolishLogic, on 07/04/2008, -5/+6@fuse13

        Do you access your family computer at work? Maybe if you're fortunate enough to work at home.

        Do you charge $1800 an hour? Because it takes less than 5 minutes to start the backup utility.

        The only qualification you need to back up your computer is to know where the the utility is located in the start menu.

        @Velnich

        Like I said, he knew enough to know that he had a trojan and that the trojan was slowing a couple crucial processes on his computer. This leads me to believe he's not a computer novice. He also proceeded to run the back up himself. Which he spent all night doing. That just amazes me.

        He not only wasted his money, but he wasted his "valuable" time too. He learned a lesson though, don't spend $150 to have somebody back up your computer.


        That should have been premise of this article. If the Consumerist really wanted to do something other than write another article bashing Best Buy (which they do often), they could have helped quite a few people out by writing up the few steps that go into running a back up. Then they could have suggested that people perform that task prior to ever taking their computer in to have it worked on.

        That would be something to help the average consumer (helping the "Shopper bite back", as they claim). Much more effective than another pissy little rant against a company.
      • fuse13, on 07/04/2008, -0/+2Its more like $200 an hour, and I often work from home.

        I dont get this 5 minutes thing. You are just assuming that some person knows how to backup their hard drive because they know what a Trojan is. It might not have even been a virus, users often leap to that conclusion when strange things go wrong. He said it took him ALL NIGHT. That is the actual cost for him to perform the task, however quickly it might happen in theory.
      • Velnich, on 07/04/2008, -0/+5@Polish

        Mike spent the time backing up his system after BB failed to do it. If they'd done what he paid them to do, he wouldn't have had to waste the time AND money.

        Who is anyone to tell Mike what he should and should not spend his money on? Maybe he's rich or simply wanted to spend his time another way. If he's going to be condemned for willing to be spend his money that way, lets start going after anyone who's paid for a first class flight.
    • CryRightardCry, on 07/03/2008, -12/+4I know!
      And it's all the customer's fault for daring to PAY someone else to do a service they offered!
      Hey moron, just because you CAN do something yourself doesn't mean you can't take the offer of services from people who claim to be competent.
      You are one impressive rightard, you know that? Pretty much any issue you come down against the American citizen and on the side of the big assholes who screw them.
      When are you going to enlist and quit being such a coward?
      • PolishLogic, on 07/03/2008, -4/+11"Pretty much any issue you come down against the American citizen and on the side of the big assholes who screw them."

        No, I come down against stupidity and laziness. Geek Squad charging a couple hundred bucks to back up a computer is essentially screwing the American citizen. Then again, you probably missed that part of my comment where I stated there was incompetence from both parties. You were probably in too much of a rush to throw some disingenuous, misplaced, anti-right wing hissy-fit.


        "Rightard"....did you think that one up all on your own, or did you get help with that one?

        "just because you CAN do something yourself doesn't mean you can't take the offer of services from people who claim to be competent."

        If I can do something that is painfully simple, takes less than 5 minutes of work on my part, why would I pay somebody $159.99 (based on what they advertise their back-up rates on their website) to do it for me?

        Who's the moron again? It looks like Mike has some company, you ***** dummy.
      • tehchicken, on 07/04/2008, -2/+380GB's of stuff takes 5 minutes to back up?

        Who knew.
      • supermanly, on 07/04/2008, -1/+5@ tehchicken

        I don't know about you, but I don't stare at my computer while it backs up data on another hard drive.

        It takes 5 minutes (if that) to tell the computer to transfer the data to the other hard drive.

        The rest is the actual process which you don't need to supervise.

        That and notice how he said "5 minutes of work"

        L2ReadingComprehension

      • PolishLogic, on 07/04/2008, -2/+1@supermanly

        Bingo.
      • fuse13, on 07/04/2008, -1/+3Hi PolishLogic. Maybe you should try reading the article. It took him all night to back it up, not 5 minutes. I am assuming (based on your posts) that your time is not particularly worth much. For some people paying for such a service IS worthwhile.

        You are the moron for deciding what is right for everyone.
      • PolishLogic, on 07/04/2008, -3/+2@fuse13

        The last time I backed up my laptop I ran the backup utility. Then I went to bed for the night. When I woke up, I checked it to make sure it backed up just fine. It took me a total of 5 minutes of effort (if that).

        Are you copy and pasting each file individually? Are you sitting in front of your computer watching the entire backup process?

        It's kind of a shame if you are. There are quite a few other things you could be doing with your time.

