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- SaumZ, on 10/11/2007, -2/+46I worked at GeekSquad for 3 months after college when I was trying to find a real job. With HP, this was actually common. In the 3 months I was there, this happened twice at our small Best Buy. I am by no means defending GeekSquad, but HP should be to blame. Also, people have the option to get the computer sent to their home, not back to the Best Buy.
- statix, on 10/11/2007, -12/+48GeekSquad Rule #1: Expect to get your pc in much more of a worse condition than you sent it, that is if your one of the lucky people to get it back.
GeekSquad Rule #2: If you one of the lucky people to get your PC back, expect to have your whole system 'optimized' for AOL at no extra charge. - acu8509, on 10/11/2007, -6/+40GeekSquad Rule #3: Do Not talk about GeekSquad
(sorry had to do it) - conspirito, on 10/11/2007, -3/+34As A former "Agent" I can tell you that Geek Squad hands down offers the worst service in the world. Also they encourage you to sell services for computers that are well beyond there prime. instead of suggesting that a computer needs to be replaced (Best Buy margin=not much) they have you push and advanced diag with repair and prevention $299, a physical cleaning $19, data backup min $99-$159, ram upgrade-ram+$39 install etc.
I sold my soul for corporate profit and for that I am sorry =(
As an act of contrition I will insert this carnivorous ear wig into my head - zenlunatic, on 10/11/2007, -3/+22Compusa is no better.
- Markers, on 10/11/2007, -1/+18Regardless, she took the laptop to the Geek Squad, not HP. Since they took possession of the laptop, they're 100% responsible. People with your mentality are why this happens in the first place - too busy playing the blame game.
- eightyd, on 10/11/2007, -1/+12I worked for the Geek Squad for 3 years, and please, please please please do not blame the techs there for laptops going missing. There are some quality people there who would absolutely LOVE to fix a laptop in-store, but policy dictates that it gets sent out. At my store (where I still keep up with all the people there, I love them), we hated sending laptops out because it took so long, and the service center was often incompetent. Policy also dictates that if the unit is gone for 6 weeks, the unit will be replaced. Just as with any mass chain of stores, be they mechanics or computer techs, when you have thousands of employees working you can't prevent some being bad apples.
- NiGHTSChao, on 10/11/2007, -3/+13I'm also a former Agent, I hated working there
we had this one desktop computer sitting on the back wall for over 4 months, the stupid bitch never picked it up and we left well over 50 messages - inactive, on 10/11/2007, -8/+17When Best Buy tells you that they are sending it off to HP, they are actually sending it off to a facility in Bullitt County Kentucky. Chances are that someone irreparably broke their laptop. Trust me, I am an ex-Geek Squad agent. They have people who can't even spell their name working on laptops these days. I still have contacts on the inside and it's not getting better any time soon. They are all about pushing numbers, and the loss of a single laptop is acceptable to them. Never mind the customer's data.
- l0tharnt, on 10/11/2007, -0/+9It depends on when you were looking to work for them.
Before BBY there was a vigirous interview strung with questions on how to repair common issues and how to assess problems with a computer.
After BBY merged with them all you have to have is a great personallity in the interview and convince them you know how to sell crap and your in. No technical skills required...at all! They rely on the lame weekend trainings and the employees that have been there for a while to either pull the slack of others that don't know how to fix things, or train you. - conspirito, on 10/11/2007, -0/+8Absolutely nothing dude they will hire anyone who can pass a piss test and I think at my interview they asked me how many IDE devices can a system hold, to which I responded it depends on how many controllers there are...I got the job...
- bdlang, on 10/11/2007, -9/+16"Hey Geek Squad - I haven't seen my laptop in a month"
"That's how I learned--after returning from a two-week out-of-town trip"
So what you're saying is, you haven't seen it in two weeks. If you go out of town and are unreachable for two weeks, what do you expect? I'm the lead tech for a service department and if a customer goes on vacation and doesn't return my phone calls, who's liable? - ZedX, on 10/11/2007, -10/+17This has nothing to do with Geek Squad - this is HP dropping the ball.