        So no, it's not worth spending $150 on something quick that I can do, with practically no effort, right before going to sleep. Hell, you might as well give a guy $150 to back your car out of your garage in the morning, because that's about the amount of time it takes to run the backup utility.
      • imacoder, on 07/04/2008, -0/+2agreed....let people do what they want with their time and money...and make no judgments other than to yourself about what you would do in that situation...give counsel only if asked...
  • yargthepirate, on 07/03/2008, -3/+177I wish I had a job where I could take 5 days to back up a shortcut....
    • Cubedude04, on 07/04/2008, -0/+34http://www.geeksquad.com/agents/detail.aspx?id=537

      I like making dreams come true.
    • Mike32, on 07/04/2008, -9/+0wow be nice to geek squad, 5 days is quick. this guys computer was probably using windows vista prior to service pack 1 :P knowing the copy times on that *****.

      Anyways, i may or may not work for firedog *legal disclaimer* :P but this ***** happens more than you would think. I hate circuitcity/bestbuy myself but i need a job and i actually do it right unlike the techs in these stories. (also ive never made this mistake haha)
    • nofx1510, on 07/04/2008, -0/+24 out of those 5 days it sits in the back room waiting to be worked on because they are working on other computers.
  • coltrane68, on 07/04/2008, -2/+38This just proves that no matter who you are, you need to be your own tech support specialist. Never allow someone you don't know permission to screw with your computer.
  • mark076h, on 07/04/2008, -15/+3How does somebody that actually brings their computer into geek squad have the right to say anything bad about them? Just by doing that means that they know more about computers then you, i just don't get it? I will laugh at geek squad and the fool that brought the computer in and let them talk him into buying an external hdd lol
    • RationalXubrnce, on 07/04/2008, -0/+15 Remember this post when a mechanic messes up your car one day. Hey you were a fool right? You pretty much admitted you knew nothing just by going to him. They are supposed to providing a service as professionals.
      • superkendall, on 07/04/2008, -6/+1Actually yes, it's exactly the same thing. By going to an auto mechanic you ARE admitting you are a fool. I know how to do pretty much anything on a car but after a while, got lazy and took my car into a mechanic to do some simple things - and an improperly tightened spark plug led to a new head. Damn right I blamed MYSELF as much as the stupid mechanics who did the work.

        As others have said, blame all around here - especially when a computer backup is WAY simpler and less time consuming AND less messy than ANY car repair.
      • RationalXubrnce, on 07/04/2008, -1/+5 So wait a minute if I need a new transmission and I take my car to a mechanic I'm a fool along with about a hundred million other people who would do the same thing? You honestly will defend that statement?

        The bottom line is that geek squad should not be able to hire kids who don't know WTF they're doing, somehow computers get a pass. Sears wont tolerate their water heater techs not knowing the job and geek squad shouldn't tolerate it either, nor should their customers. Sometimes you will need the help of professionals, everyone can't know everything. Stop blaming people who paid for a professional service and were cheated.
      • emjaymj, on 07/04/2008, -0/+4That's an awful way of looking at it. It's how the economy works, we all specialize in something so there's greater returns for everyone. Growing food is easy but that doesn't mean we should all spend a great deal of our time farming. We do our work, and pay for the things that we don't see as worth our time. I'm willing to bet you bought your car when you could have built one yourself. I'm willing to bet you buy most of your food rather than growing it. Why? Because when you go and buy things, you trust them to be as advertised. And by making money doing what YOU do, you work less and have more. This choice was no different.
  • Kanidia, on 07/04/2008, -1/+8I don't know any "tech support" people never try to remove the trojan or virus... they just suggest to reformat. Removing a virus doesn't just mean scanning it with Norton... heck doing a "hijack this" scan and uploading the log to a forum will get you better support than Geek Squad.
    • oMeSSiaHo, on 07/04/2008, -1/+7Because the customer will download the virus again and then blame you for not fixing it. If you reformat there is no excuse for the customer getting the same problem again.
      • Ricky81682, on 07/04/2008, -1/+0There's always a way for the customer to get it again. It's probably from some spam email that they'll immediately click on again once their computer is cleaned out.
    • shiarua, on 07/04/2008, -3/+1Thats interesting....reformatting is always a last resort for me. In fact, Im very good at manual virus and spyware removal.
      • onedingo, on 07/04/2008, -2/+1You trust an anti-virus application that runs on top of a compromised OS?

        Please enlighten me as to how you do this.
      • vtnerd, on 07/04/2008, -0/+2@onedingo

        He did say "manual" as in actually going into the registry and the folders and deleting/correcting the things inserted by the virus.