- mikeyhell, on 10/11/2007, -1/+8I have a friend that works in computer repair/sales and I asked him about this. His comment was "computer repair techs are the new car mechanics. We charge 50 bucks just to leave your computer in the store, even if we don't do anything. You want an anti-virus, we'll install AVG for 79 bucks. We're not in this for charity, we're in it because their are people out there who honestly don't have a clue. If they take their computers to geeksquad, they'll learn just like taking your car to a bad mechanic and when you get your car back it's got more problems than it started with. It really sucks for guys like me being looked down on because I can't affiliate myself with a huge chain, but i'm not complaining, I've got more customers that turn to me because of them, difference is I won't loose them."
- Tourney3p0, on 10/11/2007, -0/+7Read the article. She did call and was unable to speak to a human due to the automated system.
- mythicflux, on 10/11/2007, -0/+7That's assuming that the notebook is actually going to Geek Squad for repair. As some notebooks are sent directly to a service center provided by the manufacturer, so its hard to say. As someone who worked as a Geek Squad agent for 2 years ( an finally have a real job) I can't tell you the number of times when a notebook was sent to an HP repair facility (via the service center) because the warranty was through HP directly. HP looses crap all the time but to the consumer it appears that Geek Squad lost it because they route everything through the Kentucky facility (now Geek Squad City).
The point is that Geek Squad is a ***** service, but sometimes it's not their fault and they are simply acting as a 3rd party on behalf of the customer. - gmillerd, on 10/11/2007, -2/+8East India Trading Company is no better.
- inactive, on 10/11/2007, -0/+6GeekSquad Rule #5: point out that rule 3 is actually rule 1 and rule2.
- SaumZ, on 10/11/2007, -0/+6Not all work. If the parts are in the store, like ram, hd, psu, etc. they will do it and charge HP under their warrenty, but only on desktops. If it is something like a desktop mobo, etc that they do not carry, they will send it into HP. Also, all laptops are sent into their vendors. When I was there, it was the policy that we were not to work on any laptops that had warrenties on them
- chrisOrbit, on 10/11/2007, -2/+7CompUSA is dead.
- Ravatar, on 10/11/2007, -2/+7Actually, according to the documents she signed the moment they took the notebook into their possession, they're probably 0% responsible.
- hexydes, on 10/11/2007, -1/+6Perhaps Best Buy should stop pushing extended warranties and service warranties on their products if they can't properly fulfill their promises.
The problem is, Best Buy is used to giving our warranties on items like television sets, sound systems, vaccuum cleaners, etc. None these devices have any sort of sensitive data on them, and if they swap your original item with a new one, you will never know the difference, and will be better off for it generally. Conversely, with a computer, you NEED your specific system, or at the very least, the hard drive from it with all of your data on it. Best Buy lives in a (outdated) world where they can just pressure the manufacturer to accept a trade of a new item for a broken one, or upgrade the consumer to a new one, whichever if more cost-effective.
Best Buy's problem is that they NEVER should have gotten into the "computer repair" (hah) business, because they had no real intention of repairing computer systems, rather just swapping them out. I don't think they really thought that one fully-through. This is evidenced by the fact that they do not hire the most competent people for the job, and pay them a bit more, because they don't ever intend on having someone that knows what they are doing work on their computer. Instead, they hire for Geek Squad internally from their computer department, and put the people who are best at selling warranties behind the counter. They give them a little "fix-it" disk to try and play with, and if that doesn't work, they box it up, ship it off, and now it is HP's (and the consumer's) problem.
Bottom line:
1. Stop buying computers from Best Buy. You can get them for just as cheap, if not cheaper, from Dell. If you feel more "secure" buying from Best Buy (or Circuit City, or CompUSA, etc), you are just fooling yourself, because the people helping you have about 1% more knowledge about what they are selling than the average person off the street.
2. If you don't know much about computers, and don't mind paying 10-20% more, buy from your local (reputable) computer shop. They generally know at least a bit more about what they are selling, and their repair people generally at least have a certification or two for fixing computers (generally an A+ Certification, which isn't much, but at least it is something).