        Regardless, it's better to do a complete reformat once you have been infected because you can never be sure that the scanners you are using are detecting that just-created virus that is still hidden on your hard drive unless you forgo the scanners and reformat.
    • thepatricksays, on 07/04/2008, -1/+2Actually, we run hijackthis. And a few other programs, as well. Sometimes, though...it's just not feasible. You should see the ***** people bring in to us sometimes.

      Typically speaking, though, we won't recommend a restore unless we've completely exhausted the repair option.
      • Kanidia, on 07/05/2008, -0/+1Who's "we"? Geek squad?
      • thepatricksays, on 07/07/2008, -0/+0Yeah, geek squad. Worked there for almost two years now.
    • Metasquares, on 07/04/2008, -0/+2I don't work in a store, but I'm the resident geek and get a lot of "can you fix my computer?" requests. I don't like suggesting a reformat and tend to save it as a last resort, but many of the systems that have any malware at all are absolutely INFESTED with it. I've seen systems with over a thousand distinct malicious files, all manually downloaded by the same clueless user. Some of these cannot be removed automatically and thus require a good deal of manual effort. By the time you're dealing with over 100 manual removals, you may as well backup what is important and reformat - doing otherwise would just take far too long (and, by extension, cost the user far too much).

      I've also seen systems that were brought to such a crawl by malware that it was impossible to keep Windows running long enough to do anything about it. In such a case, I usually just boot to Linux, back up the user's important files, and reinstall Windows.
    • baron42, on 07/04/2008, -0/+1I work for a small average joe tech support store and out of thousands of infected computers over 4 years I been there, I think we had to reformat 1.
  • dupswapdrop, on 07/04/2008, -6/+3Well you didn't really want that data it was pure evil and it's the reason your system crashed anyway!
  • Rolcol, on 07/04/2008, -10/+2Windows shortcuts just aren't like the symbolic links in Mac and Linux (In Mac they're aliases but it's the same thing).
  • lbdinh, on 07/04/2008, -3/+85Geek squad is just as knowledgeable as the guy that keeps recommending you to buy the Monster Cables.
    • rodrigorules, on 07/04/2008, -0/+11those damn cables are expensive, the guy you speak of is only a few paces from the geek squad
    • sims5487, on 07/04/2008, -1/+25I once walked into a Best Buy asking for an HDMI cable (I needed one quickly and couldn't wait to have one shipped from online retailers). He pointed to the rack I was standing next to. I said, "What about the cheap stuff?" ***** had to take me around a corner and two aisles down to find an HDMI cable of the same length for 20 dollars cheaper.

      His response to my question was classic though. A simple "A ha", as if to say "I see we have a customer who knows what he's talking about."
      • Dunhamzzz, on 07/04/2008, -0/+4These companies prey on the even slightly technologically challenged. It sickens me.
      • itspuddingtime, on 07/04/2008, -1/+1Wow, I didn't know they even still stocked the cheap stuff. I can never find the basic cables at Best Buy / Radio Shack / wherever.
    • roflbrothel, on 07/04/2008, -1/+13Geek Squad pretty much IS the guy recommending you buy the monster cables.
    • tedhead2k, on 07/04/2008, -1/+14I was a knowledgeable geek who was forced to push the Monster Cables if I wanted to keep my job. Trust me, I knew they were a rip off.
    • hesuresh, on 07/04/2008, -3/+8Save your money - use a coat hanger
      http://gizmodo.com/363154/audiophile-deathmatch-mo ...
    • pagno, on 07/04/2008, -2/+4I fell for the Monster thing, but it was from Guitar Center. $40 for a guitar cable. ***** GC. The had the balls to call me up and recommend I bring my bass in for new strings.
      • itspuddingtime, on 07/04/2008, -1/+2the guitar cables aren't so bad though... you get lifetime free replacement. And every single guitar cable I've ever bought has started crackling after 6 months, so it could work out in your favor.
  • lambda, on 07/04/2008, -4/+98To be fair, at least they did a bang-up job of backing up the shortcut.
  • a1cd, on 07/04/2008, -4/+6The sad thing is there are people who will continue to use their "service" because they dont know any better.
  • kreatre2007, on 07/04/2008, -7/+10Yet another example of how ignorant the Geek Squad is. I have overheard these guys talking to customers several times. I have to hold myself back from walking over and making these guys look like complete morons but, it's not my place to do that. I just hope that their customers figure out the scam they're running. The Geek Squad is crap.
    • pagno, on 07/04/2008, -0/+5Id say its your civic duty to do so. So what if you get kicked from the store, what the ***** are you doing there to begin with?
      • kreatre2007, on 07/04/2008, -1/+2Well OK then. I'll do that next time. Normally, I'm at Best Buy just for their DVDs or I stop in to buy some software for a client. I guess the worst that could happen is that one of those fat bastards kicks me out. Have you noticed that the Geek Squad is made up of either overweight or really dysfunctional looking employees? How weird.
      • pagno, on 07/05/2008, -0/+1Ok, Ill concede on that, they do have a pretty good DVD selection.
  • xkrwlng, on 07/04/2008, -9/+1if you give your computer to some retarded pimply high school computer service technician, you deserve what you get
    • sysadminBJ, on 07/04/2008, -2/+2Damn right... I support tech for the schools in my town and teachers are always hiring the tech kids to fix their PCs... Then they get me to fix what they screwed up.
  • etherreal, on 07/04/2008, -2/+82Thank you Geek Squad for doubling my business in the last year. - Average Joe PC Repair
    • vashth3stampede, on 07/04/2008, -1/+0you didn't get "average joe" from dodgeball, did you?
  • oMeSSiaHo, on 07/04/2008, -3/+20I love these stories because it sorta enforces the "I'm so damn smart" attitude associated with geeks. "Its so simple, just do it yourself". "Geek Squad is dumb, I would never make that mistake".

    Granted that is a pretty stupid mistake but we all make them. Knock on wood I hope I am never distracted enough to do something like that to a customers computer but it *could* happen. Regardless the Consumerist is not to be taken seriously. They rank around Fox News when it comes to their fact checking.

    *edit*

    Just to make it clear, I dont work for Geek Squad. I could never wear those stupid outfits!
    • BoomShake007, on 07/04/2008, -1/+7When it is your JOB, this sort of ***** is inexcusable.
      • thepatricksays, on 07/04/2008, -2/+1It's a pretty bad *****, to be sure. Trouble is, even though it is our JOB, we're still not flawless. Some of us are just...less flawless than others...
  • Hosalabad, on 07/04/2008, -2/+3Each user should expect to be responsible for their own backups, pure and simple. Would you trust some unqualified stranger with your machine? If they were qualified they would go get a real job and stop ripping people off in retail.
    • Zoplax, on 07/04/2008, -0/+4Certainly this should be the case, but some people think of their computer as a black box beyond Windows or Linux or MacOS or whatever interface they use for it to do its magic.

      Some people just want "it" to get done and then forget about it, rather than do diligent backups every couple of weeks or something, thinking of it as a service like they do getting their oil changed or a sink unclogged.

      I certainly wouldn't trust a stranger to do my backups, and plus I have the technical knowledge, willingness, and full understanding of the potential consequences, to back up my data myself. The combination of all these things is hard to find in your average computer user.
  • mtanis, on 07/04/2008, -0/+29"Wow that backup went faster than the last one..."
    • trogdoor, on 07/04/2008, -3/+1Why do you assume this was the first time they did this?
  • PhrosTT, on 07/04/2008, -1/+14in their defense he did delete all instances of 'isShortcut' in regedit.

    (kills gay shortcut arrows)
    • emjaymj, on 07/04/2008, -0/+2nLite makes that much simpler...
      • theguitarman2, on 07/04/2008, -0/+6But regedit is much more fun
      • pagno, on 07/04/2008, -1/+1***** nLite. That POS has never worked properly for me. Theres always some missing file error or drivers wont work and I end up back at step 1, and Ive tried it since it came out.
      • etherreal, on 07/05/2008, -0/+1Too bad for you. I nlite everything now. Love it.
  • Manumit, on 07/04/2008, -4/+26I work for Geek Squad, in the phone area (specifically, "Retail Dispatch", the place for stores to call in home theater installation/computer services that were just purchased). I find that outside of the phone departments:
    -10% of the people know what they're doing
    -20% of the people aren't too sure of what they're doing, but don't do anything wrong (experience issue, resolvable)
    -45% of the people propagate misinformation (appointment availability, warranty coverage, etc.)
    -25% of the people are just plain...awful

    Many people where I sit, including my supervisor, have witnessed the misinformation process. Some consumer will buy a computer, they'll tote the "Performance Service Plan" (read: extended warranty) as covering everything, and to call us if something happens. So they go nuts, get a virus, call us, then find out removing it isn't covered. Same thing with home theater installation, they'll tote the wait times for someone to install something as low as 24 hours (which is nearly impossible to do), when the soonest time is 2 weeks out. This is especially bad for the "calibration" service (which can book out as far as 90 days, the max our systems allow).