3. If your computer has a problem, nine times out of ten you are better off getting your friend that knows about computers, or the nerdy kid down the road, or if you live by a college, some student from there, to take a look at your computer. Give them a flat $50 and chances are they'll get it working (of course, your mileage may vary on this one, but I will guarantee they will do no worse than the Geek Squad).
4. Back your data up. External hard drives cost literally nothing now. You can buy a 500GB external drive for $100 or less. If you bought your computer from Best Buy, this will be the size, or larger, of your entire hard drive. Get some cheap backup software that will back your system up once a week (or more if you're paranoid), make sure it is working, and then no matter what happens to your computer, at least you have your data. On top of that, get one of those UPS (Un-interruptable Power Supply) systems (looks like a big power strip box). The advantage of that is that your computer is not only protected from a power surge, but also things like brown-outs, where your power fades up and down a few times. Between a UPS, and an external drive backing your data up once a week, it is almost a guarantee that you will never catastrophically lose your data again, and worst case scenario, you'll just be buying a new computer.
Good luck. Like anything, just be a bit educated. You hear people complaining all the time about how they were taken for a ride by a mechanic, because they don't know anything about cars...well, the same applies to your computer. - compgeek, on 10/11/2007, -3/+8I hope she sues them like she said she was going to do in the blog. they should be going to HP and saying ok it's been a month and you've already told us it's broke send it back already. if she has her 3 year warranty papers it should be an open and shut case
- mythicflux, on 10/11/2007, -0/+4And when I was working at Geek Squad people got offended when I suggested they contact the manufacturer for repairs directly because if we where to send their notebook out we were the middle man and could do anything if something went wrong. People seem to think that just because Geek Squad sends an item out they are responsible. Nevermind the fine print they sign saying otherwise.
(Full disclosure: Worked GS 2.5 years, now working elsewhere) - inactive, on 10/11/2007, -0/+4Yet, these people are still called...or rather, call themselves..."agents."
- mgalovic, on 10/11/2007, -1/+5I used to work for GS about a year ago, If memory serves me correctly, repairs that actually went out to the mfgs usually took about 4 weeks, the computers rarely if ever came back earlier than that. "Star" the devils reject of all repair info management programs actually prints out a est. return time of a month on the service receipt when the customer drops the product off. The agents are all but disconnected from the service centers a services escalation form (the electronic request she talked about) is the only thing that we could really do to find out what the heck was happening at the sc's. Granted if the unit was junked'out the management in the store should be able to make a call on replacing the laptop at that point. It does however help not to act like a horses ass and scream at everybody, I made a point of not helping these kind of people. If your calm and courteous you will get helped out alot quicker
- cricoste90, on 10/11/2007, -2/+6So what are the qualifications needed to be an "agent" at Geek Squad? I'm really curious with all this Geek Squad smearing going on here.
- acceptab1euname, on 10/11/2007, -0/+4Try paying better attention in your history classes, *****.
- mythicflux, on 10/11/2007, -1/+5Dear Concerned Internet Reader,
Please confirm details before assuming Geek Squad was actually performing the repairs as was not simply the middle man. Flamebait sucks.
-- mythicflux - Drull, on 10/11/2007, -0/+4pics/video?
- Rndm_Tngnt, on 10/11/2007, -0/+4They packed up the laptop and footed the bill to ship it to HP's repair facility. Once it hits the UPS truck how is it still their responsibility?
- withincontext, on 10/11/2007, -3/+6You.
- brucer69, on 10/11/2007, -0/+3I worked for geek squad for about a year and a half. while i was there we had a customer laptop that was sent off for a screen repair. When i came back we called the customer and told him that his laptop was in. Time when by and after two months the customer had not come into pick it up, although we had been in contact with him. One day i noticed the laptop was gone, i though "thank god he came to pick it up" but the next day the customer came into REALLY pick it up. Every one was scrambling because this guys computer was gone. Found out that one of the agents and "borrowed" it, reinstalled the os and started installing his own stuff on the computer. guess he figured no one would notice.