    Any questions about what goes down? ask here and I'll watch this thread for a bit.
    • wilsgrant, on 07/04/2008, -1/+14I am an in store CIA, and while I agree our company hires too many incompetent techs, Retail Dispatch has some of the most brain dead people I have ever encountered on this planet. It is nothing but head aches with you guys. Please don't talk.
      • Manumit, on 07/04/2008, -1/+10Dually noted. I know I do my job right with the information and training I've received, and the people who I talk with, but I suppose there's always going to be the headache people. If you find particularly bad people, I'd report it to someone who can send an escalation off. If they get enough escalations, I'm pretty sure they start getting written up.

        But I'll stand by whatever I've said. It's all relatively true. Our discussion board tended to fill with problems instead of actual (work-related) discussion, until they added the information trackers.

        Tell me your biggest pet-peeve with us, and I'll try and get it fixed. Or at least pass on the feedback.
    • thepatricksays, on 07/04/2008, -0/+4All this really goes to show you is how disparate the skill levels are between technicians. It's likely Manumit is a really great asset to his department, whereas his coworkers aren't. Your experience with Retail Dispatch probably involved people unlike Manumit.

      Personally, although I understand the Consumerist loves a good Best Buy beatdown, I'll never understand the mentality of judging an entire nation of technicians based on the actions of a few incompetent seeds. EVERY store has good techs and bad ones....it just can't be helped.
  • brstilson, on 07/04/2008, -1/+38Geek Squad is not so much a tech service now as it is a vehicle of promotion for floor salesmen. Their main function isn't even to fix computers, it's to sell services to customers that the floor salesmen couldn't. They're essentially salesmen masquerading as techs. But in the customer's eyes, a "geek" knows what he's talking about, so if he suggests you buy something, you're more likely to do it.

    They're the McDonalds of tech services. You don't go to McDonalds for a Filet Mignon. Of course, Geek Squad would be more like McDonalds charging you for a fillet mignon and giving you a fillet-o-fish.
    • vpshockwave, on 07/04/2008, -1/+5FILLET.....O.....FISH....

      /picard voice
    • shiarua, on 07/04/2008, -0/+8I refuse to work on the sales floor as a Geek Squad agent. I'd rather not sell things to people. I don't like overcharging them, which I why I steer away from working at the counter as well. I'll fix the computers, but thats about it.
      • brstilson, on 07/04/2008, -0/+4And they don't get after you for not selling service plans to customers, etc? In the store I worked at they dragged out all the Geek Squad people into a special booth on the floor for black friday where they were supposed to push the extended warranties as well as their overpriced services. That department actually had sales goals as well. Maybe your store is different. Mine did go through 3 general managers in 7 months.
    • shiarua, on 07/04/2008, -0/+0Obviously we are supposed to make revenue and hit budget. However, this is usually easily accomplished by the computer department attaching Geek Squad services. At both stores I've worked in, Geek Squad agents leaving the precinct to work on the sales floor has been highly discouraged, mainly because the supervisors of the department know that the primary role of the agents is to fix machines, and not do the computer department's job.
      • brstilson, on 07/05/2008, -0/+1If you're computer techs and not salesmen, why do you have revenue (aka SALES) goals? What if nobody's computer breaks for a week? The primary goal of the agents is to fix machines, but you also have revenue goals. Doesn't that seem just the least bit contradictory to you?
  • DeathJux, on 07/04/2008, -1/+7I hate these stupid stories that try to base an opinion of an entire organization on the incompetence of one particular situation. I have worked for Geek Squad in the past, and I worked alongside some absolute idiots, and I worked alongside some really smart guys.

    Guess what: the idiots bungled things up way more often than the smart guys. Unfortunately, as it's retail, the smart guys were way more hard to find and keep, whereas the stupids are always trying to get in.

    It's just like mechanics with cars: you'll find those that are talented, and work well, and you'll find more that suck at it, or are just inexperienced.
    • Zoplax, on 07/04/2008, -0/+1Why do so many idiots manage to get away with so much incompetence? Where's the oversight, why aren't their supervisors looking over their shoulder even on the occasional job?

      More important, how can dummies make it into the job in the first place?

      Give a prospective Geek Squad employee a test to see just how savvy he is, then maybe he'll screw up something other than a customer's PC and therefore save himself and Best Buy as a whole from looking like incompetents.
  • yowhasoy, on 07/04/2008, -4/+2I feel like working for geek squad, just to make it somewhat more competent. maybe we should all put an app in, we are obviously more qualified and they obviously need more saavy techs on staff.
    • stevealford, on 07/04/2008, -1/+0How dare you suggest that the fine digg community try to become part of the solution to a problem! Clearly we'd all rather just bitch about it and demand the elimination of the Geek Squad.

      Most of us work in a higher than average paying field, but I'm sure there are more than a few diggers who would be a great fix for this problem... except we've conditioned them to think retail is pure evil and anything related to it should be avoided at all costs and demeaned at every opportunity, even if you had a chance at reversing the trend or improving the service.
      • pagno, on 07/04/2008, -0/+4Actually, Id try to work for Geek Squad if it wasnt Best Buy. I have too high a moral caliber to work for soul-draining, life-sucking corporate bastards. Plus, I make around $15/hr delivering pizzas. Bet that beats what they make.
      • richiewrt, on 07/04/2008, -0/+1Arround here it does. A guy I play basketball with works at geek squad and only makes $10.50 an hour.
    • SuzCorner, on 07/04/2008, -0/+0I applied to Geek Squad once. They wouldn't have me. I was too experienced, and I presume they realized they'd have to pay more than burger-flipping wages.

      But AMEN to not wanting to be inside Best Buy. I've rarely ever gone in there, because it is their policy in every Best Buy from the East Coast to the West, to blast their customers with a constant painful barrage of high volume, gut thumping "music". On several occasions, I've wandered the stereo departments finding the offending stereos and chopping their volume by 2/3. Only then could I think enough to shop. But the last time I was in a Best Buy, several months ago, I noticed that they now port this audio-torture through speakers on the ceiling --- no identifying the source now.

      So I don't shop there at all anymore.

      Do not wonder that their own employees can't think clearly either, with this garbage pounding them all day long.
    • getsk3wled, on 07/04/2008, -0/+1wow that's got to be the most arrogant statement i've heard all week. First, bashing a company for one person's incompetence, and then claiming that you're SOOO MUCH BETTER that you'll improve the entire company's intelligence. Buried, for lack of being realistic.
  • fixmonster, on 07/04/2008, -2/+4I used to be afraid that Best Buy would move into my town and screw with my computer shop that I have had here for 10 years. I guess it was unfounded afterall.
  • Oddish, on 07/04/2008, -1/+76He "picked up the CPU and brought it home". *sigh*
    • nukemunky, on 07/04/2008, -0/+35It sure beats having to lug a 20lb computer case full of components home. :P
      • Useight, on 07/04/2008, -0/+7Hope he carried it in his static-resistant plastic bag.
    • Jeremyz0r, on 07/04/2008, -0/+12I'm glad I'm not the only one that noticed that (twice). -.-
    • ogre2112, on 07/04/2008, -0/+23I've heard the computer called everything from a "can" to a.. get this.. "modem". Someone actually thought their whole PC was a modem.
      • muldots, on 07/04/2008, -0/+23I work in tech support, and I hear people call their system unit some weird stuff. Usually hard drive or modem. One guy insisted it was called the Floorbox.
    • sweeneypng, on 07/04/2008, -0/+15In my Intro to Computer Science class, taught by the head of the CS department, I was taught that the computer (case and everything in it) was called the CPU. I tried to argue that, but the professor wouldn't listen. So, I finished the class, mislabeled the CPU on the exams to get points, then transferred to a school where they required you to have a PhD if you wanted run a ***** department.
      • dilbertmouse, on 07/04/2008, -1/+5Good call. It's not the professor's fault. It actually takes a PhD to properly label the parts of a computer system.
  • ISurfTooMuch, on 07/04/2008, -0/+10For those who wonder how anyone would use Geek Squad, remember that, if you know enough to realize how incompetent they are, then you likely know enough not to need help maintaining your computer, or you at least know someone who will help you. For many folks, the computer is this magical box that does what it does through some unknown process. And lo and behold, there's this outfit with "geek" in its name that claims to be able to fix it...and they'll even come to your house in a little VW bug. And they come from Best Buy, where many of these folks likely bought their computers, and, gosh, if Best Buy recommended them, they must be good, right...right?

    This situation is no more ridiculous than wondering why people still use AOL. It's all about branding. Many people have this misplaced trust in brands they constantly hear about. It's like the guy on the AARP insurance commercial who says that, when he heard this policy was endorsed by AARP, he was immediately convinced to sign up. By and large, many of us base our buying decisions on what we read online, especially user opinions and past experiences. I buy from Newegg because I've consistently heard good things about them from others, and I've had good experiences with them. Likewise, I avoid TigerDirect because many folks have had bad luck with them, especially where rebates are concerned. But there are people, many of them older, who trust companies mainly because of their visibility. To them, if a company is big, then it must be trustworthy. Therefore, Best Buy is trustworthy, and if Geek Squad is associated with Best Buy, then it must also be trustworthy.
    • Akraz, on 07/04/2008, -1/+1I work for Tigerdirect Tech center and Just like you defending Best Buy Geek Squad , i will defend Tiger's Tech Center - especially the location I work at, we have a very high success rate and very LOW complain rate about our tech services.