And everyone is wondering, yes we had employees that "backed up" stuff from customers computers. Just in case. - inactive, on 10/11/2007, -0/+3Microsoft doesn't give the A+ certification. CompTIA does.
- strictnein, on 10/11/2007, -0/+3Just in some markets.
- guigui42, on 10/11/2007, -1/+4Looks like everyone here is, or has worked for geek squad... weird...
- inactive, on 10/11/2007, -0/+3They give you a test (at least at Geek Squad City they do) and it is basically questions right off of the last generation A+ exam. They expect that you at least know the stuff. Certification isn't required, but it get's you first consideration over those who aren't certified.
- gfnw, on 10/11/2007, -1/+4GeekSquad Rule #34: *shudder*
- slantyeyed, on 10/11/2007, -1/+4Mishaps at Geek Squad always gives me a chuckle. You'd think all this bad publicity recently would force some type of re-organization.
- felixme86, on 10/11/2007, -1/+4This is a ridiculous post, for those of you who claim to have been agents and are speaking badly of geek squad there's probably a good reason your gone. All of the Geeks I have ever meet are there to help the customers in any way they can. This customer is well within the normal process of computer repair and replacement. Your all focusing on the wrong point, best buy IS GIVING her a new laptop. She just needs to play by the rules.
- ChayD, on 10/11/2007, -0/+3And this should concern me because...........?
- inactive, on 10/11/2007, -1/+4Maybe she was ashamed for purchasing a POS computer from your POS store.
- Ravatar, on 10/11/2007, -0/+3If she e-mails info@geeksquad.com with the subject "For Robert - Customer Issue" won't Geek Squad make sure the problem is resolved?
http://consumerist.com/consumer/executive-customer-service/update-geek-squad-ceo-promises-to-resolve-any-consumerist-reader-complaint-he-receives-and-then-does-so-264528.php - LiterateWolf, on 10/11/2007, -0/+2Actually, Geek Squad City does have data recovery services available. Whenever a computer has to be switched out, the data is recovered and sent back to the customer.
- Urusai, on 10/11/2007, -1/+3Infidel! Nothing like this ever happens to an Apple. They don't have "geeks" working for them, they have "geniuses".
- zenlunatic, on 10/11/2007, -0/+2So I heard, but I swear my Compusa has actually updated much of their store, I mean nothing major but their TV section looks revamped, although I hadn't been there for months (thank god for newegg and the US postal system for teh cheap!)
- xelloss, on 10/11/2007, -0/+2HP has horrible repair work. First they have no clue what they are doing and ship PCs back without the ram chips securely in, my PC had ram chips bouncing around inside the case when I got it back. I don't think I will be buying another HP system.
- tito184, on 10/11/2007, -0/+2I'm concerned now. I'm shopping around for a laptop and I had heard that HP was much better than Dell these days when it comes to customer service. Is this true or is HP the lesser of the two evils?
- khyberkitsune, on 10/11/2007, -0/+2Irrepairable? *****. Beyond ecomonically feasible repair, maybe. If it's indeed a tier-x unit she should have received a phone call. if it's on parts hold (the more likely issue) she should call HP, get the job number of the repar and then find out which depot it got sent to. I worked the HP depot here in Memphis. The parts cage is so sloppy it could takes weeks to find even a ***** lcd bezel to fix your laptop.
- miniboss, on 10/11/2007, -0/+2Ive had a laptop go "bad" on me and replaced twice already under the lemon-law (3 repairs and it's considered defective). It's a pain because it's about a 2week wait per repair. The first replacement was a compaq replaced after 2years with a much much better laptop. he 2nd time i convinced them to let me replace it with a Macbook. Surprisingly the Macbook has been in twice already (flaky USB, dead IR port, AC adapter burning twice). I already have something considered "defective" (cracking in shell) but I don't want it replaced with this gens macbook. I'll wait it out for a touch screen one.
For me these warranties actually worked in my favor. So I fully expect them to blacklist me or have me arrested for not being a sucker. -
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