      But i wont go into detail or try to counter-argue. Yes, our rebates suck. But rebates have nothing to do with our tech center and services. That's sales and products. Different side of the map.
      • ISurfTooMuch, on 07/05/2008, -0/+2I'm not defending Best Buy or Geek Squad. I'm just pointing out how people might not be aware of their problems.
  • zhunterzz, on 07/04/2008, -5/+5I am a Geek Squad Agent and In my store I have never had a problem with this, the person who did it must have been an idiot to say the least. 2 to 3 days is what we quote for virus removal and a backup, 5 days is rediculous, it only takes about a day and a half to find out if it is actually gonna need a restore and if the customer wants a backup, which only takes a few hours to do. He didn't say the total amount of data to be backed up but probably two DVDs would have been sufficient if it was only his documents and settings and that other document. That just would not have happened at our store, you have to be so ignorant to not notice that what they thought was all that data only took 2 secs to transfer. To the effect of an earlier comment, people make mistakes, and thats probably all that was. Besides, he could have gone back for them to redo the work, no cost to him, its guaranteed, they should keep data archived anyway, for cases like this, should they happen.
    • sunnytar, on 07/04/2008, -0/+9Whoa-whoa! What do you mean by "they should keep data archived anyway"?
      • Ravatar, on 07/04/2008, -0/+4They keep data for 30 days encrypted and compressed (or are supposed to, there was recently a MASSIVE corporate audit on every computer on their entire network to confirm this) on the data backup machine. It's very clearly and bolded on the data-backup TOS sheet.
    • desuexmachina, on 07/04/2008, -3/+2Do they pay your people to sit around and watch status bars or to get on to the next repair quickly? I assume that since it's a company and not an orphanage they pay your people to maximize profits. While I'm sure that some sort of checking should be done, it's a simple mistake and it should have been noticed but I can see how it could be missed in a busy shop.

      I don't work for Geeksquad or anything like it, but mistakes happen, the consumerist is there to hype up everything bad about a company and they seem to have a hate-on for Geeksquad. Geeksquad didn't do anything, some kid who ***** up because he couldn't handle the pressure he was under did. The kid should be re-trained or asked about his TPS reports until he quits.
    • ZeppFreak89, on 07/04/2008, -0/+1well 5 days for a back up in my store seeing as i work with morons and our que is always massive.... seeing as im the only one ever doing anything it takes me that long to get to it :(
    • joeyz123, on 07/04/2008, -0/+0Take a minute and seach in GOOGLE for Bestbuy and GeekSquad "mistakes", and then take a week off of work so you will have time to read all of them. I have seen GeekSquad employees repeatedly try to scam elderly people and uneducated people in gerneral into removing virus software that they own to install the crap that BestBuy sells. A reputation like this doesnt happen over a few "mistakes". There isnt enough time in the day for me to get into everything that has happened to me at BESTBUY.
  • shmajent, on 07/04/2008, -9/+3I'll gladly pay $15 for a shirt that read's "Weak Squad" as the GS logo.
  • bigteebo, on 07/04/2008, -2/+3I thought the only purpose of Geek Squad was to turn people in for having child porn on their hard drive, and nothing else whatsoever.
    • MScrip, on 07/04/2008, -0/+1...or to sell your old "erased" hard drive to a flea market.
  • supersayanyoda, on 07/04/2008, -2/+14Geek squad gives geeks a bad name
    • spyderveloce, on 07/09/2008, -0/+1I hate that term "geek". I have been fixing computers and computer networks for over 20 years and I get pissed when someone calls me a "computer geek". That is just one step away from a dork! Why anyone would allow themselves to be called that is beyond me. I am technician, systems engineer, or even Mr. Computer Fix-it dude...anything but a "geek"!
  • aztuscani, on 07/04/2008, -4/+5Don't call a geek. Call a professional. I.E., your good friend who works in a real IT position.
    • ogre2112, on 07/04/2008, -0/+5Screw that, I'm the good friend and I don't want to be bothered by your little problems that you'll pay me nothing to fix. Take it to your nearest Mom and Pop store. Someone with a good reputation.
    • hartley, on 07/04/2008, -1/+2No, we're busy. Your relatives nephew is good enough for any "problems" most people have.
  • KLowD9x, on 07/04/2008, -3/+33"When we took the CPU into the Geek Squad"

    No wonder they couldn't fix it right. I wouldn't know what to do with just a processor either.

    /s
  • bibble13, on 07/04/2008, -0/+29Sorry about your data but those who call computers "CPU"s inflict much of their own anguish.
  • se7ensaint, on 07/04/2008, -4/+2who the hell really uses the geek squad? i thought that was like a marketing gimmick. i wouldn't trust those ***** in their wal mart chinos and their snotty attitudes to pick out a mousepad for my son's computer.
  • Kevin108, on 07/04/2008, -4/+7Anybody dumb enough to seek service from Geek Squad deserves this type of mishap.
  • terrachronos, on 07/04/2008, -5/+4Geek Squad = Complete Idiots
  • flashmc, on 07/04/2008, -0/+3My neighbor had a virus on his PC and took his computer to Geek Squad to have his documents backed up also. Geek Squad did a wonderful job backing up everything, including the virus. The way they backed everything up sucked though, they literally copied everything to an external drive, then burned him two DVDs worth of data. Too bad using the automated restore program that they put on the DVD's, it tried to restore everything to a drive D that he doesn't have. He installed AVG before restoring everything back to the system and it popped up a few times with virus warnings, good thing he had AVG installed, otherwise he may have had to pay another $250 for them to clean it a second time.
    • ISurfTooMuch, on 07/04/2008, -0/+2Wait a sec. If he installed AVG before doing the restore, why didn't he do it before taking his machine in? And from what you wrote, it picked up the virus, so it presumably could clean it. So if he'd done this first, he could have avoided this whole mess.

      I'm not doubting your post; I'm just wondering why he didn't simply clean it himself. Or did he not know about AVG until after he took it in?
    • getsk3wled, on 07/04/2008, -1/+1You're criticizing their baking up data? How else would YOU backup data, other than burning it to DVDs? What did you expect them to do?
  • PrimoTurbo, on 07/04/2008, -4/+3I blame op for being a moron. I recommend every operating system has some type of a basic computers tutorial/test before you can use the computer.
  • slorocks, on 07/04/2008, -11/+1The cost of driving to best buy and back home twice-15.00
    The cost of one hard drive-95.00
    The charge from best buy to back up files on your computer-50.00
    Taking your system home without checking it out first and finding out they Fk'd up and did worse than taking it to your mom to get it fixed-Worthless
    Reading about it on Digg-Priceless
  • welliwonder, on 07/04/2008, -7/+3These guys are the jokes of the tech world. If you work as a Geek Squad person, or at best buy at all, past your mid 20's, you ***** suck.
    • LeCollectif, on 07/04/2008, -0/+4If you're a 53 year old, spending time on Digg complaining about Geek Squad or Best Buy, then you really ***** suck.
  • tomato1324, on 07/04/2008, -14/+5*sigh* this is one of the great things about apple. their technicians are COMPETENT.

    i saw 2 guys from the geek squad in my local apple store the other day. i laughed to myself.
    • Ravatar, on 07/04/2008, -0/+5What's so funny? You do realize Apple certifies Geek Squad agents.. right? You know.. with the same training those "geniuses" get.
  • memizex, on 07/04/2008, -0/+6They just don't know how to hire the right people. Always from within and always some snot nosed brat.
  • havocjaw, on 07/04/2008, -2/+12You'll be lucky if they know that PS/2 is not something you hook up to your TV.
  • dignme, on 07/04/2008, -7/+0The Circuit City FireDog techies are just as bad so there is plenty blame to share
  • petaganayr, on 07/04/2008, -4/+2I actually knew some techies that came from the Geek Squad that were decent. But, you can't blame their incompetence, because the pay is low there is no motivation to actually be a real tech.
    • plnegative1, on 07/04/2008, -0/+3Like backing up data is hard..... geez
    • paperclips4u, on 07/04/2008, -0/+1Truth.
    • arthurdent3, on 07/04/2008, -1/+3Yes you can blame them! I have had many jobs that I didn't get good pay for and I still worked hard.
      Incompetence deserves lower pay or no pay. Maybe if they worked harder they would get more pay. And if they don't then they are working for the wrong people.
      Its people like you who can't seem to put the blame where it belongs and are always trying to find a reason to excuse stupidity and laziness.

    • thepatricksays, on 07/04/2008, -1/+2I work there now and I have to disagree. Pay isn't the only thing keeping people going/bringing them down. There's a greater motivator, depending on your perspective: either you want to legitimately help customers, or you want to make absolutely sure you never get yelled at by one.
    • nofx1510, on 07/04/2008, -0/+1I use to work there at that is exactly what it turned into. At first you were ready to get out there and help customers until every single one starts yelling at you because they can't fix the problem yourself. I got payed decent which is why I did my job and stayed there for so long but when you were hired to fix computers and then the general manager ask you to go help sell in home theater which is against our s.o.p. (standard operating procedure) it tends to piss you off along. Best Buy slowly eats away at your soul until your dead on the inside.
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